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

  
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  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

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  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

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  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  I purchased a warranty from this company for $500. I have been trying to get my claim processed since 2/4/2022. I have made multiple attempts since then to get the replacement coverage on my claim. Not only have i been given the run around, the employee also hung up on me for asking to speak to a supervisor on 01/23/2023 at 1:20pm. This is fraudulent. I want the warranty on the furniture that i purchased.

  

  Business Response

  Date: 02/09/2023

  Our records show we spoke with you on 1/23/2023 and advised the phone number provided was not in service.  We updated the phone number and resent the work order to the technician and show that an appointment has been scheduled for 2/15/2023.

• 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.

  Filed claim 1-3-23. Supposedly they tell me I put 12-1-22 as incident date. It happened 12-11-22, and there was no confirmation of claim to see if it was done correctly or not.It's a FIVE YEAR WARRANTY, ridiculous that my claim was denied over a possible typing error. My denial email came today, 1-23-23. I called the number on the email, and was hung up on in the end. I was told to write as on paper in a letter to a PO box in ************. A letter. That I'm SURE they will say they never received... to ask about a reconsideration.So I have a broken couch with a 5 yr warranty that was purchased 3-29-21. I also had called 4 times asking for info on whether the *** port not working was covered. No one could tell me, and every time someone was supposed to call me back. I have NEVER received a single call from them.

  

  Business Response

  Date: 01/25/2023

  All claims are processed according to plan terms and the information provided on the claim form. When a claim is submitted you receive a pop up message that states your claim has been submitted. In addition, before submitting a claim you must acknowledge the following:

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

  We are unable to service this request based on plan terms

  
  

• Initial Complaint

  Date:01/18/2023

  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 warranty plan with the **mpany on 6/25/2020 for a leather recliner which ac**rding to their brochure (attached) **vers punctures, rips and tears on leather. A button on a long sleeve shirt I was wearing caused a cut/tear on the armrest of the chair as I was getting up. The **mpany denied the claim saying the damage is normal wear and tear. The furniture store where I purchased the chair has talked to Guardsman to validate my claim to no avail. I have a picture on my phone which shows it is an obvious tear and not normal wear and tear. The BBB saw the photo and the furniture ** agrees this is a valid claim.

  

  Business Response

  Date: 01/23/2023

  Our records show we received a claim stating the lather was cracking/peeling from normal wear.  That claim was denied as a cracking/peeling is not covered under the plan.  We then received a claim in which the cause was changed and as a courtesy a technician was sent out to look at the recliner.  The technician's photos and report support the original claim and show the leather is cracking.  This is not covered under the protection plan even if there was an incident that caused the damage.  We are unable to service this request.

• Initial Complaint

  Date:01/09/2023

  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.

  On or about November 4th a technician was sent to my house to repair the headrest in a recliner that was not working. The technician attempted to make repairs, reinstalling a fastener that had fallen out. When done the headrest would raise, but not all the way. I was then told by the technician that there was nothing he could do that day, he had too many other jobs that day and did not have time. He stated, I will turn in paperwork to order the mechanism that was bent or broken and someone would contact me. He then assured me that this process would take more than a month or two and that someone from guardsman would be contacting me. After not hearing anything for 3 months I called guardsman and they said there was no paperwork turned in by technician and there was nothing they could do I only had 30 days to file a complaint after a technician was out. It seems very fraudulent when the technician sent out says "Don't worry about it, don't call, I'll turn in the paperwork, and it'll take 30 to 60 days before you hear from Guardsman, You how slow they are" Then when I call and sit on hold for over an hour and a half the company tells me I only have 30 days to contact them after a technician comes out and that there was nothing they could do for me.

  

  Business Response

  Date: 01/16/2023

  Our records show the technician completed a successful repair on 10/4/2022. the terms of the protection plan state if there is an issue with the repair you must contact Guardsman within 30 days of the repair.  Guardsman was not contacted until 1/9/2023 to advise there was an issue. This is outside of the 30 day requirement. 

• Initial Complaint

  Date:01/06/2023

  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 warranty for my new couch. I submitted over a month ago. They keep telling me to call another department that does not exist. I have been told they cant help me to call the other non existent phone number for help. This is such a scam. They also wont give me my money back I paid for the warranty.

  

  Business Response

  Date: 01/11/2023

  The department you need to speak with does exist.  The temporary hours for that department are Monday and Tues 9:00am-5:30pm EST.  Our records show an email was sent on 12/2/2022 at 9:02am advising that we need a sales receipt. Once we receive the sales receipt we can complete processing your claim. You can email digital copy of the receipt to ***************************************************************.  Please put your claim number ******** in the subject line of the email. 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.

• Initial Complaint

  Date:01/05/2023

  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.

  Purchased insurance for damages on my dining table purchased from Mor furniture. The table has water spots I reported to mor furniture who shared that I was still under coverage and sent someone out to evaluate. the shared that I can replace it. I went to replace it and they shared that it is past their coverage policy and I would have to report to the insurance carrier Guardian for then to cover it as they do cover water spots. I contacted guardian and they said that there is a required reporting time. They did not share this with me when I first reported the damage. I feel because I am a senior citizen of 70 yrs of age that they are telling me one thing on the phone and making me file on line when I shared I don't have a computer. I had to have a neighbor find time to find the report, and they still denied me after I submitted pictures. It is unfair that an organization would take advantage of seniors in this way I feel its abuse of power.

  

  Business Response

  Date: 01/11/2023

  In reviewing your claim it does not appear that you have Guardsman protection plan.  We have not sold protection plans to Mor Furniture since 2017.  It appears that your protection plan may be through Guardian.   If this had been a Guardsman claim the terms of our plan state that you must report any damage to your furniture within 30 days of the damage occurring.  We were contacted on 12/09/2023 and the claim form states that the damage occurred 3/22/2021.

• Initial Complaint

  Date:01/04/2023

  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 bought a *************** from Furniture For Less in ******** on 2021/09/06 I purchased the warranty with Guardsman because the warranty covers animal damage and I have 3 dogs. I submitted my claim on Nov 14/22 for a rip. I was approved and they said they could not fix the rip that they (Guardsman) would reach out to Furniture for Less to order the console for the Loveseat, having to replace the whole console because where the rip was. I reached out to Furniture for Less, the store does not do business with that business anymore (the loveseat) ******* the store manager at Furniture for Less told me he emailed Guardsman and told them this. ******* told me they only have a few in stock left and when there gone there's no replacing it because they no longer have access to this set because they no longer do business with this company. I reached out to Guardsman and they told me they don't have this email from *******. Reached back out to ******* he says they sent it. Guardsman have been saying everything is backed logged because of Covid. I've been patient I've even asked to be CC'd on emails between Furniture for ****************************** ******* said he wasn't sure if he could do that?

  

  Business Response

  Date: 01/05/2023

  Our records show that a purchase order was sent to the Retailer on 12/19/2022 we did not receive a response from the retailer that the part was not available until 12/29/2022. I show that we have spoken with you and sent an email confirmation that we have sent a purchase order to the Retailer to replace ************.  Any further questions regarding the replacement would need to be directed to the Retailer.

  Customer Answer

  Date: 01/05/2023

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

• Initial Complaint

  Date:01/04/2023

  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 sofa and warranty from Havertys in Norfolk (Sale #****-680071) on 6/13/19, warranty: Guardsman Gold Protection Plan #********. A stain happened in 9/22, I called a few days later to put in a claim. I was asked a lot of questions regarding the type of stain and location, etc. I was told someone would call me within two weeks. In Oct. I called again and was told I was suppose to fill a form out on line. I was not told that when I called in Sept. I requested the form by mail b/c Im not good with computers. I was told ok and not to worry about the time b/c they have my Sept call records. but it never came. Called back in Nov, I was helped with the online form and was told it went through ok and that was all I needed to do. Again nothing from this company. I cant get anywhere with these people. I paid $249.99 for the warranty and I want the stain removed or my sofa replaced as it states in the contract that I paid for in good faith. Can you please help me with this matter?Thank you,

  

  Business Response

  Date: 01/05/2023

  Upon review of the original phone call on 9/28/2022 the agent advised that they were sending an email with a link to complete the claim online and that the claim must be submitted within 30 days. The claim was not submitted until 12/7/2022 which exceeds the required ******************** the plan. We are unable to service this request.

• Initial Complaint

  Date:12/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted a claim for furniture repair. There was a typo on the date 10/15/22 and should have been 11/15/22. They would not let me resubmit the claim with the correct date and said my claim was still denied. She transferred me to the escalated department and I left a message. ***** returned my call and now I can't get a live person to discuss it. I knew I had a 5 day window to report the tear so why would I take a month to report it? It is bad business to not allow customers to correct errors just to get out of fixing furniture that I paid the warranty for. My claim number is ********.

  

  Business Response

  Date: 01/03/2023

  All claims are processed based on the information provided on the claim form.  The claim form states the damage occurred on 10/15/2022.  In addition, before a claim is submitted you must acknowledge the following:

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

  We are unable to service this request.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18658447
  
  I am rejecting this response because:
  The appropriate information was provided only the business reported the date was incorrect. To this date I not received my copy of what was submitted.  I regret purchasing a warranty from a company that denies claims in this manner.  I want a refund of the policy since it is obviously a waste of money.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2023

  The claim was processed with the information provided on the claim form. The claim form which is filled put by the customer provided the date. We are unable to service this request.

• Initial Complaint

  Date:12/28/2022

  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.

  The sectional with the three recliners arrived. They were working. The armless one was somewhat defective but would recline and go back to its normal position. A few months later the motorized lever stopped working.

  

  Business Response

  Date: 12/29/2022

  Our records show that Guardsman was contacted on 11/28/2022. The claim form states the sectional arrived somewhat defective and the claim form states the issue occurred on 10/10/2022.  The terms of the protection plan state that you must report any issues with the furniture within 30 days of when the issue occurred.  This timeframe was not met.  Also, the plan excludes issues that were there when the furniture was delivered.  We are unable to service this request based on plan terms.