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I am writing to express my deep dissatisfaction and frustration regarding my experience with the Guardsman Furniture Protection Plan, which I purchased to safeguard my furniture investment. Unfortunately, my experience has been anything but satisfactory, and I feel compelled to bring these issues to your attention.
In March 2023, I submitted a claim under my Guardsman Furniture Protection Plan due to damage to my furniture (covered under the plan). Guardman's company promptly dispatched a technician to my home to assess the damage. The technician confirmed that the damage fell under the coverage provided by my protection plan and assured me that the issue would be resolved once he completed his report. I was told that a member of the Guardsman team would reach out to me to schedule the repair or replacement.
However, after the initial assessment, I waited patiently for almost a month, anticipating contact from Guardsman, but received no correspondence whatsoever. It wasn't until May 8th, nearly five weeks later, that I finally received an email from your follow-up team. The email stated that I would be contacted within 7-10 days after receiving that message but never did - one ever contacted me about my claim and or technical appointment and a final verdict and if or when my sectional would be fixed.
Today is September 19th, I have yet to hear back from Guardsman regarding my claim. This prolonged delay is unacceptable and has left me extremely frustrated and dissatisfied with the level of service I have received. It is worth noting that the email from Guardsman does provide a contact number to call during your company's limited open hours, which are only two days a week. I have diligently called this number countless times, often spending hours on hold, only to be directed to voicemail. I have left several voicemails but have not received a single call back. I have also made numerous attempts to reach out via email and have received no response. The few agents I did reach kept directing me to dial the same number I had been dialing for months.
This situation has left me feeling as though I have been deceived and taken advantage of. I am paying for a protection plan that I cannot utilize, even after my claim was seemingly "approved" or when technicians visited my home because there is simply no way to get in touch with the correct team to have my claim finalized.
At this point, I am left with no alternative but to request one of the following resolutions:
Expedited resolution of my furniture damage under the terms of my protection plan, including a clear timeline for repair or replacement.
A full refund of the money I have invested in the Guardsman Furniture Protection Plan.
I urge your company to take immediate action to address this matter, as it reflects poorly on the integrity and quality of your services. I hope that Guardsman can uphold its commitment to customer satisfaction and promptly rectify this situation.
I kindly request a prompt response to this complaint outlining the steps this company will take to resolve my concerns. Please provide a clear timeline for action so that I can finally have confidence in the Guardsman Furniture Protection Plan that I purchased.
Thank you for your attention to this matter. I look forward to hearing from you and achieving a resolution to this ongoing issue.
Sincerely,
Yudisledy Diaz
[protected]
[protected]@live.com
In response to Nebraska Furniture Sectional [protected] Claim with
Guardsman Service Center
Claims Specialist
[protected]
[protected]@Guardsman.com
Thank you
