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 has 43 locations, listed below.

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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

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  Guardsman Furniture Pro of NY

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

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  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:07/27/2022

  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 paid for their highest protection plan on my couch and had two parts of the sectional break. The plan I pay for covers a full replacement for each section of my sectional one time each should something like this happen. Unfortunately the back of one of sections broke off completely. And the other side of the couch the foot rest doesn't close. So I call to file a claim. They then tell me I need to print and mail the forms in. So I do. Then I call them and they tell me the claim doesn't exist. So then I do those steps all over again and hear nothing for over a month. So I call again, the lady on the phone tells me I don't have a plan and then eventually after giving her my information again she finds it the tells me there's nothing she can do and there's not managers available. She told me to call furniture world but we were past the manufacturers warranty period so I was instructed to call guardsman back. The employees was once again rude and would not let me speak to a manager. I am then told I have to fill out more forms and send them in. So then another month and a half goes by. I'm defeated with a broken couch. I i decide to look them up and when I do I was able to login to my account with them and file the claim for each part of my couch. Now they have responded to me via email saying I took too long to request the service and repair since I'm out of my time-frame. When I have repeatedly reached out and they claim I haven't. In mind blown that this company is able to commit such fraud and I want my money back for their plan or I want my couch fixed per the service plan I paid for.

  

  Business Response

  Date: 07/28/2022

  The original claim was filed within the 1st year of purchase and was not accepted du to the Manufacture Warranty. as well as the damages not being reported within the required timeframe as outlined in the protection plan.  We were contacted on 4/13/2022 and it was reported the damages occurred  6 months prior on one piece of the sectional and almost a year prior on the 2nd piece of the sectional. There was an additional claim filed on 7/14/2022 and on the claim forms it states that the damages occurred 5/14/2022 which is outside of the timeframe required as out outlined in the protection plan.  We are unable to service this request. The terms of the protection plan do not allow for a refund of the plan from Guardsman.

• Initial Complaint

  Date:07/25/2022

  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 purchased Guardsman 5 year Gold protection plan in 2018 through ******************* in ********* **. I accidentally put the date of damage 6/1 instead of 7/1. Guardsman rejected the inquire to have furniture repaired based on the amount of time to file a claim. We contacted Guardsman to say it was meant that the damage occurred on 7/1 instead pf 6/1. Even reviewing everything at the end, the date was not caught. Guardsmans will not honor our warranty or allow us to file a new claim with the proper date.

  

  Business Response

  Date: 07/26/2022

  All claims are processed based on the information provided on the claim form.  Before a claim is submitted you are asked to confirm the information is true and complete.  Once a claim is submitted we do not go back and alter the information provided.  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: 07/26/2022

   
  Complaint: 17620491
  
  I am rejecting this response because they are saying we arent eligible based on the date I filed a claim but it was a human mistake when I hit a 6 instead of a 7. So how can they say we are not eligible when the damage was done and a claim was filed in a timely manner? It was a mistake of 1 number. If the damage had been done in June I would have filed a claim in June. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/27/2022

  All claims are processed based on the information provided on the claim form.  Before the claim was submitted it was verified that the information provided was true and complete.  We are unable to service this request.

• Initial Complaint

  Date:07/24/2022

  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 purchased a sofa earlier this year from ******* Furniture in ***********, **. At that time we also purchased a warranty through Guardsman. We filed a claim in February after our dog damaged the arm of the sofa. A person from ******* Interior repair came out to assess the damage and took pictures to send to Guardsman. That's the last thing that we have heard about this situation. I called ******* which referred me to Guardsman. I have never been able to reach anyone at this company0even after waiting 2+ hours on hold. The customer service is godawful

  

  Business Response

  Date: 07/25/2022

  Our records indicate that a purchase order was sent to the Retailer on 4/20/2022 for  the replacement parts.  Any questions regarding the replacement should be directed to the Retailer.

• Initial Complaint

  Date:07/22/2022

  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.

  Extend warranty issues. Wanted me to pay dealer up front an be reimbursed. Haven't heard from them since

  

  Business Response

  Date: 07/26/2022

  We have no information in our system showing a claim was filed under your service agreement with the information provided.  If you need to file a claim under your protection plan, please contact the service center at ************ Mon-Fri between the hours of 8:30am-6:00pm EST.

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17584494
  
  I am rejecting this response because: they just lied to you an me in this response. Since I filed the complaint they have settled the issue with me. I accepted the amount they gave me and will not do business with them again. They did have a claim for me even though they said they didn't. The issue is now resolved just not happy how it all went with them
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2022

  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 electronically submitted a claim sometime toward end of April or beginning of may. I was waiting to hear back from Guardsman and didnt hear anything from the company for over a month so I decided to call and check on claim. When I talked to them they said they could see that a claim had been started, but something happened and it wasnt submitted and that I would need to re-do it. I asked if I could resubmit over phone at that time and was told they couldnt help me do that and to resubmit electronically. I spoke with them about the timeline at this time because the 30 days had already been passed. Again they told me to resubmit and they would make a note in my file. I had a death in the family so I got around to resubmitting this claim in the beginning of July. Again no timely response from company so I was wondering if there had been an electronic submission problem again. So I contacted them after 1.5 weeks. I contacted them only to find out they denied my claim because it had gone over the 30 days from when the stain initially occurred. They also told me that they dont cover general soil of furniture. I checked the box of general soil as I didnt know exactly what the stain was. I didnt think it really would matter to just check general soil (I also checked that the stain was Unknown so I felt that those answers were consistent) on the form. The electronic forms take a long time to fill out and you have to submit multiple forms (1 for each separate piece of a couch and per stain) it is not easy to do and keep track of)At this point I really dont know what service I paid for. I am being denied for generalizing my stains on the form and for the 30 day reporting because I was initially waiting to hear back from the company. They also told me that now if I were to submit another claim at this time they would deny it.

  

  Business Response

  Date: 07/25/2022

  All  claims are processed based on the information provided on the claim form. When the claim is submitted you are asked to confirm that all of the information submitted is true and accurate.  Each of the  claim forms report dirty/dingy/general soiling. In addition the terms of the protection plan state they any stains or damage to the furniture must be reported within *********************** damage occurring.  Guardsman was contacted on 6/22/2022 and the claim  forms state the date the soiling occurred was 5/1/2022.  We are unable to service this request.  

• Initial Complaint

  Date:07/14/2022

  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 bought a Guardsman Gold Plus Plan $320 to cover my couch of$2500 that was bought at NFM on 11/7/2020. I filed a claim with Guardsman on 6/24/2022 about a tear on my couch. I filled out the online information to the best of my knowledge at the time and to the most accurate description I could give. It was unknown at the time what caused the tear. It was close to the seam of the couch. It only gives you multiple choice when filing out the claim and then a description box of how it was caused. I put Not sure what happened. Noticed it the next morning. Guardsman claimed it as a stress tear which is not covered under the warranty. Punctures, cuts, tears, or rips is covered. I come to find out a week later from my husband that he was playing with our dog and his claw accidentally clipped the couch and that is what caused the tear. I called Guardsman back to explain the situation and they said that after my claim has been processed, it cannot be changed. Even though a technician has not been out yet to fix another damaged that was submitted at the same time. I asked if I could make a new claim and they said no, that it would not be accepted because it is the same as the current claim. They will not offer me any advice, repair, or resolutions. Even though what had actually caused it IS accepted under warranty. A single incident of damage per piece caused by a household pet This plan provides coverage for one incident of household pet animal damage (beaks, teeth, and claws) per furniture piece. The claim has to be submitted within 30 days of the incident. I went ahead and submitted so I would not go past the 30 days. No where in the claim does it say that it cannot be revised. The only thing mentioned was I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim. Which was true at the time.

  

  Business Response

  Date: 07/18/2022

  Claims are processed based on the information provided on the claim form.  Once a claim has been processed with the original information provided the cause of the damage can not be modified in order to receive  service. The claim form reports a stress tear and states "not sure what happened, noticed it the next morning"  We are unable to service this request.

• Initial Complaint

  Date:07/14/2022

  Type:Customer Service 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.

  Complete lack of abiding by their contractual agreement for services purchased. Misleading and false statement by their customer service agents.

  

  Business Response

  Date: 07/18/2022

  Our records show that we have sent a purchase order to the Retailer to replace the seat casings on  two pieces of your sectional.  If you have any questions about the  replacement this should be directed to the Retailer.