ComplaintsforGuardian Protection

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The alarm system faulted and my house was burglarized. Repeated attempts to get someone to address the issue have been ignored. Their customer support people keep passing me to other people and then they promise to investigate and contact me but have NEVER responded. I lost thousands of dollars of antique coins.

  

  Business response

  07/29/2024

  July 29, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
          ***  ******* ****** * ********* ** ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customer’s complaint.  Guardian Protection (“Guardian”) values the opportunity to provide response.
  
  Our customer states their security system faulted and their home was burglarized, and that repeated attempts to have Guardian address the issues have been ignored.
  
  Guardian regretted to learn our customer experienced a burglary, allegedly on May 21, 2024, while they were out of town.  When our customer contacted Guardian on June 3, 2024, the date they found evidence of a burglary, his account was immediately reviewed.
  
  A Guardian Customer Care representative confirmed a tamper signal was received from a door sensor.  Please note that a tamper signal is not an alarm.  It is an indication the sensor cover became ajar or was removed, or the tamper switch itself was damaged or worn out over time.
  
  Three things happened when the signal was received, 1)  Guardian placed an automated call to the only phone number we have on file for our customer.  This call would have provided our customer with the ability to connect with our Monitoring Center if needed, 2) an email was sent to our customer to the same email address he provided in his BBB complaint, and 3) a push notification was sent to his iPhone. 
  
  Our customer spoke with a supervisor in Guardian’s Monitoring Center on June 5, 2024.  The supervisor confirmed Guardian received a tamper signal, not an alarm, and that an automated call was placed to the customer, and an email and push notification were sent.  This supervisor advised he would have our technical team review his account to try and determine why the sensor sent a tamper signal instead of an alarm and call our customer back.
  
  Unfortunately, the Monitoring Center supervisor did not call our customer back after his account was reviewed and we apologize for this lack up follow-up.  The review by Guardian’s in-house technical team found a tamper signal had been received from this device almost monthly since December 2023.  Our customer was notified of the previous tamper signals as well but did not contact Guardian to discuss them or request a service call.
  
  Guardian has offered the customer a service call, at no charge, to service the sensor that sent in the tamper signal, as well as another device the customer is aware is not functioning properly.  Our customer is considering the offer.
  
  Guardian urges its customers to test their entire system at least monthly, and to contact Guardian promptly to troubleshoot an issue and/or request service when an indication of a malfunction is received.
  
  Thank you for providing Guardian with the additional opportunity to respond.  Should you have any questions, please contact Guardian at 1-800-776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  07/29/2024

  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.]

  They claim that they responded after one call to customer service and that is not true. I made at least 4 calls and each time they claimed that someone would get back to me and they never did.  As, for them leaving me a message - I have every call and every message from the last two months and they did not respond.  This indicates that they are not doing what they claim and this situation is systemic and not just one person forgetting to contact me.   
  I knew from looking at the other complaints that they would blame the age of my system and suggest purchasing a new system.  That is exactly what they did when they called.  They basically said they could not explain why the door faulted instead of sending an alarm but offered to check it now - free.   It’s like closing the gate after the cow escaped.  
  I have had their security service for over 12 years and was lead to believe they were protecting my house but in reality they only provide deterrents to burglary and cannot technically explain why it faulted instead of alarming.   As, they told me on the call “we feel bad for your loss and hope your insurance company covers everything you had stolen”.   I have lost all trust for Guardian and it’s security services.  I will update my insurance policy to cover individual items because that is a better use of my money and buy a Ring doorbell and camera.  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Spring 2024 the tenant at a townhouse we own contacted Guardian to come out a) to repair/reset one of the master control panels and b) to repair/reset the Sonos sound system for the TV. The entire alarm/smart home system had been installed by ******* ********* a company that Guardian purchased. We have a 5-yr contract with *******/Guardian. At a service call (25 March) the Guardian tech said that the sound system was not turned on and had been installed improperly and was missing some piece (nfi). He offered to come back with someone at a later date to fix it. On 08 April 2024 when the Guardian techs were scheduled to return to complete the job, one technician arrived at 0800 and the other didn't show up until 0900. They argued about the nature of the problem (the surround sound would not stay on and the TV kept switching off) for nearly 3 hours. In the end, they were unable to fix it. Because the were unable to fix the issue, the tenant refused to sign the work order. I later received a bill from Guardian for $1,032.75. I called the company to dispute the charges, noting: -- The control panel and surround sound have NEVER worked properly. This has been an ongoing issue since we bought the property from the builder. -- Guardian has NOT fixed the issue, and as it apparently relates to some proprietary equipment/software that Guardian controls, there is not much we can do independently to resolve. -- The tech who arrived early billed us for the hour he was there waiting for the other technician. When I spoke with a rep of Guardian on 3 July, I was told that we had, in fact, been overbilled, and that the actual amount we owe was closer to $400 (round figure). At that time I asked for an email documenting original charges and corrections. I have never received this. I'm writing now because Guardian continues to try and bill us for this service call at the amount that I now know was errant. My efforts to unravel and resolve have failed.

  

  Business response

  07/24/2024

  July 24, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
          RE:  ******* **** * ********* ** ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customer’s complaint.  Guardian Protection (“Guardian”) values the opportunity to provide response and work with our customer in an effort to resolve his issues.
  
  Our customer expressed dissatisfaction with the performance of a sound/home theater system installed by ******* ********* as well as the amount billed by Guardian for a service call on April 8, 2024.  He is also upset that the sound system issue has not been fixed.
  
  Guardian conducted a review of the installation and service history of our customer’s systems upon receipt of this complaint.  Guardian could find no history of an issue with the sound/home theater system in *******’s records prior to March 2024, and it appears the touchscreen control panel issue has been resolved.
  
  A Guardian representative reached out to our customer after the initial review.  The first item discussed was the $1,032.75 service bill.  There were errors in the logging and bill of labor hours.  Credits have finally been placed on our customer’s account to bring the balance due for the service call down to $462.75.  Our customer was billed for this service call because the sound/home theater system is out of warranty and our customer does not have an extended repair plan for it.  The billing is for the corrected time spent troubleshooting and attempting to repair the system.  Guardian would like to note that no equipment or wiring issue is promised to be resolved in a single service call.  In this case, it appears a part needs to be ordered to attempt a full repair.
  
  When discussing our review of Guardian’s initial investigation into the issues, our new customer advised he had more history of the issues in email and text messages.  Guardian gladly offered to review the added information, reach out to ******* employees who have joined Guardian for further review of our customer’s account history,  and put together the best possible repair proposal we can offer. 
  
  Thank you for providing Guardian with the additional opportunity to work with our customer and try to resolve the issues with the malfunctioning sound system.  Should you have any questions, please contact Guardian at 1-800-776-832.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water damage in our house, which included damaging our Guardian Protection system. The fire department turned off the system. We were not able to turn the system back on, as it was too damaged. Guardian told us that our system was too old to fix. They indicated that we needed to upgrade our system. It took us several months to work through the reclamation and remediation process. During that time, Guardian refused to stop billing us, even though the system was inoperable.

  

  Business response

  07/02/2024

  July 2, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:      ***** ******** ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to address this matter.
  
  The complainant states his system was heavily damaged by water, that Guardian said it was too old to be fixed and they had to upgrade their system, and that Guardian refused to stop billing them.
  
  Guardian is sorry our customer experienced damage to their home after a water pipe broke. Our customer contacted a number of Guardian representatives about the issue over the course of several months, but for the most part our customer was seeking technical assistance.  A review of the phone calls to Guardian revealed our representatives were not informed of how extensive the damage was or how long home repairs would take.  For the most part they assisted the customer with placing his system on test until the customer was ready for a technician to repair the damaged device, or possibly upgrade the system.  At no time did the customer request cancelation of the monitoring and account, leading representatives to believe our customer would be ready to have the system issue addressed in the not-too-distant future.
  
  That being said, Guardian believes its representatives could have requested more details about the situation which would have led to better handling of our customer’s account.  For that reason, Guardian did credit the monitoring fees that accrued after the water damage occurred through the time the account was canceled, leaving the account closed and with a $0.00 balance.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the homeowner I had the service for approximately 8 1/2 years. For the first seven years we paid up front for the whole year for an April renewal. We moved to a new home and asked for our service to be moved there. A service person came to our house and put in a whole new system when we asked to have the new system removed and the old system put back, we were told that we had agreed to the new system, and they would take us to court if we didn't pay the new fee. After talking to a supervisor, they went back and listened to the taped recordings of the calls. They found in fact we did not agree to the new system, and they agreed to put the old system back. Also to make up for what happened they offered us a three-year contract with a discount. 18 months into the contract and due to COVID I retired early. We called for early termination and after several phone calls we agreed upon the Termination fee. Since I would have never had a three-year contract if they first hadn't made such and error. Upon receiving and email from Guardian of what the Termination Fee would be we sent the check and noted on the check Final Payment/Early Termination. (Date of email from Guardian 7/27/22) After two years we started receiving a new bill with a $5.40 fee added. We answered many calls from customer service, but they refuse to even address the final agreement which we have mail copies of several times. (Guardian's email of the final payment and copy of check) We had a written agreement sent to us by Guardian of what we needed to pay and we mailed the check in with in days. I have asked them serval times to go back and listen to the conversation between me and the supervisor around the date of 7/24/22 when the agreement was sent to us.

  

  Business response

  06/07/2024

  June 5, 2024
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA   15106
  
  RE:        ****** ********* * ********* ** ********
  Dear Better Business Bureau:
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services, Inc. (“Guardian”).  Guardian values the opportunity to address our customer’s issue.
  
  Our customer expressed dissatisfaction with the continued billing of his account when he finalized the early termination of the account in late July 2022 due to their .  Our customer has asked for the cancelation of the billing and to have the balance due credited to $0.00.
  
  Guardian would like to apologize to our customer for all of the confusion associated with the activation of services at the home he purchased in Delaware in 2020.  A misunderstanding by a Guardian representative resulted in a new agreement for the installation of new equipment when new equipment was not needed.  In fact, upon further investigation, we found Guardian had monitored the system for the former owner of the Delaware home and reprogramming of the system is all that was needed.
  
  Guardian did install the unnecessary new equipment with a 60-month agreement.  Our customer asked Guardian to put the original system back in place as he did not want or request upgraded devices.  When Guardian corrected the installation and activation mistake, a new agreement was sent for a 36-month term and a reduced fee.  Guardian had an error processing this new agreement and overcharged the customer for over a year.
  
  Based on the errors that occurred with setting up our customer’s home security services, agreements, and monthly billing, Guardian has agreed to stop the billing and credit the account balance to $0.00.
  
  Guardian would like to apologize to our customer for his experience, and for the long delay in resolving this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2021, Guardian installed a security package in our new home and promised the ability to cancel month to month. The installer said this explicitly and we asked him explicitly because we believed we would not be in the home long term. He then gave me a long contract to sign and buried within the second page it says that the monitoring time period is 60 months. Verbally, Guardian agreed to month to month billing and cancellation - anytime. They hid terms in a contract and lied to me while I signed it. They install their equipment in new homes (built by DR Horton) and trap their customers in long-term, binding contracts. Cancellation requires a written letter to their headquarters in PA. If it is not written, the contract automatically renews for another 5 years. This is dishonest business. Guardian simply states they cannot waive the early termination fee. I've paid all of their previous bills on time.

  

  Business response

  06/03/2024

  May 24, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
                  RE:        **** ******* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above referenced complaint and values the opportunity to review and respond.
  
  Our customer states he had Guardian install a security system and the installer advised verbally that he would have the ability to cancel month to month.  The customer felt the terms were hidden when he signed it.  Our customer is unhappy that Guardian will not waive the early termination fee.
  
  Guardian performed a thorough review of our customer’s account.  Per the copy of the complaint attachment our customer posted, the agreement included a coverage page that is part of the unsigned and finished copy of the signed agreement.  He also affixed his initials beside the statement on the agreement that noted his initial term was 60 months. 
  
  Moving into a new home and setting up multiple services can be a chaotic time.  Guardian believes any discussion of being able to cancel month to month by our technician was in reference to what happens after the initial term.  While Guardian’s agreements still state the term will automatically renew, Guardian is not enforcing automatic renewal and the initial term would renew on a month-by-month basis.  Guardian believes the customer may have missed part of the installer’s statement when he was discussing the ability to cancel month by month. 
  
  This being said, Guardian and our customer were able to reach an amicable settlement fee for the account.  Our customer paid the fee, has been sent confirmation his account has been terminated.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  06/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I believe it should be noted that Guardian chooses "not to enforce the automatic renewal" portion of their contract, but definitely enforces the early termination fee. Also, the front page is added on an email, but not presented with original contract at time of signing. The front page clearly spells out the length of contract and should be presented at time of signing. I am grateful that Guardian responded to my complaint and decided to work with me. 

  
  Regards,
  
  ********* *****

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of Guardian Protection for 18 months. My account is paid monthly for home a home monitoring security system. Th payment is paid by auto-debit from my checking account for the amount of $64.94. On Tuesday May 21st, someone logged into my account fraudulently and made a $1,300.00 payment from my checking account to my Guardian account. I was traveling on this day and have not logged in to make any payments ever, as they are made automatically. There is a now a $1,300.00 credit on my account. I have called the company each day requesting a refund. The first 2 days I was told this would take 24 hours to complete. When this was not done, I called back on May 25th and are now being told it will take 7 days to receive a refund. I do not understand why they keep providing different information and am demanding an immediate refund of the $1300 credit to my bank account.

  

  Business response

  06/03/2024

  June 3, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
                  RE:        ***** ********* ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint and values the opportunity to respond.
  
  Our customer states on May 21st someone logged into her account fraudulently and made a $1,300.00 payment from her checking account to Guardian Protection.  This payment resulted into a credit on her account in the amount of $1,300.000 for which she requested a refund.  Our customer said she was first told the request would take 24 hours to complete, then she would told it would take 7 days to receive a refund.  She has asked why different dates were provided and requested an immediate refund of $1,300 to her bank account.
  
  Guardian is sorry to hear about our customer’s situation whereby an unauthorized payment of $1,300.00 was made from her checking account to Guardian.  While our customer did not ask for, and was not provided with, an expected date of refund when she called on May 22, 2024, on May 23, 2024 a representative did state she should expect the refund to be processed within 24 hours, setting up false expectations.
  
  When our customer called back on May 25, 2024, a representative told our customer the refund request looked like it would be processed on May 31, 2024, which was an accurate date based on Guardian’s need for the $1,300.00 payment to fully clear.  Guardian’s accounting department checked the $1,300.00 payment several times and it  was “restricted” and had not fully cleared.  We now believe this status was due to the customer entering a claim with her bank to have the payment revoked at the same time she requested a refund from Guardian. 
  
  Guardian was finally able to process the refund on May 30, 2024 and sent $1,300.00 to our customer’s checking account.  However, on that very day our customer’s bank canceled the payment, resulting in her original payment of $1,300 being reversed back to her checking account.  This led to our customer having $2,600.00 put into her account on May 30, 2024 because she entered claims with both companies.
  
  
  A Guardian representative tried reaching our customer three times to discuss the delay in getting the refund to her, but the calls were not returned.  Because our customer received the $1,300.00 back through her bank, she must return the $1,300.00 refund  payment to Guardian.  Our customer will see the $1,300.00 due Guardian on her June 6, 2024 statement.  Please note Guardian can only pull payments for monthly fees from our customer’s account.  Our customer will need to initiate the payment of $1,300.00 to Guardian via our website, or by calling in to Guardian’s Customer Care center.
  
  Guardian appreciates being notified of this matter and will provided additional training to our representatives regarding refund processing and expectations.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted to have a Neal Communities house built in Canoe Creek. I contracted to have a Guardian security system on May 31, 2022 at the Neal design center. The house took 18 months to be completed. The wiring for the security system was installed before the drywall was installed. I show my scanned receipt for $805 which says "Total Installation Price (fees) including tax". I show the scanned monitoring activation instructions that Guardian gave me which says when I move in and have internet to call and they will complete the installation. This is when the initial monitoring begins as shown on the included scan. To date, no internet service or equipment installation has occurred. Guardian has started to bill a monitoring fee even though there isn't any equipment installed to do the monitoring. I am selling the house and have never occupied it or installed internet, it is empty. It was my plan to have the equipment installed after the new owners move in and have their internet. Now Guardian is telling me that I was given a discount because they do that for Neal. I wasn't told that at purchase. The house was built by Neal builders and therefore any discount applied is appropriate. They are insisting that I pay them the $1,500 discount back for installing the wiring. I included the scanned page that says Total installation price, fees, taxes, $805. I don't feel I owe the discount or the monitoring fees since all I have are wires and no way to monitor without the rest of the equipment or internet. I have paid in full the total cost of $805.00 ($350 for hardware equipment yet to be installed and $450 for wiring installation that has been completed.) They are threatening to turn me over to a collection agency. This is very stressful for an older widow, please help me resolve this, Thank you.

  

  Business response

  06/03/2024

  June 3, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA 15106
  
  RE:        ******* ******** * ** ********
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint.  Guardian appreciates the opportunity to address our customer’s concerns, clarify the status of her sale and installation and work toward resolving this matter.
  
  Our customer wishes to cancel her account as she has decided to sell the home that Guardian has performed installation work in.  She stated she paid for the installation, which is incomplete, and should be released from the agreement without further payment.  She is also unhappy Guardian has started billing the monitoring fees when the services have not been activated.
  
  For background, our customer contracted Guardian (agreement attached)s for the installation of a security system; home wiring of cable jacks, data jacks and a wireless access point; and monthly services on May 31, 2022.  Guardian has performed well over 50% of the installation work but has been unable to complete the work because our customer has not responded to requests to schedule the appointment to complete the installation and activate the monthly services.  Guardian had been reaching out to the customer several times a month since August 23, 2023.  It was on April 11, 2024 that our customer finally responded and indicated she did not want to activate the services because she has decided to sell the home.
  
  Regarding payment of the installation, our customer paid for the home wiring options in the amount of $455.00. The $350.00 charges she paid for the installation of the security system were for upgrades to Guardian’s basic Builder Package; $150.00 for a premium panel, and $200.00 for an Edge Control Package which included a gateway to enable the customer to open and close her garage door remotely.  Guardian did not charge for the wiring of any security devices or the security \equipment installed to date in exchange for the customer’s 60-month monitoring commitment at the monthly fee of $55.99+tax if paid by Guardian’s Automatic Payment system or $65.99+tax if payments were made by another means.
  
  While the security system installation is incomplete, Guardian’s investment of time, materials and equipment far exceeds the $350.00 our customer has paid toward the installation.  Our records indicate all of the doors have been wired.  Please note, several sliding doors did not have the wire pulled through the frame and do not have the contacts on the end of the wires.  This is because the builder had not installed the cover piece on the sliding door tracks prior to Guardian’s last appointment at the home.  The pet motion detector is wired, and the wiring for a touchscreen keypad/control panel has been done.  The video doorbell has been installed as well.  The home wiring installation, totaling $455.00, has been completed, including the installation of the wireless access point for added connectivity of wireless devices to an Internet Provider’s router.
  
  Guardian has spoken with our customer and offered to accept a settlement of $1,192.00, waive the monthly charges that have billed, and release the customer from the 60-month Monitoring Agreement.  This figure is based on Guardian’s cost for the work, materials and equipment installed to date and was reduced by $100.00.  Our customer is considering the offer but has also questioned whether the touch/screen control panel would be installed, and whether any of the wiring performed by Guardian could be utilized by a new owner.  Guardian confirmed the panel would not be installed if the account were settled for $1,192.00 as added equipment costs and labor would be incurred should Guardian perform more work in the home, and that a new owner would be able to take advantage of much of the wiring and devices installed to date.
  
  As stated earlier, our customer is considering the offer which is good through June 29, 2024.  Thank you for the opportunity to address this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  06/03/2024

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

  The company's response was very twisted to reflect better on them. I talked to several people and told them that I did not want to cancel the contract, but they kept insisting that I did. Each call became more nasty and demanding. I just decided it is easier to pay them because there was no reasoning with them. They were just focused on getting more money. I paid for the equipment that I didn't receive but now they are getting it back. I'm just glad I don't have to deal with such a dishonest group of people.

  
  Regards,
  
  ******* ********

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My alarm failed approximately 12/2023 and I tried to get a service call. No one would call me and I made several calls trying to get someone to come out. I did get an estimate for $500.00 alarm upgrade with $5.00 a month additional service charge. I did not want to do this so I told them to cancel my account. I took down my alarm and installed a new one with a different company 1/30/2024. I finally got a call from Guardian from a service man some time in February. He told me he was coming to Waco and did I need a repair. I said no I did not and I had already removed my old alarm. I also said he could have my old stuff if he wanted it. He said he did so I told him that I would leave it at my front door. He got the stuff. I can provide video that he never came in my house and certainly did not remove my alarm. I did not get a service call. I have repeatedly tried to explain this to Guardian and they are harassing me to pay for a service that I never recieved. They say that their tec removed my alarm and I must pay $85.00. He did not remove my alarm or even come in my house. I did not contract him for repair. Please help me get them off my back.

  

  Business response

  05/28/2024

  May 28, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:     *** ******* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above referenced s complaint.
  
  Our customer is disputing charges for a service visit to his home on February 9, 2024.  He states he had changed companies and when the technician called about servicing the system, he advised that was no longer needed but he could pick up the old equipment that had been taken down.
  
  Guardian reviewed our customer’s account in detail and found there had been a mishandling of our customer’s cancelation request made on January 29, 2024.  The unscheduled service request should have been canceled at that time.  Guardian credited the account balance of $84.19, bringing the final account balance to $0.00.
  
  Guardian apologizes for the error and the difficulty our customer experienced with getting  his service request scheduled.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team
  

  Customer response

  05/31/2024

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased my retirement home in Dec 2020 the Construction company insight had Guardian Protection install an alarm with a two-year service contract. Pay the system completely off and and requested termination alarm system after the original contract expired. I was charged for a new system over $5,000 on my credit card after making the final payment. Guardian corrected the amount on my credit card never asked for a cancellation letter. Today I spoke to a rep from Guardian, who explained how I was enrolled in an annual contract and never had submitted a cancellation letter. Waiting for a supervisor to return my call on the matter of how I was entered into a contract without consent and held to contract due to a cancellation letter that was never requested when I made final payment and requested cancellation

  

  Business response

  05/24/2024

  May 24, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:     **** ******* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above referenced s complaint.
  
  Our customer states he had Guardian install a security system with a two-year service contract and believed he paid the system off and requested termination of the alarm system after the original term expired.  He also thought Guardian had charged him for a new system and taken a payment of over $5,000 from his credit card.  The customer was waiting to speak with a supervisor about this matter.
  
  Our customer did speak with a supervisor after his submission of this complaint.  The supervisor was able to address all of our customer’s concerns with the agreement, cancelation large payment.   The large payment appeared to have been made by our customer through Guardian’s website, and it most likely happened due to misplacement of the decimal point in the amount of the payment to be made.  As our customer noted, Guardian promptly the overpayment when our customer discovered it.
  
  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  05/25/2024

  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.
  

  In response to guardian protection I did speak to a supervisor by the name of Erin who advised me that he is a supervisor for the loyalty department. Erin also stated that I could not speak to a supervisor in billing department and I had to get the information from him. After I asked Erin questions pertaining to $11,100 charged on visa **** 29SEP23 and the credits of $37, $74 and $110 credit which appears to be  a charge and not a credit. Erin than stated that their billing does not have a symbol for credit to balance. So the so  the initial issue stemmed from receiving bills that should’ve been a credit but appears to be a owed balanc due to guardian protection online billing system. so during the conversation I figured out that this happened due to receiving a $110 credit which read as if I owed and I paid it and must have accidentally pushed two more 00 making the payment $11,100.00 which was refunded 30OCt3023 later after I contacted guardian protection about the charge on my credit card. This was the only conclusion I came up with while on the phone with Erin who agreed and apologized for the misunderstanding of his explanation of denying my request to speak to billing to resolve the matter which I should have received all the information from my billing which  different credit cards were used due to newly issued credit cards. I’m awaiting statements from card companies to much I was informed that there was a credit of $37 and $74 and a $495 charge on card 1024. On card **** charge on 23SEP23 for 11,100 refunded on 3 Nov 23. This would have been much easier if I would have spoke to billing.

  Regards,
  

  
  **** *******

  

  Business response

  05/29/2024

  May 29, 2024
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:     **** ******* * ********* ** ********
  
  Dear Better Business Bureau:
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s additional comments.
  
  Our customer expressed his displeasure with not being able to speak with someone in Guardian’s billing department.  He believes if he had been able to speak with someone in our billing department, his questions about payments would have been answered more easily.
  
  Guardian does not currently have customer-facing members on our billing team.  Furthermore, our customer’s questions were not limited to which of his credit cards each payment was taken from.  If they had been, every Guardian Customer Care representative could have provided the information.
  
  Our customer had questions about the conversation that took place when he made a payment of  $495.67, and questions about his Monitoring Agreement and cancellation options.  A recording of the phone conversation when the $495.67 payment was made had to be located and reviewed.  Guardian’s billing department would have had to locate and review the recording of the phone call, as Aaron had to.  In addition, Guardian’s billing department members would not have been able to answer our customer’s questions about his options for canceling his monitoring agreement. 
  Regarding the payments our customer wishes to verify with his credit card statements, we would like to provide some detail to help our customer verify the transactions.  Our customer made a payment of $495.67 that posted on 4/28/2023 to pay for his current balance due at that time and prepay monitoring fees through 5/5/2024.  Our customer then made a payment of $37.00 on 7/31/2023 when there was a $0.00 balance on the account, a payment of $74.00 on 8/31/2023 when he had nothing due and a credit balance of -$37.00 on the account, then a payment of $11,100.00 on 9/29/2023 when he had a credit balance of -$111.00 on the account.  Please note, like many businesses, a credit amount and credit balance are displayed with a “-“ in front of the dollar amount.  Guardian refunded the payments of $37.00, $74.00, and $11,100.00 on November 1, 2023.  The refunds should have posted to his credit cards within the first seven days of November 2023.
  
  In the future, our customer is welcome to contact Guardian at 1-800-776-8328 to verify his account balance and whether a payment is due.  Thank you for informing Guardian of this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  05/30/2024

  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.]

   

  prue lack of accountability. The conversation between loyalty rep and myself the explanation for the credit was clear he stated there is no symbol that guardian protection billing use to indicate credit. this is the reason for the confusion of credit to extra payments and the results of me paying a credit of $110 that appears to be a bill owed which I inadvertently paid $11,000 on guardian protection app with my credit card set up for digital payment. Furthermore I also visited  the (GP) app to verify statements with my credit card companies. I have attached a photo the statement off of the guardian pro app which is untranslatable.
  
  Regards,
  
  **** *******

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We recently sold our home in Baden. We have had guardian security for over 10 years now between both of our homes. We no longer need their services since the new home we purchase came with a system already installed. When I called to cancel today I was told I still have 39 months on my contract and have to pay over a $1,000 for an ETF. I was unaware that I renewed our contract when we purchased more glass break sensors. I think its ridiculous to ask a customer who has been with you for over a decade to pay 1,000 dollars just to get out of a contract because they no longer need your services. We have paid for multiple services with guardian and yet when we ask to leave this is what we are told. I want the ETF waived. I do not have the money to pay the ETF or continue to pay for a service in a home I no longer own on top of the home I do own.

  

  Business response

  05/22/2024

  May 22, 2024
  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 any concern.    
  
  Our customer has expressed dissatisfaction with Guardian requesting payment of an Early Termination Fee to cancel her services since she sold her home when she signed a new agreement for a discount on the purchase of additional glass break sensors. 
  
  Guardian is a customer-centric organization that provides alternatives to paying an Early Termination Fee for customers who move.  Guardian offers to relocate services to a new residence when possible, and to waive the balance of the customer’s agreement term if the new owner subscribes to monitoring services with Guardian.   The customer confirmed she is not in a position to relocate the service at this time, and it is unknown if the new owner will be interested in the monitoring services.
  
  Guardian reviewed our customer’s account history in great detail.  Guardian then reached out to our customer and was  able to reach a mutually agreeable settlement of her account.
  
  Thank you for advising Guardian of this matter and providing an opportunity for additional assistance to our customer.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  05/22/2024

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

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