Reviews
This profile includes reviews for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 102 Customer Reviews
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Review fromHeather D
Date: 01/05/2023
1 starHeather D
Date: 01/05/2023
PLEASE READ THIS IN FULL PRIOR TO WORKING WITH THIS COMPANY. These are things I desperately wish I knew prior to going into a 5 year contract with them. If I could give Guardian Protection zero stars I would. They dont protect a **** thing. If you were in an actual emergency situation, you would be screwed. BUYER BEWARE. ISSUE #1 Doorbell camera only records for 30 seconds *** then stops even if there is someone beating down your door. I had a recent situation with a neighbor beating on my door, banging and yelling for nearly 4 minutes. The doorbell camera only recorded the first 30 seconds which showed her politely knocking and didnt get any of the rest. I called Guardian and they said there was nothing they could do and that is just how their cameras are meant to function. And they had the nerve to suggest I buy additional cameras. ISSUE #2 Cameras completely stop working once you reach a certain amount of recordings each month. I hit a ***imum recording quota that I didnt even know existed (I only have a doorbell camera and back door camera). Hitting that quota stopped both of my security cameras from recording. And then to top it all off, because I hit that quota it subsequently turned off all of my recording rules without my knowledge so that even when the recording was supposed to restart, it still wasnt recording because they stopped all my recording rules. I had to go back in and manually restart them again. Thus, my cameras were essentially off for days, if not weeks. What is the point of having an expensive security system if this is what it does? I just wanted to feel safe in my home and thought they could provide that. Now, Im stuck in a 5 year contract with a deceitful company and Im thousands of dollars in the hole.
Guardian Protection
Date: 01/10/2023
Hi *******, Our supervisor reached out to you by phone on January 9. He was unable to reach you but left a message regarding the effort we are making to resolve your issues. Please give us a call at 1-800-PROTECT ***************) so that we can discuss further with you.Thank you,**************************** Satisfaction AdvocateReview fromRod F
Date: 12/28/2022
1 starRod F
Date: 12/28/2022
Guardian Protection is a terrible company; locked into a 4-year contract; moved and nobody came to reinstall as they promised. Our business got charged for a service never rendered for over two years. Terrible ethics. Very square headed and hard to deal with. When ask for a reimbursement , even partial, the first words that came out of the member were "We cannot do that" shoe would not even be open to understand what was going on.Guardian Protection is too small to solve problems and too "corporate" to take care of their customers.Stay away from this company...bad, bad, bad.Guardian Protection
Date: 01/10/2023
Hi Rod,Customer satisfaction is important to us. I understand that our supervisor spoke with you on December 29 in an effort to resolve your issue and that you were going to think about her suggestions and give her a call back. As of January 9 she has not heard back but continues to look forward to your call. You can reach us at 1-800-PROTECT ***************).Sincerely,**************************** Satisfaction AdvocateReview fromAnnie V
Date: 09/29/2022
1 starAnnie V
Date: 09/29/2022
Guardian is a crook! The way they enter contracts is deceitful and misleading. They do not disclose relevant terms such as term of agreement and cancellation fees, and have you sign on the spot, in front of a technician, on a tiny computer pad where they preload your signature. A technician came to my house and I specifically told him I would only be there for 1.5 years. He had me sign on a tiny tablet and then preloaded my signature throughout the agreement. A year and a half later when I contacted Guardian to cancel the service, I was informed that my contract was for 5 years and that there was a $750 cancellation fee to end the contract early. FIVE YEARS!! When I explained the situation to Guardian, they informed me that they had sent me the agreement electronically and that I should have reviewed it within 3 days. At no point did the technician inform me of this. Nor was I informed that my signature would be preloaded throughout the agreement. Guardian took no responsibility and instead informed me that some people elect to continue monthly payments because they cannot afford the breakup fee. This company has a practice of deceiving and profiting at people’s expense.Guardian Protection
Date: 10/07/2022
Hi *****,Because customer satisfaction is important to us, our Customer Loyalty Liaison and Complaint Response Team performed an in-depth audit of your account. The audit confirms you met with a sales representative on December 1, 2020 and electronically completed a Sales and Installation Agreement as well as a Monitoring Agreement the same day. The Agreements were emailed to you, along with a cover sheet, to the email address you used as your Guardian mobile app login and for receipt of your monthly payment transactions. The cover sheet included the following message:Thank you for trusting Guardian Protection to help protect your home and business! You will be asked to review agreements that address the installation and monitoring of your Guardian Protection security system. The agreements contain important terms, including the following:Sale Amount (before taxes and fees)Monthly FeeInitial Agreement TermGuardian installed a security system package valued at $1250.00 for just $149.00 in consideration of the Monitoring terms you agreed to. It is for these reasons that Guardian is unable to refund any portion of the payment you made to settle your account.Sincerely,**************************** Satisfaction AdvocateReview fromDarlene D
Date: 09/28/2022
1 starDarlene D
Date: 09/28/2022
This company took my money for 5 years. Before my contract ended its product broke down in About end of summer of 2021 and because they were so far away, they did not come to fix it themselves, they contract it out to someone in another town about 250 miles away. Then they charged this bill to me. Then the person who came out did not fix it, left and charged me $115.00 that I had to pay. The problem never was fixed and he told my husband nothing could be done by him because my phone was not home and the app was on my phone. He said he would come back. He never came back and nothing was ever done by the company.I kept calling the company to get someone out to fix the outdoor bell because it was still broke and could not reach anyone for about a month. When I did reach someone one evening and asked the company would someone come and would I be billed again, I was told no. So the 2nd person came and this time it was fixed and then we were billed again about another $250.00. I told them to cancel my service and they told me it would cost me another $200.00 and something dollars. My contract was to be up in Feb 2022 so i waited till then. When i called in Feb and said cancel, they said i had to wait 30 days for it to process, I said ok and in 30 days they did not cancel, they kept charging our account and taking money for 2 more months so we closed the payment account. They never did stop the service as agreed upon. They sent out another payment statement. I called and informed them they were to close the account and they did not. The person stated they would send a form and give me half the money back they illegally took but that i would have to sign a paper they sent me. I signed it and now they say i signed another contract. I informed them right away we do not want there service but they continue want to push it on us. They want $900.00 first. We do not want there service and we made this clear for 5 months.Guardian Protection
Date: 09/29/2022
Hi *******,I am sorry for the frustration. I have located your account and have escalated this to our supervisor. You will receive a callback within 24 to 48 hours. I appreciate your patience. ***************************** Satisfaction AdvocateGuardian Protection
Date: 10/03/2022
Hi *******,On 9-30-22 our supervisor informed me that we have resolved the issues to your satisfaction. We wish you the best. Sincerely,**************************** Satisfaction AdvocateReview fromtyrone f
Date: 09/27/2022
1 startyrone f
Date: 09/27/2022
****** & ******** Moved into our new house on 7/2/2022, so the service came with the house, it was the very basic equipment for a price of $456. The door bell sounds muffled, all the time, the lights from the camera that controls the outside lights, comes on when someone in the driveway, but the lights never come back on. We have called at least 4 times in the last few weeks, they tried to reset, and then they would send a technician twice. We have yet to see the technician, and when i asked how much to cancel the service, i have yet to get any answer from this company. Bloomfield's homes, shouldn't recommend this service for any of their homes.Guardian Protection
Date: 09/29/2022
HI ****** and ********,I am sorry for the frustration. I have located your account and have escalated this to our supervisor. You will receive a callback within 24 to 48 hours. I appreciate your patience.**************************** Satisfaction AdvocateReview fromMichael R.
Date: 09/19/2022
1 starMichael R.
Date: 09/19/2022
Control Panel "malfunctioned" 1 week after the warranty expiration. Instead of a $75 service call, I owe several hundred dollars for the service call, replacement panel, and additional panels since they aren't compatible with each other. After 7 years I am looking to end my contract, as the customer service is awful, they care more about price gouging than providing a worthwhile service. (The techs have always bee helpful and pleasant.)Guardian Protection
Date: 09/20/2022
Hi *******,I am sorry for the frustration. I have located your account and have escalated this to our supervisor. You will receive a callback within 24 to 48 hours. I appreciate your patience.Sincerely,**************************** Satisfaction AdvocateGuardian Protection
Date: 09/27/2022
Hi *******, I understand that our supervisor left you a message on 9-23-22 and is looking forward to your callback. Sincerely, ***************************** Satisfaction AdvocateMichael R.
Date: 09/27/2022
So I just received a call from the **************** about the issue and email I sent them. They were extremely helpful and even waived the excess charges, only charging me the standard service fee. The initial experience was unpleasant but I appreciate a company admitting an error and being willing to make a correction.Guardian Protection
Date: 09/29/2022
Hi *******, I am happy to see that our customer care team was able to resolve your issue in a manner that you appreciated. We will continue to be dedicated to providing thoughtful and superior care for our customers. Thank you for choosing Guardian. We appreciate it.**************************** Satisfaction AdvocateReview fromCyril W
Date: 09/07/2022
1 starCyril W
Date: 09/07/2022
I've had Guardian since I bought my first house with my (now ex) wife. When we moved, we transferred it to a new house (which extended the contract), and as we divorced, I called to cancel because the new owners of the home didn't want it. I was told at the time that I would have to pay out the remaining 4 years on the contract in order to cancel. Didn't have that kind of money, so I sucked it up and agreed to have it installed in my new house. Recently, my (now) wife and I have been discussing finances and agreed because we never used it, we should cancel, but I knew they would charge the remainder of the contract. Sure enough, when I called, they assured me it would cost the remaining 24 months of my contract to cancel. I requested a copy of my contract, and then found the famous $750 cancellation fee. We called back and had a LOT of back and forth, and despite that we were misled by more than one of their representatives, haven't been able to reach any conclusion other than to pay the $750--which we would've done five years ago if we had known that was an option. They "claim" that they "called me back per their notes" in 2019 to tell me there had been a mistake and it was only $750. So instead of being out $750, we're out over $2000. We've requested recordings of those phone calls (they're "archived" after a year, convenient), so we're forced to go by their notes. This is a shady business which you should avoid at all costs. We're going to file in small claims court to reach a resolution.Guardian Protection
Date: 09/15/2022
Hi *****,Im sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is very important to Guardian. Guardian has performed three discounted installations for you in the past eight years, with the last installation discounted to just $99.00. These installations were discounted in exchange for monitoring commitments agreed upon by you as documented in the Agreements and Addendums. Guardian makes a significant upfront investment when new electronic security hardware is installed and activated in a property; the costs of such hardware and labor are recouped by the provider over the monitoring term agreed upon. The monitoring terms have not been satisfied at any of the properties where we have installed and monitored these systems. This is the reason an early termination fee applies if you wish to cancel prior to the end of your current monitoring term. Sincerely,**************************** Satisfaction AdvocateReview fromMarion W
Date: 07/20/2022
5 starsMarion W
Date: 07/20/2022
Switched from ADT to GUARDIAN. They are cheaper. ****** installed all my equipment. He was very knowledgeable and friendly. He took the time and explained everything to me. Very happy with the install. Thank you, ******.Guardian Protection
Date: 07/21/2022
Hi ******,Welcome to the Guardian family. We strive to keep things affordable for our customers and are pleased that you, also find us to be a good value. We are happy to receive your five star review and compliments for our professional technician who was knowledgeable and who took the time to walk you through the system operation so that you could use and enjoy right away. I will be sure and share your comments with his supervisor. They are appreciated. Thank you for choosing Guardian. We look forward to serving you!***************** M.Customer Satisfaction AdvocateReview fromDiane D.
Date: 07/18/2022
1 starDiane D.
Date: 07/18/2022
We have called 4 times to cancel our account. Twice the line disconnected. Once the representative acted like she couldn't hear us. Then the final time we were placed on forever hold. We are cancelling because their alarm system activated on its own. It blasted the alarm for 30 minutes. We couldn't put in the password because the system was randomly putting in passwords. When we called customer service, they were of no help. We ended up dismantling it. Then they wanted to charge me $150 to send out a technician to fix it.Guardian Protection
Date: 07/21/2022
Hi *****,I apologize for any difficulty that you recently experienced. I want to thank you for being our customer since 2015 and hope that the system served you well. I can see that your fully cancelled and we wish you the best.***************** M.Customer Satisfaction AdvocateReview fromSarah G
Date: 06/27/2022
1 starSarah G
Date: 06/27/2022
My husband and I bought our home 2 years ago and were made aware of the alarm system installed by Guardian. The previous homeowner left us no information regarding the system just to call Guardian if we wanted to activate the service. We do not want the service, but at east like having the panel alert us without paying for the monitoring. Today our smoke detector battery died and when we went to replace it the alarm through the panel, which is extremely loud, went off. We contacted the guardian to help us reset the panel. Explained the situation and that the previous owner is deceased, so no one to get information from them, hoping they would give us an override or some kind of assistance to deactivate the alarm warning. They said the only way to help us with the code is if we signed up for an account. When we explained that we don't want an account the only solution offered was to un-plug the panel and battery, leaving it completely un-operational, and then could not give us a straight answer on whether the smoke detector will still work. We felt like they were holding us hostage and trying to corner us into a service we don't want. As the owners of the home and the alarm panel, we should be able to access the panel and use it as we want whether or not it is being monitored by a security company.After searching for solutions online, it seems that we are not the only people to experience these issues with Guardian.While I can't speak to the legality of these practices, they are definitely bordering on unethical. You would think that as a business they would try to be accommodating in order to retain any future business possible. After reviewing the BBB page, it seems that there are other issues with Guardian's practices more worrisome than my experience.Fair warning to anyone looking for a straightforward and honest security system provider.Guardian Protection
Date: 06/28/2022
Hi *****,I am sorry for the frustration. Guardian does not always have record of a customers most recent arming code. If you would kindly provide me with your address and contact information, we will be happy to perform another review. You can email this information to ********************************** If we are unsuccessful in locating the arming code, we will be happy to offer a billable service call. We look forward to hearing from you.Sincerely,***************** M.Customer Satisfaction Advocate
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