ComplaintsforGuardian Protection

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  See PARTIAL letter (due to limitation of this format) that I sent to the CEO who did NOT respond to me.Dear *** *********:I have been a customer of ******************** for over 20 years and have recommended you to others many times.I am writing this letter to document my ongoing problems with my new Guardian Protection security system. I purchased my new system in April of this year with installation on 4.11.24. We spent $874.00 to upgrade our system to a wireless system along with an increase in our monthly monitoring ****** July, the second keypad in the master bedroom continued to malfunction. I called and the gentleman that I spoke to was very understanding. I asked since the system was new, would Guardian come out and service the system without a charge. The gentlemen told me that Guardian would probably do so, but he needed to check with his supervisor. After being on hold for a while, he came back on the line and told me that I would have to pay for the new keypad and a service call. I felt that was inappropriate given that my system was brand new. I refused the service appointment and hung up.On July 26, I called Guardian back to cancel my agreement and was connected to ***** in Loyalty who agreed that my circumstances deserved better service. On July 30, a different technician showed up (who was very professional) and worked on my new system and I was not charged. This past weekend (September *****, 2024) ...we were awakened with text messages that continued all day Saturday through Sunday. We received multiple text messages that included: Kitchen glass break is offline, family room glass break is offline, bottom translator is offline, laundry room glass break is offline, master bedroom glass break is offline. Each of these messages were received multiple times all hours of the day and night. Meanwhile, the second keypad in the master bedroom STILL does not work.

  

  Business response

  11/14/2024

  November 14, 2024
  
  
  BBB of ********************
  ************************
  ********, *******; 15106
  
  RE:        ******* ******* Complaint ID ********
  
  Dear Better Business Bureau: 
  
  Thank you for forwarding the above referenced complaint to Guardian Protection Services****** (Guardian).  Guardian values the opportunity to review our customers account and resolve his issues.
  
  Our customer expressed dissatisfaction with being quoted a service fee to resolve an issue with his security system that occurred shortly after it was upgraded.  Additionally, he was frustrated with a lack of response to his correspondence sent to ***** ********** Guardians president.  Our customer further noted he is continuing to have issues with his system.
  
  Guardian would first like to apologize to our long-time loyal customer for the issues he has been experiencing as well as the lack of a response to his correspondence.  Guardian either did not receive our customers correspondence, or it was misdirected when being forwarded.  Mr. ********** or an assistant  in his absence, would have responded promptly had the correspondence made it to his desk.  It is unfortunate as our customers issues could have been addressed, and hopefully resolved, more quickly.
  
  For background, our customers installation had a ****** warranty after which a trip fee would be billed for covered repairs through the end of his agreement term (parts and labor charges would not have applied.)  Our customer reported the secondary touchscreen issue six days after the 90-day warranty expired.  Guardian is sorry the supervisor on duty at the time did not make an exception to provide the necessary service call under warranty and are thankful the Loyalty representative did schedule a service call for July 30, 2024 at no charge.
  
  As our customer noted, he has had issues after the July ******* service call, and the number of issues had increased.  Guardian Loyalty Liaison reached out to our customer and offered another service call at no charge as well as credits to his account to prepay several months of monitoring to make up for our customers experience and inconveniences.
  
  Our customer accepted the service call and credits.  The credits have been applied to the account.  On November 11, 2024, a Guardian technician switched the locations of the touchscreen control panel and the secondary touchscreen in an effort to improve the wireless connections for the touchscreens and devices.  As of this writing, there have been no new trouble conditions with our customers systems and ******************** is hopeful the problems are fully corrected.  Our customer has ********************* Loyalty Liaisons contact information should the troubles recur. In addition, the liaison applied credits to our customers account to prepay several months of monitoring.
  
  Thank you for providing Guardian with an opportunity to further review and resolve our customers issues matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  11/14/2024

  
  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

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  "Professional 24/7 Monitoring Protection" is what I paid for monthly for years and what you write on your invoice. Since August I am no longer of the opinion, that your team is working ***************** wife came to ******, ** from *******, where we stayed since May on August, 17. A friend was with her for a two week vacation. What they found out when they entered the house was a beeping from the alarm system. There was no way to stop that tone also not during the night. On August 20, a ********** came and tried to find out what caused the sound. He was of the opinion it was the battery of the panel. He changed it. The sound was gone for some time but came back after a short time the same day. He came back some days later. He installed a new panel, but had no intention to connect the installed Z-Wave operators. Days later at the end of the stay of my wife, a second ********** came and installed the original operators, not those I had added.Being in ****** I got several false alarms, once even the police was called. I could see on my cameras and on the door bell, that this usually happened, when our house sitter or my son, were in the house, had disarmed the alarm and later armed it, and left the house in ******** we are back. I had several phone calls and sent emails to Guardian. Long talks, no results. We went to walk our dogs and I set the alarm AWAY. After a while I got the call that there is an alarm, like every time before. The *** wanted that I agree to call the police. He did not want to accept that this was a false alarm like several times before. He told me there could be someone coming in from the backyard over the fence. Crazy stuff.We are now at end of October. Since August you are not able to set our system in working condition.

  

  Business response

  10/30/2024

  
  October 30, 2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: ****** ********* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customers complaint. ********************************************* values the opportunity to review and resolve our customers service issues.
  
  Our customer expressed frustration with repeated service calls in August, one of which resulted in a new touchscreen control panel that did not have all of the devices connected to it,followed by numerous false alarms from late August through the October 25, 2024.
  
  Guardian researched the current state of each of the customers devices upon receipt of the complaint.  It was noted that an existing motion sensor had a poor signal to the new touchscreen control and may not have been communicating properly at all times. Guardian determined the best course of action was to replace the motion sensor with a new motion sensor that had would have more powerful wireless communications with the new touchscreen control
  
  A Guardian representative reached out to our customer to both apologize for this experience and offer a service call at no cost to our customer, to replace the older motion sensor.  A Guardian technician replaced the motion sensor on October 26, 2024 and as of this writing there have been no accidental alarms from the new motion sensor.
  
  Our customer has the direct contact information of a representative he can work with directly,should he experience any more issues with the system.  Thank you again for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  10/31/2024

  [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

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 14 August 2024, I submitted an annual payment of $641.59 (56.28 x 12 less 5%). On the 15th of August 2024, I cancelled my service. I was upset over a **** I had received ($199.18) for technical support. I believed the fee to be excessive for the service provided (replace a plug-in device). At that time, I owed a balance of $199.18 plus three-monthly payments of $56.28, according to Guardian Protection. $641.59 - $199.18 (Service Charge) = $442.41 - $168.84 ($56.28 X 3) = $273.57. I want $273.57 refunded to me. I have called Guardian Protection on four occasions. Today being the fourth. I was initially told I would get my refund on 15 September, then it was moved to 15 October. Today I was told I would get a refund for $300+ in two or three weeks. I do not believe Guardian Protection is acting in good faith. I just want the refund.

  Customer response

  10/18/2024

  A Guardian Protection Resolution Specialist (scary that they actually have them) named Debbie (866) 608-7567 called and left a voice message on Wednesday, 16th of October. She apologized for the delay and said I would be getting a refund of $335.47 by next Wednesday. Since I was only asking for a refund of $273.57, I completely accept their offer. Not really sure how they arrived at their refund amount but no complaint here.

   

  Michael Lee Poundstone

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Early September 2024, we received an automated text message from Guardian Protection informing us of a past due balance of approximately $194. This was not a surprise to us as we have been experiencing issues with our automated payment service. Through Guardian Protection's ************ we entered our Guardian Account number. The *********** indicated we owed the approximate $194 dollars, and we went through with the payment. On October 13th 2024, we received an automated text from Guardian indicating we owed approximately $259. Researching the bill showed that $194 of the $257 was tied to the September balance. We checked our banking statement and saw the $194 withdrawal on September 13th by "Guardian Alarm'. We contacted Guardian Protection on Sunday October 13 revealing the issue. They confirmed Guardian Alarm was another companyand suggested Guardian Protection was not liable for the misdirected payment. I then contacted Guardian Alarm. Guardian Alarm took immeidate action and asked that we file a dispute with the bank so that we can get our money back quicker. Guardian Alarm also confirmed they were using a 3rd party *********** that other alarm companies also use. On Monday October 14th, I contacted Guardian Protection again and Guardian Protection confirmed they were using a 3rd party ************ that they were sorry, and they were going to contact the company providing the *** services. Due to the violation of data privacy, I would like to discontinue my Guardian Protection services, but was told I would be charged for this. Due to the nature of this data-related incident, I would prefer my to end my contract at no additional cost. However, given the nature of this offense, there are other options.

  

  Business response

  10/28/2024

  October 27, 2024
  
  
  
  BBB of ********************
  ****************************
  ********,*******;  15106
  
  RE:        ******* ******** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for advising Guardian Protection Services****** (Guardian Protection) of our customers issue.  ********************** values the opportunity to research and address this matter.
  
  Our customer stated they received an automated text from Guardian Protection in early September informing them of a balance due of approximately $194.00 and they made the payment through Guardian Protections *** service.  He notes they received another automated text message on October 13, 2024 advising them they now owed approximately $259.00 and found this balance due included the $194.00 they had paid in September.  They checked their bank statement and found the payment of approximately $194.00 had been withdrawn from their account by ******************** Alarm.  At this point they contacted Guardian Protection and were informed that Guardian Alarm is a different company.   Our customer notes they then contacted ******************** Alarm, who confirmed they use a 3rd party ***, and they would contact their *** service about this matter.  Our customer suggests ********************** violated data privacy and requested to discontinue their service, but was told there would be a fee to do so.  The customer asked to be released from their agreement without penalty.
  
  Guardian Protection has conducted investigations internally as well as with the vendor that handles all Guardian Protection customer transactions.  ********************** has also collaborated with our customer to assure all possibilities were examined and has kept our customer informed.
  
  According to our customers phone log, the text message advising of a balance due in the amount of $94.85 was received on September 9, 2024.  The customers banking statement shows an entry on September 13, 2024 for the transaction Guardian Alarm 09/12 Purchase ************ MI in the amount of $194.85.  
  
  Guardian Protections third-party payment processer found their automated payment line did not receive any calls from either the complainant or his wife.  Additionally, they informed Guardian Protection that they did not do business with or for Guardian Alarm.
  
  Guardian Protections ********************************* researched all calls to Guardian Protection on September 12, 2024 from the complaints phone and found no calls to our call center or ***.  When we informed the complaint, he advised the call was made by his wife.  Guardian Protection then researched all calls from the complainants wife.  Guardian Protection did find a call to its *** for ************* from the complainants wife on September 12, 2024.  The call was for 115 seconds, not long enough to make a payment by phone, and the call was not transferred to our payment processors *** or to a representative.
  
  Guardian Protections findings indicate there were no errors, negligence, or lapse of data privacy  by Guardian Protection.  Guardian Protection can only speculate as to how Guardian Alarm received a payment of $194.85 from our customer.  We hope our customer is able to learn how this happened and takes steps to prevent a similar occurrence in the future.
  
  Thank you for informing Guardian Protection of this matter and providing an opportunity to have the issue reviewed.    Should you have any questions, please contact Guardian Protection directly at **************.
  
  Sincerely,
  Agency Complaint Response Team
  

  Customer response

  10/28/2024

  [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

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAVE PAID FULLY FOR A MONITORING SYSTEM WHICH INCLUDE A DOOR**** FROM VINTAGEA CUOPLE MONTH AFTER THE **** WAS INSTALED IT STOP WORKING. I CALLED TO HAVE THE ISSUE RESOLVED. A TECH CAME OUT WHEN STARTED SERVICE HE FOUND OUT HE HAD BROUGHT THE WRONG ITEM. I WAS TOLD HE WILL CALLED SOMEONE TO ASSIST ME BUT HE WILL HAVE TO DO A NEW TICKET. IN DID NOT GET THAT DONE. THE COMPANY WAS BOUGHT OUT BY GUARDIAN. L KEEP CALLING GOING BACK AND FORT WITH THEM. I FINALLY GOT AN APPOINTMENT DATE FOR THE 9TH OF OCTOBER 2024 WHEN THETEC CAME HE LOOKED AT THE DOOR**** WHILE ON THE PHONE AND RUDELY TOLD ME HE CAN'T FIX THIS **** I CALLED BACK 2 DAY AFTER ONBLY TO BE TOLD THE ONLY WAY THEY CAN CHANGED MY **** IS IF I LOCK INTO A 4 YEAR CONTRACT WHICH I REFUSED. I REALLY NEED THIS TO BE RESOLVED AS I HAVE MY 86 YEARS OLD DAD THAT NURSES HAVE TO ATTEND TO WHEN NO ONE IS HOME.

  

  Business response

  10/22/2024

  October 22, 2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: ******* ***** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customers complaint. ********************************************* values the opportunity to research our customers account and provide a response and clarification as to the history of getting her video doorbell repaired. 
  
  Our customer states she was in the process of having her video doorbell replaced by Vintage because it had stopped working a couple of months after it was installed.  She said a Vintage technician could not complete the repair because he had the wrong video doorbell, and a new ticket would need created and someone would call her. She states that did not happen before Vintage was purchased by Guardian.  She further stated Guardian scheduled a service call and the technician who came advised he could not repair the video doorbell.  She states she called Guardian and the only way she can replace her video doorbell is if she locks into a 4-year contract.
  
  Guardian tried reaching out to our customer to discuss this matter, but the call was not returned.  Guardian has full access to all business systems utilized by Vintage.  Guardian was able to review the documents related to this customers sale, installation, subscribed ********************, and service history and is happy to provide a summary of our customers service history with regard to her video doorbell and cameras.
  
  Guardian would first like to note that our customer had a ****** warranty on all security and video devices installed on April 11, 2019. She has a repair plan for security devices, but no repair plan for her video devices, including the Skybell video doorbell (Skybell).  The 90-day warranty expired on July 10, 2019.   The following service history related to the customers outdoor cameras and Skybell shows that Vintage was more than generous with servicing the equipment though there was no warranty or repair plan. 
  
  On December ****** Vintage ran a service call because the customers rear outdoor camera was not consistently staying connected to the customers wi-fi network.  Vintage replaced the customers control panel,which has a maintenance plan, and relearned all video devices into the system and the customers wi-fi network.  Vintage discounted the Trip Fee by 50%.
  
  On February ******, a Vintage technician replaced two *** ******* for the customers outdoor cameras and installed a Wi-Fi extender at no charge due to multiple connectivity issues with the customers video devices.  This was an exception as the video equipment was out of warranty and had no video repair plan.
  
  On May 27, 2021,a Vintage technician was onsite and rebooted the customers Skybell and reconnected it to her smart gateway. There was no charge for this service call even though the video devices were out of warranty and the customer had no repair plan video repair plan.
   In September 2021, our customer requested service for a low battery on a smoke detector.  A Vintage technician was onsite September 3rd and replaced the batteries.  Our customer asked him to troubleshoot the back door camera while he was on site.  The technician determined the customers Wi-Fi signal was weak, and she would need two routers to provide a stronger signal for the video devices on both the front and rear of her townhome.  A technician returned on September 7th and installed two new internet gateways at no charge even though the issue was the customers Wi-Fi network, the video devices were out of warranty, and she had no video repair plan. 
  
  On March 9, 2023,our customer advised Vintage of several issues with her security devices.  On March 13, 2023, a Vintage technician replaced batteries in two sensors, replaced a smoke detector and also check the customers Skybell at her request.  The customers Skybell had failed.  A Vintage supervisor authorized the technician to replace the Skybell with an ********* video doorbell at no charge.  The new ********* video doorbell had a 90-day warranty which expired June 11, 2023. 
  
  Our customers next report of a video issue was on January 30, 2024.  She reported her ********* video doorbell had no power and was completely dead.  The device was out of warranty.  Vintage quoted their billable service rates of $124 for the trip, $32.00 per each 15 minutes of labor, plus the cost of any parts used.  The service call was scheduled for February ******.   The Vintage technician on site on February ****** found he did not have a silver ********* video doorbell.  The technician noted the customer was unhappy she had to pay for a new video doorbell since it had just been replaced.  Vintage scheduled a return trip on February 20, 2024.
  
  On February *******, a Vintage technician arrived on site. He knocked on the door and there was no answer.  The technician then called the customer and confirmed Vintage would only charge for the new video doorbell, waiving the trip fee and labor.  Our customer claimed she was not aware of any charges and would call the Vintage office.  The new video doorbell was not installed because the customer did not want to pay for it.
  
  Vintage had been more than generous with this customer.  They were no longer in a position to provide free service for unwarranted equipment and quoted her the cost to replace her ********* Video Doorbell.  Our customer did have a new ticket and return trip for the installation of the correctly colored ********* video doorbell but elected not to have the video doorbell replaced as it would not be free.
  
  Our customer has been in contact with ********************* ************* and ************** teams numerous times since Guardian took over her account on April 1, 2024.  The customer made no mention of issues with her video doorbell until September 24, 2024.  A Guardian representative quoted the billable rates for servicing her video doorbell and scheduled an appointment on October 9, 2024.  The technician found the customer had removed the ********* video doorbell, and for reasons unknown, had plugged it into a charger even though her video doorbell was powered by an electrical wire.  The technician determined the doorbell needed replaced, but the customer did not want to pay for a replacement.
  
  Our customer has been trying to obtain a free replacement video doorbell from Vintage and Guardian since January 2024.    Both Vintage and Guardian have quoted the billable rates our customer can pay to get a new video doorbell.  As an alternative to paying the billable rates, a Guardian representative offered our customer the option to extend her monitoring agreement/commitment in exchange for a discount on the service cost to replace her video doorbell.  Our customer can pay the billable rates for a new video doorbell, extend her agreement term in exchange for a discount on the service call, or choose not to replace it.
  
  Thank you for providing Guardian with the additional opportunity clarify this matter.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

  Customer response

  10/25/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  So I first started out with vintage they installed me a door bell, before the 90 day was up the door bell went out I called the make me a ticket vintage worker I can remember came his name is ******* when he came he realized he had brought the wrong door **** , so that day he just leave the non working one on the door. The vintage worker ** ******* called and let them aware and told me he would create a ticket so some one can come out and do the job as he will not be able to come  back on his own . So upon calling several times they claim its was changed and out of the service time but I never get the bell changed grom the initial time before the 90 day was up. So on the 21 of October I had a service for my smoke detector guardian called that they had a service person in the area if I would like to do the service I told them yes, to my surprise when I heard the knocking on the door and went down stairs it was the same vintage worker ** ******* who had come to changed the door bell original when it was under contract he. He was shocked to see the same door **** he left on the door, he picked up his phone called the office and told the person on the other line about the situation they have me an appointment for the 3rd of Nov to installed a door ****, but did not discussed with me if I will be charged for it . When guardian protection took over vintage they called me that I missed a payment in Dec of 2023 I know I did not missed a payment as I have auto payment every since and if and when you should missed a payment they suspend your service and mine was not suspended from December of 2023 until now , I asked to speak to a supervisor, and question why they cant see that my door **** was not changed but they can see that I owed money from 2023 Dec I was told they are unable to see that information. But some of the information that was implemented by the company guardian protection is not accurate. This company service is so demeaning I would not be asking for anything that I an not entitle to . I never have a working door bell for years but I am hardly home because of my job. Now I am stable with my job and have my 85 years old father home taking care of so I see the need to have this taken care of . 
  

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

  

  Business response

  10/30/2024

  October 30, 2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: ******* ****** Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for informing us of our customers additional comments. ********************************************* values the opportunity to respond.
  
  Our customer has noted continued monthly ******************** billing concerns as well as a concern she is going to be billed for the replacement of her existing video doorbell.  Guardian will address the video doorbell replacement concerns first.
  
  A representative reached out to our customer to discuss her *************** history for the video doorbell.  The call was not productive.  Our customer insists that she was to receive a free video doorbell after a technician came to her home with the wrong color video doorbell.  She needed a silver one, and the technician did not have one in his inventory.  She insisted the technician who came to her home without a silver video doorbell was *******.  This is not the case.
  
  It appears our customer is experiencing some confusion regarding the service calls and timeline.  She noted she traveled a lot,and this may be a factor.  Guardian will try and summarize the service calls again. In addition, Guardian was able to extract copies of  the key *************** Tickets, with related notes, for the video doorbell service appointments and has attached the to this response.
  
  As noted in our Guardians previous response, our customer received a replacement video doorbell (ADC-VDB770 during a March 13, 2023 service call, even though her existing video doorbell (Skybell) had been installed in 2019 and was out of warranty and was not covered by a service plan.  The technician who installed the replacement ADC-VDB770 video doorbell was *******,the technician our customer refers to in her complaint.  Guardian would like to note ******* had not conduct any service calls at our customers home between March 13, 2023 and October 21,2024.
  
  Our customer called  Vintage to report her first issue with the now 10-month-old ADC-VDB770 on January 30, 2024.  A service appointment was scheduled for February 8, 2024.  The ADC-VDB770 video doorbells 90-day warranty had expired and there was no maintenance plan for it.  Our customer was quoted a $124.00 trip charge labor at $32.00 for every 15-minutes, plus parts.   A service appointment was set for February 8, *****.  The technician who met with the customer and had the wrong color video doorbell was ****, not *******.  Marks notes indicate while on site he discussed the charges with the customer, and she voiced that she was unhappy she had to pay for it since it was just replaced.  **** confirmed it was not just replaced and it had been installed in March 2023.  The trip fee was waived for the February 8, 2024 service appointment since the technician did not perform any work. 
  
  Vintage set up a return trip, for a technician with a silver video doorbell in hand, on February 20, 2024.  When this appointment was set,Vintage renegotiated the charge for replacing the video doorbell and noted they agreed to charge a flat fee of $299.00 to replace her Video Doorbell rather than bill a trip charge, labor, and parts. The technician sent to the customers home on February 20, 2024 was ************** The technician  knocked on the customers door and  there was no answer.  ******** then called the customer and advised her he had arrived and confirmed the parts charge that Vintage had agreed to.  The customer advised the technician she was not aware of the charges and would call in.  The video doorbell installed 3/13/2023 was not replaced on February 20, 2024 either. 
  
  After February 20, 2024, our customer did not mention an issue with her video doorbell to Vintage or Guardian until September 24, 2024 when she called to discuss an issue with it and a motion detector.  The customer was not home to troubleshoot either device.  She said she would call back when home.  Our customer called again on September *******.  She made a payment and scheduled a service call to address issues with her video doorbell and motion detector.  A Guardian representative scheduled an appointment for October 9, 2024. The representative quoted the billable rates for the service call and provided a customer with a courtesy credit of $22.00 since we were unable to get a technician on site for approximately two weeks.  The technician on site on October 9, 2024 was Guy and he confirmed the video doorbell was dead.  He noted the customer had taken it down and plugged it into some kind of charger (it is not a battery-operated video doorbell) and it needed to be replaced.  The technician also noted the customer did not want to buy a new doorbell and they would contact customer service.
  
  The warranty on our customers existing video doorbell expired mid-June 2023 and she has no maintenance plan for her video devices. This has been shared with our customer multiple times by both Vintage and Guardian personnel.  The status of her warranty and service level is also noted on the Service Tickets for the two service calls run by Vintage in February 2024. Our customer can pay the billable rates to replace the device, extend her agreement to receive a discount toward the billable rates, or elect not to have Guardian replace the video doorbell. 
  
  Regarding the billing issue, Vintage personnel confirmed Vintage never received payment for the December 2023 monthly monitoring services. Guardian had waived the late fees on the account and the customer paid the balance on September 27, 2024.
  
  Thank you for providing Guardian with the opportunity to confirm the details of our customers communications and service calls regarding her video doorbell.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in ************ in April 2021. As part of the move-in packet from my mortgage company there was an alarm service which I signed up for. I DID NOT realize I was signing a contract. As of 10/16/2024 my house will be sold and I am moving out of the country. Guardian refuses to cancel my contract without a $700 penalty and intends to continue billing me for a service I will no longer have on a house I no longer own. I don't even know if there is a termination date. I don't understand how this can be legal. Thank you.

  

  Business response

  10/11/2024

  October 11, 2024
  
  
  
  BBB of ********************
  ****************************
  ********,*******;  15106
  
  RE:        ********* ********* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for advising Guardian Protection Services****** (Guardian) of the above referenced Complaint.  Guardian values the opportunity to address the customers statements and concerns. 
  
  Our customer advised she had signed up for an alarm service as part of her move-in packet from her mortgage company and was not aware she was signing a contract.  She also noted she has sold the home and moving out of the country and is unhappy Guardian will not release her from her monitoring agreement without penalty.
  
  Our customers account came to ******************** by way of an Authorized Dealer known as AAA Home Security (AAA).  AAA is a separate and distinct company for which Guardian sometimes performs installations and provides 24-hour monitoring services for customers whose systems were sold by AAA.  Guardian does not control any day-to-day business activities or any internal policies or procedures of AAA, including security evaluations, sales processes and negotiations, or any other aspects of AAAs business.
  
  Guardian is a customer-centric company and strives to provide its customers with alternatives to paying an early termination fee when they move or sell a property.  Guardian offers discounted installations at our customers new home, provided it is within our service area.  Guardian also will release customers from their agreements if the new owner of the home subscribes for monitoring services with Guardian.  However, if these options cannot be taken advantage of, our customer will need to pay an Early Termination Fee to satisfy their agreement, much like an unsatisfied mortgage or home improvement loan must be paid off if the customer moves or sells the property. 
  
  A review of our customers account shows ******************** emailed her agreements (attached) per her negotiations with ***, which were not signed for more than 14 hours after she received them.  The documents are clear that they are agreements. In addition, there was no sales representative present when she signed the documents and initialed the statement The initial term of this Agreement is 60 months in Section E) TERM AND AUTOMATIC RENEWAL of the Monitoring Agreement.  The Notice of Cancelation included with the agreements also provided our customer with notice she had 3 business days after signing the agreements to cancel the transaction without penalty or obligation.
  
  Guardian has an investment in our customers account that has not been recouped at this time.  It is for this reason Guardian is not in a position to waive the early termination fee outlined in her  Monitoring Agreement under Section 8.SUSPENSION; TERMINATION; DEFAULT: , which also states Your obligations under this Agreement continue even if You sell or leave the Premises.
  
  The closing for the property the security system was installed in has not taken place yet.  There is still the possibility the buyer may subscribe to monitoring services with Guardian once they move it.  Our customer is welcome to pay her monthly fee for another month, rather than pay the early termination fee immediately, to see if the buyer does activate monitoring services in their name. Our customer may also continue making payments monthly until the agreement term ends on May 25, 2026.
  
  Thank you for informing Guardian of this matter and providing an opportunity to have the issues reviewed and resolved.  Should you have any questions, please contact Guardian directly at **************.
  
  Sincerely,
  Agency Complaint Response Team

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up for monthly security protection in our first house. Was not told it was a five year contract. We went to move a year later and were told we had to pay $1,300 to leave contract or just take the equipment with us when we move if move into another area of service. We did not move into area of service originally. My husband is a coach so we move a lot. A year of paying services, we move into a rental and I calm to get reinstalled and at first am being told I will get new equipment and start up another contract but I say no, thats why we took our old equipment. I have 2.5 years left on contract. Still over $1,000 to pay out of contract to cancel. If I want to get reinstalled at new location, my monthly fee gets increased even though I am still on contract. Weve been paying monthly for a year with no service because we were not in an area. Now go to get reinstalled and we have to pay more? Its ridiculous. They didnt help when we moved the first time. We had to remove everything ourselves. Weve been paying with no service. And now they are still asking for more money but my buyout is still over 1k?! This company has absolutely no customer service help. They stick you to the contract but change the terms on you when you move? Unbelievable. All I want is to get out of business with this company but we cant afford the buyout and have three young kids. They offer no help but want more money from you. They need to take better care of their customers.

  

  Business response

  10/11/2024

  October 11, 2024
  
  
  
  BBB of ********************
  ************************
  ********, *******;15106
  
  RE:        ***** ******* Complaint 2237032
  
  Dear Better Business Bureau: 
  
  Thank you for advising Guardian Protection Services****** (Guardian) of the above-referenced matter.  Guardian values the opportunity to address this customers concerns. 
  
  Our customer has moved from her home and states she was not told she would have a five-year contract.  She contends she was told to take the equipment with her when she did advise us she was moving, and now that she is ready for reinstallation at a new home, she is unhappy with the offers made by Guardian to install a system at her new home or to settle the account by paying the early termination fee.
  
  For background, our customers security system was sold and installed by representatives working for ********************** (AAA), an authorized dealer of Guardian, whereby all aspects of the sale and installation took place directly with the representatives of AAA.  *** is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services.  Guardian does not control any day-to-day business activities or internal policies and procedures of AAA, including security evaluations, negotiations, sales processes,installation practices or any other aspect of AAAs business and employees.
  
  Guardians records indicate ***************** initially engaged AAAs services on 12/28/2021, as memorialized in the Sale and Installation and Monitoring Agreements (attached) with the installation and activation of service, specific to a home located at ************************************************************************, taking place on 01/05/2022.  The initial term of the Monitoring Agreement is designated as sixty (60) months.  Our customer acknowledged the initial term by placing her initials beside the separate clause which states, The initial term of this Agreement is 60 months. and executed both agreements when she affixed her electronic signature on them. Further, the DocuSign Event Tracker indicates our customer had the electronic agreements for more than 24 hours,which Guardian feels was ample time for our customer to review the agreements and contact AAA with questions or concerns prior to signing them.
  
  Guardians Loyalty Liaison has not been able to reach our customer to revisit the offers previously made to her but has left messages.  At this time,Guardian has not recovered its investment in her account.  As noted above, the agreements our customer entered into with AAA were for an installation and services at her former home.  She is now requesting a second installation at another property.  Costs to provide equipment, labor and services have risen since January 2022, as reflected in the quotes for service at our customers new home.  ******************** has reviewed her account and can make some adjustments to the relocation quotes and early termination fee but is not in a position to release her at this time.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at **************.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of transaction was August 29th, 2023.I have been paying this company $54.00 a month since September 1, 2023 = $648.00 The business promised to provide me security service for my home.The reason I'm complaining is because since they installed this system they have had to replace the keypad panel 2 times. The system is constantly having issues. The cameras go down the panel issue errors and it alarms for no reason. I have had to call and they do provide technical assistance via the phone but recently it has not been working. If a tech comes out they charge me $75 each time and now charge an additional $30 for any equipment needed to change out. When I asked about cancelling the policy they want me to pay off a 47 month agreement with a 90% fee. Almost $2000 to pay off a system that has been causing trouble since it was installed. I am a senior citizen on a fixed income way below the national average income guidelines. This system was offered through my home insurance as an incentive but it turns out to be a financial burden.I informed them they can come remove the system and cancel the contract. Then I am informed that it is for 60 months and I thought it was for 24 months. But they do not remove equipment just charge you almost $2000 just to cancel, which is pure highway robbery.

  

  Business response

  10/14/2024

  October 14, 2024          
  
  
  BBB of Western Pennsylvania
  520 E Main St, Suite 100
  Carnegie, PA  15106
  
  RE:        Deidrea Thompson  –  Complaint ID 22345647
  
  Dear Ms. Lane: 
  
  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.    
  
  Our customer has expressed dissatisfaction with the performance of her security system and camera.  She noted the keypad (touchscreen control panel) has been replaced twice the camera and keypad go down and show there are issues, and the alarm has gone off for no apparent reason.  She is unhappy with the quote she received for a service appointment and for early termination.  She has requested cancelation of the contract with no financial penalty.
  
  Our customer’s account came to Guardian by way of an Authorized Dealer known as Choice Home Warranty.  Choice Home Warranty is a separate and distinct company, for which Guardian sometimes performs installations, and provides 24-hour monitoring services for customers whose systems were sold by Choice Home Warranty.  Guardian does not control any day-to-day business activities or any internal policies or procedures of Choice Home Warranty, including security evaluations, sales processes, or any other aspects of Choice Home Warranty’s business.
  
  Guardian was sorry to learn our customer has multiple issues with her security system and cameras.  While our records indicate the touchscreen control panel was only replaced once, and her video doorbell was replaced once, it is possible our service partner had made more than one trip to resolve the issues.  Guardian acknowledges our customer is continuing to experience issues with the system.  Guardian has provided our customer with two options moving forward, one of which is to release her from her agreement without penalty.  Our customer is considering the options, and we hope to have a resolution in place for her soon.
  
  Thank you for informing Guardian of this matter and providing an opportunity to have the issues reviewed and resolved.  Should you have any questions, please contact Guardian directly at (800) 776-3828.
  
  Sincerely,
  Agency Complaint Response Team

  Customer response

  10/17/2024

  [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 22345647, and find that this resolution is satisfactory to me. They have agreed to provide a free service call to take care of all the issues and if the issue occurs in 90 days I can cancel the agreement with no financial penalty.  They also reduce the number of years for the agreement from 5 to 2.  Deb has really been helpful.
  
  Regards,
  
  Deidrea Thompson

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are constantly telling me that a technician will come out holding me there for the entire day at my house waiting for the technician when a technician never shows up at the end of the day around 4:00 they call me and tell me that he called out soon that he won't be there that day we'll make another appointment with you they've been doing this for 2 or 3 months

  

  Business response

  09/16/2024

  September 16,2024
  
  
  BBB of ********************
  ****************************
  ******************
  
          RE: **** ******* Complaint ID ********
  
  Dear Better Business Bureau:
  
  Thank you for forwarding our customers complaint. ********************************************* values the opportunity to provide response and work with our customer in an effort to resolve his complaint.
  
  Our customer expressed dissatisfaction with several onsite service appointments that resulted in his staying home all day only to have the technician not show up or receive a phone call advising Guardian needed to reschedule the appointment.  Our customer has requested compensation for his time spent and earnings lost when waiting on the technicians.
  
  Guardian is terribly sorry for the inconveniences caused by the three service appointments Guardian ended up needing to reschedule.  Guardian was able to locate the information for the last three on-site service appointments.    Guardian can confirm two of the appointments resulted in the customer waiting for the arrival of a technician for most of the day.  However, a narrowed arrival window of 4:40 PM to 6:40 PM was issued the night before one of the three appointments,and our customer did not need to stay home all day waiting for the technician to arrive.
  
  Guardian agreed to apply a credit of $400.00 to our customers account and refund it, or let it remain on the account to prepay future monthly monitoring fees.  Our customer accepted the credit and noted he felt notification of an arrival window the evening before an appointment didnt  provide enough advance notice for planning. 
  
  Guardian posted the credit to our customers account and again apologizes for his service experiences.  Guardian is diligently working on improving the scheduling of service calls and looks forward to improved service experiences in the near future.
  
  Thank you for bringing this matter to Guardians attention.  Should you have any questions, please contact Guardian at 1-800-776-832.
  
  Sincerely,
  
  Agency Complaint Response Team

• Initial Complaint

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unsatisfied customer, they automatically renewed my contract without me, knowing .Now they expect me to do a pay 1300 to cancel them not only that when I first contacted them it was for 2 years. Initially I call to have a service tech go to the house to fix a camera that has been working since Dec. 2022 and they could also see that in there system. The camera wasn't much of a concern since i had another camera that i had put with my internet service. A few days prior i had a false alarm and figured to call them and have everything working in perfect condition. The customer care rep mention to have a tech go would be 75.00 which i was ok with then went to mention that 30.00 per hour that the tech is there and to replace the camera and system i would have to also pay for every part of the equipment that get replaced. I had the customer rep transfer me to another person to be able to then delete the camera out of my account in which the rep also said that it would not change the monthly amount. i also mention to cancel my contact they didn't mention anything about being extra feeand recalled till this morning when i told them i have went to another company that is associate with the better business bureau and had amazing reference and the i stated that i went to there website and noticed that they didn't have any association with the better business bureau and they had multiple complaints due to the lack of customer service and overcharging. The only reason that i started with them was when we purchased the home the owner already had then system in the house . I just want to leave that company for the horrible time i have every had dealing with them and they aren't even available 24 hours a day they operate on eastern time. i am located in central time i work for Dallas county and by the time i get off work they are close and they don't answer emails.

  

  Business response

  08/27/2024

  August 27, 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 values the opportunity to address the customer’s statements and concerns. 
  
  Our customer states she contracted Guardian for 2-years and when she requested to cancel the service she learned she had signed an agreement with a 60-month term instead of 2 years and would have to pay a $1,300.00 early termination fee.  She also notes she has had issues with her camera, did not like the quote for an onsite service call and inquired about canceling the camera portion of her service.  She further states she was told canceling the camera portion of her service would not change her monthly fee and on that same phone call she inquired about canceling her service altogether and was not advised of an early termination fee.
  
  Guardian is sorry to hear our customer has had  issues with her camera.  Upon receipt of this correspondence, Guardian performed a thorough review of her account.  Our customer’s account came to Guardian by way of an Authorized Dealer know as Choice Home Warranty.  Choice Home Warranty is a separate and distinct company for which Guardian performs installations and provides 24-hour monitoring services for customers whose systems were sold by Choice Home Warranty.  Guardian does not control any day-to-day business activities or any internal policies or procedures of Choice Home Warranty, including security evaluations, sales promotions or processes, or any other aspects of Choice Home Warranty’s business.
  
  Guardian also found that Choice Home Warranty negotiated the sale and installation over the phone.  A review of the phone call between our customer and the Choice Home Warranty representative confirms the representative quoted a $50.00 installation cost, a 60-month term and a $49.99 monthly service charge.  Also, our customer repeated the term back to the representative to ensure it was for sixty (60) months.  At no time during the conversation was “2 years” mentioned by our customer or the Choice Home Warranty sales representative. Upon completion of the negotiation, the Choice Home Warranty representative emailed the Monitoring and Sales and Installation
  
  Regarding our customer’s camera issues, she has only spoken with Guardian four times over the course of twenty-seven months.  She mentioned she was having an issue with the camera on June 1, 2022 when Guardian called her to welcome her and verify some account information, on June 27, 2023 when she called to update her autopay information, and on August 26, 2024.  The fourth call, made by our customer on August 27, 2024 was to cancel her account. 
  
  Our customer was not at home when we spoke with her in 2022, 2023.  She was asked to call back from the home so we could help her troubleshoot the issue.   Her first and only request for a service call was made on August 26, 2024 when she was not home to troubleshoot the camera.  The camera was out of warranty, per Section 6 Limited Lifetime System Repair Coverage of her Sale and Installation Agreement, and she was quoted Guardian’s current time and material rates for an on-site service call.   She inquired about canceling the camera portion of her services during this phone call and was transferred from Customer Care to Guardian’s Loyalty Center.
  
  The Loyalty representative our customer spoke with on August 26, 2024 offered to reduce our customer’s monthly service charge by $2.00 if she canceled the camera service, even though she was not being billed for the camera service as part of the Choice Home Warranty promotion she took advantage of.  At no time during this phone call did our customer make any inquiry about her monitoring agreement or mention she was considering terminating her account.     
  
  Our customer called back this morning at 7:04 AM CT to cancel the service she had with Guardian.  She spoke with another representative from Guardian’s Loyalty Center.  He reviewed the notes from the representative who spoke with our customer on August 26, 2024 and confirmed she reported issues with the camera to him and he was in the process of having her monthly service charge lowered to $47.99.  The representative she called this morning again offered a service call which our customer declined.  He confirmed our customer had 33 months remaining on her agreement.  Our customer advised the representative she signed a 2-year agreement.  The representative confirmed the agreement we have on file has a 5-year term, had a copy of it emailed to her, and to have any 2-year term agreement she may have reviewed if she could forward it to Guardian.  The representative then quoted the early termination fee of $1,039.50.  The representative then went out of his way to offer as service call to try and reconnect her camera (not replace it) for a flat fee of $75.00.  Our customer declined the service call and said even if he could somehow arrange to send a technician at no charge, she was not interested.
  
  Due to the investment in this account, Guardian respectfully declines to discount or waive the Early Termination Fee.  Thank you for informing Guardian of this matter and providing an opportunity to have the issues reviewed and resolved.  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. ↩