Complaints

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

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• 

  Guardsman

  3196 Kraft Ave SE Ste 105 Grand Rapids, MI 49512-2079

  
• 

  Guardsman Furniture Pro

  5299 Sleepy Hollow Rd. Newburgh, IN 47630

  
• 

  Guardsman

  2010 Farmington Bend Dr Germantown, TN 38139-4260

• 

  Guardsman Furniture Pro of NY

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

• 

  Guardsman Wood Pro

  5932 Pulaski Ave Philadelphia, PA 19144-3823

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:12/02/2022

  Type:Product 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 Guardsman warranty for a reclining sofa and loveseat from LaZBoy in September 2017. I called to file a claim on November 4, 2019. I was emailed a form to fill out and send via mail with a copy of the receipt. I received a copy of the original receipt from ******** on November 27, 2019 and mailed the required documentation to Guardsman on November 28, 2019. I called for a status update a few weeks later and was told there is a processing delay due to the holidays. I called back in January and was told it could be a few more weeks. I called again in March and was told COVID put a halt on things for now. I called again in late 2020, but they were closed, even mid-day. I called in 2021 and was told it would not be processed since 30 days passed from the initial damage date. I asked for a supervisor, but the agent could not transfer me and said I needed to wait for a callback. I never received a call from Guardsman. I spoke to an agent again in late 2021, but I could not understand anything said other than, "I understand your inconvenience" and "I apologize". I asked for a refund due to the breach of contract when they refused to process the paperwork or send anyone to repair and clean the furniture. I was again told a supervisor would call me, but I have not received another call. I kept calling and was told I must wait for a supervisor to call me back, but they cannot provide an estimated time. I called again in early October about a refund since they refuse to allow me to file a new claim for the damage that occurred more than 30 days ago. I brought up the information about me filing it timely. I was told that it they probably didn't process the claim due to staff shortages during COVID, but too late now. Now when I call, they say it is too late to receive a refund since the contract expired. My contract expired 5 years from the date of delivery (October 15, 2022) I would like a refund, as the company breached the contract & failed to deliver services.

  

  Business Response

  Date: 12/07/2022

  Our records indicate we received a phone call on 11/4/2019 reporting damage to the recliner and at that time a claim form was sent. We did not receive the completed claim form or sales receipt in our office.  We were not contacted again until 12/2/222. The terms of the protection plan state that the completed claim form and all other required documents must be received by Guardsman within ********************************************** damage to your furniture. We are unable to service this request and the terms of the protection plan do not provide for a refund of the plan.

• Initial Complaint

  Date:12/02/2022

  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.

  I filed a claim online and selected what I thought was the best description of the damage "rip/tear- within 1/2 inch and parallel to the seam". based on this information the claim was denied stating a stress tear. They have never seen the damage or ask any follow up questions, just denied the claim. So, I am to believe no matter what happens in that area it will be DENIED! I was unlucky enough to get 2 rude customer service reps (I believe he was the same person both times) I believe his name was ******* and I recorded our second conversation and both times he hung up on me while I was asking questions. The claims process is a joke with this company. The product was sold to me as a no questions asked type warranty but, we know that is not true. They have so many little loopholes to deny everything and they make the process some long and difficult. I was on hold for nearly an hour just to follow up with my claim since I was never notified that it was denied. I think it speaks volumes that this company has aI filed a claim online and selected what I thought was the best description of the damage "rip/tear- within 1/2 inch and parallel to the seam". based on this information the claim was denied stating a stress tear. They have never seen the damage or ask any follow up questions, just denied the claim. So, I am to believe no matter what happens in that area it will be DENIED! I was unlucky enough to get 2 rude customer service reps (I believe he was the same person both times) I believe his name was ******* and I recorded our second conversation and both times he hung up on me while I was asking questions. The claims process is a joke with this company. The product was sold to me as a no questions asked type warranty but, we know that is not true. They have so many little loopholes to deny everything and they make the process some long and difficult. I was on hold for nearly an hour just to follow up with my claim since I was never notified that it was denied. I think it speaks volumes that this company has a BBB liaison that they ask you to speak with first. I was also told that a supervisor was not available, but I could leave a voicemail if I wished. Furthermore, the fact that BBB complaints filed against a company doesnt affect their overall rating seems shady to me. What does affect their rating on the BBB website if not the legitimacy of a companys actions? that they ask you to speak with first. I was also told that a supervisor was not available, but I could leave a voicemail if I wished. I left a voicemail several days ago and no one has returned my call. I even called the number for their BBB liaison and nothing. I have since filed an additional claim on a separate piece of furniture and... guess what? DIENED! that too is a manufacture defect. This company is a complete scam but they have an A+ rating, i guess as long as you pay the BBB you can maintain your rating regardless. Furthermore, the fact that BBB complaints filed against a company doesnt affect their overall rating seems shady to me. What does affect their rating on the BBB website if not the legitimacy of a companys actions?

  

  Business Response

  Date: 12/07/2022

  The protection plan is an accidental protection plan with a specific list of accidental damages that are covered.  The claim forms we received have no incident or accident and one claim was submitted as a rip/tear within a 1/2 inch of and parallel to the seam and the second claim form states "the fabric is cheap and did not hold up well."   These damages are not covered under the protection plan as we do not manufacture the furniture and have no control over how well it holds up. We are unable to service these requests. We do apologize for the experience you had with your phone calls and will review the calls and provide any feedback needed to the Representative you spoke with.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18477204
  
  I am rejecting this response because:

  My complete response was not addressed

  You cannot tell me that accidents do not happen within a 1/2 inch of and parallel to the seam. Additionally you cannot tell me that accidental damage does appear cheap. NONE ONE from this company ever considered reaching out for photos or any clarification. in fact I shared photos of the damage with a person that used to deal with you at the company I purchased the furniture from and they stated that damage was clearly not a "STRESS TEAR" on the chair. They also said the other denial seemed correct which I can accept since they took the time to talk to me and explain vs just hanging up. *** also explained that they are no longer doing business with your company and that speaks volumes!  Your process is setup to lead people down the path of DENIAL! This company is a scam and the fact that you are allowed to continue doing business is proof that the BBB is a scam as well. I have never seen so many complaints filed against a company let alone see how you could possible have an A+ rating. Since the BBB reads this you have not responded to my question about filing a complaint against your company and how they have an A+ rating.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/05/2023

  We were supplied photos with the new claim where the accident that caused the damage was changed and those photos support a stress tear/fabric failure The original clam form also did not report any accident that caused the damage. Stress tears are listed under the "What is not Covered" section of the plan and would not be covered regardless of what may have caused it.  We are unable to service this request.

• Initial Complaint

  Date:11/29/2022

  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.

  This is a complaint about Guardsman and also about Nebraska Furniture Mart (NFM). On 27-APR-2018 I purchased a sofa from NFM which included a Guardsman extended warranty package. The value of the sofa was $3,089.97 and the Guardsman extended warranty was $319.99. With taxes and the delivery fee, the total purchase price was $3,810.35. I filed my first claim with Guardsman (Claim #********) on 12-MAY-2022. Guardsman would not honor their warranty for stains, tears, peeling of the leather and this is part of my grievance. For months I was told that the equipment to be repaired (those things they would honor) were on backorder due to COVID and their reduction in force. The repair equipment was finally shipped to my home in late October 2022 (nearly 6 months) and it was determined that they did have my equipment for quite some time at their dock; it's just that no follow-up was done on their part to get the repairs going. Another claim was filed (#********) for the leather issues but was told that we errantly misidentified the month the damage occurred and had to send in a letter on 28-NOV-22 asking them to edit the claim and reinstate it (we are still waiting on this). NFM stated they would honor a full refund if Guardsman just provides a Return Authorization; but Guardsman will not do so. My ask of BBB is that Guardsman honor the Return Authorization request which we have asked for in our many conversations with Guardsman, so that we can return the furniture for a refund in the amount noted above. Guardsman is not honoring their warranty for which we paid for and clearly in violation of their Service Agreement (#********) with me on my sofa purchase.

  

  Business Response

  Date: 12/05/2022

  Guardsman does not have any control over how long it takes parts to be delivered by the manufacturer.  We do show a technician is scheduled to install the parts on 12/14. 
  
  Your letter was just received today. All claims are processed based on the information provided on the claim form.  The reporting timeframe was not met for the claim submitted on 11/7/2022. In addition, the leather rubbing and the decorative stitched coming loose is not covered under the terms of the plan. 

  
  We have processed the claims according to plan terms and we are unable to service this request. 

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18479941
  
  I am rejecting this response because: Guardsman is refusing to honor their service package which I purchased. It was reported that there were damages to the leather which is clearly covered in their service agreement but Guardsman is stating that the service package I have does not cover it. Attached documents clearly show that my service agreement with Guardsman identifies that they are to cover damages to the leather (cracking, peeling, punctures). Even the technician from Guardsman noted in the claim work notes that there were punctures and other damages to the leather when he came to inspect the furniture. It is evident that Guardsman is failing to do business in good faith by not performing the repairs that they are supposed to do. If Guardsman is unwilling to honor their service agreement then I want a full refund of my service agreement purchase along with and including a return merchandise agreement for the sofa so that I can obtain a full refund on my entire purchase price. I purchased this sofa from Nebraska Furniture Mart and they have assured me that they will honor a full refund if Guardsman will provide me with the return merchandise authorization.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/05/2023

  We have no new information on this claim as previously stated all claims are processed based on the information provided on the claim form.  The reporting timeframe was not met for the claim submitted on 11/7/2022. In addition, the leather rubbing and the decorative stitched coming loose is not covered under the terms of the plan. Resubmitting a new claim does not change the outcome of the original claim. In addition, the plan does not cover stress tears or the decorative stitching pulling loose.
  
  We have processed the claims according to plan terms and we are unable to service this request.

• Initial Complaint

  Date:11/26/2022

  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.

  My complaint is with the guardsman furniture protection company. I purchased a furniture warranty from a local furniture store and guardsman advertises that they either repair or replace furniture that falls damaged under certain categories, pet bodily stains included. I filed a complaint with the company, they sent a repair person of their choice out, he could not clean or fix the furniture, so guardsman denied my claim and reported it was due to normal wear and tear when in fact it was pet stains that under their warranty information, states they offer cleaning and repairing of. They are advertising that they will repair or replace furniture due to certain circumstances if you purchase their warranty, yet when you file a complaint they wont cover it and suite it under their wants so they do not have to take action. They are frauding customers by stating even in pamphlets that they will cover stains and damage when they ******* customers when they try to file the claim and report it as something not covered. I even sent in proof that they report that they cover pet stains and damage, however they still denied my claim conveniently after someone couldnt fix it which would indicate they are suppose to repair my damaged/stained pieces unable to be fixed by their repair person.

  

  Business Response

  Date: 11/28/2022

  The protection plan is for single incidents/accidents that *** occur to the furniture.  The protection plan does not service for stains that have accumulated over time. The technicians report and photos show an accumulation of stains/damages across the sectional. We are unable to service this request.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18465162
  
  I am rejecting this response because:
  It is not stains collected over time. The plan simply states pet stains which is what is on the couch and like I stated in my claim I attempted to remove them myself and some came out but others didnt, with a rip that is suppose to also be covered. I attempted to shampoo my sectional as stated in the claim and was unsuccessful, which is why it appeared as old stains as the stains that would not come out remained with the stains that I shampooed had lightened.  A claim was sent on the rip as well and ignored. The technician you sent to me did not even attempt to touch a stain or the rip to service my piece of furniture. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/05/2023

  The technician report and photos show that there is an accumulation of stains and damage across the sectional.  The photos show that these stains and damages are not from a one- time occurrence.

   

  We are unable to service this request

• Initial Complaint

  Date:11/21/2022

  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.

  I purchased a couch from northeast factory direct on 8/21/2020. We purchased the guardsman 5 year warranty at ******. We were told, and according to the warranty this covers frame damage. We opened a claim with guardsman on August 17, 2022 for a very creaky frame. We had been in contact with them MANY times since. This contact has ranged from them telling us that we needed to send the receipt. After doing so and waitinf to hear from them WE reached back out to them. we were then told we had to mail it in instead. we did. after going back and forth additional times they finally sent iut a "technician" the technician grabbed the bottom of the couch flipped it on its back ripping a shelf off our wall, nothing has been addressed regarding this. the technician showed me that " the green straps under the seats are all still connected. this was all the " frame inspection " that was done. after our claim was denied we reached out AGAIN to ask for a second opinion and were told to re-submit a new claim. we did, and resent our reciept in. WE reached out again and were told that it had been over 30 days. ( which we were warned about but the staff at northeast factory direct that this was one of their signature moves) . After asking to talk to managers we're sent to voice-mail as " there isn't managers available" Today we were given an address because " there's nothing that can be done and we need to write a letter to the board" . Bottom line is we paid for a service, we have done everything the company has requested and much more. We are consistently being told additional thing we have to do. This is a scam to not fulfill their end of the contract.

  

  Business Response

  Date: 11/28/2022

  The protection plan does not cover noise.  The technicians report shows there is nothing broken and also show that there is an accumulation of damages, which is not covered under the protection plan.  Sending in a new claim does not change the outcome of the claim.  We are unable to service this request.

   

   

• Initial Complaint

  Date:11/19/2022

  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.

  I purchased a 5 year gold warranty that covers cleaning of my furniture. I was told that this company would not provide this service. This company is a scam.

  

  Business Response

  Date: 11/28/2022

  The protection plan does not provide cleaning for general soiling on the furniture. This ls listed under the " What is not Covered" section of the protection plan. The protection plan also states that any issues with the furniture must be reported within 300 days of the issue occurring.  We were contacted on 10/25/2022 and the claim form states the issue occurred on 9/1/2022. The claim was processed based on plan terms and coverage.  We are unable to service this request.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18441574
  
  I am rejecting this response because:
  
  Sincerely, this coverage absolutely is supposed to cover household stains. What a fraudulent statement. Please add the documentation to show that the 5 year gold plan does not cover cleaning stains. 
  
  ***************************

  

  Business Response

  Date: 01/05/2023

  We have never stated the plan does not cover stains.  The plan does not cover general soiling or overall cleanings. In addition, the timeframe requirement for reporting any issues with the furniture to us was not met. The protection plan states that any issues with the furniture must be reported to us within 30 days of the issue occurring.  We were contacted on 10/25/2022 and the form states the date the issue occurred was 9/1/2022.

   

  You must report stains or damage to Us within thirty (30) days
  after the date that the stain or damage occurred. Notify Us by
  initiating a claim at guardsman.com or call toll-free 1-877-584-
  GOLD (****). See section 2. for details.
  

  7. What is not covered

  7.4 Wear-and-tear. This Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wear-and-tear, including but not limited to: The buildup of stains, soil, or damage that accumulates gradually over time from repeated use, rather than from a particular occurrence

• Initial Complaint

  Date:11/15/2022

  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 called Guardsman on October 4th and was told to fill out the online form and wait ********************************************** I filled it out on October 5th and I waited until October 19th to call back and ask why no one had called me and when I could expect a call. The woman told me she did not know and I should just keep waiting. I asked for her supervisor. I explained that my couch was broken and the online form I filled out was not very good and did not allow me to fully explain the issue. I asked when someone would call me and she said she had no idea and no way to find out. Within the next day, someone called back to let me know that I could schedule a time and when the next time someone would be in the area. I asked again about the issue and if they could fix it, not being able to put it all in the online form as there was not a way to adequately explain what was broken. She had no idea, but scheduled me for November 12th. On November 11th, someone called to say my window was 7-9 AM. On November 12th, ****** from ************************** arrived and I showed him what was broken, a charging unit on the side of the couch. He said he really wished he had known what was broken in the first place so he could have ordered the part and just done the work then. He said he would put in the order for the part and I should call back when it came and he would come out and fix it. I asked how long this might be and he said he had no idea, but would put the order in at the close of the day. Something is seriously wrong with how this business is operating. A part could have been pre-ordered and brought to my house to fix the couch. What should have been fairly simple to fix has now has now been dragged out and I dont even know how long this will take.Now I am waiting for a package that *** or *** not ever show up with no time period stated? Is this going to take 10 days? 20? I would like to see my couch fixed and I would like a realistic time frame.

  

  Business Response

  Date: 11/22/2022

  Our records show that the part has been ordered.  We are not able to pre-order parts as we don't know what is needed until the technician is sent to the home to confirm what the issue is and to let us know what part needs to be ordered if they are unable to repair. Unfortunately, we have no control over how long it takes to get the parts from the manufacturer.  We do show an email was sent to you yesterday with the phone number to call once the part is received so that we can send the technician out to install the part.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18408436
  
  I am rejecting this response because:
  -The email you sent me with the phone number does not allow me to actually speak to a human being.

  -I have no contact person with an email that works or a phone number that works.

  -Please be advised that I tried to tell you what part was needed, but your form should be revised so that someone can have enough space to accurately describe the problem.  

  -I need a contact number or an email that actually goes to a human with whom I can speak.  

   

  Thank you.

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

  

  Business Response

  Date: 01/05/2023

  All of our phone numbers have people that answer calls. There is a phone number at the bottom of the email that were sent to you on 11/21/2022.  We also show that we did speak with you on 11/21/2022.  We have to send a technician to the home for all requests so they can determine if something can be repaired and there is also information on the furniture that we need in order to order any parts that *** be needed and the technician provides that information to us.
  Also, as stated in the email sent on parts can take 4-8 weeks to receive. That is not something that we can control as we don't manufacture the parts. We show that we were notified that you received the part on 12/22/2022 and the part was installed on 1/3/2023.

  Customer Answer

  Date: 01/06/2023

   
  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.  

  It should be noted; however, that while they do have people who answer phones, this takes an extraordinarily long time to get to someone.  Also, the repair was done 3 days ago on January 3rd and I started this whole process in October.  It should not take 4 months for get something this small fixed.  Your online form is not acceptable and does not have enough characters to fully explain the issue.  It was a waste of everyone's time to have the guy come out and see what needed to be fixed when this all could have been done over the phone or via facetime to order the part.  Efficiency is certainly not number one at this company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/10/2022

  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.

  On Oct. 9, 2021 and Dec. 4, 2021 we purchased 3 chairs from Overstock.com and added the extended warranty from Guardsman Warranty. In June I submitted the claim and had issues with the website for whatever reason, the receipt didn't go through. They asked me to mail it, July 2022 at which time I was traveling. I returned mid-August and it got to them Sept. 1. They denied the claim because the receipt arrived past the 30 days. The rep ****** stated that if I resubmit, it will most likely be denied because it has to come in within 30days of claim. This company is is an entire scam! Overstock uses them as a warranty provider, collecting money and they are not servicing the product. They are making it difficult to get the documentation to them and then denying the claims. I now have 3 broken chairs and I am being told that while I paid for an extended warranty it is null and void because even though I can prove I purchased it and from where, they can deny my claim based on a clause that shouldnt be allowed. Why charge for a warranty when they keep your money and refuse service?

  

  Business Response

  Date: 11/16/2022

  At the time of the initial phone call the agent advised we would need a copy of the sales receipt and that the documents had to be received by ** within 30 days.  The terms of the protection plan also state that the clam form and sales receipt must be received by us within 30 days of when you first report and issue with the furniture.  We were contacted on 7/18/2022 and the sales receipt was not received in our office until 9/1/2022.  We are unable to service this request based on plan terms.

• Initial Complaint

  Date:11/10/2022

  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.

  Purchased a new dual reclining sofa. Purchased by elderly couple therefore sofa was barely used. Sofa began splitting at several seams. Submitted claim. Called to follow up after 2 months, to learn that they denied because I used the term fabric failure. I sent photos that clearly showed the seams failing. Seam failure was not an option in the online claim. Therefore, they set me up from the beginning by having fabric failure as the only option. They refuse to even discuss it and say that I cannot refile the claim. This company is a sham and they just collect money and refuse to cover the product.

  

  Business Response

  Date: 11/22/2022

  Seam separation is an option in the damage drop down on the website.  Based on the photos and what was reported on the form this is fabric failure/fraying which is not covered under the protection plan. We are unable to service this request.

• Initial Complaint

  Date:11/09/2022

  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.

  I filed a claim for furniture damage that is covered under the 5 year warranty that i purchased through *****************. I was denied because they said the claim was not filed within the claim period. Life happens. I filed as soon as i could and it was a few weeks from the date of loss. I feel this is unfair abusive acts and practices by the company and want a repair of the furniture or a full refund of the warranty coverage. It is a 5 year plan it should cover issues within that 5 year period.

  

  Business Response

  Date: 11/15/2022

  The terms of the protection plan state that any issue with the furniture must be reported to Guardsman within 30 days of the issue occurring. The claim was created on 10/27/220 and the claim form states that the issue occurred on 9/10/2022. In addition, the protection plan states that we would service the mechanism issue only after the manufactures warranty has expired.  The furniture is still less than a year old and would still be under the manufactures warranty. We are unable to service this request.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18382142
  
  I am rejecting this response because: I want a refund of my policy and to cancel the policy. This feels like a scam and was a misrepresented policy. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/22/2022

  All of the terms and conditions are listed in the protection plan and claims are processed based on those terms.   After review of your specific plan terms, the plan purchase is not eligible to be refunded through Guardsman.  For terms and conditions, please refer to the back page of your protection plan for specific detail about refund eligibility per time of ownership and State residency.  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18382142
  
  I am rejecting this response.