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:09/11/2022

  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 purchased insurance protection for furniture that I bought. I specifically bought the pet protection, gold plan. I filed a claim because my couch has been destroyed and they sent me a 1 ounce packet of furniture cleaner for a chewed couch. I have tried multiple times to call and contact them, sending images of the couch and even resubmitting a new claim. I have gotten no response from the company aside from 1 ounce packet of furniture cleaner and then a follow up email that said I needed to submit photos which I already did on 8/17/22. I resent them to an email on 9/1/22 and have not heard back yet.

  

  Business Response

  Date: 09/15/2022

  Our records indicate the claim has been processed and an email was sent on 9/13/2022 advising the claim was accepted and a technician would be in contact with you to schedule an appointment.  You should hear from the technician no later than 9/20/2022. If you do not hear from the technician by that date please contact the service center at ************.

  Customer Answer

  Date: 09/15/2022

   
  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.
  

  The business only responded AFTER I contacted BBB. But I am satisfied they are sending a technician out to view the furniture in question. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/08/2022

  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 initiated a claim regarding our sofa on 07/18/22, the power recliner stopped working on one side. I uploaded the receipt from the furniture store and pictures and did not hear anything from Guardsman. I then followed up with Guardsman in early August and they provided me with the phone number to a 3rd party that they contract with. I then called the 3rd party and discovered they had the incorrect phone number, which we corrected and scheduled the tech to come out on 08/17/22. The technician came out and diagnosed the problem as a bad motor for our power recliner and it would need to be replaced. He then told my wife he would have the part ordered and shipped to our house and to contact him when the part came in...this was on 08/17/22.Since I had not heard from anyone regarding our couch, I took it upon myself to contact the 3rd party company that was contracted by Guardsman to do the repairs. I called them on 09/07 and was informed they were still waiting on approval from Guardsman to order the necessary parts. I then called Guardsman on 09/08/22 and was told no part was ordered because they couldn't read the the top item of the receipt I uploaded. The associate then called someone to find out what the item was and then told me it would be ANOTHER 6 to 8 weeks to order the part. I am confused as to why no one looked to get clarification and it took me to follow-up, almost a month after the part was requested, before anything was done about this. Right now we are at about 2 months since the initial call regarding the claim, plus an additional month or 2 for the part, when it should have been ordered back in August.The associate I spoke with at Guardsman was a little defensive when I asked why no one clarified the item when the request for parts was made and it took ME to follow-up before anything was done. She could not give me an answer and kept on stating the 30 to 45 days they have to work claims. I reminded her, we are at 53 days since the claim was made.

  

  Business Response

  Date: 09/13/2022

  Our records show that we spoke with you on 9/8/2022. The parts were ordered on 9/9/2022 and the following email was sent on that day.

   

  
  
  From: ************ Request Followup 
  Sent: Friday, September 9, 2022 4:45 PM
  To: *********************
  Subject: Guardsman Claim ******** /******* FURNITURE Sofa 
  
  Hello,
  
  We have received the technician's information and reviewed it. We have sent the part order paperwork to your retailer.  Please note that the store and manufacturer have been affected by the Covid pandemic so there may be a delay in receiving the parts. Part orders can normally take 4-8 weeks to receive, however; with the added delay, the parts can take a little longer especially if coming from overseas. The new left facing switch and splitter for the power supply will no longer be covered under plan after the installation of the new parts are installed.  Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer.  Once you receive the part(s) please give us a call at ************** so that we can install the parts.  
  
  
  
  Thank ************************************** Center
  Claims Specialist
  ************
  *****************************************

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17936384
  
  I am rejecting this response because: The answer provided by Guardsman does not address my concerns or issues with how my warranty claim was handled. The technician was dispatched by Guardsman and inspected the item on 08/17 and determined that parts were needed to repair our couch and ordered the required parts to do the repair at that time. However, the parts were not ordered until AFTER I initiated contact to Guardsman to follow-up regarding my claim on 09/08 and subsequently the approved on 09/09. During the call on 09/08, I was informed by the *** with Guardsman that there was an issue with my receipt and the requested parts were never ordered. She then informed me that she had to contact the store I purchased my item and warranty from to get clarification and placed me on hold. When she came back, she said she authorized the parts and I would have to wait another 4 to 6+ weeks for the delivery of the part.

  While I understand the shipping delays, what was the cause or reason for the delay in processing the part request from the technician? Why did it take 4 weeks to approve the part request and if there was an issue with the receipt, like the *** said, why was that not addressed prior to dispatching the technician? Why are we possibly looking at having an item that is under warranty being repaired in possible October, when the claim was initiated in July? Shipping delays would only be relevant as an explanation for this point forward, what is the explanation in the 4 week delay of processing a request for parts from your technician?

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

  

  Business Response

  Date: 09/20/2022

  As explained in a telephone call on 9/8/202 technicians reports are currently reviewed within ***** days after the technician has submitted their report. As with most companies we have experienced staffing issues du to Covid.  We have been working on claims as quickly as possible.

• Initial Complaint

  Date:08/27/2022

  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.

  I purchased Guardsman Gold Furniture Protection Plan for $99.99 for my nightstands. The paint is peeling on both of them inside the warranty period. Guardsman has said it will cost them too much to repair the furniture and merely want to give us the money back that we paid for them. Unfortunately, after inflation, that will not even cover 1 of the 2 nightstands. We want our furniture repaired as the program was sold to us. Their brochure even says, "******** provides professional in-home repair when furniture is damage at no additional charge. They'll even replace pieces that cannot be properly repaired." They are claiming that because the manufacturer changed the model number it is not the same so they don't have to replace them at this higher price. We want our furniture repaired no matter what the cost to them as their policy stated.

  

  Business Response

  Date: 08/31/2022

  We will go ahead and send a tech out to repair, however, if the repair does not work, or completely match  Guardsman will not do anything further as we have advised you a few times, we do not refinish furniture, we spot repair and your nightstands need more than a spot repair, and the cost of doing this repair is the amount of your nightstands.  Due to that we offered you a replacement. The retailer advised your nightstands were no longer available so we offered you what you paid.  Guardsman does not get involved with inflation, so we can only offer what you originally paid.  You are not willing to accept this offer as you want your furniture repaired. Therefore; Guardsman will hire a technician to repair, but again if the repair doesnt work 100% there is nothing further Guardsman will do.
  
  If you accept this offer please advise 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17785939
  
  I am rejecting this response because: 

  47877215-c8132 We do not consider this case closed. The business is taking no responsibility for the repair which is not what their promise in their brochure when we purchased it said. They can set up a meeting for us with the repair company to see if they feel they can truly fix our furniture.

  Sent from *********************** (*********************)

  
  

  
  

  

  Business Response

  Date: 11/04/2022

  As we have advised several times, we can offer the reselection store credit in the amount of the original purchase, per the terms of the plan, or we can go ahead and send a tech out to repair, however, if the repair does not work, or completely match Guardsman will not do anything further. These are the ************ available. Please contact the service center to let us know which option you would like.  There is nothing further we can do.

• Initial Complaint

  Date:08/24/2022

  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.

  I purchased a sectional, 2 couches, 2 ottomans and two chairs from ***** ***** in ****** **. on 8/7/2018. For 735. 48 I purchased a 5 year gold complete protection plan from Guardsman. I have used it two times. In July I had 7 grandchildren over. I noticed that there were stains on 3 of the cushions when I returned from taking two granddaughters out of state. As soon as I returned I called Guardsman. It is very complicated to file a claim. You must do it right away.I even included pictures of the cushions. I waited a week and never heard from them. I called again and they were still evaluating it. The next day I got an email stating they would not cover it. They gave a section # and said it was dark and dingy because of wear and tear. I found a picture of the couch taken on June 25th and there were not any stains. This is a lie. And if the warranty is for 5 years they should pay it. I called ***** ***** and asked for help. I sent them pictures and they agreed with me. I keep sending them emails and asking for updates. They will not respond. But Guardsman email states you can not contact them. I feel they took my money and now refuse to honor my warranty. This is a terrible way to do business. They are dishonest and not trustworthy. I want other people to realize how they operate. I will be posting a negative review on yelp and any other place I can find. I would love to take them to small claims court.

  

  Business Response

  Date: 08/30/2022

  The category and description chosen  on the clam form that was submitted were  Dirty/Dingy/General soiling. Claims are processed based on the information provided on the claim form. As a courtesy we will send a technician out to look at the sofa.  If the technician determines there is  general soiling there would be nothing further we would do for this claim.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17764149
  
  I am rejecting this response because: Here is a picture of the sectional on 6/25/2022- and it looks fine. You can see my grandchildren have their shoes off. The couch was perfect. What do they use to determine if it is general soiling? If that was true the rest of the couch should be dirty. I thought the purpose of paying for this product was to protect me from spots ruining the couch. It is a light colored couch and I knew it would have spots. They should not offer it for 5 years. Because a couch will get soiled. When I purchased the furniture and this product you had to decide right there if you wanted it. So you were supposed to read the entire warranty so you know what is covered. I purchased 7 items and spent all afternoon at the store. I don't feel this is a reputable company. They take your money but don't want to follow through on their end. So they send someone out and it might not get done? That is not a good company!

  I am glad I brought this to the attention of the BBB. Do you think this is how a company should do business? When I looked at the response this morning from guardsman it said a technician would contact me in 5-7 days. They did not mention they would come out and decide if it should not be done! That is ridiculous! I guess they don't care about their customers. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2022

  We have processed a new claim with the specific stains to be cleaned.  The protection plan doe not provide cleanings for general soiling but is for spot cleaning stains that arise from a specific incident as stated in the protection plan. All claims are processed according to plan terms and coverage.

  Customer Answer

  Date: 09/11/2022

   
  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.

  I am still not happy how they tried to get out of cleaning the spots. It is not general cleaning. It happened while my grandkids were over. I made brownies with frosting. I do not think they are a reputable company. I thought the protection was if something happened! The serviceman has contacted me and is coming to my house to clean it. I want to thank you for getting something done that I was unable to accomplish. But I have learned not to buy any protection plans. I have been telling this to people and they can't believe how they would not honor their plan. But I will just move forward. Thanks again- It is nice to know there is someone working for the customer.

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

• Initial Complaint

  Date:08/16/2022

  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 6/20/2019 we purchased a sectional and love seat with pull-out bed. We purchased the Guardsman Furniture Protection Plan in order to ensure damage would be repaired since we have cats. We filed a claim in May 2023 only to have it refused. The damage ("fraying" and other issues cited) was the direct result of our cats. In our complaint we cited the damage falls under rules 6.1.2, 6.1.3, 6.1.5 and 6.1.7 and 9.2. 9.2 CLEARLY states that "The plan provides coverage for one incident of household pet animal damage (beaks, teeth, and claws) per furniture piece. Repeated incidents of pet damage are not covered under the plan." By their rules, the claim should have been approved. However, they refused it. In section 2.1 of the warranty agreement, they state that in cases where things are uncertain or a description is vague, they will rely on "the findings of an authorized technician during a service visit We arrange." They did not follow their own rules. This was our first claim for pet damage.When I called on 16 August 2022 at 11am Eastern, I spoke with a gentleman who was exceptionally rude. He said the claim was denied due to fraying and seams issues. I told him I had stated it was pet damage and even cited the rules in the agreement. I was shocked by his response:HIM: Just because you said that doesn't make it true.Me: But I filed a claim for pet damage and... [he cut me off]Him: No. You didn't.Me: You're looking right at it aren't you? It says pet damage and... [he cut me off again]Him (cutting me off): Look, sir, we're not going back and forth on this.Then he HUNG UP ON ME! I got NO explanation for the refusal, just one very bad attitude. I'm entitled to one incident of pet damage, but refused to give it to us. I also filed a claim about a broken back of the love seat. It was denied without explanation.Their claim forms are so vague that what you consider fraying could be something entirely different. It's a scam system.

  

  Business Response

  Date: 08/23/2022

    The claim forms received state the fabric is fraying "We don't know what caused it we assume regular wear and tear."   The damages reported are listed under the "what is not Covered" section of the plan. section 7.4.1.  Changing the cause of damage after a claim has been submitted in order to obtain service does change the original outcome of the claim.  We are unable to service this request.

  7. What is Not Covered
  Some causes and some types of stains or damage are not eligible and are therefore excluded from coverage under this Plan. This Plan provides no coverage or service for any of the following.
  

  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:
  7.4.1. Loose joints, scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches on leather.

• Initial Complaint

  Date:08/08/2022

  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 recently filed a claim to have my couch frame fixed. Apparently I was missing the reciept to complete my claim. I sent over the receipt 30 days late. The place that I had purchased furniture from didnt have the reciept so I had to search for luckily it was in my photos in my phone I sent over the documentation for a broken frame and not a soiled couch guardsman denied my claim and wont let me file a new claim to fix my frame every one I had spoken to had attitudes and was speaking over me. I finally asked for the email for an appeal which is their reconsideration email. I asked to speak with a supervisor several times and was told there was no supervisor there and they wouldnt be able to handle my issue. I asked for corporate and told there was no number available to call. Im not getting anything for free I paid for this protection plan and being treated like trash!!! Either refund me for the protection plan or fix my couch!!!

  

  Business Response

  Date: 08/09/2022

  Our records indicate we were contacted about the issue with the sectional on 6/9/2022 at which time we advised a copy of the sales receipt was needed along with the completed claim form. We show the claim was submitted online that same day and the sales receipt was not provided. The terms of the protection plan state that all required documentation must be received in our office within 30 days of when you originally report the damage.  the sales receipt was not received in our office until 7/25/2022.  We are unable to service this request.

• Initial Complaint

  Date:08/08/2022

  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.

  Filed claim on July 6, 2022. Denied because my claim stated it was dirty and general soiling. I told the rep that was not the case as it was a stain on both of the sofas. She told me thats what you said so you cant file another claim. !!My claim noted it was a stain. I had to refile my claim on July 19th, 2022. I havent heard from the company , not even to set up an appointment. I see this company has an A+ rating regardless of 600+ complaints in three years. Customer ratings do not count. What a joke.

  

  Business Response

  Date: 08/09/2022

  Claims are processed based on the information provided on the claim form.  The claim form states dirt/dingy/general soiling which is not covered under the plan.  We also show that we spoke with you on 7/19 and advised re-reporting this with a different cause would not change the outcome of the claim.  We are unable to service this request.

• Initial Complaint

  Date:08/03/2022

  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.

  I purchased a Guardsman Furniture Warranty For $919.95, Fortuneoff Invoice # ******** Dated 07/04/2020.My Guardsman Contract # is ********. On 07/05/2022 I Filed a Claim for 3 Accidentals and they provided me a Claim # ********. all 3 Accidental Claims were denied Via email on 07/13/2022. I tried reaching out to Guardsman for an explanation but theres nobody to talk to kept getting transferred to different departments and getting hung up on. after my experiance, reading all the negative reviews and complaints on bbb i realize that i made a mistake purchasing this warranty. Thanks In advance

  

  Business Response

  Date: 08/09/2022

  The protection plan has a specific list of damages that are covered under the plan.  The damages reported are not covered under the protection plan. We are unable to service this request.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17617675
  
  I am rejecting this response because:

  This Insurance Policy Clearly States that it Covers Accidental Stains. There is no reason for them to deny this claim. 

  after reading all the negative reviews on Guardsman as well as all the complaints they sent thru BBB it seems to be a pattern that they follow. 

  and it really isn't right for the customers that pay a nice premium for a bogus insurance policy.

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

  

  Business Response

  Date: 08/16/2022

  There is a very specific list of stains that are covered under the protection plan..  Unknown stains are listed under the "What is not Covered" section of the protection plan.  We are unable to service this request.

   

  7.0 What is Not Covered

  7.4 7.4. Any stain or damage of unknown origin

• Initial Complaint

  Date:08/02/2022

  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.

  Purchased Guardsman Protection Plan in November 2021 through ******************* in *********, **.Total cost of plan was $395.59.Filed claim with Guardsman on 6/27/22 due to recliner leaking a black substance from the motor (onto the carpet). Claim was denied by Guardsman on 7/6/22. Their denial stated, "Chair-Rocker Recliner - Other Damage - The damage you reported is not covered by your protection plan. Please refer to the section of your plan titled "What is Covered." In some protection plans, this can be found in section 6."I never received a copy of the purchased protection plan so that I could review what is covered and Section 6.I have made NUMEROUS attempts to obtain a copy of this protection plan that I purchased, spending hours on hold only to be told, "it's on the way" or "we need you to send another receipt of your furniture purchase", etc. etc. This should have been a simple resolution, but I am very frustrated at this point. I am requesting that the purchase price of this furniture protection plan ($395.59) is refunded to me by Guardsman due to their unwillingness to send me a copy of the policy that I paid for.

  

  Business Response

  Date: 08/09/2022

  Our records show that you have spoken with a Manager and you did supply the itemized invoice that was needed. We do show that while the plan does not provide for a refund we have as a courtesy, due to the confusion, issued a refund for the the purchase price of the protection plan.  You should receive the check within 3-4 weeks.

  Customer Answer

  Date: 08/09/2022

   
  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:07/29/2022

  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.

  We bought the five year warranty with our couch from guardsman and we filed a claim a year ago we finally had someone come after a few months he said we needed a part for it and he would tell company to order it that was a few months ago and we are still waiting I tried calling and the person on phone said they will get to us when they can she was very rude about it I told her we have been waiting a long time she didnt seem to care . I hope I can get help with this ! But this isnt right I payed for the warranty they need to fix my couch .

  

  Business Response

  Date: 08/01/2022

  Our records indicate an email was sent on 6/27/2022 advising per the terms of the plan we would only be able to offer a refund of the price of the protection plan because the store is closed and aske that you confirm the address we have on file is correct.  We do not show receiving a response. Below is a copy of that email. 

  From: ************ Request Followup 
  Sent: Monday, June 27, 2022 6:40 PM
  To: *******************
  Subject: Guardsman Service Request #******** / ***************************************
  
  Hello,
  
  We have reviewed your claim and technicians report.  The technician advised that he was not able to make a repair.  In further review, your retailer has closed. Per the terms of your protection plan, when a retailer closes, Guardsman can only refund you the cost of the protection plan amount, $139.00.  
  
  If you have any questions, please call us at ************ Monday, Tuesday, Thursday, Friday between 8:30 am to 5:00 pm **************** Time. 
  
  Please also confirm if the information below is correct for the refund check:
  
  22161 COUNTY ROUTE 42
  ********, ** 13619
  
  Thank you for choosing Guardsman.
  
  If you have any questions or corrections, please email our office or contact us at the number below.  Our hours are Monday, Tuesday, Thursday, and Friday from 8:30am to 5:00pm EST.  Please be aware that due to current circumstances we have limited employees available so our hold times may be longer than usual.
  
  Thank you, 
  
  Resolution Account Manager, Guardsman
  An ************ Company
  1-************