Complaints

This profile includes complaints for Guardian Protection Products, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Protection Products, Inc

  9900 Corporate Campus Dr Ste 2050 Louisville, KY 40223-5012

  
• 

  Guardian Protection Products, Inc

  1400 Main St Unit 132 Clarksville, IN 47129-3110

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardian will not cover my damage to my sofa I sent photos to show were the damage is .they didn't send anyone to exam the damage guardian took up pond themselves to deny the claim they except money but in return nothing happens.

  

  Business Response

  Date: 03/25/2025

  Guardian Protection Products has researched the complaint filed by ******* ***********. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 03/26/2025

  
  
  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,
  
  
  
  ******* ***********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 04/01/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Complaint ********* was never resolve so please reach out  to guardian protection products again to see what their response was 

  Sincerely,
  
  
  
  ******* ***********

  

  Business Response

  Date: 04/17/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear that the damages you have experienced were found to be ineligible for coverage based upon the Protection Plan that you purchased but look forward to working with you to resolve any future damages your furniture may experience that do meet the requirements of your plan. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from the *** **** ***** and was sold the warranty stating that it covered everything that could happen to the couch. Within 3 months our couch ripped under the cushion and I reached out for it to be fixed. *** **** ***** never put me through to guardian and fixed it themselves. It happened AGAIN in the same amount of time and I reached out to guardian again this time getting them and they had me send in pictures and took my claim. I received an email from them stating that nothing that happened to the couch was covered.

  

  Business Response

  Date: 03/25/2025

  Guardian Protection Products has researched the complaint filed by ****** * ****** We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a piece of furniture (bunk bed) with a goof protection plan from Guardian Protection Products to give me peace of mind in the event something happened to the furniture. It was advertised as a protection plan to cover any accidents or events that should cause the furniture to malfunction. The protection plan is supposed to cover the item for 5 years; however when I contacted Guardian to let them know that I noticed the bunk bed to be wobbly rendering it unsafe for my children to use; they denied my claim contending that the damage to my furniture is not covered. I appealed to them; however it appears their protection plans are a complete scam. As required by my protection plan, I reported the damage right away and did not attempt to repair it myself. It is extremely disappointing to pay extra money to a company upfront that is supposed to protect you when furniture fails; however this company is downright dishonest. My furniture is still under warranty and should still be covered by the protection plan that I paid for. I am seeking that they either repair my furniture or replace it as promised in their policy.

  

  Business Response

  Date: 04/09/2025

  Guardian Protection Products has researched the complaint filed by **** ******. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchaced a furniture warranty that cleary covers pet stains for a dark gray sofa. Claim declined and refused service due to not being able to see the claim. First there is no requirement in the *** any requirement to see the stain. Second the service person clearly admitted there was a pet stain. Third the contract was advertised at store (***** ** **) that pet unrination is covered.

  

  Business Response

  Date: 03/25/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear of the frustrations you have encountered during the claims process, as we always strive for a quick and stress-free experience. Please monitor your previously selected preferred communication method for upcoming contact from a Guardian representative. 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this plan when I bought furniture in April of 2021 it’s a 5 years warranty plan for furniture damage. Thinking I’m secured if anything ever went wrong. I had family over during the holidays December when my furniture was accidentally damaged. They have workers there they don’t even understand what you’re saying and put what they want to put on your claim instead of confirming what are you saying. Not only the first time i put the claim in they had the wrong items in there so i had to resend everything over. They had a tech come out March 1st now the tech only came looking at my couches told me my motor was broken. Also my recliners on both crouches are broken. They didn’t even try to attempt look at the other items that was on that claim saying that weren’t on the claim when they were. Then today i get an email from them saying nothing covered cause it was normal wear and tear how is broken wood and bed frames normal wear and tear. Then i told them on the initial phone call it was accidental damage like cause now breaks someone things on purpose and the furniture is 3 years old. I spent over 10,000$ on this furniture and bought this warranty to get a peace of mind just in case things like this happened. I feel like I’ve been ripped off. I’m not satisfied with the service. I feel scammed. This is not acceptable something needs to be done. I will go to the media whatever i need to do it’s already hard out here for people to get nice things. I keep getting errors when trying to upload my pictures and receipts. But i have them on hand as well.

  

  Business Response

  Date: 03/25/2025

  Guardian Protection Products has researched the complaint filed by **** ******** *******. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 03/26/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i will wait to see why the solution will be, because I’m still not satisfied.

  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 03/27/2025

  We would like to thank you for taking the time to voice your experience with Guardian Protection Products. We are saddened to hear that the damages you have experienced were found to be ineligible for coverage based upon the Protection Plan that you purchased but look forward to working with you to resolve any future damages your furniture may experience that do meet the requirements of your plan. 

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased warranty on kitchen set filed a claim and after 3 weeks have received no response. Tried calling only to be met with unrealistic hold times with no one answe
  Ring after being on hold 30 minutes

  

  Business Response

  Date: 03/04/2025

  Guardian Protection Products has researched the complaint filed by ****** *********. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the unsatisfactory handling of my claim for a damaged dining table and chairs, which I purchased from ****** Furniture and subsequently covered under a warranty by Guardian Warranty.
  
  The issues with my dining set began about 6 months ago. I immediately contacted the customer service team at Guardian Warranty to report the issue and initiate a claim under the warranty. Unfortunately, this is where my frustration began. I have reached out to Guardian Warranty multiple times and spoken with several customer service representatives. Each time, I was assured that my claim would be processed and that someone would call me back with an update. However, despite my repeated follow-ups, no one has ever contacted me, and my concerns remain unresolved. This lack of follow-through is deeply disappointing and unprofessional, as I had hoped for a timely resolution to this matter.
  
  In addition, I contacted ****** Furniture directly, the retailer from which I purchased the dining set, in the hope that they could assist in expediting the process or offer any support regarding the warranty coverage. However, my efforts to receive assistance from them have also been met with inadequate responses, further adding to my frustration.
  
  At this point, I feel that both Guardian Warranty and ****** Furniture have failed in their duties to uphold their customer service obligations, and I am left with a damaged dining set and no resolution in sight. I expect a prompt and direct response from both parties, outlining how they intend to address this issue. I want Immediate contact from Guardian Warranty to resolve my claim and either repair or replace the damaged items covered under my warranty. ****** Furniture in facilitating communication with Guardian Warranty or offering their support in the claims process. To further exasperate the issue, the store I bought this from is out of business so there’s reason for ****** to help

  

  Business Response

  Date: 04/14/2025

  Guardian Protection Products has researched the complaint filed by consumer. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 
  

  Customer Answer

  Date: 04/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes Guardian has reached out but we have not heard any follow up on what they are doing to resolve our issue so there I am rejecting their response.

  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 04/15/2025

  Guardian Protection Products has researched the complaint filed by ******** *******. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Guardian has not followed up with us on what they have decided to do. We attempted to call them today but to no avail. We need resolution to this matter. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Guardian has not followed up with us on what they have decided to do. We attempted to call them today but to no avail. We need resolution to this matter. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 04/17/2025

  We want to provide you with an update on the status of your dispute. 
  Please be assured that we are giving the concerns you shared with us the attention merited by conducting the most thorough review possible.   This review includes researching the entirety of your account including claim information, call recordings, chat logs, plan information, submitted documentation, and more. Due to the detailed nature of this process, there are times when typical time frame expectations must be extended.  Every case must be investigated via every medium available.  Once all resources have been exhausted and the review has been completed, we will contact you with the results.   
  As we are nearing completion of this review you can expect to receive an update within the following 3-4 business days. 
  Thank you for your patience while we work to resolve your dispute. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sofa bed has broken and fallen apart. I put a claim in they sent a repair to my home on 02/12/2025 the technician said it couldn't be repaired. The company offered me $949.00. I went ***** ********* were I brought the furniture from and was informed that my warranty **** ***** would replace the sofa sleeper and love seat. Now I'm being told by ********* that they are responsible for this problem. The furniture is not longer available so I would have to replace sofa sleeper and love seat. ***** ********* store said to replace my furniture. My warranty is for 5 years. I brought the furniture on 12/03/2022.

  

  Business Response

  Date: 03/03/2025

  ******** ********** ******** has researched the complaint filed by ***** ** *****. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ******** has send a voucher for sofa sleeper. The claim the also included the love seat for replacement it was approved be they have been telling for the last two weeks I will receive a 529.00 voucher in 24 hours. I'm still waiting. Sending copy of claim was approved for payment
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/11/2025

  ******** ********** ******** has researched the complaint filed by ***** ** *****. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from ***** ********* Store at *** ****** ****** **** ********** ** *****; A Sahara 3- piece raf power recliner($908.68), Sahara armless recliner chair($381.64) along with a Sahara laf power chaise($908.68) and Sahara console for $150.00 which the usb ports and the wireless charging are malfunctioning after 1 year but of course. But Im paying for warranty so either i get money refunded back where i can get another living room set cause i need it. Plus the Goof Proof for additional $300.00 which is from 11/14/2023 to 11/14/2028 which to remind you is still active and should be covered according to what i was informed for 5 years. If knowing this i would not of which in totalled all together cost me $2956.32 which i need to be refunded to in a TIMELY MANNER to go towards something else due to it looking bad. I would like to be able to exchange it for something else matching the same amount.
  
  I purchased the set from ***** ********* at *** ****** ****** ****. ********** ** ***** and the phone number is ************ along with the representative that took care of me was named ******** Guest Experience Specialist and he can be reached at ************. All i want is have their workers come pick up this living room set and let me know when i can go to the store to purchase another set. Looking forward to hearing from you in a timely manner.

  

  Business Response

  Date: 02/26/2025

  Guardian Protection Products has researched the complaint filed by ***** ******. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking support regarding an issue with my Bassett sectional ($5569.00) after professional cleaning service. "Bassett Care" label on sectional did not advise against staining after steaming and now white couch has brown stains from placement after steaming. Warranty was purchased ($599.00) for couch so also seeking guidance on whether warranty will investigate and replace ruined cushions and timeline for replacement. GUARDIAN CLAIM SUBMITTED AND THEN DENIED ON 2/22/25. ITEM STILL UNDER ACTIVE WARRANTY. WARRANTY INCLUDES COVERAGE OF ALL STAINS ON FABRIC.
  
  COPIED FROM WARRANTY: We are providing you with the terms and conditions for your 5-Year AZB-20018773 Guardian Residential Furniture Plan you purchased from BASSETT FURNITURE - S0156 - DU 0156 for $599.00. Your plan was activated on 04/21/2023, will expire on 4/21/2028, and will provide up to $5,569.00 in coverage for your new
  furniture.
  
  Able to provide full copy of Warranty, as well as Messaging with Guardian Protection Plan representatives.

  

  Business Response

  Date: 02/24/2025

  Guardian Protection Products has researched the complaint filed by ********* *********. We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers. 

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I, Customer (********* *********), am awaiting final confirmation from Guardian Protection Plan (OnPoint Warranty Solutions) that a complete and full refund on Warranty paid will be issued. The following response, as well as itemized invoice of payment, was provided to OnPoint Warranty Solutions on Thursday February 27, 2025:

  OnPoint Warranty Solutions:
  
  As requested, attached is an itemized copy of my Bassett Furniture invoice.
  
  To reiterate my original email - At this time, the ONLY resolution I am seeking is a complete and Full Refund ($599.00 + applicable tax) of the 5-Year Guardian Protection Plan purchased with my BASSETT FURNITURE - S0156 - DU 0156. I WILL NOT accept a pro-rated refund as I have submitted NO CLAIMS against the Protection Plan Warranty since activation on 04/21/2023. Please refer to CLAIM TICKET: #******* for further background on my original claim, as well as pictures documenting my concern.
  
  
  Sincerely,
  
  
  
  ********* *********

  

  Business Response

  Date: 03/05/2025

  Guardian Protection Products has researched the complaint filed by ********* *********. We have contacted the consumer and are in the process of resolving the complaint. Thank you for keeping us aware of concerns brought to your attention by our customers.