Guardsman
Reviews and Complaints

The complaint I have is that the sofa springs are not setting properly. When someone sits on the sofa and gets up it makes a noise. I removed the pillow so I could see what was going on and I see that the springs look as if they have released themselves from sofa bottom. This sofa has three pillows leather material and is only used by company since I used the recliner more than the sofa.

This was the worst experience I've ever encountered with this company. The technician double parked his car, rushed in my door complaining about the lack of parking in my area, he couldn't even wait for the running water to fill up the container he was using to clean the furniture. He was in a rush, performed sub-par incomplete cleaning, the scent is embedded even further into the cushions, coverings and furniture and he denied he was there to do everything I saw on the requisition which I didn't sign. He didn't even allow me the time to read it over before saying if you don't want to sign, you don't have to as he rushed out the door. He was not in my home longer than 7 minutes and video surveillance will prove it via time stamp of entering and exiting. He was 1000% unprofessional and please do not ever send him back to my home. He ruined my entire furniture set and if this unbelievable situation is not addressed and handled at this level, I assure you there will be corporate intervention. Again, my furniture is now ruined due to his negligence. You are welcome to visit my home, and also pay close attention to the surroundings, which are an indication on how very well I took care of my furniture as well as my environment. This was a disaster and not the reputation that you want to have. I didn't read any online reviews yet and I will reserve my social media comments until the end of this investigation and resolution...

Eighteen months ago I purchased high-end quality furniture from Ethan Allen. It was suggested that I also purchase Guardsman Protection plan which was not cheap. Recently I noticed that there were two pieces of furniture that were damaged. (I spend six months in Florida and noticed the damage when I returned).
I submitted photos and a claim to Guardsman last week. They have a limited checklist of what ", you" think caused the damage. I really didn't know. So I chose what I thought was an honest answer. I am not a furniture refinisher so I truly tried to check a box that I thought applied. They denied the claim, stating "peeling and lifting" did not qualify! How should I know if that is what is happening.? They didn't even offer to inspect the furniture to validate what was causing the damage!
I am moving to Delaware next summer and purchased several rooms of new furniture AND Guardsman Protection BEFORE I knew their policy of DENYING PLAUSIBLE CLAIMS innocently purchased by strong armed furniture store representatives.
PLEASE PURSUE THIS FOR ALL OF US WHO WERE SCAMMED!

I purchased a sectional from Kittles in IN two years ago. When I purchased the sectional I also purchased the guardsman furniture protection plan. About 4 months ago I noticed that the corner of the sectional had begun to sink and a one of the cushions had been torn. So I began the claim process. I called. They sent me forms to submit in 30 days. I did that and on Sept. 1st they sent me an email saying thank you and the order was being processed. So today, 3 months later I thought..."wow no one has gotten a hold of me I wonder what's going on." This sectional is in my kids bonus room so it's out of sight and often out of mind. So I called. I gave them my information and they pulled my record. They said someone tried to call and clarify my claim and couldn't leave a message because my voicemail was full. Well I run a business so I'm sure it was. They also said that they sent an email...which I NEVER RECEIVED and I had 10 days to respond and now my claim is invalid! WHAT! WAIT. So I asked what was the information needing to be "CLARIFIED" they said so you think you have broken springs and a torn cushion! Why would that need to be verified. That is EXACTLY what was on my claim. It is all a big scam. They take your money for the protection plan and find reasons not to do their job. I will never buy another protection plan from them.

I cannot be more disgusted with the way that Guardsman does business.I purchased the insurance from Haverty's for my bedroom suit.
I scratched the footboard with a laundry basket and submitted a claim on April 22. I thought that the process was cumbersome because of the requirements to compress my photos. There seemed to be other technical issues where I had to start over several times before the claim was officially submitted. But, it would be worth the time since my scratch would be fixed -- or so I thought.
The very young (and I found out that he was also very inexperienced) technician showed up and assessed the scratch in all of 3 minutes. He said that it could not be repaired and besides, there were other scratches. I do no dispute that there are other scratches but I consider those to be normal wear and tear after 2 years. The only damage that I was concerned with was the one scratch that I submitted the claim for.
However, after his "thorough" 3 minute assessment, he told me that the entire piece needed to be replaced. I thought that was overkill but since this was my first experience with Guardsman, I just assumed that this was how things must work with this company. I had a second claim a few weeks later fr some water damage on my nightstand. When the experienced and very professional technician came to fix it, I showed him my other claim and asked him if this scratch on my footboard was repairable, he replied, "Yes!
It would be very easy to repair this scratch". He went on to fix my nightstand (which I was very happy with) and I expected to hear back from Guardsman regarding my footboard. Unfortunately, several months went by with no communication. I tried calling a few times, but the very long wait times did not allow me to stay on the call.
I made the decision to stay on hold as long as it took to get some type of status. Finally after 43 minutes on hold, I spoke with someone. After I gave her my information, she transferred me to another person (6 more minutes on hold) who told me that he was the wrong person that I needed to speak with so he transferred me to another person (4 more minutes on hold) who told me that my claim was denied. I asked why I was not notified, she told me that I was sent an email on June 6th.
I have pulled up all of my emails with Guardsman and I have nothing from them on June 6th. It is interesting that I have other emails from them but nothing after May 22nd. I am not saying that she is lying, but I am saying that the message was not received. My biggest complaint is that the claim was denied by someone who has not seen my furniture.
The young and inexperienced technician who either did not know what he was doing or did not want to take the time to fix the scratch made a decision in haste. And, furthermore, the decision to deny my claim was based on either his report that there were excessive scratches (of which I have not made any claims for nor do I even need to have them repaired) or that Guardsman is derelict in their obligations to their customers in that there was no effort to even try to remedy the situation and absolutely zero attempt to make this customer happy. Well, this representative did send me to a voicemail system that I am sure will yield no results. I am assuming that this voicemail system is where representatives send unhappy customers in order to placate them and not have to deal with them.
Well, I was too disgusted to simply leave a voicemail (which I did -- but I don't expect to hear anything back), so I called back. Another 26 minutes on hold to ask to speak to someone who could possibly help me. So, she transferred me (another 4 minutes on hold) to an alleged "customer care representative". I told her my information and she towed the "party line" and informed me that my claim was denied because of "excessive scratches".
I told her how angry that made me considering that no one at Guardsman other than the inexperienced (and in my opinion - "Lazy") technician who did not seem to want to repair it and the other experienced technician who said that it was an "easy repair" had seen it. I asked her if I could get a second opinion and she said, "No, there would be no second opinion and that the claim was denied and will stay denied". Yip! That is stellar customer service!
I felt "well-served" for by the alleged "customer care representative". I did continue to tell her what I thought of your product and that I would ensure that I invested time in calling furniture companies that peddle your lousy product and let them know about my experience with you and recommend that they look into any competitor that you have. I do apologize for allowing a word out of my mouth that I never use, but I cannot be more repulsed by your company's apparent lack of ethics and concern for customers who pay a lot of money for nothing. That is the message that I gave to Haverty's when I called them.
Thankfully, they are at least a sympathetic ear and seem willing to help me. We will see.
But, I can assure you that yours is absolutely the WORSE CUSTOMER SERVICE that I have experienced in my 50 years.I cannot emphasize that point enough nor can you expect me to have anything but negative reviews in every venue that I can access.
Reason of review: Poor customer service.
Monetary Loss: $2000.
Preferred solution: Let an experienced technician repair the scratch on my bed (he said he could do it easily).
I didn't like: Website, Product, Policies that do not protect customer.

Like others have said, this company is a joke. The warranty is worthless. lost power on a reclining sofa. Filed my claim right away online. Sent the paperwork the following day. Guardsman simply claims they never got the paperwork. All info is on the online claim, but they say they have to have the paperwork in 30 days. Asked me to send again and they got it, just not in the 30 days. So, they deny everything. Cant resubmit because it has to be filed within 5 days of occurring.
Customer service is horrible. will not talk to you and refuse to put you through to a supervisor. Gave me non working email address. Tried to file complaint on their website and it returned Server Failed.
What a joke. Strung me along for nearly 2 months.

I spent $300 on the gold protection plan. Big mistake!
After the workman came to my home and told me the springs were defective I had to follow up with gaurdsman 3 more times. They told me they would be sending me the parts and that someone would be out to repair my sofa.
After 30 days of waiting I called to follow up and was told by asia that they had decided the sofa would not be covered after all.
Now they won't return my calls!

Save your money!

Business Information
Business ID:
[protected]
Name:
Jennifer Convertibles
Address:
335 Crossways Park Drive
City:
Woodbury
State/County:
NY
Zip/Postal Code:
11797
Business Phone Number:
[protected]
The consumer indicated that they WOULD speak to the media about this complaint.
Complaint Detail / Problem
Complaint Type: Guarantee Or Warranty Issues
Problem:
PUBLIC published review 1/19/17 I called Guardian initially within a week to submit my claim that was 10-10-2016.The girl on the other side said she is emailing me claims paperwork and also will mail the papers.I am still on the phone with her for 25 mins and no email has come through so she said it will take like 1 hour to get email as their system is slow. 2 weeks passed and no email or no postal mail 10-27-2016.I called again and spoke to a guy and before we finish the conversation I get the email..I emailed them pictures and mailed them Claim papers on time [protected] . (According to Guardian you have to submit the claim within a week and the SALES REP JOHN at the Jennifer Convertibles on Northern Blvd Flushing explained that Guardian needs the Claims Paperwork Submitted within a week and so I did.) I get an email after 4 weeks stating that they have received my paperwork but nothing mentioned about getting the pictures. Called Guardian Last week [protected] asking for an update and Guardian says my claim was denied because they got the paperwork late. Guardian intentionally didn't send paperwork and email on time so they can deny claims and get away with consumers hard-earned money which Jennifer Convertibles TRAP their consumers in a very tricky dirty way of doing business to get extra cash from Guardian.

Desired Resolution / Outcome
Desired Resolution:
Replacement
Desired Outcome:
PUBLICpublished review 1/19/17 I called Guardian initially within a week to submit my claim that was 10-10-2016.The girl on the other side said she is emailing me claims paperwork and also will mail the papers.I am still on the phone with her for 25 mins and no email has come through so she said it will take like 1 hour to get email as their system is slow. 2 weeks passed and no email or no postal mail 10-27-2016.I called again and spoke to a guy and before we finish the conversation I get the email..I emailed them pictures and mailed them Claim papers on time [protected] . (According to Guardian you have to submit the claim within a week and the SALES REP JOHN at the Jennifer Convertibles on Northern Blvd Flushing explained that Guardian needs the Claims Paperwork Submitted within a week and so I did.) I get an email after 4 weeks stating that they have received my paperwork but nothing mentioned about getting the pictures. Called Guardian Last week [protected] asking for an update and Guardian says my claim was denied because they got the paperwork late. Guardian intentionally didn't send paperwork and email on time so they can deny claims and get away with consumers hard-earned money which Jennifer Convertibles TRAP their consumers in a very tricky dirty way of doing business to get extra cash from Guardian.
1/19/17 I called Guardian initially within a week to submit my claim that was 10-10-2016.The girl on the other side said she is emailing me claims paperwork and also will mail the papers.I am still on the phone with her for 25 mins and no email has come through so she said it will take like 1 hour to get email as their system is slow. 2 weeks passed and no email or no postal mail 10-27-2016.I called again and spoke to a guy and before we finish the conversation I get the email..I emailed them pictures and mailed them Claim papers on time [protected] . (According to Guardian you have to submit the claim within a week and the SALES REP JOHN at the Jennifer Convertibles on Northern Blvd Flushing explained that Guardian needs the Claims Paperwork Submitted within a week and so I did.) I get an email after 4 weeks stating that they have received my paperwork but nothing mentioned about getting the pictures. Called Guardian Last week [protected] asking for an update and Guardian says my claim was denied because they got the paperwork late. Guardian intentionally didn't send paperwork and email on time so they can deny claims and get away with consumers hard-earned money which Jennifer Convertibles TRAP their consumers in a very tricky dirty way of doing business to get extra cash from Guardian.
Complaint Background
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: Jaclyn Sectional
2. Model Number:
3. Contract, Account, or Policy #:
4. Order #: UJN 4786
5. Purchase Date: 5/5/2014
6. Date Problem First Occurred: 10/10/2016
Dates you complained to the company/organization

7. First Date: 10/10/2016
8. Second Date: 10/27/2016
9. Third Date: 11/1/2016
10. Payment Made: In Full
11. Payment Method: Credit Card
Name of Sales Person

13. First Name: JOHN
15. Last Name: CHIOU
17. Purchase Price: $1, 636.52
18. Disputed Amount: $1, 636.52

On 6/07/14, I purchased a living room suite of furniture from Jerome's furniture. At that time we also purchased the Guardsman Extended Warranty. On 8/16/15 I reported to Jerome's that I noticed a loud sound whenever I used the power recliner to recline. They sent out a technician within a couple of days who said that the mechanism was bent, that the repair would need to be processed through Guardsman as the manufacturer's warranty was no longer valid. I immediately called guardsman and they sent me a claim form by email that would need to be filled out and sent by regular mail to them. I completed the form immediately and sent it to Guardsman. After several weeks, Guardsman sent me an email that they had tried to contact me by phone and wanted me to give them some additional information, that I would need to call them within 10 days. I did call them within 10 days. They asked me how long I had reported the problem from the time I noticed it. Just off the top of my head I told them "a month". They said this was too long according to the contract (5 days). I then went back to verify the date and found that I had reported the problem within the 5-day period per the contract. Jerome's confirmed this timeframe. Guardsman said that, since I told them a month on a "recorded line", they would not honor the warranty. I spoke with a supervisor who said that per the "recording", they could do nothing. This extended warranty by Guardsman is a total SCAM!

The entire claim reporting system is designed to delay, frustrate and ultimately deny claims so that they don't have to fulfill their contracts. They enforce a minimum number of days to report yet take 3 times that number of days to process a claim. They purposely don't list an address on their website to send a complaint to the office. Their staff never gives a time estimate to respond.

Worse insurance purchase I have ever made!

CONSUMERS BEWARE! Guardsman Warranty is a BIG SCAM!
This company needs to be stopped from further ripping off consumers. HELP, They never intending to honor the warranty!
We purchased the warranty for our mechanical beds. We noticed over the weekend the remote doesn't work. We tried to contact them, but to no avail . When we finally got a hold of them and complied to all requirements. They denied our claim because the date occurred and the date they received the request has passed the 5 business days.

I purchased a 5 year Guardsman Platinum Plan for garden furniture from Fortunoff 3 years ago. I just had to put in a claim, and they refuse to honor my claim, because amongst all that small print, somewhere it says you must claim within 5 days, I was 3 days late. I have no doubt there is lots of other small print that basically means they never will pay any ones claims. DON"T BUY. CON.

Guardsman is a company that blames the sales associate for lying to you about what they cover. It supposedly covers accidental damage, but it does not. I was lied to, by the sales associate, which I know guardsman supports because every sales associate that has tried to sell the protection plan says the same set of lies. First, the process sucks. You have five days from the accident to report it. You cannot submit a claim online. I had to take a day off of work just to get through to them on the phone! When someone came they said it was covered and I would hear back from them. Guess what I heard via e-mail. It wasn't covered. I am trying to get my money back. They have horrible customer service and protect little to nothing. Do not waste your money.

You must contact the Attorney General of Florida. I was at least offered my $149.99 back and now there's a record of this fraud! When Guardsman refused to cover the accidental rips in my couch, I started searching online what I could do and was shocked to see so many other customers being cheated as I was. We got nowhere with the company despite repeated complaints, and the worst of all was the Better Business Bureau (who had over 200 complaints against this company in the last year alone and yet still managed to keep them at an A rating, and they "closed" my complaint after Guardsman simply responded "the claim isn't covered". I complained with Angie's List too, and when Guardsman stated they had already responded via the BBB, Angie's List closed it too! I thought about small claims court, and found out all I'd be entitled to is my $149.99 if I win. The only ray of hope here has been the Florida Attorney General's office (Pam Bondi). They actually responded to my complaint, and followed up with me through the following agency:
Florida Department of Agriculture and Consumer Services
Division of Consumer Services
2005 Apalachee Parkway
Tallahassee, Florida 32399
Telephone: [protected]
Toll-free within FL: [protected]
Website: http://www.800helpfla.com/

The furniture is nice but NEVER buy the extended warranty (Guardsman Warranty). It is a huge scam. They claim it covers everything which is a complete lie. It covers NOTHING. They will not even give you the courtesy call to say your claim is denied, they just email you and are extremely rude over the phone. I've made several claims and all were denied saying it was all just "wear and tear." If you don't believe me just google reviews on Guardsman Furniture protection plan.

DO NOT BUY THE EXTENDED COVERAGE

Guardsman SCAM
Guardsman
PO Box 88010
Grand Rapids MI [protected]

Complaint Description:
They denied claim because they say paper work was not submitted n a timely fashion. So they say they have no obligation to stand up to their warranty. Purchased Guardsman warranty from Garden White furniture on on 5/19/09. The framework n the chairs i purchased on 5/19/2009 began to break and crack. I called Gardner White and the said to contact Guardsman Service Center.I contacted service center on 9/23/13 in which they promptly sent me a email to file claim. The email text body said you have two methods to complete form, electronically or by mail. The sugget in bold to complete electronically for fastest service. I completed and retuned form to there exact specification on 10/28/13 to exact specification. I heard nothing from them so i emails on 10/25/13 and never recieved return respone. I called and spoke to representive and he informed me that a hard copy has to be mailed and submitted with electronic claim.The representitive then sent me email a new set of forms on 12/23/13. I completed the the forms on 12/25/13 and mailed to the Guardsman address in Grand Rapids michigan. I recieved an email on 1/14/14 stating that they recieved my claim. I recieved a call today from Montgonery stating that they would not be honoring warrenty becasue it was not submitted in a timely fashion. When i asked to talk to a supervisor i talked to Denise who also said clains were not submitted in a timely fashion and they would not honor their warranty. I said i had saved all emails documenting communication. She told me that did not matter becasue they did not have any record of them. No i am stuck with a warreanty i paid for and a company that wont honor it. As a result i have 6 chairs that have broken frame work and are not usable

found damage to double recliner seat said i was covered then got a letter saying damage wasn, t reported when it happened but still covered until november 2014 for which they are not fixing now.took insurance out thinking that was worth it but the joke is they are saying i am covered for the same thing that is wrong. into the bargain the technician pulled the tears to take photos and made it bigger. the problem is they are trying to say it did, t get reported together and it was different incidents and it had got left to get worse. dont want anyone else to take out insuarance with this compamy as it it is a con for good working people. what do i do now

I purchased a couch at Ethan Allen in 2012 and added the Guardsman Furniture Protection Plan, at their recommendation since I have young children. They told me that Guardsman was very easy to work with and would come out even once a year for cleaning services. My daughter got Crayola brand washable marker on the couch, which was unable to be removed with water. I contacted the company and they sent me by email a form to fill out, or I could fill out a form online, print it and mail it. No part of the form would be accepted online, except for pictures that must be a certain size or would be rejected. Once you contact the company, you have ten days for them to receive the form or a new request would have to be made. I filled out the multi-page form, took pictures, changed their size and submitted them and mailed the form. They received it within the ten day time frame. Two weeks after sending the form in, I was told by email that the stain was ineligible for service because it was an Ink-Pen stain, which is not covered under the protection plan. They said if I had any questions to call them, but they conveniently left the number out of the email. I found the number and did call them. They said that it is true that if I read the entire warranty, washable markers are not covered. This is absolutely ridiculous to spend hundreds of dollars on a protection plan for your furniture, and then they will not cover washable markers! What is the point of having this plan? I advise everyone to not use Guardsman under any circumstances as they make it as difficult as they can on you to even consider your request, then look for any reason why they cannot perform the service you are requesting. In addition, I have contacted Ethan Allen and have told them to stop recommending Guardsman Protection.

i too was scammed by Guardsman on 12/29/2012, i purchased 5 yr warranty on 4k worth of furniture from Ashley in Kissimmee, Fl. my niece spilled finger nail polish on the sofa, , sent letter asap within 5 days and uploaded pics, , got email back saying not covered. this type of leather is not covered.. BUT ASHLEY SOLD ME THIS POLICY! states covers fingernail polish & remover stains, etc.. SCAMMERS . Going to hire lawyer to sue Guardsman and Ashley for selling a bogus policy. anyone want to join the suit ?

Bought furniture insurance and they took 2 months to come to conclusion they will not honor claim.No customer service.This company is a scam they will not even refund your money.