Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@furniturecareprotection.com
Hi ***
We have researched this claim and cannot find a contract or a complaint for this customer can you get us
their contract number or another name the claim could be under
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
This is in regards to Mr. [redacted]'s loveseat FCP went a head and ordered a new seat casing for him instead of trying to clean as soon as the part comes in we will send a tech out to install. Take Care, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] from Furniture care protection called on Tuesday March 29, to tell us...
that they were refunding the cost of warranty.We were very pleased with that. Although for 3 months we were lead to believe they were going to fix the chair.Also after 3 months we also received a full refund from Lazyboy for the cost of lift chair. THey called on 3/31 It's unfortunate that it took so long to get a resolution to an obvious defect . Total $1624-But in the end we were pleased with resultThank you for your help!Sincerely, [redacted]
regarding Mr. [redacted]'s claim. FCP is contacting him today to offer a reselection as the bed cannot be repaired. He will be given full credit to reselect. Take Care, [redacted]
There is no false advertising. Our website states you have protection against cracking and peeling and tears as a general coverage. Our warranty which the consumer gets from the retailer is their coverage as we have different warranties for each retailer. Mr. [redacted]'s warranty states clearly on the front page cracking and peeling of Top Grain leather in seating areas, and cracking and peeling of all leathers and Vinyl in non-seating areas. There is no false advertising. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The condition of the table comes into consideration when determining a claim and by the pictures she sent in the table will fall under abuse. Furniture Care Protection will refund [redacted] for the cost of the warranty since they do not agree with the decision. Thank you, [redacted]
This is in response to Customer [redacted], The table has been abused and issues not caused by an accident. When reported to us the table has about 7 to 8 areas that have been stained and finish scratched and chipped, also the table has the finish bubbling on about 40% of the top. As stated...
on his warranty our company warrants against accidents from single incidents and every day use and abuse is not covered. If needed I can upload the pictures they have provided us. There for this claim has been denied. Take Care [redacted]
Initial Business Response /* (1000, 5, 2015/10/15) */
Hi [redacted]
We took another look at the pictures and the chair and decided to let [redacted] have a credit back on the chair to reselect. FCP has contacted [redacted] and I believe she is happy with that answer.
Take Care,
[redacted]
Complaint: [redacted]
I am rejecting this response because:There is false advertisement. In no way shape or form does your advertising on your website (screen shoot photo is provided on the attached) indicate any type of exclusions apply. A reasonable person would construe based upon your advertisements that Leather and Vinyl is covered against Cracking, Peeling, and Tears. Please provide me information from your advertisement that any type of exclusion may apply or that certain materials/items are excluded. If you are unable to do that, then you are clearly falsely advertising coverage that you have no intent on covering.
Sincerely,
[redacted]
FCP is not a cleaning service it is an accidental policy. Every day use is not considered a claim. If you have another stain you need to submit a claim but we do not just go out and clean your furniture. Take Care, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Hi [redacted], I don't know what to do for Mr. [redacted] as we can fix his problem and if he doesn't want that the only other option is for me to refund his amount he paid for the warranty. Let me know your thoughts. Thanks, [redacted]
Complaint: [redacted]I am rejecting this response because:I do want the replacement recliner I picked out on Saturday 9/23/17. I was informing you of how I was treated and the price difference in the current recliner and the new one. I don't want to stop the replacement process, I just didn't think the difference in price was fair. To get this over with, I want my replacement recliner delivered promptly without any issues. If the protection plan company feels that it is fair they refund some of my money, because of the difference in price, that will be great if not whatever. At this point as long as I receive my new recliner I picked on Saturday 9/23/17, quickly I will accept it as a resolution to the issue. Sincerely,[redacted]
This is in regards to Ms. [redacted]'s claim. Furniture Care Protection is a accidental warranty from single incidents and multiple claims can be considered use and abuse. I would like Ms. [redacted] to take pictures of the issues and email them to me directly so I can make a decision. My email...
address is [redacted]@furniturecareprotection.com and I will update the claim as soon as I get them. Thank you, [redacted]
I am adding a copy of their warranty and pictures that shows this is just every day use and we are a accidental warranty from a single incident. Please let me know if you need any thing else. Thank you, [redacted]
Complaint: [redacted]
I am rejecting this response because:First if all when I bought the furniture from Freed’s they informed me the warranty covered everything, but pet stains so my apology for that statement. Second of all I have been told for 3 months the parts were on its way and that someone would call me back with a status and no one ever did. As well as a supervisor has never been available to talk to and was told twice they would call me back in 20 or 30 minutes. They did call back the first time 2 days later, at which point I was at work. I called right back and to date no one has bothered to call. I was also told over a month ago that if the parts did not arrive soon my claim would be escalated. Apparently it has not been until now.
[redacted]
Complaint: [redacted]
I am rejecting this response because:It was a single incident. You are making an assumption on how this incident occurred. I have a copy of my warranty. I know what the warranty covers and what it does not cover. This is just an excuse to not honor the warranty that I paid $500 for. I am not satisfied with your company on how it is handling this matter.
Sincerely,
[redacted]
Parts have come in and they will be contacting him this week to schedule the repairs. If the repairs cannot be completed FCP will contact him with other options. Thank you. [redacted]
Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@furniturecareprotection.com
Hi ***
We have researched this claim and cannot find a contract or a complaint for this customer can you get us
their contract number or another name the claim could be under
Thank you,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
This is in regards to Mr. [redacted]'s loveseat FCP went a head and ordered a new seat casing for him instead of trying to clean as soon as the part comes in we will send a tech out to install. Take Care, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] from Furniture care protection called on Tuesday March 29, to tell us...
that they were refunding the cost of warranty.We were very pleased with that. Although for 3 months we were lead to believe they were going to fix the chair.Also after 3 months we also received a full refund from Lazyboy for the cost of lift chair. THey called on 3/31 It's unfortunate that it took so long to get a resolution to an obvious defect . Total $1624-But in the end we were pleased with resultThank you for your help!Sincerely, [redacted]
regarding Mr. [redacted]'s claim. FCP is contacting him today to offer a reselection as the bed cannot be repaired. He will be given full credit to reselect. Take Care, [redacted]
There is no false advertising. Our website states you have protection against cracking and peeling and tears as a general coverage. Our warranty which the consumer gets from the retailer is their coverage as we have different warranties for each retailer. Mr. [redacted]'s warranty states clearly on the front page cracking and peeling of Top Grain leather in seating areas, and cracking and peeling of all leathers and Vinyl in non-seating areas. There is no false advertising. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The condition of the table comes into consideration when determining a claim and by the pictures she sent in the table will fall under abuse. Furniture Care Protection will refund [redacted] for the cost of the warranty since they do not agree with the decision. Thank you, [redacted]
This is in response to Customer [redacted], The table has been abused and issues not caused by an accident. When reported to us the table has about 7 to 8 areas that have been stained and finish scratched and chipped, also the table has the finish bubbling on about 40% of the top. As stated...
on his warranty our company warrants against accidents from single incidents and every day use and abuse is not covered. If needed I can upload the pictures they have provided us. There for this claim has been denied. Take Care [redacted]
Initial Business Response /* (1000, 5, 2015/10/15) */
Hi [redacted]
We took another look at the pictures and the chair and decided to let [redacted] have a credit back on the chair to reselect. FCP has contacted [redacted] and I believe she is happy with that answer.
Take Care,
[redacted]
Complaint: [redacted]
I am rejecting this response because:There is false advertisement. In no way shape or form does your advertising on your website (screen shoot photo is provided on the attached) indicate any type of exclusions apply. A reasonable person would construe based upon your advertisements that Leather and Vinyl is covered against Cracking, Peeling, and Tears. Please provide me information from your advertisement that any type of exclusion may apply or that certain materials/items are excluded. If you are unable to do that, then you are clearly falsely advertising coverage that you have no intent on covering.
Sincerely,
[redacted]
FCP is not a cleaning service it is an accidental policy. Every day use is not considered a claim. If you have another stain you need to submit a claim but we do not just go out and clean your furniture. Take Care, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Hi [redacted], I don't know what to do for Mr. [redacted] as we can fix his problem and if he doesn't want that the only other option is for me to refund his amount he paid for the warranty. Let me know your thoughts. Thanks, [redacted]
Complaint: [redacted]I am rejecting this response because:I do want the replacement recliner I picked out on Saturday 9/23/17. I was informing you of how I was treated and the price difference in the current recliner and the new one. I don't want to stop the replacement process, I just didn't think the difference in price was fair. To get this over with, I want my replacement recliner delivered promptly without any issues. If the protection plan company feels that it is fair they refund some of my money, because of the difference in price, that will be great if not whatever. At this point as long as I receive my new recliner I picked on Saturday 9/23/17, quickly I will accept it as a resolution to the issue. Sincerely,[redacted]
This is in regards to Ms. [redacted]'s claim. Furniture Care Protection is a accidental warranty from single incidents and multiple claims can be considered use and abuse. I would like Ms. [redacted] to take pictures of the issues and email them to me directly so I can make a decision. My email...
address is [redacted]@furniturecareprotection.com and I will update the claim as soon as I get them. Thank you, [redacted]
I am adding a copy of their warranty and pictures that shows this is just every day use and we are a accidental warranty from a single incident. Please let me know if you need any thing else. Thank you, [redacted]
Complaint: [redacted]
I am rejecting this response because:First if all when I bought the furniture from Freed’s they informed me the warranty covered everything, but pet stains so my apology for that statement. Second of all I have been told for 3 months the parts were on its way and that someone would call me back with a status and no one ever did. As well as a supervisor has never been available to talk to and was told twice they would call me back in 20 or 30 minutes. They did call back the first time 2 days later, at which point I was at work. I called right back and to date no one has bothered to call. I was also told over a month ago that if the parts did not arrive soon my claim would be escalated. Apparently it has not been until now.
[redacted]
Complaint: [redacted]
I am rejecting this response because:It was a single incident. You are making an assumption on how this incident occurred. I have a copy of my warranty. I know what the warranty covers and what it does not cover. This is just an excuse to not honor the warranty that I paid $500 for. I am not satisfied with your company on how it is handling this matter.
Sincerely,
[redacted]
Parts have come in and they will be contacting him this week to schedule the repairs. If the repairs cannot be completed FCP will contact him with other options. Thank you. [redacted]