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:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Dining Room Table and 6 Chairs on : July 18th 2024
  Defective Chair Leg: April 2024 - Chair Leg is cracked from the seat to the middle of the leg
  This chair was not screwed in securely when delivered and assembled by Employees of the Room Place. At the time of the purchase, I paid an additional $200 for insurance on the Dinning Set.
  I was told that if the set needed repairs, replacement the insurance would cover it.
  I received an email from this company 4/14 saying the damage is not covered and is due to normal wear and tear.

  

  Business Response

  Date: 04/15/2025

  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:04/15/2025

  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.

  Constant resubmitting and denying of claims that are within warranty service.

  

  Business Response

  Date: 04/15/2025

  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:04/08/2025

  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.

  You guys are a joke had a technician come out didn’t clean repair nothing even the customer service rep over the phone said that she seen a huge stain. It wasn’t repaired. All he did was look at it. Didn’t take appropriate pictures. Had me text message him pictures that he forgot to take what a mess this claim deserves a class action lawsuit you claim you cover everything but you don’t.

  

  Business Response

  Date: 04/09/2025

  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: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Complete disgust with your lack of customer service I had a tech come out three times and keep getting hung up on customer service I need my furniture taken care I followed all the right protocol I want my furniture fixed or a full refund this is a scam ! FALSE ADVERTISEMENT
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/21/2025

  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:04/08/2025

  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.

  My wife, ******* *****, purchased a sofa and a love seat from a store called "Cozy Living" (was in Port Jefferson, NY) on March 14th, 2021. In addition, she also purchased a 5-year warranty for these products which was from "Guardian Protection Products". According to her credit card statement, I believe the couches costed $1,818.38 and the warranty was $149.99.
  
  Late last week, I believe on Thursday, my son and I were sitting on the couch and the back middle portion of the frame cracked and sank in. I contacted the warranty company the following day via telephone and was hold on for awhile. Due to a shortage, the wait time was long and they suggested utilizing their website for assistance. I input information received from the store and it said my plan couldn't be found. I e-mailed the warranty company and they gave me the correct information - this, too, could not find our plan. I e-mailed the warranty company again and informed them of this and they said to contact them via telephone which i did today about 2 hours ago.
  
  When calling today I was met with the same telephone response - they are shorthanded and the wait time is long. I waited ~10 minutes or so and sent an e-mail while waiting requesting a call since this issue isn't our fault and we want it resolved. I also used the call back feature and have not received a call back at this time.
  
  I spoke with "****" from the Cozy Living store who has been trying to assist us as well. Please be aware that this store is not the problem, just the warranty company.
  
  As per *******************, this company frequently does not honor their warranties and has even blocked customers phone numbers. See here: *************************************************************************************************

  

  Business Response

  Date: 04/09/2025

  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: 04/10/2025

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

  Yes, they did finally reach out to my wife yesterday. However, id like to keep the case open until the problem is fully resolved. As per their reviews on *******************, many have complained about issues during and after a repairman comes to inspect it. Such issues include but are not limited to the company stating that the repair isn't covered under warranty (although as per the document I've read it is and as within the timeframe) and ceasing contact altogether. 

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

  

  Business Response

  Date: 04/11/2025

  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: 04/11/2025

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

  At this time Id like to keep this case open until the matter is completely and properly resolved. As per *******************, many people have had issues where they reached out to the company, got a response, a repairman came out to look at the furniture, said it could not be fixed, and the company didn't honor the warranty and even cut off communication with customers.

  Once the issue is fully resolved and the furniture is either properly repaired or new furniture is given - or a credit for the entire amount is given - the case is to remain open.

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

  

  Business Response

  Date: 04/17/2025

  Guardian Protection Products has researched the complaint filed by the consumer. 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: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am waiting for the matter to be properly and fully resolved. This company has a history, as per their reviews, of not honoring their warranty after a repair technician comes out and says the furniture cannot be fixed. They are scheduled to come to our residence on 5/2.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not sure of the date that I call their company Guardian Furniture Protection to file a claim but it was within the last two months, they said that there was a glitch in the system so it took almost two months to get to me to only deny my claim, my loveseat has been cut and I do not know how it happen but I do know and I told them that I had repair people in ,my home before and this is how it may have happen or that I got it delivered that way as I seldom sit on it, they in turn denied me because they are saying that there warranty does not cover outside contractors, first of all I do not believe that they can not product that in writing, their warranty states that it covers cuts, spills ect. yet they will not honor it, I want my loveseat repaired or my money back

  

  Business Response

  Date: 04/09/2025

  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: 04/09/2025

  
  
  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:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My claim was reported in the following vernacular....
  
  StainDiscolorationOther"Not sure"
  
  Seat Cushion- LSF
  
  Accident
  
  Fabric on 2 sofa cushions stained by dog
  
  
  
  Copied from my plan
  
  
  FABRIC, LEATHER AND VINYL FURNITURE: a. Stains caused by any food or beverage normally consumed by humans. b. Mold and mildew stains caused by food or beverage spills. 
  
  
  c. Stains caused by human or pet bodily fluids.

  

  Business Response

  Date: 04/04/2025

  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:04/02/2025

  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 purchased a dining table set from Bob's Furniture and added Goof Proof Protection so that in the event it fails, I would be able to have it repaired or replaced. 2 of my chairs failed and I submitted a claim. Instead of them replacing the chairs or repairing them. they issued a reselection voucher to find something else. That won't work for me because I need the same chairs that come with the set. Also the credit amount issued is not enough to purchase 2 of the same chairs with tax and delivery. I'd have to come out of pocket with almost 300.00 which isn't fair if I purchased protection for this issue when I purchased the set. The chairs are 130.00 plus tax and delivery a piece and they only issued a reselection credit of 89.61 for each chair.

  

  Business Response

  Date: 04/02/2025

  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: 04/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company contacted me and offered no resolution to my complaint only that they could not help me. I did however contact Bob's Furniture and advised them of my issue and they agreed to replace my chairs at no cost. I advised them they need to get rid of the so called warranty company that handles their customers. They are garbage.
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 04/09/2025

  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:04/01/2025

  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.

  This is about a 5 year protection plan that we purchased from Guardian Protection Services (OnPoint Warranty Solutions). It is for an 8x11 wool rug purchased from ******* Furniture in Raleigh, NC. Order date was 4/10/23. Sales order *********26. We paid $1845 for the rug and $199 for the Guardian Signature Plus protection plan. In Dec 2024 I filed a claim with gppclaims.com. I followed up on Jan 9, 2025 and the could not find claim request. 1/15/25 I had to resend the pictures and info. On 1/16/25 I got email with plan#************ and told to file online . I had a prior claim on another rug and they confused it. Eventually I got a letter denying coverage as they said they don't cover dirt on carpet. I had said it was not dirt on the original claim but they closed the claim.
  Today we had a carpet guy out to our home and I had him take a look and he doesn't think this worn looking area is dirt either. we have had NO spills on the rug and also don't wear shoes on it. Also he noted that throughout the carpet the loops or tufts are popping out which is unusual for this wool rug.
  What I am asking for is for them to send out a technician to examine the rug before they deny it.

  

  Business Response

  Date: 04/02/2025

  Guardian Protection Products has researched the complaint filed by *** AND **** ******** 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:03/31/2025

  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 bought a couch from bobs discount and got the warranty from them which is under guardian. I was told that any body fluids on the couch is covered under the warranty. My 1 year old had diarrhea on the couch and ran around on it getting the couch saturated. Diarrhea is body fluids. They told me it doesn’t cover wear and tear stains. The issue isn’t a stain. It’s the body fluids from my son’s diarrhea which he had after getting vaccines and one was a live one and the stool contain live virus in them. Regardless, my son had diarrhea all over the couch and I was told once body fluids come into contact with the couch it would be replaced. They told me no. They are lying and talking about stains. The issue isn’t stains it’s the couch having contact with live body fluids. I want them to replace the couch like it was said in the warranty.

  

  Business Response

  Date: 04/01/2025

  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: 04/01/2025

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

  They want to send out a technician to review it but said I don’t qualify for an exchange. They are not honoring the warranty. I should be receiving a new couch. It got bodily fluids on it and I contacted them right away. I do not want a technician to clean the couch I want the new couch the bodily fluids contained live rotavirus vaccine fecal matter that is toxic. I want the warranty honored. I don’t care about stains. I want a new couch that did not get toxic body fluids on it. That’s why I bought the warranty. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/17/2025

  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:03/28/2025

  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.

  Bought Bob-O-Pedic Angora 7'6" X 9'6" White Rug SKU: 2*********2 from ***** ******** Furniture with a Goof Proof protection plan last August and was delivered on 8/14/2024. Last February 28, our house cleaner reported a stain that they can't remove. We have no idea where the stain came from. It could be one of the things they listed but not sure which one. Food or make up. I filed a claim immediately. They are denying the claim because I said unknown.

  

  Business Response

  Date: 03/28/2025

  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: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are basically denying the claim again. Please refer to my original complain and help me get this resolved to remove the stain or replace the carpet that is not even a year old and we have a Goof Proof protection plan. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 04/17/2025

  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: 04/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they say they don't cover it even when I said it is one of those listed that they cover. This is such a scam. We are very disappointed that they did not offer to clean. What is this goof proof protection plan for? 
  
  
  
  Sincerely,
  
  
  
  ****** *******