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We are seeking your assistance regarding the challenges we are encountering in our endeavor to have our sofa recliner furniture repaired. On May 25, 2019, we acquired a Grey Power Recliner Sofa from Steinhafels for $2,289.95, accompanied by the Guardsman Protection Plan 5 Year for $347.54.
In January 2023, the right end seat recliner malfunctioned, failing to return to its stationary position after reclining, stopping at approximately two-thirds of the way. Subsequently, on January 13, 2023, we initiated contact with Guardsman, the warranty provider, to initiate a claim. The process took approximately four weeks for their assessment team to evaluate the damage and determine whether the sofa should be repaired or replaced. Following this, we waited another 2-3 weeks for their decision to repair the item, around March 14th.
Around May 18, 2023, we received an email from Steinhafels, indicating a service appointment scheduled for the same day. Despite the notice, no representative arrived nor did we receive any communication. Surprisingly, we discovered that Steinhafels had scheduled this appointment, although they do not handle warranty matters, as we later learned. This perplexing situation led us to contact Steinhafels, only to be informed that warranty-related matters were under Guardsman's purview.
Ultimately, after coordination efforts, a repairman from Guardsman attended to the issue on June 17, 2023. The provided parts covered both ends of the couch, allowing the repairman to address the malfunctioning right end as well as identify signs of damage on the left.
Regrettably, on July 15, 2023, less than a month following the repair, the left recliner became stuck in the fully reclined position. Given that the motor had ceased functioning due to a defect, we promptly submitted another claim to Guardsman on July 16, 2023. However, on August 9, 2023, we received an E-mail stating that the repair would not be covered. Subsequent communication clarified that this was due to the assumption that the repaired part encompassed both the frame and motor. Disagreeing with this assessment, we escalated the matter, resulting in a second review. On August 14, 2023, the review concluded with the denial being upheld. Shortly after we received the E-Mail from the second review, the right recliner has become stuck in the fully reclined position as well (similar to the problem on the left recliner). We have submitted our "appeal" to the Executive Review Board on 08/17/2023, but it is my fear this will not be approved thus leaving us with no resolution for a product we have yet to fully pay for.
It is our hope that you might be able to intervene on our behalf in order to foster a resolution between Steinhafels and Guardsman. We are contending with malfunctioning merchandise that remains within the warranty coverage period, leaving us and potentially other consumers in an unfavorable situation. This ordeal has persisted for over seven months without resolution, and we find ourselves in a position worse than when the initial claim was made.
Despite our attempts, communication with the General Manager of the Pleasant Prairie/Kenosha Steinhafels branch and their staff has yielded limited assistance, with the guidance to solely communicate with Guardsman. Given these circumstances, we seek your intervention to bring this situation to a timely and equitable close. We are prepared to provide images of the current state of the sofa, as well as receipts substantiating our purchase and the protection plan.
Thank you for your attention to this matter. Should you require further information, please do not hesitate to reach out to us.
Sincerely
Sean Terman
Desired outcome: We would like our Grey Power Recliner Sofa repaired to the condition it was prior to the damage, where as both recliners fully recline then move back to the home position. Or we would like a full refund for the amount we paid for the Sofa.
