GRAND RAPIDS, MICHIGAN -- I purchased $7000 worth of furniture from Ashley 14 months ago along with the Guardsman protection plan ($500). I recently discovered places where the finish was raised or bubbling. My claim was denied because I did not have a specific incident that caused it. They claim they only cover accidental damage with specific causes. This was a total waste of money!
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.
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.
I purchased a Guardsman furniture protection plan at Nebraska Furniture Mart when I bought my leather sectional about a year ago. When doing so I also received my service agreement from Guardsman. When I went to file a claim with them when my couch was cut by a box cutter it took them two weeks for a guy to come out and fix my couch. But instead of fixing it he just took pictures of it and left.
Two weeks later I received a very vague email from the company that my claim was denied because the damage was from wear and tear. However, it is very obviously a cut. When I tried to call the company regarding my denied claim they kept on avoiding letting me talk to a manager about it and when I finally did the manager said that the cut has to go all the way through into the stuffing of the couch in order for them to cover it.
This is not stated on their service agreement at all. "What is covered: any puncture, cut, tear, or rip from a specific incident or caused by a defective furniture mechanism." That is quoted directly from their service agreement. The company has absolutely no customer service and if you look up all of the complaints on the bbb they respond to all of them but never resolve a single one.
The only reason the company is still accredited from the bbb is because they have been in business since 1915 and always respond to complaints. However they never resolve them. That is directly why the bbb has given them the grade they have and the bbb actually tells you that! Those are the only reasons they are still accredited! This business has been in the business of scamming people since 1915! Just do me a favor google: "Guardsman reviews" and read the reviews from a site that is not the Guardsman site. This company is absolutely awful.
GRAND RAPIDS, MICHIGAN -- My claim was denied for reasons best known to them. When I called them to ask about why the claim was denied, their representative (**) told me that it is not covered under the "not covered part" of the contract. I read her the contract and pointed out that a tear is clearly covered in the "what is covered" part of the contract and that is precisely what the issue at hand was. At this point the representative ** started being rude and questioning if I knew how to read??? Great Customer Service... Did not know I was supposed to send my transcripts along with my claim?
Anyhow at this point not wanting to waste my breath and indulge a rude and belligerent person I asked her to please connect me to her supervisor or anyone else who can help me. She got ruder at this point and hung up the phone. So much for Customer Service if that's what they call it (go figure!)
I called again and this time did not want to waste my time and asked for a supervisor to talk to straight away and lo and behold was connected to her voice mail. So I left a message. Surprise I get a call a few days later at 8 am as I am driving to work. Seriously who calls you at 8 am???
Unfortunately, I could not get to the phone in time and this time get a message from Guardsman representative ** from the company saying that my claim has been denied and no reason given again. Surprise!!! Moral of the story, STAY AWAY FROM ALL THINGS GUARDSMAN. They may have gotten away with my money this time, but NEVER AGAIN. PS: Did I tell you they just lost a bigger order for my office/business which I am proud to say I cancelled with no hesitation. I do wish them all the best though, they will need it.
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.