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Guardian Alarm

6222 Wiehe Rd, Amberley, Ohio, United States, 45237-4212

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Guardian Alarm Reviews (%countItem)

I had changed sliding doors and the alarm was off. I had called asking help to put the system back on the window......did not get help but I was obliged to have somebody coming to my house to reinstate the security system, cost 35 dollars for 1/2 hour.
The man came, put the part back on, did not do anything else. the French door still appear on the panel as sliding door. And ended up charging me 85 dollars for 1/2 hour. Yesterday as I wanted to set the alarm, t showed a problem with the sliding door. I did not receive any call or message or email...total lack of security. Moreover, when I went to check, the man did not change the sticking part and the smaller part had fallen on the floor.
Conclusion, it was not 35 but 85 dollars thrown out. The whole experience is outrageous and needs to be taken care of.
This is what I had sent to Guardian Alarm. I also wrote several times on their site without any answer. Moreover, what their technician did, stick back the old piece without anything else, did not stay. I found out the piece on the floor while vacuuming. Guardian Alarm did not call me or left me a message or an email. The system was not working, and I waited in vain for a few days to get a call. Finally, I put the piece back by myself with a new piece of mounting tape and after a few days the system was back to working.They just did not bother. In the meantime, I have an automatic payment for the monthly fee. Since I was waiting for an answer to my complaint, they put the monthly fee towards my bill and sent me an invoice of two months being unpaid.
The whole experience shows an abuse to make me pay, and may be discrimination against a foreign name with an accent.

Guardian Alarm Response • Nov 25, 2019

We will place a credit on her account for $50.00 as a 1 time courtesy. For future reference for the customer service charges without a maintenance plan the cost is $85.00 for the first 30 minutes and $35.00 each additional 30 minutes and cost of parts.

Customer Response • Nov 25, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

just now

I had 3 no call no shows. When the installer finally came, he could only install two cameras. They are charging me for a third camera that I do not have. I have called and emailed for 60 days without resolution. It's still not resolved. I wanted to do more business, but they cannot resolve this situation. I was a pre existing customer before this mess

Customer Response • Feb 07, 2019

Guardian Alarm was no call no show. The attachments are below.I wasn't going to pay for a camera that I did not receive, so they offered me nothing . And they lied and didn't apologize and compensate me for 2 months worth of calls and emails to resolve the issue.If they remove the charge for the third camera and install an outside camera in place of the doorbell camera at no charge, that would satisfy me.

Guardian Alarm Response • Feb 07, 2019

The customer no accessed our installers on 3 different occasions at which time tags were left on the customer's door. Each time this happened, our installation manager reached out to the *** and rescheduled. After the third no access we were on the verge of cancelling the upgrade due to cost incurred to roll a truck to a vacant home on 3 separate occasions. Despite my team's concern of rolling a truck yet again, I insisted we take care of our customer, life happens and I understand that fully. At the time of our 4th visit to the home, the technician wrote a change order which amended the original agreement to replace some of the items sold with similar items that better fit the customer's needs. This form indicates there would be $0 change to the original order. On this change order it clearly indicates that one of the doorbell cameras was not going to be installed and that the original order would change by $0. This form was signed by *** on December 20th, 2018. The original contract for this installation was for 2xdoorbell cameras, 1xinterior camera, 1xradio, and 1xautomation chipset for $600. This price reflects a 20% discount off our normal pricing. As a courtesy, despite the change form indicating there would be $0 change, I have placed a credit action to the *** account for $160 plus reversal of tax on this amount. This $160 credit is for the doorbell camera not installed at the itemized price it was included for on the original agreement. It will take approximately 3 business days for this credit to be reflected on the *** account.

Customer Response • Feb 07, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards

Guardian Alarm Response • Feb 08, 2019

We can offer the previous resolution of $160+tax or install an additional outdoor wifi camera, not both. As an additional courtesy, I can extend an offer of 2 months of monitoring credit for the inconvenience.

Regards

Ryan

I paid $105.93 in the form of a money order on December 20, 2018. My bills have not reflected that payment. Today I was told that a payment was made this week in the form of a check for $99. I didn't make that payment but no one seems to know what happened to the money order that I gave to the sales representative. I was told also that Nicole noted on January 21, 2019 that I was mailing in the payment. I never told her that.

Guardian Alarm Response • Feb 04, 2019

We pulled copies of the agreement and the money order. I have included a snip of the agreement so as not to disclose personal information regarding the security system and a full copy of the $99 money order. Both clearly have the same signature of ***.

We have been Guardian Alarm customers for many years after they took over ownership from *** but we hardly heard a peep from them until last year when they sent us a letter saying we qualified for an upgrade to our system and would be able to get special pricing. We called, the salesperson came and pitched a system with upgraded features but not only was the up front cost $500 to $1,000 but our monthly rate would double. After getting a couple of more estimates we decided to to go with a different provider that was half the monthly cost of Guardian. I called to cancel our service in the Sept/October 2018 time frame and told them we we're switching but they kept trying to send me to a retention specialist. I finally just sent them a cancellation notice through their website message/question board explaining that I was not happy and terminating my service. I never did hear back from them. Come 2019 and I find they are still billing my credit card for a monthly fee. On January 11th I call them to complain, cancel service and ask for a credit but once again customer service says they cannot cancel without having me talk to a retention specialist so after waiting on hold for about 25 minutes they tell me they are busy and will call me back so I leave my information. No one calls me back until two and a half weeks later upon which I explain everything again and they finally agree to cancel my service but will not give me back credit for any prior billed months because they did not have a record of my calling in the Fall of 2018. They said only their billing department could give a credit so they transfer me to them but they were not authorized to give any credit either and told me I was still being charged because I had to give them a thirty day notice to cancel. A credit back to the original time I called and notified them would have been less than $100 but instead I now have to write a negative review and get in touch with the Revdex.com. Lousy customer service led to this and I would now never recommend them to anyone.

Guardian Alarm Response • Feb 04, 2019

We at Guardian Alarm record all inbound calls, there are zero calls to us originating from Mr *** or any of the phone numbers listed in his contacts remotely near the date claimed up until Friday February 1st when he called in to cancel.

Customer Response • Feb 04, 2019

Revdex.com:
,
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If they record all calls then I was never informed of thisbut I doubt that it is true. I asked them to look up my calling history when I last called them on February 1st. They originally told me they did not have a record of me calling before but when I insisted that I called before they spent more time digging into their records and told me they were mistaken and that I had called to cancel service back on January 11th but then said they still could not give me any credit for past billing because I had to give them 30 days notice and that would not be up until February 11th. I was just out of luck. They told me they do not enter any information in your record when an upgrade is proposed by sales and that encounter is what prompted me to send them a message through their website to cancel my service. That communication tool must not be monitored or saved as well so again I am out of luck and they hold the cards because their systems are not integrated. I guess my only recourse is to lodge a formal complaint about their shady business practices.

Regards

I was using guardian alarm for both my home and business. My office location moved across the street and due to issues with the current alarm from guardian they upgraded to a different model. As part of this deal they agreed to not lock us into a new contract. However when we realized their service was not monitoring correctly we chose to disconnect with guardian alarm and go with a new service provider who could ensure proper monitoring for our office. Despite the sales rep repeatedly ensuring us no contract was signed guardian has proceeded to charge us a cancelation fee and even failed to discontinue our service after requested. They actually called over a month after we removed their system to inform us of a lack of communication. (A burglar could empty a warehouse in a month). Businesses make mistakes and I don't want to share my story with others, I simply want them to do what they promised. There should be no balance and they are welcome to take the old gear. Harassing me with letters from an attorney is stupid and I don't want to make this a much bigger issue.

Guardian Alarm Response • Jul 23, 2018

He signed an 18 month agreement in March of 2017 as you can see on the attachment and cancelled service in September of 2017. He did not fulfill the agreement, therefore bill for Balance on contract.

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Address: 6222 Wiehe Rd, Amberley, Ohio, United States, 45237-4212

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