Bob's Discount Furniture

To whom it may concern,

I just want to start off by saying how disappointed I am with the way I have been treated by this company. First off, the claims (which was recorded) was completely put in inaccurate. I should have checked the accuracy, but I assumed since it was recorded, it would have been way to go back and get my statement as to why my accidental occurrence happened.
My husband and I have been doing construction in our home. We have had these leather couches almost 2 years. We have covered the couches in plastic shrink wrap as to protect them from being ruined as far as the dust.
When my husband went to remove the plastic, he obviously used a knife (which was reported and recorded) - and ripped the couches. We tried to prevent any damage by covering them in the first place, but then we would up accidently damaging them ourselves.
I get an email the other day asking me who removed the plastic? I was a bit surprised as to the unprofessionalness' of the email, but of course I emailed back and said we did. Why wouldn't we? We would not leave the plastic on and why would we?
Today I get a denial that just says "you ripped the plastic of" again, completely unprofessional and of? Did she mean off?
So I called and was told there was no mention of a knife used in the original claim which is completely untrue. I asked her to please review the claim again as to the accuracy and then she sent me to a supervisor nikki who told me - that the rip in the couches are not covered as they are not going in one direction? That makes no sense to me and asked her to explain.
Next time my husband uses a contractor knife I should tell him only go one direction? He was ripping off plastic, she could not explain further. Ok next denial reason - there are scrapes on the couches? Of course there is - we have owned it for 2 years. We do occasionally sit on our couches. Also there is a little dust on the pictures sent in as we are still working on things and cleaning as we go. As you can tell from the pictures I have attached, my house is clean and my couches are always in good shape. Next denial - there is no coverage for the furniture as there is no coverage for the setup of furniture? She could not reply as well. What does that even mean? There was no set up involved, I have owned the couches.

After reading the reviews for this so called "goof proof" I am now wondering if this coverage is a scam? In my contract, this is covered.
"rips, cuts, and punctures, unintended damages from items such as pens, scissors and knives."
This is a single incident, unintentional and accidental. I want my damage repaired or replaced or a refund as this is not acceptable.

If this can't be done, I am requesting in writing a denial letter with a clear cut explanation as to why there is no coverage (for this one incident accidental claim) for proceedings and I will also filing a complaint with the better business bureau. I had never had to deal with any of this and nothing as far as why it was denied makes any sense to me. In a court of law, these are not even valid objections.

I went to bobs 2 weeks ago to purchase more furniture at the lake grove building and spoke to a manager and although I know he wasn't able to assist, he assured me that this is covered. ‘how could it not be" as he stated? I just purchased more furniture and I do have the goof proof as well, however I am not sure why purchase this when nothing is covered and then excuses follow that make no logical sense. Bob's should be ashamed of themselves for selling such a scam of a warranty.

Please call me at [protected] to get this matter rectified.