Guardian Furniture Protection plan does not honor warranty

In 2005 we paid more than $100 for a warranty for two sofas purchased at Bassett. As requested, we faxed Guardian a copy of our receipts. In June 2007 we called Guardian requesting repair for a button that had come off the sofa cushion. The customer representative took my information and said that a repair person would call to set up an appointment.

No one every called. In October I called Guardian again to request a repair person. I was told that the claim was closed and could not be reopened because I had not faxed them a copy of my receipt within 15 days of making the claim in June. They would not reopen the claim. I pointed out that they had acopy of our receipt on file from when I faxed it to them in 2005. They said this doesn't matter. I pointed out that nothing in the warranty requires me to submit a receipt after filing a claim. They said that doesn't matter.

I called Bassett. The owner of the local Bassett store said that Bassett has stopped using Guardian because of problems like this where they refuse to honor the warranty. The owner called Guardian to help me and got the same runaround I did. The owner of the Basset store refunded my Guardian fee.

Comment On This

It doesn't matter if you tell them something that they are obligated to cover - They won't honor it - They imply that their customer lies. Our cat knocked over a cup of water - the placemat and water ick sat all day till I got home several hours later. This is ONE incident - accidental that we for sure learned from - No leaving cups of water and NO plastic placemats - But it didn't matter - even the assessor agreed that he could see the outline of the placemat and saw this damage as acceptable - the only question was whether it was cost effective to replace the table or fix it. Either way, Guardian Warranty Service Dept. declined our claim.

I wonder if Ashley Furniture will refund my warranty fee - All of our furniture was bought there and so was this obviously inadequate Warranty Service.

Comment On This

We also got a warranty from Guardian when we purchased our leather sofa in 2004. In the fall of 2007 I noticed a rip where the cushion connects to the back of it. I filed my claim, sent in all documentation and they denied it.

In my warranty it covers rips and tears but they said the warranty was void because the rip was caused by my 2 year old hopping over the back of the sofa (with the assistance of his 4 year old brother)and that wasn't normal use of furniture.

But, the irony is, we could allow eating, smoking, urinating, vomiting and animals to lie or salivate on the sofa and they would cover that, none of which we do. But, if one of my small children pulled on a cushion, that wasn't covered. I don't know many people whose children sit quietly with their hands folded in their lap on their sofa. BTW, he was disciplined and doesn't hop over the sofa anymore.

I called them, they told me I could appeal. I did, I sent pictures, stated my case, and they have thus since ignored my request and can't even find the time to tell me they've denied it again.

I would never encourage anyone to purchase a Guardian warranty under any circumstance. They are in the business of taking your money and finding every possible way to not honor their end of the agreement.

I don't know how vomiting or urinating on your furniture is "normal use" but if you do find yourself with a Guardian warranty, don't tell them what really happened, make up something that they say they cover and then maybe you'll get results.