Purchased the 5 year GOLD plan for three barstools - one barstool got stain - they could not remove so they replaced it. The new chair arrived with loose arm. The delivery person stated he would tighten it. After being used VERY seldom - the arm fell off the chair. "NOT COVERED" says Guardsman. The salesman at Havertys told us no matter what happened to the furniture it is covered for 5 years - "even if the dog chews the leg off". They state if they replace an item, the replaced item IS NOT COVERED. Loophole!!!
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.
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.
LEESBURG, VIRGINIA -- I first called Guardsman when I got a food stain on my Sofa. They sent someone to clean but months later the stain returned to the surface. At this point it had been 14 day since service and a claim to come out and reclean was denied. Then my 4 year threw up on sofa. They sent someone to clean stain yesterday but it still smells. When I called Guardsman they said they do not cover smell. If you ask me they don't cover ANYTHING. They put a band-aid on the problem instead of solving it! Don't waste your money.
MICHIGAN -- When we purchased our sofa in June 2015 we also purchased the Guardsman Gold 5 Year Plan as it was supposed to cover spills, damage and some mechanisms. The seam on the back of the sofa started to separate allowing the fabric to droop, filed a claim with Guardsman which is a joke in itself, sent in the needed pictures and signed form. 3 weeks later I get a call and was told this is a manufacturer defect and it is not covered, the sofa is 2.5 years old. This is not a manufacturer defect. It was caused by wear and tear normal usage, I do not recommend this product to anyone. It is a huge SCAM! I will never buy another Guardsman/Valspar product!
KANSAS CITY, KANSAS -- Made a claim through Guardsman. Crazytastic game of nothings going to happen cause we already got your money gold plan. Couch started falling apart fast, told them it was many times. We are freaking out over it. First the pamphlet got lost in the mail, then sent out a guy in sweatpants, took a few pictures, 2-3 minutes in my house. Didn't say what's next was and left, fantastic right?
Call after call, freaking out, even asked if we should move them to the garage so the damages wouldn't get worse, cause it was and is. Oh then they say, "Your claim was denied!!!" Denied for the exact thing we called you for. Odd!?! It's in our plan! I told the manager that I was done speaking with her and wanted to speak with someone higher than her, oh guess what I got? A voicemail... Great.
GRAND RAPIDS, MICHIGAN -- As others have said, this plan is worthless. Purchased a dual reclining sofa from Havertys and was talked into the Guardsman Gold Plan. Told that everything would be covered. Had a loss of power on both sides of the sofa. Filed my claim online and submitted the paper form and documents as requested. Company claimed that form never arrived. Only learned this from my calling them, they never contacted me. Was told to submit another form. I had all my copies and said I could do that but questioned the 30 day time limit. Was told all was good as it had been documented.
Long story short, it took another 2 weeks to get second form and then they denied the claim. Submitted a reconsideration e-mail at their instruction and it was still denied. 2 months later I am still dealing with customer service reps who refuse to connect you to a supervisor or give you a phone number. Last one gave me a bogus email to submit my complaint. Complaint filed on their website is returned as Server Failed. You can't send the form certified as it is to a PO Box, so no one to sign it. I believe that they just claim no paperwork received and deny claims. No way to document you sent the papers.
Not sure why a company invest in website that allows you to file a claim and even upload photos, and then sits around waiting on a paper form in the mail. Makes no sense. Save your money, you will need it to complete repairs yourself.
NASHVILLE, TENNESSEE -- I bought the protection plan with Guardsman from Havertys. I filed a claim. The workman came out and told me the spring system needed to be replaced. I called 30 days later and was told I would be called back. No call. I called again. They said they would be shipping me parts and would send someone out after the first of the year. I called to follow up and was told they had changed their decision and that the sofa was now not going to be covered. Now they won't take my calls! Save the $300! It is a scam!!!
GRAND RAPIDS, MICHIGAN -- The process to file for a claim was a long and lengthy process that took 3 weeks with mail. After getting approved, trying to get a service technician to come to my house to clean my sofa was another story. Once a I had to wait a whole week for a technician to call. She was very unprofessional and gave me a date with no time frame, telling me she cannot give a time frame, expecting me to take a full day off work to sit at home and wait. Even pge and comcast give you a time window so you can plan accordingly.
I rejected that tech and called guardsman again to set me up with another tech. It took them 2 weeks to get to my request and still they gave me same tech with no time window! I am very disappointed with the protection plan and I believe it was a scam. Please don't be fooled into purchasing it.