I wish there was a way here to give it zero stars. I've never had a worse customer experience than I did with Guardian. This is company is focused on collecting money through contractual obligations, not in building a brand around valuable products and customer service.
Several months ago, a sales representative from Guardian Protection Services presented me with a contract for home security services while I was in the process of building a new home, as a part of a business agreement they have with my home builder. He set the expectation that the commitment was risk-free because I could change my selections or cancel the service at any time. The product features were the focus of the conversation, not the contract terms. I certainly was not made aware of any multi-year obligations or early termination fees. Pre-wiring for the security system was completed as a part of the home construction project. Prior to the hardware installation date, I contacted Guardian by phone to let them know that I didn't want to move forward with installation. The person that I spoke with did not mention at that time that I would be billed for security services anyway. Only a month later, I noticed that Guardian had automatically withdrawn a payment from my bank account, although it never installed a functional system in my home. I had made the assumption that I wouldn't be billed for a system that hadn't been fully implemented. That would be like a cable provider billing someone who is without cable boxes in his or her home. I assumed the initial withdraw was done in error and that it might be corrected once the information that I never completed installation made its way to the billing department. After a second auto payment was withdrawn and I made a second phone call, I realized that I was sadly mistaken. This company fully intends to hold its customers hostage to multi-year contracts, regardless of whether or not they ever implement the system. I was told my only option was to move forward with the installation and contract in its original form or pay a $3000 early termination fee. $3000! As point of reference, the monthly fee was $54.95. I spoke with three different Guardian employees over the past three weeks, one of which was a supervisor, and was sadly disappointed to learn that all employees have been trained to only discuss the terms of contractual agreements, regardless of whether or not any services have actually been provided. I am greatly concerned that this company intends to bill for services it has never actually provided and cannot imagine how they are able to recognize revenue in accordance with GAAP accounting principles. Most of all, I am disappointed by the lack of respect as a potential loyal client and as a human being. I feel that the sales person gave me the bait and switch approach during my home buying experience by setting a false expectation that I could change my mind at any time, which I later learned was a $3000 error. In the way that its employees have approached this situation, Guardian has jeopardized the likelihood that I would ever move forward with implementing their security services or recommend that a friend or fellow home builder work with them.