STAINSAFE WARRANTY Company has poor cust service and did not honor warranty, Internet

I purchased StainSafe Warranties from Levitz in Los Angeles California in 2003. In April 2003, I emailed a claim that included the discoloration of the dark leather, among other issues. By the way, I was told I could only EMAIL my claim and all transaction re: this or any claim would only be handled via email as that is the contractual agreement between Levitz and StainSafe.

I finally called StainSafe on 7/3/07 to say I haven't received a response to my claim. The person on the phone said my response was mailed on 5/3/07. (by the way, I never received this email and I thought I may have deleted it by mistake but it appears that this company is pretty consistent with saying they respond but don't considering, after doing some research on the internet about this company, there are various complaints from other consumers re: the same complaints - the company does not respond.) I asked the representative to tell me what the response was because I didn't receive the email. She said I would have to go on the internet to find out and gave me my claim number. I told her since she couldn't tell me what the outcome was then had to assume it wasn't favorable so I continued to ask what the appeal process is. She referred me to the website and said I would need to appeal via email. I told her I needed to talk to someone to find out exactly what I will need to include into my appeal because I was on the website while talking to her and there are no instructions.

She finally transferred me to someone else. The next rep told me I was denied. I asked what for. She said for multiple issues with each item. I told her I needed someone to review the claim again because not all items had multiple issues so someone misread the claim. She asked what the issues were and for each issue, i.e., discoloration of leather, she said the item wasn't covered under the warrantly. I became so frustrated, I told her I wanted to lodge a complaint and she said I would need to do this over the internet. The irony of it all!!!

Why does this continue to be allowed to happen??? Why do Levitz sales Associates continue to sell this product and lie to do it. I was told that this was the best warranty in the market because furniture pieces are replaced for "any reason" (I knew this was a stretch but believed that the message was it was a credible company that warrantied the items).

I did some checking and found that they have an unsatisfactory record with the Better Business Bureau for denying claims, poor customer service, and unresolved complaints.

Pat
santa ana, California
U.S.A.