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:08/30/2023

  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 have been waiting over a month for a solution for our broken recliner. The Guardsman Protect plan isn't worth the hassle and the extremely long wait. We put in a service claim in the middle of May and didn't receive any contact until I called the first week of June and then had to deal with a very rude customer service employee. Received a notice about needing a store receipt and other info sent that all off without issues and finally got an inspector to come out but now I have been waiting since July 14th for some resolution. The chair is so broken down it is causing back issues and we don't have any replacement furniture to use while waiting. The wait times are absolutely deplorable for the amount of money spent on this warranty.

  

  Business Response

  Date: 09/07/2023

  We do apologize for the delay.  Once the technicians report is received it they are generally reviewed within ***** days.  We have forwarded your information to the appropriate department and someone should be reaching out to you in the next few days.

• Initial Complaint

  Date:08/29/2023

  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 a additional warranty for a mattress that was purchased through Dreamcloud for stains and spills. On 9/22/2021 for 10 years. I recently put in a claim with them for a stain from a dog that was wet running across the mattress. For which was supposedly covered any Type of stain. Sent pictures into the company and received a email from guardsmen saying they would send me a stain remover for which they did and was told to notify them the outcome of the stain. I used the stain remover and it did not remove any of the stains. I notified the company of the outcome and spoke with several different representatives for which they are not wanting to cover the claim and calling it a accumulation of stains for which its not and they were notified of this right away. I would like my money back or them to cover the claim and send a representative to get the stain out of the mattress. Thankyou for your help.*************************

  

  Business Response

  Date: 09/07/2023

  The photos received with the claim show an accumulation of over lapping stains across the top of the mattress.  The protection plan does not cover for accumulation of stains.  The terms of the protection plan do allow for a pro-*rated refund based on the length of ownership.  In order to determine the amount of the refund we do need an itemized sales receipt.  The sales receipt can be mailed to the address below.  Please reference claim number ******** when sending this in. Please be sure the receipt has your information, the Retailers information, the purchase or delivery date, the furniture that was purchased and the Guardsman Protection Plan purchase.

   

  Guardsman

  PO Box 88010

  ************ ** 49518
  
  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20541026
  
  I am rejecting this response because:
  This was not accumulation of stains, this company was notified within a couple of days of the incident.  They sent a couple ounces bottle of cleaning fluid for which they were told verbally and by emails it made the mattress worse.  I want them to honor their protection plan and have a technician come out and clean it like they represented to me.

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

  

  Business Response

  Date: 09/14/2023

  We have no additional information to provide.  The photos show an accumulation of overlapping stains across the top of the mattress.  We are unable to service this request.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20541026
  
  I am rejecting this response because: the photos are not of a accumulation of stains.  It is a one time occurrence and the cleaning product they sent and told me to use made it worse which was documented to them several times 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2023

  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 bought a couch and loveseat from furniture world in ********** ********** in June 20 20 I bought the extended gold plan protection insurance from Guardsman for my furniture. During Fourth of July 2023 my dogs, chewed holes and both pieces of furniture. I contacted Guardsman on July 5 and put in a claim they sent somebody out to check it out. He said oh you need to have your couches reupholstered a month goes by and my holes are getting larger and larger I have tried to stitch them up. So they wont get any worse.still no communication with Guardsman been on the phone for ********************************************************************* back nobody called. I want my furniture replaced, or my money back for my furniture which says is covered because I have the gold plan, covers replacement or payment of the furniture. This company is fraudulent.

  

  Business Response

  Date: 09/07/2023

  We do apologize for the delay.  Our records show the following email was sent to you on 9/1/2023.  Any questions regarding the replacement should be directed to the Retailer.

   

  From: ************ Request Followup 
  Sent: Friday, September 1, 2023 6:08 PM
  To: *************************
  Subject: GUARDSMAN # ********-FURNITURE WORLD
  
  Hi,
  
  We apologize for the delay in resolving your claim for the Reclining Sofa and Reclining Loveseat.  We are not able to repair the damages Guardsman will be sending over a purchase order to the store to replace the Reclining Sofa and Reclining Loveseat. The store should contact you within about two to three weeks to advise you if in stock and to set up for the exchange of the damaged Reclining Sofa and Reclining Loveseat with the new Reclining Sofa and Reclining Loveseat. Upon delivery of the new Reclining Sofa and Reclining Loveseat the store DOES NOT pick up the old. The new Reclining Sofa and Reclining Loveseat will no longer be covered under the protection plan. Please keep in mind that if you choose for delivery through your retailer there may be a delivery charge associated with it.  Guardsman does not get involved with any delivery charges.
  
  
  Thank you,
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************
  

  Customer Answer

  Date: 09/07/2023

   
  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:08/29/2023

  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 submitted a claim on a sectional reclining sofa/loveseat to have cleaned. I stated that my dog had wet dog had rubbed against the couch and gotten the couch dirty which now needed to be cleaned. I received a denial on 8/24 stating that this was normal/general soiling and it is not covered. I reviewed my contract again and it states that MUD is covered for cleaning. I called and spoke with someone at Guardsman and I was told that because I did not state that it was MUD then it was not covered. I feel that this is a tactic used to deny claims based on wording.

  

  Business Response

  Date: 09/07/2023

  The claim form received reported dirty/dingy/general soiling from where pet rubbed against the sofa.  The photos received support that this was not from a one time incident but rather soiling across the front of the sofa that has accumulated over time, general soiling.  We are unable to service this request. 

• Initial Complaint

  Date:08/28/2023

  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 warranty on a recliner that I purchased at *********. The electric recline function stopped functioning, so I filed a complaint on 6/12/23. I received a request for a receipt of the purchase of the plan on 6/13/23, which was responded to on the same day. I followed ** in email when I did not hear back on 6/22/23. I received a call, and an appointment was scheduled. The Technician came to my home on 7/3/23. He said that he would need to order a part and if it was available, it would be shipped to me. If not, they would follow up with a replacement. On 7/13/23, 7/24/23, 8/20/23, and 8/25/23 I sent follow up emails with no response. On 8/24/23 I called and received a message that they only staff customer support on Monday/Tuesday. I called on 8/28/23 and held for more than 1 hour and 30 minutes. The recliner is no functional and I have had no response since the technician came to my home almost 60 days ago.

  

  Business Response

  Date: 09/07/2023

  We do apologize for the delay.  Our records indicate that the email below was sent on 8/31/2023.  Please contact us at ************** once the parts are received.

   

  From: ************ Request Followup 
  Sent: Thursday, August 31, 2023 10:17 PM
  To: ***********************
  Subject: GUARDSMAN# ********-HAVERTYS
  
  Hi,
  
  We apologize for the delay in resolving your claim for the Recliner.  We have sent a part purchase order to southern motion to order the switch for the Recliner.  Part orders normally take 4-6 weeks to receive due to delays with manufacturing it might take a bit longer specially if they are coming from overseas. Please contact us at ************** once you receive the part to contract the service technician to install. The new switch for the Recliner will not be covered in the future under the protection plan.  Any questions regarding the status of the part order please contact us at **************.
  
  Thank you,
  Claim Specialist
  Guardsman
  PO BOX 88010
  ************, ** 4512
  **************

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20533580
  
  I am rejecting this response because:

  The technician visited by home on 6/30/2023.  The report from the technician was received according to Guardian system on 7/3/2023.  It has been 9 weeks since I was told this part would be ordered and shipped to me.  The chair does not operate.   It has been way beyond the 4-6 weeks you have responded to with no ETA on when the part will be shipped.  The policy covers repair or replacement.  If they are unable to deliver a part in a reasonable amount of time, then a replacement should be provided.  A sometime in the future you will get the part, and then you can call the phone number that we do not answer on the only two days we staff it does not resolve my issue.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2023

  We do not have any control over how long the parts may take to be shipped by the manufacturer.  We did receive an update from the manufacturer and they have stated that the estimated date for the part to be shipped to you is 9/21/2023. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20533580
  
  I am rejecting this response because:  I do not want this complaint closed until my issue is resolved.  I have sent numerous emails prior to now that have gone unanswered and have not been successful in reaching someone by phone after waits of more than 2 hours.  Once the part has arrived AND the company has installed it, my complaint will be resolved satisfactorily.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/28/2023

  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.

  In Nov 2021 I purchased a 6 piece leather sectional from ****** along with a 5 year Guardsman protection plan. One piece of the section is damaged from possible hair oil. I submitted a claim stating that this portion of the section appeared to be discolored. I didn't state possibly reasons however based on area where the damage is, it is where my head/hair touches the sofa. Didn't know I needed to be specific. I was told that someone would come out and inspect the item to determine the cause. No one ever came out and today I received an email from Guardsman stating that fading /discoloration is not covered and that my claim is denied. I called and ask if someone could come out and look at the furniture. I was told no and that based on the photos it is not covered under the plan. I asked to speak to the next level of management and was told that there was no one. I then asked if someone could call me back and was told no. Not the type of customer service I expected. I would like to have the piece repaired or replaced and feel that Guardsman basically haven't listened or done anything. I am beginning to feel the plan is a sham.

  

  Business Response

  Date: 09/07/2023

  All claims are processed based on the information processed based on the information provided on the claim form.  the claim for reports fading/discoloration and states "not sure how the damage occurred".  Fading/discoloration and peeling is not covered under the plan regardless of what caused it.  These issues are listed under the What is not Covered section of the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:08/28/2023

  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 4/30/2019 we purchased an adjustable bed from Mattress WH and were sold a 10 year warranty with it. The motor stopped working on 8/8/2023 and I subsequently filed a claim with *********. As of today (8/28/23) my claim has not been processed, when I contact Guardsman for an update they tell me that they cannot give me an estimated time for claims processing. My bed is in an awkward position and currently unusable, I would like to hire my own repair person and receive a full refund back from Guardsman.

  

  Business Response

  Date: 09/07/2023

  Our records show your claim was processed and a technician was scheduled to come to your home on 9/6.  We have not yet received the technicians report.  If the technician did not come to your home on 9/6 please contact the service center at ************ Mon-Fri between the hours of 8:30am-6:00pm EST.  The terms of the protection plan do not provide for reimbursement or refunds.

• Initial Complaint

  Date:08/28/2023

  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 made a furniture purchase from Nebraska Furniture Mart on 02/16/2018 with delivery 06/14/2018. A 5-year protection plan was also purchased with the protection starting from the date of delivery.Within the warranty period, a claim was made (claim #********) in April 2023. Over the next several months we made contact a few times, mostly by my initiation and finally a technician came to my house to view the damage. The technician pushed the claim forward and said to wait for parts to be mailed. This was 2 months ago.During the entire time, ******** has claimed to have tried to contact me by phone unsuccessfully. I dont know how that is possible. I have received a text that I replied to. I have called at least a dozen times and been on hold for as long as an hour. Their service line hours are only on Mondays and Tuesday. I call most every week and no one will answer. Seems their traffic of phone calls justifies more hours of operation. I received a letter in August and they threatened to drop the claim if I dont respond!?!?! They claim to need more info, like which chair. 6 barstools were purchased ~ they dont have any recognizable markings to distinguish one from another.I believe they have no intention of resolving my claim. I have gone above and beyond in my efforts to actually speak to someone. There are other ways to communicate (snail mail) OR we could make an appointment for a call.

  

  Business Response

  Date: 09/07/2023

  The information regarding the two different types of bar stools is on your sales receipt.  The sales receipt on file identifies the bar stools as either a 30" bar stool or the backless stools that came with the cocktail table.  We sent a letter asking for this information on 7/14 and then we sent an email on 8/9. In addition, we have called twice.  You can email ***************************************** with this information.  Please include claim number 12336780 in the subject line.

• Initial Complaint

  Date:08/28/2023

  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 have filed a claim in May 2023. A technician came and said he is unable to fix the damage and I have to wait to hear back from Guardsman. I was aware that it may take up to 45 days until I hear anything so Ive waited patiently. The date that is on file for my claim is May 26, 2023. Today is August 28, 2023 which is well over 90 days after the claim was started. Ive tried calling multiple times within the last 2 weeks to ask about the status and been on hold for over 1 1/2-2 hours every time with nobody picking up on the other line. *** sent a message as well asking about the status. I have not heard anything from the company. Im currently on hold again waiting and hoping for customer service to pick up the phone. It had been so far almost 1 hour of hold time.

  

  Business Response

  Date: 09/14/2023

  We do apologize for the delay.  Our records show the e mail below was sent on 8/31/2023.  Please reply to the email with your choice of options.  Once this is received we will complete the claim.

   

  From: Guardsman Consumer Options 
  Sent: Thursday, August 31, 2023 2:24 PM
  To: **************************************
  Subject: Guardsman Service Request #******** CROSSROADS
  
  
  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 $380.00
  You will keep the sofa and loveseat as is and the protection plan will end on the sofa and loveseat.
  
  ******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 $1899.00 which is what you originally paid for your sofa and loveseat. This allows you to choose merchandise in the store up to the above referenced amount. 
  
  The store will pick up the sofa and loveseat 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. 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 authorize a store credit at the original store of purchase in the amount of $1899.00 which is what you originally paid for your sofa and loveseat. 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 sofa and loveseat upon delivery of the new furniture you choose if you pay Guardsman $570.00 with a ***** Mastercard, or **************** card. The protection plan ends on the sofa and loveseat 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.  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 *** 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.  Emails are processed in the order received and *** take up to 30 days.
  
  
  Thank You,
  
  Resolution ************************************************* Center
  An ************ Company
  ************

   

   

   

  Customer Answer

  Date: 09/14/2023

   
  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:08/27/2023

  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.

  On 1 Sep 23, I purchased a Party Time Sofa and Love Seat from **************** Galleria *********************************************************************************, the furniture included insurance with Guardsman's total cost of $3,238.92. I received the sales receipt (invoice#****) and a Guardsman pamphlet, the furniture arrived at our home in good condition. In March 23, while moving the furniture from our living room to the basement area, when moving the furniture got damaged ripped/torn and caught on a jagged edge of a rough corner of the wall or stair railing. The wiring underneath got stepped on and ripped loose. When the incident happened I contacted Rotana ********* Galleria where I purchased the furniture and Ashley ********* store since it was a brand-name item. Making several attempts to contact the correct department. After searching and communicating with the furniture store finally discovered I had been given a Guardsman information to submit a (claim# ********). Time I had lapsed beyond the initial claim date/time after receiving an email dated 18 Aug 23, informing me my claim was denied because I wasn't in compliance with the Guardsman Protection Plan titled "Requirements for ******************** I am now aware there was a Guardsman Protection Plan to refer to, but I didn't have a copy of that document. The misunderstanding is I had a Guardsman pamphlet when I purchased the furniture, not a Guardsman Protection Plan which I didn't have. Making several attempts when contacting the Guardsman *********************** **************) the representative I spoke with to explain my dilemma just transferred me to elevated service or complaint, which I left my name, return number, and claim# to resolve this matter, no returned call as of yet. I really need help and assistance to find a reasonable resolution to getting my furniture repaired, under these misfortunate situations. Thank you in advance for your attention to this matter,

  

  Business Response

  Date: 08/31/2023

  Our records show that we received your voice mail on 8/25/2023 and returned your call on the next business day 8/28/2023. . All claims are processed according to plan terms. Our records show the claim was submitted on 7/28/2023 and the claim form states the damage occurred on 4/27/2023.We are unable to service this request.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20528310
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/06/2023

  Reason I disagree with decision at date of purchasing the furniture/protection plan I wasn't provided a copy of Guardsmen  policy agreement.  If Guardsmen wants me be in compliance to a plan I could not refer to or any knowledge.

  Is there any other way this matter could be resolved.

  

  Business Response

  Date: 09/14/2023

  Our records show that we received your voice mail on 8/25/2023 and returned your call on the next business day 8/28/2023.  All claims are processed according to plan terms. Our records show the claim was submitted on 7/28/2023 and the claim form states the damage occurred on 4/27/2023.We are unable to service this request.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20528310
  
  I am rejecting this response because:

  In response to Guardsman regarding my complaint ID ******** dated 27 Aug 23. Yes your records showing that my claim was submitted on 28 Jul 23 and the claim form states the damage occurred on 27 Apr 23, Guardsman stating they are unable service, help or support this claim.  Stating in my original complaint when I purchased the Party Time Sofa and Love Seat from Rotana Furniture, which included a five year insurance plan and furniture total cost  $3,238.92. Insurance for protection accidental damages or repairs. I wasn't aware of Guardsman Protection Plan titled "Requirements for ******************** to refer to reasoning being  I wasn't provided a copy of the protection plan, just a sales receipt (invoice#****). Understanding and being aware by your company disregarding myself as the consumer and customer, that I wasn't provided proper documents for Guardsman Protection Plan at time of purchase. Doesn't manner I still have a valid five year insurance covering my furniture. Realizing under these circumstances not willing to find a reasonable resolution to assist or help me repair my furniture. Please provide me with other options or recommendation to resolve this manner, beside your rigid respond not willing to help, assist or support me. Thank you in advance.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/19/2023

  The protection plan should have been provided to you at the time of purchase.  If you did not receive this that is something you would need to discuss with the retailer you purchased the furniture from.  All claims are processed according to plan terms.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20528310
  
  I am rejecting this response because:  Obviously Guardsman is making it clear they have no desire helping, assisting or giving any recommendation in repairing my furniture. By keep repeating  and responding with playing the word game.  I'm aware submitted my request beyond the company protection plan and terms.  That Rotana Furniture store who sold me the merchandise, I wasn't  provided Guardsman Protection Plan,  understanding technically I  nothing to refer to the terms and protection plan, once realizing this I made all attempts to corrected this by notifying the store (Rotana Furniture) speaking to the store manager and owner for assistance, after receiving Guardsman contact information was to late.  Even though I still have valid five year insurance coverage for future repairs, Guardsman is showing me now they may not honor any repairs, help or assistance I did purchase the Party Time Sofa and Love Seat. I am requesting what's Guardsman company policy in writing for me on how to receive a full refund ie. what department, address and what is needed from me to obtain a full refund.

  Thank you in advance for your help.

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

  

  Business Response

  Date: 09/27/2023

  The terms of the protection plan allow for a pro-rated refund based on the length of ownership.  We do show when we spoke you on 8/28/2023 you asked about  a refund and were advised at that time that you would need to submit your request in writing and we provided the address to send that request to. We have not received that letter.  We will use your request in this complaint to process the request.  The refund amount would be $158.00.  We will process this refund today.  You should expect to receive a check in the mail within 2-3 weeks.  This refund will end the protection plan on your furniture.

  Customer Answer

  Date: 09/27/2023

   
  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,
  
  ***************************