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

  4423 Professional Pkwy Groveport, OH 43125

• 

  Guardian Protection

  4710 Eisenhower Blvd STE F1 Tampa, FL 33634

• 

  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:08/16/2022

  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 was charged $129 fee for a technician to come to my home on 4/1/22. I paid the $129 fee to the technician and I have a receipt. Guardian is still charging me the $129; which has now increased to $313 as they keep adding on fees. I have informed them I do not owe this fee and I have a receipt provided by the technician. I would like credit for the $129 I paid and would like the remaining fees removed.

  

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  BBB of Western Pennsylvania
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
  RE:      ***** ******** * ********* ** ********
  
  **** *** *****
  
  Guardian Protection Services, Inc. ("Guardian") is in receipt of the above referenced complaint and attachment. Guardian appreciates the opportunity to research and resolve our customer’s issue.
  
  Guardian performed a thorough review after reading our customer made payment in the amount of $129.00 to our technician, but we continue to bill her for the $129.00 which has now increased to $313.00 due to fees being added on by Guardian.
  
  Guardian’s review found the payment had been made but then reversed.  Guardian researched the payment history through ACI Payments, Inc, which provides Guardian’s electronic and automated payment services.  Guardian learned the payment had been reversed because the checking account could not be located.  This likely resulted from a typo of the technician when entering the routing number or checking account number for the transaction.   Late fees have accrued for the unpaid service charge, but the late fees only total $9.00.  Guardian examined her account further and found the autopayment service for her regular monthly fees had been discontinued. The balance due on the account includes the service call charge and several monthly service bills.
  
  A Guardian representative reached out to our customer who agreed to check her funding accounts to verify Guardian had not taken payments before processing a new payment.  And while the representative was not able to connect with our customer again, our customer did make full payment of the balance due.  Guardian also applied a credit to her account to prepay her next monthly bill due to the error when made when inputting her payment information for the service call charge. 
  
  We thank her for her patronage and patience and apologize for the payment entry error.  If we can be of further assistance, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:08/15/2022

  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 had Guardian take off my phone line about 11 months ago, they came out no charge. Had issues after they left, had to have tech back, no charge. Now having issues again, FC code, called guardian, they can't fix it over the phone. They want me to unplug something in box. I AM NOT A TECH, DON'T FEEL COMFORTABLE DOING THAT. THEY WILL COME OUT BUT CHARGE ME, NOT ACCEPTABLE. I have had nothing but issues with my service since they took off phone line.

  

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  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 review her account and work with her to resolve her issues.    
  
  Our customer expressed dissatisfaction with the performance of her security system after both the upgrade adding cellular communication on January 3, 2022 and the service call May 6, 2022.  She is further displeased representatives quoted her time and material charges to schedule a technician to power cycle her system, a procedure she is not comfortable performing herself.
  
  We are sorry to hear our customer had these negative experiences after her years of patronage.  Guardian’s Agency Complaint Response Team conducted a thorough review of our customer’s account and system history upon receipt of this complaint. The team agrees with our customer that a technician should be on site to power cycle the system and test it to ensure the issue is resolved, and the need to on-site service is related to the January upgrade and May service.
  
  A representative reached out to our customer to apologize for her experience and to schedule a service appointment which will not be charged to her. The representative will follow up to confirm the issue has been resolved and our customer is satisfied.
  
  We thank our customer for her patience and years of patronage. 
  
  Thank you for informing Guardian of this matter and the opportunity to resolve our customer’s issues.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  
  cc:           **** *******

  Customer Answer

  Date: 08/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this home and asked the guardian security services to stop all service and remove any monitoring devices from my home. They did not remove the device and asking me for extra money to remove the device from my home. They are not even helping shutting down the service. I have serious privacy concern and want to file a consumer complaint against the guardian security company.

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA 15136
  
              RE:      ******** *** * ********* ** ********
  
  **** *** *****
  
  Thank you for forwarding this complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian appreciates the opportunity to clarify and further discuss the complainant’s request.
  
  In 2017 Guardian sold and installed a security system for the former owner of the home the complainant recently purchased.  The security system was not leased and was fully owned by the former owner of the complainant’s new home.
  
  The former owner did not request Guardian to remove the equipment and apparently included the security system equipment in the sale of the home, similar to a seller including existing appliances and furnishing in the sale such as a dishwasher, refrigeration, carpeting, area rugs, etc. 
  
  The buyer now owns the security system equipment.  Guardian would like to confirm that all services provided to the former owner have been fully discontinued and Guardian is no longer able to receive signals from the system.  If the buyer wishes to have the system serviced or removed, Guardian will charge him for the service call at our current billable rates, just as any contractor would charge him to remove appliances or existing carpeting he doesn’t like.  If the complainant had an agreement with the seller about the removal of equipment, that is between him and the seller.
  
  Guardian offered the complainant the option of powering down the system himself, and taking down the equipment himself if he wishes, or to pay for a service technician to remove it.  A Guardian representative tried assisting the complainant with powering down the system on August 3, 2022, but was unsuccessful.  Guardian would also like to note that, should the complainant decide to pay for a technician to remove the equipment, the technician will remove the security equipment but will not repair any drywall, wallpaper, window/door trim etc.
  
  Thank you for informing Guardian of this matter. We appreciate the opportunity to respond and provide additional information and clarification. Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased my Guardian Protection Service with Guardian on 3/27/2019; through Ryan Homes. I have had several issues from incorrect installation to devices purchased from Guardian Protection malfunctioning. In 2019 I purchased a new home from Ryan Home and had Guardian install my system. The first issue they did not install a hardwired window sensor per my contract agreement in my 4th floor loft. The second issue a hardwire in one my garage window, the sensor was cut. To resolve the two issues Guardian installed external window sensors, the whole point of me going with Guardian was to have everything hardwired, not battery operated. The third issue, their provided fire detector is so sensitive even when I made toast it would go off. I called Guardian to find a resolution, they just try to sell me more products, instead of resolving the issue. I ended up replacing my smoke detector with a Nest smoke detector. The latest issue I reported on July 27, 2022 was the doorbell camera Guardian provided from Skybell lags and does not capture motion, such as package delivery. I had to install a separate camera to capture motion. I called Guardian technical support and was told this is a known issue with Skybell and that they are moving away from Skybell to their own doorbell. I was sent to loyalty support. Turns out their products only have a 1 year warranty, but Guardian signs you into a 5 year contract. I just asked for a new doorbell and they tried to charge me $350 for a new doorbell and lock me into another 5 year contract. I ended up getting a ring doorbell instead. I want to terminate my Guardian contract without penalty. My current termination date is 3/27/2023. I want this contract terminated immediately. It has been a nightmare dealing with Guardian and the horrible products and expensive services. There is no service, all they want to do is make you spend more money instead of providing technical support or finding a resolution.

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ****** ** * ********* ** ********
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address our customer’s concerns, some of which were addressed in response to his complaint in 2020.
  
  Our customer is again expressing his dissatisfaction with having a wireless window sensor in his loft and one wireless window sensor in his garage when both were to be hardwired; dissatisfaction with a fire detector that goes off regularly because it is too sensitive; and now has an issue with his Video Doorbell.  Our customer has asked to be released without penalty.
  
  A new review of our customer’s account has been performed.  With regard to the two wireless window contacts that were to be hardwired, one in the loft and one in the garage, please reference the attached Builder Wire Tag Sheet which had been scanned into our system.  Both windows were pre-wired.  Pre-wiring for hardwired devices occurs just after the electrician has finished wiring the home, but before the drywall was hung and often before the windows and doors are installed.  A pinched wire (loft window) and missing/inaccessible wire (left garage window) would have been caused by another contractor hired by Ryan homes as the walls were wide open when Guardian ran the wiring for the security system.  Guardian installed the wireless sensors  to avoid cutting drywall, requiring drywall patching, until pinch in the loft window wire was located (could have been anywhere between the first floor and loft) and where the missing garage window wire had been dropped or cut by another contractor.
  
  With regard to the sensitive fire detector, Guardian would like to note that we did not install a smoke or fire detector.  Guardian installed a FireFighter Audio Sensor which is a smoke detector monitoring.  It is designed to “listen” for a non-monitored smoke detector, including hardwired smokes installed by electricians to meet building code, and go into alarm based on alarm sounds being emitted by an actual smoke detector. Guardian has no record of a call from our customer to discuss issues with the FireFighter Audio Sensor cords indicate our customer never called about the device being too sensitive, a service call would have been offered.
  
  Lastly, the issue with the video from Skybell Video Doorbell sometimes lagging on his cell phone was first reported on December 2, 2021. A representative suggested he turn his phone off and on again, which may improve the speed of notifications/access to video.  We next heard from our customer on May 14, 2022.  He had changed internet providers and router and needed assistance connecting his video doorbell to the new router.  A representative assisted him with setting the notifications to the control panel, and our customer indicated he would reset all of the settings for his cell phone. There was no mention of continued lag times, and we did not hear from our customer again until July 14, 2022.  On July 14, 2022, our customer called and reported his video doorbell was not as sensitive as it used to be and not recording motion when his doorbell button was not pushed. A representative help him with his settings and also reversed a software upgrade that had been pushed through by Alarm.com to see if the lag time would improve.  Our customer called one more time about his video doorbell on July 16, 2022.  He reported the video doorbell was ringing on his control panel again for all motion, not just when someone pushed the doorbell button, and the sensitivity had not improved over the previous two days.  The representative rebooted the video doorbell, put it on the newest software again, and helped him with his settings.  Guardian would like to note the video doorbell was installed and activated by Guardian on March 26, 2019.  The one-year warranty has expired.  The calls noted in this response were recorded and reviewed upon receipt of this complaint.  At no time did a representative state this is a known problem with the Skybell.  Our customer upgraded his internet service and possibly he had a phone upgrade as well.  Technology continuously changes and it is possible the technology changes made by our customer have had an impact on the performance of the video doorbell. 
  
  Guardian is sorry to hear the video doorbell is no longer working as it had when first installed.  Our customer was quoted the cost to replace the Skybell with the newer Alarm.com video doorbell and pay for it out right and advised Guardian could discount the cost in exchange for an extension to his agreement.  Our customer declined both offers and instead had the representative remove the camera service and monthly charges for the video access.
  
  In 2020 Guardian reduced the customer’s agreement term by 12-months due to his dissatisfaction with the installation of two wireless window sensor, though Guardian did not cause the issue.  Due to the unrecovered investment for the discounts afforded to the customer with the original sale and installation, Guardian is not in a position to reduce the customer’s initial term further or waive the Early Termination Fee.
  
  Thank you for advising Guardian of this matter.  We appreciate the opportunity to address our customer’s issues.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/11/2022

  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.
  
  The response from Guardian protection just shows the errors that were made by the company from installation to support. They have just denied any accountability or provided any customer service. They won't even budge to let me out of my contract 6 months early. From their response I have contacted Guardian several times with each issue. I will definitely express my horrible experience with friends, family, and future new home purchasers. Guardian protection has lost me as a customer and any future business with me. I still wish for Guardian to terminate my contract without penalties immediately, as I have already purchased a new security system to remediate all the flaws from my Guardian protection security system. Second of all, the claim from Guardian that they cannot incur the cost of terminating my contract early is deplorable, I had paid $2,500 for the security system in 2019 and yet was locked into a 5 year contract. 
  
  Regards,
  ****** **

• Initial Complaint

  Date:08/02/2022

  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.

  In my previous residence I purchased Guardian Protection Service and had additional equipment for surround speakers also installed. This was new construction and everything was added to my closing costs and paid for. They made me sign a 5 year contract (in small print). After 2 years I lost my job and had to sell my home and move to Caroline County VA. When I called them to let them know for service transfer they said they didn't offer service in my new neighborhood so I would have to just continue to pay with no service for 3 more years 39.99 a month. Reluctantly I kept paying them. I asked them to please let me out of my contract since they didnt offer service in my area. They offered to let me off for $500. I didnt have $500 so i declined offer and kept paying. After 6 month of living in my new residence I saw a Guardian sign on another home so I called them and complained that they had lied to me about not offering service. They acknowledged mistake and said they would get my service transferred to my new residence but would extend my contract another 2 years and charge me for installation. I was so mad they expected me to do such a thing after I had been paying them since November 2020 without service. I kept paying until April 2022 and I got fed up and told them I wasn't paying them anymore for no service. They are harassing me and threatened with collections. I want them to return my money paid of 679.83 which is 39.99 for 17 months of no service and leave me alone.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  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”).
  Our customer has made a number of statements about her experience regarding the settlement of her account since she sold her home.  Guardian performed a thorough review of our customer’s account and will do our best to address each matter.
  
  Our customer entered a Monitoring Agreement (attached) with a 60-month monitoring term on December 3, 2018 . The Monitoring Agreement had an initial term of sixty (60) months which was acknowledge when the customer affixed initials beside the separate and statement “The initial term of this agreement is 60 months.” A copy of the Agreements was emailed to our customer upon execution, including a Notice of Cancelation that enabled her to cancel the transaction without penalty until midnight on December 7, 2018. The Monitoring Agreement includes terms for early termination and obligations if a customer moves under Section 8. SUSPENSION; TERMINATION; DEFAULT:
  
  Our customer’s agreement term went into effect on December 21, 2018, the date the installation was completed, and her services were activated.  In exchange for the monitoring commitment Guardian installed new equipment in her home at no charge and provided her with a $5.00 discount on her Monthly Fee. The Customer’s Sales and Installation Agreement indicates a Base Equipment Package including a Touchscreen Control Panel (she received an upgraded IQ2 Control Panel rather than the Simon XTi5 noted on the agreement), a Cellular Communicator, five (5) window/door sensors and a motion detector.  Her installation was valued at approximately $1360.00.   Guardian, like many other security companies, recoups their investment of a free or discounted installation over the course of a customer’s monitoring term.  Guardian would also like to note that only a portion of the Monthly Fee goes toward the recovery of the discounts afforded to the customer up front.  The Monthly Fee also covers the expenses associated with monitoring, a cellular communication line for the customer’s system and use of the Guardian App which is powered by Alarm.com.
  
  Guardian is a customer-centric company and strives to provide options for satisfying an Agreement early, other than the paying an Early Termination Fee, when a customer moves or sells a property.  When our customer first notified Guardian on September 14, 2020, her home was under contract she made no mention of losing her job.  A representative advised her of the possibility of relocating her service to her new home.  Our customer stated she was looking into building a home and would be in temporary housing for several months.  The representative advised of Guardian’s ability to providing a monitoring credit for service at the new home equal to the payments she made on her current agreement from between the time she moved out until the time she activated service at the new home  The customer did not have an address for Guardian to check to see if service was available where she was moving to.  The representative also advised Guardian would release her from her Agreement if the new owner of the home would subscribe to Guardian for monitoring services.
  
  Our customer called again on September 21, 2020 to discuss her move.  She stated again she was building a new home that would not be ready for occupation any earlier than March 2021.  Customer inquired about any penalty if she did not relocate the service to her new home because she did not want to pay all over for an installation in her new home.  The representative reviewed she would be released from the agreement if Guardian activated services for the new owner, she would be able to pay the $750 early termination fee, or she could continue paying monthly for the 39 months remaining on her term at that time.
  
  Our customer next called to discuss her options due to her move on January 18, 2021.  On this call she said she had no idea she signed for five years, she had to sell the house due to COVID and the buyer did not want monitoring services.  The Guardian representative learned she had still not moved into her new home.  The customer asked if there was a way to cancel her agreement without relocating service  The representative quoted the $750.00 Early Termination Fee and again stated we would provide a monitoring credit for service at the new home equal to the number of payments she made after moving out of her previous home.  Our customer asked if she would have to sign a new agreement and the representative confirmed she would.  Our customer expressed she no interest in signing a new agreement to receive a second discounted installation within the initial term of her existing agreement. The representative did state she would be able to relocate without extending her term, but she would have to pay more upfront costs for the installation at the new house and would not receive a monitoring credit for payments made after she moved out of former home.
  
  Our customer next called to discuss her options on June 11, 2021.  It was on this call our customer first mentioned she had lost her job, she had to sell her townhome, and could not afford a new system.  She was upset she had been paying for nothing since she moved.  She provided her new address.  The representative looked the address up and found it was not included in our service area at that time.  The representative spoke with a supervisor and advised the customer he was authorized to reduce the Early Termination Fee to $500.00.  Our customer said she could not pay it within 30 days and would have to keep paying the $39.99 per month for the time being. Our customer asked about the possibility of Guardian offering service in her new area in the future. The representative confirmed our service areas do change and she could check our website monthly for any changes, and was provided with instructions
  
  When our customer called on September 21, 2021, she was informed that we could in fact relocate her service to her new home due to a change in Guardian’s service areas.  She was offered a discount for the new installation if she extended her agreement term to 36 months.  Guardian also offered to credit her last 9 monitoring payments toward monitoring services at the new home.  Our customer declined and said she would keep things as is.
  
  As of this writing, our customer has 19 unpaid months remaining on her agreement.  Guardian is willing to reoffer our customer the ability to settle these remaining months with a discounted Early Termination Fee of $500.00.  This offer is good for 30 days and was sent via email to our customer.  If she makes a one-time payment of $500.00 within the next 30-days, Guardian will waive her need to pay the current account balance of $122.97.  If the $500.00 Early Termination Fee is not paid within 30-days, our customer will be responsible for the unpaid balance and payment for monitoring fees billed through November 28, 2023.
  
  Thank you for informing Guardian of this matter. We appreciate the opportunity to respond and provide additional information and clarification. Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/27/2022

  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 recently purchased a home and I was on the search for a security system. I was told by the Guardian Protection salesperson that I had 28 days of a grace period to look at several other competitive offers from other companies or cancel my service if I decided I no longer needed it. He said that I would only have to pay the monthly service fee of that first month. The previous owner suggested that I have a security system installed since they had one. At this point, I've decided I don't need a security system since I'll have several roommates who will be here most of the time. I was looking to cancel my service and I was shocked to hear that I'll have to pay a termination fee of over $1000 for the 5-year contract that they signed me up on. This is not in accordance with the verbal offer that was provided by the salesperson and the installer of the device. I'm looking to cancel my service with out paying the termination fee, however I'm willing to pay the monthly service fee which is around $50.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  BBB of Western Pennsylvania
  Attn: Charnetta Lane
  520 E Main Street, 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 address the customer’s statements and concerns. 
  
  Our customer stated his salesperson said he had a 28-day grace period during which he could cancel the services and agreement without penalty.  When he called Guardian to cancel the services within the first 28 days, he was surprised to learn there would be a cancelation fee, which is not in accordance with what his salesperson had told him. Our customer wished to be released from his agreement without penalty and was willing to pay the first bill for monitoring services.
  
  Upon receipt of this complaint, Guardian performed a review of our customer’s account.  His account came to Guardian by way of an Authorized Dealer known as AAA Home Security.  AAA Home Security is a separate and distinct company for which Guardian performs installations and provides 24-hour monitoring services for customers whose systems were sold by AAA Home Security.  Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA Home Security, including security evaluations, sales processes, or any other aspects of AAA Home Security’s business.
  
  Guardian was able to review the Sales, Installation and Monitoring paperwork and a recorded call between the AAA Home Security Sale’s agent and our customer and we found that at no time was an extended grace period discussed.  Per the customer’s agreements, he had three (3) business days to cancel the transaction.  A review of the recorded call found no discussion between our customer and the AAA Home Security salesperson about the ability to cancel the transaction without penalty within twenty-eight (28) days.
  
  Due to Guardian’s installation investment, our customer received an installation with a value of approximately $1700 for just $56.99, Guardian is not in a position to waive the Early Termination Fee. Guardian did offer to credit the initial pro-rated bill of $102.20 and set up auto-payment for our customer in order to provide a savings of $10.00 per month.  Our customer accepted the offer and added that he had been thinking of all of the services he was activating and getting quotes for, and he believes the offer of a 28-day no obligation cancelation period was in fact offered by another company.
  
  Thank you for informing Guardian of this matter and the opportunity not only to review and respond but provide some financial relief to our new customer.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/22/2022

  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 have had guardian security services since February of 2017. I signed up for a 60 month agreement that was to end February of this year. I wanted to terminate my services this week and they proceeded to claim, " I was in contract still. Until 2024! " What on earth is this? A mortgage? I asked them how that could be and they said, " When they added 2 window sensors for me in 2019 they signed me up for another 5 years! Absolutely not true, I would have never agreed to such terms. They sent me documentation I "signed" which is clearly an adopted style and not my real signature. I NEVER use adopted styles for this very reason. Guardian is trying to take advantage of me because my being over 60 and it's disgusting. Their settlement to me was a $750.00 termination fee and I would still owe payments to in order to cancel. What a fraud!!! I am not paying them a dime more and need your assistance to resolve this scam. Please help!

  

  Business Response

  Date: 07/25/2022

  BBB of Western Pennsylvania
  Attn: ********* ****
  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 respond to our customer’s complaint.
  
  Our customer has disputed signing an Addendum in 2019 and also believes Guardian is trying to take advantage of him because of his age.  He has requested Guardian to cancel his agreement and account without further payment.
  
  Upon receipt of this complaint, Guardian performed a thorough review of our customer’s records.  Guardian found our customer electronically signed the original Sales And Installation Agreement and 60-month Monitoring Agreement dated February 06, 2017.  Guardian found a handwritten and hand-signed Addendum dated February 12, 2017 (attached). Guardian found the Addendum signed on 12/27/2018 was also signed electronically.  Our customer’s handwritten signature does not match the electronic signature on the original Agreements or the electronic signature on the 2018 Addendum.  Please note customers are able to either draw or type their initials and signatures when e-signing Guardian documents. If typed, the software chooses the font to be used at the time of signing.
  
  Guardian provided our customer with a promotional discount in 2017 whereby in addition to installing a Base Package (one touchscreen, three door/window sensors and one motion detector) for $99.00, Guardian installed two extra door/window sensors and two keyfobs at no additional charge.  This was done in return for a 60-month Monitoring Agreement that was signed electronically on February 6, 2017.
  
  On February 12, 2017, our customer’s sales and installation representative agreed to reduce the 60-month term to 36 months.  This term change was memorialized with an Addendum that was handwritten and signed by hand.
  
  On December 27, 2018, with less than two years of his term satisfied, our customer called to discuss changes to the system as a result of renovations made at the home. According to Guardian’s records, he was interested in  adding five window sensors and having two existing door/window sensors relocated/reinstalled within the home.  The Guardian representative he spoke with discussed glassbreak detectors versus door/window contacts.  Our customer chose to have two glassbreak detectors installed and the two sensors moved.  He would have had the option to pay for the equipment and labor at full cost or receive a discount by extending his current monitoring term.  As evidenced by the signed Addendum, sent to the same email address included in his complaint, he chose to receive a discount and signed for a new 60-month term.  Our customer had the opportunity to review the document and chose not to execute it.
  
  Guardian provided our customer over $1500.00 in discounts in the first 24 months of  his patronage in exchange for the term extension and additional opportunity to recover its investment in the customers system.  Guardian has not yet fully recouped its investments and is not in a position to waive the Early Termination Fee.  Our customer may pay the Early Termination Fee within 30 days from this correspondence and Guardian will waive the 7/18/2022 unpaid bill, or our customer can continue to make monthly payments for the remaining 18 months of his current term. 
  
  
  
  Regarding our customers statement that Guardian is taking advantage of him for his age is unfounded and utterly false.  A review of Guardian’s paperwork shows that no data related to birthdate or age is/was ever captured. The Monitoring Agreement our customer signed over five (5) years ago, to which the addendums were made, had a pre-printed  Early Termination Fee that is applicable to all Guardian customers who signed that particular agreement.  In addition, there was no discussion of age in either call our customer placed to Guardian on July 22, 2022.
  
  Thank you for advising Guardian of this correspondence and providing an opportunity for Guardian to research and respond to our customers allegations.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/29/2022

  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.] First, of all even the Addenum shows the terms of the agreement has been changed from 60 months to 36 months. I have been with Guardian for 5 and a half years. So,  Guardian has more than recovered any equipment costs or discounts that they have extended to me. I have paid them monthly approximately over the 5 & a half year period $3,235.05.  Knowingly, why would I accept a term for 5 years. Furthermore, their resolution for this doesn't make sense for me. Guardian's is stating that if I pay a $750.00 early termination fee in 30 days, I will not have to pay the July bill or keep making my payments does make sense. For clarification purposes, are they saying pay the early termination and that's it or keep making payments? I never knowingly agreed to another 60 month term. I can understand 36 months which I still would have a few more months to pay but 60 is ridiculous.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  
  Better Business Bureau
  ***** ********* ****
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ****** ******* * ** ********
  **** *** ***** 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of our customer’s additional comments and concerns.  Guardian appreciates the opportunity to address them.
  
  For background, our customer first contacted Guardian on July 22, 2022 to request cancelation of his services because he had changed monitoring providers.  Guardian has no record of a call from him inquiring about the status of his monitoring commitments and cancelation options prior to changing providers.
  
  Our customer has paid for services for 65 months as of this writing. His monthly payments (which include sales tax) have enabled Guardian to recoup much of the equipment and labor costs, the sales commission for the original sale, but not all.  In addition to the monthly fees being a method of recovering discounts provided to the customer at the time of sale(s), a portion of the monthly fee covers the cost of the dedicated cellular phone line his system had to Guardian’s Monitoring Center,  costs to provide access to the Guardian branded Alarm.com App, and to expenses related to providing customer service and 24/7 monitoring of their security system.  Guardian makes business decisions and commitments based on the monitoring terms its customers sign for.
  
  To provide clarification to the settlement options, Option 1 is for our customer may pay $750.00 by July 29, 2022. The account would be terminated upon the posting of his $750.00 Early Termination Fee payment.  Option 2 is for our customer to pay the 7/18/2022 bill in the amount of $49.77 and continue paying $49.77 on the 18th of each month for the next seventeen (17 months).
  
  Thank you for the opportunity to provide further information and clarification to our customer. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 08/04/2022

  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.] Once again, this resolution is unreasonable and ridiculous. They are requesting that I pay $750.00 by July 29,2022 and I did NOT even receive this letter until August 1,2022. Furthermore, I should be given at least 30 days for payment. 
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  
  Better Business Bureau
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:      ****** ******* * ** ********
  
  **** *** ***** 
  
  Thank you for forwarding our customer’s correspondence of August 4, 2022.
  
  Guardian Protection Services, Inc. (“Guardian”) would like to apologize for the error with the due date should the customer decide to make payment of the $750.00 Early Termination Fee.  We included the date of our response, not the due date of the payment, which should have read August 29, 2022.
  
  Because of this error, Guardian is happy to provide the customer additional time to pay the $750.00 Early Termination Fee if that is how he decides to settle his account.  We will accept payment of the Early Termination fee by September 8, 2022 and will waive the need for payment of 7/18/2022 bill as well as the bill that will generate on 8/18/2022, provided payment of Early Termination Fee is received by September 8, 2022.
  
  Again, please accept our apologies for the error in our July 29, 2022 response to our customer’s complaint. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  Date:07/19/2022

  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 purchased a lot from Drees Homes on May 3, 2021. Guardian Protection is the choice provider for security, central vac, and audio installation. Prior to construction, we met with Jerry S******* (Guardian) several times to discuss our needs in fine detail. My husband and I requested was central vac with retractable hoses in pre-selected areas throughout the 2-story house, pre-wire and speaker installation in most every room in the house. We signed off on the necessary documentation, from there all other action items were complete providing the green light for construction. When it came time to install the central vac, the issues with Guardian began. *This complaint is specific to the speakers only*After the home was completed in April 2022, next steps were to contact Guardian to schedule the speaker install. From there, it was discovered the services listed on the invoice did not include speakers per our request and understanding. Guardian attempted to sell us speakers at cost, we declined. At the request of Guardian, a supervisor asked to discuss the situation and possible next steps. After several failed attempts to connect with the supervisor (Carmen D********** I gave up and stopped calling. Outstanding Guardian services/products were the installation of doorbell security camera (completed) & 1 speaker, to be installed in the ceiling of the primary owner’s bathroom. 3 months since we’ve closed on our house and still no speaker. Multiple attempts to schedule install have failed due to shortage of materials. As of yesterday, 7.19.22, a 2nd attempt to install the speaker failed. The technician arrived at our home only to inform us he did not have the parts to complete the install. He left, no follow-up from Guardian was provided. We immediately called customer service to cancel this install and request an immediate refund. We were told to expect a callback with next steps. We have received no call, no email response from Guardian and I want my money back.

  

  Business Response

  Date: 07/25/2022

  July 25, 2022   
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  *** ***** **** * ********* ** ********
  
  **** *** *****   
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to resolve our customer’s issue.
  
  Guardian is sorry to hear our customers installation experience was not a positive one.
  
  Regarding the lack of an installation of the Dual Coil Speaker, Guardian truly was dealing with supply chain issues, and Guardian’s orders are just beginning to be filled.  Guardian’s Customer Care representative, who scheduled the July 18th service appointment, was not aware our customer’s local branch had not yet received their Klipsch order.
  
  Upon receipt of the complaint, Guardian researched the status of all Klipsch orders.  We found our Tampa branch had just received their back-ordered speakers and offered to ship one to our customer’s local branch and expedite the installation.  Our customer declined and  Guardian agreed to process a refund for the speaker.
  
  Thank you for advising Guardian of this correspondence and providing an opportunity for Guardian to resolve the issue.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  

  Customer Answer

  Date: 07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/20/2022

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

• Initial Complaint

  Date:07/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/12/2022

  July 12, 2022
  BBB of Western Pennsylvania
  Attn: ********* ****
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:      ****** ******* * ********* ********
  
  **** *** ***** 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
  
  Our customer stated Guardian was in breach of contract per Section 8 of the contract due to unresolved problems with his alarm. system that Guardian has been unable to remedy.  He has asked that Guardian release him from the agreement without penalty.
  
  Guardian would like to note it is not in breach of contract per section 8 of the Monitoring Agreement. The agreement states “We may discontinue service, terminate the this Agreement and recover all damages to the extend permitted by law if; (a) You do not make payment in full when due and We have given You 10 days’ notice (or such longer period required by applicable law), (b) Your System repeatedly generates accidental alarms, (c) You abuse Our staff, (d) events beyond Our control affect the operation of Our Centers or there is damaged to the Premises such that continuing Services between the System and Our Centers or between our Centers and the Authority…”
  
  A thorough review of our customer’s account found he had three service issues and appointments in 2020, one of which was for a cellular communication issue, no service issues or service appointments in 2021 and a service call in June 2022 for a cellular communication issue.  While the system is not generating accidental alarms, it is generating cellular communication trouble signals at this time.  The account review of the service appointments confirms Guardian has had our customer’s system connected with the two leading cellular networks in the country. Unfortunately, neither provided a consistent connection for extended periods of time. Our customer advised even his ability to make/take cellular phone calls is inconsistent.  Because Guardian cannot guarantee the cellular services in his area will improve nor guarantee new interferences will never happen, Guardian has agreed to release our customer from his agreement without penalty. The cancelation of his account is already underway.
  
  Thank you for bringing this matter to Guardian’s attention. Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer Answer

  Date: 07/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** *******