Important information
- Customer Complaint:Before filing a complaint through the BBB, Guardsman encourages consumers to contact Sonya, Guardsman's designated resolution specialist. She can be reached at 877-525-7767 and will personally handle your inquiry. Thank you.
Complaints
This profile includes complaints for Guardsman's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 128 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/14/2022
Type: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: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.
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