Complaints

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

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• 

  Guardsman

  3196 Kraft Ave SE Ste 105 Grand Rapids, MI 49512-2079

  
• 

  Guardsman Furniture Pro

  18926 NE 127th St Redmond, WA 98052-2345

• 

  Guardsman Furniture Pro

  4157 Point White Dr NE Bainbridge Island, WA 98110-4051

• 

  Guardsman Furniture Professionals

  1141 Basse Rd San Antonio, TX 78212-1004

• 

  Guardsman Furniture Pro of NY

  521 Fifth Avenue Suite 1700 New York, NY 10175-0003

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:07/14/2025

  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.

  Purchased the gold plan warranty at time of purchase, 5 years covered or replacement if model is not available. Filed a claim within warranty period, spoke with ******* and my claim is not processed, this is due to high claim volume. I paid for a service and expect to get what I paid for. I continue to get the run around after several call. ******* warranty is no good, they dont stand behind what they sell.

  

  Business Response

  Date: 07/15/2025

  Our records show that your claim was just received on 7/10/2025.  Claims are generally processed within 5 business days, We have had an unusually high volume of claims and currently claims are taking approximately 6-7 business days, however, it may be sooner than that depending on claim volume each day.

• Initial Complaint

  Date:07/11/2025

  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 submitted a warranty claim recently due to defect with my couch. My warranty has been denied when it should have been honored and I would like to see the company honor their warranty program that people pay for.

  

  Business Response

  Date: 07/14/2025

  The claim was processed correctly according to plan terms.  The protection plan does not cover animal damage, this is listed under the "What is Not Covered" section of the protection plan.  We are unable to service this request.

  What is Not Covered

  9.4. Animal damage (such as damage from beaks, teeth, and claws)
  

   

   

   

   

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23587549
  
  I am rejecting this response because: I would like a refund on my policy then.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/16/2025

  The terms of the protection state that guardsman will refund you the excess of the plans purchase price above the customary short rate for the expired number of days of the plan.  The amount of the refund would be $60.00.  Please email ************************************************************** within the next 10 days and reference claim number 12498365 to advise if you would like us to process this refund.
  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23587549
  
  I am rejecting this response because:
  I have not heard back from my email I sent.
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/10/2025

  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.

  We purchased a Guardsman insurance plan as part of a **************** couch person for $379.99 on July 4, 2022 under advisement of the salesperson who claimed pet damage was covered so if we had pets then we should highly consider purchasing the insurance plan so we did. We submitted a claim to Guardsman on May 23rd. They sent a technician out 3 weeks later on the 12th of June to assess the damage. The technician couldn't remedy it in that single visit but said it will get approved and then they will be back to complete the work. I then did not get an update on the status until July 8th, almost a month later, with them rejecting the claim. I called the phone number on the email on July 10th to discuss the claim and why it is now been rejected after the technician visit had told us otherwise. After at least a 10 minute hold, the woman told me it was not the correct department that I had called and had to put me on another hold to speak to the "resolutions" department. I'm not sure why its called a resolutions department because there was nothing the woman was willing to do for me in terms of re-opening the claim or willing to work with me in any way. It was just a nope, its rejected. Our policy is supposed to cover single incidents and accidental damage which is exactly what these 2 pieces were. She insisted that it was repeat/extensive so it couldn't be one time even though it was. She said even her management had looked at it and decided so I'm quite frustrated because it is purely their word over ours and this insurance policy seems to be a complete scam where nothing is actually covered. I then asked about getting a refund considering we won't be able to use the policy and that is only an option within 30 days of purchase... likely when no one has any damage to try to claim.

  

  Business Response

  Date: 07/14/2025

  The technician report and photos show extensive damage on the sectional. The terms of the protection plan do not cover extensive damage. We are unable to service this request.

  9.9 Stains or damage caused by (a) intentional acts or (b) non-accidental acts or omissions which, in our sole discretion, are determined to have been reasonably
  preventable and are severe, excessive, extreme, or repetitious in nature, such as, but not limited to, cuts, rips, teething marks, tears, ink, paint, crayon, marker,
  or pencil damage.

   

• Initial Complaint

  Date:07/09/2025

  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 extended warranty by Guardsman is supposed to cover pet damage. One incident occurred that is clearly covered by the warranty and the company said it is not covered. Below is the language from the contract that I emailed the company on June 25th, 2025. After sending this email, the company emailed me and said they are not covering the damage. I have sent all documentation to the company both by email and certified mail.****** **** <****************************>Jun 25, 2025, 8:49AM to *************************** Team,In addition to the chewed skirt on the back of the sofa, the chewed foot rest on the the right hand side of the sofa recliner happened on the same day and is not a repeated damage. It is part of the damage the puppy did on the same day when we were outside feeding horses. The puppy is now kenneled when we are outside on the ranch.Please reconsider the claim for the covered damage under "6. What is Covered: Section 6.1.4"This is not excluded under "9. Improper Maintenance, Care, or Misuse: Section 9.2" since this is not a repeated incident. I have documentation that this damage was caused the same day and have it noted in my files.I hope that you will reconsider the claim.

  

  Business Response

  Date: 07/14/2025

  The terms of the protection plan do not service for extensive damage whether they occur on a single day or occur over time.  The technicians report shows extensive damage on multiple areas of the sofa. We are unable to service this request.

  9.8 Stains or damage caused by (a) intentional acts or (b) non-accidental acts or omissions which, in our sole discretion, are determined to have been reasonably
  preventable and are severe, excessive, extreme, or repetitious in nature, such as, but not limited to, cuts, rips, teething marks, tears, ink, paint, crayon, marker,
  or pencil damage.

• Initial Complaint

  Date:07/03/2025

  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.

  Hello,We were told by the Guardsman ******************************* *** and the on-site technician that the cleaning/***air estimate for our kitchen table and chairs is a no charge service.They requested that we give them a credit card to hold in the event we decide to go with the ***air after the estimate, and we gave them the requested info.However, they charged us for the estimate. We disputed the charge with Guardsman customer service but they refused to refund the *********** of service: 6/24/2025 Charged: $69.13 I have attached the invoice for the non-agreed upon estimate charge and the work ***ort detailing the service charges should we decide to go forward with the ***airs and cleaning.We are only looking for the estimate charge refund of $69.13 Thank you.

  

  Business Response

  Date: 07/08/2025

  On the attached estimate receipt you provided it states that there is a minimum service fee of $65.00 for each visit and that this fee is waived if service is provided on the same day as the visit. This confirmation is emailed to the customer the same day the work order is entered. This is  normally discussed in the original phone call, however, we did review that call and did find that the Agent did not discuss this so we have issued a credit to your ****** account in the amount of $69.13. The authorization number is AW0P0EED3B42.  This may take up to ********************* your ****** account.

• Initial Complaint

  Date:06/24/2025

  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.

  I purchased a warranty from Guardsman on four dining chairs on 9/28/2023. I submitted a claim for pet damage on 4/16/2025. Guardsman denied the claim indicating that this type of damage is not covered.The warranty clearly states that pet damage is covered. Guardsman claims that this pet is not covered because it was not permanently in my home. However, there is absolutely no clause in the contract that justifies their claim. Guardsman has invented a contract term that does not exist in the contract to justify denying this claim.I made multiple phone calls to Guardsman customer service and no ********************** representative could explain the specific reason under the contract terms that this claim should be denied.On 5/31/2025, I submitted a letter asking for the claim to be reconsidered and seeking explanation of their justification for denying the claim. I provided evidence of specific contract language that clearly shows this was a valid claim. Their response did not address any specific issue in my request and provided no legal basis for denying my claim.

  

  Business Response

  Date: 07/07/2025

  On the claim form it was reported that the damage was caused by a visiting kitten not a pet. The protection plan defines a pet as

   3.14. Pet: A cat, dog, bird, fish, rabbit, hamster, guinea pig, gerbil, caged reptile, or caged amphibian kept in the home for companionship purposes

  We are unable to service this request.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23512635
  
  I am rejecting this response because:

  A kitten clearly falls within the definition of pet as stated within the contract. The company is making a non-sensical claim in an attempt to avoiding fulfilling a legal contract.
  

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

  

  Business Response

  Date: 07/14/2025

  As previously advised the claim form states the damage was caused by a visiting kitten.  This is not your pet that lives in your home. We are unable to service this request.

• Initial Complaint

  Date:06/23/2025

  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 and love seat from Classic Furniture Store 2021. The Store went out of business. I also purchased a 5 year guardsman warranty. The motor in our couch went out. We filed a claim and a technician came out in February 2025. Now here it is June 2025 and guardsman's says they don't have a relationship with the mfg. for my couch, so they will refund me the money ($199.) for the warrant. I told the **** I still have a year and a half for this warranty and a broken couch. I think guardsman's is a scam. They wont replace my couch that is less then 5 years old, nor will they fix it. They just want to say sorry about your luck and back of of the contact. That's crappy service if you ask me. I will not do business with them again.

  

  Business Response

  Date: 07/01/2025

  The terms of the protection plan state that if we are unsuccessful in repairing the damage to your furniture and the store where you originally bought the plan has closed, no longer carries Guardsman plans, has changed ownership or has  stopped selling furniture of if you have moved from the original stores operating area since your purchase , we will provide you a refund of the purchase price of  the protection plan.  Please see section 5.1.4 of the protection plan.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased our entire home furniture set from Havertys Furniture in **************, **, approximately four years ago. During the purchase, the store manager strongly recommended the Guardsman protection plan, assuring us that it would cover "anything and everything" for five years from the date of purchase. Based on this representation, we paid nearly $1,000 for the ********, four years later, after a recent move, several pieces of our furniture have been scratched and damaged. I submitted detailed photos and documentation of each issue, but Guardsman responded that none of the damages are covered under the plan. I feel misled and taken advantage of. This experience has been extremely disappointing, and I believe the protection plan was completely misrepresented at the time of sale. What we paid for has turned out to be essentially worthless.

  

  Business Response

  Date: 06/26/2025

  We can not speak to the information that may have been provided to by the store you when you purchased the furniture and the protection plan.  The protection plan has a very specific list of damages that are covered. Moving damage is not covered under the protection plan.  This is specifically listed under the "What is Not" covered section of the protection plan.  We are unable to service this request.

  Customer Answer

  Date: 06/26/2025

   
  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,
  
  ***** ***********

• Initial Complaint

  Date:06/19/2025

  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 5 year gold complete furniture protection plan. I filed a claim on March 31 2025 to repair my recliner. The claim was approved and Guardsman initiated a workorder and their service provider **** scheduled an appointment for May 6 2025. **** cancelled the appointment and rescheduled it for June 6, 2025. On May 20, 2025, I was contacted by another company, *** to schedule a new service appointment. I called Guardsman and was told Guardsman was no longer using TCFS and *** would now be the service provider. I scheduled a new appointment with *** for May 19, 2025. On May 18, 2025, I received a confirmation text from AHM with a appointment window between 4-7pm. I took off from work for this appointment. At 9:45AM, May 19th, AHM called me to cancel the appointment. I called Guardsman, explained the above process to them and asked them to let me find someone locally to fix the recliner today, the day I took of from work, and reimburse me. Guardsman declined and said all they would do is reschedule a new service appointment for a THIRD TIME. Guardsman is ultimately responsible for adhering to their contract, whatever the reasons are they are failing to satisfy their obligations. I lost a day of work as a result and they declined to help me mitigate the loss.

  

  Business Response

  Date: 07/07/2025

  We do apologize for the delays you have experienced. The technicians are independent contractors and we do not have any control over their schedules. Guardsman does not provide reimbursement for loss of work due to unforeseen circumstances. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23491910
  
  I am rejecting this response because:

  Typical response from unreliable, unethical company who is glad to take your money, then not provide services. Of course Guardsman pawns off the responsibility on the other parties [PLURAL],  how they knowingly use UNRELIABLE CONTRACTORS. It is Guardsman responsibility to ensure it's customers are properly serviced and when that does not happen, 3x in my case with 3 different companies,  they should want to compensate the customer as good faith. They dont because as anyone who does a basic ****** search about Guardsman can see, they are a c*** company with **** poor reviews. Thanks for nothing, not surprised 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/18/2025

  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.

  We purchased a sectional from Havertys on 02/02/2023. We also purchased the Guardsman 5-Year Havertys Gold Complete Plus plan which was advertised to us as a comprehensive coverage plan. The couch was delivered around a month later. A few months after the couch was delivered, one of the cushions began to sag and give much more then all the other cushions. It was definitely as if the cushion was old, and had been used before. We submitted a claim on 4-19-2025 to have the cushion replaced, and our clam was denied. Furthermore, generally, the process that is required to submit a claim is above and beyond what should be truly necessary to do so. Guardsman asks for many more forms of documentation and evidence of damage then is necessary, and they make it difficult to submit those forms of evidence by being so specific with their requirements (size of pictures) as to make it impossible to comply with them. They purposefully obfuscate the process by which a customer can submit a claim, and they deny all claims.

  

  Business Response

  Date: 06/26/2025

  We are sorry that you had difficulties submitting your claim. We have forwarded your comments to the appropriate department.  The issue with the cushion breaking down is not covered under the protection plan.  This is specifically listed under the "What is Not Covered" section of the protection plan under 7.5 Manufacturer Quality Issues 7.5.4. We are unable to service this request.