Guardsman, Elite furniture protection plan, to buy or to not buy? I feel it is extremely important to make possible future customers fully aware of how this company chooses to conduct its business. Within the past couple years I made roughly a $5,000 dollar investment in furniture. During the transaction with Ashley Furniture, I made the decision to protect my investment by purchasing coverage through Guardsman for about $400.
About 3 months ago, the electric motor that drives the recliner broke. I filed a claim with Guardsman to have the recliner motor serviced or replaced. The process to have a technician come to my house to evaluate the issue took almost an entire month. The technician spent less than 30 minutes at my house and made the determination that indeed the electric motor was broke. He ordered the necessary parts which would take another 6-8 weeks to arrive at my house.
Just over 8 weeks passed and still no motor arrived. I called Guardsman and discovered that the motor had been shipped to the wrong address, and that it would be another 10-14 days to have them shipped to the correct address. Once they arrived at my house, I contacted Guardsman. I was told I would have to wait another 7-10 days to have a technician contact me to schedule installation of the new motor. The technician took 11 days to contact me. The earliest availability to send a technician to my house was another 9 days away. Additionally, I was told they would call me the night prior to establish the service window for the following day.
Evidently the customer, myself in this case, has nothing better to do than to wait around the house for a technician to come at their earliest convenience. So the night prior I end up calling the technician's office around 5 pm to determine what time they would be coming to my house the next day, but I get a voicemail. About 45 minutes later I received a return call and I was told the window would be from 1-4 pm the following day. I clearly state that I am not available after 3 pm because I have to take my son to his doctor's appointment, which must be scheduled a week in advance, not the night prior.
The technician's representative tells me that the new window is 11 am – 3 pm. So the following day at 10:15am I leave my job to be at my house by 11 am to meet the technician. I arrive at my house at about 10:50 am. By 3 pm no technician, no one has bothered to call me, and now I have to leave to take my son to the doctor's office. I call the next morning and I am rather rudely told that the technician did in fact come to my house and that no one was home. He even sent a picture of the house to prove that no one was there at 3:25. 3:25? That is correct, no one was there, just as I had explained the day prior and why the service window was 11am – 3pm.
But lucky for me she can reschedule me 8 days from today. So just to recap the timeline, this has now been more than 3 months that my recliner has been broken. Not that big of a deal right? Well kind of is an issue because it is stuck in the ¾ extended position. Additionally, I had to move during this time because I am in the military and I was transferred. Ever try to move a recliner in the upright, extended position? Lots of fun to be had. So now I call Guardsman again.
After explaining my situation and being transferred to three different departments, I am essentially told I can stay with the current technician and wait another 8 days or I can change technicians which will take 10-14 days. I am tired of waiting! I explain to all Guardsman representatives that that I am not asking for someone to “hook me up” or do me a favor. I paid hundreds of dollars for this service and I, as the customer, am getting no value from their service.
I also provide what I determine to be a reasonable solution. I requested they call a technician in the area and schedule the repair to be completed immediately, within 24-48 hours. This may require Guardsman to pay the technician contractor additional pay (overtime), but at this point I felt it was a reasonable request. I was told this is not a possibility. Service repairs and customer satisfaction is the sole reason you, Guardsman, sell your protection plan, or is it?
I submit that maybe making the process so difficult and time consuming may in fact be a business strategy to deter your customers from seeking to file claims for repair, thus allowing you to take their money (earn revenue) without ever having to provide any real service (expenses) to your customers.
We purchased the 5 year plan with Guardsman for our leather furniture. When something caused small holes on one cushion which lead to an area peeling, I filed a claim. They would not cover it because I was not specific enough when I filed it. Then when I called in and was clearer they said it wasn't covered anyway. I don't know the last time I had such an awful experience with a company. I asked to cancel my plan and have a refund. I was told that is also not possible.
We purchased the 5 year Gold Protection Plan from The Dump Furniture after being told by the salesman that it covered EVERYTHING - his exact words. $329.99 for 5 years so we did it because we had 2 puppies under the age of 1. Well, those puppies chewed the love seat - I called to file a claim and it was denied because it doesn't cover animal damage. Of course you don't get your actual protection plan in the mail until AFTER you've paid for it - so you can't read all the specifics until it's too late. It's a rip-off - the salesmen must get a kick back - shame on the Dump for offering such a plan that is essentially useless.
I have bought eight couches through Gardiner's Furniture, and they offer damage coverage via Guardsman. Never made one claim. Then one of the back pillows tore off the rest of the couch, and we submitted a claim. It took hours to format the pictures correctly, lots of paperwork, time on the phone with them. They rejected it, saying we had waited too long to report it.
We had stated that the damage happened two weeks ago (we were not even sure, none of our kids would admit to it). I called the resolution department and got some idiot empty head who kept repeating that we had filled out the paperwork and signed it and it is too late to change anything. They are horrible thieves and I will never ever use them again!
JOHNS CREEK, GEORGIA -- DO NOT BUY INSURANCE FROM THIS CO, they will not honor it. I bought furniture from Ashley Furniture, got the insurance. I filed a claim May 7th, filled out the paperwork, took pictures, etc then I got a call that my dad died and everything sorta stopped for me. I had to fly out of the country for the funeral, etc. When I returned I called the company and lady said "Send it in anyway."
I did and got an email saying "The request has not been processed and is not eligible for service because the required time frame for returning the service request form, sales receipt, and/or copy of the plan was not met." I called and explained the situation, I can supply death certificate, etc. All I got was "sorry" and I am unable to resubmit claim. I am very upset! Do not waste your money with this company. Very dishonorable.
First of all, not recommended Guardsman for anyone. We bought Guardsman Furniture Protection 5 years from Ashley. 1 month ago, our bed is broken, we called Guardsman to fix it or replace it. They sent an application to fill it out with the pictures of the bed. We already did and they called us again and said, "We received your application and we going to send someone to write a report." All of this and the bed still broken and after 2 weeks the guy came and wrote the report.
After this, they sent us an email and say, "We going to replace this part with a new one, but we have to order it from China", so I'll have to wait!!! After one more week they called us again and say, "Sorry we didn't find your part, and we not able to buy another one for you because your bed is old, so you have 2 options 1.) Take $55 dollars; 2.) take $140 dollars Ashley credit store and deal with Ashley," and of course we didn't find anything with this price and the bed still broken. You're going to lose your money if you buy this most worst Furniture Protection. Not recommended for anyone.
GRAND RAPIDS, MICHIGAN -- The warranty says you have to call within 5 days but I was not given any paperwork that stated the 5 day limit. The repair was a motor which I was honest and said it had been about three weeks. They denied my claim because I didn't hit the 5 day window. Should there have been something I signed if I am agreeing to terms of a contract?
SAN DIEGO, CALIFORNIA -- I bought multiple pieces of furniture from More who offered the Guardsman Protection Plan. They said they will fix or replace any damages. I never even use my formal dining room and the first time I did when a guest got/slid off the chair they pulled the siding off. Guardsman denied my claim and also another claim where my child fell back in a chair and the leg of the chair chipped a table. It is really a waste of your hard-earned money with no warranty at all.
ORANGE COUNTY, CALIFORNIA -- I bought the Guardsman protection insurance and it is truly a waste of time. I think that this is a scam as they always deny claims and when you finally get to have a technician call you within 7 days (always longer) they give you a window of time and NEVER show up or call. Then the office person blames you for not confirming the appointment. I have gone round and round with this company and they should be ashamed of themselves!!! The ultimate worst company! Don't waste your time or money!