ComplaintsforGuardsman

Extended Warranty Contract Service Companies

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Customer Complaint:

Before filing a complaint through the BBB, Guardsman encourages consumers to contact Sonya, Guardsman's designated resolution specialist. She can be reached at 877-525-7767 and will personally handle your inquiry. Thank you.

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Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Guardsman customer service is by far the worst I have encountered. They make it almost impossible to file a claim and get it processed at an appropriate time. It takes weeks upon weeks for a claim to get processed and the requirements are absurd. I asked to speak to a supervisor multiple times and nobody ever gets back to me. I have to wait over 10 minutes on hold to get to a customer service person with 0 interest in my claim. It took over a month for my claim to get processed and it was denied because of the dates I put that were unable to be changed. I did not know exact dates of my incidents and I put a date on there and my claim got denied even though the damage reason (pet) is supposed to be covered. Once you file a claim you cannot change or edit anything and you can only file a claim once. Nobody has gotten back to me and I have left multiple messages. I spent far too much money on this furniture and guardsman does not want to help me knowing they are a furniture protection plan company. This company has no empathy or any decent customer service.
Business response
05/15/2024
We do apologize for the delay in processing the claim. Our records show the claim was submitted on 4/15/2024 and on 5/1/2024 at 2:57pm an email was sent to ************************** requesting some additional information. We show that we spoke with you on 5/9/2024 and gathered the additional information and advised that photos were needed. We dos how that the photos were received on 5/3/2024. Guardsman was contacted on 4/15/2024 and on the claim forms it was reported that the damages occurred on 1/3/2024 and 2/1/2024. The terms of the protection plan state that any stains or damages must be reported to Guardsman within ***************************** damages occur. This timeframe was exceeded. In addition, moving damage is not covered under the protection plan. Our records show we have received one voicemail form you which was returned on 5/14/2024 at which time a voice mail was left advising that the denial has been upheld. We are unable to service this request. Any stains or damages currently on this furniture will need to be repaired before additional damage would be serviced.
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased insurance for protection of outdoor furniture. Told the furniture I purchased is not covered under the plan that wad sold to me.refusing to cover they owe me new products if they cant fix of the total amount $1,468.48.
Business response
05/15/2024
The protection plan has a specific list of accidental damages that are covered. Breakage of wicker/rattan is not covered under the plan. We are unable to service this request.
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
see attachment
Business response
05/15/2024
I am not finding any attachments for this. Our records show that the email below was sent to the customer on 5/10/2024.

From: ************ Request Followup
Sent: Friday, May 10, 2024 3:29 PM
To: ********************
Subject: Guardsman claim ******** / Haverty's

Hello,
We received your letter and reviewed your claim for a second time. The denial of your claim has been overturned - we apologize for the error in processing. We have sent the part order paperwork to your retailer to order the back panels for the right facing recliner unit of the sectional. ********* will send you updates on the part as they become available. The protection plan offers service up to a one-time replacement, so the new part(s) will not be eligible for service for future claims. The part(s) will be shipped to your home, and once you receive the part(s) please give us a call at ************** for installation.
Thank you,
Resolution Account **************************************************** Company
****************************************************************************************************; 49512
Ph: ************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to express my dissatisfaction and concern regarding the services provided by Guardsman, which were highly recommended by ******* Furniture at the time of my purchase. Unfortunately, my experience has not lived up to the assurances given, nor the standards I anticipated.I was assured that Guardsman was a reliable company that would offer comprehensive coverage and support for my furniture. However, I have found that despite my adherence to the terms of service my requests for service and claims have not been adequately addressed. In fact they were denied even though they fell within coverage. Then one claim was accepted, they sent someone out, then later denied the request even though the tech said it was a coverable claim. Specifically, I have encountered delayed response times, denied claims without proper justification, and poor customer service interactions. These issues have not only caused inconvenience but also led to additional expenses, which I had hoped to avoid by choosing a reputable service provider. It is distressing that my investment in what was portrayed as a protective measure for my furniture has resulted in financial loss rather than security. The failure to deliver the promised services, despite the extra payment for a warranty, appears dishonest and is unacceptable.Requested Resolution:I kindly request a full review of my case and a detailed explanation of the discrepancies in service delivery. Additionally, I seek an equitable resolution which could include a refund payed for the service and replacement of the item that is damaged. I believe this would address the grievances.
Business response
05/15/2024
Our records show that we have had 4 claims for finish issue on the nightstand. the first claim from 8/13/2022 was denied for fading and reporting timeframe. The protection plan does not cover fading and the terms of the protection plan state that any stains or damage to the furniture must be reported to Guardsman within *********************** damage occurring. Guardsman was contacted on 8/13/2022 and on the claim form it was reported that the damage occurred 1/3/2022, which exceeds the 30 days as outline in the protection plan. On 10/19/2022 we were contacted and it was reported that there were scratches on the nightstand. The claim form reported scraps from normal wear and tear and on the claim form it was reported that this occurred on 8/1/2022, which again exceeds the 30 days as outlined in the plan. on 3/28/2023 we received a claim for finish discoloring caused by not having a good finish, not strong. That is not a covered damage under the protection plan. For the most recent claim it was reported that the finish was peeling from a glass being set on the nightstand. We sent a technician out to look at the nightstand and his report and photos show that this damage was not caused by a one-time incident but from use over time. The protection plan does not provide service for damages that have accumulated over time. We are unable to service this request. The terms of the protection plan do allow for a pro-rated refund for the cost of the plan, however, we would need the itemized sales receipt to determine the amount of the refund. This can be emailed to ***************************************************************. Please reference your claim number in the email.

Customer response
05/16/2024

Complaint: 21683226

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased furniture 4 years ago with the extended warranty from Guardsman to cover basic repairs and cleaning, like any other furniture warranty. I contacted this company back in April of this year to have the broken springs replaced and a cleaning. Items which are covered in this "Elite" plan I purchased. After not hearing from them, I contacted customer service to find out the status and was told my claim was DENIED. For what? The rep said that because I submitted a claim 2 years ago that I did not complete, this claim is denied. I have no idea what or how that makes any sense. What does one claim have to do with the other? This furniture still has broken springs and needs to be cleaned. The rep also informed me that I need to submit a hand-written letter to them "explaining" why I need this claim to be approved like I'm asking for permission for insurance that I purchased to be honored. Who does that?? And like the other nearly 700 complaints filed against these people, I would like very much for one of 2 things to be done to rectify this matter: repair the couch as requested on the claim OR refund the money I spent buying this useless insurance policy. Claim #********
Business response
05/15/2024
Guardsman was contacted on 3/24/2021 and it was reported damage on 2 sofas and an ottoman, frames broken and cleaning needed. That claim form was never returned to Guardsman. The terms of the protection plan state the any time you report stains or damage the claim form must be returned to Guardsman within 30 days of when you first contacted us. For the damages reported on 3/14/2024 the claim form reports these damages and general soiling occurred on 5/12/2023 and 4/4/2023. The terms of the protection plan also state that any stains or damage to the furniture must be reported to Guardsman within ********************************************* addition, the protection plan does not cover overall cleanings or general soiling. We are unable to service this request. The protection plan does provide for a pro-rated refund less a cancellation fee of 10% or $25.00 whichever is less. We would need a copy of the itemized sales receipt to determine what the refund amount would be. The sales receipt can be emailed to ***************************************************************. Please include your claim number in the subject line.
Initial Complaint
05/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased furniture from Furniture King in ********** Il on 10/29/2022.I purchased a 5-year warranty for ****** for a five years. I furniture is tearing in several places. The frame on both pieces' creaks every time you sit down. I made a claim on 04/01/2024 on both pieces of furniture. They have 30 days to respond. They contacted me about the middle of April and wanted a copy of the receipt where I purchased policy I sent it .Have not heard a word from them.
Business response
05/13/2024
We do apologize but we do not have record of receiving the sales receipt. We will use what you included with your complaint to complete processing the claim. You will receive an email notification within 24 hours with an update on the claim.
Initial Complaint
05/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased the warranty with my sofa and they are denying my claim even though it should be covered. They are stating this is a manufacture defect when I clearly stated my son said he did this. I want my sofa cushions repaired as per the warranty coverage.
Business response
05/13/2024
Our records show that we have sent a work order to a technician for the puncture on the sofa. The fabric fraying/snags/pulls are not covered under the protection plan regardless of what caused it. The technician should be in contact with you in the next few days to schedule an appointment for the covered damage.
Initial Complaint
05/03/2024
Complaint Type:
Delivery Issues
Status:
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.
The last interaction I had with Guardsman was in August of last year. At that time, they informed me that they had received the technician's report from my appointment and had reviewed it. They indicated that they were going to order the attached bench style seat casing for the right arm facing sofa unit of the sectional. However, despite their assurance that the order could take 8 to 12 weeks to receive and would be shipped to my home, I haven't received any further communication from them since then. Despite my attempts to reach out through emails and phone calls, I haven't received any replies. Given the urgency of the situation, I urgently need Guardsman to replace the couch as soon as possible.
Business response
05/13/2024
We do apologize for the delay. We have found that our contact person with the Retailer no longer works there and we were not updated with the information for the new contact person. We have been in contact with the Retailer and with the retailers sales rep so that we can get this completed.
Customer response
05/17/2024

Complaint: 21663444

I am rejecting this response because:
I received an email from Guardsman Business Liaison, I asked for an update 4 days but haven't heard back. It's been like that for months.

Sincerely,

***************************
Business response
06/20/2024
Our records show that the liaison emailed you on 5/29, 6/6 and 6/12.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We bought a warrantee that when purchased I was told it would cover pretty much anything that happened to the couch. My dog has ripped out many of the fake threads in the couch. I submitted a claim. After weeks of hearing nothing from them we called and received letter to no information. Then we called again and they send someone out to look at it and he said that it was no small fix and he couldn't repair it. He also took more pictures that I would assume he summitted to the company. Back to no more information for weeks and weeks call again and they say its moving but the next day get a response saying its normal wear and tear we wont cover it. If that were the case why was someone sent out to look at it and or to try to repair it? Only after the repair guy saying it needs a lot of work do I get a "it wont be covered" as I see it the company was going to cover it from the start as that's why they hired someone to come out and look at it, but once it was noted that its not a simple fix they have decided to deny the claim? Something here is very off almost seems like a scam.
Business response
04/29/2024
Our records s how that based on the claim forms and photos that were received we should not have sent a technician out for this damage. The protection plan allows for service from a one-time incident of pet damage. Based on the information provided on the claim forms and the photos this damage was not caused by a one-time incident, there is an accumulation of damages. We are unable to service this request.
Customer response
05/08/2024
How do you assume that it was over time. My dog has some anxiety issues when no one is home and if someone knocks on the door or comes in the yard he get a little out of control and will start running around in circles. Just so happened that he decided to run circles jumping on and off the couch multiple time when his claws catch the fake threads and rip them all out all over the couch. Also you had the same picture from day one and you did send someone out so someone at your company thought it should have been covered. The fact that you send us though the ringer to send pictured many time and do this and that for you just so you could say no, once you realized that it was not a small simple fix. Seems pretty scamish to me. Also when all of this was explained to us it was said that everything would be covered if that is not the case you need to stop having companies sell your lies. As I see you have done the same thing to many other people by looking at your reviews (wish I had looked before wasting my money). I just don't understand you were willing to fix it when you though it was a small issue but once you realized it was a big one you refuse the warrantee.
Customer response
05/08/2024

Complaint: 21630840

I am rejecting this response because:
How do you assume that it was over time. My dog has some anxiety issues when no one is home and if someone knocks on the door or comes in the yard he get a little out of control and will start running around in circles. Just so happened that he decided to run circles jumping on and off the couch multiple time when his claws catch the fake threads and rip them all out all over the couch. Also you had the same picture from day one and you did send someone out so someone at your company thought it should have been covered. The fact that you send us though the ringer to send pictured many time and do this and that for you just so you could say no, once you realized that it was not a small simple fix. Seems pretty scamish to me. Also when all of this was explained to us it was said that everything would be covered if that is not the case you need to stop having companies sell your lies. As I see you have done the same thing to many other people by looking at your reviews (wish I had looked before wasting my money). I just don't understand you were willing to fix it when you though it was a small issue but once you realized it was a big one you refuse the warrantee.

Sincerely,

***************************
Business response
06/20/2024
As previously advised, a technician should not have been sent. The photos do not support a one-time incident. The protection plans are not all inclusive and have a specific list of what is covered. We are unable to service this request.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased this furniture from a local retailer and paid over $1000 for an extended warranty from Guardsman. In November 2023 I filed my first claim that the leather is showing excessive wear from the pets jumping on the top pf the couch. The cushion is also sagging pretty bad. I heard nothing from Guardsman. 30 days later in December 2023, I filed my second claim for the same thing. This time they contacted me and schedule a technician to visit my home in January 2024. The technician came in and took all kinds of pictures. He assured me this should have any problems getting approved. After he left I only got emails stating a switch would be replaced and they ordered the parts. March 2024 I called the company looking for a status on the leather damage. I was told they didn't have this on my claim anymore. I submitted my third claims for the leather damage. It's now the end of April and I have heard nothing from Guardsman. It is really ashamed company's like this can take money for a service and never provide results from their side. Now I have a sectional couch that we paid around $8000 for and I am going to have to replace the damaged section with a new one and hope the colors match. At this point I would be happy to have the cost of the warranty refunded.
Business response
05/07/2024
We do apologize for the delay. Our records show we were waiting for additional information from the technician. We do show that an email was sent to you on 5/6/2024 offering some different options for the sectional. once we receive a response with what you would like to do we can complete the claim.

Customer response
05/09/2024

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,

***********************

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