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.
- 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:08/05/2022
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 protection plan that said it was covered by ALL accidental damages. My table was delivered and the edge of the leaf broke off immediately after. I filed a claim for them to fix it and they denied it saying it was a manufacturer problem. I cant even get through to speak to a real person. Wouldn't that be an accident? They won't refund my money and I purchased it less than two months ago. Just fix my table for the accidental damage. I paid for a service that is unusable.
Business Response
Date: 08/05/2022
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:08/05/2022
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 furniture protection plan from *** **** in 2019 through Guardian Protection Plans. I called GPS to cancel the policy and I was given a claim number and told to call ******** ******* for the refund as *** **** was no longer in business. I have reached out to Guardian and ******** ******* multiple times regarding the refund of the policy. Both places refer back to the other one and neither will take ownership of the issue and determine who actually owes the refund. I stayed on hold today for over an hour and a half. I have made multiple phone calls and they do not follow through with a call back as promised.Business Response
Date: 07/20/2022
******** ******* does not issue the refunds for FFO protection plans. The refund comes from the protection plan provider. ******** ******* contacted the provider on the customer's behalf and confirmed they are supposed to issue the refund. Guardian supervisor Maria stated Guardian would be issuing the refund and any questions should be directed to Guardian.Customer Answer
Date: 08/05/2022
In reference to complaint #********...I have reached out to Guardian personally multiple times. I have only been referred back to ******** *******. To date, I have not received any communication from Guardian regarding the refund.Customer Answer
Date: 09/06/2022
Complaint: ********
I am rejecting this response because:I filed complaint #******** on 7/13/2022. The complaint was closed on 7/15/2022 stating the business was going to reach out to me in 30 days for resolution. I have not heard from the company, nor have I received a refund.
Desired Resolution:
Refund
Sincerely,
***** ********Business Response
Date: 09/06/2022
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.Customer Answer
Date: 09/09/2022
Complaint:175 62962
I am rejecting this response because: I have received no attempt at communication within the last 30 days to resolve this issue. I can be reached at ************@yahoo.com or *************.
Sincerely,
***** ********Business Response
Date: 09/09/2022
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.Initial Complaint
Date:08/02/2022
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.
"Ticket # ******* Was told my couch would be replaced if damaged with the warranty package through gradian. Instead they want to fix it and the springs are coming out of the couch! It needs replaced! Why I purchase the package to prevent any issues with wear and tear.Business Response
Date: 08/04/2022
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:08/01/2022
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.
My wife and I purchased a sectional sofa and a recliner on 06/13/20 from **** ******** Furniture in Hagerstown MD with the Goof Proof Protection (Invoice numbers ******** and ********) on all of our products. As of 07/29/22, one of the recliners on the sofa is broken as seen in the pictures attached. I attempted to file a claim on the website and it states that it cannot find my order. I tried to call them and was on hold that day for over 2 hrs and no one came to answer the call. On 08/01/22, I chatted with an agent named ****** who was absolutely no help. She kept saying the claim needed to be done online even after I told her it wont let me do that. She then stated that I needed to call in then to file a claim. At that point I had already been on hold for an agent for another 2 hrs with no one answering. I am currently going on 4 hrs on this call and STILL NO ONE HAS ANSWERED. I tried to tell her that and she kept telling me that she cant do anything and that is the only thing she can tell me. I want this resolved and either my furniture fixed or my money refunded. At this point I feel as though this is a SCAM as they take your money and provide NO service if there is an issue.
Thank you
***** NBusiness Response
Date: 08/02/2022
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:08/01/2022
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 couch from ***** furniture approximately 2-3 years ago and l purchased the guardian protection for it. One of the recliner side the mechanism broke. After months and months of the tech constantly cancelling to come out. They finally showed up and said “oh I have to order a part be here in 3 weeks. This was back in feb.
I started original claim Nov 2021
Tech was dispatched to come out Nov 2021
Cancelled multiple times on me
Constantly tell me the part is arriving tomorrow. Then tomorrow then next week. Etc. It’s STILL not here and it’s Still broken.Business Response
Date: 08/02/2022
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:07/29/2022
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 Guardian Protection Products plan from ***** ******** Store on my leather reclining lift chair purchased in October, 20018. After a month of long waits for returned phone calls and email messages, they were sending a service person last Tuesday, July 26th to fix my chair. I had canceled a doctor’s appointment to be home. The serviceman called to say he had an emergency and wouldn’t be coming! I contacted Guardian 3 different ways, and left a callback number which was finally returned hours later. I begged for another service person to come this week. So far, I have NOT heard from Guardian! This cat and mouse game with them has been going on for a month! One time, I waited 2 1/2 hours on the phone and still nobody came on the line. They have provided the worst customer service I have ever experienced!Business Response
Date: 07/29/2022
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:07/29/2022
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 purchases the plan when I purchased my funiture from ******** *******. I purchased the 5 year warranty. About a year after purchase a spring on my couch broke, I tried starting my claims, but was not in the system. I tried calling and it says about short staffed and use the online website, I started emailing about my couch, they responded after a few emails that I had to be put in the system. And someone would contact me to file my claim. I waited and emailed again about a month not hearing from them. They gave me information to use, but again still not could find me in the system. I called waited an hour on hold and hit for call back. A week later they called and finally submitted my claim and denied me saying I did not report it in 30 days. I was getting the run around for 2 months. I have the emails I sent from beginning with my issues with the website. I was told to contact you and submit a claim. I spend 249.99 on this warranty plan. I know I am not the only one having issues with this company. They can replace the couch.Thank you for your time.Business Response
Date: 07/31/2022
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:07/29/2022
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.
We bought a sectional couch & protection plan in November 2019 when we bought our house for the sum of $1200. Fast forward to this June 2022 when our dog had a melt down and decided to eat out couch cushions, I called Guardian hoping to file a claim to get everything either repaired or replaced. I filed the initial claim and never heard anything back. I called about 2 weeks later, and they said the claim had been closed with no resolution, so I filed another one. I was told I’d hear something back within 3 business days. I submitted all of the pictures they asked for and gave them all of the information they wanted. It’s been 2 weeks and haven’t heard anything back yet. No one will call me back, no one answers when I call. The ticket number for my most recent claim is *******.Business Response
Date: 07/31/2022
Guardian Protection
Products has researched the complaint filed by *****-****** *********. We will be contacting the consumer and
working toward a resolution of the complaint. Thank you for keeping us aware of
concerns brought to your attention by our customers.Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The product (a couch and love seat) was ordered from **** ******** ********* in October of 2020 and delivered April of 2021 and **** pushed a warranty or protection plan called "Goof Proof" for an additional sum of around 150$ which claimed to cover numerous form of damage including, specifically, " Breakage of frames, springs, sleeper, reclining, inclining, heating and vibrating mechanisms". When our love seats frame broke shortly after delivery in May we submitted a claim (#*******) in an effort to action the warranty. The claim was denied due to what Guardian referred to as normal use. It stated "The plan you purchased protects your ********* from accidents you cause to the ********* and excludes damage that is not related to an accidental occurrence". This counters claims made by both the pamphlet and sales staff we were given the day we made the purchase. It is my understanding Guardian Protection Services has a well-known history of bad faith claim denials and I am not the only individual who has experienced this process. Either Guardian is aware of the poor quality of **** ******** ********* and sells a modern version of snake oil, providing nothing of value for the cost, knowing they will not honor significant numbers of claims processed, or they were not forthcoming in their specific limitations of coverage. It is my intent to have them action the claim and repair the love seat.Business Response
Date: 07/28/2022
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.
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