Complaints

This profile includes complaints for Guardian Protection Products, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guardian Protection Products, Inc

  9900 Corporate Campus Dr Ste 2050 Louisville, KY 40223-5012

  
• 

  Guardian Protection Products, Inc

  1400 Main St Unit 132 Clarksville, IN 47129-3110

  

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:

  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 February 4th, 2025 I filed a claim for my damaged furniture that I had purchased GPP insurance for. They did not respond for over 4 months at which time the denied the claim because it was out of the 30 day time frame . I had provided all documents and requested information the same day I filed my claim. I do not feel it is right to deny the claim because THEY failed to respond for four months. I feel scammed and would like reimbursement for my damaged furniture that I had bought their insurance to cover

  

  Business Response

  Date: 07/02/2025

  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: 07/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they still did not provide a resolution.  All I would like is the store credit for the damaged furniture that I purchased this insurance for.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 07/08/2025

  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. 

• 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,
  
  
  
  ****** ******** 

  
  

  ***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:06/27/2025

  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.

  I purchased a warranty with guardian for my furniture and when I went to utilize my warranty to file a claim it was denied 2 months after them continuously dropping the ball, not responding to my emails, and not allowing me to speak with a representative when calling, automatically disconnecting saying your case is being worked on and they will follow up. This has been the worst warranty service I have ever experienced and I am just seeking a refund at this point. They are promising and guaranteeing good customer service at the least and I have yet to receive that outside of claims being denied. I am highly disappointed and this company is falsely advertising taking customers money and not delivering on their services.

  

  Business Response

  Date: 06/27/2025

  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:06/24/2025

  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 purchased a section in September 2022, with a warranty. May 19 2025 I submitted a claim for a broken frame piece in the arm. Three weeks later they send a repair man. Who was in my home for less than two minutes, said it’s unrepairable and left. Then I proceeded to contact the company about proceeding and they said they were waiting on the report from the repair man. Then they get that report and then Thursday June 19 said that they needed to know from the store that I purchased it from if there’s any sort of sofa that they could replace it with after five days of them, not responding to me about this I called the store myself got all the information that they do not have the sofa at our place within 13 minutes. Ask the store to please send the information to the warranty. I proceeded on a Friday June 20 to call the furniture store again to confirm they sent the information then called the warranty company only to be told. They’re waiting on the furniture store. Now it’s been six days when they guaranteed it would be five days and I still have no resolve. I have now called nine times in six days. Now on Monday June 23 8:30am I was told in the morning that I would have resolved by the end of workday so I called back at 4 PM and was told I was never told that and they would have no answer for me. I then requested to speak to a manager was told managers are in a meeting and I refuse to hang up and said I will sit on hold until they get out of the meeting magically a manager all of a sudden was available, and that manager proceeded to tell me that I would have information by the end of the day and I asked what time was the end of the day and she said we are closed till at nine at 8:30pm I call back and they’re closed and I have no information. I asked to speak to the “agent” processing my claim and was told they have no phone number for them.

  

  Business Response

  Date: 06/25/2025

  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. 

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not yet received my credit for the sofa. And I only got the price of sofa not the taxes, and warranty that I had to run around doing the work that the company should done.  I want all my money 
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 06/27/2025

  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: 06/27/2025

  
  
  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: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:06/09/2025

  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 have a Guardian warranty policy through Sit and Sleep and called to file a claim on the remotes for our adjustable beds not working. I filed this complaint close to 2 months ago and it is still not resolved. This is absolutely unacceptable and Ludacris that a warranty company would leave people hanging in a situation where they are supposed to be getting things fixed right away. Especially when it comes to someone's bed.
  
  It took your service a week to get back to me on opening my claim. Why couldn't that be done immediately during my initial call?
  I had to wait almost a month just to get a technician out to my house. That technician was rude, curt and unprofessional. I contacted *** ****** ********* about the technician and that I do not want him to return to my house. They referred me back to Guardian.
  I called Guardian advising that I did not want the same technician and asked for information on what was found and what the resolution was since the technician provided no information. Nothing had been done so I was told by **** that she would have the account specialist ****** call me back within 24/48 hours.
  It has been 3 days and no call from *******
  I called Guardian back and I have been put through the ringer by the CS Reps. 1st rep **** not her dept had to transfer me. After 20 min hold ***** answers to find out again not the right dept. I asked for a mgr. ***** refused and threw me back into the queue. Finally got ** after holding another 15 mins. Per ** still no updates in the system and does not know why I did not get a call back from ****** as requested. I have now asked for a mgr again. As I am writing this I am still holding and have been on this call nearly an hour.
  This is such unacceptable treatment of customers and their claims. We pay a lot to have this extended warranty. I will never ever buy another warranty plan through Guardian again and will warn others as well.
  I want a call from Corporate Mgmt to address my claim, etc

  

  Business Response

  Date: 06/09/2025

  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: 06/09/2025

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

  I requested a call from corporate management at Guardian as my complaint is against  Guardian.   Brushing me off and telling me you are looking into it is not acceptable.   It also in no way addresses my complaint.

  I will be expecting a call from a Guardian corporate manager to discuss.

  I can be reached at ************* 

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

  

  Business Response

  Date: 06/12/2025

  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: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: What Guardian is stating is a complete lie.  I spoke to ***** *. - "Supervisor" last week and was promised a call back yesterday Monday 6/16 by ***** to ensure I received a call from Sit N Sleep.  I did not receive a call back from ***** *, anyone else from Guardian or Sit N Sleep.  

  I very clearly asked for a corporate manager from Guardian call me and that has not been complied with.  I am once again asking for corporate management to call me.  I DO NOT WANT A SERVICE REPRESENTATIVE OR A SUPERVISOR!!!  I am ask for a MANAGER only.  Please have a manager call me ************* 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 06/17/2025

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

  What Guardian is stating is a complete lie.  I spoke to ***** *. - "Supervisor" last week and was promised a call back yesterday Monday 6/16 by ***** to ensure I received a call from Sit N Sleep.  I did not receive a call back from ***** *, anyone else from Guardian or Sit N Sleep.  

  I very clearly asked for a corporate manager from Guardian call me and that has not been complied with.  I am once again asking for corporate management to call me.  I DO NOT WANT A SERVICE REPRESENTATIVE OR A SUPERVISOR!!!  I am ask for a MANAGER only.  Please have a manager call me ************* 

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

  

  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. 

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not close the complaint until I have resolution.   I am still waiting for a CORPORATE MANAGER from Guardian to call me.

  I can be reached at *************   

  Again i am asking for a corporate manager call only.  No representative or supervisor.

  I cannot understand why this has been so difficult. 

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

  Customer Answer

  Date: 06/20/2025

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

  I will not close the complaint until I have resolution.   I am still waiting for a CORPORATE MANAGER from Guardian to call me.

  I can be reached at *************   

  Again i am asking for a corporate manager call only.  No representative or supervisor.

  I cannot understand why this has been so difficult. 

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

  

  Business Response

  Date: 06/25/2025

  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:06/06/2025

  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 bought a couch with a protection plan about 2 years ago. The protection plan covers for 5 years. I have provided pictures and did a zoom call as requested by the company and the tech I spoke to said it was something they would be able to resolve. They have a turn around time of 5 business days. I cannot get anybody to come out to resolve the issue. I have called and requested calls to speak with a supervisor and nobody calls back or while I wait on hold I get hung up on.
  I have tried online chat and email as well with no response. I have sent many messages thru their portal with no response as well.

  

  Business Response

  Date: 06/06/2025

  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: 06/06/2025

  
  
  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: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:06/03/2025

  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:

  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.

  When I purchased my couch I purchased a warranty with this company. When I tried to file a claim they told me that it wasn’t covered because they said I chose the selection “seem separation” and that isn’t covered. When I told them I did not make that choice they asked me to refile the claim. This time I made certain that everything I was selecting was correct and that I never did see an option for “seem separation.” When I submitted that second claim I got an email back saying they don’t cover “seem separation.” I don’t know where they are getting this because I never even said this, in fact in the description of my claim it doesn’t mention anything close to a seem separation. The couch got caught on a nail when I was moving it and tore the front of it. Now when I try calling them, they NEVER answer the phone. One time I sat on hold for 2-1/2 hours before finally selecting the option for a call back. It took them 5 days to call me back and that’s when they told me I had to refile the claim. Now when I call and select the call back option, no one ever calls. I have tried emails and no one ever responds. I paid for this warranty and now they don’t want to pay out so they just don’t and think I’ll quit trying or my warranty time will be up. The fact that no one ever answers the phone makes me question if this company is even legit.

  

  Business Response

  Date: 06/03/2025

  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.