Business Profile

Insurance Software

Mulberry Technology Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

87 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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:03/27/2024
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 have left over 20 phone messages about a claim that I must file and no one has responded. I have also sent over 10 emails with confirmations from ZenDesk and still not one reply.
Business Response
Date: 04/12/2024
This client faced technical issues when attempting to login to their account in order to file a claim. Mulberry was able to resolve this issue, and they've now filed a claim. The claim is in progress and still within service level agreement.

Customer Answer
Date: 04/18/2024
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:

This response makes it seem as if there was just a minor technical issue. It was NOT a technical issue. They took over 2 months to respond to my voicemails and emails to Zen Desk. I was locked out of my account because my email was changed, this should take 1-2 days to fix. Simple issue.

Furthermore, I have sent in all the information they have asked for and I have waiting for over a week with no update or update. I am very concerned.

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

Sincerely,

*** ****

Customer Answer
Date: 05/20/2024
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]
******* ** ****** **** *** ** ********** *****

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

Dear BBB,
I hope this message finds you well. I am writing to request the reopening of my case. Despite the initial resolution efforts, the company has failed to address the problem as stated, and the issue remains unresolved.
I would greatly appreciate your assistance in pursuing a satisfactory resolution.
Thank you for your time and attention to this matter.
Best regards,
*** ****

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

Sincerely,

*** ****

Business Response
Date: 09/03/2024
In response to the consumer's reopening of their BBB complaint, we at Mulberry maintain that the initial claim was properly resolved and closed with the consumer's satisfaction.
Original Complaint Resolution (Claim ID: *********:
Issue: The consumer reported an issue with a bed slat.
Action Taken: Replacement parts were ordered, delivered, and installed on June 19th, 2024.
Follow-Up: On June 20th, we followed up with the consumer, confirming the successful installation and invited them to notify us of any unresolved issues. No further communication was received from the consumer, and thus the claim was considered closed.
Current Status:
The consumer has reopened the complaint, which they report as unresolved. Based on our records, the original complaint was resolved, and no further issues were communicated by the consumer following our follow-up on June 20th.
Possible Confusion with a Separate Claim (Claim ID: *********:
Issue: The consumer filed a separate claim on August 20th regarding a nightstand with scuffs and scratches.
Process: The consumer did not provide a detailed description or the required photos clearly indicating the damage area. We requested additional information and photos on August 21st and August 26th.
Consumer Response: The consumer responded that the nightstand had been disposed of due to safety concerns, but did not provide the additional requested photo.
Outcome: Due to the lack of sufficient documentation and the disposal of the item, we informed the consumer that we could not proceed with their claim. This is in line with our terms and conditions, which explicitly state that products should not be discarded without our instruction, as outlined on page 6, section 4.1.
Conclusion:
The original complaint concerning the bed slat was resolved and closed to the consumer's satisfaction.
The current issue appears to relate to a separate, more recent claim regarding a nightstand. This claim was denied due to the consumer's failure to provide necessary documentation and their premature disposal of the item, which hindered our ability to assess the claim accurately.
Given these facts, we believe the complaint should be closed, as the original issue was resolved, and the second claim cannot proceed based on the reasons provided above. We recommend the consumer reviews the terms of their agreement, particularly regarding the need for proper documentation and the requirement not to dispose of covered products without explicit instructions from Mulberry.
Initial Complaint
Date:03/20/2024
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.
I purchase a refrigerator at the Hampton store in July 2022 with a five year warranty. It went out after 15 months. I contacted them, and they had me contact the warranty company, Mulberry Protection plan in New York, They sent Appliance Guys of ************** to look at the fridge. It took them from 3/3 - 3/11 to get a new fridge to me. They sent a replacement refrigerator that arrived on 3/11/2024. They told me to let sit for six hours to cool. After it was sitting an hour, I found two dents in the back of the fridge. I heard a large popping noise from the fridge. When I looked at it, the dents had popped out. They sent a couple of technicians to look at the fridge. I am concerned that there is something wrong with the fridge. I asked how we know if there is something wrong with the fridge, and he said we don&#**;t. I now only have a one year warranty from Frigidaire. I want a replacement for this one to make sure I have a good refrigerator. The technician said they would have someone call in the next few days. They never did call. I saw in the area, so I stopped in the store. They told me I would it is not likely that I would get a replacement.
Business Response
Date: 03/18/2024
The customer will have to contact the extended warranty company since their the ones that replaced the unit... We don't have a say so on what the extended warranty company will do, it's up to them.. Thanks
Business Response
Date: 04/12/2024
This appears to be a complaint towards the manufacturer and possibly the retailer, which Mulberry has no control over.
After an unsuccessful repair attempt, Mulberry moved quickly and within service level agreement to replace the refrigerator. This was completed efficiently and without delay.
**** *********** was satisfied with the outcome.
Initial Complaint
Date:03/06/2024
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 couch from a website that offered protection plans through Mulberry Technologies, which I also purchased. My parents dog had an accident on the couch, but pet urine is covered in my insurance plan, so I reached out to Mulberry to help. After a few weeks, they sent a technician who showed up with 2 unlabeled spray bottles, and not even his own paper towels in an attempt to remove the stain. After ***** minutes, he declared that I would need a new cushion and that Mulberry would be in contact with me to secure a new one. I never heard from them so upon reaching out, they said at this time they are unable to secure a replacement cushion but that my couch is still under insurance through them so if anything else happens, to let them know. They provided no other explanation. I have reached out numerous times since then and have heard that they are re-looking into it, but that was a month+ ago. At this point, it is obvious that they are either waiting for me to give up, or waiting for my coverage to expire. This is by far the absolute worst customer service I have ever experienced.
Business Response
Date: 04/12/2024
This claim was approved for a part replacement. The order was placed and is underway. Since this part is made to order from factory, lead times may vary and is currently in progress.
This was communicated to the client, and we have not received any additional follow *** or concerns with respect to this.
Initial Complaint
Date:03/06/2024
Type:Sales and Advertising 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 paid nearly $200 for furniture insurance for a couch I purchased through Homethreads (July 2022). I have had 2 Mulberry technicians come to my home to look at the broken zipper on one of the cushions and assure me that they would replace it. The last visit was last Fall (2023) and I have yet to receive a new cushion. Mulberry is now ignoring my emails/messages.
Customer Answer
Date: 04/11/2024
Better Business Bureau:

At this time, I have not been contacted by Mulberry Technology Inc. regarding complaint ID ********.

Sincerely,

***************************
Business Response
Date: 04/12/2024
It appears there was an issue with the replacement part order. We are working with the retailer and client on a speedy replacement shipment.
The above has been communicated to the client, and we will ensure a full and efficient resolution is provided.
Initial Complaint
Date:03/05/2024
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 2 sofas from CasaOne on 11/2/21. I also purchased 2 Mulberry 5-year warranties. The price was $3232.17, of which $321.98 was the warranty - In June 2023 one of the sofas started peeling. The sofas are leather and the top layer is a laminate which is coming apart from the raw leather - I filed a claim with Mulberry on or about 6/16/23 - On 7/7/23 the claim was denied and I was sent a section of the T&Cs related to accidental damage in handling - On 7/7/23 I emailed Mulberry asking for details of the denial as the quoted terms did not seem relevant - Mulberry responded on 8/25/23 to tell me that I would now receive $500 for the claim. No explanation was provided and I was told this was non-negotiable - In December 2023, the same peeling became visible on the second sofa. On 12/29/23 I filed another claim with Mulberry for the second sofa - On 1/3/24, Mulberry denied this claim. This time, they quoted the following from the terms and conditions "Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wear-and-tear, including but not limited to: scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches on leather"- I followed up on this email in January and February and have not heard back since - Under the terms of the warranty, "Lifting or incident-specific chipping of veneers or laminates exposing the substrate" and "Checking, cracking, bubbling, or peeling of the finish" are covered. This is exactly what has happened. It is not a scuff, abrasion, or a scrape: it is the lifting of the top surface of the material of the sofa, exposing the under material / substrate. The top surface, which is a laminate over the leather, is literally peeling off - Further, as the first claim was approved in part, Mulberry implicitly accept that I had a valid claim. I request that the claim is settled for $2,410.19, being the total purchase price, less the $500 already received
Customer Answer
Date: 04/11/2024
Better Business Bureau:

At this time, I have not been contacted by Mulberry Technology Inc. regarding complaint ID ********.

Sincerely,

***********************
Business Response
Date: 04/12/2024
Our policy is designed to cover damages resulting from single, unexpected, sudden, and unintentional events. The damages appear to be the result of accumulative wear. The images attached to the claim/description indicate damage across several areas, suggesting an accumulation of damage, that is to be expected from regular use, rather than a singular incident.
The exclusions within our policy framework are pivotal, often taking precedence over general statements of coverage. They are designed to clarify the scope of our protection plan, ensuring that all clients have a mutual understanding of what is and is not covered. This includes the expectation that clients will undertake general care and maintenance of their products to prevent damage where possible. For instance, while our policy does cover tears, it explicitly excludes damages from repeated misuse or neglectsimilar to how a cloth used as a chew toy by a pet would not be covered, illustrating how exclusions operate within our policy framework. We are not implying this damage was due to misuse or neglect, but are rather aiming to show an example of how exclusions are applied.
Initial Complaint
Date:02/29/2024
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.
Purchased a 5 year warranty for our couch on 8/26/22. A claim was filed on 2/13/2024 because a zipper on the cushion cover broke. Received this answer: This message is to confirm that you have successfully submitted a claim with Mulberry. For reference, your claim ID is ************ not get anybody to answer emails, chats or calls.
Customer Answer
Date: 04/11/2024
At this time, I have been contacted directly by Mulberry Technology Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
They claim they have to order a part.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****************
Business Response
Date: 04/12/2024
That's correct, we have approved the claim for a replacement part (cushion).
We are working with the retailer to secure the order and will relay the order number, tracking information as it becomes available.

Business Response
Date: 06/06/2024
The replacement was delivered on 05/14 and tracking information (including proof of delivery) was shared with *** ********************* information: *****************************************************************************************

Customer Answer
Date: 06/06/2024
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:02/29/2024
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 Nectar mattress on 10/19/2020. I purchased an additional 10 year warranty they offered through Mulberry for $99. On 11/17/2023, I started a claim on the warranty to get my mattress repaired or replaced. They sent me a cleaning kit to see if it would remove the stains (they are covered under the warranty) and asked me to respond back stating if my problem was resolved or not. I've done all the correct steps and responded back way before the deadline they gave me, but now they just keep sending me the same email stating, ****** ****** **** ** ********* ********* *** *** ******** ***** ** *** ********* ********* **** ****** ***** *********** * **** ******* **** ** *** ****** **** ** ***** ** ****** *** ******* ** ****** **** ** ** **** ** ******* ********* ****** **** **** *** ** *** *********** ********* *** ******* **** ** ******* **** ******** **** ** ******* **** *** **** **** ****** ******* ********* ***** ** ******** ******* **** ***** ********** ***** **** ** ********* *** *** *** ****** ** **** **** **** * ************** ****** *** ******** **** ***** *** ******* ******* ** ********* ********** **** ******** *** ************* ****** **** ***** ************* ********. I've tried contacting them by phone, email, and via LinkedIn. I can't get any live human or a different response.
Business Response
Date: 03/01/2024
This claim was being adjudicated by our third-party underwriter and partner, Guardsman.
Due to the extreme delay here, Mulberry has "taken over" or overruled the claim, so that we may adjudicate and process the claim.
A replacement has been secured for this client, and they have been updated accordingly as well.

Customer Answer
Date: 03/13/2024
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:02/27/2024
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.
Mulberry offers protection plans for products purchased from different online vendors. I have filed a claim for my purchase with Mulberry which states they will be reaching out in 5 business days, but I havent heard back for 5 months. Not only has my claim with Mulberry been completely ignored, but all forms of communciation have been stonewalled as well. They refuse to answer their phones, they do not return messages, and ignore all emails. For 5 months Ive been trying to connect to someone and they refuse to communicate whatsoever. As many have stated on different online platforms such as *************** Mulberrys ********* is to scam money out of customers, stonewall all communications until the warranty expires at which point they no longer have to fulfill said claim. Additionally because they do not want to payout so instead they ignore incoming claims until customers are exhausted. I have attached a copy of the funds Mulberry has taken, and my 4 claims and their claim numbers. Im asking the BBB to kindly: 1) Hold the Mulberry Protections Scam accountable however possible, 2) Establish some line of communication between customer and business so I can have my claim processed 3) or, refund the costs for my protections being that Mulberry is uncapable of providing the services they promised. ******************* ***********************
Customer Answer
Date: 04/11/2024
Better Business Bureau:

At this time, I have not been contacted by Mulberry Technology Inc. regarding complaint ID ********.
Theyve taken our money, but ignored all attempts to file a claim, all emails and all phone calls. What can i do? Are companies allowed to steal and lie like this? Is there any protections from consumers?

Sincerely,

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

Business Response
Date: 04/12/2024
The client's plan is being insured / underwritten by a third party.
The claim was denied for the following exclusions:
ACCUMULATED STAINS OR DAMAGE RESULTING FROM LACK OF REGULAR CARE AND MAINTENANCE, WILLFUL ABUSE, MISUSE, MISHANDLING, UNAUTHORIZED MODIFICATIONS OR ALTERATIONS TO A COVERED PRODUCT OR FAILURE TO FOLLOW THE MANUFACTURERS INSTRUCTIONS;
EXTERNAL CAUSES INCLUDING, FIRE, THEFT, INSECTS, ACTS OF NATURE, ILLEGAL ACTS, ACTS OF GOD OR CONSEQUENTIAL LOSS OF ANY NATURE;
ANY STAIN, SOILING OR DAMAGE RESULTING FROM EVERYDAY USE OR THAT HAS BUILT UP OVER TIME, I.E. DIRT, PERSPIRATION, HAIR, BODY OR SUNTAN OILS AND/ OR LOTIONS.
MOLD, MILDEW, ODOR;
REPETITIVE STAINS FROM THE SAME CAUSE
The terms, exclusions of their plan can be found here: ****************************************************************************************
There has been a lapse in communication which has been addressed. The claim decision has been communicated to the client.
Initial Complaint
Date:02/22/2024
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.
Claim # ******** I purchased a warranty for a console table that I purchased from pier one. I filed a claim and received an email that it was approved and never received a resolution. I have reached out through email and called them and they are not responding
Business Response
Date: 03/01/2024
The client's claim was approved for a part replacement. At times, we may encounter delays as we depend on the retailer or manufacturer to provide part availability. This is what caused the delay here.
In order to make things right and avoid further delays - we've approved and processed a full reimbursement to the client, and updated them accordingly.
Initial Complaint
Date:02/05/2024
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 filed a claim, claim ID ********, on January 12th and it is now February 3rd and have yet to receive a response though their auto reply claims they will get back to you in 5-10 business days. I have sent several emails and have also left a voicemail to no avail.
Business Response
Date: 02/20/2024
The client reported the following in their claim description: "paint is coming off of the chairs."
The claim was processed and adjudicated by our claims partners and third-party underwriters, Guardsman.
It was denied for the following exclusion, found in our terms and conditions:
"j. For Outdoor Furniture: (page 13)
ii. WHAT IS NOT COVERED
c. Plan does not cover cleaning, maintenance, or stains and damage caused by normal or ordinary wear-and-tear, including but not limited to: scuffing, scrapes, or other surface abrasions, including pilling or fraying of fabric, and surface scratches on leather;"

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Mulberry Technology Inc. is NOT a BBB Accredited Business.