In 2006 I purchased a sectional from Art Van Furniture and paid for the Complete Care Program which covers in their contract ( from furniture defects in materials and workmanship for 5 years from the date of delivery) Ihad the sectional for about 15 months and made made several service calls, one was the love seat it was sinking. a Art Van serviceman came out and said the wood on the front of the loveeat was busted the took the loveseat and repaired it, except that the wood was now higher than the springs the cushions sat on which caused the cushions to be deformed. then they brought out new cores for the cushions and the cores were smaller than then originals, not to mention they put new covers on them and which made part of the sectional look new and the rest not so new. they replaced the sores twice.
I then emailed Art Van Corporate and sent pictures with a message that I spent over $2000 in this and it look terrible, about 2 weeks later an Art Van manager called me to tell me I could pick out new furniture because what I had was discontinued and because I had the Complete Care Warranty. SO I did just that I went and picked out a new sofa and recliner.
It was then that I was infomed that the Complete Care Warranty would not carry over to my new furniture and I would have to pay for it again and I did. I bought a recliner which is a Berkline recliner I have had it for just 6 months and one of the support boards fell off witht he staples still in it, it is on the back support of the chair the par you push on to recline back.
An Art Van serviceman came today and flipped the recliner foward and within seconds says this is an old break it wont be covered. I told him I have only had the recliner for 6 months and as soon as the board fell off I called for service repair and that I had to reschedule once for today. He used his cell phone to take pictures of the recliner and about 10 minutes later an Art Van rep called and said that there serviceman had said there was shattered and broken wood all in the recliner, I told her I was looking at the chair and no there wasnt. (I also told her I know a service man that works for another furniture store and I would have him check it out and she told me it wouldnt matter because he doesnt work for them.) I was then told the serviceman said that the wood was broken with some force.
On top of that as I had the recliner turned over I noticed almost all of the nuts were gone from several bolts as I went to set the recliner back down I heard another nut fall off. Then I asked if the backrest was supposed to come off the Rep said all of them are different some slide in and lock and some have to be bolted, well mine doesnt lock and the holes where bolts perhaps belong are not there.
This evening I again was called by Shirley at Art Van telling me she sent the pictures I sent her and the ones the serviceman took to Berkline and they both agree that it is not a manufactures defect in workmanship and that Berkline would not fix it either. I asked if there was contact number for Berkline soI culd call myself and Shirley told me NO, basically they are telling me I abused my recliner and that I can pay to have them pick up the recliner for repair and pay for the repair. They kept saying about he broken wood, I told them stop with the broken wood there is NO BROKEN WOOD the piece fell off with the staples and glue still attached and that other parts that are glued and stapled the glue has seperated. I was ignored and asked if I wanted to have it repaired.
In my frusteration I said no I will drop the recliner off in the front of your store and hung up. I paid $99 for a 5 yrs COMPLETE CARE WARANTY and like I did last time and they honored it now they dont care. I paid for the Warranty twice within 2 years!!! I will never again shop at Art Van Furniture!!! or buy any Berkline products!!!