I was doe-eyed with the promises Guardsman made about their product to protect my new sofa that cost a bit of money from La-Z-boy.
What I didn't expect from the purchase of the service was that it would basically cover nothing.
Even when I was prompt in reporting the damage/rip to the sofa, apparently the technician call "fell through the cracks". I waited over 3 months for a technician follow-up. It wasn't until I called La-Z-boy and complained about the Guardsman product that Guardsman followed up the next day.
Well things were proceeding and the technician came over and took photos of the damage. However it was determined that the damage was uncoverable by the policy.
Looking at other complaints it seems nothing is coverable despite claims of accidental spaghetti and wine spills etc, in the brochure.
I'd recommend to all consumers to not buy this service ever, and instead just suck it up and fork out the repair costs when you need to repair damage to your couch.
I still like my La-Z-boy couch and the damage is purely cosmetic. However, dealing with the bad customer service and the realization that the policy is hooey and doesn't compel Guardsman to cover anything despite how it was sold to me makes it worth taking the time to write this complaint, despite what the BBB would say about their company.
I am sure that under the circumstances of their restrictive contract, they are very good and the cases they do take on seem to be handled professionally. However, it's this restrictive contract that's no better than your warranty, and lack of good customer service follow-up that makes this a bad buy in general, and i wish I had known earlier not to fall for their service terms.
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