• Report: #388688

Complaint Review: Art Van Furniture / Berkline Recliners

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  • Submitted: Thu, November 06, 2008
  • Updated: Sun, January 18, 2009

  • Reported By:Warren Michigan
Art Van Furniture / Berkline Recliners
6500 14 Mile Rd. Warren, Michigan U.S.A.

Art Van Furniture / Berkline Recliners Art Van Furniture/Berkline will not honor a warranty on poor workmanship Warren Michigan

*Author of original report: Art Van Service Stinks

*REBUTTAL Individual responds: Response from Art Van Furniture

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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!!!

Kristine
Warren, Michigan
U.S.A.

This report was posted on Ripoff Report on 11/06/2008 05:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Art-Van-Furniture-Berkline-Recliners/Warren-Michigan-48092/Art-Van-Furniture-Berkline-Recliners-Art-Van-FurnitureBerkline-will-not-honor-a-warrant-388688. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Art Van Service Stinks

AUTHOR: Make them do their jobs - (U.S.A.)

For one my recliner was not misused or abused... it may have needed to be cleaned because I also paid for the fabric protection and just like the last set of furniture I had from them and that didnt clean well either. I resent the fact that you imply I abused my recliner, why would I pay $500 dollars for a recliner to trash it??? Are you serious??? After speaking to people at Art Van and Berkline I was told that the back of the recliner either locks into place or requires to be bolted on....it DOES NOT lock in place and there are no bolts holding it on. It slides right off. From your own company I was told it either locks on or bolted in. If the glue comes apart from the wood am I to assume I am to blame?? I asked for a second opinion and Art Van told me NO and that I would have to pay to have it repaired. Your service man said there was wood all shattered inside the recliner, he never pointed anything out to me, he flipped the recliner forward lifted the fabric and within seconds said NOT COVERED and started clicking his camera phone, I also took pictures and emailed them to Art Van and no one has shown me where all this shattered wood is???? The only part of wood that came off was in the exact spot where you push back to recline the staples are still in the wood POOR WORKMANSHIP!!!! The minute I noticed the back of the recliner looked off I called for a service repair only to be told it was an old break...the only thing old on that recliner is the base of it...recycle much??
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#2 REBUTTAL Individual responds

Response from Art Van Furniture

AUTHOR: Art Van Furniture - (U.S.A.)

Art Van Furniture has been in business for nearly 50 years providing exceptional customer service and warranties that exceed the industry standards. We are in good standing with the Better Business Bureau and the Michigan State Attorney General's office.

Our five-year Complete Care warranty that Kristine is referring to offers a full five-year warranty including parts and labor for any manufacturer defects or problems with workmanship. After carefully reviewing Kristine's case with our Service Department and Corporate office, we regretfully can not cover her chair under our warranty because her chair is broken from misuse and not a manufacturer defect. The chair in question was broken from extreme force and not from a quality issue with the chair. It has also not been maintained in a manner in which we can safely repair the chair for Kristine.

We would be happy to assist Kristine with any questions or further help she may require in repairs or purchasing a new chair.
Sincerely,
Art Van Furniture
(586) 939-0800
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