Guardian Protection

They are a security systems company. They had a good system and were fairly priced too. I had some issues at first with the system, but it really wasn?t their fault. It was the way that the signal was running, but they had taken care of it anyway.

Guardian came out within a day of asking for an estimate. They scheduled us within a week of accepting that estimate. The technician that installed the system was courteous as well as the guy who represented the company (Kirk). It went well overall.

Let me start with the ending: RUN AWAY from this company! Lock your doors, and if they have your phone number, change it! Here's how I have come to that conclusion: When we purchased our new home in the Old NE section of St. Pete, there was an existing alarm system from that had been inactive for more than a year. Wireless sensors were still in place on most of the doors, so we knew re-establishing service wouldn't be too big a hassle. We got 3 estimates, and since one of our friend's was working with a new company and they were competitive, we gave them our business. (NOTE: That friend no longer works for Guardian). We thought we were signing up for a 2-year monitoring agreement -- it turns out that it was a 5-year agreement (lesson: don't trust even friends -- READ EVERYTHING before you sign!). So, when the technicians came out to install our "updates", the work order (that we had already paid $750 for) indicated two more new "door sensors" than were actually needed. We were promised a refund (actually, a credit), but more on that part later. What was supposed to be a simple "update" of our existing system -- turned into a 6-hour ordeal with technicians coming and going for additional parts, standing in our front yard to speak to "higher ups" about their problems, and eventually a "supervisor" coming on-site! Would that I had read THOSE tea leaves and escaped while I still had the chance! The system was installed for less than 2 weeks when we realized that the sensor on one of the doors has fallen off...(they're stuck on the door with adhesive tape -- glad I spent so much money on that!), and upon inspection, we learned that because the french doors open out (and the sensor has to be on the inside), the sensor parts will actually press against each other if the two doors are opened simultaneously. I called the company and was told it would be $85 to have someone come out to re-install the sensor ($85 for some new double-sided, foam tape? Again, I should have seen the signs that more was to come). I declined and attempted to re-install the sensor myself. Unfortunately, if the sensors are placed far enough apart to NOT hit when the doors are opened simultaneously, they are too far apart to work. The suggestion from Guardian was that we SHOULD have had a sensor for each side of the door, so I was going to be charged $85 for a service visit, plus more than $100 for the new sensor, plus another $17.50 for each quarter-hour the technician might spend OVER the first hour. Recalling the 6-hour install, I declined and purchased some new double-sided foam tape and effected repairs myself. My fix for that door lasted a while, but then the first bill (ACHed from my checking account) hit, and it did not include the promised REFUND for the 2 sensors that had not been installed. So I called and started playing phone tag with collections, customer service, tech support, installation, and everyone else who would take my call, listen, promise me a resolution, and then never follow through. (I suspect that they were waiting for some time epoch to expire -- I would guess a "point of no return" when I couldn't cancel anymore -- but that's not fact, that's just my opinion). In any case, it would take several months for them to finally "fix" their billing system, although my records show that I was never fully credited for those two sensors -- only that they stopped trying to collect for it. About 6-months in (I believe it was in December of 2008) I noticed that my fix (the double-sided tape) had failed on that sensor on the door -- the heavy part (with the battery) had fallen and disappeared (probably a dog or a child had absconded with it). Again, customer service says that a new sensor plus $85 in on-site service fees will be charged. I learned how to bypass the setting on that door and again politely declined. Then, earlier this year, I called (I think it was in April) to inquire as to when I had to notify them of my intent to cancel. This is when I was informed that my contract was for FIVE years, not just the 2 we had originally discussed. I found my old contracts, and after looking on the back, in pre-printed fine-print, there it was -- a 5-year commitment. The cost to cancel was sufficiently high as to eliminate any potential savings, so I left things as they were. Not happy, but considering it a lesson re-learned. So now we come to August, 2009 -- and I get a letter in the mail. It says that my system is no longer communicating with their system, and we need to test it. Being an IT consultant, I "clipped" onto the phone wire and confirmed that the phone line was still working and called the 800 number provided. I was told to force an alarm (which I did), after which I was told that they didn't get a response from the alarm (shocking, I know -- I thought that letter was an accident!). The "technician" on the phone proceeded to tell me how to do some basic things -- and each time she said "press this button and that light should go on".... she was wrong. I pressed buttons and read back displays for what felt like 5 minutes (probably just 2, as my frustration level was getting close to critical!) Eventually, I was able to clear the event (using her instructions, but ignoring the "displays" she kept saying I would see). Now, it turns out I have the "platinum protection plan" on my system -- so if their equipment fails to work correctly (like this), they'll come out to fix it for just $25 -- unless they can find a way to claim it's not "normal wear and tear", in which case it's back to the $85 for the first hour and $17.50 for each quarter hour after that. (REMEMBER: these will be the same technicians who took more than 6-hours to get the thing to work right in the first place!). When I complain that this is "open ended", the response is the rough equivalent of "the Taliban are already knocking on your door -- and you're not protected -- is there any cost too high for your family's protection??" The short answer to that was YES -- there is a price too high. And they REALLY oversold me on the "is ther any cost too high for the protection of your family" bit. I refuse to pour more money into the losing proposition that is Guardian Protection Services. One of the BEST lessons my father taught me was that one finds ones self in a HOLE, the FIRST thing to do upon discovering this fact... is to STOP DIGGING! I'm not done by a long shot with these people... but I am finally so overwhelmingly convinced that this is a company that people should be warned about, that I'm spreading the word. There are a lot of EXCELLENT alarm companies out there -- we used a different company at my previous home, and had multiple issues that were always quickly taken care of, and never with "open-ended" billing. I will call them again as soon as I am out from under Guardian. So I repeat: RUN from this provider! Lock your wallet! They will nickel-and-dime (actually $85 and $17.50) you for every penny they can dream up!

Great experience, highly recommend.

Bam! A bright flash in the bedroom and a clap of thunder. Knew we were in trouble when the power went out. Ventured out in the rain and saw the chimney in pieces. All electrical systems fried. Our alarm company had for years been trying to have us replace our 30 year old key switch system. This provided the opportunity. Called a number of companies for estimates - including our current provider ADT (see our report on ADT). The best estimate was provided by Kirk Booher at Guardian Protective Services. Excellent presentation of the product, thoroughly professional demeanor, and exhibited wide knowledge of the complexities of re-installing a whole house wired system. We did purchase some upgrades, and their cost and function was thoroughly explained. The appointment for installation was made and kept on time. The job extended to a second day because of the complexities of the old system's wiring. Both installers were proficient, clean, and were especially responsive to our questions. The system is up and running perfectly and a much better deal than was provided by ADT.

I have been with them for nine years now and I wanted to change my provider. Their contract states that you sign up for five years. If you do not cancel within sixty days of the end of the contract, you are automatically signed up for another five years. If you try and get out of the contract, they charge everything that you have used for five years. They have been adequate though and done what they were supposed to. The reason I tried to change was that I got rid of my landline. They do not have any feasible cost-effective way of monitoring over the internet. So in other words, I would need to have kept my telephone company to maintain my contract with my alarm company.

Kirk came out and was very flexible. He did a good job. He came out late on a weeknight because that is what worked best for us. He didn't oversell.

They have been very good. Their service and mechanics have been accurate. They will always call me as soon as the alarm goes off and will send the police if necessary.

Everything was handled in a professional manner. Installation went smoothly, and Kirk Booher was very well informed and knowledgeable about the system. He took his time to explain and go over options both before the agreement was signed and after installation.

From start to finish I was extremely satisfied with the knowledge, and the professionalism shown throughout my jobs completion!

We're in the midst of a remodeling project that expanded the living space of the house, changed doors, etc. We needed to make changes to the security system to accommodate these changes. I contacted Guardian and another company to obtain estimates and any suggestions on updating, etc. the system. The other company's representatives scheduled their visit first and did a walk through with me and agreed to give us a quote. Kirk responded promptly, arrived for the appointment precisely on time and was very helpful in explaining alternatives and making suggestions. He seemed to be quite interested in helping and in making sure we got what we wanted and needed. He prepared a detailed quote. We decided to go with Guardian based on the quote (even though it was higher, it covered more) and based on the sense that Guardian would provide the service that we wanted. The installer arrived on time, was very professional and got the system operating. He gave me a thorough tutorial on the operation of the system.

We called Kirk Booher to see about a secuity system. He came to the house that day. He was very knowegable about his product and spent the time needed to explain it to us. He toured the home and made suggestions and recommendations. He did not push us to get more of a system than we needed. The installation was done a week later. John was prompt and worked all day to install it. He cleaned up and prevented messes. He was thourough and explained what he was doing as needed. He made sure that I understood the alarm when he was finished.

Do not use this company. Beware of signing their contract. You will be signing for 5 years which will automatically renew for an additional 5 years unless you inform them in writing 30 days before the contract expires. If you sell your house or move you will still have to pay them the full term of the agreement even though you no longer use the service. They will not allow you to transfer the contract to the new owner or tenant. they require you to pay them the full amount of the contract in order to be done with it. They are expensive for monitoring and the only way they can keep customers is to dupe them with their contracts.

We had our system installed in 2007 and have been very happy with the service. I have had the service people come out to check on some minor problems and they have always done a great job. We have asked them to send extra yard signs and they always do this for no charge. Recently, our battery in the motion detecter was low. The 1-800 customer service rep called and said they had a trouble code. They helped us bypass the problem until we could purchase a new battery. Once I installed the battery, I wasn't sure if the detecter was working properly. I called and spoke to Chris at the main monitoring technical service line. He walked me through a test of the motion detecter. He was so nice and helpful. We are always delighted with the monitoring and customer service.

Everything went well. Kirk helped us pick out the best system for our particular home. Installation took approx 6 hours. The installer was very nice and professional. We have found the system to be very user-friendly. We received a discount because of angie's list. They also happened to be running a Saturday special on the day we booked, which waived part of the installation fee.

The experience was great, it was a smooth transition. The salesman was great and offered me a good price. The installers were very professional.

We needed an alarm system fast. Guardian salesman arrived when promised, reviewed floorplan, made recommendations and quoted price. So far, so good. Installation guy, apparently an independent contractor, commented negatively on design by salesman. Did not install motion detectors which took small pets into account. Installed detectors in extremely visible area, exactly where we told him cats would be. Cats set off alarm every day. We weren't able to go on vacation because we couldn't set alarm due to motion sensors being constantly set off. Called to complain several times, and company finally showed up a month later (missed two appointments entirely); corrected motion sensors and installation area. Because of problems, we were told we would have two months of free monitoring. Because they billed us anyway, they offered three months. This was later expanded to four. They continued to bill incorrectly; this was finally fixed after five months. We would request that they not arrive until after 9; they called at 8 and said they were in the driveway; alternatively, they simply didn't show up after we'd taken time off work. Our experience overall is that this company has no idea what its various departments are doing. Customer service is virtually non-existent. Unfortunately, we are now stuck in a service agreement. We truly cringe when we get an envelope with their logo on it, since it probably represents another problem. I wouldn't even recommend this company to people I didn't like.

The company representative was very professional and explained all the options we had for alarming our doors and windows. A few days later the technician came to our house and installed the equipment. It took about 6 hours to complete the work and after he finished the tech spent a great deal of time explaining to me how the alarm system worked, how to operate the key pads, etc. He was very knowledgeable. A few weeks later we decided to have another key pad installed and the company representative was very helpful and got a tech out to my house to install this additional keypad. Overall, things went very smoothly with this company and all the various people we interacted with from Guardian. I would highly recommend Guardian if you are looking for an alarm company for your home.

Kirk came on time. We discussed what we wanted and what was available. We decided to have an additional control panel, voice link, smoke sensor, medical panic button remote, and remote key access installed. We used the coupon savings offered through Angie's List to help offset the extra cost. The installer, Mitch (?) was very good and very friendly. He completed the job in one afternoon and was so careful about the house, because he had to work all through the house.

We received a visit from our salesperson, Kirk, on Tuesday evening. He came to our home in the evening to accommodate my husband and me. He took a lot of time with us to assess our needs, walked through our house, made recommendations, and gave us several options. After we decided what we wanted, he scheduled the installation for the following Thursday. Our Guardian installer, Duon, was punctual, professional and courteous. He was at our home from 8:00 am to 3:30 pm. Kirk also stopped in during the early part of the day to walk Duon through the house and to go over the spec's to make sure everything was done properly.

It went very well. Accurate estimate. Efficient, timely work.

Kirk came out to our house to give a presentation and an estimate on an evening when my husband and I were available after work. He thoroughly explained the system and monitoring, as well as the alarm panel. He was very professional and able to answer all our questions. He did a walk through of our home and was able to recommend a system that fit our needs. He took into consideration the kind of protection we were looking for, as well as the fact that we have pets in our home. The price for the installation was very reasonable. The install went smoothly. The installer was on-time, courteous and very helpful. After connecting the system to the phone line, he made sure our internet was back up and running and made sure any mess he made was cleaned up.

Kirk is great! I called to schedule an appointment and he was able to come by that very same afternoon. He met with my husband and I and explained the various options available to us and did a walk through of our house to make recommendations on what would be the best use of our budget. We especially liked that we could tie the system into our cell phone and not have to have a land line installed for very little extra cost each month. Installation was scheduled for two weeks later and the guys showed up on time, cleaned up after themselves and were gone within a few hours. Kirk encouraged us to call anytime we have questions and I feel very comfortable with the security options we went with. Hopefully we'll never have to really use them!

The whole process was fantastic. There was a sense of urgency on my part as there had been an issue in my neighborhood. Kirk was able to show up the day I called (2 days before Xmas) and worked up the estimate that day. They were able to fit my install in as we were leaving for vacation right after new years. The installer was great - stayed until 8pm that night to get everything just right. I was very happy with everything.

The process was very quick. I met with Kirk Booher one evening to discuss in detail a proposed plan to secure my home. The price and equipment available were very competitive. After interviewing three different companies, I thought Guardian was the best fit. The alarm system was installed the next week. The men that came out were clearly knowledgeable and were able to wire parts of the system in discreet places through the house. They also spent time training me to use the system.