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#41
guardian

Guardian Protection

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
5.6
User Score
4.2

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Our Score
5.6
User Score
4.2
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
9/10

Contract Length

Total # of months
60

Cancellation Policy

Can you cancel contract?
Undisclosed

Time in Business

Total # of years
1950

A+

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
96

This Review is maintained by Chase Sagum

Review Last Updated: November 30, 2016

Guardian Protection is the world’s largest privately-held security company. Headquartered in Warrendale, Pennsylvania, Guardian Protection has been providing home security services to a majority of the country for over 65 years. The company employs advanced monitoring and security technology and a variety of price points; however, the company has been known for poor online transparency, and customers are encouraged to read their contract terms carefully before signing anything.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.2
$44.99
$99-499

#2

8.6
$43.49
$35

#3

7.2
$14.99
$229.96

#41
guardian

4.2
Undisclosed
$99

The Good

  • Superior Home Security Features
  • Cellular Monitoring
  • Home Automation Options Available
  • Guaranteed Rate-Fix with 60-Month Contract

Guardian Protection provides home security systems that easily compete with some of the top companies in the industry. The company offers four separate packages to fit a variety of budgets and homes. In addition to the landline monitoring found in most home security systems, Guardian Protection also provides backup cellular monitoring in the event that your electricity goes out. Guardian Protection also employs Smash-and-Crash technology to ensure homes remain protected even when the system is tampered with or destroyed. The GE Simon XT can let homeowners know which sensors were activated and when. Customers will also have the option of Guardian’s two-way voice feature, a hands-free emergency calling feature that lets you speak directly to a Guardian monitoring center operator from anywhere in the room.

Unlike some companies, Guardian Protection also offers a number of home automation features that allow users to control their security system remotely. Home automation comes standard on all but Guardian Protection’s most basic service and give customers the freedom to control security features, climate control, and light fixtures all from Guardian Protection’s useful mobile app. Guardian Protection provides a theft protection guarantee. The company will give you up to $500 toward your insurance deductible if your home is burglarized while being monitored by their system. Charging customers a fixed rate for such a long time is something that sets Guardian Protection apart.

The Bad

  • More Expensive System
  • Unknown Cancellation Policy
  • Poor Online Transparency
  • Limited Availability

While Guardian Protection boasts a state-of-the-art system, customers may find themselves paying a bit more for Guardian Protection’s equipment and services than they would with industry leaders. Repair fees outside of Guardian Protection Service’s extensive warranty can also be quite costly.

There appears to be some confusion with regard to specifics surrounding Guardian Protection’s advertised contract lengths and cancellation policy. This confusion is due in large part to Guardian Protection’s poor online transparency as well as its method of contract delivery. The Guardian Protection website proffers little useful information regarding policies, terms and conditions, and exclusions. Customers are largely at the mercy of the terms of the actual contract, which is delivered in an electronic format. Several customers have complained that these contracts are not only difficult to read, but can also sometimes be inaccurate.

Guardian Protection is not a nationwide home security provider, and the following states are excluded from service: CT,LA, NV, OK, TN, UT, WA, AK, HI. While Guardian Protection still manages to service most of the country, other top home security companies have true nationwide coverage.

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The Bottom Line

Guardian Protection is a top performer in the home security industry. The company employs the latest technology, and provides flexible pricing options that fit most budgets. Guardian Protection also provides some unique features, such as a fix-rate 60-month contract that set it apart from the competition; however, customers should also be aware that Guardian Protection does not service every state, and unless they read the fine print of the contract they could be paying more than they expected for Guardian Protection’s security system. While customers will likely have no significant problems with Guardian Protection’s equipment and services, they are still encouraged to investigate top home security companies before making a final decision.

FAQs

Questions and answers within this FAQ section are mostly taken directly from Guardian Protection’s website. For any additional questions we recommend visiting their website or calling the company directly.

Does the security system work without a landline?

Although security systems work effectively with many providers, some systems do not work with specific providers. Check with your new provider to confirm that their service is compatible with security systems prior to making the change. After you have changed services, be sure to test your security system before the telephone technician leaves to confirm that the security system is communicating.
Digital Cellular Communication (DCC) is a service that can be utilized by your security system as a primary form of communication or as a backup to your existing telephone landline service in case the phone service is interrupted or is severed intentionally. The cost of DCC may be less than your monthly phone charge and communicates through cellular technology.

If you rely on your cell phone as your primary phone and do not have landline phone service, then DCC MUST act as your primary means of communication with Guardian’s monitoring center.

If you’re thinking about cancelling your telephone landline or travel frequently, then DCC is also an option to consider. DCC provides a means of transmitting critical alarm signals through a cellular network to Guardian’s central monitoring station and helps to ensure your security system will continue to transmit alarm signals in a variety of situations.

If you tend to switch phone companies for more competitive pricing, keep in mind that every change brings with it the possibility that your security system won’t work. If you receive your phone service through an Internet service provider who provides no, or limited, battery backup, your security alarm service could be disrupted during a power outage. DCC enables contact with Guardian’s monitoring center even in the event of a severed landline, change in non-cellular service or landline service interruption.

The transmission of your security system’s alarm signals to the Guardian monitoring center, allows Guardian’s trained experts to notify police, fire or emergency medical services as needed. To learn more, call 1-855-650-0857 to speak to a Guardian representative.

Does Guardian Protection really offer upgrades?

Yes, Guardian Protection offers equipment upgrades and the ability to switch systems. If you decide to switch to Guardian Protection you will need to set up an appointment; also, if you do upgrade your equipment an appointment will need to be set and cost for that service is currently unknown.

Do I have to get the installation installed by a professional?

Yes, Guardian Protection will need to send a representative to install your system; however, If Guardian Protection Services fails to correct a reported operational problem with any component of your home security system within the first six months following installation, Guardian will fully refund your installation price and any monthly monitoring fees paid.

Home Theft Protection Guarantee The Customer presenting Guardian with this ORIGINAL CERTIFICATE will be eligible to receive a reimbursement of up to Five Hundred Dollars ($500.00) of Customer’s homeowners insurance deductible (if any), if and only if ALL of the following requirements are met to Guardian’s reasonable satisfaction: (I) the property loss was the result of a burglary that took place while Customer’s Guardian security system was in good working order, connected to Guardian’s central station and was “on,” and while all of the Customer’s doors and windows were locked: and (II) the intruder entered the residence through a door, window or other area equipped with a Guardian detection device and such detection device was not “by-pass”; and (III) Customer is not in any way in default under the Customer’s existing Monitoring Agreement with Guardian; and (IV) Customer files a written claim with its homeowners insurance company, and such claim is not rejected or otherwise contested by the insurer; and (V) Customer provides Guardian with a copy of the insurance claim report; and (VI) Customer reports the burglary loss to the appropriate police department and provides Guardian with a written police report; (VII) Customer certifies in writing to Guardian (by signing this Original Certificate and presenting it to Guardian) that all of the foregoing requirements have been satisfied. Customer understands that presentation of this ORIGINAL CERTIFICATE signed by Customer is required and understands that GUardian reserves the right to reject any application for reimbursement that does not comply with ALL of the above requirements. Photocopies or other reproductions of this Certificate will NOT be accepted. This Guarantee is subject to terms and conditions of the Customer’s existing Monitoring Agreement with Guardian, except as modified by this guarantee certificate. In the event that you need to use this certificate, please call 1-866-533-6721.

What to know: In the event that you fall victim to a home burglary, you have the right to compensation. However, you as the user are responsible for providing all of the evidence and documents to back up your claims. Your home also had to be properly locked up and the security system had to be fully functioning. The home owner will have to file a police report and submit all necessary information to Guardian Protection along with the original certificate.

Quality Home Installation Guarantee If during the six months following installation we are unable to correct a reported operational problem with any component of your security system, we will refund the installation charge and/or any monitoring fees paid by Customer to Guardian. This Guarantee is subject to the terms and conditions of the Customer’s existing Monitoring Agreement with Guardian, except as modified by the guarantee certificate. Customer understands that presentation of this ORIGINAL CERTIFICATE signed by Customer is required and understands that Guardian reserves the right to reject any application for reimbursement that does not comply with the terms of this guarantee certificate. Photocopies or other reproductions of this Certificate will NOT be accepted. In the event that you need to use this certificate, please call 1-866-533-6721. This guarantee does not apply to any part of your security system that was not installed by Guardian.

What to know: Guardian guarantees that their security system will be fully operational within six months or you will be refunded any and all installation and monthly monitoring fees. Guardian has six months to work out all operational issues, and if they fail to do so, you will need to present your original certificate that you signed.

Home Relocation Guarantee The Customer presenting Guardian with this ORIGINAL CERTIFICATE will be eligible to receive our Premium Relocation package subject to the following. Guardian will install our base security system which consists of one control panel, one standard keypad, three door contacts, one motion detector, one inside siren and telco jack. Cellular equipment may be used. Additional security devices beyond the base security system may be purchased by Customer at a discount of 25% off list price. If Customer’s new location contains an existing security system, GUardian will inspect and activate the same and will replay any defective equipment up to the amount of the original equipment contained in GUardian’s base security system as defined above. Customer must have satisfied at least 12 months of their initial term of their existing Monitoring Agreement with Guardian and execute a new Guardian Monitoring Agreement for 60 months at the then prevailing monthly monitoring fee for new security systems. Customer’s new location must be an existing residential property located within the contiguous United States. Local permit fees may be required. Equipment in the original site must be in working order and will not be relocated to Customer’s new location. Customer may not, in any way, be in default under any Monitoring Agreement with Guardian. The Customer understands that Guardian reserves the right to reject any application that does not comply with all of the above requirements. Photocopies or other reproductions of this Certificate will NOT be accepted. This Guarantee is subject to terms and conditions of the Customer’s existing Monitoring Agreement with Guardian, except as modified by the guarantee certificate. In the event that you need to use this certificate, please call 1-877-881-0353.

What to know: You will have the ability to relocate your Guardian system; however, certain restriction apply. Customer must have had an active Guardian security system for at least one year and the new location must be serviced by Guardian Protection Services. You will also need the original certificate as proof, no copies of these terms will be accepted for relocation.

Armed Forces Appreciation Program The Customer presenting Guardian with this certificate will be eligible to cancel or suspend, without penalty, the Customer’s monitoring services, if ALL of the following requirements are met to Guardian’s reasonable satisfaction: (I) The Customer provides Guardian with a copy of the military orders showing a permanent or long-term relocation; (II) Customer is ordered to relocate to an area where Guardian is unable to relocate the alarm monitoring system under the terms and conditions outlined under the Home Relocation Guarantee; (III) Customer is not in default under the monitoring service agreement with Guardian. The Customer understands that Guardian reserves the night to reject any application that does not comply with all of the above requirements. This Program is subject to the terms and conditions of the Customer’s existing monitoring service agreement with Guardian, except as modified by this certificate and applicable law. In the event that you need to use this certificate, please call 1-877-881-0353.

What to know: The customer must provide Guardian with a copy of military orders in the event that the user is relocating. The user will be able to cancel or suspend Guardian services without penalty if all requirements are met. The customer also has to be assigned to relocate to a region where Guardian does not provide home security services. The customer will also not be held to any requirements from the monitoring services.

*In no way does this summation strive to compensate for reading the actual terms of service or contract provided by this company. We are providing this information to allow consumers to see the points of the contract that we believe you should be aware of. Please refer to the company’s terms of service or contract document to see the full details.

The Good

Guardian’s home automation package is called the Guardian Edge, which allows homeowners the ability to control their lights, locks and thermostat from anywhere.  According to their promotional page, “best of all, with Guardian Edge, you still get all the superior features of the Premium Package,” which includes:

  • Remote access
  • Live look-ins
  • Remote access to garage
  • Cellular connectivity
  • Voicelink two-way communication
  • Severe weather alerts
  • Always on guard tracking for your area of interest sensors

Plus the Guardian Edge equipment, which is:

  • Light monitoring
  • Thermostat monitoring
  • Remote door lock access

In addition, with Guardian Protection Services new customers are provided with price matching where Guardian will match any comparable written quote or qualified internet offer for installation and activation.  Another nice feature of Guardian Edge is that it provides remote door lock monitoring, which is usually not included in most home automation packages with other companies.

The Bad

Guardian Protection Services offers four different security packages for its customers but you won’t be able to take advantage of any of those features unless you pay for its Edge Control package. Once you choose one of the packages that offers home automation features, Guardian will let you choose one home automation feature to begin using, but it seems as though you will have to pay for each additional feature you want to use. Also, live video isn’t available until you pay for Guardian Protection Services’ most expensive plan, Edge Premium.

The Bottom Line

While Guardian is one of the country’s top home securities companies their home automation package is lacking many of the basic features that other home security companies provide.  If you are already monitored through Guardian then adding on Guardian Edge would be an easy transition.  However, if you are looking for more capability in home monitoring and are not with Guardian already we suggest looking elsewhere for your home automation needs.

Year Monthly Revenue Customers Gross Rev. ($mil) Full Time Employees
2012 $9,104,531 251,985 $136,4 899
2011 $8,076,004 236,881 $127.7 984
2010 $6,949,146 215,677 $121.1 na
2009 $6,411,594 204,923 $118.4 na

Taken from sdmmag.com. Guardian Protection Services is currently ranked #8 out of the top 100 companies.

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96 Guardian Protection Services Reviews

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  1. User Score
    0
    December 1st, 2016 Plainfield, NJ
    0 people found this review helpful!
    I was shocked to find out there was a cancellation fee and auto renewal policy. after being with them for 12 years they still charged me an cancellation fee. Once I told them i was leaving i was offered a cheaper rate. why does one need to leave to get a cheaper rate not the type of people i do business with.
    Read More
  2. User Score
    0
    November 13th, 2016 Cottonwood, AZ
    0 people found this review helpful!
    Our whole house system was installed in AZ in April 2016. On Wednesday, November 9, 2016 we returned from our Winter home to find the smoke detector/carbon monoxide detector in our bedroom “chirping.” After paying a handyman and having the Fire Department check our house it was suggested that it’s an ADT/Guardian, so we called for service. My husband about an hour on the phone, ADT has NO idea what the problem could be and wants my husband to use a screwdriver and disconnect a wire (not a good idea) BUT they will send a repairman this coming Friday, 6 days from now, to “take a look at things.” In the meantime we sleep in a bedroom with a “chirping” alarm. Interesting enough we had an ADT system in our Winter house, a system I had removed BECAUSE no one could figure out why the alarm in the family room kept chirping. THIS IS NOT A RELIABLE COMPANY; THEIR CUSTOMER SERVICE IS NON-EXISTENT. It is my opinion that they have broken contract with us – “reasonable repair time” – and I’m sure this is going to turn “legal.” DO NOT DEAL WITH THIS COMPANY. They are great on selling, not so great on servicing. At NO time has ADT called us to advise us of the problem. Apparently they aren’t aware that we have a problem. So much for a monitored system!
    Read More
  3. User Score
    0
    November 9th, 2016 Kansas City, MO
    0 people found this review helpful!
    I don’t know if people realize that home break ins have changed or not. It used to be that they would break in and go through all your possible hiding spots to include your freezer. They would load everything up and be in and out within 5-10 minutes before your alarm system notice could get the cops to your home. So their system would occasionally result in a burglar getting caught. Today’s burglar has evolved just like your security system. When your home is broken into, they do a quick one, two and are gone with your most expensive item that each burglar can carry…as long as they’re out within 1 minute. That’s right people, 1 minute. And that means that your alarm has only gone off for 30 seconds and they’re gone. So what good does an alarm system do for you when the perps are in and out within 1 minute? That’s right, absolutely nothing but waste your money. Them contacting the police AFTER the deed has been done, in that way, ensures that you will never recoup your losses AND you are stuck in a contract for services that are no good because they’re obsolete. It’s better to have your own camera system put in that can store data for at least a week and that can be checked by you and send you notifications of any suspicious activity. Yes, you can do this on your own and it doesn’t cost much to buy or maintain AND there’s no 2-3 year contract to have to mess with them about when you move or when a loved one dies. Customer service for Guardian has been a nightmare for my family. They said they would return my father’s money and then turned around and said they could not. My experience with them hasn’t been good, but if you use them, don’t sign or agree to any contract and pay the higher price for a camera system if you don’t have someone who can help you manage your own.
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  4. User Score
    0
    November 8th, 2016 Dallas, TX
    1 people found this review helpful!
    BEWARE, they require a 60 month contractor. We got tricked into this. Our builder referred them as their preferred alarm company and said we get free alarm keypad, well the not so upfront was that this was a 5 year contract. We pay $43.25/mo for alarm and only have sensors on front door, back door, and in living room. No window sensors. This is insane. You probably can get a lot more security from another company, so don’t be dumb like us and not shop around.
    Read More
  5. User Score
    0
    November 1st, 2016 Iowa City, IA
    0 people found this review helpful!
    This company is the biggest scam artist and they will rip you off every chance they get. We moved from our home and called to have the service discointinued so we thought. We continued to get charged and never noticed until I was looking closely at our banking statement and saw a charge from them, we had been moved out of that home for 2 years and they had been charging us the whole time. We over looked it and thought we should have paid more attention. So we called again and was told they could not cancel our account because we no longer knew what the password was it had been 2 years and tried to remember what that one was well they refused to cancel it so we called our bank and had them stop the automatic withdraw, now they continued to call us so I finally got pissed off and frustrated and told them all I wanted to do was cancel my account to a house I no longer lived in they finally broke down and gave me my password and then had to email them a request to cancel. Wtell it was Febuarary when I did the stop payment and August when I was finally able to cancel my account, Injist got a bill from them saying I owed hem 566 dollars, how he hell when my monthly payment was only 30 dollars a month. 30×7 does not equal 566 dollars. These people just are greedy greedy asses. Be careful they will rob you blind!!
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  6. User Score
    0
    October 28th, 2016
    2 people found this review helpful!
    Promised camera, interactive door lock, thermastate, sky bell no charge and none of which was honored. Charge $1000.00 cancelation fee although work order specifically states the above to be installed and received at no cost.
    Read More
  7. User Score
    10
    October 21st, 2016 Lavallette, NJ
    1 people found this review helpful!
    We have had Guardian Protection for over 10 years. Their service has been excellent. Their phone reps in the Pittsburgh area are polite, fully informed and speak English! In 10 years we have never had an issue with the system that they did not promptly repair.
    We recently called to upgrade from landline service to cell phone service so we can control the system from our cell phones. Because we are long time customers who pay on time, there was no upgrade fee.
    Read More
  8. User Score
    5
    October 21st, 2016 Myrtle Beach, SC
    2 people found this review helpful!
    Had to move due to flooding and tried to cancel Service and was informed I owed the remaining months of a 3 yr Contract which has 11 months to go. I said I would burn my home before paying that and hung up. Money hungry Company don’t buy…
    Read More
  9. User Score
    0
    October 8th, 2016 Laurel, MD
    1 people found this review helpful!
    One of the worst companies around to deal with when it comes to cancellation. We sold our home after 2 years and they still are hounding us to pay for another 3 years. They claim we still owe even though we informed them of the sale and our move to a different state within two months. They are thieves and money hungry crooks. They use their size and muscle to steal your hard earned income. Wish the attorney general would take them to task.
    Read More
  10. User Score
    9
    September 25th, 2016 Needham, IN
    0 people found this review helpful!
    We’ve been with Guardian for a little over 4 years. They have always been prompt to call us in the event of an alarm, issues etc. Customer service has always been great with us, very friendly, helpful and knowledgeable.
    I would recommend them and have done. For those who have given bad ratings, read your contract. We paid up front for our equipment, so there are no contract issues for us.
    Read More
  11. User Score
    1
    September 9th, 2016 Charlotte, NC
    3 people found this review helpful!
    Run far away from this company. Tried to cancel today, after having service for initially agteterd upon 3 yrs. Apparently i am 8 months too late to do so as they renewed my contract automatically for 60 months, per the buried language in the contract. If I ever scrape up enough money to pay them I AM Done! BEWARE OF GUARDIAN!
    Read More
  12. User Score
    0
    August 26th, 2016 Palmetto, FL
    3 people found this review helpful!
    Guardian is great when it comes to selling the system. Unfortunately, they don’t tell you all the details of the contract and lock you in for three years without telling you. The customer service is also not forthcoming. They provided me with I contract they say I signed, but it was not my signature. I have sent messages to find out more about it, but they refuse to answer my questions and said it I extended our contract for 5 more years, they would drop the price by $5,00 per month. I want to cancel because of their dishonesty, but they are not willing to even return my messages and explain their position. They just ignore you and claim that they stand by the contract but still wont explain who signed the contract they sent.
    Read More
  13. User Score
    0
    August 16th, 2016 Lutz, FL
    4 people found this review helpful!
    RUN from this company awful to deal with contract is very shady they have you tied in you cannot cancel they are thiefs
    Read More
  14. User Score
    0
    August 13th, 2016 Laurel, MD
    3 people found this review helpful!
    Don’t do this. We have had the service for 17 years. Never had a offer to up date. Now we want cancel and was informed we have to pay off another 31 months. This is over a thousand dollars. They told me this was in the contract. Keep in mind that was 17 years ago. Talk about hard up.
    Read More
  15. User Score
    0
    August 12th, 2016 Phoenix, AZ
    2 people found this review helpful!
    Very disappointed with this company, after two years of service they sold our monitoring to another company without notifying us. We only found out because the account the payment was made from was changed. We called to notify Guardian and were told they couldn’t help us because we are no longer their customer. After several minutes of debate we finally received a number to call. The new monitoring company didn’t even have our phone numbers. How could they get a hold of us in an emergency? Shame on you Guardian for not notifying us prior.
    Read More
  16. User Score
    6
    August 10th, 2016 Mcalester, OK
    0 people found this review helpful!
    We have had guardian for around 5 yrs. and the response time with a call to check on everything is usually quick, the longest maybe 2 min. It took close to 6 min. tonight. Thank goodness it was only my husband that forgot the alarm was already armed. What if it had been an emergency?!?! Also anytime we set our alarm to away. We have gotten 2 false alarms.
    Read More
  17. User Score
    8
    July 29th, 2016 Butler, PA
    1 people found this review helpful!
    I have Guardian and they are great. I sit here and read review about people who are complaining about things that they deal with everyday. I have never had an issue with monitoring and service has always come within days. People complain about early termination cost but don’t want to pay out of pocket for the equip up front. I read my agreement and knew I was getting free equipment in lue of the paying out of pocket. I read and understood after the warranty was over that there would be a co-pay for service. It’s called an extended warranty for a reason. People are cheap and bitter. I would refer people to Guardian as my experience has been great. I can’t speak for other companies as I have no had any. But Guardian was my first sysem in my first home. And I will keep them
    Read More
  18. User Score
    0
    July 21st, 2016 Sayreville, NJ
    4 people found this review helpful!
    Worse company I had ever had to deal with to cancel a contract. I never seen a company try to charged you for the whole contract after you attend to cancel.
    Read More
  19. User Score
    10
    June 21st, 2016 Butler, PA
    1 people found this review helpful!
    Never had an issue, friendly people and great service!
    Read More
  20. User Score
    1
    June 20th, 2016 Rockville, MD
    5 people found this review helpful!
    They want more to cancel my service than to continue to pay for the end of the contract. Smart on their part…dumb on mine! READ THE CONTRACT CAREFULLY and DON’T sign until you understand PERFECTLY when you can get out! I’m the second homeowner caught out by them when moving…
    Read More

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Our Score
5.6
User Score
4.2
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
9/10

Contract Length

Total # of months
60

Cancellation Policy

Can you cancel contract?
Undisclosed

Time in Business

Total # of years
1950

A+

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
96
Our Score
8.0
User Score
8.2
Rank this Company

Ratings Breakdown

Price

Monthly Price
$44.99

Up-Front Costs

Activation, Install & Equipment
$99-499

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
295