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.
HOUSTON -- Guardsman company is a ripoff. Do not buy their warranty. We bought a dinner table from Bassett and the sales representative insisted that we should buy the Guardsman warranty as it covers "everything". We had young children so we went for it. Fast forward 2 years and this table has horrible water marks on it with regular use, along with scratches and chipping paint. The Guardsman person comes out and takes a look at it and states that it is not covered because of the "general condition" of the table. This is a total ripoff. Never buy this warranty unless you want to throw money down the drain. Also beware of buying furniture from Bassett which is poor quality.
We purchased over $19,000.00 worth of new furniture from Haverty's in Duluth, GA in January 2013. This was a huge purchase for us and since the salesman offered the Guardsman Protection Plan, stating that it covers "absolutely everything, no questions asked", we thought it in our best interest to also purchase the Gold Plan covering 5 years of protection for an additional $500.
The Haverty's salesman offered no disclaimers regarding what was not offered or any timeline restrictions. I certainly never thought to look for reasons that Guardsman would have to deny any claims - believing them to be a reputable company.
About 2 weeks ago I submitted a claim for four different damaged items, reporting that all had been noticed the end of May 2016 - trying to be honest here. Well, being honest cost me. All four claims were denied because they were not reported within the 5 DAY time period allowed. I am beyond frustrated that a 5-year plan can allow denials because of such a small window of reporting time. And so, it is true - what sounds too good to be true, probably is not true. I will be pursuing this with Haverty's and making a report to the Better Business Bureau.
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.
I spent hundreds of dollars on Guardsman Furniture Warranty to be taken advantaged of by Guardsman. I mail them all the information that they asked for from me two times and they kept saying that they didn't get it, so then I mail it priority so I can track it. Then Guardsman tells me that's it too late and they are not going to fix anything! They have to receive it within 30 days from when I reported it. Guardsman are stealing from people. They pretend they don't get the mail until it's too late. They make up this 30-day rule so they can get out of fixing the problem. I bought this at Ashley Furniture. I hope they are not involved in this scam.
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?
I bought coverage because I have a dog. The Guardsman brochure says it covers ANY puncture, cut, tear or rip from a specific incident. I guess I failed to notice the backside of brochure however, under "Improper Maintenance" it states no animal damage is covered. It will cover pet body fluid damage apparently at least once. I never realized owning a pet was improper maintenance and glossed over that. To me that's like not covering damage done by children. Most households have pets today.