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
- 544 total complaints in the last 3 years.
- 125 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:08/11/2022
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 GUARDIAN PROTECTION PLAN THROUGH **** ********* STORE AND THE ARM OF MY COUCH WAS BROKEN AND IT IS COVERD UNDER THE PLAN. NOW MY PLAN HAD BEEN DENIEDSEVERAL TIME WITH OUT ANY REASON. I CANNOT GET ANYONE ON THE PHONE. I PAID FOR THIS COUCH AND THE PROTECTION PLAN AND I FEEL THAT I SHOULD HAVE THE ********* FIXED AS THEY ADVERTISE WHEN I PAID FOR THE SERVICE IN 2020. IT IS A FIVE YEAR PROTECTION PLAN AND ITS HAS BEEN NOTHIS BUT ISSUES WITH THEM SINCE THIS ACCIDENT HAPPENED. I HAVE BEEN ON HOLD FOR HOURS ON A DAY TO DAY BASIS I LEF TMY NUMBER NO ONER CALLED BACK NO ONE RESPONDED TO EMAILED REGARDING WHY MU CLAIM WAS DENIED,.
Business Response
Date: 08/12/2022
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:08/11/2022
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 contacted Guardian Protection in December of 2021 to file a claim for furniture purchased from ***** Furniture. The call was documented about the claim and I assume responsibility because I did not follow through. Life happened unfortunately and tragedy and I did not follow up either.
I am now following up and they will not honor the fact that I called before the Goof Poof protection plan expired in April of 2022. I have sent them pictures of the damaged furniture (which by the way is not a rip or tear). The stitching of the couches are unravelling.
I have spoken to a rep from Guardian and from ***** and neither will honor. Repair or replacement please.Business Response
Date: 08/12/2022
Guardian
Protection Products has researched the complaint filed by *****-*** M *****. 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:08/11/2022
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 some furniture from ******** ******* on 3/23/23. With furniture I was offered 5 years warranty for 399.99. After about a year I filed claim for a tear on sofa and at the same time I also filed claims for bed drawers. I don’t know how exactly it happened. There was a birthday party for my 3 years old. While cleaning I discovered the damage and reported as a claim filled. They rejected my claim saying I don’t know how exactly it happened. Which I believe is rubbish. Also I have to spend like hours to talk with them and talk through. I am so frustrated and I feel like I am scammed kind off.Business Response
Date: 08/12/2022
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: 11/07/2022
I am rejecting this response because:
Thanks for trying to help me with my complain about business in below mentioned complaint. I did get the email from them saying that they would send the replacements. It’s been almost more than 3 months I have not get any further update on this.
This is so disappointing, I would truly appreciate if you can help to cancel service for rest of the time and refund my all money back. Also it would really be nice if they can send approved amount to me directly so I can find my own replacement or buy a new product.
Thanks and Regards
******* ********
Business Response
Date: 11/07/2022
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 customersCustomer Answer
Date: 11/11/2022
I am rejecting this response because:I was on furniture protection plan for almost 2 years. So I want to replace my covered and approved furniture part. Then for rest or the time I want my refund back. I don’t want to be with their insurance for rest of the tenure. Disappointed with the claim filing process, response and their customer service. I want following
1) Need my parts replaced because I am still covered under insurance.
2)cancel the service for future and refund for rest of the terms.
Business Response
Date: 11/14/2022
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:08/10/2022
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.
Purchased Family Room Furniture in 2020 from ***** ******** Furniture. Added 5 year Goof Proof Protection plan which is now handled through Guardian Protection Products.
Have never received the items that I purchased to this date in a undamaged state. Have only been offered 199 refund on approximately 2000 wroth of purchases.
Support case #*******
Photos show damage of products as received and after 2 attempts both deliveries were received damaged.Business Response
Date: 08/12/2022
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:08/09/2022
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.
4/30/2020 there was a purchase made for my furniture set, the store offered protection plan for 5 years for my furniture for 200.00; I accepted the insurance plan and have been trying to file a claim with it for two months now the hold times on the phone are unbearable nobody ever picks up, when contacting store one person claims to be store managers advised me to come in & offered me two thousand in credit for the issue, I advised him I was moving into a new home would come & pick up furniture he is not the store manager once I return, the actual store manager apologized and voided his offer will send insurance company an email for the 3rd time on my behalf then hung up on me with no resolution.Business Response
Date: 08/09/2022
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:08/09/2022
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 $399 5 year Goof Proof insurance on Nov 10th, 2019, to insure furniture purchases worth more than $5000 from ***** Furniture. Claims are administered by Guardian Protection Products (GPP). Last week, I filed a claim with GPP. The ticket or service request # is ******* and the claim # is *******. The claim involved a bed where one of the four legs had come loose. As a result, the bed is no longer usable. This happened from normal use of the bed. I provided details including two photos of the damage.
GPP scammed me in the following way: (1) there is no reasonable way to communicate with the company, because their phone hold times are excessively long, over several hours long (after several attempts, I have been unsuccessful in connecting with an agent); they have an option for a call-back but that does not work because I never got a call back despite confirming the correct call back number; (2) their claims process is unreasonable. claims are denied online without any clear explanation to the customer and without reaching out to the customer for any clarification.
This product is a complete scam and I would like to get a refund of my original payment of $399.Business Response
Date: 08/10/2022
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:08/09/2022
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 bought a sectional couch and purchased a furniture protection plan. The plan covers all accidents. I submitted a claim for accidental tears to the cushions and submitted photos. They denied the claim stating it was natural wear and tear but proceeded to state that “ accidental tears are covered”. They have refused to resubmit the claim or let me file an appeal.Business Response
Date: 08/10/2022
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:08/09/2022
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 5 year Guardian Protection Plan from ******* ********* store in Tacoma WA in March 2018. It was purchased to cover almost $20,000 worth of ********* for a new home. The ********* included 3 upholstered counter stools. In July the footrest on one stool broke. I submitted my claim as required including receipt and pictures. After 2 weeks I was denied any repair as the company said it was not structural damage which is covered. I do not know what other type of damage it could be called. The footrest was assembled at the factory on these well made and expensive stools.Business Response
Date: 08/10/2022
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:08/08/2022
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.
Guardian has the absolutely worst customer service I have EVER experienced. *****, “head of customer care” needs to be fired because I cannot get any customer service rep on the phone. I have been on hold for hours and never get a call back when I chose that option. When I use the chat function it’s like I’m barely having a conversation because the person on the other side doesn’t respond to my questions with the specific questions I am asking. AND they keep refusing to help me because my original policy was incorrectly registered. I bought my furniture at Ashley’s (they are amazing btw - purchase from them) and bought a guardian protection plan. I went through the website but my claim was denied because I didn’t have the correct plan registered. I now have a new plan but can’t get it added to my account because there is no such function. I can’t even use my email because they were supposed to have added that email to the account… and the emails are still going to my husband. You stuff is a MESS. Actually do what you say you thieves.Business Response
Date: 08/09/2022
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:08/07/2022
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 08--05-2022my bed completely broke apart. In 5/2022 I filed a complaint with Guardian that I sat down only bed and the headboard split apart .They denied my claim
0n 08-05-2022 my grandson tripped on my throw rug which resulted in him falling on my bed and as a result the whole headboard which was already split has now broken away from the bedframe as a result of Guardian not repairing this when it was a small matter on June 1st Plus there denial letter has on it that I received this bed**** set from **** ******** Furniture. This bed came from the **** ***** in Gurnee Illinois
The ticket number they provided me with is
#*******.
Now I can't sleep on my bed because it is broken down which does not help my chronic back pain
I am sending photos of before when tha damage was fixable and photos now of totally broken bed. Any help you can give me would be appreciated. The last photos were taken on 08-07-2022.Business Response
Date: 08/08/2022
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: 09/14/2022
Complaint: ********
I am rejecting this response because:I recieved a response from Guardian Products on 08-22-2022 stating thating my bed wasn't any longer available. Guardian Protection Plan offered me some resolutions which I was open to. I have tried to contact Guardian Products over and over again by phone and email to no avail. I only have thirty days to reply to their offer, and how am I supposed to do this if I cannot contact anyone!!! Please if there is any help that I can get in this matter it would be greatly appreciated.
Desired Resolution:
Exchange
Sincerely,
******* ********Business Response
Date: 09/14/2022
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.
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