ComplaintsforGuardian Protection

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing a new home, the home builder asked us if we wanted the home to have whole system speakers, a central vac and wiring for an alarm system. We agreed to this and placed the order during the design and build process. We did not know they would select a vendor for these services like Guardian protection which locks you into a 5 year term with hefty penalties to cancel. Guardian will not let me cancel the contract, even if I were moving homes. They will not let you cancel when your term is up, unless you send them a very specific letter to a very specific address to cancel. They are claiming that I have to pay over $1000 to get out of the contract because they have "invested" in our home. The investment does not work. The central vac was never placed in our home (had to be done after the drywall was in!), the speakers do not work and are not wired to the right location. This is a complete bait and switch situation and I'm stuck with this contract until I die as there is NO OUT (can't get out if you move either).

  

  Business response

  05/22/2024

  May 22, 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.
  
  Our customer stated she purchased a new home, and the builder did not make her aware she would working with Guardian Protection as a vendor for Whole home audio system, alarm system installation and central vacuum system.  Our customer is unhappy with the 5-year term of her agreement and the penalty to cancel.  She further states Guardian will not let a customer cancel if they are moving or if the agreement is up unless we receive a very specific letter.  She further states the central vacuum system was installed after the drywall was in, the speakers do not work and are not wired to the right locations. 
  
  With regard to the sale of products and services by Guardian, our customer had a virtual appointment with a Guardian sales representative.  She did not meet with him in the design center.  Regarding the initial term of the Monitoring Agreement, a 36-month term was offered by the representative, but our customer opted for a 60-month term, which would have secured greater discounts toward the installation and monitoring services. 
  
  Guardian was very transparent with the term of the Monitoring Agreement, sales price, and monthly fee.  Guardian references the attached electronic agreements executed by our customer on December 1, 2022.  The very first page of the electronic paperwork presented to our customer by their sales representative points out important terms of the agreement before the customer ever clicks on Next or Start to begin reviewing, initialing, and signing acceptance of the details.  The cover sheet is also present on the final, executed copy of the paperwork which is immediately emailed to both Guardian and our customer.  The electronic paperwork also provided the customer with a Notice of Cancellation Form notifying our customer she had until December 5, 2022 to cancel the transaction without penalty or obligation.  Lastly, no work had begun in the home until March 13, 2023.  If the customer had contacted Guardian prior to performing the work she had agreed to, Guardian would have canceled the agreement and installation.
  
  Our customer had a significant investment in the items Guardian installed in her home as evidenced by the attached agreements.  However, the cost of the installation of the security system was highly discounted in exchange for the customer’s 60-month monitoring commitment.  With regard to moving, Guardian does try to offer alternatives to paying the Early Termination Fee.  Even though Guardian only agreed to one discounted installation at the site noted on the agreements, Guardian currently offers to relocate services to a new property, with discounts, provided the customer moves to an area we service.  Guardian also currently offers to release a customer from their agreement if the new owner of the site subscribes to Guardian for monthly services.  
  
  
  
  We are sorry our customer had issues with the audio equipment installed in her home, as well as a delay in the installation of the Central Vacuum system whereby it was installed after the drywall was up.  Guardian did repair and resolve all reported issues with the home audio system by June 26, 2023, less than 3 weeks after our customer closed on the home.  Guardian has not been advised of any issues of any kind after the home audio system was service on June 6, 2023, and have not heard from our customer at all between June 26, 2023 and May 9, 2024, at which time she called to cancel her monitoring services.
  
  Our customer’s 60-month monitoring commitment was with a monthly fee of $55.99.  There are currently forty-nine (49) unpaid months remaining on the term, with a value of $2,743.51.  The customer has the option of canceling the services prior to the end of her initial term by paying an Early Termination Fee of $1,543.50 per the calculation in Section 8.  Of her Monitoring Agreement.  If our customer decides not to cancel the service early, Guardian would like to remind her that she has several life safety devices installed that are monitored 24/7 regardless of whether the system is armed or not.  And we encourage her to utilize the remainder of the system so Guardian can contact authorities if an intrusion device is tripped, and they are not able to do so.
  
  Guardian reached out to our customer to discuss the issues within the complaint but did not hear back from her.  If she decides to continue service until the end of her initial term, then cancel the service, she can contact us and request that we email her a cancellation form to satisfy the cancelation provision that all requests must be in writing.
  
  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

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a contract with them, they never told me that it was for 60 months. Within 4 months the panel had stop working so they had to call me on a daily basis at every hours of the day or night to troubleshoot so that they can access. They called me nonstop for 6 months. I ended up getting rid of them since they couldn’t read the panel unless the dictate me over the to give access to the panel. In order word, I was paying if they was an intruder they couldn’t help because they couldn’t read the panel.

  

  Business response

  05/17/2024

  May 16, 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 respond and address our customer’s concerns.
  
  Our customer stated she was never told the agreement was for 60 months, her panel had stopped working within four months, and Guardian called her on a daily basis to troubleshoot the issue.  She feels she was paying for a service that did not work and therefore changed companies.
  
  Guardian performed a thorough review of our customer’s account history upon receipt of this complaint.  She contacted Guardian by phone to discuss the options for activating the monitoring and remote access and control services for the system in the home she had purchased.  The recorded call reveals our customer was given the option of a 36-month or 60-month term.  She accepted a 60-month term and executed the agreement (attached) that was emailed to her electronically.  The very first page of the electronic paperwork emailed to our customer pointed out important terms of the agreement.  In addition, our customer initialed the statement “The initial term of this Agreement is 60 months (“Initial Term”).  The cover sheet is also present on the final, executed copy of the paperwork which was immediately emailed to both Guardian and our customer upon her execution of the electronic paperwork. 
  
  Our customer’s security services were activated, and the control panel upgraded, at no charge to her on May 14, 2022.  The customer’s new touchscreen panel enabled the system to communicate with Guardian’s monitoring center through both a cellular connection and via a wi-fi/internet connection.
  
  Our first call regarding an issue with the system was on January 8, 2023.  She stated she received a call from Guardian advising her Guardian was not getting the data from her system.  A representative confirmed we received a cellular communication failure.  The representative walked our customer through rebooting her touchscreen panel and conducting a cellular signal test.  The representative then had our customer send an alarm signal and confirmed receipt of the signal and the restoral of the cellular communication of her system to Guardian’s monitoring center.  The representative also advised if the loss of connection continues to happen, we may need to get a technician out to the home.
  
  The next phone call was on May 15, 2023.  She advised a representative she was calling for two reasons.  First, to inform Guardian a storm come through and the system had not been working since, and secondly to set up a new account for her auto-pay service.  Unfortunately, the customer was out of town when she called and unable to perform any troubleshooting.  She said she would call back when she returned home.
  
  The next call to Guardian was on May 23, 2023.  She called Guardian’s monitoring center because her system was not working, and she was back home and able to troubleshoot the panel.  She was transferred to a Customer Care representative who performed some troubleshooting with her, then transferred her to our Technical Care group for additional assistance.  The Technical Care representative was able to help the customer reboot the system and verified the system communication was restored.
  
  Our customer called again on August 26, 2023 and spoke with a Technical Care representative.  She advised she was getting calls daily about a system communication issue, but she was on her way out of the country.  Our customer also asked if we could change her panel.  The representative performed a communication test and confirmed that while the system was communicating through the cellular connection, it was in fact still communicating via wi-fi.  She also told our customer when she returns home, she could try rebooting the panel or schedule a service appointment to repair or replace the control panel.
  
  Our customer next called on October 17, 2023.  She had returned home and wanted to schedule service because she continued to receive calls daily about her system not communicating via the cellular network.  A representative set up a service appointment, but our customer declined to schedule it when she learned the equipment was out of warranty and she would be billed a $75.00 co-pay for the service appointment.  She said she preferred to keep receiving calls about the cellular communication issue.
  
  The final call from our customer was on November 23, 2023 when she called to cancel her account due to the cellular communication issue.  She confirmed she changed companies because she did not want to pay the $75.00 co-pay for the service call.  Our customer was advised of her agreement term and the early termination fee that she would need to pay to satisfy the agreement’s initial term.  The customer disputed the term as she did in this complaint.
  
  Guardian would like to reconfirm the customer’s system was communicating with Guardian’s monitoring center via wi-fi/internet.  Further, Guardian would have been happy to service the customer’s system at any time in 2023, but our customer would be responsible for paying the $75.00 co-pay for the repair or replacement of her touchscreen panel.
  
  Because our customer was offered either a 36-month term or 60-month term, Guardian will accept payment of an early termination fee based on a 36-month term agreement and waive all late and returned payment fees.  If our customer had signed for a 36-month initial term, she would currently have 18 unpaid months remaining on the term.  The early termination fee in this case would be $567.00 (18 months x $35.00 x 90%).  A representative tried reaching our customer to discuss the matter, but a man answered the daytime phone number listed in the complaint and hung up on the representative.    
  
  
  Thank you for the opportunity to respond to this matter.  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother passed away on 1/28/24, a call was made to Guardian to cancel the service in February so the family could move on. I spoke with Brady and low and behold I received an email in May about a past-due balance on my PARENTS account? WHY? Interestingly at no time when I called was I advised that there was any balance due when canceling my PARENTS service and now there is a email being sent ME stating there is a balance 3 months later! I feel that I was taken advantage of and I can't imagine why my parents even entered into a contract with this company.

  

  Business response

  05/07/2024

  May 7, 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 resolve this matter.
  
  The complainant states she canceled her parent’s account in February and the Guardian representative did not discuss any balance due at the time.  She was unaware of any balance on the account until she received an email three months later advising of a past due.
  
  Guardian is sorry for the complainant’s loss of her mother.  We are also sorry our representative had an oversight and missed reviewing the account billing and therefore missed addressing the bill that had generated just four days before the complainant contacted Guardian to cancel the account.  The account balance of $48.96 has been credited and the account balance is $0.00.
  
  Guardian appreciates the patronage of the complainant’s parents these past eleven years and is sad to lose a valued customer.  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

  05/10/2024

  [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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m seeking discontinuation from our contract because Guardian cannot reliably provide the services they advertised. I have a 5 year contract 2020-2025 with Guardian for home monitoring. The panel that controls the service inside my home often disconnects for various reasons by itself. It is Guardian’s responsibility for the reliability of this panel but they charge a fee ti have it repaired. The entire home monitoring service doesn’t work unless the panel is repaired. This panel broke in October 2022 and just now while I was already on vacation out of the country. They have not provided any home monitoring services everytime I am on vacation when I need it. They also cannot fix the service unless they charge an unreasonable fee to just come and see the panel. They have multiple additional charges that are at the discretion of the repairman. I have asked that I am refunded for the time period not monitored or the service just put on pause until it is repaired.

  

  Business response

  05/02/2024

  
  May 2, 2024
  
  BBB of Western Pennsylvania
  520 E Main St, 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 values the opportunity to review our customer’s account and respond.
  
  Our customer stated he wished to have his agreement discontinued or service paused, because his system is not currently functioning, and he is not in a position to schedule a service call for some time.  He also noted his system disconnects at various times for unknown reasons and it is Guardian’s responsibility to maintain the panel, but he is displeased with the service charges quoted.  He feels the service charges are unreasonable and there is the possibility of having additional charges added at the discretion of the technician.
  
  A Guardian representative contacted the customer to discuss the system warranty, service plan, system issues and discuss possible resolutions to this complaint.  Guardian would like to take this opportunity to clarify some system, warranty, and service matters so our customer can reference the information again in the future.
  
   Our customer fully owns the security equipment installed in his residence; it is not a leased system.  The equipment and installation were warrantied for one year from the date of activation.  After the warranty expired, our customer was provided with a Limited Lifetime System Repair plan through the end of the Monitoring Agreement’s term.  The Limited Lifetime System Repair plan provides for  the repair or replacement of defective equipment that is part of the monitored security system during normal service hours, in exchange for payment of trip fee/copay.  The trip fee/copay is subject to change and is currently $75.00.  This plan is limited and does not include the replacement of consumable items such as batteries and obsolete equipment, home automation devices, and video devices.  It also does not include repairs to the monitored security system when it sustained physical damage or when the needed repair is a result of an act of God or system alteration by any other party than Guardian.  Our customers with the Limited Lifetime System Repair plan will be quoted the current copay but will also be quoted the possibility of being charged our normal billable service rates if our technician finds evidence the need for a repair is not due to a defect.
  
  Regarding the system issues our customer has experienced, Guardian would also like to point out that our customer’s control panel has two means of communication, cellular and wi-fi, with Guardian’s Monitoring Center.  Often, when one means of communication fails, the other means of communication continue.  The system history shows our customer experienced the loss of cellular communication multiple times in September and October of 2022.  A service appointment was scheduled, and the issue was resolved under the repair plan and our customer paid the $75.00 Trip Fee.   The next instance of a communication issue began April 24, 2024 for reasons unknown at this time.  Guardian did provide a credit to our customer’s account to offset monitoring charges while he is unable to meet with a technician.  And we encourage our customer to contact us to schedule a technician as soon as he is able.
  
  Thank you for bringing this matter to Guardian’s attention.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about November 21, 2023, a representative came to the home I had just purchased. It was a model home for a building development. The home already had a security system installed. I inquired about activating the system. The company representative showed me how to operate the system. We moved into the home in mid-December, but was out of home from January 1, 2024 until April 1, 2024. The system was not used in our absence. Upon return, I advised the company that I did not need a security system and was advised that I had committed to a 60 month contract and owed no less that 90% of the total for that term. It is alleged that I "electronically" signed the attached contract. I was not notified of the length of the commitment or that the acoount could not be terminated immediately upon notice. I am asking to terminate with no penalty.

  

  Business response

  04/29/2024

  April 29, 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 complaint.
  
  Our customer stated he decided he did not need or want the security system monitoring services and was surprised he had a 60-month contract and faced having to pay an Early Termination Fee equal to 90% of the remaining term on his agreement.  He also states he was not notified of the length of the commitment and disputed that he electronically signed the agreement.  He has asked that Guardian release him from the agreement without penalty.
  
  Guardian has been in conversation with our customer regarding the events that led to our customer’s activation and having a 60-month agreement, and to negotiate the early termination of his account.  Our customer contacted Guardian when he found Guardian had installed a security system for the builder of his home.  Our review of a recorded call on November 17, 2024, found our customer spoke with a representative who clearly advised Guardian would waive the $195 activation fee, provide monitoring services at $46.99 with a 60-month contract, and provide three (3) months of free service.  The agreement was emailed to him for his review and signature on November 17, 2024 and the activation appointment was scheduled for November 22, 2024.  Our records indicate the agreement was resent via email on November 21, 2024 and signed on November 22, 2024.
  
  While Guardian did not install a new system for our customer, Guardian did have a technician on site for several hours reconfiguring the system for his use, and training him on the security panel and Guardian app.  In addition, Guardian has actively been monitoring the system and will react to any signals received while the system is armed or disarmed.  We had called our customer about an alarm signal received on December 20, 2023 and again on January 13, 2024 when we found his panel lost its wi-fi connection with our Monitoring Center.
  
  Since Guardian did not install a new system, Guardian agreed to settle the account for $200.00 which represents the investment Guardian has made for this customer to date.  This morning our customer reluctantly agreed to pay $200.00 to terminate the account without further penalty or obligation. 
  
  Thank you for advising Guardian of this matter.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled home monitoring service with Guardian on December 6th, 2023. They continued to bill me and make constant calls to collect monies from December 2023 through February 2024. The representative that contacted me in February for payment of a past due bill. I told him I had cancelled service in December 2023 due to the main camera not working for close to six months. I went through all of their troubleshooting steps, which all failed. They offered to send out a technician but the service fee would be $75 plus $30 for every 15 minutes the tech would be at my home. He eventually offered a flat $75 for the service fee. I refused and told him I no longer wanted the service. I was told I had to sign a "packet" to cancel service; however, this "packet" wanted me to assume responsibility for December and January even though I had cancelled. Guardian called again on March 11, 2024. The representative, Zoey 49165, also insisted I sign this "packet". When asked where on my contract or documentation does it say I have to sign this "packet" to cancel service. She notified me that it is not written anywhere and was just a security measure to insure it was me who was cancelling the service. Despite the fact that I was verified through their system several times Guardian has refused to cancel my service without this "packet".

  

  Business response

  03/27/2024

  
  March 27, 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 provide a response.
  
  The complainant states she canceled her Guardian services on December 6, 2024 and is upset with the continued billing and phone calls about the account balance.  When she spoke with a representative, she was told she needed to sign a “packet,” but refused to do so because it would make her responsible for the December and January payments, even though she had canceled.  Further, the customer believes there is no language in her agreement stating she needs to sign the packet to cancel service.
  
  Guardian would like to share the correspondence from and to our customer in December 2023.  While Guardian no longer has a copy of the email messages our customer sent through Guardian’s website on December 6, 2023 and December 11, 2023, the full messages were copied into her file.  Please see Attachment 1 to review the content of the messages Guardian received (please note the date/time stamps are when her emails were opened by Guardian and the email text was copied our customer’s file.)  Guardian was unable to cancel services with such a vague request and replied to each email, asking her to call (please see Attachments 2 & 3.)  
  
  Due to the liabilities in this industry,  Guardian requires a written notification from the customer.  Our customer can refer to her Sections  E) Term and Automatic Renewal where the need for written notice is documented.  We would like to note, as of this writing, Guardian is not enforcing the renewal policy and will cancel an account in 30 or fewer days if the initial term of the agreement has been satisfied, but written notice from a contract signer is still required.  Further, when a written request is received, Guardian will still reach out to a contract signer prior to processing the request to verify a master password, confirm they are the author of the request, and verify the cancelation date.   The “packet” is a cancelation form Guardian offers to send for electronic signature as a convenience and memorializes the details of the cancelation.
  
  Guardian continued to monitor our customer’s system and bill her for services beyond December 2023 because she did not call as instructed.  She finally called on February 7, 2024.   Guardian agreed to cancel her services effective February 19, 2024 and emailed her a cancelation form for her signature the day she called.  Her account has since billed two more times, February 20, 2024 and March 20, 2024 due to the lack of a signed cancelation request.  Guardian is willing to cancel the account effective February 19, 2024 and credit the February and March statements and late payment fees on the account provided our customer signs the cancelation packet that was emailed to her on February 7, 2024, but our customer will need to make payment of $114.72 for the December 20, 2023 and January 20, 2023 bills.
  
  Thank you for informing Guardian of this matter, and the need for additional training with our representatives regarding agreement terms. Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/01/2024

  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.
  
  As shown on the attached contract between myself and Guardian, there is nothing stating my cancellation of service must be written. Regardless of this fact, I did provide written cancellation which they deemed insufficient despite the fact that Guardian has no language anywhere that states it has to be written. Their own representative stated this also. The contract does not contain any cancellation stipulations beyond midnight of the third day. I believe my notice of cancellation was sufficient and should be honored. My account should be credited and Guardian should stop harassing me with phone calls and email correspondence. I wish NO further communication from this company as they have shown reprehensible business practices in regard to my account. I thank you for your assistance in this matter.

   
  Regards,
  
  *** *******

  

  Business response

  04/02/2024

  April 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 additional comments regarding her contract and cancelation.
  
  The complainant states there is nothing on her agreement advising cancelation of service must be written and does not contain any other cancelation stipulations beyond the ability to cancel within three business days of the transaction.  She feels her email stating “I would like to cancel this service.  On December 6, 2024 and her email message “I no longer require your company’s services.  They do not work and the price to have someone come and fix your faulty equipment is ridiculously high.  Please cancel my service.  Thank you.” were both sufficient cancel requests.
  
  First, please refer to attached snippet from our customer’s Monitoring Agreement.  It is the section of the agreement we referred to in our first response.  The terms that advise of the requirement to send cancelation requests in writing are highlighted and underlined. Guardian would also like to point out our customer’s Initial Term was not satisfied until January 2024.  This needed to be discussed in order to have both parties in agreement of an effective date of cancelation, in addition to verifying that the request was from our contract signer. 
  
  Had our customer simply followed the instructions in our emails, this matter would have been taken care of in a timely fashion with no billing beyond her Initial Term’s satisfaction date.  Because she did not call as requested in December, or sign the cancelation form we sent her in February, Guardian continues to monitor her system and bill her for the services.  Guardian would also like to note that while her cameras may not be functioning properly, the monitored security devices are working as evidenced by our customer’s continued arming and disarming of the system, including this morning.  Her issue is with a camera that did not reconnect after she obtained a new router.
  
  This morning Guardian resent the Cancelation Form that was sent to her on February 7, 2024 for termination of services effective 2/19/2024.  If our customer signs it by April 12, 2024, Guardian will cancel the services and billing, and credit the February and March bills and late fees that have accrued.
  
  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/02/2024

  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.
  
  As stated before, there is no language that requires a written cancellation of my services beyond the three days indicated on the documents I provided and the documents provided by Guardian. As for my arming and disarming of the system, I had previously set my alarm on an automatic setting to arm and disarm. The service does not work. I requested, in writing, for my system to not be monitored which means Guardian has been monitoring my system of their own accord and without my permission. The system was set to arm and disarm automatically and has not been physically armed by anyone in my household. I failed to cancel the schedule; however, I will ensure that it no longer arms and disarms automatically. Guardian calls me continuously to collect payment but after stating their need to speak to me they never once called. I have satisfied the terms of my contract. I am willing to make the December payment so that it satisfies the full 12 months but nothing beyond that.
  
  Regards,
  
  *** *******

  

  Business response

  04/05/2024

  April 5, 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 regarding her contract and cancelation.
  
  While Guardian is in complete disagreement with the complainant, Guardian will use this complaint and associated correspondence as a valid written request to cancel the monitoring of her security system.   The cancelation will take place today, April 5, 2024.
  
  Guardian will accept a final payment of $56.28 to settle this matter.  We encourage the complainant, moving forward, to review all correspondence with her various service  providers and to take necessary action when advised.
  
  Should you have any questions, please contact Guardian directly at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  04/10/2024

  [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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2023 I was contact by a representative I had worked with in past with Guardian Protection and Brinks Home Security who recommended I change back to Guardian to save money on my home alarm. He had visibility on my Brinks account as he was switching companies and wanted to take our business to Guardian. In June the service was installed and I called Brinks to cancel my plan on the day of installation, June 1 2023. I was told by Brinks that I was still in contract. I texted my sales rep and he said get a copy of the contract and I will pay it. After 6 months of fighting with Brinks for a copy of a contact that they cannot produce, I was released from paying anymore for their services however I was out $378.30. My representative will not repay me as promise. He did send me a Venmo for $99 which I used to get current at one point with Brinks while we figured out the contract issue. I am looking for repayment of $378.30 and to be let free from my Guardian Contract as I do not want to do business with a bad company that employs liars that have dishonest sales people. I do not have the reps name, phone number is ************* his name may be Gary, I know he lives in Vegas and I have worked with him since 2016 for home alarms. Text messages with the sales rep are attached

  

  Business response

  03/13/2024

  March 11, 2024
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:      ****** ****** * ********* ** ********
  
  Dear Better Business Bureau: 
  
  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.    
  
  The complainant has expressed dissatisfaction with her sales representative.  She states her sales representative promised to repay her the monies she paid to Brinks, but only paid her $99.00.  She is seeking repayment of $378.30 in monthly fees she paid to Brinks after the sale, and to be released from her monitoring agreement. 
  
  For background, the complainant’s security system was sold and installed by a representative working for
  Safe N Sound Home Management Solutions (“Safe N Sound”) whereby all aspects of the sale and installation, including the electronic paperwork, took place directly with Safe N Sound representative.  Safe N Sound is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers whose systems were sold and installed by Safe N Sound, until such time that Guardian purchases the account from Safe N Sound.  Guardian does not control any day-to-day business activities or any internal policies or procedures of Safe N Sound, including security evaluations, sales processes, installation practices or any other aspects of Safe N Sounds business and employees.
  
  Guardian is sorry to hear our customer has had a poor experience with the handling of the transfer of her monitoring services.  Unfortunately, Guardian does not have ownership of the complainant’s Monitoring Agreement (attached) at this time, but in an effort to facilitate a resolution, Guardian provided a copy of the complaint, and attachments, to Safe N Sound.  It is Guardian’s understanding that Safe N Sound has agreed to reimburse the customer for the $378.30 she paid to Brinks.
  
  Thank you for informing Guardian of this matter and providing an opportunity to respond.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  03/13/2024

  [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 as long as I receive the payment as promise from Safe N Sound
  
  Regards,
  ****** ******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service in DECEMBER OF 2023. I am still getting bills because they said I did not sign a document that they were sending over. I never was even told to look in my email for a document and I did not. My alarm system never communicated with the central panel and that is why I stopped the service. It never worked for years and did not work. The company was doing nothing for me. I don’t feel that I am responsible for $177 and some odd cents because of a document that I didn’t even know was coming to my email which I never saw.

  

  Business response

  03/05/2024

  March 5, 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 our customer’s issue.
  
  Our customer expressed dissatisfaction that Guardian continues to bill her account when she called to cancel services in December 2023.  She further states she was never told she would be receiving a document in her email and therefore never looked.  Our customer feels she is not responsible for the current balance of $177.96 due on the account.
  
  
  Guardian and many other companies record calls between our representatives and clients, primarily for quality purposes.  It allows Guardian to assess its representatives, ensure quality service and continuous improvement.  Using recorded calls to monitor employee-customer communications enables supervisors and managers to identify areas where growth and training are necessary.  An additional value of call recording is the ability to review communications for a client when a transaction or conversation is disputed, which may lead to a resolution in our customer’s favor.
  
  Guardian was able to review the December 18, 2023 conversation between the complainant and the representative she discussed cancelation of the account with.  The representative said he would cancel the account effective 12/18/2023 and advised a cancel letter would be emailed to her and she needed to sign off on it.  The customer told the representative she would need to document sent to an email address other than the one Guardian had on file.  She provided the new email address, and the representative emailed the document prior to the end of the call.  He reminded her again near the end of the call that she would need to sign it to complete the process and to watch for an email from Adobe Acrobat, confirming it would work similarly to DocuSign.
  
  That being said, the complainant has been a valued customer for many years and seemed to be juggling a number of items at the time.  Guardian has credited the account balance in full in appreciation of our customer’s patronage.  Should you have any questions, please contact Guardian at (800) 776-8328.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a house in February 2003. I needed security protection for my house, so I contacted Guardian. They came out to the house to put the alarm system in they told me how much it would be so I bought my own security camera for the back they provided to the doorbell and that’s it. They said for the equipment that I had in a panel in the house so they put the equipment that I had it will cost over $2000. I said OK until another alarm company came around that was cheaper and I just had surgery so I was on Workmen’s Comp. so I needed to watch my budget so since this other alarm system company was cheaper, I tried to get a hold of Guardian, could never get a hold of Guardian to tell them that I wanted to go with this other alarm system company they never would answer the phone and when they did answer the phone they told me that I had to stay with them but I asked him did I sign a contract they said they will get back with me next thing I know they send these papers in the mail saying this was my contract with my initials and signature but I’ve never signed any papers. I never signed a contract it’s not my signature I don’t know who wrote this. I’m left-handed on my handwriting is not all that great, and I know my signature that is not my signature, and I can prove it I can send you all types of papers with my signature, and the papers that they sent me was not my signature and I’ve never signed a contract with them. They can’t tell you that I did because I didn’t and I just don’t wanna owe these people. I know I didn’t sign the contract because everything was done over the phone.

  

  Business response

  02/13/2024

  February 13, 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 and to clarify this matter.
  
  Our customer contends she changed security monitoring providers for a lower rate, she could not reach Guardian by telephone.  Furthermore, our customer states she does not recognize the signature on the agreements mailed to her, and said she never signed any agreements.
  
  For background, our customer’s account came to Guardian by way of her purchase of the system and services through AAA Smart Home Security (“AAA”), an Authorized Dealer.  All aspects of her sales transaction took place directly with AAA.  Please note that AAA is a separate and distinct company from Guardian, for which Guardian at times performs the sending of electronic paperwork and installation, as well as 24-hour monitoring and related services.  Guardian does not control any day-to-day business activities, sales promotions, or internal policies or procedures of AAA, or any other aspects of AAA’s business. 
  
  Guardian emailed our customer an electronic Monitoring Agreement and an electronic Sales and Installation Agreement (attached) on March 8, 2023 to memorialize the terms of the transaction negotiated by our customer and AAA.  Our customer did not sign the agreements until March 10, 2023.  Because our customer chose to type in her name, rather than draw it, when executing the agreements electronically, the software program chose the font which would not appear the same as her normal handwritten signature.
  
  Our customer received the professional installation of a state-of-the-art touchscreen control panel, two (2) door sensors, one (1) window sensor, one (1) motion detector, one (1) outdoor camera and one (1) video doorbell for just $200.00 in exchange for the 60-month monitoring agreement she signed.  Guardian feels our customer had ample time to review the terms of both the Monitoring Agreement and Sale and Installation agreement prior to executing them.  In addition, she had three (3) business days  in which to cancel without penalty or obligation.
  
  Guardian’s records also show all communication attempts after June 12, 2023 were outbound calls from Guardian to our customer, whereby voice messages were left, to discuss billing and monitoring matters.  If our customer had difficulty reaching a representative during of our Customer Care department, which is open seven days a week, she would have been able to request a call back through the phone menu.

  Respectfully, Guardian is unable to cancel our customer’s account without further payment.  Should she wish to cancel, she is subject to the payment of the past due balance on the account, the collection fees and the Alternate Performance Charge per the terms of Early Termination / Cancelation as outlined in Section 18 of her Monitoring Agreement.
  
  Thank you for providing Guardian with the opportunity to clarify this matter for all parties.  Should you have any questions, please contact Guardian at 1-800-776-832.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  02/13/2024

  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.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to stop being billed for monitoring service. I don't even have a land line phone. Stop billing me. I can't access online, noone answers phone.

  

  Business response

  02/07/2024

  February 7, 2024
  
  BBB of Western Pennsylvania
  520 E Main Street, Suite 100
  Carnegie, PA   15106
  
              RE:     ***** ***** ********* ** ********
  
  **** *** *****
  
  Guardian Protection Services, Inc. (“Guardian”) is in receipt of our customer’s complaint.
  
  Our customer states he wants to cancel his services and billing and cannot reach Guardian by phone or online.
  
  Guardian has no record that our customer called, tried Guardian’s website chat option, or entered a request for a call through our website.  If a customer tried contacting Guardian by phone and there is an unusual hold time, the phone system gives customers an option to request a call back if hold times are longer than they can work into their schedule.  While we have no record of the customer attempting to contact us, Guardian has been leaving messages asking him to contact us for some time now about a possible system issue.
  
  Our customer needs to call Guardian at 1-800-776-8328 between 8:00 AM and 8:00 PM, Monday through Friday, or between 8:00 AM and 5:00 PM on Saturdays to request cancelation of his services.  We will be happy to oblige.  Please note our customer will need to provide his verbal password in order for his request to be processed.
  
  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

*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. ↩