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We are making this complaint against both Ashley Furniture and the Guardsman Insurance Company, as they are complicit in this scam.
Timeline
In October 2009, my wife and I decided we wanted new living room furniture. While we don't use the living room much, as we have a large family room, we felt our old (but very expensive when new) fabric-covered couch, while still nice, was outdated. We saw an ad for Ashley Furniture in nearby Yorba Linda, CA and decided to visit the store to price a matching couch and loveseat.
It was a large store with quite a lot of couches and loveseats in inventory, but almost all of them were leather-covered. When approached by a salesperson, we explained that we had 2 cats and a dog and we were concerned about buying leather furniture from a brand that we have never purchased before (we usually bought furniture at Macy's) because of (1) possible susceptibility to damage and (2) we did not know much about Ashley's products . She, pointed out, the Guardsman point-of-sale material that seemed to be on every table. She explained that if we bought the Guardsman Elite Furniture Protection Plan, our purchases would have “bumper-to-bumper” protection for 5 years; it even covered damage (cuts or urine) from animals. She said if they couldn’t fix any damages, then the furniture would be completely replaced. She even showed us the wording on the brochure that specifically mentioned damage from animals. She also added, “Don't worry, you'll have both Ashley and Guardian behind this product.”
Convinced, we purchase a couch and a loveseat for $1173.25 (including tax) and spent another $129.99 on the “Guardsman Elite Furniture Protection Plan”.
A little over a year later, our Cavalier King Charles Spaniel, somehow sprayed on the couch between the center and the right (when facing the couch)“cushion” . Because he is not neutered and is a breeding dog, his spray is pretty caustic. We discovered this accident about two days after it happened. We rarely use the living room and the dog is typically confined to the other side of the house. When blotting up the spray, some of the color came out of the right “cushion” and within two days, the seam along the right side of the center “cushion” started to crack.
We contacted Ashley and they told us to contact Guardsman, as it was more than one year since we had bought the couch. We contacted Guardsman promptly, within the specified period from when the damage was discovered and they sent out someone who, ostensibly, would repair the couch. The man who came said he couldn’t repair the couch, as the tear was in a seam and since the couch's “cushions” weren't really cushions, but were attached to the couch, it would be difficult to repair. Ironically, this man remembered us as our house is at the top of a hill and he had delivered a very heavy marble dining table to us 20 years earlier! He volunteered to us that Guardsman would do everything it could to avoid paying for repair or replacement.
In subsequent days, the tear in the seam expanded, not only in length, but the cushion itself started splitting in a line ninety degrees from the axis of the seam.
Later, we got a form letter from the Guardsman company denying our claim, giving no reason.
Product Defect
Pressing Ashley, they refused to help, stating that was what we had bought the insurance for and that our efforts should be with Guardsman. Even though we lived less than 5 miles from the Yorba Linda store, they refused to come out and look at the damage. Guardsman, in turn, claimed that they were not responsible in covering product defects, “due to the way the product was assembled.”
This was a total “Catch-22”. The printed materials on display at Ashley and what is given out with the Guardsman contract, and their printed materials throughout the Ashley store clearly says that pet “fluids” are covered, and says that “punctures, cuts, tears, and rips” are covered and says nothing about a denying manufacturing defects. The Guardsman's website even mentions these coverages! (www.guardsman.com/en/furniture/services)
The Ashley-Guardsman Scam
Here is the scam as we see it. Ashley makes inferior products, at least with respect to their leather furniture. Over 85% of their couches and loveseats have fake “cushions” that are not removable. They look like cushions, but to save manufacturing costs, they are part of the body of the couch, with 3 separations in a couch and 1 in a loveseat, that makes it appear to be “cushions”. If they had real cushions, instead of these “Hollywood Fronts” a damaged cushion could be removed, repaired, or replaced. On Ashley's products they can't. I have a leather couch in my home office that is over 15 years old. Its leather is twice as thick as the leather on an Ashley couch.
Once a product is more than a year old, Ashley states that its manufacturer's warranty is void and, in turn, Guardsman says that, even though they are the extended warranty, manufacturer's defects are not covered. So Ashley gets to sell shoddy products. Guardsman gets to sell a worthless policy and the customer is left holding the bag, even though the extended “bumper-to-bumper” warranty, specifically includes damage from pets and pet fluids and mentions nothing about manufacturer's defects. Plus, the salespeople at Ashley emphasize that buying the extended coverage takes the worry out of having leather furniture.
If Guardsman were not the scam that it is, they would have paid for the repair or replacement and then sought to recover their expenses from Ashley Furniture. They have an obvious “agency” relationship. Guardsman promotional materials are to be found on just about any flat furniture surface at an Ashley Store. The Ashley salespeople and the Ashley corporation get a commission from Guardsman, and the customer gets stuck with a couch that is unraveling before my eyes.
Our Demand
As Ashley Furniture's couches are inferior, as they cannot be easily repaired because of their fake cushions and uneven stitching, we expect them to remove the couch and loveseat from our house after refunding to us the full purchase price of the coach and matching loveseat including taxes and delivery charges and refund the money spent on this useless Guardsman Policy scam. The total is $1, 303.24.
They need to act quickly, or I will see to establish a class-action lawsuit against Ashley and Guardsman, both individually and jointly.
Copies of this complaint will be sent to the California State Attorney General's office, the Office of the California Insurance Commissioner and the Federal Trade Commission for investigation into possible R.I.C.O. malfeasance.
DO NOT PURCHASE!a warranty from Ashley furniture. Ashley furniture has horrible warranty services that won’t even honor your warranty after you purchased it. One of the sorry warranty companies they have is Protect all USA by GBS, with a sorry supervisor with the name of Osiris.
I'll join you! Sectional gave out in about a year and a half. Ashley won't fix it. The warranty said it's not covered because it's a seam issue. Can't even sit on that side of the sofa or you hit the floor!
Everyone on this board should do something about it. I was also scammed. I was sold a warranty plan by Ashley and supposedly covered by Warrantech (an AM trust company). Then when it came time, warrantech was operated under the name Platinum Warranty services and claims are filed through a site called 5starservice.net. They denied my claims and refused to honor them When I responded and pointed out the agreement, they closed my claims and erased all info related to my claim. I feel defrauded and I am not going to let this go. This was a scam from the begining.
OMG. I am having the same problem with 5 star idiots
I want to join your suit. They did the same thing to me. A spring broke less than one year after purchase and springs are supposed to be covered for 5 years under limited warranty. They denied claim and reason is "due to customer use". So apparently their furniture is only to look at but not touch. Makes sense since its junk anyways. Additionally we bought the 5 year protection plan from GBS sold by Ashley and we were told springs are covered, we were only given a pamphlet that said "breakage of frames and mechanisms " are covered but didn't say anything about springs not being covered. Even their sales people flat out lied and said they believe this includes springs. Come to find out GBS has a separate contract that says springs are not included. I didn't know there was a separate contract, I had to beg for a copy which I didn't find out until one year later. Oh, and its not even signed by us but yet they are enforcing it. They are flat out crooks. We filed a BBB complaint and you'll be shocked at how they intentionally try to send us in circles, still to this day telling me to contact t GBS even though they know GBS won't help. We sent a demand letter and are preparing to go legal now.
I also want to join Ashley screwed me twice once in Missouri and once in Florida. Ckesterplk@yahoo.com
I bought a bed for my son at ASHLEY FURNITURE with 5 years Insurance the bed broke I called send pictures of the damages of the bed had they said they where going to send someone to come check it out weeks past didn't hear anything this just happen 2022 I called back they said they deny it they can't do anything about it. VERY UPSET! with this insurance ITS A SCAM I won't be coming here again . contact me carmenlcorrales@yahoo.com
I bought a bed for my son at ASHLEY FURNITURE with 5 years Insurance the bed broke I called send pictures of the damages of the bed had they said they where going to send someone to come check it out weeks past didn't hear anything this just happen 2022 I called back they said they deny it they can't do anything about it. VERY UPSET! with this insurance won't be coming here again . contact me carmenlcorrales@yahoo.com
I too fell victim to this. I would love to join your suit.
Gbs is the “warranty” I was sold through Ashley. They have given me the run around since day one. Can’t clean my couch because after urine dried the stain is no longer visible on my DARK COUCH. so basically if you have a dark
Couch and they sell you a warranty, you have been duped my friend.
It’s so much more than that. I made five
Claims and every single one denied for silly reasons or none at all. Ashley says “ they have nothing to do with this company”
Uhhhhhj they are the warranty for a multi million dollar company and you have nothing to do with them?
Ugh so ticked off.
Maeganstrother@yahoo.com
I believe that l may have to join in on this, paying for the protection and not receiving any is a scam. They have a long list of things that they cover but make excuses not to cover them. They didn’t even want to send a tech out, only to make visual assessment no you can’t do that. Honor your words all these insurances take but never want to give. Barimika1@gmail.com total cost $2531.94 Sofa, Ottoman, Loveseat.
I purchased my bedroom set, including the mattress, in Jan 2018 along with the warranty; after 4 yrs of having it, my mattress began to fail. I called Ashley and they will not warranty my mattress because I've moved from the state it was purchased in - what a shame...lawsuit in the making.
I HAVE SAME PROBLEM WITH ASHLEY IN WICHITA KANSAS AND THE INSURANCE COMPANY. Let me know please how to join in this class action lawsuit. they gave me the excat same runaround'
We purchase. 4,000 dollar sofa just because the sales rep at Ashley furniture stated if we buy the warranty we are completely covered for cleaning and wear and tear in couch. 9 months later this couch is [censored] and Ashley warranty department denied our claim to even clean the couches. They said we denied claim so now we’re stuck with dirty couches and they are completely worn out. Don’t shop at Ashley furniture on blossom hill San Jose ca
We purchase. 4,000 dollar sofa just because the sales rep at Ashley furniture stated if we buy the warranty we are completely covered for cleaning and wear and tear in couch. 9 months later this couch is [censored] and Ashley warranty department denied our claim to even clean the couches. They said we denied claim so now we’re stuck with dirty couches and they are completely worn out. Don’t shop at Ashley furniture on blossom hill San Jose ca
I have never been more angry with any other store than Ashley. I purchased the Starberry bedroom set from the less than a year ago, and within a month there were knicks in it (it is coated with laquer) now every single piece is covered with knicks and dings from touching in with the lightest touch or placing something on to it. Do Not But From This Company. For the price I spent, this furniture is way worked than Ikea
What did they say? My kitchen table is the same way. We ordered it a year ago and it took 6 months to deliver. Within a month we had knicks on it just from out anything down on it. We even use placemats. We have to or else it would all be scratched.
Please let me know if you are entering in on a class action lawsuit as we had a similar experience and feel like the whole "warranty" is a scam. We are in TX.
Thank you,
April
Please let me know if you are entering into a lawsuit. I just got off the phone with the third party warranty department (GBS) and similar to your issue they are denying my claim. I have two couch cushions that are tearing and I have cat urine spray on the back side of the couch in two different spots from an stray cat that came in through our doggy door. They are refusing to fix either of these issues! Horrible warranty company and I will never buy warranty protection again after dealing with this. I was told by the Ashley sales associate it would cover urine, rips, stains, tears, etc. The extended warranty for the couch and table was not cheap.
Just tried to have the zippers fixed on two cushions. They said zippers are not covered. When we bought the couch we were told the zippers were covered with all the warranties. We couldn’t even speak with a live person. Everything online. No person. Really horrible. We just receive emails saying that’s not covered. Nothing seems to be covered that is in the pamphlet. We want our money back. I will never do business with Ashley again.
I can believe it. Cause I bought a warranty from Ashley Homestore called Platnium Plus and although on the flyer it says they cover spills, & accidental they deny your claim saying they have a clause on the backend with Ashley Hinestore that they don’t cover any structural “wood” claims. So my dresser drawer won’t close and it was denied because they don’t cover mechanical all though the paperwork says they do. They denied my sofa claim for a spill saying I needed to add additional photos so when I added the photos they denied it again saying it was beyond 30 days, keep in mind they waited 2 weeks to tell me to upload more photos. This place is a SCAM!
What was the resolution of this matter? We are having similar problems.
I am going through a claim now and feel like it will be denied. I live in Manhattan, NYC and have know many lawyers in my network. I will 100% file a law suit …
If you are interested in potentially joining a class action suit against the phony scam, please comment here.
Scott - Definitely interested. I'm in Staten Island, NY - Let me know! (Rettle4@aol.com)
I am!
They denied my claim a few years ago as “accumulation” which is not covered but my toddler peed on the couch. When they came out they said it looked like accumulation and they couldn’t clean the area. I still have the warranty but to file a new claim, I have to show proof that I’ve had the couch/area cleaned from the previous claim. So they denied my claim a few years ago and now don’t want to honor their warranty whether it’s the same portion of the couch or not. Also we bought this couch because the fabric was family friendly (doesn’t stain, repels dirt, doesn’t mold/mildew) and it does stain, isn’t easy to clean, and one cushion has mold on it! (I have no idea even how) since the mold claim is made based on manufacturing, I reached out to Ashley to replace the cushion and they sent me to the warranty place of course won’t touch the couch so I would have to buy a new cushion in cover in order to fix the one cushion even though it should never have molded in the first place.
I also had a similar issue, its a scam.
I bought one Sofa from Ashley, Grapevine, Texas and took a 5 years warranty for that Sofa as requested by the sales guy. Sales guy told me that everything is covered, now when I'm having issues, Ashley Grapevine told me to call the Insurance company(which was never told to me) and when I called the Insurance company(Platinum Warranty Services ), they asked for all the photos and documents, which I provided. Now the insurance company called me and said, they don't cover this. This is not good and I'm feeling cheated.
Scott I'm in Staten Island and would definitely be interested. They are completely blowing me off
Rettle4@aol.com
I am interested in learning more. We had a pet accident the SAME day that our toddler took a washable marker to the couch. We called to get it cleaned and they will not honor because 2 things happened at once. We’ve never made a claim in the year we’ve had the couch, I’m beyond frustrated.
Hello everyone I have the same issue with Ashley Store. $3200 for some sofas that look terrible and they not even a year. I want to join to.
I'd like to jump on this lawsuit. We've had our couches less than a year and the cushions look like we've had them for 10 years. Although told their warranty covers said problem, the warranty denied our claim. I am furious and think we wasted our money. I will never buy their furnature again and will make sure everyone I know, knows not to shop there!
Wow, so many complaints. Our cat ran in the glass deck doors with a rat in it's mouth. We hunted that rat for weeks. Well it moved into our $2700. 2 year old sectional and had babies. Finally trapped all if them but they destroyed my beautiful sectional. I to took out the gold 5 year insurance at the time if purchase. I just filed a claim and i am hoping they stand by what they state. Chewed my cushions in the back ,chewed the linning. Also the zippers on cushions. Irine stains to. I will be so upset if it is not covered. I previously called to inquire about the sectional as it was covered with little libt balls from fabic they used. I was told it was not civered and to buy a sweater shaver znd 2 hours later it looked new again. So much for any help from insurance company.
Same thing we’re going through with a warranty on-site! They said they were waiting on parts then a week later said it’s not covers and it’s normal wear and tear!
I’m in the beginning of my claim process. I’m feeling like I’m going to be here to with the rest of you. Mine is with 5 star service. They are telling me my framing isn’t covered. I bought two sofas from Ashley. I already had one repaired same place the one is broke now. It’s being held up with wood pieces. The other one was within the year warranty of purchase so it was covered. What is the point in purchasing a warranty if they don’t warrant it. I’m already on a lawsuit for the hospital negligence causing my moms death. I won’t hesitate for this.
I’m right there with you. I’m having the same problem with five star service. Do you need a somebody on their lawsuit with you? I’m happy to oblige.
How to get compasated for purchase of Ashley leather couch and 2 recliners leather peeling
I would like to join the lawsuit as well. I’m being denied for my sofa as well and have a 5year warranty. Will never purchase from them again.
My warranty through Ashley Furniture is through 5 Star services and they aren't honoring my warranty either. Things that they did replace before covid they will not anymore. They are rude, if you try talking to a person they refer you to their website and will not help nor discuss your claim with you. I am disgusted at the money I paid them for them to deny any of my claims that are under warranty!
Is there a way to join the lawsuit? Does anyone else have a "worthless" warranty with 5 Star as Well?
I purchased the extra warranty. I bought 10 dining room chairs from Ashley furniture. Was told if I didn't use the warranty I would get it credited back to me. Well, I didn't use it and now they are saying they won't honor the refund in credit. Which is not a big deal except for the fact..I do not like dealing with dishonest businesses.
I do and after waiting 2 months for a response I did get a hold of an idiot that tells me my nightstand is normal wear and tear. I have never had such cheap furniture in my whole life that the staging comes off so easily. My headboard has a rip in it that is covered under the warranty and they are telling me that it is not covered bc it is coming apart at the seams. I told him to take a closer damn look a the pictures I sent 4 damn times and after throwing a fit he told me he would send it in for another review. I am so mad. I called Ashley and they told me these are all 3rd party people and they have nothing to do with them? Are you kidding me? Why would any reputable company hire idiots who scam them? I am so pissed off.
Count me in. Insurance company is ignoring the claims. Ashley sent me around several customer service departments. I am asking for a complete refund of the warranty since they have breached the contract.
I'm going to the same issues I bought some couches from Ashley and of course I bought the extended warranty with GBS,. Long story short my couches ripped I contacted GBS and send pictures. I called them back after 15 days to see claim status. They stated they received my pictures and said that the ripped is on the seems and is not cover under the warranty, I told them is not true is not ripped from the seems and even a blind person can touch it and see that is not from the seem is like 5 inches away from the seem. And the pictures I sent them showed the ripped away from the seems. So after been frustrated I told them ok you dont want to cover my ripped how about my stain I have to big stains on them , they asked when did it happened or noticed I said about a month or so. Then I was told that the stains are not cover under the extended warranty like WTF because they were longer than a month lolol. I told them ya are a bunch of scammers stealing theworking people money operator hang up the call.. I called Ashley customer service and they agreed that the ripped is not on the seem, and that GBS was to contact me in a few hrs ,well guess what is been 2 days and I haven't heard from them figured.
How do I get involved with this class action lawsuit. I recently bought couches from Ashley's Furniture store. They told me the same thing. Rips, punctures and stains were covered under their warranty as well the 5 year warranty provided by GBS. Not even 6 months of having the couches, they already stated to rip. The seems at the bottom have ripped. The plywood on the arms have broken. We called Ashely's and GBS and they have both denied our claim. I don't know what to do. We spent $3500 on these POS couches.
I would like to be apart of this lawsuit as well. My nephew scratched my table horribly and I was told although the warranty covers scratches, it was considered “normal” wear & tear and because he messed up my bench as well- it was considered multiple incidents when in fact it happened in one incident. I was subsequently denied repair. Apparently Ashley sells warranties that they know this company will not honor in order to make an extra dollar.
How do I file a complaint with Ashley’s Furniture? I got 2 bedgear pillows that went flat and hurt mine and my husband’s back. We have called several times with no call backs and finally called BedGear to only get told that we was not properly fitted for the $200 a piece pillows we bought. Bedgear said we was supposed to be asked questions etc to get fitted for their brand pillows. Ashley’s furniture said they only had 1 option of BedGear pillows in stock and that’s what they gave us. They refused to exchange our pillows for the correct pillows and refused to refund us our money! So after spending $12,000 with Ashley Furniture we have gotten nothing but ripped off and I will be posting this on every platform Ashley’s has. Our furniture has also came Damaged and it is such a fight to get any replacement. I will warn everyone about this store.
I also feel the victim of a similar scam only this insurance company is Continental Casualty Insurance. Ashley sold me a couch with a zipper in the cushion, so I believed I could wash the cover if necessary. I also bought the furniture protection plan for five years. When my dog urinated on one cushion, the "cleaning company" sent two men over to take photographs of the cushion claiming to be inspectors. I have not heard from them in over a month. They have and had no intention of cleaning the couch. The couch stains easily and is uncleanable. Shoddy merchandise with a scam furniture protection policy.
Do not buy the extended warranty from Ashely with 5 Star Services the company is a joke -they will not get back to you. I'm thinking of contacting an attorney for a CAL as it seems this is a common theme.
Dealing with this now - they are absolutely worthless. Long story short - we have ordered a replacement part on our own dime as both 5 Star and Ashley are completely unhelpful in guaranteeing their products. Will be the last time I purchase anything from them.
Has anyone had issues with mattresses coming apart where the handles are on the sides? I purchased a queen size mattress and an adjustable bed frame less then 3 years ago. I’ve had issues with the mattress sliding every morning when I go to make the bed the mattress has to be pulled back into place. It’s slid about 3 inches to the side that I’m not sleeping on. About 6 months ago the mattress started coming apart just Dow from the handles. I’m not talking about the threads. The whole thing has ripped about 8 inches on both sides. I can see clearly the whole inside of the mattress. It’s basically three pieces of foam. One thinner piece on the top and bottom and a thicker piece of foam in the center. This has been the most uncomfortable mattress I’ve ever purchased.
I am now having the same issue after purchasing a whole house full of furniture and buying the extended warranty for everything. I have a tear to the upholstery on my bed and after waiting 2 months for 5starservice to get back to me I call yesterday for them to tell me they would not warranty the separation in materials I told them it was a tear and after getting so angry at this man and insisting they have to cover it under the contract he told me he would send it in for another look. I just can't believe this. I feel like I have been scammed into this needles charge and will NEVER ever buy from Ashely again. I am interested to see if you file a law suit so that I may follow up and do one myself Good luck with everything