ComplaintsforGuardian Protection Products, Inc

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Paid for a warranty coverage on furniture and they are not covering parts that have malfunctioned even though it is a four year warranty on furniture bought in 2023.

  Business response

  10/15/2024

  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 response

  10/18/2024

  
  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. 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a motorized reclining sofa and loveseat from the room place and purchased a warranty. It has only been 5 months since the purchase date. The charger port in the love seat is no longer working and is covered by the warranty. However, they no longer make the piece needed. They offered me $160 to keep a broken piece of furniture, or stated that I could choose another love seat that will not match my sofa. I’ve spent over 3k. I am not satisfied with having a broken love seat that I spent $1200+ dollars on, or having mismatched furniture. Neither love seat or sofa is being produced anymore meaning if anything goes wrong, I no longer have access to repairs. A refund for my items are warranted at this point so that I can purchase a set that actually matches.

  Business response

  10/09/2024

  Guardian Protection Products has researched the complaint filed by ******* * *******. We have determined that no claim has yet been filed with Guardian as damages occurred within the first year of purchase when the manufacturing warranty was still in effect. Please refer *** ******* to their retailer for further assistance.  Thank you.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a protection plan from ******** ******* back in 2019. It’s a 5 year warranty to that was supposed to over “everything.” I even made sure to specifically ask about animals because at the time I had a hyper one year old dog. I was told “yep, pets and kids are covered.” I go to file a claim in August of 2024 because my now new puppy has ripped two large holes in both my loveseat and sofa. My claim is denied because it does not care pets. However on my protection plan list it says it covers pet fluids and then the next line says punctures. It doesn’t say that pets are excluded from what caused the punctures so I don’t understand why my claim was denied. I reached out to their customer service. Was told I’d have a response the next business day…. Nope! I have yet to hear from them. This company will denied your claim and give you a bogus reason as to why. I’ll never purchase anything from guardian again.

  Business response

  10/04/2024

  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 response

  10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company has not contacted me.
  
  Sincerely,
  
  **** ********

  Business response

  10/15/2024

  Guardian Protection Products has researched the complaint filed by **** ******** and previously attempted to make contact. We called the customer again today and once again were disconnected during the voicemail greeting. As this has happened twice now, we would request another phone number at which we may attempt to reach *** ********.  

  Customer response

  10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not sure how else to respond other than to reject a response. Guardian is requesting a different contact number. I will provide 3 ways to contact me. Personal cell ************. Work cell ************. Email **********************.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We purchased a reclining sofa from ***** ******** ********* along with an extended warranty. I filed a claim and sent in the requested images. Ticket # ******* we had a video call today scheduled with a technician. I gave specific instructions for the technician to call phone number ************ and the technician failed to do so. I had to call the department to have the correct phone number used. Since the first call attempt was used using the wrong phone number via text message by the time the call was sent to me & we had technical difficulties during the call and it was dropped I was no longer eligible for another call. I had to call you guys and start the appointment process all over again. This is ridiculous, I had to cancel several work related appointments to take care of this and now we have to wait several days.

  Business response

  10/04/2024

  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a $1500 couch from ***** ********** who assigns Guardian Protection. We bought the protection because we have young kids and I wanted to keep my $1500 investment ptotected. We had an accidental rip on the chasse side. We filed the claim in August. A few weeks later we had an accidental spill by a permanent black marker on one of the cushions. The Tech they assigned to came to our house. Spent less than 2 minutes to take pics and when I asked him will he treat the stain. He said no. I'm here just to take pics and make my report. I don't know what he reported but the Guardian agent whoever these group of crooks who are do called account representives emailed us and said we got the report from the tech and your claim is denied because they are no rips and there is no stain. I'm dumb founded by their response. They just deny every claim without any real reasoning behind their decision making and there is one you can speak to when they close the claim. They just give you a generic response sorry the account rep had closed the claim. Not to forget. The filing for these 2 claims was extremely painful with lots of back and Forth. It almost felt from the beginning that they're trying not to pay you for the claims. Worst crooked company I ever dealt with. Now im out $1500. I can't use that couch.

  Business response

  10/04/2024

  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim 3 months ago. Followed up TWO MONTHS LATER and was told to upload pictures. Since then I’ve heard nothing and it’s going on 3.5 months. They aren’t trying to replace my items, they aren’t trying to refund me. They keep giving me the run around. I just want my furniture or money. What’s the point of insurance if it’s crappy. They have been an hassle

  Business response

  10/04/2024

  Guardian Protection Products has researched the complaint filed by Veronica Watson. 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

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a warranty on a bedroom set that is going to expire 5/22/2026. I had filed a claim against my bed and my dressers in June of 2023. The furniture is cheaply made and has all sorts of dings and the colors are fading away. The first claim I made because the underneath rails broke in half on my bed. They denied my claim. I just left it at that however on Saturday, September 7th I got up out my bed and the side rail broke. I called Guardian protection services on September 9 th to file a claim and they created the ticket #*******. I sent in pictures of the rail that is completely broken and is separated from the base along with another picture of the broken rails underneath the bed. They emailed me asking the location of my bed and i sent the address where the bed set was delivered. I called on 9/17/24 to get a status of my claim and she said they would email me within 24-48 hours on a decision. I received a decision on 9/18/24 that my bed wouldn't be covered for normal wear and tear. How is normal wear and tear the rail separating from the screws when i've been sleeping on this bed for a while now.

  Business response

  09/19/2024

  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 response

  09/20/2024

  
  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. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a sofa/chaise and a recliner chair from ******** ******* on July 1, 2021. The recliner was $249.99 and the sofa was $599.99. We did get a $50 discount as well. We ended up purchasing the extra protection plan because we were told it would cover rips, stains, tears, or any damage that could happen to it. The protection plan was and additional $149.99. The furniture started to break a year after having it. The arm rest on the recliner broke and pulled away from the frame. Along with a tear in the seat from an accident. The sofa arm rest broke and the back of the frame has broken due to moving from one spot to another. I put in a claim through the warranty company ******** ******* goes through for the broken arm rest for both pieces. We got declined for that because it happened more than 30 days ago. I didn't know it had to be put in within 30 days of it happening. So I put in another claim for the accidental rips that occurred and got declined for the one on my recliner stating it wasn't covered under the warranty. I have been going around with this warranty thing for a couple months now and I've had it. I wouldn't have purchased this if it was going to be this hard. I have pictures of the furniture that I can provide. At this point I want a refund.

  Business response

  09/18/2024

  From: **** ***** <*************************>
  Date: Tue, Sep 17, 2024 at 5:11 PM
  Subject: RE: You have a new message from the BBB of Central Ohio complaint #********.
  To: ************************** <**************************>
  
  
  Hello,
  
   
  
  This complaint is regarding the consumer and their protection plan through ********. The complaint is specifically around the terms and conditions of the contract. Please move this complaint to ******** as ******** ******* does not have any bearing on the adjudication or claim determination. Additionally, all refunds for protection agreements after 30 days must be processed by ********. So, the consumers desired resolution would also need to be handled by them. Please let me know if you have any questions.
  
   
  
   
  
  Thanks,
  
  ****
  
   
  
   
  
  **** ***** | Contact Center Manager
  
  *** ********** **** **** * * ********* ** ***** ** ***** ********
   
  
  s*******************
  
   
  
  ***********************
  
   

  Business response

  09/19/2024

  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 response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have multiple issues with the furniture and they won't cover it even tho everything that has happened to it has been an accident. I have a big rip that my plan covers but Guardian Protection keeps changing it to seam separation when that's not what happened. They keep telling me seam separation is not covered, fine i guess but it wasnt that it just started separating i accidentally made the rip. There is no point in the protection plan when they keep denying your claim. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January 2023, we purchased a sectional sofa with an extended 5-year warranty through Guardian Protection. In May of 2024, we noticed that one piece of our sectional sofa had sunk lower than the rest of the sectional and would not recline due to the extension arms getting stuck on the front bottom rail of the recliner's base frame. We contacted the furniture supplier and they gave us the Guardian 800 number listed previously in this complaint. We called Guardian in May 2024 and stated the issue with the recliner and later in that conversation that we would be leaving for summer vacation shortly thereafter and would not be home to receive the repair man. They directed us to call back when we returned from vacation. We again contacted Guardian on August 29th shortly after we returned from vacation. The male agent we spoke with was very helpful and understood the situation and forwarded our claim to another department and told us to await an email with further details. We received a denial of the claim for being past their 30 day reporting timeline, because they stated that they have no record of the previous call in May. We then contacted Guardian to understand why the claim was denied and spoke with Nikila who was very helpful in explaining the details they had listed in our claim file. During the conversation, Nikila stated that the Guardian 800 number rings to 2 different locations, and we may not have been speaking to a Guardian agent when we first called in May. This is a clear oversight that needs to be addressed so this type of situation does not occur again. We also noticed that information in our file about which sectional piece needed repair was incorrect which she annotated to the correct information. This is the second point of negligence in this claim that we are reporting. We would like to have the extended warranty that we paid for honored due to the misdirection and negligence on the part of Guardian operating procedures. Thank you.

  Business response

  09/19/2024

  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 response

  09/24/2024

  
  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. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased goof proof through ***** for my sofas. My recliner started making noises when reclining and having issues opening and closing. Now it leans over to one side and reclines too much. I submitted a claim in June and provided all the requested documentation. I never heard back from Guardian. I reached out via email as well to follow up and no response. As of today, the status reads "documents received-pending adjudication."

  Business response

  09/16/2024

  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.

*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. ↩