Complaints

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

close

Find a Location

Guardian Alarm Company has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guardian Alarm Company

  26711 Northwestern Highway, Ste. 600 Southfield, MI 48033

  
• 

  Guardian Alarm

  3222 W Central Ave Toledo, OH 43606-2929

  
• 

  Guardian Alarm Company

  6222 Wiehe Rd Amberley, OH 45237-4212

  
• 

  Guardian Alarm Company

  9775 Rockside Rd Ste 200 Valley View, OH 44125-6266

  
• 

  Guardian Alarm Company

  6222 Wiehe Rd Amberley, OH 45237-4212

  

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:02/06/2025

  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 a sub pump alarm installed by Guardian Alarm my sub pump quit working the alarm did not function resulting in my basement flooding. Guardian Alarm stated that they are not liable for faulty equipment. Guardian Alarm stated that I need to check their equipment to make sure that it is working. Initially Guardian Alarm offered me $250.00 for help, then offered me $500.00 because after further review that seen that I have been a customer since the 1990's. I believe that they have admitted fault and are looking for the lowest settlement possible. I have had to remove the flooring and vacuum the floor; this flood also resulted in the loss of personal items. The supervisor I have been on contact with is *** ***** ************

  

  Business Response

  Date: 02/10/2025

  We take every complaint seriously.  After conducting a thorough investigation into the matter, we were able to confirm that we did not receive a signal from the sump pump and therefore did not notify the customer. Once this was brought to our attention a service call was placed to root cause the equipment failure.  Our service manager reached out to ******************* and extended a payment toward their insurance deductible for ****** per their contractual agreement. Line 3 of the contract states Guardian Alarm is not an insurer and will pay ****** toward insurance deductible.  Line 6 of the contract also states the subscriber agrees to carefully and properly test their alarm system. A follow up call was placed to ******************* regarding their flood.  An agreement to pay ****** toward the deductible was extended based on our current contract terms and agreements. *** and Mrs. ***** contract was signed in 2003.  We have since increased our insurance deductible and extended this payment along with a six month credit off of their monitoring. *** **** made a request for ******. Guardian alarm company aligns with the customers contracts and agrees to pay a total of ****** toward the insurance deductible and a six-month credit off of their monitoring bill. 

• Initial Complaint

  Date:01/15/2025

  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.

  10/4/24, a guardian alarm *** came to home to map out a security system that would meet my needs. I was given a plan and an estimate. On 10/21/24, I received a text from ***** @ ************, who works for Guardian Alarm, and was offered a discounted price for the same system. I agreed to it. On 11/14/24 I spoke with ***** over the phone. She informed me the cameras the salesman sold me were the wrong ones for my home and different cameras needed to be ordered. I agreed. We set up installation. When the installers came to my home, they said the cameras I was sold were still the wrong ones and others needed to be ordered. At this point I was uncomfortable proceeding since no one seemed to know which cameras were right for me, so I asked for a refund. On 11/27/24 ***** texted me (so I have this in writing) that the refund would be back on my credit card by "12/5 or 12/6 if not before". I never received the credit so on 12/10/24 I texted *****. She did not respond. 0n 12/11/24 I called and left a message with *****. She did not respond. On 12/13/24 I texted ***** again. She did not respond. On 12/13/24 I called the general customer ********************** number for Guardian Alarm. A man told me ***** had never put in for the refund, he would do it and I would receive a check in 2-4 weeks. On 1/13/24 I called about the check since 4 weeks had passed and was told it would now take 8-10 weeks. I asked for a supervisor and was told ****** was on the phone w another customer and would call me back. She never did. I called the next day, and Kirin told me she sent ****** an "urgent email" to call me. I waited a day and called back. Then ******* **** said she would also send ****** an "urgent email" to call me. I never heard from her. I called back again and this time I left ****** a voicemail to call me. I still have not heard from her. I'm out a lot of money with no answers as to why the timeline changes every time I call.

  

  Business Response

  Date: 01/17/2025

  I left a message for Juliet ****** regarding her full refund. I apologized for the delay in the refund as it should have taken no more than two weeks. I am reviewing our internal process to understand where and why the delay took place and to ensure that each customer receives an immediate response. A check was mailed on January 15 for the full refund of 2339.26.  I will follow up with Ms. ****** to ensure that she has received her refund.

  Customer Answer

  Date: 01/20/2025

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I also want to say that what bothered me most was not the time it took to get my refund but rather the quality of customer **********************. None of the employees I dealt with had any idea what cameras I needed and then two employees simply stoped replying to me or failed to reply to me at all. I think *****, who I was originally dealing with, should be strongly reprimanded as well as the manager who never returned my voicemails or replied to the urgent emails sent by more than one employee. Im glad my refund is on the way but this company has much bigger problems to deal with. 

  Regards,

  Juliet Tissot

• Initial Complaint

  Date:09/22/2024

  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.

  After repeated false alarms due to equipment problems, I called Guardian Alarm to cancel their service. During that call I was informed that an equipment upgrade would improve the reliability of their service (false alarms). $502.44 was paid out on September 6th 2024 to install this equipment "upgrade". The new equipment did nothing to stop the false alarms. To compound the problem Guardians policy is for the alarm to trigger a notification to their call and dispatch center, even if the system is NOT armed. After a false alarm triggered a visit to our home by the Clinton Township police department, I cancelled their service and instructed my bank to stop the automatic payment. I settled financially with Guardian on March 8th 2024 with a final payment for monthly services and a termination of the contract in the amount of $95.42.We have since moved home security services to ADT without one false alarm which occurred with guardian nearly once/week on average. Recently I received a letter from a collection agency hired by Guardian Alarm for the balance of my renewed 3-year contract which came with the last equipment upgrade. The amount claimed to be owed by the collection agency is $1,026.73.

  

  Business Response

  Date: 09/26/2024

  Guardian Alarm has reviewed the account located at ************************* and agrees to remove the remaining balance of ******** for BOC. due to false alarm charges.   All parties have been notified and there is no balance.

  Customer Answer

  Date: 09/26/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** ******

• Initial Complaint

  Date:08/16/2024

  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 went to start service and paid for the cost upfront and now i haven't had the service installed tnd they are requesting more money. I do not want there service and want my money back the i have paid. When i call i get the runaround and being told someone will call you back. No one ever calls me back. I am requesting my $349.12 to be refunded.

  

  Business Response

  Date: 08/21/2024

  We apologize for the delay in completing ****************** installation. Our branch office was in contact regarding the part that was needed in order to complete the installation.  A refund has been issued in the amount of 349.08. 

• Initial Complaint

  Date:07/10/2024

  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.

  What the business committed to provide me. The company has billed me for monitoring services that I did not receive; I have not paid the bill yet and I do not intend to pay it. Also, I no longer want monitoring services from Guardian Alarm. Someone was supposed to call me back and this has not happened.

  

  Business Response

  Date: 07/17/2024

  We have no record of complainant's alarm going off, nor do we have any request or complainant stating the alarm went off at ***** ******.  A request to cancel services was made on 7/10/2024. The account at ***** ****** has been cancelled and the contract has been fulfilled. We will not pursue the ******

• Initial Complaint

  Date:04/07/2024

  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.

  Twice since I have been a Guardian Alarm customer I was told things that were not true, initially when I purchased the alarm almost eleven years ago I was told that all of my equipment was covered by a warranty as $7 of my monthly payment was to warranty my equipment this was not true and I found this out due to a previous issue with my alarm. Currently I called several days ago because I was having issues with my control panel and was told the first available appointment was on Monday April 15th, but I was told if my alarm quit working all together to call back and they would send someone out sooner than that. I called today because it is no longer working at all and was told that was not true as well!

  

  Business Response

  Date: 04/16/2024

  I spoke with ********************** regarding his signed agreement that covers his security and what is covered. He did not purchase the maintenance the coverage that covers normal wear and tear.  He was under the impression that maintenance was automatically included. I also reviewed his alarm history and informed him that his system was still operational and apologized for the time it took to get service to him his home. We value his business as a longtime customer and has issued two months of ******************** credit. ********************** stated he was appreciative, 

  Customer Answer

  Date: 04/16/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

• Initial Complaint

  Date:03/08/2024

  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.

  Despite years of good service from them, once they acquired a new company their billing and website access has deteriorated. I cannot get intelligible bills from them and have called many times and been promised a resolution. You get directed to the website, which always seems to be down and is hard to navigate. I get random emails from different addresses asking me to click on things, but this is a security company that should really have better awareness that having different extensions and no way to access the genuine site other than through a link is dangerous. Moreover, they charge an extra fee of $20 to pay other than by credit card so they have the ability to ding me whenever they feel like it but wont explain why. I have a nearly 20 year history of paying on time every three months through my bank, after reviewing the bill, but cant do that anymore. Now they charge odd amounts seemingly randomly and for overlapping periods so it very confusing. I wish they spent as much on customer satisfaction as they have on new logos and signage.

  

  Business Response

  Date: 03/22/2024

  I left a message for ******* ******* regarding his alarm monitoring invoice. The 5.00 convenience fee was removed from his account in October 2023.  This fee is charged to all accounts that are not set up for electronic or automatic payment.   I will review Mr. ******** billing invoice and cycles with him when he returns my call. 

   

  Customer Answer

  Date: 03/23/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The ********************** claims to have contacted me, however I have had no voice mail messages on either my home or cell phone numbers, both of which the business has in their records. The business also claims to have refunded a $5.00 fee.  They did credit $19, which they described as a fee for not using a credit card to pay.  That the business response is that the fee is $5.00 is just further evidence to me that something shady is going on with the charges.  In any event, the convenience fee is no longer an issue since I am using a credit card, but since they can charge it whenever and for whatever amount they choose, I am greatly uncomfortable.

  Also, for the record, I am female, which the business would know if they bothered to review this at all, with anyone to whom I have already spoken.

  I would be happy to discuss this with the business owner if they actually do contact me, and what I do want, which they seem to offer but which isn't clear, is a reconciliation of the account that makes sense so that I can see that I have not paid twice for the same service, and in the future to be billed only once every three months for the same amount, rather than at different times for different amounts.

  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******* *******

  Customer Answer

  Date: 06/18/2024

  The business has contacted me, however despite verbal promises to follow up and 1) provide a thorough accounting and 2) adjust the bill and 3) adjust the billing periods to be consistent, they have not done so.  I would appreciate your follow-up.

  

  Business Response

  Date: 09/26/2024

  I have confirmed that the billing for ******* ******* is correct. The invoice is generated on a quarterly cycle in the amount of ****** for the last two quarters.  We agree that the prorated bill and cycle billing has been confusing to some customers.  We have taken the feedback from our customers and used to it improve the billing process as well as well as the billing invoice.  I have reached out to Ms. ******* regarding her invoice to confirm that she understands the bill and has a complete understanding of services and charges. An apology has been extended regarding our prorated invoice and lack of clarity.  

  Customer Answer

  Date: 09/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Contrary to their assertions, I did not receive an apology.  I also did not receive a detailed aging of what was charged, for when, and in what amount.  Once again, they evidently expect me to take their word for everything, and I don't.  The bills have indeed been consistent for the last two quarters, but once again, I have no way to determine if they are correct, or if I overpaid previously.  This is the worst customer ********************** I have ever received.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/11/2024

  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.

  It started in early May, 2023. Our security cameras that we purchased from Guardian failed, and since we pay a monthly maintenance fee, I called for service. A technician was sent out 2 weeks later, and he said we needed a new dvr device. He ordered it and said he would be back as soon as it came in. He never called back. I called mid June, in August, and again in October. On Oct. 20, 2023, the tech came again and stated we needed new cameras, and he should have them by Nov.4, and would schedule a time to install them. That never happened. On 10/24/2023 I received a service bill for $1264.92. I called again and spoke to a supervisor, who looked at my reports, apologized, and removed the charges. He also said we would be getting a refund for the 6 months we paid for services we did not get. I told him to terminate our service and to come get their equipment. On 12/7/2023 I got another bill for $453.97 with no explanation why. I called again on 12/13/2023 and was told to disregard that statement, that a refund of $886.85 was being processed, and the check would be here by Christmas. Called again on 1/4/2024, and got it is being processed. As of today, I still have not received any correspondence. I informed them if I did not hear from them by today, I was filing a complaint.Some of the dates are vague because I had not anticipated problems with Guardian, since we have 2 properties using their services, and we had been customers for 15 years more or less, I thought they were reputable.

  

  Business Response

  Date: 01/22/2024

  Ms.  ******,  i have researched the poor service you received, and I want to apologize for the delay in servicing your system in a timely matter. We take the feedback of our customers very serious, and we use the feedback to hold ourselves accountable, improve our processes as well as our customer experience. Our records indicate that a check for ****** was mailed on January 4. The service charges that you received for the service calls were removed and should never have been charged. We have implemented an audit process to ensure that our customers are not charged for services or parts they have not received.

  Customer Answer

  Date: 01/24/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

• Initial Complaint

  Date:12/04/2023

  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.

  I was a customer of executive ********************** for years before guardian alarm took over. We decided to upgrade our system this year. We received a new system complete with door locks and a doorbell in August. In October, our doorbell stopped working. We reviewed user manual and were not able to reset the doorbell on our own. We called guardian alarm and they sent out a technician. The tech said that we did not have access to reset the doorbell and he had to do it. We were then charged a $98 + tax service call charge. Im not feeling great about having to pay for a service call when the equipment was 2 months old. I do not want to pay this as it sets a precedent that they can install faulty equipment and charge customers for service calls. I called guardian alarm to dispute this bill. The representative I talked to did not have the authority to waive the charge and a supervisor was supposed to call me. But they have not.

  

  Business Response

  Date: 12/14/2023

  The amount of the service call has been refunded to the customer.  We apologize for the delay as customer called on 12/1/23 and the credit was issued on 12/5/23, the same day that a supervisor reached out to speak with the customer. 

  Customer Answer

  Date: 12/14/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****************************

• Initial Complaint

  Date:10/17/2023

  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.

  Entered by BBB staff LO Consumer states he was given a notice from ******* that Guardian would be taking over. When they received their first bill from Guardian he states they were reluctant to provide a welcome package. He had to contact them to issue some type of paperwork to provide to the insurance company. The consumer also did not know where to call to contact the business about the alarm system. The consumer states there was also a communication error that caused the alarm to go off and he could not get it to shut ff. He contacted them and they advised him they would send someone out but it would be $80.00 for a service call as well as an hourly charge and a charge for parts. The consumer was not happy with the service and decided he wanted to cancel the service. It took about a week for someone to come out and disconnect the service. The consumer called them again the following week and asked how much they were going to get back and they advised he would only be getting reimbursed for 2 months per house (4 months total) because he did not give them a 1 month notice of cancellation. He was told he would get 2 separate checks, 1 for each house. He was then told he was not going to get the tax back on the reimbursement checks. He was advised that their computers were not set up for that.

  

  Business Response

  Date: 10/31/2023

  We apologize for any inconvenience experienced by the customer and have issued a refund check in the amount of $163.94 on Monday, Oct 30.