Important information
- Customer Complaint:The BBB of Western Pennsylvania processes complaints for all of Guardian Protection from throughout the United States since the company is headquartered in the Western Pennsylvania service area.
Complaints
This profile includes complaints for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2022
Type: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.
This company continues to charge my account for a "paper statement fee" each month; even though I've paid two to six months in advance. (They have never mailed me a paper statement for these month) This dates back as far as 02/24/2018, and continues till this date. I contacted customer service in July 2020 about this fee as was told by a CSR that the computer generates the statements monthly, so it was a part of the bill. It could not be removed; even if I was not mailed a paper statement. I called again in January 2021 and January 2022 and was given the same answer about computer automated billing. I have not received a paper statement for the months that were paid in advance, but I'm continually being charged a $2.00 paper statement fee for every one of those months.
Business Response
Date: 07/05/2022
July 5, 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.
Our customer has expressed dissatisfaction related to Guardian assessing a $2.00 paper statement fee when he pays in advance and does not receive a paper statement fee. He had contacted Guardian twice about this matter and both times he was told the billing could not be changed.
A review of our customer’s account and agreement was performed upon receipt of this complaint. Guardian was able to confirm our customer had prepaid most monthly bills from May 2018 until now, and therefore he does not receive a paper statement.
A liaison with Guardian’s Loyalty Center was able to work with Guardian’s Billing Team to have the paper statement fee waived moving forward and has applied a credit to our customer’s account to reimburse him for payment of this fee for those months he did not receive a paper statement. Our customer expressed his satisfaction with this resolution.
Thank you for providing Guardian with the opportunity to resolve this matter. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 07/05/2022
[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:06/14/2022
Type: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 a customer for 3 1/2 years. Sold my home in March of 2022. Guardian continues to bill me $51.17 monthly claiming I am locked in to a 5 year contract. I was NEVER aware of this. When I challenged this, the company told me that if the buyers of my home signed on as customers, Guardian would “release me” from a contract that I was not aware of. Our buyers DID sign on, yet I continue to receive bills. I am paying to prevent a mark on my credit report. NO ONE at the company will help me.Business Response
Date: 06/20/2022
June 20, 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.
Our customer has expressed dissatisfaction with learning he had signed a 5-year Monitoring Agreement when he called to cancel service because he sold his home. In addition, he is dissatisfied that he is still being billed though the buyers of his home have signed on as customers.
A review of our customer’s current account was performed upon receipt of this complaint. Guardian found the customer had executed an agreement electronically on September 27, 2018, in exchange for a discounted system installation and activation. Our customer initialed the clear and concise statement “The initial term of this Agreement is 60 months.” He also signed a Notice of Cancelation that provided him with five (5) days to cancel the transaction without penalty. A copy of the Agreements and Notice of cancelation was emailed to him immediately upon execution and are attached to this response.
Guardian is a customer-centric organization that offers options for satisfying a Monitoring Agreement to customers who move. Guardian offers, when possible, to relocate services or release the customer from their agreement if the new owner of the home becomes a Guardian subscriber. If these options are not available, the customer has the ability to pay an early termination fee or continue to pay monthly until their agreement term is satisfied or pay the Agreement’s Early Termination Fee and any current balance due.
Regarding the continued billing of the complainant’s account, the new owners had signed paperwork, but they had not yet scheduled an appointment to have the services activated in their name. The buyers had a prolonged moving experience which has delayed the activation. Our customer’s account will continue billing until the buyer’s have the services set up for their use.
Guardian did reach out to the new owner again, upon receipt of this complaint, and learned they had finally completed their move. Guardian was able to schedule an activation appointment for June 22, 2022. Guardian will cancel our customer’s account and credit the June 6, 2022 bill provided services are successfully activated for the new owners. A Guardian representative will monitor the activation of service by the buyers and keep our customer informed.
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 TeamInitial Complaint
Date:06/06/2022
Type: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.
The services that were presented to me on the phone do not represent the services that I have or that they have to offer. There was no mention of a penalty to cancel on the verbal sales pitch call. Alot of promises -no delivery. They are not letting me cancel with out a penalty fee of 750.00 I have asked for a supervisor to call me back - no one has I have asked Stephen Zachman my sales person to contact me - he has not I have talked to a Mike who was supposed to have his supervisor call me back - no one has They call and call and call to hound you to sign up and then when you want to cancel - they ghost you.Business Response
Date: 06/16/2022
June 14, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ***** ***** * ********* ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
Our customer stated she was not informed of a penalty to cancel during the verbal sales call. She also noted there were a lot of promises made that were not delivered but gave no specifics. Lastly, she was upset with difficulties having her calls returned.
Guardian’s Agency Complaint Response team reviewed our customer’s account upon receipt of this complaint. Guardian has attached a copy of the customer’s electronic paperwork for reference. While our sales representative did not quote the customer’s Early Termination Fee or read all eleven pages of her paperwork to her, Guardian did email our customer a copy of her executed Agreement with a cover sheet listing some important agreement terms. The cover sheet noted additional terms and conditions apply and were set forth in Guardian Protection’s Sales and Installation Agreement which followed. Our customer also signed a Notice of Cancelation form noting “You (“Customer”, “You” or “your”) may CANCEL this transaction without any penalty or obligation within THREE BUSINESS DAYS from the date of the transaction indicated above.” This form suggests our customer may have a penalty or obligation if she did not cancel within three business days of the sale. Guardian encourages all customers to review their paperwork in its entirety during this three-day period if they had not already done so.
Our customer first contacted Guardian’s office on May 17, 2022, requesting her account be placed on hold because it was too expensive. This contact was five months after she signed the Agreements and 28 days after the activation of services, advising she wanted to shop around with other providers. Guardian had provided discounts equipment discounts and invested approximately18 hours in labor for the installation as originally outlined, as well as additional wiring changes at no cost when our customer requested changes post-wiring. Guardian’s records indicate Guardian delivered on all aspects of the Agreement.
Regarding communications, our customer texted her sales representative while he was on vacation. He did his best to forward the message to the office. A manager contacted our customer last week. He had since been working toward a resolution. Our customer was upset he did not call her again. He had not called her again because a decision had not made until late day June 10, 2022.
Upon review, however, Guardian has decided it is in our best interest to terminate our customer’s services and release her from her agreement effective June 20, 2022. The $750.00 Early Termination Fee has been waived. Our customer is responsible for the Monthly Fees for the period of 5/21/2022 to 6/20/2022.
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 TeamInitial Complaint
Date:06/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/18/2014, we contracted for the construction of a new home with Neal Communities. As a part of their presentation of options we were presented with a choice regarding the installation of an alarm system. In response we chose to have Guardian install an alarm system, to include activation of two Zwave lamp controls. Subsequently, the system performed with no problems. In January 2022, we were advised by Guardian they were switching to G5 technology ( from G3) which necessitated a change of equipment in our home. On February 17 2022, a Guardian employee came to our home to make the necessary upgrade. Shortly after the Guardian employee left we discovered that the two Zwave lamp controls no longer worked. We contacted Guardian's corporate headquarter to advise them of the need to have this issue remedied. On May 3, 2022 a Guardian employee arrived to correct their previous oversight and reconnected the two lamp modules. Now, on May 28, 2022, we received an invoice statement from Guardian for the re-connection of the two lamp control modules, in the amount of $ 132.00, including taxes. Clearly, the reconnection of the Zwave lamp control modules was ONLY needed due to the negligence and failure of Guardian to connect the modules when 'they' first changed our system from a G3 to a G5 (as required by Guardian). Guardian is now attempting to charge us $132.00 for the incompetence of Guardian and its service people, when they had to schedule the May 3, 2022 visit to rectify what they failed to do with the 5 changeover on Feb 17, 2022. We expect a full credit of $132.00 to offset this charge. The fact are clear.... Guardian thru its negligence failed to return our system to the normal state it was in prior to their G5 installation. They failed to acknowledge their role in the matter and are attempting to extort $132.00 from us. Guardian was contacted but has failed to respond Guardian NOW owes us a full credit / offset in the amount of $132.00 charge.Business Response
Date: 06/08/2022
June 8, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ****** ******** * ********* ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
Our customer disputed the service charges assessed for an appointment where a Guardian technician reactivated two ZWave lamp modules. Our customer states his system had an upgrade to G5 (an upgrade of the cellular communicator with onboard ZWave control) and the technician who performed the upgrade neglected to connect the two ZWave lamp controls to the upgraded communicator. Our customer then received a service bill at Guardian’s time and material rates. Our customer requested a full credit of the service call charge.
Guardian reviewed our customer’s account history. We were able to easily verify the reason for the service call in May was due to an oversight made the technician who performed the cell communicator upgrade on February 17, 2022. In addition, the Customer Care representative had added a note in the service job details noting the oversight during that it should be performed at no charge. Unfortunately, a recent software and service upgrade caused confusion when the billing occurred, and the Customer Care representative’s notes were not highly visible.
A Guardian Loyalty Center liaison reached out to our customer to apologize. She reviewed the actual service charge was $120.00 plus tax. The total charge for the service call, when separated from the monthly monitoring charge, was $128.40. The liaison applied a credit in the amount of $128.40, bringing our customer’s account balance to $0.00. Our customer indicated he was satisfied with the resolution.
Guardian would like to thank our customer again for his patience and patronage, valuable feedback about his experience, and the opportunity to perform another review of the issue in order to have it resolved. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:05/31/2022
Type: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 home builder chose this company to pre wire our home. I spoke with Marcela P**** about the wiring. I was informed that RG-6 co-ax would be ran to the 4 tv locations, as well as cat5 cable. She also informed me that all cabling would be in the attic access, with one feed line going outside. What actually happened was the Technician did not run any cat5 except for the phone and ran all of the RG-6 co-ax outside. The technician also punched a 3" hole in my new homes concrete wall, that the GC had to fix because their tech never came back out to fix it. Garcia, Alexander *, and Hart, Elizabeth * were made aware of the situation and all of the people above have chosen to ignore my emails.Business Response
Date: 06/10/2022
June 10, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: **** ****** – ********* ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values the opportunity to research the issue and provide a response.
Our customer states he spoke with a Guardian Home Technology Consultant regarding Guardian prewiring arranged through his home builder. He states the consultant advised he would receive RG-6 coax wiring (cable) to four (4) TV locations, as well as Cat5 cable. He sates she also informed him that all cabling would be in the attic access with one feed line going outside. He states the technician did not run any cat5 wire except for the phone, and ran all wires outside through a 3” hole he made in his concrete wall, which is builder had to repair since the technician never came back to do so.
Guardian’s Agency Complaint Response Team performed a thorough review of the customer’s wiring selection and installation with the Consultant, Regional Builder Manager and Operations Manager.
Our customer’s builder provides home buyers in his community with a standard wiring package. According to Guardian’s records, our customer elected to have the standard package wired and did not select any additional wiring options. The items to be wired were memorialized on a Floor Plan (attached) that indicates the outlets to be wired as well as a video doorbell. The Floor Plan was emailed to our customer for his review and required his signature for acceptance. The Floor Plan was emailed to our customer on February 25, 2021. He viewed the document approximately three hours after it was emailed to him and signed it approximately 6 hours after his initial viewing of the document. RG-6 was used for the television
Regarding the wiring of the outlets, the builder dictates where Guardian technicians are to run the wires inside the home and to the exterior. Our customer’s consultant is experienced and quite knowledgeable of the builder’s authorized wiring procedure. Guardian did not inform the customer the wiring would be run to the attic with a feed going outside, though it is possible another contractor on site may have voiced an assumption. Guardian ran the wiring to the builder’s specification, which included putting a hole in his cement wall. Usually, the builder’s masonry contractor would have patched Guardian’s wire hole when patch holes from other contractors. But in this case, the masonry contractor performed the patchwork prior to Guardian completing its wiring. It is for this reason the builder had to send the contractor back out to perform the patch.
To summarize, Guardian installed the wiring the customer selected and ran the wiring according to the builder’s specifications. That you for the opportunity to respond. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 06/10/2022
Your representative most certainly did tell me the home run feeds would be located in the attic. Otherwise I would not be filing a complaint against your company. I your representative did tell me cat5 would be ran with the coax for the tv
And I don't appreciate being called a liar. Do what your representative told me.Initial Complaint
Date:05/16/2022
Type: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 moved into my newly purchased home April 8, 2022. I had an installation appointment with Guardian Security on April 11, 2022. The tech came and drilled holes in my walls from the inside of my home through to the outside next to electrical sockets to install the 2 cameras. One on the front of my home in the middle of the house and one on the back in the middle of my house. My home was pre-wired from an existing security system. All that was required was to remove the old security system panel and 1 camera. Then replace them with the Guardian equipment. Instead the tech decided to be lazy and drill holes through my home next to electrical sockets and hang the cameras right there, in the middle of the house on top of my Vinly siding that was drilled through as well. I called to complain the next day, I asked for the cameras to be placed in the corner of the home on more than one occasion. I told this to the Customer Service Representative over the phone, the agent who initiated the contract, the tech that did the initial install and the 2nd tech that came to place the cameras where I wanted them fr the beginning. Now I have 2 holes drilled completely through my walls on the front and back of my house! Exposing my home to moisture damage, mold, mildew, termites etc. and Guardian Protection is not willing to fix the damages. I just purchased this home and the installation has caused damage. I want my home properly repaired and the company needs to cover the costs!Business Response
Date: 05/19/2022
May 19, 2022
BBB of Western Pennsylvania
Attn: Charnetta Lane
520 E Main St, Suite 100
Carnegie, PA 15106
*** ******** ******* * ********* ** ********
**** *** *****
Thank you for forwarding our customer’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian is a customer-centric organization and values the opportunity to address any concern.
Our customer has stated a Guardian technician did not install the cameras in the locations she requested, resulting in the need to have them moved, which left holes in her vinyl siding. Our customer further states Guardian is not willing to fix the damages and she wants the damage repaired and for Guardian to cover the costs.
Please note that Guardian has not refused reimbursement for repairs to the two pieces of vinyl siding which have holes in them resulting from our customer’s request to relocate the two outdoor cameras. Our customer was asked to provide an estimate for the repair which was received and forwarded to Guardian’s claim management service. The estimate, received from a painting and remodeling company, was for the replacement of 820 square feet of vinyl siding at the cost of $7,406.00.
The claim management service performed an investigation upon receipt of our customer’s claim and estimate. Upon their review of the claim and completion of the investigation with both our customer and Guardian, the claim submitted was respectfully declined for the following reasons:
Guardian Protection Services Inc.- Sales and Installation Agreement- General Terms and Conditions, Section 8, in part, presents applicable claim related terms and conditions as follows: “You must inform us in writing, prior to beginning installation service, or equipment removal, where we should not drill holes, attach equipment……”A copy of the Guardian Protection Services Inc.- Sales and Installation Agreement- General Terms and Conditions was provided to our customer as part of the denial to her claim.
Two recorded phone call conversations between our customer and a Guardian representative were reviewed; at no time did our customer state she told the technician to install the cameras in specific locations.
Additionally, our customer has not reported or expressed an effort to mitigate further damages to her home regarding this claim. As such, earlier, her account was credited $99.98 by Guardian in which vinyl siding repair kit/plugs could have been purchased to assist in mitigating further damages.
Thank you for providing Guardian with the opportunity to respond. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 05/19/2022
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. No one offered to make any repairs. I most certainly told the representative I was not happy with the location of the cameras and why would he place them somewhere different from the cameras that were previously installed? I told the tech I wanted them on the corner of the home and his response was it has a wide angle lens. The credits issued were for the inconvenience and misplaced cameras not the repairs. The holes were drilled from inside out so my drywall and everything in between has been damaged not just the vinyl siding. Common sense is to place the cameras on the corner of the home for minimum damage and maximum viewing coverage. Fix my home properly, I requested to cancel the service and was told I couldn't now you damaged my property and I'm told my claim is denied and we gave you 90 dollar credit for driilling through your home. Not Acceptable service!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******** *******Business Response
Date: 05/20/2022
May 20, 2022
BBB of Western Pennsylvania
Attn: Charnetta Lane
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ******** ******* * ********* ** ********
**** *** *****
Thank you for forwarding our customer’s additional concerns regarding her case. An additional investigation was conducted upon Guardian’s receipt of our customer’s additional concerns.
Our customer stated no one has offered to make any repairs. Guardian offered to cover the repairs and asked our customer to submit an estimate for review by our claims management service. We submitted the claim she provided. The estimate our customer provided was not for the repair of two pieces of vinyl siding and drywall repairs. There was no mention of the need for drywall repairs on the estimate or to Guardian’s Operation Manager.
Guardian recommends our customer get a new estimate for the repair of two pieces of vinyl siding, not 820 sq. ft. of vinyl siding, as well as repair costs to repair the holes in her drywall. Guardian will be happy to resubmit a claim for the repair of the damages caused with the relocation of the cameras.
Thank you for providing Guardian the opportunity to address our customer’s additional concerns. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:05/06/2022
Type: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 am trying to call to cancel the service on behalf of my spouse. He went to jail 2 and half years ago. I've been paying this company for 2 and a half years for no service. There's no internet in the house for 2 years now. I only pay them because they are trying to ruin my spouses credit score and he is unable to pay them due to being incarcerated. They claim he has a 5 year contract that they won't send me but will only send to his email. I dont have that information. They told me I either pay them for 2 more years or give them 750 dollars. I refuse to do either. There is NO service being provided and there hasn't been for years. This is thievery any way you look at it. They could simply be empathetic, waive my fee and take their equipment out of the home but they are choosing not to. They know that there's no service being provided at the home, I have told them the customer is incarcerated and they love it! They love the fact that they dont have to provide any type of service to this house and im forced to pay them. No service. NOTHING. I want this service canceled and I want their equipment out of the house free of charge. I have given them enough money for no service already. This is shameful and im disgusted with this whole company.Business Response
Date: 05/06/2022
May 6, 2022
*** ** ******* ************ ***** ********* **** *** * **** ******* ***** *** ********* ** *****
RE: **** ********** * ********* ** ********
**** *** *****
Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to respond in writing to the complainant.
Guardian is terribly sorry to hear about the situation she is dealing with due to her boyfriend’s (per her phone conversation with a representative this morning) or spouse’s incarceration.
Guardian would like to make it clear that we are not asking for any payment from the complainant, nor does the complainant have any obligation to make payment of any default amount arising from the Monitoring Agreement dated May 06, 2019, signed by ***** ********
That being said Guardian performed a discounted installation for the contract signer in exchange for the 60-Month Monitoring Agreement he accepted. To date, Guardian has only received payment for 28 months of the agreement term. Guardian has not yet recovered the discounts afforded to the contract signer. Guardian is going to attempt to collect the unpaid balance of the agreement from the contract signer.
Again, the complainant is not responsible for making any payment on the defaulted account/Agreement.
Thank you for bringing this matter to Guardian’s attention and enabling Guardian to respond. Should you have any questions, please contact Guardian directly at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamInitial Complaint
Date:05/02/2022
Type: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’ve been with Guardian for over 12 years. Never a problem with my paying my bill. I upgraded to have cameras front and back of house. Cameras stopped working, I called guardian and was told a tech would come out and fix them at NO CHARGE. The tech came and I asked him if it was free, he said YES. He installed two new cameras, before I signed his tablet I asked again,was this FREE NO CHARGE. HE AGAIN SAID YES,NO CHARGE. A month later I got a bill for 248.00. I called and asked why, was told for labor. THEY ARE TRYING TO EXTORT ME FOR THE CAMERAS. I TOLD THEM I WOULDN’t pay because they said everything was FREE. They said if I extended my contract for ( 5 ) years, they would forgo the expense. I told them to Cancel my Contract. As I told them from the beginning, I had No MONEY, that’s why I kept asking if everything was FREE. THEY KEPT SAYING YES. Check their BOOKS, I was NEVER in the REAR with them. I always paid on time and paid forward! I know this has to be against the LAW, for Guardian to EXTORT me like this. They say they have a recording of the conversation, they won’t let me hear it. ( I know what was said because I didn’t have any money). They know I pay my bills therefore they want more money. Can you please HELP ME.Business Response
Date: 05/10/2022
May 10, 2022
BBB of Western Pennsylvania
520 E Main St, Suite 100
Carnegie, PA 15106
RE: ******* ******* * ********* ** ********
**** *** *****
Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above referenced complaint. Guardian values every opportunity to research and resolve our customers’ issue(s).
Our customer has disputed the service charges assessed for the repair of his video cameras. Our customer is adamant a representative told him the service call would be free. The technician who serviced the cameras had to replace them and per the complaint, the technician told our customer the two new cameras were being replaced at no charge.
Guardian apologizes for the confusion regarding the billing of our customer’s service call. Upon a second review of our customer call to Guardian on December 16, 2021, Guardian agrees the representative led him to believe the entire call would be performed at no charge. At no time did the representative state there would be charges for the trip, labor, or parts. The review also found the billing information entered in the service call request did not include clear detailed instructions.
A Guardian Loyalty Center liaison contacted the customer to inform him Guardian would place credits totaling $241.44 on his account to credit the service charge and one month of monitoring. Our customer indicated this was a satisfactory resolution.
We thank our customer for his patience and patronage, and valuable feedback about his experience, as well as the opportunity to perform another review of the issues in order to resolve it. Should you have any questions, please contact Guardian at (800) 776-8328.
Sincerely,
Agency Complaint Response TeamCustomer Answer
Date: 05/12/2022
[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. I also would like to thank BBB for contacting Guardian and Thank Guardian for Resolving this issue.
Regards,
******* *******
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