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Guardian Protection

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8.6

Overall Score

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Robert Caplan Conshohocken, PA

Awesome installation and training on alarm system by Betsy from Guardian Protection. Betsy was knowledgeable, extremely professional and helpful. Great experience!

2 years ago

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Reply from Guardian Protection

Hi Robert,
I am happy to know that your installation was a five-star experience and that our professional technician took the time to train you on your new smart home system and answer all of your questions. Our techs love what they do and a professional installation makes all the difference. So glad you enjoyed its benefits to the fullest. I will be sure and pass along your comments to our tech's supervisor. They are greatly appreciated. Thank you for choosing Guardian, Robert. Life is better when it's safe.
Mary Lynn M.
Customer Satisfaction Advocate

Nov. 10th, 2021

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CREED L WAIT Fort Worth, TX

Over two years ago I contacted Guardian Protection and asked them to activate my security system. I also asked that two cameras be place d on the front of my home and one at the rear. A service person came to the home and activated the system and placed a doorbell camera. I was not provided with a manual on how to operate the system. The requested cameras were never installed. The doorbell camera stopped working after a few months. If I have a prolonged power outage then the alarm goes off and I can't turn it off. It goes off for hours. I have to get a sleeping bag and sleep in a lounge chair in the backyard in an effort to try and get some sleep. When I have called the company to complain they are very focused on, "Who was was the salesperson that you spoke with on the phone when you placed your order?" How am I supposed to know that? My response is, "What was the name of the checker who sold you your groceries last Wednesday?" This company is VERY focused on getting paid but their alarm system is a total failure, they do not provide the agreed upon services, they do not fulfill their contract, Despite all of this, they want to be paid.

2 years ago

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Reply from Guardian Protection

Hi Creed,
I am sorry that you feel this way. When you reached out via Facebook in January 2021, our team followed up and attempted to make contact with you multiple times with no response. Our supervisor attempted to reach you by phone twice in January and once in February wanting to work with you on your issues. Each time, no one answered and the message received was that the voice mailbox was full. In a continued effort to make contact, our supervisor also emailed. The first email was sent January 21, 2021 at 8:40 a.m. We received notification that the email had been delivered but we did not receive a response from you. On January 29, 2021 we emailed again at 12:44 p.m. Again we received no reply. Given that we received no response to our efforts to connect and resolve the issues and given that no payment had been made since June 2020, the account was referred to a third party. Please feel free to reach out to them with any questions.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Aug. 17th, 2021

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Roger Pettus Charlotte, NC

TERRIBLE start with this company! This is first 2 months: 1_ Camera installed without protection cover for wires. The wires got wet and burned camera. They had to order more parts. Camera been out for almost a month. 2_They did not install everything in the contract. 3_Did not leave or ask if we would like any logos 4_They sent out a technician with little to no experience to cover for another. Zero accomplished waste of everybody’s time. 5_The LeGrande Digital Audio does not work properly…had to order another part. 6_The motion detector does not work and didn’t learn that until after a week’s vacation. Glad the thieves were not lurking around. 7_Orders not communicated from tech to customer support. 8_To top it off spoke to a manager and she wrote down all of these issues and promised she or another manager would get back before close of business…but to be consistent with her subordinates, never heard back so another angry customer has to call back tomorrow. Please DO NOT use this company if you want protection. I would never recommend. Way too expensive…low quality and service.

2 years ago

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Reply from Guardian Protection

Hi Roger.
I am sorry for the frustration. I would like to get you assistance on these issues. I am unable to locate your account in our database. Will you please email your account information (name, premises address, phone number) to [email protected] so that I can escalate to our supervisor. I look forward to hearing from you. Thank you for your patience.
Mary Lynn M.
Customer Satisfaction Advocate

Jul. 14th, 2021

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Chris Springfield, PA

Betsy, our technician, was very efficient with her time. She took the time to run me through all of the new features with my upgrade and ensured I understood everything.

2 years ago

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Reply from Guardian Protection

Hi Chris,
Thank you for taking the time to review us. I am glad to hear that our professional technician was helpful and took the time to make sure you understand what was done. Thank you for choosing Guardian Protection.
Amy,
Customer Satisfaction Advocate

Jun. 10th, 2021

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Becky Shook Dallas, GA

BEWARE OF THIS COMPANY!!! We built a house in 2017 and signed a 60 month contract with guardian. Fast forward to 2020 when COVID hits and my husband loses his job, FORCING us to move out of state. The new owners don’t want to have an alarm system, fine...... however Guardian is making us pay $50 a month for 2 years to complete the contract or $700 for early termination even though we had to move for unforeseen circumstances to a state that Guardian does not service. They claim to be “ethical” and say they “care about their customers” however, their actions are far from it. They are capitalizing on their customers hardships and misfortunes. SHAME ON YOU, GUARDIAN. Nothing but a greedy company. Find a different security system company!! At least make sure you can carry the service with you anywhere you move.

3 years ago Edited September 14, 2021

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Reply from Guardian Protection

I’m sorry that you feel frustrated with this situation. We take your concerns seriously because customer satisfaction is very important to Guardian. Because Guardian makes a significant upfront investment when new electronic security hardware is installed and activated in your property, the costs of such hardware are recouped by the provider over the initial contract period. This is the reason an early termination fee may 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 that our customer care team will be reaching out to you in the next 24 to 48 hours.
Sincerely,
Mary Lynn M.
Customer Satisfaction Advocate

Feb. 16th, 2021

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Fred Englewood, FL

Harry was professional and courteous! I would recommend Guardian based on Harry and Darla. Harry walked us through how to use the system which was extremely helpful.

3 years ago

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Reply from Guardian Protection

Hi Fred,
Thank you for taking the time to review and rate us. I am happy to know that our professional technician and our professional sales consultant were courteous and helpful. We know how much our customers appreciate good, understandable explanations in operating the system to its best benefit. So glad that your experience with us reflected this. I will be sure and pass along your compliments to our team members' supervisors. Thank you for choosing Guardian Protection. Life is better when it's safe!
Mary Lynn M.
Customer Satisfaction Advocate

Jan. 29th, 2021

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Ab134 San Antonio, TX

Miguel, the Installation technician was friendly and very knowledgeable and answered all our questions and made sure everything was working correctly before leaving.

3 years ago

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Reply from Guardian Protection

Hi Miguel,
I am happy to know that our professional technician was friendly, knowledgeable, and answered all of your questions before leaving your home, You are all set to enjoy the benefits of your new Guardian smart home security system! Our techs undergo many hours of training so that they can provide the best service experience for you, our valued customer. Welcome to the Guardian family!
Mary Lynn M.
Customer Satisfaction Advocate

Jan. 27th, 2021

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DEE B District Heights, MD

The technician was professional and he answered all of my questions .took me step by step how to set up my app and he also trained me on how to operate the alarm system

3 years ago

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Reply from Guardian Protection

Hi Dee,
Thank you for taking the time write and tell us that our professional technician took the time to answer all of your questions and show you step-by-step how to use the app and operate your
Guardian Protection smart home security system. We take pride in that our techs undergo rigorous training so that you, our valued customer, can get the most from your Guardian system. Life is better when it's safe! Thank you for choosing Guardian. We are honored to have you as our customer.
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 9th, 2020

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Kathleen Smith ,

I have made 3 calls already in August, 2020 for a service technician to come out to my home and tell me why all of my cameras are not working. I am always told a technician will reach out to me within 24-48 hours. I have yet to receive a response. I myself have worked on trying to find the problem for almost 4 hours-still does not work properly. I have been told that I have been moved to high priority 2 times and no results. There has been trouble with things being stolen from my neighbors as well as myself. What good is having cameras if they don't work when you really need them to catch the people that are invading my privacy? By the way, I am single and live by myself. Great security protection.........

3 years ago

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Reply from Guardian Protection

Hi Kathleen,
Thank you for providing your information. I have spoken to members of our customer care and dispatch teams. I understand that Brian has called you to make you aware that the parts have been shipped and are due to arrive early next week and that they are working to schedule a service tech for next week. I was glad to hear that they were able to reach you today and that you were satisfied to receive that information. Please don't hesitate to reach out if you need anything else.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Aug. 21st, 2020

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Erin Baima Irving, TX

This company is alarm ROBBERY, do not sign a contract with them!! We signed up for a five year contract a little over three years ago at our townhome and then decided we were going to move because we had outgrown the space. We assumed we would just be able to transfer our service but that is NOT the case. The only options we have – cancel the contract for $1250 or “transfer” the service which is essentially signing up for a new service for $900 and then you must RESTART your contract. What a way to reward loyal customers, right!? DO NOT go with Guardian!! You will not be able to get out of your contract no matter what the circumstances.

3 years ago

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Reply from Guardian Protection

Hi Erin,
I am sorry to hear of your frustration. I have located your account and am escalating your concerns to our management team. You should be hearing from them in the next 24 hours. They will contact you by phone at the number we have on your account.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Aug. 14th, 2020

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Tracey Downey Lutherville, MD

We were with Guardian for 12 years, paying our bill every month on time. I sent email to cancel when we moved and received a bill for late payment at new address. I called and they said they tried to call me to verify new address but I had no messages from them. Poor customer service! The person I talked to sounded like a robot and kept repeating the same thing to me about trying to call and saying he’d cancel as of today. I would have expected at least a partial bill since we were not at the address for 2 Months. Didn’t even credit from the time I called, but charged us for full month. Would not recommend after 12 years, So petty over a few dollars.

3 years ago

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Reply from Guardian Protection

Hi Tracey, I'm sorry to see you feel you had a 1-star experience after 12 years. We will use this to coach our representatives and please let us know if we can help with your security needs in the future. - Nathan D

Jun. 22nd, 2020

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Walter E. Phillips Brooklyn, MD

I love the overall experience I got from the company the price was reasonable but I wish I could have kept my ring doorbell instead of using theirs the company should look into incorporating ring doorbell into their system

3 years ago

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Reply from Guardian Protection

Thank you for the constructive feedback Walter; we are appreciate of your business and will work hard to bring you peace of mind every day.

Jun. 11th, 2020

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DeeDee Liddell Ft. Washington, MD

From the sales person, Diane to the installers, Patrick and Jeff, they have all been informative and knowledgeable in installing our system. A wonderful experience.

3 years ago

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Reply from Guardian Protection

Hi DeeDee,
Thanks so much for taking the time to leave Guardian Protection 5 star feedback. We appreciate your continued business very much!

Jun. 1st, 2020

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Alan Shamblin Reston, VA

Jeffery came into the home wearing a mask and foot covers. He did an excellent job while he was here for over 3 hours. Very professional person and good work.

3 years ago

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Reply from Guardian Protection

Hi Alan,
Thank you for taking the time to share great feedback for Jeffery! Guardian Protection is proud to help protect your world every day.

May. 27th, 2020

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Robert Bosilovic Eighty Four, PA

Chuck from Guardian did my install and is a true professional...extremely knowledgeable and explained/showed how everything works. Extremely pleased with everything.

4 years ago

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Reply from Guardian Protection

Hi Robert,
Thank you for being a part of the Guardian Protection family! It's great to hear Chuck made sure you were comfortable using the new security system and we look forward to providing you additional peace of mind every day.

Mar. 25th, 2020

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Mayela Salinas San Antonio, TX

Our service technician was really awesome he made us feel comfortable in our home and know exactly what he was doing and explained everything correctly

4 years ago

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Reply from Guardian Protection

Hi Mayela,
Thank you for choosing Guardian Protection! This is so awesome to hear and I will be sure to share your accolades with Miguel and the team! Stay safe with home security by Guardian.

Mar. 23rd, 2020

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Nathan E Shugerman Huntingdon Valley, PA

I was a customer with guardian since 2001. In January 2020 my contract was up and I was going to upgrade to cameras on the security system. I contacted guardian and the woman told me cameras are only guaranteed for 90 days and all other alarm companies only cover them for 90 days also. Well I found out that was a bold face lie. All the other alarm companies cover their cameras under the maintainence agreement. Not guardian. If camera goes bad after 90 days they SELL you a new camera. They must be using lousy equipment I guess So I left them.

4 years ago

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Reply from Guardian Protection

Hi Nathan,

Thank you for your business over the years, I'm sorry to hear you found our prices were not a good fit for you and we wish you peace of mind moving forward with your new security provider.

Feb. 6th, 2020

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Justin Washington, DC

I have had Guardian Protection Services home security/ fire/ carbon monoxide alarms systems since 2013. On September 16, 2019, I called Guardian Protection Service to inquire about service coverage as a result a fire occurred at my property on September 11, 2019. I, the homeowner, was away in Europe for travel. I nor my designated family members received any notification of a fire at the property. The first communication with your representative informed that I did not have monitoring service rendered by Guardian Protection Services since May 17, 2019 and that no notification to the fire department occurred September 11, 2019 from their entity. This scenario of disconnection of monitoring service for the mentioned property is misleading as there have been constant month on month billing for security services since May 2019 to date and the representative informed that all month on month billing since May 2019 has been paid. She then proceed to say billing was TURNED on in error. I asserted that this is not an error as this misleads me to believe I had coverage and monitoring services. No notices were sent that I needed to reinstate service, apply for a new contract, or refunds for payments as monitoring service was discontinued. The billing without coverage/monitoring/ service is misleading in that there is an account number associated with the billing each month. I received billing in the form of mail and email. I can access Guardian Protection Services website account billing to pay for services according to billing notifications. Therefore, no error has been performed but false representation of services and misleading a consumer in unfair practices. This practice of billing lasted for months and there is no indication that this would have stopped or I ,the consumer, would have been notified of this issue, refund issued, or clear communication to reinstate services is necessary. I have asked that this matter be escalated for arbitration with Guardian and have received coercing e-mails/ communications threading to cut off services that were not instated properly since May 2019. Guardian refuses to address the evidence of their negligence even when they requested to see reports of the fire. Now all my calls have to go through a credit manager and she has not addressed any of my concerns and acts as an agent to issue out ultimatum communications of ceasing services ( that are not instated since May 2019 due to Guardian negligence) and that billing was not applied after I reported this negligence. However, Guardian Protection Services continued to bill me from Sept. 2019 - Dec. 2019. Over the past months, I have continued to receive mistreatment from Guardian with the latest regarding being kept from a legible copy of my contract signed. They informed me that the Loyalty Department can explain the contract, but not provide me a clear copy. Now I have been told I am not allowed to know my terms from the contract unless a credit manager supplies this. She has not returned any of my calls since September 2019 and provides nothing in the form of e-mail to address my issues escalated to Guardian Protection Services. To date, a current list of negligence Guardian Protection Services performed for account: 1. Billing without monitoring services May 2019 -Sept 2019 2. Failure to correct billing negligence or inform customer of the occurrence. 3. Failure to notify the fire department of fire Sept 2019 or back up contacts on the 2017 contract. 4. Failure to address negligence reported 9/16/2019 and issuance or coercing/ ultimatum communications to reactivate monitoring. In addition, reactivation of monitoring outside of protocol. 5. Sending coercing/ ultimatum e-mails insisting billing had ceased since Sept. 16, 2019, but there was billing in the amounts $212.64 and $205.20. Then removing billing without addressing the customer concerns Jan 02/2020. 6. Negligence to provide a clear copy of 2017 contract and thwarting consumer (Justin Wilson) to have access to this information without a credit manager’s consent.

4 years ago

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Reply from Guardian Protection

Hi Justin,

I understand you are working with a Customer Care Manager and we are working towards a resolution.

Jan. 6th, 2020

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Michael Hemphill Goose Creek, SC

Worst security service on the market. Equipment is unreliable, customer service is non-existent unless you owe them money. Twice I set off the smoke detectors and called right away to cancel the call. Both times the fire department showed up because Guardian never cancelled the call. Throughout the time I was under their spell, I frequently received robo calls at 8:30 Sunday mornings to remind me of some unimportant function or give a recap of past activities. After two years of trying to communicate with a human, I disconnected the system. Now I got recurring robo calls to tell me the system would not communicate. I called several times but only reached voice mail. No one ever returned my calls. I even left messages on their website contact section and never heard back from that either. Then I moved across town and finally was able to contact a human to have the service moved to the new location. They told me that they no longer offered service in my area and could not move the system. Ok, so I guess I need to cancel the service. Not so easy. Only if I paid a $750 early termination fee, even though the termination was their doing. There was no negotiations. Their account techs used strong arm tactics, refused to cancel the monitoring and continued to bill for months. I would NOT recommend Guardian for anything and I’m surprised this sham is still in business.

4 years ago

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Reply from Guardian Protection

Hi Michael,

I'm sorry to hear of the frustrations. We did look into your dispatches and we called the primary number first, but no answer – notified AHJ – spoke with the customer who reported accidental alarm – we notified AHJ to cancel. I confirmed policy with AHJ that once they are notified they send someone to check it out regardless of an alarm company’s subsequent cancel request. Also, our Customer Loyalty specialist Debbie has left you voicemails to discuss your account further if you could please return her call at your convenience.

Dec. 20th, 2019

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Lily Zu Warren Township, NJ

If I can give zero stars, I would. We bought the house that had existing old sensors in it. They lured us into a long term contract with no equipment charge. Not knowingly the existing equipment is very old. They replaced none working sensors at the time. But after a few months, the other old sensors started acting up here and there. They charge $25/visit. We are tired of being charged to replace the old and failing sensors and complained that it is not fair for being charged over and over to replace the old sensors that we were given by Guardian without a choice as a new customer. It is as if you were buying a new car but given a new car with a used engine, then you have to pay to repair the old engine. They were saying the $25 is fair, but they were not fair to give a new customer a used engine in the first place. Claiming repair charge is fair has no relevancy in this situation.

4 years ago

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Reply from Guardian Protection

Hi Lily,

I apologize for the frustration you feel, I have located your account and will have a Customer Care Supervisor reach out to see how we can assist you further with the service billing. Thank you for your business, we are proud to help protect what matters most.

Dec. 11th, 2019

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Diane Upper Marlboro, MD

Guardian addressed all my security concerns and provided an excellent security package. The Representative was highly knowledgeable and professional.

4 years ago

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Reply from Guardian Protection

Hi Diane,

Thank you for sharing a wonderful sales experience. Guardian Protection is dedicated to providing you with top of the line security services at a competitive cost.

Nov. 25th, 2019

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Othniel Badea Pennsburg, PA

UPDATE: Guardian contacted me on 11-18-2019 and resolved the issue + went above and beyond. Really glad things worked out and I was able to stay with them.

4 years ago

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Reply from Guardian Protection

Hello,

Thank you for sharing helpful feedback. I've been advised that you have worked out a satisfactory resolution with our Customer Loyalty supervisor Lorena, please let us know if we can be of any further assistance!

Nov. 19th, 2019

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VICTOR S MERCED Dallas, TX

Guardian like for us the clients to add stuff to our service like; cameras, thermostat, door bell, etc... Then when those equipment stop working we have to pay redicolus amount of money for labor and parts. My ring bell stop working after a year of use and Guardian charge $250 for the bell which was online for $115 and charge me another $125 for labor. The Tech was in my place only 15 minutes. I am completely disappointed. I will cancel my service as soon my contract expire.

4 years ago

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Reply from Guardian Protection

Hi Victor,

We are sorry to hear of the frustration with the service charges. After seeing your review I had a member of the Customer Loyalty team reach out to help and I've been advised you came to an agreement on a credit. Thank you for being a loyal customer and please give us a call anytime we can be of further assistance.

Nov. 7th, 2019

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M. Crockett Lansing, MI

I am disappointed that this company does not have a cancellation policy. You are responsible for the service for five years. I was not told this at the time of signing the contract. I moved and no longer need the service and I was told I still have to pay. Even if you sell your property you still pay whatever is owed on the contract. Also, the contract automatically renews every five years unless you write a letter and tell them to cancel the contract at the end. Very disappointed! All alarm companies in Michigan have a cancellation clause! I have spoken to several attorney's and they all find this unbelievable!! M. Crockett

4 years ago

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Reply from Guardian Protection

Hello,

We are sorry to hear of the frustration. Guardian provides a highly discounted security system with professional installation in exchange for an agreed upon term of monthly services. The monthly services allow us to recoup these investments over time. If you cancel early there is an early termination fee; please message here or email if I may have a supervisor look into this further for you.

Aug. 22nd, 2019

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Mike Palmdale, CA

I had Guardian, from the first day my cameras were installed, I had many problems, I had the services man that installed the cameras back at my house to fix the problem. I was sold updated cameras which cost $700.00. They had many problems. Things got so bad we no longer used the recording device or the cameras; they just hang on the house. I found out that even though the cameras do not work I have been getting a $6.00 fee for the cameras for the past 5 years. They are very expensive system

4 years ago

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Reply from Guardian Protection

Hi Mike,

I'm very sorry to hear of the issues with the cameras. Please message here with your address of service so I may have these concerns escalated for you. Thank you for the helpful feedback!

Aug. 21st, 2019

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Sujan Roy Chester Springs, PA

Never ever take this one, you can have same features of security at less than half the price. They will be sweet when you sign contract and then you cannot come out of it in 3 years and you will keep paying 50$ + every month for 36 months for a foolish service you can get at 10$ in market. Never trust these people. Never. Hello Guardian Team - I know your standard justification which is one side of the reality I was buying my house from the first time and obviously inexperienced in a lot of things when someone in design center approached me and I decided to buy Guardian. I never thought that I will be cheated - market products at much less price. The girl who approached me told about the agreement and I thought if I have a bad experience I can return, but I was trapped by the time I got to see my house. Initially when I was sold the agreement I was told all burglary including windows will be covered at this price, but I was mistaken. When I got the demo after I moved in the guy did it for 10mins and I understood it was a big mistake buying this. I know you will not do anything to this email but trash it but I work with IBM and I tell all my friends who buy house not to buy Guardian security as it is a money making trap. Issue is a. The way in which your sales person approach and provide information - seems to a new homeowner that they provide something exceptional - Please ask your sales person to say that similar products are available in the market and you can install this later also when you wish - (you normally play the trick here by not saying this) b. You should say clearly that this contract is for 3 years and has a lot of cost associated with infrastructure and once installed you have to bear the cost even if you feel it was not required. Agreement will stand even if you think market competitors are half the price - your salesman should say this while selling - you will not sell a single agreement c. Make aware of the customer of your product but demonstrate it and ask him to check the market for competition I would never have gone to you if you followed the point a. b. c. and now you know you cannot get a repeat business ever with your existing sell strategies Thanks Sujan Roy

5 years ago

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Reply from Guardian Protection

Hello Sujan, Thank you for sharing feedback on your customer experience. Guardian Protection makes a large investment when installing or upgrading a security system in your home. In exchange for signing a monitoring agreement you get a discounted installation cost. The agreement helps us recoup our investments in you over the length of the signed agreement. If I can better explain or have a supervisor reach out to review your situation please private message here or email . Sincerely, Nathan D Customer Satisfaction Advocate

Mar. 4th, 2019

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Deepa Moorestown, NJ

Just bought a new house and we don’t even live there except over 2 weekends a month. First had smoke signal issues with guardian and the technicians could not catch that until their 4th visit and now having false motion detection issues from which the police were called several times. The manager Felipe said they cannot waive the bill and the only thing they can do is to bring another technician out there to figure out what’s going on. They didn’t care that the township was charging us money for false motion detector issues and bringing the police out. Guardian says we should pay for that! They didn’t care that I was woken up at 1am for a false motion detector that caused me to worry. They said oh well... actually Felipe said oh well. I would never use this company

5 years ago

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Reply from Guardian Protection

Hello Deepa,

We apologize for the issues and understand this can be a frustrating situation to deal with. While it's true Guardian can't waive fees accessed to you by the local municipality as we do not bill that; a lot of times you can show the work order of us servicing the system to help with the municipality fines. Please private message here if I can assist further. Thank you

Feb. 27th, 2019

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Doris Cain Media, PA

Wayne from Guardian was prompt and efficient in re-locating our smoke detector. He explained and demonstrated reason for necessary movement of the smoke detector.

5 years ago

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Reply from Guardian Protection

Hi Doris,

Thank you for being a 5 star customer! Guardian Protection is honored to be your home security provider and we will be sure to share your accolades with Wayne. We are also glad to hear you have the smoke detector as it brings 24/7 peace of mind.

Feb. 14th, 2019

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Leslie Bear, DE

Very informative and helpful. He explained features in the app that I never knew and offered helpful options to areas that were weak that can use another sensor.

5 years ago

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Reply from Guardian Protection

Hello Leslie,

Thank you for sharing great customer feedback. Guardian Protection is dedicated to offering smart security solutions to our customers and protecting what matters most.

Jan. 24th, 2019

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The Trans

We think the monthly charge is too expensive. We feel so stuck and trapped in a 5 year contract for that high monthly rate. The sales guy who came to our office was so aggressive, we felt forced to sign right there and then and now we're stuck with this high bill. Other companies have come to us with a much lower rate for the same or more.

5 years ago

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Reply from Guardian Protection

Hello,

Thank you for taking the time to leave feedback for Guardian Protection. I'm sorry to hear you are not happy with the monitoring agreement. The signed agreement protects the rights of both parties and we attempt to deliver our award-winning monitoring at a competitive price. Please let us know if we can help you get further use out of your security system.

Dec. 27th, 2018

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Valencia

My experience has been exceptional. I think the only thing I can think to improve on is the app. Sometimes it stops working and doesn't connect to the doorbell.

5 years ago

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Reply from Guardian Protection

Hi Valencia,

Thank you for sharing a thoughtful review of your Guardian Protection Services experience. We are proud to be your home security provider of choice.

Dec. 27th, 2018

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Ski

The service itself is good. Feel like I was mislead by the salesmen that initially set up my service. He said he guaranteed the monthly cost would not be raised one dime for five years. But, he did forget to mention that I'd be locked into to a 5 year contract.

5 years ago

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Reply from Guardian Protection

Hello,

Thank you for taking the time to review your experience with Guardian Protection. I'm glad to hear you are enjoying the security system. I'm sorry to hear about the miscommunication, this feedback will help us improve. it is true your price is locked in for the life of your agreement!

Dec. 27th, 2018

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April Smyrna, DE

My overall with guardian is okay, some techs seem to not care. I did have one good tech -Derek. He promised to deliver and he did. He fixed and replaced everything he was supposed to.

5 years ago

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Reply from Guardian Protection

Hello April,

Thank you for the feedback on your customer experience as it will help us improve! I'm glad to hear Derek took care of your issues and we look forward to providing you with peace of mind.

Sincerely,
Nathan D
Customer Satisfaction Advocate

Dec. 10th, 2018

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Skaye Fitzgerald Houston, TX

Yes, Guardian has lower level customers representatives who eager to please customers. As well as, great technicians who are set as territorial, which is great for consistency . However, I have to state, Guardian Senior Management are terrible. Without my permission or without even, which more important, not informing me in advance by taking the time to inform that my contract was sold to Brinks Home Security. Guardian immediately thought I wanted to remain a customer. in fact, so sure of themselves, automatically re-enlisted that intent, at a ridiculous payment plan. I find it arrogant behavior to just without allowing customers the opportunity to decide. Just arrogantly transferring your account without giving any form of notice, verbally or written. Terrible Senior Management Customer Service. I will not receive a response to this review nor will my review be listed among all the positive reviews given on this website. New prescribers beware. OH by the way, Guardian is in reality Brinks Home Security.

5 years ago

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Reply from Guardian Protection

Hi Skaye, I'm sorry to hear about the frustration with the account transfer. Guardian Protection Services is still very much it's own identify and in business however there were some locations that we did not have the best capability to provide technicians and service so these accounts were transferred to Brinks Security. I will provide your name and review to my contact at Brinks to advise them of your dissatisfaction. Sincerely, Nathan D, Customer Satisfaction Advocate

Oct. 23rd, 2018

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Michele D Egrich Bridgeport, PA

Fantastic Job by Bob T, my Service Technician! He's very knowledgeable and always answers my questions. I am also pleased with Guardian's rates....very reasonable pricing.

5 years ago

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Reply from Guardian Protection

Thank you for reviewing your service visit with Bob! I will be sure to share your accolades with him and his supervisors. We are honored to be your home security provider and are here to help protect what you value most.

Sep. 12th, 2018

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Tim Smyrna, DE

My tech, Derek B., did a great job fixing the issue at hand, but he also went above and beyond to help try to resolve another issue with some electrical problems.

5 years ago

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Reply from Guardian Protection

Thank you Tim for reviewing your service visit experience. I'm so glad to hear Derek B did a fantastic job on site. Have a safe day with Guardian Protection!

Aug. 3rd, 2018

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James Morgan Georgetown, TX

My experience has not been good with Guardian. We had basic sound alarm service thru Guardian included with our newly constructed home. They were not responsive to multiple calls inquiring about initial wiring and service setup during the building process. When I was finally able to meet with them, they were less than helpful in listening to my needs in an alarm system and more interested in selling me a “package” deal that included monitored cameras. I heard nothing from them after signing the contract until after closing. When the service technician came to set up our system he was very condescending and told me that the system they had sold me wasn’t appropriate for our home. He talked me into settling for something less than what I had signed a contract for and then, after finally starting installation told me that their doorbell camera wouldn’t work with my doorbell unless I had an electrician come out and modify my doorbell. I told him this was crazy and that I was inclined to just cancel the contract at that point. He called his boss and then told me he would take care of the problem in a few days. I waited but he never called back or returned my calls and never showed up. I finally connected with Guardian’s corporate office- never could find a number for the local branch. They scheduled another technician to come out a week later. He came and, after discovering the same issue with the doorbell told me it was a builder problem, not Guardian’s problem and he couldn’t install the doorbell camera that was included in my contract until I got an electrician out to fix whatever problem he found- it’s still a mystery to me. So, I’m left with two plug-in cameras (originally supposed to be hard-wired, permanently mounted), and a contract that will cost me a minimum of $750 to cancel (according to Guardian corporate who said they would not accept my contention that they had not honored the contract). If it costs me $750, so be it. If Guardian has no integrity regarding contractual obligations and are this irresponsible with installation, I can only imagine how irresponsible and devoid of integrity they would be if we ever had a home security issue.

5 years ago

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Reply from Guardian Protection

Hello Mr. Morgan, I am sorry to hear of your experience. Guardian works diligently to deliver satisfaction to its customers. Since we were not able to reach a resolution with you, I understand the system was removed per your request. Please let us know if we can assist any further.

Jul. 27th, 2018

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Jeffrey Schilling Dayton, OH

Been with guardian in past at former home thought since being a long customer of yours would get better deal ,the monitoring fee was very high much higher than most companies. So very disappointed because we were led to believe would be honored for being former customer. Where was it!!!!

5 years ago

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Reply from Guardian Protection

Hi Jeffrey,

Thank you for the feedback, it will help us improve the consumer experience. While we do value your business, the cost of providing award-winning and professionally installed security services are on the rise; we do attempt to offset the costs as much as possible to our customers. Please let us know if we can ever assist with your security needs in the future.

Jul. 23rd, 2018

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cynthia d Tulsa, OK

Buyer Beware!!. My property was burglarized 2 times, The first time the thieves even ripped the entire security system off of the wall!! Their alarm never went off. Their systems are defective, and Guardian refused to acknowledge this even after a 2nd burglary. The 2nd time the alarm did go off however Guardian did not dispatch the police to my house even though their system was showing that the thieves were present in the home. I contacted their customer service department numerous times but they did absolutely NOTHING!!! except tell me that I would be required to complete my security contract with them or pay them a hefty contract cancellation fee. This company is TERRIBLE!!! If possible I would give them ZERO STARS , I you are looking for a security company steer clear of them

5 years ago

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Reply from Guardian Protection

Hello Cynthia, I'm sorry to hear you feel you had a negative experience. Guardian Protection upholds the highest certifications when it comes to our central station dispatch procedures. I would like to look into your issues if you could please private message your address of services.

Jun. 27th, 2018

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Linda Lassiter Wimauma, FL

BEWARE! The installer was not knowledgeable about the system or he simply lied about the functionality of it. About a week after my system was installed and my initial payment was made, Guardian went back into my account without my permission and took another payment, which was more than the monthly payment. They called it pro rating ahead. They didn’t bill me, and didn’t tell me they were going back into my account. I AM VERY ANGRY because Guardian went into my account without my permission. I want to cancel, but of course I can’t. I signed a contract, which they all make you sign. I don’t want the service, Why make me stay with you? I should have read the reviews first. Allow me to cancel without consequences. I am dissatisfied with the company.

5 years ago Edited September 14, 2021

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Reply from Guardian Protection

Hi Linda, I'm sorry for your dissatisfaction. The reason there is an early termination fee to cancel before the agreement is up is because Guardian makes a significant upfront investment while installing a security system. The agreement helps us recoup those investments over time. An ezpay authorization form was signed to give us the authority to deduct the monthly amount from your account. I apologize if the pro-rated amount was not explained to you. Your feedback will help us improve the consumer experience and please let me know if we can assist further.

Jun. 5th, 2018

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CarolK Cleveland, OH

I have been a customer for 13 years and their service has gone down hill considerably since first signing up. When my alarm goes off periodically for no reason (which is frustrating) they now tell me that they can NOT turn it off remotely. They were always able to do this in the past so I don't know what changed? My boyfriends dog set it off the other day and this time they told me they could turn it off for a TWENTY-FIVE dollar fee. Researching new security companies because I am tired of their high rate and bad service.

5 years ago

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Reply from Guardian Protection

Hi Carol, thank you for the feedback on your experience with Guardian. When you request your alarm to be turned off remotely we need to spend time to dial into your panel and go into the programming, since this is an additional service we do charge for the service. The great news is with our interactive services you can remotely arm/disarm your panel anwhere from your internet-connected smart phone on our free app. If you are interested in learning more, please message me back here.

Sincerely,
Nathan D
Customer Satisfaction Advocate

May. 9th, 2018

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John Modrowsky Florham Park, NJ

I had a wonderful experience getting my alarm system working again. I thank the technician for his professionalism and courtesy as well as his technical expertise!

5 years ago

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Reply from Guardian Protection

Hi John, thank you for the amazing feedback. We are proud to help protect what matters most to you and I will pass along your accolades to your technician and his supervisors.

May. 9th, 2018

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Cecil Southard Ambler, PA

Have used them for several years and have been happy with their service. Had them send a technition today to check the system. She did an excellent job.

5 years ago

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Reply from Guardian Protection

Hi Cecil,

Thank you for the feedback regarding your recent service visit! We are honored to help protect your home and part of that is hiring top-notch technicians to get the job done right. I will share your accolades with her!

May. 16th, 2018

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Sherry Belleville, IL

Joe is a highly experienced Technician who has worked for Guardian for 20 years. He was very knowledgeable, professional and delivered exceptional service! Sherry

6 years ago

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Reply from Guardian Protection

Thank you for the review Sherry! We appreciate the feedback and I will make sure to share your accolades with Joe, have a great day!

Apr. 2nd, 2018

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P McCarthy Spring Hill, FL

customer service associates do that plus some! they always go above and beyond to try to help the customers. they have always found out the answers to my questions.

6 years ago

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Reply from Guardian Protection

Hello,

Thank you for the great customer testimonial! We love feedback and it's great to hear the support has been beneficial when you needed us.

Mar. 5th, 2018

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Rene Hankins Terre Haute, IN

Whenever I have needed to speak to customer service they have been very help to me. In addition, Guardian is easy to use and allows me to monitor the system from my phone.

6 years ago

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Reply from Guardian Protection

Hi Rene,

Thank you for the great customer testimonial. We are honored to provide you convenience and peace of mind with your monitored security system.

Feb. 23rd, 2018

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Joyce Black Reynoldsburg, OH

Security system is user friendly. Telephone staff are efficient, personable and knowledgeable. Technicians are thorough. Just a nice company to work with.

6 years ago

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Reply from Guardian Protection

Hi Joyce,

Thank you for being a Guardian Protection customer! Also thank you for taking the time to leave us a review on Best Company.

Jan. 30th, 2018

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David Campbell

Had problem with motion detector. Was not enabled from the beginning to use with key fob outside of house when setting away mode Technician enabled it, works fine now.

6 years ago

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Reply from Guardian Protection

Hi David, thank you for choosing Guardian Protection! It's great to hear your problem was solved and you are enjoying the security system. Please let us know if you ever have further questions.

Jan. 25th, 2018

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Floyd Wilder La Verne, CA

I agree wholeheartedly with the previous reviewer, they do updates without your knowledge. This morning, about 9:00 the system was in a disarmed state. Out of the blue, the alarm goes off. There are only two possibilities. Either the hardware is faulty or they are tampering with it. I definitely believe it is the later. They could either be doing updates/upgrades or just testing the system. Then they call, they say they can't help you with the code. I've worked all my working days in software, and if they are literate at all in the field at all, then they can help with the code. They lied to us to get the contract to start, telling us that Vivint was going bankrupt, and we needed a new vender. Their support has been null anytime we have needed them, their customer reps on the phone have always been discourtesy, and we will definitely switch once the contract is up.

6 years ago Edited September 14, 2021

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Reply from Guardian Protection

Hello Floyd, thank you for taking the time to share your concern. It is not procedure to make any programming changes to a customer's panel without signed consent. I have located your account and will have a customer care specialist reach out to assist you with your concerns.

Sincerely,
Nathan D
Customer Satisfaction Advocate

Jan. 8th, 2018

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PAUL YOZZO Baytown, TX

First time I called the problem could have been solved immediately if tech had told me to check area batteries instead of leaving house unprotected for 2 days

6 years ago