Important information
- Customer Complaint:Before filing a complaint through the BBB, Guardsman encourages consumers to contact Sonya, Guardsman's designated resolution specialist. She can be reached at 877-525-7767 and will personally handle your inquiry. Thank you.
Complaints
This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 128 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/22/23 I filed a claim for broken furniture under claim ******** that was still under the warranty period. The entire side rail of my childs bed split in two and is significantly warped. A furniture technician came on 6/7/23 and he even commented how ridiculous it is that even though pictures were submitted with the claim of obvious unrepairable damage, that he was sent rather than the part being ordered. I was told I would be contacted within 5-7 days and the contract I received on 6/13/23 indicated it would be an additional ***** days until my claim is even reviewed. On 6/27/23 I sat on hold for 70 minutes with guardsman before my call was simply disconnected without ever speaking with someone on the status of my claim. This is my childs bed who has not had a fixed bed to sleep on for months now, and Im sure once my claim is reviewed it will take significantly longer to get the repaired part that after almost 2 months, has still not been ordered.
Business Response
Date: 07/26/2023
Our records show that the email below was sent on 7/24/2023. Per the terms of the plan due to the Retailer being closed the only option available is a refund of the price that was paid for the protection plan. We do show that we received your response and the request to send the check to you will be sent to the accounting department today.
From: ************ Request Followup
Sent: Monday, July 24, 2023 10:24 PM
To: ***********************
Subject: ******** FURNITURE Bed ******** Store out of Business
Good evening,
We have reviewed your claim and technicians report. The technician advised that he was not able to make a repair. In further review your retailer is either closed, stopped selling Guardsman plans, or changed ownership. Per the terms of your protection plan: Refund: If We are unsuccessful in repairing the stain or damage to Your Furniture and We are unable to provide a Replacement, or Reselection for example, the retail store location where You bought the Plan has closed, no longer carries Guardsman Plans, changed ownership, or stopped selling Furniture, or You have moved from the original store location's operating area since Your purchase, We will provide You a Refund of the purchase price of the Plan.
.
Please verify the address so that we may issue the refund check.
If you have any questions, please call our service center at ************** Monday and Tuesday 9:00am to 5:00pm eastern standard time.
Thank ************************************** Center
Claims Specialist
************
*****************************************Initial Complaint
Date:07/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a couch at Overstock and an insurance via Guardman Furniture. The couch broke on July 2, 2023 when I sat on it. The policy number is ********. I filed a claim on July 3rd 2023. I followed up with a call 3 times and each time Guardman Furniture categorically refused to give me information about when my file will be process and how long I can expect to wait for this process. I want the couch to be replaced in a reasonable amount of time.Business Response
Date: 07/18/2023
Claims are processed based on the order received and the **************** team is not able to provide a specific timeframe as it depends on how many claims are in front of yours. We generally try to process claims within **** business days of when they are received, however, with the 4th of July Holiday we are currently looking at ***** business days. Our records show your claim was originally received on 7/3 and today would be the 10th business day. We anticipate your claim should be processed no later than Thursday 7/20.Initial Complaint
Date:07/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacted Guardmans repair in May 2023 and a repair rep came out May 30. As of now I have been getting no response from company jn regards to damages . Was told to call a specific number on operating dates ********** , still was unable to get through after being on the line for 2 hours . Last call was made today July 13 and the representative was very rude and inconsiderate and told me that their is a time-frame that they have to complete resolution. Stated it's 30 -45 days , when my response was that well we are around that time for it to be resolve she stated that there was a back log and to try and call the number given previously that no one seems to pick up. This company is a job and had I known that I surely would have picked a different coverage . Don't do business with this company !!! Horrible customer service and business ethics.Business Response
Date: 07/19/2023
Our records show that the email below was sent to you on 7/18/2023. The technician will be in contact with you within the next 5-7 business days to schedule a time to do the repair.
rom: ************ Request Followup
Sent: Tuesday, July 18, 2023 4:42 PM
To: ***********************
Subject: Naders La Popular sofa / 12345923
Good afternoon,
We have received the technician's information and reviewed it. We have approved the repair estimate. You should hear from the technician within 5-7 business days.
Thank you for choosing Guardsman.
Thank ************************************** Center
Claims Specialist
************
*****************************************Customer Answer
Date: 07/19/2023
Complaint: 20316000
I am rejecting this response because:
Was emalailed on on May 30 after visit from repair technician that a repair on the damage would not be possible and later sent an email stating"We recently sent a technician to your home to service your furniture. The report has been received and indicates the technician was not able to make a high-quality repair to the stain and/or damage that you reported. Rather than make a poor-quality repair, your claim has been sent to our **************** team for review." Notified today by guardsman that a technician would be out to repair . Been getting conflicting emails from business and still as of yet have nor received a call back from the company in regards to the issue . Initially stating that they were not going to make a repair because it would be poor *********** its possible that a repair can be made of quality ?Business Response
Date: 08/22/2023
The technicians report advised that he could do the ************ the claim was reviewed and the estimate was approved we sent an email advising we had approved the technicians estimate. Our records show the technician successfully completed the repair on 7/26/2023.
Initial Complaint
Date:07/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a claim on April 24, 2023 I purchased a 10-year Guardsman Protection Plan on September 8, 2019 Guardsman supposes to honor the warranty for my Adjustable Bed.I submitted a claim for the remote control as advised by DealBeds.com. Guardsman sent a technician to my house in May 2023 and he confirmed that the remote needed to be replaced. I made numerous calls to Guardsman and DealBeds.com in June and July 2023. As of the date of this complaint, I havent received any updates on the status of my claim. Every time I call Guardsman, ** told that my claim is in the ********************* for review. This so-called department is only open on Monday and Tuesday, and Ive never been connected to anyone when I call and wait after the prompts. When I called at 4:30 pm on July 11, 2023, and waited on hold for 28 minutes, the answering machine changed to say that they were closed and disconnected my call.My Guardsman Claim Number: ********Business Response
Date: 07/18/2023
Our records show that the email below was sent to you on 6/30. We also show that we called a left voice mail for you on 7/13/2013 and then spoke with you later that same day. The purchase order for the remote was sent to the Retailer on 7/13/2023.
From: ************ Request Followup
Sent: Friday, June 30, 2023 12:55 PM
To: ************************
Subject: Guardsman Service Request #********
Good morning,
We have received the technician's report and completed your claim review. The manufacturer that makes your bed requires that you order the parts for it directly through them, as there is often an extended warranty on their parts. The manufacturer will ship the parts directly to you. Once they arrive please contact our office at ************** and we will send the technician back out to install them. Due to the plan being a one-time replacement, the new parts would not be covered under the plan in the future if another stain or damage occurs
The parts that the technician would need to repair the adjustable bed are the remote
You can contact your retailer for your manufacturer's contact information.
Thank You,
Resolution ************************************************* Center
An ************ Company
************Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A technician came out to observe our couch and concluded that there was nothing he could do. This was escalated back to Guardsman, in which no one has yet to tell us what is going on. It has been over 6 weeks and calling them is a 2 hour wait. I need someone to contact me ASAP because the customer service im receiving is very disappointing. The fact I have to wait on the phone for 2 hours and STILL cant get ahold of someone is insane!!!Business Response
Date: 07/18/2023
Our records show the email below was sent on 7/12/2023. The seat casings have been ordered.
From: ************ Request Followup
Sent: Wednesday, July 12, 2023 3:36 PM
To: *********************
Subject: Guardsman Service Request #********
Good afternoon,
We have received the technician's information and have sent the part order paperwork to your retailer. Part orders can normally take 4-8 weeks to receive, however; due to the global supply chain challenges, we are experiencing extended delays on Parts orders from manufacturers. Your retailer will reach out to you with updates from the manufacturers as they receive them. Once you receive the part(s) you should be able to install them yourself. The new removable left, right, and middle seat casings for your right and left facing sofa units will no longer be covered under plan. Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer.
Thank You,
Resolution ************************************************* Center
An ************ Company
************Initial Complaint
Date:07/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Had issue with kitchen table I purchased from local furniture store that came with guardsman warranty. I submitted a claim to guardsman back in March 2023 and it took a technician until may to come to my house to look at the table. He said it couldnt be repaired and he would be recommending a replacement table. Since then I have not been able to get anyone from guardsman on the phone and its now July. This is horrible customer service and I demand an answer Claim Number: ********Business Response
Date: 07/12/2023
Our records show the email below was sent to you on 6/12/2023. The Retailer notified us on 7/10/2023 that the table was no longer available. We called on 7/11 and left a voice mail and sent another email. We also sent another email today. Once we receive a response as to what option you would like to choose we can complete the claim.
From: Guardsman Consumer Options
Sent: Monday, June 12, 2023 11:00 AM
To: ******************
Subject: Home living Guardsman replacement options round dining table ********
Hello,
Here are the options that are available to you for Service Request
A)Settlement option:
Guardsman will send you a check in the amount of $180.00
You will keep the round dining table as is and the protection plan will end on the round dining table.
******Please verify the address you would like the check mailed to with your emailed reply.
B)Replacement of the
Guardsman will send a purchase order to the store to have the round dining table replaced. Replacement of the round dining table will end the protection plan on round dining table. The store will pick up the round dining table upon delivery of the new round dining table. Should you decide to have the round dining table replaced, you will need to allow the store **** days to process the paperwork. Any questions regarding the status of the replacement after the purchase order has been sent should be directed to your retailer. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture. Please keep in mind that if you choose for delivery through your retailer there *** be a delivery charge associated with it. Guardsman does not get involved with any delivery charges or taxes.
B-1) Buyback option:
Guardsman will send a purchase order to the store to have the round dining table replaced (see option B above). The store will NOT pick up the ( piece(s) of furniture) upon delivery of the new round dining table if you pay Guardsman $270.00 with a ***** Mastercard, or **************** card. The protection plan ends on the round dining table. The protection plan does not carry over to the new furniture, but your store *** allow you to purchase a new plan on the new furniture.
****Please call in to make the buyback payment. Orders cannot be processed without a payment being made upfront. Chase cards and ********* cards are not accepted.
You will have 30 days to let us know how you would like to proceed with your request. You *** either respond directly to this email or you can contact us at ************. Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you. Emails are processed in the order received and *** take up to 30 days.
Thank You,
Guardsman Account Manager
**********************
An ************ Company
1************
Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.From: Guardsman Consumer Options
Sent: Tuesday, July 11, 2023 10:33 AM
To: ******************
Subject: Guardsman Claim ******** _ FURNITURE AUCTION DBA-HOME LIV
Hello,
We tried to reach you this morning to review new options with you since the retailer confirmed the table is discontinued. I also left you a voicemail about the new options.
Here are the options that are available to you for Service Request ********
A)Settlement option: DINING TABLE AND 5 CHAIRS
Guardsman will send you a check in the amount of $340.00
You will keep the DINING TABLE AND 5 CHAIRS as is and the protection plan will end on the DINING TABLE AND 5 CHAIRS.
******Please verify the address you would like the check mailed to with your emailed reply.
B)Reselection option: DINING TABLE AND 5 CHAIRS
Guardsman will authorize a store credit at the original store of purchase in the amount of $1709.89 which is what you originally paid for your DINING TABLE AND 5 CHAIRS. This allows you to choose merchandise in the store up to the above referenced amount.
The store will pick up the DINING TABLE AND 5 CHAIRS 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: DINING TABLE AND 5 CHAIRS
Guardsman will authorize a store credit at the original store of purchase in the amount of $1709.89 which is what you originally paid for your DINING TABLE AND 5 CHAIRS. 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 DINING TABLE AND 5 CHAIRS upon delivery of the new furniture you choose if you pay Guardsman $510.00 with a ***** Mastercard, or **************** card. We cannot take payment from any ********** or Citi Cards at this time sorry, for the inconvenience. The protection plan ends on the DINING TABLE AND 5 CHAIRS and 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.
****Please call in to make the buyback payment. Orders cannot be processed without a payment being made upfront.
Thank You,
Guardsman Account Manager
**********************
An ************ Company
1************
Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.rom: Guardsman Consumer Options
Sent: Tuesday, June 12, 2023 10:33 AM
To: ******************
Subject: Guardsman Claim ******** _ FURNITURE AUCTION DBA-HOME LIV
Hello,
We tried to reach you this morning to review new options with you since the retailer confirmed the table is discontinued. I also left you a voicemail about the new options.
Here are the options that are available to you for Service Request ********
A) Settlement option: DINING TABLE AND 5 CHAIRS
Guardsman will send you a check in the amount of $340.00
You will keep the DINING TABLE AND 5 CHAIRS as is and the protection plan will end on the DINING TABLE AND 5 CHAIRS.
******Please verify the address you would like the check mailed to with your emailed reply.
B) Reselection option: DINING TABLE AND 5 CHAIRS
Guardsman will authorize a store credit at the original store of purchase in the amount of $1709.89 which is what you originally paid for your DINING TABLE AND 5 CHAIRS. This allows you to choose merchandise in the store up to the above referenced amount.
The store will pick up the DINING TABLE AND 5 CHAIRS 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: DINING TABLE AND 5 CHAIRS
Guardsman will authorize a store credit at the original store of purchase in the amount of $1709.89 which is what you originally paid for your DINING TABLE AND 5 CHAIRS. 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 DINING TABLE AND 5 CHAIRS upon delivery of the new furniture you choose if you pay Guardsman $510.00 with a ***** Mastercard, or **************** card. We cannot take payment from any ********** or Citi Cards at this time sorry, for the inconvenience. The protection plan ends on the DINING TABLE AND 5 CHAIRS and 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.
****Please call in to make the buyback payment. Orders cannot be processed without a payment being made upfront.
Thank You,
Guardsman Account Manager
**********************
An ************ Company
1************
Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.
Thank You,
Guardsman Account Manager
**********************
An ************ Company
1************
Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision on options provided to you.Customer Answer
Date: 07/17/2023
Complaint: 20300900
I am rejecting this response because:I answered that email and requested a check and youre now saying it will take 30 days to receive Cant do anything until that check is received. The process has already taken 5 months and still going
Sincerely,
*********************Business Response
Date: 07/19/2023
We received your email changing your option from store credit to a settlement on 7/12. Ww processed that request on 7/13. These requests are processed by the accounting team in the order received. You may receive the check sooner than the ***** days but we can't guarantee that.Initial Complaint
Date:07/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
purchased a 5 year warranty January2022 filed a claim February 19,2023 A technician showed up in May 2023 and said that a motor needed to be replaced and after he finished his report. A motor would be sent to my home.After receiving the motor, I called to schedule a technician to replace it.When the Technician showed ** in June 27th 2023. He did not have all of the proper tools. Wanting to get my chair fixed, I let him borrow my tools. Before he left I noticed 2 bolts missing and when I mentioned it to him, "He said they weren't necessary." After the Technician left I noticed several other things that were not reconnected. I immediately emailed the company about the Technicians shortcomings and was told He would fix everything when he came back.After replacing the motor, the afore mentioned Technician said that it also needed a switch. I was told by the technician that once He filed the report that a switch would be sent to my residence.I have yet to receive the switch.Business Response
Date: 07/12/2023
Our records show that we spoke with you on 7/11/2023. A purchase order has been sent to the Retailer to order the switch. Any questions regarding the replacement switch should be directed to the Retailer. We do aplogize for the issues you had with the technician and have forwarded your concerns to the appropriate department.Customer Answer
Date: 07/17/2023
Complaint: 20298977
I am rejecting this response because: The road to resolve this issue started back in February 2023 and has been nothing but long hold times, transferred calls from one section to another. The technician that was sent the second time did not have the proper tools and had to borrow mine to complete the task, which was not completed to standards. Ie; wiring harness clamps not reinstalled, a pin left out, and 2 bolts left out of the motor. The technician's response to the ******* bolts was "OH, I do not know why they put those in there, they are not needed. The Technicians demeanor and his lack of quality workmanship should be questioned by someone.
Sincerely,
***********************Business Response
Date: 07/19/2023
As stated in the original response, the information on the technician has been sent to the appropriate department for review. We do understand this has been a lengthy process, we have no control over how long it takes to get the part. We show speaking with you on 7/17/2023 when you advised you had received the part. The work order to install the part has been sent to the technician and they will be in contact with you to schedule an appointment.Customer Answer
Date: 08/09/2023
Complaint: 20298977
I am rejecting this response because:The technician that has been here twice has failed to his job,was very unprofessional and is merely a guy changing parts.He has yet to troubleshoot anything.His demeanor is very unprofessional and should not have a service oriented profession..The parts that have been ordered did not take long for me to receive.They have not been the delay in getting my recliner repaired.
Sincerely,
***********************Initial Complaint
Date:07/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a sofa and loveseat from Nebraska Furniture Mart in March 2020. At that time we bought the extended warranty through Guardsman. In April 2023, we filed a claim due to the recliners no longer working. It took over 1 month to get someone out to look at the sofa. Once someone looked at it, they immediently knew that the motor was no longer working. We were told the parts would be mailed to us within ***** days. We hadn't heard anything in about a month so we called Guardsman and waited on hold for 3+ hours just to hear the department we needed was only open 2 days a week. We called Nebraska Furniture Mart and they stated that they talked to Guardsman several weeks prior and told them the parts are no longer being manufactured. At that time we still had not heard from Guardsman. We called on several occasions and wanted on hold for the **************** over 1+ hour each time to only be disconnected. We called the regular Guardsman line and asked for a supervisor just to be told a supervisor was not available and would call back within 24 hours and that didn't happen. We called again today and was on hold for the parts department for 3+ hours. Once we got through, the customer service agent was very rude. She went over my three options which were not what was described to us prior to this conversation. She then proceeded to tell me it falls back on Nebraska Furniture Mart from here on. I think the customer service has been very poor and not user friendly. I still would like to talk to a supervisor and I have not been given that opportunity. This company makes filing a claim entirely too hard and the poor service doesn't help. I can see why Nebraska Furniture Mart no longer uses this company.Business Response
Date: 07/12/2023
We do apologize for the long hold times. We answer calls as quickly as we can.. Our records show a purchase order was sent to the Retailer on 6/5 to replace the motor and switch. The Retailer advised the parts were not available and the email below was sent to you on 6/21. We do show we spoke with you on 7/10 and went over the options available. We show the purchase order was sent to the Retailer for the store credit on 7/10. We have forwarded your request to speak with a Supervisor to the appropriate department.
From: Guardsman Consumer Options
Sent: Wednesday, June 21, 2023 4:27 PM
To: **********************
Subject: NEBRASKA FURNITURE- Guardsman Service 12341561
Hello,
Your retailer has advised that your items is no longer available.
Here are the options that are available to you for Service Request
A)Settlement option:
Guardsman will send you a check in the amount of $415.00
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 $2069.97 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 $2069.97 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 $620.00 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.
*****
Resolution Account Manager, **********************
An ************ Company
P.O. Box 88010
************ ** 49512
**************Customer Answer
Date: 07/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been accepted. I do find their records incorrect as they do not align with my phone records but at this time we accept the store credit move on.
Sincerely,
***********************Initial Complaint
Date:07/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased sofa with recliners 12/07/18 from Nebraska Furniture Mart. Purchased 5 yr. Warranty from Guardsman Furniture Pro on 1/12/2019. Claim form, 203170469-27856483-12189649, submitted on 4/16/23. Electronic button to adjust recliner on one end of sofa not working. Serviceman came out on 5/22/23. He stated part needs to be **************** to have part sent to my home. Then I should call company to have them send repairman back out to install new part. I have made three phone calls over the past two weeks and been placed on hold for 38, 39 minutes and 1hr and 10 minutes. No response from resolution department. I have not received a replacement part for my sofa. This is the worst customer service I have ever experienced. I want the part and a repairman to come out and replace it as soon as possible. I respectfully request your help in getting this matter resolved.Business Response
Date: 07/18/2023
Our records show the email below was sent on 7/12/20233. We do not have any control over how long it takes to get the part. As stated in the email below once you receive the part please call to arrange the installation of the switch.
From: ************ Request Followup
Sent: Wednesday, July 12, 2023 4:06 PM
To: *************************************
Subject: Nebraska Furniture Mart sofa / 12338204
Good afternoon,
We have received the technician's information and reviewed it. We apologize for the delay of your claim. We have ordered the right facing switch. The part(s) can take **** weeks to receive. However, the parts can take a little longer if coming from overseas. Once you receive the part(s) please give us call so that we can install the parts at **************. Due to the plan being a one-time replacement, the new parts would not be covered under the plan in the future if another stain or damage occurs.
Thank ************************************** Center
Claims Specialist
************
*****************************************Initial Complaint
Date:07/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought rocker recliner from ************************************* bought protection plan ,which was with Guardsman. 3/******** would not recline,finally fixed end of June 2021. 5/17/23 recliner quit again ? Switch new switch 6/13/23. Recliner no work 6/19/23. Hard timegwtting serviceman to return finally serviceman 6/27/23 is motor,had new motor unable to put in. 6/30/23 email Guardsman. ***** days will take to review case. Called ************** on 7/3/23 on hold 45 minutes hung up. 7/4/23 holiday ni answer. Called today informed only avaiabke Monday or Tuesday. Called ********* unable to help me. Just feel Guardsman hard to work with. 2 motors in 3 years. Hardly been able to use chair to recline. Hope you can help me.Business Response
Date: 07/12/2023
Our records show that the technician replaced the switch on 6/15/2023. We sent him back out on 6/28 and he reported the control switch works fine it is the mechanism itself that is not working. Our records show the mechanism was replaced on 5/19/222. The protection plan allows for a one time replacement of parts. The new mechanism that was installed is no longer covered under the protection plan.Customer Answer
Date: 08/02/2023
Complaint: 20278036
I am rejecting this response because:the chair is 3 years old and have 5 year protection plan and company has yet to let me know the results
Sincerely,
***** ***********************Business Response
Date: 08/22/2023
Our records show that we have spoken with you regarding this and advised that the ne time replacement is listed in the protection plan under service procedures section 5.3. We are unable to service this request.
5.3 Replacement, Reselection, or Your acceptance of a Cash Settlement will complete the coverage and all our obligations under this Plan for the stained or damaged area,
component, or Furniture item. A Replacement area, component, Furniture item and Reselection Furniture are ineligible for coverage and future claims under this Plan.
However, other original areas, components, or remaining covered Furniture continue to be covered, subject to the terms of this Plan.
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