We purchased a leather sectional 4 years ago. Along with the couch we purchased a protection plan from Guardsman. The salesman at Bobs stated at the time that if anything happened within 5 years, Guardsman would fix it. We have two children and decided this would be a good deal. While cleaning the couch, several rips in the seams as well as a big rip were discovered. My husband called them and was told they would e-mail a form, complete it and return it and they would contact us. They had us put the rips on a diagram. A man contacted us and scheduled a time to come. He came, looked at the couch, went to his van and made a call. He returned with a camera, took pictures and told us that what we had were manufacturers defects and Guardsman want pictures. We would be notified. We received a letter stating that our claim was denied and to check our plan, that our plan does not cover this stain/damage reported. It did not say why nor was the letter specific at all. My husband went to Bob's, they said no problem, they would send a tech out to repair. A week later a tech came out, looked at the rips and said it was Guardsman responsibility and refused to repair and contacted customer service. Customer service contacted Guardsman who stated that they reason we were denied was because we could say how it happened. We were not specific! After reviewing our plan, it does not say we had to be specific. Their letter certainly wasn't specific. Now that they have pictures, we are not able to try to have these repairs fixed because once your denied, there is no appeal. We could have lied, but we didn't and choose not to. Bobs refuses to assist even though they miss-represented the plan. We have not finished with them, but I wanted people to know while I'm so angry, don't buy Bob's! If you do, don't but the plan.
Paula
Ipswich, Massachusetts
U.S.A.