Complaint Review: GBS Warranty Inc - Texas

I will copy our latest correspondence below so you can see for yourself....

Me: I asked so many questions prior to purchasing this warranty, to the point that it became kind of a joke with the employees! I was assured my new sofa would be covered if we experience problems with animal fluids, etc. so against my better judgement, we splurged for the 5 year plan to cover this expensive furniture. I have not made any claims whatsoever until recently & never received a response to my first claim. I called to check on it a couple of weeks later & was told they will not do anything other than clean the outter material of the furniture. No deeper than that, which isn’t of much help. Needless to say, they still have yet to send anyone out & I have actually just filed a subsequent claim which I don’t expect to go much different. But I will definitely come back to change my review if it actually does!!! It seems they get away with ripping people off because there is no one to hold them accountable considering people don’t tend to file bad faith lawsuits on lower amounts like this, but perhaps it is time for “we the people” to finally put an end to this type of bad business. 

Mrs. Kristen, thank you for reaching out to GBS Enterprises. We are sorry to hear that you have had such a frustrating experience. We have located your file, and a full replacement was processed for your reclining sofa, and sent over to the store. If the store has not contacted you already concerning your full replacement, please contact your store of purchase. Thank you for being our customer, and we look forward to providing you with a better experience in the future.

me: I appreciate your response, but I am slightly confused by it. The only call we have received regarding our claim (to my knowledge) was yesterday & they said someone was planning to come clean one part of it this Saturday. 

No one has mentioned anything about a replacement & I am unsure of who we would need to contact about that considering the STASH Home store where the furniture was purchased/custom ordered from has closed down. However, The Ashley Home Store that used to own it is still open, but I don’t know if that is who would be providing us with a replacement? Would you further clarify/advise please? Thanks Again!

GBS Reply: Mrs. Kristen, thank you for your response. Please disregard the previous message I sent before. The technician was assigned to your claim, and the appointment is set for tomorrow 7/24/21. Thank you for your patience, and thank you for being our customer.

Me: 

The tech came here Saturday & determined that we need all of the seating & back cushions replaced so he chose not to clean any of it & he took photos. We would like to know what kind of timeframe to expect for getting them? Thank you

NOTE: I HAVE THIS CONVERSATION RECORDED WITH EXACTLY WHAT WAS SAID WHILE IN MY HOME!!!!!! Yet, they STILL LIE!!!!!!!

GBS Reply: Mrs. Kiste, thank you for your response. We are waiting on the technician's report and photos. Once we have received them, we will further process your claim. Once the claim is processed, we will contact you with the outcome of the claim. Thank you for being our customer.

*NOTE: I already called & confirmed they had the report so this is incorrect also! 

Me: In follow up to our last correspondence sent to me on 7/29...

“Mrs. Kiste, thank you for your response. We are waiting on the technician's report and photos. Once we have received them, we will further process your claim. Once the claim is processed, we will contact you with the outcome of the claim. Thank you for being our customer.”

I called & spoke with a customer service rep today who informed me that the technician report had been received on your end, however, we still have not heard anything back & no updates were made to the claim status in the online portal yet. He went on to tell me again, after doing all of this, that out claim will not be covered under the policy due to accumulation. 

1. I am very aware that accumulation is not covered under this warranty/policy.

2. I did not file an accumulation related claim.

3. The tech who came out is who made the decision not to clean that day based on what I told him happened.

He did not actually inspect the furniture closely or even go within arms length of the sofa. He states “I’m going to let them know y’all need app six cushions replaced” & he said that we should hear back about how long it would take to receive them after 5-7 days. Then he snapped a few pictures from across the room (none up close) & I assumed there was no reason to doubt what he told us. 

Now, here we are again weeks later still without furniture which is turning into a huge inconvenience & even more wasted time for us. So, if in fact, you are not going to be of any help with resolving this claim/issue, please just state that so we can finally move on with figuring out a “plan b” to replace our furniture rather than giving us conflicting info, jerking us around & dragging it out for over a month with no intention of providing a solution.

GBS Reply: Mr. and Mrs. Kiste, thank you for your response. We assigned a technician as promised to service the chaise, and per the technician report and photos, you have an accumulation of different stains on the chaise portion, as well as all of the other portions of your sectional. The protection plan that you purchased does not cover an accumulation. We are unable to further service this claim, but we can advise you of licensed technician information to have your sectional generally cleaned at an out of pocket expense. We do apologize for the inconvenience, and we look forward to servicing you for any covered issues in the future. Thank you for being our customer.

Me: 

This is absolutely NOT true & a BS answer that you guys give almost everyone!!! I didn’t make a claim about “accumulation” & the technician never even got to look at any of it. When I told him about the incident that happened, he decided that we would need them replaced. His words not mine! The sofa was never looked at close enough to know. And there is no accumulation on stains…. this is from a medical event. You continue to prove my point in your latest response.

THIS IS WHERE WE ARE LEFT NOW IN THIS PROCESS WHICH HAS BEEN A COLOSSAL WASTE OF TIME, ENERGY & MONEY... NOT TO MENTION A HEADACHE! Plus, now we have to go replace a $3k sofa I had custom made at Stash Homestore less than 4 years ago that we just finished paying off this year! Yes, of course, I'm livid & hope to save others from this experience/scam!!!