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 FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

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  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:06/14/2023

  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 Human Touch Massage chair from Haverttys Furniture on 5/25/20. Also purchased a Guardsman protection plan for this chair .On 10-05-2022 filed a claim with Guardsman due to the chair malfunctioning. It was stuck on the position button and could not get the chair to operate to massage. A tech was sent and parts would need to be ordered. Parts received and Tech came out on 02/23/2023. Once again unable to repair because of wrong parts. Parts needed to be ordered.I have tried over and over again to contact Guardsman but no one ever answers. On hold for hours.******** generates email saying we are waiting on update from manufacturer. I have contacted Human Touch and they state they have no problem with supply of parts but cannot help me. I have to go through Guardsman. This has been going on for approximately 8 months now and I still have not had my chair repaired or replaced if not fixable. My Guardsman claim is ********

  

  Business Response

  Date: 06/16/2023

  We have reached out to the Retailer to confirm that the correct parts were ordered.  Once we receive a response from the Retailer someone from our Resolution team will be in contact with you.

  Customer Answer

  Date: 06/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20188134
  
  I am rejecting this response because: This is second complaint. Thought it was resolved. Purchased a Human Touch massage chair from Havertys furniture 0n 6-18-2020 along with a Guardsman 5 year warranty. On 10-05-2022 chair stopped working and I filed a claim. Tech came out took pictures parts ordered. Parts arrived tech came out wrong parts. Tech took pictures again parts ordered again. Parts came tech came back to fix.. wrong parts again. So 10 months this has taken and I have been without a chair. I cannot get any resolution of this problem and 10 months waiting for a repair is UNACCETABLE at this point. I call Guardsman and the resolution department only works on Mondays and Tuesdays. As I file this complaint I have been on hold for 1 solid hour so far. I contacted Human Touch and they can only give me information and they state this is not a difficult problem to fix. The terminology used for parts by Human Touch seem to be different from Guardsmans Third Party Techs. I contact Havertys and they say I have to go through warranty. I am getting the run a round and now I just want a brand new replacement chair. If they order more parts it will take another 3 to 4 months and there is no guarantee they will be correct. I am ready to just throw the chair out because it is no use to me. This type of service is unacceptable . I do not know who is to blame but I want a new chair because if I keep getting parts I will be able to build my own chair. This is frustrating, I am still on hold with Guardsman as I type and oops music stopped after 1 hr 13 minutes and oops now they ended my call. They just like to hang up on people.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/07/2023

  Our records show that we spoke with you today and advised that we have sent the purchase order to the Retailer to replace the chair.  Any further questions about the replacement should be directed to the Retailer.

  Customer Answer

  Date: 08/09/2023

   
  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. I have been contacted and a replacement is now on its way.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/08/2023

  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.

  I filed claim number ******** on 5/14/23 with Guardsman . When I purchased Guardsman's Furniture Protection Plan on 3/15/19 I paid $349.99. Guardsman advertises that they provide the following services under their "gold" plan: CLEAN ACCIDENTAL STAINS SUCH AS Food and beverage stains Household stains Ink stains Lipstick, nail polish, cosmetics Human and pet bodily fluids REPAIR ACCIDENTAL DAMAGE SUCH AS- Punctures, rips, cuts, tears, and ***** in most leathers and fabrics *****, heat marks, scratches, and gouges in wood Springs, frames, and certain mechanisms The dispute that I am having Guardsman is that I have filed a claim with their company and they are not providing the services that they claim to do. I filed a claim to have stains cleaned on my sofa, loveseat and recliner. Also I have a USB Port mechanism on my sofa that does not work anymore. I did submit pictures to Guardsman also. After many emails and phone calls we finally received a response via email from Guardsman today 6/8/23 and their company denied our claim. Guardsman is stating that all of our stains are "accumulating" stains and that our USB Port does not work due to "everyday" use. I do agree that some of the stains could be "accumulating" but in fact 2 of the bigger stains have occurred within the last 30 days (which is part of their policies). Iced tea was spilled on the loveseat and iced tea was spilled on the recliner. Also Guardsman is stating that electronic components are not covered under our plan. When I purchased the plan back in 2019 it was explained to me that the electronic components were covered. Guardsman HAS NOT made an attempt to resolve this issue. All that their company has done has given me the run around and excuses to not provided their services. Guardsman WILL NOT even send a person to our house to look at our issue.

  

  Business Response

  Date: 06/26/2023

  The claim form received reported "Dirty/dingy/general soiling, stains from everyday use. The protection plan does not cover stains that accumulate from normal use of the furniture.  The photos received show there is an accumulation of stains on the furniture not a stain from a single incident. In addition the *** port not working is not covered under the plan.  We are unable to service this request.

  6. What is Covered

  This Plan provides coverage for the following accidental stains or damage that arise from a specific occurrence, except for what is listed in the What is Not Covered section

   

  7. What is not Covered

  7.4. Wear-and-tear. This Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wear-and-tear, including but not limited to:
  7.4.2. The buildup of stains, soil, or damage that accumulates gradually over time from repeated use rather than from a specific occurrence. This includes,
  but is not limited to, stains from perspiration, hair oil, or body oil.
  7.6. Ineligible Furniture and Components. This Plan does not cover the following items:
  
  7.6.6. Components and mechanisms integrated into Furniture, including but not limited to adjustable bed frames, sinks, plumbing, robotics, TV lifts,
  electronics, *** ports, electrical outlets, electrical appliances, fireplaces, clocks, or others that are not included in Section 6, What is Covered.

• Initial Complaint

  Date:06/08/2023

  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.

  Date of transaction is 10/12/2018. $1474,59 I did a claim for stains and damage happened to the Living room because my kids spelled nail polish and food accidentally during a party. We tried to clean it using the kit they provided ** when bought it, didnt work. Im referring to claims ******** and ********. They just declined the claim without talking or emailing or contacting me. Usually when claims done, insurance companies contact and send someone to inspect and discuss the claim. The reason of denial is the damage and stains I reported not covered which is not correct as they should cover any accidental stains or damage. Tried to contact by phone, they only open Mondays and Tuesdays while Im working. I called them, after long wait like 45 minutes, the call quality was so bad. The agent asked me to send receipts which I did. No answer for 3 weeks. Called again, the agent was so rude and was talking to me very loudly and cutting me each time I talk. She told me the claim is denied and there is no way to reopen or file a new claim.

  

  Business Response

  Date: 06/13/2023

  Our records show that we spoke with you on 6/8/2023 and advised we need an overall photo of each piece of furniture that you reported stained/damaged.  We have not received these photos as of today.  Once we receive the photos they  will be reviewed and you will be contacted.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20160569
  
  I am rejecting this response because: The complaint I did here for Claims 12341537 and 12343283 for the Living room purchased in 2018.

  I spoke with Guardsman **************** last week for another claim and pictures were sent. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/14/2023

  The previous claim was not accepted for service due the to damages not being covered under the plan.  General soiling, odor, scratches, stress tears are not covered under the protection plan.  Please refer to the "What is not Covered" section of your protection plan.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20160569
  
  I am rejecting this response because: It is an accident physical damage which should be covered under the plan. You took the decision without even contacting me. the way you handle claims is not fair. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/15/2023

  There was no incident reported.  The claim form states this is from regular use at your home. In addition, even if there was an accident that caused it these issues are not covered under the plan.

• Initial Complaint

  Date:06/07/2023

  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 am raising the complaint after trying to resolve with Guardsman team in the past 2 months. Phone support is not available. I was pushing for a response through online message option that triggered an email response after multiple follow-up. No disclosure of support person’s name and phone number. I keep hearing new reasons to deny. I requested escalation highlighting that I am not aligned. Ask was denied.
  
  I made claims for recliner and dining table set purchased using my friend’s NFM account. Delivery address, delivery person’s name (Linked to Guardsman warranty) are different than the owner’s account. It took a while to make them understand with multiple discussions. Telephonic support was not reachable/down most of the times. Standard automated message says that they are closed. Always?
  
  Finally, I got a person to send the claim link after aligning on the details. I submitted 2 claims on 3/6 and 8/6 this year. An email came a few weeks later highlighting rejection. Some reasons with 1 claim only. I was able to connect the reasons with recliner claim. I hence wanted to appeal the claim for dining table asking for more details. I kept hearing the same stuff.
  
  Dining table claim is related to puncture. It is in the coverage list. I keep hearing that it is not covered. Email response pushed through follow-up is not helping. No phone support.
  
  I then heard that I already made a claim on dining table. I did not. When I challenged, I was asked to share my invoices. I did. I keep hearing the same that I made a claim. I am not sure why I had to experience this pain for an incorrect data/processing at Guardsman’s end. It just takes 2 minutes to validate that no claim is linked to my home address. Not listening by email. They keep telling that it is closed.
  
  Lastly, I heard a new reason that I did not contact them within 30 days from the issue start date, This is also not accurate. Telephonic support was poor. I should have escalated earlier. I waited. Did not help.

  

  Business Response

  Date: 06/03/2023

  Based upon information provided, this customer does not have a contract with Furniture Care Protection.  The consumer mentions that his issue is with Guardsman. He will need to file a complaint with them.

   

  Thanks

  Customer Answer

  Date: 06/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have warranty contract with Guardsman. This is what I mentioned in the issue description. Issue was not with Furniture care Inc. I agree with Furniture care Inc.,. This issue needs to be addressed by Guardsman.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 06/07/2023

  The terns of the protection plan state that any stains or damages to the furniture must be reported to Guardsman within 30 days of the stain or damage occurring.. We were contacted on 2/8/2023 from Ramaseh Jannagathan who advised he was a friend of the owner of the furniture and reported damage to a sectional and 6 dining chairs. The claim forms state the damage occurred 11/15/2022 and 12/1/2022..  This exceeds the 30 day timeframe as outline in the protection plan. Also as was advised via email the invoice that was sent for the dining furniture shows this is the same dining furniture that was replaced previously. We are unable to service this request.

• Initial Complaint

  Date:06/07/2023

  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.

  Protection plan with Guardsman was purchased at the time of our area rug purchase. I have since filed three separate claims on 3/22/23, 5/14/23 and 6/4/23. I have still not been contacted by a technician for a home visit. I have applied the fabric cleaner as instructed with improvement and have filed the subsequent paperwork that was required to continue the claim. I have contacted the company on several occasions between 4/28/2023 and most recently on 6/7/23 (4/28, 5/9, 5/14, 6/4, 6/7). The company repeatedly stonewalls and transfers to a different department who is unable to provide an update. One representative informed me the claim was denied after review by a technician, but no technician visited my home and the representative agreed that the damage does meet the terms of the agreement. I have been given the area technicians contact number whom I have also contacted and left a voicemail to please return my call to set up an appointment, but have not received a return phone call. I have repeatedly been unsuccessful in requesting assistance and evaluation from the company per the terms of the agreement. Per my five year repair or replacement service agreement (********) the rug is protected for 5 years, but I have been unable to get resolution to have it either repaired or replaced. At this time I am hoping you can help facilitate a replacement as the lack of response from Guardsman has resulted in a persistent and pervasive urine smell for 3 months.

  

  Business Response

  Date: 06/13/2023

  We do apologize for the delay. We are looking into why you were not contacted by the technician sooner and will deal with that internally. Our records show that the technician has confirmed the work order that was sent and there is an appointment scheduled for 6/16.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/06/2023

  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 purchased a sectional from Steinhafels Furniture in April, 2021. It was delivered in September 2021. At the time of purchase I also purchased the 5-Year Gold Complete Advantage Plus Furniture Protection Plan. In May 2023 I noticed seam separate on the back of the middle piece of the sections. According to section 6.1.5 of the 5-Year Gold Complete Advantage Plus Furniture Protection Plan contract "This Plan provides coverage for the following accidental stains or damage from a specific occurrence during normal use...""Fabric Leather Nubuck and Vinyl Upholstered furniture:" "Seam Separation". I completed the claim form and provided pictures of the damage (attached). My claim was denied because the damage is considered a manufacturer defect. This was not due to a manufacturer defect. It was due to my cat scratching at the back of the couch which I was told would be covered by the Steinhafels sales representative I spoke with when I original purchased the sectional. I assumed I completed the claim incorrectly so I reached out to Guardsman. I asked the representative if I could provide proof that this damage was due to my cat scratching and she said no. There was no way to change anything about my claim or provide additional supporting information. Seam separation is clearly covered damage according to the contract. There is no way Guardsman could determine the damage was due to manufacturer defect without inspecting the damage. Especially after nearly 3 years of use. I would like Guardsman to honor our contract and reevaluate my claim by accepting additional information or having a technician verify the damage in person.

  

  Business Response

  Date: 06/07/2023

  Claims are processed based on the information provided on the claim form.   The claim form states "I'm not sure what caused the seam to fray. I think it's due to normal wear or stress. " Before a claim is submitted you must acknowledge that the information provided is accurate.  We are unable to change the cause of the damage once a  claim has been submitted in order to get something covered.  We are unable to service this request.

   

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Trinity Fuss

• Initial Complaint

  Date:06/05/2023

  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 September 2022 and am still waiting on the claim to be completed. Had a technician out in February 2023, was told by tech the piece of furniture could be repaired to then get an email saying it would be replaced. It is now June 2023 and I have been on hold for an hour and a half today 6-5-23 one of the only 2 days the department I need to speak with is open. Have not heard anything back from the company since March I believe. Also, I have updated the phone number multiple times with multiple representative, however they continue calling the old number.

  

  Business Response

  Date: 06/06/2023

  Our records show the purchase order for replacement was sent to the Retailer on 4/14/2023.  Any questions regarding the replacement should be directed to the Retailer. 

• Initial Complaint

  Date:06/02/2023

  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 purchased a GOLD plan with a piece of furniture from Havertys in 2020. I noticed stains and a seam separation in the past 2 weeks and called in to file a claim. The associate told me all would be handled and he send me a link to "finish up" online.The website constantly reset my initial inputs over and over, to the point I had to change dates, reasons, and other items until it accepted them. Lo and behold, a day later - I got an email "rejecting" the claim due to date issues. I told the associate over the phone I had issues online, he basically told me too bad, can't help and hung up on **** filed a complaint with Havertys to either get the issues with the furniture fixed or refund me the scam of an "insurance" product these folks are selling.

  

  Business Response

  Date: 06/05/2023

  The online system is not able to over ride the information entered.  A date has to be entered for each stain or damage that is reported.  We were contacted on 6/1/2023 and the claim from states the seam separation  occurred on 5/1/2023, and the general soiling 1/1/2023. In addition, general soiling is not covered under the plan. As a courtesy we have overturned the seam separation since this was only 1 day past the 30 timeframe. We will contact the technician to add this to his work order. 

   

  Customer Answer

  Date: 06/05/2023

   
  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:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018 we bought a $1.889 table from ***** ***** and purchased Guardsman 5-yeart Gold Complete Plan Plus Protection Plan (Agreement Number ********). The table was damaged earlier this year and they sent a technician to look at the damage. The technician said he could not repair the table. Section 5.1.3 of the service agreement sates that If the technician can not remedy the stain or damage, we will arrange to provide a replacement or if a replacement is not available, then a reselection at the retain store where you bought the Plan, or a refund . The exact same table model number is available, but in a VERY slightly different stain but now at a higher price (approx. $3,000). They will not replace the table and will only provide us a refund for the original amount. When we told them that the exact model number is available their response was yes the table is available but not in the finish you purchased it in. Replacement has to be for the same exact item. Again, the same table model with the same wood material, but in a slightly different satin is available from *********************. They reference ***** ***** Guardsman Service ******** in their response.

  

  Business Response

  Date: 06/05/2023

  The terms of the protection plan state that the replacement of the original piece of furniture. The retailer has advised the *************** is no longer available.  The ************ that are available are the store credit for the original purchase price of the table or the settlement.

• Initial Complaint

  Date:06/01/2023

  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.

  Our claim was denied because we filled out the online forms incorrectly we marked the wrong item. When we called to explain they said they had to go with what was on form

  

  Business Response

  Date: 06/05/2023

  Claims are processed based on the information provided on the claim form.  The claims states the stain is head stain and also states it is from where your head rests on  the chair.  Stains from where your head rests on the chair are not covered under the protection plan.  When a claim is submitted you must verify:

  If the Claim information is correct, please validate the information by confirming
  the following:
   I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.

   

  We are unable to service this request.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20131984
  
  I am rejecting this response because:
  It is not body fluid it is that the color is wearing off in the leather. It's the second one in the set to have problems with the dye in the leather. I would like a repairman at least come look at it and see what it is. I shouldn't have to determine what it is that's why I paid over ****** for protection plan.

  . 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/06/2023

  As previously advised claims are processed based on the information provided on the claim form and the claim form is very specific about the issue with the furniture.   In addition, the color wearing off is not something covered under the plan. We are unable to service this request.