Important information
- Customer Complaint:The BBB of Western Pennsylvania processes complaints for all of Guardian Protection from throughout the United States since the company is headquartered in the Western Pennsylvania service area.
Complaints
This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 158 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
If I could give a negative review I would. Extremally deceptive and misleading. The technician has an ipad with all the signatures preloaded & won't give you time to read it. We were told it was a yearly contract yet in tiny print on the contract (that they finally gave me), it says 60m. I told them I wouldn't live here that long & its why I wanted a shorter contract. With it being a higher monthly cost, I assumed wrong that was due to the shorter contract, that we discussed. I was told by customer service that I had 72 hours after signing up to review the contract but I wasn't emailed it for over a week, past the 72 hour mark. A 5y contract is not what was advertised, discussed, or agreed upon. My name was preloaded onto so many sections that had I been properly informed on, would never had done. The technician "explained" every section I was signing...but what he said is not what was signed. It's $750 to cancel the service, that I never agreed to, plus a $35 phone fee. I've now been locked out of my account & now it says my mother's maiden name is wrong. I know her name, plus I know it worked yesterday to log in. I can't even log in to pay my bill or cancel it. The alarm system itself is extremally dissatisfactory. $55/m for 2 tiny door sensors & a glass break sensor, no window sensors, no cameras, no lights, no doorbell, nothing. Their competitor costs less than half what Guardian does and comes all of those & more! Guardians sensor is dysfunctional too. I don't even have 1 second to open my door and input the passcode before the alarm goes off and they call me. We now have to partially open the door quickly enter the passcode before the extremally loud alarm goes off, & still that doesn't work always. Customer service number is confusing to use & never has the option you need & are extremally unfriendly + mocking you. I am so angry at Guardian I am considering hiring an attorney to get my money back + out of this contract. DO NOT USE GAURDIAN PROTECTION!!
Business Response
Date: 11/28/2022
November 28, 2022
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ****** ******* * ********* ** ********
Dea* *** *****
Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to review her account and work with her to resolve her issues.
Our customer expressed dissatisfaction with the sale and performance of his security system. Our customer believed they were told they had a yearly contract and were upset to learn it had a 60-month term, and the monthly fee was high. He was unhappy and felt he didn’t have time to review the agreement at the time of installation when he signed it. Our customer also noted the system hasn’t been working properly since the time of installation and they were recently locked out of their account.
Guardian is sorry to hear of our customer’s experience. An account review was performed upon receipt of his complaint. Our records found our customer had been sold his system and services by Guardian’s authorized dealer, AAA Home Security, whereby all aspects of the sale and initial of the paperwork took place directly with AAA Home Security. AAA Home Security is a separate and distinct company from Guardian, for which Guardian provides installation, 24-hour monitoring and related services for customers whose systems were sold by them. Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA Home Security, including security evaluations, sales processes, or any other aspects of AAA Home Security’s business.
Guardian’s records show the Agreements were emailed to our customer on May 3, 2022 and the email was viewed by our customer that same day, as documented on the attached “Packet History”, but not initialed and signed. On May 13, 2022, Guardian’s technician arrived on site to install the system but found our customer had never completed the e-signing process of the agreements that had been emailed to him. Guardian’s technician would not have been able to perform the installation with unsigned paperwork. If the customer wished to keep the installation and activation appointment that date, Guardian’s technician would have opened the documents on his tablet to facilitate the execution of the agreements. He would not have discussed agreement terms negotiated by AAA Home Security and our customer.
Our customer ended up having ten (10) days to review the terms of the agreement and only had to complete the sale/signing transaction if he wished to have the system installed with services commencing on May 13, 2022. One of the agreement terms provided a significant discount if our customer enrolled in Guardian’s autopay service.
A Guardian representative reached out to our customer upon completion of the account to apologize for their experience, review Guardian’s research findings, and work with our customer to resolve their system issue. Our customer is currently trying a new arming routine in an effort to avoid the system overriding their arming instructions. If this does not resolve the issue, Guardian will send a service technician on site at no charge to our customer. The representative is also assisting our customer with re-registering with Guardian’s Customer Support webpage.
Thank you for informing Guardian of this matter and for the opportunity to review the account and resolve our customer’s issues. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:11/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Six months ago I disconnected my service with guardian because their system kept getting hacked I had adt disconnect it and install their system. The same day I had guardian say I had to stay with them that I had a contract. I should have had no contract they didn’t install any of their system. I used all the existing alarm I had, and all they had to do was monitor. I had a brinks system that I had purchased from brinks. Now they are trying to charge me for all the past months. I have been arguing with them about it for six months and they are damaging my credit. I work hard for my money and am barely surviving I’m not going to let them take advantage of me. I can not afford for them to take advantage of me. I’m on Medicaid Medicare and food stamps and am just trying to survive.Business Response
Date: 11/11/2022
November 11, 2022
BBB of Western Pennsylvania
***** ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
*** ***** **** * ********* ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
Our customer stated he disconnected his Guardian system, because it was being hacked, and had ADT install a new system. He was upset to learn he had a 60-month agreement and Guardian would not release him from it even though Guardian had not installed any new equipment at the time of installation.
A review of our customer’s account confirm he had concerns about his security and called for assistance changing arming codes and passwords a number of times. Guardian would like to state the interactive service our customer used has never been hacked. This does not rule out the potential of his security information being compromised at a local level.
Guardian was also able to confirm we did not install any equipment and our only investment at the time of installation was for the labor to create a new account, reprogram the system and test all devices. Our customer would have been eligible for a shorter agreement term than the one he signed and would have satisfied it as of the date he changed providers.
A Guardian representative contacted our customer to advise we would cancel his account and credit the current account balance. The credits have been placed on the account and a release letter was sent to our customer.
Guardian is sorry our customer lost his peace of mind and urges him to keep his master level security information private. He should be able set up secondary codes and limited passwords with his new provider for other persons using his new security system.
Thank you for bringing this matter to Guardian’s attention. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:11/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a home security system that included a motion sensor doorbell cam for our front door, sensors on all non-second story access windows and doors and a motion sensor for inside our home to detect movement when the alarm is on. Every event was to be sent to my cell phone's Guardian Pro app. The system worked as marketed for little more than a few weeks and then the doorbell didn't work. It diidn't not sound or alert my phone app. Customer Service and Tech Support kept telling us we didn't have enough power to properly support the sytem's functionaltiy and we needed to have an electrition replace our transformer. To make a very long, expensive and frustrating story short, and after asking we the company multiple times to fix the problem, they finally sent a tech out on or about 7/2/22 named Jeff. He tested the system and looked at the installation and said "This was never going to work properly. It was installed incorrectly and your wiring doesnt support the device. It's totally f***** up." Yes, he used that word, also shocking. He said they work with another company Security Force for installs and he would go to corporate to find out who would fix the problem. Months later, no fix, we continue to be told this is OUR problem when they never should have installed it in the first place since we weren't a fit for their services. We have paid $1,205.61 is monthly charges. We have stopped access to our Wells Fargo account for automatic withdrawals and they still won't cancel the policy, and they want us to pay some $3k for early termination of a 3 year contract. They also said we now own the equipment so they wouldn't uninstall it or pick it up. This is one of the most unscrupulous companies I have ever encounter and my first BBB filed complaint in my life. Please help us and prevent more victims. If they had just fixed the problem everything would be fine, but they absolutely refuse to do so.Business Response
Date: 11/15/2022
November 15, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ****** *************** * ********* ** ********
**** *** *****
Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any concern.
Our customer has expressed dissatisfaction with the performance of their Video Doorbell, the results of an inspection by a Guardian technician, the lack of a repair and being quoted the necessity of paying an Early Termination Fee to cancel their account.
For background, our customer’s security system was sold and installed by Security Force, Inc. (Security Force) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with Security Force. Security Force is a separate and distinct company from Guardian, for which Guardian provided 24-hour monitoring and related services for customers whose systems were sold and installed by Security Force, and later purchased our customer’s account from Security Force. Guardian does not control any day-to-day business activities or any internal policies or procedures of Security Force, including security evaluations, sales processes, installation practices or any other aspects of Ranger’s business.
Guardian was sorry to learn our customer has had a poor experience with his video doorbell. Guardian did send one of its own technicians to the site on July 7, 2022, with the intent to have the video doorbell repaired or replaced. Guardian’s technician found the wiring was not according to Guardian’s standards and practices. The device was installed in such a way that a licensed electrician would need to make any changes to the doorbell wiring.
Unfortunately, Guardian’s technicians are not licensed electricians, and it is for this reason that Guardian has agreed to release them from the Security Force, Inc.’s Agreement for Monitoring and Installation of Security System dated March 8, 2021.
Guardian has begun the process of terminating our customer’s account without further penalty or obligation. The billing of the account has been stopped and the account balance has been credited to $0.00.
Thank you for informing Guardian of the additional concerns. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 11/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
****** ***************Initial Complaint
Date:11/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 17, 2015 a AMP Security salesperson unexpectedly came to sell us an alarm system. I told the salesperson that I didn't have time for a sales pitch because we were leaving on a trip the next day. Over the next 2 hours he continued to hard sell me on a "better deal" than we already had with a competitor. In desperation to get him to leave, my wife and I signed a 5 year contract with AMP Security (now Guardian Security). In November of 2018, I called Guardian to cancel the service, due to our moving and we wouldn't need it. I was told that we could either move the equipment with us, at no charge, or pay a $750 early termination fee. We decided to move the alarm (although we really didn't need it), and fulfill the remaining contract balance of 1 year & 8 months. The alarm was installed along with additional equipment. Before the installer left, my wife asked if we needed to sign anything. The installer said "no that is not necessary". Neither my wife or I signed or received any paperwork. In December of 2021, I called Guardian Security to cancel the service, as we were moving, we had fulfilled the original 2015 contract and it was no longer needed. I was informed that the company would be changing us $750 for early termination of the contract. I was also informed that the contract date was renewed for another 5 years in 2018, when the alarm system was moved. I stated that we didn't sign or receive a new contract and was never told that the contract had renewed for an additional 5 years. I was told I signed a contract electronically, which at my age I don't even know how to do! I enlisted my daughter's help, who on February 5, 2022 called Guardian. She was told the same thing and that the only exception would be if we were moving into assisted living, which we cannot afford to do. On Feb.15,2022 we sent a letter and a copy of the bill to Guardian. We have since received threatening letters & our account has been sent to debt collectors. (See attachment)Business Response
Date: 11/16/2022
November 15, 2022
BBB of Western Pennsylvania
***** ********* ****
520 E Main Street, Suite 100
Carnegie, PA 15106
RE: ******* ******* * ********* ** ********
**** *** *****
Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to provide a response.
Our customer states they were surprised to learn they had a new 5-year contract that was signed in 2018 when the relocated service to a new home. Our customer states they did not sign any electronic paperwork with the technician and were never told the new contract would be for a new 5-year term. The customer has asked to be released from the original contract term and only pay for service through December 2021 when they notified Guardian they were moving again.
As our customer stated, they had a security system installed in a home in Caledonia, MI on July 17, 2015 by AMP Security (AMP), an authorized dealer of Guardian Protection. AMP is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of AMP, including security evaluations, sales processes, installation practices or any other aspects of AMP’s business. Our customer signed an Authorized Dealer Monitoring and Repair Agreement with a term of 60 months, and in exchange for the monitoring commitment, out customer received a discounted installation of a security system from AMP.
Our customer’s wife first contacted Guardian about moving from Caledonia, MI to Grand Rapid, MI on October 17, 2018, at which time there were approximately 21 months remaining on the term of the original agreement. She was provided with two quotes for a new installation in Grand Rapids, one with no extension of their current monitoring term and one that provided discounts if they extended their 21-month term back to 60 months. There were several calls to Guardian discussing the options. Our customer made the decision to receive a discounted installation for $175.00 in exchange for signing a new 60-month monitoring term on November 2, 2018, during a call to Guardian with their son-in-law on speakerphone. Please note that due to the nature of Guardian’s business (life safety and frequent interaction with law enforcement and other local authorities) Guardian records all customer telephone calls and interactions. Guardian was able to access the call even though it was three years ago. The quotes were discussed again and our customer’s son-in-law repeated the terms of the discounted installation including that it was a 5-year deal. An electronic Addendum (attached) memorializing the terms of the installation in Grand Rapids was emailed to our customer at [email protected], the primary email address on his account for the duration of his patronage, and reviewed and signed during the phone call on November 18, 2022.
Two discounted installations have been performed with a total monitoring commitment of 99 months by our customer. It is over the course of monitoring commitments that Guardian recoups the discounts provided at the time of sale and installation. To date, our customer has 18 unpaid months remaining on their current monitoring term and Guardian has not fully recouped its investment. Guardian understands our customer is not in a position to relocate their system and service again, nor are they eligible for any other termination programs. Guardian was able to make contact with our customer’s family and offered to accept a discounted settlement of $270.12. The family is considering the offer.
Thank you for informing Guardian of this matter and providing an opportunity to work with our customer to resolve the issue. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 11/30/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
We have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to us.
The agent at the business involved (Deb V) has also stated that she will work with the credit bureaus to reverse any damage that this case may have caused to our credit ratings.
Regards,
******* *** ***** *******Initial Complaint
Date:10/24/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today, Oct 24,2022,my alarm system experienced chirping and flashing which resulted in system failure. Contacted company at 8am and was first told to deal with it until tomorrow. After complaining that tomorrow was unacceptable, I was informed that concern would be escalated. I called company back in the afternoon to find out status on technician arriving and I was told to wait and be patient. I called again around 5pm and was told no one was coming today. This unacceptable. This company has placed my safety in jeopardy. How can an alarm company leave a customer unprotected for 24 hours and think that's okay. This company is breaking the law by not providing service that I have contracted for. Finally, I was told I will be charged for the repair work. Theft at its best! Why am I being charged for failure to the alarm system. Rep said warranty expired.....what warranty? These people are cons and are providing horrible customer service. They have placed my safety at risk. Where is the 24 hour emergency service. EXTREME FRAUD... fellow consumers please be aware!Business Response
Date: 10/26/2022
October 26, 2022
BBB of Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
RE:
Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to address her concerns.
Our customer stated she called Guardian at 8:00 AM one morning in need of a service call the same day and was told her concern/request would be escalated and she would receive a call from Guardian that afternoon. She noted she never received a call and when she called Guardian again around 5:00 PM she was told no one would be coming that day. Our customer is upset her safety was in jeopardy and felt Guardian was breaking the law by not providing the service she has contracted Guardian for.
Guardian apologizes for our customer’s negative experience. Guardian offers regular service hours to all customer as well as emergency service calls. (This is noted in our customer’s original agreement from 2015, but she had not had a standard service call for a repair of a device out of warranty. ) Guardian listened to our customer’s calls and found neither representative offered emergency service though our customer’s sense of urgency was clearly conveyed. Emergency service is more expensive than service during regular service hours, but it should be offered and our customer should make the decision to schedule emergency service or the next available appointment during regular hours.
Guardian is thankful we were able to get a technician on site the following day to resolve the issue and return our customer’s peace of mind. Guardian also agreed to credit the service charges for the visit.
Guardian sincerely apologizes for our customer’s experience. We thank her for her valuable feedback and for the opportunity to show her we do care and truly appreciate her patronage. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 10/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
***** *******Initial Complaint
Date:10/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally signed a 60 month contract with Guardian December of 2018. I have been paying $55/month ever since. I called about 3 months ago to get a copy of the contract. They transferred me to the appropriate department and the lady I talked to promised me she would send it via email ASAP. She asked a lot of questions as to why I wanted it, which was suspicious, and three months later I have yet to receive the promised contract. I will not pay anything else until I get a copy of the contract.Business Response
Date: 10/21/2022
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values the opportunity to research and resolve our customer’s issue.
Our customer advised he had requested a copy of his contract and was told it would be emailed to him ASAP, but he has never received it. He also noted he was suspicious of the representative asking a lot of questions as to why he wanted it.
Guardian’s records indicate a copy of his agreement was emailed to him the day after his call, but it is possible it went to a spam folder unseen, or a typing error was made in his email address.
A liaison with Guardian’s Loyalty Center sent a new email with a copy of the Agreement and an Addendum and confirmed via a phone call our customer did receive this email.
Regarding the questions, Guardian representatives strive to address all customer concerns, including those that may not have been vocalized, in an effort to resolve all issues and prevent the need for a customer to call again. Guardian’s Loyalty liaison did the same and learned our customer also has a technical issue with his control panel. Guardian is in the process of troubleshooting the issue with our customer.
Guardian apologizes for the issue with the original emailed copy of the agreement. We thank our customer for his patronage and look forward to resolving his technical issue as well. Should you have any questions, please contact Guardian at ###-###-####.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:10/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for Guardian Protection Services when I bought my first home last year on October 31st 2021. The technician who installed the equipment failed to tell me that I needed a new Transformer until after he was done installing the equipment. He explained that the equipment would not work right without a new Transformer. I informed him that I would not have had him install it if I had known that prior. Besides that, once the system stopped working properly, I called Guardian services to come and fix it. They informed me that they only had morning slots and evening slots between certain hours. I explained that I worked 6 days of the week during the hours that they had given me. I asked them to set a specific time slot, and that I would take a day off work to be there. They refused to give me a specific time slot, saying that the technician has other customers, and so they couldn't guarantee to be there at a certain time. Work got so busy, that I let it go for months without the system working, while still paying each month for the services. Recently in September, I called them and explained that my system was still not working and begged them to have a technician come out at a specific time slot when I can be there. This time, after many aggravating phone calls , they finally worked with me and had a technician come out to replace the doorbell which got shorted because of the bad Transformer. I was informed that this visit would be free because it is under a year and it is covered under the warranty. Today, October 13th, 2022, I was informed that I have a $75 balance on my account from a co-payment for the technician appointment. This was not explained to me prior to the technician coming out, instead they told me the visit would be at no charge.Business Response
Date: 10/19/2022
October 19, 2022
BBB of Western Pennsylvania
Attn: ********* ****
520 E Main St, Suite 100
Carnegie, PA 15106
RE: **** ******** * ********* ** ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
Our customer has disputed the service charges assessed for a service call to replace her doorbell, as well as the fact the technician who installed the system had informed her at the time of installation that her existing doorbell transfer would need replaced (upgraded). Our customer has asked to cancel the services without the need to pay a cancelation fee.
Guardian performed a thorough review of our customer’s account before contacting her to discuss her grievances. Guardian found that our customer’s transformer met the video doorbell manufacturer’s specifications, but the voltage being supplied was just enough and if the system was taxed, her transformer may not be able to consistently pass the proper voltage to her doorbell. This would result in inconsistent performance of the device. Guardian was able to ascertain the video doorbell did work during the past 11 months when reviewing saved video clips dating back to November 2021, but we are not able to determine how consistently it performed. Guardian also found the service co-pay was quoted when the service appointment was scheduled in September.
Guardian also found that communications between our customer and Guardian’s technician and customer care representative could have been clearer, leading to a better experience from the time of installation. A liaison with Guardian’s loyalty center reached out to our customer to advise the $75.00 service co-pay would be credited as well as one month of service. While our customer did have her doorbell transformer upgraded, Guardian’s liaison noted there was still an issue with the connectivity of her video doorbell with her internet router. Our customer had time to troubleshoot the connectivity issue. She was able to move her router to another location in her home where the signally gain was remarkable and should improve the performance of her video doorbell . We truly hope all issues with the video doorbell have now been resolved and the moving of her router did not impact the performance of other wi-fi devices in her home.
Our customer indicated she was satisfied with the resolution provided by Guardian. We thank her for her patience and patronage, valuable feedback about her experience, and willingness to continue collaborating with Guardian in order to resolve the issues. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 10/22/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
**** ********Initial Complaint
Date:10/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Guardian protection will not offer a provision where I am not being audio recorded for a phone call.Business Response
Date: 10/13/2022
Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address our customer’s concern.
Our customer expressed dissatisfaction that Guardian does not offer a provision whereby he can speak with a representative without having the call recorded.
The primary reason Guardian and many other companies record calls between our representatives and clients is for quality purposes. It allows Guardian to assess its representatives, ensure quality service and continuous improvement. Using recorded calls to monitor employee-customer communications enables supervisors and managers to identify areas of growth and training for employees on an individual, team and company-side level. An additional value of call recording is the ability to review communications for a client when a transaction is disputed, which may lead to a resolution in our customer’s favor.
Guardian recognizes its customers have the right not to consent to speaking with its representatives on recorded lines. Unfortunately, the representatives do not currently have a mechanism in to turn off the recording feature on an individual call basis.
We want to thank our customer for his patronage and feedback. Should you have any questions, please contact Guardian at ###-###-####.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:09/23/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a house that had a Guardian Security System already installed in February 2020. I called Guardian amd the individual I spoke with told me the rate would be $45.99/month on a 24 month contract. I was finishing my dissertation and knew I'd be graduating with my PhD in May of 2021 and moving away, so I was not happy about signing a 24- month contract, but they didn't have a shorter term. The sales representative said they'd waive all of the fees, since the equipment was already installed. I agreed to the service. I did graduate in May of 2021 and took a position as a professor in a different area. However, I rented out the house and continued to pay for the monitoring and included it in the rent because I knew I had signed a 24-month contract. Since the alarm was included as part of their lease, I continued to pay for it past the contract date, until the end of the tenants' lease. When the tenants moved out in August of 2022, I put the house on the market. The house sold on September 22nd, 2022. I called Guardian to cancel my service. They contended I had signed a 60-month contract. As a PhD student, it is impossible to stay in the same area once you graduate. Given that I was graduating in about 16 months, I would never have agreed to a 60-month contract. I explained this to the customer service agent and they said they'd review the original call and call me back. They called back and informed me they had listened to the original call and I did consent to the 60-month contract. However they wouldn't let me hear the call or see the entire transcript of the call. They told me I'd need a subpoena to get access to the proof of agreed to it. They then told me I was responsible for an Early Termination fee of $750, which was never discussed and is buried in small print in the contract. I have moved away, so I have no need of the service and the term I agreed to has expired.Business Response
Date: 09/30/2022
September 30, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ****** ******** * ********* ** ********
**** *** *****
Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to review our customer’s file, address any concerns and work toward a resolution.
Our customer has expressed dissatisfaction with learning she had signed a 60-month agreement with Guardian when she purchased the home and activated services. Our customer believed she had a 24-month term and would not have consented to a longer term. She has asked Guardian to cancel her account and waive the Early Termination Fee.
A thorough review of our customer’s account was performed upon receipt of this complaint, including the recorded call when the terms of the agreement were discussed. Guardian found our customer had not been offered a 24-month term but had been offered a 36-month term or 60-month term without any difference in the cost of action or monthly fee.
Guardian is a customer-centric company and strives to provide options for early satisfaction of an agreement when a customer moves or sells the property. Guardian offers to release customers from their agreement if the buyer of their home activates monitoring services with Guardian, to relocate the service to their new home if possible, to pay the early termination fee per their agreement or continue paying monthly through the end of the agreement term. Unfortunately, neither the option to relocate the service or activation by the buyer were possible.
Guardian’s review of the investment made for this customer’s activation found the costs incurred were less than those incurred if Guardian had installed a new system. Guardian agreed to offer a settlement based on a 36-month term. Had our customer signed a 36-month term, she would currently have 5 unpaid months remaining. Guardian offered to accept a payment equal to the value of 5 months of services to fully settle her account. Our customer indicated this resolution was satisfactory.
Thank you for providing Guardian another opportunity to review of our customer’s account and resolve her issue. We thank our customer for her patronage. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 10/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Guardian Protection today to inform them I would be moving to SC due to a job transfer. I sold the home I am currently living in that has the Guardian Protection security system, which is located in MD. The customer service agent, Kyle, informed me that I had 3 options: 1) Pay them $750 to terminate my contract although I am half way through the 5 year contract. Apparently they don't prorate the termination fee, according to Kyle. 2) I could transfer the services with me to SC, which would involve me buying new equipment for the new home and then I would be forced to have another 5 year contract. Guardian doesn't even service SC. 3) If the new homeowners were to get services with Guardian, then I would no longer be responsible for payment or the contract. I read through the contract and not one of these terms were listed. The only thing mentioned was the $750 termination fee. I am not terminating just tone terminating. The services are not available in the area in which I am moving and therefore, I can't continue the contract. There has to be something illegal about them making me pay fees and/or force the new homeowner to take over a contract they did not sign. I feel like I have signed a contract with a long shark! I should be allow to get out of my contract b/c they don't service the area. My job with the Federal government is transferring to SC. Am I not to take a promotion b/c Guardian want to force people into paying for their trash service that barely works?Business Response
Date: 09/16/2022
September 16, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15136
RE: ******* ******* * ********* ** ********
**** *** *****
Thank you for forwarding this customer complaint to Guardian Protection Services, Inc. (“Guardian”). Our customer has expressed dissatisfaction with the options for settling her agreement for services at the property she is in the process of selling.
Guardian is a customer-centric company and strives to provide options for satisfying an agreement early when a customer moves or sells a property. However, service areas can change from time to time and Guardian cannot guarantee that options to the Early Termination fee will be available to all customers or at all times. It is for this reason there are no Agreement Terms regarding relocation of services to a new property or transferring the service to a new owner. The Monitoring Agreement does state in Section 8. SUSPENSION; TERMINATION; DEFAULT: “Your obligations under this Agreement continue even if You sell or leave the Premises.” The Monitoring Agreement is attached for reference.
Upon receipt of this complaint, Guardian performed a thorough review of this customer’s account history. Guardian found the customer entered a 60-month monitoring term and in exchange, Guardian agreed to install new security equipment in her current home at no charge. The initial investment of free equipment and labor for the installation is recouped over the initial term of the agreement while Guardian provides 24/7 monitoring, cellular communication, remote access and control to her security system, video doorbell and home automation devices, and customer service. Our customer did have issues following the activation of services, the majority of which were internet and wi-fi issues. Guardian provided the customer with free Eero Wi-fi equipment and six (6) months of free monitoring to help the system and services overcome the connectivity challenges resulting from the layout of her townhome, the location her Internet Service Provider installed her router and our customer’s high internet usage. You may reference Complaint ID 14483209. Guardian also reviewed her call to its Customer Loyalty center on September 14, 2022. Our customer told the representative she was not interested in having Guardian provide her service in her new home even if the option existed. Guardian would also like to note the representative had quoted the relocation of service with and without an agreement extension prior to learning we could not offer service in her new location.
The same Guardian representative who spoke with our customer in response to her Complaint in 2020 spoke with her again regarding this current complaint. The representative explained why the agreements had no clauses for relocation or release if the new owner subscribed with Guardian. The representative asked if she had orders for her job transfer, like those provided to military personnel, but the customer indicated her move was not a mandatory reassignment, she had been sought ought and offered a promotion requiring a move to her new location. The representative confirmed that due to Guardian’s investments in the property she is selling, Guardian is not in a position to waive or discount the $750.00 Early Termination Fee. The representative advised she had thirty-one (31) unpaid months remaining on her initial term and noted the $750.00 Early Termination Fee is less than 50% of the value of the remaining unpaid months of her monitoring term. Our customer became upset with the conversation and ended the call abruptly stating she will not pay the Early Termination Fee and we are not to call her again unless we can offer her something else. Our customer does have the option to continue paying her monthly fee and wait for a period of time after the sale of her Maryland home to see if the buyer elects to subscribe and activate services with Guardian. If the buyer subscribes/activates service with Guardian, we will release her from her agreement without penalty effective the date the buyer’s activation takes place. If the buyer does not activate services with Guardian, our customer would then have the option to pay the $750.00 Early Termination Fee or continue to pay the remaining thirty-one months of her term on a monthly basis.
Thank you for informing Guardian of this matter. We appreciate the opportunity to provide response. We do wish our customer the best in her new position and home. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 09/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.