Guardsman Consumer Reviews - Page 5

MICHIGAN -- I have made numerous attempts to contact Joyce ** or her office "before submitting comments" to the BBB as it has posted on the BBB site. Have had no response for over a month now. I spoke to a Jill who advised "they (Joyce ** office) said to give it 3 days due to the volume of callbacks". Today makes 3 weeks and no response. My complaint is what is repeated over & over - denial stating didn't meet the deadline. I've used Guardian once & it wasn't nearly this difficult of a process requiring the consumer to provide "proof" before they send someone out. I was living in MI caring for my dad w/ dementia & didn't get all the requirements in.

When I returned to AZ I called and advised to resubmit my claim. After doing all the requirements as directed I received a denied claim stating over 30 days because the "first" contact was over 30 days. VERY frustrated & disappointed about directing me to resubmit the claim, denial and lack of response from the "designated office". As hard as Mor Furniture pushed to purchase the "ELITE" Guardsman warranty, neither have amounted to anything credible. Will return to Pruitt's Furniture where they stand by their product, warranty and have customer service.

GRAND RAPIDS, MICHIGAN -- We purchased Guardsman protection on all of our furniture for our new home. We had two items damaged during the warranty period. One claim was denied outright because we didn't know what caused the stain on the vanity, most likely marker seeping through paper by our 9-year-old daughter playing in her room, but we didn't actually witness it so they denied the claim.

The second claim is a daybed that has broken support slats and the frame board also broke. We filled out the claim paperwork and waited for the response. They sent a technician to review the damage. The technician sent his report to Guardsman. Guardsman offered three remedies. They would pay us to keep the broken item, they would replace it, or they would replace it and we would pay $90 to keep the broken item. We chose to just replace the broken item.

They contacted the retailer and apparently the item is no longer manufactured. All the while, to find out all of this information, I've been calling Guardsman and the retailer several times. On hold for approximately 30 minutes before anyone answers each time. I'm actually on hold right now, 21:55 and counting to let Guardsman know that I spoke to the retailer and know the item is no longer available from the manufacturer.

I have no idea what their option(s) will be to remedy the claim, but this is ridiculous. I will NEVER purchase a Guardsman warranty again. We filed our claim July 7 and it's September 23. We've been without use of the daybed for two and a half months without any idea how much longer it will be. 24:49 and counting BTW.

GRAND RAPIDS, MI -- Zero stars. There is just no option for that. I submitted a claim for my dining room table within days of my noticing the peel/scratch. I received an email back saying it was not covered, because "peeling was not covered." I called them back and read them the plan that I had in front of me. Peeling was covered. The lady put me on a hold for about ten minutes, seemingly looking for a reason to deny my claim. She came back and said that it was because I never put a reason for how it happened. I said that how would I put anything if I didn't see what happened?

I have three kids - should I be standing in front of the table 24/7 to watch every person that sits down at the table? I also asked if I should have just made something up then, would that have been better? No response to that. She then said, "how can we know it actually happened in your house." My reply was "do you think I took the table for a walk and it happened?" This place is a legit ripoff. I already contacted the corporate office of where I bought the furniture and told them of this service. Based on these reviews, I am surprised they are still in business. To make matters worse, I was hung up on! The "manager" kept saying the same thing over and over again and had no defense to what I was saying. She then said, "there is a bad connection."

GRAND RAPIDS, MICHIGAN -- My first claim with Guardsman was handled absolutely beautifully. They were quick to respond; the technician did an awesome job!! Not good on this most recent occasion: I filed a claim for service on a sofa. After not hearing anything for 3 weeks, I called and gave them my Guardsman protection number. They had never received my claim and told me I'd have to submit a new claim. I submitted a new claim. After not hearing back, I called to check on its status. They wanted to schedule service for a period of time that was 3 weeks out--that was "all they had." So I said OK. I didn't figure I had any choice. But the more I thought about it, the more I worried about the stain sitting for so long and becoming permanent.

I called to request a different technician. They seemed amenable to that and said they'd have someone call me. That person never called. I have called Guardsman and because they are unable to answer their phone, I chose to leave a message. It puts me through to their HIRING department. I have called several different numbers for Guardsman today and to no avail. Finally, someone send me an email with the number for the actual technician. I am hoping he or she will be calling me back. But surely they can get their telephone numbers better organized than what they currently have. It's amazing if they are talking to that many people that they are NEVER able to answer their phone--and then no one calls you back.

WHITTIER, CALIFORNIA -- Ok I spent $6000 on new furniture from Ashley's. They offered me Guardsman insurance to cover my furniture for 5 years. It was $399 which I felt I should purchase because my new furniture had 5 motorized recliners and they are expensive if they stop working. Well 4 years in my recliner chair broke. Two days later my recliner on the couch stopped working also. I called Guardsman 10 days later which they emailed me the claim forms to fill out and sent back to them.

10 days later I get a call from them stating they are not covering anything because I waited too long to report to them about the damages. They said I have five days to make a claim after they started giving me troubles. I think I called them 15 days after so they declined my claims. They are a ripoff and their representatives you talk to are rude and don't care about what you have to say. I asked to be connected to the supervisor and she said you can leave him a message. The supervisor's message machine states if you complaining about time restraints there's nothing he is going to do and I never got a callback. It's a scam. Don't buy it. I called Ashley's and they stated there is nothing they can do and they no longer use Guardsman because of these problems happening all the time.

FRISCO, TEXAS -- I purchased Dining table and Couch at Nebraska and they offered me to purchase the gold protection from Guardsman. After couple months I had to call Guardsman for servicing my Couch as there was spill on the Couch. Here comes the claim part. They have this form and that need to filled and you have to MAIL the documents with proof of receipts within in "30 days" (this is more strict than a speeding ticket). In this modern era, they find all possible ways to avoid claims from customers. I am still trying to figure how and why there are 4.8 star reviews when I look up in Google.

After couple weeks of my USPS trip for posting the required documents, I get the call from Guardsman (I gave more attention than Avengers movie release). They have these serial questions and the guy who called me was super rude, unfortunately he was not able to hear me though I had like 4 bar signal. He talked to himself "Cannot hear, Customer hung up the call?" Seriously!! I am still following up on this request. I am not sure who they work for? Why they get paid? This is so rip off and such a waste of money to deal with this service. Tip: Make sure you have full battery and headphones before you call the customer service. They are busy providing service to other customers (???).

Guardsman takes almost two weeks to even acknowledge your complaint. Then the service technician comes to the house and is unable to repair. Two weeks later, after Guardsman did not contact me further, I called them. They are still sitting on the technician's report and haven't even ordered the part they need to hopefully repair my recliner mechanism. I was told it will take up to SIX WEEKS to get the part, so now I'm over one month without a working recliner with at least another month to wait.

So, we don't even know if the part will repair the problem -- hopefully they order the correct part. When and if my recliner is fixed, then the Guardsman phone associate told me that Guardsman will never repair this part again, even though I have three years left on my contract!!! What if the replacement part is a lemon? No warranty on the work they do?

Previous contracts I had with Guardsman on other pieces years ago were pretty good. Don't know if Guardsman have new management, were bought out, just cut down on their staffing to a bare minimum, or just see a cash cow taking peoples' money but not delivering when we need them; but this is an unacceptable wait-time between damage and completion of service (if I ever get parts and repairs -- still waiting). Unacceptable, and will make a complaint to Jennifer Furniture who sold the contract to us when we purchased our recliner. They need to know they are recommending and selling (getting a commission no doubt) a lazy company that does not deliver services.

MASSACHUSETTS -- This company misrepresents its coverage. They fall back on "You need to read what's covered and what isn't." Makeup stains apparently aren't covered (unless it's nail polish), since it is not EXPLICITLY listed under coverage.

They were happy to take my $200 and they won't even look at or try to help with the stain. Unless you plan to spill ONLY food, beverage, nail polish, ballpoint ink, or a human or pet bodily fluid (not including perspiration, hair oil or body oil), you will be out of luck and your money.

"Makeup" is not explicitly listed under "What IS covered. However it is also not explicitly listed under "What is NOT covered." They are savvy and cover themselves by saying what's not covered is: "Any stain or damage not specifically listed under 'What is Covered,' as well as 'Any stain or damage of unknown origin.'" So unless you can predict and witness any possible stain that might occur, you will be denied.

Probably would have been an easy fix for them, but they refuse to even attempt to deal with it. We are buying another piece of furniture, and will NOT be adding Guardsman coverage to it.

They don't really want to help you protect your furniture. They just want to take your money then say NO to helping you.

Reason of review: Poor customer service.
I didn't like: Unwilling to resolve issue, Warranty misleading.

GRAND RAPIDS, MICHIGAN -- Worst customer service experience ever!! @guardsmanfurniturepro Bought a sectional couch from Steinhafles 2.5 years ago with also a 5 year protection plan with Guardman filed a claim a couple weeks ago to get an email today saying they won't cover anything. I called customer service and spoke with Erica which was extremely rude and had such an attitude on the phone with me, and then told me I worded the claim wrong and didn't put human and or pet bodily fluids and now they will not cover it! (I put sweat and discoloration) Then our eat in kitchen table also bought from Steinhafles has wear and tear scratches and they won't cover that either! It's pretty much theft to say that you will cover what was reported only now to saw that you won't cover it! Will NEVER buy a Guardsman warranty ever again biggest waste of money ever spent!

GRAND RAPIDS, MICHIGAN -- The salesman at the furniture store tells you that it will cover everything. Totally not true. In fact I'm not sure if it covers anything. Our couch was sagging after two years and I filed a claim to try to get someone to come out to fix it and they came up with all kinds of excuses why they couldn't and wouldn't cover it.

I gave up and then read through the contract and noticed the frame and springs should be covered so I tried to file a different claim which they denied and came up with all kinds of excuses since it was like the first issue which they wouldn't fix either. They don't want to fix anything. Save the money towards your next furniture purchase. And don't buy Klaussner furniture either... total garbage.