ComplaintsforGuardsman

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a protection plan for my couch from this company through Watsons. The motor is no longer working on one of the recliners so I reached out, filled out the claim form online, and emailed my sales receipt so they would come and fix it. 2 weeks past and I hadnt heard from them so I called and they said they never received my receipt so they were unable to do anything, without contacting me in any way. I emailed it to them again and they said someone would be in contact within 48 business hours. 48 hours had passed and I hadnt heard anything so I called again. They finally got me on the phone with someone in repairs and said that they do not have any techs going to my area at that time so they would call me back by Tuesday with the day and time of when a tech would be coming out. I didnt hear from anyone all day Tuesday so I called back and they said that they had a tech that could come out Saturday anytime from 12-3, and I got a call back number for if something would happen since it is a weekend. Well of course Saturday comes and the tech does not show up. I called the number he gave me and it said that their office is closed due to after hours. I spent $350 on this protection plan and all I need it the motor on one of the cushions fixed.

  

  Business response

  06/24/2024

  We do apologize for the delays and the technician not showing for the appointment that was scheduled for 6/22.  We do show that we have spoken with you today.  We did attempt to call the technicians office and there appears to be an issue with their phones. We have also reached out to them via email. They have advised that they are having technical issues with their phone lines today and that a technician will contact you today.  If you do not hear from them by the end of the day please contact the service center at ************** M-F 8:30am-6:00pm EST.

  Customer response

  06/25/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an outdoor sectional with 2 chairs and bought the extended warranty. When getting ready for use this year, we noticed a few holes in the cushions and the unraveling of the material. First, the process was flawed and didn't give any choices. It's as if the only choices you have to describe the damage would be reasons to deny. You also have to start a whole new claim for each little thing. One was denied stating it was a manufacturer defect. It is not. Then, after calling once a week, they sent so.eone out. Took over a month. Finally, they did call me. The rep said she was looking for replacement cost. Then, I hear nothing. They said they emailed, but I searched, and there was none. I tried to call them, but they are only open for calls a few hours on a few days in order to "process claims." I imagine it is time consuming to deny claims and find ways to justify that decision. Looks like there are hundreds, if not thousands, saying the same thing about this company. If it were reputable, there wouldn't be so many. I'm sure I will see their same generic response like they are saying to others..."manufacturers defect," "we don't cover snags," "normal wear and tear," "accumulation of damages," "our records indicate we reached out" blah, blah, blah. I can say, I answered every call, except for the very 1st one. No message, of course. Two answered calls had no one on the other line, then hung up, as if they just wanted to document the call. Said an email was sent, but it isnt there either. Something needs to be done about this company. Not only does it hurt the purchaser, it hurts the furniture companies offering the warranty. It makes them look like they are contributing to the harm people are having. Very predatory and is taking advantage of people.

  

  Business response

  06/13/2024

  The Guardsman protection plan is for accidental damages that arise from a specific occurrence.  the claim forms we received did not provide any accidental damages.  It was reported as general soiling, wear and tear, don't know how it happened. The photos and the technicians report an accumulation of stains and damages, which is not covered under the protection plan. We are unable to service this request.  In addition, we have a total of 6 emails that were sent to the email on file,************************.  These were sent on 4/17/2024, 3 on 4/26/2024, 5/22/2024 and 5/30/2024. We will be reviewing all calls to determine why you weren't able to hear anyone. We do show that we did speak with you multiple times.
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an original claim for damage to 2 nighttables with the wrong date. It was rejected. Subsequently there was more damage in additional areas. Filed another claim. First rejected as Normal wear and tear then rejected as being in same area technician will not know where to repair. When questioned and told it was not same area, they were basically saying the whole nightable would be same area they responded with accumulation of damages is not covered. They claim to return calls when they dont.Claim#********

  

  Business response

  06/12/2024

  The Guardsman protection plan is for single incidents of accidental damage.  On the original claim there was no accident reported and the claim was not accepted for reporting timeframe as outlined in the protection plan.  There are now new damages along with the old damages.  This is an accumulation of damages which is not covered under the protection plan.  We are unable to service this request.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a protection plan from guardsman and they are refusing to repair the damages to my furniture

  

  Business response

  06/05/2024

  The sales receipt that was sent in shows the Guardsman plan was declined. As we have advised in several phone conversations if you did purchase a protection plan  we would need the s/r for the purchase of the plan. We are unable to service this request without proof of purchase for the protection plan.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage occurred to the couch. We filed a claim on 12/16/23. Our claim was denied because they said I did not provide them proof of receipt of the product.

  

  Business response

  06/05/2024

  Our records do not show a denied claim.  We have claim that was submitted 12/16/2023 for which we requested a copy of the sales receipt.  Our records do show that we received the sales receipt, however the agent did not complete the claim.  We do apologize for the delay this has caused. Your claim has been processed and a technician will be in contact with you to schedule an appointment for the animal damage on the back of the sofa.  The decking material coming unstapled and the fabric failure on the decking and the seat cushion are not covered under the protection plan so we are unable to service that damage.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first contacted Guardsman in January 2024 about a mechanical problem with a chair purchased from Nebraska Furniture Mart. We filed a claim with guardsman online, uploaded pictures, explained the problem, answered questions, etc.The technician was supposed to be here on March 12th before 4:00pm and showed up at 8pm. He walked in, took a look at my chair for 1 minute, then said it needs a part and he will order it, they will track it, call us to schedule an appointment when arrives at our house, and then he will come back and install it. I had to take a half day off work to meet him here. We did not hear back for several weeks so we called and they said would order the part (the part was already supposed to be ordered when the technician was here). The part came on May 11th. We did not hear from anyone so we called them again. They scheduled someone to come on May 24th between 10-2:00pm. He did not show up. I had to take time off work again to meet him. We called Guardsman again to find out what was going on. They said to give him an hour then call back. The technician finally called us and let us know he would be here after 5pm. I told him we don't have time to wait since we've been waiting since 10. We have run out of patients and are done messing with it. There are other things that happened in between, but these are the main points.We want a refund for the chair at this point. They have shown that they are unable to repair the chair, and we have been without it for almost 6 months at this point. The chair is useless to us now. They really dropped the ball, and we are very disappointed by their horrible customer service. By reading the other complaints, this is an ongoing issue and they need to make it right.

  

  Business response

  05/29/2024

  We do apologize for the delays and the missed appointment.  Management is looking into the situation with the technician.  We are unable to refund the cost of the chair.  The parts were ordered and received and at this point our technician must be allowed to install the parts. We will forward your information to the appropriate department to reach out to the technician and have them contact you. As for Guardsman not contacting you when you received the parts, we have not way of knowing when a customer receives the parts.  Per the email on 4/24/2024 there was a phone number provided for you to contact us when you receive  the parts.  We show that you did call us on 5/10 to let us know you had them.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a claim recently to have a few of my outdoor couch cushions replaced due to animal puncture/damage from a wild animal. I received a notification on 5/23/24 stating my claim was denied. They stated the following: Outdoor Furniture-Other - Animal Damage - The damage you reported is animal damage, which is excluded from coverage under the section of your protection plan titled **************************** or Misuse." In some protection plans, this exclusion can be found in section 9.We encourage you to refer to your protection plan for complete information about coverage, exclusions, service procedures, and the length of coverage. If you feel this is an error, please reach out to us at **************. The warranty specifically states that any animal punctures etc are covered under the warranty. They are in breach of their own terms and conditions in their contract language. I would like a resolution to my claim ASAP.

  

  Business response

  05/29/2024

  All claims are processed according to plan terms and coverage.  The Gold Complete Plus with Area Rug plan does not cover outdoor furniture at all. If a separate plan was purchased for the outdoor furniture the outdoor furniture plans do not cover any animal damage.  The Gold Complete Plus with Area Rug Plan does cover a one time incident of pet damage on your indoor furniture but does not cover damage caused by wild animals. We are unable to service this request.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a claim over 2 months ago that they have not gotten back to us on. We need our couch fixed. They have not responded to emails and we have gotten disconnected multiple times on the phone.

  

  Business response

  05/29/2024

  We do apologize for the delay.  Our records show that we needed some information from the Manufacture which we received on 5/28. You should be contacted in the next few days with next steps.

  Customer response

  05/29/2024

   
  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.  Still waiting for appointment to be set up.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sofa recliners do not work. The motor is not working. I submitted a claim with Guardsman Protection on May 15- no response! I feel like they are ignoring me. I want my sofa fixed.

  

  Business response

  05/29/2024

  Our records show that your claim form has been received and we have spoken with you several times and also responded via email.  As was advised in those phone calls and email, claims are processed in the order received.  Due to an unusually high volume of claims there have been delays in processing. You will be contacted once the claim is processed.  We anticipate this will be processed in the next day or two. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2022, I purchased an L-Shaped desk with accompanying hutch. Due to a latent condition of the manufacturer's design, the weight of a glass door cabinet the run of the hutch began to warp. A part of my purchase was a Guardsman 5-Year Elite Furniture Protection Plan.On December 7th December 2023, I filed a claim due to the warping. I never received a response within the 30 day window and then shipped out due to my working overseas. The only form I received from them was a downloaded PDF with my claim on it but no further instructions or confirmation that it was actually received. I also believe I did submit their requested documentation with the initial claim because I had the receipt saved to my home computer desktop. When I returned home, I called Guardsman and they provided me with an email to submit additional documentation. I then sent it (again). A couple days later, they rejected my claim. On May 13th, I called Guardsman as per their email instructions and wished to dispute the claim or at least speak to someone with authority to see if there was any avenue for resolution. All requests were unceremoniously rejected. The whole interaction felt predatory, as though they deliberately obscured aspects of the claim process in order to avoid fulfilling their policy. Ideally, a refund for the cash equivalent of the hutch would suit me. At the very least, a refund of the purchased policy if I am completely unable to use it.

  

  Business response

  05/15/2024

  An email was sent to *********************** on 1/3/2024 at 2:11pm advising that a sales receipt was needed to complete the claim. We did not receive the claim form in our office until 5/6/2024. The terms of the protection plan state that we must receive the sales receipt and any other required documents within ******************************************* damage.  In addition, warping is not covered under the protection plan.  We are unable to service this request.

  

  Business response

  05/15/2024

  The terms of the protection plan do not provide for a refund.

  Customer response

  05/16/2024

   
  Complaint: 21705936
  
  I am rejecting this response. If no refund is provided by the terms, I would prefer a reconsideration of my initial claim. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/24/2024

  The claim has been reviewed multiple times.  The original outcome has been upheld.  We are unable to service this request.

*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. ↩