Guardsman

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1.3 out of 5, based on 38 ratings and
64 reviews & complaints.

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This Company Lies To Clients Regarding The Service That Offers
Posted by on
GRAND RAPIDS, MICHIGAN -- The company says the plan cover damage by accidents but then they decide what is an accident, for their convenience. I buy the plan and no arranged nothing. Because they said it was not an accident.
     
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PepperElf on 2011-03-03:
1) What happened that you claim was an accident and they claim wasn't.

2) What do the lions have to do with this? Did the lions eat your house?
MRM on 2011-03-03:
My, what a big cat they are!
PepperElf on 2011-03-03:
Yeah but they're lions not tigers.
Anonymous on 2011-03-03:
Maybe Tiger is one of the lion's names. We don't know. There's not enough information to determine that yet.
momsey on 2011-03-03:
Pictures rarely add to reviews, especially when it's a review about a protection plan accompanied by a picture of lions labeled "tiger."
Anonymous on 2011-03-03:
Maybe those are tigers dressed up like lions hence the caption on what appears on first glance to be an obvious picture.
Anonymous on 2011-03-03:
Brilliant danny! The picture beautifully illustrates that things are not always as straightforward as they are presented.
PepperElf on 2011-03-03:
Of course... the flip side is... if the company says it wasn't an accident.... are they saying it was intentional?

Maybe he had tigers, lions, or ligers attack the house for him?
Anonymous on 2011-03-03:
Believe little of what you see, and none of what you hear.
Sarah Rhapsodos on 2011-03-03:
How is that picture supposed to make anyone take the complaint seriously, it just does the exact opposite.
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I Was Denied a Claim Due to an Arbitrary Deadline in an Email.
Posted by on
Rating: 1/51
RALEIGH, NORTH CAROLINA -- I bought a dining table from Drexel Heritage in Raleigh, NC. The sales person told me that it was solid wood. It turns out she was incorrect. At this point I had already ordered the table so I kept the order. I was also convinced by the salesperson that I should buy the Guardsman extra warranty for scratches and marks. Since it was an expensive dining table I figured I should buy it for $199.00 and get the insurance. The salesperson assured me it was worth it.

I was very careful with the table and used it rarely. After our first Thanks Giving meal on it I noticed some marks on table, so I called it in to Guardsman that following Monday. I then sent in all the paperwork including a sketch. The women informed me that a technician would be contacting me to schedule a visit. I never got a call, which is what I was expecting. I did get an e-mail asking for further follow up. Why? I'm not sure I provided them with all of the information they originally asked for. That e-mail also stated that if I did not reach them back by 5 days my claim was VOID. I was on vacation, so I did not see the e-mail until after the arbitrary date imposed on me.

I called the customer service number to see what I could do. But the agent informed me that there is nothing I could do. My claim was void, since I missed the date. I spoke to managers and sent letters, but to no avail. I even involved Drexel Heritage and the manager there told me that she could not help me. I was left very frustrated by this experience. I feel taken advantage of and vow never to buy from Drexel Heritage or buy insurance again. It's a SCAM!!!
     
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BEWARE - Do Not bother with the protection plan!
Posted by on
Rating: 1/51
I contacted Guardsman in the summer with a claim. My kids had spilled a drink and the color completely was removed from the leather sofas. This is the second time this had happened. the first time they sent someone out and the woman did an amazing job. This time however, the first person I talked to told me to just send pictures and the claim since they had my invoices on file. I complied. A week and a half later some guy left me a voicemail letting me know they could not dispatch my claim until I sent the invoice. He then said he had no idea why the girl told me they had it on file, because they didn't. Fast forward several months and I finally find the original receipt. Excited to get this addressed I called Guardsman again - the woman said she had no idea what I was talking about because she was looking at my invoice in her system. She transferred me to my claims representative I left a voicemail. She left a voicemail back stating it was not covered because cracking and pealing of the leather is not covered. I called back and they said the same thing. When I explained that this type of thing was handled a previous time and it was the same thing, the guy starts telling me "look I can submit it again, but there is no way you are going to get this covered. It isn't in the plan." I argued stains and damage from them are covered he said they aren't and back and forth we went. I think the plan price is a percentage of what you paid. We purchased high-end furniture and the plan for me was not cheap (upward of $500), but worth it considering I have two little kids:) This time around they were just plain HORRIBLE. Save your money and buy some furniture covered:) It saves you from feeling completely rip[ed off. NEVER AGAIN WILL I BUY GUARDSMAN!!!
     
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nikalseyn on 2014-02-20:
You spent $500 for a policy that pretended to cover you for accidents? All---and I mean all extended warranties and coverage plans are a waste of money. As you found out. Having some experience with furniture and children I would advise you to NOT buy expensive furniture while they are still living in your home. Buy cheap stuff you can fix or throw away as needed. They make covers for couches and chairs. Find them at department stores. You can also repair furniture and spray on fabric protector yourself. Now you know.
j on 2014-06-04:
I called yesterday to file a complaint about the leather peeling, cracking and falling apart on an expensive piece of sofa furniture, only to be told that my request would be reviewed and they would let me know if it was covered. We paid over $300 for this Gold 5YR Protection Plan. I received an email today stating it wasn't covered. This company is despicable! I recently heard there was similar case some time ago where they did this to a lady and it took her going on national television to get results. Guardsman is a SCAM!!!
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They will not honor Warranty
Posted by on
Rating: 1/51
GRAND RAPIDS, MICHIGAN -- Guardsman
PO Box 88010
Grand Rapids MI 49518-0010

Complaint Description:
They denied claim because they say paper work was not submitted n a timely fashion. So they say they have no obligation to stand up to their warranty. Purchased Guardsman warranty from Garden White furniture on on 5/19/09. The framework n the chairs I purchased on 5/19/2009 began to break and crack. I called Gardner White and the said to contact Guardsman Service Center.I contacted service center on 9/23/13 in which they promptly sent me a email to file claim. The email text body said you have two methods to complete form, electronically or by mail. The suggest in bold to complete electronically for fastest service. I completed and returned form to there exact specification on 10/28/13 to exact specification. I heard nothing from them so I emails on 10/25/13 and never received return response. I called and spoke to representative and he informed me that a hard copy has to be mailed and submitted with electronic claim.The representative then sent me email a new set of forms on 12/23/13. I completed the forms on 12/25/13 and mailed to the Guardsman address in Grand Rapids Michigan. I received an email on 1/14/14 stating that they received my claim. I received a call today from Montgonery stating that they would not be honoring warranty because it was not submitted in a timely fashion. When I asked to talk to a supervisor I talked to Denise who also said claims were not submitted in a timely fashion and they would not honor their warranty. I said I had saved all emails documenting communication. She told me that did not matter because they did not have any record of them. No I am stuck with a warranty I paid for and a company that won't honor it. As a result I have 6 chairs that have broken frame work and are not usable
     
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Waste of $$
Posted by on
Rating: 1/51
Guess I'm another unfortunate victim of the scamming company. I purchased the protect-a-bed through Nebraska Furniture Mart, which then uses Guardsman, to carry out their warranty of the product. The damage occurred on the protect-a-bed in October of 2012, but I was pregnant with serious complications at the time, that I missed my 10 day window to return the service request form back to them to get it replaced. When I finally got settled back in at home after the very early and problematic birth of my son, I called Guardsman to make sure I could still submit the paperwork, to which they agreed I could.

Today, I received an email from them denying the request to replace the product due to the service request form not being turned in within the 10 day window of the original damage. So, I called them to explain to them why it took so long and they still said there was nothing they could do. So, I decided to call Nebraska Furniture Mart's furniture department to try to get it replaced or resolved with them. Krista, said NFM could and would not replace it, and also called Guardsman to try to have them resolve the issue with them directly, but they refused.

I paid for this service expecting that if I submit the necessary paperwork, that the product would be replaced. I paid for the 3 package of the protect-a-bed knowing that with a 20 year warranty on the bed itself, that I wanted to keep the mattress in tip top shape to prevent damage with life's events that could damage it. I didn't expect to be so poorly treated by NFM and Guardsman on this issue.

The day of the damage, I washed the protect-a-bed as directed but forgot to change the temp on the dryer from high heat to medium heat until minutes later. By then, the damage had been done. A hole was ripped in the fabric and the two layers of fabric came apart, making it no longer able to protect the mattress from stains, etc. When Krista from NFM called Guardsman, they changed the reason they gave me for denying the replacement from missing the 10 day window to submit the service request form to "it improperly being dried." So, they said the warranty was then voided and I was "out of luck."

I never received any paperwork stating what was and was not covered for warranty claims either. I have since filed a BBB complaint on them.
     
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DO NOT purchase this Scam
Posted by on
Rating: 1/51
GRAND RAPIDS, MICHIGAN -- Filed a claim following all protocol for such an action according to the steps deemed necessary by Guardian Furniture Protection Plan. Few days after sending in info on needed repairs I received an itinerary for having my recliner fixed. A repairman was sent to fix the footrest of my recliner but was unable to do it as the bar that operates the kick out feature was broken. Repairman said he had to take the part and the handle with him to have Guardian order the part to fix it. Few days later I got this email from Guardian:

" Rather than make a poor quality repair, your claim has been sent back to our administration center for review. We will receive a full report from the technician, including photographs of the damage, shortly. Once we review this report, which should happen over the next several days, we will determine the best course of action to resolve your claim. This may include ordering a replacement part from the manufacturer, or working with your retailer to identify a replacement. However, because parts and replacements are not always available, we may also explore other options with you.

A few more days go by then a representative from Guardsman calls to inform me that all of the sudden, the recliner is not covered. Read the email to him and he still said it was not covered. Spoke to manager and was told the same thing. If it was not covered, which it was, thenI should not have received two correspondences telling me it should have been fixed. They were willing to fix it when they thought it was going to be cheap to do so. Please tell everyone you know in the market for new furniture not to even consider this scam of a protection policy. THey are just like health insurance in that they want their money right then and there and make you jump through hoops to file a claim, but then when it is their turn to reciprocate.....all of the sudden whatever you have/need is not covered.
     
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At Your Service on 2012-12-18:
Is it possible that only after reviewing the photos of the damage did they determine the repair wasn't under warranty? That's not to say it shouldn't have been, but far too many people falsely assume because merchandise falls within a warranty's time period, it is under warranty.

Best of luck and thank you for posting. It gives a good opportunity to discuss a somewhat misunderstood issue.
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Guardsman Warranty is Worthless!
Posted by on
Rating: 1/51
ASHEVILLE, NORTH CAROLINA -- Back in late 2008 and 2009 I purchased several rooms of furniture between Carolina Furniture Concepts and Havertys, I also purchased a 5yr Guardsman service agreement on all of the pieces. I was told and sold on this Guardsman Warranty as a Platinum Service Warranty. I have not used the service agreement until recently when I had a problem with a drawer in a upright chest, the extra deep drawer in particular, when the drawer quit functioning. I had noticed that the plastic guide on the bottom rail had been split when installed initially at the factory and finally cracked into 2 pcs, now the drawer doesn't close or open. And one recliner footrest in a reclining sofa began to stick and hard to open while sitting in the recliner. not sure if something is bent or what happened there. Anyway, I decided it was time to put in a claim to get these two what I consider minor issues resolved before my Warranty runs out in 2013-2014. So, I first contacted the furniture stores which promptly told me to use the warranty. I was within 10-14 days from when damage occurred when we filled out the forms and mailed them in, Only to receive a decline letter a month later stating that since the damage didn't occur within 7 days of the claim it was denied. It takes 7 days just to get the mail claim to them! So I decided to do the online version where I could take pictures and submit again with-in the 7 day window, only to be declined again because were on an earlier claim and were denied based on "not within the 7 days". What a technicality! I could see with-in 30 or even 15 day, but 7? After trying to explain to my worthless account manager and the rude manager, It became obvious that this is business as usual at Guardsman, They are good at shirking accountability and highlighting any technicality! This company is a joke! and Carolina Furniture Concepts and Havertys should be ashamed for pushing these worthless warranties! What a waste of time trying to submit a claim. I will never purchase another "Guardsman" anything and will tell everyone I know about this bad experience.
     
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Follow Up To My Previous Post From 3-7-13
Posted by on
Rating: 3/51
CHICAGO, ILLINOIS -- I wanted to do right by individual (and the company) who helped me resolve my issue in a favorable way. Yesterday, I wrote to complain about the inability to "go over" the CSR who denied my claim. I did some research and found the parent company who owns Guardsman. I contacted the corporate office and received a contact to escalate my issue. I was pleased with their (her) quick turnaround time to call me and to resolve my issue. I received an approval notification this morning and should be expecting a local technician to call me early next week.
I hope that the main reason for my rant ( the poor customer service experience) gets resolved as that was the primary reason for my frustration.

To employee #7001 and all the other CSR's that I spoke to and refused to transfer my call, you may never read this, but whether you're happy in your role or not, please know that the customer experience is what matters most to an organization. Know that I would have been satisfied if I was able to speak to a supervisor and plead my case. If the answer was still "no" then at least I knew I had a chance to escalate and speak to another individual a rung higher on the ladder.

Again, to corporate management and the individuals involved in my situation, I hope there is additional customer service training provided. Also, the corporate script (handbook) are "road maps", and are not finite, and that your role is to do what you can do to provide a pleasant experience for the customer.

I live in a world where escalation of customer issues are welcomed and perhaps that is a key reason why our sales 200% to $5B over the last 8 years.
     
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Alain on 2013-03-08:
An excellent follow up and review! Thank you! It's great to see you pursued the issue and got a favourable result. It's also good to see that the parent company was willing to resolve the problem to your problem. Hopefully, they will instruct those who initially dealt with you on proper customer care. Thank you for your follow up post.
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Bob's Furniture Guardsman Warranty worthless
Posted by on
Rating: 2/51
NEW YORK -- I purchased a microfibre leatherette frame sofa from Bob's furniture. I was told the furniture would be covered against damages through the Guardsman Protection Plan. I had someone visit and the bottom wood frame broke. I had to file a replacement request through Bob's discount due to it happening under a year. The new sofa was delivered by Bob's furniture. After a few months the back of the sofa dropped due to a improper hole for the back leg to be screwed into. I simply filled the hole with paper. The leg was screwed in and the sofa was placed against a wall. I have enjoyed the sofa for more than two years. Recently I attempted to clean a series of stains with no luck. With a five year protection plan I decided to go through the "file claiming" process. It is true that you have 10 days to submit your claim or it will be voided. I sent the form in and received a call a week later. After a series of very specific questions, including how damage happened, date of occurrence and details given, my claim was denied. Representative stated my issues did not fall under "what is covered". Well I am not frustrated but I have learned that the protection plan is helpful in the event of a few minor and specific occurrences. In my case it is useless. But better quality furniture from more reputable furniture stores and read the details of their protection plan. This one protects Guardsman not me the consumer.
     
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Ripoff
Posted by on
Rating: 1/51
Guardsman is a complete ripoff. I bought an expensive dining room table and paid $200 for the Guardsman Elite Protection Plan. After a year I noticed a small bubbling in the wood on the top of the table. I referred to my policy and bubbling in the wood is under what is covered. I called the company and they had me go on line and fill out papers and upload photos.

My claim came back in the mail as denied and said it was not covered and to refer to my policy. I called Guardsman and they told me that it is not covered because I said I did not know what caused the bubbling. It is only covered if it was caused by a single accident. I asked them to give me a for instance - what type of accident would cause bubbling in wood? They could not give me an example. I asked if water spilled on it from a glass would that be covered? They said normal use of the table from hot plates or water would not be covered either.

As far as I can see there is no scenario under which it would be covered even though the policy clearly says bubbling or cracking of the wood is covered. Clearly this company just takes money and does not actually cover anything. Their contract just provides one giant loophole so they do not actually have to cover anything. This is dishonest and a complete ripoff!!! I am writing the BBB and my Attorney General to report this fraud.
     
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trmn8r on 2012-05-21:
Without having a better description of the warranty verbiage, my guess is the warranty does not cover certain damage caused by leaving either pools of water or wet glasses on the table, and since you couldn't tell them it was *not* caused by something along these lines they denied your claim.

Just a guess.
unhappy999 on 2012-05-21:
I wonder if Guardsman has ever covered anything for anybody?
1timepayme on 2014-06-04:
Just went threw the same deal. I spent 200 dollars for a guy to come out and clean a pillow of a full sectional and sofa set 1 time and now can't get him back unless i fill out a form that will be mailed to me and have to be mailed back while I have URINE on my Sofa thats almost 10 business days its going to soak in. And I believe Guardsman know that there a rip off and I can imagine especially with these other reviews BBB should be able to do something. Did you get a response from them?
George on 2014-06-13:
Guardsman is a complete SCAM.
I purchased the Guardsman 5 year warranty, supposedly covering everything on my reclining sofa. The springs are giving way, and the left side is sagging. Please note, that I do not weigh more than 175lbs, and my daughter weighs much less than me.
Guardsman said that the sagging is normal wear and they are not responsible.
Reading the other reviews on Guardsman, I can see that the only thing they are good at is collecting your money, with no intention of providing warranty service.
I only wish I would have read the previous reviews before I fell victim to the Fake Guardsman Warranty. I will never purchase a Guardsman Warranty again.
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