Complaints

This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guardsman

  3196 Kraft Ave SE Ste 105 Grand Rapids, MI 49512-2079

  
• 

  Guardsman Furniture Professionals

  1141 Basse Rd San Antonio, TX 78212-1004

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of San Diego

  28 Orange Ave Unit 1 Chula Vista, CA 91911-5155

• 

  Guardsman Furniture Pro of NY

  220 East Merrick Road Valley Stream, NY 11580-6063

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:07/16/2024

  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 Guardsman protection plan for a sectional I purchased a few years ago. I have had nothing but trouble with the couch's fabric and though we have filed many claims, Guardsman refuses to help us. We had a technician come out and say that our seam tears would absolutely be covered and that he could not provide a "high quality solution" via his skills. He ensured that we would be receiving new seats/fabric and gave us information on the amount of time it would take to receive the replacements and what to do when it came in as far as getting it installed. Then we get an email later saying that the resolution team won't cover any of the torn fabric issues. I am very sick of dealing with a company who will NOT stand by their warranty. At this point, I believe I will be getting the Attorney General involved because clearly Guardsman is not interested in doing what they SHOULD and are obligated to do without coercion. I have the warranty paperwork, I have record of what the technician told us, pictures of the issues, and I will absolutely be seeking to get a full reimbursement for this couch and warranty. I will never purchase a plan through them ever again.

  

  Business Response

  Date: 07/25/2024

  Our records show that your claim is being reviewed by our Resolutions team and team and they have requested additional information from the Retailer.  They will be in contact with you once they receive this information.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21997914
  
  I am rejecting this response because: I received an email that although they will replace the covering for part of the couch that is falling apart (there are several other areas failing), they also stated Due to the plan being a one-time replacement, the plan does not cover new parts in the future if another stain or damage occurs. This isnt how the warranty was sold to me and should work. My warranty should be good through the entire time period stated. If this was really the case, then after the first tech came to my house to sew a tear, the warranty wouldve been voided and yet my last claim resulted in a tech coming out and saying my problem areas were covered and gave me information on what would be ordered, when to expect it delivered, and the number to call to have it installed. I now have nails poking through fabric. Its not even safe to keep in use at this point. And yet I have no recourse at this point? Its not ok. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/07/2024

  We cannot speak to what you were told when you purchased the furniture or the protection plan.  The protection plan states when a part or piece of the furniture is replaced it ends the protection plan on that piece or part of the furniture.  All claims are processed according to the terms of the protection plan.

• Initial Complaint

  Date:07/16/2024

  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 the protection plan with my new couch, I have 2 stains on it that happened within the same day as well as a tear that happened and filed both claims immediately. Let me be VERY clear that both items fall under the protection plan as I'm staring at my plan right now. It took forever for the claims to be processed and finally they were approved and they sent someone out to look at the couch. He said he would be able to fix it and would schedule service with guardsman to come back out. Weeks later I get an email saying my claim is denied because their warranty does not cover my claims which in fact they DO because it's right on the sheet. I called resolutions ***** and they said because it is multiple stains and I didn't report immediately that they cannot accept the claim. That is ridiculous because I filed the claims immediately and the stains happened in the same day. Their excuse for the tear in the cushion was that "it's difficult to take care of tears sometimes". Are you serious? I paid money for a service that they are not providing, when my items are clearly covered under the warranty and I followed procedure exactly how I was supposed to. They can't expect the stains to look brand new when it takes 3 months to get things resolved. I requested to speak to a manager about this and was told I would get a call back within ***** hours and have not heard back a week later.

  

  Business Response

  Date: 07/23/2024

  Guardsman received and processed your claim and sent a technician to the home.  The technician's report and photos showed numerous stains across the unit as well as a build up of body oils and soiling soiling.  This is not covered under the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21995713
  
  I am rejecting this response because: I'm telling Guardsman exactly what happened, this is a single spill across two cushions. It is unacceptable for them to declare these "body oils" and build up of stains by a photo. Next time I guess I'll have to record the incident. I also find it interesting how they wait 3 months to send a technician out when they know the stain will get worse as it dries. If you look at all other complaints this company is clearly a scam and I am working with the furniture store now to take action and also give me my money back. I have clearly explained the countless issues with Guardsman to this reputable furniture store and have let them know that they need to choose another protection company. I will be sure everyone I know knows not to use Guardsman. 
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 07/25/2024

  This decision was not based on photos.  A technician was sent to the home and the technician reports a build up of body oils and soiling and the photos provided support this report. We are unable to service this request.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21995713
  
  I am rejecting this response because:

  I would like to see the documentation the technician has submitted.

  Regardless there will never be an intent for Guardsman to fix anyone's furniture and they are clearly a scam because their policy sends you in circles "anything covered in section 6, except what's in section 9". 

  I am working with the furniture store to file a claim so the store knows not to use Guardsman anymore and they are working to give me my money back that I paid for Guardsman. 

  I'm glad the furniture store has some integrity.

  
  Sincerely,
  
  *****

  

  Business Response

  Date: 08/07/2024

  The technician report is for Guardsman's internal use only.  Guardsman services all claims that fall under the terms of the plan.  The plan does not cover an accumulation of stains or damages.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21995713
  
  I am rejecting this response because: Guardsman is a scam and it's obvious. Pictures that were taken in my home of my furniture are not available for me to view? My history of my claims submitted are not available for me to view? Good thing I save all of my documents that I submitted. Guardsman's warranty is also a scam. If you read it carefully it just sends you in circles, they never intended to fix anyone's furniture. I can confirm my stain is not a build up, but one stain from one event.

  The furniture store was kind enough to give me a refund on the ~$300 I paid for this useless plan. I am thankful the furniture store honors and appreciates their customers. I'll be sure to continue to spread the word to everyone about Guardsman, especially in the new development I live in where we all shop at the same furniture store.

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

• Initial Complaint

  Date:07/12/2024

  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.

  Initially, my shopping experience with ******* was wonderful. All of that changed when I used the protection plan that I paid for one of my pieces of furniture. The furniture was broken in January 2024, the third party vendor they use for the protection plan is Guardsman. I created a ticket with the company to get someone out to inspect the damage and get approval for the piece of furniture. It's July 2024 and I have only just now received confirmation that I can get the furniture replaced.I've tried alerting ******* of the terrible experience I've had with Guardsman but only one person showed any compassion. ***********************, Director of Operations, has ignored my multiple calls and emails which only adds to my frustration and indicates to me they are more than happy to have a terrible company represent them. Add to their embarrassing customer service standards, their hours are 8:30am2pm Eastern Standard Time Zone which makes zero sense.Below is a timeline of my process:January 2024 - bed frame broke, ticket submitted February - technician inspected March - no response from Guardsman April - no response from Guardsman, alerted Belfort ************* provided a response indicating they had already provided Guardsman with the info the needed the BEGINNING OF APRIL. I was given an update on my claim and my options for replacing the furniture.June - no response from Guardsman regarding my selection of choice July - FINALLY got a response after indicating I will be taking legal action to get my money back for the MULTIPLE protection plans I purchased. Made multiple attempts to speak with Dir of Operations and he's ignored me the entire time.

  

  Business Response

  Date: 07/17/2024

  We do apologize for the delays. We show that we did receive some emails that were sent to the incorrect department which were then forwarded to the appropriate department. Due to an unusually high volume of claims it is taking longer than normal for claims to be completed.  We do show that an email was sent on 6/17/2024 confirming your email from 5/31/2024. The purchase order for the store credit was sent to the Retailer on 6/17/2024.  Any information regarding the store credit would need to be directed to the Retailer.

• Initial Complaint

  Date:07/10/2024

  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 paid $150 insurance to cover my bedroom set I purchased 3 years ago on a 5 year plan. Texas had horrible weather in May and I have to move my bed away from the window due to the rain coming through the cracked window. I broke the frame during the move and immediately filed a claim. I did everything I was asked as far as sending pictures and took off work to make sure I was home for the repair technician to come out. Nearly a month later I received an email stating the store was no longer open and I would receive a refund for the insurance plan. I immediately called the store and they answered!!! Why do yall allow this company to play games with people? I purchased the insurance to cover my bed! I dont want the refund I want the replacement of the bed like it says on the contract. Dont make us pay for something then not hold your end of the deal. Its not right!

  

  Business Response

  Date: 07/17/2024

  According to the information we have on file we spoke with you on 7/11/2024 and advised yes the store is still open, however, they are no longer facilitating our plans or purchase orders. Per the terms of the plan the only option available is a refund of the protection plan.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21966610
  
  I am rejecting this response because we had a contract. I paid the amount for insurance. I dont want the money back I want the bed replaced. You mentioned I couldnt get a replacement because the store was closed on the email. I paid the insurance I held my end of the deal. I went to the store and the owner said it was you guys that wouldnt respond to them. Then when I talk to your company you all say its Bella furniture thats not responding to claims. This is horrible customer service on both sides and im the one affected.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/25/2024

  As previously stated the store will no longer facilitate our plan or purchase orders. Our only option is a refund of the plan.  If the store has any questions they can contact our Retailer *********************

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21966610
  
  I am rejecting this response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  We have been waiting since March for them to fix our couch through the ptotection plan we purchased with them. It keeps getting ignored and when we try to communicate and reach out to them no one ever answers or responds. They also are open 3 days a week 8am to 2 pm that is it.

  Customer Answer

  Date: 07/09/2024

  After filing this complaint, I continuted attempting to contact the business and finally got a response. A kind employee there review the information and helped address the matter, due to the age of the purchased item the warranty  though them shouldn't be what repairs the couch but the manufacturer through  the place of purchase.  The place of purchase  (Havertys furniture) told us we had to file with the warranty  company  Guardsman incorrectly.

  

  Business Response

  Date: 07/15/2024

  We do apologize the delay.  Our records show that we did send the purchase order for the parts, however we have no control over how long it takes for those parts to be delivered.  We do show that we did discover an error was made in the processing of the claim and an email was sent on 7/9/2024 advising that the claim was actually denied. The claim should have originally been denied since this damage occurred within the 1st year of purchase and this would be covered under the manufactures warranty.  The terms of the protection plan state that we will cover this only, if it was originally covered under an original manufactures warranty which has expired. We are unable to service this request.

• Initial Complaint

  Date:07/08/2024

  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 Guardsman protection plan for an item of furniture due to staining/scraping on the item - it was damage accidentally caused by husband one night and I timely submitted the claim within five days of it occurring. Guardsman decided what actually occurred was "Finish Lifting/Peeling" which is not covered under my policy. However, that was not the basis for the insurance claim - it was damage (scraping)/staining due to ordinary use, which is a covered loss. I actually own two of this exact piece of furniture (it is a nightstand) and one is not damaged at all, whereas one is damaged - if it was truly "finish lifting and peeling" then it would have occurred on both of them. I tried to explain on the phone that there was no finish lifting/peeling and they refused to listen, to dispatch a tech to investigate, or to escalate the claim at all. I am extremely disappointed with the handling of my claim.

  

  Business Response

  Date: 07/15/2024

  The photos received with the claim show that the veneer has lifted and peeled.  This is not damage that is covered under the plan.  In addition, the protection plan does not cover damage from general use of the furniture.  The protection plan covers a specific list of damages that are caused by a specific incident or accident.  We are unable to service this request.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21957137
  
  I am rejecting this response because your interpretation of the pictures is not accurate and does not reflect what caused the damage. To be *****, youre flat out wrong and looking for a reason to deny the claim. A fair resolution would include dispatching a third party technician locally to inspect the furniture. Having been a loyal customer for years, thats the ordinary way claims are handled and the level of service I have come to expect from Guardsman. The refusal to do so in this case is diaappointing. Id also like a copy of the full policy documents, which Guardsman has refused to provide here, so that I can better understand the dispute resolution procedures per the policy. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/25/2024

  The claim form received specifically states the damage was caused from general use and the photos show that the veneer has lifted and peeled. The plan does not cover damage from general use..  We are unable to service this request.

• Initial Complaint

  Date:07/08/2024

  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 guardsman warranty for recliner chair. A section of the chair fabric has a rip. Guardsman insists normal wear and chair. Sent out technician and he was positive it would be fixed by replacing the fabric in the damaged area. However, after the claim and pictures were reviewed guardian refused to honor its warranty. If the fabric was defective I would see more unusual wearing all over the chair and not just in that one small area where body area does not heavily use that section. For my furniture company to sing praises of how reliable this company is, they need to stop suggesting that a warranty be purchased. Definitely not worth the 200 we paid for it. We usually do not buy warranties but, this piece of furniture was more expensive then things we usually buy so decided to protect our investment. Totally disappointed with this company, should have researched before purchasing fake warranty. Buyer beware .

  

  Business Response

  Date: 07/08/2024

  On the claim form it stated that the damage was caused by fabric failure. Since the damage was reported as a rip we requested photos.  When the photos were received an error was made in processing and a technician was sent, which  should not have been done, as the photos show fabric failure and wear.   The technicians report also stated that the fabric is worn.  We are unable to service this request.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21955755
  
  I am rejecting this response because: By their response they already said they reviewed in error.  My choice of using rip could of been misstated, as rip, tear, slit, can all mean the same thing   Unfortunately the technician they sent, whether in error or not agreed it could be fixed.  Where the damage is could not of been cause by normal wear and tear as its in the middle of the chair toward the lower food rest.  **** would not relax at that point of the chair.  So for their company to deny my claim is pretty ***** as they have also stated that " oh but you have that chair 4 years already" as it matters because its still under warranty and a good chair which it is and made very well should last long beyond 4 years.  So my claim is valid and Guardsman is just nit-picking to not either compensate the claim or fix it  If they do not want to repair it then refund our warranty money.   
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/17/2024

  As stated the photos that were provided by you showed fabric failure and we should not have sent a technician but we did. The technician report also stated this was normal  wear and tear.  The Guardsman protection plan is an accidental protection plan and does not cover normal wear or failure of the fabric.  We are unable to service this request.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21955755
  
  I am rejecting this response because: what they call normal wear and tear def is not.  Never had any furniture wear out like this before and Guardsman warranty is not worth the paper it is printed on.  One picture and one technician who certainly is not an expert in the suede that was used in the making of this chair does not provide enough of an answer on a rejection of our claim   Will def let all know that Guardsman does NOT hold up their end of a contract.  Total waste of 200$  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  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.

  Bought a protection plan through this company for a sectional couch. The seams on the couch completely came apart and was rendered unusable and has sat downstairs for over a year now due to lack of concern from the company. I have reached out and filed numerous complaints with zero returned calls, they claim they sent an email requesting information and never received it which is false. I gave them everything requested and even called and spoke to numerous agents, was continuously told Id get a call or email never received either. Finally got a response and DENIED my claim. The seams are 100% covered but now they want to claim its been to long due to their lack of follow up. This company is a scam and doesnt honor their protection plan or care about their consumers. We had to purchase another couch due to this company not honoring their policy, so now we are out double the money. Avoid this company at all costs as they will NOT honor their end of the agreement and will not follow up in a timely manner and will blame you.

  

  Business Response

  Date: 07/05/2024

  Our records show that when the claim was originally submitted on 12/1/2022 there was no sales receipt included. an Email was sent to ******************** at 3:02pm on 12/27/2022. We received another claim form on 3/14/2023 and again no sales receipt was included.  We did not receive the sales receipt until a third claim form was submitted on 6/20/2024.  Per the terms of the protection the completed claim form and sales receipt must be received by Guardsman within ******************************************* damage.  We are unable to service this request.
  
  
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21924563
  
  I am rejecting this response because: The sales receipt was sent over a year ago, you also can clearly see in the 3rd request that the receipt was sent as well. And conveniently i have no way of pulling up the claims to show i did attach the receipt since that is not an option you give consumers to view once submitted through your portal. It's about the money and swindling customers to you guys or you'd make it right as the photos have not changed at all from the damages reported in 2021 along with the receipt given. A company that truly cared about backing their warranty would honor it given the claims, date purchased, as well as proof given. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/15/2024

  As previously advised the sales receipt was not received in our until 6/20/2024. We are unable to service this request.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21924563
  
  I am rejecting this response because: As previously stated I Sent over the receipt I was given by guardsman instead of the sales receipt which I later provided when the company I purchased it from gave more direction than guardsman. You clearly knew I had the coverage as you sent me a guardsmans email after purchase about my warranty which is what I gave the sales lady whom I spoke to on the phone years ago. So your declining to cover is simply to scam customers out of a policy they purchased. If you cared about your consumers youd cover your policy regardless knowing dang well I had the coverage and you have the pictures of the damage which occurred and hasnt changed since the initial submitting of the issues. So once again, guardsman is nothing but a scam.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/25/2024

  Our records show that when the claim was originally submitted on 12/1/2022 there was no sales receipt included. an Email was sent to ******************** at 3:02pm on 12/27/2022. We received another claim form on 3/14/2023 and again no sales receipt was included.  We did not receive the sales receipt until a third claim form was submitted on 6/20/2024.  Per the terms of the protection the completed claim form and sales receipt must be received by Guardsman within ******************************************* damage.  We are unable to service this request.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21924563
  
  I am rejecting this response because: they refuse to own up knowing I had the policy, clearing misunderstood and submitted the wrong receipt and instead of working with the consumer theyd rather just deny and play games. They arent for the consumer and clearly dont back their warranty policy. Spoken with the company I purchased from and they are aware of the shady business. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/06/2024

  Guardsman does not sell protection plans directly to consumers and has no way of knowing what pieces of furniture may be covered under a Guardsman protection plan.  The protection plan states that the consumer must provide a copy of the sales receipt that shows the purchase of the furniture and the purchase of the Guardsman protection plan within ******************************************** damage.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21924563
  
  I am rejecting this response because: the business clearly isnt understanding the issue. Issue is the receipt CLEARLY shows it was purchased well in advance and coverage was clearly there. They are more concerned with making sure they dont have to pay for coverage rightfully purchased on an item they were expected to cover. The 30 day rule is a gimmick and all consumers should beware of their scams and games. An honorable company would see the dates, see the wrong receipt was submitted, as well as cover the claim they know they should cover. Scammers will always make excuses on why they cant cover, typical insurance scam. I will continue to reject every response that is further excuses and denial, have a great day!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2024

  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.

  completely rude customer service. horrible service. not worth a single *****. when you call they keep transferring to different departments and waiting for an hour just to be transferred. this is no way to run a business. keep getting emails about how behind they are and you have to wait for weeks to get a auto-response email.

  

  Business Response

  Date: 07/05/2024

  Our records show that when you called the service center you reached the processing department which is the department that handles new claims that have been submitted.  The technician had already been to the home and parts were ordered which is not something the processing department can assist with. As we advised we had to transfer you to the Resolution team as that is the department that handles ordering parts.  We do show that a work order has been sent to the technician to come to the home and install the new parts and they will be in contact with you to schedule an appointment.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21910281
  
  I am rejecting this response because:
  Not sure  that all the parts were ordered and if I hadnt complained we would still be waiting.  We hadnt received anything about scheduling until I got in contact with the BBB.  We have been jerked around with this company before and had to wait a whole year for our other recliner to get fixed. This is horrible business practice. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/08/2024

  The purchase order for the parts was sent to the Retailer on 5/15/2024.  Guardsman received your complaint from the BBB on June 27/2024.  Once the order for the parts has been sent we do not have any control over how long it takes to get the parts from the manufacturer.

• Initial Complaint

  Date:06/24/2024

  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.

  We purchased a couch in July of 2022 and purchased a warranty with it. We were told that the warranty would cover whatever accidental damage happened to the couch. At the beginning of June 2024 we noticed a support on the back was broken and called to file a request for fixing it. The operator took the information and sent the link for us to add pictures. We added our pictures, using the link provided. We are now being told that the damage happened too long ago. When they entered the information, the claim was submitted with a typo of 1/3/2024 instead of 6/3/2024. We were told to resubmit the claim and did so, but it is still being denied.

  

  Business Response

  Date: 07/01/2024

  All claims are processed based on the information provided on the claim form an according to plan terms.  The protection plan states that any issues with the furniture must be reported to Guardsman within 30 days of when the issue occurred. Guardsman was contacted on 6/3/2024 on the claim form it was reported that the issue occurred 1/3/2024.  This exceeds the 30-day timeframe as outlined in the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21895361
  
  I am rejecting this response because: as stated in the complaint, the representative set up the complaint and we completed the information that was requested in the email that she sent. If the recorded call is reviewed, it will be heard that we stated the damage occurred on 6/3/2024. The date that the representative entered on the complaint form was entered incorrectly. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/08/2024

  Guardsman Representatives do not enter information on the claim form.  All claims are processed based on the information entered by the customer on the claim form. Before a claim is submitted the customer must acknowledge the following:

  If the Claim information is correct, please validate the information by confirming the following:
   I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.

  We are unable to service this request