Reviews

This profile includes reviews for Guardian Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Protection

  174 Thorn Hill Rd Warrendale, PA 15086-7528

  
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  Guardian Protection Services, Inc

  835 Sussex Blvd Broomall, PA 19008

  
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  Guardian Protection

  9852 Windisch Rd West Chester, OH 45069

  
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  Guardian Protection Services

  230 Great Circle Rd Suite 210 Nashville, TN 37228

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  Guardian Protection

  4710 Eisenhower Blvd STE F1 Tampa, FL 33634

Review Details

• Review fromJessica M

  Date: 12/06/2023

  I tried to cancel with this company. The customer service in the finance department was very rude and kept interrupting me at every question I had. They claim I signed this agreement, but it is an e-signature. They also state it was for 60 months but I only recall agreeing to a contract for that long. I have the original sheet where ******* came to my house and nowhere on it does it state it was going to be for 60 months. I would not sign up for this company ever again.
  

  Guardian Protection

  Date: 12/13/2023

  Hi *******,I am sorry for the frustration. We take your concerns seriously because your satisfaction is important to us. The **Sign Act, signed into law by the **** government on June 30, ****, makes legal the use of an e-signature on common Agreements such as the one you signed with Guardian. Our Agreement clearly identifies the term and rate. A copy of this signed Agreement was emailed to you upon completion of the signing process on March 4, 2022 and again at your request on December 6, 2023. Upon further review of your account, we found documentation of multiple automated outbound calls to you regarding late payments, and conversations between you and our representatives regarding late payments, but nothing from you regarding a request to cancel. As a result, in November your account was transitioned to a third-party collections agency and we recommend that you communicate and negotiate with them directly. Sincerely,**************************** Satisfaction Advocate

• Review fromLoraine H

  Date: 12/04/2023

  Wonderful, customer service! I love the fact that they are local, and that they are providing jobs to local men and women!
  

  Guardian Protection

  Date: 12/05/2023

  Hi ********, Happy to know that our customer care team provided you with outstanding assistance recently. Our team loves what they do and it shows. Because they are all Guardian's own in-house employees, based right here in Western ************, they have a great understanding of our customers' systems and can provide expert assistance. Thanks for choosing Guardian Protection, ********. We are here for you! **************************** Satisfaction Advocate

• Review fromS. L.

  Date: 12/01/2023

  Guardian does not care about customers . Ive had my system since purchasing my new home in 2017. Subsequently added a doorbell camera and carbon monoxide detector. Over the years Ive noticed that when someone has come to my door, it does not record. I receive error, problem connecting to the camera . I called support and he sent a signal to reset the camera and that only worked for 2 minutes. Whats the purpose of having a doorbell camera that does not allow you to see who is at your door. He made sure to offer an upgrade solution. I decided I wanted to speak to the loyalty department. She informed me that my system was outdated and needed to be upgraded. Who knew I had to upgrade my system every x years. I received no notice that this would need to be done, was told it would cost $75 for a service call. She further stated that the monitoring service is what I pay for. Wrong! I pay for your equipment to work too. I told her I would not pay them another dollar for a system that would probably need upgrading next year. Would rather give my money to another company that would be happy to have my service. I canceled my service and am looking for another provider. Ive also let everyone in my community know of my experience with Guardian as they were the contracted provider.
  

  Guardian Protection

  Date: 12/05/2023

  Dear ****** Thank you for being a Guardian customer since 2017. We were honored to be your security partner and appreciate that you were satisfied with Guardians service to the extent that you chose to expand your level of protection by having us install a doorbell camera and carbon monoxide detector in 2020. I see that our care and technical assistance teams were happy to provide you with assistance by phone and successfully answer any of your questions over the years. Like most electronic devices, the camera you purchased included a warranty period, during which we were happy to offer repairs by our professionally trained technician. Once beyond this initial period, there is a charge for this service. We appreciate your understanding. Sincerely, ***************************** Satisfaction Advocate

• Review fromSteve T

  Date: 12/01/2023

  We are very disappointed in the Guardian Protect Service. They provide a false sense of security. We had problems with them since our first day of installing their cameras. First - their installation technician broke our door bell - it now no longer rings, and he did not tell us about it. Because we first moved into the neighborhood, we didn't have any guests to ring our door bell until about a month later that we found out it doesn't ring. We only know if people are at the door based on phone notification. Second - The max recorded and play back length of any videos is 30 seconds. Even if you set it on the system to record more than 30 secs, 30 secs is all you get. We had strangers trespass on our property and the cameras only caught 30 seconds of their initial door knock. After 30 seconds - they walk around our property checking out our place while we watched in horror as the person just scopes out our house - and this was not caught on camera cause of the 30 seconds recording max limit.So you don't have proof that they ever did it. Third - I called and tried to contact the technician to help with this issue - all they did was argue that I was wrong - and that changing the setting only applies to new videos and not old recordings. I am not an idiot! Of course I know that any changes will occur for videos onward and not what was previously recorded. I try to tell them this many times, but they respond with the same automated message or statement. When I finally got hold of a technician - he argued with me that when I go on an App - I should see the 24/7 onboarding option. I did not see this option - he proceeds to tell me that I need to restart the App. I did that many times and he assumes I don't know how to use a phone. He asked me what phone I was using -I replied android. His reply was that he is using an Apple, and has no experience with Android. It was frustrating. Their system/service is a lie and offers you a false sense of security.
  

  Guardian Protection

  Date: 12/06/2023

  Hi *****,I am sorry for the difficulty. I was able to locate the account information associated with your review and escalated your issues to our technical care supervisor. After careful research it was found that the problem is related to an electrical issue at your home. This issue is outside of Guardian's control and will need to be addressed by a registered electrician. Our technical care supervisor has followed up on this review with a call to the premises and spoke to *****, the account signer today, December 6. She acknowledged and agreed that the issue is electrical and is something Guardian cannot fix. She also apologized for the posting of the negative review and explained that it was a result of your frustration, which we fully understand. ***** informed our supervisor that you or she will be reaching out to an electrician to fix. We wish you the best and remain available to you if you have additional questions. Feel free to call us at 1-800-PROTECT ***************).**************************** Satisfaction Advocate

• Review fromJill G

  Date: 11/29/2023

  Re: Guardian Protection ABSOLUTELY has NO COMPASSION FOR THEIR LONG Time CUSTOMERS (10+/Y). RECENTLY, MY FINANCIAL SITUATION HAD changed DRASTICALLY DUE TO UNINTENTIONAL DECLINE AND ONGOING MEDICAL ISSUES. I'm now on disability. DUE TO the unexpected changes,i needed to rid of "NON-ESSENTIALS vs. "ESSENTIAL" BILLs to survive. D/T all my bills 3 months behind, i asked GUARDIAN Protection to cancel my services.well, they were fine with that but, i had to pay my late charges and $750.00 TO cancel contract early, totalling: $986.00. I can't afford this so I asked to be forgiven and only pay 1/2. To consider this,GUARDIAN requested PROOF of Personal information re: health and bank statements. NOTE: IVE BEEN CALLING AND WRITING THEM FOR ALMOST 4 MONTHS BY NOW. EACH TIME I BEGGED THEM TO LOWER THE AMOUNT DUE. THIS WAS GUARDIAN'S OFFER OF RESOLUTIONS:1. CONTINUE THE ($49) MONTHLY TILL THE END OF THE CONTRACT (STILL 27 MONTHS TO GO). 2. IF I WANTED TO DISCONTINUE MY SERVICES, PAY ($750.00) TO GET OUT OF MY CONTRACT "PLUS" MY 3 LATE PAYMENTS ($147.00).3. OR, THEY WOULD ALLOW A "3" MONTH DEDUCTION cost FOR A REDUCED PRICE of $12.00/m. FOR ME TO GET CAUGHT UP ON MY OTHER BILLS.4. OR, BE REPORTED TO A COLLECTION AGENCY. NOTE: Problem: num. 3 Isn't going to help me with a LIFETIME CHANGE, BUY GROCERIES OR PAY ESSENTIAL BILLS TO KEEP A ROOF OVER MY HEAD NOW!!!!GUARDIAN IS A GREEDY,HEARTLESS AND SHOWED NO COMPASSION FOR LIFECHANGING UNEXPECTED EVENTS FOR THEIR CUSTOMERS 10 YEARS+.YESTERDAY,CALLED GUARDIAN AGAIN. AFTER (45 MIN) TALKING TO 3 PEOPLE, MANAGER INCLUDED, (WHICH WAS A TOTAL RUN AROUND).I WAS SO PHYSICALLY AND EMOTIONALLY DRAINED, I ENDED UP PAYING THEM IN FULL $986.00 TO AVOID COLLECTIONS.NOTE: 3. DAYS AGO, I HAD MY 4TH BACK SURGERY. NOW HOME. GUARDIAN TREATED ME AS IF IT WERE A GAME...(MANAGERS INCLUDED),AFTERALL IF I DIDN'T PAY, GUARDIAN WOULD BE OUT OF BUSINESS!! THEY DESERVE A "CLASS ACTION" CONSIDERING THE OTHER REVIEWS I JUST READ.
  

  Guardian Protection

  Date: 11/30/2023

  Hi ****,Im sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is important to us. ******************** consulted with you on your security challenges in 2019 and provided the security hardware needed at your home along with professional installation at a nominal charge. Additionally, in 2021 Guardian professionally installed a new state of the art system in your home at a significant Loyalty discount. Since you joined us as a customer, ******************** provided ******* a day monitoring of your system by the trained specialists at our UL-certified monitoring centers. This service provided alarm signal monitoring and notification to first responders on your behalf during an emergency, based on protocols that you established with us. These services were formalized through a contract signed by you and Guardian. The agreement served to protect both you and Guardian, by defining services to be provided, rates, terms and obligations. The amount you were charged was $963.96, not $986, representing a $750 early termination fee and the previous three months in which Guardian provided monitoring services but did not receive payment. Guardian waived the associated late fees. The contract identified all conditions such as an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. We appreciate your understanding.Sincerely,**************************** Satisfaction Advocate

• Review fromJoseph M

  Date: 11/20/2023

  I've had Guardian Security over 3 years ago. I had a connection problem and asked for repairman to come out. The rep quoted a $75 fee for the serviceman to come out, and 30 for every 15 minutes of service. So that's $105 when the repairman hits the door. This was unacceptable to me so I searched around for another company. I settled on Vivant as they gave me a discount for being a senior and a veteran at a rate $25 cheaper than Guardian. I called to cancel their service and told thar I had a 5 tear agreement and that the early termination fee would be $750. Well uwas ripped off because they never tell you that there is a 5 year agreement, as they rush you to sign. I'd never knowingly sign a 5 year agreement. Anyway I have a 2 year agreement now, and only pay $30 monthly. Guardian still tries to charge you even though you have another company. I'm going to pay them and be finished with the company. I don't like to be ripped off! The early termination fee should be a main topic in the original conversation. They hide it in the small print.
  

  Guardian Protection

  Date: 11/30/2023

  Hi ***,It appears you were a satisfied customer for three years and we wish that we could have had the opportunity to continue protecting you throughout the duration of the five-year agreement that you signed. In 2020, Guardians authorized dealer consulted with you on your security challenges and handled all aspects of the sale, including the cost of the installation and negotiation of the terms of the Sales and Installation Agreement and Monitoring Agreement. From the time of installation on, Guardian provided 24-hour a day monitoring of your system by the trained specialists at our UL-certified monitoring centers. This service provided alarm signal monitoring and notification to first responders on your behalf during an emergency, based on protocols that you established with us. These services were formalized through a contract signed by you and Guardian. The agreement served to protect both you and Guardian, by defining services to be provided, rates, terms and obligations. The contract also identified all conditions such as an early termination fee that *** apply if you wish to cancel prior to the end of the initial contract period. We appreciate your understanding.Sincerely,**************************** Satisfaction Advocate

• Review fromJoyce B

  Date: 11/06/2023

  I had been with Guardian Protection for over2 years almost 3 and I moved from **********, ******** to *********, ********. The representative came to ********* and installed the equipment when I had no internet and was moving in. There was a storm and a tree fell down and we had no electricity and no security . When I called my electrivian he said there was no security on any of the doors except the back door. When I called to return the fauty equipment they told me to trash it. The electrician told me it was a piece of c*** and reccomended I did not use them. They overcharge and keep billing me for a service They have not provided. My contract read I could cancel within 3 days. They would not receive my email. That is fraud and they keep billing me for services I have not recived and do not want. They offered to send out another rep and install new equipmentand I told them exactly what my electrician said. Interesting the old equipment I had they would not allow me to use so they could bill me for the new c*** they installed. NO company or business should be allowed to charge for defective equipment and service. Please help me stop them from doing the same thing to another elderly person . Also help them stop charging me
  

  Guardian Protection

  Date: 11/15/2023

  Dear *****, I am sorry that you have experienced issues in your new home and with your electrician. Your review prompted a thorough examination of your account and the recorded phone calls with Guardian representatives to identify possible errors on our part. With regard to Guardians installation appointment, Guardian could have easily scheduled the installation for a later date, but on July 18, 2023, you indicated you should have internet service as you just had to connect some ******* equipment. Unfortunately, you did not mention that July 24, 2023 was the day youd be moving in; if you had, we would have insisted on scheduling the installation another time. Regarding the Qolsys IQ4 system installed on July 24, 2023, our records clearly indicate a Front Door, Garage Door, Basement Door, and Motion Detector were tested into our monitoring center when the system was installed. You contacted Guardian on August 2 to dispute a bill for the installation you had negotiated in a one-hour phone call on July 18, stating the installation was to be at no charge. A review of that call found that a $249 installation fee was quoted to you, as well as the term, and the fact Guardian agreed to honor the discounted monthly fee you had at your previous home. Our representative also noted the offer would be less expensive than billing time and material rates to install your old equipment in your new home. The first time you mentioned you may consider canceling the service at your new home was August 2 -- fifteen 15 days after you signed the new agreements and nine days after the installation.Regarding equipment issues, there were no equipment issues reported other than a phone call on August 3 informing Guardian of the loss of electricity and system communication due to a downed tree. While you said youd call back, a representative called later that morning and left a message reminding you to call us once the power was restored. Guardian found that at no time, during any call, were you told to trash the equipment. You called back on August 14, at which time Guardian offered you a free service visit to assist you with getting the system powered up and running again, but you declined. The offer of a free service call still stands, as does the need for payment of the account balance. Should you elect to terminate the agreement early, you will be responsible for paying the current account balance as well as Early Termination Fee per the terms of your Monitoring Agreement dated July 18, 2023.Sincerely,**************************** Satisfaction Advocate

• Review fromDiane G

  Date: 10/16/2023

  The loyalty representative was excessively rude and defensive when he solicited honest feedback about Guardian *************** and the product. Instead of being courteous and offering a way to work together, the representative was argumentative. It appears that customer service is not uppermost in this companys agenda. I can hardly wait until my contract is over. I look forward to having decent equipment and customer support.
  

  Guardian Protection

  Date: 10/27/2023

  Hi *****,I am sorry for the frustrating experience.. Our customer care specialists have a passion for what they do and your experience does not represent the standards to which we aspire. I have escalated this to our supervisor and I understand that she has been in contact with you, has scheduled service for you, and is working together with you to resolve your issues. We look forward to regaining your confidence in Guardian. Sincerely,**************************** Satisfaction Advocate

• Review fromJennifer W

  Date: 09/25/2023

  BUYERS BEWARE. If you want home security, then look somewhere else. This company is money hungry! They installed a faulty doorbell but said they could come look at it for a fee and then we would have to pay to replace it. To cancel services, we would have to pay another fee. They are not friendly to work with. Please learn from my mistake of using them for the awful non working alarm system that I am stuck with.
  

  Guardian Protection

  Date: 10/06/2023

  Hi ********************,This issue was escalated to our Loyalty Liaison. She informed me today, October 6, that your components were within the warranty period and that Guardian has installed a new video doorbell at your home. We received word today from your husband that everything is working great. We are glad to have been able to resolve this issue for you. Sincerely,**************************** Satisfaction Advocate

• Review fromLaurie

  Date: 09/13/2023

  Gaurdian protection has no loyalty to long time customers . 25 yrs. I called to see about an upgrade. They said I verbally agreed to pay 1100.00. I can’t image doing that because I’m cheap. (Lol). I also signed an agreement for this. But who reads those. I will from now on. They said they have it on recording that I agreed to that but I have to get subpoena to hear It . It’s my voice why should I pay. So I have to pay but since I’m a long time customer they’ll give me 6 months. Gee thanks. If anyone knows how can get out of contract or get the fees waived I’d love to hear it
  

  Guardian Protection

  Date: 09/21/2023

  Hi ******,Thank you for being a loyal Guardian customer and happy to see that you have been satisfied with our security system and 24-hour monitoring services for many years. We take your concerns seriously because customer satisfaction is very important to Guardian. An updated smart home security and surveillance system was installed in your home on August 14. 2023. While you made significant investment with the installation, Guardian also made a significant upfront investment when the new electronic security hardware was installed and activated in your property. Guardian recoups its cost through payment of the installation fee and monthly service charge over the initial contract period. This is the reason an early termination fee will apply if you wish to cancel prior to the end of the initial contract period. The contract also serves to protect both the consumer and the provider, by defining services to be provided, rates, terms, and obligations of each party. I understand from our Loyalty liaison that an excerpt of your phone call has been obtained and can be played for you. Our Loyalty liaison has left a message asking you to call to coordinate a date and time when this can be done. Can you please give us a call.Sincerely,**************************** Satisfaction Advocate