In January my husband and I bought a livingroom set. Along with our furniture we purchased an insurance policy from Guardian Products good for 5 years.
In February we had damage on the back panel of the love seat. I then called Guardian and was told that the damage was covered under the insurance and that a technician would be sent out. The technician came and tried to fix the problem, but was not successfull, he then took a few pictures and told me that in 10 days I should call the insurance company to see what could be done.
We contacted the company, and were told that we would recieve a postcard in the mail notifying us who would be in charge of our claim. We recieved the postcard and on it it read that if we were not contacted by the person within 10 days to call them. We were not contacted so we called them and finally talked to the representative who then told us that a board was deciding what would be done, weather the back panel would be replaced or the whole love seat and that she would contact us when she knew somthing.
We waited over a month and heard nothing from our representative, we then called her, but only got a voice recording, we left messages, but our calls were never returned. We then called the costumer service line and were told that our representative was on vacation.
Finally a few weeks later we recieved a message from our representative saying that the back panel would be replaced and that the furniture company had been contacted and the panel had been ordered. She also told us that the furniture company would call us to notify us when they would come replace it.
We waited yet another month and were not contacted, we then called the furniture company to verify the status of the panel and were told that no such order had been made and that we should contact the insurance company. We called our representative who then said she didn't know why it hadn't been ordered, but that she would take care of it and give us a call.
It's been 6 months since we filed our claim and have yet to see it resolved. We have contacted guardian to find out why our claim has taken so long and have been told that only our representative knows, and that we should contact her. The problem with contacting her is that she's hardly ever there and she does not return our calls and when we do finally talk to her, she tells us she'll see what's going on and she'll call us at the end of the day, but never does.
We are tired of waiting, and are very upset with Guardian. We also think our love seat will never be fixed.
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