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Business Profile

Property Management

Guardian Asset Management LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My interaction with Guarding Asset Management during a recent HUD house project has been marred by unfortunate events. After being instructed to send a cashier's check for utility activation, it was later determined that winterization prevented this step. Despite being assured of a refund and providing evidence of receipt, the check has not been returned (from April it is now August), and its whereabouts are now unclear. This situation has incurred potential costs for indemnity insurance to recover the funds. Clear communication and prompt issue resolution are essential for maintaining effective relationships in business transactions.

    Business Response

    Date: 08/08/2023

    We will have our utility team reach out to you and either send the check back or rip it up. 

  • Initial Complaint

    Date:07/31/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 accident happened on Saturday, July 29, 2023 at 8:00am. There were no wind advisories or inclement weather. The tree was rotten and unkept by the property management company. As per the directions on the notice that's posted on the house, we've called numerous times to the "emergency phone number", left several messages and have not received a phone call back. We are unable to live in the house under these conditions. The property owner is liable for this damage. We're not going to touch anything because the responsible party needs to collect information for insurance/reimbursement determination.

    Customer Answer

    Date: 08/08/2023

    View original complaint 

    Customer Answer

    Date: 08/15/2023

    What type of accident? A tree from the vacant home (the property that Guardian Asset Management manages) next door to my home fell through the roof of my home destroying parts of my house both inside and outside.

    Was damage done to your property? Part of the roof is damaged, fence, one of the beams that supports the structure of the home, sheetrock in several areas, light fixtures, air conditioning unit, coffee table, and other household items.

    Whose house is photographed? How did that damage occur? The house belongs to me.

    Guardian Asset Management is the company that manages the vacant home that the tree fell from.  The notice on the door gives instructions to call in case of emergency and they and not called me back yet.  I've left several voicemails.

    Feel free to let me know if there are additional questions.

    Business Response

    Date: 08/16/2023

    Hello - after reviewing this loan we have not managed this property for the bank since 2022. We were out there to provide an insurance loss inspection for the current borrower and the bank who owned the loan.  Normally default loans are bought up and sold from investor to investor but i can tell you that ******** was the last servicer to manage this loan. We would suggest calling them to find out if they could point you into the right direction. If the loan is current then unfortunately your issue is with the current owner of the property. We apologize that we couldnt be of further assistance. 

    Customer Answer

    Date: 08/16/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: I spoke with ******** at ###-###-#### a they confirmed that they have never serviced a loan for this property.  If they had, the address would populate as "INACTIVE".  In this case, they don't have any record which means they have never serviced a loan for this property.

    Please advise.

    Regards,

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

  • Initial Complaint

    Date:07/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Asset Management keeps putting signs on a house that my wife and I inherited through her deceased father. We have paid off the mortgage in full. They also broke the door to put on new locks and a lockbox, which is about a $1000 cost. We have paid off the mortgage but they continue to put signs up on our door which attracts more attention to the house. Why did they need to break our door when it was already locked and they can see that we are renovating the house so it can be rented out? This company is like a cockroach that keeps coming back.

    Business Response

    Date: 07/18/2023

    Hello - can you please provide the full address of the house so that we can help you to resolve this issue? I can tell you that Guardian would have been ordered by the bank to secure the home based on delinquency of the loan. 

    Customer Answer

    Date: 07/18/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    The business, Guardian Asset Management, asked for the address of the property in question.  It is ******************************, Manassas, VA ***********  The work order # is ***********.   Signs keep on appearing on our door when we tell them we own the home and are renovating it.  The signs say the property is vacant and gives a phone number to call.  We have called them multiple times but the signs keep appearing back on the door, which draws more attention to the house and possible thieves.  Plus, there is the issue of the damaged back door.  Someone has to pay for that.  

    Regards,

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

    Business Response

    Date: 07/24/2023

    Good Morning - We are no longer managing this property so we will not be posting any notices.  If you have additional questions you can contact your mortgage company.  

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 the executor of my aunt's estate. She passed away in October of 2022. She had a reverse mortgage when she died. Guardian Asset Management went in immediately and replaced all of the locks on the house before we had an opportunity to see if any family member wanted to pay off the loan. I was okay with that since my aunt owned money to the HUD lender. The problem I have is that they don't communicate with you at all. When I called, it took two weeks to get a call back and the guy was very dismissive. Since they changed the locks, I assumed they were taking responsibility for the property. The house is still in my aunt's estate's name. They have not maintained it and now the grass is about 5' tall in a fire prone area. The neighbors are very upset and I still can't get in touch with anyone at Guardian Asset Management.

    Business Response

    Date: 07/12/2023

    Hi ***** - Per our conversation we do not manage the home for HUD anymore. Please contact them to find out who is in charge of managing the property.

    Customer Answer

    Date: 07/21/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    During the period you were supposedly responsible for my aunt's property, all your company did was change the locks to the house, keeping us from doing any maintenance work. Your company was supposed to maintain the yard, an acre of land, but did nothing. Your inaction cost me $600 last week to have a company cut the five foot tall grass down in a high fire hazard. If your company would have cut the grass at least one time, I would not have had to pay the clean up the grass.

    Regards,

    ***** ****** 

  • Initial Complaint

    Date:06/21/2023

    Type:Order Issues
    Status:
    Answered
    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.
    Last evening we received a note on our door that our home was abandoned and Guardian would be changing the locks in the next few days. I own this home and am not in any type of foreclosure. This is private property and nobody should be trespassing or making claims on a property rightfully owned and paid for through the mortgage company ** ****. We ask that Guardian quit this activity immediately and have advised local law enforcement in ******* County to arrest any unauthorized persons trespassing on our property. Our neighbors have been advised the same and will notify police as well.

    Business Response

    Date: 06/22/2023

    Hello - Guardian is hired by ** **** to inspect loans when they are in default. The notice is posted for the borrower to reach out and confirm it is not vacant so that we can update your mortgage company. I would give them a call to discuss any loan information and confirm all is up to date with your mortgage. Lastly, we are not trespassing and are hired by your mortgage company who holds the loan for your property. We have contacted US Bank as well and informed them about your concerns and explained your house is not vacant. 

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Asset Management is responsible for the property connected to mine. That address is **************************., West Jordan, UT *******. They have let the property go to seed with an invasive weed call Yellow Salsify. There are literally hundreds, if not thousands of them flowering right now. They’ve mowed the front and backyard occasionally, but they have not mowed the back pasture since they’ve taken over the property. Even though they have occasionally mowed the front and backyard they are also filled with this invasive weed that kills every other plant around it, and then reproduces. Another weed that is seeding heavily along my property line is the Curly Dock and it is a very hard weed to get rid of because of its deep roots. When you call their office all you ever get is a voicemail. Their phone number is  ************.

    Business Response

    Date: 06/06/2023

    Hello -This property is a reverse mortgage and HUD is trying to contact the borrower to work out loan details. I can tell you we didn't lay any seed or plant anything nor would we ever. There is very little we can do but we can send someone out to address the grass cutting which is a bi-weekly service. 

  • Initial Complaint

    Date:05/29/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After eintetizing my home, the company returned to my home and stole my washer, dryer, refrigerator and television.

    Business Response

    Date: 06/01/2023

    Hello - we are reviewing the file and someone from our office will be in contact with you to discuss. 

    Customer Answer

    Date: 12/12/2023

    I received your letter dated June 11, 2023 but have been out of my home as a result of the damaged caused by the Guardian Asset Management. The company, Guardian Asset Management, has not resolved this issue and will not return my calls to resolve the issues. I have left messages with their representative, but she has not returned my phone calls. I remain dissatisfied.

    Business Response

    Date: 12/12/2023

    Hello - can we have the address in question?

    Business Response

    Date: 12/12/2023

    Sorry we missed the address. This loan seems to be current with your bank and we no longer inspect this home for them.

  • Initial Complaint

    Date:05/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 live next-door to the property they so-called manage. The grass is up to my hips. I kept emailing them to Warn them of a branch that was going to fall down into our yard. They did nothing. One of the branches fell as my kids were jumping on the trampoline, 5 feet away. Someone is going to get hurt because of their neglect of the property.

    Business Response

    Date: 06/01/2023

    Hello - I do see that someone was out there recently and should have cut the grass and taken care of the majority of the issues you have listed. We will be sending our own personal crew to take care of the lawn and other issues listed below. 

    Customer Answer

    Date: 06/02/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

  • Initial Complaint

    Date:05/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Over the last two months, I have come home to find, taped to my door, a paper stating that Guardian Asset Management had been informed that my property was vacant and/or abandoned. I thought I could just inform them that I work late and sleep there every night. I actually talked with a person. I thought I had taken care of the matter. On 4/27/23 I came home to find my outbuilding broken into, the locks on my back door drilled out and new locks in place and a key safe hanging on the door knob. I contacted the local Sheriff Office. They want to treat it as a civil matter.

    Business Response

    Date: 05/01/2023

    Hello - would you please send us the address in question so that we may help you?

  • Initial Complaint

    Date:04/06/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    A strange note was left at my home and I have called the numbers multiple times with no response. We own the home and are not late on our payments. Our mortgage company has no idea what you are saying and have not heard of your company. You are trespassing on our property. We have cameras as well. Please call us back to resolve this issue and do not trespass again. I have read the other complaints. Do not break our door down or trespass again. You will not be happy you did.

    Business Response

    Date: 04/11/2023

    Hello - we do not manage the actual loan but ********** Mortgage should be able to tell you why an inspection was ordered at your house. I will find out why no one would return your call from our company but the house is marked as occupied so we will not inspect again unless ********** orders it. Again the notice is just to inform you that we were there but we would never do anything further.

    Customer Answer

    Date: 04/11/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

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

Guardian Asset Management LLC is NOT a BBB Accredited Business.

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