FARMINGVILLE, NEW YORK -- Daughter's bedpost ornament broke off, they are refusing to replace or repair bed. Bought 5 yr contract... their contracts are worthless. BBB has over 1000 complaints filed against them, how they are still in business is beyond me! I'm writing to Consumer Affairs so they can shut them down.
GRAND RAPIDS, MICHIGAN -- Put in a claim on broken recliner and they wouldn't honor warranty since it was past 30 days from claim. They didn't care why it wasn't done. They are the worst company I have ever dealt with. I would not recommend that this company be used for warranty. When buying furniture first find out who the warranty is through, if told Guardsman do not buy from that company.
MISSISSAUGA -- We purchased a leather sofa at Sears Canada for 6K and salesperson talked us into buying the Guardsman Protection since sofa was expensive. He said covers stains, covers structural damage etc. We purchased, contacted Guardsman a few months ago because the sofa is sagging in places after 3 years and has stains. They said no to everything. Stains - don't know what it is not covered. Structure - because of use over time - not covered etc. They would cover nothing. The Guardsman is a ripoff company. Do not buy their plan. It is a huge scam.
GRANDRAPIDS, MICHIGAN -- Major scam. Spent 22 minutes on the phone. They emailed me a form to print out, mail in, wait 30 days and they will get back to you...maybe. It's horrible. I can't go back to undo the purchase, but hopefully my warning will prevent others from being scammed. DON'T BUY THIS SCAM PRODUCT!!!
CHARLOTTE, NORTH CAROLINA -- My dog had a urine incident on my couch. I was going in for major surgery and had to schedule a cleaning for the following week. This company refused to clean my fabric cushions since I put water and vinegar on the stain. Technician staff was very rude and didn't even attempt to clean during house visit. Also the plan does not cover the actual foam cushions just the cover. Very very bad experience. Save your $350.
HAWTHORNE, CALIFORNIA -- I purchased a 5 year warranty plan and they did not honor at all. The chair I purchased deteriorated over time and the leather started to split. After going back and forth with the Claims Department I gave up. DO NOT purchase any plans from this company as that is just money down the drain.
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.
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!!!
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.