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 Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

• 

  Guardsman Furniture Pro of NY

  521 Fifth Avenue Suite 1700 New York, NY 10175-0003

• 

  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

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:08/15/2023

  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.

  Purchased a leather couch from Steinhafels on 6/14/20 (#*******JI81) and Guardsman 5 year Gold Complete Advantage Plus (#********). I filed a claim on 8/2/23 for pet damage that occurred on 8/1/23. I've called twice for an update on the processing of my claim (including today (8/15/23), as there has been no update on someone assessing the damage. Guardsman cannot provide any update on when someone will contact me to assess the damage. Meanwhile, the cat pee smell in the couch is overwhelming, and I cannot do anything about it. As an insurance company, I'm sure there are metrics reported to leadership on how long on average it takes to assess a claim, as well as close a claim. Why an estimated timeframe (two weeks? two months?) to have someone contact me can't be provided is not acceptable. Two weeks is more than reasonable to expect an insurance adjuster to contact me and assess the damage. I paid for a service that is not being delivered within reasonable expectations, which is causing unnecessary hardship.

  

  Business Response

  Date: 08/22/2023

  We do apologize for the delay. Our records show that we have received your claim.  Claims are processed in the order received and due to an unusually high volume of claims it is taking longer than normal at this time. We do show that your claim was processed today and a technician will be contacting you to schedule an appointment.

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The technician did come to the house, evaluated the issue, and reportedly sent information back regarding the couch. Presuming the claim will be promptly processed now without further delay, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The technician did come to the house, evaluated the issue, and reportedly sent information back regarding the couch. Presuming the claim will be promptly processed now without further delay, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2023

  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 because of a stain on my couch cushion. I reported it immediately after it happened. They didn't contact me for several days, I called them and they said they would send out a stain kit for me to try. They sent me a solution that I couldn't use on my cushion because of the material, it is dry clean only and clearly states on the bottle that it is not to be used on my sofa. I called the company again and they said I would have to submit another claim which I then did. After submitting the claim they said they would have a technician call me to schedule an in home visit in 5-7 days. I waited the 7 days and I have yet to hear from a technician. I again called Guardsman to inform them of this and they said someone will get back to me right away. I am still waiting! No one has contacted me and it has been over 3 weeks from the date of my original claim.

  

  Business Response

  Date: 08/23/2023

  Our records show that the technician notified us on 8/22/2023 that he would not be able to service this.  We are in the processing of trying to locate another technician in your area.  We do show that we spoke with you regarding this on 8/22.

• Initial Complaint

  Date:08/15/2023

  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.

  Have had several Guardsman policies for over ten years. In the past, filed two claims (last one 3+ years ago). With those claims, company was prompt and professional, and repaired the damage. This time, however, they denied claim for same type of stain. A separate claim was filed, and also denied. The denials went against their written guarantee of what is covered under their policy. With first, they misstated what was in complaint form, and denied stain based on their misinterpretation. I was told (verbally) to resubmit claim, explaining their error and fully explaining the stain. It too was denied. Their explanation was stain is not covered under their policy, which it clearly is. In fact, the form was an exact replication of complaint accepted and treated many years prior to this.Second claim denied because stain in first claim was not professionally cleaned, even though second stains are on different areas of a sectional. They did not deny stain was covered under policy, just that they werent going to repair it. With both claims they violated their policy of responding within a weeks time. After filing claims, and answering yes for question of attempts to clean stain with their cleaning products, they send box of cleaning product as resolution. This forced me to refile claim. Then they asked for photos, and with first form photos were included. The next response from them was to provide additional information- all of which was in original form. This spanned months, not weeks. I contacted company via telephone and email minimum of three times to check on claim status and/or seek resolution. While their process of responding to claims is not resolvable by BBB, it shows the companys unwillingness to follow their promises. The claims, however, are violation of their written policy. And my desire is they honor their policy and repair the stains. Thank you,

  

  Business Response

  Date: 08/22/2023

  Our records show that the claim was not accepted due to the fact that the original stains that were denied were not taken care of.  There are now the original stains along with new stains which would be an accumulation of stains, not stains from a one-time incident. We are unable to service this request.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20471223
  
  I am rejecting this response because:

  First, the company neglected to fully respond to the BBB complaint.
  The first stain is clearly covered under their policy. The rejection was done without cause. And this issue was ignored.  

  Second, their records are incorrect.
  The stain WAS taken care of. 

  Third, the later stains are on several pieces of furniture, therefore, it is impossible to deem them as an accumulation.
  

  Fourth, the insinuation claims are a one-and-done is false.                
  Years ago we filed a claim, which was accepted. A few years later we filed a claim, for the same piece of furniture, and it was accepted.  

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

  

  Business Response

  Date: 08/30/2023

  As previously we verified with you that the stains that were previously denied were still on the furniture we were advised that "you put a towel over it".  There are now new stains on the sofa in addition to the original stain, this would be an accumulation of stains. The photos received also support this. We did not state that this is one and done.  The plan is designed for stains and damage that occur as result of a one time incident or accident.  The original claim submitted reported head stains and this is not something covered under the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20471223
  
  I am rejecting this response because: They are being untruthful.
  

  Dear BBB Staff,

  Please pursue this matter on my behalf. Guardsman is not abiding by their policy. I have tried to reason with them and they are unwilling to listen. It is clear the stain is well within their guidelines. Their replies change, whereas my complaint remains the same. 

  We need to proceed to the next step. I would prefer not to file a lawsuit, so ask you schedule a mediation. 
  Thank you so much for all your assistance, 
  

  
  ***********************

• Initial Complaint

  Date:08/11/2023

  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.

  My husband and I purchased 2 chaise lounges from Chair King in September 2018 and paid for a Guardsman 5 year warranty. In May 2023, we took out our chairs from storage and noticed damage for which I filed a claim just a few days later. The claim was denied b/c we didn't submit the claim within 5 days of noticing the damage...which is absolutely ridiculous. The damage was noticed on a holiday weekend so factor in a multiple days off and not having the information immediately in order to submit the claim...I had to call Chair King to get a copy of our receipt and additional information to even file the claim since our phone number wasn't found when I first went in to search at guardsman.com. After submitting the claim (in the first week of June), I had to reach out numerous times to make sure the claim was received and get an answer on the claim. Once I was told that the claim was declined (had to call to get the answer even though they said they sent a letter, which we received AFTER the call), I immediately asked for a supervisor where I was transferred to an "escalation" voicemail where I left multiple messages before getting any return call. I don't feel that I should not have to chase down a company for assistance in getting assistance on a claim that we paid an additional $599.95 for coverage. My husband and I would like reimbursement of the amount paid for the additional coverage since Guardsman doesn't want to assist in getting the situation rectified. Thank you.

  

  Business Response

  Date: 08/18/2023

  All claims are processed according to plan terms.  The protection plan states that any stains or damages must be reported to Guardsman within 5 days of the stain or damage occurring.  This timeframe was not met.  After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman.  For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency. 
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20457477
  
  I am rejecting this response because: The damage was discovered on a HOLIDAY weekend where the business is closed and Guardsman could not locate our file when I called the first time, hence having to call Chair King to get additional information and then call back to file the claim.  If we hadn't said anything about the date discovered, this would not be an issue and we would have new furniture.  We will take a replacement if there is no refund offered.  All we want is for Guardsman to do what we PAID EXTRA for them to do, which is guarantee our furniture.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/24/2023

  We have no additional information to provide.  The terms of the protection plan were not met and we are unable to service this request. As previously advised the plan is not eligible for a refund.

• Initial Complaint

  Date:08/11/2023

  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 recliner from Visions Electronics with Guardsman fully covered 5yr extended policy on 02/19/2022 (bill uploaded). Within 1 and half years arm rest frame cracked with padding.Called them on May 25 2023 and reported the damage. They sent me an email with link to upload pictures and the damage, which was done on the same date. June 7th ********************* their technician showed up and said repairs can't be done on premises and he would send his report to them. July 25th I called them and asked for updates which they didn't have. July 25th I recd an email stating that the frame is cracked which is not covered under the warranty. I visited the BBB website where they mentioned to talk to ***** (Guardsman Designated Resolution Specialist). I called her on the 25th July and 31st July and left her a message with the service tag number. She calls me on August 8th and says the padding is not covered and hence nothing can be done inspite of me telling her that it's a fully covered warranty as told by the Visions Electronics salesman. She was very adamant and had no ********************** tag number is ********.

  

  Business Response

  Date: 08/18/2023

  The technician report shows that the arms are indented from use, there is no broken wood.  The protection plan does not cover indentations. We are unable to service this request.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20455962
  
  I am rejecting this response because:Service Request Response: 12348524
  N
  
  **************************************
  
  To:
  **********************
  Tue 2023-07-25 9:04 AM
  
  
  This message is sent from an email address that does not accept replies.
  Do NOT reply to this message.
  
  Claim Number: 12348524
  
  Dear *************************,
  
  Thank you for submitting your claim to Guardsman. We have carefully reviewed the information that you provided and compared that information to the coverages and exclusions of your Guardsman Protection Plan.
  
  The information below provides a description of each item for which you filed a claim, along with an explanation for each item. Based upon the information that you provided, your claim is not eligible for service for the reason(s) below:
  
  Chair-Recliner - Frame Cracked - The damage you reported is normal or ordinary wear-and-tear, which is excluded from coverage under the section of your protection plan titled "Wear-and-Tear." In some protection plans, this exclusion can be found in section 7.
  We encourage you to refer to your protection plan for complete information about coverages, exclusions, service procedures, and the length of coverage.
  
  Thank you for choosing Guardsman.
  
  Sincerely,
  
  Guardsman **************** Center
  **************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2023

  We do not have any additional information to provide.  There is no breakage to the structure of the recliner.  This damage is not  covered under the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20455962
  
  I am rejecting this response because: First email says that the the frame is damaged which is not covered under the warranty.  When I spoke to ***** she too said the frame is not covered.  But in BBB response she says the armrest pads are damaged. They just not want to honour
  Their warranty. They are just making excuses. When I purchased it the salesman didn't attach any Guardsman warranty papers. He said everything is covered. 

  I hope BBB see their reviews and take necessary action. 
  Sincerely,

  
  
  *************************

• Initial Complaint

  Date:08/10/2023

  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.

  My husband and I purchased a sectional from furniture land south September13, 2020. It was delivered September 15 2020. We purchased the extended warranty guardsman gold protection plan. I called and did a report with them July 28, 2023. I have called 3 times and no one can give me any answer on when they will send someone out. I need both ends of my sectional fixed. I asked to speak to a manager and ****** asked me WHY? He was rude, trying to rush me off the phone. He took my phone number down and stated that someone will call me back by the end of the day. It is now 9:25 pm, no call back at all. I did tell him, I feel like each person is giving me the run around. I just need my sectional fixed. We paid good money for it as well as the warranty. I will never purchase their warranty again. They did say my claim has been processed, but they cant give me any other details.

  

  Business Response

  Date: 08/18/2023

  Our records show that we need additional information to complete processing the claim.  We show the following email was sent on 8/17.  Once we receive a response we can complete processing the claim.

   

  
  From: Guardsman NMI Follow Up
  Sent: Thursday, August 17, 2023 3:38 PM
  To: ***********************
  Subject: Guardsman claim #********
  
  Can Service Request Number: Claim #********
  Dear ***************************,
  
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  
  Can you clarify the second unit of your sectional that you are reporting damage on? We do have the right arm facing unit.
  
  Be sure to respond via email within 15 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  

• Initial Complaint

  Date:08/10/2023

  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.

  Warranty Purchased : 02-19-2022 Purchase Price: $299 + tax = ****** Claim #:12354120 I submitted a claim online around 6/19/2023. On 6/28 I received an email needing more documentation which I sent on 6/30. After not getting a response for 5 weeks weeks I called on 8/7 to inquire about the claim and was told the email was not received. I was told to resend the information which I did that day. On 8/10 I called to check if the follow up email was received and was told it was but the claim was denied due to not sending the documents within the 30 days allowed, which I had originally done on 6/30. I told the representative I had proof it was sent but was told because they did not have the email it did not matter.

  

  Business Response

  Date: 08/18/2023

  In review of your claim we did find that the sales receipt was received on 6/30.  We have overturned this denial and you should hear from a technician within the next week to schedule an appointment.  We do apologize for the error.

• Initial Complaint

  Date:08/08/2023

  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.

  1) 1/15/23 - i purchased a rug from Rug and Home and at that time purchased the Area Rug Complete from Guardsman.2) On 4/14/23 I reported pet stains on my new rug per Guardsman protocol and policy - Claim Number: ******** 3) On 4/19/23, Guardsman mailed me a cleaning kit (they did not send anyone to my home to inspect the stain). Their instructions were to try to clean the stain myself and let them know the results.4) I reported to Guardsman that the stains did not come out using their cleaning kit 5) on 5/10/23, I got an email that they were sending a professional to my home to either clean the stains or determine course of action. the person came came out and did review but not clean the rug.6) on 5/26/23, Guardsman sent me the following email: "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."7) On June 16, 2023, Guardsman sent me an email saying my stains are ineligible for servicing 8) on June 13, 2023 I complained to Rug and Home about the policy that they sold not fulfilling the contract.9) On June 19, Guardsman sent me an email stating "We have approved the cleaning estimate."10) on 6/29/23, a technician came and cleaned the rug, but stains did not come out. the tech said that they would not come out due to being pet stains. He said the company would contact me for resolution 11) I have not heard from Guardsman since that cleaning. 12) on July 8, 2023, I sent an email to Guardsman asking for followup, but have not heard anything back. Guardsman has become non-responsive after almost 4 months since initial report.

  

  Business Response

  Date: 08/21/2023

  In reviewing your claim we show that the technician submitted a report that the stains were successfully  removed.  In viewing the photos that the techinician sent we do not agree with the assessment.  We have forwarded the claim to the appropriate department and they will be contacting you.  They may reach out via email so please be sure to watch for an email.

• Initial Complaint

  Date:08/08/2023

  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 filed my original complaint in November of 2022. The Technician was here in january. I last heard a status update in Mar 16, 2023 that they needed the Technician's notes. In April it was under review. I reached out on July 19th and they asked what part I needed again. I still haven't heard anything. My Claim number is ********. My daughter and I had to switch the love seat with the couch because it has been taking so long and it is heavy, hard to move. I have chronic pain so none of this has been easy. All they need to do is order a button for the recliner. I sent a general inquirey request they told me to call and find out what was going on since no one is responding to the emails and I did was reply to the ones they sent me. So I tried calling so far I have been on hold for 2 hours. All I want is my couch fixed. It shouldn't take a year. I am beyond frustrated and disappointed. I paid for an extended warranty for a reason. I think I deserve some kind of compensation and for them to finish the job. Treat your customers like you would your family.

  

  Business Response

  Date: 08/15/2023

  Our records show the email below was sent on 8/10/2023. Any questions regarding the replacement part should be directed to the Retailer.

   

  From: ************ Request Followup 
  Sent: Thursday, August 10, 2023 8:36 AM
  To: *******************
  Subject: Guardsman Service Request #******** / ************************
  
  Hello, 
  
  We have received the technician's report from your appointment and reviewed it.  We are going to order the right side facing switch for the sofa.  The order can take 4 to 12 weeks to receive, but will be shipped to your home.  Once it is delivered please contact ************** *************** at ************ so we can send someone out to complete the repair.  ************** is open Monday to Friday from 8:30am - 5:00pm EST.
  
  Due to the plan being a one-time replacement, the plan does not cover new parts in the future if another stain or damage occurs.
  
  Thank you for choosing Guardsman.
  
  If you have any questions, please email our office or contact us at the number below.  Our hours are Monday, Tuesday, Thursday, and Friday from 8:30am to 5:00pm EST.  Please be aware that due to current circumstances we have limited employees available so our hold times may be longer than usual.
  
  Thank you,
  
  Resolution Account Manager, **********************
  An ************ Company
  **************
  
  

   

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20440398
  
  I am rejecting this response because: Had I not filed a report with the BBB I would still be waiting. The technician told me he would order the part back in January. Now I still have to wait. Now the loveseat had the same thing happen. I dread dealing with this company. I paid for the extended warranty and they don't make it easy to get your furniture fixed. I only have a small living room with a love seat and sofa. I have to wait another 1-3 months to get the party then I have to try to call them which is a chore in itself. It's ridiculous. I tried asking them to just order the party for the love seat so I didn't have to go through this all again and was ignored. It's not like it is free. After all this it should be expedited and I should be able to get the other party without having to file another claim. I just finished paying off these couches and have had nothing but trouble. They could at least provide good customer service. It will be a year by the time the first claim is complete at this point. They really need to put themselves in the customers' place. 
  
  Sincerely,
  
  *******************************************

  

  Business Response

  Date: 08/22/2023

  We do apologize for the delay, We needed to get additional information regarding which side of the sofa had the issue. Unfortunately, we did not hear back from the technician. As for providing a part for the loveseat, the protection plan is not a maintenance plan and we do not supply parts for something that might happen at a later time.

  Customer Answer

  Date: 08/22/2023

   
  Better Business Bureau:
  

  I would like you to make a note about all this because now I have to make another claim for my loveseat. It shouldn't take a year to fix a piece of furniture. I want some kind of gurantee ************* won't take as long. 
  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:08/07/2023

  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 sofa/recliners from Havertys Furniture store along with the furniture protection plan. I submitted a claim with Guardsman NMI due to damages to the recliners in May and have sent numerous emails requesting an update on service date. As of today I have not received a response.

  

  Business Response

  Date: 08/15/2023

  Our records show we received the answers regarding the damage to the sofa purchased at Sleep Galleria, however, we have not  received the requested sales receipt for the sofa purchased at Sleep Galleria and we have not received the photos requested for the sofa purchase at Havertys.  Both the photos and sales receipt can be emailed to ***************************************************************.  Please be sure to reference claim numbers ******** and 12332743 in the subject line of the email.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20436813
  
  I am rejecting this response because:I purchased a sofa/ recliner with along with insurance in ************** I sent a request for repair to Guardsman NMI in May of this year I also sent photos and receipt that were requested on several dates but I. NEver received a response. The photos and receipt were sent 5/21, 7/11, 7/12, 7/25, 8/22 & 8/24. I also called in July and was told it would be looked into and scheduled. To this day none of my emails have received a response
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/07/2023

  Our records show that we spoke with you last week and verified that you were reporting on the furniture purchased from Havertys. A technician will be in contact with you to schedule an appointmet.