Thursday, January 06, 2011

Things To Avoid: Guardsman Furniture Insurance

We bought a bunch of furniture from Domain 3 years ago.  Though I normally avoid extended warranties and insurance - especially for stuff like this - one of the pieces was a light-colored upholstered sofa.  We didn't want to have some type of protective chemical applied to any of the furniture so we were going to decline the protection plan.  But the beauty of the Guardsman plan, or so we thought, was that it insured the furniture for 5 years against accidental breakage and even damage inflicted by youngers without applying any products to the furniture.  It's just a financial protection plan.  We paid $99 to insure the 4 pieces of furniture we bought.

We had a feeling the kids might mar the sofa in some way - and they did.  A red marker stain now stretches about 4 feet across the sofa.  It took a few days to track down the policy information and figure out the procedure for filing a claim with Guardsman.

I called them to report the damage about a week or two after it occurred.  While I was going through the hassle, I thought I'd get them to repair the back of an upholstered leather chair that was coming loose.  When I called they took down all my information and then E-mailed me claim forms.

One of the requirements spelled out on the claim forms was to submit a copy of the sales receipt showing we purchased the Guardsman protection.  I was hoping they'd have our information on file already but no such luck.  If we couldn't produce the sales receipt we'd be denied coverage.

Fortunately after much searching I was able to track down the sales receipt.  I filled out the forms, faxed them in, and waited.  A couple weeks later they left a message saying they needed some additional information.  I called back and they told me they were denying the claim because I took too long after the damage occurred before filing the claim.  They said their policy is that claims need to be filed within 5 days of when the damage occurs.

When I filled out the forms they asked when the damage occurred.  I arbitrarily said December 1st, not realizing it would be the information they'd use as justification for denying my claim.  The thing is - the loose back on the upholstered chair was a gradually occurring condition that didn't have a definitive date.  I told the claim agent I thought it was a ridiculously tight time frame to report a claim.  She said it was important to have a tight time frame because they didn't want stains to set before they sent a repair technician out to the house.  If that's true - why does it take 3 weeks to go through a claims process?  And what sense does that make in the context of damaged furniture having nothing to do with stain removal?

I think it's just one of many ways they deny claims based on technicalities.

The only thing that annoys me more than the aggressive sale of extended warranties and insurance plans is when the companies behind them make it difficult to file a claim then deny claims for minor technicalities.

I spoke to two agents, the second being Kristen, employee ID number 7001.  She seemed entirely too comfortable rejecting a claim outright for such a minor technicality, as if she did it all day.  I've filed a complaint with the Massachusetts Consumer Affairs Division of Insurance, and I wrote this blog.

With that, Guardsman, you're dead to me.  It's not the end of the world that our stupid furniture has some damage, but we paid you money to insure it and you failed to live up to your end of the bargain.  You know your operation is a sham.  I hope you go out of business soon.

77 comments:

Anonymous said...

as long as you file within 5 days the claim will not be denied, as simple as that, if you read the instruction it's in there

Robert Dwyer said...

@Anonymous - spoken like a Guardsman representative. The insurance is a scam and you know it.

Anonymous said...

8-24-11 / Ok, so here we are. We purchased an entire bedroom set from Ashley (6k) and also purchased the Guardsman coverage ($300) because of the $$ involved. So I notice the drawers on several of the pieces have broken. The plastic pieces that hold the drawer in place deteriorated and fractured. I called Guardsman and explained to the Rep that several drawers were involved in several pieces. I went through the same claim process as others described with the exception I told her it was the dresser and chest with multiple broken drawers. They sent me one claim form. I wrote on my one claim form the dresser and chest and circled the picture that looks like a dresser and or chest (There is only one picture to circle that looks like a dresser or chest). Three weeks later a guy shows up takes a couple of pictures and says he will be in touch, (he didn’t bring any parts) but that I need to call back and report the other pieces with the broken drawers and need to file each claim for each piece before he does anything. By the way, he only came out to check on the dresser and had no repair work order for the chest which was also on the claim form. So I did call back, (that day) and in two to three weeks a girl calls and says, the claims have been denied because the second set of claim forms went past 5 days. It went past 5 days because the first Rep failed to explain that individual items needed to be filed out with separate claim forms and failed to send me separate claim forms (she only sent one). And what happened with the first claim that was within the 5 days, well I don’t know about that, and the fact that I originally wrote Chest and Dresser on the claim form, must not matter. Now I’m waiting on another phone call while they review my complaint. I figure it will be another 3 weeks before I hear from anybody at Guardsman. What a waste of money and time Guardsman was. This is a poor excuse for a protection plan and it’s mired in legal mumbo-jumbo. We will see how the complaint goes and I will write back with a follow-up on the final deal and give Guardsman an opportunity to make good on this plan.

Anonymous said...

The Guardsman claim process is ridiculously convoluted and painful involving snailmail, e-mail, and multiple phonecalls. It seems designed to put off all but the most determined.

They will do everything and anything to wriggle out of accepting a claim.

Debra Mennins said...

Having a very pushy salesman just shove an insurance and warranty plan into my face is a real turn off. This is the reason why I don't rely on warranties and such because I'm very careful with my possesions. I usually put a 5 year lifespan to anything and if it passes that, all well and good. But if it fails, then I know I have a small amount saved up to replace the item.
Conveyancing in Sydney CBD selling a property

Professional indemnity insurance explained said...

Everyone would agree that insurance nowadays is a necessity

PDF Tutorial said...

They will do everything and anything to wriggle out of accepting a claim.

Lena Harris said...

I'm sorry to hear your story Bob. Sometimes, insurance companies tend to forget their purpose of doing business. I also bought a furniture design Australia before, bought a similar insurance from a certain company. To cut the story short, I experienced the same as you did.

Anonymous said...

Agree 100%.

These guys are a 100% scam. There should be a class action lawsuit to shut them down.

We've been trying for weeks to get an answer on a claim from a broken spring in a 12 month old $4500 sofa.

Now they want a picture (of what? the popping sound?) and our policy and number aren't enough.. They want a copy of the reciept to..

SCAM ARTISTS !

NY'erFTW said...

I've had this EXACT same problem!! I'm hoping that by posting this it bumps this up on Google's Search engine hits for Guardsman furniture Claim scams.
A few months ago my son broke a drawer on our end table, and I immediately took a photo of the crack and called it into Guardsman. I also had some other stains and damages from previous incidences, but they had been so minor I didn't think of filing a claim on them. The rep on the phone took down all my info and the details of each claim, stating I can file a claim on all of them (!!). Finally, he said he would send out a claim form for each piece of furniture. After filling out the major claim (the cracked drawer) I started on the smaller claims, which took 3x as long because they were all different pieces of furniture. Much like the Mr. Dwyer's experience, for the minor ones I put an arbitrary date, the beginning of the month I was claiming. 3 weeks later, I get a call saying they need photos of the furniture, including whole furniture shots and closeups. I take the photos and email everything in. After ANOTHER 2 weeks, I get a voicemail stating that all my claims, except for the cracked drawer, was denied! After returning their voicemail to find out WHY my claim was denied, I was told because it was filed OUTSIDE THE 5 DAY TIME FRAME. Seriously!? The rep on the phone NEVER said it was "un-claimable", and after all the filing , picture taking, and photocopying, it took them 5 weeks to get back to me? If it was outside the time frame, why didn't the ORIGINAL REP tell me? Why did the 2nd rep call me to email in photos!? I wouldn't have wasted my time and stamps on filing all the minor ones in the first place!
To boot, the rep had the nerve to say, "Well, the one claim that we are processing through is the cracked drawer, which we are paying a repair service person to come to your home to assess and fix." PAYING?? I paid for your damn insurance policy, you ain't paying for anything!

So I asked this time: "Hypothetically, if I had a stain or damage, any damage, lets say even an old one, I'd could take a picture immediately, and file immediately, and enter in Today's date for best results?" Of course, I got the scripted "You have 5 days to file the claim from the time of the original damage" answer.
So Ladies and Gentleman, the lesson here is: set the arbitrary date to Today's date (no matter when it happened) when you file a claim, and, seemingly, it won't get denied. I'm done getting scammed!

Anonymous said...

Avoid this company at all costs. I purchased 2 sofas from Havertys for our media room. They are leather reclining sofas. We noticed that the top of the sofa was separating from the back. I don't know if this was accidental or the material. I put in a claim as soon as I noticed it. I took pictures uploaded them, etc...I got a letter several days later saying it was not covered under my plan. The salesman who explained the plan to me said everything was covered. This was not considered accidental so they won't cover it. So, basically if I took a knife to the sofa it would be fixed but since it was not accidental they won't fix it. I have a call into Havertys right now. The sofa is a little over a year old and they only guarantee their products for 1 year. I won't be purchasing any furniture from them or buying another plan from Guardian ever again!

CLB said...

This company is a fraudulent entity set up to extract money from hard working people for services they never intend on providing. I urge all people that have to deal with this company and all of their nonsense to begin documenting every single incident. I bought furniture from Bob's Furniture in New York, the furniture became damaged and I did everything I was supposed to do including but not limited to filing the claim within the appropriate time frame and still was denied. I spoke to several representatives from the manufacturer and guess what, they now are utilizing a new insurance company because they have received a lot of complaints from customers regarding Guardsman insurance. Further, you can also file suit in civil court and if you do not live in the same state that this company is in you have the right to file suit in federal court, you just have to make sure your case meets the requirements for federal court. The problem with companies like this is that customers/clients never follow the law in seeking damages for breaching contracts, fraud and or restitution for the actions of the company that scammed them. Not to mention the fact that the company you bought the furniture from is more than likely aware of the problems with insurance companies like this one. They have hundreds of thousands of customers and I am sure you are not and will not be the first or the last one to have an issue with the insurance company. I personally am not going to stand for this nonsense and I will do whatever is necessary in righting this wrong and I hope and pray that some of you will have the courage and conviction to let this insurance company know that you are not going to take this nonsense from them. Good luck to all of you and God bless all. P.S. I will be back to post my actions, those of the company and the results if at all possible.

CLB said...

This is CLB again on Guardsman Furniture, there is another site where you can posts your feelings and comments regarding this horrific company. Check out the following address link:

http://guardsman.pissedconsumer.com/

Anonymous said...

I Have the same furniture plan, a leather chair was ripped near the arm I filed that claim, filled out the form sent it back, they called and said my claim was rejected because it was a manufacturing problem which clearly it wasn't. It states plainly in the protection plan that a rip, tear or puncture from one single incident would be covered But clearly they don't follow their own rules. It is a complete rip off and a scam In my opinion and would suggest no one purchase this useless warranty.

Erin said...

I did because I heard of another company requiring the same thing. I have cuts/ rips in my dining room furnitue chair yet they say that's abrasion and they don't cover that even though I was told it covers ANYTHING accidental. So NO they don't!

Julia said...

Thank you for posting about your experience with this company. I had a related experience with Macy's No Worry furniture protection. In that instance our four year old sofa was soiled by our new cat. I called the claim in immediately (so I didn't have the issue of the company denying my claim), but when the contracted furniture repair man came to our home, he simply sprayed some solution on the cushions and left, staying no longer than 15 mins. Now, anyone who has had pets knows that urine stains are very difficult to fully remove. I was skeptical that the stain was fully removed. Then after a few days when it still smelled I called the contractor again. They NEVER returned my calls. I realized very quickly that the so-called "protection plan" I purchased with my sofa, was a scam and found other similar stories on the web.
Here I am again, about to purchase an expensive sofa bed and I am being asked to consider their Guardsman plan. While I was hoping that maybe there is a decent company out there providing this service, I realize after reading this blog and the many comments that it is extremely unlikely. I will save the couple hundred dollars for an actual repair person should I need them in the future.

Anonymous said...

I did absolutely everything right. Guardsman sent out a tech to clean the wine stain in the leather couch and couldn't get it out. Guardsman said they would replace the cushion. Furniture company said they couldn't replace the part(s). Guardsman said they would replace the couch. After 3 years into the service plan, the name of the leather color had changed so Guardsman said they didn't have to replace it because it's not identical. What a scam. They said they'd give us what we paid for it (3 years ago when it was a special sale that the furniture store doesn't have going on within Guardsman's timeline). No way can we replace the couch that matches the identical leather chairs for the sale price three years later. We are now retired and on fixed income. Guardsman is a total failure to their customers. Nowhere in our protection plan does it come close to saying the replacement has to be exact, down to the name of the leather or style of furniture. What manufacture keeps the same names for styles and colors for 3 years and longer? They change for marketing purposes, even when the styles remain the same. You can bet Guardsman banks on that so their scam lives on and they get away with it. They will not see the end of us until we are talking to the president of the company or a head honcho at Valspar, the parent company. We are working our way up the chain of command.

CS said...

OMG, THIS COMPANY IS A COMPLETE SCAM. I PURCHASED THE 5YR GOLD PLAN AND ON YEAR 1 I HAD A MISHAP WHERE A CANDLE ON THE TABLE REACHED A PLASTIC BAG(ALSO ON THE TABLE) AND MELTED IT ONTO THE TABLE. THE HOT PLASTIC CAUSED BURNS ONTO THE TABLE. I FOLLOWED ALL THE PROTOCAL FOR A CLAIM AND THEY DENIED IT BECAUSE "STAINS OR DAMAGE CAUSED BY FIRE, SMOKE, FLOOD OR OTHER NAUTRAL DISASTER!" NOW, MOTHER NATURE CLEARLY HAD NOTHING TO DO WITH THIS MISHAP. WHAT A SCAM!! I AM WITH YOU ANONYMOUS, WHATEVER IT TAKES, THEY WILL NOT GET RID OF ME UNTIL I SPEAK TO THE CEO OF VALSPAR!

Anonymous said...

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 rep 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.

nicole jackson said...

You can check on some of cheap furniture los angeles too. I heard they produce great tables, chairs and other office stuff.

Anonymous said...

I purchased a sofa set 3 years ago from J/C along with a 5 year protection plan from Guardsman. One of my sofas began to start peeling for some reason. So, I called up Guardsman recently to file a claim. The representative took my information and told me someone would contact me to process my claim. A week later, I get a letter from guardsman saying that my claim was denied because I took to long to report the damage since it happened. I dont recall when I told them I noticed the damage but it was pretty recent. This insurance is a SCAM! I will never buy it again and Id rather buy new furniture than to deal with these fraudsters.

Anonymous said...

They are the worst to deal with! A claim of mine was denied because I didn't use the correct verbage when I submitted my claim form. I didn't spell out what spilled on my table and who did it. So they denied it. I have had a problem with every claim that I have put into these people. Something needs to be done. They are ripping people off!!!

Liberty Silvagni said...

It's a good thing that I have taken extra services of the house cleaning perth for stained furniture. At least, it's one less thing to worry about.

Dorothy Rizzo said...

Guardaman Elite Plan is a waste of hard earned money. Shame on them for duping us. Ashley Furniture sold the policy but never said claims needed to be filed within 5 days of delivery. Why would anyone need to pay for a warranty when there is a manufacturers warranty for one year. This stupid 5 year plan they sell is a sham and they should be presecuted!

Anonymous said...

Guardsman sucks!!! Guardsman sucks!!! Guardsman sucks!!! Guardsman sucks!!! Guardsman sucks!!! Guardsman sucks!!! Guardsman sucks!!! To sum up Guardsman sucks!!!

a3Genealogy, Kathleen Brandt said...

Never use Guardsman. We bought a mattress from NFM and purchased the needed pad that was to protect it. Our claim was denied because the water that leaked onto the mattress was from the 2nd floor (leakage). Somehow that particular cause was denied and "not covered" by the policy. Never again. T

Anonymous said...

Just had the unpleasant experience of dealing with Guardsman. They are are HUGE scam.
NEVER PURCHASE ANYTHING FROM THEM!

Trinity said...

Guardsman is a joke. I too had an unpleasant experience dealing with them, they make you feel like a complete idiot when you speak with them over the phone. Save your money and do your homework before purchasing a "Protection Plan" from them. I will NEVER give them another penny of my money!

Allen Moore-Iowa City said...

My wife and I purchased a Coffee and End table along with the protection plan.We know accidents happen and one did.

However, this company, Guardsman Valspar, decided our accident, a chip in the coffee table is from misuse under the terms of their agreement. Any claim can be written off as such even when it is not an accident. Do not purchase this protection. They do not honor their contracts.

We will never purchase another protection plan from this company or any other like it. Hopefully our funiture store will help us out with this complaint because they are the ones who advertise, market and sell the product.

Anonymous said...

Thanks to your post and all these comments, I'm not purchasing this now. You saved me $200. And for that, I thank you.

Anonymous said...

I am so glad I found this web page. I too purchased a $149 policy on my leather sofa and loveseat from Ashley furniture. Just today I see where one of my dogs ripped the back center portion of the leather with their nails. I have not reported it yet and am trying to figure out how to do it and get it in the 5 day time frame. If you call, you have to wait for the forms. If you do it online, you have to upload photos and print a form and send it. It seems like you have to have a strategy to doing this quick and documenting everything and send the form overnight express mail and have them sign for it. I just get this sick feeling like I am not going to get any satisfaction and I haven't even started the process. I know our sales person at Ashley told me, whatever you do, when you file a claim tell them that it happened TODAY! She told me that about 5 times. I just bought a table that is being delivered in two days and I bought the protections for $49 and now I want to cancel it because I feel stupid buying it. furniture is so cheap these days, it is almost like throw away stuff, protection plans are silly and now after reading all these posts I will never buy another plan again!

Anonymous said...

Guess I'm another unfortunate victim of the scamming company. I purchased the protect-a-bed through Nebraska Furniture Mart, which then uses Guardsman, to carry out their warranty of the product. The damage occured on the protect-a-bed in October of 2012, but I was pregnant with serious complications at the time, that I missed my 10 day window to return the service request form back to them to get it replaced. When I finally got settled back in at home after the very early and problematic birth of my son, I called Guardsman to make sure I could still submit the paperwork, to which they agreed I could. Today, I received an email from them denying the request to replace the product due to the service request form not being turned in within the 10 day window of the original damage. So, I called them to explain to them why it took so long and they still said there was nothing they could do. So, I decided to call Nebraska Furniture Mart's furniture department to try to get it replaced or resolved with them. Krista, said NFM could and would not replace it, and also called Guardsman to try to have them resolve the issue with them directly, but they refused. I paid for this service expecting that if I submit the necessary paperwork, that the product would be replaced. I paid for the 3 package of the protect-a-bed knowing that with a 20 year warranty on the bed itself, that I wanted to keep the mattress in tip top shape to prevent damage with life's events that could damage it. I didn't expect to be so poorly treated by NFM and Guardsman on this issue.

The day of the damage, I washed the protect-a-bed as directed but forgot to change the temp on the dryer from high heat to medium heat until minutes later. By then, the damage had been done. A hole was ripped in the fabric and the two layers of fabric came apart, making it no longer able to protect the mattress from stains, etc. When Krista from NFM called Guardsman, they changed the reason they gave me for denying the replacement from missing the 10 day window to submit the service request form to "it improperly being dried." So, they said the warranty was then voided and I was "out of luck." I never received any paperwork stating what was and was not covered for warranty claims either. I have since filed a BBB complaint on them.

prashanth said...

Here is my experience.
I bought furniture from Ashley and sold this guardsman insurance for 5 years. I read all terms and conditions very carefully at that time.

After a year, my coffee table had bubbles and the paint is peeling off. I immediately filed a complain on the second day, clearly stating its from my son bubble liquid.

After few phones calls, and documents mail to them, their technician came to my home 3 weeks later I first complained. By that time, coffee table has more peeled of its paint.

then after a week, I got an email saying, the damage is not covered because it has "Acumulation of damages". I called them again and they routed to so called "Accounting Manager". He was very strong to deny the damage expenses. The reason is simple. Coffee table damage they see are not from one incident, but accumulation of incidents. No matter how much I concince them, he said they will not do anything in this matter.

What shame on them that very legitimate accident also not covered.

They all experience horrible death.

Anonymous said...

$6000 livingroom set bought from havertys n over $400 NON-protection plan for 4 pieces sold to us wiith the assurance that all would be covered. guardsman also denied claim on damage for bogus reasons. only until after a claim was filed were we explained to about what is covered (just a few sentences) n what isnt covered (a few pages front n back) they are rude, unprofessional, a waste of money, n should be avoided even by the reputable businesses that use them. we should classaction guardsman.

JC24 said...

I have had a similar (bad) experience with Guardsman, and I'm on the warpath. I will tell you that I'm very satisfied with Haverty's. They are sending a technician next week to fix the issue with my expensive sectional (even though I am outside of their one year warranty). This is an issue that was denied by Guardsman based on their 5 day submission policy/scam, even though I have 3 1/2 years left on their warranty.
I don't care if it takes me 1 day or 60 days to file a claim, if I am still under the warranty, they need to honor their commitment.

Anonymous said...

DO NOT PURCHASE THE PROTECTION PLAN FROM GUARDSMAN FURNITURE.

I do not know how these people sleep at night.

I can't even go into the ridiculous turmoil I have gone though with this company. I have wasted $99.50 and the price ($1.29.) to mail a manila envelope of my information to file the claim.

THERE IS A REASON THERE ARE 700 COMPLAINTS TO THE BETTER BUSINESS BUREAU (BBB) ON GUARDSMAN FURNITURE, 449 OF WHICH ARE WARRANTY RELATED.

Looks like I get #450! HOORAY!!

The terminology in their brochure is misleading. They say they cover "rips, tears, cuts" but very clearly in another section they do NOT claim "rips, tears, cuts". ABSOLUTELY RIDICULOUS.

DO NOT PURCHASE THE PROTECTION PLAN FROM GUARDSMAN FURNITURE.

If this review helps someone, then my $100 rip-off was not in vain.

Author said...

We ordered two Palliser Swivel/Glider/Recliners w/Ottomans in a custom fabric (greenish brown-not microfiber but soft like that) and they're finally ready for pick-up. I'm trying to decide if I should get this protection plan as I've read some bad reviews online. I'm pretty sure the cost would be 10% of the $2,087 purchase amount=$208 and I THINK it's only for 5 years.

~
office furniture Brisbane

Peter Mollak said...

had terrible experience with them, will not recommend! Supremacy Furniture - Peter M

Kristina Rasmussen said...

A similar story: pricey contract purchased and they refused to honor it. I filed a complaint with the BBB, and Guardsman said they'd refund the cost of the plan "per the agreement." A check for $4.59 came today from Valspar Corporation. I paid hundreds for the service agreement, and they have the audacity to send $4.59.

If you are at a store right now thinking about buying the protection plan, DO NOT DO IT. Put the money you would have spend into a "furniture cleaning/repair fund" in your budget.

Anonymous said...

Guardsman furniture protection plan is a scam. I bought my furniture and was told that the Guardsman plan would cover any issues no matter what it was.....that is until you have the issue and they deny you for whatever they can think of. Even if the blog poster called within the 5 day time frame, they would find another reason. I called them on three different occasions as I had bought an entire house worth of furniture which was covered. Every time they denied the claim. One issue is that there was a tear in my sofa. This was the third claim and I had made sure to look up everything in regards to the issue so as not to be denied as had happened on the other two claims. My coverage said it covered tears, rips, holes. After sending in my pictures they claimed that my damage was a puncture and they did not cover punctures. I asked what is the difference between a puncture and a tear, rip, hole.....but there response was it was a puncture and not covered. It was a tear in the sofa fabric. They are a complete rip-off. Never purchase this insurance, it is a scam!

wobaidi said...

I would like to put together a class action law suit against guardsman. Please email me your contact information if you are willing to support me in this. My email is obaidiw@yahoo.com. I am hoping to obtain an attorney in the next few days. Thank you.

Melissa Peery said...

It is really impossible to over state how awful Guardsman customer service is!! If you can get them to come to your home, they can usually remove the stain but it is amazing how difficult it is to actually convince them to come to your home. Avoid at all costs would be my advice.

Anonymous said...

I too purchased ashley furniture from NFM in Omaha & there is only 1 tech Roger who has an attitude n bossy! He deems spots built up n says they are not covered...BS!!! THEY ARE FROM MY DOG, I HAD TO PAY to print photos, pay to mail them, THEN EMAIL THE SAME pics!!!!! OMG!!!! THEN ROGER COMES & DEEMS OLD. BS!!! THIS PROCESS TOOK A COUPLE WEEKS N I WAS TOLD I HAD 10 DAYS FOR PICS BUT I did same day!!!!! THEY ARE A CROCK!!! I BOUGHT A BISSELL SPOTLIFTER N IT DOES BETTER THAN ROGER N NO BS!!!! I REGERT BUYING THIS BS SCAM OF SO CALLED PROTECTION, I BOUGHT due to my M.S.!!,, THEY ARE SCAMMERS. MAY 1000 RED FIRE ANTS INFEST THEIR ARMPTS & THEIR ARMS TOO SHORT TO REACH...FOR THE GOOD OF ALL!!!!

marianne said...

After Roger contacted corp...I.......Thank you for submitting your service request form(s). We have completed the processing of your request, and we are sorry to advise you that the damage(s) and/or stain(s) that you reported are ineligible for service for the following reason(s):

Loveseat-Duo Recliner - Bodily Fluid - Pet -Soil build-up over time is not covered under the terms of the protection plan. Sofa-Duo Recliner - Bodily Fluid - Pet - Soil build-up over time is not covered under the terms of the protection plan.

If you have any questions regarding the coverage of your protection plan, we welcome you to call Guardsman. We will be happy to help you understand what your plan covers as well as its limitations, and the requirements that must be fulfilled in order to receive service for any future issues you may encounter.

Anonymous said...

We just got screwed by Guardsman furniture protection plan. We placed a tv on a desk a year ago and hadn't touched it. Just a few weeks ago, we replaced the tv with a computer and noticed the desk had been scratched up. I filed a claim stating that I believed the scratches happened when the tv was placed on the desk but we only became aware of it when we moved the tv to put a computer in its place recently. I immediately filed the claim but because I listed the date when the tv was placed on the desk, they denied our claim due to the 5 day period clause. Shame on Jerome's Furnite in San Diego for endorsing them. I will never fall for this scam Guardsman furniture proctection plan again!!

Anonymous said...

If you live in California, please report the complaint to California Department of Consumer Affairs

http://www.dca.ca.gov/online_services/complaints/

http://www.dca.ca.gov/online_services/complaints/complfrm.shtml

Anonymous said...

Hi, quite shocked to read this. I am in the UK and also use Guardsman via DFS. I have spoken to Guardsman UK and they have said that there is 25 days to report any damage, and once it is reported the technician will be in touch within 10 days. I am happy with their service so far.

I will keep you guys posted on my outcome.

If they try to muck me around I will simply set my sofa up during the next bank holiday sale outside the showroom that sold me the cover and shout at everyone who walks past about getting ripped off.

Anonymous said...

I had the exact same experience with Guardsman! It's a SCAM! They will find any excuse not to repair your furniture. In my case I stated a "scrape" versus a "tear" in the leather. I also stated that I didnt know how it happened. Their reasons for denying my claim. The manager was just as rude as the gal that took my call when I was questioning the status of my claim (since they NEVER got back to me with the outcome). I am disgusted that this company preys on people trying to protect their new furniture.

Nicole Lampadarios said...

I submitted a request for the frame on my bed in September and have resubmitted twice since because the first submit they only received the pictures and request but no receipt and when I called to follow up they told me resubmit the paperwork because they did not receive it all. 2nd attempt, I resent all and called them but they didnt receive anything so again I was told to resend the documents. 3rd attempt they received everything and I get an email saying. "We have received your service request form(s) submitted under your Guardsman Protection Plan. The request has not been processed and is not eligible for service because the required timeframe for returning the service request form, sales receipt, and/or copy of the plan was not met as outlined in your terms and conditions document. Sincerely, Guardsman Customer Service Center."
I called to speak to a Supervisor and she refused to put one on the phone and kept repeating that they do not handle the service requests.
I will never purchase furniture from and store that uses Guardsman as their warranty.

Kimberly Jones said...

I also got scamed by they I tried to file a claim because the whole wood fram is broken on the top of my sofa thats only 18 months old I sent all paper work in within the 10 day frame neved heard anything so I called back the sales rep said they never received it so I resubmiited it and whn they did receive it the second time they sent a e-mail stating it was denied because it was past the ten day time frame.....I am very disapointed its not even paid off yet so now Im stuck with paying for a broke sofa

Darla cefolia said...

I bought a warranty also from Olindes. They wouldn't even come out. My couch is still under warranty. Do not buy this extra warranty. It's always an excuse and a rip off!

Anonymous said...

Years after the original posts were posted here, it is sill happened. I just had a claim denied because I put down a date that was not five days before I called. It was 10 days. For that reason they denied the claim. Will not even look into it any further. So I basically wasted $300 on a SCAM. Customer service stinks. Hey just sit there and read from a script.

Anonymous said...

What good is a furniture protection plan???

Furniture purchased from Ashley Furniture Company
Protection Plan from Guardsman, their Elite 5-year Furniture Protection Plan

When we purchased our leather-look living room set, we also bought a protection plan for $269.00. This month, after owning the furniture for 3 years, we noticed some small spots on one arm. We had no idea what they were and where they came from. We wiped them with a damp rag and proceeded to watch them grow in size over the next few days...upon later inspection, we saw they were actually holes in the top layer.
We immediately went online to submit a claim on our protection plan. We filled out the claim form, took pictures of the damaged arm and copied off our sales receipts. Today, we heard from the company that they refused our claim, mainly because we didn't know what caused it!
What should we have done? Lied? Made up a culprit? Or would they have denied it on some other cause?
We called a local upholstery repair shop and someone is on his way out right now...how much this is going to cost us, I will report...
Here, I will add that we are senior citizens, never had children or pets in the house. This home is our winter residence, so we only use it half the year. We keep our home clean and neat. We certainly don't drink anything so toxic that it would eat through leather if we happened to spill some. How the spots got there and why they are growing is still a mystery to us...the largest is now about 3/4 inch wide.There are about 5 holes that size down to 1/2 inch and several tiny spots that haven't become holes, yet.
It appears to us that our so called "Protection Plan" was written up for the "protection" of the issuing company...never again will we be so stupid as to spend good money on such a phony deal. Advice to anyone else faced with the decision to buy a protection plan...DON'T! Just plan to have it fixed if something goes wrong. I will report on the cost to fix the arm and will be surprised if it is over $269!
Okay, the furniture repair guys were here and said it would cost $400 to replace the arm with new leather matching the old. Yikes! That's almost half the cost of the sofa when we bought it. We settled for a new cushion cover with matching leather for a cost of $100.

Anonymous said...

Agreed. Faced similar problem. This company is a shame.

Anonymous said...

Hi i have had many different accounts with Guardsman and have also had the same problem I am on my 4th sofa. I have ataken my complaints about them back to where i bought the sofa's and the company has very graciously replaced each sofa for us the last time they were told by me if you dont take care of this issue i will put a sign on it and put it out in front of your store well I had no problem getting a new sofa you have to get rude and mean about it to the place you bought it from and maybe you all would get some results i dont like doing it but it has worked for me Yes guardsman is a SCAM for the most part 5 days is ridiculous especially if you do not own a compute Hang in ther everyone hit your store that you bought it from and make them feel bad for pushing Guardsman on you

parrot20 said...

I would have to agree with all of the other reviews, this is a scam. They tend to use very restrictive opinions as to what is a cut and what is a tear to avoid paying a claim.

I had a leather section that had a heavy object dropped on the back which caused a rip in the leather. In there opinion this was normal wear and tear and not an accident.

If you buy the protection plan, plan on a long hard fight for every claim. It's just not worth it. It's also ashamed that Valspar would have their name associated with such a company.

Unknown said...

People, SERIOUSLY? I've used them twice on stains to my sofa. I called in time. I did the paperwork. They came out and fixed the stain. I highly doubt it's Guardsman that is messing with you. The salesperson at the store should've explained it. If you have any action to take, it's against the store you made the purchase.

"Anonymous" on 4/14/2014 is on his fourth sofa? Why do you keep buying the protection plan?

NO, I don't work for them.

Anonymous said...

This company has no intention of honoring a warranty .

Here's what I did after they used the phony 3 day clause to file a claim . If you don't notice the damage for about a week like i did your are out of luck .

I spent 30 bucks to file a small court claim against them forcing them to hire a lawyer in my state .

Based on the contract and the fact that I told them in writing the incident happened about 5 days prior to my reporting it , I figured I would lose .

I never bothered to go to court but I sure ran up a legal bill for them that probably cost 1, 000 bucks or so .

I encourage everyone to do the same with these scammers .

Anonymous said...

sometimes people buy crappy crap and insure the crappy crap and are suprised when the crappy crap turns out o be.....crap

Anonymous said...

Thanks for the post guys, i quickly canceled my protection plan after one day....I'm most certain i would be a fool to let same happen to me. Ashley Furniture should think about their costumers and get a better insurance coverage to offer their clients. Raymour and Flanigan might be more expensive but they have better coverage to offer.

Bozo said...

On my second denied claim with Guardsman! What a joke!!!!!

Patti Summerville said...

Yep -- filed a claim 5/31/14 -- now they claim they never got it. You have to complete information online THEN print it out and send it. What a waste of time. Just sent it in again and thought I'd do some checking -- looks like I just need to go buy a new couch. And NOT from Bassett Furniture who sold me this policy. We need to hold the companies who sell it accountable.

Anonymous said...

2014 and they are still a SCAM.
I couldn't think of clearer case of fraud: yes it would be covered but because of the way I described the damage to them it is not !!

Anonymous said...

I am another victim - I'd like to rant and rave about Guardsman too but it seems we also need to hold the furniture stores that are selling this coverage. They HAVE to be aware of all the complaints yet they sell it aggressively and misguide the consumer by not stating all the 'outs'. Bet they get some hefty commissions on it. Guardsman only succeeds bec these guys are selling their coverage. Hold them responsible too.

Anonymous said...

This company is a FRAUD !!! I bought my furniture from Snows in Tulsa 4 years ago, i bought the Guardsman insurance for 100 bucks. I filed a claim but they refuse to fix anything. all lies and mumbo jumbo. This company should be sued. by us all. and the furniture stores selling it should ALSO be sued. this is a SCAM, ripping off customers with lies. Boith parties are guilty.

Anonymous said...

They told me to much damge was caused and no way it happened in a day well it did couch was uncomfrontable so I broke wood inside the couch purposely they refused to fix and I threated a lawsuit within a day had a call saying it will be replaced so fuck them they scam everyone else well I scammed them fuck them

Anonymous said...

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!

Anonymous said...

i missed their phone call by ten minutes and they said i had to reschedule.
wait three months on that appointment.
ashley salesman needs choked.

Anonymous said...

Looks like find an upholstery cleaning company or use accidental damage on your home insurance is the best way to go!

Unknown said...

Thank you for posting this. I have just had the same experience. 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!!!

Anonymous said...

People please read your protection plan policy... Fyi not an insurance either...

Anonymous said...

Read your warranty and follow the instructions people.
Also read what is NOT covered. The plan is very clear if you just READ IT!!

Anonymous said...

I purchased the warranty for all my furniture at Ashley Furniture and actually submitted several issues.... the leather on the couches were pealing the Lazy-boy style chairs mechanism was broken and my fault (dog) chewed a corner of a table. The representative (Shannon) took my statement after receiving all the proper paperwork and took 30 seconds to tell me that all 5 claims were denied for different reasons for all. This company is a total SCAM!!!!!

Kestrel said...

Not sure when this blog went to the TROLLS but I'm going to say that I had a crazy experience, too. Tried to file a claim when my $4000 leather sectional (that we - adults - sit on for 2 hours at night) had the seam between the leather and the fabric underneath the cushion ripped apart. Like 19" kind of rip. It's sort of like a run in pantyhose when it gets going.
They denied it. I asked what they *would have * covered and she said a puncture, tear or cut that was man made. So a 5 year old kid with a fork could on puncture it and it'd be covered? "Yes".

Interestingly enough, a 5 year old dropped a fork and made a puncture wound on my couch last night. I am calling them now and also giving them the name of my lawyer whom I keep on retainer for things like this.

I'll let you know what happened.
HEY, TROLLS. MAYBE I'LL SUE YOU FOR FALSE ADVERTISING.

Anonymous said...

Bought a leather couch, chair and Ottoman. Within a year they were cracking. Guardian sent out a tech who sprayed the area with a dye. Within 3 mos the paint was then peeling. Guardian then said they would no longer cover the Warranty as peeling voided the plan. Really? but the reason it peeled was due to what their tech sprayed on. Store did not help al all even though plan said if they could not fix I would be provided with a like item. Donated the couch. Will never buy a plan from them again

Emil Warncke said...

I'm sorry to say but when working in retail i sold this insurance thinking i was doing my customers a favor. That is one of the reasons i bought coverage from them for some dinning room furniture. We asked the salesman how to take care of the table and he said not to worry about it if something happens your covered. Sure i was covered all right with a lot of BS. Every claim i sent in had a problem and time ran out. They are so sorry but what can they do? If they call me I'll tell their whole crocked company what they can do!
EMIL WARNCKE

Anonymous said...

They are the worst company I have ever dealt with.
Its now my life's work to hurt their business.

Related Posts Plugin for WordPress, Blogger...