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 FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

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:09/22/2023

  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 for a warranty for a sectional that I purchased through ***** furniture in *******. The protection plan was for five years said I could claim any damage that has that occurs once I filed the claim I received an email saying that none of my damage was covered because I did not report it in time. I then called the company to ask why this was not covered because the damage just occurred. The damage is still on my couch and should be covered under the warranty. I was never told I only had 30 days from when the damage occurs the damage is still occurring to this day. when I called customer service to ask why this damage was not covered the man was extremely rude told me it was not covered because I did not report it within 30 days even though I have a five-year warranty and the damage is still occurring to this day the man hung up on me.

  

  Business Response

  Date: 09/29/2023

  The terms of the protection plan state that any damage to the furniture must be reported to Guardsman within 30 days of the damage occurring.  The damage was reported to Guardsman on 8/30/2023 and the claim form states the damage occurred on 6/30/2023.  In addition, the staples coming out and cushions warping/losing firmness are not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:09/22/2023

  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.

  Filed a claim in May for buttons that have fallen off back of sofa. This has happened many times before. Technician came out and report was sent on 6/14 that parts need to be ordered. Nothing in weeks. Called and emailed and no response. Had to file another claim more buttons fell off. They asked for pictures which I sent and now they said a technician needs to come out. So now still no parts have been ordered almost 4 months later. I need the buttons ordered and for this is be fixed. It is just a go around so they dont have to fix anything.

  

  Business Response

  Date: 10/02/2023

  Our record show the original claim was for 2 buttons.  As a courtesy we added a third button to the claim but we advised that we need photos of the damaged sofa and also asked that you confirm if the missing buttons were on the inside back of the sofa.  We do show that we did receive the photos from you. We have forwarded this complaint information to the appropriate department for review to see if they can move forward with the claim.

• Initial Complaint

  Date:09/19/2023

  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.

  June ******************************************************************************* ***********************************************). To protect my investment, I purchased a 5 year Gold Protection Plan as insurance against potential future damage. In April 2023, I filed a claim for 3 makeup stains on a couch sectional following their lengthy process. Within 2 weeks, Guardsman sent a technician to examine the damage. He reported the stains in the pillows could not be cleaned but needed to be replaced, claiming it would take 2 weeks. He further explained the covers would be mailed directly to me, but he would need to install them and would clean the third stain (on the couch itself) upon his return. Since then Guardsman has dragged their feet and been unresponsive to my request. Today I received an email that they were going to order 2 pillow casings, but they were the wrong ones. Additionally, they claim it would take **** weeks to receive them along with instructions on how to replace them. There is no indication that a technician will return to clean the third stain. If the right replacements even arrive at the earliest time indicated, it will be 9 months from the start of this claim process. I do not see how this is considered fair or reasonable. I would prefer they keep the pillow casings, and refund me for the policy/contract they are not honoring in a timely fashion. They cannot be trusted to honor the policy in a timely fashion for future claims.

  

  Business Response

  Date: 09/26/2023

  We do apologize for the delays.  We show the parts have been ordered. Unfortunately, we have no control over how long the parts take to be received from the manufacture.  The parts have been ordered which is honoring the service agreement.  The terms of the protection plan do allow for a pro-rated refund, whether there have been claims made against the plan or not.  The amount of the refund would be $326.00.  This refund would end the protection plan and no further service would be provided , except for what has already been accepted. We would complete the service for the current claim.  Please contact the service center at ************ Mon-Tues and Thurs-Fri between the hours of 8:30am-5:00pm EST. If you would like us to process the refund.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20627398
  
  I am rejecting this response because: I understand Guardsman has no control over  time to deliver parts from a third party. However, they do have control over their process, which in this case take took 5 months. They are not capable of providing timely service on their part and I do not have faith in the business going forward. They only take phone calls 2 days a week (Monday and Tuesday). A prorated refund does not compensate me for my time on the phone, emails and general frustration with their custimer service (or lack thereof). 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/02/2023

  We do apologize for the delay.  We are following the terms of the plan in regards to the refund.  There is nothing further we can do. As previously advised please contact the service center at ************ Mon-Tues and Thurs-Fri between the hours of 8:30am-5:00pm EST. If you would like us to process the refund.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20627398
  
  I am rejecting this response because: Providing me a prorated refund does not adequately compensate me for Guardsman's lack of customer service requiring 5 months to order seat cushion covers. They say they are following the terms of the refund and there is nothing else they can do. They are following the terms of the refund, but they are ignoring the customer service aspect of this complaint. They did not deliver their advertised service in a timely fashion. They can do more, they just choose not to. If the contract says I can get get a prorated refund, I don't need the Better Business Bureau to accomplish that. I would like a full refund for their complacency and inefficiency. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  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 contacted Guardsman because I purchased its gold warranty plan . I filed my claim in August 23, 2023. I was told they received my claim 08/25:2023. They sent out a servicer who said he can service it but on 09/08/2023 they sent me an email citing We recently sent a technician to your home to service your furniture. The report has been received and indicates the technician was not able to make a high-quality repair to the stain and/or damage that you reported. Rather than make a poor-quality repair, your claim has been sent to our customer service team for review." Then they sent a conflicting email saying the servicer is going to contact me. something . Its 09/19/2023 almost a month since I have filed and I have been unable to use my covered sectional for almost a month ,this makes me think Guardsman is scamming consumers and not providing coverage for services we paid for. I need to let consumers beware to think before you pay for a furniture warranty with Guardsman. I have had to be without my sectional which is has Guardsman Gold coverage for almost a month. If it can not be repaired then replace it as my warranty I paid for states. Stop taking money from customers if you are not going to honor the services we pay for. Very frustrating and disappointing. Honor your warranty.

  

  Business Response

  Date: 09/26/2023

  Our records show that the technician submitted his report and advised that the cleaning would take longer than normal.  We do show that we approved the technician to come back to the home to do the cleaning.  Our records show  that we spoke with you about this on 9/19/23. We do show there is currently an appointment scheduled for 9/26/2023.  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20627351
  
  I am partly rejecting this response because the technicians showed up today to clean the fabric only and  told me the cushions inside the pillow casings could not be cleaned and needs to be replaced therefore my sectional was not fully cleaned and serviced. Guardsman needs to replace the inside cushions that the technician could not clean. Per my warranty if the product can not be fully clean then the components needs to be replaced. I just want Guardsman to fully adhere to their warranty. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  The technicians report shows the cleaning of the seat casings was successful.  The protection plan does not provide for  replacement cushion cores.  

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20627351
  
  I am rejecting this response because: My warranty covers the replacement of the covered product if the damage or stain to the furniture is not repaired. The technician on site informed me that they could not fully clean the sectional therefore my sectional is still holding a smell and it is still not able to be used. Guardsman does not stand by its warranty in replacement of furniture that has not been successfully repaired to the same condition it was prior to the incident that cause the damage to the product. Through my own research there are many incidents of customers getting the same response when Guardsman does not abide by their warranties. Local businesses that use this warranty company should be made aware that this company does not take care of their customers and should reconsider selling fraudulent warranty protection plans to unsuspected consumers. Pictures of a couch cannot show the removal of odors. The odor still remains, and I was told why it will remain by the on-site technician Guardsman finally sent out. Because this sectional sat for over a month,Guardsman should be aware that the problem is not an easy fixed and the delay in cleaning the furniture would be more involved. Moreover , why would a technician who was unable to complete the job tell Guardsman they did not do that job and risk not getting compensated. Guardsman charges over $600 .  warranties that they do not stand by and that is consumer fraud. If the furniture cannot be brought back to its condition prior to the incident that cause the condition then Guardsman needs to replace the furniture, and not try and focus on cushions. Cushions are only a part of the actual furniture and I do not like this deceptive behavior in Guardsman avoiding replacing irreparable furniture. If they are not willing to replace the furniture, then reimburse me for my warranty and I will inform customers on my platform about their deceptive actions on customers who trusted their furniture company with a warranty purchase that would help them when needed not abandon them. It is unacceptable and there are other consumer protections agencies outside of BBB that can actually inform the public of Guardsmans actions or failure of actions.
  
  Sincerely,
  
  *******************************
  

  

  Business Response

  Date: 10/11/2023

  Our records show the following emails were sent to you on 10/9/2023.Once we receive your response we can finalize the claim.

  From: *********, Elba 
  Sent: Monday, October 9, 2023 3:28 PM
  To: ******************
  Subject: GUARDSMAN# ********-HAVERTYS
  
  Hi,
  
  We regret to hear the odor remains on the cushions you cleaned.  The protection plan covers odors on removable cushions as you are standing in front of the Sectional please let us know which cushions have the odor after our service technician treated the cushions?
  
  CORNER:  removable  left and right back cushions and removable seat cushion.
  ARMLESS SOFA:  removable left, middle and right back and seat cushions.
  
  
  Thank you,
  
  ****
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************

   

  rom: *********, Elba 
  Sent: Monday, October 9, 2023 3:30 PM
  To: ******************** <******************>
  Subject: RE: GUARDSMAN# ********-HAVERTYS
  
  Hi,
  
  Oops, I forgot to add the other Units of the Sectional.
  LEFT ARM FACING SOFA:  removable left, middle and right seat and back cushions.
  RIGHT ARM FACING CUDDLER CHAISE:  removable left and right back cushions and removable seat cushion.
  
  Thank you,
  ****
  
  
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20627351
  
  I am rejecting this response because: I have submitted a reply directly to Guardsman's email  letting them know where the damages still linger and I am awaiting Guardsman to find a solution to the pictures and information I forwarded to them via email response on October 9, 2023. Again the the longest part of the sectional , needs to be completely repaired in order for the furniture damage, covered under my warranty, to be completed and resolved. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/24/2023

  Our records show the following email was sent to you on 10/17/23 advising the purchase order has been sent to the Retailer.  Any questions regarding the replacement parts should be directed to the retailer.

   

  From: **************************** <******************************************************> 
  Sent: Tuesday, October 17, 2023 4:47 PM
  To: Fel <******************>
  Subject: RE: GUARDSMAN# ********-HAVERTYS
  
  Hi,
  
  I apologize for the delayed response and thank you for the photos!  We need to order the removable right and left removable cushions (casing and core) for the Left Arm facing sofa.
  We have sent an order to Havertys to order them for us. Due to the global supply chain challenges, we are experiencing extended delays on Parts orders from manufacturers.  Havertys will reach out to you with updates from the manufacturers as they receive them. Part orders can normally take **** weeks to receive, however; with the added delay, the parts can take a little longer especially if coming from overseas. The new removable right and left removable cushions (casing and core) for the Left Arm facing sofa. will no longer be covered under plan.  Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer.
  
  
  
  Thank you,
  
  

  Customer Answer

  Date: 10/25/2023

   
  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.
  Guardsman and Havertys has reached out to me and the necessary parts has been ordered per Havertys. Thank you wholeheartedly BBB and Guardsman for your response & resolution. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/19/2023

  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 am writing to express my deep dissatisfaction and frustration regarding my experience with the Guardsman Furniture Protection Plan, which I purchased to safeguard my furniture investment. Unfortunately, my experience has been anything but satisfactory, and I feel compelled to bring these issues to your attention.In March 2023, I submitted a claim under my Guardsman Furniture Protection Plan due to damage to my furniture ( covered under the plan). ********'s company promptly dispatched a technician to my home to assess the damage. The technician confirmed that the damage fell under the coverage provided by my protection plan and assured me that the issue would be resolved once he completed his report. I was told that a member of the Guardsman team would reach out to me to schedule the repair or replacement.However, after the initial assessment, I waited patiently for almost a month, anticipating contact from Guardsman, but received no correspondence whatsoever. It wasn't until May 8th, nearly five weeks later, that I finally received an email from your follow-up team. The email stated that I would be contacted within **** days after receiving that message but never did- one ever contacted me about my claim and or technical appointment and a final verdict and if or when my sectional would be fixed.Today is September 19th, I have yet to hear back from Guardsman regarding my claim. This prolonged delay is unacceptable and has left me extremely frustrated and dissatisfied with the level of service I have received. It is worth noting that the email from Guardsman does provide a contact number to call during your company's limited open hours, which are only two days a week. I have diligently called this number countless times, often spending hours on hold, only to be directed to voicemail. I have left several voicemails but have not received a single call back. I have also made numerous attempts to reach out via email and have received no response. The few agents I did reach kept directing me to dial the same number I had been dialing for months.This situation has left me feeling as though I have been deceived and taken advantage of. I am paying for a protection plan that I cannot utilize, even after my claim was seemingly "approved" or when technicians visited my home because there is simply no way to get in touch with the correct team to have my claim finalized.At this point, I am left with no alternative but to request one of the following resolutions:Expedited resolution of my furniture damage under the terms of my protection plan, including a clear timeline for repair or replacement.A full refund of the money I have invested in the Guardsman Furniture Protection Plan.I urge your company to take immediate action to address this matter, as it reflects poorly on the integrity and quality of your services. I hope that Guardsman can uphold its commitment to customer satisfaction and promptly rectify this situation.I kindly request a prompt response to this complaint outlining the steps this company will take to resolve my concerns. Please provide a clear timeline for action so that I can finally have confidence in the Guardsman Furniture Protection Plan that I purchased.Thank you for your attention to this matter. I look forward to hearing from you and achieving a resolution to this ongoing issue.Sincerely,****************** ************ **************** In response to Nebraska Furniture Sectional ******** Claim with Guardsman **************

  

  Business Response

  Date: 09/26/2023

  We do apologize for the delay.  We did need some additional information from the technician.  Our records show the email below was sent to you on 9/20/2023.  Please respond to the email with the option you would like to choose and we can complete the claim.

  Sent: Wednesday, September 20, 2023 7:49 PM
  To: ****************
  Subject: Options for Guardsman Service Request #******** / NEBRASKA FURNITURE MART
  
  Hello,
  
  Here are the options that are available to you for Service Request #********
  
  A)Settlement option:
  
  Guardsman will send you a check in the amount of $285.00
  You will keep the SECTIONAL as is and the protection plan will end on the SECTIONAL.
  ******Please verify the address you would like the check mailed to with your emailed reply.
  
  
  B)Replacement of the SECTIONAL
  
  Guardsman will send a purchase order to the store to have the SECTIONAL replaced. Replacement of the SECTIONAL will end the protection plan on SECTIONAL.  You will need to give back the SECTIONAL you currently have when you receive the new SECTIONAL.  Should you decide to have the SECTIONAL replaced, you will need to allow the store **** days to process the paperwork.  Any questions regarding the status of the replacement after the purchase order has been sent should be directed to your retailer.  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. 
  
  
        B-1) Buyback option:
  
  Guardsman will send a purchase order to the store to have the SECTIONAL replaced (see option B above). The store will NOT take back the SECTIONAL you currently have when you receive the new SECTIONAL if you pay Guardsman $430.00 with a ***** Mastercard, or **************** card. The protection plan ends on the SECTIONAL.  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. 
  
  ****Please call in to make the buyback payment.  Orders cannot be processed without a payment being made upfront.
  
  
  
  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 ************. 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,
  
  Guardsman Account Manager
  
   
  

   

• Initial Complaint

  Date:09/19/2023

  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 ********* chairs and a Guardsman Furniture Elite 5 year Protection plan. EVERY claim I submit is rejected. My plan clearly states that food or beverage stains are covered.

  

  Business Response

  Date: 09/26/2023

  Our records show that we have three claims.  One claim reports cracking/peeling of the leather/normal wear and tear, which is not covered under the plan. The second claim was for unknown stains also, not covered under the plan.  The third claim was for food and beverage.   The unknown stains and the food and beverage stains were both denied for not reporting the stains within the required 5 business day timeframe as outlined in the protection plan.  The stains were reported on 9/11/2023 and the claim forms state the stains happened on 8/26/2023.  We are unable to service this request.

  .

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20626447
  
  I am rejecting this response because:
  The stains were noticed on 9/11, the cracking was noticed on 8/26. My error.  Please stop giving ridiculous excuses for not covering the warranty.  Have you seen your reviews? I have never seen anything so horrendous. Do the right thing!!!!
  Sincerely,
  
  ***** Draws

  

  Business Response

  Date: 10/02/2023

  Claims are processed based on the information provided on the claim forms. As previously advised the claim forms state the stains occurred on 8/26/2023.  We are unable to service this request.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20626447
  
  I am rejecting this response because: Guardsman is a scam!
  
  Sincerely,
  
  ***** Draws

• Initial Complaint

  Date:09/19/2023

  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 furniture from Havertys in ***** *****. We purchased the guardsmans Gold 5 year warranty One of the swivel chairs broke. The springs that hold the bottom cushion came loose. I mailed the proper paperwork to Guardsmen. After several weeks of waiting for there reply I finally got through to them on the phone. I dont think they were ever going to contact me. They sent out a repairman who said he would get the parts and return within 2 weeks. This was August 21st. 2023. I have tried repeatedly to contact them by phone and email to see when they are going to return to repair the chair. You can not ever get a person on the phone. You are on hold for hours on end no matter when you call. The claims office has a separate phone number from the main office. I have repeatedly called the main office only to have them tell me to call the claims number. They say there is nothing they can do. It appears they will never return to finish the repair. I really think they delay claims on purpose to discourage people from filing a claim.

  

  Business Response

  Date: 09/26/2023

  We do apologize for the delay and the hold times. We do show that we need some additional information from the technician and are awaiting his response.  We have forwarded your information to the appropriate department and they will be in contact with you in the next few days.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20626363
  
  I am rejecting this response because:
  When I called ******** company they say they cant do anything until they get a work order from Guardsman     Your response was what I expected from you.  Always someone elses fault.     I will continue to reject any reply from you until you repair the chair.      Maybe if I file a lawsuit against You that will help you finish the chair repair.   
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/02/2023

  ** records show the following email was sent to you on 9/27/2023.  If you don't hear from the technician by 10/6/2023 please contact the service center a1.800.675.3603 Mon-Fri 8:30am-6:00pm EST.

   

  rom: ************ Request Followup 
  Sent: Wednesday, September 27, 2023 11:20 AM
  To: ********************
  Subject: Havertys 1 swivel chair / 12365456
  
  Good morning,
  
  We have received the technician's information and reviewed it.   We have approved the part replacement for the 10 spring clips and the repair estimate.   You should hear from the technician within 5-7 business days.  Due to the plan terms, the new ************************************************************************************* damage occurs.
    
  Thank you for choosing Guardsman.
  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20626363
  
  I am rejecting this response because:
  They appear to be dragging this repair out as long as they can.  Probably hoping I will just give up.   I will try to call ************ if I dont hear from ****************.    
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/09/2023

  We are not trying to delay service.  We needed additional information from the technician and we received the information on 9/26/2023. Our records show that we spoke with you on 10/6/2023 and transferred you to the technicians office.  If the technician has not scheduled an appointment with you please call the service center at ************.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20626363
  
  I am rejecting this response because:  the repair company did contact me.   They are supposed to be here 10/20.  This is 2 months since the ************ person was here 8/21 and said he will be back within 2 weeks.   Maybe 2 months is the same as 2 weeks to you.   Not to me.  I will continue to reject all your responses to see if the repair person actually shows up.   Since this has been such a fiasco I cant be sure of anything.  They might never show up.    
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:Claim ********. ***** said for me to contact her if the repair person did not show up. He did not show up today when he was supposed to they said guardsman had not ordered the parts. Should I hire a lawyer just to get the chair repaired. I think guardsman is delaying this on purpose.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/28/2023

  Date Sent: 10/27/2023 7:50:04 AM
  We do apologize.  Our records show that everything was set for the technician to install the parts.  We have forwarded your information to the appropriate department for review and someone will be in contact with you.

• Initial Complaint

  Date:09/19/2023

  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 filed a claim with this company for repairs under a warranty through them. They had a technician come to my home twice. They were unable to repair the recliner. I received an email on July 28, 2023 stating ,"We recently sent a technician to your home to service your furniture. The report has been received and indicates the technician was not able to make a high-quality repair to the stain and/or damage that you reported. Rather than make a poor-quality repair, your claim has been sent to our **************** team for review." I have attempted to contact this company for a status update, but I am sent to a queue and put on hold. They never answer. I've waited several times for over an hour. I even called from two different phone lines, my cellular and land line at the same time and no one answers. My claim number is ********.

  

  Business Response

  Date: 09/26/2023

  We do apologize for the delay and the wait times.  Our records do show the mail below was sent on 9/20/23.  Please respond to that email with which option you would like and we can completed the claim.

  rom: Guardsman Consumer Options 
  Sent: Wednesday, September 20, 2023 5:20 PM
  To: ****************
  Subject: Guardsman Service Request #******** ***** *****
  
  
  Good afternoon,
  
  Here are the options that are available to you for Service Request 
  
  A)Settlement option:
  
  Guardsman will send you a check in the amount of $850.00
  You will keep the recliner as is and the protection plan will end on the recliner.
  
  ******Please verify the address you would like the check mailed to with your emailed reply.
  
  
  B)Replacement of the recliner
  
  Guardsman will send a purchase order to the store to have the recliner replaced. Replacement of the recliner will end the protection plan on the recliner.  The store will pick up the recliner upon delivery of the new.  Should you decide to have the recliner replaced, you will need to allow the store **** days to process the paperwork.  Any questions regarding the status of the replacement after the purchase order has been sent should be directed to your retailer.  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. 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.
  
  
        B-1) Buyback option:
  
  Guardsman will send a purchase order to the store to have the recliner replaced (see option B above). The store will NOT pick up the recliner upon delivery of the new if you pay Guardsman $990.00 with a ***** Mastercard, or **************** card. The protection plan ends on the recliner.  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. 
  ****Please call in to make the buyback payment.  Orders cannot be processed without a payment being made upfront.  Chase cards and ********* cards are not accepted.
  
  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 ************. 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,
  
  Resolution ************************************************* Center
  An ************ Company
  ************

   

• Initial Complaint

  Date:09/18/2023

  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.

  On 3/17/22 I purchased an outdoor sectional, end ************** table. In addition I purchased the 5 year protection plan through you for Guardsman. The sectional is needing some stains cleaned and I have attempted to start the process of submitting a claim - the incident took place on Saturday Labor Day weekend when my friend's child was playing in the yard & jumped on our patio furniture leaving dirt and mud stains in the light fabric on 2 of the cushions. On September 5th, I called them to start the claim process. I was on the phone for almost 30 minutes just getting added to their system, etc. I was supposed to receive a link to upload the photos and file a claim. I never received anything. I called back several days later and had to go through the process again. This time it took nearly 45 mins. I received the link and immediately uploaded the photos and filed the claim. I attempted to check the status online and nothing existed for over a week. Today I get an email stating my claim was denied "The damage you reported is accumulation of stains, soil, or damage from repeated use, which is excluded from coverage under the section of your protection plan titled "Ineligible Furniture and Components." In some protection plans, this exclusion can be found in section 7."It feels very scammy. At this point I would have been better off just paying someone $300 to come professionally clean the material, but I was promised that this protection plan was fabulous and it was sold to me very well. I would just like the cost of this warranty refunded since it clearly doesnt cover what it states to protect and it is very hard to make a claim, reach a person, etc.

  

  Business Response

  Date: 09/19/2023

  The Guardsman protection plan services for a specific list of stains and damages.  The protection plan does not provide overall cleanings or cleaning for dust/dirt.  The terms of protection plan also do not provide for a refund of the protection plan.  Please refer to your protection plan for terms and coverage.

   

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20620444
  
  I am rejecting this response because: As I stated on both calls to your call center a specific incident caused said damage to the cushions, which your protection plan should cover per your terms. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/27/2023

  The claim form states that it is "dust and dirt from the surrounding yard." That is not a specific incident.  in addition, dirt stains are not covered under the protection plan, regardless of what caused them. We are unable to service this request.

• Initial Complaint

  Date:09/18/2023

  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 when I bought my sectional in November 22.I put in a claim end of June. A technician came to look at the damage on August 7, 2023. He said he would send the report to the customer service resolution department and they could contact me.Since then I have tried calling several time to receive an update. Each time I am on hold for over an hour and no-one EVER picks up. I even sent an email and have not got a response. From now reading reviews on this company, this seems to be a common occurrence. It appears this company is a scam.

  

  Business Response

  Date: 09/19/2023

  We do apologize for the delay.  We have received the technicians report.  These are reviewed in the order received and typically reviewed within ***** days of the day we receive the report.  We did receive the report on 8/8/2023. If you have not heard from anyone by 9/22 please contact the service center at ************. The phone hours for the department you need to speak with are Mon-Fri 10:00-2:00PM EST