Complain about a product or service

Stainsafe

David of Murrieta, CA September 13, 2008

David of Murrieta CA (09/13/08)
I purchased a Leather couch along with a five year Stainsafe Diamond Coverage Warranty on February 16th, 2004. On December 17th, 2007, I was cleaning the couch and discovered that the seams were cracking and peeling on the recliner portion. I filed a claim that day. Nothing has happened. I re-filed again in August and they denied it because the receipt was illegible they claim. I sent a very clear and legible copy again and they denied my claim because they said it was not filed within five days of the first occurence. I responded that I originally filed my claim back in December of 2007 and they have not taken any action since.

I now have a five piece sectional couch (leather) that has a two recliner section that looks terrible because of all the leather cracking and peeling and a warranty that Stainsafe refuses to honor.

Carla of Camarillo, CA June 25, 2008

Carla of Camarillo CA (06/25/08)
I purchased the 7 year diamond supreme warranty for fabric. Stainsafe agreed to replace 2 cushions that became ripped. I was sent a letter on Oct 15 2007 and it said that I should respond if I did not get the parts within 12 weeks I have to contact within 14 days. I did contact multiple times, the last time being dec 19, 2007. This wasn't good enough. I should have contacted again. My claim was closed. I spoke to multiple people and they refused to let me speak to anyone else.

I have a couch that is ripped and a scam that I paid 175 for. argh!!

Dawn of St. Catharines, OTHER June 17, 2008

Dawn of St. Catharines OTHER (06/17/08)
On April 27 2005 I purchased a leather sectional sofa from a company called Better Shade the sectional cost us 4800.00 before taxes and we also purchased the suggegested 7 year warranty from stainsafe for the price of 257.00 in total with taxes the price came to5815.55. Within one year the furniture began to crack and peel so we got replacement cushions from the manufacturer as it was still under their warranty.

After another 9 months the same thing happened so I contacted Stainsafe and they began the process of filing a claim for us, we had a tech come and look at the furniture, then Stainsafe sent us a letter stating that they had authorized a full replacement of the furniture and advised us to go and pick out new furniture and we did that.

Our new set has been sitting in a warehouse for three months because Stainsafe has not released the cheque to our furniture company and every time we call to find out why they give us the run around I cant seem to speak to anyone of authority they dont return my calls or the calls from my furniture company. I am very frustrated to why they wont honor the contract we have with them and why cant I speak to anyone about this their customer relations are disgusting I would not recommend anyone to purchase any of their services they are frauds as far as I am concerned.

I have spent numerous days trying to contact this company. My frustration is making me feel bitter towards warranty companies in general.

Dimitri of New York, NY May 21, 2008

Dimitri of New York NY (05/21/08)
They do not honor their warranty. After being denied a legitimate claim, I called several additional times, making slightly different claims. In all cases the claims were denied. The agreement with them is worded in such a way as to ensure that they never pay out a claim.

In my case, I recently found a rip in my 2 year old couch. They said that it was a manufacturer defect and was therefore not covered; only accidental damage is covered. I called again and told them that the rip was accidental. They said that it looked to be intentional and they would not cover it. They will also deny your claim if the couch has any additional damage.

I paid 200 to Macy's for a useless warranty.

James of Lancaster, CA May 6, 2008

James of Lancaster CA (05/06/08)
On 4/17/05 we purchased a sectional from Home Gallery in Palmdale, CA, we also purchased in good faith the warrenty through Stainsafe for an additional 239.95. On 9/21/07 we filed a claim with Stainsafe. Over the next several months we called & supplied them with additional info. On 10/1/07 we spoke with Laprica @ stainsafe who informed us the claim was pending & we would receive a post card w/i the next week. Well that never came.

On 1/14/08 we emailed & called spoke with Ezzieola, who told us the material was discontiued & have Home Gallery fax them more info. We called back on 2/4 & they had no record of the info from Home Gallery, we had them again fax the info. On 2/11/08 spoke with Tamika, who said if we did not hear anything in 7-10 working days to call back. Heard nothing. After repeated phone calls we still hadn't resolved anything. Now Home Gallery is going out of business & cannot order us a new sectional.

Stainsafe is now saying that they only have to reimburse us a portion of the purchase price of the warrenty. Yup, read the warrenty, if the place of purchase is no longer in business, they do not have to honor the warrenty. So we actually never got anything out of this warrenty, so we're not quite understanding why the entire purchase price of the warrenty is not refunded.

We are now out the purchase price of the furniture, 2600.00 + the cost of this supposed warrenty which is 240.00 + all of the time & trouble we have gone through the last 8 months trying to get them to honor it.

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