Complaints
This profile includes complaints for Guardian Protection Products, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 545 total complaints in the last 3 years.
- 124 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/16/2025
Type: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.
Ticket #:******* Item Description:gray power console loveseat -AVENGER LVST W/ CONSOLE-D7069B52D GRY PF
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:05/15/2025
Type: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: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:05/12/2025
Type: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.
On 3/31/25, I purchased furniture at Bob's Discount Furniture and purchased the $49.99 protection plan for the furniture. On 4/9/25, the furniture was delivered, and on 4/12/25, I began the process of canceling the plan and requesting a full refund. I sent a signature-required letter, followed by several phone calls and many emails. I have been given different emails to contact and sent each of them the same request, but no one has responded, and I am still waiting for my refund. There is no phone number to contact anyone in this department, or at least I cannot find one, and I have been told exactly that by two customer representatives when I called the repair department.
I would like my money returned, and according to their policy, I am entitled to a full refund when requesting within 30 days, which I have.Business Response
Date: 05/13/2025
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: 05/14/2025
Complaint: ********
I am rejecting this response because: They did not give a time frame, and I cannot accept an open-ended statement for future contact. I have been trying to contact them since the purchase and am still waiting for them to contact me. I will gladly close this after I receive a resolution.
Sincerely,
**** ******Business Response
Date: 05/17/2025
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: 05/19/2025
Complaint: ********
I am rejecting this response because:I am still waiting for business to respond to me with an eta of refund.
Sincerely,
**** ******Customer Answer
Date: 05/22/2025
Complaint: ********
I am rejecting this response because: I am still waiting for business to respond to me with an eta of refund.
Sincerely,
**** ******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.Customer Answer
Date: 06/03/2025
Complaint: ********
I am rejecting this response because: This is not a satisfactory answer. They continue to say that they are in the "process" of taking care of it, but when, where, how, etc. is not stated. If you say to someone "I will take care of it" the other person expects an answer to the when, where, how, etc. Not knowing how and when they will take care of it leaves it open possibly for years. I was not given an open time limit to pay them the money, and I want the same for my refund.
Sincerely,
**** ******Business Response
Date: 06/04/2025
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: 06/04/2025
Complaint: ********
I am rejecting this response because: if you look at every response from them, it is the exact wording each time, except for the first one, which is a little bit different but mostly the same wording. Nothing has been done by that company, nothing. They sent one email, way back when you first contacted then, not when I tried numerous times to contact them. I responded to it, they never responded back. I have heard nothing from this company. Check their messages they sent to you, it's just copy and paste they're not doing anything.
Sincerely,
**** ******Business Response
Date: 06/06/2025
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: 06/09/2025
Complaint: ********
I am rejecting this response because: they are not being honest with either one of us. I have attached the email that says I will receive my refund, which does not match the statement they gave you. They have yet to call me or refund my money. All that I have received is the atached email with no contact information on their part.
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: 06/12/2025
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. The company emailed me and said that they mailed the check. I pray that is truly what they did. Thank you, BBB, for your help.
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:05/06/2025
Type: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.
Bob's Discount Furniture and Guardian denied my claim made through their Goof Proof warranty program. This claim (Ticket # *******) was filed after noticing damage to my bedframe. I shared with the representative I was unsure of how it was damaged and they denied the claim. This claim was refiled after deeming it was damaged due to movement of the bedframe within my home. Per their policy, accidental damage is covered. Unfortunately there is a pattern of them not honoring my policies and I've settled with them multiple times under different claims (#*******, #*******, #*******, #*******, #*******, #*******). This company rating should be changed given their repeated poor customer service and illegal practices.Business Response
Date: 05/07/2025
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:04/30/2025
Type: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 need help with this company, Guardian Protection Group. I purchased a sectional sofa back in 2021 and I also paid for a warranty that expires this year. I've been reaching out to them telling them about my warranty. Now they are avoiding my phone calls and even my emails.Business Response
Date: 04/30/2025
I apologize for any confusion, we are an extended service company for vehicles and homes only. We do not sell any furniture. You would need to file the complaint against the appropriate company. Thank you!Business Response
Date: 05/01/2025
Guardian Protection Products would like to reach out to the customer however we will need some contact information.Initial Complaint
Date:04/28/2025
Type: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:04/21/2025
Type: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 husband and I bought an adjustable bed, and one of the motors quit working. They are telling me that I needed to file the claim within 30 days. However, My husband passed away, and I didn't even know that he had ordered coverage, until I contacted the business to buy a new motor for the bed. Then, when I contacted the company about the coverage, and after I filed a claim, it was denied because they said that I needed to file the claim within 30 days. How was I supposed to do that, when I didn't even know I had any coverage. All they would tell me is that's what their contract reads. I contacted them within days of learning I had coverage.Business Response
Date: 04/22/2025
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: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,
****** **********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:04/16/2025
Type: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.
Failure to Honor Warranty / Misleading Advertisement / Unresolved Claim
Complaint Details:
I purchased a furniture protection plan from Guardian Protection Products with the understanding that it would cover accidental damage, as clearly advertised. I submitted a legitimate claim nearly a month ago, but as of today, there has been no resolution, meaningful communication, or action taken on their part.
The lack of transparency, responsiveness, and follow-through is extremely disappointing. I have attempted to follow up multiple times, but I received little to no assistance.
Upon researching, I discovered that many consumers had encountered the same issues: claims being denied without justification, delays exceeding reasonable timeframes, and misleading advertising regarding the coverage of their warranty. This leads me to believe that the company is engaging in fraudulent and misleading practices, promoting broad protection that they routinely refuse to honor. This experience has been frustrating and has left me feeling misled and unprotected after spending my money in good faith.Business Response
Date: 04/17/2025
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.
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