Got questions about your billing? This article covers everything you need to know—from payment methods and due dates to understanding charges on your account.
Why Is My Bill Higher Than Expected?
There are several reasons your billing statement may not reflect your standard monthly rate:
- First Bill: Your initial bill often includes charges for a partial billing cycle plus your first full month. This is normal and only applies to your first bill. Future bills will reflect your regular monthly rate.
- Added Services: If you added new services last month, your bill will include charges from the date those services began through the end of the billing cycle, plus the next full month.
- Additional Charges: Your bill may also include charges outside of your standard rate, depending on account activity. These may include:
- Service appointments (onsite or virtual)
- Product purchases
- Local government permit fees
- Late or returned payment fees
- Rate changes (Note: rates are locked for the duration of your agreement)
To review your billing details, log into your Guardian account and view your statements online.
Can you send me a copy of my statement?
We’ve made getting a copy of your statement super easy! You can view your statements online any time. Just log into your Guardian account and click Statements on your account dashboard, under Billing.
Can I mail in my payment?
You can make an online payment at any time here. Payments and payment method information can be managed anytime by logging into your Guardian account. If you would still like to send your payment in the mail, please ensure your customer number is listed on your payment to ensure proper payment application. Checks can be sent to the remittance address on your billing statement slip.
Additionally, for your convenience, we offer automatic payments (AutoPay). Check out this quick video and learn how to sign up for AutoPay today!
Why do I have late fees?
Late fees are charged when you have an outstanding balance on your account that is 30 days or more past due. To review your billing statements, please log into your Guardian account and follow these steps:
1. Choose Billing.
2. Choose Statements.
If you would like to pay the outstanding balance on the account, select the Make a Payment option. You can also make a one-time payment here.
Why didn’t I receive a billing statement?
We will only send you a billing statement if your amount due is $1 or more. Also, if you are enrolled in our automatic payment service (AutoPay), then you will not receive a billing statement. If you want to review your billing statements, log into your Guardian account any time and click Statements.
Can you send me a copy of the service charges on my bill?
We sure can!
You can also see your service charges online, any time. Just log into your Guardian account and click on Statements.
If you need a printed copy of your work order or statement mailed to you, please send a web request to our Care team by following these steps:
1. Log into your Guardian account.
2. Choose Contact.
3. From Contact, click Contact Us and fill out the online form describing your request.