My wife and I bought a Guardsman Elite 5 Year Furniture Protection Plan from Linder's Furniture for our dining room table. Unfortunately our dining room table sustained water damage which resulted in bubbling of the wood.
We contacted Guardsman for a service request as indicated to us from Linder's Furniture. Guardsman emailed us a service request form which we filled out to the best of our knowledge. My wife filled out the form and wasn't specific on the details. She stated that we were unsure of how the wood got damaged but that it looked like the wood had become bubbled from moisture.
As indicated to us from Joyce (ext. 7455) at Guardsman, we answer all questions completely and returned the Service Request Form, a copy of the sales receipt from the furniture retailer showing the purchase of the furniture and the Guardsman Furniture Protection Plan via postal service to Guardsman on May 11th 21009. Weeks later, we received a letter dated July 20th 2009 that they were unable to service our request because the damage reported on our furniture is not covered under the terms of the protection plan. We were completely baffled by the response. The damage sustained to our table definitely did fall under what is covered in the protection plan.
According to the protection plan for wood and other hard surface furniture the following is covered:
1. Any food or beverage stain
2. Any liquid mark or ring.
3. Checking, cracking, bubbling, or peeling of finish from a single incident.
As indicated directly from their protection plan, we are surely covered for the damaged sustained to the table. We even asked Guardsman to send out a professional to check the damager for us. However they said no, and denied our claim without looking at a photo, or sending a professional to see it.
We are thoroughly disappointed with the service we experienced and even called the service center to speak with a representative. We spoke to a woman named Sher Smit (ext. 7431), who was rude to us by insinuating that we were lying about the damage and denying our claim without any evidence or second opinion.
All we want is for a professional from Guardsman to evaluate the damage and fix/replace the damaged area of the wood. We paid extra for this service plan and thought that our table was covered for such damage. We love our dining room table and keep it in pristine condition. It's heartbreaking that it sustained water damage and bubbled. It's even more heartbreaking that the service protection plan we bought will not stay true to their agreement. It seems to us that they are ripping people off and stealing their money. I would not recommend anyone to work with Guardsman. The company seems like a scam to me. They clearly do not believe in customer service or even doing what is true and right. They owe it to us to review and fix the damage. BUYERS BEWARE OF THIS SCAM.
Huntington Beach, California