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Don't Buy Guardsman Protection Plans!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- Do not buy the Guardsman Protection Plan! Dishonest, valueless company! This is from the letter I sent them: I have tried to use the protection plan on two separate occasions to have some stains removed from my sofa and loveseat. Before I go into details of why my claims were denied, I'd like to point out that today, after receiving the denial for the second claim, I called Guardsman and discovered that I should have received a protection plan from Guardsman within 14 days of my furniture being delivered. I never received this.

The information I was given was a trifold pamphlet with a phone number on it. This is the only information I was given to submit a claim. I was not aware that there was a protection plan that detailed the submission and claim process and guidelines. The pamphlet describes “Guardsman Fabric Complete Furniture Plans cover the accidental stains and damage of a life well-lived. When you need us, we'll send an expert technician to restore your fabric furniture to a look you'll love a long, long time.” And under covered stains and damage, it lists “any household stains”, which I assume covers accidental food and beverage spills.

When I found the first stains, I called the number listed on the brochure to begin the claim process. They sent in the mail a form as well as a packet of stain remover. There were no instructions given. I assumed that I was supposed to try and remove the stains myself with the solution and then submit the form if I still needed someone to help remove the stains. I was not happy about this, as I didn't pay for a plan just to have someone send me stain remover each time I wanted to submit a claim.

Finally, after thinking about the situation and being frustrated for some time, I decided to call Guardsman again and express my frustration. I was told that I didn't need to clean the stains myself and to go ahead and submit the completed form. No one told me I had 30 days from the time I originally called to send back the form. I returned the completed form, but was sent a denial due to the fact that it had been past the 30 days. I called again, expressing my frustration for not knowing the process and was told I could not resubmit my claim and there was nothing I could do.

The second time I submitted a claim, I had several stains that needed to be cleaned. Knowing the time restrictions this time and now knowing that I could submit the claim online, I quickly submitted the claims, including detailed pictures. Again, I received a denial stating that the stains were from general use and would not be covered. When calling Guardsman, I was told that I needed to address each stain individually on the claim form, at the time I noticed the stain.

Again, I was told I could not resubmit the claims correctly and there was nothing I could do. As I'm sure you would agree, with five children, sometimes stains occur and you don't immediately notice them. So I submitted in my claim several stains at once. In short, they don't give you all of the necessary instructions and guidelines to properly submit your claim and then deny it when it isn't submitted correctly.

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Deny Your Claim Without Even Reviewing the Damage
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- We purchased a furniture protections plan via Nebraska Furniture Mart as the sales reps sold it as they will pay for any issues you have with the furniture. Guardsman will in fact NOT pay as they have a complete list of "Gotcha Clauses" and they denied our claim even without even looking at the pictures.

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Total Sham!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLOVER, SOUTH CAROLINA -- The only reason I am giving them ONE star is that ZERO is not an option. I purchased an identical sofa on 10-15-15 that my mother had purchased six months prior. We both purchased Guardsman Gold Plan. After we hosted a neighborhood party, I noticed food/beverage stains on the sofa. I completed and submitted a claim online form. When I mentioned this to my mother, she mentioned that she too would like to complete a claim as her pet sitter had allowed her dog to sit on the sofa, which caused stains. I helped her complete and submit her form. We were both pleased when we received a prompt phone call from "Alec" the local representative.

We independently (& ironically) scheduled our appointments with him on the same Friday. We did NOT tell him that we were mother-daughter or that we were both using his services. She called me when he departed her house (presumably headed for my house) to tell me that she received wonderful service. Alec and his wife cleaned her sofa & that it looked great. I was optimistic. When he arrived at my house, he immediately began taking pictures of the stains on my sofa saying that he would need to get approval from Guardsman before he could do anything further. When I asked what was the difference between my claim and that of my mother (& gave him her name,) his wife and he exchanged an "Oh Crap!" look!

As other folks have mentioned in their reviews, the customer service representatives are rude and unhelpful--and in the "escalation department," one must sit on hold for at least 20 minutes. When I asked for a supervisor for an explanation of what made my mother's claim valid and mine denied, I sent to voicemail. I left two VM requesting that they call me on my mobile (which was also listed as the best number to reach me on my form.) I received 2 VM back, both on my HOME phone. My next step is to make an appointment with the manager of my local Haverty's store to explain the situation and ask him/her to contact Guardsman for an explanation.

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Waste of Money Don't Buy There Protection Plan!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAWRENCEVILLE -- As a customer it's very disappointing when you buy a plan to cover your furniture for any type of accidents including stains. When you buy the furniture they tell you that plan covers stains or normal wear and tear. My case is stains, we celebrate my husband birthday with a cake. I have small children and obviously some cake were to get in the chair. I called to schedule a cleaning for the 4 chairs. They send a technician, a young man early 20's no clue what he was doing, he told me that due to the color of the stain chocolate he didn't want to clean them. Cause he was scared the stain would spread out so he was gonna contact Guardsman.

Couple of days passed and I didn't hear from them so I called to see what was gonna happened. First lady answer phone was courteous and she needed to transfer me to another department. Second lady with an attitude obviously the one who has to tell you that there's nothing they can do. Cause Guardsman has decided not to cover my cleaning due to the multiple stains on the chair. Multiple yes, 4 chairs so what does Guardsman protection covers then, if it's food stains.

So can with the attitude she didn't gave me a proper solution. Just told me that Guardsman wasn't gonna clean them and if she could help me with something else. Hello no, I paid $299.99 for a warranty that its not gonna covers stains. In their fact sheet they even have that they cover bleach stain on fabric. Ohh and of course all food and beverage. But can't clean stains from a cake. Well then what do they cover???

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Do Not Buy A Warranty From This Company!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- Bought my living room furniture at Ashley's two years ago. The sales person sold us the warranty and said it covered everything. There is an obvious cut in one of the seats on the loveseat. The claim was denied stating it was a manufacturer defect. The technician came out for a claim on the sofa (which was also denied based on wear and tear) and while he was there he looked at the loveseat and said "clearly this isn't a manufacturer defect".

I probably spent a total of 6 HOURS TOTAL HOLDING ON THE PHONE with this company to correct this - transferred and hold, and transferred and hold, and transferred and hold. This has been going on for two weeks now and still no clarification, just another email saying it is declined. TERRIBLE COMPANY TO DEAL WITH. Not even worth it!!! I'll be going to the Better Business as well and I will leave bad reviews somewhere every day that I have to look at this crap!!!

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Disappointing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- I have purchase multiple pieces of furniture from Nebraska Furniture Mart with the Guardsman's Gold Warranty. On EVERY claim Guardsman denied, even though these warranties cover accidental damage.
On my buffet from normal use the clasp that holds the door closed was broken. Claim was denied because warranty does not cover clasps.
On my dining room arm chairs, the arms have become disconnected from the chair. Claim denied because the don't cover loose joints.
Finally on my leather couch, which is not all leather. The underside that is vinyl has been flaking and cracking. The leather has been discolored. This claim has been accepted, but rather than replace the entire couch they sent coverings that don't match each other let alone the existing pieces. My only option was to replace non-matching covering or close the claim.

DO NOT BUY A WARRANTY FROM THIS COMPANY. THEY WILL FIND A WAY TO DENY YOUR CLAIM FOR ONE REASON OR ANOTHER. IF THEY CAN'T DENY, THEY WILL DO THE BARE MINIMUM TO FIX AND IT WON'T BE RIGHT.

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The Most Unethical Ripoff Company Imaginable
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

J&JP FUNDING CORP., CALIFORNIA -- Guardsman is absolutely and without question the worst, most unethical company I have ever had the displeasure of dealing with. If you are lucky enough to get into and navigate the claims process, you will find that your claim will be denied if it is not filed within five days after the problem occurred. So, if you file a claim on the sixth day, it will be denied. Moreover, if new damage occurs after your first claim is denied that is unrelated to the denied claim, your claim for the new damage will be denied because your earlier claim was denied. In other words, after a claim is denied, all future claims are denied.

All I can say is Guardsman is an unethical, money-grubbing business that should be prosecuted for fraud. Giving money to Guardsman is like burning money in your fireplace. It is my individual, personal, subjective belief that I was ripped off by this company. Therefore, it is my individual, personal, subjective opinion and belief, that the company is incompetent, dishonest, and/or unethical. The foregoing review solely provides my individual, personal, subjective opinions, beliefs, and interpretations. Any individuals who may view this review, or any part thereof, should examine the facts and issues for themselves and form their own individual, personal opinions, beliefs, and interpretations.

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Don't Waste Your Money - Fradulent
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SARASOTA, FLORIDA -- My complaint is the same as everyone else. Bought a recliner from Havertys and mistakenly bought this rip off protection plan. Mechanism broke after 2 years on this $1200 chair they could not repair because they no longer make this mechanism but still manufacture the exact same chair. So since I bought the chair on sale they won't replace it with the same chair and they won't repair so we are out of luck. So now we have to go out and spend money on a new chair when the one we have is in excellent shape other than the broken mechanism. I am contacting BBB and the State Attorney's Office here in Florida. This company should not be allowed to do business in any state.

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Recliner Foot Rest Repair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CEDAR RAPIDS, MICHIGAN -- I had my fantastic experience with these fly by night individuals on 10-07-15 and I see they are still at it. We purchased an expensive recliner from an exclusive furniture store in New Orleans on 9-26-12. The Guardsman Gold 5 year protection plan was purchased with the chair (GSRF **).

On 08-01-15 Staples began to protrude through the leather of the footrest. The Staples continued to move and were reported to Guardsman on 09-07-15. I was refused repair service because the date the defect was first noticed and the date reported exceeded the time span allowed by Guardsman. Things went downhill from here. Guardsman also refused to refund the remainder of the premium once I requested policy cancellation.

The furniture store, Hurwitz Mintz, also refused to step in and assist. Needless to say I no longer do business with either. The recliner is a high quality $2200.00 piece of furniture. The furniture manufacturer, Motioncraft, was contacted and repaired the defect free of charge. I still do business with Motioncraft by Sherrill and consider them to be a very high quality business.

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Scam Warranty Product
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GRAND RAPIDS, MICHIGAN -- I bought the Guardsman 10-year warranty with my new mattress from a reputable retailer (The Bay in Canada). Part of the warranty is to provide mattress covers when they need replacement. Mine developed a split and I went through the process of filling out their extensive claim form, mailed it, and uploaded photos. That was in July of last year. In August, I received an email confirming request of my claim.

Four months later I still hadn't heard anything so I filled out an online form to follow up and simply got an email telling me to call the service center. I did and after being put on hold for 15 minutes spoke to someone who said that they'd follow up and call me back. A week later, I hadn't heard anything. I called again (another 15 minutes on hold) and was again told that they would follow up and get back to me.

I asked to speak to someone who could resolve this and I was transferred to a mailbox that was full, and the option to be transferred to someone else was notified me that there wasn't anyone available. This is far more time and mind space than I want to spend on a mattress cover but I'm guessing that's what they're banking on so that they don't have to make good on satisfying claims. Their business model seems to hinge on making it so inconvenient to file a claim that no one bothers. I can imagine that this applies to replacing the furniture, too. The warranty sounds like good peace of mind but it's worthless unless they actually honour the insurance they sold you. Instead, it's just aggravating to feel like you've been scammed.

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Guardsman Rating:
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1.1 out of 5, based on 161 ratings and
187 reviews & complaints.
Contact Information:
Guardsman
4999 36th St SE
Grand Rapids, MI 49512-2005
800-516-0195 (ph)
www.guardsman.com
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