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:12/11/2024

  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 leather couch for $7000 and was offered the Guardsman Gold protection plan for a one time cost of $699.00. I was told that it covered tears, pet damage, stains etc. My dog scratched up the leather and I submitted a claim immediately. Guardsman asked me to upload photo's and video of the damage over a month ago and I did that. They then told me the repair was approved and that a repair technician would be in touch with me. It's been over a month with no contact so I reached out to them. They sent an email back replying that my claim was denied, that they do not cover pet damage. I was specifically told that the Gold plan covered even pet damage which is why I purchased it. I tried calling their phone number and it says that they are closed. Their message states that the time frame that I'm calling right now, they should be open but there is no way to leave a message are speak with a human. This company is a rip off and I would never purchase their pretend coverage again. I've purchased this coverage several times over the past ***** years but have never had a claim until now. ****!

  

  Business Response

  Date: 12/18/2024

  The Guardsman protection plan does not provide coverage for extensive/excessive damage as outlined in section 9.8 of the protection plan.  The photos of the damage show that the damage is extensive and is not eligible for service. If you would like to speak with someone regarding this, the phone hours for the department you need to speak with are Mon, Tues, Thurs and Fri from 8:30am-2:00PM EST.

• Initial Complaint

  Date:12/05/2024

  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.

  Hi, I have submitted a claim for Guardsman more than 2 weeks ago and still have not received any confirmation/acknowledgement yet. I tried calling the customer care number but was never able to reach a person. I had to wait for hours and then drop the call. Can you please help me find someone who can help with my claim

  

  Business Response

  Date: 12/11/2024

  Our records show that your claim has been received. Claims are processed in the ordered received and once the claim has been processed you will be contacted. You should hear something before the end of the week. Our average hold time for customers calling to check the status of new claims is less than 5 minutes. We did have 2 days where we were having issues with calls dropping we do apologize for that.  There was an issue with our phone carrier.  That has since been corrected. 

• Initial Complaint

  Date:12/04/2024

  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.

  According to the document I uploaded below, our sofa base broke last month. I filed a claim with Guardsman, and then they responded to me in the email copied to you below. But based on our contract I was supposed to get back at the original price but they are just giving me half of the total amount or will give me store credit. I just want to mention that the store will be moving to a smaller store and the inventory does not have a sofa similar to the purchase as before. also we cannot find any sofa around the same price as before in the original store, I would like my money back as per the contract. We have reviewed your claim regarding the repair of your sofa. Unfortunately, the sofa cant be repaired. However, we have identified several options to resolve your claim. Please review the following and let us know your preference by replying to this email:Option A: Settlement Receive a check for $720.00 from Guardsman for your sofa.This is the fastest option to resolve your claim and provides you with funds to use however you choose. You keep the sofa in its current condition, and the protection plan will end.Please confirm the mailing address for the check in your reply should you choose this option.Option B: Reselection Guardsman will authorize a store credit at your original store of purchase in the amount of $1797.00 (which is the amount you originally paid for the sofa). This allows you to choose new furniture in the store up to that amount.Please note, there may be a lead time before you receive your new furniture.Once the credit is issued you will have 60 days to use the credit.For any questions about the store credit status, please contact your retailer. Note that the protection plan does not transfer to the new furniture, but your store may offer a new plan for ***************** charges through your retailer may apply and are not covered by Guardsman.

  

  Business Response

  Date: 12/18/2024

  Our records show that this was explained in an email sent on 12/9/2024. Please see below. The protection plan states we are not obligated to offer you this settlement.  We do show that we also spoke with you on 12/13/2024 at which time you provided your decision to take the settlement that was offered. 
  From: Guardsman Consumer Options 
  Sent: Monday, December 9, 2024 9:47 AM
  To: *** ****** <******************************>
  Subject: RE: ******** Decorium sofa
  
  Hello, 
  
  Per the terms of your protection plan, the full amount paid for the sofa is only offered as a reselection credit at the store where you made the original purchase.
  
  The settlement option (A) is determined based on the amount you paid for the sofa, the damage on the sofa, and the age of the sofa. We also take into consideration the fact that you are still keeping the sofa if you opt to proceed with the settlement option (A). This will not equate to the full amount you paid for the sofa.
  
  Please advise how you would like to proceed based on the options provided to you.
  
  Thank You,
  Guardsman Account Manager
  **********************
  An ************ Company
  *************
  
  Press 2 for existing claim, press 4 to follow up after a technician visit, press 1 to give your decision
  on options provided to you.

• Initial Complaint

  Date:11/25/2024

  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.

  They are first of all very non-customer service oriented company, very rude and disgusting people all seem to be foreigners who think that talking to American Americans or women in general seems to be a problem you try to talk to him. They try to talk over you when I mentioned that which is part of my sectional wasnt on the form. They wanted to argue with me and tell me that it was returned therefore, they wouldnt fix it or do anything about it. I have a receipt which I supplied that shows that I do indeed have it also I will take a picture of it and submit that that it is actually attached to my couch. It was an exchange, not a return. It was broke when we received it, they sent us a new one hence exchange but theyre too stupid to realize what an exchange is. Theyre just so freaking rude. Its not even funny and you paid this amount for my was a $3000 couch and then you turn around and pay another almost $400 for a protection plan, but its aggravating is all get out to have people who dont even care , I dont want to take care of the five-year protection plan that youve got because theyre rude and nasty people. Yeah I did get upset and yep. I did call him some names because they had me so infuriated by the time the call was over that I got rude. I want someone who is professional to return my call at ************ so far the three people Ive spoke with today 1125 2024. Were very unprofessional supposedly a supervisor who is so unprofessional a male and a female today both of which were unprofessional. I asked for the corporate office number and was told that was rude and that she disconnected my call for being rude because I asked for the corporate office phone number. Excuse me thats not rude. I think they are a scam company that dont want to take care of the protection plans that you buy if they dont want to take care of of my protection plan they can refund my money and Ill get my couch cleaned and they can also refund the amount of my couch becaus

  

  Business Response

  Date: 12/05/2024

  In reviewing all of the phone calls that we received regarding your claim we found all of the Agents and Supervisors remained calm, polite and professional while trying to assist you despite being yelled at, sworn at and being called derogatory names. Our Agents are not expected to tolerate personal attacks and the did provide a warning that the call needed to kept professional.  We will be providing additional training on providing the corporate phone number when they are asked for it.  Several of the agents tried to explain the information the store sent over showed the console was returned, which could mean that the store replaced it because there was something with the first one, but there were not allowed to finish their explanation. We do show that your claim is being worked on today and you should receive an email before the end of the week.

• Initial Complaint

  Date:11/25/2024

  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 furniture insurance on my living room set from guardian furniture professionals. The reciter mechanism stopped working.On 9/26/2024 a repairman named ********** from the company came and said the motor mechanism on the recliner had to be replaced and he would put in an irder for the piece which would take about 2 weeks to arrive. A few hours later he returned with a replacement for the motor and installed it. It looks different from the other motor but he said it was compatible. The piece he replaced stopped working round 11/6/2024. I put in the claim explaining the issue. I received no response after several calls to the company with no response until 11/21/24 which was a denial of the claim saying they dont cover peeling leather which was not the issue and never mentioned. The chair is in perfect condition as far as the leather so that was not the claim alleged. I called again on Friday and was told I have to submit another claim. The refused to reopen the 11/6/24 claim. I would like assistance to have a person come to my residence and replace the motor with the proper replacement like they should have done in September instead of getting the run around.

  

  Business Response

  Date: 12/03/2024

  We do apologize for the email containing the wrong information.  There was an error in the selection that was made by the processor. The claim was denied for the switch already being replaced, however, since we can't be sure that the switch is the current issue we will be sending someone back out.  You should hear from someone in the next few days to schedule an appointment.  Please be advised if the issue is with the switch there is nothing further that we can do.  Once a part has been replaced that part is no longer covered under the protection plan.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22599573
  
  I am rejecting this response because: the piece Guardsman replaced in October was an incorrect piece and not compatible so it is there error and they need to replace it not tell me it is no longer covered under the plan. The technician was supposed to order the correct piece and then replace it but instead came back the same day with a piece that was different than the one needed and said it would work but it did not. Therefore it was their fault and they need to order the correct piece and replace it like they were supposed to.  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/18/2024

  We have received the technicians report from the most recent visit yesterday. Once this has been reviewed by our Resolution Team they will contact you.  We will reach out to them to see if this can be expedited.

• Initial Complaint

  Date:11/16/2024

  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.

  service agreement number:31087628, I purchased the 5-year Havertys Gold complete for a maximum original retail purchase price of $50,000 for a marble round breakfast table, the protection plan was around $350 for my peace of mind incase something happens. now the marble top have multiple stains, scratches and the table is almost not usable anymore, I filed a claim with Guardsman assuming they would have my back and stand up for their warranty plan and support their customers, after almost a week, they emailed me back stating that they basically denied my claim, no phone call, nothing. I am very disappointed at their wrong buisness ethics, ripping off customers, and unprofessional customer service. they need to support their customer and act on their promises and replace the table or at least refund me the money I paid for them as a warranty for the product.

  

  Business Response

  Date: 11/27/2024

  The protection plan has a very specific list of primarily accidental damages that are covered under the plan.   The marble changing color and appearing dirty from normal use is not covered under the plan.  In addition, the terms of the protection plan state that any stain or damage to the furniture must be reported to Guardsman within *********************** damage occurring. We were contacted on 10/22/2024 and on the claim form it was reported that the damage occurred on 3/1/2023. This exceeds the 30 time-frame as outlined in the protection plan. We are unable to service this request. The terms of the protection plan do allow for a pro-rated refund of the protection plan based on the length of ownership.  In order to determine the amount of that refund we would need a copy of the itemized invoice showing the purchase of the furniture and the protection plan with the price paid for the protection plan. The invoice can be emailed to *************************************************************** Please refer to your service agreement number in the subject line.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22566260
  
  I am rejecting this response because:

  since you refused to honor your warranty and cover the damages, I would like to request a full refund of my money.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/03/2024

  The claim has been processed based on plan coverage the damages reported are not covered under the plan.  The terms of the plan provide for a pro-rated refund only.  We do show that we have received a copy of the sales receipt and the amount of the refund would be $117.00.  You will be receiving an email regarding this as well.

• Initial Complaint

  Date:11/09/2024

  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.

  Date of transaction: 12-28-19 paid $299.00 was to provide protection plan for items purchased the nature of the dispute is that Guardsman they are declining to provide service as per the plan agreement Guardsman has not tried to resolve the problem. I submitted our claim to have our furniture fixed and their response was that our service plan expired. They have a different date then when the furniture was actually purchased. ***** has confirmed that I am still within the protection time frame, but they continue to deny it. I've been trying to get assistance with this for several months now. Each time I call they say I purchased it on a different date then when I did. They have January 2019, and I purchased it on December-2019, which shows on the receipt that I provided. I am still within the timeframe to get the service which expires this December 2024. Please assist. Thank you

  

  Business Response

  Date: 11/13/2024

  Our records do show that we received several phone calls in which we advised the plan had expired due to the information we were provided, however, the claim was not denied for the plan being expired .We show that when we spoke with you on 3/11/2024 and you advised that the store said the plan was not expired we sent you an email with a link to submit your claim for the sofas. Per the terms of the plan the claim had to be received in our office within 30 days of 3/11/2024. The claim was not received in our office until 4/30/2024. That exceeded the 30-day timeframe making the claim not eligible for service. We received a phone call on 5/8/2024 reporting the same damage and never received that claim in our office.  We received another call on 7/29/2024 reporting the same damage again and received that claim on 7/29/2024 with same date the damage occurred as the original claim that was received on 4/30/2024. Re-reporting damages does not change the original outcome of the claim. Per the terms of the plan the claim form was not received in our office within 30 days of when you originally reported the damage and confirmed the plan was not expired making the damage not eligible for service.

• Initial Complaint

  Date:11/06/2024

  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 Guardsman warranty for an ***** ***** table. The policy covers heat marks, not cause by fire and scratches, gouges and chips. One day, my daughter was making an art project using scissors and accidentally made a ***** on the table. Then, weeks later my husband accidentally set a hot bowl on the table causing a mark. In both instances, we knew exactly what event caused the damage. We reported the damages within 30 days as required by the policy. Unfortunately, the claims were denied because according to the company, the damage was considered normal wear and tear. To claim that the major ***** on the table is normal wear and tear is nothing less than fraud. This company is a complete scam. We followed all the rules and were entitled to the coverage we paid for. Sadly, this fraudulent company declined to honor their our policy. Shameful.

  

  Business Response

  Date: 11/13/2024

  The claim submitted reported 2 issues with the table and a  technician was sent to the home for those 2 issues, however, the technicians report and photos show an accumulation of damages and wear across the top pf the table. The claim has been reviewed by management and the denial has been upheld.  The terms of the protection plan do not provide service for wear and damages that have accumulated over time as outlined under the "What is not Covered" section of the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22523963
  
  I am rejecting this response because:

  In your response, you stated that I (the customer) submitted 2 claims. These were due to accidents that happened on the table. Then the technician reported and took pictures of OTHER spots on the table that are general wear and tear.

  I agree that the table has signs general wear and tear in some areas. However, that is NOT what I submitted in my claims. I am NOT asking for repair of the wear and tear. I AM ASKING FOR REPAIR OF THE ***** AND HEAT **** IN THE PHOTOS THAT ARE CLEARLY NOT TYPICAL WEAR AND TEAR.

  Gauges and heat marks are included in the covered services. That is what I am requesting a fix for. 
  

  By claiming you denied my request because there is wear and tear, you are clearly (and in my opinion fraudulently) ignoring the ACTUAL CLAIMS I SUBMITTED. A noticeable gauge made on the table by a toddler using scissors is NOT  ROUTINE WEAR AND TEAR!

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

  

  Business Response

  Date: 11/14/2024

  The overall condition of the table shows an accumulation of damages and wear.  This is specifically listed under the "What is not Covered" section of the protection plan, making this claim ineligible for service.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22523963
  
  I am rejecting this response because: In your answer you mentioned the overall condition of the table. That has NOTHING to do with the claim I submitted. I submitted a claim for 1) a ***** made by accident on a specific date and 2) a heat **** made by accident on a specific date. The fact that you are NOT commenting on the actual accidental damage which is the basis of the claim, and instead focus on the "overall condition of the table" which I never mentioned and never requested repair for, is very telling. It is obvious that you are trying to come up with a bogus reason to reject the claim even though the actual damages I am trying to have repaired are included in the list of coverage services. The fact that you keep talking about the overall wear and tear means that you either have no idea what my claim is about OR your are lying to deny coverage. Plain and simple. Two simple questions can help settle this case 1) is a gauge made by a toddler while doing arts and crafts on the table considered an accident? and 2) are accidental gauges covered under the plan? Anyone with integrity would answer yes to both of these questions, which means the claim I submitted should be approved. The"overall condition of the table" has no place in this discussion.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 11/27/2024

  The terms of the protection plan state that we do not service furniture that has an accumulation of damages. We are unable to service this request.

• Initial Complaint

  Date:11/04/2024

  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 warranty for ********* it was a five year contract in September 2019. turned in a claim in June 2024 to Guardsman our contract number is ********. We contacted them by phone at least three times and are always told us they would send an email and that they were behind and they would get in touch with their professing team to get an estimate of when we would be contacted and that never happened. We would like our power reclining sectional chair to be repaired.

  

  Business Response

  Date: 11/11/2024

  Our records show that emails were sent to ******************************************** on 7/17/2024 and 8/02/2024 advising that Guardsman is not the protection plan provider for this purchase. 

• Initial Complaint

  Date:10/31/2024

  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.

  Im reaching out to share my concerns about how our recent claim (Claim Number: ********) was handled with Guardsman.When we first signed up for the insurance plan, we were really impressed with the support we received. However, this latest experience hasnt matched that initial impression.After returning from a family vacation, we found that our cats had scratched our sofa and love seat. We filed a claim the next day and sent in all the necessary photos of the damage. A repair technician came out and reassured us that we would hear back from Guardsman soon.But then, on August 13, we were told that a high-quality repair couldnt be done and that we should wait for more information. On August 19, we learned that our claim was denied because it was considered "standard wear and tear." This was really disappointing, especially since we left our home with the furniture in great condition.I reached out to a manager to discuss the denial, but I just got a voicemail saying they wouldnt be processing the claim. This whole situation has left me feeling frustrated and misled about our ************ kindly asking that Guardsman honors our claim for the pet damage, as we followed all the necessary steps. I believe this would show the commitment to customer service that attracted us to your company in the first place.Mon, Aug 19, 8:03AM stating that they would not approve the claim because "They" believe it is standard wear and tear. This is very upsetting since we left the house with near perfect furniture and returned to find the scratching marks. Contacted Guardsman Manager via phone to dispute the claim with the manager and received a call back to my voicemail stating that they are not going to process the claim. Overall im very dissatisfied with the entire company and the way the claim process was handled. I felt like i was misinformed upon purchasing the agreement. Resolution would be to ***** the pet damage claim as we followed all the requirements.

  

  Business Response

  Date: 11/04/2024

  The claim has been reviewed and the denial has been upheld due to the extensive/excessive nature of the damage as outlined in section 9.8 of the protection plan. We are unable to service this request.

  9.8 Stains or damage caused by (a) intentional acts or (b) non-accidental acts or omissions which, in our sole discretion, are determined to have been reasonably
  preventable and are severe, excessive, extreme, or repetitious in nature, such as, but not limited to, cuts, rips, teething marks, tears, ink, paint, crayon, marker,
  or pencil damage.