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 Master Finishing

  1931 Spreading Bough Ln Richmond, TX 77406-1881

• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

• 

  Guardsman Furniture Pro of NY

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

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:03/21/2023

  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 couch and a love seat with the 5 year Elite protection plan from Jarons Furniture on December 6, 2021. The furniture was delivered in February 2022. On December 26, 2022 I report stains, a tear and a popping noise on the sofa. I also reported a scratch on the loveseat. I was sent a cleaning wipe to see if the stain would come out. The stain did not and I advised I would like a professional to clean the stain. No response on the tear, scratch or mechanical issues with the recliner. I reached out again in January and was told they did not have my information on file as a plan being purchased. I was provided an email to send a copy of the receipt and agreement to. I sent receipt and agreement. I called again and Guardsman stated they did not have the agreement and receipt and asked me to upload it on their site. I could not do that because the site did not recognize my information. I called back and provided a copy by email. I called to follow up and they claimed they still did not have it and I emailed them again on March 1 and March 6. I still have not received a response. Now I have two tears in my sofa and I have a ******************************************************************* her mouth. The reclining mechanism on the sofa is still making noise. The back cushions are sagging (which I was told would be covered if it happened by the employees at ****** due to having pets). There are stains from my baby spitting up and animals. There is still a tear on the loveseat. This company has been a nightmare to deal with. I absolutely do not purchase furniture without protection plans because I have kids an animals and I know damage will occur. I would like a refund or a replacement for the purchase of the sofa and the protection plan as if I only receive a refund for the protection plan I cannot purchase another 5 year plan with anyone else and the repairs will be costly.

  

  Business Response

  Date: 03/28/2023

  The terms of the protection plan state that the completed claim form and sales receipt must be received by Guardsman within ********************************************* damage.  We were contacted on 12/27/2022 and at that time it was advised that we would need a copy of the sales receipt. There was no sales receipt included with the claim.  On 1/20/2023 at 9:02am we sent an email advising the sales receipt was needed. The sales receipt was not received in our office until 3/21/2023.  Which exceeded the required 30 day requirement.  In addition, animal damage is not covered under the protection plan. We are unable to service this request based on plan terms and coverage.

• Initial Complaint

  Date:03/14/2023

  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 purchased warranty on our reclining sofa and on February 6 the switch for the recliner went out, I turned it in with all pieces of required information on February 7 and did not receive a single bit of correspondence from Guardsman until March 6, I called many times throughout the weeks and was told we were in a queue list and I asked every time if we could just order the part as it would be a simple fix for us to do we just need a part so we can recline again. On March 6 the email said a technician would be reaching out to schedule within 5-7 days and of course we heard nothing. I called the number provided and was told there are no technicians and we must wait for one. I asked again if I can just order the part, was transferred to another line and waited on hold for 30 minutes where no one answered. It has been over 5 weeks for what should be a simple fix. If there are no parts or technicians I except the sofa to be replaced.

  

  Business Response

  Date: 03/22/2023

  Our normal process requires that a technician be sent to the home to attempt a repair.  Our records show that you advised you didn't want a technician to be sent you just wanted a replacement part.  Your claim has been forwarded to our Resolution team to see if a part can be ordered or if they will require a technician be sent to the home.  We have forwarded your information to them and they will be in contact with you once they review your claim.

• Initial Complaint

  Date:03/10/2023

  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 submitted a claim for repair of a warranted item in August. I called to inquire and was given a service request number of ******** in September but later advised my claim was closed because I failed to respond timely. Later in December, I received my original claim back from the post office as UNDELIVERABLE, address unknown, but I verified it was correct as instructed. I have been emailing, trying to resolve this since that time with NO response from the vendor. Every time I call, they tell me I have to call ************, their adjudication office on a Monday or Tuesday ONLY. But I never get through, I am placed on hold for well over an hour each time, sometimes disconnected. Please see if you can get the company to contact me and help resolve this.

  

  Business Response

  Date: 03/17/2023

  Our records show that the technician was just in the home on 3/14/2023 and we have  received his report.  The technician reports are processed in the order that they are received and you will be contacted one the report has been reviewed,

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19581241
  
  I am rejecting this response because:

  Please confirm that BOTH ends of the sofa recliner set, right and left, will be addressed in final repair or settlement.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/23/2023

  The infomation from the technicians report will be reviewed and once it is you will be contacted as to what the resolution will be.

  Customer Answer

  Date: 03/23/2023

   
  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:03/09/2023

  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 have purchase two different plan from gaursman, with my other plan I submit a claim and they took 6 month and no replay so I called them and they said ohh your plan is expire and I throw that money in gutter and month ago I submit other claim under defendant piece plan and same thing no response and no clue how long it will take and all they need to hire agent who speak English and also has idea or clear answer, I am looking for refund never doing business with this company

  

  Business Response

  Date: 03/17/2023

  Our records show that the technician was in your home on 2/14/2023 and that we also spoke with you on 3/15/2023 to let you know that the service has been approved.  The new work order has been sent to the technician and they will be contacting you to schedule an appointment.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19576895
  
  I am rejecting this response because:I don't know which technician come to my home and did talk to me on 15 February I was the one who called to report the problem because you send me some spray to fix the spot and it didn't not work. Thank you for approving my order. But no one called me yet.  
  
  Sincerely,
  
  M Amin

  

  Business Response

  Date: 03/28/2023

  We do apologize, it looks like the claim we referred to was actually from March of 2022.  We do show a current claim for a sofa and a rug.   The email below was sent on 3/10/2023 advising we need a sales receipt showing the purchase of the rug and the protection plan for the rug.  Once the sales receipt is provided we can complete processing the claim.

  From: Guardsman NMI Follow Up 
  Sent: Friday, March 10, 2023 3:03 PM
  To: **************
  Subject: claim#********
  
  Service Request Number: ********
  Dear *********************,
  We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents.
  The sales receipt for the Rug is missing. Please provide a copy of the sales receipt showing your information, the Retailers information, the purchase or delivery date, the furniture that was purchased and the Guardsman Protection Plan purchase.
  You can reply to this email and attach a digital copy, or you can mail it to Guardsman *************** PO Box *****, ************, **, *****. Be sure to reference the above Service Request Number on any correspondence.
  We must receive this in our office no later than 3/21/23. Otherwise, your request will be closed and no longer eligible for service
  
  If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday between the hours of 9:00-5:30 Eastern Time. Be sure to respond via either email or phone within 15 days, or your claim will be closed and ineligible for processing.
  Thank you for choosing Guardsman.
  Sincerely,
  Guardsman Service Center

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19576895
  
  I am rejecting this response because:

  I currently have claim for sofa if you see and listen the conversation about rug I just asked her that since plan say rug protection rug is also included or not and she open the claim we did purchase the rug but that one expire currently we have only sofa under the plan and I like move with sofa. 
  
  Sincerely,
  
  M Amin

  

  Business Response

  Date: 04/18/2023

  We received two claim forms completed by you one for a rug and one for a sofa.  The claim form for the rug says "unknown stain, food spile" If you were not requesting service on a rug a claim form did not need to be submitted  Our records show the claim for the sofa was processed and we show there is an appointment scheduled for 4/15. We also show  a Supervisor  called and left a message on 3/13.

  Customer Answer

  Date: 04/21/2023

   
  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,
  
  M Amin

• Initial Complaint

  Date:03/08/2023

  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 Purchased the 5 year Guardsman protection Plan for my reclining couches when i bought my furniture. I placed a claim in to Guardsman several months back on 10/8/22 because one of my couches were torn i filled out the form and sent the pictures i received an email months later stating that my claim didn't get there within the 30 days and they would not honor it, well this was around Christmas so the mail was probably delayed. Now i sent in another claim with both couches my sofa and love seat they are both torn, ripped and i sent a lot of pictures with the damage. I received an email stating they weren't going to cover it because this was an old claim. i sent back a message stating this was new and i paid for the 5 year warranty and that it was going to expire soon i never used my protection plan and i need to use it now due to my couches being damaged and i waited several weeks for a reply they sent me there number to call which i did so many times and kept getting the service line to hold and never was able to reach a person was always an automated line to hold and then hung up. i sent an email again stating i called the number and couldn't speak to anyone and to this day i never got anything back. I would like my protection plan to be honored and my couches fixed or replaced at this point.

  

  Business Response

  Date: 03/09/2023

  Our records show the claim was not accepted because the leather on the furniture is cracking and peeling.  This is not covered under the protection plan.  This damage is listed under the "What Is Not Covered" section of the plan.  We are unable to service this request.

• Initial Complaint

  Date:03/07/2023

  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 submitted a claim on 1/3/23 on a couch I purchased at Havertys in ************ ** It is for a small seam separation. It is now March 7th and still no resolution. I have called Guardsman multiple times and have spoken to two people one who claimed to be the resolution department but all they told me was my claim is in the process department. Could not do anything until it had been processed. I call that passing the buck. I asked to speak to a manager but none were available, sent me to a voicemail where I could leave a message. Not holding out much hope that anyone will respond. I paid $516.42 for the protection plan. This is a terrible customer service department and company to do business with. I did call the store where I purchased my furniture but they could not help either. Just want my couch fixed or the money back for the protection plan.

  

  Business Response

  Date: 03/09/2023

  Our records show an email was sent on 1/20/2023 advising we needed photos of the damage.  We do not show receiving the photos.  We are not able to move forward until we receive the photos.  See email below.

  From: Guardsman NMI Follow Up 
  Sent: Friday, January 20, 2023 6:26 PM
  To: ************************
  Subject: GUARDSMAN CLAIM 12307775
  
  Service Request Number: 12307775
  
  Dear *********************,
  
  Please upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area to our website as described below.
  1.Go to www.guardsman.com 
  2.Click on Consumers at the top of the page.
  3.Click on Submit a claim
  4.Click on add photos
  5.Enter your last name, zip code, and phone number or service agreement number
  6.Click on add photos
  7.Upload an overall photo of each unit of furniture and a clear photo of each stained/damaged area.
  "Stains on upholstered furniture: Along with the overall photo, take a clear photo of each stained cushion, so the entire cushion is visible from edge to edge.
  "Tabletops: Looking down at the tabletop (cleared of all personal items), take a clear photo of the entire top. This can be broken into two photos if the top is too large.
  8.If you are unable to upload the photos to the website, you can email them to *****************************************  using your request number as the subject line.
  
  Thank you for choosing Guardsman.             
  
  Sincerely,
  
  Guardsman Service Center
  
  

   

• Initial Complaint

  Date:03/05/2023

  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 purchased a warranty from NFM that was supposed to be honored by Guardsman but guardsman has declined my claim requests giving me a new excuse each time. Excuses such as - Claim filed too late - Manufacturer issue The warranty I purchased was sold with the understanding that the claim would cover any and all damage. However when I asked them to cover a claim they I believe denied the claim b/c the claim would require them to either spend too much on the repair or offer me the purchase price of the sofa that the warranty was bought for.

  

  Business Response

  Date: 03/09/2023

  The protection plan has a very specific list of stains and damages that are covered, the plan does not cover any and all damages.  The damages that have been reported are not covered.  The stress tear and fabric wearing are listed under the "What Is Not Covered" section of the protection plan. The terms of the protection plan also state that any issues with the furniture must be reported to Guardsman within 30 days of the issue occurring and we do show one of the claims was denied because it was not reported within that time frame. We are unable to service the request based on plan terms and coverage.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19544313
  
  I am rejecting this response because:

  1- the issue is with the frame of the couch, the tear/rip is where the frame issue physicaly manifests itself.  Based on my conversation with the tech that was sent to my house he stated the issue was with the frame.  He also stated the repair work would be extensive as it would require the couch to be unupholstered and frame reapired/replaced and then reupholstered.  Due to the extensive nature of the original issue and the substantial cost Guardsman rejected the claim.  The tech/repairperson stated that due to the time and cost assocated with fixing the frame most likely guardsman would offer to repalace the couch or offer funds for a replacement of the couch once guardsman approved the claim.  When the original issue was reported the frame began to creak and it has progressively gotten worse.  The repairperson/tech also indicated that the issue I reported was a known issue and had indicated the process and results I shold expect were based on other similar claims.
  

  1- the issue was reported immediately as soon as it was observed which was reported within 30 days
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/17/2023

  The technician reports states the frame needs to be modified, which is not covered under the plan.  The frame is not broken.  We are unable to service this request.

   

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19544313
  
  I am rejecting this response because:

  Guardsman comes up with a new excuse each time their excuse for denying my claim is refuted. 

  First it was that the tearing (side effect of the issue) was not covered

  Second excuse was that it was not reported in time.

  New excuse is that frame needs to be modified which is not covered, modified aka repaired.

  Guardsman has made no ******* effort to resolve the issue from the very beginning.They have been deceptive and duplicitous in all their dealings with my claims.  Each time a claim was opened for the original issue they came up with a new reason to deny my claim.  I have been informing them about this issue.  NOW they say that the claim is rejected b/c the frame needs to be "modified"; isnt "modified" another word for repair?  I do not believe Guardsman has ever had any intention to resolve this matter in a fair way.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/23/2023

  We understand the issue is with the frame.  The technician has advised that this is a design flaw and the only way t o correct the issue is to modify the frame.  We do not **************** or design flaws as we do not manufacture the furniture. This is not a repair but rather changing the design of the furniture.  We are unable to service this request. 

• Initial Complaint

  Date:03/05/2023

  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.

  We purchased a dining room table from ***** ***** along with a Guardsman Policy.Table is showing wear and laminate is splitting from the table and filed a timely claim along with pictures on 2/21/23 Received email below on 3/3/23 Thank you for submitting your claim to Guardsman. We have carefully reviewed the information that you provided and compared that information to the coverages and exclusions of your Guardsman Protection Plan.The information below provides a description of each item for which you filed a claim, along with an explanation for each item. Based upon the information that you provided, your claim is not eligible for service for the reason(s) below:Table-Dining - Finish Lifting/Peeling - The damage you reported is not covered by your protection plan. Please refer to the section of your plan titled "What is Covered." In some protection plans, this can be found in section 6.We encourage you to refer to your protection plan for complete information about coverages, exclusions, service procedures, and the length of coverage.I have reviewed on protection plan and do not see any reason why this claim should not be covered and request help in getting this claim to be covered.

  

  Business Response

  Date: 03/09/2023

  The protection plan is designed for accidental damages to the furniture.  There was no incident or accident reported.  Upon further review we are going to have a technician contact ** to schedule an appointment to come to the home and look at table.  You should hear from the technician within a week.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19542136
  
  I am rejecting this response because: I have not heard back from anyone at Guardsman to come out for the repair.

  Please keep this complaint active.

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

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

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

  

  Business Response

  Date: 03/22/2023

  Our records show that there is an appointment scheduled for 3/27/2023.  If that is not correct please contact the technician's office at ************.

• Initial Complaint

  Date:02/28/2023

  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.

  Files claim with Guardsman. Claim number ******** filed on 10/10/22. Our couch has ripped leather and rivets that are loose making ****************** torn in the rivet location. The Guardsman plan was sold by Steinhaufels Furniture. We were told when we purchased the warranty, the plan would cover any tears in the leather. We also reviewed the plan. Excerpt from the plan "REPAIR ACCIDENTAL DAMAGE SUCH AS- Punctures, rips, cuts, tears, and ***** in most leathers and fabrics".I just got off the phone with Guardsman and she told me Guardsman denied the claim, stating they do not cover rips in furniture. We never received a denial notice.I am writing this as the plan clearly says tears would be covered and Guardsman denied. ************ said they have nothing to do with Guardsman and I need to work with Guardsman. I will be filling out an executive complaint, which is the process the Guardsman associate provided during todays phone call. We also had a rocker chair that the leather broke down, probably from bodily fluids. The warranty says " Human and pet bodily fluids" is covered. They also denied this part of the claim too. DI see Guardsman is rated A+ on this BBB site. The ratings of Guardsman is less than a 2 on this site.I do not think your BBB rating is close to the rating Guardsman should get. The furniture warranty is a scam. We paid just under $400 for the plan in 2019. Wasted our money.I also do not think ************ represented the plan correctly. The salesman told us tears are covered and if seams come apart that is covered as well. Seems like the 2 companies are scamming consumers.I will not be going back to with company in the future.

  

  Business Response

  Date: 03/01/2023

  The claim for the rocker recliner states the leather is fading/discolored where your head rest with no incident and states maybe poor quality leather.  The protection plan does cover bodily fluid stains such as blood, vomit, urine and feces.  It does not cover hair/body oils. The claim for the sofa reports scrapes and a nail not attached correctly which are not covered under the protection plan.  While the protection plan does cover accidental rips (there was no accident reported) it does not cover stress tears which is what the photos we received show. We are unable to service this request.

• Initial Complaint

  Date:02/28/2023

  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.

  Bought a recliner from Steinhafels in September 2017 and purchased the extended warranty for $168.87. Chair broke in August of 2022. Filed a claim #******** and they sent a repairman who could not fix the chair. They would send for a part, but then was told it was sept to the wrong address. It is now March and still nothing and no one to talk to. I would like a refund of the $168 or a new chair, as I don't think the part is coming. Have tried to contact them several times, but get an autoreply. My husband is 88 and needs his chair and soon. I sure hope some one can help me.

  

  Business Response

  Date: 03/01/2023

  We contacted the store on 2/15/23 to get an update on the parts and they advised us they did not have an ETA for the parts yet.  We do not have control over how long the parts take to get from the manufacture.  Any questions regarding the replacement parts should be directed to the store.

  Customer Answer

  Date: 03/08/2023

   
  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,
  
  *************************