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:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Yes i pay this company every month for my setended warrranty for my lawn mower well it has messed up about 3 months ago and I can't get them to help me fix it first time I filed a claim they told me that I needed to get up with troy bilt but they said it was not on them so now I took it to a shop and they still want help me fix it i need my lawn mower fixed i have to pay people to mow my grass and I can't afford it i need them to do something

  Customer Answer

  Date: 06/30/2025

  Here is the invoice i got from the lawn mower shop and the warranty company thinks someone is lieing just so they can get out of helping me my grass is so high 

  Customer Answer

  Date: 07/01/2025

  This is how my yard looks like and it shouldn't its bad I pay for a extended warranty and the company is to sorry to stand behind it but they probably won't comment back because they know they in the wrong i may just go get me a lawyer and get them to do something then because they told me they could not talk to me because I contact the bbb 

  Business Response

  Date: 07/02/2025

  Please see the attached response.

  Customer Answer

  Date: 07/03/2025

  What else do I do i have took it to the shop i got a invoice can i take it to any shop

  Customer Answer

  Date: 07/04/2025

  
  
  

  [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: 

  
  

  Regards,because its a lie and I have already talked to my lawyer i will see them in court

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/08/2025

  Please see the attached response.  This letter shall also serve as response to *** ******* demand letter submitted to our office through the claims department.

  Customer Answer

  Date: 07/12/2025

  
  
  

  [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: They are lieing i know i went to that shop and why are they saying crank shaft no i have not said anything about crank shaft being bad but i am going to say this there is a reason for everything i knew the day i got the protection plan that it was a mess up and i not going to lose any sleep over it but i got à new lawn mower it took everything I get in a month to do so but hopefully one day the table will turn and plus h*** is a hot place and like i said I have a new lawn mower 

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/19/2025

  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.

  Bought a couch from Rooms to Go along with the warranty from Fortegra. My maid accidentally scraped the fabric on the back of Right Hand sofa and there are 2 puncture marks on the fabric. I raised a claim with Fortegra and they are saying that they do not cover this type of accidental damage. These are scuff marks. They have completely changed the language when I clearly mentioned that it was accidentally caused and it has punctures and scrape horizontally.
  Also, it’s clearly mentioned in their service contract
  Accidental damage (section 2,(b)) that they cover accidental punctures, rips to fabric.
  I want them to take responsibility and exchange my couch.

  Business Response

  Date: 06/24/2025

  Please see the attached response.

  Customer Answer

  Date: 07/10/2025

  Complaint stands resolved. Please close.

  Thanks

  ******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am filing this complaint regarding a warranty claim I submitted to Fortegra (Claim #*******) which has been denied through inconsistent and shifting justifications. As a customer who trusted Fortegra to honor the terms of their protection plan, I am extremely disappointed by the handling of this case.
  
  Initially, the denial reason was attributed to a marker stain. Later, the company changed its justification, citing an accumulation of stains and alleging that reasonable care was not exercised. At no point was I provided with a clear explanation, photo evidence, or technician report supporting these claims — despite repeated requests.
  
  Furthermore, when I appealed the decision, the company responded that all internal reports and recorded calls are confidential and cannot be shared externally, preventing any transparent review of how the decision was made.
  
  This lack of transparency and the shifting narrative raise serious concerns about the fairness of Fortegra’s claims process. I respectfully request that the BBB investigates this pattern of inconsistent denial reasoning and compels Fortegra to either:
  1. Provide a full written justification with supporting documentation, or
  2. Honor the original claim as per the protection plan agreement.
  
  Desired Outcome:
  A fair review of the claim with transparency, and either the claim’s approval or a refund of the warranty purchase due to breach of contract terms.

  Business Response

  Date: 06/26/2025

  Please see the attached response.

  Customer Answer

  Date: 06/30/2025

  
  
  

  [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: ********

  
  

   Representative,
  
  
  I am submitting this message as a formal response to Fortegra regarding claim numbers 2362010, *******, and 2359732.
  
  
  Please see my full response attached as a PDF document.
  Additionally, I am including copies of all email communications I have received from Fortegra regarding this matter, in both English and Spanish, as supporting documentation.
  
  
  I appreciate your time and assistance in reviewing this dispute. I trust that the information provided will help clarify my position and demonstrate the inconsistencies in how Fortegra has handled this claim.
  
  
  Sincerely,
  ****** *****
  

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/07/2025

  Please see the attached response.

  Customer Answer

  Date: 07/09/2025

  
  
  

  [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 it does not provide a fair or transparent explanation for denying my warranty claim. Fortegra simply stated that the damage is “beyond accidental,” without offering any proof, inspection, or reference to the warranty terms.
  
  
  The damage occurred under normal use and was completely accidental. I purchased this coverage for peace of mind, and now I feel misled and unsupported. I have submitted evidence and detailed communication to support my case. I respectfully ask the BBB to keep this complaint open and help me obtain a proper and justified review.
  
  
  Please see my attached formal response for more details.
  

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 Fortegra insurance through Rooms To Go, believing it would cover accidental damage or repairs for my furniture. Unfortunately, this has been a complete scam.
  
  When I submitted a claim for a repair, they denied it outright, coming up with excuses to avoid taking responsibility. It’s clear they have no intention of honoring the insurance policy that I paid for in good faith.
  
  Their customer service is unhelpful, and the entire process feels like a waste of time and money. I strongly advise others to stay away from Fortegra and not fall for this misleading insurance offer. Save your money and look elsewhere for a legitimate coverage plan!

  Business Response

  Date: 12/10/2024

  Please see the attached response

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  fortegra denied my claim telling me that the defect on the mattress is not covered.However this is the second mattress that I have this problem with. the first one was exchanged and by Mattress Firm because is was still under the trial period and Fortegra instructed me to file with the seller. This mattress has the same defect as the first one wish is obviously a manufacturers defect yet they claim it is not, the pictures included will dispute their conclusion. please help me resolve this issue. Thanks

  Business Response

  Date: 10/25/2024

  *****,

   

  After reviewing the denial of this claim, we feel its necessary to request an in-home inspection of the mattress before we deliver a final determination.

   

  Please advise *** **** to expect a call from Mattress firm to set up an inspection appointment.

   

  Thank you,

  Business Response

  Date: 11/13/2024

   *****,

  We received the inspection report today and I wanted to submit our response, but customers complaint has been closed out.  

  I am attaching it above.  Please let me know if I can assist any further.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had gotten my couch replaced in Jan of 2023 thru the Rooms to go 1 year manufactures warranty. It had the pumps fail within one year. This new couch had a problem. There are gaps in between the cushions. I decided to let it go in the beginning but over time they have gotten worse. Now you can see straight thru the couch to the floor. I contacted RTG in May and a tech came out and said that it was a manufacturers defect. I waited and waited to see what was going to happen. I then call them after haven’t hearing anything for a couple months and they said it would have to go thru Fortegra warranties. So I called them and they sent another tech out and this guy said he will see what they can do. So after waiting a couple to see what they were going to do they say now since the Cushions aren’t covered under warranty the claim has failed. If a RTG tech already said it was a manufactures defect and the Fortegra rep ALSO said it was a manufactures defect when why isn’t Fortegra not covering the issue?? It looks horrible with a big gap in the middle of the couch. It’s not right for there to be a manufacturers defect and this warranty company won’t fix or replace the couch. It doesn’t not make any sense and IS NOT RIGHT

  Business Response

  Date: 10/21/2024

  Please see the attached response.

  Customer Answer

  Date: 10/21/2024

  
  
  

  [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:

  First I don’t understand how something like this is not covered.  This has to be some kind of installation error or framing issue or some thing cause the cushions are not worn as you can see in the picture.  The RTG tech said it was a manufactures error.  So how does this get resolved?  I first noticed the gap when I first got the new couch and as well in the picture you can see the bottom cushions are moved more to the right and don’t align with the top cushions. I would gladly talk to RTG cause how can something like this not get covered under your warranty or RTG manufacturers warranty?? The first couch I had the pumps went out on one side so that is why I got this replacement couch.  I got the new couch in January 24’ just as the manufacturers warranty expired.  So how can this new couch which has manufacturers defects not be covered by anything your warranty or RTG??  The first couch I had did not have this problem.  I need someone to look at the couch again for installation errors or framing or something cause the first couch I had was not like this.  

  
  

  Regards,

  
  

  ******* ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/22/2024

  Please see the attached response.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased the insurance for an adjustable base. The base keeps going down on it own. I called and they sent a technician which found nothing wrong with the base. He came in took the bed off and laid in the base itself. Nothing happened. Claim was denied. It doesn’t make sense to take the bed off and place a man who can’t be no more than 130 lbs on compared to 2 people over 300 lbs and a mattress that has to weigh at least 100 lbs. Mattress firm attempted to resolve the issue after speaking to a manager but the claim was denied. Now the protection plan is no longer valid and I don’t have a working base. I need help.

  Business Response

  Date: 10/22/2024

  Please see the attached response

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am writing to express my deep disappointment and dissatisfaction with the sectional couch I purchased from Rooms To Go in 2020 (Order: ********, Total: $2049.65), along with an extended warranty from a third-party company, Fortegra 4warranty. Unfortunately, within the first year of ownership, I noticed factory defects and significant discoloration with the couch. I promptly contacted customer service and was directed to Fortegra for assistance.
  
  While technicians were dispatched to inspect the couch, their reports concluded that there were no defects, despite the visible issues I had raised. Unfortunately, since that time, the couch's condition has deteriorated further, with the structure falling apart and the leather peeling completely.
  
  I understand that the warranty has now expired. However, I would like to emphasize that I made multiple attempts to resolve these defects while the couch was still under warranty. A review of my call history will show that I acted within the warranty period, but my concerns were dismissed by Fortegra at the time. The current state of the couch clearly indicates that there were underlying issues that were not properly addressed during the initial technician visits. Despite reaching out to Fortegra again, I was informed that nothing further could be done.
  
  I am extremely dissatisfied with how this matter has been handled. Given the poor quality of the product and the lack of appropriate action taken during the warranty period, I am requesting a resolution, whether it be through a repair, replacement, or a partial refund.
  
  Please respond at your earliest convenience to discuss how we can resolve this situation. I appreciate your prompt attention to this matter and look forward to hearing from you soon.
  
  Sincerely,
  ****** ******
  ************
  Order: ********

  Business Response

  Date: 09/27/2024

  Please see the attached response above.

  Customer Answer

  Date: 10/01/2024

  
  
  

  [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:

  10-01-2024
  ****** ******
  **** *********** ******
  ****** ***** ******* *****

  
  RE: BBB ID Number: ********
  Contract Holder: ****** ******
  Certificate Number: ********
  Effective Date: November 11, 2020
  Claim Numbers: ******** ******** *******
  

  Dear *** ********

  
  I would like to formally express my disagreement with the handling of my claims for the following reasons:
  1.  Discoloration Issue: It did not take long after purchasing the couch for me to notice that the fabric was discoloring. I promptly contacted Fortegra Warranty within the coverage window to address this issue, yet my claims were repeatedly denied. The discoloration was clearly evident and was reported while the warranty was still active.
  2.  Frame Issue: Similarly, it became apparent that there was an issue with the frame. Upon inspection, I noticed that one of the legs was missing, causing the couch to sink whenever someone sat on it. This issue was also reported to Fortegra in a timely manner. The issue was clearly evident and was reported while the warranty was still active
  3.  Warranty Coverage Confusion: When I purchased the couch from Rooms To Go, the sales representative explicitly stated that the warranty would cover all issues without exceptions. Based on this assurance, I was confident that all problems, including discoloration and structural issues, would be addressed under the warranty. Additionally, I verified this information on the Rooms To Go website, which corroborated what the representative had told me. Now, I am being informed that certain issues, such as discoloration, are not covered. This discrepancy between what was communicated at the time of purchase and the current stance is both misleading and frustrating.
  4.  Rooms To Go Warranty and Fortegra Warranty: The couch was originally covered by Rooms To Go's one-year warranty, after which the 36-month Fortegra Warranty took effect. All of the issues I reported were within this extended coverage period, and I expected that the warranty would provide the promised support. I believe that the denial of my claims is unjust, and I strongly urge you to reconsider them based on the original understanding of the warranty's coverage.
  
  Thank you for your time and attention to this matter.
  Sincerely,
  ****** ******
  

   

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/02/2024

  Please see the attached rebuttal response.

  Customer Answer

  Date: 10/02/2024

  
  
  

  [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:

  I would like to respectfully disagree with the statement provided by the company in their prior correspondence, as they have never truly addressed the issues regarding the discoloration and frame of my couch. While they have sent technicians to my house multiple times, each claim has been denied without resolution.
  
  I have been going back and forth with Fortegra since my first complaint, yet nothing has been solved. Every claim I have submitted has been denied, and it seems that this pattern is continuing. The couch was a significant investment for me, and if the company had shown compassion and willingness to help, I believe the couch could have been saved.
  
  Additionally, I have taken photos of the couch to support my claims, but I have encountered technical difficulties with uploading them on the website. I am happy to provide these pictures through another means if that would help move this process forward.
  
  I kindly ask for a reconsideration of my claims, as I hope to find a fair resolution to this ongoing issue.
  
  Thank you for your attention to this matter.

   

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 8/18/2021, I purchased a Childrens bedroom set from RoomtoGo and paid $250 for the Fortegra furniture Insurance. On 6/12/2024, I filed a claim on two drawers and a left bed rail, the Company sent out a technician who stated he would submit the information and would be ordering two drawers. I never heard back from Fortegra Claims, I contacted them on 9/19 and spoke with ******** who stated they could not honor their warranty because the pitures they received look more like scratches.
  I am requesting that they repair or replace my dresser or refund my money.

  Business Response

  Date: 09/25/2024

  Please see the attached response above.

  Customer Answer

  Date: 10/03/2024

  I do not agree with the companies response, Frrtega stated what their warranty does not cover but the brochure that was given to me by Room 2 Go did not have those specific disclosure on it.  I still think Fortegra should repair or replace my draweres on the dresser, it does not matter how long it took me to file a claim, the markings on the drawers are NOT scracthces and shoudd be covered.  When I spoke with the claim representative she reviewed the pictures and stated they would repair them but nowthey are refusing to replace the drawers as originally stated.

  Business Response

  Date: 10/21/2024

  Hey *****,

   

  I am not sure where the ball dropped on *** ******** repair / replacement.

   

  I have followed up with our team and the RTG team.  RTG said they have the approval but has not processed it. 

  My team sent over another request to process and for it to be expedited.

   

  I am sorry *** ****** has waited this long.

   

  ~*********

   

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a three year furniture warranty with my furniture from Rooms To Go when calling to file a claim when they sold it to me in the store oh, you can get guarded it covers all and anything that may happen to your furniture and now when you file a claim they don’t even want to help you use it’s because of this so it’s cause of that Not wanting to help you and get your furniture taken care of they just got my money and I can’t even use the warranty

  Business Response

  Date: 09/26/2024

  Please see the attached response above.