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.
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.
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.
GRAND RAPIDS, MICHIGAN -- I wish I would have looked them up before buying the insurance. We have purchased insurance in the past on other furniture from another company and actually used it and didn't have a problem. This place is such a sham! Really? Who has the time to respond in 5 days?
I wrote and complained yesterday and said that I didn't want the insurance anymore and I wanted a refund. Can't have that either! You must cancel in most states in 20 day, in 20 days how would I know that I wanted my money back because they are so bad? I wouldn't have any interaction with them by then. In addition, the process to report it takes so long and you have to do a report for each damage to each piece so if there are 2 items damaged in the same piece you have to process 2 reports. You also have to have photos so it took me 1 1/2 hours to fill out the reports for them to tell us nope! Then they also said nope as easy as pie to getting our money back! Bad business!!!
GRAND RAPIDS, MI -- SCAMMERS! SCAMMERS! SCAMMERS! SCAMMERS! First of all, visit the Grand Rapids, MI Better Business Bureau (BBB) and "enjoy" the 956 COMPLAINTS AGAINST THEM! This means, THEY DON'T CARE! They will do everything they can to confuse you on the claims process to "cheat" you of the timeline!
My idea? I will research every single furniture store that offer their Protection Plan Services and I will "inform, educate and WARN" customers on those companies' websites and review boards. Once these furniture companies learn they can't sale this protection plan package to their customers, they will simply dump them for someone less toxic!! Sounds like a plan? Join me!