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In June of 2011, my husband and I went to buy furniture from Mor Furniture in Tempe, AZ. After picking out a nice $1, 200 sectional couch for our family room, we were presented with a protection plan from Guardsman (Guardsman.com), which covered a multitude of different possible issues that could come up. One of the key areas of coverage is ‘Accidental Damage, ’ which includes punctures, cuts, rips, and burns. A year after we got the couch and it had been sat on, jumped on, and climbed on more than a thousand times, the material tore as my husband sat on it near the edge. For the first time in my life, I was happy I spent the $250 on a Protection Plan. Well, a week later I wasn’t so happy anymore as Guardsman denied my service request saying it must have been a ‘Defect’ in the material; which one would think would have surfaced a bit sooner. Thinking this was just a common way of trying to reduce the amount of service requests they had to complete, I called to get an explanation of the denial. The lady on the phone informed me that she didn’t consider it an accident that the material tore, and that only accidents are covered by the plan. When I asked her to elaborate, she replied, “You’ll just have to look at your plan again.” I looked at it, and it clearly covers this type of accidental tear in material. This plan is a total gimmick, and my request was denied even though the damage that took place is clearly listed on the plan. This is the second time we have contacted Guardsman to honor their protection plan, and the second time it has been denied.
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I experienced the same type of run around and frustration with the guardsman people. I purchased a leather recliner from Thomasville in Tempe Az. in 2012. A button in the tufted back tore out when my husband sat on it. I called it a "rip" or "tear". which is covered under the plan as point #3. (Any puncture, cut, tear, or rip from a specific incident etc.) The denied my claim because it is a "seam separation" not a tear or rip. They play games with semantics. The chair was only used for about a 1 year time period since my husband and I are snowbirds and only reside in this house for 6 months at a time. We are both in our 70's and have no grandchildren, so the chair has not received any hard use. I was so happy that I had bought the $149.00 Guardsman 10 year protection plan until I started talking to the so called customer service people at Guardsman. Wait time one the phone were at least 30 minutes. The employees are not nice and not helpful. Lots of legalese in the" every thing is covered except what is listed in the "What is not covered" section of the plan. I asked them to to refund the prorated amount of the $149.00 I spent for the plan and this was also denied. The whole process of submitting a claim is very convoluted and time consuming. After filling out the paperwork online and uploading a minimum of 3 photos, the you print it and send it in via the US postal service. What? no "submit" button on line? I don't think they pay out on any claims.The whole process and the attitude of the employees is a deterrent. I hope someone puts them out of business.