On 9/3/1999 I purchased a couch and loveseat set from Levitz Furniture.in addition to the set, the sales woman encouraged me to purchase a service warranty (LEV62658), which I did. I have since found out that the warranty she sold me is a useless fraud. Here is the rest of my story:
Almost all of the cushions and pillows on this set are literally coming apart at the seams. I called the Levitz warranty company, which is the NEW Company out of Dulles, VA, and first reported the problem on 11/17. The woman I spoke with informed me that I had to have one of their authorized furniture repair technicians come out to look at the furniture and write up a report.
I called Maple Valley Furniture Repair, which is the name they gave me, and had Joe the furniture technician come out to my home. Joe examined the furniture and informed me that it was not repairable. He said he would fax in a report, and that we could expect replacement cushions and pillows within six weeks. Six weeks came and went, and we heard nothing, so I called NEW again. I was informed that our claim had been denied.
Morrie, the woman I spoke with at this time, informed me the warranty only covered seam separation and that there was nothing about seam separation on Joe's report, although she did acknowledge Joe had written it up, phrasing it as separation at the point of piping. I asked to speak w / Morrie's supervisor and was transferred to Donald who identified himself as a supervisor. Donald explained that if Joe from Maple Valley resubmitted his report, clarifying that the cushions and pillows where separating at the seam, that they would reconsider the claim. I called Joe, who agreed to rewrite, and resubmit his report.
I called NEW several times after that (at least 3, probably more) and was told each time that they had not received any new reports from Joe at Maple Valley Furniture Repair. Each time we were told this, we (my husband, Paul or I) called Joe and told him what was said, and each time Joe was insistent he HAD faxed in the report, but would do so again. The last time we spoke w / Joe he held the phone above the fax so we could literally hear him faxing it.
Finally, NEW acknowledged they received the report. We were told on several occasions that the claim was being considered and no determination had been made. On 1/13/04, when we again tried to follow up, NEW said they would need to send another furniture inspector out, apparently to get a second opinion. At this time, we were told if this technician did not find seam separation, that we would be charged for his services.
The following week, a technician came and inspected the furniture. I asked him if I could get a copy of his report, which he replied, no. Throughout my numerous phone calls to NEW, we had requested copies of the first furniture inspectors report, but were told, That was not authorized. Again, we followed up several times, and, again, our claim was denied, this time, the excuse was due to heavy use, even though the woman we spoke with acknowledged that the seams were seperating due to a manufacturing defect.
My husband asked the person he was speaking with to define heavy use and how they got to that conclusion, since it was not true. (We are a normal family. There is no heavy use). The person he spoke with could not define heavy use or explain how they got to that conclusion, but said he would have a supervisor call him within a few days, and, of course, no one has called. My husband continues to call every 3-business days, and is told every time, someone will call him back within a few days. No one ever does.
Our furniture is clearly covered under this warranty Levitz sold me, yet they continue to deny our claim, even though they have absolutely no grounds to do so.
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