Extended Warranty Contract Service Companies
GuardsmanImportant 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:01/23/2024
Type:Service or Repair IssuesStatus: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.
Warranty we purchased a warranty when we bought our brand new sectional sofa. We have filed a claim and we cant even get anyone to speak to us on the phone possibly everyone is rude and disrespectful. When you ask for information they dont have any their processing things 20 days after they receive them they cant give any information on when it will be processed And the worst part is they dont care we pay a lot of money for a five-year warranty and we cant even use it and we have a couch that has holes in it because they wont process the claim. We probably called 100 times.Business Response
Date: 01/30/2024
We do apologize for the delay. Claims are processed in the order received and due to an unusually high volume of claims they are taking longer than normal to be processed. Our records show that the claim was processed and the technician has confirmed the work order. The technician will be contacting you in the next few days to schedule an appointment. If you would like to reach out to the technician directly the company name is ************************ and their phone number is ************.Initial Complaint
Date:01/23/2024
Type:Service or Repair IssuesStatus: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 Guardsman insurance for our new sectional sofa 3/2021. We filed a claim 9/2023 and since this time have been back and forth with various departments trying to get our sofa replaced. They are incredibly difficult to get a hold of. I have spend HOURS on hold and when it reached 2 pm EST the phone call just ends and there is no option to leave a message. They have multiple hoops to jump through to be able to use your insurance (a technician must make 2 separate in person assessment visits) and they are now claiming we cannot use the insurance because of a manufacturer error which is completely false. It seems like this is a scam company and an investigation into their practices is needed.Business Response
Date: 01/30/2024
We do apologize for the delay and extended hold times.. Our records show that we have spoken with you several times and after further review of the claim a purchase order to replace the right arm facing corner sofa was sent to the retailer today. Any questions regarding the replacement should be directed to the Retailer.Initial Complaint
Date:01/19/2024
Type:Service or Repair IssuesStatus: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 furniture. Started the claim process July 2023, for broken recliner motors and uneven love seat frame, still no resolution. Cant get a hold of anyone at the company, no one answers the customer service line.Business Response
Date: 01/26/2024
We do apologize for the delay. Our records show that we did speak with you on 1/18/24 and we did verify the information needed with you. The purchase order for the parts has been sent. Once you receive the part(s) please give us a call at ************ so that we can install them.Customer Answer
Date: 03/01/2024
The original claim was filed in July 2023. The technician performed the assesment September 2023. He documented that we needed two new motors and a new frame. I was told parts would be ordered and I should hear back in 2 weeks.
When I didn't hear from Guardsman, I started calling them towards the end of October 2023. It's near impossible to get through to anyone due to their call center hours which are 10am-2pm est. When I finally got through and spoke with someone in February 2024, I was told the motor parts were ordered. I asked about the frame, and was told there were no additional notes from the technician.
The technician finally performed the motor repairs on 2/28/24. I mentioned that Guardsman said he didn't document anything about the frame, and he said did.
So now we have a I (the consumer) is stuck in the middle between the technician and Guardsman. It took 7 months to get the motors repaired and now I have to create a brand new claim for the frame and start over. The frame should have been addressed with the motors, per the technician.
This warranty holds no value if repairs cannot be performed accurately and in a timely manner. Shame on Guardsman!
Business Response
Date: 03/25/2024
The original claim forms received reported only the mechanism issues. The terms of the protection plan state that the customer must report any stains or damage to Guardsman within *********************** damage occurring. We did not receive any information regarding the frame from the technician. In addition, we would not add additional damage that wasn't reported when the claim was originally submitted. We are unable to service this request.Customer Answer
Date: 03/26/2024
Complaint: 21170942
I am rejecting this response because: *********** states they did not receive the technicians comments regarding the bent frame in September 2023, however they are holding me to the September 2023 date and denied my claim. My complaint is that I did exactly what the Guardsman technician said to do (reference the September 2023 date) and they denied my claim. Guardsman doesn't stand behind their warranty nor their employees. If the technician gave me the wrong information, they should at least close the claim due to his miscommunication and allow me to create a new claim. They just look for ways not to help a consumer--crooked company!!
Sincerely,
*****************Business Response
Date: 04/01/2024
We have no additional information to provide. As previously advised. The original claim forms received reported only the mechanism issues. The terms of the protection plan state that the customer must report any stains or damage to Guardsman within *********************** damage occurring. We did not receive any information regarding the frame from the technician. In addition, we would not add additional damage that wasn't reported when the claim was originally submitted. We are unable to service this request.Initial Complaint
Date:01/18/2024
Type:Service or Repair IssuesStatus: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.
repair chair with new wire .Parts were ordered on Aug 15th ,Order # ********.Called multiple times to their resolution **** sometimes waiting on hold for over an hourBusiness Response
Date: 01/19/2024
Our records show that the purchase order for the parts needed for the repair were sent to the Retailer on 8/11/2023. Any questions regarding the parts should be directed to the Retailer as they order the parts from the manufacturer.
Initial Complaint
Date:01/17/2024
Type:Service or Repair IssuesStatus: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 Guardsman protection plan for furniture purchased from ***** *****. Guardsman is now refusing to honor the warranty and repair/replace damage to the furniture clearly covered under the warranty.Business Response
Date: 01/19/2024
Our records show that we requested photos from you on 1/16/202 for the dining table. We also have claims for a sofa and an area rug and the technicians visit was rescheduled or missed multiple times. We show that an appointment is scheduled for 1/22/24 for the sofa and area rug. Once we receive the photos for the table they will be reviewed and someone will reach out to you. The terms of the protection plan do not provide for a refund of the plan.Initial Complaint
Date:01/16/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a furniture protection plan from Guardsman. I think the amount I paid was 311 dollars. I had filed a claim and they sent a technician out in July 2023 and he said he would order the defective part and it would be shipped to my home. I heard nothing or received any parts so I called them in October and she told me the part was NOT ordered but she would order it that day. I have been calling for days to check the status of where my part is and how much longer it will be and they will not answer the phone. Have been put on hold for hours and no one will answer. I want my money refunded at this point because they have no intentions of repairing my love seat. They are scammers that have taken my money!Business Response
Date: 01/30/2024
Our records show that the Retailer advised us on 1/18/2024 that the parts were no longer available. We show that we spoke with you and sent an email on 1/18/2024 and provided the available options and that we received your response on 1/22/2024 and the purchase order was sent to the Retailer on 1/24/2024. Any questions regarding the replacement loveseat should be directed to the Retailer.Initial Complaint
Date:01/12/2024
Type:Product IssuesStatus: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 filed a claim 8/14/23 for a damaged chair. A tech came out 9/7/23, on 10/28/23 Guardsman emailed claim options. On 11/15/23 I called Guardsman to explain the chair was part of a set and that set is now discontinued, and per the contract, the options should be different. I was on hold for 75min and no one answered so I emailed my request on 11/15/23 to re-evaluate the settlement.I rec'd an email on 12/13/23 with the new settlement options. I called 12/18/23 on hold 50min. and on 12/20/23 on hold for 45min no one answered either time in an effort to relay our decision. I then emailed on 12/20/23 asking how to settle this claim.I tried calling again on 1/10/24 and was on hold for 1 hour with still no one answering. Later on 1/10/24 I received an email from Guardsman that they tried to reach me and included an 800 phone number to call M-F 10am-2pm EST. There is no record on my phone they attempted to call (I checked my number on the original claim, and it is correct). On 1/11/24 I called the ******************** the email during the stated times and stayed on hold for 30 minutes will still no one answering.On 1/12/24 I responded to this last email stating that I still cannot reach someone.I just want to settle this claim.Business Response
Date: 01/19/2024
We do apologize for the long hold times. Our records show that we spoke with you on 1/18/2023. The purchase for the store credit has been sent to the Retailer and the buy back has been completed. Any questions rregarding the store credit should be directed to the Retailer.Customer Answer
Date: 01/25/2024
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:01/10/2024
Type:Service or Repair IssuesStatus: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.
Claim ******** I have been trying to get a hold of guardsman to complete my claim to be able to go and get another sofa at Nebraska furniture Mart I have been calling and have been on hold for more than an hour and then getting hung up on they sent an email to call and no one Awnser horrible customer care I have called almost every day I have also sent an email for some one to return my call they shouldnt sell this so call furniture insurance warranty or whatever they want to call it protection plan they are just liars horrible horrible responseBusiness Response
Date: 01/11/2024
We do apologize for the long hold times. Our records show that we spoke with you on 1/9/2023 and we have sent the purchase order for the store credit to Nebraska Furniture Mart. Any questions regarding the store credit should be directed to the Retailer. It may take **** days for them to process the store credit.Initial Complaint
Date:01/10/2024
Type:Service or Repair IssuesStatus: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.
Good morning, I paid for an extended warranty in 2019. I filed a claim in August 2023. A technician came to my home and submitted the claim (We have received the technicians information and reviewed it. We are going to order the left *************** & right facing seat cores. The part(s) can take **** weeks to receive. However, the parts can take a little longer if coming from overseas. Once you receive the part(s) please give us call so that we can install the parts at **************. Due to the plan being a one-time replacement, the new parts would not be covered under the plan in the future if another stain or damage occurs.) I have received no other information since August on when to expect the replacement parts. I have been on hold repeatedly for hours with no assistance. Very frustrated by this whole experience. Request ID ******** , Protection Plan *****948.Business Response
Date: 01/18/2024
Our records show that the following email was sent to you on 11/6/2023. We do not show receiving a response. Please respond to the email with which option you would like to choose and we can complete the claim.
From: Guardsman Consumer Options
Sent: Monday, November 6, 2023 8:33 PM
To: ************************
Subject: GUARDSMAN# ********-STEINHAFELS
Hi,
We received an update from the store advising the parts and the sofa are not available for replacement. Here are the options available for the Sofa.
A)Settlement option: ****
Guardsman will send you a check in the amount of $410.00.
You will keep the **** as is and the protection plan will end on the ****.
******Please verify the address you would like the check mailed to with your emailed reply.
B)Reselection option: ****
Guardsman will authorize a store credit at the original store of purchase in the amount of $2049.00 which is what you originally paid for your ****. This allows you to choose merchandise in the store up to the above referenced amount. The store DOES NOT pick up the **** upon delivery of the furniture that you choose. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. Should you decide on the reselection, you will need to allow the store **** days to process the paperwork. Please be advised that upon issuance of the credit, you will have 60 days to use it. If you allow the credit to expire, Guardsman will not be able to reinstate it. Please keep in mind that if you choose for delivery through your retailer there *** be a delivery charge associated with it. Guardsman does not get involved with any delivery charges or taxes.
You will have 30 days to let us know how you would like to proceed with your request. You *** either respond directly to this email or you can contact us at ************ within our new business hours from 10am-2pm Eastern Standard Time ***** Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you. Emails are processed in the order received and *** take up to 30 days.
Thank you,
Claim Specialist
Guardsman
PO BOX 88010
************, ** 4512
**************Customer Answer
Date: 01/18/2024
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:01/10/2024
Type:Delivery IssuesStatus: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 2 adjustable base beds from Nebraska Furniture Mart in 2019, and purchased a Guardsman Protection Plan at $179.00. These adjustable bases have floor lights located under the frame. On one of our adjustable bases the light has stopped working. I placed a claim with Guardsman and they have received my claim. However they cannot provide any time frame when I should receive a response from them. They just keep telling me that there are other claims ahead of mine and as soon as they get to my claim they will call me. This is unacceptable. As a consumer I should be able to know an expected timeframe for a response.Business Response
Date: 01/18/2024
Claims are processed in the order received so the time frame for processing a claim varies depending on how many claims we receive. We do try to process the claims within 5 business days of receiving them. Our records show we received your claim 1/2/2024 and the claim was processed on 1/9/2024. We do show that an email was sent on 1/9/2024 at 4:04pm advising that the claim was not accepted for service. The terms of the protection plan state that you must report any damage/issue with bed to Guardsman within 30 days of the damage/issue occurring. The claim was submitted on 1/2/2024 and the claim form states that the issue occurred 5/8/2022. This exceeds the timeframe as outlined in the protection plan. We are unable to service this request.Customer Answer
Date: 01/18/2024
Complaint: 21119577
I am rejecting this response because:
The issue was not reported until now due to the issue being an intermiting issue. It completely stopped working at the beginning of January 2024.
Sincerely,
***************************Business Response
Date: 02/07/2024
Claims are processed in the order received so the time frame for processing a claim varies depending on how many claims we receive. We do try to process the claims within 5 business days of receiving them. Our records show we received your claim 1/2/2024 and the claim was processed on 1/9/2024. We do show that an email was sent on 1/9/2024 at 4:04pm advising that the claim was not accepted for service. The terms of the protection plan state that you must report any damage/issue with bed to Guardsman within 30 days of the damage/issue occurring. The claim was submitted on 1/2/2024 and the claim form states that the issue occurred 5/8/2022. This exceeds the timeframe as outlined in the protection plan. We are unable to service this request.
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