Complaintsfor4 Warranty Corporation

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a bed that I bought from Mattress Firm used but I bought the extended warranty. I have called and talked to Fortegra about what to do. I spoke to a gentleman for over an hour getting information on what to do. I am disabled and I told him how the mattress won’t show any dips or sags without the blankets on. He said he talked to people and to send the pictures with the blankets on and take measurements that way. I did and then I’m told I didn’t do the measurements right. I told them via email that the bed fluffs up and the dips don’t show correctly so it would not measure correctly. I told them I would push down with a ruler until I hit the firmness. I was told do that. Now today I get a call. The guy in more words said I am lying. I have done everything I’m supposed to do. The bed is defective. I have a spinal injury and it’s getting to the point I can’t sleep on the bed any longer if we don’t get it replaced I don’t know where I will sleep. I feel this company doesn’t want to live up to their obligations and honor the warranty I have purchased. I have sent multiple pictures and each time it is the way they have told me to do the pictures. I want them to honor their end of the warranty that I purchased.

  Business response

  03/13/2024

  ******

   

  Due to the miscommunication this customer received, we are proceeding with the replacement mattress.  *** ********* should be hearing from our Concierge Department soon.

   

  Thank you

  **********

  Business response

  03/13/2024

  ******

   

  Replacement authorization was sent to Mattress Firm. I am waiting on them to issue the voucher to the customer which can take up to 10 business days. 

   

  Thank you,

  **********

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a kitchen table and chairs from ******* and purchased the extended warranty which is provided by this ***pany. I was told the warranty included accidental damage including all kinds of damage including water and heat damage (and this info is on paperwork and listed on *******s website). The technician came out and told me my table had water damage (and couId even be caused by "air". He also told me that my table is participle board not solid wood as was listed as the items description on the sign on table I bought and on *******s website. Anyhow... this warranty ***pany DENIED MY WARRANTY even though I am fully within my rights to get my table repaired or replaced. This is fraudulent. I purchased the warranty and I am being denied. This is the worst purchase and warranty process I've ever experienced. Nothing but lies and no help. At this point, since I have been cheated out of my replacement/repair of my table, I want a check in the amount that I paid for the table and chairs, warranty, and the interest paid on it thus far. I am guesstimating all of that at $****. Let's get this resolved before my next steps of legal action .

  Business response

  03/08/2024

  Good morning ******

   

  I hope you can help with this….

   

  The pictures I received of this customer’s table are not very good and I am having a hard to determining the damage.  Could I trouble you into contacting Mr. ****** for additional pictures and or video please?  If he could take some using different angles and maybe illustrate what I should be focusing on.

   

  He can upload the pictures to ************r*********

   

  Thanks in advance for your help,

  Customer response

  03/13/2024

  Please reopen. I didn’t not see any previous correspondence 

  Customer response

  03/14/2024

  Hi, please note on their file that this ***pany still has not helped me take care of the warranty issues after they denied my claim for my defective table. They are selling extended warranty and then not honoring it when it's clearly something that is covered. They are doing things that are fraudulent. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I Filed a Claim with Fortegra(RoomsToGo) on 12/10/2023. A rooms technician came out to inspect the dresser on 12/29/2023 and stated “this is a manufactured defect the dresser is supposed to be flat on top, wait 3-5 business to get a call to get a replacement”. This is an $800 dresser and fortegra refuses to replace the dresser. This is a manufactured defect and should be covered under the warranty I purchased. All I want is a replacement with a dresser that is in fact well made. I’ve called Fortegra and spoke with *******, but they refuse to help me out even though this is there fault the dresser was not made well.

  Business response

  02/02/2024

  *****,

   

  Would you please ask this customer to take a video on her phone showing the damage on her dresser.  We would like to see closer & different angles of the damage.  The pictures can be uploaded to  **********************.

   

  Thanks in advance for your help.

  ~*********

  Customer response

  02/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:This video was sent to fortegra at ********************** as requested by them. 
  here it shows the manufacturer damage to where the dresser is not leveled correctly 
  we are awaiting there reply to replace the dresser as per there warranty for manufacture defects 

  Regards,

  **** ****

  Business response

  02/14/2024

  Please see the attached response above .

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased a king size bed from Roomstogo on 12/17/2021 and purchased an extended warranty from Fortegra for 3 years. I have filed a accidental damage claim for my bed on 12/27/2023 and Roomstogo service technician visited my home to look at the bed and took photographs of the damage bed. He confirmed, the bed cannot be repaired and he will provide his report to Fortegra. To my surprise, Fortegra denied my claim saying that damage to my bed is not covered under manufacturer warranty. Its a complete trap from Fortegra that the accidental coverage under its policy. I have called the Fortegra customer care and they were talking no sense. Policy wording: Accidental chipping, gouges to wood and other case good surfaces (including stone or faux stone, marble, tile and granite) that penetrate the finish exposing the substrate; So, i want Fortegra to revisit my accidental damage claim and replace the bed immediately.

  Business response

  02/02/2024

  *****,

   

  We are please to advise that Rooms To Go has approved to replace the side rails for this customer’s bed.  The customer can expect a call from Rooms To Go to set this up.

   

  Please let me know if there is anything further I can do to assist in this matter

  Business response

  02/02/2024

  *****,

   

  We are please to advise that Rooms To Go has approved to replace the side rails for this customer’s bed.  The customer can expect a call from Rooms To Go to set this up.

   

  Please let me know if there is anything further I can do to assist in this matter

  Customer response

  02/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Rooms to Go Service technician already confirmed that this Bed cannot be repaired. Also, I would like to highlight that the bed have cracks on the head board as well as the foot board.

  Since, the bed is completely damaged, I would request  a full refund of the bed cost paid or replace it with a new bed.

  Regards,

  ******* ***********

  Customer response

  02/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Rooms to Go Service technician already confirmed that this Bed cannot be repaired. Also, I would like to highlight that the bed have cracks on the head board as well as the foot board.

  Since, the bed is completely damaged, I would request  a full refund of the bed cost paid or replace it with a new bed.

  Regards,

  ******* ***********

  Business response

  02/21/2024

  The replacement of the bed rails is all we can offer to resolve this.

   

  Business response

  02/21/2024

  The replacement of the bed rails is all we can offer to resolve this.

   

  Customer response

  02/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  They need to replace the side bed rails.

  Regards,

  ******* ***********

   

  Customer response

  02/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  They need to replace the side bed rails.

  Regards,

  ******* ***********

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Fortegra due to damage on my furniture as I had purchased a extended warranty package for a sectional purchase I made at Rooms To-Go. I submitted the claim for the damage back in the beginning of the year and mentioned that there were 3 pieces that were warped/damaged and needed repairs. The representative that I spoke with (*********) said to send pictures of the damage and that they would let me know of the next steps via email or phone. Time passed and I did not hear from them. I sent them several follow up emails and called and I kept getting transfer between rooms to go and Fortegra. I finally received an email at the end of November telling me that the claim was approved but I needed to call Rooms to Go to schedule a technician. The technician showed up and said that the claim was only approved for two pieces of the furniture and did not include the third one (right side recliner). I called fortegra just today 12/12/23 and they confirmed that they had not added the third piece on the claim, furthermore, that there was no records of that claim ever filed. To make matters worse, when I spoke to the gentleman at fortegra just now and I asked him to add the third piece since it was never added... he just said. Oh, we cant at this point since your coverage has expired. Which it wouldn't have been if they had promptly replied my messages and calls. At this point, I am asking for the repairs of the furniture that is warped/damaged

  Business response

  01/03/2024

  Please see the response attached above.

  Customer response

  01/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: the additional warranty was purchase as it was advertised by the rooms to go staff, as a way to secure your furniture from scratches, wear/tear and accidental damages. While it was purchased under that, now it’s clear that it was false advertisement hence why I am filing the complaint. This is simply false advertising from a corporation who will deny your claim, even when their policies are sold as “extra protection, just in case”  then take 4 months to reply an email, then  hide behind lawyer ****** to deny a claim. You should be ashamed of yourselves.

   

  Business response

  01/03/2024

  Please see attached.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two adjustable bases from Mattress Firm 7/2019 that were synced together (for king bed). They stopped working in 2020! I have been trying since then to file a claim online and in store. I've sat in a store for 3 HOURS while associate tried multiple times to contact someone. NO ONE EVER ANSWERS and the info entered from my receipt "can't be found" when entered on their website. I just want my bases to be repaired as agreed in the 10 year warranty I purchased or my money back. I really want the bases repaired so my bed is functional. I move people for a living and my back really needs it.

  Business response

  12/27/2023

  Please see the attached response above.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch 1 and half years back from Rooms to Go which came with a seller’s one year warranty along with Fortegra extended three year warranty. After the one year mark I noticed a scratch on the couch, when I filled a claim the Fortegra techs took photos and dint get back to me for a month, and after multiple follow ups they are now declining that claim because scratches are not covered under warranty. They would not cover tears also because that would fall under negligence but they cover accidental damages. This is a scam as this is clearly accidental but they don’t cover it, they try to play with the words. I paid 456$ just for the extended coverage 4500$ couch

  Business response

  01/03/2024

  Please see attached response

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a whirlpool top load washer through badcock furniture on 9/10/22 with a 3 year extended warranty. The beginning of November 2023, just after the 1 year manufacturer warranty ended, the washing machine wouldn't work correctly. The drain pump started malfunctioning and woupdntturn off. It would start up as soon as you plugged it in. I tried finding the part by part number, but was unsuccessful as the whirpool company changed the part or the part has been discontinued. I contacted the store in my city and was given the information for the 4warranty company. I filed a claim with them for service on 11/9/23. On 11/14/23 the claim was updated from pending to no service requested. I called the 4warranty company and they said the service provider tried calling, but couldn't set up an appointment. I have no calls from the service provider. The warranty company gave me the number for the service provider and transferred me. They did not answer, so I left a message. I continue to try and call them with no answer and no return call. I am still paying on the washer, but am unable to use it.

  Customer response

  11/21/2023

  We still haven't received a response and the person who was supposed to come to look at it at 9 am hasn't shown up and hasn't answered our calls.

  Business response

  12/06/2023

  Please see the response attached above.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, purchased a Laney Park Sectional sofa from Rooms to Go on 8/18/21. I purchased the extended warranty for my Sectional. My Sectional has an adjustable backs. I started noticing the dipping from the adjustable back in February 2022. I just had a baby and some medical issues. So I did not initially file a claim until May 2022 when I started to feel the spring when you sit down. I have reached out to warranty, and 2 technician from warranty have came out. First person said it was wear and tear. Second person seen it was a defective and said we should be able to replace with different sofa. The way it is manufactured it will continue to happen. They keep denying my claim and not even letting me know it was denied. I want a new sofa that will last longer than a year. Thank you ******* ***

  Business response

  12/01/2023

  Please see the attached response.

  ~*********

  Customer response

  12/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The foam damage is do to the construction of the pieces. The back adjustable which causes the the foam to be damaged. Not that the foam is damaged because of the adjustable back spring are being exposed and you can feel the frame when you sit. The second technician that came out agreed that the the way the sofa was made with adjustable back the same problem is going to happen. Please look at how the sofa was made.

   

  Regards,

  ******* ***

  Business response

  12/18/2023

  Dear *** *******,

  Thank you for forwarding the rebuttal from *** ***. While we understand *** *** is unhappy with the quality of the craftsmanship of the furniture, nearly two years after purchase, 4Warranty does not warranty the craftsmanship. The Service Agreement purchased by *** *** provides for repairs for only those losses listed in the Service Agreement and excludes the losses as stated in our prior letter. The company previously provided the courtesy of considering her claim although she did not file it timely. Unfortunately, there is nothing more we can offer *** ***. Her loss is not covered under the Service Agreement.

  Sincerely,

  ***** ****

  Customer response

  12/18/2023

  Hello, my claim is not 2 years old it just took that long for 4Warranty to escalate the claim after I filed with BBB. I submitted a claim 1 year after purchasing the sofa. I was not replied to in a timely matter. I have a video of the sofa with the dipping from the adjustable back in February 6 months after I purchased. I t is when I brought my son home from the hospital. I just did not want the video of my family Sent to some random person. The reason why it took me time to notice because I was very ill after having my child. I can submit the video and birth certificate and medical records as proof of date. The main reason I am having issues withe the sofa is because the damage from the back is causing the spring the be exposed. That is covered  by the warranty. Also why would I pay a couple hundred dollars if it does not cover the sofa. Also I noticed the sofa is no long available. I wonder why. I would like corporates phone information.

  Business response

  12/19/2023

  *****,

   

  All communications concerning disputes for any company under our Corporate umbrella are handled by the Corporate Dispute Resolutions Division which is managed by me. Her complaint was referred to my office and was addressed by me. There is no separate number to provide *** ***. If she would like to discuss further, she may contact me directly at ************ or via email at ******************.

   

  ***** ****

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase Fortega insurance through Red Dot Storage located on **** ******* *** ********** ******* on September 10, 2023. My storage unit was broken into the same day I rented out the unit. I have 3 separate vandalism that occurred at the same property along with 3 police reports. My three claim I presented to the claim adjuster was denied because my storage unit did not sustain enough damages during the vandalism. I lost over $10000 worth or documents and personal items. The gate was broken at the property at the time my stuff was stolen due to the negligence of the property. The police officer is having a hard time to get access to the cameras to complete their investigation. No one wants to reimburse me for all of belongings that was stolen. No one wants to help me

  Business response

  11/08/2023

  Please see response attached above.

  Customer response

  11/08/2023

  Why the officers cannot get access to the cameras? The gate was broken on the property therefore my stuff was stolen due to negligence of the property manager. I didn’t do anything wrong on my part I did not steal my own stuff. There are people living in the storage units there is absolutely no security at the property but it’s my fault my stuff got stolen correct? 

  Business response

  11/09/2023

  Please see our response attached above....

*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. ↩