Guardian Protection: Read 4,748 User Reviews From Real Homeowners

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Tracy Haven Pompano Beach, FL

I am very upset I have asked my person who set up my acct. to please show me how to work the camera on my phone, I am waiting on my monies to pay alder off $204.36 I have not received my yard signs all of this was to be resolved I have spoke to Will on the phone twice (the guy who came to my door and set this up) nothing has been done. I am livid. I had alder for years when i agreed to go to guardian he promised he would pay off my existing charges on Alder. he told me he would take care of showing me how to pull up past ppictures on my phone i have since reinstalled my ring because i got o help and last night he was to call me back 10 30 minutes as to where my check was. Never heard anything the yard signs were to be sent to me in a timely manner been weeks.

4 years ago

Reply from Guardian Protection

Hi Tracy,
I am sorry for the difficulties. I have located your account and escalated this to our supervisor. You will receive a callback from us within 24 to 48 hours. Thank you for your patience as we work to resolve your issue.
Mary Lynn M.
Customer Satisfaction Advocate

Jun. 29th, 2021

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Brandi Banks Bear, DE

My experience with Guardian was great up up until I discovered that you cannot access the video feed the doorbell camera while talking on an iPhone. Apparently this isn’t a problem for Android users. When I called tech support to report the issue I was advised it is a well know issue with the iPhone and it is due to a security feature with Apple products. I am a technical support specialist and advised them that isn’t true because the video and mic feeds are on wifi & cell calls are on a different type of signal. I was offered a different upgraded video doorbell. Needless to say the new doorbell has the same problem. My main reason for getting this alarm system was for the video doorbell. If I can’t see who is coming to my door at all times, then it is a not beneficial to my needs. Guardian contacted the video doorbell manufacturer Alarm.com and they weren’t aware of the issue and now are investigating the issue. I cancelled my service with Guardian Services and I am using now using a new alarm company that video is compatible with iphones and allow me video doorbell access at all times even when I am talking on my cellphone.

4 years ago

Reply from Guardian Protection

Hi Brandi,
I am sorry for your frustration and apologize for the difficulties that you experienced. We are sorry to lose you as our customer. I wish you the best with your new alarm company.
Thank you for choosing Guardian ,
Mary Lynn M.
Customer Satisfaction Advocate

Mar. 24th, 2021

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Brooke

First, we couldn't even get them to schedule someone to come transfer the service when we bought the house. Second, the day they were supposed to come between 8-12, but showed up after 1:00pm. Third, we were told we would get all the services the previous owner had for $46, but they didn't include the cameras or doorbell camera. We were told if we wanted to add them it would be another $20 plus we'd have to schedule someone to come out again to “set them up” even though they are already "set up." Now, for the last 2 months we have been overcharged that $20 as if we have functioning cameras when we do not. I keep being told the billing will be fixed, but it hasn't.

5 years ago

Reply from Guardian Protection

Hi Brooke,
I apologize for the difficulty and I understand your frustration. Please email your account information (name. premises address, phone number) to me at wecare@guardianprotection.com and I will escalate to our supervisor so that we can get you some assistance with this.
Thank you very much,
Mary Lynn M.
Customer Satisfaction Advocate

Nov. 23rd, 2020

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Rosemary

Customer service is okay, they are courteous but not fully developed to installation and repairs, and because of everything else, I would not recommend Guardian Protection at all. I’ve had it for 8 months and I haven’t had a full week where everything is working. They need to take some time to evaluate the needs of the property and better upfront analysis of what is needed to make the system work. If it needs things like a google expander, they make that a part of the initial package. I should not have to go out and buy something. Everything is sort of random with their service. I have had things stolen from my house at least twice.

5 years ago

Reply from Guardian Protection

Hi Rosemary,
I am sorry for your frustration. We'd like to resolve any issues with your security system. Can you please email your account info (full name, premises address and phone number) to wecare@guardianprotection.com so that I can escalate to a supervisor.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 18th, 2020

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Skyler Deems Washington, PA

I had my sysytem installed a while back I called because the camera wasn't in the correct place it Took about three weeks to someone to come and move it. The guy they sent just had knee surgery he wasn't allowed to climb any higher than 4 feet on a ladder so he installed my camera AGAIN in the Wrong spot because that's all the higher he could climb. When he had the company call me to hear my complaint it was more like a call for a rescheduled appointment Again they said they couldn't get anyone out to me for 3 weeks I told them that's NOT right for me to have to wait another 3 weeks! Now I have holes drilled into my Brick Home!! and a camera that's NOT in the correct to spot to Secure my home and family!! I told the customer service person to remove my system if they can't get to me faster.. I NEVER Got a call from a manager or anyone for that matter.

5 years ago

Reply from Guardian Protection

Hi Skyler,
I apologize for the issues you experienced with your camera installation. I have researched your account and can see that our professional service technician came to your home on September 1 to correct these issues and I assume that everything has been resolved to your satisfaction. If you are still having problems will you please email me at wecare@guardianprotection.com so that I can escalate to our care supervisor for you.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 9th, 2020

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Sherry Saint Joseph, MO

they lied to me. I've been with Brink's I've been stuck in a contact with Brinks for five years, Brink's called me wanted to renew it I said no I would never sign with Brink's. Three days later they show up in my driveway these people do they said they were with Guardian I said I don't want anything to do with that I've had a really bad experience. They guaranteed me that they were not with them and all this and that so I agreed to do it they had gave me a good price and come to find out I get a phone call from Brink's saying that there's a problem with my system. I go what, did you say you're with Brinks? Because they were supposed to pay off my the rest of my contract and I would never hear from Brink's again, they are Brink's they lied to me so I will never if I can I'm gonna try to get out of this contract I don't want nothing to do with these people, they're not good people, they don't back their products. Five years I haven't been able to use the system I had.

5 years ago

Reply from Guardian Protection

Hi Sherry,
I am sorry for the negative experience that you had. Guardian Protection has no connection with Brinks . Guardian and Brinks are two separate companies. If you feel that you are a customer of Guardian Protection and would like me to get some help for you on your account or with regard to your Guardian system, I would be happy to do that for you. Please email your full name, premises address and phone number to me at wecare@guardianprotection.com.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 9th, 2020

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Julie Riddlebarger

AWFUL. The "salesperson" was incompetent AT BEST. I waited ALL DAY at home for her, but she forgot. When she did come, she was unable to connect my front door lock and was unable to get my control panel to charge. I had to wait for a technician to come - days later (my work schedule is VERY demanding). He fixed one loose wire, then I had to wait for her to come back. She was still unable to connect my door, and spent well over an hour. She also told me - WRONGLY - that my garage door Zwave was NOT included in the smart home package and if I wanted that on my app, I had to pay for security. Due to waiting while she fiddled around with the door, I had to leave and re-schedule her yet again. When she came back, she was STILL unable to activate the door. She told me that it was a builder issue (new construction), and that she would contact them to get it replaced. Due to her LIE about the garage door, I went ahead and agreed to a security package. Again, due to my work schedule, it was almost 2 weeks before a technician could come out to install my security. At that time, he discovered that not only the door but also the garage door mechanism was faulty. I then discovered that the salesperson had NEVER contacted the builder about the front door. So now, I am paying for security but cannot do the things that I should have been able to do FOR FREE - open my front and garage doors. Basically, the only smart home technology that actually works is I can turn on my front light and adjust the thermostat. I now have to deal with my builder's warranty department because Guardian's people took so long to handle my home.

5 years ago

Reply from Guardian Protection

Hi Julie,
Thank you for taking the time to share feedback on your sales and installation experience. I'm sorry to hear of the frustrating lack of followup and if you feel there is still anything Guardian can do to help the situation please use the private message option here to reach out.

Apr. 9th, 2020

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Mavis Kalo

Poor. The only experience that was good so far was the installation representative. I was called for weeks regarding installation when I should have been allowed to call when I was ready. It didn't show customer attentiveness it showed a money hungry company. After installation I called to find out my safe password and spoke to a rude customer representative should have clearly seen from my record that I was a new customer and obviously didn't know what the information was that's why I was calling. I received my first bill 4 days after installation when most company's provide the first bill a month after starting service. I'm being charged for a paper statement and the alternative is to be put on autopay. The paper statement doesn't even have a due date on it which leads to confusion for a new home owner. This whole process has been sad from beginning to end and upon the 3rd year of service which I set on my calendar, I will gladly close this account and change to a more reputable security company who puts the concerns of its customer before its money hungry ways. Hopefully the company fails before the 3 year point because this kind of service can't be sustainable for very long.

5 years ago

Reply from Guardian Protection

Hello Mavis,

I'm sorry to hear you are unhappy with the customer experience; we would like to coach the representatives involved if you could please private message your address of services here. Thank you for the feedback.

Feb. 26th, 2020

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Jessica

Technicians who come to the home are friendly and knowledgeable in their work. Problem is they charge you an arm and a leg for something that technical support over the phone could have and should have known how to fix. Customer service and their supervisors are of no help as they too are not knowledgeable and are unsupportive. The service constantly loses connection and is something I have to deal with regularly, I never have internet connection problems with anything else other than the connection to the alarm system. How can I trust my home is actually being protected if the product they sell is low quality.

6 years ago

Reply from Guardian Protection

Hello Jessica,

Thank you for taking the time to leave feedback on your security system. Your experience is not common and I would like to have the appropriate supervisor look into this. We want ot make sure you can use your system as intended and that it brings you peace of mind every day. Please private message your address of service here or email . Thank you!

Feb. 12th, 2019

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Kelsey Bartlett Avon, IN

It's been pretty bad. They have been out to our home 6 times since our install two months ago. The first installer didn't have the WAP we ordered; the guy who came to install that didn't connect it to our internet so we weren't able to use it; the third guy didn't call ahead of time and didn't ring the doorbell, so I didn't know he was there - called you guys and you contacted him, but he told you he had to leave and I would have to reschedule; the fourth appt the guy found a broken part that needed replacing; the fifth visit resulted in him fixing the issue thankfully; the sixth visit was to set up our doorbell camera that had been on backorder. However, he didn't bring the doorbell I ordered (it's still on backorder) and instead installed a different color because "management is trying to force people to take these" so someone will have to come out a seventh time when the right doorbell finally comes in. Not to mention I was being charged for the doorbell despite the fact I didn't even have it until last week. Also, I told multiple technicians along the way that we can't hear the alarm upstairs when we are in certain rooms and was told someone was supposed to reach out to us to solve the issue, but no one has because I have had to initiate almost every single appt and contact with you guys. I've been told time and time again someone would contact me, but they never did.

7 years ago

Reply from Guardian Protection

Hi Kelsey,

I would like to apologize on behalf of Guardian and the lack of customer service you have received. Our goal is to delight each customer on every interaction and I'm sorry to hear we missed the mark for you. I have located your account and will have a Customer Loyalty Specialist reach out to assist, we want to be sure you are 100% satisfied.

Aug. 15th, 2018

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Gabrielle Alvarado New Braunfels, TX

When they did the camera system install, they did it incorrectly. They even put a crack in my ceiling. But, I've been without camera service for over a week now. They no-call no-showed the day they were supposed to fix it, and I called in and said that I wanted to terminate the service. They said they would come out and fix it, so I decided to give them another chance. An hour and a half had passed from the appointment time, so I called in again and they told me that they wouldn't be able to make it out today. I tried to cancel again, they gave me $100 credit to the camera, but they said I would have to pay the termination fee ($700) and the total cost of the hardware. I know it's in the contract, but I got this system for the cameras and they still don't work. I just feel like I've been blown off and forgotten. They also didn't keep the promised billing that they showed to my wife at the start, they came in to do the install and it was way higher. I finally got that resolved after a lot of bouncing around from department to department. After getting everything set up I called later in the evening and the person I spoke to said our payment arrangement was bogus and I had to pay the other amount. I referenced who I spoke to and she said that representative wouldn't be back until Friday. I called the next day (not a Friday), and got it set up again. But, I've trapped myself because I made the first payment which means that now I own the camera system and am locked into it until it's paid off. I feel like I'm trapped by the company. On the positive side, the interface is neat (when it works properly) but I feel like Vivint is more high-definition. In theory it's good, and when it works it should be good, but mine doesn't work. So, I'm stuck making payments on a system that doesn't work properly because it was installed incorrectly.

7 years ago

Reply from Guardian Protection

Hi Gabrielle, thank you for the honest feedback on your installation with Guardian Protection. I have located your account and will have a Customer Loyalty Specialist reach out to you to help with your concerns. We want to make sure you are 100% satisfied with your security system and that it brings you peace of mind.

May. 21st, 2018

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Brett Cresskill, NJ

I have found Guardian's management to be unreliable and dishonest. The technicians have been nice, but are not provided the proper equipment for their visits. The installation has been a multi-month ongoing process, with a little more installed and activated at each visit. I expected all of this to be done as part of the home building/buying process (they contracted directly with the builder, Pulte) and instead Guardian would not complete the job until after I moved in. The equipment is unreliable; the app works part of the time; and Guardian's managers are slow to respond. The installation area was left a mess with wires dangling everywhere. I would advise anyone thinking about using Guardian to think twice and instead look elsewhere.

8 years ago

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Anonymous Woodbridge, VA

Not a good experience so far. Was told when I signed up that I could opt into paperless statements - I was never told this was part of auto pay. So I waived the autopay at installiation and was charged $74. Then, I find out through customer service that the only way to avoid a S2 paperless fee is to use autopay. Which I never wanted, but had to sign up. Then I learn I can't get a refund/bill credit for my $74.

4 years ago

Reply from Guardian Protection

Hi Anonymous,
I am sorry for the misunderstanding that occurred at the time you purchased your system. If you would like me to research your account so that coaching can be provided to the sales consultant who handled your account, or, if you would like the opportunity to speak with a supervisor, please email your account information (name, premises address, phone number) to wecare@guardianprotection.com.
Sincerely,
Mary Lynn M.
Customer Satisfaction Advocate

Apr. 5th, 2021

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Lester Jones

they find ways to charge for notices that's not needed and charge the customer. $2 (Irrelevent PAPER statement in 2021) is why i'm cancelling and finding another service. I had reservations about the 5 year lock in but, still moved forward! I can not deal with the $2 fee when EVERYTHING is online, bill & payment option, so why force $2 on the customer?

4 years ago Edited January 10, 2024

Reply from Guardian Protection

Hi Lester,
I am sorry for the frustration. If you would like to pay your monthly monitoring fee using our auto-pay service, it is a free service - absolutely no cost to you. If you would like to arrange that, please give us a call at 1-800-PROTECT (800-776-8328) and we will be happy to help. In the meantime I have located your account and have escalated your issue to our supervisor.
Thank you for your patience,
Mary Lynn M.
Customer Satisfaction Advocate

Mar. 4th, 2021

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Rebekah Humble, TX

Install was not done properly causing alarm to go off- had to disarm over a month now...camera does not take pictures so half the time we miss who actually comes to our door. The contract agreement was hidden on the amount of years we had to have them until I discovered it and called. The price to install and quality is overpriced and subpar protection. Recieved a letter with blatant lies that they have tried numerous times to contact me...no missed calls or voice messages!!! Late to check faulty installation...and I'm in a contract for 3 years!!!!!

4 years ago

Reply from Guardian Protection

Hi Rebekah,
I apologize for the difficulties you have had. I would like to get you help with these issues. Can you please email your account info (name, premises address, phone number) to wecare@guardianprotection.com so that I can locate your account and escalate to our supervisor. Thank you for your patience and I look forward to hearing from you.
Mary Lynn M.
Customer Satisfaction Advocate

Feb. 9th, 2021

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Kim North Ridgeville, OH

Everything functions how it should in my system except for the app. The surround sound system is terrible and constantly cuts out. The app needs to be fixed and you have to get a specific Guardian router system that sometimes conflicts with your current system. Unfortunately, they haven't been able to resolve a recurring issue I've had on my bill. Every time they tell me it's fixed, I still get the incorrect bill.

4 years ago

Reply from Guardian Protection

Hi Kim,
I am sorry that you are experiencing issues with your system and I apologize for your frustration. I'd like to get you some help with this. So that I can escalate to our supervisor, can you please email me your account info (full name, premises address and phone number) to wecare@guardianprotection.com. I look forward to hearing from you.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Jan. 19th, 2021

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Joan Herzing

Installation was performed on October 16, equipment failed on October 19. Technician scheduled for November 17 and did not show up or call. Waiting for answer for customer care on crediting our account for one month. There should be no question on issuing credit for your equipment that failed. Finally, today a technician arrived and, hopefully, has repaired the system.

5 years ago

Reply from Guardian Protection

Hi Joan,
I apologize for the difficulties. I have located your account and I can see that we issued a credit to you. If you are still in need of further assistance please email me at at wecare@guardianprotection.com and I will escalate to our supervisor.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Nov. 23rd, 2020

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Rebecca Mielish

I feel like I have been conned. I was sold indoor motion detection but never asked it I had dogs. I was sold a door bell camera but never asked it I had a door bell. So I place of a door bell camera I was given an active camera, I asked for a second camera for the back of the house and now I'm being billed $400.00 for which I was never told what the price would be before installing it.

5 years ago

Reply from Guardian Protection

Hi Rebecca,
I am sorry for your frustration. I have located your account and have escalated the issue to our customer care supervisor. You will receive a call within 24 to 48 hours. Thank you for your patience.
Mary Lynn M.
Customer Satisfaction Advocate

Nov. 17th, 2020

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Verified Customer

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Janice V. Guerra

So disappointing. Full disclosure from sales person regarding cancellation. I want to cancel contract and was never told that it would cost $750.00 to cancel and I had indicating during his presentation that I would be determining is I would keep system AFTER 30 days. I and my daughter mentioned that SEVERAL times. He said "you can cancel anytime," but NEVER ONCE said that there would be a cancellation fee AND that it is a five year contract. Noone reads a contract but depends on the Sales Representative to be honest and forthright.

5 years ago

Reply from Guardian Protection

Hi Janice,
I'm so sorry to hear the agreement wasn't reviewed with you in full in person. I will make sure this is addressed with the sales representative for coaching purposes.

Jul. 22nd, 2020

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James Maxwell West Chester, PA

We were a customer for over 16 years (two houses) and then, due to an unplanned situation, I retired from the US Dept of Veterans Affairs (22 years of federal service), sold the house and moved to an apartment. Since the new home owners did not want a system, Guardian is making me pay two years of fees for doing nothing. I will never use them again...ever...When we buy a condo, we will find someone else!!!

5 years ago Edited January 10, 2024

Reply from Guardian Protection

Hi James,

Thank you for being a 5-star customer! You can earn a $100 credit for referring a friend to us; more info here:

Feb. 11th, 2020

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Amanda Perazzo

I called customer service about an issue that I had and the customer service representative barely acknowledged the conversation. So much so that at the end of the conversation I asked her to acknowledge it to at least tell me she understood what I was saying. Her response was I acknowledge. I feel very frustrated. The service technician that installed my system was not honest about a charge and when I tried to discuss it with customer service they blew me off. Needless to say I am not happy and as soon as I am able to cancel the service I will.

5 years ago

Reply from Guardian Protection

Hi Amanda,

I'm very sorry to hear of the frustrating billing and customer service experience. I have located your account and will have a member of the Customer Loyalty supervisor team reach out to help further.

Jan. 14th, 2020

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Crissy Zimmerman

I felt secure having the system, however, when I transfered my services to my new house, I was unaware that I was locked in for another 5 years. I called and advised I was not explained I was under contract but I was locked in. This made for a bad experience because I remember it clearly. The installers were two young guys, it was a Friday afternoon, they were rushing around to get done. I don't remember signing anything and what Guardian sent me (the contract) was not my signature.

6 years ago

Reply from Guardian Protection

Hi Crissy,

We're sorry to hear of the misunderstanding. The agreement for the months would have been made on a recorded phone call before the technicians moved the services. If we can help look into anything further for you please respond here in a private message. Thank you

Sep. 26th, 2019

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Jayne Chess Townsend, DE

Going with them was not my choice, it came with our home. It's the only thing that they would install in our new home. They are extremely expensive and I can't get out of the contract with them for a long time. I've never really needed customer service, but the couple times I've called and spoke with someone they were okay. The only place you can put the thing in the bedroom gives off a white glowing light where you are unable to sleep unless you can cover that up.

7 years ago

Reply from Guardian Protection

Hi Jayne,

Thank you for being a Guardian customer. While we attempt to stay competitive with our pricing, we find in the security industry you get the quality of services that you pay for! Please call us if you ever have questions, our care team works 7 days a week for when you need us the most.

Sincerely,
Nathan D
Customer Satisfaction Advocate

Jan. 25th, 2018

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Stephanie Beadles Parrish, FL

System is very spotty takes very long time for feed to open by the time any of the cameras load the person at the door has left. Recorded footage takes hours to see completely the opposite of what we were looking for but we are stuck in a contract and don't have a choice but to endure the laziest security features.

4 years ago

Reply from Guardian Protection

Hi Stephanie,
I am sorry for the difficulty. I have located your account and have escalated your issue to our supervisor. Please expect a callback within 24 to 48 hours.
Thank you for your patience.
Mary Lynn M.
Customer Satisfaction Advocate

Aug. 31st, 2021

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Verified Customer

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Regina Barnes Apollo Beach, FL

I was promised replacement equipment. Now I’m forced to agree to a five year contract. Company is very misleading. Wish I was told you front and not in the fine print that I was was committed to a 3 year contract. This is a waist of my time and money.

4 years ago

Reply from Guardian Protection

Hi Regina,
Thank you for reaching out and thank you for being a loyal Guardian customer. We take your concerns seriously because customer satisfaction is very important to Guardian. In researching your account I see that Guardian extended special consideration for your loyalty and waived the trip and labor charge for you. You paid only for the equipment (thermostat) and a five year contract was not required. Because your contract with Guardian ended in 2018, you are currently on a month-to-month basis with Guardian for your monitoring services. Please know that we are honored to be your security partner and to provide you with best in class monitoring and customer care. Should you have additional questions, please give us a call at 1-800-PROTECT (1-800-776-8328) and we will be happy to help. Thank you for choosing Guardian Protection. Life is better when it’s safe.

Aug. 25th, 2021

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Janette San Antonio, TX

They have horrible customer service. I've only had my service for almost a month but even a month and my cameras aren't working. I've been waiting for about three weeks to get somebody out here. It would be great if they could have technicians available after work or on weekends so that they can actually come and fix it.

4 years ago

Reply from Guardian Protection

Hi Janette,
I am sorry for the frustration. I would like to get you some assistance with your issue. Please email your account info (full name, premises address, phone number) to wecare@guardianprotection.com so that I can escalate to our supervisor for you. Thank you for your patience. I look forward to hearing from you.
Mary Lynn M. Customer Satisfaction Advocate

May. 3rd, 2021

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Brooke Gunter, TX

My cameras never go off, I can be right in front of a camera and it doesn’t even record. I have emailed customer service trying to get someone out here to possibly get me a new cameras as we just got these in February and no response

4 years ago

Reply from Guardian Protection

Hi Brooke,
I am sorry for your frustration. I would like to get you some assistance with these issues. Please email your account info (full name, premises address, phone number) to wecare@guardianprotection.com so that I can escalate these to a supervisor for you. Thank you for your patience and I look forward to hearing from you.
Mary Lynn M.
Customer Satisfaction Advocate

Mar. 24th, 2021

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Verified Customer

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Abigail Lovuolo Riverview, FL

It was not disclosed to me that I am required to keep this service for 6 years or pay $700! If I could give this company zero stars I would. I feel used & tricked, and is the last straw to deciding to move far away from Florida!

4 years ago

Reply from Guardian Protection

Hi Abigail,
I have located your account and see that you entered into a 60-month agreement that started in October 2020. and that our customer care team has been working with you to assist you. 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. If you would like me to investigate your concerns further, please reach out to me at wecare@guardianprotection.com.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Feb. 3rd, 2021

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Verified Customer

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Cheryl Barton Abingdon, MD

Customer service sucks and one even told me that my system is "old" considering I bought this house 5 months ago and signed up with Guardian at that time. NO ONE stated I had an "old" system which was outdated. Shame on your service for hiding that fact. They system sucks.

5 years ago

Reply from Guardian Protection

Hi Cheryl,
I apologize that you feel your system is outdated. I will escalate your concerns to our Customer Care supervisor so that you can have the opportunity to discuss further.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 9th, 2020

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Mandi Largo, FL

Absolute wort company I have ever worked with. They did not finish the job. I have a system I can’t arm. It has been two weeks. They will not return my calls or emails. They owe me money. I want it out of my house. I absolutely despise them.

5 years ago

Reply from Guardian Protection

Hi Mandi,
I am so sorry that you are unable to use your system. It sounds as though you have had a very frustrating experience. Please email your full name, premises address and phone number so that I can escalate your issues to our customer care supervisor. Please email to wecare@guardianprotection.com.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Sep. 5th, 2020

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Verified Customer

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Dena Rocco

My system has continued to not work properly and it hasn't been fixed. I've had multiple calls with customer service with no results and they will not let me terminate service without a fee even though the system doesn't work and has not been fixed

5 years ago

Reply from Guardian Protection

Hi Dena,
Wow, that sounds extremely frustrating, and I'm sorry to hear this has been your experience so far. I'd like to help. I see your note that you've had multiple calls with our customer care team, but I'd like to escalate your situation and get you in touch with the right person. Can you please privately message your address of service so I can confirm your account to start this process?
Thanks,
Nathan D

Apr. 6th, 2020

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Verified Customer

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anonymous

Their equipment consistently went out, cameras went dead. I was with them for over a month and it never actually worked. They subcontracted another company to install the service and then they tried to blame that company. They need to hire professional installers that know how to install the system.

5 years ago

Reply from Guardian Protection

Hi there,
Thank you for taking the time to share your customer experience and we are very sorry to hear it was not up to the high standard we aim for. Please let us know if you are still in need of assistance.

Mar. 24th, 2020

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Verified Customer

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Genaro New Braunfels, TX

The wi-fi is never connecting. It goes off every time the alarm goes off. If they could follow through with new customers that enroll in your program to follow up and see how everything's working. Not just start us and leave us and then just start charging every month and charge an installation fee hen the job is not completed correctly.

5 years ago

Reply from Guardian Protection

Hi there, we would like to help and make sure your system is working at 100%; please private message your address of services here and we would be happy to help!

Mar. 3rd, 2020

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Verified Customer

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Manuel San Antonio, TX

I'm not impressed. The customer service isn't good. The representative that came in the house was completely unprofessional and failed to inform me of information from Guardian's system and their company. It was a very negative experience.

5 years ago

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Verified Customer

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Marisa

Their equipment is not good there install is terrible the the job is never done right. I've had to have several repair people come out to check multiple problems that were constant. Their prices are very high and then they lock you into a contract. Very unscrupulous company to deal with.

6 years ago

Reply from Guardian Protection

Hi Marisa,

Thank you for providing feedback, I'm very sorry to hear of the service issues. If you are still experiencing issues please message us the address under private message so we may help further.

Aug. 28th, 2019

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Verified Customer

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Alyssa Laurel, MD

Unpleasant. Install technician rushed through orientation and did not explain the system clearly. Doorbell sensor does not work despite numerous calls to Support to try to fix it. We will be discontinuing our services as soon as possible and dissuading every person from using this company.

7 years ago

Reply from Guardian Protection

Hi Alyssa,

I'm so disappointed to hear you did not experience the stellar customer service we aim to provide. We would be happy to schedule a system explanation for you and take another look at the doorbell to ensure that you are satisfied with the services. Please private message your address of services or email .

Jul. 18th, 2018

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Verified Customer

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Bryan Crawford Roswell, GA

They have average equipment, I guess. They wrote me into a long term contract that I didn't realize that I was signing up for. Be careful of what you sign up for because they get you into a long term contract that you don't realize that you sign up for, and the next thing you know, you keep paying on something that you can't use.

7 years ago

Reply from Guardian Protection

Hi Bryan, I'm sorry to hear you feel you can't use the system. We want to make sure you get full use of your security system if possible. Please message me back with your issue and address of services. Thank you.

Jan. 25th, 2018

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Verified Customer

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brian crookshank Cameron, NC

the volume for alarm is very low even though it is set on high...you can hardly hear when in another room. only records 30 seconds and misses important things. does not record every motion ....

4 years ago

Reply from Guardian Protection

Hi Brian,
I am sorry for the difficulty. I have located your account and have escalated your issue to our supervisor. Please expect a callback within 24 to 48 hours.
Thank you for your patience.
Mary Lynn M.
Customer Satisfaction Advocate

Aug. 31st, 2021

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Verified Customer

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Jeffrey Fisher Fayetteville, NC

They have poor customer service when you call you are transferred to different departments that do not know how to assist you and I was only calling to take off auto pay something so simple they made major

4 years ago

Reply from Guardian Protection

Hi Jeffrey,
I am sorry for the difficulty. We strive for better service than that. If there are issues that we still need to resolve for you I would be happy to escalate these to a supervisor to get you assistance. Please email your account info (full name, premises address, phone number) to wecare@guardianprotection.com if you would like me to do this for you. Thank you for your understanding.
Mary Lynn M.
Customer Satisfaction Advocate

Mar. 24th, 2021

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Verified Customer

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Chandra Kanumalla

I was promissed to give One Digital Dead Boalt and I had better offers from CPI securities, just because my sales representative got confused, I am at lost condition, very disappointed from this.

5 years ago

Reply from Guardian Protection

Hi Chandra,
I am sorry for your frustration. I can see that following your initial installation you signed an agreement to add a smart lock to your system for a fee. Trust that Guardian Protection will continue to strive to help you and your family feel safer through the many benefits of your 24-hour monitored smart home security system. Should you have questions, please feel free to call 1-800-PROTECT (800-776-8328) Sunday through Saturday from 7 a.m. to 11 p.m. EST and a member of our customer care team will be happy to assist you.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Oct. 19th, 2020

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Verified Customer

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Anthony Tangi

We sold house and they are still attempting to bill us for security system. While we paid the bill every month we no longer own hone and customer service is greedy and only concerned with robbing people

5 years ago

Reply from Guardian Protection

Hi Anthony,
I'm sorry to hear of the disappointment with the signed agreement. I have located your account and will have a moves specialist reach out to assist you with this further.

Apr. 9th, 2020

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Verified Customer

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Simone Dewey

I disapprove of the company's policy to penalize their customers $2.00 each month if e-check payment isn't setup even if e-billing is established thereby saving the company money.

5 years ago

Reply from Guardian Protection

Hi Simone,
I'm sorry to hear you are being penalized monetarily. If you'd like assistance to ensure all electronic payments are set up, please call 1-800-PROTECT.
Thanks for being a Guardian customer,
Nathan D

Apr. 6th, 2020

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Verified Customer

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D B

Very very poor. Nothing but problems. They sold me a system not suited for me because of my dog. Problem occurred immediately and was poorly addressed. Still waiting for a credit I was supposed to get more than 2 weeks ago

5 years ago

Reply from Guardian Protection

Hello,
Thank you for taking the time to share helpful feedback on your customer experience. I would be happy to look into this credit for you; please use the 'Private Response' option here to send your address of services.

Apr. 2nd, 2020

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Verified Customer

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Michael Talbot

Terrible service and zero followup to any product complaints. I''ve called into the local branch and talked to several people through the corporate phone line and nobody calls back to discuss the issues! Run!

5 years ago

Reply from Guardian Protection

Hi Michael,

I'm sorry to hear you're having trouble with follow up from Customer Care. Please private message your address of services here so I can make sure a supervisor gets in touch ASAP. Thank you

Jan. 8th, 2020

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Verified Customer

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Pauline E. Smith

Today it's a 0 I waited 1 week for service, had two . window monitored out. I requested to have all serviced,however, that didn't happen. Repaired the two in garage at 9am,it's 130p same day and battery is beeping.

6 years ago

Reply from Guardian Protection

Hello Pauline,

I'm sorry to hear of the trouble with the service visit. I would like to have the appropriate supervisor look into this issue if you could please private message your address of service or email . Thank you!

Sincerely,
Nathan D
Customer Satisfaction Advocate

Apr. 15th, 2019

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Verified Customer

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Ken Delorenzo Gibbstown, NJ

Although their sales team is easy to handle, the equipment in general is very poor. My service was upgraded without my consent and Guardian would not allow me out of the contract.

8 years ago

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Keith Dahl Riverview, FL

I would give them 0 stars if it was an option. System has never worked from the day it was installed. Doorbell never works, cameras have issues, panel locks up when disarming and the alarm goes off. They installed motion sensors that were under a recall and fail causing false alarms. Anytime you talk to them they want to charge you even when you were able to perform the function by yourself previously. Complete bait and switch company. Stay away as the do not back their product after 1 year, much less 3 months after install. Three years later and it still does not function but they will do nothing without wanting to charge you.

1 year ago

Reply from Guardian Protection

Hi Keith,
I am sorry for the frustration. Your satisfaction is important to us. Your issues were escalated to our loyalty liaison who I understand spoke to you by phone on December 7. As she indicated to you, Guardian does not give access to its proprietary programming data, per the wording in the Agreement which you signed upon choosing Guardian as your trusted security provider. We appreciate the opportunity to resolve your issues and our loyalty liaison has endeavored in every way possible to accommodate your needs. She offered: a) to waive the fee for adding-in your new door lock and as many home automation devices as you would like during a phone call at your convenience with our technical care team; b) to send a tech to your home to replace your control panel and to program your door lock for just $35, and c) to provide a courtesy review of your account by our technical care experts who can suggest ways of optimizing your video devices. You have declined all three of these generous options. With regard to your issue about not needing the number of video clips you originally agreed to, our loyalty liaison worked diligently to reduce that number for you and has issued a credit to your account and offered to reduce your monthly rate as a result. This rate reduction will go into effect as soon as you return the signed addendum acknowledging the new, lower rate. As previously mentioned, your satisfaction is important to us. If you would like to take advantage of the accommodations our loyalty liaison has made available, please contact her at the number she provided to you.
Sincerely,
Mary Lynn Moriarity
Customer Satisfaction Advocate

Dec. 13th, 2023

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Marie Simon-Moise

Within three months with guardian, I started receiving calls that they’re unable to read the panel. That kept on increasing to daily. In the the last three months, I received over forty calls. I requested a technician from them and was told that it would cost seventy five dollars plus the cost to fix the problem. I called and requested a cancellation then I was made aware that the contract was for five year . When i hired them, the duration of the contract was never mentioned. I was lead to believe that it was month to month. It only came up after I wanted out because they were not able to read my system for at least for six months. I was told by a representative that even though they couldn’t read the system, I should of accepted their daily calls to manually fixed the problem for magically years.

2 years ago

Reply from Guardian Protection

Hi Marie,
I am sorry for the difficulty. I would like to get you some assistance. Please email your account information (full name, premises address, phone number) to WeCare@GuardianProtection.com so that I can locate your account and get you assistance. I look forward to hearing from you.
Mary Lynn M.
Customer Satisfaction Advocate

Nov. 6th, 2023

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Rachael Houston, TX

I have been a member of Guardian Protection since 2022. I have never had any problems with them until I decided to get more equipment. I asked how much it would cost to purchase a doorknob and garage door opener, and I was told that it would only be $1.00 more on my bill. Everything was installed and worked fine, then all of a sudden I get a 600.00 bill. I call them to figure out what is going on, and they tell me that I owe this from the products that I just ordered. You can understand why I was confused since my understanding was that I owed 1.00 more. I was told they would review the transcript of the call and give me a call back. I never received a call back, and that was months ago so I assumed they resolved the issue. Just recently they have shut down access to my app. So now I am not able to view any doorbell camera footage or have access to my garage. I called them just a couple of days ago about what was going on; and they told me it was because of the balance on my account. You can imagine my surprise, as I did not receive a call in months to try to resolve the issue. Obviously I am not valued as a customer, and they just want money out of me. I feel like any other business would have tried to problem solve with me especially because from my perspective, I don’t owe them anything. Also, if I knew how much it was at the time that I ordered it, I would have simply paid. However, I was either unintentionally or intentionally told something different. I am extremely disappointed with this company, and currently waiting for a call back on cancelling. Since they didn’t call me months ago at the time of the issue, I doubt I will receive a call to discuss. Also, they have reviewed the transcript of the phone call, but I did not receive a copy. This just all seems very shady.

2 years ago

Reply from Guardian Protection

Hi Rachael, I am sorry for the frustration. I believe you also posted this same complaint on Yelp a few days ago. At that time I requested that you please private message your account information so that we can try and get you some assistance. To date, we have not heard back from you. Because we are unable to locate an account using only a first name we will need some additional information to begin the research and assistance process. Kindly send your account information (full name, premises address, phone number) to wecare@guardianprotection.com.
Thank you,
Mary Lynn M.
Customer Satisfaction Advocate

Jul. 6th, 2023

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Lee Shabe Leesburg, VA

I have been a long time Guardian Protection customer. I have the service at my home (replaced ADT) and had it at a beach house. I went to get it for my business. What a mess. The person we dealt with said we had no credit even though we have approved credit with all of our vendors (including other utility services). Each time they said they checked, the rep sent back the wrong company name and addresses. We resent the correct information they repeatedly sent back the wrong info and said we had no credit. I have a credit service for my businesses that tells me when our credit is checked or when there is an event impacting our credit score. Not once were we notified via the service that Guardian ran our credit. We were told by Guardian we would have "to pay the entire installation cost up front and the first year of monitoring." Unreal. Or I could add it to my personal account and credit. Not only am I going elsewhere for my business security but I am now considering changing my home security as well.

2 years ago

Reply from Guardian Protection

I am sorry for the frustration. We have been honored to serve you as a satisfied residential customer of Guardian Protection for a number of years and hoped to provide the same peace of mind to you in securing your new business. Like all businesses, Guardian has established credit requirements that help to ensure our company remains financially sound and capable of providing quality security service to all of our customers. Consistent with this best practice, all credit reports pulled for prospective customers are documented. Guardian recommends that you reach out to Equifax if you believe your information may be incorrect. Based on the credit information reported to us in this instance, Guardian made an effort to offer you a few options -- requesting a minimal deposit or a personal guaranty in order to provide your new business with security. These options were declined. Please feel free to reach out to your sales representative if you have any questions or if we can be of further assistance to you.
Sincerely,
Mary Lynn M.
Customer Satisfaction Advocate

May. 19th, 2023

Guardian Protection Reviews

Summary of Reviews