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

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
• 

  Guardian Protection

  2557 Route 130 Ste 2 Cranbury, NJ 08512

• 

  Guardian Protection

  7710 First Pl Ste H Bedford, OH 44146

• 

  Guardian Protection Services, Inc.

  100 Dominion Dr STE 101 Morrisville, NC 27560

• 

  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:02/05/2024

  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.

  I want to stop being billed for monitoring service. I don't even have a land line phone. Stop billing me. I can't access online, noone answers phone.

  

  Business Response

  Date: 02/07/2024

  February 7, 2024
  
  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.
  
  Our customer states he wants to cancel his services and billing and cannot reach Guardian by phone or online.
  
  Guardian has no record that our customer called, tried Guardian’s website chat option, or entered a request for a call through our website.  If a customer tried contacting Guardian by phone and there is an unusual hold time, the phone system gives customers an option to request a call back if hold times are longer than they can work into their schedule.  While we have no record of the customer attempting to contact us, Guardian has been leaving messages asking him to contact us for some time now about a possible system issue.
  
  Our customer needs to call Guardian at 1-800-776-8328 between 8:00 AM and 8:00 PM, Monday through Friday, or between 8:00 AM and 5:00 PM on Saturdays to request cancelation of his services.  We will be happy to oblige.  Please note our customer will need to provide his verbal password in order for his request to be processed.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:02/05/2024

  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.

  I have been a customer with Guardian since 2008. In 2019 when I got divorced I wanted to take my ex wife's name off the account. It was a simple name transfer. I stayed in the house and she moved out. Guardian would not allow me to do this without upgrading one piece of equipment. I stated repeatedly that I did not want this new piece of equipment, that everything worked fine, I simply wanted a name change. If the system worked as is why should I need this? So they forced this equipment on me with what supposed to be a 3 year contract. Several months ago now I called to cancel this account. They informed me since I was a new customer I'd have to wait until the end of the contract. What was supposed to be a 3 year contract they have listed as a 5 year contract. Also, they treated me as a new customer instead of one who's had service at this address since 2008. In summary they forced equipment on me and mistakenly list me as a new customer with a 5 year contract instead of what was supposed to be a 3 year contract. I've spoken with them over and over again with no resolution. They continue to harass me with phone calls even though I've repeatedly told them to stop calling me. They continue to run up a balance on an account that is supposed to be closed and have threatened to turn me into collections.

  

  Business Response

  Date: 02/13/2024

  February 13, 2024
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:        **** ******* * ********* ********
  
  Dear Better Business Bureau: 
  
  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 contacted Guardian in 2019 to have a name change done on the account when he went through a divorce.  He stated he was not able to have a simple name change performed and was required to upgrade a piece of equipment and sign a new agreement.  He advised he called several months ago to cancel the services and was surprised to find he had a 5-year agreement rather than a 3-year agreement as quoted in 2019.  Our customer has requested Guardian to close his account with a $0.00 balance.
  
  A thorough review of our customer’s account was performed upon receipt of this complaint.  Guardian’s records indicate Honeywell’s support for our customer’s existing cellular communicator would be ending in the near future and if it became unenrolled, it would not be able to be reactivated.  The cellular communicator needed to be upgraded to prevent a disruption in services for our customer.
  
  While Guardian no longer has a copy of the call between our customer and the representative he spoke with, the cost of the upgrade would have been able to be waived with just a 36-month term.  Guardian therefore agreed to cancel our customer’s account and credit the current account balance to $0.00 and notified our customer of such.  The necessary paperwork to terminate the services has been executed and the account balance has been credited.
  
  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: 02/13/2024

  [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:01/18/2024

  Type:Billing 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.

  I had an option of 1 year, 3 year or 5 year agreement of service. Neither changed the Down payment or monthly payment. Now trying to move they are saying I would owe almost $1,500.00 do to equipment cost and technician time to install the equipment. I asked how because my down payment and month payment did not change no matter which term I picked so that should already be paid for. She couldn't explain why that doesn't change yet I still owe the money. I request the business to be ethical and not charge me the additional amount because I have had the service for a year.

  

  Business Response

  Date: 01/29/2024

  January 29, 2024
  
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ******* ******** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address any concern.    
  
  Our customer states he was offered the option to sign a 1-year, 3-year or 5-year agreement and the term he chose had no impact on his sale price or monthly fee.  Our customer signed a 5-year agreement and states he is only learning now that the term length impacts the calculation of his early termination fee.
  
  We apologize for the delay in responding to our customer and the BBB; we needed to fully research the sales options at the time our customer was installed.  We found our customer is correct with having the option to sign a 3-year or 5-year monitoring term with no added discounts for the longer term.  Please note Guardian did not offer a 1-year term for installation, but the customer’s warranty was for one-year to match his builder’s home warranty.
  
  Guardian reached out to our customer to share the finding and has emailed our customer an Addendum to document the change to the initial term of his Monitoring Agreement.  Guardian also reviewed other options to paying the Early Termination Fee in the event he does sell is home.
  
  Thank you for advising Guardian of this matter and seeking a further review of his account.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  

• Initial Complaint

  Date:01/17/2024

  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.

  Guardian Protection has provided us with a home alarm system for many years. In July 2023 the alarm system malfunctioned and activated. I requested by phone that Guardian silence the loud alarm, They offered to send a technician out within a day or two, which I would have had to pay for. I informed them that I needed immediate help to silence the alarm. They did not provide me with any help. I removed the panel and disconnected the wiring in order to silence the loud alarm. I informed them that I was canceling service because they would not assist me. I was told that my contract was in effect through 12/2023 and I would have to pay (enrolled in AutoPay) thru 2023. On 01/04/24 I phoned them to ensure they would not continue billing. They requested I sign a form. I then informed my bank to remove Guardian from AutoPay. About 01/10/2024 I received a letter stating there was a $20.00 fee. On 01/17/2024 Guardian informed me by phone that they were billing me for January 2024 plus $20.00, totaling $56.28. They are billing me for January even though I am no longer a customer and they are not monitoring. Alarm system has been disconnected since July 2023.

  

  Business Response

  Date: 01/22/2024

  January 22, 2024
  
  
  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 is disputing the need to make payment of the $56.28 balance on his account.  In addition, he states Guardian did not provide him with any help on January 23, 2023 other than to offer to send a technician in a day or two. 
  
  Our customer contacted Guardian on July 24, 2023 about system trouble issues, and again on July 25, 2023 to discuss cancelation of his account.  Due to time remaining on his agreement term, the customer opted not to pay off the remaining months and cancel the account at that time.  Therefore, the account continued to bill.
  
  Our customer called on January 2, 2024 to check the billing, assuming the account was canceled at the end of the monitoring term.  Due to liabilities, monitoring agreements auto-renew and cancelation requires a cancelation confirmation letter signed by an agreement signer 30 days prior to the requested cancelation date. Our customer’s initial monitoring term ended December 31, 2023 and auto-renewed on January 1, 2024 on a month by month basis. Our customer called on January 2, 2024 to cancel services and was quoted the balance due of $36.28 as their final payment.  Because the customer canceled the auto-payment service, a returned payment fee of $20.00 was later assessed.
  
  Guardian was able to listen to the calls between our customer and representatives on July 24, 2024 and July 25, 2023.  The representative our customer discussed his agreement and cancelation with on July 25, 2024 did neglect to advise the customer that if he wished to cancel at the end of the term, he would need to call 30 days in advance of the term’s end date to stop billing effective the end date.  For this reason, Guardian has credited the balance due of $56.28 and the account now has a $0.00 balance.
  
  Guardian would also like to respond to our customer’s statement that Guardian did not provide any help on July 24, 2023.  First, Guardian would like to note the customer’s system was installed by Shelterguard, Inc., and Guardian does not have any copies of their installation paperwork.  The customer advised the technical representative that his keypad was beeping, displayed a list of trouble condition, and was unresponsive to any of his commands. The unresponsive keypad limited trouble shooting attempts, leaving the only choice to silence the beeping to power the system down.  The panel our customer has is usually powered by a transformer plugged into an outlet.  Our customer could not locate a transformer for the panel.  The representative offered to connect to our customer’s cell phone camera to view the area and try to further assist in finding the source of the system’s power, but our customer declined.  The representative offered a next day service appointment for a co-pay per his agreement, and an on-call service call that evening at on-call rates, but our customer declined.  On July 25, 2023 another representative offered to send a technician, but again the customer declined.
  
  
  Thank you for informing Guardian of this matter. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 01/23/2024

  [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:12/28/2023

  Type:Order 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.

  Our family recently built a new home. During the new build process we were asked is we want to instal guardian security monitoring at our residence. Long story short, we were sold something that we thought was much more robust and offered more advantages then what we thought. However, our biggest concern is that we thought there was only an installation fee and not a monthly services fee. Let alone being locked into a contract for 5 years. These items were not communicated to us in any way besides when we signed the incredibly long, multiple page purchase contract. This company is incredibly deceiving. As a result, we pay $60/mn for a service we get 0 use from and are locked into this for 5 years. Again, this was not communicated to us in any way by the sale man. When I tried cancelling services they said they were not able to do that. I said I was more than happy to pay for the installation fee as we did agree on that but I was completely unaware of the monthly service fee of $60/mn which I would’ve never signed up for. That is absolutely ridiculous.

  

  Business Response

  Date: 01/03/2024

  January 3, 2024
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      **** ********* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address our customer’s statements.    
  
  Our customer has expressed dissatisfaction with his security system, which he thought would be more robust, and was surprised to learn he had entered into a 60-month monitoring agreement, stating the terms of the monitoring agreement were not communicated with him.  He is disputing the amount of $3600.00 which matches no sale, installation, or monthly service charges, nor the early termination fee quoted by Guardian.
  
  First, Guardian would like to note the system is as robust as the customer’s investment.  To date, the customer has a basic security system with an automatic garage door opener, both of which can be managed and controlled remotely.  The customer paid just $365.00 for the installation in exchange for the 60-month monitoring commitment he entered.  His monthly service charge is just $49.99 before tax.
  
  The system can be expanded upon, with the purchase of additional devices/services, including intrusion sensors, life safety devices such as monitored smoke detectors and carbon monoxide detectors, flood and temperature sensors, home automation devices and alarm.com video devices. 
  
  With regard to our customer’s claim that the terms of the agreement were never communicated, Guardian references the attached electronic agreements executed by our customer.  The very first page of the electronic paperwork presented to our customer by their sales representative points out important terms of the agreement before the customer ever clicks on Next or Start to begin reviewing, initialing, and signing acceptance of the details.  The cover sheet is also present on the final, executed copy of the paperwork which is immediately emailed to both Guardian and our customer. 
  
  In addition to the cover sheet highlighting a few of the important terms, you will see our customer had to review and initial a number of important statements about the monthly service charge, possible permit requirements, initial term and automatic renewals, and their consent to a credit report.  Our customer also initialed his acknowledgement of his right to cancel in the monitoring agreement and on the separate Notice of Cancellation form.
  
  Our customer had a system installed for a nominal fee only after the execution of the 60-month monitoring agreement.  Guardian has an investment in the home that Guardian recoups over the course of the monitoring term, while providing services.  Our customer also has the ability to enhance the system in many ways and can contact Guardian’s Loyalty Department to discuss options.  If our customer decides to terminate the agreement early, he may do so per the terms of Section 18. EARLY TERMINATION / CANCELATION in his monitoring agreement. 
  
  Thank you for bringing this matter to Guardian’s attention and providing an opportunity for Guardian to respond to our customer’s statements.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 01/03/2024

  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,
  
  **** *********

• Initial Complaint

  Date:12/04/2023

  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.

  Entered by BBB staff DC. Consumer states on Sept 27 an agent came to her home to demonstrate a security system. It was supposed to view the front yard, the driveway to the street and the garage in the back of the house. It is supposed to alert her to any activity. The phone will not pull up the information. She called again and they came out and it didn't get it corrected. They installed another door bell and it still isn't working. They never discussed she had the contract for 60 months. She called today to discuss they didn't know they had a contract for 60 months and they would send out a technician and would cost some money and didn't divulge to her the dollar amount.

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ******** ****** * ** ********
  
  Dear Better Business Bureau: 
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint.
  
  Guardian appreciates the BBB presenting an opportunity to address our customer’s concerns.  However, when a representative of Guardian’s Agency Complaint Response Team was finally able to reach the customer, she was told they did not wish to discuss their account and contacted a lawyer.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair 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.

  Their security center calls daily with cell communication error. Their serve department has been here twice, the last time with supervisor onsite. Ordered a part and was told alarm would be silenced until part came in. They are calling from 10 pm to 3 am. Want it fixed without a million calls.

  

  Business Response

  Date: 11/28/2023

  November 28, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ****** ******* * ********* ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint.  Guardian values every opportunity to research and attempt to resolve our customers’ issue(s).
  
  Our customer stated he was receiving daily calls from Guardian about a communication error.  Further, our service department had been on site twice, with a supervisor on the second visit, and a part was to be ordered and the alarm system silenced until the part came in.  Our customer asked that the problem be fixed without a ton of calls.
  
  A thorough review of our customer’s service history and communication issues was performed upon receipt of this complaint.  Guardian found the necessary part had never arrived and there had been no follow-up on the missing part.  Our customer’s system had been flagged to prevent further calls about the issue, but the prevention measure was not indefinite and expired, resulting in the calls resuming.
  
  A Guardian representative contacted our customer on November 20, 2023 to apologize for the delay in obtaining the part and the resumption of the calls about communication issues.  The representative assured our customer that she would expedite getting the part, prevent the calls amount communication issues for another two weeks, and also provided a 3-month monitoring credit due to the customer’s experience.
  
  Guardian was able to locate the part and get it to a technician for installation on November 27, 2023.  A Guardian representative contacted our customer this date to follow up after the service appointment.  Our customer confirmed he hadn’t received any calls about communication issues overnight and the issue appears to be resolved.  Our customer will contact Guardian should the problem reoccur.
  
  Guardian apologizes again for the delay in getting the part installed.  We also thank our customer again for his many years of patronage and for his patience throughout this situation.
  
  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: 11/28/2023

  [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:11/16/2023

  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.

  I had an alarm system in Indianapolis IN with Guardian and about 3 months ago had to move across the country to FL. When I called the alarm company they told me they do not service the area I'm moving to but I also cannot cancel for 60 months! I had no idea when I signed up this would be an issue, I was never told I couldn't move out of the service area without huge charges and I'm now expected to pay either over 1500 dollars or continue paying monthly for something I'm not even able to use

  

  Business Response

  Date: 11/30/2023

  November 30, 2023
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ***** **** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address our customers concerns.    
  
  Our customer has expressed dissatisfaction with the Early Termination Fee quoted when it was determined Guardian would not be able to relocate her service to her new location.  She has asked that all billing be stopped. 
  
  For background, our customer’s security system was sold by a representative of AAA Home Security (AAA), whereby all aspects of the sale, including negotiating the terms of the Sales and Installation Agreement and Monitoring Agreement, for her home in Indianapolis, took place directly with AAA on August 25, 2022.  Guardian Protection created the agreements to document the terms of sale, installation and monitoring as mutually agreed upon by our customer and AAA.  
  
  The agreements were sent to the customer on August 25, 2022 at 7:28 PM GMT.  The customer did not sign them until 10:42 PM GMT on August 25th.  Guardian believes our customer had ample time to review the documents in their entirety, including Section 18. EARLY TERMINATION / CANCELATION in the Monitoring Agreement.  In addition, our customer had until midnight on August 29, 2022 to contact AAA Home Security with any questions or concerns, or to cancel the sale and installation without penalty or obligation.
  
  According to the terms of the Sale and Installation and Monitoring Agreements, our customer had a security system professionally installed on May 8, 2023 for which she was only billed a $49.00 activation fee.  She also received a discounted Monthly Service Charge of $39.99 for the duration of her initial term as well as three (3) free months of monitoring per the Special Conditions of the agreements (attached).  The equipment and labor for the installation would be recouped slowly over the course of the initial term while Guardian provided services. 
  
  Neither Guardian nor AAA guarantee service can be relocated or transferred to another party.  However, Guardian is customer-centric and offers to relocate service when possible or release a customer from their agreement if the buyer of their home subscribes to monitoring services with Guardian, as an alternative to paying the Early Termination Fee.  Unfortunately, our customer moved outside of Guardian’s Service area and the buyer of her home in Indianapolis has not subscribed to monitoring services with Guardian. 
  
  The payment needed to settle the Monitoring Agreement as of this writing is $1,528.98.  This amount includes payment of the $1449.00 Early Termination fee (as calculated per Section 18 of the Monitoring Agreement for forty-six (46) unbilled months) and the current account balance due in the amount of $79.98.
  
  
  
  Guardian is sorry we are unable to offer a relocation of her services to her new home and the buyer did not subscribe to Guardian for monitoring services.  If our customer is not in a position to payment the amount needed to settle the account now, she may continue paying her monthly bills and have Guardian recalculate the settlement amount in the future.
  
  Thank you for providing Guardian with an opportunity to address our customer’s concerns.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 11/30/2023

  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.

   

  I am perfectly fine paying the cancellation fee but I am not willing to pay the almost 1500. That is something that needs to be discussed with the customer and it absolutely was not
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ***** **** * ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of our customer’s additional concerns regarding the above referenced complaint.  Guardian appreciates the opportunity to address these concerns and provide clarification.
  
  Our customer voiced a concern that the Early Termination Fee of her agreement was not discussed by her sales representative.  It may not have occurred to the AAA Home Security sales representative to discuss it, any more than it occurred to our customer to ask about it.  The agreements sent to the customer for review and signature, per her negotiation with AAA Home Security, required initials next to many important terms of the agreement.  These terms included the Monthly Service Charge Billing, Initial Term and Automatic Renewal to name a few.  The following important capitalized statement is included immediately below our customer’s initials: “AFTER THE INITIAL TERM, THIS AGREEMENT WILL AUTOMATICALLY CONTINUE ON A MONTH-TO-MONTH BASIS (EACH MONTH, A “SUBSEQUENT TERM”). YOU OR WE MAY TERMINATE THIS AGREEMENT AT ANY TIME AFTER THE INITIAL TERM UPON AT LEAST 30 DAYS’ PRIOR WRITTEN NOTICE TO THE OTHER PARTY.”   Our customer had the opportunity to fully review the Agreements without a salesperson present or on the phone, and express any dissatisfaction with the term, question how she could cancel the agreement during the initial term or cancel the transaction without penalty within three business days (four calendar days) from the date of the transaction.  Copies of the agreements were included with the initial response to our customer’s complaint.
  
  The customer states she is perfectly fine paying the cancelation fee.  The cancelation fee, per the terms of her agreement, is currently $1,449.00.  Should the customer pay this amount within 30 days of the date of this correspondence, Guardian will waive the current balance due on the account in the amount of $79.98.
  
  Again, Guardian is sorry to hear our customer has moved to an area where neither Guardian nor AAA Home Security provide services.  Thank you for the opportunity to provide additional explanation. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer Answer

  Date: 12/12/2023

  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.
  

  I think you misunderstand me. I'm not willing to pay almost 1500 as a cancellation fee but I see no reason we can't come to a fair alternative cancellation fee. I find it absolutely insane to be expected to pay so much for something I have no ability to use, how did I have any way to know I'd be moving so soon?
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** ****

• Initial Complaint

  Date:11/15/2023

  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.

  I purchased a condo in April and moved in at the end of June. I moved as a first-time homeowner and secured a home alarm system for $43.00 per month on the recommendation of my realtor. I just called to cancel the service as I do not need it, and they said I signed a five-year contract, and it will cost me $1,000.00 to cancel it. I don't recall the contract being for 5 years and wouldn't have committed to that timeframe. I assumed it was a yearlong contract.

  

  Business Response

  Date: 11/15/2023

  November 15, 2023
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ******* ******* * ********* ** 
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address any concern.    
  
  Our customer has expressed dissatisfaction with the Early Termination Fee quoted when she called to cancel the services six months after the installation and is unhappy with the 5-year term; she assumed it was a yearlong agreement.
  
  For background, our customer’s security system was sold by a representative of AAA Home Security (AAA), whereby all aspects of the sale, including negotiating the terms of the Sales and Installation Agreement and Monitoring Agreement took place directly with AAA on April 6, 2023.  Guardian Protection created the agreements to document the terms of sale, installation and monitoring as mutually agreed upon by our customer and AAA.  
  
  The agreements were sent to the customer on April 6, 2023 at 3:31 PM GMT.  The customer did not view the agreements until 3:55 PM GMT on April 6, and did not sign them until 6:04 PM GMT.  Guardian believes our customer had ample time to review the documents in their entirety, including the statement “The Initial term of this Agreement is 60 months (“Initial Term”) which she had to initial.  In addition, our customer had until midnight on April 10, 2023 to contact AAA Home Security with any questions or concerns, or to cancel the sale and installation without penalty or obligation.
  
  According to the terms of the Sale and Installation and Monitoring Agreements, our customer had a security system professionally on May 8, 2023 for which she was only billed a $49.00 activation fee.  The equipment and labor for the installation would be recouped slowly over the course of the initial term while Guardian provided services. 
  
  Our customer has discounted Monthly Service Charge of $39.99 ($42.39 with sales tax) and fifty-four (54) unpaid months remaining of the initial term.  Our customer’s Early Termination fee as of this writing is $1,701.00, which is an alternative to paying the full amount of the monthly service charges for the remainder of the term. 
  
  Guardian is sorry to hear our customer doesn’t feel she needs the security system any longer.  We encourage her to utilize the system to proactively keep her and her family safe.  There system and app have many features, some of which our customer may not be aware of.  She is welcome to call Guardian’s customer care center for assistance and can also create a login on GuardianProtection.com to gain access to support information for her panel, sensors, and the Guardian App.
  
  Thank you for providing Guardian with an opportunity to address our customer’s concerns.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 11/15/2023

  [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:11/06/2023

  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.

  I purchased a brand new townhome in June 2021 and selected Guardian Protection to be my security system provider (which was definitely a mistake). During this time I signed a three-year agreement for services and within my contract states a $750 early termination fee to cancel the contract. I sold my home on 3/30/23 and moved into an apartment. The new owner's of my previous home expressed interest in taking the service over, to which Guardian explained to me that was possible and would relieve me from the early termination fee of $750. The new owner contacted me on Tuesday, May 9, 2023 to let me know that apparently, he and his wife could not start service until my account was disabled. I promptly called Guardian's loyalty department the same day letting them know again that I SOLD my home, and that the new owners would set service up once mine was cancelled. We cancelled out my account over the phone and I signed a discontinuation or something like that. 8/24 I paid Guardian $161.97. Prior to that, my last payment was 2/25 and I was still one month behind. With the August payment, I would technically have been covered through April. In September, I kept getting calls from Guardian asking about installation. I was confused. I told the man no and that I moved to an apartment and mentioned the new owners taking over. He told me they never did to my surprise, so I asked for them to bill me for the early termination fee. I get a document from them saying I have to pay $1003. Of course I am not going to sign off on that. My contract that I SIGNED in the beginning says I am liable for a $750 ETF fee only. I am not paying monitoring fees for a home I am not living in anymore, nor is the system still active. I cancelled everything in May, and they continue adding money as if they are owed that. I truly regret signing up for Guardian and not Vivint, and to think I recommended Guardian to both my sister and brother. Luckily, they ghosted my sister so she with ADT instead.

  

  Business Response

  Date: 11/08/2023

  November 8, 2023       
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ****** ****** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address any concern.    
  
  Our customer advised he had moved and was working with Guardian’s Loyalty Department and the buyer of his previous home.   The buyer had indicated to our customer that they would sign up with Guardian.   Guardian in the meantime quoted our customer his Early Termination Fee in the event the buyer didn’t sign up.
  
  A representative reached out to our customer after his account had been reviewed.  The account review showed Guardian had quoted the $750.00 Early Termination Fee because the customer had no balance due at the time.  When he received a new quote for settlement of the account, it included the past due balance for the monthly bills that continued after the closing date. 
  
  Guardian also found the buyer had scheduled an appointment to have the services activated in their name, but canceled the appointment and never rescheduled it.  If the buyer had activated the service in their name, our customer would have been released from his Monitoring Agreement without further penalty.
  
  In speaking with our customer, Guardian learned the buyer had not notified our customer that they hadn’t taken over the service yet and did not have any plans to do so in the near future.  This resulted in continued monthly bills, which apparently were not forwarded to our customer’s new address in a timely manner.  When our customer was quoted a settlement amount of $1003.97 in September, it included the Early Termination as well as the amount needed to pay his current account balance.  Regarding the form the customer had signed, it authorized Guardian to stop responding to signals from the system under his name since he no longer had control of the system and didn’t own the home but did not stop the billing.
  
  In an effort to settle our customer’s account quickly and ensure Guardian’s initial installation investment was fully recovered, Guardian was able to accept a payment of the $750.00 Early Termination Fee less the payment of $161.97 he made in August.  Our customer felt this was satisfactory and made the settlement payment on November 7, 2023.  His account has been fully canceled without further penalty or obligation.
  
  Thank you for advising Guardian of this matter and providing an opportunity for additional assistance to our customer.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  
  cc:        File #6169113

  Customer Answer

  Date: 11/08/2023

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