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:03/03/2025

  Type:Customer Service 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.

  Purchased warranty on kitchen set filed a claim and after 3 weeks have received no response. Tried calling only to be met with unrealistic hold times with no one answe
  Ring after being on hold 30 minutes

  

  Business Response

  Date: 03/04/2025

  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:02/26/2025

  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.

  The sofa bed has broken and fallen apart. I put a claim in they sent a repair to my home on 02/12/2025 the technician said it couldn't be repaired. The company offered me $949.00. I went ***** ********* were I brought the furniture from and was informed that my warranty **** ***** would replace the sofa sleeper and love seat. Now I'm being told by ********* that they are responsible for this problem. The furniture is not longer available so I would have to replace sofa sleeper and love seat. ***** ********* store said to replace my furniture. My warranty is for 5 years. I brought the furniture on 12/03/2022.

  

  Business Response

  Date: 03/03/2025

  ******** ********** ******** 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: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ******** has send a voucher for sofa sleeper. The claim the also included the love seat for replacement it was approved be they have been telling for the last two weeks I will receive a 529.00 voucher in 24 hours. I'm still waiting. Sending copy of claim was approved for payment
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/11/2025

  ******** ********** ******** 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:02/26/2025

  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 from ***** ********* Store at *** ****** ****** **** ********** ** *****; A Sahara 3- piece raf power recliner($908.68), Sahara armless recliner chair($381.64) along with a Sahara laf power chaise($908.68) and Sahara console for $150.00 which the usb ports and the wireless charging are malfunctioning after 1 year but of course. But Im paying for warranty so either i get money refunded back where i can get another living room set cause i need it. Plus the Goof Proof for additional $300.00 which is from 11/14/2023 to 11/14/2028 which to remind you is still active and should be covered according to what i was informed for 5 years. If knowing this i would not of which in totalled all together cost me $2956.32 which i need to be refunded to in a TIMELY MANNER to go towards something else due to it looking bad. I would like to be able to exchange it for something else matching the same amount.
  
  I purchased the set from ***** ********* at *** ****** ****** ****. ********** ** ***** and the phone number is ************ along with the representative that took care of me was named ******** Guest Experience Specialist and he can be reached at ************. All i want is have their workers come pick up this living room set and let me know when i can go to the store to purchase another set. Looking forward to hearing from you in a timely manner.

  

  Business Response

  Date: 02/26/2025

  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:02/24/2025

  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.

  Seeking support regarding an issue with my Bassett sectional ($5569.00) after professional cleaning service. "Bassett Care" label on sectional did not advise against staining after steaming and now white couch has brown stains from placement after steaming. Warranty was purchased ($599.00) for couch so also seeking guidance on whether warranty will investigate and replace ruined cushions and timeline for replacement. GUARDIAN CLAIM SUBMITTED AND THEN DENIED ON 2/22/25. ITEM STILL UNDER ACTIVE WARRANTY. WARRANTY INCLUDES COVERAGE OF ALL STAINS ON FABRIC.
  
  COPIED FROM WARRANTY: We are providing you with the terms and conditions for your 5-Year AZB-20018773 Guardian Residential Furniture Plan you purchased from BASSETT FURNITURE - S0156 - DU 0156 for $599.00. Your plan was activated on 04/21/2023, will expire on 4/21/2028, and will provide up to $5,569.00 in coverage for your new
  furniture.
  
  Able to provide full copy of Warranty, as well as Messaging with Guardian Protection Plan representatives.

  

  Business Response

  Date: 02/24/2025

  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: 03/03/2025

  
  
  Complaint: 22977957
  
  
  
  I am rejecting this response because: I, Customer (********* *********), am awaiting final confirmation from Guardian Protection Plan (OnPoint Warranty Solutions) that a complete and full refund on Warranty paid will be issued. The following response, as well as itemized invoice of payment, was provided to OnPoint Warranty Solutions on Thursday February 27, 2025:

  OnPoint Warranty Solutions:
  
  As requested, attached is an itemized copy of my Bassett Furniture invoice.
  
  To reiterate my original email - At this time, the ONLY resolution I am seeking is a complete and Full Refund ($599.00 + applicable tax) of the 5-Year Guardian Protection Plan purchased with my BASSETT FURNITURE - S0156 - DU 0156. I WILL NOT accept a pro-rated refund as I have submitted NO CLAIMS against the Protection Plan Warranty since activation on 04/21/2023. Please refer to CLAIM TICKET: #******* for further background on my original claim, as well as pictures documenting my concern.
  
  
  Sincerely,
  
  
  
  ********* *********

  

  Business Response

  Date: 03/05/2025

  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:02/18/2025

  Type:Billing 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 need to file a complaint against these warrenty scammers. I bought a new hisense fridge from American frieight in Feb and I purchased the extended warrenty for 5 years. Since I bought the fridge it has cooling issues and we filed the claim in November. There is a technician came to my house to fix it but he couldn't able pull the fridge out just because it was heavy and he told me there is something wrong with the sensors so he said he gonna oder the parts and come back in 2 weeks . He came back after a month and he couldn't able to pull the fridge outs by himself just because it was heavy so he told me that he is going to come back next week to fix it and I have not got any response from him so far.
  
  
  I called the warrenty company recently and they said the 5 year warrenty is voided just because the bugs got inside the refrigerator.
  
  First of all we don't have any bugs there in our town house.
  
  2) he could not able able pull the fridge out to fix it and how does he know the bugs got inside the fridge.he didn't open the fridge from the back
  
  3) Even if the bugs got inside and messed up the board he was supposed let the company know during the first visit why did he come back to our house to fix it
  
  I also need the proof of pictures that he has taken
  
  I haven't even use the fridge for 8 months. It comes with manufacturing warenty and extended warrenty. The manufacturing warrenty expired in jan 2025.These warrenty people made me weight 3 months and I could claim the manufacturing warrenty
  
  
  I am ready to do an Inspection from a third company to prove that there is no bugs messed up the fridge but the warrenty people would be responsible for all my losses
  
  Chat history with technician. Is uploaded
  
  
  OnPoint Insurance Technology and Warranty Services

  

  Business Response

  Date: 02/18/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience you’ve experienced.
  
  We take your concerns seriously, and we will review your complaint in detail. Someone will reach out to you to discuss the issue and work towards a resolution.

  Customer Answer

  Date: 02/20/2025

  
  
  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,
  
  
  
  ***** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 bought an extended warranty from onpoint warranty solutions llc.For a dehumidifier.
  Effective date 7/11/24.I filed a claim oct. 2024.After dozens of calls , they keep promising me a replacement its been 4 months My claim # *** *** **.
  ,They initially said my model # was different. I called them on receipt of contract.They said the last 2 numbers were irrelevant.The serial # was most important.This company is a scam.Corporate #
  hangs up on you.

  

  Business Response

  Date: 02/03/2025

  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: 02/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I bought an extended warranty from onpoint warranty solutions llc for a dehumidifier. When I received the contract, I noticed the model#  was different ********** vs **********.I called to notify them, they said its ok as long as the serial# was correct,the letter had to do with the hose. When I filed a claim they gave me the round around for 4 months, 3-7 days the product will be delivered to you.After contacting BBB a resolution service contacted me.It was a joke she said would call me.never did. They did not respond to my e-mails.BUYER BEWARE.On there claim form that you have to sign gives them the choice to return your insurance cost.What a scam

   

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

  

  Business Response

  Date: 02/11/2025

  We have forwarded your information to **********, someone will reach out to you soon.
  
  

  Customer Answer

  Date: 02/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They said they would call me for 4 months.Still no contact.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They said they would call me for 4 months.Still no contact.
  
  Sincerely,
  
  **** *****
  

  

  Business Response

  Date: 02/18/2025

  Hello,
  
  Thank you for your reply. We have escalated this matter to ********** management for further review.

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They called once and left a call back number.After calling for days and leaving voice messages,I received no responses.This is going on for 5 months.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 02/27/2025

  
  
  
  
  Complaint: ********
  
  I am rejecting this response because: They called once and left a call back number.After calling for days and leaving voice messages,I received no responses.This is going on for 5 months.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/03/2025

  Hello,
  
  Thank you for your reply. We have escalated this matter to ********** management for further review.

  Customer Answer

  Date: 03/10/2025

  
  
  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,
  
  
  
  **** *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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.

  *************************** does not work
  Chat is disabled
  My plan does not appear
  And neither does the case I called about last week.

  

  Business Response

  Date: 01/08/2025

  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:01/05/2025

  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 when I bought my couch back in 12/15/2019. This plan was to cover damage that were defective parts, stains and other damages like for example my grandkid who took a marker to my couch. I filed a claim around January 16 2024 regarding the mechanical defects to one of the recliners on my couch, in this claim, while talking to the representative, he suggested I also file a claim regarding some blueberry stains and stains from my grandchild. When the claim was approved, it was only approved for the mechanical failure. They said the stains in the pin were not covered and would not explain fully. Why just told me I needed to read my contract. what’s odd is the representative told me stains recovered and while you’re on hold, they have a message basically bragging about how this protection would cover stains. Nonetheless they sent a technician out who is going to repair the mechanical failure. But what needed to be done? Was the part was going to be sent to the furniture store the couch was purchased at When I called the furniture store, they said the part was not there and that when they looked it up, it showed that it was pending. They messaged me on April 1 2024 letting me know they were still in the process of handling the claim. June 3rd I was told that the part was shipped and when the furniture store received the part they would notify me. June 23rd my sister passed away, and I had to deal with all of the process that goes with a death. I notified them on August 4 that the store did not receive the part and that the couch had not been repaired and I never received any further communications from them. I messaged them today and they are stating again that the part has been shipped. Unfortunately, I do not believe them. I believe they were doing everything in their power to not cover this claim and I believe that I was lied to and lead to buy a a protection product that was never going to benefit me.

  

  Business Response

  Date: 01/08/2025

  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:01/02/2025

  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 am writing to formally file a complaint against OnPoint Warranty Solutions, LLC regarding their refusal to fulfill the terms of the extended warranty I purchased for my sectional sofa from *********. The defect in the sofa significantly impacts its usability, and their failure to provide a resolution has left me with an unusable product despite my investment in both the furniture and the extended warranty.
  
  Details of the Complaint:
  1. Product and Warranty Purchase:
  - I purchased a high-end sectional sofa from ********* on April 3, 2020, with the understanding and assurance that the product would be protected by an extended warranty. The warranty was sold and administered by OnPoint Warranty.
  
  2. Defect in Product:
  - The sofa has developed a defect that renders it significantly unusable. I promptly contacted OnPoint Warranty Solutions, LLC to file a claim, expecting either repair or replacement under the warranty’s terms.
  
  3. Denial of Proper Resolution:
  - OnPoint Warranty Solutions, LLC has informed me that they cannot repair or replace the sofa. Instead, they have offered to refund only the cost of the warranty. This offer does not compensate for the defective product and the substantial inconvenience caused.
  
  4. Impact of the Issue:
  - Had I known the warranty would not cover such defects, I would not have made the purchase. The defect has significantly reduced the sofa’s usability and value, and the warranty’s failure to address the issue has left me without a resolution.
  
  Resolution Requested:
  Given the circumstances, I request the following:
  - A full refund of the purchase price of the sectional sofa in the amount of $3,049.96 as well as a full refund of the purchase price of the Extended Warranty in the amount of $313.35 to compensate for the defect and the inability of OnPoint Warranty Solutions, LLC to honor their obligations under the warranty. Total refund is $3,363.31

  

  Business Response

  Date: 01/02/2025

  OnPoint Warranty Services 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: 01/02/2025

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

  The business made false claims to resolve this matter several weeks ago but nothing materialized. Communication has been insufficient with further delays and no evidence to expedite the resolution of this matter. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/17/2025

  On Point Warranty 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:12/05/2024

  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.

  I FILED A CLAIM FOR COVERAGE ON MY SOFA AND THEY REFUSED TO CLEAN IT, REPLACE IT OR ISSUE A REFUND FOR THE SERVICES. I WAS ADVISED IT COVERS STAINS FROM HUMAN AND PET WASTE. MY CAT WAS DYING AND SHE MESSED ON THE CHAIR AND PASSED AWAY. IT WAS STAINED AND TERRIBLE ODOR. THEY MADE ME WAIT ALMOST 2 MONTHS TO RESPOND. I SENT PLENTY OF PICTURES AND THE MAN CAME OUT TO CHECK AND REPORTED STAINS AND STRONG ODOR. I WAS TOLD BY THE COMPANY THAT THEY DONT COVER ODORS. ALSO TOLD ME BECAUSE I TOOK A COVER OFF THE CUSHION TO SHOW THE STAINS. IT AUTOMATICALLY VIOLATES THEIR POLICY AND THEY WON'T COVER IT. ALSO SAID I CAN'T GET A REFUND UNTIL I PAY OFF THE FURNITURE. I CAN'T USE THE FURNITURE I STILL PAYING FOR SOMETHING I CAN'T EVEN USE.

  

  Business Response

  Date: 12/05/2024

  ******** ********** ******** 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.