Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
09/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Guardsman was supposed to replace my sofa pursuant to the insurance policy they sold me. They have wasted so much of my time. They sent a specialist out to my house who said Guardsman would replace the sofa. Then nothing happened. I spent literally hours on hold and was told they were calling********** to replace the sofa. Months went by without anything happening. I reached out to them via email and now they are giving me the run around saying they will only give me several hundred dollars less than it costs to replace the couch.
Business response
09/23/2021
Business Response /* (1000, 5, 2021/09/23) */ Our records indicate that we attempted to replace the sofa with the identical sofa and were advised by the Retailer that is was no longer available. We can only go by what we are advised by the Retailer and they have told us the identical item is no longer available. Per the terms of the plan we offered a settlement or store credit for the original purchase price of the sofa. Once we receive your decision as to whether you would like the settlement or the store credit we can complete the claim. Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sofa is still available. It just has a different SKU but it is the same sofa. Guardsman just doesn't want to pay to fully replace the sofa, which has increased a few hundred dollars in price. (This is unsurprising given that some time has passed.) Business Response /* (4000, 9, 2021/10/05) */ The protection plan allows for replacement of identical SKU. The change in the SKU number indicates that the manufacturer has change something. The only option available is store credit for the original price paid. Consumer Response /* (-5, 14, 2021/11/07) */ This is false. The insurance contract does not say anything about it needing to be the same SKU.Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim#******** filed a claim because leather fell off and the company will not fix it. Paid $100 to protect my chair and if the dog had chewed they would cover it. This company is a scam to give people. A false sense of security. Reached out to the company that recovered the chair and sold us the protection plan. They have quit doing business with guardian because they deny all claims.Business response
09/23/2021
Business Response /* (1000, 5, 2021/09/23) */ The clam form received states the leather if peeling, cracking, flaking off. This is also what the photos show. This damage is listed under the "What is not Covered" section of the protection plan. 7.5. Manufacturer Quality Issues. This Plan does not cover manufacturer's product quality issues, including but not limited to the following 7.5.4. Cracking and peeling of leather or vinyl and natural leather or manufactured vinyl markings such as, but not limited to, scars, insect bites, brand marks, and wrinkles. We are unable to service this request. Consumer Response /* (3000, 7, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) this is only happening on the head rest area. If it were a leather manufacturer issue it would happen all over the chair. Something has gotten on that part of the chair to cause this issue. maybe from my dog sitting in that area? It should be covered. Business Response /* (4000, 9, 2021/10/05) */ The protection plan does not cover cracking and peeling of leather regardless of what caused it. We are unable to service this request.Initial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 5 year coverage for my couch 3 years ago. I have a strain and it's would require a professional cleaning. They took weeks to provide me an email to send the invoice to process the claim then said that under section 7 I can't have the service. I paid $405 for a superior coverage. Never had the policy or an email from them and they were asking me to mail ***. I had to call 4 times to collect the email. I am now even mad with the furniture company who sold me this insuranceBusiness response
09/27/2021
The claim form received states the dirty/dingy/general soiling and that the couch is dirty all in and needs a complete cleaning. This is not something covered under the protection plan. This is listed under the "What is not Covered" section of the protection plan.
7.4. Wear-and-tear. This Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wearand-
tear, including but not limited to :
7.4.1. Loose joints, scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches
on leather.
7.4.2. Pilling, pulls, snags, or fraying of fabric or area rug.
7.4.3. The buildup of stains, soil, or damage that significantly accumulates gradually over time from repeated use rather than
from a specific occurrence. This includes, but is not limited to, stains from perspiration, hair oil, or body oil.
We are unable to service this requestBusiness response
09/27/2021
Business Response /* (1000, 7, 2021/09/27) */ The claim form received states the dirty/dingy/general soiling and that the couch is dirty all in and needs a complete cleaning. This is not something covered under the protection plan. This is listed under the "What is not Covered" section of the protection plan. 7.4. Wear-and-tear. This Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wearand- tear, including but not limited to : 7.4.1. Loose joints, scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches on leather. 7.4.2. Pilling, pulls, snags, or fraying of fabric or area rug. 7.4.3. The buildup of stains, soil, or damage that significantly accumulates gradually over time from repeated use rather than from a specific occurrence. This includes, but is not limited to, stains from perspiration, hair oil, or body oil. We are unable to service this request Consumer Response /* (3000, 9, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've sent a pic with the stain and was not a general endear and tear demand. I have never revived any policy document after purchasing and I paid 400 cad for no service at all. The company is trying everything to not perform their duties . People should be aware before buying anything from them. Business Response /* (4000, 11, 2021/10/05) */ The claim form received reports general soiling, normal wear and tear. The photos received support that there is general soling. We are unable to service this request.Customer response
09/28/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
I've sent a pic with the stain and was not a general endear and tear demand. I have never revived any policy document after purchasing and I paid 400 cad for no service at all. The company is trying everything to not perform their duties . People should be aware before buying anything from them.Business response
10/05/2021
The claim form received reports general soiling, normal wear and tear. The photos received support that there is general soling. We are unable to service this request.Customer response
07/06/2022
Complaint: 16714366
I am rejecting this response because: Hi team, Insurer concluded to replacement of my sofa bed on march 30th 2022 I have been reminding them regurarly. Claim # ******** 1. They said same couch not available and I sent a screen shot of the website with the item on sale 2. They said theyre issuing a credit at store for **** cad/ price at the time purchase . New price with sale is **** CAD. 3. The store shared the couch available by email at ****CAD ************* is telling that they are not available 4. The insurance is offering half the original price reimbursed to me directly with nothing I can buy at that price in any store. They have called me during my work after multiple attempts from my side. They give 30 to 45 days SLA for emails and never respond I would accept as a good will an initial price refund with taxes /15%. Meaning that I would cover for inflation to buy an alternative sofa bed. Thank you
Sincerely,
Ibtissem MesbahBusiness response
07/06/2022
From the BUSINESS:Sent 6/27/2022 7:44:40 AMOur records indicate the following email was sent to you in response to your email dated 6/11/2022. on 6/26/2022. There is nothing further that we can do for this claim.
EMAILED CONSUMER:
From: ************ Request Followup
Sent: Sunday, June 26, 2022 8:06 PM
To: Ibtissem Mesbah <*********************>
Subject: RE: Guardsman Service Request #******** / **********************
You misread the contract. The plan states that Guardsman will provide a reselection (store credit) for the amount you originally paid for the furniture. That is not an option in this case, and that is per the store you purchased from, not a decision that Guardsman made. The store does not have inventory and has no idea when they will get inventory. This is outside of Guardsman's control. We offered you a settlement to keep the sofa as is, which is what you accepted. The only refund Guardsman provides is a refund of the protection plan, which happens when the store of purchase closes, changes ownership, or stops selling protection plans.
Thank you,
GuardsmanCustomer response
07/06/2022
Complaint: 16714366
I am rejecting this response because:From the CONSUMER:Sent 6/28/2022 6:41:04 PM
Complaint: 17449969
I am rejecting this response because:1. the agent has offered half of the **** *** not the original insurance amount. I am surprised by this new option that never came accross
2. I shared with agent that the sofa cant be kept as its broken and stained and not fixable as per your technician reports.
3. I have rejected the *** **** cause I have prof that the store has stocks that they shared by email and you have already approved a credit note for *** **** that I demand if no replacement provided
4. the communications are by phone so I cant take track. We never came to the settlement you are stating now.
5. I am extremely disappointed by the false information and the timelines to process with your own conclusion.
Sincerely,
Ibtissem MesbahInitial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased protection plan from ******** on 09/21/19 for $249.99 to protect our 2 new sofas. Filed service through Guardsman on 7/19/21 for my couch making noise due to spring issue on the back cushion. They sent out a company to assess the issue and the service man said it was springs rusting inside of the couch. It took until 9/7/31 to get a response finally from customer service to deny my claim saying it was not covered due to normal "wear and tear". Very upset they refuse to do anything and it is NOT NORMAL wear and tear for my couch springs to rust after 2 years and they refuse to do anything about it. The issue is a defective product not normal wear and tear.Business response
09/15/2021
Business Response /* (1000, 5, 2021/09/15) */ The Guardsman protection plan does not cover springs that are rusting/manufacture defects or noise. We are unable to service this request.Initial Complaint
09/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I first submitted a claim on February 2nd, 2021. I received confirmation of the claim on February 23rd, 2021. In March a technician was sent to my home to inspect the furniture and the broken mechanism. After several calls, I received this notice; We have received the technician's information and have sent the part order paperwork to your retailer. Part orders can normally take 4-8 weeks to receive. Once you receive the part(s) please give us a call at ************ so that we can install the parts. Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer. I have placed several calls, Guardsmans promises to check with the retailer for parts and return my call, however they never do so. Calls placed to the retailer direct me to Guardsman. I have been sitting on a broken sofa since January 2021 and need some help.Business response
09/15/2021
Business Response /* (1000, 5, 2021/09/15) */ Our records show that a purchase order was sent to the Retailer to order the parts on 4/28. We also show that we spoke with you on 7/29 and sent an email to the Retailer on that day and asked for an estimated time for delivery on the part order. We do not show receiving a response at this time. We will try to contact them again, however, we have no control over how long parts take to get from the manufacturer.Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Service Request Number: ******** Dear ******* ********, We have reviewed the service request referred to above. To ensure accurate processing, please respond to this email with answers to the following questions and/or any requested documents. Facing your Sofa-Duo Recliner, where is the leather wearing (E.g., left seat cushion, right back cushion, drawer, etc.)? If you have any questions or would prefer to give your answers verbally, call ************** Monday-Tuesday and Thursday-Friday between the hours of 9:00-5:30 Eastern Time. Be sure to respond via either email or phone within 10 days, or your claim will be closed and ineligible for processing. Thank you for choosing Guardsman. Sincerely, Guardsman Service CenterBusiness response
09/14/2021
Business Response /* (1000, 7, 2021/09/14) */ Our records show that the following email was sent on 9/8 advising the parts have been ordered. Once you receive the parts you will need to contact us and we will send the technician back out to install them. ello, We have received the technician's information and reviewed it. We have sent the part order paperwork to your retailer to order the right facing switch and motor for the sofa. Please note that the store and manufacturer have been affected by the Covid pandemic so there may be a delay in receiving the parts. Part orders can normally take 4-8 weeks to receive, however; with the added delay, the parts can take a little longer especially if coming from overseas. The protection plan offers service up to a one-time replacement, so the new switch and motor will not be eligible for service for future claims. Any questions regarding the status of the part after the purchase order has been sent should be directed to your retailer. Once you receive the part(s) please give us a call at ************** for installation. At the time of installation, the technician will repair the damage to the seat of the sofa. Thank you, Lisa Account Manager Guardsman US LLC ******************************************* Consumer Response /* (3000, 9, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician reviewed and almost 2 months back but he did not order the Parts and when i called they ignored and not responded properly. After you contacted them, then they started reviewing this work order and telling that they ordered the parts. Business Response /* (4000, 11, 2021/09/23) */ Your claim was reviewed and parts ordered on 9/8. We do apologize for the delay but as with many businesses we are working with reduced staff and are reviewing claims as quickly as we can. The parts have been ordered. Once you receive the parts Once you receive the part(s) please give us a call at ************** for installation. At the time of installation, the technician will repair the damage to the seat of the sofa.Initial Complaint
09/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I schedule a date for a tech to come to my house for my couch warranty for Sept 1, 2021. In order for me to be at home I had to take my day off of work (no paid) to be present for this appointment. On that day at 12:20pm ******* the technician called apparently that he couldn't get through the gate and I told him that security was the one who needed to let him in. He said that I had to reschedule then and I told him give me a few min to get on my car and see if I get him. I went to the security gate and saw no one also spoke to the security guard and said no one for my address was registered which he lied when he said he gave his licensed. I called customer service and spoke with Tony who did NOTHING! On Sept 2 at 9:30 am I called to rescheduled and with my upsetting and frustration of a none paid day Tony got at it with me instead of managing the customer. The conversation ended on him hanging up and telling me "im cancelling the damn service". I need someone to be willing to help.Business response
09/16/2021
Business Response /* (1000, 5, 2021/09/16) */ We were advised by the Retailer that replacement parts were not available for the sofa and the sofa would need to be replaced. Our records indicate that we sent an email to you yesterday with this information. Any questions regarding the replacement would need to be directed to the Retailer. Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I already spoke to Sheila and got a response from her. This claim was made before it was resolve but I got a few ladies who were able to help and address the situation.Initial Complaint
08/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased a ******* Edition sofa and its frame was under warranty. I filled out the request back in early June 2021, with ******* Edition to get the frame fixed, I received email from **************************. I started dealing with them. They send a technician to fix the couch, but the fix was done very unprofessionally and without analysis as it uneven after the fix. It lasted one day and it broke again. I called them again several times and asked that a different person/company needs to be send, they still send the same person, this time he visually looked at it and said either more time is needed or someone else need to fix it and he left without fixing. This is back in July 2021. I have been calling ******* **** *********** ever since and they are giving me run arounds for a month now. I have been very patient till today , but today I asked **** that please get this fixed or I will file a BBB complaint she hung up on me. Work order # ********* & *********.Business response
09/10/2021
Business Response /* (1000, 5, 2021/09/10) */ We are not finding a Guardsman protection plan for this customer. Please provide a Guardsman service agreement number or claim number.
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Get a QuoteCustomer Complaints Summary
659 total complaints in the last 3 years.
256 complaints closed in the last 12 months.