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 Guardian. At 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 cleaned. They were shocked. When 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 photos. I agree that Stickley does not do repairs, but the factory did. Perhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did know. There 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 matching. I regret that I did not send that sample piece because then I would be sure I had been given a new cushion. It 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 damage. I did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofa. What they knew, and I later found out, is that the sofa is no longer sold and thus not repairable. They did in fact reject my claim because they said the stains were caused by long term body oil. As 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 statement. But refused to send out a new tech. It's true that I don't know the exact date of the stain, but I am sure it was within 30 days of the report. As for cause, I made it clear that I didn't know. Just as I didn't know the specific date. I offered a few ideas of what it could be. Guardian 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 policy. But the real reason is that they know their policy is useless because they could not repair it in any case. That's why they are offering me a "full" refund at year 3 or a 5 year policy. If 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 kit. I'm not asking them to repair damage. I just want a new cushion. I even offered to pay for a cushion. The fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushion. Now what would have been a fairly easy fix is impossible. I understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with Guardian. And Guardian is only offering me the money they received and not the amount I paid Strickley. I 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 it. No 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 fixed. My wife did notice the damage soon after the cushion was returned and I told her that it was her imagination. So, yes, we did notice soon after the cushion was returned. We had asked that the original cushion be returned. It wasn't. I'm attaching two images. One is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaning. It's the same location and size. The third image is of the stain I complained about. It's not in the same location nor does it look the same. The deflect is to the left and down (7 o'clock) from the stain I cleaned. The cleaning was actually most effective. During the cleaning, I discovered the original defect. As I said, my wife felt the difference, but I assumed it was just the natural variations common to good leather. My 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]
We consider this a closed case. The attached claim is not covered under our limited warranty. Casing in question was replaced in June 2014. 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]
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 [redacted]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 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]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 Guardian. At 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 cleaned. They were shocked. When 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 photos. I agree that Stickley does not do repairs, but the factory did. Perhaps Stickley was not aware the factory made a repair and not a new cushion, but I suspect that they did know. There 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 matching. I regret that I did not send that sample piece because then I would be sure I had been given a new cushion. It 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 damage. I did try to use the peace of mind guarantee and everything was fine until the leather techs saw the sofa. What they knew, and I later found out, is that the sofa is no longer sold and thus not repairable. They did in fact reject my claim because they said the stains were caused by long term body oil. As 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 statement. But refused to send out a new tech. It's true that I don't know the exact date of the stain, but I am sure it was within 30 days of the report. As for cause, I made it clear that I didn't know. Just as I didn't know the specific date. I offered a few ideas of what it could be. Guardian 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 policy. But the real reason is that they know their policy is useless because they could not repair it in any case. That's why they are offering me a "full" refund at year 3 or a 5 year policy. If 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 kit. I'm not asking them to repair damage. I just want a new cushion. I even offered to pay for a cushion. The fact of the matter is that they sold me a discontinued sofa and the factory did a surface repair on a defective cushion. Now what would have been a fairly easy fix is impossible. I understand their position is a difficult one, but if the factory had sent a new cushion, I would only have a problem with Guardian. And Guardian is only offering me the money they received and not the amount I paid Strickley. I 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 it. No 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 fixed. My wife did notice the damage soon after the cushion was returned and I told her that it was her imagination. So, yes, we did notice soon after the cushion was returned. We had asked that the original cushion be returned. It wasn't. I'm attaching two images. One is from the cushion before it was sent to the factory for repair and the second one is what happened after the cleaning. It's the same location and size. The third image is of the stain I complained about. It's not in the same location nor does it look the same. The deflect is to the left and down (7 o'clock) from the stain I cleaned. The cleaning was actually most effective. During the cleaning, I discovered the original defect. As I said, my wife felt the difference, but I assumed it was just the natural variations common to good leather. My 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]
We consider this a closed case. The attached claim is not covered under our limited warranty. Casing in question was replaced in June 2014. 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]
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 [redacted]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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]