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 Professionals

  1141 Basse Rd San Antonio, TX 78212-1004

• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of San Diego

  28 Orange Ave Unit 1 Chula Vista, CA 91911-5155

• 

  Guardsman Furniture Pro of NY

  220 East Merrick Road Valley Stream, NY 11580-6063

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:05/01/2023

  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.

  Dear BBB:In January, my son spilled Coke on the wool rug we purchased through ******* Furniture. I did sop up as much of the Coke as I could with a rag and then kept blotting it until the surface was as dry as I could get it. Then, upon their recommendation when I bought the rug, I used water to keep dabbing at the Coke to get as much of it up as possible. By February (I had less than 30 days to submit my claim to Guardsman), I had called *******, several times leaving messages with them so I knew what to do about the stain on my wool rug. When the stars finally aligned, it had been nearly 30 days, but they did give me the phone number for Guardsman, and I called them several times in several days in a row without any answer. I left answers on their voice mail which were never responded too. I had sent them the claim for my rug and the pictures of the ********* stains on the rug as instructed in February, but now it is late April and I have still heard nothing. Again, I have called and called and left various messages. No luck. Finally last week, my husband recommended that I contact you. I first contacted ******* to get ********'s address, and they asked me what this was about. Somewhat panicked, the salesperson said she would talk to the manager (I heard them talking in the background), and then she told me he would contact his person at Guardsman. I said he could, but that I had no faith in the folks at Guardsman, so I was turning to the BBB. Ironically, I have not heard back from ******* either. This is my report. Thank you for your time. Sincerely,***************************

  

  Business Response

  Date: 05/12/2023

  The hours of operation for our Inbound customer service are Mon-Fr ************* EST.   An email was sent to ************************** on 3/15/2023 advising that we needed a sales receipt for the purchase of the rug and the Guardsman protection plan. The email stated that the sales receipt must be received in our office no later than 3/22/2023.  While that date was not correct, the sales receipt did need to be in our office no later than 4/14/2023.  As we have not received the sales receipt the claim has been closed and is not eligible for service. 

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased thousands of dollars of furniture in 2020 from ******* with coverage from Guardsman.I have a plan number and all the receipts that were also provided to Guardsman.I filed a claim with Guardsman in February 2023, they asked for proof of purchase, even though provided the plan number, so I provided my furniture receipt first, I did not hear from them so I called (you can only call on Mon or Tue and minimum time I was on hold was ***** minutes). When I called (again they did not let me know this until I called), they said I sent the wrong receipt, so I then sent the receipt they needed with the plan on it, and called again and to confirm receipt, they said we will get to it Wed-Thu-Fri. I heard nothing back until they said I took to o long and they are closing this case because I didnt get them the documentation they needed.So first, I gave them the plan number, that should be all they need - it was registered at the time of purchase, but I tried weekly to provide what they needed. Second, I own the furniture, receipts provided, I own the plan, receipts provided, but Guardsman is REFUSING service based on my not getting them proof on their timeline. I called weekly, I email more than weekly and tried and tried and tired for hours at a time to communicate - but even so, how does any a timeline absolve them from their contractual obligation to provide the services needed! You can only call Mon-Tues, I asked repeatedly in email for confirmation of receipt and only received 2 last responses, and I called every Mon or Tues, sometimes both to let them know each time I was working on what they asked for and confirming they had what they needed and each time they indicated that they would keep the case open. AND at a minimum I would think they say re-open a case, but they are saying I have NO options. Let me know if you need receipts. This company the WORST I have ever dealt with 60 years on this planet.

  

  Business Response

  Date: 05/02/2023

  The sales receipt was requested in the original phone call on 2/23/2023.  The terms of the protection plan states that we must receive the completed claim form and any  other required documents such as the sales receipt within 30 days of when you first report an issue with the furniture.  As a courtesy we extended the due date one week to 4/2/2023.  The valid sales receipt was not received in our office until 4/17/2023.  We are unable to service this request.

   

   

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19996190
  
  I am rejecting this response because:  1) I provided the plan # initially after calling Basset and they said "the plan is registered in your name so this should be all you need,'  so why should I have to send 3 year old receipts since the furniture and the plan covering the Funiture was all registered in our name in 2020 when we bought the furniture, 2) I communicated weekly, sometimes 2x weekly and each time was told that the case would remain open as we tried to provide evidence of what they already knew to be fact, and 3) regardless of their arbitrary timeline to prove something they already knew to be fact, the fact is that I own the furniture, the plan covers the furniture and therefore, they are bound to live up to the plan and take care of the issue.

   

  I have ZERO confidence they will do the right thing, they are simply looking for a way NOT to do what they should do.  Guardsman is a total scam and they should be punished for their unethical business practices.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/16/2023

  The sales receipt was requested in the original phone call.  the service agreement number does not tell us what furniture is covered under that service agreement number.  the terms of the protection [state:

  2.3 Guardsman must receive the following within thirty (30) days of when You report the stain or damage to **: You must properly complete, sign, and mail the
  claim form (from paragraph 2.2.) to Guardsman along with a copy of the sales receipt showing purchase of both the Plan and the covered Furniture, a copy of
  this Plan, and photos or other documentation that We may request to show the stain or damage for which You are making a claim. Otherwise, Your claim may
  be denied.

   

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19996190
  
  I am rejecting this response because:  I have repeated this numerous times, all throughout the process I attempted to operate in good faith within Guardsman's Guidelines.  They are an awful, unethical, untrustworthy company. Read the original recap of events - I tried to provide all the documents and communicate on their timeline, they do not care.  I have asked for help from Basset Furniture, I tried and tried to communicate regularly.  But to be clear, all of this is irrelevant. I own the service, they are refusing to stand by their service based on this timing technicality, in spite of my best efforts to meet their needs, when, as a service company, they should want to meet my needs, but obviously they do not care.

   

  I have explained over and over that I called every Monday and Tuesday - and they did not respond in a timely manner, ever.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/30/2023

  We do not have any new information regarding this.  The sales receipt was requested on 2/23/2023 but this was not received in our office until 4/17/2023.  We are unable to service this request.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 19996190
  
  I am rejecting this response because:

   

  I have stated my case numerous times. I have the service paid for for my products, they refuse to honor or allow me to be served by the agreement based on my documentation not getting there in time - but as I have stated numerous times, I tried and they have ignored my attempts to operate in good faith.

   

  Guardsman is a scam and I will well everyone I possibly can to never do business with them.  I have proven that I own the service and the products and have an issue the plan is supposed to protect against, but they will not honor the contract even though I communicated within the allotted time -their system is set up to force you to be late - no one to all no one responds etc until the 'due date' is impossible to meet.

   

  Total SCAM.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Guardsman Gold plan with all of the furniture I purchased for my new house one year ago. The plan has 5 years of coverage. I submitted a claim on 4/10/23 and according to the company claims are supposed to be processed within 10 business days. I believe they are stonewalling

  

  Business Response

  Date: 05/02/2023

  Our records show  that your claims were processed on 4/28/2023 and an email was sent on that day advising they were processed.  A technician will be in contact with you to schedule an appointment.

  Customer Answer

  Date: 05/02/2023

   
  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: 08/02/2023

   
  Complaint: 19995136
  
  I am rejecting this response because: Hello, I have been dealing with Guardsman for months to try and get a resolution for a claim I filed with them regarding damaged furniture. I've spent hours and hours on hold and they have an absurd 6 week reply policy. Now I am unable to get in touch with the business and they are beyond their 6 week response time. My customer number is ******* and my claim number is ********. At this point I believe the business is operating in bad faith and not covering the gold plan that I purchased though them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2023

  Date Sent: 6/13/2023 8:59:52 AM
  

  Our records show that we did receive the technicians  report on 5/10/2023.  Due to an unusually high volume of claims once the  technicians report has been received they are generally reviewed within ***** days. We will forward your information to the appropriate department to see if they can review this any sooner.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 19995136
  
  I am rejecting this response because: This is the second complaint I have filed about this business. I have been dealing with Guardsman for months to try and get a resolution for a claim I filed with them regarding damaged furniture. I've spent hours and hours on hold and they have an absurd 6 week reply policy - they originally tried to claim they are delayed due to covid. Now I am unable to get in touch with the business and they are beyond their 6 week response time. My customer number is ******* and my claim number is ********. At this point I believe the business is operating in bad faith and not covering the gold plan that I purchased though them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2023

  Date Sent: 6/26/2023 12:52:46 PM
  

  Our records show that we spoke with you on 6/2/2023 and advised that we are waiting for additional information from the Retailer. We reached out to then again on that same day.  Once we receive a response from them you will be contacted.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed claim at the end of March. It is now the end of April and no one has contacted me. I have contacted company 3 times and each time. I get the same bogus answer about claims being processed in the order received. Its obvious that this company is trying to drag their feet with this.

  

  Business Response

  Date: 05/02/2023

  In reviewing your claim we do show that there was an error on our end.  You should have received an email advising  we need a copy of your itemized sales receipt, however, we show this was never sent.  Please email a copy of the receipt to **************************************************************. 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. also, please put claim number 12333309 in the subject line of the email.  We do apologize for this error.

  Customer Answer

  Date: 05/02/2023

   
  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,
  
  Moleik Washington

• Initial Complaint

  Date:04/24/2023

  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 in December 2022. I did NOT hear from Guardsman until January 2023. They scheduled a service tech to come out on 2/15/2023. *****, the service tech told me that he'd submit the paperwork for my rug to be cleaned. He NEVER followed through. Now, Guardsman is telling me that my claim is closed and that I have to submit a NEW claim. I reached out to ***** on 3/3/2023 asking him about my rug. He NEVER responded to me. I've called him and I've NEVER heard back. I'm beyond livid over ALL of this. This is a complete nightmare.

  

  Business Response

  Date: 05/02/2023

  Our records show  that we spoke with you on 4/24/23 and have forwarded your claim to the appropriate department.  Once they have reviewed your claim they will contact you. 

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner from NE Factory Direct in ************, and purchased the warranty from Guardsman to cover any problems that might arise.Well a problem arose, so we filed a claim with Guardsman 3-23-23. After hearing nothing from them for 3 weeks, I called to find out the status of my claim. I was told my claim was in the cue and I would be hearing from someone soon.I called again and again and can get no information.I called again today, and was put on hold, again.This time it's been over an hr. , so I decided to file this complaint while I remain on the line and hear their on hold loop, FOR OVER AN HOUR!

  

  Business Response

  Date: 04/28/2023

  We do apologize for the delay in processing and the lengthy hold times.  Do to an unusually high volume of claims we are currently experiencing some delays.  Our records show that the claim was processed on 4/19/2023 and an email was sent on that day advising the claim was not accepted for service.  The protection plan states that any stains or damages must be reported to Guardsman within *********************** damage occurring. The claim was submitted on 3/23/2023 and the claim form states the damage occurred 2/14/2023.  This is outside of the required timeframe.  We are unable to service this request.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a brand new sectional from ********* in 2022 and was told to purchase the warranty from Guardsman in case something ever happened to the sectional (such as a tear, break, stain, or a technical issue) and they would fix it. I filed a claim with several issues happening at once with our sectional. I had to file it online because they wouldn't do it over the phone. A few months went by with no information on our claim (no email, phone call, or by mail). I was getting ready to call, but did end up finding an email in my spam folder from the claims department. All of the issues that we submitted were either "not covered" or "it may be covered". We were told from the beginning that the issues I submitted would be covered, and since then, we've had 2 more issues come up. We've tried contacting a manager a couple of times and no one would call us back. We want our sectional repaired like we were told it would be if any problems occur.

  

  Business Response

  Date: 04/28/2023

  The term of the protection plan state that any stain or damage that occur to the furniture must be reported within *********************** damage occurring.  We were contacted on 11/9/2022 and the claim form states the damage occurred 9/1/2022. in addition the protection plan states that the frame, springs and mechanism's are covered only if they were originally covered under a manufactures warranty that has expired.  The damage occurred while the furniture was still under the 1st year manufactures warranty.  We are unable to service this request.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have the guardsman protection plan. Our account number is ********. 5 year protection plan was purchased in July 2019 at decorum in ********** submitted a claim for a clear drink stain on the sofa. I was told I would receive a cleaning kit but I never did. I called on several occasions and I have been continuously placed on hold. On the last phone call I was passed to three different departments to see why i didnt receive the kit and I was left on hold for 30 min before I was disconnected. I would like to have either the cleaning kit or someone that can actually come to the house to perform the service. If this is not possible then I am requesting a refund.

  

  Business Response

  Date: 04/20/2023

  Our records show that a clam was started on 3/23/2023 and a cleaning kit was sent to the address provided. Since you have not yet received the cleaning kit we will forward your claim to the processing team.  You should receive email communication by the end of the day regarding the claim.

• Initial Complaint

  Date:04/12/2023

  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 sent pics and all information to have chairs repaired per my service agreement.Its been a month and send email correspondence, but nothing on when a person can come out and no Manager will call you, after several requests.

  

  Business Response

  Date: 04/18/2023

  Our records show an email was sent to you on 4/13/2023 advising your claim had been processed.  A technician will be contacting you to schedule an appointment for any breakage.  If the chairs are just loose this would not be covered under the plan.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 19926997
  
  I am rejecting this response because: Purchased extended warranty on December 2021 for chairs knowing they would get stained at some point. I filed a claim to have stains cleaned along with pictures and claim was denired.
  I purchased an extended agreement. for cloth chairs, knowing they would get stained. They do not want to clean the chairs,
  

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

  

  Business Response

  Date: 10/10/2023

  Date Sent: 10/9/2023 10:54:58 AM
  

  The Guardsman protection plan does not provide service for general soiling from daily use.  This is listed under the "What is not Covered" section of the protection plan.  We are unable to service this request.

   

  7. Some causes and some types of stains or damage are not eligible and are therefore excluded from coverage under this Plan. This Plan provides no coverage or
  service for any of the following.

  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:

  7.4.6. The buildup of stains, soil, or damage that accumulates gradually over time from repeated use, rather than from a particular occurrence. This includes,
  but is not limited to, stains from perspiration, hair oil, or body oil.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 19926997
  
  I am rejecting this response because:
  I would like a full copy of the contract. My husband purchased it, hes deceased and I took over.

  I need to j know what the extended contract covers.

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

  

  Business Response

  Date: 10/18/2023

  We will get another copy in the mail today.

• Initial Complaint

  Date:04/07/2023

  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.

  We filed a claim with our furniture protection plan on March 16, 2023. We are told the claim is in the queue and we have to wait until our turn. Their website says claims are reviewed in 10 days. False! Every time I call them, I get an apology and am told there is nothing they can do to speed it up. They never put me in contact with anyone who can do anything. In the meantime, the stain and tear that we filed the claim about is getting worse. We believe the company is stonewalling us!

  

  Business Response

  Date: 04/10/2023

  Claims are processed in the order received and due to an unusually high volume of claims there has been a delay in processing.  Our records do show that your claim was processed today and an email was sent advising the claim was processed.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 19909484
  
  I am rejecting this response because: We have a service agreement with Guardsman for our sectional. We filed a claim in March because we noticed a stain on the sectional. On May 16, a service person was sent to assess the situation - he determined that the part needed to be replaced and said he would request that Guardsman order the part. Heard nothing from Guuardsman and contacted them early July. Was told the part was ordered and would be sent directly to me. I should contact the furniture manufacturer to see when it would come. I have asked for the part order number that is needed to track it down but Guardsman refuses to send it to me. Now I see posted on their website on July 25 that the part is not available and that Guardsman will contact me about how to resolve this. It is now Sept. 18 and I have yet to be contacted. I have tried calling the ********************* there NUMEROUS times but NEVER get through. They are avoiding making good on this.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/19/2023

  Our records show that we spoke with you on 9/18 and offered options.  At your request the email below was also sent on 9/18.  Once we receive your decision we can complete processing the claim.

  rom: Guardsman Consumer Options 
  Sent: Monday, September 18, 2023 11:57 AM
  To: *********************
  Subject: ******************* sectional Claim #******** Options
  
  Hello,
  
  Here are the options we discussed on the phone today.
  
  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 $1,217.00.
  You will keep the sectional as is and the protection plan will end on the sectional.
  
  ******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 $6,083.00 which is what you originally paid for your sectional. This allows you to choose merchandise in the store up to the above referenced amount.  The store will pick up the sectional upon delivery of the furniture that you choose.  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. 
  
  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. 
  
  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.