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Business Profile

Security Guards

XpressGuards, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    ***************************************************** (Society) and Xpress Guards LLC (Xpress) entered into an agreement on April 24, 2024. ****** promised to position one (1) unarmed security officer and provide security services at ******************************************************. The Society paid ****** $870.48 via credit card on April 24, 2024, for ****** to provide the security service by positioning the security officer. On the service date, April 26, 2024, the unarmed security officer did not arrive at the service location, and ****** did not provide the security service as contractually agreed. On May 1, 2024, ****** informed the Society that ****** was processing a full refund, which the Society has not received. To date, the Society has attempted to contact ****** on numerous occasions to resolve this matter, both by email and phone. However, ****** have failed to respond.

    Business Response

    Date: 09/03/2024

    I have forwarded your request to the proper department. Someone will reach out this week. 

    Customer Answer

    Date: 09/13/2024

     

    Complaint: 22060853



    I am rejecting this response because: it does not actually address or resolve the matter, and merely suggests an additional, yet undefined, waiting period. The business has made no attempt to contact us or satisfy the debt for which they acknowledge responsibility and we will continue to pursue payment.



    Sincerely,



    Shabrei Parker

    Customer Answer

    Date: 01/30/2025

     
    Complaint: 22060853

    I am rejecting this response because: There is no attachment re canceled check as indicated.

    Sincerely,

    ******* ******

    Customer Answer

    Date: 01/30/2025

    After conferring with the finance team, we learned that the refund was received. Therefore, we can go forth and resolve the claim. Because I already submitted my response, I can't edit it to change.

     

    -Shabrei

    Customer Answer

    Date: 01/31/2025

    Thanks for assisting with resolution of this complaint. While we will consider writing a review for the stellar assistance the BBB has provided, we do NOT want our complaint about Xpress Guards to be removed from publication. In our due diligence checks, we require our staff to check a business' ratings and reviews with the BBB and believe that other potential customers should know what happened to us, and know that it took them 6 months to resolve the issue.

  • Initial Complaint

    Date:01/30/2024

    Type:Product Issues
    Status:
    Resolved
    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 signed a contract with XpressGuards to provide security services for my company Christmas party. The contract was signed and invoice paid on 11/22/23 for services on 12/1/23. On 11/30/23 I received an email indicating that they were unable to provide services as the security guard had an emergency. I immediately requested a refund of the $403.18 paid via my company credit card. After multiple attempts with emails, voicemails, I finally was referred to a "Sales Manager" which again gave me lip service indicating that he would follow up my refund. It has now been over 2 months without reimbursement.

    Business Response

    Date: 02/27/2024

    Hello The refund was processed approximately two weeks ago. 

    Customer Answer

    Date: 02/28/2024

     
    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.  I would not recommend this company to anyone since it took over 3 months to obtain a refund and a complaint with BBB in order to obtain it. 

    Sincerely,

    *****************************

  • Initial Complaint

    Date:01/18/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We hired XPress Guards for an event in ******, ** in April 2023 for which they agreed to provide multiple guards for multiple days. Unfortunately, none of the guards reported for work, forcing us to source new guards through various other vendors at the last minute. We have been in contact with ***************************** from XPress Guards, who has told us that we will be receiving a refund, however 9 months later, the refund has yet to be provided. ****** claims that the accounting department is supposed to get in contact with us, but has not been able to provide any further information on the egregious delay. DO NOT HIRE XPRESS GUARDS - THE OPERATION IS LIKELY A SCAM.

    Business Response

    Date: 02/15/2024

    Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any inconvenience you may have experienced. We understand the importance of addressing your request promptly.
    We want to inform you that we recently underwent significant organizational changes, including the dissolution of our accounting department. This transition has unfortunately caused delays in processing certain requests, including refunds. However, please be assured that we are committed to resolving your issue within the next seven days. Your satisfaction is our top priority, and we are working diligently to rectify the situation. We appreciate your patience and understanding during this time.
    If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your feedback and look forward to resolving this matter to your satisfaction.

    Warm regards,

XpressGuards, LLC is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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