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!!!
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.
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.
ROCHESTER, NEW YORK -- We bought a soft from Bassett Furniture. We were extremely pleased with the sofa. It was exactly what we ordered. However, we did take out an extended warranty on the sofa. On December 21, 2014, a child had an accident on one of the sofa cushions. We called Guardsman (who covers the extended warranty), and were told someone would come out and inspect the furniture (even after sending pictures). They came, and said that someone would come to clean the sofa for us.
Late January, someone did show up. He cleaned the sofa cushion HOWEVER, we splattered some of the cleaner on the second cushion leaving spots all over it. He spilled some cleaner on the decking portion and left a huge stain. We were told to wait a day until it dried. We did .... now the two cushions are streaked with white and the decking is still soiled from them. We called again... another gentleman came out and said that we will have to have the two cushions and the decking replaced. This was in February. Now we are told that Guardsman does not have anyone to replace decking and will NOW order the cushion covers.
It is now March 20, 2015 with no resolution. Guardsman said it will be another 4-6 weeks before we will get new cushions. And did not know what they were going to do about the decking. They are extremely slow to respond or act upon any issues. CAUTION: before taking out this warranty, make sure who you are dealing with. Guardsman is not a good choice unless you are willing to wait 6 months for a resolution to a problem that THEY created.
EDMONTON, CALIFORNIA -- We have purchased leather furniture with Guardsman. SCAM warranty. The dust covers are pulling apart and the couch cushions are torn apart from using the recliner. We had a service man in today to repair dust cover but won't repair cushion. He also told us the cushion is not repairable even if it was covered under our extended warranty. After calling Guardsman they said the warranty only covers an incident that was caused by human error like burns or cutting furniture. The dust cover is torn by using the recliner but they will warranty that but not the cushions.
Trying to deal with furniture store and warranty no answers. The store told us that if we bought name brand furniture they might have been able to help, nobody will cover warranty. Dealt with hauling to garbage dump and buying once again new furniture. Watch out anyone that is purchasing GUARDSMAN GOLD PLAN, they do not cover what you are paying for.