Complaint Review: Guardian Warranty - hickory North Carolina

This letter is to inform you that I am very disappointed in not only the quality of the furniture we purchased but the service, and information we were provided when we purchased it has been utterly incorrect.   The Room Place has been around for a very long time so when we went to purchase our living room, dining room and bed we did not think twice.  I was 5 ½ month pregnant which was apparent from my looks, and told the sales representative that we needed furniture that needed to last because eventually we would have a toddler around.  He informed us that there was a warranty that we can purchase that if any accidents happen it would be covered.  Never did he mention different types of warranties.  The warranty that we purchased has not only let us down but continues to let us down because our claims are not good enough or don’t sound like accidents.  We have made 3 claims and every single one that we made has been denied. 

First claim that was made was on our dining room table.  We have been using the polish that was provided to us by The Room Place, and are continuously getting bubbles.  They denied our claim because they stated we didn’t know how it happened.  Which is the truth.  They never once stated to us that they would send someone out to take a look at the table or tell us to take pictures.  I recently called in to let them know that there are more bubbles and we used the cleaner provided to us by their company.  Bubbles are occurring when we apply the cleaner.  We were denied on this claim because she stated “did you pretest the cleaner” I stated “Yes.”  Her response to me was that “It must not be the cleaner then.”  Another assumption.  There is no pictures from the first time so they are assuming that the bubbles that we are claiming are from this time.  We stated that it could be the polish we are using that they gave us.   

Second claim was denied because the table leg because lose and then cracked.  We again stated this and it was denied because we didn’t know what happened.  We were denied a third time because the ottoman that people put their feet on has a stain not from dirt from someone’s shoe but from the cleaner which I clearly stated to her.  I told the “Supervisor” that I have a 1 ½ year old who put his feet on the ottoman and after I cleaned it with the cleaner purchased from the Room Place left a ring of stain.  Again I wad denied because it was caused because of dirt and the “type” of warranty I have does not cover dirt.  But its not dirt that I am concerned about it’s the ring or water stain from the cleaner that I am concerned about.  She was much to worried about telling me that my claim was denied instead of really listening to what I had to say.  I am mostly disappointed that from the beginning my family was mislead with the warranty as well as misinformation from Guardian.   Before disconnecting the call I asked her should I take pictures and them in to insure that if any future stains happen on the ottoman it wont get denied.  She stated I could send them in if I want.  Again I had to bring it up and this was never offered by Guardian to even come out and look at the ottoman.  I just wonder if I never suggested taking pictures so that they can have it in their records about this claim what would happen if an “accident” happens again. Will it get denied because they will assume it’s from the first claim?  The representative also sated to me that there was no on over her who I can speak with.  The president was after her and he doesn’t speak with anyone customers. Its nice to know that they can continue to get away with denying people because “of the wording their customers use to file claims.”  I will be sending this to every news station that I can and post this on social media so that other families do not get suckered into paying for warranties when in the end will be denied because they are telling the truth. 

Sincerely Disappointed Family

Mr. & Mrs. Naranjo