ComplaintsforGuardsmen Protective Services

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Lack of service. I purchased a King ******* sectional from Steinhafels ******** on 5/9/2019. Along with the furniture, I purchased an extended warranty. With Guardsman. Approximately a month later, sinking seats were noticed. A claim was submitted. After repeated phone calls and weeks later, the returned my call. This was during the pandemic. Instead of sending out a repair person, they sent me a replacement foam. Their expectations were for me to install the foam. Now years later, I submitted another claim in January 2024. the same problem now on four seat. I have called repeatedly, only to receive the same rehearst answer" claims are answered in the order, they are received". I am well aware my policy ends on May of this year. Guardsman # ************ contract #******* under *********************** *************************************** My phone for the order #************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am going to attach a word document to explain issue Im having with Guardsmen. This field can not hold what I wanted to share. *************************** ************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a complaint because I purchased two chairs for my upstairs along with a sofa and I purchased the warranty in which I enclosed and the company did not honor their warranty because they said I use it for commercial business. I explained where the chair had only been sat in about 5 times since 2019. They are going to say it doesnt cover commercial, the furniture is in my home. They want to make up excuses not to do whats right and that is not okay. If they dont pay refund my money for the warranty because I can use that towards repair or purchase another chair. In addition, the customer service is horrible, you can not speak to a live person because they are to busy. It took 1 hour and 13 minutes to speak to a representative that could not answer any questions about my claim then approximately 20 plus days later I get an email denying the claim because the furniture was used in a commercial setting. Unbelievable, I uploaded the picture and make a video of my upstairs and that was the response. It was nothing I did on my part because if that were the case why isnt the spring in the identical chair not messing up.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased the **************** Armless Recliner from ********* and the Guardsman warranty Gold Plan on 10/16/2021 (0-1011-0016). The furniture was delivered on 5/7/2022. The recliner stopped working on 5/6/2023 and a claim was filed on with Guardsman on 5/23/2023 / Claim # ********. A technician was sent, from a subsidiary company called Restauro, to look at the couch on 6/21/2023. On 6/21/2023 the technician took 8 photos for Guardsmen and informed them that the couch required a new switch. It has now been an additional 47 days since Restauro submitted the claim to Guardsman. I have called Guardsman multiple times and have been placed on hold for as long as 73 minutes before having a representative answer the phone and send me to another department. Today I was placed on hold for 42 minutes by the Guardsmen ********************* and my call was not answered. However, after 42 minutes the phone call was disconnected by Guardsman. We paid $299.00 for the Guardsman Gold Plan Warranty (0-1011-0016) on 10/16/2023 and we would like a full refund since the service we paid for is not being completed. I would also like to inform other consumers about this warranty company. The customer service is non existent and I do feel that this company is running a scam by selling fraudulent warranties.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have filed two reports on my couch that I have 5 year warranty on and they are refusing to honor the warranty that I have paid on to ************ fixed.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Guardsmen Claim Number: ******** I purchased a couch from Havertys in *********, ** on 2022-12-16, and it was delivered around June/July of ************************************************************************************************************************************ cats. Never was a told that a claim had to be filed within X time frame until now after I've filed the claim.I filed a claim on 2022-04-05 and proceeded through the process, nowhere was I told that it needed to be within X time frame. The damage I filed was where my cats left some light marks on the couch, and I keep the couch covered at all times with some blankets. It looks like your grandmother's couch if you walk in and saw it. I only discovered the marks when I took the blankets off to file a repair claim against Havertys for another issue I had. When I filed the claim with Guardsmen I made up a date of 2022-01-01 because I didn't know when it happened and it's common practice to use a date of the beginning of the year if you're unsure. Guardsmen took this date and never once contacted me to additional information or more pictures. Their website only allows 10 pictures which weren't enough to accurately showcase what was going on.I've contacted Havertys and they told me to call ************** and all I'm told is this isn't the right department and I keep being forcefully transferred. The only person picking up the phone is named ******* who was incredibly rude to me and very unwilling to help. She keeps telling me to call another department that isn't even open.I did my best to report the damage to Guardsmen within discovering the damage, and I shouldn't be held liable for putting down a guestimate date. I'm requesting that the warranty repair be completed and I be contacted to discuss this further. This is due to "reasonable time to report."

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Guardsman warranty on 8/8/2018 my service agreement #******** for my couch mechanism. My mechanism stopped working I immediately filed a claim with Guardsman Claim #******** when I was contacted by ***************** they told me they were unavailable to provide a service call on weekends, nights, early mornings late evenings even 2 months out. Basically they were only available from 1-3:30.With no other choice I took off a day from work for service. When the serviceman came he made no attempt whatsoever to fix my couch or even see what was wrong he seemed uninterested he just looked at it it from a distance said I would be hearing back and left. I then receive a letter stating that "We received the technicians report and are aware the technician was unable to service the sofa. The store has closed we will issue you a refund of the amount you paid for the protection plan." ******** Furniture the store that I purchased my couch from is still in business it is not closed besides I purchased a warranty from Guardsman not from ******** Furniture. My couch is broken in the reclined position I want the part fixed or a new couch I do not want a refund for my protection plan. I feel like they do not want to fix my couch or replace couch because it is cheaper for them to refund my protection plan money. I purchased this protection plan in good faith and I expect Guardsman to do the same.

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