ComplaintsforRisk Assurance Partners, LLC.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold an insurance plan again wear and tear on my couch and love seat for the full value of them. I was told by the sales person and by their pamphlet that any stains and rips or tears caused by me would be covered for 5 years. There are stains everywhere and there is a rip in the couch and they are now saying that it is not covered.

  

  Business response

  10/31/2024

  The Special Services Manager reached out to the customer to discuss the claim and coverage in further detail.

  We thank the customer for reaching out and allowing us the opportunity to address their concerns regarding the Protection Plan for the Sofa and Loveseat. We understand the importance of having reliable coverage, and we want to clarify the terms of the Protection Plan and the details surrounding the customers claim.

  After reviewing the customers claim, we found that the claim was filed on October 28, 2024. However, the damage the customer reported was noted as occurring on July 16, 2024. Per the terms of the Protection Plan, claims must be filed within 30 days of the incident for coverage eligibility. Unfortunately, as the claim was submitted beyond this time frame, we are unable to process it under the plan.

  Additionally, the images provided show widespread stains on the entire Sofa, which appear to have accumulated over time. Coverage under the Protection Plan is designed for accidental, isolated incidents and not for the buildup of stains. Furthermore, the loveseat image reveals seam separation, which is also not covered under the terms of your plan.

  We understand that this may be disappointing, and we apologize for any confusion regarding the coverage details. At this time, we can suggest alternative repair options outside of the Protection Plan, such as parts replacement or technician services, which would be available for an out-of-pocket cost. We ask that the customer please call us to discuss any alternative repair options outside of the Service Agreement, we would be glad to assist.
  

  As stated within the Terms and Conditions (Exclusions): 

  - Each incident of damage to a covered Item must be reported to the Administrator within thirty (30) calendar days of the date You discover such damage. 

  - General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the warranty plan when I purchased my furniture. I was told any accidental rips, tears, punctures, spills etc werr covered. Every time I try to file a claim they deny it saying it's not covered. I paid too much money for something I cannot even use

  

  Business response

  10/23/2024

  We thank the customer for reaching out regarding their claims and concerns with the Protection Plan. We understand the customers frustration and appreciate their patience as we reviewed all claims.

  Earlier today, our Special Services Manager attempted to contact the customer to the phone number on file but was only able to leave a voicemail requesting a call back. We ask that the customer please return the call at their convenience.

  After a thorough evaluation of the customers claims, we regret to inform the customer that we cannot proceed with coverage for the following reasons:

  Claim T15016 (filed May 2021): Seam separation on the *** Loveseat was denied as it is not covered under the plan. Seam separation is classified as "Failure or loosening of threads or splitting of seams," which is excluded from coverage under the terms of the plan.

  Claim T327629 (filed October 2024): Stains on the *** Loveseat were denied due to general soiling and wear and tear, which is defined as "a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident." Unfortunately, this falls outside the coverage scope of the plan.

  Claim T327632 (filed October 2024): Worsened seam separation on the *** Loveseat was denied for the same reason as claim T15016, as seam separation is not covered.

  Claim T327853 (filed October 2024): Further seam separation on the *** Loveseat was denied for the same exclusion of failure or loosening of threads and splitting seams.

  Claim T327854 (filed October 2024): Multiple stains on the *** Loveseat were denied due to general soiling and wear and tear, which again is excluded from the plan's coverage.

  Additionally, our records indicate that the full Terms and Conditions were mailed to the customer back in March 2020, to the address provided at the time of sale. We understand that some of these exclusions may not have been fully clear, and we apologize for any inconvenience caused.

  If the customer would like to cancel the Protection Plan, you can do so at any time. As stated in the Terms and Conditions, if you cancel the plan after the first 30 days of purchase, you are entitled to a pro-rata refund of the purchase price of the plan based on the elapsed time, less any claims that have been paid. We ask that the customer please contact us to initiate the cancellation process.

  Additionally, if you the customer would like, we can recommend alternative repair options outside of the Protection Plan, including parts or a technician, at an out-of-pocket cost to them. Should the customer wish to explore these options, we ask that they please let us know, and we will be happy to assist.

  We hope this provides clarity to the customer regarding the outcome of their claims and the available options. Should the customer have any further questions, require assistance with the cancellation, or wish to discuss repair alternatives, we ask that they please reach out to us.

  Customer response

  10/24/2024

   
  Complaint: 22459937
  
  I am rejecting this response because: back in 2021 I was provided with replacement of seat cover. The company is denying the claims so they don't have to replace or fix. The damage was accidental and resulted in seam separation. Accidental damage is covered in my plan but they are trying to rule it as seam separation so they don't have to do anything about it meaning you scammed me out of my money. So technically what your saying is if a child tears it anywhere else but the seams it's covered? I asked clear questions when my plan was purchased and I was told it would be covered. An the stains. The company is denying saying it's a buildup. I've kept couch covers on my furniture. These stains just happened and were accidental but again it's being denied because they just take people's money and try to list coverage by exclusions so that they single each other out. It's no fair and it is by far a scam! They also never attempted to contact me so that is a lie.
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/25/2024

  We thank the customer for reaching out to clarify their concerns regarding the protection plan coverage. We would like to address the questions raised about seam separation and stains, referencing the specific terms of the plan.

  Seam Separation Coverage: According to the Protection Plans terms, seam separation is not listed under Covered Damages. The plan excludes coverage for failure or loosening of threads or splitting of seams. If assistance was previously provided for **** issues, it may have been offered by the retailer as a one-time courtesy or under the initial one-year manufacturers warranty, which is separate from this current protection plan.

  Stain Coverage: The plan does include coverage for most stains resulting from a single accidental incident. However, it does not cover gradual buildup, general soiling, or stains from prolonged exposure, as these are considered wear and tear or gradual accumulation per the plan's exclusions. Even with protective covers, any damage categorized as buildup or ongoing use-related is not eligible under accidental coverage provisions. "General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan."

  Repair Options: While seam separation is not covered, we can provide options for repair outside of the protection plan, including technician services or replacement parts for an out-of-pocket cost to the customer. We ask that the customer please contact us if they would like to further discuss the details on these options.

  Voicemail Confirmation: Our records indicate that our Special Services Manager left a detailed 2-minute voicemail on October 23, 2024, at the phone number associated with the customer's account. We apologize if this message was not received. Today, we will also email the details to the email on file. Additionally, the customer is welcome to reach out to our Consumer Advocate Team for further assistance.

  We hope this explanation addresses the customers' concerns and provides clarity on the Protection Plan coverage. Should the customer have further questions, we ask they please do not hesitate to reach out to us.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I purchased a 5 year warranty from ****** furniture when I bought my couch 1.18.22 The warranty covers holes, rips, pet stains, etc etc. In January 2024, I put in a claim because a pair of scissors had gone through the couch, leaving a hole. The warranty company, Platinum Warranty Services, rejected my claim stating it was a seam separation and thats not covered. I wrote to them again saying it was a hole, not a separation, and they stated because it was close to the seam, it was not covered. I called ****** furniture to complain, but they stated they have since changed warranty companies and cannot help other than transferring me to the warranty company again. I let it go. Fast forward to May 2024, when my dog had an accident on the couch. Again, pet stains are covered. I have a pet cam in my house that captured him in the act, urinating on the arm, back, and into the side of the couch. I started another claim, this time it was denied again, and I received a response that pet incontinence/ reoccurring stains is not covered. My dog had ONE accident. I complained to Platinum again, and they said a manager would be in contact. I have not heard anything. I have tried to fix the couch myself, the hole continues to split open, and the stain from urine has seeped so far into the couch and backing it is impossible to clean. I would like them to stand by their warranty and replace the couch.

  

  Business response

  10/16/2024

  Our Special Services attempted to contact the customer today to the number on file however we were only able to leave the customer a detailed voicemail requesting a call back. We ask that the customer please call back and request to speak with our Consumer Advocate Department should they have any additional questions or concerns related to coverage and the reasons that their claims were deemed non-serviceable under the Terms and conditions of the Protection Plan.

  We sincerely apologize for the inconvenience may have experienced regarding their warranty claims for the Sectional purchased on 1/18/2022 under the 5-Year Furniture Protection Plan. Upon reviewing the details of the customers claims and the terms of the protection plan, we would like to address the points raised in the customers complaint.

  Regarding the Hole in the Couch (January 2024 Claim):

  The terms of the protection plan specify coverage for rips, tears, or punctures, as outlined in the "Covered Damages" section. However, as the customers claim was identified as seam separation and not a tear or puncture, it falls under the exclusions listed in the plan. The plan explicitly excludes "Failure or loosening of threads or splitting of seams" from coverage. While we understand the distinction may be subtle, this exclusion applies in cases where damage occurs near or along seams.

  Regarding the Pet Stain (May 2024 Claims):

  Upon further review of claim number T311252 filed on 5/20/2024, we noted that the customer mentioned in the damage note section that their dog "has started a treatment with steroids, experienced a side effect of uncontrollable bladder. I have a pic of him on house cam peeing all over armrest, side, and back cushion of the couch. Unable to clean." While we understand the frustration this has caused, we must point out that, per the plan's exclusions, damage caused by medical conditions, including those related to medication side effects such as incontinence, is not covered.

  Additionally, we understand that under claim number T312068 filed on 5/28/2024, the customers dog had an isolated accident. However, since the affected areas (armrest, side, and back cushion) were previously damaged and reported under claim T311252, and the dog continued to urinate in the same spots, this new damage is considered related to the original issue and not a new incident. According to the plan, reoccurring damage, even if caused by different instances, is excluded from coverage. Therefore, both claims cannot be approved under the terms of the warranty.

  Under the Terms and Conditions (Exclusions/Not Covered):

  - Failure or loosening of threads or splitting of seams.

  - Damage or stains from bodily fluid that build-up over time and/or that are caused by incontinence or other medical condition(s) (other than human or pet body fluid stains that are attributable to a single incident).

  - Stains or damage from acid, bleach, caustic solutions, nail polish remover, mildew, mold, or reoccurring damage as a result of lifestyles even if otherwise covered by this Plan.

  What we can do at this time is provide the customer with alternative repair options outside of the Protection Plan, meaning we can recommend/suggest parts and or a technician to the customer for an out-pocket cost to them.

  Customer response

  10/16/2024

   
  Complaint: 22426136
  
  I am rejecting this response because:

  1.  A pair of scissors cut the couch. I understand this may be near where a seam is located, however I did not submit the claim choosing “seam separation” I chose hole/puncture because that is what caused the holes. I do find it acceptable to say because of where the holes were, it’s not covered. 
  2. Yes, my dog was on a short term med. My dog, one time and only one time, urinated on the couch. I resubmitted the claim after speaking with a person from the Warranty company who stated I should do so, and that I should say it was a one time incident. That is exactly what I did, i did not make a claim stating the dog had urinated again in the same areas. It was a one time occurrence pet stain that was unable to be cleaned due to where it was on the couch.  That is because the backing/side arms cannot be removed nor can the fabric covering them to be properly cleaned. The warranty covers one time pet stains, I still am not understand how this incident is not covered. 
  

  I feel this company has done everything in its power to make sure I am unable to get successful claims. I paid for a 5 year warranty for the peace of mind that when things happen, I am covered. Two things, accidentally having scissors puncture 2 holes, and a dog who had one accident - both of which are very simple and clear claims covered under warranty, have been rejected. 
  Thank you. 
  
  Sincerely,
  
  Kristy Saravitz

  

  Business response

  10/16/2024

  We thank the customer for sharing their concerns with us. We completely understand how frustrating this situation has been, and we sincerely apologize if our previous explanation caused any confusion. Our goal is to provide clear communication and support, and we appreciate the opportunity to address the points that the customer has raised.

  Regarding the Couch Damage (January 2024 Claim):
  We understand that the damage was caused by a pair of scissors, and we can see why it would feel unfair for this claim to be categorized under seam separation. After reviewing the images that the customer provided, we can confirm that the damage is indeed located along the seam. Unfortunately, this is the key reason the claim falls under the exclusion for seam-related issues. The Protection Plan explicitly excludes damage resulting from "Failure or loosening of threads or splitting of seams," regardless of the original cause of the puncture. We fully acknowledge that you did not select “seam separation” when submitting your claim, and we regret the frustration this decision has caused.

  Regarding the Pet Stain (May 2024 Claim):
  We absolutely understand that the customers dog accident was a one-time occurrence and that the placement of the stain made it impossible to clean effectively. We also understand that that the customer followed the guidance provided by the warranty representative to resubmit their claim. Unfortunately, the exclusion related to this claim concerns the medical condition involved in the accident, which, even though temporary, falls under the clause for "damage caused by medical conditions, including side effects from medications." The Protection Plan excludes damage related to incontinence or medical conditions, which is why the claim was deemed ineligible for coverage.

  We fully acknowledge the difficulties that the customer has faced, and we understand how this experience may has left the customer feeling that their claims should have been covered given their nature. The intention of the 5-Year Furniture Protection Plan is to provide peace of mind, and we sincerely regret that the customers experience has not reflected that.

  Although we are unable to approve these claims under the terms of the warranty, we want to ensure that we still support the customer in finding a solution. We would be happy to assist the customer with recommendations for repair services outside of the Protection Plan, including suggesting technicians or parts at their convenience, should the customer wish to explore these options.

  Once again, we apologize for the inconvenience and appreciate the customers patience as we work to resolve this matter to the best of our ability. If the customer has any further questions or would like more details, we ask that they please not hesitate to reach out to our Consumer Advocate Department.

  Customer response

  10/16/2024

  I am reading the response from the warranty company, how they are basically saying their warranty doesn’t cover my claims even though they should cover my claims. Ex- scissors cutting a hole, which is covered, but because of WHERE they cut the hole, it’s not covered. I am not satisfied with this response and it seems like fraud to me that I even paid for the warranty. Is there anything more I can do against this company? Thank you 

  Customer response

  10/17/2024

   
  Complaint: 22426136
  
  I am rejecting this response because:
  It is not adding up that you understand why I could see why both my claims would be covered (because they should be), but that you will not cover them.  The location of where a hole is, and my dogs medical history instead of just accepting that I filed a pet stain claim for my dog urinating on the couch one time - a covered claim. Your solution is to give me names of businesses that I can pay out of my own pocket to come repair the couch that I paid a warranty on to not have to do that. No thank you. 
  Sincerely,
  
  Kristy Saravitz

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an adjustable bed less than 2 years ago from ****** Furniture in ********, **. The salesperson encouraged me to purchase an additional coverage plan for such a large purchase. The bed broke approximate 4 weeks ago while we were sleeping. I contacted 5 ************ powered by RAP. I filed an online claim. Their effort to respond is one call with no voice mail then wait until I call back. This took over 3 weeks for them to deny my claim and inform me to contact the manufacturer to use my warranty.

  

  Business response

  10/14/2024

  We thank the customer for reaching out to us regarding their adjustable bed purchased from ****** Furniture. We understand how frustrating it must have been to experience this issue, especially during such an unexpected moment.

  We attempted to contact the customer today to the number on file however we were only able to leave the customer a detailed voicemail requesting a call back

  After reviewing the technicians report, it has been confirmed that the leg of the adjustable bed frame is broken. Unfortunately, under the Terms and Conditions of the Protection Plan, "structural damages of any kind, including breaks, bends, or damages to the frame or internal structure" are not covered.

  However, we do value our customers satisfaction and want to offer further assistance. Although this specific issue is not covered under the Protection Plan, we can suggest alternative repair options, including parts replacement or a technician's visit, at an out-of-pocket expense. Should the customer wish to proceed, please let us know, and we would be happy to provide the details and guide you through the process.

  We appreciate the customers understanding and look forward to helping resolve this issue in the best possible way.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two protection plans for different pieces of furniture through two separate businesses that contract the protection plan to RAP, who then sub contract through 5starservices. I have submitted two claims, one for each piece of furniture, for damage/issues with the furniture that falls within the guidelines of their warranty coverage but they denied both claims by telling me that the damage is normal wear and tear and cannot be contributed to a single event. I have tried calling them and explained that the damage to each piece of furniture is from a single event but they want me to pay to have someone come to the house to settle dispute. I will not give them anymore money and they are a scam. I properly filed a claim promptly, provided the necessary description of events as well as provided photos, and they just deny my claim arbitrarily. This is unacceptable and they should honor their warranty policy and do the work I paid extra for to protect my purchases.

  

  Business response

  10/03/2024

  We understand the customers frustration and would like to clarify the reasons for the decision in accordance with the terms of the Protection Plan that the customer purchased.

  Based on our records it shows that the customer filed two separate claims:
  1. Claim T325327: For stains on a sectional and ottoman caused by your dog becoming ill.
  2. Claim T294337: For multiple areas on the surface of a dining room table where the finish is peeling, chipping, or flaking off.

  Claim T323327: Sectional and Ottoman - As previously explained, while the customers' dogs illness led to multiple instances of staining, the plan distinguishes between damage from a single incident and multiple incidents over time. The stains were caused by multiple occurrences of defecation and regurgitation, and although discovered at one time, they are classified as gradual buildup over time. This type of damage falls under the category of normal wear and tear, which is excluded from coverage under the Protection Plan. The plan specifically covers damage resulting from a single, identifiable event. For example, if a single spill or an accident causes damage that is reported promptly, that would be considered a single incident and is eligible for coverage. However, damage or stains that accumulate over timeeven if they happen during one event spread over minutes, hours, days, or monthsare treated differently. Damage from multiple small incidents or a buildup of stains across a period of time does not fall under the definition of a "single incident." As outlined in the terms, normal wear and tear, including gradual buildup, dirt, body oils, or repeated exposures, is not covered. This is defined as damage that "cannot be attributed to a single incident". Although it might feel like one overall event, if the damage occurred in multiple instances over a period time, it would be considered wear and tear rather than a single, isolated incident.

  Under the Terms and Conditions: This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan.

  Claim T294337: Dining Room Table - In the case of your dining room table, the images you provided show peeling, chipping, and flaking across multiple areas of the table's surface. According to your report, some of this damage occurred when a tote storage bag or bin was placed and slid across the table. Under the terms and conditions of the plan, it is important to note that routine care and proper use of the furniture are your responsibility. The plan explicitly excludes damage resulting from actions that are not part of proper care and maintenance. Sliding heavy objects, such as a tote storage bag or storage bin, across the surface of the table is not considered appropriate use or routine care. Such actions may cause friction and stress to the finish, leading to peeling or chipping, which is excluded under the plan as well. Additionally, the plan does not cover normal wear and tear, including gradual degradation or damage caused by improper use, such as dragging objects across the surface. Unfortunately, the damage that the customer reported on the dining room table is consistent with this type of excluded damage, which is why this claim was denied.

  Under the Terms and Conditions: General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan. Damage or stains caused by acts of God, fire, water, windstorm, hail, earthquake, exposure to the sun or other heat source, exposure to the cold, theft, negligence, riot, or any other peril. Claims arising from any failure to follow manufacturer use, care, or storage instructions.

  If the customer would like we can recommend/suggest alternative repair options outside of the Service Agreement for an out-of-pocket expense which would be parts and or a technician.

  Customer response

  10/04/2024

  Good Morning,
  I want to start off by saying that I was contacted yesterday, 10/3/24, at approximately 1750 hours, by a female representative from Risk Assurance Partners, LLC.  She immediately informed me that the phone call was being recorded and I would like them to send you a copy of the recording for review; she declined sending me a copy stating that was against their policy but would comply with BBB request.  We began discussing the claims I submitted and first talked about the claim regarding pet fluids on the couch.  She requested further explanation of the incident,and I told her that I came home from work to find that my dog had defecated and vomited all over the entire couch.  I explained that I did not use cleaning products but wiped up the mess and took photos after everything dried, resulting in staining that she attributed to buildup over time.  We then argued back and forth about this being a single incident and she lectured me on how I should not have left my dog home alone and that it was multiple events that accumulated over time.  I strongly disagreed with her and said that my dog becoming ill was a single event/incident, that I reported it within the timeframe required by the protection policy, and that the plan covers pet fluid/stain exactly like the one I reported. The representative then provided a personal story that she has a 215-pound bully that couldnt even get sick like that and no dog could unless it was ********.  She also said it was not normal for a dog to get sick in multiple areas and based that off her personal experience as a dog owner, not her professional experience as a protection plan reviewer.  We continued to argue about this incident and she kept stating that she understood my feelings and informed me they were going to deny the claim based on accumulation of stains.  I explained to her that the claim is not based on my feelings, rather just facts of an incident that occurred, and that her personal experience as a dog detective does not justify the denial of my claim.  Her response to the BBB listed under the Terms and Conditions section, states This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  I have been nothing short of responsible for my furniture and I dont disagree that routine care and maintenance is up to me, however, this incident that I submitted the claim for is the sole reason I purchased the protection plan;to provide myself with extra protection outside of normal events which includes my dog becoming ill. 
  We then moved on to discuss the dining room table claim.  Once again, she asked for more information and I explained that after Christmas, I had a storage tote on top of the dining room table with Christmas gifts/decorations, and I slid the tote across the table which caused the finish to chip/peel in multiple areas along the path of the slide.  The slide marks are clearly visible in photos 4 & 5 that she provided to BBB.  She once again cited that routine care and proper use of the furniture are your responsibility and said that a dining room table can only be used as that, and I should not have put anything else on top of the table.  Her personal opinion is not a valid reason for denying my claim nor is the response that this was a result of lack of routine care.  Furthermore,her response to the BBB listed under the Terms and Conditions section, states General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan. Damage or stains caused by acts of God, fire, water, windstorm, hail, earthquake, exposure to the sun or other heat source, exposure to the cold, theft, negligence, riot, or any other peril. Claims arising from any failure to follow manufacturer use,care, or storage instructions.  None of the excluded damage listed under the Terms and Conditions encompass the damage listed in my claim.  I am well aware of the uses of a dining room table and did not need her sarcasm as to what a dining room table should be used for.  This is a large wooden top table that should be no issue for a plastic tote bin.  Regardless of the reason I provided that caused the damage, Risk Assurance would have found a reason to deny the claim.  If I said it was the result of a vase with flowers, would that not be an appropriate use of the table as well? 
  Risk Assurance is simply denying my claims based on the catch all of normal wear and tear and/or routine care and maintenance and the fact they dont want to honor and pay for repairs. Short of calling me a liar, she said that it was not possible for my dog to get sick the way it did based on her personal experience and that it was not normal.  She also said that the damage from the tote bin was not appropriate and I asked whether she ever put anything on a dining room table other than plates, pots/pans,silverware, and she refused to answer my question.  Risk Assurance took my money for the protection plan and will not provide the service they guaranteed under the protection plan.  This is the textbook definition of theft; I paid for a good/service with the intent to receive that service and Risk Assurance is not providing the service paid for.  At the end of the phone call, I asked to terminate my protection plan contract and she said they would gladly do that at a prorated rate.  She advised me that I would be contacted in the upcoming days with what that amount would be, and I would be given the option at that time to terminate or keep the contract.
  

  Customer response

  10/04/2024

   
  Complaint: 22355251
  
  I am rejecting this response because:

  
  Good Morning,
  I want to start off by saying that I was contacted yesterday, 10/3/24, at approximately 1750 hours, by a female representative from Risk Assurance Partners, LLC.  She immediately informed me that the phone call was being recorded and I would like them to send you a copy of the recording for review; she declined sending me a copy stating that was against their policy but would comply with BBB request.  We began discussing the claims I submitted and first talked about the claim regarding pet fluids on the couch.  She requested further explanation of the incident,and I told her that I came home from work to find that my dog had defecated and vomited all over the entire couch.  I explained that I did not use cleaning products but wiped up the mess and took photos after everything dried, resulting in staining that she attributed to buildup over time.  We then argued back and forth about this being a single incident and she lectured me on how I should not have left my dog home alone and that it was multiple events that accumulated over time.  I strongly disagreed with her and said that my dog becoming ill was a single event/incident, that I reported it within the timeframe required by the protection policy, and that the plan covers pet fluid/stain exactly like the one I reported. The representative then provided a personal story that she has a 215-pound bully that couldnt even get sick like that and no dog could unless it was ********.  She also said it was not normal for a dog to get sick in multiple areas and based that off her personal experience as a dog owner, not her professional experience as a protection plan reviewer.  We continued to argue about this incident and she kept stating that she understood my feelings and informed me they were going to deny the claim based on accumulation of stains.  I explained to her that the claim is not based on my feelings, rather just facts of an incident that occurred, and that her personal experience as a dog detective does not justify the denial of my claim.  Her response to the BBB listed under the Terms and Conditions section, states This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  I have been nothing short of responsible for my furniture and I dont disagree that routine care and maintenance is up to me, however, this incident that I submitted the claim for is the sole reason I purchased the protection plan;to provide myself with extra protection outside of normal events which includes my dog becoming ill. 
  We then moved on to discuss the dining room table claim.  Once again, she asked for more information and I explained that after Christmas, I had a storage tote on top of the dining room table with Christmas gifts/decorations, and I slid the tote across the table which caused the finish to chip/peel in multiple areas along the path of the slide.  The slide marks are clearly visible in photos 4 & 5 that she provided to BBB.  She once again cited that routine care and proper use of the furniture are your responsibility and said that a dining room table can only be used as that, and I should not have put anything else on top of the table.  Her personal opinion is not a valid reason for denying my claim nor is the response that this was a result of lack of routine care.  Furthermore,her response to the BBB listed under the Terms and Conditions section, states General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan. Damage or stains caused by acts of God, fire, water, windstorm, hail, earthquake, exposure to the sun or other heat source, exposure to the cold, theft, negligence, riot, or any other peril. Claims arising from any failure to follow manufacturer use,care, or storage instructions.  None of the excluded damage listed under the Terms and Conditions encompass the damage listed in my claim.  I am well aware of the uses of a dining room table and did not need her sarcasm as to what a dining room table should be used for.  This is a large wooden top table that should be no issue for a plastic tote bin.  Regardless of the reason I provided that caused the damage, Risk Assurance would have found a reason to deny the claim.  If I said it was the result of a vase with flowers, would that not be an appropriate use of the table as well? 
  Risk Assurance is simply denying my claims based on the catch all of normal wear and tear and/or routine care and maintenance and the fact they dont want to honor and pay for repairs. Short of calling me a liar, she said that it was not possible for my dog to get sick the way it did based on her personal experience and that it was not normal.  She also said that the damage from the tote bin was not appropriate and I asked whether she ever put anything on a dining room table other than plates, pots/pans,silverware, and she refused to answer my question.  Risk Assurance took my money for the protection plan and will not provide the service they guaranteed under the protection plan.  This is the textbook definition of theft; I paid for a good/service with the intent to receive that service and Risk Assurance is not providing the service paid for.  At the end of the phone call, I asked to terminate my protection plan contract and she said they would gladly do that at a prorated rate.  She advised me that I would be contacted in the upcoming days with what that amount would be, and I would be given the option at that time to terminate or keep the contract.
  
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/07/2024

  We understand the customers frustration regarding the denial of both of their claims, and we value the opportunity to address the customers concerns in alignment with the terms and conditions of the Protection Plan they purchased.

  Regarding Claim T325327 (Sectional and Ottoman):
  We sympathize with the situation involving the customers pet illness. Based on the details of the event the customer provided, the Protection Plan distinguishes between damage from a single, identifiable incident and damage caused by multiple occurrences over time. While the dog's illness may have led to staining in several areas of the customers furniture, the plan does not cover damage classified as normal wear and tear or stains that accumulate gradually. This includes multiple instances of defecation or regurgitation, even if they occurred within a short time frame.

  As outlined in the Protection Plan, damage that cannot be attributed to a single incident is considered normal wear and tear, which is not covered. This is clearly stated under the plans exclusion of general soiling, which includes the gradual buildup of dirt, dust, body oils, or similar substances. Therefore, while we empathize with the customers situation, the claim is not eligible for coverage based on the plan's conditions. The plan covers only specific, single-incident damages that are reported within the stipulated timeframe.

  Regarding Claim T294337 (Dining Room Table):
  The damage to the customers dining room table is classified as stemming from improper use, specifically when the tote bag or bin was dragged across the surface, causing peeling and chipping of the finish. The Protection Plan clearly states that routine care and maintenance are the responsibility of the customer, and damages resulting from improper use, such as dragging heavy objects across the surface, are excluded. While we understand the customers frustration, this type of damage falls under the exclusions mentioned in the plan for improper care and general wear and tear.

  We regret that any part of the interaction left the customer feeling dismissed or unheard. While the representative's personal experience was shared in an attempt to explain the basis of the decision and to acknowledge all questions that the customer made to the manager they spoke with, we acknowledge that personal anecdotes may not always provide clarity in professional matters. We sincerely apologize if this detracted from the professional nature of the conversation or if the customer felt as if the final outcome was made based on the managers personal experiences which was not the case. All claim determinations are based solely on the Plain context of the Terms and Conditions of the Protection Plan. 
  
  In both claims, we must adhere to the terms and exclusions of the Protection Plan, which is designed to cover only specific types of damage. We understand that this outcome is disappointing, but it is our responsibility to apply the terms of the plan consistently to all customers.

  We would be happy to explore alternative repair options outside of the Service Agreement at an out-of-pocket cost. If the customer wishes to discuss this further, we ask that they please reach out to us at their earliest convenience. Other the customer is scheduled to receive a call back from our cancellation department to discuss the Pro-rated refund amount and confirm if the customer would like to cancel or not.

  Customer response

  10/07/2024

   
  Complaint: 22355251
  
  I am rejecting this response because:
  
  Risk assurance is finding any way to not honor their warranty and I disagree with their response/conclusion.  Both of my claims were the result of a single incident, period. They have changed the reasoning for denying the claim with the dining room table multiple times. Initially, their denial was because they did not believe the defects could have been caused by a single incident  and was an accumulation of events. When I was more specific, their denial reason changed to normal wear and tear.  HONOR YOUR POLICY. I paid for a service to be completed by RAP and they are non negotiable and have offered only a solution of out of pocket expenses at my cost.  Why would I pay any more money to RAP or any other company associated with *** when they stole my money to begin with? The best solution here would be to cut ties and reimburse me for the total cost of both my warranty policies.
  

  Im also still waiting for that phone call to cancel my policy with RAP.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a ticket to have my table serviced. They would not send out a technician, but only offered to replace the entire table. My table does not need replacing, as it is barely scratched. I simply wanted a tech to come and stain it, like they did four months prior to that when I submitted a ticket for the same "type" of damage. I tried to cancel the claim, and they said they would but that it would cancel my entire warranty. I requested to have a technician just sent out, and they refused. I offered to send in clearer better pictures, and they would not accept them. Called back three times to see if there was any way we could rectify the situation, and they would not work with me at all.

  

  Business response

  09/09/2024

  We thank the customer for making us aware regarding of their recent experience. We apologize for any frustration this situation may have caused. We would like to provide some clarity on the current resolution options and the circumstances surrounding them.

  Based on the technicians report, it was confirmed that while the scratches on the customers table can be repaired, the dents cannot be addressed. Given this, our standard procedure for situations where partial repair is not feasible is to offer a full replacement credit. However, we understand that the customer prefers to have the scratches repaired without replacing the entire table.

  Heres a summary of the current situation:

  Repair vs. Replacement: We acknowledge that you are seeking a repair similar to what was done previously. The technician has confirmed that while the scratches can be repaired, the dents cannot. Our replacement offer is designed to address the full scope of damage, including the dents, which the repair alone would not resolve.

  Protection Plan Concerns: If you opt for a full replacement credit, it will indeed void your existing Protection Plan. We understand this is a concern for you, as it affects your coverage for future issues.

  Additional Costs: We recognize your concern about potential additional fees, such as delivery fees and taxes, associated with a replacement.

  Future Repairs: Should the customer choose to only repair the scratches and later wish to address the dents, please note that those damages might be considered out of time for the Protection Plan, as per the Terms and Conditions.

  We did attempt to contact the customer today using the number on file but were unable to reach them. To discuss this matter further and explore the best resolution, we ask that the customer please call us Monday through Friday from 9am to 5pm EST. and request to speak with the Special Services Manager.

  We are here to assist the customer and ensure that we reach a satisfactory resolution. Please let us know how you would like to proceed or if you have any further questions.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a wooden dining room table from **********************. When I made the purchase, I bought a warranty/insurance package through 5 Star Services. In the warranty plan they state they cover accidental spills that occur on wooden tables. I had an accidental spill of water that caused damage to my table. When I filed a claim they refused to honor the warranty. I explained that their warranty explicitly states accidental spills are covered, however they refuse to honor the services I paid for.

  

  Business response

  08/27/2024

  The Special Services Manager has reached out to the customer as of today.

  We thank the customer for bringing their concerns to our attention and for their patience throughout the claims process. We understand how important the dining room table is to the customer, and we want to address the customer concerns fully, but when the customer filed their claim they originally selected that the Table had damages in three to four areas. This is why the claim was deemed non-serviceable under the Terms and Conditions of the Protection Plan, because: General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan.

  However, after the claim was escalated to our Consumer Advocate Manager and she reviewed the customers claim, including the full-view image of the Table that she requested from the customer, it was determined that while there were multiple areas of bubbling on the table, the specific damage that the customer initially reported was in one specific area and it was listed as covered under The Protection Plan. Based on the ****************************** review we determined that the item and damage qualified for service and we moved forward with the customers claim and have honored a full replacement credit, once again strictly based on the coverage related to the damage the customer initially reported. The customer was made aware that we would be moving forward with coverage but after the customer was made aware of the amount the full replacement credit was that we were releasing that customer became upset and did not agree with the amount because the Table has gone up in price. However, we are only liable to release a full replacement credit only for the retail cost of an item at the time of sale not including any taxes and or delivery fees but the customer still does not agree with the process even though it is written out in the Terms and Conditions of the policy.

  Under the Terms and Conditions: If the stain or damaged part or area cannot be repaired or replaced, or if a part is not available, We will issue a store credit equal to the retail purchase price (excluding taxes and fees) of the damaged Item. You may use this store credit to select a replacement Item at a price equal to or less than that of the damaged Item. We will not replace or otherwise service matching Items that are not damaged and covered under this Plan.

  Customer response

  09/06/2024

   
  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.
  
  Sincerely,
  
  ************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Agents from 5starservice were extremely unhelpful to resolve issues. telling me nobody is going to tell me anything differently when i asked to speak someone higher up, just very poor customer service. i have an open claim that when i previously spoke with an agent about sending your cleaning technician out if that didnt work they will go through with the next steps in the process. the technician was not able to remove ANY stains. the tech did tell me he would recommend they send new casings due to the extent of the damages. my claim was was from incidents that occurred on the same night of 7/29/24. my dog was sick and threw up and soiled couch in multiple places. in your protection plan pet bodily fluids is said to be covered if reported within 30 days. it was reported the next day. that is all said to be covered in your plan. im not sure why after my claim was opened by one of the agents and sent the cleaning tech here it is being denied now again because he was unable to get it out. they are denying it because they are saying it is a gradual accrual of damages when it is all from the same night. he did it on multiple places. ****** furniture pushed this plan on me saying it is great and they will replace if my pet had an accidents. this is very upsetting as i paid a lot of money to have this coverage.

  

  Business response

  08/21/2024

  We thank the customer for providing additional details about their experience but based on the information the customer shared, it appears that the damages/stains occurred over the course of a certain amount of time as the customer did advise that their pet sleeps on the furniture and after the customer went to bed they woke up the next day to find multiple stains throughout the Sectional and Ottoman from their pet, urine and throw-up. This was all confirmed by management when the Special Services Manager reached out to speak with the customer.

  We understand that it was an unfortunate event that the customers pet fell ill, but this would be multiple incidents involving urine and throw-up, resulting in stains throughout the entire sectional and ottoman. While these incidents happened on the same night, they resulted in multiple stains, which, according to the specific verbiage in our Protection Plans terms and conditions, we must classify as multiple incidents rather than a single occurrence. Regrettably, this classification means we are unable to proceed with coverage under the current terms of the customer's plan.

  We also want to acknowledge the customers concerns regarding the service she received, and we want to apologize for any unhelpfulness or poor customer service the customer encountered when dealing with our team, but the customer was communicated with management when she made the request. The Special Services Manager who attempted to explain the coverage to the customer on 8/13/2024 and the reason for why under the Terms and conditions of the Protection Plan we would not be able to proceed with coverage, but the customer was just adamant that this should be covered.

  Regarding the customers claim, we understand the customers frustration with the process. When the cleaning technician was unable to remove the stains, and recommended new casings (anytime a service technician is unable to service they always make recommends for repair whether or not that damage falls under coverage), the service technician should have explained to the customer that he would not be able to service due to the accumulation/buildup of stains not attributed to a single incident but that he would file a report and send it in to us and for her to please reach out to the *********************** directly to discuss the matter further. This should have been more clearly communicated to the customer by the Service Technician. However, based on the terms of the Protection Plan, the damage from multiple incidents during one event does not qualify for coverage.

  Based on the Terms and Conditions: This Plan does not eliminate the need for routine care and maintenance of the covered Items and such care and maintenance is solely Your responsibility.  General soiling and wear and tear (defined as a gradual buildup or accumulation of dirt, dust, body oils, perspiration, and damage that cannot be attributed to a single incident) are not covered under this Plan

  The customer did request to possibly cancel the Protection Plan for a prorated amount when she spoke with the Special Services Manager on 8/13/2024, The customer stated that she would like to know how much her refund amount would be before confirming with us if she wanted to proceed with the cancelation or not. Based on this customer request in reference to the cancellation prorated amount we have made attempts to contact the customer twice, on 8/15/2024 and again on 8/20/2024, to inform her of the refund amount she would receive if she chose to cancel the Protection Plan. If the customer would like to know what the cancellation amount would be, we ask that the customer please contact to let us to discuss that information and to verbally confirm with her if she wants to proceed with cancelling the Protection Plan or not. Another option would be to recommend to the customer Alternative repair options outside of the Protection Plan, which would be parts and or a technician for an out-of-pocket expense.

  Once again, we apologize to the customer for any inconvenience and any distress this situation has caused. We hope to hear back from the customer soon.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $10,000 leather sofa from *******'s Furniture. After being provided with a flyer for the platinum ultra protection plan, we sprung for the other $600+ to cover the furniture. One of the seats seems to have failing springs in it. The furniture is only 2 years old. I contacted the claims department and was provided with a different flyer than the one I had that doesn't show coverage for "breaking of mechanism" as ours does. They said I need to follow the terms and conditions that they provided. My issue is that their flyer is different than the one I have and therefore, not the same terms and conditions apply. They told me that I am "choosing to not understand" what they are saying and that they absolutely will not be covering it.

  Customer response

  08/06/2024

  I have been contacted by both the furniture store (who I am NOT complaining about) and the company I have filed the claim on.  The issue is being dealt with by the furniture store at this point.  The coverage on my plan does not cover the problem we are having, so in that regard, my complaint can be closed.  However, I do still have a complaint with how the rep handled the request for service.  After speaking with the manager of the insurance claim company, they apologized on behalf of the claim representative. Therefore, this complaint can be closed.  Thank you!

  

  Business response

  08/07/2024

  The Special Services Manager contacted the customer after reviewing the customers claim and the details provided in this formal complaint, we were able to determine that the issue with the failing springs on the customer furniture does not fall under the coverage of the protection plan the customer purchased. The customer referenced a flyer provided to them by the retailer at the time of purchase that stated mechs are covered however the actual Terms and Conditions of the Protection Plan that the customer purchased do not include coverage for "breaking of mechanism" such as failing springs.

  The protection plan specifically covers the following types of damage for upholstered vinyl and leather furniture:

  - Most stains (subject to exclusions)
  - Dye transfer
  - Burn or singe marks caused by brief contact with flame or heat
  - Rips, tears, or punctures
  - Failure of integral electrical components
  - Cracking & peeling of top grain leather

  Unfortunately, issues related to the structural integrity of the furniture, such as failing springs, are not included under these coverages. As stated within the Terms and Conditions of the Protection Plan under the exclusions section: "Structural or mechanical damage of any type unless specifically covered under the PLAN COVERAGE section of this Plan."

  We understand the customers concerns regarding discrepancies between the flyer the customer stated that they have versus the actual Terms and Conditions. However, the valid terms and conditions that apply to the customers protection plan are the ones provided by our claims department and these terms are part of the contractual agreement the customer entered into when purchasing the plan.

  Based on the Plan Terms and Conditions we did inform the customer that we cannot approve their claim for the failing springs, we were only able to make recommendations/suggestions for repair options outside of the Service Agreement, parts and or a technician for an out-of-pocket expense.

  However, the customer did advise our Special ******************** Manager that they did reach out to the retailer from which the furniture was purchased, and it was explained to them that failing springs were not covered through the Protection Plan but that the customer did have a manufacturer's ********************** on the springs through the retailer. The customer concluded that they were being assisted through the retailer and they no longer needed our assistance in this matter.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty to cover furniture purchased from ******. A bar stool I purchased has a broken cross member and I filed a claim only to be told this clearly unreasonable breakage wasnt covered under warranty. I understand that things like pet damage isnt covered but this isn't that. I simply want my new stool to be repaired.

  

  Business response

  08/02/2024

  The Special Services Manager reached out to the customer today discuss the claim and coverage.

  The customer explained that the chair rung broke due to a defect in the wood.

  It was explained to the customer that we do not supersede the Manufacturer's Warranty, and that this is a Service Agreement, therefore defects are not covered under the Protection Plan: "This Plan does NOT supersede or replace the manufacturers warranty for Item(s) covered under this Plan", "Manufacturers defects of any kind that cause rips, cuts, punctures, color loss, or other damage." and **************** flaws including but not limited to natural inconsistencies in finishes." are also not covered under the Plan.

  Based on the terms and conditions of the Furniture Protection Plan the customer purchased, certain exclusions apply to the coverage provided. Specifically, the plan covers breakage of frames, springs, and structural components, but explicitly excludes chair joint and chair rung breakage and loosening. Based on this, the broken cross member of the customers bar stool falls under the excluded items and is not covered by the warranty: "chair joint and chair rung breakage and loosening are excluded."

  We regret any inconvenience this may have caused and understand how disappointing this situation would be for the customer. To assist the customer further, we recommended alternative repair options to the customer outside of the Protection Plan.

  The terms and conditions were also resent to the customer and the Special ******************** Manager advised the customer to please review the terms and conditions and to reach back out to her with any questions or concerns.

*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. ↩