Great White Bottling, Inc.

Complaint: ***
I am rejecting this response because: I did some research and found that several other customers have complained about the comprehensive warranty they purchased 99% of all complaints were the same thing No one was give a copy of the warranty, everyone was sold on the warranty for basically the same reason we were all told you could basically break the furniture on the last day of the warranty and you would get new furniture So somewhere GWBC is telling the *** *** stores to sell the comprehensive insurance this way Someone is getting a big kick back for sell the insurance and being dishonest about what they are selling.Again GWBC is stating that since I cannot tell them how my furniture broke they will not honor the comprehensive insurance How does anyone really know how furniture breaks I work full time have two kids and two dogs, daycare comes to my house, we go on vacation and have house sitters so when I went to open the foot rests and they were broke how should I have explained better then I don'' know how they broke I have kids and they could not tell me If I had stated my year old took a pair of scissors to the couch would they have cover this is, no They do not cove issue by children If I stated my dogs ripped a hole in the leather would they have covered it NO, I am sure they don't cover damaged by pets Put since No One Ever Gets A Copy of the Warranty how would we all know Plus were are lied to just so someone makes a great commission for selling the insurance I have asked GWBC to call me or respond to my emails, they will not contact me I want a copy of the warranty that I purchasedemailed to me by GWBC I want someone from GWBC to contact me and explain what they will cover in detail by incident I want to know when my comprehensive warranty is up and can I file a claim in the future if something else breaks on my pieces of furniture that I purchasedI am a customer service rep and if I handled a customer like GWBC did I would be fired
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The information you keep providing is INACCURATEThe claim we have filed was not a surface scratch, nor was it wear and tearThe fact that your company refuses to acknowledge this, and own up to your own warranty, is disturbing and leads us to believe you are scamming many other customers, especially due to the fact that you're still allowing companies to sell your "warranty" under pretenses.We have been working with *** *** and THEY are approving the replacement of our table, due to the vague terms of coverage in your "warranty", and they acknowledge that the table SHOULD be covered under the warranty that you continue to deny.Your company should take note from them on customer service, and how to make things rightI will still continue to tell people about your unethical business practices, and make sure they don't purchase any "warranty" from you again
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/28) */
We have claim numbers under this name - Claim number *** showing that we replaced furniture pieces: a nightstand, a footboard, a siderail, and a dresserReplacing the pieces then renders the warranty fulfilled and voids it on those pieces
We also have claim XXXXX for a footboard, nightstand, and entertainment centerThe footboard and nightstand had already been replaced and therfore are not coveredThe picture sent to us of the entertainment center doesn't show any actual damageIf it is broken off, we need to see a picture of where the leg is broken off and we can then re-open the claim for reviewHowever, the picture we were sent doesn't even show the leg as detachedI've attached the one we have to this Revdex.com claim for reviewOnce we receive a picture showing damage done to the entertainment center along with the claim number, we can re-open it and review it
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the furniture was replaced the first time I repurchased the warranty, all pieces are covetedI can take more photos, that's not a big deal, I could of done that a year ago, had someone communicated with me
Final Business Response /* (1000, 17, 2015/10/28) */
We have finally received the additional invoices from the store and are currently reviewing them for this claimWe will be getting back to the customer directly after we have been able to look over these invoices and determine what needs to happen with the furniture
Final Consumer Response /* (3000, 19, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty is not being honored as I purchased itWhen it was sold to me, they said "it covers everything except surface scratches"...now the list of things it does not cover is has grown

We apologize for the inaccurate information that was given about what the warranty covers at the store. However, you should have received a copy of the warranty agreement contained in the package of cleaning products you received with your furniture purchase. The warranty you purchase
covers many type of damage on wood furniture, however the damage you described on the table is unknown surface issues on the table top, this could have been caused by many different things and unfortunately as you described you do not know what caused the damageAs to the chairs and the screws falling out of them, unfortunately the warranty does not cover attaching hardware or maintenance of attaching hardware. However, you were advised that your furniture is under year old and you can inquire with a Store Manager whether or not this piece is still under the manufacturer’s warranty coverage Again, we apologize for any inconvenience. SincerelyGreat White Bottling###-###-####

***The warranty that was purchased in was a stain only warranty, and the claim submitted in our office is for cracking leather on the foot rest Unfortunately, the warranty again is for stains only on the furniture and does not cover any other issues with cracking or peeling of the
leather surface Although, you should have received a hard copy of the warranty contained in the box of cleaning products that you received when you purchased your furniture Therefore, the damage reported to our office does not fit with the damage guidelines for the warranty that you purchased. We apologize for any inconvenience. Thank you Great White Bottling***

We apologize for the inaccurate warranty information that was given about what the warranty covers at the store, we represent the warranty portion of the purchase onlyAlthough, you should have also received a hard copy of the warranty contained within the box of cleaning products that
you received when you purchased your furnitureThe claims that we see are the fire on the console caused by the usb port and a broken handle on a reclinerBut as to the finger nail polish, the warranty purchased covers accidental stains from food, beverages, animal and human bodily fluid stains only, but does not cover stains such as inks, dyes, wax, lacers paints or adhesives as stated in red on the warranty written copy This warranty does not provide coverage for electrical items such as usb ports or any issues directly related to them, again the warranty is for accidental damage The other claim that was submitted was for a broken handle, the warranty also does not cover hardware such as handles, although we did locate the handle and made arrangements for the handle to be picked up at the local store as a courtesy to the customerAgain, we apologize for the misrepresentation of the warranty at the store, feel free to contact the store manager regarding that issue. Thank You***Great White Bottling###-###-####

We apologize for the inaccurate warranty information that was given about what the warranty covers at the store, we represent the warranty portion of the purchase onlyAlthough, you should have also received a hard copy of the warranty contained within the box of cleaning products that
you received when you purchased your furniture The claims that was submitted for a hole going through the material, after review of the photos based on the description given by the customer as to the damage, after review of the photos there is no hole through the fabricIt appears to be stretched fabric that appears to now be sagging on the front of the unit. The warranty purchased covers accidental stains, punctures and burns through the fabric/leather upholstered furniture as stated at the top of the warranty copy Again, we apologize for the misrepresentation of the warranty at the store, feel free to contact the store manager regarding that issue. Thank You Great White Bottling ***

*** The damage that you reported to our office is deflation of the backrest and/or stuffing that has fallen inside of the unit, causing wires to be felt through the material and was there was nothing that you did to cause this problem with the exception of use. The
warranty that you purchased is for accidental damages but is not an extension of the manufacturer’s warranty. The decision was based on your description of the problem and it was determined that the problem is wear and tear from use over time and you advised problem began at the beginning of this year There are time limits to report damages, in which you were advised of those limits in an email that was sent to you on September 20th after the decision was sent. We apologize for the inaccurate information that you were given at the store about what the warranty covers. However, you should have received a hard copy of the warranty contained within the box of cleaning products that outlines what is covered and you received with your furniture purchase. Best Regards *** *** ***
***

*** We apologize for the inaccurate information that you received at the store about what the warranty covers. However, you should have received a hard copy of the warranty contained in the box of cleaning products you received with your purchase that out lines the warranty
coverage. As to the delay on your claim decision there was communication sent the day after claim started and no reply was received, the email was advising of the additional information that was needed from you in order to complete the process, once all information was received from you the claim was completedYou submitted a claim for a 2” long by 1/8” area of missing finish on the table top along with other areas of wear and tear, such as missing finish and other areas of use scratches on the surface and rubbed off finish from use and these issues do not affect the intended function of the furniture pieceThe warranty covers breakage of the wood, stone and glass but does not cover surface issues or wear and tear issues from use of the furniture. Wear and tear is damage that naturally and inevitably occurs as a result of use or age. We apologize for any inconvenience. Best regards Great White Bottling ###-###-####

We apologize for the inaccurate information that was given about what the warranty covers at the store, we represent the warranty portion of the purchase only. Although, you should have received a hard copy of the warranty contained within the box of cleaning products that you received when
you purchased your furniture The claim submitted was for bent/broken foot rest on both ends of the sofa, after review and based on of all information given and sent for the claim, the cause for the damage was having children Unfortunately, the warranty states damage from a single accidental incident, and as you described the cause of the damage was “ I have children”, unfortunately that is not a cause of the damage only describes that this is how it could have happened, but not an explanation of how the damage occurred Again, we apologize for the misrepresentation of the warranty at the store, feel free to contact a store manager regarding that issue Thank you Great White Bottling ***

We apologize for the inaccurate information that was given about what the warranty covers at the store. However, you should have received a copy of the warranty agreement contained in the package of cleaning products you received with your furniture purchase, that details what is and is not covered by the warranty. The warranty you purchased covers many type of damage on wood furniture, however the damage you described on the table is unknown surface issues on the table top, this could have been caused by many different things and unfortunately without a cause given for the damage we are unable to determine if the damage fits within the limited warranty coverage. As to the chairs and the screws falling out of them, unfortunately the warranty does not cover attaching hardware or maintenance of attaching hardware, this is the responsibility of the purchaser. However, you were advised that your furniture is under year old and you can inquire with a store manager whether or not this piece is still under the manufacturer’s warranty coverage. Again, we apologize for the misrepresentation of the warranty at the store, feel free to contact the store manager regarding that issue. Thank you Great White Bottling ###-###-####

Revdex.com:
I am still not satisfied with the warranty information provided to me, because I never did receive a copy of the warranty or any cleaning products from the store. However, I can tell this is a losing battle and I am not sure who is really at fault
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:this company is a joke! Within the last days they have received a 1star rating along with multiple complaintsI called when I noticed the damage before the tear had happenedThe furniture NOW has a huge hole as I stated but again you FAILED to listenI asked to resend the recent photos your office declined to acceptAfter pushing this to furniture rows corporate office they found it in the best interest to replace my damaged piece of furnitureI would never recommend to anyone again to purchase great whites warranty, it's a scam! And for your records I have a hard copy, I fell within guidelinesI just chose not to wait until it to tear to save your company MONEYSo in satisfied with furniture row, not you! Again SCAM!!!!
Sincerely,
*** ***

The issue on the armless chair was covered under our protection program and we authrized the store credit on 4/Also this was notified to the customer on 4/I confirmed with the store today that they have ordered the replacement item with the manufacturerThe customer will receive the
replacement item under our program, after the store receives it from the manufacturerUnfortunately issues on the other items are not covered due to cumulative damageWe processed the case based on the customer's report "noticed 2-months ago, just wear & tear" and "noticed months ago, unknown cause"Our program has specific guidelines and time limits and these damage has not met the qualification guidelines

Mr [redacted] Purchased the furniture in question in February of 2011, and the warranty sold at that time does not cover surface issues of wood furniture. The warranty copy that Mr [redacted] was given at the store was an incorrect, that particular warranty was changed and not in place until mid 2015....

 Therefore the surface and discoloration on the table or the upholstery issues on the chairs, claimed on this claim are not covered by the warranty purchased in 2011, and the current 2015 warranty coverages differ from the 2011 warranty that was actually purchased with the furniture at that time.Thank you [redacted] Great White Bottling[redacted]

I do not accept and again I called [redacted] and they keep saying call the Warrenty I can not get anywhere with anyone   Very discussded with this whole process and with the furniture table of discoloration fairing of the wood  and yes I don't know how it happened but seriously why do warrebtys if no o e can get anywhere with it and waste money doing so what a waste of a company from the Warrenty and [redacted]

I was told that the warranty was for everything then when I called they said only stains 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We apologize for the inaccurate warranty information that was given about what the warranty covers at the store, we represent the warranty portion of the purchase only. Although, you should have also received a hard copy of the warranty contained within the box of cleaning products that...

you received when you purchased your furniture.The claim is for surface issues and the warranty purchased is for Breakage of wood, glass and stone components of wood furniture, and does not cover manufacturing, quality or workmanship issues of wood furniture.  Wear and tear includes scratches, surface issues such as variations in color, shine, dullness or other appearance changes that are to be expected through the use of furniture composed of natural materials. Again, we apologize for the misrepresentation of the warranty at the store, feel free to contact a store manager regarding that issue. Thank youGreat White Bottling###-###-####

[redacted]   We have looked back into the claim you submitted in our office regarding the damage on your furniture purchased in 2012.  However, you should have received a hard copy of the warranty within the box of cleaning products you received with your purchase, that outlines what the...

warranty covers.   There are multiple problems you reported to our office on your sofa and love seat and these are the reasons for the denial of your claim.  The discoloration in areas that you described on both pieces appears on arm rest, seat cushion, back rest and foot rest these are the most commonly used areas in which your body/clothing comes in contact with most often.  As to using the cleaners supplied, all products are clearly labeled with instructions on back:  Test on an Unseen spot for Color Fastness prior to use on furniture, all of our products are biodegradable and earth friendly water based products.   As to the tear that you have claimed, this is a seam separation on the back rest, the warranty is for punctures through the material, but does not cover seam separations on upholstered furniture.   The balance of the claim was for stains, these problem that we are seeing is that these are areas of wearing of the leather and is beginning to peel in different areas of the units, unfortunately the warranty does not cover issues with the leather surface such as discoloration, cracking, flaking or peeling of the leather finish.  Unfortunately, all of the problems that you described are areas of wear and tear, wear and tear is naturally and inevitably occurs as a result of normal use and/or age.  We apologize for any inconvience.    Best Regards Great White Bottling ###-###-####

We apologize for the inaccurate information that you received about what the warranty covers at the store, we represent only the warranty portion of your purchase .  However, you should have receive a hard copy of the warranty document contained within the box of cleaning products that you...

received with your furniture purchase.  The claim was submitted for waring of the leather surface, after review of the photos and based on the description given by the customer as to the damage, it was found that the warring of the leather surface. The warranty purchased covers accidental stains, punctures and burns on fabric/leather upholstered furniture as stated at the top of the warranty copy. As stated in the coverage purchased:  Normal Wear and Tear is to be expected through use of furniture, and this Warranty is not a guarantee to maintain or restore Like New Condition or appearance for the duration of the Warranty.Again, we apologize for the misrepresentation of the warranty at the store.Best Regards[redacted]