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:11/09/2022

  Type:Delivery 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 three piece sectional from ************************** (order # JFW14935 for the furniture and order # JFW15001 for the Guardsman plan coverage). Then one piece of the three piece sectional broke in my home and was eligible for coverage and full replacement. ******** told me to contact Guardsman to initiate a claim and this goes back to July. They have been rude, unhelpful, do not follow up, I cannot get a manager to talk to to resolve anything! They approved my claim then told me that since ******** was acquired by another company that they wouldn't replace my sofa portion of the sectional. The company has all of the details to provide a replacement, model and serial number - they literally have everything they need but they opted out of helping. Multiple phone calls over the course of months, I finally get someone to say we are sorry and we will at least pay you for the amount you paid for the insurance coverage. They requested a receipt even though they have all of this information digitally. They literally have everything auto populated on their end regarding my order. I provided pictures, copies of my protection plan and digital receipts (screenshots) of payment because I paid for everything using a third party company called Bread. Bread is the company ******** uses for payment plans and financing. I sent Guardsman those screenshots and now they are saying they cannot pay me. This is ridiculous. I spent thousands on the sectional and now it's only two pieces so my money is lost. They will not replace the piece even though they have all of the information to do so and now the are denying me the very least they could so which is pay me the amount I paid for the coverage to begin with. They will not take phone calls and do not reply to emails in a timely fashion. I have been unable to deal with one dedicated rep throughout the duration of this claim and they need to do something right by me - the customer. It's joy clear to me how the onerous is on me!

  

  Business Response

  Date: 11/15/2022

  Our records show that we have spoken with you and emailed you multiple times.  The terms of the protection plan state that if a Retailer closes and we are unable to repair a covered stain or damage we will refund the price of the protection plan.  The terms of the protection plan state that you must also provide a copy of the sales receipt that shows the purchase of the furniture and the protection plan with the price paid for these items. We have not received the sales receipt that lists the Guardsman protection plan purchase and the price paid for the protection. The documents sent with just a price on it do not tell us what that purchase was for. Until we receive the itemized receipt listing the protection plan purchase with the price paid there is nothing further that we can do.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18380282
  
  I am rejecting this response because: I do not have a physical receipt. I never did. I paid using a company named Bread because this is what ************************** used. 
  

  I never spoke to a manager as requested and I had to call over and over for months. This is literally terrible business practice to have proof of my coverage, a copy of said coverage and then tell me the one item you do not have is how much I paid for the insurance. Further, it was stated that they would not replace the sofa portion because they had no information on the item. That is not accurate, on the site where I initiated my claim, every detail comes up (model no., serial number for the item, etc.).

  I have done my part and I just want my couch replaced. This much has been clear, then they hid behind the fact that ******** was acquired by another business. My insurance was for five years not for anything less and I have not received the resolution to my issue.

  I NEVER had a physical receipt and provided them with what was available to me via the ************* which was a screenshot of my payments. If they will not replace my item or refund me my monies, I will not be satisfied. In fact, they have yet to respond to me YET AGAIN. This is a terrible business with even worse customer service. If they do not do anything to make this right, I want a blemish on their BBB record.
  

  Sincerely,

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

  

  Business Response

  Date: 11/22/2022

  Per the terms of the plan we are unable to move forward with this claim until we do have a sales receipt.  If you are not able to provide this there is nothing further we can do.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18380282
  
  I am rejecting this response because: I did in fact provide the only receipts I had from the entire transaction. ******** knows the model of my sofa part that needs to be replaced and has outright refused to replace it. I sent screenshots of the rcpts for payment that I have. I sent everything and they just have not paid me or replaced my furniture.
  

  I am not satisfied with this determination and I've repeatedly asked to speak to corporate or a manager and did not receive that assistance either. This company has purposely gone out of its way to provide terrible customer service.

  If they do not reimburse the cost of the insurance coverage or replace my sofa piece, I want a blemish on their record to be made public. The lack of customer care and follow-up is enough to tarnish their already questionable reputation.

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

• Initial Complaint

  Date:11/07/2022

  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.

  Guardsman is furniture warranty company. I purchased the warranty as part of a new furniture purchase in 2020. I sustained damaged to furniture covered under the warranty in 2022. I have contacted the company several times to obtain replacement furniture, which the warranty contract permits, and the company representatives either hang up on you, keep transferring you from one department to the next, or tell you someone will contact you but then no one ever does.This has been an ongoing issue for two months. This company is committing an act of fraud by changing individuals money for a service they wont provide.

  

  Business Response

  Date: 11/08/2022

  Our records show that we have spoken with you several times.  The technician attempted to contact you to schedule an appointment and they did not receive a response. As we advised again on 11/7/2022 you will need to allow the technician to come to your home.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18367907
  
  I am rejecting this response because: The technician Guardsman hired to repair my furniture caused further damage to my furniture. The technician used chemicals that completely frayed and destroyed the fabric to the chairs.  The technician also chipped the tile floors in my home when he dragged heavy equipment upstairs to my kitchen. I have called the contractor Guardsman hired and no one answers the phone or returns my calls. 
  

  This company has caused significant and costly damage to my furniture and home.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/22/2022

  Our records show that we spoke with you on 11/14 and we are sending a technician back out to the home. Once the technician has been back out and submits the report to us we will contact you.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18367907
  
  I am rejecting this response because: the third-party technician hired by Guardsman, Delmarva, has already informed Guardsman that my furniture is damaged and sent photos of the damage. Guardsman has not taken any steps to replace the damaged furniture. The tile floors in my home were also damaged by the third-party contractor Guardsman hired. Managment at Delmarva has confirmed they informed Guardsman of the damage. I previously submitted photos of damage.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/23/2023

  Our records show an email was sent to you on 1/3/2023 with available options. Once a response is received we can move forward with your claim.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18367907
  
  I am rejecting this response because: I spoke with an account manager on 12/9/2022 and provided a response. I also emailed Guardsman and provided a response. Guardsman has not compensated me for damages caused to my furniture. Guardsman has breached the warranty contract.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/23/2023

  Our records show that you accepted a settlement for the dining table and chairs and the settlement check was mailed on 2/8/2023. If you have not received the check you will need to contact the service center so that they can put a stop payment on the check and resend it.

• Initial Complaint

  Date:11/03/2022

  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 the extended warranty from guardsman on a rocker recliner. Called Overstock where the chair was purchased and was given order number and phone number for guardsman. Called guardsman and told them the problem, was told I needed to file a claim and the next thing I am receiving an email to file claim! The claim is being denied because it was not filed in 5 days! The problem with this is the problem occurred over 10 days time! The seat on the chair started to slip down just slightly to begin with, then after 5 days it slipped left a little more then finally it was noticeable! So we called and followed thru! I am not a furniture tech and the problem was described as it was at the time I filed! That the seat was lower on the left side. **************** is terrible! No one wants to listen or help you! Left a voice mail for a supervisor and of course have not heard back.

  

  Business Response

  Date: 11/04/2022

  The terms of the protection plan state that any stain or damage on the furniture must be reported within 5 business days after the damage occurred. The claim form states this occurred on 10/10/2022 and we were not contacted until 10/21/2022.  Also, per the notes in this complaint this issue occurred over a 10 day timeframe.  We are unable to service this request based on plan terms.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18355976
  
  I am rejecting this response because:
  
  ********************************************

• Initial Complaint

  Date:11/02/2022

  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.

  Were about a loveseat and a couch from **************************** in ***** ********. **************************** sold ** a protection plan on the furniture. Left covers any repairs, cleaning needed on these two items by guardsman. The protection plan was supposed to work for the next five years. The panel below the recliners cracked and when we attempted to file a claim with guardsmen, they continue to give us the runaround. Do not send any technicians and constantly not return our calls. It is clear that they are a scam and we would like a refund of our protection plan cost

  

  Business Response

  Date: 11/07/2022

  Our records indicate that we did speak with and explained the delay in the claim.  A work order has been sent to a technician and you should hear from them within the next few days to schedule and appointment.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18346438
  
  I am rejecting this response because:

   

  I have been filing claims on this issue since August. They appease me with responses like this all the time but no solid action happens. 
  

  initially the claim was filed then we need to send proof of purchase then we sent it to the wrong department and now it takes a technician 7 days or more to contact me ? 
  

  4 months for a claim on a furniture repair  ? 
  

  I am wrong for not using a credit card to pay for this because then I can clearly show fraud and get a refund on my money.  But I will not let this go

  next step is federal consumer protection agency and social media as well as local media channel.

   

  I will even take them to small claims court even if it cost me more to do that just because they are clearly a group of scammer and there is no shortage of complaints on them by people online for the very same reason. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/22/2022

  Again, we do apologize for the delay in the claim.  There was an error made on our end and we have dealt with that internally.  The technicians set their own schedule and we do have to allow them a certain amount of time to schedule their appointments.  We do show that an appointment has been scheduled. If that is not the case please contact the service center at ************. 

• Initial Complaint

  Date:11/01/2022

  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.

  We opened a case back in March. The technician came out and replaced a part. It did not work. He closed his report and but said the problem wasn't resolved so no one read it because it was inconsistent. I called, was onhold for an hour so they could talk to him and then he said, no it didn't work and he should not have closed the report. That was back in June. I called back in July and they said they ordered another bladder on 7/13 and they would call back when it came it. I have then called about every 2 weeks since then. I have uploaded a document for some of the dates I spoke with folks so that I could call and say this is who gave me information. I most recently called around the 1st of October and they were supposed to call me back when they spoke to the store. I have received this response from them the last 4 times. I want them to replace the loveseat if they can't repair this. I paid my money for a protection and this is ridiculous it takes this long to resolve. This company appears not to be able to manage their work. We had another claim in which they couldn't fix the furniture. Why sell a policy for furniture you can't repair?

  

  Business Response

  Date: 11/04/2022

  We sent an email to the store to get an ETA on the parts and they have advised that they have reached out to the vendor to get an ETA.  We have not heard back yet. Once we hear back from the store someone will contact you. We have no control over how long it takes to get parts.  With all of the supply chain issues the country is facing parts are taking longer than normal.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18341747
  
  I am rejecting this response because:

  The business was to call me back; regardless of what the store response has been, they have not done what they are supposed to do. 

  You can't continue using the supply chain as the problem; these parts are American made, not from ***** and this has been going on since July. 

  If the store hasn't responded, you need to be reaching out again until you get an answer.  I have called you at least 6 times since July, have you reached out to the store 6 times?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/07/2022

  Our records show that we left a message on 12/1/2022 advising that the part was scheduled to ship to you on 12/2 and we provided a phone number for you to call once you received the part. Once you call to let us know the part has been received a technician will contact you to schedule an appointment to install the part.

• Initial Complaint

  Date:10/28/2022

  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.

  I purchased the premium furniture protection plan for a new sectional back in the summer of 2018 and recently had incident that caused damage to the sofa. The process to get a tech out to inspect was very difficult and since then, Guardsman has tried every excuse to deny my claim for a legitimate repair and now they say that the damage, though covered, was not what I believed the damage to be, so I need to start the whole process over again from the beginning. Their reps have hung up on me in the middle of my conversation, they have been very slow to respond or failed to at all unless I contact them first. There has been very little email or phone correspondence and the whole process has been ongoing for over 2 months now. This company is highly suspect and unprofessional and will do anything to keep from fixing the damage or paying out a claim.

  

  Business Response

  Date: 11/04/2022

  Our records show that we spoke with you on 11/2/2022 and a purchase order has been sent to the store to replace the sectional.  Any questions regarding the replacement should be directed to the store.

• Initial Complaint

  Date:10/27/2022

  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 wife and I purchased a recliner from Nebraska Furniture Mart and a Guardsman 5-year Gold Plus Furniture Protection Plan on August 15, 2020. In late June, 2022, the electrical mechanism failed, leaving the chair in a partially reclined position. I promptly called the toll-free number to report the problem. I was told that I needed to submit the claim online. Accordingly, I submitted a claim online on July 8, 2022, and waited for a response. When I did not receive a response, I called the company's customer-service department and asked about my claim. This was sometime in the middle of August, I believe. They said that they could see my claim, but that somehow (and this doesn't make sense) their computer did not process it. They told me to submit another claim, which I did. Again, I waited for a response, but did not receive one. So on October 14, 2022, I called again. Like before, I was once again told that they could see both of my prior claims, but somehow (again, this doesn't make sense) their computer did not process the claim. So they told me that I needed to go through the entire claims process again. This time I made the customer-service agent stay on the line with me until the claim was entirely submitted for the third time. Once it was submitted, I made the agent still stay online until the agent could confirm that the claim had been properly processed by their computer. It took Guardsman only two weeks to deny my claim "because the required documents were not returned within the period required by [my] protection plan." Guardsman told me to refer to section 2 of the protection plan, which requires a consumer to report the damage within 30 days. But I did report my claim within 30 days---twice: once by telephone and once using their online claim process. Guardsman has even acknowledged to me that they received my first online claim submitted on July 8. Guardsman has denied my claim because of a computer glitch on their end. That is not right.

  

  Business Response

  Date: 11/01/2022

  Our records show that the online claim system was accessed on 6/21/2022 and again on 7/8/2022 but there was no claim submitted until 10/14/2022. The terms of the protection plan state that you  must deliver this claim form and all required claim documentation to Guardsman within *********************************************** damage. Unfortunately, the return of your claim form exceeded this requirement and we are unable to service this request.  Under the terms of the protection plan you would be eligible for a pro-rated refund, however, we would need a copy of the itemized sales receipt showing the purchase of the furniture and the protection plan to determine the amount of the refund.  Please contact the service center at ************ Mon-Tues and Thurs-Fri between the hours of 9:00am-5:30pm and a Representative will provide you with an email address to send the sales receipt to.

• Initial Complaint

  Date:10/26/2022

  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.

  We bought sofas from a furniture company and we bought a warranty for any issues from the guardsmen company, we are having issues with our recliner and they are not resolving anything! I do not understand why we paid a 5-year warranty if they do not cover the problems that we have on our recliner! There is damage on the sofa recliner the arm rest is caving in, for some reason, I contacted them and they do not want to resolve anything or help with any issues.It's interesting that they charge for a 5-year warranty, and then says that nothing is covered, they're not responsible for anything , they're not going to help with anything, well what did we pay money for then??

  

  Business Response

  Date: 10/27/2022

  The protection plan does not provide coverage for furniture making noise.  In addition, the terms of the protection plan state that any stain or damage must be reported to Guardsman within 5 days of the stain or damage occurring.  Guardsman was contacted on 6/1/2022 and the form states the damage occurred on 5/20/2022. We are unable to service this request. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18316164
  
  I am rejecting this response because:

  We contacted them because the padding is falling apart, and that is  causing the squeaking, they are saying they are not going to fix it because of the squeaking but the squeaking is caused because the padding is defective, and I contacted them within 5 days of when it happened they never answered until 3 weeks after , also their form does not let you put the date in that is the correct one, I put in the first available date that their form let me put in.

  
  Sincerely,
  
  Luba Gr.

  

  Business Response

  Date: 11/22/2022

  The damage was not reported to us within 5 days. The damage was reported to us on 10/12/2022 and the date provided for when the damage occurred was 5/20/2022.  The padding being defective as well as nose are not covered under the plan.  We are unable to service this request.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18316164
  
  I am rejecting this response because:

  We reported everything in a timely manner, there was also a report of the leather peeling, that we also reported in a timely manner.

  They are just taking everybody's money, absolutely are not fixing any problems we reported, saying that it's either not covered under their policy or that we did not report it in a timely manner what is the point of having the coverage anyway?

  If they are refusing to help us with any problems, I would like a refund that we paid on the policy then , since nothing is covered and there is no help , what is the point of paying them the policy?

   
  
  Sincerely,
  
  Luba Gr.

  

  Business Response

  Date: 01/25/2023

  As previously stated The damage was not reported to us within 5 days. The damage was reported to us on 10/12/2022 and the date provided for when the damage occurred was 5/20/2022.  The padding being defective as well as nose are not covered under the plan. The peeling of the leather is also not covered under the plan.  The claim has been processed based on the information provided to us and we are unable to service tthis.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18316164
  
  I am rejecting this response because:

  I actually sent in a few claims, and I reported it within 5 days, you are choosing one that fits your agenda to not do anything about it, and not helping.

  Please refund the money I paid for the coverage, since you are not taking any steps in fixing my problem.

  Had I known you are such a scheming company, doing everything possible to not help, I would have never bought coverage, you promise you will do an awesome job helping with problems, and then we people buy the coverage, you say you don't cover anything.

  I am going to write in the the furniture companies that you offer your coverage too, and tell them about the way you scam people, you are not a good coverage option.

  
  
  Sincerely,
  
  Luba Gr.

• Initial Complaint

  Date:10/24/2022

  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.

  Filed a claim 9/8/22 for a reclining sofa having issues with reclining. Sent a picture which showed there was a piece of metal loose or broken in the reclining mechanism. Was told **** days for review, which did not happen. Eventually sent someone to my house but was not until over 4 weeks after my claim. They spent 2 minutes and said it needed a new frame. Took a couple pictures and said it needs to go back for review. Guardsman is saying it will take an additional ***** days just to review the technician report! I am now almost 7 weeks out from initial claim, I do not have a working couch, and still being asked to wait 4+ weeks for just a review? Then I assume another X weeks to order the part? From the pictures I provided, if a technician reviewed they would have been able to find this out without all the delays! I also called '*****', recommended before filing a BBB claim, and have not heard back. It should not take this long for a review of the technician report and to move it on to the next step.

  

  Business Response

  Date: 10/25/2022

  We are sorry for the delay.  Due to an increase in technician visits we are currently at ***** days for technician reports to be reviewed.  We will forward this to our Resolution team to see if they can expedite this as a courtesy.

  Customer Answer

  Date: 10/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me as they have since reviewed my claim and sent me an update. 
  

  They are now quoting up to 12 weeks in order for the part to arrive.  While I understand there can be some delays in parts, this does not seem to be very reasonable time frame so I do have outstanding concerns regarding this complaint.

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

• Initial Complaint

  Date:10/21/2022

  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.

  My wife and I purchased just over $5,000 worth of furniture from NFM on 2/27/2020 and we purchased the extended warranty through Guardsman. This year, we made a few claims for issues that have occurred to our furniture. Specifically, we had (1) a child rip the prong off of a plug, (2) USB port damaged (it seems by children pulling the cords out sideways), and (3) a thread on the back has been pulled out.Guardsman denied all claims except the prong being ripped off. For that claim, they sent us the part and scheduled a repair. On the day of the repair, the tech called to say he had car trouble and had to reschedule. It was rescheduled for today. My wife and I both had to work today, so we had my parents come out and sit at the house for 3 hours waiting on the tech. At 12:28 p.m., the tech called to confirm the appointment while my wife was in class. My wife is a teacher and called back to confirm as soon as her class ended at 1:06 p.m. The tech's manager said because we did not call back within the 15 minute window, the tech was sent to another repair and was no longer available to come today.I would like Guardsman to honor the warranty and repair all of the issues that were claimed. Further, I would like them to stop cancelling the appointments and actually come to resolve them as scheduled. I was home virtually all day on the first appointment and we had my parents waiting there today. This is a major inconvenience when we are waiting and the techs do not come. If Guardsman cannot/will not do the repairs, then I am open to replacement or refund.

  

  Business Response

  Date: 10/25/2022

  We do apologize for the issues with the technician rescheduling, unfortunately this was something out of our control.  We can only service the damage that is listed in the coverage of the plan.  We do show that we received an email from you yesterday and offered to reassign this to a different technician.  Please respond to that email if you would that to be done.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18296860
  
  I am rejecting this response in part because you are only addressing the minor issue.  Yes, we want you to address one issue.  I want each of the issues addressed or I want a detailed and specific explanation as to why you will not cover the other claims, beyond stating they arent covered under a certain broad section of your policy without more detail. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2022

  The issues with the decorative stitching being pulled out and the *** port are not listed under the "What is covered" section of the protection plan.  We are unable to service these issues as they are not covered under the protection plan.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18296860
  
  I am rejecting this response at this time for two reasons:

  1. I have repeatedly asked for specific language from the policy that outlines that my claims are not covered.  This latest response is the closest that you have come to outlining this, but it still does not provide the information that I have requested.  You stated "The issues with the decorative stitching being pulled out and the *** port are not listed under the "What is covered" section of the protection plan.  We are unable to service these issues as they are not covered under the protection plan."  However, you have not provided the relevant language from the "What is covered" section to outline that my claims are not covered.  Can you please provide me a copy of the full warranty stipulations and outline with specificity the language within that policy that excludes these claims?

  2. When I purchased the warranty, the sales professional did not mention any of these exclusions. 

  3. Under the current marketing language on your website, any reasonable consumer would assume my claims are covered.  Specifically, your website states the following: 

  REPAIR ACCIDENTAL DAMAGE SUCH AS- Punctures, rips, cuts, tears, and ***** in most leathers and fabrics

  *****, heat marks, scratches, and gouges in wood
  Springs, frames, and certain mechanisms

  First, the language above would strongly suggest that your plan would cover stitching in the "leather" that has been "ripped" out.  Second, the use of the language "such as" clearly implies this is not an exhaustive list of what you will cover.

  4. When I complained to Nebraska Furniture Mart about your failure to honor the warranty, I was informed that they no longer have a relationship with Guardsman because of issues like this.  Based upon that statement, along with my own experiences, it appears as if Guardsman intentionally markets a warranty that they have no intentions to honor.

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

  

  Business Response

  Date: 01/18/2023

  These damages are not listed under the "what is covered section" and therefore are not covered under the plan. The decorative stitching pulling loose is not a cut, rip, tear or puncture.