Complaints

This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Guardsman has 43 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/03/2023

  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 ******************** Glider Recliner SKU#: ******** Model: M155-31R and Sofa SKU#: ******** from Nebraska Furniture Mart (NFM) on October 2, 2020. The Recliner was delivered on 4/9/2021 and the Sofa was delivered on 12/9/2020. I also purchased from NFM a 5 year warranty through Guardsman for $319.99 plus tax. I called Guardsman at ************ on 1/17/2023 to file a warranty claim since both pieces of furniture have a defective reclining switch that does not work anymore and require replacement. I did not receive any claim number or email response after filing the claim. I called again on 1/24/23 to check the status and was advised that it takes **** business days to respond, which would put it from 1/26/23 to 1/31/23. I called again on 2/3/23 and was advised that the claim is still in the que waiting to be processed.

  

  Business Response

  Date: 02/09/2023

  We do apologize for the delay in processing the claim.  We are currently experiencing a higher than normal volume of claims ad we are processing claims as quickly as we can.  We do how that the claim was processed today.  A technician will be in contact with you to schedule an appointment.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19330593
  
  I am rejecting this response because: I would like to receive a refund of my original warranty amount.  I do not wish to wait any longer.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/15/2023

  The terms of the protection plan would allow for a pro-rated refund. In order to determine the amount of the refund we would need a copy of the itemized sales receipt. You can email the sale receipt to;

  ***************************************************************.  Once we receive the sales receipt we will process the pro- rated refund.  We will cancel the work order that has been sent to the technician.

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19330593
  
  I am rejecting this response because:  I have already uploaded a receipt showing the cost of the warranty.  I will accept a complete refund.  No proration.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2023

  The terms of the protection plan allow for a pro-rated refund.  The amount of the refund would be $168.00. Please contact the service center at ************ Mon and Tues between 9:00am-5:30pm and advise if you would like this refund amount or if you would like us to send a technician.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19330593
  
  I am rejecting this response because:

  I am not concerned about what the terms allow regarding a pro-rated refund.  I am concerned about the terms that Guardsman was paid to repair my warranteed furniture in a timely manner, and that has not happened.  Therefore, please refund the full amount of the paid extended warranty since there has been no prior claim for the warranty, there will be no future claim, and Guardsman has been unable to honor the warranty that I paid.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/03/2023

  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 sectional sofa in March of 2019 from Nebraska Furniture Mart. I also paid $200 for a 5-year Guardsman warranty on the purchase. In December 2022 my cat made two stains on the couch that I cant remove. I filed claims with Guardsman on both pieces of the sectional couch on January 6, 2023. In the 4 weeks since filing the claim Ive called Guardsman 3 times to follow up. All I was told was the claim is still processing, you need to talk to a different department and theyre not here today, etc. I finally spoke to someone on January 30 who said shed have a technician call me to make an appointment to treat the stain. After leaving two messages with the technician he finally called back February 2nd. When I explained the stains arent visible because theyre inside the couch cushions he suggested contacting someone outside the Guardsman network to clean them. Given Ive already waited a month for Guardsman to make good on their warranty I agreed. The technician (I have his name but am omitting it because it says not to include personal information) then started harassing me with insulting messages. I finally blocked his number because he wouldnt stop texting me and none of the texts mentioned him contacting someone outside Guardsman to uphold the $200 warranty that is not expired and has not been honored.

  

  Business Response

  Date: 02/09/2023

  Our records show the technician was not able to return your call the same day you called they did call you back to attempt to schedule an appointment.   The protection plan does not cover odors or the cushion cores. The protection plan covers stains on upholstery.  We have sent the work order to another technician, however, they will still not clean cushion cores.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19326744
  
  I am rejecting this response because:

  This isnt what I was told when I purchased the warranty.  Nebraska Furniture Mart apologized for ever using Guardsman because they apparently had a history of refusing to cover claims and have delayed, misinformed and harassed me as I tried to get the coverage I paid for honored. 
  

  How can you say you cover stains but not odors when THE STAIN IS WHAT CAUSES THE ***** How this company  is accredited by the BBB is a mystery to me.

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

  

  Business Response

  Date: 02/15/2023

  We can't  speak to what you may or may not have been told by the store.  Claims are processed based on plan terms. Please refer to your protection plan regarding coverage.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19326744
  
  I am rejecting this response because:

  I would like a direct response from Guardsman regarding their employee harassing me by text, calling me stupid, etc. I dont need to refer to my agreement to know that I didnt pay $200 for that.  
  

  If they deny it I have pictures. I would think the company ignoring their employees harassing customers would have some effect on their BBB rating.

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

  

  Business Response

  Date: 03/23/2023

  Guardsman does not communicate via text so we would not be able to address this issue.

• Initial Complaint

  Date:02/02/2023

  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.

  I purchased a 5 year furniture warranty and have had a covered claim go unresolved since October 2022. It took months for them to acknowledge the claim and send someone out and then several months for them to review the technician report and order parts. Now its going to be several more months to get someone out to install the parts. Guardsman has made us without a usable living room sofa for over 5 months and counting. They knew getting parts and making repairs would be a long process and could have chosen to total the furniture so we could purchase a replacement but decided there is no repercussions for not handling a claim timely. I would never purchase another warranty from them. Its completely pointless when they dont take care of the damage in a reasonable amount of time.

  

  Business Response

  Date: 02/09/2023

  Guardsman is a cleaning and repair company and we don't just replace furniture if wear able to order parts. Our records show that you contacted us on 1/27/2023 to advise that you received the parts.   A work order was sent to the technician and we show the technician offered a couple of different days for an appointment and you refused both of those days. We reached out to a different technicians office per your request and we show that they have scheduled an appointment with you.  We have no control over technicians availability as they do not just service Guardsman customers and they set their own schedules.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18973550
  
  I am rejecting this response because: the repair dates offered are in late March. The furniture has been broken since October. You are not being honest or handling this timely. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/15/2023

  The information provided in our original response is accurate. Once we were notified that you received the parts we sent a work order to a technician. We have no control over the technicians schedules. The original technician offered two dates 2/17 and 3/10 both of which you refused. Per your request we sent the work order to another technician.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 18973550
  
  I am rejecting this response because: 

  We are 1 month away from this damage being a year old. Guardsman will not respond to emails, will not answer calls, and keep avoiding fixing the damage that we paid to have insured. I filed a complaint before and guardsman lied and said they issues were the furniture repair companies. I just talked to a furniture repair company who said no additional information was requested, and they are not busy. There is no reason this shouldnt have been fixed. Guardsman is in breach of contract and the full cost of the furniture should be refunded since we have lost the full use of it for almost a full year.

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

  

  Business Response

  Date: 09/29/2023

  Date Sent: 9/29/2023 10:20:22 AM
  We do apologize for the delay. We had been waiting for additional  information from the technician.  We do show that we spoke with you yesterday and offered you some options.  Once you decide which option you would like to take we will complete the claim.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 18973550
  
  I am rejecting this response because no one at Guardsman will respond to contact attempts to conclude this. 2 days in a row Ive waited on hold for hours until guardsman shuts down the phone lines for the day. Options were given, weve selected our option yet no one will process it because they dont answer the phone or respond to emails. Its likely to be another year before it gets resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/09/2023

  Our records show that we did speak with you on 10/6/2023 and the purchase order was sent to the Retailer that same day. Any questions regarding the store credit should be directed to the Retailer.

• Initial Complaint

  Date:02/02/2023

  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.

  BEWARE THIS COMPANY IS A SCAM. They charge you the premium for furniture damage/stain/spills etc. We filed our claim two months ago, never heard anything after 3 weeks. We called them and were told it is being processed. A week later called back and they said they couldnt find our claim and we had to resubmit a massive pdf document. Another week goes by - nothing. We called again and they said they were 2-3 weeks behind on processing claims. We asked to speak to the supervisor who gave us the run around. We are now around 2 months out and have gotten nowhere. Also, this coverage is not cheap! THIS COMPANY IS A MASSIVE SCAM operation. DO NOT BUY COVERAGE FROM GUARDSMAN!!!

  

  Business Response

  Date: 02/08/2023

   We show that a cleaning kit was mailed on 1/9/2023.  An email was also sent with instructions and a link to let us know if the cleaning kit worked or not once you received and used the kit. We do not show that was done. Our records show that  we did process your claim on 2/2. and you should hear from a technician by 2/9.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18971899
  
  I am rejecting this response because: we never received a cleaning kit. Please attach the package tracking showing it was delivered. To this date, Guardsman has not done anything to remedy our claim. We paid $500 for coverage and Guardsman continues to demonstrate that its business is purely a scam and Guardsman is a criminal enterprise scamming innocent unsuspecting customers. SCAM SCAM SCAM!!!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/15/2023

  Cleaning kits are sent out first class mail and we do not have tracking information for them.  The kit was sent on 1/9/2023.  We can not speak to why you wouldn't receive the kit we s end these kits out every day and we generally do not have an issue with customers receiving them.  As previously stated your claim has been processed.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18971899
  

  That is precisely what i thought you would say. Once again, no accountability. 

  "We definitely sent you the cleaning kit."

  I didn't receive it, can you please demonstrate that it was sent.

  "We cant prove that it was sent - it just was. We are the insurance company so what we says goes. You're the dumb customer who stupidly pays us and then we scam you. Get it now?"

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

  

  Business Response

  Date: 03/27/2023

  Our records show that we have been in contact with you and casings were ordered on 3/9/2023.  Any questions regarding the replacement should be directed to the Retailer

• Initial Complaint

  Date:02/02/2023

  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.

  Why are they ghosting customers who paid for their services?I summited a on Jan 17th, its been 3weeks, I still haven't received any emails on the process or whats happening my service ticket. I called the customer service department on the 24th Jan, they said it will take to 5-7 business days. technically it's the 6th day but thinking they will process it by 7th, giving the benefit of the doubt. on the 1st of Feb I called, spoked to a service agent name ******. I asked him the status of my service request. He said no one has looked at yet that he cannot do anything about it and they will need 10 business days at-least. But it's the 12th day, do you know when they will take a look at it or work on it? his reply No, I don't know. I said can I speak to someone who knows, and he said his manager is not available and the manager will call me. I asked what's the managers, so I know who I will be talking to. He said he doesn't know since there are 3 managers. This been said, I asked him so all 3 managers are busy at the moment to talk to me? He said yes, They will call me back. Right now I'm feeling frustrated, I have paid for their service. ( protection plan) for all my furniture. Is this joke when you actually need help they Ghost you? and not working on. timely manner. I think business who partner with other business to carry insurance should consider and read reviews. I'm still waiting for a call or any progress. Hope some one who wants to fix this issue would reach-out to me.

  

  Business Response

  Date: 02/02/2023

  Claim are processed in the order received.  We are currently experiencing an unusually high volume of claims which has led to the delay. Our records indicate that we have spoken with you regarding your claim three times.   Your claim should be processed by 2/3.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18966145
  
  I am rejecting this response because:

  This doesn't solve any issues. They are saying they are busy and will address the issue later. But when is later? It's been more than a month now. Its not an acceptable answer from a business. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/28/2023

  Our records show that your claim was processed on 2/2/2023 and on that date an email was sent advising we needed a copy off your itemized sales receipt.  This email was sent at 3:03 in the afternoon and would have come from our corporate email, The ************.  We can't move forward ***** the claim until the sales receipt is received.

• Initial Complaint

  Date:01/29/2023

  Type:Product 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.

  09/09/21 I ordered a chair from ********* Furniture. I purchased a protection plan with Guardsman *********************** Elite Protection Plan at the same time through the salesperson at ********* for $199.00. On 12/26/22 I had a stain from a spill , I filed a claim on that day and They have sent 2 different cleaners. Nothing has worked. I understood that if the cleaners did not take the stain off they would send a proffessional to clean it. I have talked to the customer service and they say to call a different number. When I call the different number they only answer on Mondays and Tuesdays. Several days have gone by the time Monday and Tuesday comes back around. Today i got an email saying they need more info after I have sent proof of my purchase and pictures of my cushion with the stain. They said they cannot get in touch with me. They have my phone # because I have to enter it everytime I email them. It is soon to be a month and I am afraid they will cancel my claim. Please help me. Also when I call on Monday or Tuesday I get a recording that they are behind and will get in touch with me as soon as they are caught up. Thank You

  

  Business Response

  Date: 01/30/2023

  Our records show that the s/r we originally received had the purchasers information covered up with business card from the store.  We do show a sales receipt was uploaded to our website  on /17/2023 with all of the necessary information.  Your claim was processed today and a technician will be in contact with you to schedule an appointment. The reason you received two cleaning kits is due to the fact that you submitted a new claim. when you sent the photos with the sales receipt.

  Customer Answer

  Date: 02/01/2023

   
  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:01/27/2023

  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.

  Furniture purchased from Havertys, purchased insurance from Guardsman that Havertys sold as a repair or replace damaged furniture. Filed claim with Havertys which took or 30dys to process, after jumping through hoops Havertys told us it was a Guardsman claim. Contacted Guardsman and their process is absolutely difficult, after another 30dys plus we were informed claim was denied because we took over 30dys to file claim. I believe their process is this was to deny claim and are fraudulent in their efforts to cover any claims. Even so much that their system was always busy or overloaded and took days to call back. Havertys and Guardsman should be held responsible for lying and selling a product that we pay a premium for.

  

  Business Response

  Date: 01/30/2023

  Our records show that a purchase order to replace the sofa and 2 recliners was sent to the retailer on 1/26/2023.  Any  questions regarding the replacement should be directed to the Retailer.

  Customer Answer

  Date: 01/30/2023

   
  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:01/25/2023

  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 immediately filed a claim after a spill had occured on my couch. I was sent powder to clean which did not work. I spoke to a representative and reported that the stain was still visible and was told that there was a backlog of cases but should hear back about the next steps in the future. six weeks later have not heard. The company is not accepting calls an other day than Monday and Tuesday and you are placed on hold for unacceptable wait times. Since I work I usually need to hang up since these waits can be in excess of 20 minutes. I finally got hold of the department and she said it had been processed. She said that nothing was being done since the cushion was already replaced. This is untrue. This is a two cushion sectional loveseat with removable cushions. one has a new cushion cover but the other one is now stained. so now I have a white couch with a visible stain on the cushion which is supposed to be covered by this insurance. I have provided pictures so clearly the event happened. This response doesn't make sense anyway because of my previous conversation with the representative and the fact that no one ever bothered to notify me that the case had been processed. Sounds like someone didn't really look at at the claim and made untrue assumptions. I rotate both my back and seat cushions as recommended to reduce indentations. to assume they know a cushion is the same one as was previously replaced is ridiculous. I did not specify in my complaint that it was a specific cushion. I just said it was a loose cushion. Are they going to try and say the claim was filed incorrectly and now its too late since they never responded. Beyond frustrated but not surprised since this company refuses to accept calls from customers except two days a week from people who have time be on hold?. good luck getting someone to help

  

  Business Response

  Date: 01/30/2023

  We have reviewed your claim and have overturned the original outcome.  We will send a technician to the home. If the technician determines this is the seat casing that was replaced he will not attempt to clean the stain.  If he determines this is the original seat casing he will clean the stain.

  Customer Answer

  Date: 01/30/2023

   
  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:01/24/2023

  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 5 year protection plan with Guardsman for a bedroom set that I purchased from Katy ********* on May 18, 2019. I recently moved and my dresser was broken in some places and there is some missing handles on the dresser. I have been trying to submit a claim for this and they are giving me the run around. First they have told me that I need to submit pictures and a receipt for my claim to be processed however, when I go to the website (the *** that they provided) and enter my information and try to upload the information requested, I am receiving an error message. I call the company to get assistance and then they tell me they need to transfer me to another department and where I typically wait for someone to come to the phone for ***** minutes. This claim started on December 22, 2022 and I still haven't been able to get in touch with anyone to help resolve my issue. I have read reviews stating that this company is a fraud but I want my dresser replaced since I paid for this protection plan and I can prove that I paid for this service. THIS COMPANY IS MAKING IT IMPOSSIBLE TO FILE A CLAIM SO THEREFORE THEY ARE MAKING IT IMPOSSIBLE FOR THEM TO PROVIDE THE SERVICE FOR WHICH I PAID FOR WHEN I PURCHASED THIS FURNITURE.

  

  Business Response

  Date: 01/30/2023

  Our records show we have spoken with you three times. The original call on 12/22/2022 reporting the damage. A call on 1/12/2023 advising we needed the photos and sales receipt and then again on 1/24/2023 where you spoke with our inbound team and they transferred you to the correct department, however, it does not appear that you stayed on the line to speak with someone. We do have an unusually high volume of claims at this time and due to this our hold times have increased. We are sorry you were getting error messages when trying to upload the photo we receive photos from customers everyday so we are not sure what the issue would have been.  We will forward the attached photos and receipt to the correct department so that they can complete your claim.  You should receive and email in the next 24 hours. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18891520
  
  I am rejecting this response because: I have contacted them more times then they have indicated and the reason that I didn't remain on the line was because it was more than 20 minutes on each occasion and I HAVE A JOB and am unable to sit on the phone all day. By the way, I'm not even counting the times that I have called their number and their recording states that they only take inbound calls on Monday and Tuesday from 9am-5pm EST. So unless you have time to call on these days, forget getting in touch with a representative.  I'm sure you all don't track those calls.  There was NOTHING wrong with my upload of my photos, I work in a technical field and your website is faulty on purpose so that you can continue rejecting claims and NOT living up to your word.  I have now received an email from an ANONYMOUS (someone named ***??) email stating that a portion of my claim is not covered under the claim agreement.  I HAVE NEVER RECEIVED A CLAIM AGREEMENT SO I HAVE NO IDEA WHAT IS COVERED, YOU COULD BE TELLING ME ANYTHING.  In addition, they are stating that a technician will contact me and if I don't hear anything within a week, I need to contact them again to schedule a technician coming out.  I don't want to sit on the phone with these people any longer, you need to make sure a technician contacts me right away to schedule the service.  ************ is deliberately making it difficult to contact them and get an agent to resolve any issues so they don't have to live up to their end of the protection agreement.  I still want it to go on record that this company is a SCAM and does horrible business and treats their customers like ****.  
  
  Sincerely sorry that I have to deal with Guardsman at all, 
  
  *********************

  

  Business Response

  Date: 02/02/2023

  Your protection plan should have been provided to you by the store when you purchased your furniture.  We would be more than happy to send you a sample copy of the protection plan.  As previously stated we are aware that we have longer than normal hold times at this time due to an unusually high volume of claims.  Our teams are doing their best to answer calls as quickly y as they can.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18891520
  
  I am rejecting this response because:

   

  I never received a copy of the protection plan agreement so yes, send me a copy so that I can review. 
  

  Everyone has longer than normal wait times so that is not an excuse. You all are purposely limiting customers being able to contact you all with the 2 days (Monday and Tuesday) you accept claim status calls and with that inept website. 

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

  

  Business Response

  Date: 03/27/2023

  Our records show that a check for a refund of the plan was processed on 2/26/2023. Please call the service center if you have not receivedthe check.

• Initial Complaint

  Date:01/23/2023

  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.

  Horrific service. Had I known the huge number of complaints I would not have purchased their Gold Plus Plan. My first service request on July 27th was about my sofa. The service technician he will not come over until after his vacation. When he did finally arrive he said my sofa was not fixable because the leather is a type that can not be fix. Aug 25th another email saying they would review the technician report. Sept. 19th another Guardsmen email said they sent Nebraska Furniture Mart a purchase order to replace the sofa, that NFM will reach out in two weeks to set up an exchange. As of today, I've not been compensated for the sofa. It has now been 6 months and NFM has not exchanged my sofa. September 2022 I initiated to more service requests for my dinning table w/4 chairs and my recliner. Table & 4 chairs: first they emailed me saying the numerous photos I email with the service request were not good enough and denied my request Then they email saying I was not timely with my request and denied again. Then they emailed saying furniture cleaned by commercial cleaners was not covered. I've NEVER had commercial cleaners in my house. I appealed their decision but never heard from Guardsman. Recliner: Guardsmen denied this request saying we do not fix tears. Reading the service agreement it says they do.I've spent ****** Gold Plus Plan, ****** Recliner/Rocker, ****** ************** and **** Sofa.I have not received the sofa from NFM, Guardsman refuses to honor their service agreement on recliner and table/chairs and hasn't bothered to respond to my appeal and I've spent almost ******* on furniture that can't or won't be fixed or replaced including the price I paid for this worthless warranty. It took me years to save enough money to purchase brand new furniture. Years of working two jobs to support myself and save. I've never had brand new furniture.It seems to me Guardsman warranty should be considered deceptive and fraudulent business practice.

  

  Business Response

  Date: 01/30/2023

  Our records indicate the purchase order was sent to the Retailer on 9/19/2022. We then received conflicting  information as to whether the sofa was still available or not. We received an email from the store on 1/25/2023 and they are still looking into this. Once they confirm the information we can move forward. This is not something the Guardsman has any control over. 

   

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18882899
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************