Important information
- Customer Complaint:Before filing a complaint through the BBB, Guardsman encourages consumers to contact Sonya, Guardsman's designated resolution specialist. She can be reached at 877-525-7767 and will personally handle your inquiry. Thank you.
Complaints
This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 128 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:08/10/2024
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 have a warranty plan through guardsman for my sofa.. I made a claim to Have guardsman come out to look at my sofa because the recliner was staying up. This was back in July 2023. A technician came out, said we needed a part and it would be shipped to The home. We waited no part ever showed up.. I kept contacting guardsman and they basically just kept telling me the part was delayed. I kept reaching out and they finally advised me to contact the local furniture place who should have been getting the part. I reached out to the manager, she assured she would look into it.. never got back with me.. I had been messaging with her and finally I sent a message to let her know I would be contacting the bbb. I then got a call from a gentleman who stated the previous manager was no longer there. He promised me the same thing and still here with no response. As far as Im concerned I have waited over a year for guardsman to handle my claim, they have not nor have they cared to fix it! I would like them to either provide me with a new couch or refund me the amount paid for a warranty program they cant fulfill.
Business Response
Date: 08/15/2024
Guardsman sent the purchase order for the part to the Retailer. The Retailer advised us on 6/17/2024 that they had your parts. You will need to speak with them regarding the parts. There is nothing further that we can do. Once you receive the part contact our service center and we will send a work order to a technician to install it.
Customer Answer
Date: 08/15/2024
Complaint: 22122809
I am rejecting this response because it is not my responsibility to follow up with the execution of the service.. if that is the case there is no use for your service. Guardsman needs to contact whomever has the part and let them know I need service asap. Also they need to follow up and follow it thru with them. I have never had an instance where the warranty company expected me to follow up with a third party company to get service
Sincerely,
*************************Business Response
Date: 08/20/2024
We made several attempts with the Retailer to check status of the parts order and provided you with any information we received from them. Guardsman does not order the parts the Retailer does and as such only the Retailer can provide status on the parts.Customer Answer
Date: 08/23/2024
Complaint: 22122809
I am rejecting this response because:
Regardless of who orders the part, I still have not had my couch fixed in over a year. I want to know what policies you have in place if you fail to provide the services you are supposed to. Again my warranty agreement is through Guardsman, therefore the responsibility of getting my couch fixed is yours. I want action taken on your behalf. Also, Guardsman did not contact me at all on the status of my parts. I have been constantly reaching out. Get someone to come fix my couch in the next 10days or either send me a replacement or a check for the warranty service not received.
Sincerely,
*************************Business Response
Date: 09/03/2024
Guardsman will continue to reach out to the Retailer. If the Retailer advises the parts are no longer available Guardsman will provide further options. If the parts are still available there is nothing further that Guardmsan can do until the parts are received from the manufacture. We have asked the Sales *** to reach out to the Retailer as well.Customer Answer
Date: 09/07/2024
Complaint: 22122809
I am rejecting this response because obviously the part is not available. I have been waiting over a year. Move on to the next step because if the part was available I would imagine it would have been installed already. Honestly I couldve built a couch in the year it has taken to get the part.
Sincerely,
*************************Business Response
Date: 09/10/2024
We were previously advised that the store had the part. We have been notified that the original person that handled that handled the purchase orders at the store is no longer there. We reached out to the new contact person last week and they are looking to this. Once we receive a response someone from the Resolution team will be in contact with you. The information has been forwarded to the Department Supervisor.Initial Complaint
Date:08/08/2024
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.
Jarons of Bordentown nj sold me a couch with a 5 year pet damage warranty. I spent $300 extra. The warranty company is Gardsman. I followed the guidelines and documented and reported the damage. The service technician came and told me I should get a new couch. The contract stated in section 6 that its covered. I was then denied. I would like my $300 back from either Gardsman or Jarons. I would also like to prevent other people from falling victim to the scam.Business Response
Date: 08/15/2024
The Guardsman protection plan is for single incidents or accidents that may occur. The plan does not cover pet hair or body oils or an accumulation of stains or an accumulation/extensive damages. The technician report and photos show an accumulation/extensive damages and body oils as well as an accumulation of pet hair. This not covered under the protection plan. We are unable to service this request.Business Response
Date: 08/15/2024
The terms of the protection plan also do not provide for a refund of the plan.Initial Complaint
Date:08/06/2024
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 warranty was not fulfilled due to a failure while reading a perfectly legible document, they not only denied the claim but also said that any future claims will be denied.Business Response
Date: 08/08/2024
The terms of the protection plan state that we must receive the completed claim form. the sales receipt and any other required documents within ******************************************* damage to Guardsman The sales receipt that was originally uploaded with your claim was not legible and an email was sent on 5/24/2024 advising we needed a legible sales receipt and that we must receive this in our office no later than 6/10/2024 otherwise the claim would be closed and would no longer be eligible for service. We received a new claim form with the legible sales receipt in our office on 6/18/2024. This was received after the ******************************************************* the email. The claim has been closed and the damages are no longer eligible for service.Initial Complaint
Date:08/06/2024
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 furniture from ********* with a Guardsman protection plan in September 2022 and it was delivered in December 2022. The plan was for 5 years and I attempted to file a claim to have a sofa sectional connector replaced and it took approximately 3 weeks for it to be processed and denied. My sofa is sagging due to this broken connector. The broken item is small and can be fixed quickly but I feel my claimed was dismissed without proper reason. I spent $649.99 for the protection plan for Guardsman not to honor it and I am upset and disappointed. I just dont understand what is the purpose of the plan if I cannot use it. I have reviewed Guardsmans information online and I see this is a common practice for them and I just want my furniture repaired or my money back for the useless plan.Business Response
Date: 08/08/2024
According to our records we received a claim and the damage being reported was not clear. An email was sent asking you to clarify the damage. We received a response advising the sectional connector was not aligned. This is not something that is listed under the "What is Covered" section of the protection plan. We are unable to service this request.Initial Complaint
Date:07/30/2024
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 an outdoor couch plus Guardsman protection last year. The couch failed in two ways: the varnish all flaked out, and then the wood frame actually split making it completely unusable. Filed a claim with Guardsman, which was an unnecessarily long and clearly designed-to-be-as-tortuous-as-possible process. They waited 10 days before denying the claim citing failure to report in the required timeframe. The timeframe listed in the service document is 30 days, and I reported as soon as the frame broke entirely. The failing finish on the product happened graduallythere was no single date that it completely "failed". Ultimately, what happened here is I purchased a product and a protection plan, within less than a year the product failed, I responsibly reported that, and they're failing to remedy the situation. Their open hours are atrocious, their phone lines are tied up for hours and hours at a time, and it's impossible to get support from a real human. A deceitful, shambolic, and scammy company.Business Response
Date: 08/06/2024
The terms of the protection plan for the outdoor furniture state that any stain or damage that occurs to the furniture must be reported to Guardsman within 5 business day of the damage occurring. The claim was submitted on 7/15/2024 and on the claim form it was reported that the damage occurred on 6/15/2024. The issue with the finish was not entered on the claim on our end, we do apologize for the oversight. The finish delaminating is not something that is covered under the plan regardless of when it happened. We are unable to service this request.Initial Complaint
Date:07/22/2024
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 February 19, ************************************************* *********, ****** cancel my 5 year extended Guardsman Premium Protection Plan warranty on purchases made April 14, 2023.I notified *********************, owner and operator of Anchorage ********************** Store under his parent company ********************* of ******, by email and certified mail to cancel Guardsman warranty. To date Guardsman has refused reimbursementof on unused policy. Clearly stated in ********************** Industries corporate policy, Guardsman warranty policy and Alaska state consumer protection laws, I should have immediately been reimbursed. It is now six months from first demand for cancelation without refund.My next course of action after patiently waiting for refund will be to file a formal complaint with Alaska ************************* Consumer Protection Unit if Guardsman does not quickly resolve.Business Response
Date: 07/25/2024
Guardsman is not Anchorage ********************** or the parent company ********************* of ******. Guardsman has not received any communication requesting a refund of the protection plan.
After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman. For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.Customer Answer
Date: 07/29/2024
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,
*************************Initial Complaint
Date:07/20/2024
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 large 5 seater reclining sofa set from Nebraska furniture on 07/21/2019 (Order No: ******** -- delivered on end of Aug) with 5 year leather protection and Guardsman warranty for $3427. We paid for Guardsman 5 year leather protection and extended warranty for $319.99 (included in order total of $3427). We bought other furniture from same ******** store within 10 days all totaling approx. $8,000. Within 18 months, the leather started fading (pale) on the 2 seats where we most frequently sat. We contacted Guardsman and created a warranty claim request -- for 5 year leather protection warranty -- right away on March 2021 with Guardsman. There was fading on 1 seat initially and on another 1 subsequently. One of the recliners also stopped working. There are 2 or 3 minor cat scratches which are also covered on the extended warranty we bought. After several follow with Guardsman, they did not send anyone to even take a look at the problems. After they did not send anyone, we sent a certified mail with receipt number# ******************** (pic uploaded), describing the problem with supporting photos requesting them to fulfill the warranty. We got a response after the certified mail, they said because of covid there are some delays. They sent someone few weeks later, he took a look and said, they will take further steps to repair the leather and replace the failed recliner remote. Nothing happened afterwards. After following up numerous times, we just gave up. No one came, the recliner still does not work, the leather has faded in 2 seats and looks ugly. The initial claim was filed 3 years back and several documented follow *** have been made. The entire sofa recliner set is still under the extended leather protection plan and warranty as of today (until end of next month). It is so disappointing that Nebraska furniture would sell a product like this for thousands of dollars with Guardsman extended warranty that's not honored.Business Response
Date: 08/08/2024
The most recent claim that was submitted to Guardsman was on 8/6/2024. Claims are processed in the order received and you will be contacted once the claim has been processed. Prior to this claim the last claim that was submitted was from 3/18/2021. We ordered parts for that claim that were to be shipped to your home and we were never notified that you had received the parts. Please contact the service center at ************ Mon, ****, Thurs and Fri 8:30am-2:00pm EST for assistance with the parts that were ordered for the previous claim.Customer Answer
Date: 08/08/2024
Complaint: 22019884
I am rejecting this response because:. The part for the recliner is only 1 of 3 problems mentioned in the original claim from 2021. We never received the part. The other major part of the claim was the faded leather in 2 places, and some minor scratches. The people that came to inspect the fading and the other issue refused to basically fix it. The recliner part is something that we never received. Basically our warranty claim with multiple items was discarded by Guardsman. After numerous followups and sending written certified mail, we gave up. Created a BBB complaint recently based on the advice from a friend since this may be our only recourse since Guardsman refused to take any action on our claim. At this point the problem has become far worse. We request either the furniture piece to be replaced or provide us store credit for the purchase price so that we could get a similar item from the store.
Sincerely,
*********************************Business Response
Date: 08/14/2024
This was not reported on the original claim. If this was reported on the new claim that was submitted on 8/6/2024 this will be reviewed when the new claim is processed.Customer Answer
Date: 08/14/2024
Complaint: 22019884
I am rejecting this response because:The company claims some of the information is not provided in the initial claim. All information about the defects that arose on the product are clearly described on the initial claim. I have attached a copy of the claim with the original complaint. Numerous follow *** were made with guardsman. A certified mail was also sent. A copy of that is also attached with the complaint. The people who came to our house refused to fix the product. This was also notified. Nothing really happened from guardsman side. I am filling this complaint from BBB as a last resort hoping this company will do the right thing, resolve the issue or replace the furniture.
Sincerely,
*********************************Business Response
Date: 08/15/2024
Fading and scratches of the leather are not covered under the protection plan.Customer Answer
Date: 08/16/2024
Complaint: 22019884
I am rejecting this response because:. We have papers provided from Nebraska furniture that sold us this 5 year plan starting clearly that leather is protected for 5 years. Small pet scratches will be repaired. The recliner that has malfunctioned was also never fixed by Guardsman. It is still not working.We filed a claim in 2021 itself followed up numerous times. Doesn't Guardsman have an obligation to work on our claim? Why are none of the issues addressed even to this date?
Sincerely,
*********************************Business Response
Date: 08/20/2024
The original clam reported a mechanism issue, animal damage and cracking/peeling of leather. The cracking/peeling of the leather of the leather was not accepted for service due to the timeframe requirement for reporting the damage not being met. The technician was to repair the areas with the animal damage when they returned to install the parts. You will need to contact the retailer in regards to the status on the parts they were to order. Once you receive the parts you will need contact the Guardsman service center and we will sent the work order to the technician to install the parts and service the original animal damage that was reported. there is nothing further we can do at this time.Customer Answer
Date: 08/23/2024
Complaint: 22019884
I am rejecting this response because:On every response the Guardsman is giving different reasons to deny the complaint. First they responded saying it is not covered. After pointing out it was covered, they are coming up with new reasons to justify and not fix the issue. We paid nearly $3500 to purchase this furniture with 5 year extended protection. The extended protection seems to be a scam. We did report the issue right after the color started fading. Right after there were 2 or 3 small scratches. These issues were not fixed. The malfunctioning recliner is also not fixed.
After taking hundreds of dollars for the protection plan and receiving a claim with problems, is it not Guardsman's responsibility to fix the problems. It was not fixed. The claim was not even worked properly. Multiple follow *** and nothing happened. We sent a written request with certified mail and no response for that also. This feels like a total scam at this point. How is this company rated well in BBB? Clearly they are not even slightly interested in addressing the issue. Disappointing!
Sincerely,
*********************************Initial Complaint
Date:07/20/2024
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 filed a warranty claim on a love seat on 12/30/2023, it is now 07/20/2024 and my love seat is still not repaired. I have been given the run around via email and it takes over 3 months to get a response from this company. I have callled customer service and waited on hold for over an hour and a half before hanging up. In the most recent customer response email which took 4 months for a response guardsman said We regret to inform you the store is not responding to our inquiries we have escalated this to our retail relations department in hopes the store will provide us with an update. At this point you are more than welcome to contact the store as well to see if they will provide you an update as they are not providing us with one. I called the store in which the furniture was purchased from and they said with regards to furniture warranty repairs they do not handle any part of it, it is all handled through guardsman.Business Response
Date: 07/25/2024
We do apologize for the delay. As we have explained in an email we sent to you we have made several attempts to contact the retailer for an update on the purchase order we sent to them for the parts via telephone and email and they are not responding. Our Retailer ******************** has tried to call as well and they have also emailed them. We will provide an update once we receive a response. You can also reach out to the store to see if they will provide you with an update. There is nothing further we can do until they respond.Customer Answer
Date: 08/06/2024
Complaint: 22017900
I am rejecting this response because:this has nothing to do with the business that I purchased the furniture. They do not handle the claims. I have called ****** furniture and they kindly answered and said that all warranty claims are handled through guardsman.
Sincerely,
*************************Business Response
Date: 08/08/2024
Guardsman does not order parts. When parts are needed Guardsman sends a purchase order to the Retailer with the parts that are needed and the Retailer is responsible for ordering the parts from the manufacture. If the Retailer has questions on the correct process they can contact our Retailer Relations Department.Initial Complaint
Date:07/19/2024
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 bought a furniture protection plan in July 2022. I had a covered accident occur in February 2024 and it has now been over 6months of stalling, calling, and wasting my time to try to get me to give up. While guardsman has acknowledged that my claim is covered and the damage is not repairable, they still have not replaced the broken piece of furniture. Their resolution office has the most inconvenient hours (5-11am PST, M,T,T,F) and is constantly closed even within those posted hours. During my last call they randomly put me on hold for an hour, hung up, and then never called me back. The entire process has been aggravating and they will progress through their internal process without constant pestering.Business Response
Date: 07/25/2024
We do apologize for the issues that you have had getting through to someone. Our system was affecting by the global internet outage and this was just resolved on 7/24/2024. Our records show that the purchase order for the replacement was sent to the store on 5/31/2024. Any questions regarding the replacement should be directed to the store.Customer Answer
Date: 07/30/2024
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,
******************************************Initial Complaint
Date:07/17/2024
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 April 14, 2023 I purchased an extended 5 year Premium Protection Plan at *********, ****** ********************** for an extended couch with lounger, ottoman and extra large chair. On February 19, 2024 a demand was sent by email and then shortly thereafter by certified mail to Anchorage ********************** and their parent company, ********************* of ****** to cancel the 5 year extended warranty after they failed to honor one year manufacturer's warranty. Guardsman has refused to timely acknowledge request for cancellation. They are refusing to forward me a copy of contract.The refund by law is for full purchase price (Of this unused) warranty as it was requested to be canceled February 19, 2024. Two months before it became active as one year manufacturers warranty was still primary.Business Response
Date: 07/25/2024
Guardsman is not Anchorage ********************** or their parent company, ********************* of ******* Guardsman has not received a request for a copy of the protection plan from you. We do show that we received an electronic file for your purchase from ********************** on 7/18/2024 and on 7/23/2024 a copy of the protection plan was mailed to 3318 ******************* Anchorage AK 99507. After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman. Once you receive your copy of the protection plan, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.Customer Answer
Date: 07/29/2024
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,
***************************
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