Complaint Review: Uniters North America - Riviera Beach Florida

Found a couple of unidentified stains on my sectional purchased from Macy's a few years back. As I had also purchased their Worry No More protection plan, I called the warranty company, Uniters North America, and reported my findings of the stains (claim# C1346540). I was asked what kind of stains they were, but as I was unsure or their origins and did not want to make a false statement I replied: "I don't know". The claimant rep then suggested the category "food stains". I accepted for lack of more precise knowledge. She also asked when the stains had occurred: I answered truthfully that it must have originated within the week prior to my call. A technician was sent out a few weeks later (beginning of June). He attempted to clean the stains with chemicals and a small steam vacuum. He was able to resolve one stain. The other stain, he said, was a small burn. As burns are also covered by the warranty, he said he would ask the company to send out a replacement cushion cover, and that it would take 5-7 weeks to arrive. He suggested I call them back once the cushion cover arrived in the mail if I needed help putting it on the cushion. Today (we are now beginning of August, 8 weeks after the tech guy came out) I was wondering why the cushion cover still had not arrived and decided to call Uniters. I was told, rather rudely I may add, that my case was closed and that no order for a replacement cover had been placed, as a new cover had not been mentioned in my original claim (now, how could I have known that I needed a new cover if I didn't know the stain was a burn?). Thus, since my claim was labeled "food stain", and they had indeed managed to resolve one stain, they had satisfied my claim, they argued. I asked them that if that was the case, why had the technician told me a replacement cover would be ordered because of the other stain (the burn) and arriving in the mail. The rep told me that technicians had no business promising such things, that they are "just the once who cleans things". She also argued that I had received an email stating that the case was fulfilled and closed. I informed the rep that I had neither received email nor mail as to the status of my case. It was also soon confirmed, by a Uniters supervisor I later asked to speak with, that indeed they did not have my email on file and no correspondence had been sent. The supervisor also admitted that in their notes the technician had recommended that a new cushion cover should be ordered as the reported stain (burn) was not fixable otherwise. But, she added, the Uniter's agent who reviewed my case and decided to close it did so because my original claim didn't include the word "burn" (this in spite of the technicians recommendation of a new cover). I told her I understood that there had been a miscommunication by the technician and that those mistakes happen, but now that we had all the proof needed from my file's notes etc, we should be able to rectify the incident by simply placing an order for the cover (it wasn't that I asked for a whole new sectional, just a measly seat cover!). She repeated that because the word burn was not in my original claim, the case was closed and would remain so. I have (regrettably) purchased the Worry No More protection plan for ALL my purchases from Macy's. Uniters is a scam and needs to be held accountable.