I purchased a sectional from Ashley furniture and like many others on here, I also purchased the guardsman elite 5 yr. protection plan. the sales associate made it seem as if I could get my sectional cleaned as often as I needed especially since I have a child under 2! it all sounded great in the beginning, until I needed it cleaned for the second time. Now, the first time went smooth, I did everything that I needed to for them to send someone to clean my furniture (by the way, the cleaning tech cleaned my entire sectional, but they say they are not suppose to, not my fault!) they came through on their side with that, but only because it was a so called "courtesy clean"! mind you, in their policy, it says nothing about a one time courtesy clean for bodily fluids! that's strike #1! My second time, I called in and requested a service request form to fill out, got one e-mailed to me, filled it out and next day aired it to them since they like to claim that they don't receive the information I send them. This time it was for bodily fluids and food and beverage stains! The food and beverage stains were denied because they said that I had reported that same stain back in March and that order was never completed. ok, so you would think that the claim that I am trying to report would be filed under March and the new claim be covered for what I'm filing for in June right? Wrong! had I known that we had an unfinished claim in March I would've fulfilled that because I needed my damn sectional cleaned! so, I ask for a manager, got some chick name Kendshe terrible customer service by the way and she left me on hold so long, I had to call on my husbands phone to get someone else to talk to! She didn't sound too apologetic either about making me wait so long, and then she never provided her extension number) asked for her manager, she sent me to Nick ext.#7061. Don't waist your time talking to these two idiots, if they say your being transferred to them hang up and call back! I'm sure they all are idiots, but those two are not worth your time! anyway, Nick was some what of a little assistance, he told me things that I never knew like I'm responsible for calling in and getting a service request number to use when I call in to inquire about the status on my service request order ( but he also said that the service request number was not too important cause they can look up my account with my phone number too. ok, if it's not important, why ask for it at all?)how the he'll is anyone to know that, when no one ever provided that info in the beginning but every time you call your being asked for it! then he told me that my request back in March stays active until it is completed! then I asked him isn't the cleaning tech suppose to report that the furniture has been cleaned in order for my request to be completed? he says yes! Do you see where he f***ed up at twice? Then he tells me that the customer service reps who answer first are not allowed to give out info about a pre existing order request. F***ing B.S.! it's my account! I deserve the right or option to continue an existing request and or cancel it and make a new one! I then asked him how come when someone calls in to make a new request the old one is not cancelled? didn't have an answer to that, like they do everyone else, he just kept trying to get off of that topic and kept repeating their sorry a** policy! well it doesn't state that in their policy, so why is there no answer? cause it's a load of crap, that's why! so, now I'm at my wits end with this idiot and I request an address, phone number, e-mail address and name of his boss and or corporate. he tries to give me the address that I send the service request form to! oh, no buddy, have that useless piece of trash already! so then he starts saying a number, I had to ask who's number is it? he tells me a corporate liaison. ok, well, does this liaison have a first and last name or what? he never answered that question, just kept repeating it's a corporate liaison and someone will call me back! I specifically told him I did not want to speak to an answering machine because when I call their office my so called "account manager" named Lisa ext. 7070 NEVER returns my calls, even before this situation escalated to this extent! so therefore I do not wish to speak to a machine I need a person! I still got no where with him, so I ended the call! in the end all I got was my two cushions cleaned! I am highly pissed with this company! and then the cherry on the top is, in order to receive a refund of 10% or $50 for the warranty, when I paid more than that for it, I have to call Ashley furniture and tell them I want to cancel the plan, and all they are gonna do is call guardsman and tell them I want to cancel and work out some kind of amount amongst themselves to give me, when the middle man (Ashley furniture) can just be cut out and guardsman and I can hash out a full refund! does that make sense to anyone else but me? I will never, ever, ever, ever, ever, ever, ever, ever, EVER buy another thing from them or Ashley furniture! they can all suck it as far as I'm concerned!

We purchased a protection plan for our leather couch. Found a tear under foot rest. Reported it and it was fixed in a timely manner. Some time later we noticed the tear coming apart where it had been repaired. The area does not get touched due to its location. It gets slight movement when that foot rest is used which is not often because it is to close to a walkway. We are concerned the tear will move up to the rest of the couch eventually. Back to the topic at hand we submitted another request as soon as we noticed it - which was denied because I incorrectly filled out the paperwork. I apparently put an incorrect date which voided the repair contract. This is repair on something they fixed incorrectly in the first place. I take responsibility for not making sure I had dates correct. They offer no help, suggestion only you made a mistake and now you deal with it. I am very frustrated with the fact that we did not get quality repair and quality service but we sure paid for it.