I purchased leather furniture from Montgomery Ward with a warranty serviced by Wood and Leather Protection Plan. When some areas on the couch and on the cushions had tears that needed attention, I called the company to fix it, as stated in the warranty. They sent a technician who applied heat to the areas and patched it with some material. I felt at that point that I had been shortchanged with this so-called warranty, because it was apparent to me that the thing to do would have been to replace the cushion's leather. The material did not hold and in some areas was getting loose.
I called the company back and requested that they send someone to fix it the right way. A month or so later, in October, I received a letter offering me a settlement of $1000 in lieu of replacement of the furniture, since they were unable to fix it. Since the warranty stated that I am entitled to the full amount of the couch if they are unable to fix it, I told them that I would accept only $2420.97. At this point they said they are not responsible at all for the furniture or the warranty and washed their hands of the whole thing.
They said that Montgomery Ward is responsible, and since they are bankrupt, I am out of luck. I asked their legal department to provide me with some proof or evidence that would indicate that they are indeed not responsible, but she never did. Because of the technician's so-called repair, the couch is hardened and broken apart, and the inside of the cushions is coming out at those areas. So even if they are for some reason not responsible for the warranty (which I doubt), they would still be responsible for the damages they caused, which would be at least $2420.97, so we are in the same boat.
The plan indicates that Wood and Leather Protection Plan is a 3M / Scotchgard company, and their name is even on the cover of the warranty I purchased. Wood and Leather Protection Plan not only refused to honor the warranty but damaged my leather furniture, leaving me with thousands of dollars in damages. When I tried to file a complaint with the BBB regarding Wood and Leather Protection Plan, they were not found as a company.
I eventually contacted the Attorney General's office in SD, and regretfully he could not resolve the dispute either, and Wood and Leather Protection Plan refused to cooperate with the Attorney General's office. They refused to give the requested documentation that would show that Wood and Leather PP would indeed not be responsible for the warranty, and they ignored the fact that they ruined the furniture completely.
I had decided to contact their Chairman and CEO before I filed a lawsuit. I called Wood and Leather Protection Plan and asked for the Chairman and CEO, and I was given 3M's Mr. James McNerney and Mr. Cambell's names. 3M responded that I contacted the wrong department, yet when I asked them why that would be, they did not give me any acceptable explanation. Mr. McGee, a 3M representative, insisted that my letter had to go to the Wood and Leather Protection Service Center and that 3M was not responsible for my warranty or damage, even though I sent all the information letting their executive office know that I had already contacted the office they were referring to and I was given their names by them.
At this point I asked Mr. McGee to explain the connection between the companies and to explain why I was given the 3M executives' names from Wood and Leather Protection Plan when I asked for the Chairman and CEO, if they were not the correct individuals. Since they claimed that I got the wrong executives' names, I repeatedly requested the correct person who would be in charge of issues regarding this plan or division, yet he was reluctant to give me even that information.
I believe that Wood and Leather Protection Plan is a 3M company or division. I believe that I did get the right Chairman and CEO, who is in charge of issues regarding this plan. I believe that the company is bouncing me from one person to another and from one division to another and trying to point fingers at everyone else possible, rather than take responsibility for the damages. I believe that this plan is responsible for the servicing of my warranty even though it was purchased through Montgomery Ward, and I know without a doubt that the plan is responsible for ruining my furniture, since their technician burned the leather while trying to correct some small tears, and they are now refusing to fix it or pay for those damages.
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