Complain about a product or service

Guardian Protection

John of Joppa, MD October 7, 2009

In Dec 2005, I purchased a home. I set up a contract with Guardian security to install a monitered alarm system in my new home. I understood that the cost of the alarm system would be free but conditional upon keeping the alarm monitered for a 36 month period. Payments were deducted from my checking account each month. After a few months, my wife and I decided that we didn't like the neighborhood and we put the house up for sale.

In Nov 2006, we sold our house in Delaware and moved to Maryland. We understood that we would still owe Guardian for the remaining 25 monthly fees of 29.95. However, Guardian customer service stated that as long as we used them at our new home, we would be within the terms of our contract. My wife and I agreed to have Guardian install a new alarm at our new home in Maryland. McCracken Inc. was to send an installer out to our home, the day after our settlement (around 11/8/06). Mr. McCracken had also been subcontracted by Guardian, the year prior for our home in Delaware and we liked the service he had provided before.

Unfortunately, the installer never showed up. Mr. McCracken apologized and explained that he was having staffing issues at the time. He promised that it wouldn't happen again. However, the next appointment was broken as well. I then called Guardian security and explained that we no longer wanted to deal with Mr. McCracken. Guardian could send someone else or let us out of our contract with them as were now paying for a service that we were not receiving. The people at Guardian contacted Mr. McCracken on this issue and he called me around 11/17/06. I explained that he had let us down twice and that we would not allow him to schedule a third time. He said that he'd be losing money as a result but made no mention that he'd be asking me for money at any time in the future.

In going over the situation with Guardian security, they allowed me to get out of the contract without a new alarm for the home in Maryland. The last automatic payment of 29.95 was taken from my checking account in Dec of 2006. Customer service said that was a mistake and told us that we'd receive a refund, which I'm not sure ever came. Later, I contracted with Brinks Security to moniter our home.

On 10/6/09, I received a call from a collection agency in regards to owing money from my alarm system that I had in Delaware, nearly 3 years ago. Mr. Robert M. of the collection agency stated that I owed 1410.50 for this alarm system and that I had defaulted on my contract. I explained that Guardian, who I had the contract with, had agreed to end the contract. I later confirmed this fact with them. As it turns out, McCracken Inc, had put me in collections, not Guardian, who my contract was with. I had no choice but to pay this with my credit card as Mr. Mays was telling me that my FICO score was about to drop.

I've maintained an 800 score for several years and never had a collection agency call me before. I asked the collector about the statute of limitations and Mr. M. refused to answer or give me an itemization of the 1410.50 figure. I then called S. McCracken to see what had happened. He explained that Guardian made him responsible for me ending my contract and that he had suffered a significant financial setback as a result. I let him know that Guardian security had informed me that I owed them no more money back in Dec of 2006. They had my new address and so did Mr. McCracken.

I asked why I didn't receive a final invoice from him and he admitted that he had mailed it to my former address in Delaware, rather than my new address in Maryland. I asked if he had attempted to call me and he admitted that he had not. As of now, I've told him that I needed to take the collection agency out of the picture by paying them off. (I wonder what this will do to my FICO score.)I'm waiting to hear back from Mr. McCracken 10/7/09 in the morning. If he tells me that he can't pay me back, I'm not sure what I can do.

Carol of valparaiso, IN September 18, 2009

We signed up for the system understanding that the system was mobile. We move often due to work. System is NOT mobile. That was obvious after install. We could not terminate 5 year contract. Sales rep very misleading. We moved to another state. We are stuck paying 25 per month for another 4 years! If we transfer service they add another 3 years to the service. None of this was explained to us. We told the sales rep that we move. He said "oh that ok people do it all the time.. The system is mobile.. very easy" We thought it was the end all answer. What a scam! Very misleading! Beware!

Michelle of Del Valle, PA September 15, 2009

I started service with Guardian and I asked the salesperson at the start, what happens if we move within the contract and I was told it ould be transferred or cancelled in the event of relocation. I knew that I would ne relocating in less than 3 years. I would not have started something if this was the case. Now, if the buyer doesn't want to transfer the service or we don't move to a location that we can use the service, we are responsible for the remaining 22 months. Obviously, dishonest sales people. I asked if we could compromise on the remainder and she just kept repeating the same options with no emotion. Even if I tranfer the service, why would I trust this company? The equipment installed originally had to be reattached several times because it was just glued to the doorway. I should have known!

Frank of Hayward, CA August 1, 2009

On June 26, 2006 I purchased a used 1997 Volvo S90 and at the same time paid 2300.00 for a 36 month or 125,000 miles warranty from Guardian Warranty Corp thru the Used car dealer Quality Plus Auto. I paid for the comprehensive or full coverage on the vehicle. During the summer of 2006 when temperatures rose to 90 degrees and over, the air condition unit did not work. I took the vehicle to a repair shop who contacted Guardian and they were told the air condition unit was not covered under the Insurance Plan that I had.

A few months later I took the car to a Volvo Dealership for repairs and handed them the card plus the brochure for repairs as stated and they again were told my plan did not cover the repairs. I immediately got on the phone to Guardian Warranty and I was told that my coverage was for the standard and not comprehensive plan even though I paid for the Comprehensive or full coverage and I should contact the used car dealer. I did contact the used car dealer mentioning what had transpired with Guardian. The used car dealer apologized to me for the error on the paper work as I had dealt with him directly but his employee who also admitted that he had made an error and he (the owner) would contact Guardian to have the matter corrected.

The used car dealer then telephone me and said to me that Guardian wanted me to contact them in order to make the correction. When I contacted Gaurdian they told me the Used Car Deaaler would have to straighten the matter with them. Both the Dealer and myself met at the dealer's office and called Guardian who then informed us that they were not aware of talking to the dealer or myself and refused to make the correction to the policy. I paid out of my pockets to have what ever repairs were needed on the Volvo.

This past April the Air Condition unit started acting up and when I took it to the mechanic it was diagnosed that the car had a faulty compressor and the standard plan provided repairs for the compressor. The Mechanic shop then called Guardian who and they then informed him to provide a list of all the repairs that were needed. At the end of May I made my mechanic shop aware that the policy was expiring on June 26, 2009, he contacted Guardian who informed him the claim was reported before the expiration date and they would honor the repairs. Given that assurance and the mechanic being backlogged at the time and the repairs not being urgent, I was asked by the mechanic to bring the vehicle into his shop so that the repairs could be done.

When he contacted Guardian he was told that my policy expired months ago and they had no record neither were they aware of any such conversation. I was in the garage standing next to the mechaanic when the assurance was given therefore I am aware that such a call was made.I had the insurance included with the purchase of the vehicle there in addition to the premium I had to pay interest. I have seen many cases of these fraud being incurred by companies who claim they sell these insurances policies and when time for repair they do not honor their obligations. At this juncture I do not know what I could do be reimbursed for the expenses that I have incurred, when I discovered the dishonesty by Guardian and asked to be refunded, they claimed at the time no refund ccould be given as the policy was almost one year in effect.

Renee of Detroit, MI July 7, 2009

I signed up with Guardian in 2005 when I purchased my home. The keypad was already in the house, so I signed up for the monitoring. The tech scratched out the 5 year contract stipulation and made it 3 years. So for 3 years, I dealt with false alarms and unecessary service calls! After a year, they sent me a letter indicating that in order to comply with the FCC, they had to switch from analog to digital, and I, the consumer, had to absorb the charge! It was 300+ just to rent the equipment!

I refused to pay it and was contacted by a retention rep, Sandy. I explained to her that I only planned to reside in the home for another year or two, which would be after my contract with them ended. She convinced me that it was necessary to maintain communications between my alarm and their monitoring center and talked the price down to 3 payments of 33 on my monthly statement. She also assured me that when my contract was up, that I would be "fine." I advised her that my monthly fee increased from 29.95 to 35.95 and she stated the 29.95 was only an introductory rate. I was adamant that I was not advised of it and would not pay it, so she adjusted my monthly charge as well.

The new digital transmitter was not compatible with the ancient box that was already in the house, but I could not afford their upgrades, so I dealt with false alarms and frequent calls from their monitoring center.

One day, my house was actually broken into and the Guardian rep stated they did not dispatch the police- they dispatched my 68 year old grandmother who was listed as a contact on my account! I had to call the police myself after my house had been open to the public all day while I was at work! Upon hearing that I had Guardian, the police officer scoffed and said, "Get a different alarm company. Guardian has too many false alarms!"

When I located a better offer through ADT, I cancelled the Guardian account. I was well outside of my 3 year contract, but they billed me 806.98 because my contract automatically rolled over to a new 3 year term when the other expired! I was livid! They stated it is clearly listed in my contract with them- and it is. #29 on the back of the original contract that was signed 3 years prior! It's just below the indemnification clause that holds them harmless from claims that their equipment was faulty or their performance was poor in the event of theft! The salty rep also told me to watch out for ADT because they may have the same clause. I told her that I would pay to retain legal representation before I pay them an early cancellation fee!

Angela of Baltimore, MD March 23, 2009

Angela of Baltimore MD (03/23/09)
Back in November of 2008 I posted my feelings toward Guardian regarding a contract that I feel I was tricked into. Since then my husband contacted their headquaters via e-mail, and expressed his feelings toward the way this contract was handled. Surprisingly, he was contacted by someone from corporate and they agreed to let us out of the contract with a payment of 346.08 (12 monthly payments of 28.84). We accepted this offer. I am not sure if this will help anyone, but just wanted to let everyone know how my situation was remedied.

Skaria of Bowie, MD March 20, 2009

Skaria of Bowie MD (03/20/09)
We signed with Guardian Protective Services when we bought our new house. When we signed with them they told us that after 5 years we own the equipment and we can cancel the service after wards. After 6 years, I called to cancel the service they told me I couldn't not cancel the service w/out paying a 1300 penalty fee. They said there was a clause in the agreement that says there is an automatic renewal at the end of the 5 years. We were never told about this when we signed up with Guardian.

Right now because of the economic conditions we are shopping around for lower rates. Competitors are offering 11.95 or lower to monitor our home but the lowest Guardian will offer is 21.95. They are forcing us to stick w/ them and make us pay high exorbiant rates, knowing that they can penalize us for 1300. There does not provide anything better than the 11.95 service for us.

Felicia of Winston-Salem, NC December 22, 2008

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