I purchased a recliner couch from Value City Furniture in Chesapeake, Virginia in April. I also purchased a 7 year fabric protector warranty from Stainsafe. On November9 an accident happened and the cushion was burned. I immediately called Stainsafe, reported the accident and was given a claim number. Stainsafe requested information that was not included with my paperwork so I contacted Value City and received the information which I sent to Stainsafe within the alloted 30 day time frame.
On December 8 I called Stainsafe. They approved the claim and said that I should receive a letter within 4 to 5 days stating a time frame for the repairs. I received a letter dated December 13 informing me tat a part replacement has been authorized for the cushion. It said that the manufacturer will ship these items directly to me within 8-12 weeks based on availability and upon receipt of parts I must contact Stainsafe within 14 days if a technician is required for installation. If I had not received the parts within this 12 week time frame it was important for me to contact Stainsafe within 14 days or they will conclude that the claim was completed to my satisfaction.
I phoned Stainsafe on March 8 and was told that if I have not received the part by March 17 to call them back. I called them back on March 20th and was told that the material was not available and that Value City was to contact them this morning (March 20th) and that they would probably issue me a credit for a new couch. Stainsafe would call me back sometime today (March 20th).
Stainsafe did not call me back on the 20th. I called them on March 21st and spoke with Jan. She told me that the information I received on the 20th was not correct and that they were waiting for a reply from Value City and requested that I call back if I had not heard from them by April 4.
I called Stainsafe back on April 4th as I had not heard from them. I spoke with Yeneymi. She sent another e-mail to Value City as she said that they had not heard from them. She sent a copy of the e-mail to her supervisor and requested that I call her back on Monday, April 10th.
To make a long story short, I have been in contact with Stainsafe and Value City 4 more times and each of them keeps passing the buck. I informed them that their excuses were totally unacceptable and that I intended to contact whoever I needed to in order to resolve this matter. I have tried to find a number for Global Warranties Partners Limited (the insurance company) and American Arbitration Association but have not been successful. While searching the net for these addresses I came across Scam Fraud Alert, The Squeaky Wheel and this complaint. I found a tremendous amount of information and phone numbers on these sites and I intend to contact every one of them. I also found out that there is a class action suite being brought against Stainsafe by the lawfirm of Zimmerman, Levi and Korsinsky. They are looking for people who have had their claims denied. They can be reached at 800-835-4950 or e-mailed at [email protected].
I also intend to contact one of our local news stations that assists consumers in resolving issues of this nature by researching the information and publicly confronting the companies involved. I will update as this issue evolves.
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