The wood frame of my less than 3 year old sofa bed broke and they are stating is not covered under the warranty
even though the warranty does stated damage and the sales person at the store said they will fix anything and everything. Rude customer service. My sofa has no support and nails sticking out all the broken pieces.
Purchased $7000 worth of furniture from Ashley Furniture and added the Guardsman Elite Guard 5 Year Protection Plan T a cost of $450. Condensation from an a/c vent dripped on the top of the dresser during a period of extended absence, causing water marks and separation of the wood surface. Filed a claim with Guardsman and was denied because claim wasn't filed in a timely manner. A policy with terms of coverage and claim filing parameters WAS NOT provided at time of purchase (possibly this is intentional).
This problem seems common in reading other reviews and could be completely eliminated by requiring signature acknowledging receipt of policy (as do most life insurance policies) unless the motive is as deceptive as it appears. It is amazing that a 100+ year old company has survived by employing this kind of practice. However, their furniture repair arm was very happy to provide a repair estimate in excess of $200. "Fool me once, shame on you; fool me twice, shame on me." WHAT A SCAM by both Guardsman and Ashley Furniture!!
GRAND RAPIDS, MICHIGAN -- I contacted Guardsman September 12, 2016 due to a few stains on my pillows and couch cushion. I also had a zipper that had come apart due to damaged teeth in the zipper. I was told to take pictures, and mail in all the paperwork which was sent in the next day, September 13, 2016. It was October 5, 2016 before I received an email from Guardsman to schedule a date for them to come out and repair the items I purchased.
It was October 31, 2016 before they came out. The gentleman they sent out was able to get the stains out for the most part but wasn't able to repair the zipper. He informed me that he would order a new cushion cover and took pictures after he was able to get the zipper back on track. It's now November 7, 2016. I called Guardsman to get an idea on how long it would take to receive the new cover because any weight on the cushion would break the seam again because the teeth of the zipper are damaged.
I was informed that because the gentleman was able to get the zipper back together that the order was closed and I would have to reopen a case and start over and request a new case to be opened. This process took 6-7 weeks. I spent $300 on this "protection plan" and now I can't even get my main item (the zipper) fixed.
I am 100% disappointed with this entire purchase. Not one person has tried to make this right. I am very disappointed. I've had to take day off of work and didn't even get this situation taken care of. Not one person has tried to make this right. Very disappointed in your customer service and I will NEVER spend another dime in the future for this so called "protection plan". It's WORTHLESS.
ILLINOIS -- After a discoloration appeared on our couch, I called Guardsman to get it repaired under their 5 year service protection plan. The plan was sold to us as complete coverage protection for any problems that we may have with the leather on our sectional couch.
The process for reporting the claim was cumbersome and involved an initial phone call to their customer service department, they then sent me a link to an online claim form. The form required original receipts, copies of the service agreement, personal information and 2 separate photos that had to be uploaded for each location on the couch where there was damage. The photo upload was not user friendly and had to precisely meet their size and format criteria or they were repeatedly rejected. This form then needed to be printed and mailed to their customer service location.
A couple of weeks later I received an e-mail telling me that my service request had been received, and I would be contacted to set up a service appointment. Two weeks after that, I had to call Guardsman Customer Service to see why I hadn't received a call to set up the appointment. I waited on hold to talk to a representative for a half-hour. After they looked up my claim information, they transferred me to another department, that informed me that my claim was denied because the damage I had reported was not covered.
When I purchased this plan, I was told any damage to the leather would be covered, but now they say it was all clearly laid out in the protection plan agreement that was mailed to me on June 30th. However, I purchased the plan on June 7th and was never told that there were exclusions to the coverage. Do not buy this protection plan, because in my opinion, it is not an authentic product that actually delivers the service you are promised at the time of purchase!!!
GRAND RAPIDS, MICHIGAN -- This company is a fraud and according to my La-Z-Boy dealer who sold me the furniture and the warranty, declines most if not all claims. I purchased a $1300 leather chair from La-Z-Boy and bought the 5-year extended warranty provided by Guardsman. The leather on the chair headrest tore after four and a half years.
I reported it to Guardsman and they acknowledged the warranty. They took over a month to look at the claim and then sent me an email declining the claim without explanation. Also, you cannot reply to their emails and you can only send them an email of a maximum 300 words. This is clearly their business plan and constitutes fraud and misrepresentation in my opinion against consumers. I will be taking legal action and reporting them to the Federal Trade Commission and appropriate consumer affairs offices where I live as well as in their home state of Michigan. I urge all of their other unfortunate customers to do the same.
BAY SHORE, NEW YORK -- I purchased my leather furniture from Guardsman about 4 years ago. I paid $300 for it. Recently the sofa and loveseat began to become worn out from the side a little bit. I called Guardsman regarding the problems. They have a whole lengthy form that you have to fill out and also all the pictures you have to take with a ruler and everything. I did everything they asked for.
I just got an email today saying that my claim was denied. When I called them you get the most rude people on the phone apart from being on hold for more than 15 minutes. They just told me I was denied that the damaged on the couches was not cover. I told them "So what am I cover for then." Then I asked for my money back and they told me that was impossible.
So I just gave this thieves $300 of my hard earn money for nothing at all. What a ripoff and their customer service is trash. They just hang up the phone on you. Since they already have your money they don't need you anymore. What a POS company.
KANSAS CITY, KANSAS -- Took 5 months, 4 days off work, and more than a dozen calls to fix my broken chair. I bought two La-Z-Boy chairs with swivel rocker bases NFM added. One chair failed to recline within a few days with a bolt falling out. NFM sent a repairman out and fixed it. A year later the same chair base split with reclining mechanism gouging my wood floor. I call Guardsman in March. They took the claim over the phone and emailed me a form to complete and mail back. I called a week later to make sure the got it and the said a repairman would call. Week later he called and made an appointment to come look at it two weeks later.
When he came he said he would order the part through NFM. When it came to the store, NFM would call me for a delivery date. Month later part was in. NFM called wanting me to take the broken base off and give it to them when the delivered the new base. But two phone calls later agreed to come back out and pick it up after the Guardsman repairman came. Called Guardsman who said the repairman would call. Over a week later he called making an appointment for the following week. Finally fixed in August. My 5 Year warranty is no longer valid after making my claim. Save you money. For the price of the warranty I could have had a new chair delivered in a week.
GRAND RAPIDS, MICHIGAN -- Had to put in a claim on a recliner that I purchased at The Dump furniture store in Atlanta Georgia. This plan was sold by The Dump over time. The frame on the recliner worn out as this takes time to wear. It was not noticed all at once and the people at Guardsman refuses to repair the recliner because I can't say when it started to wear as this needs to be reported within 5 days of breakage or damage or stain etc. They can't seem to understand when something wears out it does so over time and then one day you say, "Boy this thing is getting loose". It does not happen overnight as a breakage does. This plan is a piece of junk. Don't waste your money as I did.
DETROIT -- I bought furniture in 2014 from one of Guardsman's clients and added a 5 year warranty. They asked me to fill up their form online and send all documents necessary and I complied. Later I get an email saying my claim is denied and I called them. Some girl picked up, I explained to her (actually this morning) and all I could get is unprofessional attitude and silence. I asked if it a scam and or if the store I bought from is known to Guardsman. She hesitated first and then she said she is not aware of the store. GUARDSMAN is a scam company. Never purchase items covered under them.
I purchased a 5-piece sectional from Ashley Furniture a year and 1/2 ago with the Elite 5-Year Guardsman Protection Plan. Don't waste your time, nothing is covered. The plan lists many things that are covered and makes it sound very easy to submit a claim, wrong...so wrong.
After submitting pictures and 8 yes 8 different claim forms, because you have to submit one claim per incident, I was denied because I wasn't covered. After calling the Service Department I questioned my "stain" claim to the rep, and she said I never submitted a claim for it, so then I said, "Okay, all I have to do is submit a new claim." Her response was that I couldn't because I already mentioned to her that the stain was part of our conversation so it's now an old claim. Total ripoff.