Complaints

This profile includes complaints for Mulberry Technology Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mulberry Technology Inc.

  250 Hudson St Fl 2 New York, NY 10013-1413

• 

  Mulberry Technology Inc.

  90 5th Ave Fl 8 New York, NY 10011-7629

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:12/04/2024

  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 Mulberry Protection Plan with my purchase of a dining room table from Poly and Bark. The table sustained damage, and I filed a claim within 30 days. Mulberry rejected my claim due to "No reported cause of loss." I appealed the decision the same day in an Email: "...I think the damage to the table should be covered, by definition of the damage and the terms coverage stated within the warranty contract. The contract states that the plan covers damage "all as a result of normal indoor residential household use or accidental damage from handling, either resulting from a single incident." The single incident was the occurrence of the crack, which occurred during a timeframe between *****pm. The crack occurred as a result of normal indoor residential household use. Normal indoor residential household use includes serving and eating meals, and children coloring... When kids are coloring, we put a protective silicone mat on the tabletop to protect the surface. We heard a loud crack/pop sound between *****pm. The next day, we saw a *****" crack/breakage in our Dining Table had suddenly and unintentionally formed, as a result of normal indoor residential household use. The sound the night before was consistent with the damage/breakage. Splits and cracks in wood are ruptures or separations in the grain of the wood, which reduce the quality as measured by appearance, strength or utility, and thus it does alter the performance of our table. The split has rough edges and I am concerned that my children may injure their hands, if the table is not repaired or replaced. The crack in the wood by nature penetrated the seal on the tabletop, making it susceptible to moisture during normal use and recommended cleaning practices. This may lead to additional damage, if unrepaired or unreplaced. The damage was likely caused by an unintentional structural failure in the table that is no longer covered by the original manufacturer warranty.."Mulberry has not responded.

  Business Response

  Date: 12/19/2024

  Mulberry has followed up with the client to address the delay in response and handling of their claim.

  A cash settlement has been offered to resolve their claim.

• Initial Complaint

  Date:11/11/2024

  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 July 25, 2022, I purchased a Mulberry Technologies protection plan for my Apple MacBook Pro laptop. Recently, on November 2, 2024, I filed a claim for a broken screen due to accidental damage, which Mulberry denied, According to their representative, my claim was denied on the basis that a laptop computer is not covered under the protection plan (see Exhibit A). This denial contradicts the terms and is inconsistent with the assurances I received at the time of purchase.I provided all details about my laptop (make, model, price, proof of purchase), which Mulberry reviewed before confirming my device was covered. If laptops were not eligible, they had ample information and opportunity to inform me prior to offering coverage Additionally, Mulberrys advertising claimed their plan included accidental damage coverage, unlike Apples own plans (Exhibit B). I confirmed with a representative that my laptop would be covered, and I received confirmation emails stating that accidental damage, including breakage, was covered (Exhibit C). My account on *********************** website also lists my laptop as covered for accidental damage under this plan (Exhibit D, E).The plan terms indicate that laptops are eligible for Accidental Damage Handling (ADH) coverage, which includes accidental breakage from drops, etc. The terms specify that *** plans cover single incidents of accidental damage resulting in breakage, aligning with the assurances I received from Mulberry representatives and materials. Denying my claim based on an alleged exclusion of laptops conflicts with these terms, potentially constituting fraudulent misrepresentation under the California Legal Remedies Act.I respectfully request that Mulberry review this decision, taking the above points into account. I have made multiple attempts to contact them but received no response beyond the denial notice.Thank you for your attention. I look forward to a prompt resolution that aligns with the plans stated terms of coverage.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out regarding your MacBook Pros warranty plan. Were here to clarify any misunderstandings about the coverage eligibility of your plan and address the points you raised.

  
  1.Coverage Eligibility and Terms
  As outlined in our websites terms and the agreement accepted at the time of purchase, eligibility for coverage under the Mulberry Unlimited or Mulberry Extension plan is determined at our discretion. While our dashboard allows clients to add products, this does not guarantee coverage. Our FAQs and terms specify that not all products are eligible, even if the product is added to your dashboard, and coverage is determined at our discretion.
  
  In this case, the plan was created with an incorrect product price, which is essential for determining coverage eligibility. Coverage can only be extended to plans accurately reflecting product values. Although certain MacBook Pro models may be covered, this particular plan was rendered ineligible due to the pricing discrepancy.
  

  2.Refund Issuance
  Given this, we have issued a full refund to cover the cost of the plan purchased. This action reflects our commitment to fairness when coverage criteria are not met due to pricing errors.
  

  ******** of Prior Communications
  We understand that you may have assumed the plans accuracy was previously confirmed. However, upon reviewing all prior communications, we found no confirmation that this specific plan was verified as eligible for coverage. We recognize that this may have led to some confusion.
  

  4.Response to Allegations of Misrepresentation
  We acknowledge your mention of potential claims under the California Legal Remedies Act (****). Please be assured that our actions have been conducted in good faith and with full transparency. For a claim under the **** to be valid, there must be an intent to deceive, which is not applicable here. Our terms clearly state that product eligibility is not guaranteed by dashboard appearance alone and is subject to our review, a process that helps prevent inadvertent errors. The prompt refund we issued upon identifying the eligibility issue reflects our commitment to fairness.
  
  
  Conclusion
  Based on the above, we have determined that the plan cannot be eligible for coverage due to the noted discrepancy. We appreciate your understanding and remain committed to transparent and fair service. Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:To Whom It May Concern,
  
  
  This letter responds to Mulberrys denial of my claim for coverage under the warranty plan I purchased for my MacBook Pro. Lets put aside for one second that your ever expanding justifications flip flop from your first letter of denial to your second. Ill simply focus on the ladder. Your denial is based on fundamentally flawed reasoning, gross procedural failures, and misrepresentations that not only violate basic principles of contract law but also constitute deceptive business practices under the California Legal Remedies Act (****) as well as federal consumer protection laws under the  ********-**** Act 2310 C,2 - which states "deceptive warranty" means a written warranty which contains an affirmation, promise, description, or representation which is either false or fraudulent, or which, in light of all of the circumstances, would mislead a reasonable individual exercising due care. Mulberrys shifting justifications and reliance on retroactive, unsupported arguments reflect a calculated effort to evade accountability for your obligations.
  
  
  1. Misrepresentation of Discretionary Review and Procedural Failures
  
  
  Mulberry claims that coverage eligibility is determined at our discretion and that discretionary review is a fundamental process designed to ensure correct application of the warranty plan. Yet, this process utterly failed to prevent the very error you now cite as grounds for denial. If discretionary review is truly fundamental, it should have been exercised at the time of purchasewhen I submitted proof of purchase and all required information to establish eligibility. Instead, Mulberry reviewed the details of my MacBook Pro, confirmed eligibility, issued documentation identifying my device as covered, and accepted payment for over two years without question.
  
  
  To invoke this so-called fundamental process only after a claim is filed reveals it as a post hoc rationalization intended to evade your contractual obligations. No legitimate company performs eligibility determinations afterconfirming coverage, accepting payment, and issuing official documentation. Your assertion that discretionary review is fundamental collapses under the weight of its own contradiction.
  
  
  2. Misleading Representations of the Client Dashboard
  
  
  Mulberrys argument that the dashboard is not a binding representation of coverage is both disingenuous and deceptive. The dashboard is the sole platform provided to customers to access plan details, and it prominently displayed my MacBook Pro as a covered item. Phrases like Product Covered and Date Issued are unequivocal in their implication of accuracy and reliability. To later claim that this dashboard is demonstrative-only or non-binding renders it a tool of misrepresentation.
  
  
  There is no plausible purpose for maintaining such a platform if not to provide accurate account information. The only logical conclusion is that the dashboard exists to mislead customers into believing their items are covered, only to later deny claims under pretextual arguments. This practice constitutes a violation of the ***** which prohibits deceptive acts and practices designed to mislead consumers.
  
  
  Mulberrys attempt to bolster this argument with vague disclaimers buried in FAQs is legally insufficient. Consumer protection laws require that essential terms, such as coverage and eligibility, be disclosed clearly and conspicuously within the contract itself. Your reliance on supplementary materials that are neither prominent nor binding underscores your intent to obfuscate and mislead.
  
  
  3. Invalidity of the Product Price Error Argument
  
  
  Your claim that the incorrect product price of $183.25 renders my plan ineligible is equally baseless. I provided Mulberry with an itemized proof of purchase clearly showing the accurate price of my MacBook Pro. If $183.25 was entered as the product price, this error is entirely within Mulberrys control and cannot be used to justify denial of coverage.
  
  
  Denying coverage on this basis is not only arbitrary and capricious but also reflects a complete lack of due diligence on your part. It is not the consumers responsibility to identify and correct errors resulting from Mulberrys internal failures. This argument further exposes the procedural deficiencies that have plagued your handling of this matter.
  
  
  4. Fraudulent Misrepresentation Under the ****
  
  
  Mulberrys actions and statements constitute fraudulent misrepresentation under the ***** which defines such conduct as any act or practice intended to induce reliance on a false representation of a product or service. Your conduct clearly meets this standard. 
  
  
  ***** reviewed my proof of purchase, confirmed eligibility, and issued documentation verifying coverage.
  ***** accepted payment without disclosing any alleged inaccuracies or eligibility issues.
  ***** waited over two yearsonly acting upon the filing of a claimto assert ineligibility based on errors entirely within your control.Whether the initial error was inadvertent or intentional, your subsequent reliance on vague disclaimers and retroactive justifications to deny coverage constitutes a clear violation of the ***** Intent to mislead can be inferred from this pattern of conduct, as well as your reliance on contradictory and unsupported arguments to justify denial.
  
  
  5. The Insufficiency of Refund as a Remedy
  
  
  While you attempt to frame the refund of $36.99 as evidence of fairness and transparency, it is nothing more than a perfunctory gesture that fails to address the substantive harm caused by your actions. The refund does not absolve Mulberry of liability for the misleading assurances made at the time of purchase or the damages caused by my reliance on those assurances.
  
  
  Had I been informed that my plan was ineligible, I could have sought alternative coverage elsewhere. Instead, I was led to believe my MacBook Pro was fully covered, only to have that coverage retroactively invalidated when I needed it most. This reliance on false assurances constitutes actionable harm under the *****
  
  
  6. Contradictions in Mulberrys Arguments
  
  
  Your claim that Mulberry acted in good faith is entirely contradicted by your own actions:
  You claim discretionary review ensures correct application of the warranty plan, yet it failed to identify the alleged error until over two years after payment was accepted.
  You claim the dashboard is not binding, yet it is the sole source provided to customers to verify coverage and plan details.
  You claim the refund demonstrates fairness, yet it only occurred after a claim was denied, doing nothing to remedy the harm caused by your misrepresentation. These contradictions expose a calculated effort to avoid accountability while attempting to preserve the veneer of compliance with consumer protection laws.
  
  
  Conclusion
  
  
  Mulberrys denial of my claim is procedurally flawed, legally indefensible, and a blatant violation of the ***** Your reliance on post hoc justifications, vague disclaimers, and internal errors as grounds for denial demonstrates a systemic failure to uphold your obligations to consumers.
  
  
  The refund of $36.99 does not address the harm caused by your actions or absolve Mulberry of its liability under the law. I demand that Mulberry re-evaluate its position, honor its contractual obligations, and fulfill the assurances made at the time of purchase. Failure to do so will leave me no choice but to pursue arbitration or litigation, where Mulberrys deceptive practices, procedural failures, and violations of the **** will be fully exposed.
  
  
  Sincerely,
  *. ********

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ********
  
  
  
  
   
  

  Business Response

  Date: 11/26/2024

  We appreciate the opportunity to provide additional context and address your concerns comprehensively. Below, we outline the reasoning and process behind our decision.
  
  1. Discretionary Review and Coverage Eligibility
  
  As stated explicitly in our Agreement (Page 6) and website disclaimers, PRODUCT ELIGIBILITY IS DETERMINED AT MULBERRYS DISCRETION. This foundational policy ensures that each plan meets the required criteria for coverage and is subject to review during the claims adjudication process.
  
  The Mulberry Extension feature simplifies the process for customers by allowing them to add products to their dashboard via a product page ***, which may be manually entered or automatically retrieved from the retailers website. While this is a convenient tool, it does not constitute a confirmation of eligibility. The disclaimer that coverage is subject to review is prominently displayed and integral to our terms. We encourage customers to reach out to our support team proactively to verify coverage before or shortly after purchasing a plan, should they have any questions.
  
  2. Review Process and Pricing Discrepancy
  
  The receipt for your purchase was not uploaded at the time the plan was initiated. Instead, the product was added based on the *** provided, which, in this case, contained an inaccurate price. Our claims process requires submission of a purchase confirmation during intake to validate plan eligibility. This step revealed the pricing discrepancy that rendered the plan ineligible.
  
  While we strive for accuracy in importing product details, the process is subject to normal technological limitations. Errors, such as incorrect pricing or other details retrieved from retailer websites, can occur. These potential discrepancies are a primary reason why eligibility is reviewed at the claims intake stage unless confirmed proactively by the customer in advance.
  
  3. Previous Engagements and Verification
  
  Our records indicate multiple touchpoints with you over the years regarding coverage and adding items to your plan. However, there is no evidence that coverage for this specific product was verified at any point. Eligibility is not automatically guaranteed based on dashboard appearance or system imports. It is determined based on the details provided during claims intake or upon proactive verification with our support team.
  
  We encourage customers to use the tools available to confirm eligibility, but if coverage verification does not occur proactively, it is formally reviewed during the claims adjudication process. This process ensures consistency and adherence to the terms and conditions agreed to at the time of purchase.
  
  4. Resolution and Final Determination
  
  We acknowledge that this situation may be frustrating, and we regret the inconvenience caused. However, based on the terms of the agreement and the factors outlined above, this plan was determined ineligible for coverage.
  
  While we strive to make our processes as seamless as possible, occasional discrepancies can occur, particularly when product information is captured through third-party retailer platforms. We remain committed to transparency and fairness, which is reflected in the actions we have taken to address this matter.
  
  
  Conclusion
  
  This case underscores the importance of our discretionary review process, which is designed to ensure that plans meet the eligibility criteria outlined in our Agreement. While we regret that this plan was found ineligible, we have acted in alignment with our terms, and no further action will be taken beyond the refund and plan cancellation.

• Initial Complaint

  Date:09/11/2024

  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 bought a Mulberry unlimited protection plan for the furniture in my house. I have been paying this coverage for over a year so that if anything happens to my furniture that's under the protection plan I am covered. Unfortunately, something did happen to my tv stand while I was moving it. I quickly reached out to Mulberry, I filled a claim, answered everything they needed from me, and then they just simply disappeared. We're going on two weeks now and absolutely zero answer from them, even after I have repeatedly reached out to them. Its clear to me that they have been accepting my money for two weeks now and now that I need reimbursement for a covered damage on a covered furniture they have 0 intention of fixing the problem. Very disappointing and it should come as a warning to anyone who's looking into Mulberry Unlimited.

  Business Response

  Date: 09/11/2024

  In the client's claim description for the claim filed on 08/23/2024, they stated: "While I was moving i bumper the TV stand against another piece of furniture and the side broke off."

  The terms of our agreement for this protection plan explicitly states the following exclusion: h. Stains or damage caused during Furniture delivery, assembly, installation, or transportation are not covered;

  As a result, we are unable to provide coverage for this claim. The above denial was communicated to the client and no further action will be taken to address this claim. 

   

   

  
  

• Initial Complaint

  Date:07/29/2024

  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 king size GhostBed on September 28, 2021 and purchased a 10-year protection plan from Mulberry at the same time. I was told to make sure to keep my waterproof mattress protector on my mattress at all times, which I did. Two weeks ago, in July 2024, my ac drip pan overflowed, filling my ceiling with water and muck. Though I attempted to put a tarp down, I was unable to catch everything and part of my ceiling, soaked with water and insulation, fell onto my mattress. It penetrated the tarp, mattress protector, and several layers of my mattress, rendering is completely unusable. I attempted to file a claim with Mulberry and provided all requested documentation. My claim was denied, citing weather-related exclusions. I appealed the denial, and have not received a response back, despite multiple attempts at contacting the company.When I initially filed the claim, the website informed me to not get rid of the mattress until the claim was processed. I held onto it as long as possible, but mold and mildew set in and began making us cough and feel ill. We were forced to remove the mattress right away.

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Mulberry Technology Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 08/28/2024

  This protection plan is administered by Guardsman. The following context was shared with ************** --

  After reviewing your claim and the additional details youve provided, we remain guided by the terms and conditions of our service agreement, which are designed to ensure a fair and transparent process for all our clients. Specifically, we refer to the exclusions listed on pages 7 and 8 of our service agreement. The following exclusions apply:

   
  External Causes: Our coverage excludes damage resulting from external causes, which include, but are not limited to, water damage. This encompasses any incidents involving water, regardless of the source, as stated in Section 6: "External causes of any kind, including third party actions; fire; theft; insects; animals; exposure to weather; windstorm; sand; dirt; hail; earthquake; flood; water; acts of God or consequential loss of any nature."
  
  Damage from Misuse: Section 8 further specifies that damage caused by external factors, including water intrusion from non-weather-related sources such as a malfunctioning AC unit, is not covered. It also mentions that damage from misuse, mishandling, and other similar causes are excluded from coverage.

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If this is the case, then in reality nothing is covered and your insurance is a scam. We would like our money back. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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 bought a new sofa in 6/2022 with a 3 year protection plan from Mulberry that covered accidents, spills, etc. In June 2024 we experienced a stain on the leather sofa that was not cleanable despite spending $250 (at our own expense) to hire a professional cleaner. Once the cleaner was not able to get the stain out, we engaged Mulberry.Mulberry advised us that a replacement part is not available for many months. Since their own terms state that if a replacement part or repair is not available, a full product replacement would occur. But Mulberry is saying that the part is available, many months from now. I think most people say that this is actually *not* currently available and per their own terms, the full product should be replaced. Mulberry will not adhere to their own terms. I paid $240 for the product protection plan.

  Business Response

  Date: 07/24/2024

  Earlier today, we sent the message below to provide some additional context to this client. Mulberry will not be taking further action to address this claim, as we remain guided by our terms. 

  "We understand your frustration with the lead time for the replacement part and appreciate your patience. We would like to clarify the situation and the terms of our warranty agreement to address your concerns.

   Availability of Replacement Parts: The section of our terms you referenced states that "if the replacement parts are not available for the covered product or have been discontinued by the manufacturer, Mulberry will replace the covered product as determined with a new or refurbished product of like, kind, or similar features." In this instance, the replacement part you need is available and has not been discontinued by the manufacturer. The lead time of three to five months is standard because all parts and furniture from this manufacturer are made to order directly from the factory. This means the parts are not pre-stocked but are produced upon order to ensure quality and specificity to your product. 
   
  Responsibility for Delays: Our terms also state that we are not responsible for delays in service or the use of the covered product while it is being repaired, replaced, evaluated, or diagnosed. This provision applies here because the delay is due to the manufacturers production schedule, which is beyond our control. We moved quickly to process your claim and order the replacement part as soon as we received your request.
   
  Conditions for Replacement: The replacement or compensation clause applies only if the part is genuinely unavailable, discontinued, or cannot be obtained, which is not the case here. The part has been ordered and is in the process of being manufactured and shipped according to the manufacturer's timeline.
   
  We understand that this waiting period is inconvenient, and we are here to support you throughout this process. Please rest assured that we are doing everything possible to expedite the replacement part within the constraints of the manufacturers schedule."

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here]

   I reject this response. A replacement part is not available currently and won’t be available for many months. To any reasonable person, this means a replacement part is NOT available now or even in a reasonable amount of time since this is a living room sofa that is used every single day. 

  
  

  Once it is agreed that the replacement part is indeed not available in a reasonable time frame then they should abide by their own policy which states a full product replacement. 

  
  

  Thank you

  
  

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

  
  

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:06/25/2024

  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 a Nector California king ******** on May 16th 2021. For the amount of 1099$ Received a 10 year accidental ******** coverage warranty for 99$ I Filed a claim on 06/13/24. Online Via there automated text responder. For a stain that occurred on 5/26/24. The stain is from our new dog they needed pictures and I provided pictures, they notified me to draw a circle around the stain I **** a circle around the stain I was filing for. They then submitted for review. Then Guardsmen sends me a free stain repair spray to resolve the issue. Also an email to respond to within ************************************* not. I received the email 6/17/24 received the spray 6/21/24. Reported to guardsman the spray did not work at all. Received an email 6/25/24 they have declined my claim do to Mattress-California ********************* Pet - The damage you reported is accumulation of stains, soil, or damage from repeated use, which is excluded from coverage under the section of your protection plan titled "Ineligible Furniture and Components." In some protection plans, this exclusion can be found in section 7. So then I called the number to resolve over the phone the women told me all the stains were accumulated. I told her no Im filing for my pet stain within the 30days that your policy describes in the warranty. The women says it does not cover my claim. I said I wish to speak to a manager it then tells me to leave a voicemail and I will get a call back. I dont see them resolving my issue hassle-free like there website and warranty says they do. I need help.

  Business Response

  Date: 07/03/2024

  Thank you for providing your feedback. We would like to offer you some additional transparency and context as to how the process works, and we take full responsibility for not setting the correct expectations at the outset. Your protection plan is underwritten by Guardsman, who is responsible for the adjudication and processing of your claim. We have submitted the information you provided within your claim to the underwriter. Please be aware that they may contact you for additional details or information. This is to ensure all required information is available for efficient processing of your claim.

  Here are some key points to keep in mind:
  
  Communication: The underwriter may reach out to you directly. We ask that you respond promptly to any requests to avoid further delays.
  Dependencies: The processing timeline is influenced by the underwriter, and there are elements outside of our control. We will, however, follow up consistently to ensure your claim is being handled efficiently.
  Direct Contact: You are also welcome to reach out to the underwriter directly for details, updates, or any other inquiries regarding your claim. Their contact information is as follows: ************. 
  
  We appreciate your patience and understanding during this process. We are here to support you and answer any questions or concerns you may have.

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This is ***********************
  
  This is in reference to complaint against Mulberry Technology Inc..  ID #********

  Still have not heard from the company or an underwriter. 

  It has been 6 days still no resolve.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/28/2024

  This protection plan is administered and underwritten by Guardsman.

  Mulberry's role in this process is to forward the necessary claim details to Guardsman, but we do not have influence over the processing time, decisions, or outcomes of claims handled by third-party administrators.

  We also want to clarify that the details of your protection plan, including the identity of the administrator, were made available to you at the time of purchase. This information has been accessible through your Mulberry dashboard and was also provided to you by Guardsman in the documentation related to your coverage. It is standard practice in the insurance industry for the administrator or underwriter of a plan to be a third party, and we apologize if this caused any confusion.

  Our understanding is a final decision was communicated to ****************** by our partners at Guardsman. 

  
  

• Initial Complaint

  Date:06/20/2024

  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 a Mulberry 3-year protection plan for my sofa. A year into my protection plan, I noticed the fabric on my sofa had started to tear and I filed a claim and submitted all the relevant photos. I heard back and they asked for more details via email, so I replied the next day. That was May 14th. It is now June 19th and I haven't heard back from anyone. I've sent 2 follow up emails and I'm being completely ignored. What's the point of paying for this service if I can't utilize it? All I asked for was replacement cushion covers, it's not like I'm asking for an entirely new sofa.

  Business Response

  Date: 06/20/2024

  After reviewing our records, we can confirm a decision on the claim was communicated on May 15th. Our team will follow up with the client, as it appears they may have missed this message. 

  Customer Answer

  Date: 06/20/2024

  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 and the matter has been resolved. It's just a shame it took going through the BBB to get the company to reply to my emails.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  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 submitted a claim on june 10 for a pair of headphones that stopped working. answered all their questions and received an email letting me know that claim was received. day later I received another email telling me the claim would be declined because i had purchased this warranty some time im feb of 2024. which is not True. I sent them proof of when it was actually purchased and since than they have gone silent. Sent several follow up emails and called the number i could find and nothing. seems like after they were confronted with the truth they just stopped replying and have been unable to get a response from anyone. I am not asking for handouts. I would simply like a response regarding my claim that is based on the truth and not lies. I have never done this before but i will make sure to go out of my way to let everyone know not to do business with this company and to avoid dealing with them since they will lie and then disappear in order to avoid paying a claim. If they are not going to accept responsibility for providing false reason for denial than they need to reimburse me for all the months they have taken money out of my account just to deny a claim with a reason that is completely false and not responding when confronted with the facts

  Business Response

  Date: 06/20/2024

  Mulberry has corrected the record with the client directly, and processed a reimbursement to the client's satisfaction.

   

  Customer Answer

  Date: 06/20/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2024

  Type:Product 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.

  October 5th 2023 is when I placed the original claim. The mattress is sunken in and I need a replacement ASAP. Mulberry does NOT reply back to my emails.

  Business Response

  Date: 06/20/2024

  We've followed up with the client to clear up any confusion surrounding the claims process. 

  Summary of Events:
  Claim Submission: In October 2023, you filed a claim for urine stains on your mattress.
  Underwriter Involvement: The plan is underwritten by Guardsman. While you can submit claims through us (Mulberry), we forward them to Guardsman for processing. This was completed for the previous claim (6e8b6206) in October of 2023.  
  Stain Kit Sent: Guardsman sent you a stain kit in November 2023 to address the reported issue. You confirmed receipt of this kit on November 27, 2023.
  Required Follow-Up: We informed you at that time that an update on the results of using the stain kit needed to be provided within 30 days, either to us or directly to Guardsman.
  Claim Closure: In January 2024, we followed up but did not receive the required update. As a result, the claim was closed. However, your protection plan remains active, and you can file additional claims as needed. 
  Current Situation:
  There appears to be some confusion regarding your claim status. If you are looking to report a new or different issue, such as a sunken area in your mattress, you have a couple of options:
   
  File a New Claim:
  Log into your Mulberry account and submit a new claim for the issue.
  Contact Guardsman directly to file a claim. Their contact information is provided below for your convenience. 
  Review and Support:
  Attached is the agreement for your protection plan, which outlines the coverage and support available to you.
  Should you need assistance or further clarification, you can reach out to us or Guardsman. 
  Guardsman Contact Information:
  guardsman.com
  ***************

  Please let us know if you have any other questions or need further assistance. We are here to support you and ensure your protection plan is utilized effectively.

• Initial Complaint

  Date:06/06/2024

  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 filed a claim for my camera as its broken, I filed the claim on May 21, claim *********. Only update I got was to was on May 23 for more information which I gave when I filed the claim and response to the email. Now June 5th I havent heard nothing more. I have emailed them several times and phone call with no response back. I pay for this warranty every month for several items and this is the first time I have used it and experience has been very unpleasant

  Business Response

  Date: 06/20/2024

  This claim was fully resolved to the client's satisfaction. Our records indicate the reimbursement was processed successfully on 06/14/2024, within our SLAs of 3-10 business days. 

  Customer Answer

  Date: 09/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **************************************