Complaints

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:09/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/2021, I purchased a protection plan warranty from Dealer *********************************** that is provided by a company called *** *** Group. Contract covers through 4/28/2027.Trying to make a claim but the phone number listed directs to a website stating it is "solely" the place to make a claim. Following directions and providing the information requested, the website is not finding my policy. Rating for ************* GROUP on your site is a D-. I would like to get my money back since this company is obviously a scam.

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 05/22/2024

  Dear *** *******
  
                 
  This is in response to your Better Business Bureau complaint regarding fuel
  pressure claim. We thank you for your patience while this matter was under
  review.
  
                 
  On May 21, 2024, we advised you that our records indicate that ** ****** ****
  called in claim on September 27, 2023, and AMT Warranty authorized the eligible
  amount. To issue payment AMT Warranty must receive a final invoice, AMT
  Warranty never received a final invoice from ** ****** ****. On May 21, 2024,
  you emailed AMT Warranty final invoice, seeking reimbursement for the claim.
  AMT Warranty issued payment to you for the eligible amount.
  
                 
  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************
  

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  attempting to cancel warranty for months. GM financial resubmitted cancelation request backdated. I have informed mamanger it is a lemon law case and there is absolutely no urgency or help to expedite in *** of issues.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding The Amynta Group has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:07/17/2023

  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.

  Filed my first claim 1/4/23 for rip/tear/puncture. The individual came out to our home without giving us a idea of when they would be there, I was at work and unable to be present. I spoke to customer service, and she stated that she couldn't reschedule, then the department proceeded to call me back and try to schedule my appt, however, they called my number and reference another customer. It was such an ordeal and I was so upset about the lack of professionalism that I ended up waiting until 4/28 to schedule repair again because they never followed up. This was for 2 items. The tech came out and said I should hear a response within ***** hours, I thought awesome this was a decent experience. Nope I was wrong!!! I heard nothing, I called about 4 weeks later to get an update, as I know sometimes insurance claims take a while to process, only to be told that the claim was voided because I didn't send photos? wth... Not only did I send photos, but the tech also took photos and said he would submit them. My 4/28 claims are still showing scheduled. I resubmitted new claims on 7/5/23 and they denied them. The crazy thing is there is no one to call and nowhere to upload photos or documents. I am so frustrated with the whole process. This insurance coverage is such a spam. I need a update on my claims, this is bogus.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 05/06/2024

  ****************,
  
  Thank you for taking the time to reach out about your experience with Warrentech Consumer Product ************************** Care agent has thoroughly reviewed your claim.You have received gift cards in the mail for the replacement of your furniture.If you have any questions, please reach out to your ************* agent.
  
  ************* @ Warrentech ************************

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Amyntagroup on Monday, May 22, 2023 via phone regarding the May 16, 2023, email from **************************************** to discuss the service options replacement offers noted in his email, but the Amyntagroup representative (******) said he did not know who that was and that I should check back on Thursday, because it had not been 5 days since the date of the claim, which he said was on May 17, 2023, despite my efforts of explaining the May 16, 2023, email from ******. I asked ****** if I could speak to a supervisor, and he informed me that the Supervisor would tell me the same thing he told me. I also asked him for the number for the corporate office and he said that Amyntagroup did not have one. On May 24, 2023, I contacted Amyntagroup again and was told that my claim had been approved for the new oven and was given a claim number to take to a store to purchase the oven. I was told it was just like the one I had. I asked him for documentation from Amyntagroup stating the information of the claim and instructions, along with the dollar amount, and etc., which I never received. On May 30, 2023, I called Amynta again, and was then told that they had purchased the oven but no tracking information was available, I also asked about my concern with them making the purchase and I not having the option to purchase a warranty. He just said, I would have to get a new one. (Which I would not be able to do, since I had no information about the oven to provide to the store nor did I know what store/merchant the oven was coming from. I followed up via phone call to Amyntagroup today, June 5, 2023, at 5:02pm ET, regarding my previous conversation with an amyntagroup representative and email from June 3, 2023. (See previous email below.) I was informed on June 3, 2023, during my phone conversation with an Amyntagroup representative that they were not able to provide me with or confirm the terms of my warranty regarding the company paying for the removal of the old ******* double wall oven microwave combo. They then stated that the information would be forwarded to a supervisor who would respond in 24-hours. This prompted my follow up call and email today, June 5, 2023, and again the representative was unable to verify or confirm the language and terms in my warranty agreement and that she would have a supervisor contact me within 24-hours. I received the delivery on Saturday, June 5, 2023. I had to come out of my pocket and bear the expense of having to pay for the installation and removal. in the amount of $250. Amyntagroup, per my warranty, are to have covered the cost for removal of the old appliance, which they were and still are reluctant to do. The purpose of my calls and emails pertain to my concerns of Amyntagroup not honoring the terms of my warranty and official/required customer correspondence, documentation, and etc., as noted below:1. Not regarding the terms under my warranty for Replacement - paying for the removal of the appliance. (See warranty attached.)2. I have no documentation of my claim other than the initial email from Amyntagroup I received on May 16, 2023, stating the following: (unit is non repairable we will move forward, and it will be more economical to go for service options and replace your unit. We will reach out to you within 3 to 5 business days for service options replacement offers, other than the documentation I have noted in emails and phone calls.3. Amyntagroup never reached out to me within the 3-5 business. (See email above.)4. Amyntagroup never reached out to me for service options replacement offers. (See email above.) I contacted Amyntagroup on May 30, 2023, and was told that my oven had been ordered and it was the same model that I had - and informed them that I did not want the ******* brand or model number due to the company having issues with the control board overheating forcing the doors to remain locked. (I have been without the use of my oven since late April, ******. Not receiving any follow-up phone calls, correspondence or documentation regarding my claim.6. Requests to speak with a supervisor - not available.7. No return call from a supervisor as requested on both June 3 and June 5, ******. Replacement appliance was ordered without my knowledge.9. No opportunity to obtain a warranty - Amyntagroup ordered and arranged for delivery of the appliance prior to my phone inquiry on June 5th, but could not provide me with any information as to who the merchant was or tracking information. Delivery and tracking information was sent to me via phone call and text from a delivery company hired by Appliance Connection - that is how I found out who the merchant Amyantagroup ordered the appliance from.10. I was unable to find any immediate contact information (phone or email) for the corporate office in order to file a complaint, just names and mailing addresses.11. Turn-around time between the initial claim and resolution is way too long!

  Customer Answer

  Date: 07/01/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 05/06/2024

  ******************,
  
  Thank you for taking the time to reach out about your experience with Guardsman US.
  
  A ******** Care agent has reached out to you about your current claim. The agent was able to provide the status of the claim and issued a check for customer satisfaction. If you have any questions, please reach out to your ******** Care agent.
  
  ******** Care @ Guardsman 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/05/2023

  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 tried to file against warranty solutions but had to file against the parent company. Warranty was purchased from the dealership with the car on 4/10/2021 I paid 2500$ for the warranty. Since Easter of last year I have been trying to get warranty solutions to honor their part of the contract. First they insisted I pay for a clutch. I did. Then they say all they need is the shop to send a quote. They denied that saying it needed to be tore down. This shop could not provide this service. I pay for work done. Before I get it into another shop the clutch ***** up again. Transmission tears up more. I have it hauled to ************************ as recommended by WARRANTY SOLUTIONS. My car has been there since thanksgiving of 2022. Going back and forth with this ******** of a warranty company. Every thing they have asked me to do I have done. Every piece of paperwork they ask for I provide. No matter what I give them they ask for something else or straight up try to gaslight me and say what Im giving them is not what they are asking for. I am tired of it. I have spent over 3 thousand dollars on parts and have spent more than 7 thousand dollars in insurance and car payments in the past year for a car that I CANNOT DRIVE CAUSE IM PATIENTLY WAITING. This is 100% the fault of the warranty company. If I did not have them I would have ALREADY PAID CASH FOR A NEW TRANSMISSION. It has costed me more waiting on them to do it. Since its been at long ***** Ive installed another clutch. Sent pictures and an adjuster has came out. My issue is. They are s******* me and STILL trying to. They are insinuating I never had the work done they requested at the beginning (almost a year ago now) but I have already sent them an invoice showing work completed and balance paid. They are still trying to say I didnt have it done. Ps ********************************** ********** has drug their feet through the dirt on this whole process just as much as the warranty company. Please help I have no one on my side.

  Business Response

  Date: 05/14/2024

  Dear ****,
  
                 
  This is in response to your Better Business Bureau complaint. We thank you for
  patience while this matter was under review.
  
                 
  On June 23, 2023, we spoke with you and advised that after management review of
  the claim we are proceeding with the claim, authorization was given to Long
  Lewis Ford.  On August 1, 2023, we received final invoice and payment was
  sent to Long Lewis Ford.
  
                 
  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************
  
  

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended Warranty for my wall oven/microwave combo through Wayfair. The original order was July 29, 2020. The invoice amount was $3599.10, the extended warranty was $450.99. I put a claim in to repair the Microwave in March of 2023. Service attempted to repair, and it was confirmed non-repairable through the repair tech and through Bosch on April 3, 2023. I have been given the run around since then, promising it is under review and it would be resolved in 3-5 business days. When I call back they say they have no information. They are not honoring the contract that we purchased. the microwave part has been broken since the beginning of March. What a scam. This company is the worst. I would at least like some type of conclusion.

  Business Response

  Date: 05/06/2024

  ****************,
  
  Thank you for taking the time to reach out about your experience with Guardsman US.
  
  A ******** Care agent has thoroughly investigated your account and it has been confirmed that a check was issued out for the replacement of your unit on 04/27/2023. If you have not received your check, please contact us at **************.
  
  ******** Care @ Guardsman US. 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2023

  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 warranty company continues to send shady companies to my home to diagnose my washing machine that is broken but never sends anyone to actually repair it. The first company ****** Electronics came on April 11 and diagnosed the washer as needing a transmission and clutch. It was a major repair and their company did not do that repair so they informed ******* of what parts was needed and the repair that needed to occur. They then said I needed to wait two business days to get parts ordered and the would dispatch another company to repair the washing machine. Two days passed and They dispatched Best electronics to repair the washing machine. When the technician arrived from best electronics he did not ************** he came to diagnose the issue with the washing machine AGAIN but still no repair. No one has repaired my washing machine.

  Business Response

  Date: 04/25/2023

  Hello,
  
  Thank you for taking the time to reach out about your experience with Warrantech.
  
  You currently have a credit with ********** to replace you unit as of 04/18/2023. Please contact us directly and request to speak with management if you are currently having issues with obtaining your credit with Brandsmart.
  Customer Care @ Guardsman

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** electric dryer purchased 10-17-2019 from *********************. Extended warranty purchased from Amynta warranty company as an extended warranty until 10-17-2024. Today, 04-12-2023 dryer had odor of burning from the motor. Called the warranty company at ************. Was told the warranty would not send a repairman unless the dryer was not working. Called ************************ Automated assistant said to call the extended warranty company.

  Business Response

  Date: 04/25/2023

  *****************,
  
  Thank you for taking the time to reach out about your experience with ***************************** Care agent has reached out to you about your current claim. The agent was able to provide the current status of the claim and what to expect in the future. If you have any questions about those expectations, please reach out to your ************* agent.
  
  ************* @ Guardsman

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sectional from ********* Furniture and paid for a Guardsman Gold warranty. The first service call #******** was on 12/30/2022. The service Tech said he had been doing it for 6 years and said that the recliner that we waited on an exchange for 8 months was not new and suggested that we call ********* and tell them that he was here and what he found and ask them to exchange the sectional. The sectional was purchased around September 2020, so we had a 5-year warranty. We spoke with the ** of *********, and he said they didn't have any more recliners and he was looking at companywide inventory and that they were going to make it right and they were going to have to exchange the sectional for a newer model and asked us to work with them on the price. At first, they acted like we had 4 options. 1 was to still allow them to repair it with the parts they ordered, and we said no. 2 they said they found a recliner that was sitting in a ******* store, we said no, because it was sitting for 2 years and was probably a display with the same problem. 3 was they said we could do a straight return, we said no, because we had painted, and brought carpet to match. 4 They said we could pay the difference, but it would be 2020 pricing. We asked for a copy of the 2020 price sheet, and they wouldn't provide it. We ended up paying around $1900 for the upgrade. We didn't feel that we should have had to pay anything. We asked for a copy of the service order, they wouldn't give us a copy. They said the technician didn't say everything that he explained to us. We called the ** cell phone and explained everything while technician was still at our home. We also sent Amynta Corporate team and email and we made a complaint for the ***************** Commissioner. Why didn't Guards pay for the exchange? When we selected the replacement originally, they tried to charge ** and additional $500 for a new Guardsman warranty until we asked why, then they reduced it to $50.

  Business Response

  Date: 04/17/2023

  Hello,

   

  Guardsman does not have any control over whether the furniture sold to you was used or new.  After the technicians visit, he advised that a new mechanism would be needed and also advised the form was condensed.  The issue with the foam is not covered under the protection plan.  We sent purchase order to the Retailer to replace the mechanism on 1/9/20223. We received a phone call from the Retailer on 2/1/2023 asking ** to cancel the purchase order for the part as they were going to exchange the sectional.  Once that purchase order was cancelled there was nothing further for Guardsman to do. The terms of the protection do allow for a pro-rated refund, however, as a courtesy we will refund the full purchase price of the plan. You should expect a check in the amount of $499.99 within the next 3-4 weeks.

   

  Thank you 

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We have reached out to the Insurance Commissioner to make a complaint, because we were sold used furniture as if it was new and this was our first service call. We also were told more than that by the service Technician, He said the chair looked crooked, the foam was a result of this being used, he also showed us the proof that this was a used chair, he also went back and forth sitting in the left and right recliner and he saw it wasn't much wear and tear on the left recliner. This is because this is in our living room, and we don't even go into that room every day to sit on the furniture. We don't have kids. We were told to reach out to you by the *** Please understand we asked for a copy of the service order and Guardsman said they were going to email it to us we spoke with ***** and ****** on 1/17/2023 and we never received it. When we spoke with your customer service team, they explained everything that I was saying the Technician said while he was in our home wasn't in the report. ******* from ****************** said we were going to have a challenge going through Guardsman and he had been doing this for six years. ****************** told us to call *********************** and ask for an exchange and we did while your technician was at our home. We waited 8 months on a new right recliner, and this is probably why when we first called for warranty it was declined. We were informed to call Guardsman/Amynta for a refund and they also told ** to ask Guardsman/Amynta why you honored a warranty for furniture that was supposed to be new. We don't purchase used furniture. My wife works in the medical field for 37 years and was referred to ********* by a nurse she works with, and I work for the financial institution, and we know we weren't treated fairly. We paid several thousand dollars for this set; we spent several weeks going to local stores and going to test furniture because my wife and I both have some physical issues that we didn't want to purchase anything cheap.                We were informed that since Guardsman/Amynta was covering the parts it should have also covered the exchange and we shouldn't have had to pay for anything. If you look at the options, they were offering us a used chair that had been sitting in ******* for almost 2 years. At first, they asked us to work with them as for the pricing because they didn't want to exchange it, we asked for a 2020 price list, and they wouldn't provide one. My wife spent a lot of money getting the room painted and purchasing carpet to match because this was an investment for us that is why we didn't want anything cheap. It would be different if we knew we were purchasing a used set. Why didn't Guardsman/Amynta release the report unless he didn't want you to know what he explained.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* And **********************
  
  
  
  
   
  

  Business Response

  Date: 05/03/2023

  Hello,

   

  Our records show that we advised we were not able to provide the technicians report and photos and we were not able to get involved if Havertys sold you a used part of the sectional.  We also show we advised you to contact Havertys regarding that and to reach out to the technician with any questions on his report. The information received from the technician is for internal use only.  Guardsman has no indication that the sectional piece you were given was used.  That is something that would be between you and the Retailer.  Our records show the refund for the protection plan was processed on 4/17/2023.

   

  Thank you 

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [We di contact *******' and they said contact you. We were informed that's what insurance was for. We paid $1900 for the new sectional, and this should've been covered. We also explained that this originally supposed to be new. We would like to know why you couldn't get Guardsman to release the service call and you will see the pictures. We were also charged $50 for the new sectional, and we shouldn't have had to pay anything. How is it you have a company you represent and don't know what is going on]. We spoke with *********, and the ** suggested that we speak with you. We paid several thousand dollars for the original set. We just want the public to know that you will try to cover up when consumers are treated unfairly. Amynta/Guardsman should have rejected the claim once the service technician sent the pictures showing it was used, because it was supposed to be new. However, when you didn't reject the claim from ********* that means you took the responsibility of making it right. We see now that you're not great with customer service. The *** should be processing an investigation into your company.

  How are you a large company and don't know what you're covering. Your company should know if it's new or used products. That is when it should be a One Off, meaning that you send these back to the companies that you represent. We have some disabilities that don't allow us to purchase certain things and that is why it took us almost a month to find the correct furniture. We had to go to all of the stores and sit and lay on the furniture.

  What was the purpose of paying insurance. If this was car insurance and you were StateFarm they would have to replace it because they didn't have the same set because it was discontinued. Why did we have to pay for the new set? Your company should have paid for the exchange is what we were explained.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/05/2023

  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 Guardsman furniture protection plan when I purchased a sectional from ******* Furniture. I filed a claim in January 2023, but accidently typed 2022 (claim ********). I also described the damage to the furniture. I received a denial of claim letter due to the date of damage and stating that the general category I used was not covered. When I tried to contact them to let them know that I mistyped the date and that I was not sure what category to use (which is why I explained the damage), they refused to reconsider the claim since they said no changes could be made after initiated. I even when to the place where I originally purchased so they could reach out to Guardsman, but ****** said they were also told that Guardsman would not relook at claims. I paid for them to cover my couch and per my plan brochure the tear is covered---but they refuse to do anything.

  Business Response

  Date: 04/14/2023

  Hello,

   

  All claims are processed based on the information provided on the claim form.  Before  a claim is submitted it must be acknowledged:
  
  If the Claim information is correct, please validate the information by confirming
  the following:
   I I understand my claim will be processed only if both this claim form and all required documentation have been received by Guardsman in the mail within 30 days from when I originally reported the stain/damage.
   I I hereby certify the information I have submitted is, to the best of my knowledge, true and complete. I understand that the submission of false information for the purpose of obtaining service may result in the denial of my claim.
  
  Changing the information provided on the original claim would not change the outcome of the clam.  In addition, the damage reported is not covered under the protection plan. 
  
  We are unable to service this request.

   

  
  Best regards,
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