Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]The reason for the delay is that this is the first time I used the cleaning kit recommend by the leather repair people who came out to inspect the stains I wanted covered by the "peace of mind" guarantee offered by GuardianAt that time of the visit by the leather techs, I told them that I had not cleaned it since obtaining the sofa because I was told by the saleswoman that this type of leather could not be cleanedThey were shockedWhen I used the cleaning kit on the entire surface of the sofa, the only place that had this issue was the exact spot that was supposedly repaired with a new cushion.See photosI agree that Stickley does not do repairs, but the factory didPerhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did knowThere is no reason I would have needed to send the cushion to the factory that had just made it for "color matching"There is a leather tag that is under the cushion that I could have sent for color matchingI regret that I did not send that sample piece because then I would be sure I had been given a new cushionIt would be an unbelievable coincidence if the only place that has the problem I'm complaining about is in the exact same place as the original damageI did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofaWhat they knew, and I later found out, is that the sofa is no longer sold and thus not repairableThey did in fact reject my claim because they said the stains were caused by long term body oilAs it turns out, I do have body oil problems -- because I was told I could not clean the leather -- and when I went to Guardian and showed them that the stains I had were not like the body oil stains I have, they rejected their local tech's statementBut refused to send out a new techIt's true that I don't know the exact date of the stain, but I am sure it was within days of the reportAs for cause, I made it clear that I didn't knowJust as I didn't know the specific dateI offered a few ideas of what it could beGuardian picked one of the guesses and without sanding out a competent tech, decided that one of my guesses was the proven cause and thus I was ineligible according to their poorly written policyBut the real reason is that they know their policy is useless because they could not repair it in any caseThat's why they are offering me a "full" refund at year or a year policyIf something were to happen to the sofa that was clearly covered, they would have no remedyBut Stickely is confusing the warranty claim on the stains with the damage revealed by the first use of a cleaning kitI'm not asking them to repair damageI just want a new cushionI even offered to pay for a cushionThe fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushionNow what would have been a fairly easy fix is impossibleI understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with GuardianAnd Guardian is only offering me the money they received and not the amount I paid StrickleyI understand Strickley gets a commission on such policies, but they should never have sold me a policy on a sofa they should have known was going to be discontinued.It's not just their sofa, but they made itNo matter what Guardian did or didn't do, the fact is that it defies believe that the only location on the sofa where the surface essentially dissolved is the same place that as supposedly fixedMy wife did notice the damage soon after the cushion was returned and I told her that it was her imaginationSo, yes, we did notice soon after the cushion was returnedWe had asked that the original cushion be returnedIt wasn'tI'm attaching two imagesOne is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaningIt's the same location and sizeThe third image is of the stain I complained aboutIt's not in the same location nor does it look the sameThe deflect is to the left and down (o'clock) from the stain I cleanedThe cleaning was actually most effectiveDuring the cleaning, I discovered the original defectAs I said, my wife felt the difference, but I assumed it was just the natural variations common to good leatherMy wife was right and I was wrong In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I find the unwillingness to help me unprofessional. There is a life-time warranty on materials and workmanship. They are trying to convince me that this is some sort of damage on my part. Either the cushion that was by both our agreements delivered with a defect and then further damaged by their repair person was then poorly repaired -- and not replaced -- and my cleaning for the first time revealed the original defect or the replacement cushion also had a defect that came to light during the first cleaning. Cleaning the sofa with a cleaning kit recommended by the "leather techs" sent out by Guardian, does not seem to me to qualify as "abuse, alteration or accident." Either the original cushion was returned to me -- my position -- or they sent me a new cushion that had a problem with workmanship. Strickley wrote that my sofa is still being made. That may be true, but when I offered to buy a replacement cushion, I was told that the color was no longer being made (see below) and that I would have to redo the entire sofa (The price for this 3564.00, plus tax). They also advised me to ask for my money back from Guardian on my warranty. That's an odd thing to say. They sold me an insurance claim that would cover the other spots on the sofa and when Guardian realized that the repair would 3600, they bailed. What is the use of insurance if the insurer can drop the account when it comes to a claim? Strickley sold me this policy and seems okay with Guardian's behavior. In fact, they are doing the same thing on their warranty. Here is a relevant quote from Stickley: Good morning, how are you? I checked the leather Dillon Garnet and it has been discontinued. I tried being reasonable. I offered to bring in the cushion to their store on two occasions. I even offered to purchase a new cushion. That's when I found out that the cushion cannot be replaced. I'm happy for them that the model of sofa is being made, but that's not relevant to this situation. It's a smoke screen designed to hide the fact of my original statement that everyone is behaving as they are because the cushion cannot be replaced. I still hold that the original defect was not removed, but hidden. Strickley has given no evidence that the factory replaced the cushion and I have compelling photos that show that this cushion is the same one. If they believed the flaw in the cushion was worth repairing the first time, when it came back to light, why is it no longer of concern? The fact that the salesperson lied to me should also carry weight. BTW, when I purchased the Peace of Mind warranty I was told that it would cover any problem other than abuse. I remember clearly the saleswoman, Balya, telling me that as long as I didn't intentionally harm the sofa, I was protected for five years. I even asked her if my cat scratching the sofa was covered. She said "yes, but don't expect them to repair it more than once." These were the expectations I had when I purchased the sofa. I think it's pretty clear that I have issues that are not intentional abuse. So where is my Peace of Mind? In fact, when I contacted Strickley and spoke to Jill, her first comment after finding my invoice was why are you asking to purchase a cushion when you have a Peace of Mind warranty? So clearly Bayla's description of the policy is still pretty much the case. I guarantee you that no one would buy their warranty if it was described in the bizarre ways it has been described to me of late. I've actually had debates with Guardian if a spill from a water glass was the same as a condensation ring from the same glass. Apparently, the first would be covered but the second would not. I assure you that this level of hair splitting was never mentioned by Bayla. Strickley has made a business decision to ignore this issue because the discontinuation of the color makes the price of repair high. And, if they really believe that the damage I'm reporting is not their fault, then why would a result of my cleaning the surface not then be considered covered by their "peace of mind" warranty? Cleaning the sofa with a cleaning kit recommended by Guardian's leather techs does not sound like abuse to me. Guardian steadfastly refuses to answer this question. It's clear to me that they know that the sofa's surface should not have deteriorated in the way that it did. they don't want to point fingers at the people selling their policies and it explains why Stickley's calls to Guardian "fix the situation" have not been answered. Stickley hasn't even told me what Guardian said to them -- just that I should get my money back, if possible. This is clearly not a normal situation. Stickley should be ***et that Guardian is bailing on a customer -- but they don't seem to be. I can only assume it's because Guardian also knows the problem and they are both hoping that I'll go away. I plan on taking this to small claims court and to create a web page of my own that describes this sorry state of affairs. Perhaps Strickley will reconsider the calculus going into abandoning their customer. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
Original Order *** Purchase Date: 12-**-2013Sold to: *** *** *** Customer had a specialty service deliver to the home due to fit constraintsCompany picked up and delivered to the customer's home approximately 4-*-14.4-**-14- Customer reported a spot on the sofaWe
manufactured a new cushion casing for the customer as we do not have the means to repair leatherSent new cushions cover to the customer 6-**-via ***. Customer purchased an accidental protection plan serviced by Guardian*** *** contacted Guardian in December to report some staining on a cushionGuardian covers accidental stains, and ultimately the claim was denied because the customer could not advise what the stain came from or when it occurredGuardian refunded *** *** the full amount he paid for the planThe customer then contacted us in March regarding the spot on the cushionAs specified in our warranty, cover wear ability is not a warranty issueThis is standard among the industry*** *** had not reported an issues since the cushion covering was delivered in June 2014. This specific model is still current and available to purchase
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The reason for the delay is that this is the first time I used the cleaning kit recommend by the leather repair people who came out to inspect the stains I wanted covered by the "peace of mind" guarantee offered by GuardianAt that time of the visit by the leather techs, I told them that I had not cleaned it since obtaining the sofa because I was told by the saleswoman that this type of leather could not be cleanedThey were shockedWhen I used the cleaning kit on the entire surface of the sofa, the only place that had this issue was the exact spot that was supposedly repaired with a new cushion.See photosI agree that Stickley does not do repairs, but the factory didPerhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did knowThere is no reason I would have needed to send the cushion to the factory that had just made it for "color matching"There is a leather tag that is under the cushion that I could have sent for color matchingI regret that I did not send that sample piece because then I would be sure I had been given a new cushionIt would be an unbelievable coincidence if the only place that has the problem I'm complaining about is in the exact same place as the original damageI did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofaWhat they knew, and I later found out, is that the sofa is no longer sold and thus not repairableThey did in fact reject my claim because they said the stains were caused by long term body oilAs it turns out, I do have body oil problems -- because I was told I could not clean the leather -- and when I went to Guardian and showed them that the stains I had were not like the body oil stains I have, they rejected their local tech's statementBut refused to send out a new techIt's true that I don't know the exact date of the stain, but I am sure it was within days of the reportAs for cause, I made it clear that I didn't knowJust as I didn't know the specific dateI offered a few ideas of what it could beGuardian picked one of the guesses and without sanding out a competent tech, decided that one of my guesses was the proven cause and thus I was ineligible according to their poorly written policyBut the real reason is that they know their policy is useless because they could not repair it in any caseThat's why they are offering me a "full" refund at year or a year policyIf something were to happen to the sofa that was clearly covered, they would have no remedy. But Stickely is confusing the warranty claim on the stains with the damage revealed by the first use of a cleaning kitI'm not asking them to repair damageI just want a new cushionI even offered to pay for a cushionThe fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushionNow what would have been a fairly easy fix is impossibleI understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with GuardianAnd Guardian is only offering me the money they received and not the amount I paid StrickleyI understand Strickley gets a commission on such policies, but they should never have sold me a policy on a sofa they should have known was going to be discontinued.It's not just their sofa, but they made itNo matter what Guardian did or didn't do, the fact is that it defies believe that the only location on the sofa where the surface essentially dissolved is the same place that as supposedly fixedMy wife did notice the damage soon after the cushion was returned and I told her that it was her imaginationSo, yes, we did notice soon after the cushion was returnedWe had asked that the original cushion be returnedIt wasn'tI'm attaching two imagesOne is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaningIt's the same location and sizeThe third image is of the stain I complained aboutIt's not in the same location nor does it look the sameThe deflect is to the left and down (o'clock) from the stain I cleanedThe cleaning was actually most effectiveDuring the cleaning, I discovered the original defectAs I said, my wife felt the difference, but I assumed it was just the natural variations common to good leatherMy wife was right and I was wrong
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I find the unwillingness to help me unprofessionalThere is a life-time warranty on materials and workmanshipThey are trying to convince me that this is some sort of damage on my partEither the cushion that was by both our agreements delivered with a defect and then further damaged by their repair person was then poorly repaired -- and not replaced -- and my cleaning for the first time revealed the original defect or the replacement cushion also had a defect that came to light during the first cleaningCleaning the sofa with a cleaning kit recommended by the "leather techs" sent out by Guardian, does not seem to me to qualify as "abuse, alteration or accident." Either the original cushion was returned to me -- my position -- or they sent me a new cushion that had a problem with workmanshipStrickley wrote that my sofa is still being madeThat may be true, but when I offered to buy a replacement cushion, I was told that the color was no longer being made (see below) and that I would have to redo the entire sofa (The price for this 3564.00, plus tax)They also advised me to ask for my money back from Guardian on my warrantyThat's an odd thing to sayThey sold me an insurance claim that would cover the other spots on the sofa and when Guardian realized that the repair would 3600, they bailedWhat is the use of insurance if the insurer can drop the account when it comes to a claim? Strickley sold me this policy and seems okay with Guardian's behaviorIn fact, they are doing the same thing on their warrantyHere is a relevant quote from Stickley: Good morning, how are you? I checked the leather Dillon Garnet and it has been discontinued. I tried being reasonableI offered to bring in the cushion to their store on two occasionsI even offered to purchase a new cushionThat's when I found out that the cushion cannot be replacedI'm happy for them that the model of sofa is being made, but that's not relevant to this situationIt's a smoke screen designed to hide the fact of my original statement that everyone is behaving as they are because the cushion cannot be replacedI still hold that the original defect was not removed, but hiddenStrickley has given no evidence that the factory replaced the cushion and I have compelling photos that show that this cushion is the same oneIf they believed the flaw in the cushion was worth repairing the first time, when it came back to light, why is it no longer of concern? The fact that the salesperson lied to me should also carry weightBTW, when I purchased the Peace of Mind warranty I was told that it would cover any problem other than abuseI remember clearly the saleswoman, Balya, telling me that as long as I didn't intentionally harm the sofa, I was protected for five yearsI even asked her if my cat scratching the sofa was coveredShe said "yes, but don't expect them to repair it more than once." These were the expectations I had when I purchased the sofaI think it's pretty clear that I have issues that are not intentional abuseSo where is my Peace of Mind? In fact, when I contacted Strickley and spoke to Jill, her first comment after finding my invoice was why are you asking to purchase a cushion when you have a Peace of Mind warranty? So clearly Bayla's description of the policy is still pretty much the caseI guarantee you that no one would buy their warranty if it was described in the bizarre ways it has been described to me of lateI've actually had debates with Guardian if a spill from a water glass was the same as a condensation ring from the same glassApparently, the first would be covered but the second would notI assure you that this level of hair splitting was never mentioned by BaylaStrickley has made a business decision to ignore this issue because the discontinuation of the color makes the price of repair highAnd, if they really believe that the damage I'm reporting is not their fault, then why would a result of my cleaning the surface not then be considered covered by their "peace of mind" warranty? Cleaning the sofa with a cleaning kit recommended by Guardian's leather techs does not sound like abuse to meGuardian steadfastly refuses to answer this questionIt's clear to me that they know that the sofa's surface should not have deteriorated in the way that it didthey don't want to point fingers at the people selling their policies and it explains why Stickley's calls to Guardian "fix the situation" have not been answeredStickley hasn't even told me what Guardian said to them -- just that I should get my money back, if possibleThis is clearly not a situationStickley should be ***et that Guardian is bailing on a customer -- but they don't seem to beI can only assume it's because Guardian also knows the problem and they are both hoping that I'll go awayI plan on taking this to small claims court and to create a web page of my own that describes this sorry state of affairsPerhaps Strickley will reconsider the calculus going into abandoning their customer
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We consider this a closed caseThe attached claim is not covered under our limited warrantyCasing in question was replaced in June The model is still available
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]The reason for the delay is that this is the first time I used the cleaning kit recommend by the leather repair people who came out to inspect the stains I wanted covered by the "peace of mind" guarantee offered by GuardianAt that time of the visit by the leather techs, I told them that I had not cleaned it since obtaining the sofa because I was told by the saleswoman that this type of leather could not be cleanedThey were shockedWhen I used the cleaning kit on the entire surface of the sofa, the only place that had this issue was the exact spot that was supposedly repaired with a new cushion.See photosI agree that Stickley does not do repairs, but the factory didPerhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did knowThere is no reason I would have needed to send the cushion to the factory that had just made it for "color matching"There is a leather tag that is under the cushion that I could have sent for color matchingI regret that I did not send that sample piece because then I would be sure I had been given a new cushionIt would be an unbelievable coincidence if the only place that has the problem I'm complaining about is in the exact same place as the original damageI did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofaWhat they knew, and I later found out, is that the sofa is no longer sold and thus not repairableThey did in fact reject my claim because they said the stains were caused by long term body oilAs it turns out, I do have body oil problems -- because I was told I could not clean the leather -- and when I went to Guardian and showed them that the stains I had were not like the body oil stains I have, they rejected their local tech's statementBut refused to send out a new techIt's true that I don't know the exact date of the stain, but I am sure it was within days of the reportAs for cause, I made it clear that I didn't knowJust as I didn't know the specific dateI offered a few ideas of what it could beGuardian picked one of the guesses and without sanding out a competent tech, decided that one of my guesses was the proven cause and thus I was ineligible according to their poorly written policyBut the real reason is that they know their policy is useless because they could not repair it in any caseThat's why they are offering me a "full" refund at year or a year policyIf something were to happen to the sofa that was clearly covered, they would have no remedyBut Stickely is confusing the warranty claim on the stains with the damage revealed by the first use of a cleaning kitI'm not asking them to repair damageI just want a new cushionI even offered to pay for a cushionThe fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushionNow what would have been a fairly easy fix is impossibleI understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with GuardianAnd Guardian is only offering me the money they received and not the amount I paid StrickleyI understand Strickley gets a commission on such policies, but they should never have sold me a policy on a sofa they should have known was going to be discontinued.It's not just their sofa, but they made itNo matter what Guardian did or didn't do, the fact is that it defies believe that the only location on the sofa where the surface essentially dissolved is the same place that as supposedly fixedMy wife did notice the damage soon after the cushion was returned and I told her that it was her imaginationSo, yes, we did notice soon after the cushion was returnedWe had asked that the original cushion be returnedIt wasn'tI'm attaching two imagesOne is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaningIt's the same location and sizeThe third image is of the stain I complained aboutIt's not in the same location nor does it look the sameThe deflect is to the left and down (o'clock) from the stain I cleanedThe cleaning was actually most effectiveDuring the cleaning, I discovered the original defectAs I said, my wife felt the difference, but I assumed it was just the natural variations common to good leatherMy wife was right and I was wrong In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I find the unwillingness to help me unprofessional. There is a life-time warranty on materials and workmanship. They are trying to convince me that this is some sort of damage on my part. Either the cushion that was by both our agreements delivered with a defect and then further damaged by their repair person was then poorly repaired -- and not replaced -- and my cleaning for the first time revealed the original defect or the replacement cushion also had a defect that came to light during the first cleaning. Cleaning the sofa with a cleaning kit recommended by the "leather techs" sent out by Guardian, does not seem to me to qualify as "abuse, alteration or accident." Either the original cushion was returned to me -- my position -- or they sent me a new cushion that had a problem with workmanship. Strickley wrote that my sofa is still being made. That may be true, but when I offered to buy a replacement cushion, I was told that the color was no longer being made (see below) and that I would have to redo the entire sofa (The price for this 3564.00, plus tax). They also advised me to ask for my money back from Guardian on my warranty. That's an odd thing to say. They sold me an insurance claim that would cover the other spots on the sofa and when Guardian realized that the repair would 3600, they bailed. What is the use of insurance if the insurer can drop the account when it comes to a claim? Strickley sold me this policy and seems okay with Guardian's behavior. In fact, they are doing the same thing on their warranty. Here is a relevant quote from Stickley: Good morning, how are you? I checked the leather Dillon Garnet and it has been discontinued. I tried being reasonable. I offered to bring in the cushion to their store on two occasions. I even offered to purchase a new cushion. That's when I found out that the cushion cannot be replaced. I'm happy for them that the model of sofa is being made, but that's not relevant to this situation. It's a smoke screen designed to hide the fact of my original statement that everyone is behaving as they are because the cushion cannot be replaced. I still hold that the original defect was not removed, but hidden. Strickley has given no evidence that the factory replaced the cushion and I have compelling photos that show that this cushion is the same one. If they believed the flaw in the cushion was worth repairing the first time, when it came back to light, why is it no longer of concern? The fact that the salesperson lied to me should also carry weight. BTW, when I purchased the Peace of Mind warranty I was told that it would cover any problem other than abuse. I remember clearly the saleswoman, Balya, telling me that as long as I didn't intentionally harm the sofa, I was protected for five years. I even asked her if my cat scratching the sofa was covered. She said "yes, but don't expect them to repair it more than once." These were the expectations I had when I purchased the sofa. I think it's pretty clear that I have issues that are not intentional abuse. So where is my Peace of Mind? In fact, when I contacted Strickley and spoke to Jill, her first comment after finding my invoice was why are you asking to purchase a cushion when you have a Peace of Mind warranty? So clearly Bayla's description of the policy is still pretty much the case. I guarantee you that no one would buy their warranty if it was described in the bizarre ways it has been described to me of late. I've actually had debates with Guardian if a spill from a water glass was the same as a condensation ring from the same glass. Apparently, the first would be covered but the second would not. I assure you that this level of hair splitting was never mentioned by Bayla. Strickley has made a business decision to ignore this issue because the discontinuation of the color makes the price of repair high. And, if they really believe that the damage I'm reporting is not their fault, then why would a result of my cleaning the surface not then be considered covered by their "peace of mind" warranty? Cleaning the sofa with a cleaning kit recommended by Guardian's leather techs does not sound like abuse to me. Guardian steadfastly refuses to answer this question. It's clear to me that they know that the sofa's surface should not have deteriorated in the way that it did. they don't want to point fingers at the people selling their policies and it explains why Stickley's calls to Guardian "fix the situation" have not been answered. Stickley hasn't even told me what Guardian said to them -- just that I should get my money back, if possible. This is clearly not a normal situation. Stickley should be ***et that Guardian is bailing on a customer -- but they don't seem to be. I can only assume it's because Guardian also knows the problem and they are both hoping that I'll go away. I plan on taking this to small claims court and to create a web page of my own that describes this sorry state of affairs. Perhaps Strickley will reconsider the calculus going into abandoning their customer. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
Original Order *** Purchase Date: 12-**-2013Sold to: *** *** *** Customer had a specialty service deliver to the home due to fit constraintsCompany picked up and delivered to the customer's home approximately 4-*-14.4-**-14- Customer reported a spot on the sofaWe
manufactured a new cushion casing for the customer as we do not have the means to repair leatherSent new cushions cover to the customer 6-**-via ***. Customer purchased an accidental protection plan serviced by Guardian*** *** contacted Guardian in December to report some staining on a cushionGuardian covers accidental stains, and ultimately the claim was denied because the customer could not advise what the stain came from or when it occurredGuardian refunded *** *** the full amount he paid for the planThe customer then contacted us in March regarding the spot on the cushionAs specified in our warranty, cover wear ability is not a warranty issueThis is standard among the industry*** *** had not reported an issues since the cushion covering was delivered in June 2014. This specific model is still current and available to purchase
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The reason for the delay is that this is the first time I used the cleaning kit recommend by the leather repair people who came out to inspect the stains I wanted covered by the "peace of mind" guarantee offered by GuardianAt that time of the visit by the leather techs, I told them that I had not cleaned it since obtaining the sofa because I was told by the saleswoman that this type of leather could not be cleanedThey were shockedWhen I used the cleaning kit on the entire surface of the sofa, the only place that had this issue was the exact spot that was supposedly repaired with a new cushion.See photosI agree that Stickley does not do repairs, but the factory didPerhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did knowThere is no reason I would have needed to send the cushion to the factory that had just made it for "color matching"There is a leather tag that is under the cushion that I could have sent for color matchingI regret that I did not send that sample piece because then I would be sure I had been given a new cushionIt would be an unbelievable coincidence if the only place that has the problem I'm complaining about is in the exact same place as the original damageI did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofaWhat they knew, and I later found out, is that the sofa is no longer sold and thus not repairableThey did in fact reject my claim because they said the stains were caused by long term body oilAs it turns out, I do have body oil problems -- because I was told I could not clean the leather -- and when I went to Guardian and showed them that the stains I had were not like the body oil stains I have, they rejected their local tech's statementBut refused to send out a new techIt's true that I don't know the exact date of the stain, but I am sure it was within days of the reportAs for cause, I made it clear that I didn't knowJust as I didn't know the specific dateI offered a few ideas of what it could beGuardian picked one of the guesses and without sanding out a competent tech, decided that one of my guesses was the proven cause and thus I was ineligible according to their poorly written policyBut the real reason is that they know their policy is useless because they could not repair it in any caseThat's why they are offering me a "full" refund at year or a year policyIf something were to happen to the sofa that was clearly covered, they would have no remedy. But Stickely is confusing the warranty claim on the stains with the damage revealed by the first use of a cleaning kitI'm not asking them to repair damageI just want a new cushionI even offered to pay for a cushionThe fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushionNow what would have been a fairly easy fix is impossibleI understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with GuardianAnd Guardian is only offering me the money they received and not the amount I paid StrickleyI understand Strickley gets a commission on such policies, but they should never have sold me a policy on a sofa they should have known was going to be discontinued.It's not just their sofa, but they made itNo matter what Guardian did or didn't do, the fact is that it defies believe that the only location on the sofa where the surface essentially dissolved is the same place that as supposedly fixedMy wife did notice the damage soon after the cushion was returned and I told her that it was her imaginationSo, yes, we did notice soon after the cushion was returnedWe had asked that the original cushion be returnedIt wasn'tI'm attaching two imagesOne is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaningIt's the same location and sizeThe third image is of the stain I complained aboutIt's not in the same location nor does it look the sameThe deflect is to the left and down (o'clock) from the stain I cleanedThe cleaning was actually most effectiveDuring the cleaning, I discovered the original defectAs I said, my wife felt the difference, but I assumed it was just the natural variations common to good leatherMy wife was right and I was wrong
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I find the unwillingness to help me unprofessionalThere is a life-time warranty on materials and workmanshipThey are trying to convince me that this is some sort of damage on my partEither the cushion that was by both our agreements delivered with a defect and then further damaged by their repair person was then poorly repaired -- and not replaced -- and my cleaning for the first time revealed the original defect or the replacement cushion also had a defect that came to light during the first cleaningCleaning the sofa with a cleaning kit recommended by the "leather techs" sent out by Guardian, does not seem to me to qualify as "abuse, alteration or accident." Either the original cushion was returned to me -- my position -- or they sent me a new cushion that had a problem with workmanshipStrickley wrote that my sofa is still being madeThat may be true, but when I offered to buy a replacement cushion, I was told that the color was no longer being made (see below) and that I would have to redo the entire sofa (The price for this 3564.00, plus tax)They also advised me to ask for my money back from Guardian on my warrantyThat's an odd thing to sayThey sold me an insurance claim that would cover the other spots on the sofa and when Guardian realized that the repair would 3600, they bailedWhat is the use of insurance if the insurer can drop the account when it comes to a claim? Strickley sold me this policy and seems okay with Guardian's behaviorIn fact, they are doing the same thing on their warrantyHere is a relevant quote from Stickley: Good morning, how are you? I checked the leather Dillon Garnet and it has been discontinued. I tried being reasonableI offered to bring in the cushion to their store on two occasionsI even offered to purchase a new cushionThat's when I found out that the cushion cannot be replacedI'm happy for them that the model of sofa is being made, but that's not relevant to this situationIt's a smoke screen designed to hide the fact of my original statement that everyone is behaving as they are because the cushion cannot be replacedI still hold that the original defect was not removed, but hiddenStrickley has given no evidence that the factory replaced the cushion and I have compelling photos that show that this cushion is the same oneIf they believed the flaw in the cushion was worth repairing the first time, when it came back to light, why is it no longer of concern? The fact that the salesperson lied to me should also carry weightBTW, when I purchased the Peace of Mind warranty I was told that it would cover any problem other than abuseI remember clearly the saleswoman, Balya, telling me that as long as I didn't intentionally harm the sofa, I was protected for five yearsI even asked her if my cat scratching the sofa was coveredShe said "yes, but don't expect them to repair it more than once." These were the expectations I had when I purchased the sofaI think it's pretty clear that I have issues that are not intentional abuseSo where is my Peace of Mind? In fact, when I contacted Strickley and spoke to Jill, her first comment after finding my invoice was why are you asking to purchase a cushion when you have a Peace of Mind warranty? So clearly Bayla's description of the policy is still pretty much the caseI guarantee you that no one would buy their warranty if it was described in the bizarre ways it has been described to me of lateI've actually had debates with Guardian if a spill from a water glass was the same as a condensation ring from the same glassApparently, the first would be covered but the second would notI assure you that this level of hair splitting was never mentioned by BaylaStrickley has made a business decision to ignore this issue because the discontinuation of the color makes the price of repair highAnd, if they really believe that the damage I'm reporting is not their fault, then why would a result of my cleaning the surface not then be considered covered by their "peace of mind" warranty? Cleaning the sofa with a cleaning kit recommended by Guardian's leather techs does not sound like abuse to meGuardian steadfastly refuses to answer this questionIt's clear to me that they know that the sofa's surface should not have deteriorated in the way that it didthey don't want to point fingers at the people selling their policies and it explains why Stickley's calls to Guardian "fix the situation" have not been answeredStickley hasn't even told me what Guardian said to them -- just that I should get my money back, if possibleThis is clearly not a situationStickley should be ***et that Guardian is bailing on a customer -- but they don't seem to beI can only assume it's because Guardian also knows the problem and they are both hoping that I'll go awayI plan on taking this to small claims court and to create a web page of my own that describes this sorry state of affairsPerhaps Strickley will reconsider the calculus going into abandoning their customer
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Sincerely,
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We consider this a closed caseThe attached claim is not covered under our limited warrantyCasing in question was replaced in June The model is still available