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 Master Finishing

  1931 Spreading Bough Ln Richmond, TX 77406-1881

• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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:10/28/2024

  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.

  We purchased several pieces of furniture from **************** on 2/24/2021 and bought the 5 year Gold Complete Plus warranty from Guardsman. On 8/26/2024, we filed a claim because of an unknown stain on our sofa. A Guardsman tech came to our home on 9/16/2024 and applied some cleanser to remove the stain. This process was unsuccessful. He said we would hear something from them within a month as whether they would replace our sofa or give us store credit for it. We have called numerous times and talked with Guardsman and ********* personnel. They would tell us that someone would call us back...which they never did. Several times, we were put on hold and then our call was cut off. We would appreciate any help you can give us because Guardsman doesn't seem to be concerned with the fact they will not honor their warranty plan.

  

  Business Response

  Date: 11/12/2024

  The report we received from the technician advised that the removal of the stains on the sofa was successful. As such there would not be any follow up regarding any further steps.  We do show that you did reach out to advise that the stains remained.  We will be sending a technician back out evaluate the stains and to attempt a 2nd repair. You should hear from the technician within a week to schedule an appointment.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22483244
  
  I am rejecting this response because: the stain was not removed by the efforts of the first *********** When he first arrived, he said he did not even see a stain. Then he said it was probably caused by a red wine spill. We told him that we do not drink at all so it couldn't be wine stain. He attempted to remove stain with a cleaner but it did not remove it all. So, we are looking forward to hearing from another technician to see if he can rectify the situation. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 11/13/2024

  We don't feel another response is warranted . Per our response on 11/12/2024 a technician will be contacting the customer.

• Initial Complaint

  Date:10/28/2024

  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 bought an extended warranty on ************* which was from Guardsman Insurance. I filed a claim, but was denied even though it should have been honored. I also didn't get any email confirmations of my claim and their website doesn't show anything. When I call them on the phone, I get zero assistance from their service *****

  

  Business Response

  Date: 11/04/2024

  When claims are submitted there is a pop up message advising that the claim has been submitted and also a copy of the claim is downloaded for you to save or print. Our records show that claim were submitted on 4/26/2024 reporting "the furniture is falling apart in multiple areas that don't appear to be repairable" The locations chosen for the damage are the tabletop and table base.  The claim form reports these damages occurred on 4/11/2024.  On 5/ 5/2024 another claim was submitted reporting "the entire table top is peeling/fading, with some wood slates coming up from the table top" Agin the form reported these damages occurred 4/11/2024. the photos show the fading/peeling and also show a leg missing on the table. An email was sent on 5/13/2024 advising the peeling and the bending of the wood/frame was not covered and the claim was also not accepted due the 5-day timeframe to report damages to the furniture not being met. We also spoke with you and explained the reasons for the denial on 5/13/2024.

  On 9/2/2024 we did receive a new claim reporting breakage on the table top and table base caused storage and by "moving the table from storage." There was an error made in which the representative attached the new claim form to your old claim sent another email advising the claim was denied.  We show that we did speak with you on 10/28/028 and the Representative apologized for the error and advised the claim would still be denied as storage damage is not covered under the plan. the claim was reprocessed and was denied for storage   damage as well as an accumulation of damages on the table. An email was sent regarding this on 10/30/2024. We are unable to service this request.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22483195
  
  I am rejecting this response because: At no time was there an option or email of the submitted claim. The first claim was rejected because the time to do so, five days, was not satisfied. Five calendar days is unreasonable, especially considering it happened right around the time of a religious holiday.  I had to track down the warranty paperwork as well. I could have simply told you the issue happened within the five day window, but I was honest. I spoke to the person on the phone and mentioned that it was a religous holiday and reason for the delay, but it fell on deaf ears. The website to submit a claim is not clear and I simply selected from the options given. Once submitted, I had no idea if it was received or otherwise processed. There was no picture or submission with a leg missing.

  For the follow up claim, it was submitted timely and the damage was to a different part of the table. I tried explaining that by storage, it was simply in my garage and I took it out. In caring for the table, it was put into my garage (3' or so from its regular place) so that it wouldn't get damaged by winter months. It wasn't trucked and moved anywhere.

  The Terms highlighted by the warranty terms and conditions on the phone shock the conscience. I paid for an extended warranty and expect that it be honored. 

  I'd be curious how many other claimants were denied for benign reasons and weren't given a true highlight of them PRIOR to the purchase. I certainly wasn't. There was no option for me to see the terms and conditions set out prior to purchase. Had I been able to see them, I would absolutely have not bought it. I'm guessing there are thousands of others who'd agree. I'd equate it to a bait and switch.

  Regardless, I'd ask for you to honor the warranty paid for and pay the claim. 

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

   

  Cc: ******* *****, New York State Attorney General

  

  Business Response

  Date: 11/11/2024

  Since the NY Attorney General has been copied on this complaint any further correspondence would need to be submitted to our legal department.

• Initial Complaint

  Date:10/28/2024

  Type:Order 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've purchased all our furniture from **************** Furniture and purchased the protection plan from Guardsman. Our sectional has multiple issues, from the electronic portion not working (won't charge devices and the recliner part doesn't function) to multiple rips and defects which should be covered under the warranty protection. Guardman ignores photos and makes excuses for not fixing the damages and defects and it's unacceptable for the amount of money paid for the furniture. They say they are scuff marks and are not covered but they are actual rips/stains. The protection plan also states that damages/defects from kids/pets/etc. are covered, but they won't fix. They make you send photos, send someone to look at, and deny. It needs to be properly fixed as protection was paid for and couch/chair are both defective. The chair is a danger to anyone sitting on it. It's cracked and Guardsman's excuse is it is a seasonal crack and not covered when the chair has been indoors in a kitchen so that's a lie from them. Please help us get the issues addressed and corrected so we don't have to take further action against. Thank you.

  

  Business Response

  Date: 11/04/2024

  The Guardsman protection plan is primarily an accidental protection plan and does not service for defects in the furniture. 

  Our records show that a technician was sent to the home for the dining chair on 3/11/2024 and the damage to the chair is a seasonal split which is not covered under the protection plan.

   On 5/13/2024 we received a claim for the sectional reporting scrapes, which is not covered under the protection plan.

  On 7/17/2024 we received another claim reporting scrapes/gouges in the leather. which are not covered under the protection plan. In addition, it was reported on the claim form that this damage occurred on 5/1/2024 which exceeds the 30-day timeframe to report any damage to the furniture as outlined in the protection plan. We are unable to service this request.

  The photos provided do not show any rips in the furniture.  They show the damage that was reported. We are unable to service this request.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22477837
  
  I am rejecting this response because:

       I definitely dont agree about couch but I can see your interpretation related to the repairs. However, the chair is broken, when you sit on it, the seat opens and tears the fabric of whatever pants you are wearing and you call it a seasonal crack on a dining chair. If you cannot sit on the chair, it is broken. I would like the dining chair fixed or replaced as per the warranty. 

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

  

  Business Response

  Date: 11/13/2024

  As previously advised he damage on the dining chair is not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:10/25/2024

  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 would like to formally lodge a complaint regarding the handling of a repair claim for my sectional couch purchased from ******** Convertibles on August 3, 2019. At the time of purchase, the sales representative strongly recommended purchasing repair insurance, which we did through Guardsman for additional protection.I recently filed a claim within the coverage period, and a technician was dispatched to assess the damage. The technician informed me that the couch was repairable, assuring me that necessary parts would be sent within a few days, followed by a scheduled ********* my surprise, however, Guardsman subsequently notified me that the claim was being denied, and they would be unable to repair the couch. I was told the only option available was to reimburse me for the cost of the insurance policy. I provided Guardsman with my purchase receipt, but the receipt issued by ******** Convertibles lists only a single price without itemizing the cost of each individual component, including the ************ date, Guardsman has not repaired the couch or provided a satisfactory alternative solution. I believe this lack of resolution constitutes a breach of the insurance agreement. Furthermore, this situation has left me questioning whether there was a genuine intention to honor the policy, which I feel borders on fraudulent misrepresentation.I request that Guardsman either:1.Fulfill the original repair obligation as per the insurance agreement, or 2.Provide a fair resolution, such as a replacement or partial refund of the couch purchase price in alignment with the promised insurance coverage.

  

  Business Response

  Date: 10/29/2024

  Guardsman sent a technician out to the home to attempt to repair damage on the sectional The technician was not able to repair the damage. Per the terms of the plan due to the Retailer no longer being open the only option available is a refund of the purchase price of the protection plan. We have requested a sales receipt showing the purchase price of the protection plan, however, we have not received one. The only receipt we have received is one showing the total purchase price. There is nothing further we can do until we receive a sales receipt showing the purchase of the protection plan with the price that was paid for the protection plan.

   5.1.4. Refund: If We are unsuccessful in repairing the stain or damage to Your Furniture and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Plan has closed, no longer carries Guardsman Plans, changed ownership, or stopped selling Furniture, or you have moved from the original store locations operating area since Your Purchase, We will provide You a Refund of the Purchase price of the Plan rather than a Replacement or Reselection.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22473370
  
  I am rejecting this response because: The technician that came to our house said that the sectional was repairable. The response you are sharing is different than what the person who was actually here said. I would like the sectional to be fixed and I would like this matter resolved amicably. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 11/04/2024

  Per the technicians report he was not able to repair this, if he was able to repair this he would have done so while he was in your home.   Per the terms of the plan the only option is a refund of the protection plan.  There is nothing further we can do until we receive a sales receipt showing the price that was paid for the protection plan.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22473370
  
  I am rejecting this response because: The sales representative that came to our home did indeed say the sectional WAS repairable and also stated that he would be ordering parts that would be arriving to our home. I believe a new repair representative should be sent to assess the situation.  
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 11/11/2024

  There is nothing further that we can do for this claim. The store is no longer in business therefore they cannot facilitate any parts orders.  Again, per the terms of the plan, the only option is a refund of the price paid for the protection plan.  When you provide a copy of the sales receipt with that information we will process the refund. That is the only option available.

• Initial Complaint

  Date:10/18/2024

  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.

  I bought some furniture and purchased their furniture protection package. I have submitted a claim, and they keep telling me they need an itemized receipt of what I bought and their protection package. I have emailed them what they were asking for three times now. I have read about other people having the same issue and that by the time their claim window has closed, the company says there isn't anything they can do since it's outside that claim window. This is a false advertisement of a product and is scandalous.

  

  Business Response

  Date: 11/04/2024

  Our records show that we received more than one copy of the sales receipt that did not show the purchase of the Guardsman protection plan.  We do show that we have received the sales receipt that was needed and your claim was processed on 10/21/2024. An email was sent on 10/21/2024 advising the claim was processed. We also show an appointment has been scheduled for 11/7/2024.

   

• Initial Complaint

  Date:10/16/2024

  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.

  I bought a five year extended warranty from Guardsman. I sent them a claim within 4 months of buying the couch. There was a spill on it which was supposed to be covered. They denied my claim saying I did not send them a bill showing it was paid. I already sent them the claim and bill in a timely fashion. I resubmitted the bill and now they claim i submitted the bill too late. This warranty is supposed to be for 5 years. It is not even one year old

  

  Business Response

  Date: 10/17/2024

  Guardsman was contacted on 5/15/2024 at that time we advised a sales receipt was needed. The sales receipt was not received when the claim was submitted.  An email was sent on 6/27/2024 asking for some additional information and advising that the sales receipt was needed. On 7/18/2024 we spoke with you and advised again that the sales receipt was needed.  On 10/10/2024 we spoke with you and advised we still had not received the sales receipt. We did receive the sales receipt later in the day on 10/10/2024.  The terms of the protection plan state that we must receive the completed claim form and the sales receipt within 30 days of when you first contact Guardsman. Per the email on 6/27/2024 we did allow and an additional 15 days from that date for the dales receipt to be received.  That timeframe was exceeded and we are unable to service this request.

• Initial Complaint

  Date:10/14/2024

  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 kitchen table and chairs. I filed a claim due to staining on both items. I was sent a cleaning kit and then a repair *** was sent out to attempt to clean it. He sent it was not able to be repaired due to the type of wood the table is. He said he will let guardsman know. They decided the stains weren't covered. I paid for a warranty I am not able to use. the repair *** said they could replace the table top if they wanted to because this issue is common with this table and they could replace the chairs. i received an email stating the items werent covered. Why would they sent cleaning solution if it wasn't covered?? i want a refund for the items as when they were purchased we were told anything is covered or we wouldn't purchased the warranty

  

  Business Response

  Date: 10/17/2024

  The technicians report and photos show that there is an accumulation of stains and damages on the table and chairs.  The protection plan does not service for stains and damages that have accumulated over time. We are unable to service this request.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22419787
  
  I am rejecting this response because:

  When the table was purchased the warranty said it covers stains and damages. Because you don't want to honor your warranty doesn't make it an acceptable response.

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

  

  Business Response

  Date: 10/21/2024

  The protection plan has a specific list of covered stains and damages as well as a list of damages that are excluded.  The protection plan does not cover damages that have accumulated over time.  This is specifically listed under section  7.4.3 of the protection plan. We are unable to service this request.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22419787
  
  I am rejecting this response because:
  The repairman said the table could be fixed by them replacing it. The stains in the chair were never looked at when the repairman came out. He saw the table and said the material is flawed. 
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 10/29/2024

  As previously advised the technicians report and photos show there is an accumulation of stains and damages on the table and chairs. The plan does not cover for stains and damages that have accumulated over time.   We are not able to service this request.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22419787
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** **********

  Customer Answer

  Date: 10/29/2024

  They do shady business practices and there is no need to go back and forth. 

• Initial Complaint

  Date:10/11/2024

  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.

  We purchased our couch in 2021, wa paid the $299.00 for the 5 year COMPLETE protection plan. I have sent 2 claims of simple water stains caused by my child an her friends wet hair. I had to fill out an insanely confusing claim form. I heard nothing back but was sent a "kit" which was a 59mL bottle of spray. After several weeks I submitted a second claim this time with multiple pictures and was sent a second "kit" and was told that the plan does not cover the stains on the couch! Sectional-Left Arm Facing - ***************** The damage you reported is preventable, excessive, extreme, or repetitious, all of which are excluded from coverage under the section of your plan titled "Improper Maintenance, Care, or Misuse." In some protection plans, this exclusion can be found in section 9. Sectional-Right Arm Facing - ***************** The damage you reported is preventable, excessive, extreme, or repetitious, all of which are excluded from coverage under the section of your plan titled "Improper Maintenance, Care, or Misuse." In some protection plans, this exclusion can be found in section 9.I recently called back to complain and get the problem resolved and I was told unfortunately there is nothing they can do as the stain is in multiple areas. What is the point of the insurance if it doesnt cover anything? It was 3 children with wet hair sitting on separate sections of the couch. To me this insurance is a scam!

  

  Business Response

  Date: 10/17/2024

  Our records show that we were first contacted on 5/28/2024 with a report of water stains on the sectional.  We received a report that the cleaning kit that was sent did not work and on 6/28/2024 an email was sent requesting additional photos. We never received those photos.  On 8/16/2024 we spoke with you and advised of the additional photos that were needed.On 8/30/2024 we received another claim form reporting additional stains. The photos received show that there is an accumulation of stains on the sectional. The protection plan does not cover stains that have accumulate over time. We do show that there was an error made in the denial email that was sent to you and the denial letter should have advised: The damage you reported is accumulation of stains, soil, or damage from repeated use, which is excluded from coverage under the section of your protection plan titled "Ineligible Furniture and Components." In some protection plans, this exclusion can be found in section 7. We encourage you to refer to your protection plan for complete information about coverage, exclusions, service procedures, and the length of coverage. We do apologize for the incorrect email being sent.
  
  

• Initial Complaint

  Date:10/08/2024

  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 bought a furniture protection plan with Guardsman for a ******* sectional. The plan covers animal damages caused by a one-time incident. I submitted a claim for damages caused by a cat scratch on the furniture. Both the claim and my appeal were denied. I was told the appeal was denied because I did not specify that this was a one-time incident. Guardsman refused to take any additional information or clarification from me that this was a one-time incident. This claim should be covered. This damage was a one-time incident caused by a cat scratching the furniture, which is covered under my plan. Guardsman should repair or replace the damaged furniture.

  

  Business Response

  Date: 10/10/2024

  The protection plan provides service for animal damage from a one-time incident.  The photos show extensive damage in 3 different locations not consistent with a one-time incident. There was also no incident reported on the claim form. The protection plan excludes extensive damage in section 9.8 of the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22395023
  
  I am rejecting this response because Guardsman is failing to uphold its end of the contract. The damage submitted in this claim is in fact from animal damage that occurred in one incident on one specific date.  The incident was identified in the claim form as the cat scratching the furniture.  Consumers purchase your protection plans for this exact purpose. Our contract states one incident of animal damage will be covered. Guardsman should reconsider and approve this claim as it clearly does meet the requirements.  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/17/2024

  The photos show extensive damages in 3 different locations.  Extensive damage is listed as an exclusion in section 9.8 of the protection plan We are unable to service this request.

   

   

   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22395023
  
  I am rejecting this response because the damage meets the criteria of section 6.1.3.  "A single incident of damage per piece caused by a household pet."   One incident of animal damage should be covered for each piece of furniture.  This is the first claim of animal damage on my furniture.  It should be covered.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/03/2024

  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.

  I submitted a claim on 04JUL2024 for furniture damages that should be covered by my policy. I did not hear anything for weeks, so I called back (unsure of exact date). They said they were waiting for additional documentation. I told them no one contacted me to tell me that. The woman on the phone said it must have been an oversight. I sent additional documentation. I did not hear anything again for a few weeks, so I called again. The said they never received a receipt. I explained that I had sent it twice. The woman on the phone just kept saying they needed the documents. I sent all of the documents I previously sent again. I then received a denial email because I was outside of the 30 day window. This was clearly an attempt to avoid my claim. No one from their company ever contacted me to say they needed something additional. I contacted the furniture store for additional support. They attempted to contact Guardsman, but were not successful in obtaining the repairs.

  

  Business Response

  Date: 10/10/2024

  Our records show that Guardsman was first contacted on 6/25/2024. the terms of the protection plan state that Guardsman must receive the completed claim form and the sales receipt showing both the plan and covered furniture within ********************************************* damage. the sales receipt with this information was not received in our office until 9/26/2024.  This exceeds the 30 days as outlined in the protection plan. We are unable to service this request.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22374942
  
  I am rejecting this response because Guardsman did nothing to contact me and request the missing information. I contacted them multiple times in their 30 day window. I did not receive any follow up from them until they denied my claim. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/17/2024

  The agent advised in the original phone call on 6/25/2024 that the sales receipt was needed.  The terms of the protection plan also state that Guardsman must receive the completed claim form and the sales receipt showing both the plan and covered furniture within ********************************************* damage.  Our records do show that the original agent that was processing the claim did not send the reminder email that that the sales receipt was needed.  We do apologize for that error. We do show another agent sent an email requesting the sales receipt 7:00am on 8/8/2024.  We then spoke with you at 8:47am on 8/8/2024 and advised the sales receipt was needed. The sales receipt was still  not received in our office until 9/26/2024. We are unable to service this request.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22374942
  
  I am rejecting this response because: I never received any notifications.  There should be some obligation on the part of Guardsman to ensure they have actually notified a customer.  I do not know where the email they say was sent on 08AUG2024 went, but I did not receive it.  
  
  Sincerely,
  
  **** ****