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 Services, Inc

  835 Sussex Blvd Broomall, PA 19008

  
• 

  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  
• 

  Guardian Protection Services, Inc.

  4013 Vincennes Rd Indianapolis, IN 46268

• 

  Guardian Protection Services

  230 Great Circle Rd Suite 210 Nashville, TN 37228

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:08/03/2023

  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.

  Guardian installed a new security system 7/27/2023. Wednesday 6 days later 8/2/2023 the upstairs fire sensor began to chirp the security pad flashing and beeping. I called guardian and talked with a person who suggested that dust may be the cause. He told me construction dust can often be the problem. ( the system is 6 days old and there is no construction here ) he told me they had no techs to help but he could tell me how to disengage it from the system. I explained that I am a 77 year old woman I would have to drag a ladder up the stairs and then climb upon it and I am unable to do that. He could offer no other solution. The noise was terrible and so I called often begging for some help. They continued to tell me that there were no techs available. One person said he might be able to get a tech on overtime. That would cost me $180 and time per minutes extra. I often asked for a manager /supervisor. They read “ a supervisor will call you in 24 to 48 hours.” Now it is 26 hours and counting. I have called and reminded them that this person is supposed to call me asking for them to note this on my account information. Yesterday 8/2/23 I asked that they come and remove the system. They could not send a tech until today 8/3. I told them numerous times to send a tech to remove the system. At 5:30 I spoke with a fifth person who offered to help me disengage the entire pad and system. I did that and had no noise until 10:20PM when the system again went off. That person suggested that sometimes the fire department will help. The system has been quiet since and I did not contact my fire department. . Today the tech arrived to check the smoke detector on the second floor. I did not let him in as I had told Guardian multiple times not to send anyone unless they were prepared to remove the defective system. I await the call from the supervisor. I have lodged a dispute with AMEX. No record of the malfunctions at the security office my pad or phone. Susan Starkey.

  

  Business Response

  Date: 08/07/2023

  August 7, 2023
  
  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 review our customer’s account and resolve her concerns.    
  
  Our customer stated she had a smoke detector start flashing and beeping just six days after her system was upgraded and new equipment was installed.  She was unhappy with troubleshooting suggestions due to the location of the device and dissatisfied that the representatives she spoke with were unable to schedule a service technician the same day she called.  She has requested that Guardian take the equipment back and refund her payment for the equipment installed on July 20, 2023.
  
  Guardian review our customer’s account and requests made on August 2, 2023, the day the new smoke detector went into trouble.  Guardian would like to apologize to our customer for her poor experience.  The representatives our customer spoke with had the ability to schedule an on-call service appointment at no cost to our customer, due to the situation, but neglected to do so.
  
  Guardian has agreed take return of the equipment, refund our customer’s installation payment made on August 1, 2023, and terminate her account without further payment or penalty.
  
  Guardian would like to thank our customer again for her patronage and once again apologize for the poor experience she had.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  First and foremost, I have experienced consistently unreliable customer service from Guardian Protection. Whenever I have reached out for assistance, I have encountered uncooperative representatives who choose to disagree and argue rather than offer meaningful help. This has led to frustration and dissatisfaction with your company's approach to addressing customer concerns. Furthermore, there have been instances where the contract agreed-upon during installation was changed without my consent or prior notification. Such practices are not acceptable and have further eroded my trust in your services. Moreover, my account has been compromised, as it has been used by another address that you have been unable to rectify. Each time your team attempted to locate my account, it was associated with another customers located at ***** ******* (as stated on the call), raising concerns about the security and accuracy of your system. Additionally, the services provided by Guardian Protection have not been reliable over the past two years. Despite several complaints, your team has been willing to come out and check the services, but the problem persists.

  

  Business Response

  Date: 08/04/2023

  August 4, 2023
  
  
  
  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 account and resolve her issues.
  
  Our customer noted she has had a poor experience with customer service leading to frustration and dissatisfaction.  She also had a concern that her account had been compromised, leaving her concerned about her safety and security. She has requested to be released from her agreement without penalty.
  
  For background, our customer’s system was sold and installed AAA Home Security, LLC (AAA), an authorized dealer of Guardian Protection, whereby all aspects of the sale and installation took place directly with AAA.  AAA is a separate and distinct company from Guardian, for which Guardian provided 24-hour monitoring and related services until Guardian purchased the account from AAA approximately a year after installation.  Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA, including security evaluations, sales processes, installation practices or any other aspects of AAA’s business.
  
  A review of our customer’s account made it clear that Guardian did not have full installation details or service records AAA.  This has prevented Guardian from gaining a full appreciation of the issues the customer has experienced and difficulties and delays in troubleshooting and resolving technical issues.
  
  After a review of the account and service history Guardian possesses, including Guardian’s error in linking another address to her account, Guardian has agreed to release our customer from the remainder of her monitoring agreement term.  Our customer does not owe any further monitoring fees and has agreed to pay the bill for the service call Guardian performed on August 1, 2023.
  
  Thank you for providing Guardian with an opportunity to research and resolve this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/24/2023

  From: ****** ********* *********************>
  Date: Wed, Aug 23, 2023 at 5:33 PM
  Subject: RE: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  All issues has been resolved and the account with Guardian has been cancelled.
  
   
  
  Thank you
  
   
  
  ***** *********

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service 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 have been receiving numerous call each day, 7 days a week from guardian protection by phone number 1-800-776-8328 about new service over the past 3 months. I hit 0 today when they called to speak to customer service at 12:20 ET. I asked the representative "Josh" to take me off their call list. He asked me for more information and "verbal" passwords, etc. I explained I didn't have them as I haven't used their service for years and to take me off their list and quit calling me. He requested password info again. I told him to look me up from phone number, last name or address since they've been calling me they obviously have it. I got no where with him and asked for his Operator ID #. He asked why? I said because I'm getting nowhere and I'm sick of this and the calls. He then hung up on me. I've been a customer of Guardian for about 10 years as well.

  

  Business Response

  Date: 08/02/2023

  August 2, 2023
  
  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”).  Guardian appreciates the opportunity to respond.
  
  The complainant has expressed displeasure with Guardian’s request that he verify the verbal password to make the changes he requested.
  
  Guardian is sorry to hear our customer was dissatisfied to hear he needed to provide a password for our representative to get into his account discuss making the changes he wanted, but Guardian’s requirement for the verbal password is in our customers’ best interest.  This process is in place to protect customers from confidential information being shared with unauthorized parties, and to prevent account changes that could result in placing our customers in harm’s way. 
  
  Guardian tried to contact our customer after receipt of this complaint but was unsuccessful.  A representative left voice messages and tried providing the password electronically.  However, our customer has not returned the messages, nor has he called in with the password to indicate he has received it.  The password is now being sent through the US mail.  Our customer will need to call Guardian at 1-800-776-3828 once he receives, and he will need to provide the password to discuss his account.
  
  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team 

• Initial Complaint

  Date:07/25/2023

  Type:Product 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.

  On July 16, 2023 received an email from Guardian Protection that I owed them an unpaid amount of $20. I thought the bank didn't take the total payment amount out of $51.92. When I called I was told that I owed $20 more. At no time was I ever sent a email nor anything by mail stating Guardian was going UP $20. Later is when I found out that they went up $20 and didn't contact me by emailing nor letter. They just said an UNPAID BALLANCE OF $20. I feel Guardian did SCAM, FRAUD, DISHONEST & A SCHEME to me as a Senior Citizen. At no time did I have a chance to look for another Alarm Monitoring Company. I'm on a fix income and $20 is way to much to increase my payment to $71.92 a month. Guardian did a SCAM to me as a Senior Citizen. My Customer # is 590108. Please investigate this matter. Thank You!

• Initial Complaint

  Date:07/25/2023

  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 am writing to file a formal complaint against DRB Homes and Guardian Protection Services regarding the unauthorized and persistent monitoring of my home without my consent. Despite multiple attempts to resolve this issue by contacting both parties on three separate occasions, I have not received a satisfactory resolution, and my privacy and security continue to be compromised. According to Virginia law, as a homeowner, I have the right to privacy and control over surveillance on my property (*** **** **** * *******). DRB Homes and Guardian Protection Services have blatantly disregarded my privacy rights by maintaining an active home monitoring account without obtaining my consent, making me feel violated and exposed in my own residence for 2 months. I have made multiple attempts to address this matter directly with both DRB Homes and Guardian Protection Services, but my concerns have been dismissed, and my requests for resolution have been ignored. The lack of responsiveness from both companies is highly concerning and indicative of a blatant disregard for their customers' rights and concerns. The constant monitoring of my home without my consent is a significant invasion of my privacy. The fact that this third party has access to information about my constant movements, ingress, egress, and even the blueprint of my house and home furnishings is deeply unsettling and unacceptable. I demand that DRB Homes immediately release the home monitoring account they have maintained without my consent. Additionally, I urge Guardian Protection Services to promptly cancel all monitoring services associated with my property. As per Virginia law, homeowners have the right to protect their privacy and personal space within their residences (*** **** **** * *********). By failing to seek my consent for home monitoring, DRB Homes and Guardian Protection Services have clearly violated this legal provision and undermined my rights as a homeowner.

  

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  
  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 resolve the complainant’s issue and put her mind at ease.
  
  The complainant advised DRB Homes and Guardian Protection have been monitoring her home without her consent, despite multiple attempts to resolve the issue by contacting both parties.  At the time of her complaint, she had not received a satisfactory resolution and felt her privacy rights were violated and exposed.
  
  A review of the Guardian’s account for DRB Homes was conducted upon receipt of this complaint.  Guardian found it had not received notification, whether due to an oversight or lost communication, from DRB Homes to cancel the Monitoring Agreement to which Guardian was bound.  Guardian was able to resolve the issue on July 25, 2023 and the account was fully canceled that day.
  
  Guardian apologizes for the delay the complainant experienced in having this matter resolved.  Thank you for bringing this matter to Guardian’s attention to ensure it is resolved.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/26/2023

  [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:07/12/2023

  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.

  I had this service since 2019 now I want to cancel but they said I have to pay them $1,224 but all they were offering was a service my equipment was paid off through a finance company

  

  Business Response

  Date: 07/13/2023

  July 13, 2023
  
  
  BBB of Western Pennsylvania
  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 appreciates the opportunity to respond and address the customer’s complaint.
  
  Our customer states he is being quoted a settlement fee of $1,224 to cancel his account when he had paid for his equipment through a finance company and all that was being provided was service.
  
  For background, our customer’s security system was sold and installed by NWT Surveillance Group (NWT) whereby all aspects of the sale and installation of the monitored security system, including the electronic paperwork, took place directly with NWT.  NWT is a separate and distinct company from Guardian, for which Guardian provided 24-hour monitoring and related services for customers whose security systems were sold and installed by NWT, and later purchased our customer’s account for the monitored security system NWT.  Guardian does not control any day-to-day business activities or any internal policies or procedures of NWT, including security evaluations, sales processes (including sales of separate stand-alone systems), installation practices or any other aspects of NWT’s business.
  
  Guardian would first like to address the cost of the monitored security system and financing.  The customer’s security system was installed for $0.00 in exchange for the 60-month Monitoring Agreement with a monthly fee of $39.99 which our customer accepted when he initialed and signed the agreements and addendums on file (attached).  Our customer appeared to be aware he had a monitoring commitment when he called Guardian on October 25, 2022 to confirm the end date of his monitoring term.  A representative confirmed the end of his monitoring term is October 1, 2025.
  
  Our customer called again on May 22, 2023 to discuss his monitoring agreement.  He stated he was going to cancel his account effective Thursday of this same week (May 25, 2023).  The representative he spoke with on May 22nd confirmed the number of months he had remaining on the term of the Monitoring Agreement and advised he would have to pay an Early Termination Fee.  Our customer ended the call while the representative was still researching the amount of the Early Termination.
  
  Guardian would like to note that our customer called in for camera support on 11/25/2022.  The system Guardian is monitoring has no video devices connected to it.  It is Guardian’s belief that NWT also sold the customer a stand-alone video surveillance system, and it is this video system that was financed and paid for.
  
  Our customer next contacted Guardian on July 12, 2023.  He informed a representative he had called in June and canceled the service.  He said he also wrote a note on the invoice he sent with his June payment that asked us to cancel his account.  The representative who spoke with him on July 12th confirmed again he has an agreement that is not satisfied and there would be an Early Termination Fee.  The representative advised he could pay the Early Termination Fee of $1,250 plus the balance due on the account, or pay off the remaining unpaid 27 months, whichever was less, within 30 days to fully cancel the account.  Our customer advised the rep there was no way he was going to pay it.  He also said he was very dissatisfied with the service, though the only issue our customer ever communicated to Guardian was a problem with cameras which Guardian did not monitor or service.  Our customer also admitted on this call he had changed providers. 
  
  Our customer was well aware he had an unsatisfied Monitoring Agreement prior to changing companies.  Had he not ended the call abruptly on May 22nd, he would have had the details of his options for canceling prior to signing up with another provider.  Guardian would like to note our customer referenced canceling service with ADT without penalty.  He said he had been with ADT for many years, so it is likely he had already satisfied his ADT monitoring agreements prior to canceling with them.
  
  To date, the cost of the free installation of the security system has not been recouped.  Our customer has the option to pay the $1,250 Early Termination Fee plus the current account balance or pay off the remaining twenty-seven unpaid months of his monitoring term, valued at $1124.24.  Our customer will continue to be billed monthly until the end of his term if his final payment is not received.
  
  Thank you for advising Guardian of this matter and providing an opportunity for Guardian to finally resolve the issue.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/12/2023

  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.

  Repair to my Hardy siding, the Gaurdian Protections technician took it upon him self with no authorization to screw 4 holes into my siding to mount my security camera. He refused to acknowledge where we told him to put the camera and took it upon him self to mount it on the wall and into the siding. Now they are refusing to reimburse my monies for the replacement of siding to fix what they destroyed. The company is giving me the run around when I reach out to see what kind of solution they have come up with to reimburse me for their wrong.

  

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  
  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.
  
  The complainant states a Guardian technician took it upon himself, without authorization, to screw four holes into his siding to mount his security camera.  The complainant further states the technician refused to acknowledge where he was told to put the camera and took it upon himself to mount in on the wall and into the siding.  The complainant states Guardian is refusing to reimburse his monies for the replacement of the siding to fix what the technician destroyed.  Our customer is seeking a repair or refund.
  
  Guardian would first like to note the complainant was not present at the May 5, 2023 installation appointment.  Guardian’s technician discussed the camera location with the complainant’s wife and questioned what she would like to see through the camera.  She explained what she would like to see and pointed to a general installation location up high near the corner of the home where she thought the camera should be located.  The technician suggested a position lower on the wall and to the right for an optimal view based on best practices.  The complainant’s wife indicated the technician’s suggestion was fine.  At no time did the complainant’s wife indicate they had any restrictions as to where the technician could mount the camera or run the wire to an outlet.
  
  At some point after the camera was installed, the complainant’s wife indicated she had been in contact with her husband, and he wanted the camera moved.  The technician offered to move it that same day, but the complainant’s wife indicated it was fine and maybe they would have it moved at a later date if they had Guardian add another outdoor camera to the job. 
  
  Per Section 8.  INSTALLATION OF A SYSTEM in the Sales and Installation Agreement (attached), our customer had an obligation to notify Guardian and the technician of specific constraints that should be followed with the camera installation.  Guardian’s investigation determined that no constraints were provided in writing or verbally.
  
  Guardian did agree to remove the newly installed equipment and cancel the customer’s account without payment for any of the equipment or 7 hours of labor for the system upgrade installation on May 5, 2023, nor the 3.5 hours of labor for relocating the camera on May 10, 2023.  The equipment has been removed and the screw and drill holes have been sealed with silicone.  Guardian will not be processing a refund or performing further repairs but would like to point out to the customer that James Hardie Fiber Cement Siding Touch-Up Kits are available through many home improvement retail companies.
  
  Thank you for providing Guardian with the opportunity to respond.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/19/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:07/10/2023

  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.

  On 04/04/23, I had a conversation with Thomas H*** from Guardian Protection about inst***ing a new security system at our new house in MD. I asked if their system worked with Alexa, he said it did. I told him he was talking too fast and my English isn’t so good but he assured me I was in good hands. He never told me the contract was for 60months and there was no trial period. He sold me 4 cameras, doorbell, door lock garage openers, siren, sensors and glass break sensors, totaling $3600. He told me that I would have to make a thousand dollars deposit and the technicians would come out on 05/02/23. After I signed the contract, I had additional questions, when I emailed him, He referred me to a 1-800 number. On 05/02, after inst***ation, the technicians said I had 90days to test out the equipment. Within 2 weeks., we found out their equipment didn’t work with Alexa, the cameras didn’t record 24/7 and there was a threshold for the camera, after which it would stop recording. No one mentioned this. I c***ed them to on 05/17 to cancel my services because it wasn’t compatible with my Alexa and the cameras do not work as we were told and we were within our 90day period as we learned from the technician, but they said “if You cancel or terminate the Services or Agreement for any reason other than Our breach of the Agreement, You will pay Us an Alternate Performance Charge (“APC”) equal to the product of (a) $35 multiplied by (b) the total number of months remaining in the Initial Term multiplied by (c) 90% (e.g., If 60 months remain in the Initial Term, the APC would be calculated as follows: $35 x 60 months x .90 = $1890). The APC is an alternative to You paying the full amount of the MSCs remaining in the Initial Term and is not a penalty”. I believe this is a breach of contract because they assured me that their system was compatible with my Alexa but it is not and They never disclosed how their cameras worked. I want to cancel my services with them, a refund of my $1000 and my contract with them cancelled without paying any fee. They are more than welcomed to come get their equipment from my house with prior notice.

  

  Business Response

  Date: 07/24/2023

  
  July 24, 2023
  
  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 and assistance to our customer.
  
  Guardian apologizes to our customer for her expressed discontent with her Guardian sales consultant.  She had contacted Guardian’s Inside Sales team by phone to discuss the existing system Guardian had inst***ed for the previous owner of the home she was purchasing, as well as adding new features.  The telephone conversation with Inside Sales representative Thomas H*** was quite lengthy, over an hour, with a lot of information discussed regarding the existing system, new equipment and features to be added, and the agreement and discounts.
  
  Guardian’s Agency Complaint Response team researched our customer’s account and reviewed the recorded c*** between our customer and Thomas H***, the representative she spoke with on May 7, 2023.  We will address each issue our customer has noted, though not in the same order as noted in our customer’s complaint.
  
  Our customer’s first issue was with the inside sales representative advising the system worked with Alexa (Amazon Echo).  This question was asked at the beginning of the c*** when our customer and representative were discussing the system already inst***ed.  It was not a discussion about getting a new system inst***ed.  The representative, referring to the existing equipment, advised Alexa would work with the system. 
  
  Approximately fifteen minutes after the start of the telephone c***, our customer began discussing home automation and cameras offered by Guardian.  The inside sales representative was clear at this time, and repeated it several times during their conversation, that the cameras would only be accessible through the app, website, and touchscreen panels, with a chance our customer could project video from their phone to a television.  At no time did the representative state the cameras would be viewable on an Amazon Echo device (Alexa).  
  
  Our customer’s next issue is the cameras do not record 24/7 and have a threshold.  The cameras do in fact record 24/7, though Guardian’s technicians missed inst***ing a MicroSD card in their rear camera and it currently does not record 24/7.  Guardian has offered to inst*** the missing MicroSD card or, if the customer chooses to purchase MicroSD cards with more storage, to inst*** their new cards in each camera at no charge.  Guardian also found the inside sales representative neglected to discuss a “threshold” (clip limit) with the customer.  The threshold does not impact the 24/7 recording of video.  The clip limit (“threshold”) is a limit on how number of monthly notifications and short video clips the customer will receive when the cameras detect motion.  Guardian’s system chose the incorrect number of ***owable clips for the number of cameras our customer purchased.  The clip limit has already been increased by five thousand clips per month and can be raised again if needed.
  
  With regard to the term of the Monitoring Agreement, Guardian’s representative offered both a 36-month term and a 60-month term.  Our customer chose a 60-month term.
  
  Lastly, regarding the 90-day “test” period, Guardian’s technicians assured their managers and the Agency Complaint Response Team they notified the customer of the 90-day warranty on *** newly inst***ed devices.  Guardian’s tenured technicians advised at no time did they state there was a 90-day test or trial period.
  
  Guardian has a significant investment in this inst***ation, as does our customer, which has not been recouped.  Guardian will not release our customer from the agreement she signed, nor refund any payments.  Guardian has increased the clip limit and will do so again if needed, has offered to inst*** the missing MicroSD card or new cards provided by the customer, help set up recording rules for her interior cameras, and assist her with setting up her Echo/Alexa service with the devices that are compatible. 
  
  Thank you for informing Guardian of our customer’s concerns and the opportunity to resolve the majority of her issues.  Should you have any questions, please contact Guardian directly on (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/31/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:07/04/2023

  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.

  I have been a member of Guardian Protection since 2022. I have never had any problems with them until I decided to get more equipment. I asked how much it would cost to purchase a doorknob and garage door opener, and I was told that it would only be $1.00 more on my bill. Everything was installed and worked fine, then all of a sudden I get a 600.00 bill. I call them to figure out what is going on, and they tell me that I owe this from the products that I just ordered. You can understand why I was confused since my understanding was that I owed 1.00 more. I was told they would review the transcript of the call and give me a call back. I never received a call back, and that was months ago so I assumed they resolved the issue. Just recently they have shut down access to my app. So now I am not able to view any doorbell camera footage or have access to my garage. I called them just a couple of days ago about what was going on; and they told me it was because of the balance on my account. You can imagine my surprise, as I did not receive a call in months to try to resolve the issue. Obviously I am not valued as a customer, and they just want money out of me. I feel like any other business would have tried to problem solve with me especially because from my perspective, I don’t owe them anything. Also, if I knew how much it was at the time that I ordered it, I would have simply paid. However, I was either unintentionally or intentionally told something different. I am extremely disappointed with this company, and currently waiting for a call back on cancelling. Since they didn’t call me months ago at the time of the issue, I doubt I will receive a call to discuss. Also, they have reviewed the transcript of the phone call, but I did not receive a copy. This just all seems very shady.

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  BBB of Western Pennsylvania
  ***** ********* ****
  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 the opportunity to further research and resolve our customer’s issue.
  
  Our customer has disputed the charges for the installation of a door lock and garage door opener controller.  She states she was told it would only be $1.00 more on her monthly bill and was surprised to receive a bill for $600.00.  She contacted Guardian to discuss the charges.  A representative explained the charges.  The representative then offered to have her call when placing the order reviewed and call her back, but she never heard from anyone.  Our customer assumed the billing issue was resolved, only to find her use of the Guardian app had been recently shut down.  Our customer was extremely disappointed and still waiting to hear from a representative about the transcript of the call and also wished to discuss cancelation.
  
  Guardian would first like to apologize for the lack of follow up to our customer after she voiced her billing concerns on April 20, 2023.  A new review of our customer’s call with member of Guardian’s loyalty team on February 28, 2023 for pricing to add a door lock and garage control was performed by a liaison of Guardian’s loyalty department.  She found the loyalty representative did quote the cost of the equipment to be $510.00, including the installation, and a $1.00 increase to the monthly service charge and the electronic addendum signed by our customer reflected the same charges quoted verbally.  The liaison also noted, however, the pricing was provided immediately after a 4-minute hold time during which our customer may have been multi-tasking.  It is possible our customer was not yet completely focused back on the call when the representative came back on the line and started quoting the costs.
  
  The liaison contacted our customer to discuss her findings.  While Guardian does not maintain transcripts of calls or provide them without a subpoena due to security and liability concerns, an offer was made to arrange to play the pertinent part of the call for our customer.  She indicated that would not be necessary.
  
  Guardian provided our customer with a credit equal to one month’s service, due to the lack of follow-up, and payment arrangements for the unexpected installation charge. 
  
  Thank you for advising Guardian of this matter and providing an opportunity for Guardian to finally resolve the issue.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/04/2023

  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.

  In June of 2022 we began to rent a townhome that already had Guardian equipment installed. We felt the best thing would be to use the company since the equipment was already there. A technician came, worked on the equipment. Told us about a ring doorbell - we purchased that as well. I think we paid around $150 for it. Long story short we were asked to leave by the owners in June of 2023 that are using it as a summer home. Where we have moved has secure buildings and we no longer need the service - nor do we have access to such service at the last property. We did not own the property and were asked to leave unexpectedly. Guardian is asking us to continue to pay an additional $800 to end our contract. We are basically being asked to pay for a service we are not getting nor do we have access to. The supervisor that called said there was nothing he could do and that we signed a contract and they installed equipment. The only thing that was installed was the door bell which we paid for - and is still on the property. He was not sympathetic to the fact that we left the property at the request of the owner - not something we had planned on. We are now being asked to pay for something we do not have access to.

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA 15136
  
              RE:      ******* ******** * ********* ** ********
  
  **** *** *****
  
  Thank you for forwarding the above referenced complaint to Guardian Protection for review and an opportunity to resolve the issue.
  
  Our customer has expressed dissatisfaction related to the term of her monitoring agreement and the fee for terminating services prior to fulfillment of the agreement term.  Our customer noted they lost their lease unexpectedly and is upset with facing the need to pay for early termination when unable to use the system any longer or relocate the services to their new residence.
  
  Upon receipt of this complaint, Guardian performed a thorough review of our customer’s account history as well as the history of former customers at this same location.  When reviewing the initial telephone calls from the customer to set up service, we found she did not mention she was renting and therefore a smaller agreement term with less savings was not offered.  That being said, Guardian was able to determine the $110.00 discount for the installation of the video doorbell and cost of labor to reprogram, test the equipment, and provide training was nearly recouped by the date of this complaint.
  
  Guardian offered to close the account, without further penalty or obligation, upon her payment of the June 16, 2023 statement.  Our customer made the payment, and her account has been canceled.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  

  Customer Answer

  Date: 07/10/2023

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