Guardian Protection Reviews

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

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.........

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.

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.

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

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.

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.

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

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

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.

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.

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.

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.

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

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!!!!

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

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.

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.

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!

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.

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

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.

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.

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

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.

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.

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

We've been with Guardian for over 6 years and they truly go out of their way to make sure you're covered and if there is a problem they take care of it immediately!!

I WAS VERY PLEASED WITH THE SERVICE THAT I WAS GIVING FROM THE TEC THAT WAS SENT OUT TO FIX MY PROBLEM I WAS HAVING WITH MY ALARM THANK-YOU AGAIN!!!!!!!

I signed too quickly, having listened only to the salesman's explanation. He made his sale, but I was snookered. I definitely should have read the contract more carefully. What he explained as a guarantee that the price would not increase for five years turned out to be a commitment to a five-year contract. When I realized how little benefit I was getting for $50/month, I called to discontinue the service. That's when I learned that I was in for 60 months, and if during month number 60 you fail to contact them, they automatically renew your contract on the same terms for another 60 months. So I paid the buyout, which was $1,250. Guardian surely made a lot of money on me, and mainly what I got was an expensive lesson about trusting salesmen.

This company took advantage of my 96 year old mother. I tried to cancel the installation appointment and they refused. The monthly fee ended up being more expensive than they quoted her over the phone. She fell 2 weeks after the installation and was unable to live in her home. They would not cancel the contract and it was for 3 years rather than the 2 years they quoted her. I tried to negotiate the price since she can no longer use the medical alert system, which was the biggest selling point. The only thing they would do was install a security system in our house. I will NEVER do business with this company when they refused to try to work with me. They are not interested in customer satisfaction. They are only interested in profit.