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:12/20/2022

  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 have a warranty a 5 year insurance that I purchase 5 years ago with guardsman. I file. claim nobody has ever call me or mail me anything. Everythime I call guardian I can't reach them. They give me a website to submit picture which doesn't work when I finally find my way around it they denied my claim for length of time to submit pictures of warranty that I couldn't submit online their website doesn't work. They are thieving people's money on ****** review the amount of claim get denied for the same reason is high. I want my furniture to be clean and fix.

  Business Response

  Date: 12/20/2022

  Hello **************,

   

  Our records show we were contacted on 9/7/2022 at which time we advised a sales receipt was needed. On 9/21/2022 an email was sent to the same email the original link to complete the claim was sent to.  We did hear anything back until 12/12/2022 at which time we received an email from you and we replied on 12/13/2022 providing the phone number for you to call for assistance. On 12/15/2022 we received the requested sales receipt.  The terms of the protection plan state that you must return the claim and all required documents within 30 days of when you first report an issue with the furniture.  This timeframe was not met and we are unable to service this request.

  Customer Answer

  Date: 12/29/2022

  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:

  [Your Answer Here]

   I never received an email from themI reject this company business model because a lot of times things gets lost in the email and They never told me they would be follow up with me only by email. I waited and look in the mail for a letter or phone call I received nothing. My claim is being denied because of their lack of effort to communicate thoroughly with their customers. It doesn't make sense I tried to submit everything on their website it did not work. I had no where else to submit it.

   

  They reject me on filling another claim. This company is a scam and I just want them to whole their part of their deal. They do not honor their contract.

   

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

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

  Customer Answer

  Date: 04/10/2023

  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:

  [Your Answer Here]

   

  My case is still not solve. 

   

   

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

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

  Business Response

  Date: 04/14/2023

  Hello,

   

  As we have previously advised the claim has been reviewed multiple times and the original denial is upheld.  The sales receipt was requested in the original phone call, and this was not included when the claim was submitted.  The email was sent and was not returned as undeliverable.  We are unable to service this request.  At this time as a courtesy, we can refund the $200.00 you paid for the protection plan if you would like.  Please email ******************************** **** and reference claim number ******** to advise if you would like us to refund the price of the plan.  This refund will end the protection plan on all of the furniture purchased under this plan.

   

  
  Best regards,
  ***************************************

• Initial Complaint

  Date:12/14/2022

  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.

  Claim #********* I put in this claim on 11/26/2022 for my refrigerator not cooling. A local tech (service provider) came out on 11/29/22. They determined that there are 4 parts that are defective and need to be replaced. On 12/5 the service provider had not received the replacement parts. When I called the service provider on 12/9/22. I was told that the warranty company has not approved the parts. I called Amyntra Group on 12/12/22 who stated they are escalating with the proper department and to call back in two days. I called again today 12/14/22, still the parts have not been ordered and I am still without a working fridge. When I asked to speak with a supervisor I was told they were all on the phone and will call me in 24 hours, which I find unacceptable being that I have been waiting for the parts to be approved since 11/29/22. I've also asked for the unit to be replaced which was also denied. I am looking for a quick resolution for this matter, either order the parts or replace the unit. Either way I need a fridge.

  Business Response

  Date: 12/26/2022

  ***********

  
  Thank you for taking the time to reach out about your experience with *************************************** Care agent has reached out to you regarding your extended warranty. They were able to inform you that last week that parts have been ordered. Currently we are awaiting on the part. If you have additional questions, please reach the ******** Care agent directly.
  
  ******** Care @ Guardsman

• Initial Complaint

  Date:11/29/2022

  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.

  Attempted to file a claim under the warranty I purchased for a Bosch appliance I purchased from Brandsmart. The appliance is irreparable and needs to be replaced. The Amynta agent (*******************************) asked for written proof that the appliance was not covered under manufactures warranty, which I provided. I provided the Bosch warranty (with the relevant section highlighted) and also an email from Bosch confirming the appliance was not covered. The company still refused to process the claim and has stopped responding to my emails.

  Business Response

  Date: 12/12/2022

  *************,
  
  Thank you for taking the time to reach out about your experience with ***************************** Care agent has reached out to you about your current contract. The agent is researching your case. If you have any questions about those expectations, please reach out to your ************* agent.
  
  ************* @ Guardsman

• Initial Complaint

  Date:11/07/2022

  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 my new sofa with guardsman protection on 2/15/2020. On 2/22/2022, I filed a claim to have guardsman clean stains on my sofa, but they did not come to service my sofa. I filed a second claim on 10/17/2022, and again no service. Reading the negative reviews about Guardsman, an Amynta Company, I am now convinced I have been frauded into buying this protection and would like to seek help to get a refund for the fee I paid, and to warn all other consumers about this fraudulent practice.

  Business Response

  Date: 11/15/2022

  ****************,
  
  
  Thank you for taking the time to reach out about your experience. 
  
  A Guardsman agent will reached out to you about your current claim. If you have any questions, please reach out to **************.

• Initial Complaint

  Date:10/26/2022

  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 protection plan for a fridge in 2020. We filed a warranty claim in March of 2022 and have been dealing with this company since. They approved our claim and sent a part to their servicer. The part came in damaged and they supposedly have escalated our claim several times and I've tried calling this company over and over the last months with no solution offered. We paid for a warranty and this company has not honored their side of the transaction. It is not our job to track down the part or hold "THEIR" servicer accountable. We are now paying extra every month for ice that should be "free" with a working as it supposed to freezer. Every time I call I get told they are escalating my claim and I'll hear from them within 48 business hours. I never hear back nor hear from their "servicer". 've called several times and been told the same thing each time. "they" are escalating my claim and will be in touch within ***** business hours. I've waited 1-2 weeks between to call back only to be kept on hold for ***** minutes and then given the same spiel. I've been patient and understanding, but now believe this company is a complete scam. First we'd prefer our refrigerator be repaired ASAP as that is what we paid for and if they can't won't do that. We want our full payment back for the fridge as well as the warranty amount. $1567 (refrigerator) + $149.99 (service plan) + 5.5% tax. I've also filed a complaint with the ** Consumer Protection.

  Business Response

  Date: 10/31/2022

  *****************,
  
  Thank you for taking the time to reach out about your experience with *************************************** Care agent has reached out to you regarding your refrigerator claim. After reviewing the claim, we have reached a resolution for your issue, and have explained what the next process will be. If you have any questions about what is going to happen next, or questions about the resolution, please reach out to the ******** Care agent.
  
  ******** Care @ Guardsman

• Initial Complaint

  Date:10/19/2022

  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.

  My wife and I purchased a leather sofa and loveseat and extended warranty through Guardsmen, a Amynta company. The furniture was not quality furniture and began to break down. The mechanisms, power supplies, motors, vinyl panels and cushions. We began to dislike this furniture. With all the work that needed to be done, I sent an email outlining the fact that parts and labor must exceed the cost we paid for the furniture. Guardsmen insisted in fixing it. I figured that if they fixed it we would be happy. A service man came out and did fix some of it but anything dealing with comfort is worse than before. Beside that, he left a mess that we believe he should have cleaned up. I sent an email with pictures and Guardsmen replied with a request for me to call. I did and the representative I talked to had an attitude of indifference. I have been through a lot. I have called and emailed many times and don't believe anything will be done. Please help us.

  Business Response

  Date: 10/31/2022

  **************,

  
  
  Thank you for taking the time to reach out about your experience with *********************************** Care agent has reached out to you about your current claim. Someone will contact you about your claim.

  
  Customer Care @ Guardsman

  Customer Answer

  Date: 11/01/2022

  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:

  [No one from Guardian has called me at this time Tuesday Novermber 1, 2022 at 4:31 PM CT. I am waiting.]

   

   

   

   

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

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

  Business Response

  Date: 11/15/2022

  **************,
  
  Thank you for taking the time to reach out about your experience.
  
  A agent has reached out to you about your current claim. The agent was able to speak with you 11/03 and the technician appointment to install the seat casing is scheduled for 11/18. If you have any questions about those expectations, please reach out to your **************.