Guardian Security & Fire Reviews 59

TERRIBLE COMPANY! DO NOT USE!

I needed to clear a tamper alarm after replacing my sensor battery’s. Guardian wouldn’t release/reset my engineers code. Wanted a stupid plucked out of thin air call out fee to clear a simple code.

I then took out a 2 year service plan (which was the cheapest option) At a cost of £280 per year!! Not realising the service includes nothing at all but a quick look over, no battery replacements or anything. All battery’s and replacements are extra massive hidden costs.

Told me I needed a new bell box but there was no more available as my system has been discontinued (only had this alarm system fitted 3 years ago I’m In a new build and the whole new build estate has these alarms) they then had the cheek to send me a quote to replace the whole alarm system! As you can imagine I wasn’t very happy with this at all and after a number of conversations they then conveniently managed to source one?

They then told me my bell box was faulty and required replacing (another ridiculous cost) and AFTER they replaced the bell box they told me that there was nothing wrong with my original one it just hadn’t been fitted properly (which was by them originally) but changed it just incase?

All booked in for my 2nd and LAST service this year and no one turned up but of course they still took the payment. Waited 4 weeks to see if they would get back in touch and heard nothing. I chased them up and requested a refund which was refused and now there sending someone out to complete the service they should have done in March. No apologies, nothing.

So in a nutshell.

POOR CUSTOMER SERVICE.
POOR TIME MANAGEMENT.
POOR DIAGNOSTIC.
RIDICULOUSLY INFLATED PRICES.
HIDDEN COSTS.
EXTREMELY UNHELPFUL.


DO NOT USE

Engineer didn’t turn up at the agreed time for the service and there was no one in, but I was still direct debited for the service. Furthermore I was charged £84 for 2 batteries that cost a total of £19 on the internet!!! I was sent the bill without having even been communicated the price. I’ve told them this is against the consumer services act and I’m not liable to pay.

Splendid service! Called out to attend to a faulty alarm (wouldn’t stop ringing) in the late afternoon. Engineer Ant despatched by Karen (who kept me in touch with his whereabouts) and he arrived within 30 minutes.
Worrying situation expertly handled by these people, we were treated with courtesy and kindness throughout. Thank you.

Our Intruder Alarm system was serviced on Monday by Liam from Guardian. He did an excellent job, and went above and beyond, making adjustments to our system to prepare it for some building work we are having done on the house.
Proper 5 Star Service.

Jordan attended and fixed an intermittent fault Full marks!

I have used Guardian for some time now and have always found them to be professional, helpful and reliable. The whole team impress, but particular credit should be given to Jordan, who on my annual inspection did an excellent job. He was both professional and friendly, returning quickly to deal with a false alarm, which turned out to be a beeping kettle rather than a beeping alarm, sorry Jordan! All in all excellent customer service.

We have just had our alarm serviced by Glen.
He was friendly, polite, professional and explained what he was doing. He gave us an understanding of the alarm system which we didn’t have.

We have used this company for years and have always found them to be professional and deliver on what they have promised.

I shall not pick out staff names for excellent customer service, simply too many to choose, as I have found in the 3 years since I moved to my new home that absolutely everyone , accounts dept, customer service, engineers, all have invariably been friendly, polite, knowledgeable and go out of their way to resolve any queries
All in all it’s a pleasure doing business with such a fine team- I’m in good hands!

Excellent service from Guardian. Very professional and helpful engineer

Our engineer, Matt K, was excellent. He was friendly, very knowledgeable and helpful. He really helped us to understand what was best for our fire safety arrangements and what changes we could make to improve them. He arrived promptly and dealt with everything in good time. Really felt he went the extra mile. Booking team were also very helpful and we managed to get a convenient time booked.

Karen Gambrill was very helpful with my alarm problem. We had an issue after our service and she sorted everything out for me. Very little stress for myself after suffering a bereavement. She was so understanding and organised everything very swiftly.

I recently had the pleasure of experiencing Guardian’s exceptional service during a visit to my property, and I’m compelled to share my outstanding experience. The engineer who serviced our premises demonstrated unparalleled professionalism and expertise, exceeding all expectations. His meticulous attention to detail ensured not only the immaculate condition of the service area but also the thoughtful accommodation of our home office work schedule. His initiative in adjusting our entrance timer, which had been inadvertently reset, was a testament to his commitment to excellence.

Additionally, the customer service from Guardian’s office was exemplary. A scheduling hiccup due to the engineer’s unforeseen illness was handled with utmost courtesy and efficiency, turning a potential inconvenience into a showcase of their customer care, highlighted by a complimentary battery replacement.

This level of service reinforces my confidence in Guardian, making it clear that my home and business security are in the most capable hands. Their team’s professionalism and dedication make them a standout provider, and I wholeheartedly recommend their services to anyone seeking top-tier security solutions.

Guardian’s commitment to their clients’ peace of mind and satisfaction is evident in every interaction, earning them a well-deserved 5-star rating from me.

Excellent service! A big thank you to Jordan for an excellent service: very thorough and took his time to check and adjust my outdoor Guardian-box light. Much appreciated...

I just had my 23 year old alarm system converted from analog telephone line transmission of my alarm Set & Unset signals (to the monitoring station) to Wi Fi transmission from my alarm panel to my internet router and then sent over the internet to my monitoring station. Jo Hutchins, the engineer who did the conversion knows these new internet based systems inside out and answered all of my unending technical questions for 4 hours straight. He was great. He also set up the app in my mobile telephone that informs me of the date and time of all alarm sets and unsets.....and even more though I haven't figured it all out yet. Very impressive technology. Welcome to 2024!! Also super helpful, knowledgable and friendly are Vikki Potter (cousin of Harry Potter) and Monica Best who both work in the office. They helped me understand exactly what I was undertaking and explained all the available options for upgrading my alarm. So yeah, Guardian delivered the goods big time. I recommend them 100%.
This company has been bought and sold 6 times under 6 different names since I started with them in 2000. Guardian Security has been THEE most together and organised owner to date. No question. They are really on top of things.
Andrew Newmark

We have had excellent service from Guardian for many years now. They are always very helpful and professional. The engineer (Sam) who came to carry out our annual service was great. I Recommended this company.

We have dealt with Guardian for a very long time, it is fair to say we have had a few ups and downs over the years, but Guardian have ALWAYS gone that extra mile to resolve any issues. We find them very professional and efficient. In particular, Lisa in the office is extremely helpful and always friendly. Anthony, who attended our home to do our Service this time is also extremely friendly, professional and efficient.

I was having trouble setting my alarm through the App at certain times of the day. Added to this the previous engineer had set the leaving the house time to 90 seconds which we found was far too long. When I rang Guardian they said they would send out an engineer and would try to cancel the call out charge. The engineer came and said that the probable reason for the failure to set via the App might be to do with the Broadband provider putting it to sleep at certain times and that I should contact them. He adjusted the leaving time to 30 seconds. He was on the premises for about 5-10 minutes.
I was rather astonished when I received an invoice for £78. I contacted accounts who rang me back later. The alarm was only installed in May so at the time it was under 6 months old. When Lisa from accounts rang me back she agreed to wave the charges on this occasion as a gesture of goodwill for which I was profoundly grateful.

We were warned when we moved in 2 .5 years ago not to touch this company after we had it all installed. We were very happy with the previous company and this was just a continuation. About 4 months after we moved in, I left something on stove and walked dogs. My husband was asleep and woke up just to a house full of smoke. He just managed to fall down stairs and get out before he could breathe. We are supposed to be monitored. No phone calls to me or my husband. They made excuse 3 times the monitor company didn't have our phone numbers. When they came out, they promised again and again we were being monitored. I have set off alarms at the door and fire alarms..and nothing. They charge an absolute fortune for very expensive batteries and a bit of equipment but no monitoring.

I recently had my alarm system serviced by your engineer Jordan Gunn and felt it worthy of praise.Jordan is always smart in appearance and very careful and tidy about the home.He is very enthusiastic and thorough about his work It is peace of mind to know my alarm system is fully serviced and good for another year.Jordan is without doubt real credit to Gaurdian Security and Fire Limited Canterbury Thankyou Ian Binns

Easy procedure booking my annual maintenance by your engineer to service my security alarm. The visit was carried out by your engineer Jordan who arrived at the allotted time and carried out the maintenance in a most thorough and professional manner as well as being friendly and very polite which gives my wife and I complete confidence in Guardian looking after our Home security.