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
- 608 total complaints in the last 3 years.
- 131 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:09/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Guardsman warranty on my leather furniture from Steinhafuels. I put a claimed and got an email on July 3rd to tell me that they are reviewing it and I did not get an answer. I called and they told me to call ************ to see about this complaint and they only work Mondays and Tuesdays. I had called and put on hold several times for about an hour and nothing. I called Steinhafuels which is the company that encourage the purchase and they will not help.
Business Response
Date: 09/19/2023
Our records show that the appropriate department is reviewing the technicians report. They will contact you once this has been reviewed. The new hours for the department you need to speak with are Mon-Fri 10:00am-2:00pm EST if you would like to contact them.
Initial Complaint
Date:09/11/2023
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 purchased a recliner / Loveseat from ********* furniture in 2021. I purchased the3 Guardsman GOLD plan which is supposed to cover scratches, accidental damage, pet stains, pet scratches, etc for 5 years from purchase date. I submitted a claim last week to Guardsman because my dog scratched the leather furniture with her ******** just received a reply from Guardsman saying that they will not be covering the claim because I did not report it in enough time? It just recently happened so I am not sure what they are referring to as reason to not cover. I try to call customer service and they make it impossible to speak with anyone. They hope you will hang up which is why they don't tell you how much longer in que you have or how many are ahead of you.Business Response
Date: 09/14/2023
Our records show that the claim was submitted on 9/7/2023 and on the claim form it was reported that the damage occurred on 7/31/2023. The terms of the protection plan state that any damage to the furniture must be reported within 30 days of when the damage occurs. We are unable to service this request according to plan terms.Customer Answer
Date: 09/14/2023
Complaint: 20587510
I am rejecting this response because this rule is an unfair business practice unless you are sitting with your guardsman policy, which no one gets from the furniture dealer, you would not be aware of the 30 day rule. All the customer is told is that it is a 5 year policy against any defects, scratches, accidents, etc. on the website when you are filling out the claim it doesnt state this. So basically, guardsman is hoping that no one know this so they can give you the middle finger. So here is what I am going to do. I am going to stand outside of the havertys location that I bought my furniture from with a sign that reads Ask me why you should NEVER purchase the guardsman furniture policy. I would imagine that the monetary loss from the amount of customers that elect to not buy a policy will far outweigh the minimum cost to repair my furniture!
Sincerely,
*************************Business Response
Date: 09/19/2023
The protection plan was sent on 12/14/2021. The protection plans can also be reviewed at the Retailer at the time of purchase. All claims are processed according to plan terms. We do show that as a one time courtesy the claim has been overturned and a purchase order has been sent to the Retailer to replace the loveseat. Any questions regarding the replacement should be directed to the Retailer.Customer Answer
Date: 09/19/2023
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.
Sincerely,
*************************Initial Complaint
Date:09/11/2023
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.
Business offers repair or replacement upon damage . No options have been grantedBusiness Response
Date: 09/18/2023
We do apologize for the delay. Our records indicate that the technician has submitted his report and we have forwarded the claim to the appropriate department. They will reach out to you with available options in the next few days.Customer Answer
Date: 09/18/2023
Complaint: 20586761
I am rejecting this response because:youve had a total of 75 days to decide what is needed. **************** always instructs to speak to the resolution **** which only works Mondays and Tuesdays at number ********** from ****pm. I have called 5 times and been in hold for 3 hrs, how is this acceptable
Sincerely,
*********************************Business Response
Date: 09/19/2023
Our records show the email below was sent on 9/18. Please respond to the email with the option you would like and we can complete processing the claim.
From: Guardsman Consumer Options
Sent: Monday, September 18, 2023 10:25 AM
To: *********************
Subject: Overstock.com rug / ******** / options
Good morning,
We have completed the review of the technician's report from your recent appointment for the rug. The technician was unable to remove the stains.
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 $50.00
You will keep the rug as is and the protection plan will end on the rug.
******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 $175.99 which is what you originally paid for your rug. This allows you to choose merchandise in the store up to the above referenced amount. The protection plan does not carry over to the new rug, but your store *** allow you to purchase a new plan on the new rug.
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 ************. 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
**********************
An ****************** Company
1************
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.Customer Answer
Date: 09/19/2023
Complaint: 20586761
I am rejecting this response because:i have not yet received confirmation that option B : $175 credit will be generated till then I would like this case open please . I sent an email with no response
Sincerely,
*********************************Initial Complaint
Date:09/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a sectional living room set from Overstock.com 9/19/21 and bought a warranty from Guardsman Protection plans. I have had 2 release catches break which I notified Guardsman of in Nov 2022 and then again in Feb 2023. It took several months to get a technician to look at the side and I'm still waiting for any response from Guardsman to follow up. I've been on hold for 55 minutes at least on each call to them. This company needs to be held accountable for the lack of customer service.Business Response
Date: 09/14/2023
Our records show that we did attempt to order replacement parts on 6/27/2023. We were advised on 8/20/2023 that the parts were not available. We did send the email below on 8/20/2023 with the available options. Please respond to that email so that we can complete the claim.
nt: Sunday, August 20, 2023 3:57 PM
To: *******************
Subject: Options for Guardsman Service Request #******** / OVERSTOCK.COM
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 $535.00
You will keep the 2 SOFAS & RECLINER as is and the protection plan will end on the 2 SOFAS & RECLINER.
******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 $1,787.52 which is what you originally paid for your 2 SOFAS & RECLINER. This allows you to choose merchandise in the store up to the above referenced amount. 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.
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:09/11/2023
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.
Bought a La-Z-boy Recliner in 7/2/2019. Something broke inside the chair in the end April of 2023 and you could not recline it anymore or you would fall back. I filed the claim about the first week of May. Went back and forth with emails asking for copies of documents. Even made me send them the back of their own warranty. Took a while before a tech finally came out. After looking he said he would not be able to repair it and it would need to be replaced. After that I got an email asking for more docs to be sent to them about the recliner (ACK #). This was sent on 7/24/23. Since then, I cannot get a hold of anyone in the resolutions department. I have called on several occasions and been on hold forever. I usually just get aggravated and hang up. The only updates I get are if I call the tech scheduling number. They actually answer but can't really help me. They read me any new notes and then transfer me to the number that on one answers. As I am writing this complaint I have been on hold for 2 hrs, 39 minutes and 35 seconds! Ridiculous. Why BBB do they have an A+ rating. All I see are complaints and their review rating is 1.05 out of 5. I bet it would be lower if you could rate with negative stars!! Worst Company EVER!Business Response
Date: 09/12/2023
We do apologize for the long hold times and the delay in completing our claim. We do show that we need more information from the technician, however, we have not received a response from him. We have forwarded this to the appropriate department so that they can follow up on this.Customer Answer
Date: 09/15/2023
Complaint: 20586596
I am rejecting this response because:
The Technician had already done his part. It was the resolution department that never followed up. A representative has been in touch and is working on a resolution but its still remains a problem until the recliner is ultimately fixed.
Sincerely,
****** & *************************Business Response
Date: 09/19/2023
Our records show we were notified on 9/15 that you had received the parts and a work order was sent to the technician to install the parts. The technician has confirmed the work order and will contact you to schedule an apointment. If you would like to reach out to them the phone number is ************Customer Answer
Date: 09/24/2023
Complaint: 20586596
I am rejecting this response because:
It Is now 9/24 and I still have not hide nor hair about a technician. No one has reached out about a repair!! Seems about right for this company. A resolution is still but a dream.
Sincerely,
****** & *************************Business Response
Date: 10/02/2023
Our records show that an appointment was scheduled for 9/30. If the technician did not keep this appointment please contact the service center at ************ Mon-Fri 8:30am-6:00pm EST.Customer Answer
Date: 10/02/2023
Complaint: 20586596
I am rejecting this response because:
No appointment was made with me. Regardless i was home all day on 9/30 and no one showed up. This is getting ridiculous. I just want a functioning chair.
Sincerely,
****** & *************************Business Response
Date: 10/09/2023
If you have not heard from the technician, please contact the service center at ************.Customer Answer
Date: 10/09/2023
Complaint: 20586596
I am rejecting this response because:
I have still not been contacted about the repair. I even was told to call the repair company myself and they still have not gotten back to me with an appointment. I called and left a message with Guardsmen representative **** and she still has not returned my call. This is the most unprofessional company i have ever dealt with.
Sincerely,
****** & *************************Business Response
Date: 10/18/2023
we have forwarded your information to the appropriate department for them to contact the technician office.Customer Answer
Date: 10/24/2023
Complaint: 20586596
I am rejecting this response because:
I was texted an appointment by the repair company but it is a date that i will not be in town. I called them to reschedule and they cannot at this time because the technicians only cone through every so often (according to costumer service rep). I asked for an estimate of when they might be back through and she had no idea. There is no set rotation of their service area apparently. So still no acceptable resolution in sight! Also left messages with Guardsman and still no call backs. Love the professionalism.
Sincerely,
****** & *************************Business Response
Date: 11/06/2023
Our records show that we received a phone call from the technician to update the appointment date to 11/15/2023. If this is not a date that you agreed to please contact the service center.Initial Complaint
Date:09/11/2023
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.
Filed a claim in May for claim number ********. Was sent an email on June 21st that said ***** days. It is now September 11th without any resolution. Have called twice and waited almost 2 hours both times and have not been able to get through to someone. This is a complete waste of money and if this company cannot process claims and answer phone calls they should not continue to sell warranties. This is an unacceptable business practice.Business Response
Date: 09/14/2023
We do apologize for the delay. Our records show that we did speak with you on 9/11/2023 and the parts have been ordered. Any question regarding the replacement parts should be directed to the Retailer.Initial Complaint
Date:09/07/2023
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.
bought the extended warranty on a sectional couch Dec 2020. In Jan 2023 we had issues with one of the recliners that had bent and wouldn't function properly. We filed a service request immediately in Jan. they said they put us on e service list I called again in April 2023 to see when they would be coming, They asked me to re-send The invoice which I immediately did..I called in again in May to see what was going on and hey sked me or pictures, which I immediately sent. I called again in June 2023 and they said they they were backlogged.I calle4d for the final time in August, a week ago and they stated that they would not honor our claim because we took too long to provide paperwork. service request #********...please bear in mind, they have changed dates and made claims. ******** PURCHASE WAS FROM jAGS Furniture **********. Dec24, 2020Business Response
Date: 09/14/2023
Our records show that the sales receipt was first requested when you called on 1/12/2023. The sales receipt was not included with the claim form. We sent an email requesting the sales receipt again on 2/6/2023. The sales receipt was not received in our office until 4/11/2023. The terms of the protection plan state that the claim form and all required documentation must be received in our office within 30 days of when you first report any damage to the furniture. As a courtesy, we allowed an additional 30 days from the date we sent the email on 2/6/2023, however, the sales receipt was still not received within 30 days. We are unable to service this request based on plan terms.
Customer Answer
Date: 09/15/2023
Complaint: 20569412
I am rejecting this response because: i never received a e mail requesting my invoice, if i did i would have sent it immediately as i did in April when i called to check the status of my claim and was told then they need my receipt. they also asked for pictures which i provided. if my claim was already denied why would they not have told me then. I also called in June to check the status of my claim and was told they are very busy and are backlogged. I was not told until Sept when i called that my claim was denied. they have had all my info and could have called me on the phone number i provided
Sincerely,
*********************Business Response
Date: 09/19/2023
The email was sent to ******************** on 2/7/2023 at 9:02AM and was not returned to us as undeliverable. . The sales receipt was also requested in the original phone call and was not received with the claim form. We are unable to service this request.Initial Complaint
Date:09/05/2023
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 this company. They had a technician come to my home. They were unable to repair the sectional. I received an email on July 13, 2014, 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 you are sent to a queue and put on hold. They never answer. I've waited several times for over an hour. I feel like this is a scam. They get your money for the warranty but then you can never contact them.Business Response
Date: 09/13/2023
We do apologize for the delay. Our records show the email below was sent on 9/12. Once the Resolution Team receives your response the claim can be completed.
: Guardsman Consumer Options
Sent: Tuesday, September 12, 2023 2:20 PM
To: ********************
Subject: Guardsman Service Request #******** NFM
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 $275.00
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 the sectional. The store will pick up the sectional upon delivery of the new. 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. 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 sectional replaced (see option B above). The store will NOT pick up the sectional upon delivery of the new if you pay Guardsman $345.00 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. 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
************Customer Answer
Date: 09/13/2023
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.
Sincerely,
*****************************Customer Answer
Date: 11/28/2023
Complaint: 20558821
I am rejecting this response because:I filed a previous complaint because this company would not respond to a claim filed and accepted. They then pretended to resolve the issue so I would say the issue was resolved. Since then they have not provided the promised voucher to Nebraska Furniture and have not returned any emails. I have attempted to contact them by phone but no one answers.
Sincerely,
*****************************Business Response
Date: 11/28/2023
Date Sent: 10/25/2023 1:09:22 PMOur records show the email below was sent to you on 10/24/23. The Retailer called to advise the sectional is no longer available. Please respond to the mail with your choice of options and we can complete the claim.
-----Original Message-----
From: Guardsman Consumer Options
Sent: Tuesday, October 24, 2023 12:31 PM
To: ********************
Subject: NFM- Guardsman Service 12348634
Hello,
Your retailer has advised that your items are no longer available.
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 $430.00 You will keep the sectional, chair, and ottoman as is and the protection plan will end on this piece.
******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 $2155.22 which is what you originally paid for your sectional, chair, and ottoman. This allows you to choose merchandise in the store up to the above referenced amount.
The store will pick up the sectional, chair, and ottoman upon delivery of the furniture that you choose. 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. 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 authorize a store credit at the original store of purchase in the amount of $2155.22 which is what you originally paid for your sectional, chair, and ottoman. This allows you to choose merchandise in the store up to the above referenced amount (see option B above). The store will NOT pick up the sectional, chair, and ottoman upon delivery of the new furniture you choose if you pay Guardsman $540.00 with a ***** Mastercard, or **************** card. The protection plan ends on the sectional, chair, and ottoman and 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 *** respond directly to this email with your decision or you *** 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.
*****
Resolution Account Manager, **********************
An ************ Company
*******************************************************************************; 49512
**************Initial Complaint
Date:09/05/2023
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.
Filed a claim with Guardsman on 3/1/23. Guardsman came and took pictures of the recliner and the condition of the couch. Said they would order an entire mechanism. Said mechanist was not shipped to our house until August 2023. September 5, 2023 a technician calls last minute saying he is on his way to fix the problem. No scheduling, no call to setup an appointment so I had to run home. The technician said his name was ****. My security cameras caught his face and his T-shirt said Guardsman. Upon entering he asked me what needed fixing. I showed him the box and said I would show him the couch. Instead, he proceeded to ************* and to approach my mother and in Spanish he said and I quote, who is this and does she need fixing so I can help fixing her. Both my mother and I felt unsettled and a little scared alone with that man I called Havertys whom we purchased the couch and warranty with and explained I dont want this hoodlum in my house. I just want them to replace the section portion that isnt working and not to bring that man to my house ever again. They said sorry, you have to call Guardsman and they need to make the order. I called Guardsman four times and only once a person answered the phone, listened and said he would cancel the order and transfer me to another department. I held for 40 minutes and nobody answers. I want them to replace my couch and not repair it. It is asinine to think I would allow their techs back into my house. It has been too long a wait to get my original problem fixed.Business Response
Date: 09/13/2023
We do apologize for any issues that you had with the technician. This will be addressed internally. Our records show that we spoke with you on 9/12 and that the purchase order to replace the sectional unit has been sent to the Retailer. Any questions regarding the replacement should be directed to the Retailer.Initial Complaint
Date:08/31/2023
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.
Just like all of the other reviews, Guardsman's has been nothing but a pain to work with. They have the WORST customer service I have ever experienced in my life. A technician came out for stains on our sectional and ruined my couch. The stains and odor are worse now and the cushions are all snagged. I have been trying to call since end of June to get through to a manager to assist and it has been terrible. They are not willing to help at all and keep referring me back to online, when I receive an error message there. I spent $15,000 and an additional extra $1,000 for the protection plan and they make it impossible. I think they do this so they don't have to cover anything. NEVER AGAIN.Business Response
Date: 09/07/2023
The technicians report submitted in June shows the stains were successfully removed. We spoke with you on 8/1 and advised that it had been more than 30 days since the technician had been in the home and new claim would need to be filed. We did not receive a new claim. We do show that several emails were sent to you today and as was advised we have reached out to the Retailer to see if the parts or items needed are available. Once we receive a response from the Retailer you will be contacted.Customer Answer
Date: 09/11/2023
Complaint: 20549962
I am rejecting this response because:I did not submit another claim because every time I tried to online, it gave me an error message. I called customer service many times and the representatives kept giving me the run around and couldnt help me. Even though the online message gave me an error. I explained this multiple of times as well. No one at Guardsman was helpful. I had to reach out to Havertys for assistance and luckily they were able to help me resolve. I did not receive any support from Guardsman.
Sincerely,
***********************Business Response
Date: 09/19/2023
As previously stated we reached out to the Retailer to see if parts were available and they did advise they were not. We show that a purchase order was sent to the Retailer for reselection on the sectional any questions regarding the reselection should be directed to the Retailer.Customer Answer
Date: 09/19/2023
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.
Sincerely,
***********************
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