Guardian Protection Products
Reviews and Complaints

Received guardian warranty thru rooms to go.

file the proper paperwork to get my sofa repaired or replaced. Was told by Guardian its not covered. I was scammed buying the protection. All i ask is give me the protection i paid for. Or give me the money i paid for the protection back. Please and Thank you.

protection purchased on 04/02/2023 at rooms to go perimeter. 120 A Hammond Dr NE Atlanta, Ga 30346

I purchased a sofa bed sectional with bobs and purchased additional protection in case the sofa breaks.

when i purchased it i shipped to my fiancé apartment and did not noticed that bob's put his name as the purchaser. When i call them to come fix the couch i was email and told that my protection to the coach was put on my fiancé name and since he passed that they can't honor it because they believed that he was the purchaser and the account holder.

i try to dispute it with them that i purchase it in m account and fiancé was the receiver, they try to for POA. I told i have a receipt that it was purchased, BUT THEY REFUSED TO HELP ME.

Do not purchase guardian extended warranty I have 2 sofas completely broken and they will not fix because I entered WRONG date. Spent 40 minutes on hold and was told I would be able to get it fixed. Only to be told they will not.

No one explains about the warranty to you. Had I known I would have made sure all info is correctly included. They just take your hard earned money! Now I am stuck with 2 broken sofas!

Have full protection plan stating the following is covered:
PRODUCT SPECIFIC COVERAGE:
The following are covered, subject to the Exclusions To Coverage and other Plan conditions:
1. FABRIC, LEATHER AND VINYL FURNITURE:
a. Stains caused by any food or beverage normally consumed by humans.
b. Mold and mildew stains caused by food or beverage spills.
c. Stains caused by human or pet bodily fluids.
d. Stains caused by grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polish. e. Rips, cuts, punctures or burns from a specific incident.
f. Breakage of frames, springs, and sleeper, reclining, inclining, heating, and vibrating mechanisms will be covered if

they were originally covered by a manufacturer’s warranty and such warranty has expired.
2. WOOD AND HARD SURFACE FURNITURE:
a. Stains caused by any food or beverage normally consumed by humans.
b. Mold and mildew stains caused by food or beverage spills.
*****c. Breakage of wood or other hard surface from a specific incident.****
d. Gouge, heat mark or liquid ring from a specific incident.
e. Breakage of glass or mirror components, any chip or scratch of glass or mirrors and loss of silvering on mirrors
(with the exception of crowned or curved glass).
f. Checking, cracking, bubbling, or peeling of finish from a specific incident. g. Stains from nail polish

INCIDENT:
Sat down on chair and leg snapped immediately landing me directly on the floor. I feel so hard, I almost required medical attention!

Do not waste your money I have tried to place multiple claims since I purchased a couch and they have denied every single claim even things that are clearly workmanship. Do not get conned into getting this warranty it is a huge con. They will not back up there end at all. I had a tech com out that even said all the issues were clearly workmanship issues and they still refuse to cover. Not only will I not but from them but I will probably stay away from rooms to go also. I am very disappointed for the amount of money I have spent with them over the last 3 years. And on the warranties as well.

Purchased Mega CMS MP9706HM dual powered headrest sofa (3 seats)
(40 Grain Leather) while seated in the sofa the left-hand module has stopped working, it goes' up but does not go down. the work order # 204955 is on the sales contract this along with several other items was sold on 8/11/2018. We have an Extended Warranty with your company. Group #AZ139

In April of 2022, the forte sofa we purchased had issues with the motor/foot rest. The company sent out a technician 3 weeks later and he moved the wires around and the motor started working again. Between the time that we filed the claim and the technician came out, our forte love seat began having the same issue. When the technician arrived, we asked about the love seat and we were told we needed to file a separate claim which we did. In June of 2022 we filed the claim on the love seat motor. While we were waiting for the technician to come out (another 3 weeks), the frame on the love seat back disintegrated so I added this to the existing claim request. When the technician came out in July of 2022, he unplugged all of the wires, manipulated the wires and the foot rest began working again. He took a look at the rear cushion and said that he could see where the frame failed, but that the amendment to the request hadn't made it to him so he would make a request that the company send a replacement back. We moved in August of 2022 and when I reached back out to guardian about the frame failure /status of the replacement back they denied my claim saying that too much time had passed. In October of 2022, I had a technician from BOBS come out and he confirmed that the frame damage was due to failure and that the guardian policy should cover this. I filed another claim with the guardian and was again denied because "I waited too long". I called the guardian and was on hold for over an hour waiting to speak to someone and chose to use their "call back" option. Here we are, over a month later and I am again on hold - this time for over an hour - still waiting for that call back. Additionally, on December 26th we came home to find that the sofa foot rest was again not working. An electrician told us that there was a short in the sofa wiring which could potentially cause a house fire so we unplugged the sofa and can no longer use the foot rest. So... we have a sofa that we cannot recline because we are terrified of burning our house down and a love seat that we cannot use because the frame has disintegrated and you cannot sit back against the cushion. RUN dont walk away from Bobs and the guardian policy! My next call is going to be to the better business bureau and then the state of Maine attorney Generals office.

I purchased a couch from Bob's Discount Furniture and additionally purchased a 5 year warranty from Guardian. After just having the couch for a few months, the bottom frame and seam started to separate on a nearly new couch with hardly ANY wear. Guardian send a technician over to fix the issue which resulted in the couch being nailed together. I was skeptical that it would be enough to resolve the issue but since I had a 5 year warranty, I waited to see if any issues arose after "the fix". Well, this same issue happened again because the frame is cheap and they are refusing to cover the damages. This couch is only used for its intended purpose should be covered by the warranty as it was the first time, as this should be considered accidental at the very least. All I do is sit on the couch and it's falling apart on both sides? They are refusing to help me and their customer service is awful.

We purchased a sectional set from Rooms To Go and got the guardian protection insurance. In August of this year, we wanted to get our couch cleaned and were having trouble contacting a representative from the company. We reached out to the manager where we got the furniture from to see what they could do and had the same issues. On October 10, I called the customer services number and was on hold for over 45 minutes and got nothing. Finally, on October 31 at 2:36 pm, I got a call from someone in the claims department. She asked me several questions about what needed to be cleaned, how pieces needed cleaning, and so on. I did as she said, take pictures of the stains and a picture of the sectional itself, and I did all of that. On November 4th, I received an email asking were the stains caused over time or all at once. I replied that it was caused at different times. My thing is, why should it matter when the stains were made it is something that is covered in my plan. They put in my claim that it was stained and made all at once, which is not what I told the lady. GPP wants your money but will not cover what they are supposed to do. They make it the benefit them. My plan states that " stains to the fabric due to regular spills from food and beverages are covered. It does not state if it was done at one time or at different times.

Hi

I had a service with guardians security alarm over 10 years .

I was in process of selling house in berea ohio last month .

I had a service upgraded two years. ago no clue.

didn't know selling house in future /moving to different state where guardians never service . asking them to release me for the agreement since i sold house . they were not releasing until i have to pay whole thing as per agreement . even though i dont have house anymore / they dont provide service anymore where i moved to the area .

finally they released me after paying their own dealing .making own money.

making aware next person , do not get contract with any company , until they give you in written that if they dont provide service ,company wont charge you/ you dont own .,they wont charge you.

regardless they charge large amount from you . you don t even know

I moved from one residence to another on 9/30/22. I knew this would take place when I purchased my couch on 5/28/22 and decided to purchase a protection plan as my salesperson told me it would cover any damage that might take place. My couch was damaged as it was scraped against the door frame as it was taken from the home. I submitted a claim and was asked via email for more pictures of the couch and a description of how the damage took place. A couple days later I received a response stating my claim was denied because the contract states damage that occurs "while in transit" is not covered. Since I moved from one residence to another it is considered transit damage. I was flat out told by customer service that moving the couch from one room to another is considered transit and damage would not be covered. Customer service stated they would email me information on receiving a refund on the protection plan, but flat out refused to honor the contract.

I submitted a claim, took forever for them to review it, then they asked for MORE pics. Finally sent someone out, he said he would have to order parts & that they would call us when parts were in. Finally got an email saying couch was not repairable, please allow 15 days for them to get ahold of Bel Furniture. 15 business days passed, no contact. Tried calling them, can’t get ahold of anyone. Then got another email saying please allow 15 MORE days. Still haven’t heard back. I’m going to call Bel corporate, file a complaint with BBB, AND file in small claims court.

Worst company to get ahold of. I have tried for 5 days, calling at different times, on hold for hours, I'm serious. I've also input my info a for a call back and never received the call back. The excuse of COVID, is the reason they are short staffed is crap! I tried chatting and all I get is a short non informational response. I submitted a claim August 2022 and the claim was closed without resolution. But they approved a claim they had original been declined Nov 2021. LOL!

I sent a chat asking why they approved one but closed the other, I got no response. I wish I had read the reviews of this company before purchasing the plan. So frustrating, they cant answer calls and the chats are a waste of time as they don't give clear answers. If it helps we purchased the plan via Bobs Furniture. Recommend not buying this plan, wish I could a get a refund!

I purchased a remote recliner and sofa and love seat from BEL furniture where I purchased the warranty also. No furniture store should be standing behind Guardian Protection Plan since they refuse to honor the warranty that these furniture stores selling to customers. I want my refund back since Guardian protection plan won't honor the warranty. I try reaching out to Guardian protection plan customer service don't answer any of their calls. I will be following up with BBB about this complaint.

I bought a power reclining sofa at Rooms to Go with insurance through Guardian. Sofa recline mechanism broke, I filed a claim, claim wad approved, then they said no service to my area and closed the claim as unresolved. I have tried online, live chat, call back and many hours on hold. They are a scam. They do not honor legit claims. They should have repaired or replaced. They did nothing. I believe this to be deliberate criminal behavior, not just a misunderstanding or oversight as they do not try to resolve. It has been over 6 months.

I was told that my warranty was not covering my motor, and That I can't get a replacement. But when I bought it I was told I have A five year warranty, but wasn't told it was for sertain things ... I will never buy any thing or send any of my family or friends there.

I filed a claim they actually put words in my mouth and saying that normal wear and tear are not covered but I never said it was normal they did now they don’t want to replace the furniture. I really believe that their getting over on people and I wouldn’t recommend these mfks period

I submitted a claim for a piece of furniture; throughout the process, I attempted to attach pictures but the receipt and guardsman protection plan document would not upload, which they know when you give them the # for it.

They denied the claim but I submitted trouble tickets for them to address the issue and they haven't. How can you deny my claim when the issue that exist is on your side. No one will call or anything me back and connect me to the right person the email they send to you is a no-reply. What cowards! If you want to know how to have great customer service, find someone else to emulate. They suck at this.

They will never fix your furniture le even if it says it’s covered ! They always find some way to go around fixing it ! They said the stings popping out of my bench are normal use ! I never use this thing and when I do I get stabbed by nails ! Or my dresser magically started peeling from normal use wth. I waited multiple time to get an answer and they always say oh sorry it doesn’t fall in the warranty . I have the pamphlet from day one and everything I have filed a claim on , the dresser top peeling and my end bed bench denting in and springs popping out was covered . Now they want to say it’s not covered because I didn’t say it was caused by a cup (water damage)

I purchased the sofa from The Sofa Shop 10/10/2021 with the extended warranty. The deliver date was 12/11/2021 and the warranty from Guardian Protection - Furniture Protection was activated.

The sofa was moved away from the wall on 2/5/22. A 3" cut in the fabric was observed near the wood base A claim was filed with Guardian with copies of the receipt and pictures of the cut.

The cut was covered under the terms of the warranty. However the claim was denied because I stated that I did not know what caused the damage.

I called the Sofa Shop store to complain and they directed me to file another claim with the Sofa Shop company. Customer Care department.

Neither the Sofa Shop company or the Guardian Protection have contact numbers.