Report: #1114480

Complaint Review: Guardsman

  • Submitted: Fri, January 10, 2014
  • Updated: Fri, January 10, 2014
  • Reported By: antonia — winter haven Florida
  • Guardsman
    240 Front Ave SW
    Grand Rapids, Michigan

Show customers why they should trust your business over your competitors...

I purchased the elite 5 year protection plan from guardsman in feb 2010 when I purchased my couches from ashleys furniture seemed like a good plan covered a lot of damages and stains....little did I know how they would rip me off! I paid $150 which may not seem like a lot to some people but I expect if I pay to receive the service I pay for...I tried contacting them the first time about 6 months after having it for some stains and they suggested me to buy some type of cleaner for it...I never followed up and here recently contacted them sent them pictures and everything and they said they would send a technician out to clean the stains...7 days passed no one came out

so I called today for them to tell me they cannot come out because its "accumulate stains".  So he was telling me that I was suppose to call him each and every time there was a stain which let me remind u is not an easy process... this is straight BS! so then I told him one of the stains was recent and just happened he stated they would not clean any of it because of all the other stains...this is Ludacris!!!! and sounds ridiculous just some way they don't have to come out and do the service!!! DO NOT PURCHASE THIS PLAN OR ANY PLAN FROM THIS COMPANY!!!!!!

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#1 Author of original report


AUTHOR: antonia - ()

Wow thanks that information was very helpful and not downgrading I appreciate ur help and ur honesty 

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#2 UPDATE EX-employee responds

What you can do

AUTHOR: Anon - ()

I used to work for Guardsman, for a long time actually.  You are one hundred percent correct about how time consuming and difficult the process is to make a claim and/or to reach a rep who will listen and be able to help you.   More often than not they don't call back, you have to call them to find out the status on your claim.  The good news is they do service requests and they do replace parts and sometimes the whole piece of furniture.  The bad news is, the process is very long and frustrating, and they will find any and every reason to deny your claim when possible.  What I would recommend you do is have your furniture professionally steam cleaned.  Take photos after it dries and save your invoice from the cleaning.  As soon as you get a spill or stain, call them immediately to get a form. Keep track of the date you saw the stain and the date you called. (FYI, your plan covers food, beverage, bodily fluids, pen ink, nail polish and nail polish remover.  No other stains covered).  When you send in the form, send a copy of the cleaning invoice and pics showing the former stains cleaned. They will most likely ask for one or both of these before servicing your request.   If the stain is covered by plan, reported in 5 days, and you got furniture cleaned removing old stains, they will have to service it.   Your plan is good until the date it was delivered in 2015.   Your Elite plan also extends the manufacturer's warranty on frames, springs, and mechanisms.  If these break and you call Guardsman in 5 days, they will service. If it can't be repaired, they will issue a store credit for the amount you paid for the piece. If your furniture is fabric and they couldn't remove the stain, that fabric is most likely not available, in which case they would offer you a choice of a cash settlement or a reselection credit at the store where you purchased.  Hopefully this information helps you get some benefit from your plan in the future.  Good luck!

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#3 Author of original report


AUTHOR: antonia - ()

I understand the terms of the warranty BUT the warranty does say they cover beverage stains so even if they didn't clean it all they COULD clean the one specific spot but refused to do so

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#4 General Comment


AUTHOR: Tyg - ()

 Or they are holding to the terms of your warrenty. Do not expect them to do more for you then the terms of your warrenty state. You were not ripped off, your situation is not covered under the warrenty. Go rent a rug doctor and remove the stains yourself.

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