Guardian Protection

They have the worst customer service workers over the phone. I just had another remarkably poor experience and when I told my husband about this, he reminded me this is typical of them. Of late, our whole house was beeping loudly due to a faulty smoke detector not being plugged in while we are trying to replace it on one floor. The woman I spoke with could not be bothered to send information on how to disable the alarm system however, but instead encouraged me to look online at their multiple systems (not giving a direct web link, as information for our particular system could not be found) to see online how to disable the alarm. This information could not be found in a remotely timely manner because they make various systems to review. So I ended up having to pull the wires off of the battery pack she previously assured me was removable– it was not. This just feels like the final straw– I do not want to go with them anymore. Their products are cheap; we even once had a false alarm where the cops came because one of their cheap door alarms simply fell down because of its cheap adhesive. I may be able to tolerate their cheap products however if it were not for the routinely poor customer service over the phone. No one enjoys routinely horrible customer service.

I am updating my review from December 20, 2018 where i was highly dissatisfied with having to pay an early termination fee after being a customer for over 13 years. To my surprise, I received a call from Guardian’s Customer Loyalty representative who said my review was brought to their attention. She was very helpful and was able to give me a more desired payout of the contract. If you are a loyal customer and find yourself in the same situation, ask to speak with someone from their Customer Loyalty department. They do work with you and did help me.
Also, I do want to say that the system itself was perfect. We never had any issues and they are very responsive when you get an alarm.

The first 3 years with Guardian was great then something happened to them. I guess the founders sold the company and service went downhill fast. They only respond to test alarms about 50% of the time. The people they sent out to service my account are untrained and not to smart. They made 4 or 5 trips just to change some batteries then told me that they forgot to bring the batteries. They make appointments then show up 4 hours late, sometimes not at all. I have 4 doors but these yoyo’s can only get 3 of the contacts to work after 4-5 service calls.

I would strongly NOT RECOMMEND this company !

We have been Guardian customers for 4.5 years and changing over to another monitoring service to save money ($34.88 to $8.95/mo.). Even though the equipment is ours, Guardian refuses to give us the ‘Installer Code’ which is needed for the new company. Borders on illegal as it is OUR equipment and Guardian installed a code that renders the system unusable unless they are paid a monthly fee. They would not even return it to the manufacturer default code.
Very disappointing and I would advise anyone to BEWARE!!!!!!!!!!!!!!!!

We paid a substantial sum of money to have the security system installed. Apparently we still must have signed a 5 year agreement. With 16 months of service left under the contract, we needed to cancel our system. READ YOUR CONTRACT CAREFULLY. No other company I have dealt with (3 others) has such a contract when you pay much money for hardware installation. Their monitoring service was fine. It seemed like all the others we have used. It was a little more expensive. I realize the mistake was mine. I never expected such a bad deal. I will certainly NEVER us Guardian again.

The problems began when we were beginning building a home in May of this year. During the beginning phases, we were told to sign the paperwork for Guardian in order to not hold up the process of beginning our home. We were told, we would have contact with a Guardian rep and “the details would be fine tuned”. We never heard from them, but assumed at some point it would come. During our design appointment, we found out that we should have received and signed off on additional paperwork pertaining to locations and specific services, etc. Our designer told us that the rep was supposed to also send her confirmations but didn’t. She reached out multiple times to no avail, and we had to skip over that part. We were contacted later for an appointment with a specialist. My husband had multiple questions in which the rep didn’t have answers (Michael A is his name)., one of which was for them to update the address on the paperwork. They never sent us anything with our correct address, no matter how many times we’d corrected them. Michael said that he would get answers to the questions and respond back as soon as possible. That was in May. We didn’t hear back until October when Michael reached out to my husband via email saying that he needed to hurry up and sign some addendum or else the account wouldn’t be correct. At this point we refused to sign anything else. The addendum he sent over still had the incorrect address, and we were fed up with having to “hurry up” and sign something to correct issues on their end. My husband and I attempted a phone call with Michael, but he was “busy and would call back at 6”. He never returned our call, and the emails never went answered. We informed our builders that we were frustrated with the lack of customer service and response, and if this was a pre-cursor to what Guardian has to offer, then we don’t want the service. We agreed to pay the install price since they did install, but told them we would have no dealings with them on a monthly basis. Our builders agreed to communicate that to Corporate. Fast forward to last week, we went to visit our home and saw that the actual equipment was installed in the house. We reached out to the builders, but with the holiday, nobody responded. A couple of days ago, we receive an email Welcoming us and informing us to schedule a date to activate service. My husband called customer service and let them know that we have been trying to cancel with them for months due to our negative experience. The representative RUDELY stated “well the equipment has been installed at this point, so you’re locked into a 5 year contract. If you cancel, it will be $750”. My husband stated that our attempts to cancel had been ignored and that we explicitly communicated repeatedly that we did not want the service. Her response was “Well, I dont know what you want me to do. You have to pay the fee”. How is it ok for a business to treat their customers this way?

The worst company ever! I was a loyal customer for 13 years. I was contacted by a sales person 4 years ago to upgrade my service. At the time, no one mentioned that I was signing into a new 5 year agreement. My bill went up by $20 and all I got was a few smoke detectors. Today I called to cancel my service since we are selling our house. I was shocked when the customer service representative told me that I would need to pay an early termination fee of $750 or I could just keep paying the monthly payment for the next 11 months for services I wouldn’t use. WHAT!!! They did nothing to work with a 13 year customer and basically said I was out of luck. The best part was when the customer service representative asked me if I would consider moving my service to our new home and recommending them to to new owners of our old house. NOOO!! In fact, I will make sure I tell them to RUN. Find another company who cares about long time customers.

I have been a customer of Guardian since 2006 – over 12 years.
Last year I called to discuss video options for my front porch as I regularly have people coming to pick up products on my front porch. After explaining my scenario they said a doorbell camera would be perfect for my needs. They never once mentioned there is a monthly limit to the amount of clips. Even though I keep storage at 0%, it doesn’t matter. I have the sensitivity as low as it can possibly go and it picks up motion from a tree that is aprx 25′ away. One small leaf moving will set off the camera. So the doorbell camera only works about 2 weeks out of each month. I called guardian and they told me I have to buy more clip uploads. Customer service was horrible, spoke with a manager and said they would give me a discount for more clips. Said he would email me to confirm, never did. Said I would get a call back, never did. Tried to cancel my service and said I have to pay $162 in cancellation fees. So their service isn’t working the way it supposed to, the camera is too sensitive, they want to charge me more money per month, they won’t return phone calls or do what they said, they will charge me more to cancel service. What A Joke. No wonder their reviews are so bad online. As soon as my contract is up I am DONE with them.

Everything has been very good. Especially like the mobile app.

Have been with Guardian Protection for years which included moving to another state and they have been with us all the way with great service.

Efficient and quick callback if alarm is activated. Really nothing negative to say.

DO NOT GET GUARDIAN! They are a head ache. Ive had to call 5 time so far and we have only had them for 4 month!. The rep lied to us about what they were going to give us. Now that we are in we find out that they didn’t give us the products they promised. we tried reaching the guy that sold us the system and he never picks up. also the the cameras just stop working. once our alarm went off and we didn’t hear it upstairs. please save your time and money. buy though someone else.

DON’T EVER EVER GET GUARDIAN PROTECTION !!!!! IT’T THE WORST SERVICE .THEY SELL YOU THE WORST EQUIPMENT . THEY EQUIPMENT DONT WORK AT ALL .

I like the customer service and the ease in scheduling an appointment if necessary.

Better scheduling of service calls and attitude of some service technicians.

Upgraded my equipment for free, because of the length years I have been a customer.

Excellent. Immediate response when calling for assistance. I can’t think of any way to improve.

I have had Guardian Protection for several years. Three days before I had it installed my house was broken into during the daytime, one of my Shelties was injured from broken glass and eventually had to be put down due to seizures caused by the breakin. I called your company and had it installed. I feel protected,I feel safe. I live in an are which is not considered a safe area, however, with my Guardian Protection I am not afraid. I do not have the upgraded system as I cannot afford to pay more than I do now but I am happy with what I have. I know that if my alarm is set off, within a couple of minutes I get a call to check and see if everything is ok.

Very Co-operative in explaining billing/pricing and adjusting according to service required!

RUN!

Do not sign a contract with Guardian Protection Services. We were offered Guardian while building a Ryan home. We did so many selections with them that day so we were signing a lot of paperwork. The guardian rep told me I was signing a two year contract. SURPRISE it was a 5 year contract. I would never in my right mind sign a 5 year contract without a military clause as an active duty family. I stopped paying them at two years and was sent to collections for the account. I’m sure it’s going to be a legal nightmare.