I contacted Guardsman in the summer with a claim. My kids had spilled a drink and the color completely was removed from the leather sofas. This is the second time this had happened. The first time they sent someone out and the woman did an amazing job. This time however, the first person I talked to told me to just send pictures and the claim since they had my invoices on file. I complied. A week and a half later some guy left me a voicemail letting me know they could not dispatch my claim until I sent the invoice. He then said he had no idea why the girl told me they had it on file, because they didn't.
Fast forward several months and I finally find the original receipt. Excited to get this addressed I called Guardsman again - the woman said she had no idea what I was talking about because she was looking at my invoice in her system. She transferred me to my claims representative - I left a voicemail. She left a voicemail back stating it was not covered because cracking and peeling of the leather is not covered. I called back and they said the same thing. When I explained that this type of thing was handled a previous time and it was the same thing, the guy starts telling me "look I can submit it again, but there is no way you are going to get this covered. It isn't in the plan."
I argued stains and damage from them are covered. He said they aren't and back and forth we went. I think the plan price is a percentage of what you paid. We purchased high-end furniture and the plan for me was not cheap (upward of $500), but worth it considering I have two little kids. :) This time around they were just plain HORRIBLE. Save your money and buy some furniture covered. :) It saves you from feeling completely ripped off. NEVER AGAIN WILL I BUY GUARDSMAN!!!
GRAND RAPIDS, MICHIGAN -- They denied claim because they say paper work was not submitted in a timely fashion. So they say they have no obligation to stand up to their warranty. Purchased Guardsman warranty from Gardner-White Furniture on 5/19/09. The framework in the chairs I purchased on 5/19/2009 began to break and crack. I called Gardner-White and the said to contact Guardsman Service Center. I contacted service center on 9/23/13 in which they promptly sent me a email to file claim. The email text body said you have two methods to complete form, electronically or by mail. The suggest in bold to complete electronically for fastest service.
I completed and returned form to their exact specification on 10/28/13 to exact specification. I heard nothing from them so I emails on 10/25/13 and never received return response. I called and spoke to representative and he informed me that a hard copy has to be mailed and submitted with electronic claim. The representative then sent me email a new set of forms on 12/23/13. I completed the forms on 12/25/13 and mailed to the Guardsman address in Grand Rapids Michigan. I received an email on 1/14/14 stating that they received my claim.
I received a call today from Montgomery stating that they would not be honoring warranty because it was not submitted in a timely fashion. When I asked to talk to a supervisor I talked to ** who also said claims were not submitted in a timely fashion and they would not honor their warranty. I said I had saved all emails documenting communication. She told me that did not matter because they did not have any record of them. No I am stuck with a warranty I paid for and a company that won't honor it. As a result I have 6 chairs that have broken frame work and are not usable.
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.
I have bought eight couches through Gardiner's Furniture, and they offer damage coverage via Guardsman. Never made one claim. Then one of the back pillows tore off the rest of the couch, and we submitted a claim. It took hours to format the pictures correctly, lots of paperwork, time on the phone with them. They rejected it, saying we had waited too long to report it.
We had stated that the damage happened two weeks ago (we were not even sure, none of our kids would admit to it). I called the resolution department and got some idiot empty head who kept repeating that we had filled out the paperwork and signed it and it is too late to change anything. They are horrible thieves and I will never ever use them again!
JOHNS CREEK, GEORGIA -- DO NOT BUY INSURANCE FROM THIS CO, they will not honor it. I bought furniture from Ashley Furniture, got the insurance. I filed a claim May 7th, filled out the paperwork, took pictures, etc then I got a call that my dad died and everything sorta stopped for me. I had to fly out of the country for the funeral, etc. When I returned I called the company and lady said "Send it in anyway."
I did and got an email saying "The request has not been processed and is not eligible for service because the required time frame for returning the service request form, sales receipt, and/or copy of the plan was not met." I called and explained the situation, I can supply death certificate, etc. All I got was "sorry" and I am unable to resubmit claim. I am very upset! Do not waste your money with this company. Very dishonorable.
GRAND RAPIDS, MICHIGAN -- Our two dining chairs were broken accidentally, so I called Guardsman and sent them pictures of broken chair. On March 7, someone from Guardsman called me and asked the reason for broke chairs. I said it don't know when it happened and exact reason. Based on my statement without listening or giving me chance, representative told me that "this is not accidental damage so your claim is declined."
I asked how to do know that this is not accidental damage. The person told me that I have told him. I argued with person that I told that I do not know the exact time and reason. It might be my kids broken it. Person was not ready to accept my any reason and was so rude and do not want talk to me. I guess at last he hang up on me. I feel person was rude and unprofessional. I have spoken to manager also regarding this and Guardsman had assumed that this is not accidental damage and not defect also.
My question to Guardsman as this is not manufacturing defect then how chair has broken itself. Manager has some funny reason to support claim for this logic. If chairs are broken it should be covered, it does not matter who broke it, when it was broken. I do not have video camera at home to record events how was chair broken, what time it was broken, who broke it. It is broken and Guardsman needs to cover under accidental warranty.
BRANDON, FLORIDA -- A complete scam! I purchased a policy for all my furniture and the one time I need to use it my claim gets denied. The leather is peeling as well as the finish on my table. After a month waiting for a reply, they told me peeling is not covered on the sofa, and the peeling on the table is also being denied because I didn't see it happen. It's obvious they deny every claim to avoid standing behind their pathetic scam of a policy!! From what I'm reading online, this is their common practice. Unfortunately, I trusted the furniture company and its recommendation of purchasing this policy. It's obvious both Ashley Furniture and Guardsman are in this scam together.
MISSION VIEJO, CALIFORNIA -- We bought all house furniture from Ashley and they sold us GUARDSMAN Protect Plan. Beware... this is CHEAP company and their policies are CHEAP as well. We file a ticket with GUARDSMAN 9/20/13 and we have to run to hospital for deliver premature baby. Our baby will be in NICU for 90 days till end of December. With all this changes and hospital was 2 hrs drive one way from our house, we missed 30 days window to send some paperwork. We explained all medical history, but management don't care. As per GUARDSMAN policy, since we missed 30 days window, GUARDSMAN rejected our claim. Such a horrible company. Lessons Learned:
PLOVER, WISCONSIN -- I had a five year warranty with one year left. The seat broke somewhere underneath. I called Guardsman and they said they can't help, it would have to be an accident. I'm sure I did not do anything with it. I sent all the papers and pictures and still no help. I called the store where I got the warranty and the couch. They said they would send a man out to look at it. I have to pay $70.00 for a service call, plus have the man come again to fix it. I will not buy anything from this or any other store that uses Guardsman Insurance.
CHARLESTON, SOUTH CAROLINA -- Please be aware that this company (GUARDSMAN) scams you and the retailer into buying a mattress cover with the purchase of your mattress. When you do buy one you are told you will receive 3 over a 10 year period. When you ask for a replacement cover after about 3 years they refuse to give you one and say it does not meet their plan requirements even though you paid for 3 covers. Their customer service department is the worst and I will never buy products from this company again. The forms they make you complete are a joke and are a waste of time. Do yourself a favor and stay clear of this company unless you like grief.