ComplaintsforTheGuarantors
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
They sent me a renewal form last week and I chose not renew and submitted. And then I still got billed on my credit card. I sent messages to them but all of them asked me to get to another department.Customer response
06/21/2024
Better Business Bureau:
I have already got the dispute from my bank in reference to complaint ID ********, and find that this resolution works for me.
Sincerely,
*********************
Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid this company for a bond that guarantees I would pay my rent for one year, which I did. Now, working with the property management company I rent from are demanding another $1600, without refunding last years unused bond.Business response
03/26/2024
Hi ******,
Thank you for taking the time to speak with us, allow us to clarify the situation, and make corrections as needed.
We were able to come to an agreement with your building that a new bond is not required.
Please do not hesitate to contact us again if you do not feel your issue is resolved.
Best,
TheGuarantors Team
Initial Complaint
04/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 4, I wanted to pursue an apartment complex and was told to use TheGuarantors. After paying $1,387 up front the apartment complex never sent a lease. I emailed TheGuarantors and filed a dispute with my bank. The Guarantors disputed my bank claim however in emailing me they said they could not get in contact with the ************** I have been in constant communication with them and even emailed them and the leasing office TOGETHER. They have not refunded me and it has been over a month. No updates or anything. If you could not get in contact with the leasing office why dispute the charge? NO LEASE can be found. I have kept all emails from TheGuarantors and the absentee ************** as documentation. I will be taking matters further since The Guarantors have been unhelpful in this situation.Business response
04/19/2023
Hi *******,
Thank you for working with us to resolve your issue. As we discussed, we are unable to cancel a policy until we confirm all relevant parties that would be affected are in agreement, including the leasing office.
After our recent conversation, we were able to get the information needed from them and expedite your refund.
Please don't hesitate to contact us directly if you haven't received it or have any further concerns.
Initial Complaint
03/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We signed a lease from November 2021 - November 2022 with the help of guarantor. Our lease agreement stated we needed to provide 60 day notice before moving out. We provided both electronic and written statements that we would no longer be renewing our lease and submitted it to our leasing office. The Guarantor sent us a threatening email stating we have to pay them $6,852 or they will file legal action for not paying our rent/breaking our lease. We paid our rent on time and our rent was never late. We have documented proof of this as well.The threatening and claiming we owe money because we didnt pay our rent is simply false and defamatory.Customer response
03/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Business response
03/23/2023
"Thank you for giving us the opportunity to correct this situation. An error was made that overstated the amount you owed. As we discussed, this error has since then been corrected. We're glad we were able to resolve this and that it was a satisfactory resolution for you!"
Thank you,
*************************
Director of Customer Success
**************
************************************************* * *********************** ********************
Initial Complaint
08/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid TheGuarantors money to provide cosigning coverage for my new apartment prior to my lease beginning on July 1st 2021. The collateral that I provided was $2200 that I would receive back when my lease ends June 31st 2022. It's been over a month and the company has not provided me the collateral of $2200. Also, I paid $839.45 for a lease guarantee fee. This is a total $3,039.45, lease guarantee fee plus collateral. I'm also requesting the company to provide 'mental stress' damages in addition to the $3,039.45 back to me.Business response
08/22/2022
We apologize for the delay in processing your collateral refund. Since receiving your concerns here, we have expedited the refund - it has already been processed by us, and you should see the funds in your account within 10 days, dependent on your financial institution.
As part of our process to return collateral, we must confirm with each tenant's landlord that there is no remaining balance owed at the end of the lease. In your case, we had been unable to reach the landlord to confirm, which led to the additional delay. We regret any frustration this caused and thank you for your patience.
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.