Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I applied for a rental unit. We were told that our so-called security deposit will be determined by the Guarantors. I work and make a decent living. My wife is a homemaker and therefore does not have reportable income. Our son receives Social Security benefits. With our income We make well over three times the monthly rent. However, because my wife does not have great credit, we were not approved after initially being told that we were approved for coverage. However, we were informed that the coverage have been revoked, I had informed other landlords and leasing companies that we would not be accepting their offer for a lease. Therefore leaving us high and dry without a place to go.

  Business Response

  Date: 04/24/2025

  Hello *****

  Thank you for speaking with our CS team earlier today regarding these concerns.

  Because your building initially provided lease details indicating that you would be the sole leaseholder, we had initially approved you for a policy at the building. Our reviews and approvals are generated per lease rather than per renter so we require completed applications from all leaseholders. 
  

  When the building then updated your information to include a co-leaseholder, we needed to review your co-leaseholders completed application along with your application. Unfortunately, we were not able to approve both of you for a policy at this time.

  We are sorry to hear about this confusion, and as mentioned in our discussion earlier today, encourage you and any co-leaseholders to reapply after thirty days.
  
  

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024 I found out my identity was stolen when I had credit pulled to buy a car. I was given my credit report by the car company and saw there was a line open from a business I didnt know. They had sent a charge to collections which was tanking my credit unexpectedly when in the car buying process. I further emailed/called the business to figure out where this charge came from and what services they provide as a company. I had no idea because I never heard of or spoken with them prior. I had their number from one voicemail they leftI never called back cause I thought it was a scam since I hadnt had an interaction before. Come to find, they loaned money to a fraud using my information to obtain the said loan. Anemployee named ****** forwarded me the email thread where they had been asking the impersonator for payment. I asked if they had more information on the person so I could report to the police/for this to be taken off my credit report and they told me there was nothing they could do to help. They could not provide information to non-policy holdersyet the account was technically in my name. Not until recently did I find three random address from ******** that I have NEVER lived at. I disputed them. Prior to that I also filed on the *** site, filed with the credit companies, and froze my accounts. After checking multiple times and calling the beureas nothing was getting done with removing the fraudulent account. As it is in the new year, I decided to pay the charge with a lump settlement of $1,500 to clear my credit. I want to further make sure this will do no more damage to my report or hinder me in other financial endeavors that require credit. I would also like for the company to reach out to apologize as this has been an incredibly stressful process. If any compensation could be made on their part it would be appreciated, but I mainly want to make sure no further reports are made and that actions are made for this to not happen again to others.

  Business Response

  Date: 03/12/2025

  Hello *********,

  Thank you for taking the time to notify us of these concerns. Were sorry to hear about this stressful situation and regret the confusion which was caused by this suspected fraud. Please accept our deepest apologies for any inconvenience this has caused you. 

  As our Claims representative mentioned, we advise contacting law enforcement and the credit bureaus regarding any suspected fraud. It sounds like you have already done this, and we regret that we cannot directly make any adjustments to a credit report. 

  Please note that NCS generally initiates the removal of a collections account within three business days of the receipt of payment. Further, as credit reports are updated every thirty days kindly be advised that this change may not reflect until next months credit report. 

  If you have submitted a payment of the full amount to NCS and they have confirmed your account is settled, there will be no further action from us negatively impacting your credit report for this account.
  Again, please accept our apologies for the inconvenience this has caused you. We wish you the best in your efforts to pursue this matter with law enforcement.
  

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into ********** **** being told by the leasing office I was over qualified so I needed to go through the guarantors. Which made completly no sense to me. The rent rate was 2350 and due to me making too much income ( which Ive never heard before in my life applying ) they raised my base rent to 2770. On top of that told me I had to go through the guarantors to put a deposit down in which I would be getting back to the end of the lease because I didnt put down a deposit through the building only the guarantors. Now my lease is ending, every month paid on time and looking to renew and Im being told by the guarantors I will not get the 2600 back and that if I want to renew I have to pay another 2600 yet the building is telling me they dont use guarantors anymore. Both companies telling me its basically not their problem. This is absurd. Not only did I provide proof of documentation that my unit a 2/2 bath was unworkable for 5 mths ( still paying for it on time ) the entire bathroom and whole living room broken no lights no toilet for 5 mths. I find this absolulty a scam to take 2600 deposit in which both complies told me I would get refunded and now when Im Trying to either move out of renew the guarantors are telling me its not their problem and to take them to court if needed and good luck. How do you get away with stealing money from people who are over qualified number one ( email proof ) be required to go through this company to be scammed out of ***** dollars. Makes zero sense. This company is getting away with stealing money from hard working individuals who pay their rent on time and should not even be required to go thru this process. To then tell them if they want to resign up we have to pay another ***** yet the building is not even working with them anymore. This is a complete scam. Even the base rent the guarantors told us we are paying 2400 is not what they charged us every month 2770. We would like our deposit back as this is insanity.

  Business Response

  Date: 02/19/2025

  Hello ******

  
  Thank you for taking the time to share these concerns with us. 

  We understand your frustration regarding the apartment's condition during your lease term. However, TheGuarantors does not manage or oversee the propertys maintenance. Any concerns related to habitability, rent adjustments, or property conditions should be directed to your leasing office, as they are responsible for addressing these issues.

  To clarify, your one-time payment to TheGuarantors was not a deposit but rather a premium for a coverage policy with us. Please note that as stated on our website (**************************************************) the premium is non-refundable as it covers the cost of the policy that qualifies you to rent the apartment, and is not a traditional security deposit. 

  Because our coverage is issued per lease, if your building requires it, you would also need to renew your coverage with TheGuarantors.
  

  Regarding your renewal, a new policy was generated as part of our standard process. If we have not received confirmation from your landlord that you are vacating or that you now qualify without our service, we provide the option to purchase a new policy should you choose to renew, however you are only required to purchase a new policy if it is required by your building.

  We regret any confusion regarding our role in your leasing process and are happy to clarify any additional concerns. If you need further assistance, please feel free to reach out to our support team.
  

  
  

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The apartment complex ( email provided to you in origional conplaint) states that i was over qualified financially and made me go through the guarantors. There was absolutely no reason i needed to go through process and was as well was told by the building paying the guarantors was my refundable deposit for my unit. I was told i would be getting it back at the end of my lease terms. They required no deposit due to the deposit i had put through the guarantors. I have great credit, financially well off i would like my deposit returned as this was promised at the end of my lease terms. $2600 is alot of money for a company to take and mislead you to thinking you will get refunded.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested use of the The Guarantors service in February '23 for an upcoming lease and paid the requested amount on 2/16/24 (transaction proof provided). I then received a series of emails in October '23 stating that the payment had failed to process and that I should pay the requested amount again within a calendar week threatening legal action.I forwarded the issue to my building management who have been in contact with The Guarantors. I requested that I pay the deposit amount to my building directly to avoid such issues in the future as there is no obligation within my lease to use this service. During this process and despite regular communication with both myself and my building management I have been referred to The Guarantors collection team and the failed payment has been posted to my credit report affecting my FICO rating.

  Business Response

  Date: 12/17/2024

  Hi *********,

  
  Thank you for reaching out and sharing detailed information about your experience. Wed like to take this opportunity to address your concerns and clarify the situation.

  
  Per our recent discussion the management at *** **** has agreed to waive the Deposit Coverage requirement for your lease and they have communicated this decision to both us and you via a separate email.
  To provide additional context, the Deposit Coverage was initially required for your lease renewal in January 2024. This requirement was communicated by the leasing manager because your previous Security Deposit Replacement policy with us was no longer in effect. 

  
  At that time, the building management required a new policy due to changes in your lease details.
  Since a new policy was set up with your lease renewal, but your payment unfortunately failed after the policy was issued, our Claims & ********************* reached out to you as part of their process regarding the failed payment for the new policy.
  
  
  Regarding communication from our Claims & *********************, were glad to clarify that our team followed standard procedures for addressing noncompliance due to nonpayment. 
  While your account received a final warning about the potential collections process, it was never sent to collections. As a result, there was no impact on your FICO rating from our actions.
  

  We understand this situation may have caused confusion and frustration, and we apologize for any inconvenience it has brought. 
  If you have any additional questions or concerns, or if theres anything further we can assist with, please let us know.
  

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The guarantors is a lease guaranteed company so long as you give them a portion of the security deposit as long as you dont damage the apartment there would be no problem but if you did you would be held responsible at the end of the lease. The only damage I claimed was the door for $160 but the microwave handle they tried to place on me I had already submitted a work order for and showed proof it had adhesive on the handle and the screws were popping out and they tried to charge me $199 dollars for it which is ridiculous but surprising its more than a door. So I had to go out of my way to go back to the apartment I dont live it at confront them about these charges because theguarantors fully imbursed piedmont pads without consulting with me. They imbursed them $426.10 cents which is way more than both the door and microwave so Im wondering what else they added on there. They added $67.10 cents on top of those two for day to day charges. And Im wondering how if my lease ended December 5th 2023 and I turned my keys in on December 5th 2023. So I consult Piedmont pads and and they proceed to drop the claim with Piedmont pads because I showed evidence and proof. But theguarantors kept harassing me for the payment when I kept telling them I will not pay for something I did not damage the door handle was beyond broke and I have proof and I turned in my keys on time so I need to only pay for the door they kept telling me I have to handle it with the apartment it got to the point the apartment wouldnt respond to me so I told theguarantors contact them because they wont respond to me and it even took them a month and two weeks to finally reach them they said they can understand their delay in responding. While Piedmont pads got paid by theguarantors. Theguarantors arent trying to listen to what Im saying and just want money. On February 16th theguarantors dropped the claim. On March 13th they reopen it and say my debt will be forwarded to collections??

  Business Response

  Date: 09/23/2024

  Hello ******,
  Thank you for bringing this matter to our attention. 
  As our Claims team has previously stated in their communication with you, the new Property Manager at ************* clarified with us that they still intended to pursue the claim. Because they are claiming damages typically covered under a security deposit, we paid them in accordance with the bond agreement.
  If you have concerns regarding the specific damages, we recommend you contact the building to discuss this.
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2021, I wanted to pursue an apartment complex and was told to use TheGuarantors. The guarantors held $3,526 as my collateral deposit. I made all of the rental payments on time for three years. I decided not to renew the lease. Vacated the apartment on 7/12/24. I was charged $164.50 for damage to the apartment. The $164.50 was paid in full. I contacted the guarantors well in advance of my move out date. I have sent the guarantors two emails requesting my $3,526 collateral deposit back. I sent the apartment complex an email requesting they contact The Guarantor's so I can get my deposit. The Guarantors stated that the apartment complex has not replied to their email stating that I do not owe them anything.Had I owed the apartment complex any money when I vacated the apartment. 30+ days ago, the apartment complex would have contacted the guarantors by now for their money. The guarantors have not responded to my last email requesting my $3,526 collateral deposit. The last year I rented with the apartment complex-They were so mismanaged that I was never given a lease to sign. So there is NO LEASE. I requested a copy of my last lease and they did not give me a copy because there is NO LEASE. If I do not receive my collateral deposit back in 45 days pursuant to the state of ******** I am going to escalate my complaint to the ************************* Against the Apartment complex and The Guarantors- I have not received any updates from the guarantors regarding when I will receive my collateral deposit back. I am sure laws have been broken with both parties since there is no binding lease agreement for the last year I was at the apartment complex.Guarantors process my refund and stop holding my money. The Guarantors NEVER had a problem getting a response from the apartment complex to set up the initial agreements regarding leasing fees. All of a sudden they cant get a response from the leasing office when its time to return my collateral deposit.

  Business Response

  Date: 08/29/2024

  Hi *****,

  
  Your collateral has been returned to you as of August 13th.

  Collateral returns can take up to 30 days after move out to be returned to renters. This time frame allows for necessary correspondence between us and the leasing office to confirm that no balance is owed by the renter. In your specific case, your official lease end date as provided to us was September 5th, 2024, which is typically when we would begin the process to return collateral.

  Since you notified us you were leaving the apartment early, on August 2nd, which was earlier than the date we were given, we processed the return of your collateral as quickly as we could. We processed your collateral return on August 13th, still well within the typical 30 day window, although we do not control the speed with which your bank processes the transaction.

  Please note that we handled your case with urgency, as we do with all collateral returns. When you emailed us on August 2nd to inquire about your collateral return, we promptly followed up with your landlord on the same day. Once your landlord confirmed that no balance was owed, we processed the return immediately on the same day.

  If you still have any outstanding concerns, please do not hesitate to contact us again. Otherwise, if you would like more information about the processing times for collateral returns, please visit our Knowledge Base at the following link: 
  ***************************************************************************************
  

  
  

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company states it refunds you money but have not refunded my money. I provided proof I have not taken the apartment which I canceled the application prior to move in. They just keep sending me generic replies they need to confirm with the property. The apartment is listed publicly that its back on the market as well I sent the email the leasing agent sent me. Yet I have not received a confirmation for my refund. I am not moving at this time and I dont know why o needed it in the first place as my credit is A1. It just was froze when they tried to access it. The Mint at ****** confirmed ** canceled please read the emails I sent and process my refund.

  Business Response

  Date: 08/28/2024

  Hello ****,

  
  Thank you for escalating these concerns.

  
  As stated in the prior correspondence you have had with our Customer Success team, we received confirmation of your lease cancellation from The Mint at ****** on August 12th, 2024. However, your payment did not clear our system (and therefore was unable to be refunded earlier) until August 15th, 2024. 

  
  Per our conversation as of Friday, August 16th, 2024 our Customer Success team has informed you that the refund has been initiated. Although we have expedited the return of these funds, please note that it may take 5-10 business days for these funds to reflect in your account. 
  

  We appreciate your continued patience regarding this matter.
  

  
  

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to dispute the legality of a charge with my landlord and the first step my lawyer advised me to take was to contact TheGuarantors, who are holding my deposit (but they don't call it a deposit), to tell them to deny the charge. I have spent a full day going through every step of the phone tree, and no human exists on the other end, just an endless labyrinth to give you the run around until the system hangs up on you. There is no way using the automated system to dispute a charge or claim, leaving tenants no recourse whatsoever.This is, by all rights, a full on scam, not a company. Insurance covers something and pays out, this isn't insurance (which is how it's advertised).

  Business Response

  Date: 08/28/2024

  Hello ******,

  
  Thank you for taking the time to share your concerns. 

  To clarify: the coverage you purchased was not a deposit. 
  

  Instead, this was a surety bond, a type of insurance, that consisted of two items: Rent Coverage and Deposit Coverage. The Rent Coverage allowed you to qualify for your lease at the building, and the Deposit Coverage replaced the traditional security deposit. 

  
  Further, the landlord is the beneficiary for this coverage and as such, is the party that has the option to file a claim for any outstanding balances at the end of your lease. 
  Kindly note that this coverage became non-refundable once you moved in. This is stated here on our website: **************************************************************************************;

  
  At this time, we can confirm that the landlord has informed us there is no balance due.

  
  Please know that you are welcome to contact us directly at ****************************** and we will be happy to assist with a follow-up phone call.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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