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:04/11/2025

  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.

  On March 25 , 2025 I purchased a ***** TP9SF for $445.80. On April 3rd the firearm arrived to Marshall Security Services (FFL). I processed a return (RMA) for the firearm since I wanted a different one. PSA mentioned they will coordinate with my FFL to get my return processed. On Monday April 7th I called my FFL asking if they needed anything from me to return my firearm. They mentioned they needed the shipping label so I sent them that. The next day *** said they still haven't received my firearm so I called my FFL and they said they will be trying to ship it again today. The next day Wednesday tracking still mentioned *** has not received my firearm. I called again and they said they were having some issues so they will try again that day. Thursday no traction. Friday I decided to show up and they got mad. The manager gave me attitude and said his shipping guy had my firearm and I didn't have to worry. I told them I can only go off logs not word of mouth and logs show nothing. He gave me attitude and said it wasn't his problem. I asked if he can at least tell me what *** he went to. He then told me they actually never shipped the firearm and the shipping guy had it. They mentioned they will ship it out today but that's what they've been telling me all week. The manager said it's not his problem since it's not in his shop anymore.

  Business Response

  Date: 04/14/2025

  The customer ordered a firearm from an out of State gun store that is not on the California list of approved firearms and therefore it cannot be transferred.  The office policy is to take off roster firearm(s) to the shipping center in order to obtain a receipt that the firearm has been sent back, in order to have proof of the return for the Department of Justice during an audit.  *********** cannot immediately return an item as there are usually multiple off roster firearms to return per week, in fact the last week there were 10 firearms to return through either ***** or UPS.  All returns are generally done within a few days however some take longer due to the availability of staff and the number of returns to process.

  According to Mr. ****** he sent the retrun label to us April 4, 2025 which is a Friday.  His firearm was returned on April 13, 2025 which was the following Saturday, approximately 5 business days later.  There was no lengthy delay in the return of the item.  The problem is that Mr. ****** wanted the item returned sooner and when he was not accomodated because we were unable to do all the returns sooner, he filed not only this complaint but a bad review.

  Mr. ****** could have done his homework and verified that the firearm that he ordered from another State is legal in **********. The State of California has a gun roster on line that you can verify that the firearm you are purchasing is permitted in the State.  Mr. ****** should have realized that the ***** firearm he ordered is not being sold in ********** and done his own due diligence to discover why.  Instead he chose to blindly order an off roster firearm and then demand it return within an unreasonable time. If Mr. ****** wants a third party business to provide expedited service, maybe he should offer to pay for the service that he is demanding, since the business is utilizing its time and resources to return an item that should have never been shipped and has no benefit from the inability to transfer the firearm.  As it is the business can only charge Mr. ****** with the **** fee of $49.17, when the firearm is transferred, which a majority of the fee is paid to the State. When a firearm cannot be transferred the business cannot charge any fee but must use its time and resources to effectuate a return.

  There is no refund due as the firearm was not purchased from this store nor were any fees paid to us.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23192542
  
  I am rejecting this response because:
  
  It is true that not all ***** models are approved for sale in **********. I purchased two firearmsone was compliant and legal for sale and ownership in the state, while the second was not. My concern wasn't about shipping speed, but rather the complete lack of transparency and accountability regarding the handling of my first firearm. I honestly did not care about the shipping speed but more concerned regarding where my firearm was. 
  
  Despite calling daily to verify the status, I was repeatedly told that my firearm had been shipped, which turned out to be untrue. When I visited the location in person, ****** responded with hostility and an unprofessional attitude.

  Rather than providing accurate information, I was misled, lied to, and assured the item had shipped, even though it had left the location to an unknown location with an unknown employee without any tracking or confirmation and ended up being shipped the very next day after I submitted this claim with the BBB. The absence of communication regarding the whereabouts of a firearm, coupled with repeated dishonesty, is extremely troubling and unacceptable.
  
  Best,
  
  ******* ******

  Business Response

  Date: 04/16/2025

  Mr. ******,
  The firearm was not with an unkown employee, you were not told the employees name because of your aggressive behavior in the office and your unwillingness to accept what was being told to you. 

  The firearm was secured at the office and then was taken to the shipping center from the office. We take all precautions in taking a firearm to a shipping center, that is why we do not return more than two firearms at a time. You should also be honest that you were upset because the firearm had not been shipped and the "hostility" that you are complaining about was because of your conduct.  You refused to accept what was being told to you and you continue to refuse to accept what is being told to you. Five business days is not an unreasonable amount of time to return an item.  We are not in the shipping business and we try to return items as soon as possible however they cannot always be retured within a day or two.

  
  The fact that you are "rejecting the response" proves what has been said in the initial reply and in this response. You're continuing to make these baseless claims shows you unwillingness to accept what occurred.  

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 agency, *******************************************, sent a large number of clients to get guard card training and pre-paid for the service. Many of the clients did not show up for the training enrollment at Marshall's even though ***** paid for the course. I have emailed Marshall's to reconcile the funds, and they agreed to replace the clients with new enrollees. This was verified through email. ***** sent clients to enroll in the training at Marshall's, and they were turned away. Marshall reneged on the agreement and refused to refund the money. This is dishonest business practice, and I plan to file as many complaints as possible. They won't return our calls or emails.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 business refused to release a copy of my file which included my guard training hours and gun range requalification upon request. after my most recent visit in November, I requested a copy. The initial question was why and was given a hard time by the receptionist. My response "For my records and by the way, I don't need a reason." I was given the option of a physical copy or an emailed version. I chose the email electronic version. I was told it would be sent the following day. It was not. After following up they made me return which was extremely inconvenient. During a conversation with one of the supervisors in which I explained the details, he refused as well and proceeded to hang up in my face. I eventually made it in to retrieve my copies and once I was given a hard time. I told them the law prohibits this practice. The receptionist asked me what did I need from my file three separate times. My response was everything the first two times. On the third occurrence, I told that my answer would not change. I was eventually a copy of three documents, three pages in total. She didn't give me everything. After that, I left The premises. My concern is that they may seek retribution by not sending to the ******************* my firing range requalification documents on time or not at all, as retribution.I am asking for assistance to make that they file my documents on time.