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.
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.
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.
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".
ELKHART, INDIANA -- I called originally to inquire how to start my claim for my damaged furniture. I went through the motions, filed the claim the next week, but then struggled to get the receipt showing the purchase of the plan to send in. Once I got everything submitted I received an email letting me know they had received my claim. After about a month of not hearing from them, I called to find out what was happening with my claim only to be told my claim was denied because it was received greater than 30 days after my first contact with them.
I didn't submit my claim until after a week had passed from my first phone call asking what to do! But, because I asked how to get my damaged furniture fixed, that counted as starting my claim. I now spent hundreds of dollars on a service I cannot use. If I paid for it, but I can't use it? What did I pay for? If I paid for something and was not given that something in return is that not theft?
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.