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!!!
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.
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.
HOWELL, NEW JERSEY -- They sold me the 5 year gold protection for a leather couch. After 4 months the frame cracked and was told they wouldnt cover. Bought a sofa on route 9 in Howell Home living furniture. Was sitting on the couch with the recliner extended when I pressed the button to retract the seat I heard a pop. When I looked under the couch I noticed the frame that pulls the seat back into the normal position cracked. I'm not even 200 pounds. Called Guardsman protection since the salesperson told me everything is covered with the gold protection but they declined the repair.
GRAND RAPIDS, MISSOURI -- Purchased the 5 year gold plan to the tune of $260 to cover "anything" that would happen to my $1300 Headboard. One of the buttons broke and popped off. Looked all through my coverage to make sure that a button would be covered - well guess what - since it wasn't listed in the covered section it is therefore not covered even though it isn't listed as not covered.
I then called Nebraska Furniture Mart to have them help me with this issue. They seemed as though they would help by calling the insurance to get it straightened out. Of course they received the same answer as I did. So their answer was sorry but nothing can be done and since the piece was a year and 7 months old they won't stand behind it either. Furniture insurance one of the biggest scams ever!!!
GRAND RAPIDS, MICHIGAN -- I recently filed a claim to repair my table. Guardsman rejected the claim even though it was explicitly covered according to my documentation. I called the office, and the woman I spoke with told me several times that her manager would give me a call "absolutely no later" than 2 business days after re-reviewing my claim. A week passes and no response, so I call back. The woman told me the claim was still rejected and transferred me to the manager.
I brought up the fact several times that I was promised a call back to which the manager blatantly ignored my complaint (much less offered any apology). She stated that my claim was rejected because I did not state on the original form the exact accident on how it happened, even though I did state that it was an accident that occurred on a specific date, and later provided more details on the nature of the accident. This is covered according to my documentation that I originally based my purchase on. She then accused me of changing my story.
I told her I was offended by that, to which she tried to back-pedal but still never offered any apology. I will continue to spread the word on how Guardsman A) Essentially ripped my family off by promising coverage, only to look for the smallest excuse to deny providing that coverage and B) provide horrible customer service that will make promises, fail to deliver on the promises, fail to apologize for breaking the promises, and then insult their customers by accusing them of "changing their story".