• Report: #1103669

Complaint Review: Guardsman Service Protection

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  • Submitted: Mon, December 02, 2013
  • Updated: Mon, December 02, 2013

  • Reported By: jack sprat — California
Guardsman Service Protection
PO Box 88010 Grand Rapids, Michigan USA

Guardsman Service Protection Denied claim Grand Rapids Michigan

*UPDATE EX-employee responds: Comment and Suggestion

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Guardsman never provided warranty paperwork, they will not allow changes on a claim, and they use assumptions to determine claims. I called Guardsman warranty on Oct 25th to file a claim for damage I had just noticed that day. I was instructed to fill out an online form, upload pictures, and mail in a signed form. When I filed out the paperwork I made a mistake and filled out the paperwork using the dates of when I thought I purchased the furniture, rather than inputting the damage dates. Guardsman denied my claim for 2 reasons: "Bunk Bed-Bottom Bunk - Dent - The required reporting time-frame for the stain or damage has not been met under the terms of the protection plan. Bunk Bed-Bottom Bunk -Gouge - The required reporting time-frame for the stain or damage has not been met under the terms of the protection plan. Bunk Bed-Top Bunk - Dent - The required reporting timeframe for the stain or damage has not been met under the terms of the protection plan. Bunk Bed-Top Bunk - Gouge - The required reporting timeframe for the stain or damage has not been met under the terms of the protection plan." When I received their decision I immediately called and explained my mistake to them, so they opened a ticket and told me they would review it and get back to me. I received a call a few days later and was told my claim was still denied because they could not change the dates I put on my claim and because the damage looked like it occurred over a period of time and wasn't just one incident. I explained to them that I honestly had no idea when the damage occurred and I had called the very same day that I noticed the damage. They said it didn't matter and they were going by the evidence, which were the pictures I sent to them. I told them that from my view standing in front of the bed there is No Way to see the damage. The reason I noticed the damage is because I had to go on the top bunk to change the batteries in the smoke detector, otherwise I Never go on the top bunk. Therefore, there was no way to know exactly when the damage occurred because it's not like my kids would come and tell me about the damage. With all this information, they still denied my claim. Guardsman is going by their own opinion rather than what I am telling them as their reason for denying my claim. I asked them if they could prove that this was more than one incident and they just kept telling me "well that's what it looks like according to the pictures." I told them there is no way to prove whether or not this occurred in one day, multiple days, or even months, but they are going with what works better for them, without any evidence. I also told them that I never received warranty information in the mail from the company with directions on filing a claim, if I would have been able to read this before submitting the claim maybe I could have been informed on their procedures. They told me they were sending out anther package and I have yet to receive it (I spoke with them on Nov 8th). I paid $99.97 for a supposed full 5-year warranty and yet am being denied use of the claim for reasons that benefit the company and not the customer.


This report was posted on Ripoff Report on 12/02/2013 01:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Guardsman-Service-Protection/Grand-Rapids-Michigan-49518/Guardsman-Service-Protection-Denied-claim-Grand-Rapids-Michigan-1103669. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Comment and Suggestion

AUTHOR: Anon - ()

 I used to work for Guardsman for many years. I can fully appreciate your frustration and know firsthand that your experience is very common. I think someone should have listened and given you the benefit of the doubt and serviced your request.   That form states on it "date damage occurred" which trips alot of people up because sometimes they just find it and make a guess as to when it occurred. It would be more straightforward if the form just asked when you noticed it.  They require photos to submit anything online, and more often than not, use the photos to deny the claim.   There is an appeal process.  However the reps are not allowed to volunteer that information to you. They can only give it out if you ask.   You can send a letter and any documents to "Executive Committee" at the PO Box address where you mailed the form.  If you explain everything that happened since you filed your request, there is a chance they will overturn the denial and service your furniture.  You could also request a refund of your plan in the letter. They may stay with the denial and may also tell you they can't refund your plan except under plan  terms.  Not true, they break the plan terms all the time when it suits them.  If they still refuse, a BBB complaint might convince them to do a refund just to have it resolved in the BBB items.  It's worth a shot.  Good luck with whatever you decide to do.

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