Complaints

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

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  Guardian Security Systems, Inc.

  1743 1st Ave S Seattle, WA 98134-1403

• 

  Guardian Security Systems, Inc.

  3106 W Nob Hill Blvd Yakima, WA 98902-4957

• 

  Guardian Security Systems, Inc.

  2701 Mildred St W Tacoma, WA 98466

• 

  Guardian Security Systems, Inc.

  1501 Kentucky St Bellingham, WA 98229-4718

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:06/09/2024

  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.

  Our church is being billed by a former merchant for services never performed.We are asking BBB to stop their harassment and note their poor treatment.

  Business Response

  Date: 06/18/2024

  ****************
  Resolutions Consultant
  Better Business Bureau - ********************
  
  RE: ********************
  ID #********
  
  Dear ******************, 
  
  Thank you for bringing this situation to our attention.  The small church referenced in this complaint was a customer of ******************************************* beginning 12/9/1998. 
  On 10/30/23, Guardian Inspections team created a service ticket and scheduled the Annual Fire Alarm Inspection for 12/1/23
  On 11/28/23, the customer called to reschedule inspection, stating they would be out of town. Inspection was rescheduled for 12/18/23.
  On 12/12/23, the customer called in to cancel service, stating they were moving service to another company. Guardian rep advised customer of the 30 day written notice policy and emailed the link for the cancellation form to the customer to be completed. 
  Cancellation form was received same afternoon, and response was sent to customer acknowledging receipt of form and advising the cancellation would be effective 1/13/24. Fire ******** was notified. 
  On 12/17/23, automated appointment reminder was sent to customer email for inspection appointment on 12/18.
  On 12/18/23, automated dispatch notification sent to customer email at ******. At 11am, Technician was unable to gain access for inspection. Knocked on door and call phone number on ticket, received no response. 
  On 1/11/24, the customer called in a requested to be removed from scheduled, as services had been canceled.
  On 2/22/24, Guardian sent invoice to the customer for the missed Inspection - Rescheduling Fee equal to 2 hours of billable rate, for a total of $1441.44
  On 2/25/24, the customer emailed stating they had terminated services in early December, and requested Guardian delete the invoice for the missed inspection.
  On 3/29/24, Guardian customer care confirmed timeline and charges with inspections team. Account cancellation was finalized, and final balance notification was sent for the inspections invoice in amount of $1441.44. 
  On 4/23/24, (***** days) statement was generated and sent to customer via email
  On 6/1/24, ****** days) statement was generated and sent to customer via email
  As this customer was established with ******************** for 20+ years, and remained in good standing, we have waived the balance for the invoice reference above and the customer account will reflect a zero balance. 
  
  We are always sorry to lose a customer, and we wish them the best. 
  
  
  Warm ************************************************************** and Retention Manager

• Initial Complaint

  Date:02/21/2024

  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.

  Signed a 2 yr contract with Guardian Security Systems/****** in July 2023. They installed ****************************************** system and I paid $4804. 21 in Aug 2023. At first, the doorbell camera worked, but a couple months later, it had issues. Working off & on. ****, the salesman, dropped off the face of the Earth & never heard from him again. His sup, ****, never returned messages either after this large sum was received. Spoke with ****, sup of sales, & more helpful, so far..Had techs come out to the house to try different things to get the doorbell camera to work. Tried new doorbell, wifi extender, & more. Worked when tech was there & as soon as he left, nope. Still works off & on, which is the same as nothing, esp when you need to see who's at the door. Yesterday was 1 hr delay to notify my phone of me setting off camera. My contracts will be shared with BBB. Mostly, the company waited for me to call & initiate help even though they knew there was a huge problem. Me paying for an overpriced *********** doesn't even work & they don't know how tofix it. Received an email today from the office saying **** wants to know when they can come and remove all the equipment "per my request". I never requested that. I sent certified letter today to **** w some possible solutions. I would like to consult w BBB before I decide what exactly would be my request. But I want the monthly payments to stop. I want the contract to stop considering all the headache this has been not to mention leaving work early multiple times to meet w them. If you read Guardian reviews, their MO is to keep trying to bill people even after people have ended contracts, etc!! Is the owner aware of all that happens in the ****** office?Btw, as soon as I signed w Guardian, they sent a certified letter threatening to put a lien on my house, etc for non-payment. Standard protocol for them I guess.As stated above, my request will be more clear, after my phone consult. Thanks BBB.

  Customer Answer

  Date: 02/21/2024

  I am asking that they cancel the contract preferably March 1, 2024, or as soon as we can MUTUALLY decide on a date.  The Attorney General is also involved in this, as well as a couple other agencies.  I will put it IN WRITING when **** from Guardian agrees to do this, as this company is known for having ongoing problems for people trying to cancel them.   Since I have already paid over $5,000 since just last summer, it would be logical that I need to keep the cameras & all equipment.  I do not want them monitoring this system in any way.  I do not want to make monthly payments as this situation is still in limbo, and the doorbell camera continues to only work at times.  The cancelation contract needs to be in plain English, not legalese, preferably one page.  Want to cut all ties with this company.  Thank you.  Please forward this also to ************************* at Guardian Security Systems in ******, **.

  Business Response

  Date: 03/07/2024

  Thank you for bringing this situation to our attention. *********************** signed a 24-month contract with Guardian Security on 7/19/23. We installed the system per scope of contract and have gone above and beyond in our efforts to resolve any subsequent issues. This was also addressed to the Attorney General and the case has been closed.
  
  A doorbell camera connection issue was identified on 10/16/23. We serviced the doorbell camera on seven separate visits: 10/20/23,11/22/23, 12/6/23, 12/20/23, 1/24/24, 1/30/24, and 2/5/24. Additionally, we credited two months of monitoring fees (December and January), refunded February monitoring fees, replaced the doorbell twice, and installed/tested two different Wi-Fi boosters in order to resolve the doorbell Wi-Fi connectivity issues. Note that we did not charge **** for any of these additional parts or labor.
  
  Unfortunately, the Wi-Fi connectivity issue persisted. We are confident that this is not workmanship or parts malfunctions, but an existing Wi-Fi connection issue. We proactively communicated with *********************** throughout this process and documented and stored all notes.
  
  Per ***************** request, we have waived the balance of contract and have terminated services and contracts.
  
  We are always sorry to lose a customer and wish *********************** the best.
  
  Kind regards,
  
  *****************************
  Customer Care & Retention Manager
  Pronouns: she/her/hers
  Phone:********************

  Customer Answer

  Date: 03/20/2024

  To reply to *****************************' correspondence (of Guardian Security) dated March 7, 2024--Some corrections on incorrect statements include 

  +She said the case with the Attorney General is closed and in fact, it is not.  Just missed an email correspondence and then it was reopened.

  +She listed off several dates they came to fix the problem, that never got fixed, and said "they did not charge **** any extra for parts or labor".  I was already paying $140.00 monthly including $30.00 of that for an extended service contract!  Meaning if one has problems, they are supposed to go out and fix it WITHOUT charging anything!  So I was paying dearly to get all that extra help.

  +***************************** also stated they credited back my monitoring fees.  This was ONLY because I asked on multiple occasions!!  They never acted proactively in this situation at any time.  Then after they saw I was requesting to get out of the contract, they still billed me twice.  I had to keep emailing or calling to get those reversed.

  +In conclusion, this company now has my letter to request cancellation of all services and bills/invoices.  They were served it through certified mail and it is now also documented in public records through multiple agencies, on the Internet.  This is to prevent them to continue billing, ANYTIME in the future, as has been their MO.

  Thank you, BBB.  I appreciate all your efforts.

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Cancelled monitoring service since December 2022, due to technician not able to install upgrade. Lack of monitoring since 2022. Recurring billing still ongoing as of 3/25/23, and business still has not refunded me for 2/25/23 and 3/25/23 despite dozens of emails and phone calls. Now 4 months later, I received a new billing statement on 4/15/33. This business is totally incompetent and not able to give me a refund or stop billing. They are terrible!!!

• Initial Complaint

  Date:01/10/2023

  Type:Product 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 paying them for years but they just purchased another company and changed names and have been completely unreliable since they changed the name. I want them to refund what I paid them since they changed their name. The equipment which is not working well is connected to an older version of their new company which was good, reliable and responsive. i

  Customer Answer

  Date: 01/12/2023

  When I discovered the alarm went off as a mistake and sent of false alarm to police, I thought maybe the battery was low. The technician was supposed to come on Monday 1/9 between 10am-12pm to check it out. I called at on 1/9 at 7:30am to see if they can come earlier because I have appointments. They said, they can come around 10:30am. I saw the truck around 11:30am, but they did not stop. I ran after the truck. Later, the business cancelled the service because they don't like the behavior because they thought I tried to open the truck's door. I have been with them for 10 years.

  Business Response

  Date: 03/21/2025

  Please see attached notice that was sent to customer at the time of this complaint. We were unaware at the time of the complaint made to BBB but have resolved the situation with this consumer as of January 11th, 2023. 

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello. BBB helped me with an issue a couple months ago. Thank you all for that! I have another problem.The address I gave is not correct because I cannot find their address. They have a returns address of: ******** ****************************************************************** I bought exterior motion activated sensors from them online (guardlinesecurity.com), a kit containing 4 sensors and a receiver. Shortly after buying the kit, one sensor went haywire. I called (last week of September) and was told they would send a replacement but they were out of stock and would have more in 3 weeks. After 3 weeks or more, I sent an email inquiring about the sensor. I got no reply. a few days later, I sent another email. No reply again. Thank you BBB for any assistance you can give me!