TheGuarantors: most-reported complaints
Automated analysis of 244 public Trustpilot reviews published 2026-05-27 to 2026-09-24. TrustScore 4.6 from 317 total reviews — see the Trustpilot page. Quick answer: is TheGuarantors legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with overcharging and general conduct, each accounting for 29% of the 17 identified complaints. Support unhelpfulness was cited in 18% of complaints, while delayed refunds made up the remaining 12%. Specific examples include the rejection of standard income proof documents and aggressive daily contact regarding rent payments. No clear trend could be established for any of these issues due to the low volume of reviews.
How to reach TheGuarantors
These are the contact details TheGuarantors publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, address One World Trade Center, 48th Floor, New York, 10007, US.
The company claimed its Trustpilot profile on 2016-02-10, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-09. Trustpilot ranks it 59 of 108 in Financial Institution. We last checked this profile on 2026-09-24 and found 12 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.6 → 4.6 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-18 (78%, 2.4d) · 2026-08-21 (83%, 2.4d) · 2026-08-25 (83%, 2.4d) · 2026-08-28 (84%, 2.4d) · 2026-08-31 (84%, 2.4d) · 2026-09-03 (89%, 2.4d) · 2026-09-06 (84%, 2.4d) · 2026-09-09 (85%, 2.5d) · 2026-09-12 (90%, 2.4d) · 2026-09-15 (90%, 2.4d) · 2026-09-20 (90%, 2.4d) · 2026-09-24 (86%, 2.4d).
71% of its 217 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: overcharging makes up 29% of this company’s complaints vs a 14% median across 142 ranked companies in its sector.
Review velocity: 304 of this company’s 317 Trustpilot reviews (96%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about TheGuarantors?
Overcharging
5 reports · 29% of complaints“They would not accept my monthly banking statements and payroll receipts as proof of income”
The company replied on 2026-08-18: “Thank you for sharing your feedback, and we're sorry to hear about the frustration you experienced during this process. We'd like to clarify a few points. TheGuarantors does not set the requirement…”
Our classifier read this reply as a deflection.
“Customers whose banks are not supported by the Plaid system are then required to pay by card, which incurs a 3% fee.”
The company replied on 2026-08-27: “Thank you for sharing your feedback, and we're sorry to hear about the frustration this caused during your application process. According to our records, it looks like you were ultimately able to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I resent having to pay for a service when I provided ample financial information showing I could pay the required rent.”
The company replied on 2026-08-13: “Thank you for taking the time to share your feedback, and we're glad to hear the process itself was straightforward and easy! We understand that paying for coverage can raise questions, particularly…”
Our classifier read this reply as a substantive response.
Other
5 reports · 29% of complaints“they acted like a debt collection agency, calling me every day demanding rent payments”
The company replied on 2026-08-03: “We'd like to share a bit more about how our product works. Renters always have the choice of which apartment they'd like to move into, and the requirement of needing a Lease Guarantee is set by the…”
Our classifier read this reply as a deflection.
“I’ve been told today 7/30/26, that the apartment I sign a lease for will not be available!”
The company replied on 2026-08-11: “We want to make sure your concerns are directed to the right team so they can be resolved as quickly as possible. All the matters you shared are handled directly by the property, as they relate to…”
Our classifier read this reply as a deflection.
“I will be requesting a full refund $1,208 from the The Guarantors if I have not gotten a lease to sign by September 10.”
The company replied on 2026-09-09: “Thank you for reaching out. We’re glad we had the opportunity to speak with you directly by phone earlier today regarding your concerns. As we discussed, we want to clarify TheGuarantors’ role as a…”
Our classifier read this reply as a substantive response.
Support unhelpful
3 reports · 18% of complaints“They would not accept my monthly banking statements and payroll receipts as proof of income”
The company replied on 2026-08-18: “Thank you for sharing your feedback, and we're sorry to hear about the frustration you experienced during this process. We'd like to clarify a few points. TheGuarantors does not set the requirement…”
Our classifier read this reply as a deflection.
“It was nigh impossible to reach a human”
The company replied on 2026-09-08: “We agree that processing times should be much faster, and we apologize that your specific application took longer than anticipated. We do want to clarify that after you started your application on…”
Our classifier read this reply as a substantive response.
“Response slowly,System is no smart”
The company replied on 2026-09-22: “While it looks like we were able to respond to your emails and phone calls quickly, we recognize that your experience with our self-service chatbot could have been better. It looks like your…”
Our classifier read this reply as a deflection.
Refunds delayed
2 reports · 12% of complaints“It’s now Day 15 of their 10‑day refund policy, and I still have no refund”
The company replied on 2026-08-10: “We initiated your cancellation the same day we were made aware that you would not be proceeding with the Lease Guarantee, and our team acted as quickly as possible from there. To ensure your refund…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I’m still waiting on my refund”
The company replied on 2026-08-17: “Thank you for reaching out, and for your patience while we work through this. We can confirm that your cancellation request was successfully received by our team. The next step in the process…”
Our classifier read this reply as a substantive response.
It promised: refund.
Billing errors
2 reports · 12% of complaints“I got stolen from ur company over 3k.”
The company replied on 2026-06-08: “Hi Jose, Our Rent Coverage and Deposit Coverage work differently from a traditional security deposit. These products are designed to help renters qualify for apartments they might not otherwise be…”
Our classifier read this reply as a deflection.
“Tell me why you determine how much is in my account.”
The company replied on 2026-07-17: “We understand that payment issues can be frustrating, and we'd like to help get this resolved as quickly as possible. Please reach out to our support team at your earliest convenience so we can…”
Our classifier read this reply as a template response.
Support unreachable
2 reports · 12% of complaints“Call office for maintenance No one answers.”
“It was nigh impossible to reach a human”
The company replied on 2026-09-08: “We agree that processing times should be much faster, and we apologize that your specific application took longer than anticipated. We do want to clarify that after you started your application on…”
Our classifier read this reply as a substantive response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.