I filed a report on March 5 when 2 days previously my sleeper sofa portion of my sectional fell to the floor with me and my 2 year old on it. The mattress just tore away. The couch is not even 1 1/2 years old. I had purchased the 5 year Diamond protection plan.
They gave me the run around for 1 month by not responding to my emails, (calls didn't work) then when I complained about slow or no responses they told me I didn't submit all the paperwork, which I had done what they asked. I was told to contact the store, so I drove 30 min to the store and they called them and Stainsafe told them I needed to supply a copy of my warranty #.
So I drove back home to fax a copy of it to them. They just kept saying they wanted the number but never said a copy until they talked to the store... Then they finally acknowledged they had all the paperwork. Three weeks later as I waited for a response, I emailed again and got no response, I emailed again and told them this was unacceptable and I was contacting the BBB and an attorney.
They responded by denying my claim saying it was a manufacturer issue OR a non-warranty issue (I guess they just don't know). So after 2 months they told me it was denied when in no way should it have been. They had told me even at one point that there were no technicians in my area to help me. When I asked what was I supposed to do now, that's when they decided they didn't have enough of the paperwork, but yet when they did it didn't matter... This in no way should've been denied.
I paid $150 for this warranty that is a total crock and this company apparently has no intentions of fulfilling their end of the deal. If you go to the BBB.org they have over 2000 complaints and an unsatisfactory report. It is pathetic! I am contacting authorities tomorrow.
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