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

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman FurniturePro

  126 Wexford Ct Woodbury, NJ 08096-4217

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  Guardsman

  8321 Brandonwood Dr Fort Worth, TX 76182-6717

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  Guardsman Furniture Pro

  121 Park Ave Quakertown, PA 18951-1631

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:09/19/2024

  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 warranty. The leg split. The company is attempting to not cover the split that occurred due to no fault of our own. I submitted a claim over the phone. The representative never sent the email. I had to log onto the website myself to submit the claim.

  

  Business Response

  Date: 09/25/2024

  The terms of the protection plan state that Guardsman must receive the completed claim form within ******************************************* damage to your furniture.  Guardsman was contacted on 7/30/204 and the claim form was not received until 9/12/2024. This exceeds the 30-day timeframe as outlined in the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:09/18/2024

  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 guardsman warranty on my sofa at all the so the sectional that came with it so two pieces total. The sofa had wear and tear that was horrible within a short amount of time. It was a leather sofa. Guardsmen did not take care of anything that they promised they just denied both of my claims. They are a horrible warranty company. They have horrible customer service also.

  

  Business Response

  Date: 09/27/2024

  The Guardsman protection plan is an accidental protection plan that has a specific list of covered stains and damages.  The protection plan does not cover wear. Please refer to your protection plan for coverage an exclusions.

  Customer Answer

  Date: 10/12/2024

  This is definitely not normal wear. The couch is literally falling apart and and is crappy. You guys should stand behind your warranty.

  Customer Answer

  Date: 10/12/2024

  This is definitely not normal wear. The couch is literally falling apart and and is crappy. You guys should stand behind your warranty.

  

  Business Response

  Date: 10/17/2024

  As previously advised the Guardsman protection plan is an accidental protection plan.  There is a specific list of accidental damages that are covered. Guardsman does not manufacture or sell furniture.  If you feel the furniture is not holding up as it should you may want to contact the manufacturer. We are unable to service this request.

• Initial Complaint

  Date:09/18/2024

  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.

  Guardsman is denying covering a claim stated under the contract as items covered - 6.2.5. ***** or heat ****s that are not caused by a fire. They are denying based on contract language of - 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 ***** is a 4 year old table. Literally this contract states - 'normal' wear and tear. The heat **** was not cause by wear and tear. However, they are stating because other areas of the table have wear and tear - they will not honor 6.2.5. I am not asking for the 'normal' wear and tear to be fixed - I am asking for the heat **** to be fixed. Most dining room tables, I think, would have 'normal' wear and tear since 'normal' is part of the contract clause. Again, not asking for anything other than the heat **** to be addressed which is supposedly covered.

  

  Business Response

  Date: 09/25/2024

  The technician report and photos show that there is an accumulation of damages across the table, including the area directly under the heat mark.   The protection plan does not provide service for accumulation of damages. We are unable to service this request.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22304337
  
  I am rejecting this response because:
  It seems it is agreed that a heat **** exists. Contract states that is covered. The subjective piece revolves around normal wear and tear. I feel it is exceedingly easy for the business to rubber stamp yeah, but there is normal wear and tear on the table to deny claims. That doesnt seem right or fair within a business model to say - you are right, but then go and find another reason to not cover. If guardsman will not fix, I feel it is fair for them to give me the amount of money that a heat **** generally costs to fix so I can seek repair from someone that will. That would be a fair middle ground. I am not asking for a refund because I know contract doesnt allow that. I am asking them to pay me so I can go find a company that will fix my table that we both agree has a heat ****. 
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/03/2024

  As had been advised in multiple phone calls as well as well as through the BBB the protection plan does not provide service when there is an accumulation of damages.  This is listed in the "What is not Covered" section of the protection plan.  We are unable to service this request.

   

• Initial Complaint

  Date:09/17/2024

  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 filled a claim with Guardsman in March of this past year because our electric switch went out making it impossible to recline on one side of our couch. The track on the other side of the couch was damaged also and needed to be replaced. I have attached the original text from back in March of this year when the technician came to inspect. The parts were ordered and took months to arrive. The technician has informed us that Guardsman will pay for the switch to be installed but not for the installation of the other parts that they sent. Our couch is now dragging on new hardwood floors every time we open the couch because of the damaged track. The other side is inoperable. The parts have been sitting in our foyer for two months. We expect Guardsman to come and repair our couch according to the warranty or replace the entire couch according to their contract. We have had absolutely no resolution even after calling repeatedly. They sent the replacement parts to our home which is an acknowledgment of the damage that needs to be repaired now we just need them to authorize their repairs with their technician who has actually been great through this process. It has been six months since our original claim. This is completely unacceptable and needs to be rectified immediately.

  

  Business Response

  Date: 09/25/2024

  Our records show that a work order was sent to the technician to install a switch on the left side of the sofa, if you are facing the sofa, and motor and mechanism for the right side of the sofa. If the technician comes to the home and states that he does not have a work order for this please call the service center at ************ while the technician is there if it is between the hours of 8:30am-6:00pm EST Mon-Fri.
  

• Initial Complaint

  Date:08/28/2024

  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.

  Bought new living room furniture from Havertys spending over ******. I bought a leather sofa and reclining chair back in July /22 with delivery October /22 was told that it does cover animal damage ( including claws.) I have 9 indoor cats and never had PROBLEMS. I travel with work and only home a little over a quarter year. Covered with furniture protectors since purchase. My housekeeper prior to me coming home mentioned that she removed them bit got ruined..After arriving home I was measuring the furniture to buy new protectors and noticed some speratic scratches across my leather sofa and some fabric pulls on my chair. Guardsman sent a technician over 2 months later to come by an evaluate the furniture while not asking in questions regarding the claim or damage. It took over another month to receive an email saying that the claim was denied due to excessiveness and improper care while providing a number to call the resolutions ***** Reached out immediately to this **** but was on hold for over 30 mins and never was able to get through. Spoke with an representative saying that someone would be reaching out to me in a few days , No call back. Photos were also taken by the technican 2 months later when he came to evaluate the furniture. Furniture remained uncover because so my house keeper wouldn't have to struggle to take the protectors off and put the protectors back on. I also hadn't bought new furniture protectors yet because I wasn't even sure that Havertys even sell these pieces of furniture anymore. There was no offer to even try to repair items. There is no indication of excessiveness or reputation. I can only report what is discovered at the time. I can show proof of purchase of protectors, pictures with protectors and my original photos when submitted for claims. I want re evaluation of the damage from another technician due to maybe a bias opinion from the technican previous ( history) remains uncover awaiting outcome. Attempt to fix, if not replace.

  

  Business Response

  Date: 08/29/2024

  The terms of the protection plan allow for a single incident of animal damage.  The technicians report and photos show multiple damages across three pieces of furniture. In addition, the claim form states that you were out of town for several month and the housekeeper did not recover the furniture with the blankets while you were gone.  We are unable to service this request.

  Customer Answer

  Date: 08/30/2024

  I could only state so much in the complaint but I indicated that house keeper to them off to wash before coming home and we're ruined. I can only report what I see and when I see it. Damage occurred within allowed time to report as I did. A cat has 4 paws which means if they run across an piece of furniture you will see random marks ( as picture shows) NO ISOLATED AREA SHOWS CONTINUES SCRATCH MARKS meaning excessiveness.  Again, the protectors were off awaiting the technican to evaluate which was well over 2 months after the fact and it seems your basing your decision on photos technican took ******* then the photos which were submitted for claims, as stated by you.

  

  Business Response

  Date: 09/10/2024

  All information provided for the claim has been reviewed including information provided on the claim forms, the photos provided with the claim forms as well as the technicians report and photos. The damages across multiple pieces of  furniture are extensive and not consistent with a single incident. We are unable to service this request

• Initial Complaint

  Date:08/22/2024

  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 have their gold plan protection plan. We have had to file many fixes and the majority they have serviced the product. However, there are two issues they have tried to claim dont fall under the protection plan which do. There are more pictures, but the problem is the couch has tears in the top layers of the leather in several spots and the wooden chair is split from where the connection comes from beneath it to the point where clothing has gotten caught in the breakage.

  

  Business Response

  Date: 09/03/2024

  Guardsman has not received any claims for rips in the sectional.

  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. An email was sent regarding this on 3/21/2024.
  On 5/13/2024 we received a claim for the sectional reporting scrapes, which is not covered under the protection plan. An email was sent regarding this on 5/29/2024.
  On 7/17/2024 we received another claim reporting scrapes/gouges in the leather. which are not covered under the protection plan. An email was sent regarding this on 7/31/2024.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22184172
  
  

  I am rejecting this response because:
      They call the chair a seasonal split? Its an indoor dining chair with a crack that opens wide enough when you sit on it to catch fabric and rip it. It is clearly a break.
       The leather I called a scrape in error, the leather is ripped, almost ripped to the center from where it started bc when you sit/rest on it it gets worse, and this is in multiple spots on the leather couch. It is not a scuff or light scratch. It is millimeters away from being a full puncture from just sitting. 
      Just because they want to term items in their favor away from reality doesnt make it correct.  They even told me the faulty electric panel on the one part of the sectional that has stopped working 4 times already, that they dont intend to fix when surely it breaks again.  Overall they have been fairly decent in fulfilling their repairs. However on these two issues they are trying to alter their view of reality to skip fixing/replacing. If more pictures are needed I could send later.  It is not letting me submit with picture attached.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/06/2024

  We have not received any claims for rips on the sectional.  We received a claim for scrape and gouges.  In addition, the sectional was denied for the reporting timeframe to report the damage to the furniture, as outlined  in the protection plan, not being met. If these are actual tears in the sectional the claim would still not be accepted for service. As for the chair we sent the technician to the home and the technician photos show that this is a seasonal split in the wood.  this is in the wood itself and has nothing to do with whether the furniture is indoor or outdoor furniture.

• Initial Complaint

  Date:08/22/2024

  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.

  A claim was filed and submitted for our sectional that was bought and covered under a 5 year protection plan by Guardsman. I reached out to them to file a claim and was told i needed the original receipt. I explained we had just moved and wasnt able to find that. I was advised by a *** from guardsman to reach out to the company the piece of furniture was bought and maybe i can obtain a copy via that route. After getting that receipt, claim was filed and submitted it took 2 weeks before a response, which then asked for more pictures of couch, followed by another email asking for more pictures. Within that time frame, i have called this company more than 5 times enquiring about the status of claim. Received an email approximately 2 days ago after going back and forth, saying claim has been denied due to terms and conditions of ***orting damages late. Every ***resentative i spoke with told me something different and every time i followed every instruction. Youve not only wasted my time, but also my money. If youre not going to cover my claim, just refund me what was paid so i can have my couch dealt with by a company that delivers on their services.

  

  Business Response

  Date: 08/29/2024

  Our records show that there is more than one reason the claim was denied. Guardsman was first contacted on 4/25/2024 and at the time it was reported that the sectional was ripped and some of the cushions were flat. The claim form received reported fabric failure/fraying/shredding and the photos received show fraying as well as stress tear which is not covered under the protection plan.  The material inside the sectional being worn is also not covered. the claim form also reported the left couch does not line up when it sits on the hinge and the couch needs to be cleaned from light eating and drink stains. The couch not lining up and overall cleaning is not covered under the plan.  The protection plan is designed for single customer caused incidents or accidents.  in addition, the terms of the protection plan state that Guardsman must receive the completed claim form and sales receipt within ********************************************* damage to the furniture.  The completed claim form and sales receipt were not received on our office until 8/4/2024, which exceeds the 30-day timeframe. The request for the cleaning of the sectional and the left side of the couch not lining up also did not meet the timeframe requirement for reporting stains or damages.  The terms of the protection plan state that any stains or damage to the furniture must be reported to Guardsman within *********************** damage occurring.  The stains and the left side of the sectional not lining up were reported on the claim form that was submitted on 8/4/2024 and it was reported that this occurred on 4/25/2024.  There were additional forms submitted on 8/15/2024 and 8/22/2024 re-reporting the stains and the re-reporting the rip with a different cause but still reporting the stains and damage occurred on 4/25/2024.  Re-reporting stains or damages that have already been processed with a different cause does not change the original outcome.  We are unable to service this request.  The terms of the protection plan do allow for a pro-rated refunded based on the length of ownership.  The amount of the refund would be $107.00.  Please contact the service center at ************ Mon-Tues and Thurs-Fri between the hours of 8:30am-5:00pm EST to let us know if you would like us to process the refund of $107.00

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22181439
  
  I am rejecting this response because: when i first contacted guardsman i was told by a *** that i needed the receipt to which I explained we had just moved in at the time of purchase and was not able to retrieve. I was instructed to reach out to the company I purchased and see if i can get a copy. I cannot force a company to get back to me in a timely manner. When I received the receipt i filed the claim. A denial of service took 2 1/2-3 weeks for you to inform me?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/03/2024

  The terms of the protection plan state that Guardsman must receive the completed claim form and sales receipt within ********************************************* damage to Guardsman. The terms of the plan also state that all stains and damages must be reported to Guardsman within *********************** damage occurring. These timeframes were not met. In addition, some of the damages reported are not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:08/20/2024

  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 called Guardsman because I noticed two rips in a chaise cushion. I purchased the highest level furniture protection plan Guardsman offered with a Havertys couch. We have had nothing but issues with this couch. I read my contract and rips and tears are a part of the plan. The response from Guardsman is they do not cover it as it is a manufacturer defect. HOWEVER, when I had Havertys investigate this further, they called back to say it is NOT a manufacturer defect. So what is it Havertys? What is it Guardsman? I cannot get this fabric fixed (less than three years old and our third cushion!) AND Im informed if I have any future issues with the fabric, including a seam coming undone, wine spill, etc., Guardsman will NOT cover because of this wrongful denial for this one issue. It is a rip off and I would never ever use this company again. How is it the manufacturer stated is not a defect from the manufacturing company, yet Guardsmen can say it is and now deny any future issues that may arise? Buyer beware. Educate yourself and read other complaints. Just because they say its covered in contract does not mean they will cover it. They will define it anyway they can to deny it.

  

  Business Response

  Date: 08/21/2024

  The Guardsman protection plan is primarily for consumer caused accidental stains and damages.  The claim submitted reported fabric failure/fraying/shredding and states "overtime fabric failure."  This is not covered under the protection plan. This type of damage is listed under the What is not Covered section of the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22171491
  
  I am rejecting this response because: it was not a slow progression rip. It was never noticed until one day two rips were observed. The manufacturer looked at it and stated it is not a manufacturing defect. I was asked if this was done accidentally. My answer is no. I did not accidentally take scissors or tear a hole in it. It just appeared one day. It was not a gradual progression of material failure.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2024

  All claims are processed based on the information that is provided on the claim form. There was no specific incident or accident reported and the claim form very clearly stated "overtime fabric failure". This is not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  Date:08/20/2024

  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.

  The bolts fell out of my loveseat and it can't be used. All I asked for was a repair person to put the bolts back in place. I selected a random date regarding when the issue happened and was told I had to select a date within 30 days of the date the claim was filed. However, Guardsman would not let me resubmit the claim. Further, I was never notified that the claim was denied, I learned this by calling several times and being put on hold for almost an hour. At the very least they should refund the ****** I paid for the policy because they did not repair the furniture and I am unable to file further claims even though there is 2 years left on the policy. This is FRAUD!

  

  Business Response

  Date: 08/21/2024

  The terms of the protection plan state that any stains or damage must be reported to Guardsman within *********************** damage occurring.  Before a claim is submitted the person submitting the claim must acknowledge that the information enters is true and complete.  Once the claim is submitted and processed this information cannot be changed and the claim cannot be resubmitted with different information in order to obtain service.  we are unable to service this request. 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.    

• Initial Complaint

  Date:08/15/2024

  Type:Sales and Advertising 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 protection plan from Guardsman and had to file a claim for pet damage. When I bought the plan I was told that I could file a claim one time for pet damage. I filed the claim because the stray cat I was housing had clawed the couch. I took pictures and sent the information into the claim department. The claim department denied the claim saying that because the cat scratched more than one place they would not cover it. They worded the contract in such an ambiguous way that a common consumer wouldnt understand.

  

  Business Response

  Date: 08/20/2024

  The terms of the protection plan state that the plan covers a single incident of damage caused by a pet. The photos received the claim show multiple areas with extensive damages.  This is listed as an exclusion under the Wha is not covered" section of the plan, section 9.9.  We are unable to service this request.