Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mattress from Nest Bedding on 12/24/2022. At the time of purchase, I selected the Extend Protection Plan. On 5/30/23 my husband called Nest bedding & explained that my son had an accident. The individual (*****************************) at Nest bedding stated that he would follow back up with us, since the protection plan is handled by a separate company (Extend). He told my husband that a link would be sent to his email to start the claim. The email never came & Nest never followed back up with us. My husband called a second time on 6/1/23. The representative (*****************************) stated that it was sent to the wrong email (by his error) previously and that it would be sent again. We received the email on 6/1/23 & my husband submitted a claim. We did not hear anything, so on 6/7/23 my husband called back. The representative (*************************) said that a cleaning kit was sent to us as this was the first step in the process. There was no communication of this & the guidelines state that we may provide you with a cleaning kit or advice on how you may be able to remove the stain if you would like to try removing the stain yourself. If you do not, or if you decide that this method does not fully address your covered stain. Based on this statement alone, we could have moved onto step 2 without having to wait to receive the cleaning kit because we didnt feel comfortable doing it ourselves. We could have been in contact with the professional cleaner days prior. My husband called back on 6/8/23 w no resolution. Extend states that ********************************* has been notified, but that it can take up to 3-5 business days for them to reach out to schedule an appt. Fast forward to today, we still have no mattress & an appt for the professional cleaner has not been set up. My son has been without a mattress for almost 2 wks. I am going to have to purchase another mattress from a different company, while I am still paying for our current mattress which is unusable.

  

  Business Response

  Date: 06/20/2023

  **************** filed a claim on June 1, 2023, the claim was approved minutes later and **************** was notified that an Extend Cleaning Kit would be sent to his home, which follows Extends process, outlined in Mr. ******* contract: 
  

  Section 8:  Service Procedures and limit of liability
  8.1.1. Step 1. Cleaning Kit for Stains: We may provide You with a cleaning kit or advice on how You may be able to remove the stain.
  **************** contacted Extend on June 7th, 2023 inquiring about a replacement mattress. On June 8, Extend contacted **************** which is when he requested to move directly to a professional cleaning.  Extend dispatched a request to have a Technician sent to his home to professionally clean the mattress.  On June 12th the Cleaner offered appointments for either June 16th or June 20th. *************** selected a cleaning appointment date of June 20, 2023. 

  
  After receiving this BBB complaint we spoke to **************** as we had been communicating to him throughout the claim process and wanted to ensure his satisfaction.  Upon discussion Extend and **************** were able to resolve his claim.
  

  
  

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tire awhile back. My plan is still active an when I went to use the service they denied my claim without asking any questions or anything to do follow. Then they was supposed to look at it again an I still never heard anything back.

  

  Business Response

  Date: 06/08/2023

  Alisa ******* filed a claim with Extend for all four of her tires on May 25th, 2023.   The same day an Extend Customer Care specialist notified Ms. ******* the claim was denied based on their review of the pictures submitted by Ms. *******.  The denial was due to the fact the tread was level below 3/32”.  Tread below 3/32” is not covered in accordance with our terms and conditions under ‘What is not covered” Section 6.2.5: Tires (and attached wheels) with tread depth of 3/32” or less at the lowest point on the tire at time of damage. 
  
  Later on May 25th Ms. ******* called Extend’s Contact Center requesting more information on why the claim was denied.  We asked Ms. ******* to submit additional pictures of the tread of each tire, its location on the vehicle, and the tire branding.  
  
  Upon the second review including review of the additional photos, the claim remained denied.  The tread still showed that it was below the acceptable depth of 3/32”.  Also, the new photos showed that the brand/model of the tires on the car were not the brand/model that she held the Extend contract on - thus invalidating the claim.
  
  Extend carefully reviewed the information provided by Ms. ******* and continually kept in contact with her.  We hope to be able to serve Ms. ******* in the future.
  
  Sincerely,
  Extend Customer Experience Team
  
  

  Customer Answer

  Date: 06/08/2023

  I did not do for 4 tires I a did for 3 lso provided new pictures an was told they would look at them. They never got back in contact with me. I was also told many different reasons why they kept denying me but all was not given a chance to speak they also did approved the first tire in 2022 an that was the same kind of tire like this one.
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 06/08/2023

  Please see the attached communication log we have had with Ms. *******, these are both inbound and outbound communications from Extend and Ms. *******. Based on her BBB response, we have just called and emailed her again and look forward to speaking with her about her claim when she has the opportunity to reach back out to Extend.

   

  
  
  
  

   

  

  Business Response

  Date: 06/14/2023

  Extend and Ms. ******* were able to connect and Extend’s Director explained to Ms. ******* the reason her claim had been denied.  At this time, Ms. ******* provided new information, that the claim was a result of a road hazard.  The Director of Customer Care requested additional pictures depicting the new details of the damaged tires for her review due to the road hazard information that Ms. ******* shared.  The additional pictures were reviewed and Extend notified Ms. ******* that 2 of the 3 tires in which she filed a claim would be covered.  Ms. ******* accepted the resolution and expressed her appreciation and all parties agree the claim is closed.

   

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Extend Protection Plan as suggested by ********************* when I purchased a ring from *********************. The plan covers the ring AFTER the 1 yr warranty from *********************. My ring lost a diamond, ********************* sent me a new one. The ring then lost another diamond and ********************* refused to honor their warranty and told me to file the claim with Extend. I filed the claim December 20, 2022. They responded by sending me a **** gift card through email for $180. This does not fix my ring and ********************* stated they would give me a full refund on the ring (once returned) if I canceled my claim with Extend. I emailed Extend to cancel the claim, and they refuse to cancel it. ********************* states they have no idea why Extend wouldn't cancel the claim. Extend states that **** won't allow them to cancel the gift card. I purchased the ring using Affirm, so I decided to just pay off the ring. ****** refuses to accept the gift card. I am left with a ring that has a missing diamond and I could get a refund for the ring and I wouldn't have to keep making payments to Affirm if Extend would cancel the **** gift card, but they are refusing to do so. ********************* stated they would reach out to Extend to ask them to cancel the claim and the **** gift card, but they have not replied to me stating the outcome of that. I know that it is possible to cancel a **** gift card so I don't understand why Extend is refusing to do this and neither does *********************.

  

  Business Response

  Date: 03/03/2023

  *************************** filed a claim with Extend on 12/20/2022 when a diamond fell out of her ring for the second time after purchasing it.  In her claim details she outlined her issue and request for a new ring after recurring issues. 

   

  Documentation of claim approval and a full refund for the purchase price of the ring was issued to the customer at $179.25 on 12/21/22, within 24 hours of the customer filing the claim.  The customer was sent a **** gift card fulfilling Extends commitment contract with the customer resulting in the claim to be closed in accordance with our terms and conditions; 8.1.3 Settlement Policy: We *** provide You with a financial credit that *** be in the form of a check, or store credit, or gift card at the retail store location where You purchased the Covered Product.

   

  Extend did reach out to **** to cancel the gift card and **** denied Extends request to cancel the gift card issued, citing **** internal policy and procedure.  We communicated ****s limitations hindering our ability to cancel the card Ms. ******** the same day, 12/22.  

   

  As Customer Experience is extremely important to Extend, we contacted the Merchant and told them we canceled ******************** claim; allowing them to repair ******************** ring.  ******************** was also able to keep the full product refund of $179.25 that was distributed on the gift card.  Extend notified the customer if they had any additional issues with the repair we would continue to work with them on a resolution.

   

  Customer Answer

  Date: 03/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It wasnt until I filed the complaint with the BBB that Extend reached out and stated my case was mishandled and they would cancel the claim. I was able them to return the faulty ring to *********************, who issued me a refund and I was able to pay off Affirm. I do not recommend doing business with Extend or **********************
  
  Sincerely,
  
  ***************************