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: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.

• Initial Complaint

  Date:11/21/2024

  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 bought a new house and went to *** ********* to buy whole house furniture. Added 5 years warranty for $500. I have been contacting Guardian for over 1 year to get the leather furniture REPLACED as the leather is coming off, stitching is ripped and the recliner sofa stopped reclinning. Company is so bad that after nunerous emails with photos and invoice attached, refusing to give us any call or resolution. All I want is the leather furniture replaced. I paid over 8000 dollars for furniture and I was assured that the insurance/warranty will cover any damages.
  Ticket # *******

  

  Business Response

  Date: 11/22/2024

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

• Initial Complaint

  Date:11/11/2024

  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 brought a dinning room set. I purchased goof proof. The bench seat of my dinning room set broke because they did not install screws in the legs to connect it to the base where you sit. They wont accept this as a claim. I will sue for bodily injury as I fell and hurt myself.

  

  Business Response

  Date: 11/11/2024

  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: 11/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********** ********e
  

  
  

  ***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:10/11/2024

  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 have been trying since March 2024, to file a claim. Our warranty expired in August. They could not find our purchasing information the numerous times I have called. Until after our warranty expired, then magically it appeared!!! Every time I call, they tell me they have no record of me ever calling or emailing them before. I have all the proof that I infact have though. I have all the emails and my call log. I called about 2 weeks ago, I spoke to an Emily, she said they were going to try to extend my warranty, I'll hear from them in 3 to 5 days, which is what I'm told every time, and never, not once, have I ever heard back. I called today, the woman I spoke to says they don't have an Emily working with them, and they have no history of me ever calling. She did however tell me all the same things Emily did, took all my info, they'd look into extending the warranty, they'd get back to me in 3 to 5 days.... I just want then to honor the warranty we paid $150 for, and have been trying since March to claim. Again, I have the receipts and records and screen shots of everything, I've sent them multiple times through email, through text even, because Emily gave me a number to text pictures of my call log to so she could add them to my case...

  

  Business Response

  Date: 10/15/2024

  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:09/16/2024

  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've been trying to get a pice of my Sectional repair the motor is not working. I have an extended warranty and they're telling me that thair not going to fix it . Because I dent report it within a month. But I'm not understanding why. What is the purpose of having a extended warranty if I can't use it. I'm just getting the run around when I perched it they said that I can exchange my set noe they saying they don't do that anymore I feel like I was hosted. Into buying the set. I purchased it from my *****. But the extended warranty is with Guardian Protection.

  

  Business Response

  Date: 09/16/2024

  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: 09/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  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:09/11/2024

  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.

  Greetings! In the year of 2020 I purchased furniture from ***** discount furniture. At the same time I purchased ***** goof proof furniture insurance. Number one: the furniture insurance is through another company and not owned by the furniture store. Now I’m being told I’m not able to revive the full amount of $129.00 for the furniture insurance back. The company has a number of complaints in reference to not being willing to pay out on policies purchased. I will not accept anything less than my $129.00 in a refund for this. Order number from ***** discount furniture is 14555911. The total I paid for furniture and delivery as well as insurance is $1,497.90

  

  Business Response

  Date: 09/13/2024

  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: 09/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told that I would get an extra $65 for help with delivery. Also, I was expecting for cash pay out much more than next to nothing. $355 isn’t enough. I was expecting at least $555 not $355. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/19/2024

  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.

  Customer Answer

  Date: 09/19/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I’ve accepted the response from the business. Even though I wasn’t really satisfied. I just want it to be over. I won’t work with the company ever again. Thank you BBB for assisting me and thank you Guardian for helping the best you could. Be blessed all!??????????
  
  
  
  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:08/19/2024

  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 submitted a complaint over two weeks ago and have not heard anything.
  
  I brought a protection plan for furniture. I was told it would cover any damages. I have damages to my couch not from wear and tear. I submitted a claim and was denied. I appealed and was told it only covers accidents. This was not how the plan was explained to me when I brought it. Someone was suppose to reach out to me last week from this company and no one ever did. I have cut myself on the damage of this couch. I want this couch replaced for the damaged or repaired. This feels like ponzi scheme/scam of an after warranty purchase. I also tried to resubmit the claim to explain the accident and was told I could not.

  

  Business Response

  Date: 08/20/2024

  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: 08/23/2024

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

  I have sent two follow up emails. Have called three times and have not heard anything. It also has been 24 hours from this message and have not had any outreach. 
  
  
  
  Sincerely,
  
  
  
  ********** *********

  

  Business Response

  Date: 09/03/2024

  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: 09/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not had any outreach still. Please call ********** or email ******************************
  
  
  
  Sincerely,
  
  
  
  ********** *********

  

  Business Response

  Date: 09/05/2024

  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: 09/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried reaching out and I have not heard anything. If I could get someone's direct line and not be rerouted to the main customer service who is unhelpful and try to avoid transferring me to the correct person. My email is also ******************************
  
  
  
  Sincerely,
  
  
  
  ********** *********

  Customer Answer

  Date: 09/06/2024

  
  
  Date Sent: 9/6/2024 9:31:32 AM
  
  Complaint: ********
  
  I am rejecting this response because: I tried reaching out and I have not heard anything. If I could get someone's direct line and not be rerouted to the main customer service who is unhelpful and try to avoid transferring me to the correct person. My email is also ******************************
  
  Sincerely,
  
  ********** *********

  Customer Answer

  Date: 09/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I tried reaching out and I have not heard anything. If I could get someone's direct line and not be rerouted to the main customer service who is unhelpful and try to avoid transferring me to the correct person. My email is also ******************************
  
  Sincerely,
  
  ********** *********
  
  
  

  

  Business Response

  Date: 09/10/2024

  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.

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was suppose to get an email follow up with the option to select a voucher and i have not received that email. 
  
  
  
  Sincerely,
  
  
  
  ********** *********

• Initial Complaint

  Date:08/13/2024

  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 bought a extended Service contract on a ********** portable Heat/AC unit, 12/13/2013 I filed a claim on the unit, after many phone calls and filling paperwork with them, they shipped a new unit out to my home on 1-16-2024. On 1-19-2024 my new unit was delivered, the box was not in the best of condition, and it was on it was laying on it side in the *** truck. I wait a few days with it in the upright position. I started the unit up and it was working ok, till i noticed water running out of on the floor. With further investigation, I found that the lower drain port was broken off, I notified *** and they did their inspection and on 1-30-24 sent paperwork to Cebu, Philippines, With again many phone calls to onPoint Warranty, I just got the run around, On 2-13-24 I started sending certified letters out, Sent on to *** in front royal va., and *** Atlanta Ga., **********, warehouse it was shipped from in Aberdeen Md., OnPoint warranty ********** and **********. The only one that got back in contact with me was ***, they stated they were waiting on the paperwork to be returned to them to follow thru on their end. I tried to call the warehouse in Aberdeen Md. with the number on the box and a number off the internet I found, No answer on both numbers. On 5-21-24 I called to checkup on the issue and was told the paperwork was sent to the wrong address, So I got the address they stated and passed it on to ***, they stated they would send new paperwork, To this day I have not heard or seen anything about replacing my unit. Warranty Ref# ********* *** tracking number ****************. I have also sent pictures toOnPoint warranty as they asked on 6-7-24. I would be happy with a refund or a replacement unit. The refund could come from *** or OnPoint warranty for the cost of the unit

  

  Business Response

  Date: 08/15/2024

  We apologize for your experience and understand your frustration. Unfortunately, we are not the administrators of your warranty and cannot handle your claim directly. We recommend contacting ********** for assistance with your warranty claim, their number is 866-386-5286. We will forward your information to them, and a member of their team will reach out to you shortly.

  Customer Answer

  Date: 08/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have talked to ********** time after time and have not got any solution to my problem with getting paid or replacement unit, I paid the extended warranty fee to OnPoint.  So after reading my complaint they should be able to see I have done what they are asking myself to do.   They may not administer the warranty, But they are excepting my money for the warranty.  So I feel they are responsible to seeing the warranty is withheld and give me assistance with getting my problem solved.            
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/27/2024

  We apologize for the ongoing issues, We understand how frustrating this situation must be. Your concerns have been escalated to ********** management.

  Customer Answer

  Date: 09/11/2024

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

  I would just like to let you know on my claim with Onpoint and **********, I have not heard a word from them thru Phone call or email.   

  Not sure if you would like to follow-up with them or not.

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

  

  Business Response

  Date: 09/13/2024

  We sincerely apologize for the ongoing issues, and understand how frustrating this situation must be.  We have reached out to ********** management in an attempt to escalate this matter on your behalf. 

• Initial Complaint

  Date:08/12/2024

  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.

  Per my extended insurance company, OnPoint Warranty Solutions LLC, on June 11, 2024 we were first contacted by a repair company **** ********** to fix our washer. After ordering parts and making three trips to our house. They told us (on or about June 29, 2024) to get another company because it was now a two man job. ** ********* was then assigned to fix our washer. Their technicians replaced all the internal parts of the washer and on August 8, 2024 deemed the washer unrepairable. It took only two months to arrive at that conclusion. OnPoint is waiting for the report from ** ********* to officially declare us entitled to a new washer. This will take another 5 to 10 business days after the receipt of the report. I think my wife and I have been more than patient with their tedious process. Is there a way to accelerate it and get us a new washer much sooner. We are very tired of the inconvenient process of taking our wash to another location. Please help!

  Customer Answer

  Date: 08/13/2024

  Thank you for your quick response to our filed complaint with ONPoint Warranty Solutions. On 8-12-24, I spoke with a representative of OnPoint and she told me that they had not received the report from ** ********* deeming our washer unrepairable. ** ********* told me that they had sent it. The left hand and the right hand at OnPoint don't speak to each other in a timely manner. Before we can get a new washer, an ********** Technician needs to check out our washer. He is scheduled to come to our house tomorrow 8-14-24. This will be the third technician to come to our home. Then we wait again! What a test of our patience! 

   

  I forgot to mention in our complaint that the technicians from ** ********* left all the old parts, pallet and boxes in my garage for us to discard. They said that they didn't have room in their trucks for them. ** ********* expected two 70 year old people to move an inner drum and outer shell plus the other components to the curb for trash collection. Maybe OnPoint should use other repair companies.

  

  Business Response

  Date: 08/15/2024

  We apologize for your experience and understand your frustration. Unfortunately, we are not the administrators of your warranty and cannot handle your claim directly. We recommend contacting ********** for assistance with your warranty claim, their number is ************. We will forward your information to them, and a member of their team will reach out to you shortly.

  Customer Answer

  Date: 08/17/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: My wife and I spoke with a represntative at the phone number in their response. We were told that the ********** repairman had to reinstall a computer part and see if that fixes the washer. The supervisor refused to speak with us and sent that message through the representative. How disrepective of that person! They will probably try to replace all the parts before giving us a new washer. What a waste of good time and money! We are totally disgusted with their solution to our problem and the lack of respect they have for their customers!
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/26/2024

  We apologize for your experience and understand your frustration, We will forward your response to the administrator of your warranty. 

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please see the attached note above.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/09/2024

  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.

  The end of February 2024 I submitted a claim against my furniture warranty with ********. It is now 6 months later and I am still waiting for my furniture repair. I have not been able to use my living room. They sent some parts but not everything needed by the tech that has been to my house twice. I now want a new couch and love seat because they obviously can’t fix it if I’m still waiting 6 months later.

  

  Business Response

  Date: 08/15/2024

  ******** Protection Products has contacted the consumer and resolved the complaint. Thank you for keeping us aware of concerns brought to your attention by our
  customers.