Complaints

This profile includes complaints for Guaranteed Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guaranteed Service

  2675 Highway 70 Manasquan, NJ 08736-2605

  
• 

  Guaranteed Service

  863 Georges Road Monmouth Junction, NJ 08852-3057

  

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:03/18/2025

  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.

  Guaranteed installed a water softner system on 11/15/2024. That evening the system failed and flooded downstairs. Guarantee disconnected the water system. The plumbing supervisor* **** ****** came the next day and assessed the situation and took measurements. He stated that he would submit this issue to his boss and get back to us.
  Please see attached documents:

  

  Business Response

  Date: 04/11/2025

  This customer has an open insurance claim with our insurance company, and they are handling it all with her directly to make the repairs.  Is there anything else on our end that we need to do at this time?

• Initial Complaint

  Date:02/15/2025

  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.

  Since purchased end of 2021 , right away I was in contact with the sales person who sold us the unit, there was minimal airflow through the house. Service tech came out and told me the unit that was sold to us was not strong enough to service the whole house. SINCE then we have nothing but problems every year. Again, we have no heat, the unit was literally fried, the wires were burnt and the tech told me he wont touch it, sends an electrician out who tells us we need to buy a new panel and its *******. Even though the panel has been here since we purchased the house, when we purchased this unit we were never told that the electrical is an issue. They are the professionals, not us. So they sold us a unit that could not function the way they told us it would. Then tells us , they need a part but he cant install it, he's an electrician, not a technician and that the technician would have to come back another day and install it.. He actually went and got the part and did the installation which we were grateful for only to have this happen again. They never show up on time and no one calls us to tell us they are late, we have to call to find out.. Its 25 degrees out and here we go again for the SECOND time this winter, which wasn't fixed correctly last month Now again no heat, its been TWO AND A HALF WEEKS!! we were told the part was coming, gave a time for 8-10 am and found out the tech wouldn't be out today until late or to reschedule to tomorrow! They found another tech and he comes to tell us the electrical is not getting enough power to the unit and he cant help us.. He tells us an Electrician has to come again! between 3-4 , we call at 500 and now they say between 4-7 , its now 620 and nothing. This is unacceptable. We asked to speak to a manager, they had customer ********************** call. We keep getting the run around and we are fed up. We need this fixed once and for all, replaced, or we want our money back. Next step for us if this isn't resolved is to seek counsel.

  

  Business Response

  Date: 02/26/2025

  We have in fact been out numerous times, and unfortunately the electrical issue that this customer has does not have anything to do with the installation or the quality of the installation.  We will fix or replace whatever is needed to make this customer comfortable in their home.  The last appointment that we had with them was cancelled by the customer.  We are happy to have a senior technician or manager return to look at the heating system.

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22947085
  
  I am rejecting this response because:
  It in fact WAS poor installation. The tech came and called the electrician out because the inside of the unit was fried due to the "wires" not bein tightened upon installation PER THE COMPANYS ELECTRICIAN. After that , they ***laced the part and it AGAIN stopped working. If there was an issue with the electrical when the company came and gave us an estimate, Why then was something not mentioned if the unit could not be supported by my electrical system. Isnt that the job of the person who came out to tell us the unit cant be installed until something is done with the electrical? NO. so I am not buying that excuse! Since Day one we have called and texted the *** who came to the house and Sold us this unit and it still has not been resolved. We asked several times for a service manager to call or come to the house , NOT ONCE have we gotten a call or someone to come out.  We had a customer ********************** manager call us.. We went without heat for weeks at a time. and no manager reached out.. Extremely unprofessional. To this day we have not heard back from a manager as we requested. We canceled the appointment because they showed up 7 hours late the day before and we have jobs. We stayed home several days to get this done and kept getting pushed back with no call to advise us. We had to call every couple hours to find out what the status was and then an hour after installed, its stopped working again. we called right away and was told they dont know when someone could come out, that was a Saturday. We were then told Wedndesday!   We are deciding on pursuing legal action at this point.  We keep getting a run around and we cant keep taking off work
  
  
  Regards,
  
  Family Desouosa

  

  Business Response

  Date: 03/03/2025

  I am happy to schedule a service manager to come out and take a look at what is going on.  Please let me know when that can be arranged.

• Initial Complaint

  Date:01/22/2025

  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.

  They charged me for clear hose twice then said that their own condensate pump was not under warranty he it says 30 year warranty

  

  Business Response

  Date: 01/24/2025

  We only charged her once to replace the pump, and there is no 30 year warranty on anything that we provide.  I am unsure where the issue is.  Please provide more information.

  

  Business Response

  Date: 02/12/2025

  The $279 charge was for all drain pipes to the HVAC system as indicated in the invoice summary.  The customer was not charged twice for the same work.  Please see attached signed invoice previously sent, as well as photo with all new drain pipes.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This vendor is fraudulent. They charged me for the clear tubing and also additional for something I never received. However, this was originally about the condensate removal pump that they refused to help me with it replace in less than 10 months, don’t let the service manager gaslight you.  Condensate pun stapled 3/2/24 went bad 12/29/24 and the service manager will gaslight you

  
  
  
  Regards,
  
  
  ******* ****** 

• Initial Complaint

  Date:01/04/2025

  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.

  My mother in law got a heater installed in 2022 she got the 5 year warranty when called to say not turning on we paid $90 for them to come see what isnwrong when learned it was under warranty the part was ordered when came in the part was a recalled part and put off installing until they get a part not recalled in which can be another week in the bitter cold with no heat ,why is a company ordering recalled parts and not fulfilling the work needed under a warranty and keep saying there are other emergency issues more president than 3 senior citizens one of which is disabled , or is it because they can't get extra money off them since they purchased the 5 year warranty

  

  Business Response

  Date: 01/24/2025

  This has been taken care of and this customer is having additional work done with us next week.

  Customer Answer

  Date: 01/27/2025

  
  Complaint: 22768540
  
  I am rejecting this response because: it has not been fixed as of today 1/27/25 and the additional work is on the same heater to try and get it working.  Having not heat for over a month is unacceptable.  
  
  
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 02/03/2025

  This customer has been taken care of.  She had multiple issues in the home, we just recently completed electrical work for her as well.  The oil portion of her system was never maintained, and she had no oil.  She now has heat, and all has been taken care of on our end.

• Initial Complaint

  Date:06/16/2024

  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.

  Guaranteed installed a new hvac system Three years ago it has had major problems for three years .. they have done Maintenance on the unit for three years.On June 14 they came out to do the spring Tune up .. the technician showed us mold build up on the coils .. which is a health hazard. Ive been advised that this is a result of poor maintenance which they have Performed for the past three years.Their fix is to spend $1500 dollars to Install a uv light.Not acceptable.. if this is the fix because Of shoddy maintenance.. it should Be done at no charge.

  

  Business Response

  Date: 07/11/2024

  I have not been notified about any complaint from this customer directly to our office.  I looked through the paperwork and notes from my technician, which I have pasted below.  My technician recommended a UV light to help protect the system, and made no notes of mold on his invoice.  I am more than happy to discuss this with the customer, but we performed complete maintenances over the past 3 years, and just made a recommendation.  Please see notes below.

  Performed full 21-point AC tune up, cleaned, checked and tested all system components to Guarantee reliable air conditioning service all throughout summer, system installed in 2020 (entering 5th year of service, comparable to 50k miles on a car), notable points follow:
  
  Unit responds to commands from thermostat (unit located in laundry room)
  
  Inspected each units internal controls, coils (interior and exterior), refrigerant lines (facilitates communication between indoor and outdoor units) and compressor, refrigerant levels GOOD, coil temperature hovering right around 40 degrees at time of service
  
  No air purification device to protect system from bacterial growth over time across portion of system breathable air passes, recommend air purification system to best protect system and provide highest level air quality across entirety of home and system

  Please let us know how we can help!

   

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair 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.

  I scheduled to have this company come out to service my furnace and split system AC. The technician came out and after about 30 minutes, told me I needed a completely new system, and that mine was leaking and there was mold inside the unit. I had no issues with the furnace, so this was a shock to me. When I told the technician that I wasn’t planning on buying a new unit, he accused me of not caring about my kids health because of the mold issue and continued to push.
  
  The whole thing felt deceitful, so I got a second opinion from another company. When the other company came out, they informed me that my furnace was in complete good health, and the black material that the previous technicians had taken a picture of to show me was in fact, dirt, not mold.
  
  GUARANTEED SERVICE was clearly trying to sell me a product that I didn’t need, and using sales tactics that were deceitful to do so. Had I just taken their word for it, I would have spent thousands of dollars on a new system unnecessarily just so the service technician could get his cut of the commission.
  
  This is unacceptable as a service provider GUARANTEED SERVICE is not a sales company that is looking to sell their product, they market themselves as a service company. As a consumer, I spent days applying for loans and searching for alternative options for myself to get a new furnace.
  
  I would like a full refund from GUARANTEED SERVICE for their service to come out to deceive me. Additionally, I would like a refund of the second company that I had to have come out to give a confirmation that the furnace was in fact fine. I have now invested $300, as a result of the deceit from this company

  

  Business Response

  Date: 05/18/2024

  We are truly sorry about your concerns. We never received a formal complaint in our office, nor a written one, otherwise we would have responded much sooner. Please accept our sincere apologies. We have no issue refunding the amount in dispute and would also love the opportunity to speak with you. We will give you a call on Monday morning. Thank you for sharing your experience, and please rest assured that we will handle your concern. 

  

  Business Response

  Date: 05/20/2024

  *******

  I am sorry that you never heard back, I was never informed of your complaint and would love the chance to speak with you.  I left you a voicemail this morning and haven't heard back yet.  Please advise the best way to contact you so that I can resolve this issue.  My number at the office is ###-###-####, and my direct email is *****************************.  I look forward to helping you.

  Customer Answer

  Date: 05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I spoke with the business directly and was able to come to a resolution after prior failed attempts to reach them. Thank you for the assistance, I find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ****** *******