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Guardsman Misrepresents - Rip Off
Posted by JennieQ on 06/05/2009
GRAND RAPIDS, MICHIGAN -- When purchasing a $2300 sectional from Havertys we decided to get the Gold In Home Guardsman Protection Plan. We have pets and young kids so we thought this was wise. At the time of our purchase we asked specific questions about what was covered.

One year later my son woke up in the middle of the night and vomited all over the sectional on his way to find me in my bedroom. I immediately reported this to Guardsman. I was told someone would contact me in 10 days. When I asked about the odor/stain being there for that long she said that was fine and did not advise me to remove the casings from the cushions. Days later the serviceman came. He was able to remove most of the discoloration but not the odor. Upon making a second call to Guardsman, they informed me that the odor connected with a covered stain was not included.

So if you are purchasing this plan with pet accidents or bodily fluid accidents in mind- DON'T DO IT. They will remove discoloration but don't care about associated odor. SO now I have a $2300, one year old sectional no one can use. THEY ARE TERRIBLE!

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Posted by CMachado on 2010-01-11:
Guardsman Furniture Protection Plan is a Scam! I'm so disappointed. My husband & I both use to be in furniture sales and routinely sold Guardsman to our customers because we believed it was a reputable insurance plan. I bought the 5 year plan for myself 1.5 years ago for my new leather sofa. The sofa was recently damaged by my children (which my salesman said would be covered) & the claim was denied. However, I know 1st hand that commission is paid by Guardsman for the sale of their insurance. It should be illegal, they might as well be stealing cash directly from your pocket. Never buy Guardsman protection plan!
Posted by JAgati on 2013-06-26:
I purchased a sectional sofa from havertys in melbourne Florida and was advised by there sales man that the guardsman plan was the best. Well with 3 kids I thought it was a no brainier. I recently noticed that the recliner arm is broken so I put in a claim. Well I wrote on the document that the arm was loose so they denied the claim. It's clearly broke but because my verbiage my claim us denied and they refused to accept a new claim. The manager Angie was so rude and unprofessional. This plan is just a scam!! Don't waste your money and I will never purchase anything from havertys again. I thought havertys had better products than other retailers but its all the same junk.
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Posted by Qichicken on 02/07/2011
We bought high quality leather furniture 4 years ago. They recommended the guardsman protection plan. Suddenly a 2 inch tear appeared on the chair. We didn't know what caused it but suspected our 4 year old. No problem! Protection plan to the rescue!!! NOT. After MUCH paperwork guardsman said that the main tear was covered but not the small cracks. They sent out a repairman who sent them pictures. They then said that nothing was covered as the tear was resulting from "normal use". They also said that it didn't matter why the tear occurred as they don't cover bi-cast leather anyway. That is what our entire set is made of. 300$ down the drain. They would NOT issue me a written statement as to why they were refusing the claim. They said I had my policy and to just refer to that. Crooks!
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Posted by unhappy999 on 2011-02-07:
I don't understand why these furniture stores are allowed to sell these warranties that don't even cover the furniture. What a waste of money. Thanks for warning others. If people stop buying these useless warranties maybe they will stop selling them.
Posted by getoverit on 2011-02-07:
I'm always suspicious of extended warranties, protection plans, and things like that, although I'm sure there are some good ones.

The problem is that some company (often someone you never heard of) gets your money up front. What they do months or years later when you make a claim is largely a matter of trust.

Guardsman has a lot of complaints on my3cents. I thank this OP and all the others for the tip-off. I'll be sure to keep my wallet closed if anyone ever tries to talk me into a Guardsman plan.

Posted by ok4now on 2011-02-07:
Most extended warranties are high profit for the seller and of little value to the buyer. When you go to make a claim the fine print is daunting. It seems they have an exception for just about everything and will look for any excuse to avoid payment. BestBuy and Sears are notorious for pushing these warranties, I always refuse them. Good post for exposing Guardsman as being a rip-off.
Posted by furnman on 2011-02-08:
Being in the furniture business over the years I have heard the good and bad of warranties from consumers. Couple of the main problems is that many stores require sales consultants to maintain certain quotas on these warranties so they get "over sold" as to what they actually do. Also the training to sales consutlants on how to present and as to what is actually covered many times in non exsistant. As long as they get results the stores really don't care. Last but not least it amazes me as to how few questions the consumer will ask on purchasing these plans, a very small percentage actually ask to see what is covered in writing. My advice, please ask and read what you are actually purchasing.
Posted by AJT In West LA on 2012-08-03:
The Guardsman Leather Protection Plan is a complete waste of money. Only if your leather is damaged in precisely the way the they define a rip or tear will they cover damage. A rip off!!
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Guardsman Furniture Care "FRAUDULENT" Warranty Coverage
Posted by William689 on 12/01/2009
Guardsman improperly refuses to repair or replace furniture that is under a Guardsman warranty.

Guardsman sells furniture warranties to consumers primarily though third party dealers. These third party dealers are often times furniture stores and other retail outlets.

Consumers have complained that Guardsman, Inc. marketed, sold, distributed and issued warranties that contain open-ended, illusory terms that effectively nullify the existence of any coverage at all, and even if coverage did exist, the terms effectively allow Guardsman to exclude coverage for warranty claims for any reason at all.

Guardsman routinely excludes coverage for warranty claims for reasons that are not specifically outlined in the terms of their furniture warranties. Guardsman unilaterally creates standard-form reasons to deny warranty claims. These standard-form reasons to deny warranty claims, include, but are not limited to, that the furniture damages to be repaired (or replaced, if repair is not feasible) “cannot be attributed to any single occurrence or accident,” “were the result of normal wear from customer usage,” and that “were not reported when they occurred, but when they were discovered” by the consumer.

As a result, Guardsman has engaged in deceptive, unfair and fraudulent practices causing damage to consumers throughout the United States who have purchased the “Furniture Protection Warranties”, submitted claims, and subsequently had them denied.
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My experience with Guardsman/Valspar
Posted by Sueq1 on 03/05/2008
My ordeal with Valspar/Guardsman began late Janurary, into Feb. I first purchased my protection plan from Bob's Discount Furniture in 2005 For $159.00. At the time of purchase they stated this plan covers virtually all accidents. Well 2 yrs later I had some people over, they were fooling around and two accidents occurred. One was a burn and the other a tear in my couch. I contacted Guardsman, being honest- I stated I did not see either event occur, but knew it happened that night. The women was quick to say they would cover the burn, however they couldn't cover the tear because it was at the seam and I did not see it happen (saying it was a “manufacturers issues”). After arguing back and forth, she finally stated that a supervisor would review and return my call, which they did and left a message while I was working. So I called back, was kept on hold for about 10min only to be transferred to a voicemail for "resolutions." Well resolutions didn't return my call after a week so I called again (each time I called I had to wait on hold ~10min). During that week a woman came to fix the burn- she scrapped it off then put some fabric glue over it. She checked out the tear and stated "I fix stuff like that all the time." So she called her company and they refused her request to fix my tear, "saying my request was still being processed." Anyway so I had to contact someone after a week of not returning my call-only to hear the woman agree with me this time and once again send someone to review my request.

Another week goes by, then someone calls saying I have to send photos of damage, I agree and send them that weekend, including an email of my ordeal to the company. Well its been a month and I have not heard anything from Valspar/Guardsman reguarding my request. I have written this to discourage people from buying a funiture protection plan- it is not worth the hassle or money-esp with this company!

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Posted by LindaC on 2008-05-08:
I also have Guardsman Protection Plan and I used one of their products on my new leather furniture. The color completely was removed. Guardsman has refused to do anything about it, even though it was their product. Buyers BEWARE - BEWARE. Do not buy their Protection Plan and/or use any of their products.
Posted by Anonymous on 2008-05-08:
I just had to check the name of the cleaner I use on my leather sofa's--purchased a few years back from Norwalk Furniture.. It is Guardsman and is expressly for leather. Thankfully, I haven't had any repair issues, so I can't speak for that problem. I have chocolate brown leather and have used the conditioner and cleaner several times and no color was removed. That must be a new problem--maybe a new cleaning formula.

Thank you, suegl, for the post. The cleaner/conditioner seems to work for me, but it sounds like the service for repair is a bit lacking for what you had to pay for it.
Posted by katoandjovi on 2008-09-19:
I purchased this protection plan from Bobs Discount Furniture. They advertise it as Goof Proof ACCIDENT protection. I was told that virtually all stains are covered - wine, nail polish, even burns and tears. Everyone has accidents. Within a week of purchase, my daughter fell over a table that had a candle on it, and hot wax hit the sofa. The only info I had on this plan was what the salesman told me, along with a pamphlet that has my receipt stapled to it. AFTER I put in a claim, I received the warranty terms from Guardsman and of course, they do not cover wax. My advice would be to set your furniture on fire first then see if they really do cover burns. From what I have read, it seems that they will always try to deny you. Big gimmick waste of money.
Posted by katoandjovi on 2008-09-22:
Posted by katoandjovi on 2008-09-22:
When they refused to cover the wax spilled on my sofa, I wrote as many bad reviews as I could about Bobs and Guardsman. This weekend I researched how to remove wax. All I needed was a paper bag and an iron and now you can hardly see the spot. Too bad these companies wouldn't spend $25 or $50 on covering this under my contract and keeping a customer happy. I'm sure they lost many times that in sales just by my bad reviews. Do your homework Guardsman. Just Google Wax Removal from Upholstery. I'm sure it is much easier to do than remove nail polish and fix tears and burns as you CLAIM you will do.
Posted by dsambrailo on 2010-10-21:
I googled to find out if anyone else had issues with color removal and wondered how many more of us are out there? I received a box of leather cleaning in 2008 and had color removal on very high end leather furniture. I sent an email complaint and have not heard back from guardsman. Did Linda get any resolution? Please post their response.
Posted by Jenn on 2011-07-16:
We purchased guardsman protection plan from La-Z-Boy for our sleeper sofa. The sales rep insisted it would cover pet damage. Wrong! We paid $89.95 for nothing as in the fine print under Improper maintenance damage caused by animals is considered misuse. Waste of money!!!
Posted by turbeaux12 on 2011-11-08:
I just want everyone to know the Guardsman protection plan is a waste of money!
Posted by hoopla1964 on 2012-03-31:
We had Guardsman also and were told it would cover everything. The material separated on 6-year-old couches, and they do not cover seams. We complained and got nowhere until I threatened to go to the media. They then gave our money back. Go me!
I bought hemp and Walmart and sewed it myself. We are still using the couches. They are 10 years old.
Posted by william r dixon on 2012-11-05:
I too bought the protection plan and had the same situation,and received the same treatment.They are a horrible company to work with.They want the money then your supposed to dissapear and never call again.I was hung up on after becoming angry with service manager linda who was the worst service personnel i have ever spoken with.It is a scam do not waste your money.
Posted by Thomas Williams on 2013-07-01:
We purchased a Guardsman Furniture Protection Plan from Jerome's Furniture and we were told by the sales representative that it covered everything. Well buyer beware! Do not buy this plan it is a waste of money. It is a total up sale. We placed a claim (after a lengthy process) for our sofa and matching chair and we were denied because it was a pet damage. Which we thought was covered. We spent almost two hundred dollars on this plan for nothing. I am so upset that I am ready to expose them. I'm wondering what the stores get for selling the service plan. Do they get a kickback? Well shame on you Jerome's Furniture for not checking out what you advice your clients to do. You are just as guilty. Buyer Beware of the big bad wolf - Guardsman Furniture Protection.
Posted by Andrea on 2013-09-25:
GUARDSMAN IS A JOKE!! I ordered it with my furniture. I had a key tear my recliner and they denied me. Gave me all these problem. They needed additional information once I got them the additional information is was over my time limit to have a request open. DO NOT BUY ANYTHING FROM THIS COMPANY!!! I wish there was something else I could do to let everyone know not to waste your time and money on a company like this. Horrible horrible to deal with!!!! Never again!!!
Posted by jeff on 2013-11-08:
I bought a leather sofa from Gardiners and they talked me into buying the Guardsman Protection plan now that we have a stain on the sofa Guardsman will not cover the problem because we do not know what caused the discoloration of the leather..Gardiners the furniture company will not help at all DO NOT SHOP AT GUARDINERS OR BUY ANY GUARDSMAN POLICY!!!!!!
Posted by PaulaK on 2013-11-24:
Thank you all so much for sharing your experience with Guradsman. We bought the area rug protection plan yesterday, but am going to call and cancel it today. I had a suspicion it was a scam…the "reviews" on their website are clearly made up…they are all written virtually the same.
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Complete Fraud
Posted by GMutz on 12/19/2007
I signed up for a protective policy with Guardsman when we bought a couch from Havertys. At the time of the purchase I was assured that the policy covered pet stains (our dog secretes a red substance from her tongue. Even thought she is not allowed on the furniture, she still jumps up there when we are not home). I even went as far as calling Gaurdsman twice explaining, in detail, what could possibly happen to the couch with our dog. In both instances, they assured me that the policy covered that type of stain. When I did call them to come clean the couch a year later, they denied the claim saying that there was evidence of long term build up and that I had needed to make a claim within five days of a spill.

When I asked them why no one had told me about that, they told me to refer to my policy plan for details. I was never given a policy plan. Do not use. Complete scam
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Posted by jktshff1 on 2007-12-19:
While unable to find their terms and conditions, It would seem that a reasonable person would not wait until there are large amount of stains on furniture to have it cleaned.
Posted by GMutz on 2007-12-19:
They were small red stains so I didnt want to nit pick by calling them every day. A reasonable person would not want to call them out everyday
Posted by Ponie on 2007-12-19:
I wouldn't call it nit picking to call when a stain appears which they say they'll clean up. Who wants to have a yucky looking couch? I'm not a pet owner, but is it 'normal' for a dog to secrete a red substance from her tongue? Sorry for your problem. Maybe you can have the couch dyed?
Posted by moneybags on 2007-12-19:
Why don't you have the couch cleaned and when you leave the house, put something on the couch to protect it (like an old bedspread or quilt?)
Posted by jktshff1 on 2007-12-20:
Good suggestion money.
Posted by good person on 2008-04-28:
why would you wait a year to file a claim anyway?
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They will use anything they can to get our of paying a claim
Posted by Very P Oed on 10/07/2010
MINNEAPOLIS, MINNESOTA -- On July 8th 2010 I submitted a claim for damage tot eh fabric on my outdoor furniture. In September I put in a claim for a Broken Glass table top on the same set. I purchased the items at Fortunoff's outdoor store. I received a call on October 5th telling me that retailer is out of business and they will refund my premium and not honor the claim. Several phone calls later after pointing out that the retailer still exists, and that the manufacturer still exists they maintain that the contract says they deal with the retailer and they go by the contract. As you can all imagine at time of purchase they tell you everything is covered and no problem. Then you make a claim and 3 months later they tell you it is not covered. Guardsman is owned by Valspar which is a large corporation and if Guardsman takes this way out of every claim I think any dealing with and of the Valspar holdings are going to be a problem.

I had another claim on a sofa and love seat. My dog stained the Sofa and I put in a claim. They sent a representative our to look at it, he asked to use my phone and stepped out of my hearing range. He then handed me the phone and he went outside. The person on the other end of the phone denied my claim saying it was long term (which it was not) and when I went to talk to the rep, he had gotten in his car and left. His response to my disbelief was sue me. He would not even give me his name.

I had purchased the contracts before making any claims otherwise I would never have purchased a second one.

I think this outfit is a scam, and the salesmen who sell it to you are not trained properly. They are looking to make commission and I wonder what training they had before selling these contracts.
I have not given up yet as my current loss is large and I just had my sofa cleaned on my own.

There has to be a way to stop a company like this from getting away with the things they are doing to the unknowing consumer that is being duped by them and the retailer retailer
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Furniture Protection That Never Works
Posted by Sarin on 12/21/2012
WE bought Furniture from Ashley Furniture who sold us Extended Warranty through Guardsman. We paid big amount for protection but when it was time to avail service, they just declined for an foolish reason that you have used the product. I still do not understand if I bought the stuff for spending money only or for use.

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Posted by Alain on 2012-12-21:
Best I can tell from the reviews I've seen, Guardsman spends most of it's time figuring out how to deny claims. Thanks for warning your fellow consumers about this company!
Posted by At Your Service on 2012-12-21:
This is one reason I'm not a big fan of warranty protection through a 3rd party. This is when you'll see more issues.

If a warranty on a purchase is important, consider buying from someone who offers their own warranty coverage.
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Bob's Furniture Guardsman Warranty worthless
Posted by Jasonrobharper on 09/20/2012
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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Guardsman Valspar Warranty - Trickery, Dishonest, Rude, SCAMMERS
Posted by Bouldergirl on 10/30/2009
October 2009

The Guardsman Warranty product is a scam sold as a premium product - to do your homework, just Google. You'll be shocked by the number of complaints with the same underlying theme.

I filed a service request on a Monday for an incident that damaged a very expensive piece of furniture the day before. They are denying because they say I waited one month to report the incident. The kicker is that they called my home and spoke with my husband - who had no knowledge of me filing the service request nor what I'd written on the form. They asked him a leading question under the pretense of verifying some information on the form he'd never seen. His reply was "I guess so." Which they are now using to deny the claim saying that "your husband verified that you took 1 month to report the damage."

They say that they have proof in the recorded conversation with my husband. When I asked to hear or see a transcript of the recorded call, the supervisor said I'd have to hire an attorney and go through their legal department. When I offered to get my lawyer to do just that, they replied that "once you say the word 'lawyer', we don't have to speak to you any more."

It is obvious that they are trained to use trickery. The Guardsman service reps and supervisor I spoke with were consistently & commonly rude, abrasive & argumentative from the start even though I was professional & reasonable during the conversation. If you want to get your blood pressure up quickly, call them. If you are really a glutton for punishment, buy the warranty ... and then try to use it! I wish I'd "googled" them before buying.

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Posted by Anonymous on 2009-10-30:
That's why you should threaten to call a lawyer if you really aren't going to do so. He's right, once you said that they would expect a call from your lawyer and will no longer discuss anything with you.
Posted by JR in Orlando on 2009-10-30:
Your husband is an adult of average intellegence, isn't he? Guardsman could hardly mislead him. The furniture was damaged on Sunday, Monday you filed a claim, later they called him. Why does he need to see the claim form to tell the truth? Didn't he know that an incident occurred damaging the furniture in his house? Seems pretty clear to me an honest person, when asked, would answer "no it occurred recently, yesterday, whatever" or "I don't know." Or is he just a liar who backs up whatever you say so that when Guardian indicated to him that you had said it happened a month ago, he said "I guess so." Is that the kind of misleading you are talking about?
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Follow Up To My Previous Post From 3-7-13
Posted by Crayola48 on 03/08/2013
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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Posted by 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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