ComplaintsforRisk Assurance Partners, LLC.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Minor hole and peeling of leather on rear of sofa

  Customer response

  07/12/2024

  I purchased a furniture repair plan in 2022 with Ashley ********** The plan is a five year plan which is supposed to cover tears, rips, punctures, cracking and peeling. My sofa sustained minor damage in which a slight hole appeared and the top layer of the leather is peeling off. Forwarded over 25 pictures of damage to warranty company. Informed by company that they can tell from pictures it's a blemish and won't cover. 

  

  Business response

  07/16/2024

  After further assessment we were able to locate 3 claims which the customer filed for the same damage on the same item. Claim T315842 was filed on 7/2/24, claim T316601 was filed on 7/10/2024, and T316867 was filed on 7/12/2024. Claims T315842 and T316601 were filed for a cut, rip, tear, or puncture, the customer provided images under both claims, images only show an indentation on the material and that the top layer has lifted.

  Under the Terms and Conditions of the Protection Plan:  Anything not specifically listed in the PLAN COVERAGE section of this Plan. is not covered. For instance, indentations to the material, scratches, and or scuff marks to leather are not listed as covered under the Protection Plan. At this time all we can do is recommend alternative repair options to the customer outside of the Protection Plan, parts and or a technician for an out-of-pocket expense.

  Based on the outcome of the customers first 2 claims under claim ******* the customer requested a cancellation of the Protection Plan, the cancellation has been processed as of this morning.

  The **************************** however reached out to the customer to discuss the claim and coverage and answer any questions that the customer might have but the call went to voicemail, a detailed voicemail was left for the customer requesting a call back and an email was also sent to the customer from the ****************************.

  

  Business response

  07/22/2024

  After further assessment of the customer claims, the **************************** was able to determine that the customer requested to have their Protection Plan cancelled under claim T316867, the customers cancellation request has been processed as of 7/16/2024 based on the Terms and Conditions of the Protection Plan - "This Plan may be cancelled by You for any reason. To cancel this Plan, contact the Administrator toll-free at [*****-***-****]. If You cancel this Plan within the first thirty (30) days after purchase of this Plan and no claims have been made hereunder, You will receive a full refund of the Plan purchase price. If You cancel this Plan after the first thirty (30) days of purchase or if a claim has been made hereunder, You will receive a pro-rata refund of the purchase price of this Plan calculated based on the elapsed time since the commencement of this Plan, less any claims paid."

  At this time the customer is just waiting to hear back from the store of purchase, or the customer may also contact the store to further discuss how their cancelation refund will be provided to them. If the customer has any further questions and or concerns the customer may reach out to us and request to speak with the ****************************.

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a chair and two other items from Florida Leather gallery and paid about $725 for a 5 year warranty for accidental damage and frame damage about 2 years ago. The frame on the chair cracked. The warranty company (in this complaint) came out and looked at the chair and then about week later refused the claim saying it wasn't the frame. I replied to the email (claim refusal) on July 1 st. I got no response. I told them I would bring it to small claims court. No response. Since I am in the midst of a 2000 mile relocation, I decided to through the char away, since I didn't want to move a broken chair. Suddenly the warranty company called me on July 9th to tell me they would fix it and that the frame was broken. I suggest this company is a scam and refuses ALL claims until threatened with a lawsuit. This company should refund my entire warranty cost and/or replace my chair with a new one.

  

  Business response

  07/15/2024

  The Special Services Manager contacted the customer to discuss the claim, we attempted to explain to the customer that the reason the claim was deemed non-serviceable was because the technician that made the assessment did state in his report that the issue found on the Chair was part of the actual frame and that was placed on the report was that the mech was damaged however after the customers informed us that this was not what was stated to him by the technician the claim was resubmitted for a second assessment to our Consumer Advocate Department.

  The claim, customer images, tech report and images provided by the tech were reassessed and we were able to determine that the issue was actually port of the frame and based on that second reassessment it was determined that we would be proceeding with coverage as stated within the Terms and Conditions of the Protection Plan. At this time the customer has been contacted and advised of the final outcome. It was explained that under the Terms and Conditions a Full Replacement Credit was released at the original store of purchase. The retailer has confirmed that full Replacement has been processed and the customer received a new Chair on Friday.

  If the customer feels that this is not accurate, he can reach out to us to discuss the matter further, the customer can request to speak with the Consumer Advocate Department. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning I purchased a 5year furniture protection when I purchased my sectional in September 2021 from Ashley ********** The company is entitled, Platinum Protection. I have a frame and ripped damage on my items. I reported it in May 2024 for the ripping. They claimed they called me. I wasn't left any messages. I filed again for the same damage I was told it too late. I then file in June 2024 for the frame issue. They denied me and claimed it's not covered. Although, I have in writing when I purchased the protection plan that it is covered.

  

  Business response

  07/12/2024

  We attempted to contact the customer to the number on file, but there was no answer. We left a detailed voicemail requesting a callback. Before the **************************** can proceed with an additional assessment, of the claim(s) and damages reported we need more information from the customer. We as that the customer please call us during business hours to discuss the claim(s) in further detail.

  We apologize for any inconvenience this may have caused but we do request more information from the customer so that the **************************** can complete their assessment. We look forward to hearing back from the customer.
  
  
  

  
  

  

  Business response

  07/15/2024

  The customer returned the Consumer Advocate Managers call today, there were 2 claims that were discussed the claim filed on 5/3/2024 T309358 and the claim filed on 6/12/2024 T309351 - We explained to the customer that both claims were filed for seam separation which is not covered under the Protection Plan.

  We also explained that the issue that was reported based on the images are scuff marks from the back of the furniture constantly hitting the walls while being reclined and scuff marks or damages that are not attributed to a single incident are not covered under the Protection Plan which the customer understood.

  The customer however brought up a possible frame issue which we explained was never reported to us, the customer however confirmed that they were under the impression the frame was reported because they had sent in some images to us via email. We apologized and explained to the customer that neither claim showed any mention of a possible frame issue and the image that we had requested for the first two claims were of the sales receipt. We informed the customer that if they had a possible frame issue that needed to be reported and we explained that we would assist them with starting the claim process for that issue/damage for the correct piece - the customer understood.

  A senior representative will be calling the customer to assist them with filing a claim on the correct item for the possible frame damage today.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty from this business to cover a sofa in November of 2023. A stain occurred from a 1 time event in February of 2024. I filed a claim to have this fixed since this is specifically covered under their warranty forAccidental transfers of dye but they are now refusing to honor their warranty that I paid for even though my claim falls perfectly into their warranty. Id like this to be fixed. *** attached a picture of this one time event to show the dye transfer onto a white couch from sitting on it once.

  

  Business response

  06/25/2024

  The Special Services Manager reached out to the customer today to discuss the customers 2 claims ******* and ******* however there was no answer, but a detailed voicemail was left for the customer explaining that the first two claims were deemed non-serviceable under the Terms and Conditions of the Protection Plan for: General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan. The images that the customer provided under the first 2 claims did show stains on 2 backrests and the seat cushion of the Wedge and the claim was deemed non-service as the stains looked like an accumulation of stains not attributed to a single incident, general ******, and stains from wear and tear/everyday use but then the customer did clarify in the 2nd claim that the stains were from cosmetics and from a single incident. Once the customer explained via email what and how the stains occurred it was determined on 6/20/2024 and an email was also sent to the customer advising them that a new claim would be filed for them on our end T314518, and we would be proceeding with coverage. At this time a work order has been created and assigned and a local technician company in the customers area will be contacting the customer to schedule them for service to have the stains extracted from their Wedge. However, in the voicemail the customer the customer was asked to please contact the Special Services manager should they have any additional questions, comments, or concerns that they would like to discuss.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty/5 year protection plan on my sectional sofa from Pilgrim Furniture on 6/7/2022. The warranty/plan specifically covers "punctures". I filed a claim on 6/7/2024 for a puncture in the seat created by a set of keys. I sent in pictures of the receipt and the damage with the claim. I was immediately denied my claim stating that pet damage and/or claw marks are not covered. I explained again that the damage was NOT from a pet but from keys which is clearly stated as being covered. I went back and forth via email and was told the claim was moving forward on 6/12/24 at 4:23pm. Then less then an hour later I get an automated email saying the claim is not covered. When i ask why I am told to call, they will no longer talk to me via email. When I called I was told the damage is not covered due to "pilling". When i asked again what was covered I was told punctures and cuts ARE covered. Again I said this is what I am putting a claim in for. Again I was denied and told I was not covered. This company will find any excuse available to NOT cover any damage.

  

  Business response

  06/19/2024

  The Special Services Manager called the customer today to the number on file however, we were only able to leave the customer a voicemail requesting a call back. An email was also sent to the customer letting them know that we attempting to call them to discuss the claim, but we were only able to leave a voicemail and asking the customer to call us back.

  The customer reported a cut, rip, tear, or puncture on the *** seat of the Sectional caused by a knife or a sharp object but based on the images provided by the customer themselves you can clearly see scratches to the material, once a pet begins to claw at material the material will start to wear, thin-out to the point that it starts to delaminate. Under the Terms and Conditions of the Protection Plan delamination and pet damage caused by beaks, teeth, and or claws are not covered under the Service Agreement.

  What is NOT covered (that applies to this situation):

  - Cracking, peeling, or delamination of upholstery and other finishes, unless specifically covered in the PLAN COVERAGE section of this Plan.

  - Pet damage and/or claw marks (other than pet bodily fluids), such as damage from teeth, claws, or beaks, etc.

  The customer also filed a claim back in December of 2023, T290761 and selected the damages were caused by a pet on the Wedge and from the images submitted under the December 2023 claim you can see the similarities in the damages under both claims that the customer filed.  

  At this time based solely on the Terms and Conditions of the Protection Plan we can only recommend/suggest parts and or a tech for an out-of-pocket expense to the customer.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was an extra warranty that i purchased on a new couch and Loveseat. I was told in writing that they are denying my claim due to not reporting the my finding within 30 days. It has become clear after calling and speaking with "****" who gave me a different reason for denying my claim, stating that even "I that i said the couch is showing significant wear", I'm not sure what else you would call rips and peeling of a leather surface. This was the whole reason i purchased the warranty and it was sold to me on this premise. This company seems to have every intension of denying claims any chance they get. I asked for a full refund on this purchase which was also denied.

  

  Business response

  06/19/2024

  The Special Services Manager attempted to contact the customer by phone today however there was no answer, we did however leave the customer a voicemail and sent them an email requesting a call back. We wanted to discuss and provide the customer with a response to their recent complaint regarding the denial of their warranty claim for their Sofa and Oversized Chair purchased under our Furniture Protection Plan.
  

  First and foremost, we apologize for any frustration and inconvenience this situation has caused the customer. We value our customers and strive to provide clear and consistent communication, and we regret that the customer received differing explanations regarding their claim.

  After thoroughly reviewing the customers claim, we would like to address the main points of the customers complaint:

  Claim Denial Reason: According to the terms and conditions of the Furniture Protection Plan, all incidents of damage must be reported within thirty (30) calendar days from the date you discover the damage. As per our records, the report of the rips and peeling on your leather Sofa and Oversized Chair was made beyond this reporting window, which is why the claim was initially denied. The claim was filed on 6/13/2024 and the damage date selected by the customer was 2/1/2024.

  Under the Terms and Conditions of the Protection Plan Coverage: Each incident of damage to a covered Item must be reported to the Administrator within thirty (30) calendar days of the date You discover such damage. 

  We understand that you were informed by our representative, ****, that the denial was due to the nature of the damage. I apologize for any confusion this may have caused. To clarify, rips and peeling of the leather surface are indeed covered under our plan as "Covered Damages" if reported within the stipulated time frame. However, the damage that you are currently experiencing is delamination and wear and tear - delamination is not covered under the Terms and Conditions of the Protection Plan - Cracking, peeling, or delamination of upholstery and other finishes, unless specifically covered in the PLAN COVERAGE section of this Plan - is excluded from the Plan coverage.
  
  Your Request for Refund: Regarding your request for a full refund of the protection plan purchase, our policy allows for a pro-rata refund based on the elapsed time since the commencement of the plan if no claims have been made. Unfortunately, since the claim was filed but denied due to the reporting delay, a full refund cannot be provided.
  
  We regret that this issue was not resolved to your satisfaction during your initial interactions with our team.
  
  At this time if you would like we can honor your cancellation request for a prorated amount as stated within the Terms and Conditions of the Protection Plan and we can recommend alternative repair options outside of the Service Agreement, which would be parts and or a technician for an out-of-pocket expense.
  
  We ask that the customer please let us know if he would like to proceed with the cancellation for a prorated amount or if he has any further questions or concerns, he can reach out to us and request to speak with the Special Services Manager.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty service from for a sleeper sofa bought from **********************. The warranty is provided by this company. The sofa's metal mechanism was damaged, and I filed a warranty claim in January. It took over four months to replace the mechanism. **Detailed Description:**1. **Initial Claim and Delays**: - The warranty claim was initiated in January. - It took over four months to get the mechanism replaced.2. **Delivery Issues**: - The mechanism was delivered by ****** after the warranty service approval. - A technician came to my home to inspect and order the mechanism.3. **Scheduling and Communication Problems**: - The warranty claim customer service failed to schedule a repair appointment promptly. - It took over three months and hundreds of emails to finally schedule the repair.4. **Additional Damages**: - The heavy mechanism was delivered without any protective packaging and was left on my hardwood floor for over two months. - This caused significant damage to my hardwood floors.5. **Company *************** *********** has refused to take responsibility for the floor damage. - Despite four months of calls and emails, they have consistently failed to respond adequately. - Finally, they informed me that the floor damage is not their responsibility.This company's handling of my warranty claim has been reckless, demonstrating a lack of concern for customer service and resulting in additional damage to my property. I seek resolution for the damages to my hardwood floor caused by their negligence.

  

  Business response

  06/03/2024

  The customer filed her claim on 1/24/2024, unfortunately our virtual technician was not able to schedule the customer within the proper time frame, so we proceeded to reassign the customers work order to a physical technician which did service the customer on 2/24/2024. After the customer was serviced on 2/24/2024 we received the technicians report on 2/26/2024, the technician confirmed that the sleeper mech was damaged and would need to be replaced. The sleeper mech was ordered the same day, 2/26/2024. It was explained to the customer that parts could take anywhere from 2-16 weeks to be delivered to their home but that was just an estimated time frame however we would be have been able to get her a more detailed status on the part within 2 weeks from when the part was ordered which we did, the Special Services Manager was able to get the status on the part-sleeper mech by 3/7/2024 - the retailer confirmed that the sleeper mech would be delivered to the customers home on 3/13/2024. A work order to have the sleeper mech installed was created on 3/7/2024. When the retailer delivered the part/sleeper mech to the customers home the delivery man took images of where they left the box and in what position. Based on those images the box was left in an area that the customer advised the delivery person to leave in. Yes, there were internal delays in scheduling the customer to have the part installed but the there were no damages to the customers wooden floor until the customer took it upon themselves to move the box across their own floor causing damages/scratches in two different areas of their floor. The customer spoke to 2 different managers who collected images and information from the customer showing the dames to the floor and where the box was left and also reached out to the retailer to confirm where the box was left and in what position, the retailer was also able to provide images and the delivery man caused no damages to the customer floor based on the images and the fact that the customer themselves confirmed that they were the ones that moved the box causing the damages themselves. From the images the deliveryman from the retailer took and the images the customer provided you can clearly see that the box was left in a certain position because of the location of the tags on the box and with the customers images you can see that tags are facing a different position. We very much understand the customers frustration with the delays due to scheduling but based on the information collected from both the customer and the retailer's deliveryman - the customer moved the box themselves causing damage to their own wood floors which we would not be liable for at this time. This was explained by the Special Services Manager to the customer, but the customer is adamant that we should be liable for them moving the box themselves and causing those damages - unfortunately at this time we would not be able to assist the customer with this matter as this was not caused by our technician.

  Customer response

  06/03/2024

   
  Complaint: 21742820
  
  I am rejecting this response because:
  
  I am writing to express my dissatisfaction.  The large metal piece was delivered without any protective cover and left sitting on my wood floor for months. Despite numerous cancellations and late-night calls from your technician, the installation was never completed until I called over 50times. This is all documented. 
  
  Your company's failure to uphold the warranty service has caused damage to my floor, and now you are refusing to take responsibility. Instead, you are falsely claiming that I moved the box, which is simply not true.
  
  Furthermore, having a large, unprotected metal piece standing in my home posed a significant risk to my small children. This box could have easily fallen and caused severe injury. Your lack of care, communication, and empathy in this situation is unacceptable.
  
  I expect your company to take ownership of these issues and provide a resolution promptly.
  
  Simcerely,

  Nawshin

  

  Business response

  06/03/2024

  As explained to the customer by the Special ******************** Manager, we are not liable for the way the part was packaged by the manufacturer and images from both the customer and the delivery person from the retailer show that the box was moved from its original position. The customer also confirmed that themselves that they moved the box themselves causing scratches to their own wood floors. When the delivery person from the retailer deliver the part/box to the customer we do not know what was discussed or agreed as to where the box was left what we do know if that images were taken by the delivery person and the box was left in a certain position with the tags on the box facing a certain way and when we requested images from the customer you could clearly see from the new images that the customer provided that the tags on the box were now facing a new direction indicating in fact that the box was moved as the customer had confirmed themselves. At this time, we would not be able to assist the customer with the damages that the customer caused to their own floors.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended protection plan from Ashley ********* in 2021, which was to be serviced through this company. No terms and conditions were provided at the time of the purchase, only verbal assurances that it covers "everything". When I filed a clam last week, it was denied, citing "Terms and Conditions", however the claim fell within listed coverages. When I asked about the denial, I was was given contradictory information, respondents were unable to answer simple questions about how the conclusion was reached, and even declared having children as a "lifestyle choice that would void the coverage". I have reached out for additional assistance, but the company has not responded. I simply would like to have my claims covered under the approved coverages, or a full refund, as it is clear the company has no intention of honoring their written contract.

  

  Business response

  05/28/2024

  The customer has spoken with two managers, on two different occasions - on 5/8/2024 and on 5/15/2024, during the call with the Special Services Manager on 5/15/2024 the customer asked to speak to someone else in management. Another manager reached out to the customer on the same day 5/15/2024 but the manager was only able to leave the customer a voicemail requesting a call back.

  The customer filed 4 claims: 

  ******* was filed on 4/23/2024, with a damage date of 4/16/2024 for stains all over an Ottoman. 

  T308197 was filed on 4/23/2024, with a damage date of 4/16/2024 for stains all over a Chair and a Half. 

  T308198 was filed on 4/23/2024, with a damage date of 4/16/2024 for stains all over a Sofa. 

  T308198 was filed on 4/23/2024, with a damage date of 4/16/2024 for stains all over a Loveseat. 

  What the customer purchased was a Service Agreement for 5yrs, with set Terms and Conditions which our records indicate that those Terms and Conditions were printed and sent to the customer via regular US postal service back in 2021 after the made their purchase to their only address on file. 

  The Terms and Conditions of the Protection Plan state as follows: "This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan.

  At this time we have resent a copy of the Service Agreement to the customer, their Terms and Conditions but unfortunately, we would not be able to proceed with coverage based off of the set terms of the Plan. If the customer would like we can recommend/suggest alternative repair options outside of the Protection Plan.

   

  

  Business response

  07/05/2024

  Thank you for allowing us the opportunity to respond to the customer's rebuttal regarding complaint #********. We have reviewed the customer's concerns and wish to address them as follows:
  
  Terms and Conditions Delivery:
  The terms and conditions were sent via regular US postal service to the address provided at the time of purchase. We have re-sent the terms and conditions to ensure the customer has the necessary documentation.
  
  Routine Care and Maintenance:
  Our terms and conditions require routine care and maintenance, which is standard in the industry to maintain the longevity and appearance of the furniture. General soiling and gradual buildup are not covered under our plan. We acknowledge the customer's frustration, but we do have to abide by and uphold the Terms and Conditions of the Service Agreement.
  
  Incident Reporting:
  Under each of the 4 claims the customer filed, the customer reported stains all over 4 different items. All 4 claims were filed on the same day where this is interpreted as a general soiling case, which falls outside our coverage. We will work to improve our claim submission guidelines for better clarity.

  
  This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident)are not covered under this Plan.
  We understand that each damage or stain happened from a specific incident but there was more than one incident that led to each stain(s)
  
  Multiple Incidents and Lifestyle Choices:
  We recognize that multiple incidents can occur on the same day and be independent. Our intention is not to void warranties based on lifestyle choices but to ensure claims are processed fairly and according to policy.
  
  Management Interaction:
  We apologize that the customer felt that there were any delays in speaking to management which based on our timelines and assessment of the claims the customer did speak to several managers within the proper time frame but all managers were transparent with the process and what the outcome of each claim would be if the customer did choose to refile their claims.
  
  In conclusion, we strive to provide a fair and transparent service to all our customers. To resolve this matter, we propose the following options:
  
  Offer parts or technical service for an out-of-pocket expense.
  Provide a prorated refund of the warranty purchase.
  
  We hope this response addresses the customer's concerns and demonstrates our commitment to resolving the issue.
  
  Sincerely,
  Consumer Advocate Department 

  Customer response

  07/12/2024

   
  Complaint: 21741216
  
  I am rejecting this response because:

  1. *********** still failed to deliver clear explanations for my specific details of the complaint.  For example, no clarity was provided in regards to definitions of "routine maintenance" or the windows within which a claim can be submitted.  Therefore, as is the case here, several individual events *should* be viable for cleaning under the same appointment and request.  Because of the continued failure to provide clear definitions, and time windows, no new clarity was ever provided.  This reinforces that the terms and conditions were vague enough to the point of being incapable of provide clear covered/uncovered lines, and that the company is using that vagueness to deny claims.  That is bad faith business operations.

  2.  Part of the reason my claim was denied was due to them being submitted on the same day for different pieces.  This was told to me in conversation with managers.  This letter contradicts that.  If, it were true that it was not a factor, then my claim should be approved.

  3. Despite stating that they recognized the poor communication and my frustration, they did not move to offer any kind of actual new resolution.  Their proposed resolutions were a) their initial response of me paying for a cleaning myself, or b) a pro-rated refund, of which I was always eligible.

  4.  *********** never provided any evidence that I was provided with a copy of the terms and conditions upon purchase.  I was not, and do not have one.  Which further indicates that it was not even provided a copy of the terms by which this would operate, and provide me an opportunity to request a refund earlier (even if prorated).

  5.  I would still ask for a cleaning (as was my initial request) or a full refund. The cost of this cleaning should be marginal when compared to the cost of my coverage purchase, and even the losses from a pro-rated refund.  I ask for the cleaning simply because it falls under the coverage which I purchased, and the company still has failed to offer clear and precise rationale from the terms of conditions (e.g. specific definitions and verbage which explicitly counter my claims instead of vague and malleable definitions) for why it would not be covered.

  6.  I remain more than willing to discuss through the BBB via email or telephone.
  
  Sincerely,
  
  *******************

  

  Business response

  07/19/2024

  The plan specifies that it "does not eliminate the need for routine care and maintenance" and that such care and maintenance is the customer's responsibility. I also specifies that "General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan." We apologize if these details were not communicated clearly during your initial inquiry but this is outlined in the Terms and Conditions of the Protection which our records indicate that the Terms and Conditions were in fact mailed out to the customer.

  According to our records and the terms of the plan, each incident of damage must be reported individually within the specified time frame. The plan does not specify any restriction on submitting claims for different pieces on the same day. However, the Terms and Conditions do specify that: General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan and the customer did file multiple claims for different items and selected at these different items have stains all over.

  We recognize the frustration the customer might have experienced and regret any inconvenience caused but the proposed resolutions, including self-funded cleaning or a pro-rated refund, are standard options provided under the terms of the plan when coverage cannot be applied.

  Our records do show that the Terms and Conditions were mailed to the customer via regular US postal service back in November 2021. Additionally, the pamphlet provided at the store to the customer states that coverage is subject to these terms and conditions, our contact number is also located on the pamphlet provided to the customer at the time of purchase. If the customer never received these terms as the customer has stated, the customer did have access to us throughout all this time to reach and could have contacted us to request the Terms and Conditions as needed. It is our standard practice to ensure all customers are fully informed of their coverage and options, therefore the customer can request copies of the Terms and Conditions as needed.

  The customer has spoken with two different managers, if the customer would like to discuss the matter further. The customer can reach out to and request to speak with the **************************** Monday through Friday from 9:00 AM to 5:00 PM EST.

  Customer response

  07/24/2024

   
  Complaint: 21741216
  
  I am rejecting this response because for the reasons as follow:

  First, I appreciate the effort and consideration that everyone is putting into this.  It appears we are all committed!  I do, however, continue to find the responses from the firm to be problematic in that they generally are repeating what has been said previously, offer no new depth of insight (e.g. providing actual verbiage which outlines timeframes in order to remove subjectivity, or ignore other complaints such as the contradictory information regarding lifestyles which was stated by the managers). Below, I will go point to provide my response.  However, as it does appear that heels are being dug in, I would like to ask the BBB for mediation or arbitration-esque services.  I am willing to, in good faith, discuss a compromise solution.  I believe that if, the statement below We recognize the frustration the consumer might have experienced is being made in good faith, the firm would be willing to come to the table to offer and discuss compromise solutions.  I am willing to do the same.
  

  The plan specifies that it "does not eliminate the need for routine care and maintenance" and that such care and maintenance is the customer's responsibility. I also specifies that "General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan." We apologize if these details were not communicated clearly during your initial inquiry but this is outlined in the Terms and Conditions of the Protection which our records indicate that the Terms and Conditions were in fact mailed out to the customer.
            -I appreciate the apology.  Part of what makes an apology sincere is action to support the apology.  Further, the apology recognizes that the firm had a responsibility in this communication error (both verbally through the agent in the pamphlet documents created by the Diamond Care).  With the recognition of the error, this further indicates that the communication did not go as planned, and thusly the circumstances are deviating from the practices by which the Terms and Conditions would be designed to handle, and a more tailored solution would be warranted.  Further, although Platinum Warranty Services does note their internal records indicate that Terms and Conditions were mailed at the beginning of the plan period, they do not present any evidence that they were received by me, nor do they present the actual record.  I never received the Terms and Conditions,and it is not unheard of for postal mail to get lost or be delivered to the wrong address (a 2021 **** audit found over ******************************************************** 2020, which one could reasonable assume to be similar to the 2021 amount since no large scale transformations could be complete in a single year).   Following this scenario, it is entirely possible that Platinum Warranty Services mailed the Terms and Conditions, they never arrived, and therefore the information which would be required for me to agree to as the Terms and Conditions of the agreement was never presented.  For such an important part of an agreement, I am a bit surprised these werent mailed with delivery confirmation.  Regardless of the class of postage used, the point from Platinum Care Warranty Services about mailing the terms and conditions simply does not carry any weight when they cannot demonstrated that the Terms and Conditions were actually received.
  

  According to our records and the terms of the plan, each incident of damage must be reported individually within the specified time frame. The plan does not specify any restriction on submitting claims for different pieces on the same day. However, the Terms and Conditions do specify that: General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan and the customer did file multiple claims for different items and selected at these different items have stains all over.
            -I also appreciate the written clarity on same day reporting of multiple claims,and the recognition that it is not an impossibility for separate, unique incidents to occur in such a close timeframe that a same day reporting would occur.  I am, however, a bit concerned as this is a direct contradiction to the information I was given verbally by two separate managers.  As this information was provided to my by supervisory personnel, I am concerned that this contradiction indicates a larger scale deficient/missing internal process for review or deficiencies in training and quality control that lead to inconsistent and incorrect application of policies to the review of claims.  In fact, as I noted in my initial complaint, the Terms and Conditions are devoid of the essential definitions of the terms by which my claim was denied.  It appears that some claims are getting denied (as noted by my discussions with managers) because of submission on the same day, which according to this statement would not be the case.
  

          Similarly,Platinum Warranty Services failed to clarify and provide evidence to refute my points regarding the ambiguity in timeline for submission, wear and tear definition, and normal maintenance definition. While pointing out that the coverage did not apply to general wear and tear, I noted in my conversations with the managers at PWS that my claim was not for the gradual wear and tear, and that the claim covered stains which could all be attributable to specific incidents.  I was told by both managers that they were being classified as wear and tear because I was submitting on the same day.  Full stop.  Further, as noted here, when I selected all over, it simply was because it was the best way to describe the multiple individually attributable stains.  I thought it was most efficient to describe that way instead of point by point.  When I noted that I would be happy to resubmit and provide the additional clarity which would be required, I was told the decision would simply default back to the initial decision.  In other words, Platinum Warranty Services formed a conclusion which began with a submission of multiple requests on the same day, which we now know is not a cause for denial, despite their managers telling me it was a root cause of my denial. Then, when informed that my descriptions were inadequate, and in fact not representative of what I was trying to communicate, I was not given the opportunity to provide additional information to make an informed coverage decision.  Rather, the managers at Platinum Warranty Services were more inclined to argue with me, and tell me that this is not going to be approved even when I could provide specific evidence about the individual nature of the stains to them verbally.  Since there is no set timeframe to report a stain under the Terms and Conditions, once can submit multiple individual claims at one time and still be complaint, as there is no cut off date which disqualifies.  In describing those multiple stains, the simplest definition would be all over in order to describe they are not confined to a single space.  In fact, if they were all confined to a single space, they likely would not be single, independent incidents.  Therefore, it is apparent that the all overaspect is being misapplied.  It is not an all over in the sense of general wear and tear, but an all all over in a sense of multiple, independent stains.  Their system did not have a mechanism to report that, and as such, I am being penalized for a reporting system which does not have a fully effective user interface. 
  

  We recognize the frustration the customer might have experienced and regret any inconvenience caused but the proposed resolutions, including self-funded cleaning or a pro-rated refund, are standard options provided under the terms of the plan when coverage cannot be applied.
            -A part of an authentic recognition of my frustration, and regretting inconvenience, would include a willingness to move outside of the standard options.  Through this recognition,Platinum Warranty Services is stating that they recognize this to be a problematic situation, and one where it has caused a deal of harm to the consumer.  Authentic understanding, and authentic customer-focused service involves meeting them where they are, and I would invite Platinum Warranty Services to engage in this type of discussion.  However, since they have been resolute in their conclusions, I would ask that the BBB assist through mediation.
  

  Our records do show that the Terms and Conditions were mailed to the customer via regular US postal service back in November 2021. Additionally, the pamphlet provided at the store to the customer states that coverage is subject to these terms and conditions, our contact number is also located on the pamphlet provided to the customer at the time of purchase. If the customer never received these terms as the customer has stated, the customer did have access to us throughout all this time to reach and could have contacted us to request the Terms and Conditions as needed. It is our standard practice to ensure all customers are fully informed of their coverage and options, therefore the customer can request copies of the Terms and Conditions as needed.
            -Again,I never received the terms and conditions, and therefore did not know I was missing anything, as it was verbally explained to me at the store.  Further, it is not the responsibility of the customer to ask for documentation, it is the responsibility of the firm to provide it.  Platinum Warranty Services responsibility is to ensure that they were delivered, and should have had them require a delivery receipt, or be done virtually with a read receipt.  This, simply put, is an internal process failure.  In fact, it is standard practice for contracts, and other types of agreement documents, to be delivered with tracking/delivery capabilities.  It is the whole reason there are process services for legal documents, and tracking capabilities available through **** and private couriers.  Business documents simply require it.
  

  The customer has spoken with two different managers, if the customer would like to discuss the matter further.The customer can reach out to and request to speak with the **************************** Monday through Friday from 9:00 AM to 5:00 PM EST.
                  -I am hesitant to leave BBB venues, as the managers I have spoken directly with have been combative, dismissive, and frankly, incorrect (when placed in context of what has been stated in these responses). I am willing to work towards a collaborative solution, but would ask that it be done through BBB channels and procedures.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased PLATINUM WARRANTY service when we purchased furniture from ********************* ***************************************************************************** We paid ****** for it on 4/25/21. Our recliner has broke and the warranty service came out and says it needs a new motor. Now today I get email stating they wont cover it ( even though it is on the contract FOR ELECTRICAL) I called and he said now they dont have to cover it because ********************* went out of business! MY COMPLAINT IS **** COMPANY ALREADY GOT MY MONEY AND NOW SAYS IT WONT COVER ANYTHING BESIDES A SERVICE CALL! It shouldnt have any thing to do with ********************* going out of business. On email it says PO BOX *****************, FL ***** ********** phone ********** fax The brand of furniture is SOUTHERN MOTION. *** contacted them and they say I have to go thru warranty company, I did purchase the hand wand however that isnt the issue. Now the warranty says if I cancel I would only get some money back! its under the contract since they want to deny service I should get a full refund! Since they wont take care of the problem! *************************

  Customer response

  04/30/2024

  The warranty  company called and told me I HAVE TO FIND THE PARTS MYSELF! That they only cover SERVICE now because ********************* went out of business! This company has received our ****** when we purchased the warranty! 

  Yesterday they sent me a warranty letter of what is covered & NOT! We NEVER RECEIVED THIS ***** TO this! We have one small paper on what the company SOUTHERN MOTION WARRANTY! 

  I asked about the prorated that we would get back if we cancelled and they said it would go back 4 YEARS, the  date the recliner was MADE is 5/11/22 so it hasnt been four years! They also said that if we cancel they prorate and they would deduct the service that we just had when the person came out to work on it! I asked how they can cover the service to come out and order parts and now say that they dont cover because ********************* went out of business! ONCE again they received our money and should be helping with this situation! 

   

  I also found a company to get the motor and charge us for labor! IF PLATINUM isnt covering they should be returning ******! As We never received the paperwork they sent before yesterday!  We have been deceived on what the company does and what it covers! 

  Customer response

  05/14/2024

  As of today they say they will only return 245.00 out of $799.00 that we paid for insurance however they made me find the motor and then that  company had to put in! So it already cost me $162.00 today! 

  I DO NOT agree with this amount as we havent even had the chair that long! They say it chord by the time of purchase however it was Covid and it took long to get it see previous email.

   

  

  Business response

  05/23/2024

  The Special Services Manager contacted the customer today to discuss the claim and Terms and Conditions of the Protection Plan. It is acknowledged by us that the customer did file a claim with us on their Rocker Recliner, a service technician was sent out for a motor issue however the technician was not able to repair the damage on site and informed us parts would be needed to complete a repair, a new motor and a new connector cable/power supply cord would be needed, however, the retailer from where the customer purchased their furniture in is no longer in business and under the Terms and Conditions - "If the Retailer who sold you this Plan is closed, out of business, or You have moved out of that Retailers normal delivery area, this Plan will be limited to repair service only or You will receive a pro-rata refund of the purchase price of this Plan based on the elapsed time since the commencement of this Plan less any claims paid."

  We provided the customer with 2 options; they could purchase the parts on their own and we could install the parts for them or as stated within the Terms of the Plan we could cancel the Plan for a prorated amount. The customer asked to proceed with the cancellation of the Protection Plan which is currently being processed and the customer will be receiving a call from that department once the cancellation has been processed and completed, the customer understood.

  
  

   

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In addition to the delay in receiving replacement parts for our damaged love seat, I would like to address a discrepancy regarding the warranty coverage for the upholstery. Upon filing the initial claim #T299221, it was reported that the love seat suffered from scratches, rips, and tears to the upholstery. Detailed photographs were provided as evidence of the damage.However, despite the acknowledgment of these issues in the original report, there has been a concerning lack of communication and action on RAP's part in addressing them. When inquiring about the necessary poly fill for the back of the cushions and the 2-inch foam for the seats, we were initially assured by the technician that these would be covered under warranty. Unfortunately, we have now been informed by customer service representatives that this is not the case.Furthermore, when attempting to follow up on the rips and tears in the upholstery, we were met with the disheartening response that the sectional is now out of warranty, rendering any further assistance or coverage null and void. It is deeply frustrating to encounter such inconsistencies and discrepancies in the handling of our warranty claim, especially considering that these issues were clearly documented within the warranty period.

  

  Business response

  05/21/2024

  The Special Services Manager called the customer, she attempted to explain to the customer the coverage and inform the customer that the claim was filed for a reclining issue, motor stopped working/will not open, recline or close and this is why a tech was sent out - to assess and or repair any electrical issues on the Loveseat w/Console.

  Based on the tech report our technician confirmed that there was a *** that was not working and a loss of resiliency issue however the only issue that we were able to address was the *** port that was not working because that is the only issue that is listed as covered under Terms and Conditions that the customer is experiencing with the furniture.

  The loss of resiliency, foam or poly fill issue is not covered under the Protection Plan and if the customer is also experiencing scuff marks and other damages to the leather than that would be an accumulation/buildup of damages that are not attributed to a single incident which would not be covered under the Protection Plan. As stated within the Terms and Conditions of the Protection Plan, "General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan."

  The Special Services Manager attempted to explain the reason for the outcome of the claim to the customer and recommend an alternative repair option outside of the service Plan to the customer, but the customer declined and stated that if we were not offering a resolution he did not want to speak, but we can only provide coverage within the Terms and Conditions of the service Agreement.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩