ComplaintsforGuardian Alarm Company

• Initial Complaint

  09/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After repeated false alarms due to equipment problems, I called Guardian Alarm to cancel their service. During that call I was informed that an equipment upgrade would improve the reliability of their service (false alarms). $502.44 was paid out on September 6th 2024 to install this equipment "upgrade". The new equipment did nothing to stop the false alarms. To compound the problem Guardians policy is for the alarm to trigger a notification to their call and dispatch center, even if the system is NOT armed. After a false alarm triggered a visit to our home by the Clinton Township police department, I cancelled their service and instructed my bank to stop the automatic payment. I settled financially with Guardian on March 8th 2024 with a final payment for monthly services and a termination of the contract in the amount of $95.42.We have since moved home security services to ADT without one false alarm which occurred with guardian nearly once/week on average. Recently I received a letter from a collection agency hired by Guardian Alarm for the balance of my renewed 3-year contract which came with the last equipment upgrade. The amount claimed to be owed by the collection agency is $1,026.73.

  

  Business response

  09/26/2024

  Guardian Alarm has reviewed the account located at ************************* and agrees to remove the remaining balance of ******** for BOC. due to false alarm charges.   All parties have been notified and there is no balance.

  Customer response

  09/26/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** ******

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to start service and paid for the cost upfront and now i haven't had the service installed tnd they are requesting more money. I do not want there service and want my money back the i have paid. When i call i get the runaround and being told someone will call you back. No one ever calls me back. I am requesting my $349.12 to be refunded.

  

  Business response

  08/21/2024

  We apologize for the delay in completing ****************** installation. Our branch office was in contact regarding the part that was needed in order to complete the installation.  A refund has been issued in the amount of 349.08. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  What the business committed to provide me. The company has billed me for monitoring services that I did not receive; I have not paid the bill yet and I do not intend to pay it. Also, I no longer want monitoring services from Guardian Alarm. Someone was supposed to call me back and this has not happened.

  

  Business response

  07/17/2024

  We have no record of complainant's alarm going off, nor do we have any request or complainant stating the alarm went off at ***** ******.  A request to cancel services was made on 7/10/2024. The account at ***** ****** has been cancelled and the contract has been fulfilled. We will not pursue the ******

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Twice since I have been a Guardian Alarm customer I was told things that were not true, initially when I purchased the alarm almost eleven years ago I was told that all of my equipment was covered by a warranty as $7 of my monthly payment was to warranty my equipment this was not true and I found this out due to a previous issue with my alarm. Currently I called several days ago because I was having issues with my control panel and was told the first available appointment was on Monday April 15th, but I was told if my alarm quit working all together to call back and they would send someone out sooner than that. I called today because it is no longer working at all and was told that was not true as well!

  

  Business response

  04/16/2024

  I spoke with ********************** regarding his signed agreement that covers his security and what is covered. He did not purchase the maintenance the coverage that covers normal wear and tear.  He was under the impression that maintenance was automatically included. I also reviewed his alarm history and informed him that his system was still operational and apologized for the time it took to get service to him his home. We value his business as a longtime customer and has issued two months of ******************** credit. ********************** stated he was appreciative, 

  Customer response

  04/16/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It started in early May, 2023. Our security cameras that we purchased from Guardian failed, and since we pay a monthly maintenance fee, I called for service. A technician was sent out 2 weeks later, and he said we needed a new dvr device. He ordered it and said he would be back as soon as it came in. He never called back. I called mid June, in August, and again in October. On Oct. 20, 2023, the tech came again and stated we needed new cameras, and he should have them by Nov.4, and would schedule a time to install them. That never happened. On 10/24/2023 I received a service bill for $1264.92. I called again and spoke to a supervisor, who looked at my reports, apologized, and removed the charges. He also said we would be getting a refund for the 6 months we paid for services we did not get. I told him to terminate our service and to come get their equipment. On 12/7/2023 I got another bill for $453.97 with no explanation why. I called again on 12/13/2023 and was told to disregard that statement, that a refund of $886.85 was being processed, and the check would be here by Christmas. Called again on 1/4/2024, and got it is being processed. As of today, I still have not received any correspondence. I informed them if I did not hear from them by today, I was filing a complaint.Some of the dates are vague because I had not anticipated problems with Guardian, since we have 2 properties using their services, and we had been customers for 15 years more or less, I thought they were reputable.

  

  Business response

  01/22/2024

  Ms.  ******,  i have researched the poor service you received, and I want to apologize for the delay in servicing your system in a timely matter. We take the feedback of our customers very serious, and we use the feedback to hold ourselves accountable, improve our processes as well as our customer experience. Our records indicate that a check for ****** was mailed on January 4. The service charges that you received for the service calls were removed and should never have been charged. We have implemented an audit process to ensure that our customers are not charged for services or parts they have not received.

  Customer response

  01/24/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a customer of executive ********************** for years before guardian alarm took over. We decided to upgrade our system this year. We received a new system complete with door locks and a doorbell in August. In October, our doorbell stopped working. We reviewed user manual and were not able to reset the doorbell on our own. We called guardian alarm and they sent out a technician. The tech said that we did not have access to reset the doorbell and he had to do it. We were then charged a $98 + tax service call charge. Im not feeling great about having to pay for a service call when the equipment was 2 months old. I do not want to pay this as it sets a precedent that they can install faulty equipment and charge customers for service calls. I called guardian alarm to dispute this bill. The representative I talked to did not have the authority to waive the charge and a supervisor was supposed to call me. But they have not.

  

  Business response

  12/14/2023

  The amount of the service call has been refunded to the customer.  We apologize for the delay as customer called on 12/1/23 and the credit was issued on 12/5/23, the same day that a supervisor reached out to speak with the customer. 

  Customer response

  12/14/2023

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entered by BBB staff LO Consumer states he was given a notice from ******* that Guardian would be taking over. When they received their first bill from Guardian he states they were reluctant to provide a welcome package. He had to contact them to issue some type of paperwork to provide to the insurance company. The consumer also did not know where to call to contact the business about the alarm system. The consumer states there was also a communication error that caused the alarm to go off and he could not get it to shut ff. He contacted them and they advised him they would send someone out but it would be $80.00 for a service call as well as an hourly charge and a charge for parts. The consumer was not happy with the service and decided he wanted to cancel the service. It took about a week for someone to come out and disconnect the service. The consumer called them again the following week and asked how much they were going to get back and they advised he would only be getting reimbursed for 2 months per house (4 months total) because he did not give them a 1 month notice of cancellation. He was told he would get 2 separate checks, 1 for each house. He was then told he was not going to get the tax back on the reimbursement checks. He was advised that their computers were not set up for that.

  

  Business response

  10/31/2023

  We apologize for any inconvenience experienced by the customer and have issued a refund check in the amount of $163.94 on Monday, Oct 30. 

• Initial Complaint

  02/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have attempted to contact this company multiple times as i met with a sales rep and was promised I was on a three month trial period before i would be charged and i would be 100 percent satisfied with the services and equipment, During this period immediately had faulty equipment causing alarms to go off multiple times a day traumatizing my animals and there were not able to silenced them, The equipment was faulty and was setting off a sub Pump alarm. There was zero follow up on initial equipment delivery or signage that was part of the deal, When i purchased my home 1year ago there was an alarm installed by Guardian alarm. All I wanted to do was have continued service on my one year old existing system. They pitched me and said the one year old ring doorbell/ ***** needed moved. They started moving fire detectors and all kinds of BS. My home is a new build all i wanted from day 1 is my ring door **** to work! THAT IS all! now i have dogs freaking out due to doors beeping nonstop, alarms sounding and want no part of this. This companies service is terrible. I have never once set any alarm, had no protection had nothing actively working. I am not in contract with you. I had a 3 month trial. I want this relationship ended and you to remove me off your billing list, email list and contact list .

  

  Business response

  03/03/2023

  Good Morning! Per our ****** Branch Manager, the customer's issues have been resolved and he is satisfied at this time. As of now, he is continuing his services with Guardian Alarm Company.

  Thank you! Have a great weekend!

  Customer response

  03/03/2023

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contacted Guardian Alarm specifically for a month-to-month alarm system - which should be available in Guardian's call notes. They sent me a contract to sign, which they said I could cancel at any time. Unfortunately, they have refused to cancel my now 3-year contract for services I will not use. I believe they knowingly deceived me to get me to sign a contract they had no intention of allowing me out of. I have drafted a letter to send to their legal department with a copy to my attorney, but would like to avoid legal action if possible. I simply need to be released from the contract and they need to ensure they are truthful in their marketing and sales.

  

  Business response

  02/02/2023

  Customer called to cancel in October *******, giving notice that would cover November billing. Customer signed agreement but there was not a mention of month to month. Salesperson who sold it is no longer with Guardian. Unable to verify with him it was month to month. Cancelled both sites without balance owing per request of customer. ********************** 

  Customer response

  02/02/2023

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she had ******* and they went out of business and Guardian took over. The consumer states she never received anything saying Guardian was taking over. She received a final bill from ******* and then an initial bill from Guardian. She received a call 8/1/22 saying her system was not working so they sent someone out to look at it. The tech told the consumer the phone plug was not all the way in causing the failure. The consumer then received a bill in the mail for a service charge of $152.28 which she was not made aware of. The consumer called Guardian on 10/15/22 and was told to call back 10/17/22. The consumer called this morning and they took down her information and told her she would just have to pay the bill.

*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. ↩