Leather Protection Warranty NOT Upheld
Complaint
Ramzi Fakhoury
Country: United States
I purchased a leather sofa from Art Van in 2008. Three weeks after I purchased the product, there were already some cracks in the middle seat section. I called service to cover this since I purchased the warranty. I've applied the leather care to the sofa the day we received the product and every 3 months thereafter(warranty suggests every 3-6 months). I had some more cracking and peeling a few weeks ago and called for service. They finally came out after 2 weeks and the tech said he would have to file a report and they would get back to us. He said as a heads-up the company may say I waited too long to report it and may not cover it, like this is a common practice. He said this may not happen for us though and proceeded to show me pictures on his phone of other couches as an example of the kind of couch with extensive wear that he said were denied coverage which had no comparison to the few cracks & peels on my one seat cushion after having it for less than 4 years while using leather protection products consistently! Of course, they call the next day to deny me my warranty coverage. While on the phone with the rep, I could also hear another rep in the background telling the customers that their warranty will not provide coverage. Like I said, seems to be common practice of the company. The reasoning for my denial was "the couch looked dry" even though the only place affected was on one seat cushion. It's not like I shampoo and condition my entire couch with the exception of this one cushion. This shouldn't even happen on a couch so new. If this were damage from my end, I would understand how a warranty would not apply. However, what kind of product did I purchase if it peels and cracks this quickly while consistently using the recommended products from Art Van themselves? One report from a tech here less than 10 minutes stating a "dry spot" on my couch in his opinion voids my warranty? Not professional at all.
Seems to me that they sell warranties with no intention to honor them. I have a useless 10 year warranty on a well taken care of couch that is less than 4 years old. Something is not right here. I have always purchased my furniture from Art Van and have always referred people to them, but never again. To sell me something with no intention of honoring what they claim is a shame. I honored my part by taking care of it and applying the leather care product every 3 months. I am sure this message will be deleted but goes to show how backing your word versus deleting the truth is how businesses are run now. VERY disappointed Art Van.
Seems to me that they sell warranties with no intention to honor them. I have a useless 10 year warranty on a well taken care of couch that is less than 4 years old. Something is not right here. I have always purchased my furniture from Art Van and have always referred people to them, but never again. To sell me something with no intention of honoring what they claim is a shame. I honored my part by taking care of it and applying the leather care product every 3 months. I am sure this message will be deleted but goes to show how backing your word versus deleting the truth is how businesses are run now. VERY disappointed Art Van.
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