Today's Home

Dear [redacted], In response to your letter dated 7/25/2016 on behalf of [redacted].Unfortunately, the leather warranty that Ms. [redacted] purchased does not cover damages from animals outside of pet stains. As you can see from attached picture, the damage is rather extensive. Like any insurance policy...

there are exceptions to coverage which the consumer receives from as at delivery. [redacted] ###-###-#### makes these decisions independently of our company. We did call [redacted] to support Ms. [redacted], but they played us a taped recording in which she indicated dog damage.To further support Ms. [redacted] we have found a repair service if she so chooses to use it. We connected her with [redacted] ###-###-#### a leading expert in leather repair.I wish there was more that we could do at this point, unfortunately this type of damage is not covered.Sincerely, Jeff L[redacted] President

Review: I would to share with you an experience I had regarding a furniture protection warranty sold to me by Today's Home/ DFO in Greentree PA.ile a I purchased $3500.00 leather sectional from this store location. Because I have a dog, their staff recommended that I buy their furniture protection warranty. They stated that any and all damage would be covered. So I purchased the 5 year warranty from them for $213.00. Fast forward 4 years, I tried to file a claim for a tear in the leather. The [redacted] rep asked me how the couch got damaged - I stated that I did not know...that I came home and saw the rip and thought maybe that my dog did it.

The request was IMMEDIATELTY denied because I did not know how the rip occurred and therefore it was not an "accident". When I challenged that, the rep IMMEDIATELY responded with a new denial. NOW I was denied because I said that my dog did it and pet damage is excluded from the warranty. I never stated that my dog caused the damage.

The Guardian rep states very specifically that if you do not word your claim correctly, you cannot change it at any time. If you read up on consumer complaints about this company, you will see that this Guardian’s modus operandi.

I have always liked this furniture company but I feel I can no longer do business with them as long as they continue to sell this company’s scam warranty.Desired Settlement: I would like to have the damaged section of the couch to be fixed or replaced. Even though I purchased the warranty on 7/13/2012, at the very least, I would like the entire price of the warranty ($213.00) to be refunded in cash (ie no store credit).

I know that the staff receive commissions by selling these scam warranties, but as a local company, I feel they have a obligation to their locals customers to be forthcoming about the poor quality of the warranty services provided by [redacted].

Business

Response:

Dear [redacted], In response to your letter dated 7/25/2016 on behalf of [redacted].Unfortunately, the leather warranty that Ms. [redacted] purchased does not cover damages from animals outside of pet stains. As you can see from attached picture, the damage is rather extensive. Like any insurance policy there are exceptions to coverage which the consumer receives from as at delivery. [redacted] ###-###-#### makes these decisions independently of our company. We did call [redacted] to support Ms. [redacted], but they played us a taped recording in which she indicated dog damage.To further support Ms. [redacted] we have found a repair service if she so chooses to use it. We connected her with [redacted] ###-###-#### a leading expert in leather repair.I wish there was more that we could do at this point, unfortunately this type of damage is not covered.Sincerely, Jeff L[redacted] President

Review: After 5 months of light daily use, the finish on a $4,000 table top started flaking and peeling away. Today's Home agreed to send out a repairman who used a wax marking stick to color in the flaking finish. The colors were many shades different and this made the finish look even worse. After a discussion with Todays Home, the blame was entirely placed on the user saying that the table was mistreated and water caused the flaking of the finish which voided the warranty. This was an incorrect statement and Todays Home refused to back the product sold.Desired Settlement: Refinish table top or replace table with new.

Business

Response:

in response to Mr. [redacted]’s claim of 12/3/14 our service technician went to Mr. [redacted]’s home on 11/14/14 and it was his determination that the peeling was the result of moisture being set on the table. We submitted the above-referenced claim to [redacted] as well as all of our information from our service technician’s visit to Mr. [redacted]’s home as well as photos of the table. The claim was rejected from various levels of authority at [redacted] to replace the tabletop stating that the consumer was placing wet products directly on the tabletop and this causes flaking and peeling. Our service technician said that as a courtesy he filled in the table with a marker and told the consumer not to place anything wet or hot directly on the table top. He also recommended that they have glass cut and placed on top of the table to prevent further damage. Our Executive Vice President of Customer Service, [redacted], offered Mr. [redacted] the option of purchasing another table well below our cost. This information was conveyed to Mr. [redacted] on Saturday, December 20, 2014. If you need anything further please feel free to contact me. Thank you.