Guardian Protection 4+

Unhappy

I am new with Guardian Home Security and after signing on with Giardian, a couple months into the contract two areas of my home showed that they were not functioning properly. I called for service and I have had to wait over 5 weeks for someone to come and look at the problem.

The reason for the delay that was given to me was - Covid. If that is true then don’t take on new clients if you cannot service them.

I would like to talk to someone about this delay.

Awful Customer Support. Awful equipment

Our keypad failed to clear a fire alarm with both sets of codes. Tech support failed to call us to confirm emergency before sending FD. We didn’t have our phones with us to disarm the system via the app. Every alarm in the house was going off for 15-20mins until we (ourselves) could clear the alarm with the app. They couldn’t do it remotely while on the phone, and the panel was still registering a fire with sound alarm. We couldn’t clear the panel. After 1hr + on the phone with tech support reentering sequences of codes we said enough and asked for a tech to come out. They then wanted to charge US to have a tech respond to service/replace the panel…a full week later! Terrible…after much chagrin and complaint, they were willing to waive the service fee. Awful customer service and business model. We were considering canceling right there and now but Guardian would charge us $800 early cancellation fee. Yup! Typical tech contract scheme with poor customer support and ownership. I decided to use the app disarm ‘at home’ feature and sure enough…it cleared the panel. No thanks to support or the panel instructions. Horrible. Avoid this service. Don’t reactivate or renew and enjoy your useless home décor.

I would give zero stars if I could

This app is no help. My stupid doorbell camera went on the fritz about 4 months ago and nothing seems to fix it! It is constantly shutting down and says it is loosing connectivity. What good is having the camera if it only work intermittently?!?!?! It says how to fix it, but you have to be home to do it?! I got this system because I work 48 hours straight, very disappointing. I’m not going to pay almost $100 for someone to come out again, THAT IS RIDICULOUS! I’m ready to switch to Ring or another company. I tried to go to customer service on the app and send an email, due to being at work, and I get a mailer demon email stating the email address is not able to go through so then I click on the service ticket in the app and I get an error message and get kicked out of the customer service area. What a joke. On top of that, the thermostat settings don’t work. I did a set temperature for both the week and weekends and no matter what I set it at it constantly changes itself to 80-83 degrees! Those aren’t even temperatures I have set in the app so I have no clue where it is coming from.

Developer Response ,

Hello,

We are sorry to hear you are having issues with the doorbell camera - typically connectivity issues are caused by internet problems. Please email us at wecare@guardianprotection.com so we may assist further with this.