Complaints

This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Guardian Protection has 13 locations, listed below.

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  Guardian Protection

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
• 

  Guardian Protection

  2557 Route 130 Ste 2 Cranbury, NJ 08512

• 

  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  
• 

  Guardian Protection Services, Inc.

  4013 Vincennes Rd Indianapolis, IN 46268

• 

  Guardian Protection

  5253 Prue Rd Ste 300 Bldg 3 San Antonio, TX 78240

The 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:07/13/2022

  Type:Service or Repair Issues
  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.

  We originally signed on with Guardian Protection in February 2019 when we purchased our townhome in ********** ** ***** ***** *****. Three years later we sold our townhome to move out of the area. We contacted Guardian on Jun 8, 2022 to cancel our service. They indicated at that time that we had originally agreed to a 5-year commitment and said we should try to get the new owner to absorb the contract. We felt this was ridiculous - but we made a good faith effort to see if the purchaser would take over the contract. They refused. Guardian continues to bill us monthly ($51.99) and when we explain that we canceled because we SOLD OUR HOME AND LEFT THE AREA, they refuse to waive the $750 termination fee. We don't feel this is reasonable to hold us to a 5-year commitment when this was never clearly explained to us.

  

  Business Response

  Date: 07/20/2022

  
  July 20, 2022   
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  *** ***** ******* ********* ** ********
  
  **** *** *****   
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address our customer’s concerns. 
  
  Our customer has expressed dissatisfaction with Guardian’s expectation of the Monitoring agreement to be satisfied.  He also stated the 5-year commitment was never clearly explained. 
  
  A review of our customer’s account was performed upon receipt of this complaint.  Guardian found the complainant’s wife had electronically executed a Sales and Installation Agreement and Addendum as well as a Monitoring Agreement on August 18, 2018, in exchange for a discounted system installation and activation.  Our customer’s wife initialed the clear and concise statement “The initial term of this Agreement is 60 months.” in Section E of the Monitoring Agreement, where it is also noted the initial term would commence on the day service begin.  She also signed a Notice of Cancelation that provided her with four (4) days to cancel the transaction without penalty.  A copy of the Agreements, Addendum and Notice of Cancellation (attached) were emailed to her immediately upon completion of the signing process.
  
  Guardian installed a premium control panel, three door contacts, one motion detector, a Firefighter smoke detector monitor and a garage door controller at no charge to our customer. Our customer was only charged a $250.00 installation fee to help cover some of the initial costs for the pre-wiring of the security system during the construction of the home.  Guardian made a significant upfront investment installing the security system at such a low cost, and the costs of the installation are recouped over the initial agreement term. This is the reason an Early Termination Fee may apply when a customer wishes to cancel prior to the end of the initial term.
  
  Guardian is a customer-centric organization that offers options for early satisfaction of a Monitoring Agreement other than continued payment of monthly monitoring fees or payment of an Early Termination Fee (ETF), as our customer alluded.  Guardian offers, when possible, to relocate services or release our customer from their Monitoring Agreement if the new owner of the home becomes a Guardian subscriber.  If these options do not work out, then our customers can either pay the ETF noted in their Monitoring Agreement or continue to pay monthly until their agreement term is satisfied; whichever is the lesser amount or better option for them.
  
  While Guardian is not in a position to waive the ETF or payment of the remaining months of the term, on July 13, 2022, Guardian did offer to accept payment of the Early Termination in two installments with the first installment being due in 30 days and the second installment being due in 60 days. A liaison with the Loyalty Center was in the process of sending this offer in writing when this complaint was submitted indicating an additional conversation with our customer may be needed.  The liaison left message for the complainant, but the calls have not yet been returned. The offer to accept payment of the ETF in two installments is still available. Guardian will email the offer to our customer separately from this response, with installment due dates.
  
  Thank you for advising Guardian of this correspondence and providing an opportunity for Guardian to respond.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  
  cc:           **** ********

• Initial Complaint

  Date:07/05/2022

  Type:Order Issues
  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.

  Guardian Protection has breached my service contract as stated in the contract. In section 8 of the contract, it mentions "system repeatedly generates accidental alarms" and "there is an interruption of communication services between the system and our centers". I have had multiple problems with my alarm system, Guardian has tried to remedy them but they still exist and I want to cancel the contract without penalty. I have called and spoken with many "supervisors" who just keep passing you off to other "supervisors" with no resolve.

  

  Business Response

  Date: 07/12/2022

  July 12, 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 stated Guardian was in breach of contract per Section 8 of the contract due to unresolved problems with his alarm. system that Guardian has been unable to remedy.  He has asked that Guardian release him from the agreement without penalty.
  
  Guardian would like to note it is not in breach of contract per section 8 of the Monitoring Agreement. The agreement states “We may discontinue service, terminate the this Agreement and recover all damages to the extend permitted by law if; (a) You do not make payment in full when due and We have given You 10 days’ notice (or such longer period required by applicable law), (b) Your System repeatedly generates accidental alarms, (c) You abuse Our staff, (d) events beyond Our control affect the operation of Our Centers or there is damaged to the Premises such that continuing Services between the System and Our Centers or between our Centers and the Authority…”
  
  A thorough review of our customer’s account found he had three service issues and appointments in 2020, one of which was for a cellular communication issue, no service issues or service appointments in 2021 and a service call in June 2022 for a cellular communication issue.  While the system is not generating accidental alarms, it is generating cellular communication trouble signals at this time.  The account review of the service appointments confirms Guardian has had our customer’s system connected with the two leading cellular networks in the country. Unfortunately, neither provided a consistent connection for extended periods of time. Our customer advised even his ability to make/take cellular phone calls is inconsistent.  Because Guardian cannot guarantee the cellular services in his area will improve nor guarantee new interferences will never happen, Guardian has agreed to release our customer from his agreement without penalty. The cancelation of his account is already underway.
  
  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 Team

  Customer Answer

  Date: 07/13/2022

  [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:07/01/2022

  Type:Billing Issues
  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.

  This company continues to charge my account for a "paper statement fee" each month; even though I've paid two to six months in advance. (They have never mailed me a paper statement for these month) This dates back as far as 02/24/2018, and continues till this date. I contacted customer service in July 2020 about this fee as was told by a CSR that the computer generates the statements monthly, so it was a part of the bill. It could not be removed; even if I was not mailed a paper statement. I called again in January 2021 and January 2022 and was given the same answer about computer automated billing. I have not received a paper statement for the months that were paid in advance, but I'm continually being charged a $2.00 paper statement fee for every one of those months.

  

  Business Response

  Date: 07/05/2022

  July 5, 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 address our customer’s concerns. 
  
  Our customer has expressed dissatisfaction related to Guardian assessing a $2.00 paper statement fee when he pays in advance and does not receive a paper statement fee.  He had contacted Guardian twice about this matter and both times he was told the billing could not be changed.
  
  A review of our customer’s account and agreement was performed upon receipt of this complaint.  Guardian was able to confirm our customer had prepaid most monthly bills from May 2018 until now, and therefore he does not receive a paper statement.
  
  A liaison with Guardian’s Loyalty Center was able to work with Guardian’s Billing Team to have the paper statement fee waived moving forward and has applied a credit to our customer’s account to reimburse him for payment of this fee for those months he did not receive a paper statement. Our customer expressed his satisfaction with this resolution.
  
  Thank you for providing Guardian with the opportunity to resolve this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 07/05/2022

  [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,
  
  ****** **********