Complaint Review: Stainsafe - Palm Beach Gardens Florida

I purchased a sofa and loveseat in Oct 2003 with the additional 7 yr Warranty. The Value City Furniture salesperson stated it was a wonderful way to protect my new furniture in case of a stain, tear, rip or burn. Being I have 2 children, 2 cats and 3 dogs I was urged to purchase this as peace of mind. I agreed until today.

I called Stainsafe to report there were pinholes and several small tears in my faux microsuede sofa. The rep told me where to go online to file a claim. I did so immediately.

Several days later I received an email stating :

Dear Warranty Holder,

Thank you for your email or fax. We have confirmed receipt of your claim form.

Your claim number is _???? _.

While we make every effort to accommodate and satisfy our consumers, we regret to inform you that your claim has been declined for the following reasons:

Per the terms and obligations of your limited product warranty, each occurrence of damage must be reported to Stainsafe within the time frame stated on your limited product warranty certificate. Stainsafe views multiple areas of damage as an indication of a lack of adherence to the reporting time frame as required in order to obtain service. Unfortunately, any claim reported outside this time frame must be declined.

If you require a technicians referral to assist you with this issue, please call our warranty center at the telephone number referenced on your limited product warranty certificate or reply back to this email. Please note that any service provided by an authorized Stainsafe technician on a denied claim will be at the expense of the warranty holder.

If you have any questions regarding coverages, exclusion and warranty holder responsibilities, please refer to your limited product warranty certificate for detailed information.

Respectfully,

On-Line Customer Care Correspondent

Stainsafe, Inc.

I immediately contacted Stainsafe once again and was told by the rep the same thing the email stated. I informed the rep the tears and pinholes were all at the same time and that I did indeed contact them in the time frame. The rep then repeated that multiple damage areas were excluded. That a maximum of only 2 areas were allowed. But since there was more than 2 areas the claim was being denied.

I asked to speak to her supervisor and was transferred. The supervisor came on and repeated exactly what the email stated. When I persisted telling him my contract does not mention only 2 damage areas are allowed he stated "It doesn't matter we are not covering the damage and that Stainsafe is not going to overturn their decision.

When I asked to speak to his supervisor, the president of the company or the CEO he stated this is as far as the discussion goes. The only name he would give me was his supervisors name. He refused to allow me to speak to anyone else and stated he was going to hang up the phone.

I am now waiting for Value City Furniture to send a tech out to take pictures for the manager to view and if he thinks Stainsafe should cover it he said he'd contact them. I certainly won't be holding my breath after reading all the complaints lodged against Stainsafe and/or Value City Furniture. Never again will I purchase an extended or protection warranty.

C. toulson

Canton, Ohio

U.S.A.