Katharine G.
If I could give a zero
If I could give a zero, I would. Bought new furniture from Havertys and bought the Gold Plan from Guardsman. Three claims made over various years but all denied for various reasons, one being egregious. Daughter spilled nail polish on desk. Made claim within 3 days. Took months but finally they sent someone to assess. He said he was too difficult to make repairs and that he would recommend replacement. Another month goes by, get an email stating that claim is denied due to improper usage. Next claim, son had a candle essential crack and it left a circular black burn mark on a white lacquer table. Same process. Serviceman eventually comes over after a couple of months and many phone calls. Says it’s too damaged for repair and will request a replacement. I said this happened before and they denied it. He said he will put in the notes specific things so it won’t get denied. Well, a month later, denied. Improper usage. And the worst of it all, my 80 lb Shepard mix had bladder cancer and died on my cream leather sectional. Literally hemorrhaged and fluids went into every nook and cranny. Made a claim the next day. They sent me a small bottle of stain remover and said try it and if that doesn’t work, to make the claim again otherwise they will assume it worked. Well, the 1.7 ounces of fluid didn’t work even on the small area it covered. I remade fhe claim. They denied it due to excessive wear and tear over time. I wrote multiple letters and escalated the claim, got no wear. Even had one customer service lady mock me on the phone when I explained that I understood that they don’t cover normal wear and tear but that this was not normal wear and tear, this was a large dog that died on it late at night. She repeated herself multiple times about reading the exclusions and how this was deemed excessive wear and tear. I repeated multiple times that I fully comprehended that but this wasn’t that and then she repeated herself about a sixth time, this time saying it slowly and loudly like Ma’am. THIS. IS. EXCESSIVE. WEAR. AND. TEAR. YOUR. CLAIM. IS. DENIED. DO. YOU. UNDERSTAND. ME. CLEARLY?. I hung up on her and reported her but of course it went no where. Not only a scam, but condescending, and unprofessional. There is nothing that they will cover. Nail polish spill. Denied because you improperly used a desk. Candle burn, denied because we improperly used a candle. Dog hemorrhages and dies, excessive wear and tear. Why have a plan? And then to be mocked just added insult to injury. You have a better chance of winning the lotto or rigged carnival games than dealing with this company.