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My Ottoman was damaged and I filed a claim to get it fixed. Fortegra and Rooms to go told me I was still in warranty. The claim went through, I talked to Fortegra and Rooms to go and they said they would send a technician. I had a technician come out August 1st. The technician checked the damage and he said I need to order a part, we will fix this in 3-4 days and don't worry its covered so you have to pay nothing. I waited 2 weeks after not hearing back and I called and they said the claim is still open, they probably have a delay in getting the parts someone will reach out to you soon. I waitied 10 more days and called back today and rooms to go told me, I have a note that you have to call the Warranty company and they will give you the final resolution. I was transferred to Fortegra and they said oh so your claim has been denied because your warranty expired July 14, 2023 and you put the order in July 24, 2023. I asked to speak to a supervisor, I told them that why would my items appear on their web app if it was not in warranty? Why would it let me put a claim in if my items were not in warranty? Why would they approve a technician visit if there was no warranty? So they made me waste my time waiting on technicians on calls and noonee could tell me I was not in warranty? Fortegra and Rooms to go both told me I was in warranty. i have the emails where they approve my service request and now they won't honor the fix?
Another thing to note is my whole couch set was supposed to be delivered on the same day but when the guys got there they told me the Ottoman and i believe a bookshelf would be delivered at a later date because it was not in stock. I believe we got those items until august.
The supervisor that i talked to today even put me on hold and said I tried to speak to my team because of what happened to see if we could make an exeption and cover your item but they said no. So they discussed it because they know they are at fault for everything that was said.
I did not get a denial letter until today after my call with Fortegra, they emailed it to me right after I got off the phone.
Desired outcome: After people from both companies told me my item would be fixed and that i was in warranty I expect the Ottoman to be fixed.
This complaint has been resolved automatically due to user's inactivity.
