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

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

• 

  Guardsman Furniture Pro of NY

  220 East Merrick Road Valley Stream, NY 11580-6063

• 

  Guardsman

  79 Spring Glen Dr Debary, FL 32713-2510

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:08/07/2023

  Type:Sales and Advertising 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 ordered a pullout couch and warranty from Overstock.com in November 2022 and the couch was delivered in December 2022. I noticed an issue with the pullout immediately and noted such in a review on Overstock.com. A few months later when I realized the severity of the issue (the pullout mechanism is faulty and the couch collapses), I contacted Overstock. Overstock directed me to the warranty service provider, Guardsman, and I filed a warranty claim in April 2023. Guardsman sent a request for additional information on May 9, 2023 with a deadline to respond in ten days. I replied to that request the same day. I then followed up with Guardsman on June 26, 2023 since I had not received any response. In July 2023, I followed up with Overstock because Guardsman still had not replied. In August 2023, ********* advised me that Guardsman was waiting for additional information from me. I notified Overstock that I had, in fact, replied to the request for additional information. When l called Guardsman, the representative was rude and unhelpful. And my claim is still unresolved. At this point, I have no confidence in a warranty repair or replacement and want a refund for the couch.

  

  Business Response

  Date: 08/15/2023

  We do not have a record of receiving the email response. The screen shots included with this complaint do not show the email address the response was sent to so we are not able to look into why we didn't receive the emails.  We do still need a copy of a valid sales receipt as the photo of the sales receipt that was sent does not include your information or the purchase date.  This can be emailed to ***************************************************************.  Please reference your claim number ******** in the subject line. 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. Once we receive the valid sales receipt we can complete processing.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20435871
  
  I am rejecting this response because: Guardsmans BBB **** ****** left a voicemail for me on Aug 11, 2023. In the vm, she stated my claim had been approved but ******* working it was new and forgot to enter the work order. I am still waiting on the work order. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/24/2023

  The technician has confirmed the work order and they should be contacting you to schedule an appointment. If you would like to reach out to them their phone number is ************

• 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 started my claim about more than 8 months ago with this company. My issue is the buttons are popping of my tufted couch. I put in the claim for 2 buttons at first. It took months for them to get a technician out to look at the buttons. When the technician came out he also noted that there was a third button coming off as well. He made the report to Guardsman. It took them for ever to get back to me to tell me that they had ordered the 2 buttons I am emailed them back I said that it was not two buttons but three that needed to get fixed. AFTER MONTHS OF WAITING the buttons arrive 2 of them and I kept a third. I never heard from the company to schedule the placement of the buttons, I emailed the company letting them know the buttons had arrived. I waited another couple of weeks for them to schedule. The same guy that came to my house the first time came back and said I can't fix anything today I don't have the tools. I emailed the company back for the same gentleman to come back out a third time to get my couch fixed. HE FIXED ONLY TWO OF MY BUTTONS DID NOT WANT TO FIX THE THIRD BECAUSE HE DID NOT HAVE THE WORK ORDER FOR THAT!!!!!! Now I have to start the entire process for one button. And they stated they would no longer cover my buttons. I want a credit for my couches I don't want to deal with the buttons anymore . I will be filing a legal small claims with the court this week. I have lost alot of money dealing with this company three days taken off of work for them not to perform.

  

  Business Response

  Date: 08/15/2023

  Our records show that there was originally 2 buttons that needed to be replaced.  A claim does need to be filed by the customer for any additional issues with the buttons. We do not show that a new claim has been filed as of today.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20435859
  
  I am rejecting this response because:  the gentleman that came out to my house the first time was the one that noted that the third button had to be addressed as well. He saw the three buttons since day one. Then the second time and the third time he was already here the same man. But yet said he would not fix the third because that was not on his work order. He was the one that noted that all three buttons had to get addressed.  Now I have to wait another six months to get me third button fixed that is bs. I have lost way to much work time for this bs. That could of been taken care of alot of months ago. I want a full credit I don't want to deal with this wait any more and loose more work money. I an working on filing my claim with small claims court for the time and money spent work with this nonsense 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2023

  Our records show that there was originally 2 buttons that needed to be replaced.  A claim does need to be filed by the customer for any additional issues with the buttons. We do not show that a new claim has been filed as of today.

• 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.

  Hello. I have purchased their protection plan for my sofas and bedroom furniture. Now that it is time to use the protection I am getting the run around. I filed a claim (May 2023) and submitted the necessary documents required. They took a month to send out a general contractor (June 14 2023), the contractor came out and only had to take pictures and look at what needed to be replaced. He put in his documents and submitted it to guardsmans. Well now I have been contacting them since (July 31 2023) each time I am on hold for 2hours or more and then no solution is given. I was told this very last time that the needed to reach back out to the contractor to see how much it would be to repair and I would get a email or call from them (August 2) before the week was up. Well now it is August 7 I have sat on the phone for 2 hrs and 30mins for someone to pick up and hang up the phone. Still unable to get my issue resolved and it is almost 3 full months since I filed the claim. I am asking to get a solution on getting my sofas repaired. ( I am okay with replaced parts, a whole new set or a full refund of total amount spent on the furniture)please help me in resolving this with guardsman as this has been the worst trying to resolve the issue with them. Thank you.

  

  Business Response

  Date: 08/11/2023

  Our records show that we spoke with you on 8/8/2023 and a purchase order has been sent to the Retailer to replace the sofa.  Any questions regarding the replacement should be directed to the Retailer.

• 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 bought guardsman warranty for my Loveseat and Sofa from ******** furniture for 5 years. I submitted a claim with them to come fix my furniture and they came took a look and were unable to repair. So I thought they would issue me a full credit to go buy another sofa set but they offered to refund me what I paid for my warranty which is 260. That is unacceptable I have been trying to speak to customer service for months and they dont pick up the call or get back to you. As I am typing this I am on hold for 4 hours trying to get a hold of someone. All I want is either repair my sofas or refund me my original purchase price rather than 260.

  

  Business Response

  Date: 08/11/2023

  The terms of the protection plan state that if a store closes and you have claim for damage that is covered under the plan that we are unable to repair we would issue a refund of the protection plan.  This is the only option available. We also show that  we spoke with you regarding this on 8/7/2023.

• Initial Complaint

  Date:08/06/2023

  Type:Order 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.

  A claim for repair was made on or around 6/6/23, their website shows our claim was received on June 15, no communication or action has been received from Guardsman as it relates to the warranty for our sofa. Previously, several attempts were needed to generate an initial field assessment. That assessment was submited and received by Guardsman as stated on their "status" site on June 15,2023.

  

  Business Response

  Date: 08/07/2023

  Our records show that the claim was received on 5/31/2023.  on 6/6/2023 and email was sent requestion a copy of the sales receipt. We also show that we responded to your email checking status on 6/7/2023  and advised that a sales receipt  was needed. We then received a phone call on 6/9/2023 and again advised the sales receipt was needed.  We did receive the sales receipt on 6/9/2023 and processed the claim the same day.  We do show that the technician's report was received.  These are processed in the order received and you will be contacted once the report has been reviewed.

• Initial Complaint

  Date:08/04/2023

  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 June 11th, we put in the online portion of the claim, filled out the form, uploaded the photos, and printed out the form to mail (the company will cancel the claim if they do not get a hard copy via mail within 30 days). On June 20th at 9:16 am, we got a text asking which appointment we would like Friday, Jun 23rd, from 1-5 pm or Monday, Jun 26th, 1-5 pm. We choose the Monday option. The tech informed us Sunday night he would not make the appointment due to injury I spent the next 3-4 days trying to get directly in touch with the tech as that is what he asked me to do in the voice message, and finally, he replied. He asked what day would be good for us, and we asked for Jul 11th. On July 6th at 9:16 am, we got a text asking which appointment we would like Monday, Jul 10th, 10 am-2 pm or Friday, Jul 14th, 10 am-2 pm. We called customer service to let them know that neither of these times would work on this short notice with work. On July 10th, we got a text asking which appointment we would like Friday, Jul 21st, 1-5 pm or Monday, Jul 24th, 1-5 pm. Come Monday, Jul 24th, at 5:18 pm; I called customer service to inform them that the tech never called or showed up. The furniture solutions representative rudely told me to hold on and that he would call back. On Jul 24th at 5:41 pm, the tech called to inform us that he was running over 1 hours behind and that if he came today, he would be at our house well past 7:45 pm. On Jul 22nd, we got a text informing us that we have an appointment for Jul 24th between 1-5 pm, which we previously agreed to. On Jul 24th, the tech came, looked at the furniture and took photos, checked the notes, and then told us there was no authorization for work. He tells us he is stepping away to make some calls to get authorization. We have tried to contact *****, and their resolution department only works Monday and Tuesday and is 4 weeks behind even with everything from June.

  

  Business Response

  Date: 08/11/2023

  Our records show that we spoke with you on 8/8/2023 and advised we were sending the tech back out and that you should hear from them within a week.

  Customer Answer

  Date: 08/14/2023

   
  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:08/03/2023

  Type:Delivery 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.

  Claim #*******Purchased protection plan for a sofa.Filed a claim.Have received three replacement covers that are all the wrong color. Sent email requesting an update with no response,

  

  Business Response

  Date: 08/23/2023

  Our records show that ***** ***** is aware of the issue and they have ordered new replacement covers.  Any questions regarding the replacement covers should be directed to ***** *****.

• Initial Complaint

  Date:08/01/2023

  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.

  Claim number ******** On 5/16/23 Guardsman approved to send a technician to my home to fix couch damage caused by my pet. Essentially my dog sitting on the couch repeatedly in a particular area cause some decorative stitching to come up. There was no clawing or biting damage. According to the Guardsman warranty all couch damage caused by pets are covered one time for each individual section of my couch. This is covered in section 6.1.5 On 6/29/23 I received an email from Guardsman stating the following: 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.On 7/31/23 I received this email from Guardsman- 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:Sectional-Armless Corner - Animal Damage-one time incident-Fabric - The damage you reported is not covered by your protection plan. Please refer to the section of your plan titled "What is Covered." In some protection plans, this can be found in section 6.Due this being an inaccurate review of my claim, I called 4 times (waiting an hour each time) and I was never able to get a person on the phone.

  

  Business Response

  Date: 08/02/2023

  Our records show that the technician was sent to your home in error.  We have two previous claims for this same damage reported as stitching coming undone but not reported as animal damage.  Re-reporting damages that are not covered with a different cause in order to get service does not change the outcome of the original claims.  We are unable to do anything for this damage.

• Initial Complaint

  Date:08/01/2023

  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 4/15/2021 I purchased a sofa, loveseat, and recliner from Cleos Furniture and purchased the guardsman protection plan. On 5/4/2023 I placed a claim. Claim number: ********. A technician came out. He said I will be contacted in regards to a resolution. I have called numerous times to get this rectified but instead I get long wait times and saying its in the resolution department. This is unprofessional and bad business practice. I also feel this is a breach of contract. If I had of known it was like this I certainly would have never purchased a protection plan because it not benefiting like it should be. I am very upse.

  

  Business Response

  Date: 08/04/2023

  We do apologize for the delay.  Our records show that we spoke with you on 8/3 and advised that we have sent the purchase order to the Retailer to order the parts needed to complete this request.

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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 dealing with Guardsman since April 2023 and currently have two open claims with no resolution. I have tried to email the resolution department for updates for the last 3 weeks and have called on the two days they are open and have been on hold for over an hour EACH time. We have had techs come out telling us we need parts and they would let Guardsman know and then we hear no follow up from Guardsman.The customer service has been abysmal. Im at a loss for words.

  

  Business Response

  Date: 08/07/2023

  We do apologize for the long hold times. Our records show that the following email was sent on 8/6/2023. Please contact us at the number provided in the mail once you have received the parts. 

  from: ************ Request Followup 
  Sent: Sunday, August 6, 2023 11:19 AM
  To: ********************
  Subject: Havertys Sofa 12336095
  
  
  Good afternoon,
  
  We have received the technician's information and reviewed it. We are going to order the right facing, middle, and left facing seat casings and the right facing USB switch for the sofa. We have sent the part order paperwork to your retailer. Havertys will reach out to you with updates from the manufacturers as they receive them. Part orders can normally take **** weeks to receive, however; the parts can take a little longer especially if coming from overseas. The new right facing, middle, and left facing seat casings and the right facing USB switch for the sofa will no longer be covered under plan. Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer. Once you receive the part(s) please give us a call at ************** so that we can install the parts.  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************
  
  
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20402110
  
  I am rejecting this response because this resolves only one of the claims I currently have in. I have yet to hear about the other claim (#********) - as the same issues that are happening with my first claim are happening again (mechanism broken, power button broken). I personally followed up with the tech and he indicated he sent you in a request to you all over two weeks ago and has not heard back. I have a couch that is not functioning now since APRIL 2023 and who knows how many more weeks this will take to repair. I tried calling the resolution department AGAIN this morning and was hold for an hour AGAIN. At this point, I would like to be credited to replace the whole couch since the same issues are happening to the other side. I think this is a fair request given that BOTH mechanisms on each of the recliners as well as the power buttons are not funtioning. 

   

   

  

  Business Response

  Date: 08/30/2023

  
  Our records show that the original mechanism that was ordered has been installed.  We do show that a purchase order for the second mechanism, the switch and 3 seat casings was sent to the Retailer on 7/28.  Any questions regarding the replacement parts should be directed to the Retailer.