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:06/30/2025

  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 purchased the “Goof Proof” warranty for my new bedroom set purchased December, 2024. On Monday, June 23rd, I submitted a claim for a stain from a very mild glass cleaner on top of the dresser. The claim was denied because Guardian Customer Service indicated the stain was from “Caustic Substances: Any damage caused by corrosive or caustic materials”. Therefore, the claim is denied. I did not clean the dresser/ mirror since I purchased in December. I was completely shock at the cheap materials made for the bedroom set. In addition, both nightstands were damaged from similar stains. I was given credit for one and I’m waiting Guardians decision on the other nightstand. It has a clear ring stain.
  
  The policy states the following:
  INDOOR WOOD AND HARD SURFACE FURNITURE:
  a. All stains.
  b. Gouge, heat mark or liquid ring.
  c. Chip, scratch or breakage of glass or mirrors and loss of silvering on mirrors including crowned or curved glass.
  
  Guardian needs to honor their “good proof” policy I paid for!!!

  

  Business Response

  Date: 06/30/2025

  Guardian Protection Products has researched the complaint filed by the consumer. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 07/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory providing they indeed contact me with a resolution.  If not, I’ll be opening up the complaint as a follow up,
  
  
  
  Sincerely,
  
  
  
  ****** ******** 

  
  

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• Initial Complaint

  Date:06/18/2025

  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.

  I purchased a 3 year warranty for furniture protection. I made a claim several claims starting in 3/11/25. They responded stating they needed picture of sofa I sent pictures. I then received an email stating that only certain parts of the sofa was approved. They brought the sofa down into section in several different claims. I called rooms to go on. Several different occasions was told over a months time that they will call me back by the end of the business day with an update never received an update until June 17, 2025. Just for them to state that they needed to call one point protection, also known as guardian protection product because they didn’t have a service technician in my area. I called on point protection also known as guardian product protection for them to tell me that they will call me back in 3 to 5 business days when they find a technician in the area this has been going on since March 12, 2025 the claim has still not been completed. both companies have been playing ping-pong between each other my claims have not been completed.

  

  Business Response

  Date: 06/19/2025

  Guardian Protection Products has researched the complaint filed by ***** ******. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:06/05/2025

  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 purchased a dining set back in 2021 and a protection plan. Started a claim back in April
  And it is now June and still no resolution. I would like to sit at my dining table and eat like a family but all of my chairs are broken.
  
  I have requested a manager to contact me! No one has, the chat now button doesn’t work and the phone number has a recording that say if you speak English stay on the line and proceed to tell you that claims have increased and you will get a response in 4 days. I have reached out since I last got a message about having an invoice. I purchased from American freight and i don’t have the paper work. I called them because I knew I purchase insurance and they gave me the information to guardian along with my invoice information.
  
  I last got an email on May 23rd saying that i had until June 23rd to get an invoice in or my claim would be ineligible. I sent an email May 23rd, May 29th , June 2, 3, and today 4th. No one has been responding to my email and I’m really frustrated at this point.
  
  Their faqs page says you don’t need the invoice if you don’t have it. I really am at my roof with this company and their none responsiveness.

  

  Business Response

  Date: 06/05/2025

  Guardian Protection Products has researched the complaint filed by ******* ***** and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:06/05/2025

  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 extended warranty claim for a dishwasher repair (Contract ************ ***** ********) was unfairly denied by OnPoint Warranty Solutions LLC.
  On 04/24/2025, their technician diagnosed "worn out door springs" (a covered mechanical breakdown) needing replacement. However, my claim was denied, citing "rodents infestation," which is NOT listed as an exclusion in my specific contract (see pages 4-5 of attached contract). The technician's report confirms worn springs and does not state rodents caused the damage.
  I was never formally notified of the denial directly by OnPoint/Electrolux; I found out indirectly via the repair shop.
  I sent a formal dispute email on 05/01/2025 to [email protected]. After no response, I contacted them via chat on 05/20/2025. The agent confirmed my dispute was "escalated and under review" but repeatedly cited their general policy (contrary to my contract) and could not provide a timeline.
  I sent a final follow-up email on 05/28/2025, setting a firm deadline of 06/04/2025 for a substantive response, stating I would escalate if unresolved.
  As of 06/05/2025, OnPoint Warranty Solutions LLC has provided no response to my formal dispute. Their conduct (denial based on unlisted exclusion, lack of formal notification, unresponsiveness) constitutes unfair business practices and a failure to act in good faith.
  I seek the approval and authorization for the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also request formal acknowledgment of their procedural failures.

  

  Business Response

  Date: 06/05/2025

  We understand your frustration and apologize for the ongoing issues with your dishwasher. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** *************  

  Customer Answer

  Date: 06/05/2025

  
  ********** ********
  
  
  
  I am rejecting OnPoint Warranty Solutions LLC's response as NOT satisfactory. Their claim that they "do not administer ********** products" is inaccurate and an unacceptable attempt to evade their direct contractual obligations.

  
  As explicitly stated in my extended warranty contract (Certificate/Contract Number ***********, purchased on July 22, 2024:
  OnPoint Warranty Solutions LLC is unequivocally named as the "Obligor." This means OnPoint is the entity legally and contractually bound to provide service under my specific warranty.
  The contract further clarifies that ********** is merely the "Administrator" to whom OnPoint has delegated "certain administrative activity." Therefore, ********** acts on behalf of OnPoint.
  OnPoint cannot disavow responsibility for a contract where they are the named Obligor. Their designated Administrator (Electrolux) processed my claim ****** ********), issued the denial under their file number, and confirmed my dispute was 'escalated and under review' within their system.

  
  My claim was improperly denied re my Contract #9000864665. The technician's own report confirms "worn out door springs" (a covered mechanical issue) and does not state rodents caused this specific failure.

  
  OnPoint's attempt to pass responsibility to ********** directly is a further instance of the unfair business practices detailed in my complaint, which include lack of formal denial notification and unresponsiveness to my formal dispute emails (sent May 1st and May 28th, with a response deadline of June 4th that they ignored).

  
  I urge the BBB to hold OnPoint Warranty Solutions LLC accountable as the named Obligor on my contract and to approve the repair of my dishwasher's worn-out door springs as per my contract. I have also filed a complaint with the California Department of Consumer Affairs (DCA Case ID: ** ********) regarding this matter.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/10/2025

  Guardian Protection Products has researched the complaint filed by the customer and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers
  

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My BBB complaint is against OnPoint Warranty Solutions LLC ********* ************. The response from "Guardian Protection Products" (an OnPoint Warranty brand) is NOT satisfactory.
  

  Guardian claims "previously attempted contact." This is inaccurate regarding my formal dispute. Since sending my formal dispute email to ************************ on 05/01/2025 (confirmed received and escalated via chat on 05/20/2025), I have received NO direct, formal communication from OnPoint Warranty Solutions or any affiliated entity (including Guardian Protection Products) concerning the resolution of my dispute or justification for the denial. The deadline I set (06/04/2025) for their response to my dispute has passed without contact. My only prior contact was indirect notification of the denial via the repair shop's email, to which I then initiated contact for clarification.
  

  My claim ****** ********* for dishwasher repair was improperly denied. The technician's report clearly states "Door springs are worn out and need to be replaced," a covered mechanical breakdown. The denial cites "rodents infestation." This is NOT listed as an exclusion in my specific contract (pages 4-5, attached documentation). A business cannot deny coverage based on exclusions not in the signed contract. The technician's photos do not show rodent damage to the springs, only droppings, which do not prove they caused the springs to be worn out.
  

  This constitutes a breach of contract, unfair business practices, and a failure to act in good faith.
  

  I expect OnPoint Warranty Solutions LLC to immediately approve and authorize the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also require a formal, written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and lack of direct, timely communication in handling this claim.                   

  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My BBB complaint is against OnPoint Warranty Solutions LLC ********* ************* The response from "Guardian Protection Products" (an OnPoint Warranty brand) is NOT satisfactory.
  
  
  Guardian claims "previously attempted contact." This is inaccurate regarding my formal dispute. Since sending my formal dispute email to [email protected] on 05/01/2025 (confirmed received and escalated via chat on 05/20/2025), I have received NO direct, formal communication from OnPoint Warranty Solutions or any affiliated entity (including Guardian Protection Products) concerning the resolution of my dispute or justification for the denial. The deadline I set (06/04/2025) for their response to my dispute has passed without contact. My only prior contact was indirect notification of the denial via the repair shop's email, to which I then initiated contact for clarification.
  
  
  My claim (FILE# 88119045) for dishwasher repair was improperly denied. The technician's report clearly states "Door springs are worn out and need to be replaced," a covered mechanical breakdown. The denial cites "rodents infestation." This is NOT listed as an exclusion in my specific contract (pages 4-5, attached documentation). A business cannot deny coverage based on exclusions not in the signed contract. The technician's photos do not show rodent damage to the springs, only droppings, which do not prove they caused the springs to be worn out.
  
  
  This constitutes a breach of contract, unfair business practices, and a failure to act in good faith.
  
  
  I expect OnPoint Warranty Solutions LLC to immediately approve and authorize the repair of my dishwasher's worn-out door springs at no cost to me, as per my contract. I also require a formal, written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and lack of direct, timely communication in handling this claim.             
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/19/2025

  We understand your frustration and apologize for the ongoing issues with your Dishwasher. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** *************  

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business's response is UNSATISFACTORY and demonstrates a clear attempt to avoid their contractual obligations and mislead.
  

  My complaint is against OnPoint Warranty Solutions LLC, who is explicitly identified as the "Obligor" (the legally responsible party) for my Extended Warranty Contract #90008665. Page 2 of my contract (attached to my initial complaint) states: "OnPoint Warranty Solutions LLC. We, as the Obligor, are Contractually obligated to provide... Service under this Contract..." It also states ********** entities are the "Administrator" delegated by OnPoint. Therefore, OnPoint's claim, "we do not administer ********** products," is false and a direct contradiction of my binding contract with them.
  

  Furthermore, they direct me to "********** ************** which is the very service number listed in my contract for OnPoint's service (Page 1) and their Administrator's contact (Page 2). I have already used their provided channels:
  Formal dispute email to ************************ on 05/01/2025 (which their chat agent on 05/20/2025 confirmed was 'received, escalated, and under review').
  Follow-up email on 05/28/2025, which they ignored past my 06/04/2025 deadline.
  Multiple chat sessions where their agents consistently provided misleading information and deflections.
  

  Their first BBB response (from 'Guardian Protection Products,' an OnPoint brand) also falsely claimed 'previously attempted contact.' This pattern of misrepresentation and avoidance is unacceptable.
  

  I require OnPoint Warranty Solutions LLC to:

  Approve and authorize repair of my dishwasher's worn-out door springs at no cost, per contract.
  Provide formal written communication acknowledging their improper denial and lack of direct, timely communication in resolving this dispute.
  

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

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: 

  The business's response is UNSATISFACTORY and demonstrates a clear attempt to avoid their contractual obligations and mislead.
  

  My complaint is against OnPoint Warranty Solutions LLC, who is explicitly identified as the "Obligor" (the legally responsible party) for my Extended Warranty Contract *********. Page 2 of my contract (attached to my initial complaint) states: "OnPoint Warranty Solutions LLC. We, as the Obligor, are Contractually obligated to provide... Service under this Contract..." It also states ********** entities are the "Administrator" delegated by OnPoint. Therefore, OnPoint's claim, "we do not administer ********** products," is false and a direct contradiction of my binding contract with them.
  

  Furthermore, they direct me to "********** *************" which is the very service number listed in my contract for OnPoint's service (Page 1) and their Administrator's contact (Page 2). I have already used their provided channels:
  Formal dispute email to [email protected] on 05/01/2025 (which their chat agent on 05/20/2025 confirmed was 'received, escalated, and under review').
  Follow-up email on 05/28/2025, which they ignored past my 06/04/2025 deadline.
  Multiple chat sessions where their agents consistently provided misleading information and deflections.
  

  Their first BBB response (from 'Guardian Protection Products,' an OnPoint brand) also falsely claimed 'previously attempted contact.' This pattern of misrepresentation and avoidance is unacceptable.
  

  I require OnPoint Warranty Solutions LLC to:

  Approve and authorize repair of my dishwasher's worn-out door springs at no cost, per contract.
  Provide formal written communication acknowledging their improper denial and lack of direct, timely communication in resolving this dispute.

  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/23/2025

  Guardian Protection Products has researched the complaint filed by ****** ******** and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 06/23/2025

  Complaint: ********
  
  
  I am rejecting this response because:
  The business's response is UNSATISFACTORY and is the exact same generic, misleading message received previously. This shows deliberate failure by OnPoint Warranty Solutions LLC (Obligor of contract #90008665, whose brand Guardian Protection Products is) to address my complaint.
  ·       Their claim "previously attempted contact" is false and disingenuous. I received NO direct, formal communication (no emails or letters to my provided contact information) from OnPoint or affiliated entities since my 05/01/2025 formal dispute email. My 06/04/2025 deadline passed without any contact.
  ·       They consistently fail to address the core issue: my claim (FILE# 88119045) was denied but NOT for a listed exclusion in my specific contract 
  ·       Their own technician's report confirmed the issue: "Door springs are worn out and need to be replaced" – a clearly covered mechanical breakdown.
  ·       They also falsely claim "we do not administer ********** products," despite my contract naming OnPoint as the Obligor and ********** as their delegated Administrator.
  This repetitive, evasive behavior by OnPoint Warranty Solutions LLC, including misrepresentation and avoidance, is a clear pattern of unfair business practices, breach of contract, and failure to act in good faith. 
  Since OnPoint is unwilling to resolve this via BBB, I am actively pursuing formal complaints with the California Department of Consumer Affairs (DCA), who regulates service contracts.
  My expected resolution remains:
  1.     Immediate approval and authorization for repair of my dishwasher's worn-out door springs, at no cost, as per Contract #90008665.
  2.     Formal written communication from OnPoint Warranty Solutions LLC acknowledging their improper denial and consistent lack of direct, timely communication in handling this claim.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/03/2025

  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.

  I purchased a furniture protection plan from Guardian Protection Products to cover mechanical failures of furniture. When the mechanical inflating mechanism of an air mattress failed, I submitted a claim. Guardian denied the claim on the grounds that “mattresses” are excluded—even though this was not about the mattress but the inflation mechanism, which falls under covered mechanisms like inclining or vibrating components.
  
  Their repeated refusal to acknowledge the mechanical nature of the failure, and their unwillingness to re-engage in good faith, reflects a predatory pattern of denial that I believe should be investigated. Their last response indicated they would not even acknowledge further communication—this is unacceptable from a consumer service company.

  

  Business Response

  Date: 06/03/2025

  Guardian Protection Products has researched the complaint filed by **** ****. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I purchased the Guardian Residential Furniture Protection Plan with the clear understanding that it covered up to $1,419.99 in damages for the items listed on the receipt, which includes the air mattress inflation device in question. Nowhere in the Terms and Conditions provided at the time of purchase does it state that air mattresses are excluded, and the documentation outlines coverage for breakdowns of inclining, reclining, heating, and vibrating mechanisms—exactly the type of mechanical failure this mattress has experienced.

  This item was sold with the plan, registered under my name, and is explicitly within the scope of “upholstered furniture with reclining or vibrating mechanisms” as outlined in the plan’s own definitions and coverage.

  Guardian is refusing to reconsider or even review appropriately.  This is predatory and completely ridiculous.  At the time of purchase, I was explicitly told this type of breakdown would be covered.  Ashley Furniture was the retailer, so they are also a part of the problem here.  

  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 06/05/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear that the damages you have experienced were found to be ineligible for coverage based upon the Protection Plan that you purchased but look forward to working with you to resolve any future damages your furniture may experience that do meet the requirements of your plan. 

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your message. However, this response continues to misrepresent the facts and the terms of the contract. Let me be absolutely clear:
  

  The claim I submitted was not for mattress damage.
  It was for the mechanical failure of the inflation mechanism—which is functionally identical to the inclining, vibrating, or heating mechanisms that your plan explicitly covers.
  This is not a miscommunication or misunderstanding. This is a clear-cut breach of contract and consumer deception, for which Guardian is fully liable.
  

  They have now:
  Denied a valid claim based on incorrect grounds,
  Repeatedly failed to engage in good faith resolution,
  And ignored the basic legal obligations outlined in their own protection plan.
  I am preparing to pursue legal action under the grounds of:
  Breach of contract
  Bad faith denial
  Deceptive trade practices
  I will seek full reimbursement, legal costs, and punitive damages where applicable.
  Unless this matter is resolved immediately—by approving my claim and honoring the contract—I will proceed accordingly.
  This is no longer about the cost of a claim. It is about holding your company accountable for unfair and unlawful treatment of a paying customer.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Thank you for your message. However, this response continues to misrepresent the facts and the terms of the contract. Let me be absolutely clear:
  

  The claim I submitted was not for mattress damage.
  It was for the mechanical failure of the inflation mechanism—which is functionally identical to the inclining, vibrating, or heating mechanisms that your plan explicitly covers.
  This is not a miscommunication or misunderstanding. This is a clear-cut breach of contract and consumer deception, for which Guardian is fully liable.
  

  They have now:
  Denied a valid claim based on incorrect grounds,
  Repeatedly failed to engage in good faith resolution,
  And ignored the basic legal obligations outlined in their own protection plan.
  I am preparing to pursue legal action under the grounds of:
  Breach of contract
  Bad faith denial
  Deceptive trade practices
  I will seek full reimbursement, legal costs, and punitive damages where applicable.
  Unless this matter is resolved immediately—by approving my claim and honoring the contract—I will proceed accordingly.
  This is no longer about the cost of a claim. It is about holding your company accountable for unfair and unlawful treatment of a paying customer.

  
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 06/16/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear that the damages you have experienced were found to be ineligible for coverage based upon the Protection Plan that you purchased but look forward to working with you to resolve any future damages your furniture may experience that do meet the requirements of your plan. 

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Your most recent reply is completely unacceptable.

  
  Let me be crystal clear: my claim was not for mattress damage—it was for the mechanical failure of the inflation mechanism, a component explicitly covered under your protection plan’s terms for “inclining, reclining, vibrating, heating” mechanisms. Your continued refusal to address this fact demonstrates not only a failure to act in good faith, but a blatant misrepresentation of the product sold to me.
  

  I hereby put Ashley Furniture on formal notice that:
  This is a serious matter of false advertising and deceptive trade practices.
  I have already submitted formal complaints with the CFPB, Iowa AG, North Carolina AG, and BBB regarding this matter.
  I am preparing to file suit for breach of contract, consumer fraud, and intentional misrepresentation.
  If this issue is not resolved within five (5) business days, I will proceed with:
  Seeking legal remedies in court to recover damages, legal fees, and punitive damages;
  Documenting Ashley Furniture’s conduct across consumer review platforms;
  Notifying industry regulators and launching a BBB-involved action specifically targeting Ashley Furniture for false advertising.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:05/29/2025

  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.

  From the day we bought the freezer, it was defective. The door would not close causing ice build up around the frame. We bought it 4/4/25. We first called 5/1/25 for a repair. Technician came out and says it needs a new door. Door arrived 5/16/25. We had an appointment on5/16, 5/19, 5/21, 5/22, 5/23, 5/27 and 5/28 and nobody ever showed. We called during the day on most if not all of these days and was assured a technician was on the way. We still have a freezer with ice buildup, the possibility of spoiled food, and a high electric bill due to not receiving timely warranty service.

  

  Business Response

  Date: 06/03/2025

  We understand your frustration and apologize for the ongoing issues with your Freezer. Please note that we do not administer ********** products, but we will forward your information to them for further review. 
  For direct assistance, we recommend reaching out to ********** ************.  

  Customer Answer

  Date: 06/07/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****
  

  
  

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• Initial Complaint

  Date:05/15/2025

  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.

  On November 16, 2022 we purchased a dual glider recliner tucker from the Room Place for $434.99 along with a 5 year warranty for $89.99 from Guardian (actually is Onpoint Warranty Solutions *** **** ********* ****** *** **** ***** *********** ** ***** ***** ********). A little over a year later the recliner started to make scraping noises (like metal scraping); we called to tell them and they said the chair looked fine (they had use take pictures) I explained that sound would not show up on a picture - they ignored that. Then by earlier this year the chair was leaning to the left, again I called and sent pictures and got the same response. Now the back of the chair is laying on the floor so the chair that we paid $434 for is just a piece of trash and the $89.99 5 year warranty is also no good? This does not seem right at all. I wanted to report this to the Better Business Bureau so other folks don’t bother getting a warranty from Guardian/Onpoint Warranty or they are just showing their money away. I have filed another claim with them, but have very little hope that they will do anything as they only want to take people’s money. Thank you.

  

  Business Response

  Date: 05/16/2025

  Guardian Protection Products has researched the complaint filed by ***** *******. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:05/12/2025

  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 purchased a furniture protection plan from Guardian through Rooms To Go and was never provided the written policy at the time of sale. Because my daughter had previously damaged furniture with nail polish, I specifically asked the salesperson if the warranty would cover nail polish damage. The salesperson clearly stated that the coverage included such accidental damage, and I relied on that assurance when purchasing the plan. Months later, when my wood/wood laminate dresser sustained possible nail polish damage, I filed a claim (Claim #*******), which was denied. I appealed the decision (Claim #*******), but Guardian verbally reaffirmed their denial and stated the matter was closed. Only afterward was I provided the policy, which states nail polish is covered on fabric, vinyl, and leather, but does not clearly exclude nail polish on wood or laminate. This lack of exclusion and the policy’s vague and redundant structure create confusion about what is covered. The policy instead focuses on liquids causing 'rings' or 'marks' on wood, with no mention of specific household substances like nail polish. In addition, Guardian conducted no inspection and based its decision solely on a technical reading, despite my good-faith effort to clarify the issue. The protection plan was misrepresented at the point of sale, and this experience feels like a bait-and-switch designed to deny reasonable claims under vague terms. I am requesting a full reimbursement or coverage as originally promised.

  

  Business Response

  Date: 05/16/2025

  Guardian Protection Products has researched the complaint filed by ****** ****. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I spoke with a Guardian representative today who reaffirmed that my claim will remain denied. She did not acknowledge my explanation that their product was misrepresented when Rooms To Go sold it on their behalf. She also did not accept that the policy is unclear or that it fails to explicitly exclude damage from nail polish.
  Furthermore, she rejected my concern that the policy terms were not presented to me at the time of purchase and were only made available after my claim had already been denied.
  Despite these concerns, she believes the company’s actions are appropriate. I strongly disagree. Based on numerous customer reviews, it’s clear that many others also feel deceived and taken advantage of. This is a broader issue that warrants escalation to consumer protection agencies, including the Federal Trade Commission, in addition to the Better Business Bureau.
  The company must not be allowed to win and continue with such practices.
  Sincerely,
  ****** ****

  

  Business Response

  Date: 06/02/2025

  Guardian
  Protection Products has researched the complaint filed by ****** ****. We have
  contacted the consumer and and explained the contract limitations. Thank
  you for keeping us aware of concerns brought to your attention by our
  customers.

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Guardian did nothing to solve my concern. The representative who called, clearly appeared to not be having a good day, explained that they will keep their position, and that "it is impossible for them to list all exclusions in a contract". I explained to her in the call that I rejected her position. I was never presented the contract upon its purchase (only once my claim was rejected), and I relied on Rooms to Go, selling the warranty on behalf of Guardian, to confirm that nail polish was covered. As stated in my original complaint, Guardian does not clearly state in their contract/policy that nail polish is not covered. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 06/04/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear that the damages you have experienced were found to be ineligible for coverage based upon the Protection Plan that you purchased but look forward to working with you to resolve any future damages your furniture may experience that do meet the requirements of your plan. 

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:04/28/2025

  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 paid for protection services for my couch and rug in August of 2020. I filed a claim to repair a stain on my couch in February. On 2/27/25 I received an email that the claim was approved an I was eligible for repair. On 3/18/25 the technician came to my house to investigate and then on the 3/19/25 I received an email that the technician was unable to repair furniture but the company was working with the retailer to replace parts. On 4/3/25 the company said I had no coverage that the coverage I have was for the rug only. This is not true. The company called Bassett in Dublin CA where I originally purchased the furniture, the spoke to the sales lady who was still there who I purchased the protection plan from and she confirmed that the couch was covered. I then heard from Guardian, the representatives name was Jenn, that my claim was ok and I would get an email shortly stating the further steps. Then on 4/18/2025 I received another message from Guardian denying my claim saying that they do not cover damage to the area rug for unknown stains. There are 2 issues with this 1) The damage is to the sofa, I have been back and forth with this company, they have confirmation that the damage was to the sofa and was approved. 2) all stains are covered under my contract. I would like my claim to be approved or I would like to receive my $400 back that I paid in August of 2020 with interest, as Guardian is not meeting their contractual obligation. Again, Guardian has told me that this claim was going to be approve and then they send me some ridiculous email about a rug stain. Guardian needs to comply with the contract that we agreed upon the purchase and repair my couch or refund me my $400 with interest.

  

  Business Response

  Date: 04/29/2025

  Guardian Protection Products has researched the complaint filed by **** **********. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:04/16/2025

  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 am disputing a claim denial covered under my warranty. For accidential damage. Company refuses to acknowledge damage was not caused by sitting or normal wear and tear. It is an accidential damage claim. Guardian refuses to honor contract, even after my request was escalated (upon request) Can provide photos if needed. I have attached a copy of the contract for your reference.

  

  Business Response

  Date: 04/17/2025

  Guardian Protection Products has researched the complaint filed by ****** ******* and previously attempted to make contact. We will be attempting contact with the consumer again in order to work towards a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 04/17/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. However, the company refused to work with me.
  
  
  
  Sincerely,
  
  
  
  ****** *******
  

  
  

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