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To Whom it May Concern, We have reviewed the customer's Statement of the Problem Pilgrim will be happy to assist the customer with the issues they are having with the extended warranty company Pilgrim has spoken with the customer and we have ordered new cushion cores and casing that have the odor These parts will arrive at our Southington Pilgrim location in about weeks, the customer is aware of this and has plans to pick them up here once they arrive in Alison K

Complaint: [redacted] I am rejecting this response because: The issued started the 1st few months of purchase from PilgarmI felt as though they constantly put a band aid on the issue untill the warrantee kicked in Which I had purchased from PilgramI have heard from [redacted] today and they are claiming it willl now be July 28th or longer.( going on months) They also said they were waiting for parts from Pilgram hadAgain, this issue began the first year of Pilgram purchase, I knew something was wrong with both couches from the begining but, everytime they promised, this will be the last timeThat is the only reason I hung inAlso, I had lost so many days of work and timeIt is very fustratingAt this point I am working with a girl who's name is [redacted] , she deals with their warrantee [redacted] And I am hopeful they can handle thisI only want what is promised iwithin reasonable timingWe are now going on years.......................................now that warrantee will soon run out Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It has been months and I am still waiting for [redacted] to come to my homeThey said they "Migh"t come out Aug 3rd They willl confirm the day beforeThey claim they had been waiting for Pilgrim to call when the parts came inWhen the warranty was sold to me by Pilgram I was promised" Everything" was covered for years? ~ Guess he was a great salesman......................................................I feel they should have taken some responsability since they have a deptthat deals with wararranty and they sold it to me Sincerely, [redacted]

I have already contacted the customer, we will be sending out a service technician to evaluate the damaged furniture

Good Afternoon, A service technician has been scheduled to go to customer [redacted] home for Thursday6/11/ We will further discuss his furniture once the technician does the service Thank you, [redacted] **

To Whom it May Concern: Pilgrim Furniture has reviewed the complaint and contacted the consumer, [redacted] , directly Pilgrim sent a technician at no charge to inspect the sectional in question Upon inspection our technician, who has over years of experience, found that damages done to the sectional was from customer abuse The damage was extensive and done over an extended period of time As a courtesy Pilgrim offered to do a best effort repair, sew and clean the 2pce sectional from which the consumer paid $for The consumer denied this service This set is far outside the one year warranty from manufacture defects that Pilgrim offers The customer is unhappy with the extended warranty company which is a separate entity from Pilgrim Furniture I explained to the consumer that she would have to speak directly with the company, Protection First to discuss her concerns Thank you, [redacted] ** Service Manager

To Whom it May Concern, Pilgrim Furniture & Mattress City has tried assisting this customer as best as we possibly can The customer is several years out of her warranty with Pilgrim Furniture & Mattress City The customer purchased the extended warranty in case of accidental damages and it should be up the extended warranty [redacted] , [redacted] , to resolve her issue at this time Thank you, [redacted] Pilgrim Furniture & Mattress City Service Manager