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We are long-time customers of Rooms To Go, all of our furniture has been purchased there for over the past 10 years. They lost our business today because of the so called warranty. Purchased a $3,000 couch and purchased the warranty because it "covers everything" the sales lady told us. Well, filed a claim on 9/29 and was denied 9/29 because the tear on our couch was "normal wear". A tear is not normal wear! I think our dog may have scratched it but not sure, stated that and they said well "damage caused by pets" is not covered. Just look under the "what is not covered" section of the policy and it's basically anything that might accidentally happen to your furniture. The warranty company gives any and all excuses possible to not cover a claim. After being denied by the warranty I went online to read reviews of other customers and I was shocked, they have a 1-star rating with hundreds of reviews. The same consistent feedback...they find every excuse possible to not cover a claim. So $300 worth of insurance for nothing! Also spoke with three representatives with Rooms to Go to express my frustration, they were understanding but offered no resolution as they are not involved with the warranty company. Rooms To Go should provide a better option for warranty insurance, knowing that this company has such terrible reviews and service, why use them to provide warranty insurance for your customers? I would not recommend Rooms To Go or Fortegra to anyone! Prior to this most recent experience I would have highly recommended Rooms To Go, but what would have cost maybe a hundred dollars to fix a small tear, cost them a long-time customer and several online negative reviews. I recommend you purchase your furniture with a local company who will value you as a customer and provide you with a warranty option that they themselves can stand behind.
Desired outcome: I would like the rip on our $3,000, 13-month old couch repaired or replaced as promised at time of purchase.
Room To Go and Fortegra is a blatant deception.
When I made my purchase, Room To Go store staff assured me that if I bought the extra insurance from Fortegra, it would cover me in case of being scratched by a ballpoint pen or nail polish or burned by a cigarette. Since I have small children at home, I bought the extended insurance package for 3 years. But now the insurance won't cover my case. This is a
blatant deception. I am writing to express my dissatisfaction with the recent handling of my insurance claim. My name is Khanh Trinh, and I am a customer who purchased insurance for my furniture through Room to Go. Recently, an unfortunate incident occurred in which my child accidentally drew on our sofa with a ballpoint pen. According to the insurance policy that I purchased, coverage is supposed to
include accidental damage caused by ink from a ballpoint pen. However, when I filed a claim to address the damage, it was unexpectedly denied. I was quite surprised and disappointed by this decision, as it contradicts the terms outlined in the policy. I kindly request a review of my case and an explanation for the denial of my claim. It is important to me that the terms of the insurance I purchased are honored, and that accidental damage, such as this one, is covered as stated.