Guardsman
Valspar Guardsman does not honor contract

I purchased the Guardsman Elite Furniture Protection Plan two years ago for a new dining room table and chairs. This protection plan is supposed to provide service for 5 years. I recently filed a service request for some nicks, scratches, and a gouge that occurred in a single occurrence at a party. I followed all of their requirements exactly as they needed: requested service on damage that is supposed to be covered, contacted them within 5 days of the damage by sending the forms in via snail mail, and took dozens of pictures and submitted them online.

After not hearing back from them for a while, I contacted them and was told that one (out of dozens) of my pictures was "blurry". I retook and resent the picture of the damaged area from multiple angles and waited. When I contacted them again I was told that that one picture that I had just sent showed that what I was requesting to be serviced was due to "aging" and not damage. I told her that I was standing right at the damage looking at it and that it was most definitely a gouge and not "aging". After going around and around with the customer service representative I requested to talk to a supervisor. I was told the same thing by the supervisor. Because their interpretation of one picture was that it was due to "aging" and not damage, they were denying my claim and closing my case.

The service request that I initiated with them was done correctly in every aspect right down to the fact that the damage I was claiming is listed as what is covered in the plan.

I will never recommend this company or service plan to anyone. They will make you jump through every hoop imaginable and then deny your claim for some made up technicality that you can't refute. The supervisor would not even listen to reason when I explained that her interpretation of the damage in the picture I sent was incorrect. She just kept saying over and over again "the picture shows aging and not damage." It reminded me of a little kid saying "I know you are but what am I." Trying to explain that my request did in fact involve physical damage was like banging my head against the wall. I am quite confident that I know the difference between "aging" and a gouge and chip in my tabletop. Guardsman does not honor their protection plan and I would avoid them at all costs. This is my first ever complaint and it was the terrible service by this terrible company that drove me to do it.

Company: Guardsman
Country: USA
State: Michigan
City: Grand Rapids
Address: po box 88010
Phone: 8002974261
Site: guardsman.com

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