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Complaint Details
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Initial Complaint
07/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a 5-year furniture repair contract from Guardsman Furniture for $349.00. in March 2018. On 5/28/2021 we reported a problem with a recliner covered by the repair contract. Guardsman Furniture had made no effort to repair the furniture despite numerous calls and e-mails. All we get is the verbal run-a-round from them. The repair claim is *********-********-********.
Business response
08/03/2021
Business Response /* (1000, 5, 2021/08/03) */ Our records indicate an email was sent on 6/8/2021 advising we needed additional information. We do not show receiving a response to the email. We do need the information requested in the email in order to complete processing. If you would like to provide the information verbally please contact the service center at ************ Mon-Tues and Thurs-Fri between 9:00am and 5:30pm EST Consumer Response /* (3000, 7, 2021/08/05) */ (The consumer indicated he/she *I* NOT accept the response from the business.) We have yet to receive a letter or telephone call from Guardsman Furniture. Our original complaint was on May 28th when I called the company. They sent email formal complaint form. On 6/2 we sent form complaint form back to company. We never received the email on 6/8 from the company. I called to find out what is going on. They said they needed to know more. I stated the electric recliner does not work. They transferred me to another department. They did not answer. I left a voice mail. Since then my husband, ****** has stated calling and he received the same treatment. If they need more information someone needs to be real clear on WHAT or send a person out to repair or replace. Please contact me at ************************************************** Business Response /* (4000, 9, 2021/08/11) */ As previously advised an email was sent on 6/8/2021 advising additional information is needed. We do not have a voice mail to leave a message so we are not sure where that voice mail would have been left. We will need this information before we can move forward. Please call the service center at 1-************ Mon-Tues and Thurs-Fri between the hours of 9:00am-5:30pm est. to provide the needed information.Initial Complaint
07/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a bedroom set (bed, dresser, nightstand) from ******************** and added the Gold Level Guardsman Warranty Plan. The nightstand is made of wood and has a wooden veneer top. I submitted a claim earlier this year because a small area of veneer on the top of the nightstand was checked/chipped off. My claim was denied because it was not from a specific instance, which was fine. A few months later I tossed my keys on my nightstand and a different location of the nightstand checked/chipped from the accidental impact. I summitted a second claim and received an email that checking/chipping was not covered under my plan. My plan specialty stated that it is, so I called in and was told it was denied because it was a second claim on checking/chipping and my first was denied. This is unacceptable- it is different location that chipped and a separate instance. Guardsman has not been helpful and is dishonest in their claims. I would like my nightstand warranty replacement processed.Business response
07/29/2021
Business Response /* (1000, 5, 2021/07/29) */ Our records show that we spoke with you on 7/27 and advised that the previous damage would need to repaired before we would be able to service any new damage to the top of the nightstand. The protection plan does not service for an accumulation of damages. If the old damage is still there and then there is new damage that would be considered and accumulation of damages. If the previous damage was repaired we would just need to see some type of invoice from the company the repaired the damage as well as a photo showing the entire top of the nightstand.
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Get a QuoteCustomer Complaints Summary
663 total complaints in the last 3 years.
279 complaints closed in the last 12 months.