EDIT-adding 1 star: After posting my review on YELP, Google, FB and filing the complaint with the BBB, a supervisor from Guardian reached out to me to reactivate our account so they could connect to our Hub remotely and remove all the Zwave Devices. The process took 6 minutes. I wish I didn't have to go to the extreme of filing these reviews/complaints after spending 2.5+ hours trying to reach this resolution but can say that it is now resolved. Original Review: We purchased a home from DR Horton in 2019 and at that time, they were partnered with Guardian Protection for their Smart Home Features. After we moved into our home, a Guardian Tech came to our house to set up the "Smart Hub" and use of the Alarm.com app to control all our our Smart Devices. Of course they gave us their sales pitch for additional security/monitoring services they offer which we declined. We didn't sign anything with Guardian and at that time, there was no mention that we would be in a 3 year trial period for use of the Alarm.com app to control the Smart ZWave devices that we now OWNED. They did not mention anything in regards to the end of that 3 year trial, we would no longer have access to these ZWAVE devices to function as they are designed because they would be locked by the Guardian HUB. Additionally, we weren't given any sort of notice that our "courtesy trial period" for the Alarm.com APP was due to expire to go over options etc. We only figured out that we were no longer in our trial when we couldn't access the alarm.com app to control our ZWAVE smart devices any more. At that point, I called Guardian to find out what was going on and after spending over 2.5 hours on different occasions, they refuse to send a technician out at no charge to disconnect our zwave devices that are our personal property. The only way that they will help is to charge me 120.00 for the 1st half hour and an additional charge for every 15 minutes thereafter. Had we known that we would not be able to gain access to the devices we own after this "courtesy trial period" we would have never agreed to allow them to connect them to their useless hub. DR Horton is no longer partnered with Guardian and now uses SafeHaven and ADT who was far more helpful than Guardian at trying to help me resolve this and would not have charged a single dime to disconnect our personal devices from their hub if our hub was theirs. Wouldn't ever recommend Guardian or any of the services to anyone. Terrible customer service. read more

We've had Guardian for 5months. For 5months we have been without a smoke detector. We have called begging someone to come out and replace the faulty detector they installed. Guardian said all they can do is put in a request for a tech to call us to schedule an appointment since the people who installed our equipment were contracted out. We were told to remove the detector ourselves and turn off the sound setting. We are currently looking into getting out of our contract since they are in violation of their service agreements and are looking into reporting to the better business bureau. We do not recommend the company. The service tech who installed our equipment stopped taking our calls the moment they finished installation and Guardian says there is nothing the can do. read more

I do not recommend the company for your home Security Services. The company likes to charge you extra fees when scheduling a service call. The representative indicates a copay of $25 but once services are done, you will find extra fees on your bill that are not explained upfront from the representatives. Instead, the representative tries to prove you wrong by going back to listen to your call and also says the technician could've charged a hourly service fee but be happy (very sarcastically) he didn't!. Everything about this company's customer service and communication is backwards!!!! read more

This company trick you for a 5 year agreement and the person I talk to denied me the transfer to Custummer service . I don't not recommend at all this company read more

BUYERS BEWARE. If you want home security, then look somewhere else. This company is money hungry! They installed a faulty doorbell but said they could come look at it for a fee and then we would have to pay to replace it. To cancel services, we would have to pay another fee. They are not friendly to work with and I will be warning everyone who moves into our new build community about them. read more

Horrible customer service experience. Does not stand behind their products at all. They look for every possible way the can to grab more of your money. Will never do business with them again. read more

Nathan in the Marketing Department helped me so MUCH!!! He is truly caring and committed employee. Big KUDOS to you kind sir for helping me with my predicament. read more

Unresponsive. I can't wait to get out of this crap of a contract! The more you call the more you will find they are un able to do Anything right! read more

This company is awful. We have had problems with our video doorbell since we purchased our new build and they have zero answers to resolve them. With recent storms, there were power outages that resulted in the video doorbell no longer working. We even had an electrician out that said everything is fine, but the video doorbell needs to be replaced. I called Guardian and they told me I would have to pay $135 for every 30 minutes of a service call, and that does not include the price of the new video doorbell. They will not honor the 1 year warranty and said they have to bill us no matter what. Let's not forget the problems we have had them come out for previously we were never billed for because of the WARRANTY, and they were never even resolved! We now have NO video doorbell and have to shop around for a new system that honors their customers warranties. What a dishonest, bait-and-switch operation. read more

TERRIBLE SERVICE. DO NOT USE THEM. I'm cancelling my 60 month contract and paying a hefty fee of $1250 PLUS TAX (didn't specify tax in the contract) because of the doorbell constantly not working and today I find out that the "Lifetime Warranty" is only 90 days long. Then after the 90 days is up you will get charged $120 for someone to come out then $15 for every 30 mins they stay longer than the first 30 mins. The excuse I heard is that the "warranty" has a deductible. If it's truly a warranty then there shouldn't be a deductible associated with it. They wouldn't change the length of my contract or anything so now I cancelled and they do not care as long as they get their money. read more

We were relocated by my company out of San Antonio. Guardian would not let us cancel our security alarm system, claiming we had a 5 year agreement. Guardian wants us to pay $48 a month for 3 years FOR NO SERVICE whatsoever, or pay someone $350 service call plus equipment charges to come out to our New home to "transfer" our service and continue with the $48 a month for 3 years, here. Or pay them $1000 to buy out our contract! I don't know about you but we don't have an extra grand laying about! On top of that Guardian is still trying to debit our checking account every month -even though we called to cancel and actually had to put a stop payment to get them to quit that theft! If you all are thinking about a monitored alarm system RUN RUN RUN AWAY from Guardian, the only thing they are guarding are their profit margins! Yikes! read more

Worst doorbell ever! The Skybell is a piece of trash. Their service is terrible. We always have problems connecting to it. Guardian's solution is to get a technician to check it out for more than $125 for 30 minutes and $15 every minute after. Also, you can only get 1000 clips which runs out too quick. Too bad I signed a contract and now i must wait 'til it ends. Beware of this company. Don't sign up with this company. Do your homework and shop around! read more

I am selling home and moving into an apartment. Guardian refuses to cancel my service. Selling your home doesnt count as a reason to cancel! Homeowners beware! read more

Bought it from a nice salesman who told me I would get a free move of the alarm after a year. I moved 2 years later and they wanted $700 to move it. I then moved it myself and they demanded $200 to change the address it was monitored on. Near the end of my contract I called to get my final date and was told by my salesman it was june 2020. I called guardian corporate and they could not tell me and another department would have to call me back and was later told August. I asked for a final bill and was sent a bill in the mail that I paid and now am being sent another one and still have not received anything in writing about it being final and customer service has been unable to help with repeated calls. They have not been monitoring my house for over 3 months now. Then today I send them a message online about it and now cannot even see bills etc. And still no information about it being done. If I knew going into this it would be this way I would never have used their company. read more

Guardian responded quickly to my review on yelp. They reviewed the tape and found that their earlier operator had, in fact, offered me the option of getting someone else to take over the contract. Long story short, I was contacted by Deb, who was courteous and apologetic. We were able to come to an agreement and I closed the contract this afternoon. Thank you Deb! read more

Probably the worst customer service experience I have had in all my years of being an adult. Just when I want to cancel my services does the best customer service come out. What a joke! read more

Spoke with Mary (21469) about my expiring contract. She was very courteous and insightful and laid out all the options available to me as a client to enable me to make my informed decision to happily renew for 5 years. The process was all done electronically and was cared for in a matter of minutes. Extremely convenient! Thank you for the first 3 years of excellent service. Look forward to the next 5. read more

Seriously, pick another company. They provide you with a high end system but can't solve any of the problems that comes with it. Their solution is "you need to disconnect the two power sources". Horrible customer service. God forbid you have a fire and have them "protecting" you. read more

Customer service has been great! They are always willing to work with you on new equipment and the rate - the definitely value their customers. As far as the monitoring goes - never had an issue. Highly recommend! read more

We had guardian come out to transfer our wired home security to a wireless based one. The salesman was dishonest! We signed the contract that stated the initial term was 60 months. He explained since we had been a customer for 2 years already it would only extend for 36 months. Found out today, it started a full new contract. BEWARE, the sales staff are con men that LIE. I reread the contract today and yep, you could read it "initial term" from the time you sign not as he explained we had already completed two years. There is a reason the contract is longer than when you buy a car! Crazy long and not in the customers best interest. Lesson learned for me! Hope this prompts the next customer to read every word and if you are unsure...don't take the sales persons word for it. read more

If there was zero That is what Guardian would get. Throughout my service the equipment was mediocre at best. When I sold the home and moved out of state into an area that Guardian isn't available (not that I would have them anyway) they refuse to cancel my service. Do not ever sign a contract. The equipment alone was almost 5 years old and in technology that is ancient. When I called the customer service was rude and did not offer any solutions to the situation. Investment for the contract is an ignorant response as the equipment is completely outdated. If you need security go with VIVINT or AT&T. read more

Do not trust or believe anything Guardian Protection promises to get your business. The salesmen are fast talking con artist and the customer service/ account manager Kevin I spoke to was unprofessional and had nothing to say but slick comments. The house I recently moved to had Guardian pre installed from the builder but I already had a contract with ADT. Since the home already had Guardian equipment installed I requested a quote to see what it would cost. Since I wasn't planning on living at this location more than 1 year I was concerned about signing a 3 year contract but the salesman assured me that the contract was transferable to wherever I move during the term and the contract doesn't state anything about moving or transferring service. By him telling me this I cancelled my contract with ADT and went with Guardian. Now less than 1 year later I'm moving and called to transfer my service only to be told I would need to sign another 3 year contract. So I called my original salesman Joshua Molidor to confront him about his lies only to find out he no longer works there. Go figure. I don't understand why they would lose a customer rather than transfer service to another location. The salesman will tell you whatever you want to here to get you to sign that contract do not trust them. read more

Run away as fast as you can. Purchased a system as a housewarming gift for my daughter in Irving, TX. The tech left her a present by peeing in the toilet, leaving the toilet seat up & not flushing. The story goes downhill from there. The system is still not working. Good luck ever solving a problem. The wait time when you are transferred to the loyalty desk is 50 minutes. Need I say more? Run!! read more

This is a crappy company. Every time you call you are on hold for 30 minutes. I have their cameras and UPS can deliver packages and those cameras pick up nothing. If you time it up it takes pictures every 10 seconds. Be very wary not to sign a long contract in case you have a bad experience. read more

Never use these people. They will lie to you to get your business. The sales man, of course doesn't care, he doesn't work for them anymore. The office doesn't care, they can find the magically disappearing clause and the legal department simply lied. Thank you all so much, Guardian. We want the world to know not to trust you. I told Guardian that I didn't want to sign up because I only needed it for my mother and she was very old and probably wasn't going to live very long. They said they would write it into the contract that it would be cancelled if she she died. 'We want to keep her safe' BAH But, when she died, that part of the contract vanished because it was 'digital'. They promised to cancel it, but because it wasn't in her name, they wouldn't stand behind their promise to cancel it when they got her death certificate.. Thanks again, Guardian, for making Mom's death just that much harder. Jm If I could have given zero stars, I would have. read more

Guardian Protection Services provided a flawless presentation and excellent installation. I am extremely satisfied with the service and recommend their home security service. read more

I have had Guardian Protection for 10 years. The first five years were great. When my contract came up for renewal in 2014, ADT offered me comparable service at a savings. Tyler M.,one of Guardian's sales reps, came over and offered me upgraded equipment with two camera's and waived the installation. So, I stayed with Guardian. Even though a contract was signed that reflected an installation fee, Tyler assured me that the fee would be credited. I had given Tyler a check for the installation fee and the next few bills on monitoring had not been withdrawn from my bank by Guardian as they showed I had a credit so I assumed Tyler had done what he said and waived the fee and put the money I gave him towards my monitoring fees. Long story short, Guardian didn't stand behind the waiving of installation fee and now, 5 years later, every time something goes awry with the monitoring system, threats of not being able to fix the system or send anyone out to address issues are hung over my head until the balance is paid. Threats of continued draws from bank account of monthly monitoring charges, even if account closed, until installation bill is paid are made by customer care associates. Extorting money is their favorite past time. read more

I usually do not write reviews like this but I was very impressed w Carrie at Guardian Protection customer service center. She went above and beyond to correct my problem w my bill and exceeded my expectations. read more

If you need service because THEIR camera is not operating properly, they make you pay for a 'supposively' working one AND whatever it cost to install it. IF the device is outdated and an upgrade is needed to make your device work, guess who pays for it... this is after you call them several times about device not working. OH, plan on having your device(s) disconnect and connect whenever it feels like it. Can go on, but i'm just sick of their poor service... wanting out of this stinking contract. read more

Friendly staff, knowledgeable sales professionals and by far the easiest, most efficient system on the market today and we have tried just about all of them. read more