Guardsman
reviews and complaints

Filed a claim on 11/15/22 and have not been serviced. On day I submitted claim, I was informed that claim was submitted timely. I called and was informed I had submitted claim timely and should expect someone to come take a look at my couches soon but do to COVID they were experiencing delays in servicing their customers. Called again weeks later and once again was told that my claim was submitted timely and was informed the same issue - just brief holds during COVID but that someone would contact me. It's been almost a year and no service. Now it's hard to reach anyone and nobody answers the phone and finally after 1.5 hours of being on hold... I'm told I didn't submit claim timely and there's nothing I can do to re-submit claim even though they've already collected on my $ and know about my couches needing servicing. also, when submitting claim, they don't send you a confirmation e-mail that you've submitted it. I even submitted a complaint to them thru their channels electronically and same thing... no confirmation that they've received your complaint. this is their way of you not having an record that you've submitted a complaint or a claim for that matter.

We need a civil action lawsuit as this tells me I'm not the ONLY one experiencing this issue and they've been taking advantage of consumers for a very very long time.

Please advise!

I have filed 2 separate claims with this company. Both times they denied my claim. They will find a loop hole in no mater what your claim is. My plan says it covered urine. Well evidently not the oder just the stain I would like to know in what world urine has no oder. Never buy a service plan from this company. They are just a scam to get our money. With no intentions of ever following throuh.

I bought it from my sofa set from fair deal furniture and I complained 2 times in this year. But both times they denied. It’s Leather peeling and wrinkles. Guardsman is dishonest company. I feel this twice. Whatever we ask about damage. All the things not covered. They always denied then why they r providing 5 years warranty to customer. It’s really bad service. Even if we call to customer service then they mad on us.

We had a furniture repair on the 8th august. We were away but son was at home . We had a cushion and footstool repaired with new cloth. The colour match was really shocking. The engineer said to our son that it would blend in, not in a million years is this going to blend in. I think it's a different colour. Please contact me on [protected]., Or email on mark.[protected]@mail.com.this way I can send photos. I've contacted DFS and told them how upset we are. My address is 8 Chiltern drive walshaw bl8 1qy.

I purchased a beautiful sectional from Havertys' and I love the sofa. The Haverty's sales person pushed the Guardsman warranty and assured me that this warranty would cover any issues I had. I purchased the plan for $549.99 After having the sofa for only 10 days, we had a red wine spill. I filed a claim immediately with Guardsman and they send me a "cleaning kit" which I'm sure was $20. I did not wait for the kit, after learning that my "Gold Plan" didn't cover professional cleaning as promised, I hired a professional cleaning service to get the wine out. I had it professionally cleaned for a couple hundred dollars and it was done before the kit arrived.

The warranty was 10% of my purchase and I feel that Haverty's should be ashamed to be associated with Guardsman. It's left a negative feeling towards Haverty's and Guardsman.

I called in and reported the claim on the date that I noticed the damage, 5/6/22, and completed the paperwork that same day. The paperwork was then mailed on that following Monday, 5/9/22. I made several telephone calls in early June, to confirm the status of my forms, but due to long wait times, them being closed due to short staffing, and being disconnected a couple times as well, I was not able to speak with anyone. I even sent an email on 6/16/22. It was either on that day or shortly after that I was finally able to speak with a Representative.

At that time, I was advised that my paperwork and photos had not been received and to resend them. I expressed concern over the timeframe at that time, and was advised to file the claim online. I did attempt to file online the first time, but their system was glitching, which is why I opted to mail it in the first place. I advised their Representative of this, and he/she walked me through the process of filing it online, and ensured me that the timeframe would not be an issue. I did not have immediate access to the photos that I took, but the Representative I spoke with advised they were not required.

Guardsman has since denied the claim, due to the fact that they are claiming they did not receive the paperwork in the timeframe they require. This was not my fault, because I know I sent it!

The chipping started in April 22 but started getting worse the week we sent in there request for repair. They declined the claim stating that since the damage was done in April, too much time had passed for them to cover it. I explained it started then and was not so bad until the time we did the claim. I Asked for a managers POC info and was told "there is no managers". I lost my cool but the lazy at home worker kept pret3ending she had no manager.

Hi i complain in February 2022 that i have some stains on my chairs.person came and he just treated one chair, i showed him same sort of stains on other chairs, he told me i have to log different claims for all the chairs, which i font understand he was there and can do the job but he refused and went.i done my job than they replied they cant deal with it as its not happened in one occasion. Which was not true.so i complain and they said they accepted my complain and they will treat my chairs. After 4 months of chasing they replied same thing. Im really really upset 😡 😕 😔 😞. But i wont give up they have to do it

I purchased my furniture from Overstock.com Order Number [protected] (purchased on May 21,2021) and [protected] (purchased on June 19,2021). I reached out to the warranty company to file a claim. You emailed me a said to mail in the claim form. After several weeks of not hearing back from your company I called in to check the status. You guys stated that you never received the claim document but because you we're having problems with the mail system that you would allow be to send it in by email and gave me the email address to submit the claim. I submitted the claim and received this response from your company on June 7,2022

In viewing our records, I am showing you were provided our email address to email your completed claim form and a copy of your sales receipt showing the purchase of your furniture/plan. I am not showing your completed claim form or sales receipt received. We do need to receive a completed claim form and sales receipt to process your claim. If you have any additional questions, please contact the Guardsman Service Center at [protected] Monday through Friday from 8:30am-6:00pm Eastern time for assistance.

Regards,

Guardsman Team

I submitted the documentation and on June the 9, 2022 your company replied with the following response:

[protected]@amyntagroup.com

Thu, Jun 9, 9:05 AM (7 days ago)

to me

Guardsman

This message is sent from an email address that does not accept replies.

Do NOT reply to this message.

Claim Number: [protected]

Dear Latadra Mosley,

The claim you submitted has not been considered for service because the required documents were not returned within the period required by your protection plan. Your protection plan requires you to return the claim form and required documents within (30) thirty days of reporting your claim as set forth in the section of your protection plan titled "How to File A Claim." In some protection plans, this information can be found in section 2.

Sincerely,

Guardsman Customer Service Center

[protected]

This is bad business especially during a pandemic when the world is having all sorts of delays with everything including baby formula.

Your company allowed me to email the claim fully-knowing that the 30 days has past for the manual claim form. Your company gave me the email to then submit it electronically, asked for supporting documents after submitting it electronically and then2 days later respond saying that I missed the deadline.

I really need for your company to reconsider this matter on my behalf.. I will also escalate this to my VA Representative and my State Representative Dan K. Williams, 74th District, Chester County PA if necessary.

I can be reached at 484.529.7830 and my email address is:

[protected]@gmail.com

I filed a claim with Guardsman and after waiting many weeks and did not hear from them. I called and was told that they would not repair due to what they consider normal wear and tear.

I purchased the above vanity for $1976.02 on July 22, 2020 from Overstock.com, order #

Order # [protected]. I also purchased a

Guardsman Furniture Professionals Elite 5-year Protection Plan on the same day. A few months ago the vanity which is made of wood started peeling by the doors and doors started chipping. I contacted overstock and they indicated to me to that I had purchased a warranty and for me to contact Guardsman. I promptly did so on 3/17/2022. I sent Gaurdsman all the necessary pictures of the defective vanity and paper work. I recieved a reply back from them on March 25th that all my claims were denied. Claim number: [protected]. I am very dissappointed in Guardsman and Overstock for handling this claim in a such a negligent manner.

Many Thanks

Fareed Ahmed

[protected]

I was informed this morning that after much run around with claims of "non received" my warranty claims for an expensive Human Touch massage chair... the "customer service" person & their "claims adjudication" person claimed that because my chair had originally begun to squeak in Summer of 2020... and I didn't file my claim until Fall of 2021... their fine print means they can deny my claim. I'm stunned that a company with such a sterling reputation as Human Touch LLC would allow themselves to be connected with a company who has no interest in honoring legitimate claims... because their fine print gives them the way out, they're looking for! Is this really what the world has come to? Deception through fine print? I just wanted to get my expensive massage chair repaired... even if it required some effort and / or expense on my part! The $7500.00 massage chair still works just fine... but if used for a deep tissue massage... it squeaks so loud... it's just not worth using!

I filed a claim in March 2021 regarding our leather sectional. I have been calling for months and emailing with only one return email at the beginning of December 2021. I have sat on hold for hours and hours at least once a week and nothing gets taken care of. They either never pick up or hang up when they go to research your claim. This is the worse company I have ever dealt with but I will not give up until my sectional is repaired.

I filed a complaint on line that my powered recliner stopped reclining. I received a response from Guardsman on 12/22/21. Waited until 1/17/22 for a tech to show up. The tech showed up and in 5 minutes diagnosed the problem as a bad switch. Of course he has no parts with him to fix the problem and they will have to order the part. I received an email on 1/18/22 stating that they will not even be able to review the claim for 30 to 45 days never mind ordering the part. So now it'll be a month and a half before someone will even look and see that I need to have a part ordered. Never mind that it might take another month or two to even get the part! I depend on this recliner for my health as I need to keep my feet elevated. The warranty was not cheap and my peace of mind that I have coverage has been shattered by the performance of this company. Maybe I should have bought a spare recliner in case the one I use breaks down. Of course they blame everything on Covid-19 now. That's getting old. Buyer beware.

I purchased a couch and loveseat with extended 5 year gold complete 30, 000 warranty in June of 2020. A little over a year I started have had several issues with my loveseat. I first reported the issues under the original warranty after several months and phone calls I was finally directed to contact guardsman. The issue first started with a small tear in one of my cushions on my loveseat. Then usb function came apart from my loveseat. I and the push button to recline back continues to get stuck. In filing my claim I sent in all docs and pics as requested to file my claim and was never once told that my usb port would is not covered under warranty. However due to an error with incorrect dates on my behalf my claim was denied. As I called and try to explain about the dates and how I entered wrong date the customer service rep that I spoke with Tracey was extremely rude and unprofessional. I asked if I could please speak with a supervisor or management and was quickly denied. I asked if I could speak with another rep and she stated that no one would be able to assist me. I spent $1, 600.73 for my couch and loveseat, and for the extended warranty 299.00 to be denied is absolutely ridiculous. I would never have paid for this extended warranty if I knew I would have this much trouble with my extended warranty. Brand new furniture a little over a year old and all these malfunction on my loveseat and Guardsman is not willing to help all because because of a simple date error and usb port that is now being stated to me that is not covered under warranty!. I as a customer should never have to go through these kind of issues especially when an extended warranty is paid for. I ask that you kindly replace or repair my loveseat.

Sincerely,
Alice Gonzalez
[protected]

I bought a couch with two recliners and after less then a year the recliner that I sit in looks like its 10 years old. The cloth upholstery in worn out. Guardsman would not cover this problem.

At two years of age I was sitting on my recliner and started to get up when I heard a loud noise. I looked under the recliner and found two bolts that had snapped off. The front of the recliner sages down making it look 20 years old. I called Ashely and they sent out a Tech. He told me that it would be fixed. After weeks of not hearing anything I called Ashley and they told me I had to call the warranty company, it was in their hands! OUT OF THEIR HANDS? I called the warranty co. and got the run around and a couple of weeks later got an email telling me that broken bolts are not covered under the 5 year extended warranty. Really? What a bunch of thieves.

It's hard to see where the bolts broke off underneath so there is no picture.

I bought the 10 year extended protection plan through Nebraska Furniture Mart on a adjustable bed foundation. After having it a few yrs now one side doesnt raise even with the other. So I called Guardsman to file a claim. They were pretty efficient at first and sent a repair man to look at it. One of the lift arms weld was broke causing the issue. He said he would send in his report and to wait to be contacted by Guardsman. 45 days later I get an email from them saying I have 3 options, 1 is a payout on the foundation and keep it, 2 is a replacement and give back the old one, option 3 was a replacement and we pay and can keep the old one. We went with option 2 to just get a replacement. Waited a couple weeks and contacted Ne. Furniture Mart and they said they had to kick the claim back because our model is no longer available. She said a lot of times Guardsman might just authorize a return of ours and we can use the money to buy a new one. Well now after 3 weeks of emails still now replies back. Ive called multiple times and the division I need to talk to I get transferred to never answer and im on hold for over an hour and no one ever answers. So frustrated with Guardsman, this is the worst company and feel they are 100% frauds.

Norbury villas location kingalarm patrol there day and night like guardsman 3 times hours way apart. why guardsman have to be so annoying with this 4 to 5 times day and night hours in a night then a visit there where they have a armed security there day and night that modern day slavery and pressuring and annoying for security working there and residents living there also

I bought this black leather chaise from Nebraska furniture mart on 04/04/18 which is a little more than 3 yrs old. Along with this chaise i bought the Guardsman 5 yr leather protection plan warranty to cover any leather damages which may occur.
Now a person buys warranty to cover the things in case some damages occur in the future.
However, very recently when i noticed leather ripped off from the chaise i called Guardsman on 09/07/2021 to file a claim. Explained them the whole thing, however, to my surprise, the representative after putting me on hold for a min said, that your claim is rejected because its normal wear and tear.

What a rip off. They are apparently running a scam here. Wont honor leather damage for a leather protection plan which is supposed to cover leather.

Its in no way a normal wear and tear since i have leather items old than this one with no problems.

I asked the rep to talk to his manager, he wont let me and finally when he did he told me that all the managers are on other issues (i am sure they have a lot of pissed off customers) and she should call in around 1pm. That was around 10am CST. Its been 5 days already and i have not received any call as yet.

Funny thing is that i also received an email saying
'we have "carefully" reviewed your claim and is not eligible'.
They were able to carefully review in a min.

Fraud company ripping off people.

I have filed two previous complaints with this company. I filed a third because when the technician came out and went to hook back up the piece the love seat recliner that's suppose to be connected to the corner piece has now started sinking and does not evenly line up with the rest of the sectional. When the tech tried to hook it up he had to stomp on a piece and I don't know if that got bent and is what's causing it or not. So I filed a new claim and it got denied. So I filed another claim thinking I claimed the wrong thing and that got denied also. So I called Guardsman today 8/24/21 at 1:20pm and got the rudest witch. I tried to explain my issue and she kept saying it was part of the other issues and I didn't report it till after 30 days. I said I don't know if it was part of the issue or not but this didn't start happening till I reported it and it's not the same issues that had previously been fixed. After arguing with her for 10 mins or so she put me on hold and said it would be reviewed and they would call with there decision and I know with her attitude it will be denied again because she couldn't get what I was saying. Very rude and just a nasty person.