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:04/01/2024
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 bought a couch back in December 2023 and my dogs nail got caught on it and ripped a hole and theyve continued to dig the hole. This is not normal wearing hair in the protection plan. They include dog chewing or anything above. They told me I was denied for my claim because this is normal wear and tear. Its a nightmare trying to get a hold of anyone and any department, especially the claims department. This place is a joke and has no one that actually desert all.
Business Response
Date: 04/09/2024
We have reviewed your claim and did find that there was an error made when processing the claim. We have processed a new claim for the animal damage and a technician will be in contact with you to schedule an appointment. We do apologize for the error.Initial Complaint
Date:04/01/2024
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.
My claim number is ********, We purchased a warranty for a sectional purchased from ******** furnituremart for $3,100 including the ************** portion of the sectional switch had stopped working in November of 2023. We contacted Guardsman. They finally got a technician to inspect Feb 3, which he indicated needed a new switch and Guardsman had to order and approve.They finally came back with part is not available. We were to receive a letter with our options, never did and I finally called and had them email the to resolve. We emailed them back with the option to have a refund to Nebraska Furniture mart to our account, in which NFM will pick up old couch and then we can purchas a new one. The process since November and now a month to try and get a refund and resolution to this problem. To try to reach their resolution by phone if you have 24 hours to set on hold. We would appreciate if BBB would help us with this. I have the email where we sent them to pick the option for the refund.************************* ************Business Response
Date: 04/08/2024
We do apologize for the delay. Our records show that an email was sent on 3/18/24 and 3/26/24 with the available options. We do show that the purchase order for the store credit was sent to the Retailer on 4/2/24. Any questions regarding the store credit should be directed to the Retailer.Customer Answer
Date: 04/10/2024
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:03/22/2024
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.
I paid hundreds of dollars in additional insurance. I wish Nebraska Furniture Mart would stop pushing the salesman to get you to buy the insurance from Guardsman. Guardsman has you take multiple pictures of the damage just to send someone out to take more pictures . The amount of time wasted leaving work to go meet a representative to take the same pictures already submitted and say it cannot be repaired is frustrating. I don't understand how it is not obvious from the pictures submitted. the website to submit a claim is lengthy needless to say I got hung up on today on the phone about a claim. Guardsman is a poor company.Business Response
Date: 03/25/2024
The photos received appeared to be something that was repairable so a technician was sent out. When the technician was able to physically see the damage he determined that he could not repair the damage. Our records show that we spoke with you regarding the table and you have provided your decision to accept a settlement on the table.Customer Answer
Date: 03/27/2024
Complaint: 21472934
I am rejecting this response because:
This complaint is regarding the sofa. Your response still does not acknowledge why your representative hung up on me. Your customer service department lacks basic ethics. I will be filing another complaint on NFM.Sincerely,
***************************Business Response
Date: 04/04/2024
There was nothing in this complaint about a sofa or about a representative hanging up on you. We did review the call and found that the representative did not hang up on you. She was explaining that the claim was being reviewed and the call dropped. We do show that the sofa was not accepted for service. The terms of the protection plan state that we must receive a completed claim form and any other required documents within ******************************************* damage. Our records show the tears on the sofa were first reported on 10/13/2022 and the claim form was not received in our office until 2/7/2024.This exceeds the 30-day requirement as outlined in the plan. We are unable to service this request.Customer Answer
Date: 04/07/2024
Complaint: 21472934
I am rejecting this response because: the claim was filed within 30 days. I was never followed up with on what to do with the sofa. Your technician only looked at *************. I would like a settle meant on the sofa to resolve this issue.
Sincerely,
***************************Business Response
Date: 04/15/2024
We have no additional information to provide. As previously advised the tears on the sofa were first reported on 10/13/2022 and the claim form was not received in our office until 2/7/2024.This exceeds the 30-day requirement as outlined in the plan. We are unable to service this request.Customer Answer
Date: 06/27/2024
Complaint: 21472934
I am rejecting this response because: I settled a claim with Guardsman regarding damage to a kitchen table in the amount of $90.00. I was told it may take up to 6 weeks to receive the payment via US Mail. 6 weeks came and went so I called Guardsman to follow up. They said someone never pushed it out for payment. Its been about another 5 weeks since that follow up call and still no payment has been issued. This company is a scam.
Sincerely,
***************************Business Response
Date: 07/01/2024
We do show that an error was made on our end and the request to send payment for the settlement was not sent to our accounting team. We do show that this was sent to the accounting team when we spoke with you on 5/31/2024. The accounting team has advised this was paid on 6/5/2024. If you have not received the payment by 7/5/2024 please contact the service center. We do apologize for the original error.Customer Answer
Date: 07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The check was delayed again by an error on ***** It was received Friday. This case can be closed.
Sincerely,
***************************Initial Complaint
Date:03/21/2024
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 claim with Guardsmen's Furniture on 2/23 because my loveseat had a tear that was about an inch long. 3/15 my claim was denied because " The damage you reported is a stress tear, which is excluded from coverage under the section of your protection plan titled "Manufacturer Quality Issues." In some protection plans, this exclusion can be found in section 7". After reading through the gold plan, I found "7.5.1. Stress tears (tearing or ripping of upholstery within one-half inch of and parallel to the seam line) or fabric flaws." When i called they told me the decision was made and they won't review any denied claims. She told me to go read section 6 and see what is covered by their plan. Section 6 says "6.1.7. Seam Separation." and "6.1.3. Punctures, cuts, tears, or rips". I would consider my damage to be a tear on the seam. I am not sure how this isn't covered, because they have no idea how much use this furniture gets. It sits in my basement and is used probably twice a month. We have had it for 2 years. We paid $8,439.51 for all of the furniture and paid $740 for the Gold Plan thinking this would cover us for any damage for 5 years. It is extremely upsetting to read what is covered but, in another section, says it isn't covered. I also feel the tear is on the seam and they say it is not. regardless they cover tears.Business Response
Date: 04/04/2024
The photos received with the claim show that this is a stress tear and the fabric has frayed. This is not covered under the protection plan. The protection plan states "This Plan provides coverage for the following accidental stains or damage that arise from a specific occurrence during normal use, except for what is listed in the What is Not Covered section. This damage is listed in the "What is not Covered" section of the plan. We are unable to service this request.Customer Answer
Date: 04/05/2024
Complaint: 21465316
I am rejecting this response because: a tear is obviously going to be frayed. That's what a tear is, and according to their guidelines a tear is covered. We barely use this couch and for it to tear within 2 years is unacceptable for the amount we spent. It's also on a seam which they are saying it's not. I would love to know how they can determine a tear is from stress or just a tear.
Sincerely,
***************************Business Response
Date: 04/15/2024
The protection plan covers accidental damage. There was no incident/accident reported. In addition, the photos provided show that this is a stress tear and the fabric has frayed. These damages are listed under the what is not covered section of the protection plan. We are unable to service this request.Initial Complaint
Date:03/19/2024
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.
03-20-2022 transaction date Paid $999.99 for 5 year warranty protection plan. Sold by ******************, ***************************************************************************** Phone no. ************.Submitted original claim # *********-30719685-14405423 dated 08-07-2023. Tech came and replaced electrical cord but after further investigation on 02-13-2024 noticed technician mis-diagnosis issue causing me to submit another claim. Spoke with their resolution department and company has declined because of warranty only one incident per furniture piece/ not reporting within 30 days. They continue to send me around at this time I was told to leave a message with the Escalation process. On 15 March @ 2PM I left them a message. Hopefully they will allow me the opportunity to explain and agree to render the service I was promised and investigate the issue.Business Response
Date: 03/25/2024
Our records show that the transformer and wiring were replaced on 9/11/2023 and the recliner was working when the technician left the home. The protection plan allows for a one- time replacement. In addition, the terms of the protection plan state that if the technicians service does not repair the damage to your furniture you must notify Guardsman within 30 days of when the technician serviced your claim. The second claim was submitted on 2/13/2024 and the information provided on the claim form states the damage occurred on 10/1/2023 and also states it faulted again shortly after replacement. This exceeds the 30 day timeline as outlined in the plan. We do show that your call was returned on 3/20/2024 and a message was left that parts replaced are no longer covered under the plan.Initial Complaint
Date:03/18/2024
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.
Guardsman did not setup out account correctly and it was not discovered till we tried to submit a claim. It took month to get this corrected. We finally submitted a claim in March and it was denied despite being within our coverage period and despite their incompetence in setting up out account. We have tried to call and resolve this but their support people are unwilling to help and rude. The refuse to forward to a manager and refuse to do anything to assist.Business Response
Date: 03/25/2024
The account was not set up by Guardsman. The electronic information we received from the Retailer did not include your phone number. Our records do show that we contacted you on 3/20/2024 and left a message advising that the denial for the animal damage that occurred on 12/1/2023 was overturned and a technician will be in contact with you to schedule an appointment.Initial Complaint
Date:03/18/2024
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.
My wife, ***, and I purchased a service agreement for a sofa manufactured by Palliser purchased in 2021 at ********************* in ******** **. The cushions of the sofa have worn beyond what would ever be considered "Normal Wear and Tear". The cushions were replaced by the store within the one year factory warranty peroid and again by Guardsman under their service agreememt #******** early in 2023 or late in 2022 under what I consider to be covered in section 6.1.8, "Flattening of the seat cushion core". My wife requested another replacement beginning in June 2023 and received no response from Guardsman. I decided to follow up in February 2024. Guardsman's first response was that this was normal wear and tear and not covered, but next stated that they already replaced the cushions once and therefore will not provide a second replacement. Two contredicting statements. My warranty does not at all state that they will "replace the cushions once". I would like my sofa repaired as per the terms of the warranty that we purchaed.Business Response
Date: 03/25/2024
Both of these statements are correct. The protection plan does not cover normal wear. In addition, the protection plan provides for a one- time replacement. Once a part or a piece of furniture has been replaced that ends the coverage on the that part or piece of furniture. This can be found in section 5.3 of the protection plan. This was also advised in the email sent to you on 121/24/2022.
From: ************ Request Followup
Sent: Saturday, December 24, 2022 1:04 PM
To: ************************
Subject: GUARDSMAN# ********-STEINHAFELS
Hi,
We apologize for the delay in resolving your claim for the Reclining Sofa. We have sent a part purchase order to the store to order the right and left inner seat cores for the Reclining Sofa. Part orders normally take 4-6 weeks to receive due to delays with COVID-19 it might take a bit longer. Please contact us at ************** once you receive the part to contract the service technician to install. The new right and left inner seat cores for the Reclining Sofa will not be covered in the future under the protection plan. Any questions regarding the status of the part order please contact us at **************.
Thank you,
Claim Specialist
Guardsman
PO BOX 88010
************, ** 4512
**************Customer Answer
Date: 03/25/2024
My corrected phone number is ************Customer Answer
Date: 03/27/2024
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, and find that the explanation is satisfactory to me,even though the resolution of this case is "unsatisfactory"
Unfortunately for me, and I'm certain many many other consumers like myself who have purchased this "warranty", the terms of "1 repalcement per warranty peroid" were not explained at the point of purchase and ********* was clearly negligent throughout the process in pointing out the meaning of the terms in section 5, in which one almost needs an attorney to understand. Had these terms been made clear the "warranty" would NOT have been purchased.
Although it appears that Guardsman did fulfill their terms, this is not what one would expect of a warrantly company and I will make it known that Guardsman is NOT a company to do business with. I understand totally the negative ratings and reviews that this company gets.
Sincerely,
***********************Initial Complaint
Date:03/15/2024
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 bought a five year warranty on two reclining chairs and one is broken. The warranty should be good until 11:1/25. On 2/1/24 I reported the problem .it was four weeks before they replied and I was given the technicians phone number. He told me he would be here in two weeks. Two weeks came and went so I called and left a message but no reply All I can do now is leave a message with no reply. I think this is a dog and pony show with guardsman trying to make it so hard to get my chair fixed I will quit trying. Maybe you can help.Business Response
Date: 03/20/2024
We do apologize for the delay. Our records show that you have spoken with the technician and there is an appointment scheduled for 3/21/2024.Initial Complaint
Date:03/15/2024
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.
On 09/27/23, I filed a claim under my service agreement number, ********, on an occurrence dated 09/20/23. The repair was on a leather sofa where the front pillow and the back of the sofa are seamed together. The claim was denied under section 7.5.1 which reads "stress tears (tearing or ripping of upholstery within one-half inch of and parallel to the seam) or fabric flaws."I contend the issue is covered under section 6, 6.1.7 Seam separation.The seam separation occurs where the front pillow of the sofa is attached to the back.The tearing or ripping did not happen within one-half inch of the seam - it is actually the joining, or seam, the attaches the pillow to the back of the sofa.Claim #********Business Response
Date: 03/19/2024
Our records show that we did send the technician to the home to repair seam separation. The technicians report and photos show this is not seam separation. The photos show the leather has pulled away from the seam, the seam itself has not separated. We are unable to service this request.Customer Answer
Date: 04/02/2024
I don't think Guardian has made a good faith effort to answer my compliant.
They have not followed their own service contract. My claim was filed under stress tears 6.1.7. (Section 6) of their contract. They have not answered why this doesn't apply. Just providing an answer on their part but not but not addressing why this isn't covered under this section is no answer at all.
I am surprised that BBB accepts this as an acceptable way of answering this dispute. Guardian has the pictures that show that the seam itself came unstitched and was not associated with what they call a "stress tear."
I just retired after 40 years of successfully representing clients before the ***** With plenty of time now available to right such wrongs - if I can't get relief from BBB I will continue to make sure ******************** customers, ******* (where I purchased the sofa), neighbors, and friends and families, and anyone else I have contact with understand Guardian does not abide by their own contract.
Business Response
Date: 04/15/2024
Stress tears are not listed under section 6.1.7 in the protection plan that is seam separation. The damage on the sofa is not seam separation they are stress tears which is listed in the what is not covered section of the protection plan under section 7.5 Manufacturer quality issues.7.5.1. We are unable to service this request.Initial Complaint
Date:03/11/2024
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 had two claims filed with Guardsman in the last 6 months, both of which were reviewed by a technician. Since the technician came, I have not heard anything from Guardsman, except that the review is taking longer than usual. Their absurd business hours (10-2, 3 days a week) make it nearly impossible to get a hold of anyone who can give me an update.Business Response
Date: 03/19/2024
We do apologize for the long hold times. Our records show that the email below was sent on 2/2/224 but we have not received a response. Please respond to the email. If you do prefer to speak with someone you would need to call the service center at ************. The current hours for the department you need to speak with are Mon-Tues and Thurs-Fri between the hours of 8:30am-2:0pm EST.
From: ************ Request Followup
Sent: Friday, February 2, 2024 5:42 AM
To: ************************
Subject: Guardsman claim 12386617/Dunk & Bright Furniture
Hello,
We received the sales invoice from Dunk & Bright and have completed our review of your claim. We would like to order the seat casing and seat cushion core but are in need of the serial number from the sofa unit of the sectional. Please check under the cushions or under the frame and reply back to this email with the serial number. We have also hired a technician for the new damage you reported to the frame. If you do not hear from the technician within 7 days, please call Guardsman at ************.
If you have any questions, you may contact us at ************ Monday through Friday from 10:00am-2:00pm Eastern ******** time.
Thank you,
Guardsman Service Center
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