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Guardsman - DO NOT purchase this Scam
Furniture Protection Plan - Complaint
Review by CoachD8 on 2012-12-17
Rating: 
GRAND RAPIDS, MICHIGAN -- Filed a claim following all protocol for such an action according to the steps deemed necessary by Guardian Furniture Protection Plan. Few days after sending in info on needed repairs I received an itinerary for having my recliner fixed. A repairman was sent to fix the footrest of my recliner but was unable to do it as the bar that operates the kick out feature was broken. Repairman said he had to take the part and the handle with him to have Guardian order the part to fix it. Few days later I got this email from Guardian:
" Rather than make a poor quality repair, your claim has been sent back to our administration center for review. We will receive a full report from the technician, including photographs of the damage, shortly. Once we review this report, which should happen over the next several days, we will determine the best course of action to resolve your claim. This may include ordering a replacement part from the manufacturer, or working with your retailer to identify a replacement. However, because parts and replacements are not always available, we may also explore other options with you.
A few more days go by then a representative from Guardsman calls to inform me that all of the sudden, the recliner is not covered. Read the email to him and he still said it was not covered. Spoke to manager and was told the same thing. If it was not covered, which it was, thenI should not have received two correspondences telling me it should have been fixed. They were willing to fix it when they thought it was going to be cheap to do so. Please tell everyone you know in the market for new furniture not to even consider this scam of a protection policy. THey are just like health insurance in that they want their money right then and there and make you jump through hoops to file a claim, but then when it is their turn to reciprocate.....all of the sudden whatever you have/need is not covered.
" Rather than make a poor quality repair, your claim has been sent back to our administration center for review. We will receive a full report from the technician, including photographs of the damage, shortly. Once we review this report, which should happen over the next several days, we will determine the best course of action to resolve your claim. This may include ordering a replacement part from the manufacturer, or working with your retailer to identify a replacement. However, because parts and replacements are not always available, we may also explore other options with you.
A few more days go by then a representative from Guardsman calls to inform me that all of the sudden, the recliner is not covered. Read the email to him and he still said it was not covered. Spoke to manager and was told the same thing. If it was not covered, which it was, thenI should not have received two correspondences telling me it should have been fixed. They were willing to fix it when they thought it was going to be cheap to do so. Please tell everyone you know in the market for new furniture not to even consider this scam of a protection policy. THey are just like health insurance in that they want their money right then and there and make you jump through hoops to file a claim, but then when it is their turn to reciprocate.....all of the sudden whatever you have/need is not covered.
Comments:
Posted by At Your Service on 2012-12-18:
Is it possible that only after reviewing the photos of the damage did they determine the repair wasn't under warranty? That's not to say it shouldn't have been, but far too many people falsely assume because merchandise falls within a warranty's time period, it is under warranty.
Best of luck and thank you for posting. It gives a good opportunity to discuss a somewhat misunderstood issue.
Best of luck and thank you for posting. It gives a good opportunity to discuss a somewhat misunderstood issue.
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