Guardsman - Page 3

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1.3 out of 5, based on 38 ratings and
64 reviews & complaints.

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Terrible Customer Service, Does Not Honor Warranty
Posted by on
Rating: 1/51
UNKNOWN (US) -- Bottom line, they will not come out and clean the couch for any reason. despite the fact that their web site paints a utopian scenario where this warranty seems worth purchasing (http://www.guardsman.com/en/furniture_services/protection/). I urge you not to spend a dime with this company.


Here is what I wrote in my feedback on their site:

The claims I have made for the service have been almost fully denied. outside of the customer service representative being totally out of line, the warranty I have purchased is also not being fulfilled. You are 'denying' the body oil and dirt stains on the couch and chaise lounge, when the warranty verbiage on your own web site states "Human and pet bodily fluids" explicitly. Clearly your customer support team has not been trained to provide any level of actual customer service, and does not care about what they are doing to the (per internet reviews) strongly declining reputation of Guardsman. I will be reporting this issue to the Better Business Bureau due to the blatant breech of this warranty. I also plan to make rounds on several web sites to highly discourage anyone from being coerced into this scam of a warranty (which will be easy by simply writing up my terrible experience). I will also be contacting Ashley Furniture to make sure they are aware of the illicit business practices of Guardsman.

Please refer to your web site for a full understanding of the false coverage of the warranty: http://www.guardsman.com/en/furniture_services/protection/
     
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Old Timer on 2013-09-04:
Guardsman knows how to collect money and deny any and all claims. What they fail to do is honor their own contracts. Guardsman are a bunch of crooks with a license to steal peoples hard earned money.

By getting the word out on them is the only way to shut them down or possibly change their thieving ways.

Guardsman's only COG's is the people and phones they have to deny every claim filed.
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Fraud of a Warranty Product
Posted by on
Rating: 1/51
FRESNO -- I have been trying to get the company Guardsman Furniture Protection Plan to cover my sectional sofa that I purchased a 5 year warranty on. I contacted them, I went on their website and tried to file my complaint to get my sofa fixed. I tried to upload pictures as they requested. But their site would not work. I contacted them after trying several different times. I contacted the store LifeStyle Furniture in Fresno to get help, and was given the run a round over and over.

Finally being denied due to them saying " I did not report my damages within the 5 day period" This is bull crap! I have contacted them and I see that they have an A rating on the BBB but interestingly they have 702 complaints against them for warranty and service issues. Go figure. How the heck do you get an A rating with that many complaints? This is fraud, the company LifeStyle Furniture and others furniture companies are selling Guardsman warranties, knowing they will not ever fix or repair the damaged product.

I want my money back for the piece of crap couch and for the money I paid to have the lifetime warranty they sold me.
     
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False Promises With 5 Year Rug Protection Plan.
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- When we purchased our area oriental rug, we also purchased a Guardsman cleaning warranty that was supposed to get any and all stains out or they would replace your rug. Every time Guardsman came out to clean a spot they would leave a discoloration on the rug which I was told would fade. Not only did the stain not fade, every additional dog stain in the same spots made the stains worse. The cycle continued with additional staining and additional cleaning attempts that left a mark.

Now Guardsman is telling me that the stains are left for too long as they are only required to clean spots that occur and are reported within 5 days of the stain. The warranty is totally bogus and a rip off. DO NOT BUY A GUARDSMAN WARRANTY!!! IT IS A RIPOFF!
     
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ok4now on 2013-06-14:
Could the cause be the additional dog stains in the same spot left untreated?
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Terrible Customer Service
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- Their process to file a complaint is terribly customer unfriendly. They recently denied my service request because I was a few days outside their window to mail the hard copy forms. Their process is that 1) you have to call, 2) go online to upload photos and fill out forms and then after they issue a claim number, meaning that they received the request electronically, 3) you have to mail all those forms. Thanks to the postal service they received my forms a few days outside their window. This is after I purchased 2 Guardsman 5 year gold plans. What really upsets me and is a sign of a unethical company is that when I called to dispute the rejection I couldn't go past the $8.00 / hr customer service representative Has anyone ever heard of the ability of escalating an issue and actually talking to a person who has the authority to DO RIGHT BY THE CUSTOMER.
     
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1timepayme on 2014-06-04:
Just went threw the same deal. I spent 200 dollars for a guy to come out and clean a pillow of a full sectional and sofa set 1 time and now can't get him back unless i fill out a form that will be mailed to me and have to be mailed back while I have URINE on my Sofa thats almost 10 business days its going to soak in. And I believe Guardsman know that there a rip off and I can imagine especially with these other reviews.
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Furniture Protection That Never Works
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Rating: 1/51
ATLANTA, GEORGIA -- 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.

NEVER BUY ANY GUARDSMAN PRODUCT, THEY ARE SIMPLY CHEATS.
     
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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!
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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Repaired Leather Couch --- Repaired With No Problems.
Posted by on
Rating: 5/51
COLUMBUS, OHIO -- With all the negative reviews I was very worried my repair was going to be a nightmare. But it was the exact opposite. I made sure my claim was in within 5 days of the incident and followed the instructions Guardsman sent to me.

They scheduled a technician to come out promptly. The tech was actually a sub contractor. "Robs Custom Upholstery" was the company that actually did the service. The owner of the company was also the repairman. He was very nice and professional.

The repair was completed in about an hour and it looks fantastic. He completely removed permanent ink stains from my leather couch and cleaned area matched the rest of the couch nicely.

Did I get lucky? I don't know. But I do know that the warranty I bought was honored and repairs were completed to my satisfaction.
     
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Worst Service, Waste of Money
Posted by on
Rating: 1/51
HIGHLAND, CALIFORNIA -- Don’t bother wasting your time. We have been waiting for months as well, no one calls you back... when you call it’s like you’re bugging them and how dare you be upset with their customer service. Then they provide you with inaccurate information.. Say a part is being mailed and then 2 weeks later say actually we don’t make the part..,. Why don’t you know this prior to calling the customer and giving them more run around? Then they want to replace one section of my sectional with a new piece… which won’t match the rest of the sectional.

Now I have a huge sectional which I paid thousands of dollars for, bought a warranty which was pricey as well and I end up with a mismatched thrift store looking sectional in my home….
     
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NEVER AGAIN
Posted by on
Rating: 1/51
NEW YORK -- This review comes after my second attempt to cash in on a 5 year policy that "covers it all" (thanks Bobs Discount Furniture) and fail. The first was a tear on my couch due to my animal scratching it (which I let slide off my back because it seemed understandable, even though Bobs put this protection out like it was the platinum protection plan on the market, since it was my animals fault). This time we have 1 of the "leather" couch cushions literally peeling.. like the "leather" peeled off. So I thought this is not right, sent out my claim, and received no response. What I did have to do was call, wait on hold, then be told it was denied because they aren't a manufacturer warranty, but will help with any other accidental issue. I told them I was extremely happy I wasted my money on them, and on Bobs furniture, and hung up before I said some other choice words.

     
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Alain on 2012-05-12:
Bob's isn't the only company to use Guardsman as a third party warranty company. The advantage to Bob's, as you found out, is that they can pass along any problem with the product to Guardsman and shirk any responsibility for faults and failures. Guardsman can then deny your claim. It's a very convenient way to avoid helping the customer. Thank you for warning your fellow consumers about your poor experience with both of these companies.
Bob Cares on 2012-05-16:
OP,
I'd like to see what we can due to help out with this situation. Please send an email to Bobcares@mybobs.com and I'll be in touch shortly...Thanks, Eric.
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Don't buy their insurance-Totally misleading!
Posted by on
Rating: 1/51
ILLINOIS -- I bought Guardsman plan for an area rug because in the contract said that they would cover body fluids, and since I have a dog I thought you could be helpful.
Back in December 2011, my dog peed on the rug. I dried up the up and called for service. A week or so later a technician came to clean the rug. When I got home at night the rug was still wet and I couldn't smell the pee yet. But as soon as the rug got dry the smell came back. I contacted Guardsman for a new service since they didn't do it right the first time. They told me that the odor is not covered and they cannot do anything about, even though they came the first time. Result, I just lost all the money I paid for that crappy insurance and now I have to pay to have my rug cleaned.
NOT WORTH IT! And when they are trying to convince you to buy they give you the impression that if they cannot fix the problem they will replace. NOT TRUE!
     
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BigAl on 2012-03-30:
You bought dog pee insurance? Stop and think for a minute what you are asking this company to do. Since the odor of dog urine cannot be removed do you expect them to replace your carpet every time your dog pees on it?
km91 on 2012-03-30:
The contract said that they cover dog pee, and the person selling it to me made me believe that if that happened they would take care of it by cleaning it, otherwise if the damage was unrepairable they would replace. I am not asking them to replace the rug, but to have a better technician clean my rug. I have had my carpets cleaned before and I know they can do a good job of pretty much eliminating the odor. And NO I don't expect them to replace my rug every time the dog pees, which is clear in the contract that is not covered, but this was a one time thing, and we have placed the rug in a room that the dog cannot get in.
clutzycook on 2012-03-30:
Best bet would be to use a brush to brush in some baking soda, wait a few hours and then vacuum it up. There are also enzyme odor removers that work well. I've tried many of them on some of my cats' messes when they've been naughty. They do a pretty decent job.
madconsumer on 2012-03-30:
very helpful comment clutzycook!!
BigAl on 2012-03-30:
Clutzycook> Yes some of the products sold for this problem do a decent job but smell is such a subjective sense that no warranty can be made to completely eliminate it. The OP feels that dog pee protection to include odor is in his contract. I do not think he is being untruthful and he may have even been misled by a salesman but I do not think it is in his warranty. That being said I never purchase these type of fabric warranties because I feel they are of limited value compared to the price of this service.
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Damage!
Posted by on
Rating: 1/51
When Guardsman finally agreed to send a repair person he arrived armed with not much of anything with which to clean the stain. On fact, he asked me for dish washing liquid. After trying to remove the stain, he couldn't get it out. To make matters worse, he faded the fabric but worst of all, he put a hole in the arm of the love seat. Would they make good on the damage? Absolutely not! Even after taking my complaint to the BBB, they refused to do anything at all except refund the amount I paid for the protection plan. Yes, the contract says they will refund if they cannot repair, but shouldn't they make good on further damage done by their technician? Well, they did nothing. I hope this will save someone else from losing money like I did.
     
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smart1 on 2012-05-21:
The service technician that serviced your furniture is insured and he would be the one to pay for the damage he did to your furniture.
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