Customer ReviewsforGuardian Protection

It was an awesome gesture to have received dinner from guardians after they realized that our dinner got burned during cooking.

Hi *******,Happy to help out! We are all in when it comes to being a partner in peace of mind. We will continue to be there for you 24/7! Life is better when it's safe. ********************Customer Satisfaction Advocate

Absolutely terrible company. They will do whatever they can to lock in customers to multi-year contracts. At the end of my initial 5 year contract (you read that right, 5 years) I called to cancel. Of course all sales people are clearly told by management to never allow customers to cancel (it literally feels like a phone call from the movie Boiler Room). When they asked why I wanted to cancel I advised it was because I never used their services with the exception of remote garage door services (you can open/close your garage with your phone app- a lot of people use a similar service for Amazon package delivery these days). They asked if I would consider staying on for one more year at a discounted rate. Since I hadnt yet found a hardware/software product yet to replace that one feature I agreed. I got busy and life got in the way so I didnt address it again for about 2.5 years but just called to cancel and found out that whoever I had spoken last time had actually signed me up for a 3 year renewal instead of just 1 year. So hear I am again, stuck with their services for another 6 months. A service I dont want and dont use. Im going to just pay to break my contract bc they will never admit to misleading me and cancelling my credit card tied to auto-pay will only lead to them sending credit collections after me. Learn from my mistakes and NEVER EVER sign up for Guardian services. There are plenty of options out there with high recommendations- you wont find Guardian in that list anywhere.

Dear ***,I am sorry for your frustration. Recordings of calls and interactions regarding your system have been reviewed. These indicate not only that you agreed to a three-year agreement term, but that you were actively using the system well beyond one year. While you waited for two and a half years to address the issue, this does not negate the fact that you signed an agreement and enjoyed the benefits of Guardians service to you. After completing your initial agreement and remitting final payment in November 2021, on 12/9/21 you called to request re-activation of your Guardian service. Our representative provided pricing to you for our minimum-term three-year agreement. You declined and said that you were going to shop around.On 12/21/21, you called again to say that this time you would like to move forward with reactivating your Guardian service. You asked for an additional discount on your monitoring since you were going to be agreeing to a three-year contract. Our rep honored your request and sent you the agreement and a three-day notice of cancellation allowing the opportunity for you to change your mind within three business days of the date of signing the agreement, without penalty or obligation. Approximately two years later, on 3/8/23 and again on 3/16/23, you called with a question regarding a low battery in one of your system devices and also with a request to change some emergency contact information. This would seem to indicate knowledge on your part that you were still utilizing the system for protection and peace of mind. Throughout the term of your agreement Guardian has provided 24-hour a day monitoring of your system by the trained specialists at our UL-certified monitoring centers. All of your services were formalized through the above mentioned contract signed by you and Guardian. The contract serves to protect both you and Guardian by defining services to be provided, rates, terms and obligations. The contract also identifies all conditions such as an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. Sincerely,********************Customer Satisfaction Advocate

Alarm system professionally installed promptly when promised. The tech really knew his business. Highly recommended.

Hi ******,Thank you for taking the time to let us know that our professional technician provided you with expert service. Unlike the do-it-yourself systems that are on the market today, our goal is to provide hands-on education to our customers so that they can get the most from their smart home security system and also trust in its reliability. Life is better when it's safe! I will be sure and share your comments with our technician's supervisor. They will be greatly appreciated. Sincerely,********************Customer Satisfaction Advocate

Cost is too high and customer service is not good. I asked the first gentleman I. the loyalty department for a supervisor and he said he'd have one call me. I hung up.and called right back and spoke with another gentlemen In loyalty (****) and this man told me it would be about $900 to cancel and pay off the contract and the low battery could be fixed by me. He then told me he could tell me how to do it or someone could come out for $75 plus $30 foe every 15 minutes. I expressed my displeasure and let him.knkw in didn't want to or know how to change the battery. This man told me his nine year old good do it. RUDE! The did finally get **** the supervisor and he attempted to repair things. However, the damage was done. RUN! Gaurdian is not worth it.

Hi ******,Thank you for reaching out. I am sorry for your experience. Customer satisfaction is important to us and we are honored that you have been a Guardian customer since 2018 and in 2023 chose to extend your service by entering into a new agreement. This new agreement provided you with a $200 credit and a reduction in your monitoring rate. This agreement serves to protect both you and Guardian, by defining services to be provided, rates, terms and obligations. It also identifies all conditions such as an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. We have reviewed the call and provided performance coaching to our customer service specialist regarding your phone interaction. Our specialist had good intentions when he mentioned that he had assisted by phone a ninety year old customer in changing the device battery on their own. He wanted to try and give an example of the ease of this task versus paying for a service tech to come out and do it. We are sorry that his example was not helpful and appreciate your understanding. Our goal is always to provide economic benefits to our customers as much as possible, as well as a satisfactory experience. I understand that our loyalty liaison attempted to follow up with you and left a voicemail on June 27 letting you know that we are not currently receiving low battery signals from your system and that these could be old messages that need to be cleared. She left instructions for you to enter your security code plus the Off button twice in a row to see if the low battery signals clear. She also left her callback number should you need additional assistance. Sincerely,********************Customer Satisfaction Advocate

Excellent and courteous service from the technician. He took care of all concerns and got the system up and working in short order.

Hi *****,Very pleased to hear that you found our professional technician to be excellent in providing your recent installation. Our techs have a passion for what they do and so happy this was obvious in your service experience. Will be sure and pass along your comment to his supervisor. Much appreciated, Here's to enjoying peace of mind with your Guardian smart home security system! ********************Customer Satisfaction Advocate

I was switched from Vintage to Guardian because apparently they bought out the business. I was set up on autopay with Vintage, and I got several mailings that there was nothing I needed to do on my end. I now see that Guardian has not taken any payments from me, and they've charged me a late fee. They've also increased the payment I owe. I tried calling them today at 10:30 am. After pressing through about 10 buttons to try to speak with a live person, the automated phone system informs me I am calling outside of normal business hours and hangs up on me. I tried using their chatbot, but it does not recognize my number. This is the worst experience I've had with any service I've had, and the first time where the service was so terrible I ever wrote a review.

Dear ******,I understand that you have spoken to our loyalty liaison and that your issues have been resolved to you satisfaction. Thank you for being a customer of **********************. We look forward to continuing to serve you.********************Customer Satisfaction Advocate

Excellent, professional installation process. Agent doing work deserves five star rating.

Hi *****,Thank you for taking the time to connect with us. I see that you have been a loyal Guardian customer since ************************************************************************** us -- we take your safety seriously. I think you are going to love the new conveniences and features of your newly upgraded Guardian smart home security system! So happy to hear that our professional technician has earned a five-star rating in your opinion. Our techs strive to provide an expert installation that doesn't end until the customer is provided with education and a full walk-through on how to get the most from the system. I'll be sure and share your comments with our tech's supervisor. They are greatly appreciated. Thanks again, *****, for choosing Guardian Protection. Life is better when it's safe!********************Customer Satisfaction Advocate

Been using Guardian for over 4 years. Never had any issues. Every time the alarm or fire alarm went off they checked in to make sure everything was ok. Great customer service. Would recommend.

Hi ****,Thank you for placing your trust in us -- we are honored to be your security provider! We will continue to work hard to provide you with outstanding protection and trust that Guardian's monitoring center never sleeps so that that you can have true peace of mind. I will be sure and pass along your comments to our supervisors. Our team will be appreciative reading them. Have a great day and thanks for choosing Guardian Protection. Life is better when it's safe.********************Customer Satisfaction Advocate

They bought out a vintage Security where I was a 6 year long-time Customer. They raised their prices and when I cancelled service, they removed access to cameras/equipment that I paid over $2,500 for plus the monthly service over the years. Customers lose access to use of the expensive equipment they claim you own but can no longer use so you really dont own anything. This could turn into a lawsuit.The doorbell camera I have is still connected and still recording but guardian is the only viewer to it. Tell me I own my equipment and privacy.I do no recommend them at all. Get an independent camera system.The monthly service fees are for monitoring, now they hijack your equipment if you cancel services. Buyer beware!

Dear *****,I am sorry for the frustration. Like Vintage Security, Guardian Protection is dedicated to your satisfaction. The price of your monthly subscription was not increased when Vintage became part of Guardian Protection. Your monthly subscription fee remained the same, however, Guardian found it necessary to collect sales tax on the monthly subscription fee.I have located your account and see that you spoke with our customer care specialist on May 17 to cancel your subscription stating that you were not using the system. Given that you had fulfilled your agreement term, our specialist honored your request and cancelled the services to which you subscribed. You contacted us again on May 31 to express dissatisfaction that you could no longer use the video doorbell that had been installed with your system. Per your original agreement with Vintage Security (now Guardian Protection), the Equipment is yours to do with as you wish, however when you canceled your subscription, the monitoring services and remote access and control services ended. You are able to continue using the security system within your home and the siren will sound if an alarm is triggered but a signal will not be received by the monitoring center allowing them to respond. The services that power the remote access and control of any devices require a subscription through an authorized Alarm.com dealer such as Vintage or Guardian. If you would like to restore the functionality of security services related to your system, a new agreement will be required. We would be glad to assist you with that. Please contact our customer care team at ************* ***************).Sincerely,********************Customer Satisfaction Advocate

From helping us determine what we needed for our home to the seamless installation, we had an excellent experience! The Guardian technicians were professional, courteous, knowledgeable, and friendly. Thank you, Guardian!

Hi *****,Thank you for taking the time to connect with us! Happy to hear that our professional sales and installation teams provided an outstanding experience in securing your home and family. Life is better when its safe! I will be sure and share your comments with our supervisors. They are greatly appreciated.Sincerely,********************Customer Satisfaction Advocate