Complaint Review: Stainsafe

My partner and I purchased a 5 year comprehensive furniture protection plan through Goldsmiths Department store and provided by Stainsafe. Our cat urinated on the sofa due to a bladder infection. Stainsafe sent out a technician who didn't look at the sofa, but decided the sofa was a general cleaning. This caused Stainsafe to deny our claim.

The sofa did not need a general cleaning. There were large areas where the urine had run. Stainsafe stated since it was not one spot and the technician stated it was a general cleaning the contract was voided. When questioning Stainsafe they refused to send out a second technician.

When I attempted to get resolution I was denied access to a supervisor until I insisted I was not going to hang up the phone. On one such occurrence the customer service rep hung up on me. The contract states Stainsafe will clean upholstered fabric and leather furniture of "Human and pet bodily fluids". It dose not say anywhere in the contract that the stain can only be a certain size or it has to be a spot. They say it is their legal right to deny the claim. And now we have to appeal the denial. In the mean time we are stuck with a sofa that is not usable and are spending our time and money to ensure that the sofa gets clean. We basically bought a worthless contract.

We are out of the money for the contract, money for a new sofa if we can't clean it, because the contract states if they can't clean it they will reimburse us for a new couch which is not going to happen. Plus the time spent in having to fight with Stainsafe, go through the appeal process, and write letters to consumer agencies.

Jeffrey
Memphis, Tennessee
U.S.A.