6/29/06 I called to report a tear that is covered on my warranty. I was asked if there was any other damage which I told her two seams (one on each 1/2 of the sectional) had started to separate but I was not worried about them nor was I reporting it to be fixed as it is so minor.
She asked for the exact date of damage, and all I knew according to my daughter who damaged it was it was within the last 3 or 4 days. She told me she would have to decline my claim if I did not have the exact date because as I will notice on my warranty it states unknown damage dates are not covered.
I did not want to lie and make up a date so I told her I would call back with the date as well as inspect my warranty for the unknown date clause, and she gave me my claim number.
I called back with the date and was told my claim was already denied and could not be reopened. I refused to accept that as I was told I could call with the exact date, and was then transferred to customer relations who told me not only could she not reopen my claim to alter information but that the seam separation in addition to the tear gives them the right to conclude I abuse the sofa over an extended period of time and that would decline my claim as well.
I told her on my warranty there isn't an "unknown date" clause which would exclude my claim and that I was not claiming a minor stitch popping out, and it was reported within the 5 days required by the warranty, and I was only giving them the data the requested.
All she did was apologize for her co-workers misinformation and would email her supervisor to correct that information for future claimants, but would not accept the exact date that I was told I could provide.
As such I have a beautiful sofa with an ugly tear that was reported within the required time frame to the required agency and I am told that I will just have to live with it, and sorry you were mislead.
Not only will I ever buy a stainsafe warranty (which only covers stainsafe, not those who pay their company to cover our furniture) I will also never do business with the furniture company that sold me the furniture because of the way stainsafe represents the furniture company with their coverage avoidance practices.
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