If I could give a negative rating, I would. You can get better systems at half the cost and save yourself money and pain. It will cost you more to get rid of them than it costs for the service. My advice is don't just walk away, run. This company behaves more like a collection agency than a "protection " company. **Responding to "owner" of this company :Why would I waste time with another call to customer service? After 3 calls telling me 3 different things, I am done. read more

Had no idea that my contract with Guardian is 5 years. I have used them on. Various homes and never encountered a $1k termination fee. Rep said rhe new owner would need to sign up with Guardisn to negate my co tract. I said I did not mention the 5 year contract in my contract with them as I was unaware of it. I have used them a decade but will never do it again. Total mo ey grab. read more

I was not aware when I built my home that my builder set up a 5 year commitment to Guardian, or I missed it somehow. We moved after about 3 years and I called to cancel service. 6 months later the annual bill showed up, so I called expecting a simple misunderstanding. They informed me of a 750 cancelation fee, and since I did call back in February their solution was to keep that overpayment and apply to the 750, meaning I have to cut a 300+ check. I escalated to a supervisor and they clearly would not budge. I said I would pay and promise they would never get my business again and let others know their shady business. ​ Edited: Guardian's reply below is likely accurate, but also basically says "gotcha". When I escalated to a supervisor it was a similar tone (very politely), that I should have known better (probably), I should have tried to move the service (not an option), and I should have tried to convert the agreement to the new homeowner (nope). So you can see the tone of "it's my fault" for not noticing a $750 penalty for early termination. The service itself seemed fine, but companies with "gotcha" fees need to be called out. read more

Horrible, horrible, horrible. I had a system in a second home I bought. I activated it without anyone from the company coming to my home. No service, no new equipment. We decided after two months that we wouldn't need it anymore since we hired a management company. I just called trying to cancel, maybe not even permanently but at least for the foreseeable future. The response I received was that I had signed a 5 year contract with absurd cancellation fees. My attempt to reason with the rep was met with condescending retorts to the effect of, "I see your initials on the contract". The cancelation fees are buried in small print. This is a bad company devoid of any sense of customer service. read more

Ok, I initially gave this company a bad rating but Marian took the time to call and explain the situation (tornadoes in NC and Tenesse etc) and even better was very accommodating and worked with me on revising my contract even. Incidentally, I was downing Guardian to my neighbor and she totally interrupted me and said she had this company and she "loved them" Thanks Marrian read more

Service is fine. Sales tactics are scammy. They make you to agree to a THREE (3) year contract. They guarantee all components for a few years, free replacement. They avoid email and prefer face to face, or phone calls, leaving you little paper trail to dispute anything. They then send you over a FIVE (5) year contract and if you don't pay attention now you sign it and are locked in. When the technician comes out he checks any existing contacts and system components. Our tech told us our existing contacts were good and he could just tie them in. Shortly after one of the contacts died. It was causing false alarms. So NO PROBLEM right? We had a guarantee on equipment so we called for service. They told us it was one of the existing contacts that they tied in, so it was NOT covered. If we had made them put a new one in at install, which we paid for, it would have been covered. Now we had to PAY for a new one and a tech visit! Same deal with the yard sign that should have been included. They told us they had none on the truck, and the existing one was fine. Later it got broken by a landscaper and we asked for a new one since we never got it, and they charged us $16. Buyer beware. Read the contract, especially the term of service. Take EVERYTHING NEW at install. Make them earn your business. As I said, the alarm works fine, monitoring is responsive, and so far no issues with billing. But the sales tactics are sketchy. Breaking the contract or disputing the term is useless, it costs more to break it than keep it. Buyer beware. read more

Long time guardian customer. Had a problem with old system, decided to just upgrade system. Monitoring rate went up with new system, agreed to pay a yearly amount to save some money. Got bill for full year, paid it, and to my surprise I got a bill the next month. Found out I paid for a full year on the old rate and the new bill was for the difference . They said it takes a month for the changes to take effect on there system. When you sign a 5 year contract, you expect the change to take effect immediately. Or you can tell the customer this important detail so they can start the yearly payment when the new rate kicks in. Or just make a new account. 4 years 11 months to go. read more

Yup, they charge an incredible amount of money to terminate service. I'll never go with them again--many, many other options available these days. read more

Great at the beginning but we moved and they don't help you at all with sticking to contract pricing or help you get out of contract when move out of their network. Absolutely no help. So we moved and we are stuck paying a monthly rate to fulfill our contract but when we move back to service area, we have to pay upfront even if we kept equipment and our monthly rate goes up even though we are on contract?! How does that make sense. Or they bring new equipment and they restart your five year contract! Unacceptable. terrible company. Do not use Guardian Security. read more

Have been a customer with Guardian for 20 years. Just got off a chat with their customer support agent "Abby" and they destroyed all the goodwill they built up. We just upgraded our system and signed a new 5-year contract. Part of the system was a doorbell video camera. This was installed on 8/2/2024; it died 3 days ago, 11/24/24. Guardian wants to charge me a $75 fee + $35 per 15 minutes + parts to have a technician come to my house and repair or replace it. Because they only warranty their equipment for 90 days, and mine expired on 10/31/24. So technically, they are in the right, but a $275 video doorbell that dies after 4 months and they want to charge you for it is garbage customer service. By the way, you can buy this on Amazon for $225, so they are adding a huge markup. Ring, Google Nest, and Blink video doorbells all have a 1-year warranty. This is just embarrassing for them. Anyway, the company knows its products are subpar, which is why they have the shortest warranty in the industry. I highly recommend you steer clear of this company (you can see by their BBB rating of 2.42/5 that many others feel the same). read more

I had an appointment today for a system installation with Guardian. They must have sent me 10 email and text reminders about today's appointment. I scheduled 10+ important work calls and took a day off because of this appointment ... and ... THEY DID NOT SHOW UP!!! No one called to tell me they are running late or need to reschedule. I called twice to find out what is going on and was told the install was being done by a subcontractor and they cannot be reached. That's it. No apologies. No information. No showing up. I wasted an entire day waiting for them! So unprofessional. I am calling other alarm companies and will never deal with Guardian again. read more

Guardian certainly does a lot of work in the area and their rep seemed knowledgeable enough, but it took several requests to get a copy of their agreement, as they don't provide this information with their proposal. Neither does SSA or ADT for that matter, but that's another story. Well once I read the terms of the proposed agreement, I can't believe that anybody would sign such a one-sided document. I also sent a copy to our attorney and he was laughing when he called me, stating "more power to them", if they can defend their position on a number of specific issues such as responsibilities, damages, privacy and using reconditioned parts. For example, the agreement states "You" (they like to refer to the customer as You in big letters throughout the agreement) are solely responsible for the design of the system. Really? I thought that's what the professionals were supposed to do. They are not responsible for any damage which results from their work and their systems can fail at any time...again, not their responsibility. At their discretion, they can use reconditioned parts and privacy is not guaranteed on any of their systems. Their warranty is limited to 90 days, you must waive the right to a Jury trial if damages occur as a result of their work, and their limit of damages is $1,000, regardless if the damages exceed this amount. Like my attorney stated, more power to them in pulling this garbage on people and I hope that the management team sleeps well at night, knowing that they really are not a security firm, although they appear to be selling security. It just happens to be all about themselves. read more

Typical large company that has bought up smaller local companies. Gut the customer service and technical support. Horrible wait times and technicians that are not capable of problem solving. Ive had a beeping main panel for over 2 years. Everyone just wants to kick the can down the road. I finally cancelled my services today and will be looking for a local company. read more

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. read more

Let me start by saying I have been a customer with Guardian for 8 years--and I was a happy customer for those 8 years. But, my job is relocating me to another state and I am selling my condo, so I need to cancel my service. Guardian is trying to charge me $750 to cancel my service because the contract period is not up yet--I am moving to a rental apartment in a different state where I am not allowed to install a system (the owners of the building have their own system installed). This is a terrible way to treat a loyal customer, and I would recommend that you are better off using one of the newer systems like Nest or Ring where companies don't try to abuse customers in situations like these. read more

Do not get stuck with this conpany. They do not care about the customer or try to help in any way. They lock you in a contract and then provide inadequate service to charge an outragious amount of money for a tech to come out. They never really fix the problem so your just paying them for nothing read more

Buyer Beware!!!! Purchased a new home from Ryan Homes in Lewes, Delaware and was sent to speak to a representative of this company for all our wiring needs. In addition to normal electrical, cable, television and WiFi, we were put on the spot to purchase this companies security system. No issues until less than a year into the new home, we were transferred to another state. Besides having to sell a new home, we also are being forced to "buy out" a "contract" for security services. Guardian will not transfer the service to the new homeowner, they want our $700 period! We don't even recall this being a contract. We purchased a monthly security system and paid our bill religiously. What's most disturbing is the fact that there is no willingness to consider our situation. Is our $700 that important to this company? Please get all the details before signing on the line! read more

Guardian Protection is a joke. Had their service for years, paid early every month and now they have contacted me saying they have no one in my area to service my alarm and they are cancelling my service as of the first of the year. So, I purchased all of their equipment (which in now useless) and I can't get any answers. Beware if they come to your door and try to sell you their equipment or get you to switch. They are full of lies, untrustworthy, and their customer service is horrible. Do yourself a favor and go with another company. Also, Guardian do not try me with one of your passive aggressive comments back to my post because I am not the one! read more

We have been using Guardian for almost 15 years. We have automatic draft and have never been late on the monthly payment. The service has been good over the 15 years. They aren't proactive in providing new services so if you want an upgrade to your system, you need to contact them. We had them install a ring camera in 2018 and apparently agreed to a 5 year contract. We are now selling the house and when I contacted them for a payoff amount, it was equal to the total services of 7 months remaining on the 5 year extension. It's okay, I'll pay the remaining 7 months of the contract as scheduled but I won't be using them in the future at our new home nor will I be recommending them to the buyers of our home. read more

Signed up for a 5 year contract at 29.99 a month. I moved properties after 3 years and didnt take their service with us. I called the cancel and the fee was $700, so we came up with a resolution to have the new owners take the contract. Duwan (at Guardian) agreed and said if that if the new owners come in they can take on the rest of your contract (2 years remaining) at the same rate $29.99. They called in and tried to resell them on a new contract for more money ($39.99). Obviously the new owners were thrown off by this and didnt take their service which left me stuck with the bill to pay monthly. So not only are they losing their business to take on new customer, but they are still charging me with an early term cancellation fee of $700. You are WAY better off with Xfinity, ADP, or any other option but these scam artist. Wish i could give 0 stars. Update: The manager called me within a few hours and took care of my situation. I didn't have to pay any money and I am happy with how everything ended up. Wish I didn't have to post something like this to get results but I am glad my problem was resolved. read more

I had the exact situation as someone above with a Ryan Homes "contract" where no one from Guardian bothered to state that there even was a contract when I paid $2500 for all kinds of Guardian tech. I was shocked when I called to cancel and was told I had a five year agreement. I was moving to another state where they don't operate, so it was extra unreasonable to expect me to keep paying for a service unavailable to me. I told them I absolutely would never have agreed to that as I knew I likely wouldn't be in the house longer than three years. Sure enough, buried in one of the many, many places to initial when I thought I was just confirming accuracy of purchase, it turns out I did carelessly initial something I never would have agreed to. This is after I sat in person with their rep for an hour and no one said a word about it, leading me to believe this was a standard package for my townhouse. I was naive or stupid to not read much closer, but never in a million years did I imagine they were so shady as to bury a 60 month term with zero verbal warning to someone overwhelmed in paperwork as they bought a new home. Really shameful practice. read more

Guardian bates you with "Free Equipment" and has you commit to lengthy service contracts. I had been a customer for *10 years - well beyond the length of that contract when we decided to eliminate our house phone and go with cell only. I called to have them make the change - they came out - did about 15 minutes worth of work - a seamless transition - I was a happy customer paying them $40 a month for home security for 10+ years. That was until I moved and tried to cancel the service - and guess what - they send me a cancellation bill for $500. Apparently moving from a landline to cell phones automatically resets the contract for another 5 years. Do yourself a favor and stay far away from Guardian - get yourself a RING A note to Yelp - this company does not deserve any stars - I would have given them zero stars - can we make that an option? read more

From the reviews I see hundreds of people have the same frustration. I will try to keep this simple. Put your customers first! Your company will never become nonexistent or receive poor reviews. No one reads all of those disclosures. It's a ton of pages, and customers are asked to sign at the end of installation, so yea there's that. I am not so much mad about the agreement more so that there aren't any other flexible options to cater to clients , life is so unpredictable, we have experienced this in "America" over the last 2-3 years. I'm not mad or angry. More so disappointed I trusted this company with my life and personal items. Why? for them to con me out of $1250 in the end. If you are reading this I would encourage you to read the disclosures, and understand the consequences if you may need to break your contract for any reason, that's me being nice. I would ultimately recommend not going with Guardian. Do your research and select a company that truly cares about their customers, not the bottom line. My recommendation to Guardian is to revisit your strategy-services offered and creation of options for your clients who may need to cancel due to unforeseen events. read more

I don't understand the ratings that this company receives on Google. I agree the technicians are great and knowledgeable and professional. However, the monitoring station is on the other end of the spectrum. We have a faulty smoke detector. After a false alarm (fire department called due to the incorrect phone number in the system) we asked the agent to change our phone number and to enter a service request. He also said that the service department would call to schedule an appointment. None of it happened. The alarm went off again, the fire department came again. When we spoke to the office, none of the actions had been performed. The part I am most upset about is that we wasted the time of the first responders for something that could have been prevented. ZERO stars for monitoring and office staff. FIVE stars for the technicians. read more

Guardian is a crook! The way they enter contracts is deceitful and misleading. They do not disclose relevant terms such as term of agreement and cancellation fees, and have you sign on the spot, in front of a technician, on a tiny computer pad where they preload your signature. A technician came to my house and I specifically told him I would only be there for 1.5 years. He had me sign on a tiny tablet and then preloaded my signature throughout the agreement. A year and a half later when I contacted Guardian to cancel the service, I was informed that my contract was for 5 years and that there was a $750 cancellation fee to end the contract early. FIVE YEARS!! When I explained the situation to Guardian, they informed me that they had sent me the agreement electronically and that I should have reviewed it within 3 days. At no point did the technician inform me of this. Nor was I informed that my signature would be preloaded throughout the agreement. Guardian took no responsibility and instead informed me that some people elect to continue monthly payments because they cannot afford the breakup fee. This company has a practice of deceiving and profiting at people's expense. read more

We called as managing through a very challenging financial period. Our monthly bill is 51.99 per month for a 36 month contract. I asked to lower and renegotiate and they wouldn't agree. To help me in my difficult time, they offered 2 months free if I reset my agreement to 60 months. Let's do the math on that, so helping me w two free months they want to put me in a hole for 5 more years when they know I am in a financial constraint. How irresponsible, offensive and disgusting to even present - to steal more to gain while people are trying to manage through a difficult period. This is NOT ETHICAL. Help me and my family during our financial state, don't hurt us more for your financial benefit by taking back offers and presenting offers that would worsen a situation. Please Beware of this business and their ill practices for their gain! Guardian has the following on their website which embodies the principles they claim to follow but clearly They don't practice what they preach state, "We believe we all do better when we do good, together" https://guardianprotection.com/why-guardian/community-involvement/charities-fundraisers/ https://guardianprotection.com/why-guardian/community-involvement/ Follow up comments Nathan D kindly reached via YELP but I can't reach him back as the yelp messaging is not allowing messaging to him and no email provided for reaching. read more

After my initial post, Nathan responded to me and took care of my situation. He answered my messages on Yelp and finally, after 15 months of paying for a system we no longer have, we have "fulfilled" our contract. Thanks Nathan! read more

My husband and I were with Guardian for the past few years. Prior to selling, my husband contacted Guardian to remove the auto bill pay and make them aware of our situation in moving and not continuing the service. They asked for the new homeowner's information in an attempt to continue the 5 year contract. We did not have the new homeowner's contact information, so we referred them to our Realtor, who in return gave them the contact information. The new homeowner never received a call from Guardian and opted with ADT for the services. As a result, my husband and I were stuck with a sizeable bill due on September 2nd to satisfy the remaining five year agreement. My husband spoke to a Guardian Rep. MR originally in June and signed the disable agreement effective the end of that month. He then spoke to Supervisor AA less than 45 days later and agreed to a reduction for the buyout of the agreement. This morning, my husband received an email from Guardian indicating that they will be drafting the monthly rate from our checking account that is evidently still on file (which was removed back in mid-June). We were never told this by any of the prior Guardian representatives. We find this to be very unsettling and unprofessional. There should be no reason to take payment when documentation was signed and agreed to remove service. I can assure you that we will NOT be using Guardian for our future security needs in our new home or ever refer them to our friends and family. We can furnish the documentation of everything noted if need be. Highly dissatisfied. Employees were unprofessional and often rude. read more

I had services close to 5 years & due to a work related move to a temporary residence where service was not available, I was advised by Jorge in March 2018 I would not be charged install fee upon continuing service once my new permanent residence was available with service. Fast forward now to August 2019; just bought new home & schedule install. Not only charged the $99 fee (supposedly no one could find notes on my previous home account waiving this), but charged an additional $120 + tax for 3 contacts; whereas my original plan included all this (actually included more contacts) at the $99 flat rate! I even asked if there's promos for pre-existing customers w/ prior service & told no. I've requested numerous times I want to speak to a manager about this (along w a lot of wrong info being entered into contract by sales team & poor install that had to be corrected).. got a text from sales rep instead! This is totally not the experience I had previously & very dissatisfied where I'm considering just canceling my very recent service. Unreal. read more

We have been customers for 4 years, and we are retired and moving to a new location. I called to cancel the contact because we are moving and was told I have to pay the contract until it is finished. The customer service rep said I could get the new owners total over the contract that we would not have to pay. I asked for written info to show our buyer and was told that they could not put in writing what we are currently paying and could to email a transfer agreement. I was told to have the customer call. Not a very professional way to handle the problem. I don't think I will tell this to the customer after reading about Guardian raising the price for a new owner. (From another review) read more

Guardian has the worst service! Please beware! We have had so many bad experiences with them I have lost count at this point. We returned home from vacation this week and the fire alarm was beeping (it shouldn't be since they are hard-wired). The call center staff were incredibly rude and unhelpful, letting us know that our only option was to pay $100 for an on-call visit even though they said something was wrong with the product. Brittany, who handled our call, was incredibly facetious and told us she would be calling an on-call staff member to come service the issue. Given that it was already late on a Saturday night, I asked what their protocol was if we didn't hear back by a certain hour. She told me there "was no protocol since everyone hears back." Well after another hour of not hearing we had to call her yet again. I was honestly shocked at how poorly we were treated. Do not use them. read more

This year I moved from one condo to another condo within the same condo complex. I thought I would simply have to move the system from one place to another. This was not the case.In order to move the system, I would need a new contract. The new contract would cost me over a thousand dollars. The fact that I had been a customer in good standing meant nothing and still paying on the old contract. Thank God there are other services out there. The customer service is also horrible. read more

I have been with guardian for 8 years. Recently I have decided to lol at upgrading the system to add cameras and fire protection. The past 8 years I haven't had issues with the system minus some installation issues with my digital phone line talking to the system but that was resolved. I'm not an easy customer. I have many many questions and couldn't make up my mind. The representative was very patient and not pushy. He answered all my question and when he didn't know something would find the answer. I like knowing that he didn't pretend to have every answer just to get the sale. This increased his credibility with me. He was very knowledgeable with significant patience. I asked him to call back a number of times as my schedule is very hectic. He was never upset with the number of times I asked him if I could get another call back. I was on the fence about signing for another five years but the customer service I have received made my decision. Hoping the cameras hold up for 5 years. I'll post if I have any issues. read more

Avoid them like the plague. They do not care about customers or their reputation. I paid on time every month for 3 years. Now I'm moving out of state into a rental where I don't need an alarm. Yet they want me to pay more than $1,200 to get out of my contract. My parents have been Guardian customers for nearly 20 years and will cancel. Guardian doesn't care. I said you're about to lose 50-70 years worth of business, they don't care. Unwilling to work with us at all. Customer service is extremely hostile and rude too. read more

Don't sign up with them unless you are cool with long term contracts and tricky wording on the contract. After moving they won't let you transfer to another address and force you sign up for another long term contract. After talking to customer service and even the sales guy they are no hope. Terrible customer service. They just want to take money from you even if you have no control of the circumstances. Look elsewhere for security service. read more

I am always happy when there is great customer service representatives that not only listen but help. That's what I get when I call Guardian. Thank you!!! read more

A continuing saga. Now over 3 weeks to get our Nuvo music system back on line. Guardian kept us waiting and cancelled 2 appointments on us. One because the repairman was running late, one he called out sick. Shows up today. Nice guy. But totally in over his head. Proceeds to trash our router twice. Cut off power to the system. Forced a reset of the router. And then wanted to touch my computer. Said the process was complicated and found him reading directions. Maybe the first time he did an install. Should have been a simple unplug and replace of a component. Found him in his truck later looking for some adaptor or part. Asked him politely to leave (he was hopelessly in tall weeds and I now understand why he cancelled once and then twice.) He asked me to have some patience... I said I was very patient given that he cancelled twice and did an hours worth of thrashing about with no results. Appointment rescheduled for the 26th with another tech. We shall see. At this stage Guardian Service is Guardian LACK Of Service. Nathan was able to resolve the service problem to our satisfaction and promptly. our advice is to always document and politely explain your grievance and to use services like Yelp and a company's website to escalate problems - the power of the internet is on our side and can be a great "leveler" -- read more

Not very concerned with keeping customers! After recently moving, I had 3 months remaining on my 3 year home monitoring service contract. The new house also already had a Guardian Home Protection system installed, so I asked if I could just roll my remaining 3 months of service into the new house (which was a 4 year old house, so it's equipment was already paid for assuming a 3 year contract was also used). After no less than 5 to 10 phone calls, voicemails, and un-returned promised phone calls I had to just give in and pay out my original contract. Not a good way to keep customers Guardian! read more

Alarm is down more than it works....techs no call/no show for appointment times and customer service reps yes you to death and do nothing to correct the problem. The equipment this company installed (less than a year ago) is obviously defective and company keeps "fixing it" think 4 separate techs in 6 days. Same issue (ongoing since Nov 2014), every time yet they won't install new equipment..... When I explained I needed them to work with me since I couldn't take even more personal days to accommodate an ongoing alarm issue they refused to work with me, I don't think I am being unreasonable after so many visits in such a short span of time. I am calling BBB tomorrow to report them.....RUN FAR AND FAST FROM THIS COMPANY they DO NOT follow through with their word or promise. Tired of paying my monthly bill on time when half the month the alarm doesn't work....sorry not sorry I work for a living, pay my bills, and honor my contracts that I sign UNLIKE GUARDIAN who obviously doesn't stand by their word and contracts or I would have an alarm that works for more than a week at a time. read more

We have been a long time customer of Guardian and have received amazing customer service. Highly recommend them.