The Room Store Refused to honor warranty Goodyear, Arizona

Back in January 2009 my Girlfriend bought a leather reclining couch and a matching recliner chair with the five year furniture protection and extended warranty plan from THE ROOM STORE. They were delivered on time with in a week. They both worked great and look great. The couch worked for all of three days the recliner would not close it went half way back in and made a clanking sound and would not close further. Due to the couch not closing the footrest would stick out half way and with both me and my girlfriend being disabled this made it impossible to get off the couch for me with out some one pushing on the bottom of the foot rest to hold it from flopping back out and my girlfriend has never been able to sit on the couch she purchased.

We called the room store and they said that they need to send out a tech to look at the couch next week. So here we were with a couch that we just got and cant use for two weeks. I could get on it but had a hard time getting off of it and my girlfriend could not get on or off of it. The tech showed up took pictures and said yep its defective the mechanicals need to be replaced and I cant do that we will need to get a new one. About a week later they arrived with a new couch. Two days later the same exact thing it would not close and we went through the same procedure again. Another couch showed up with in two weeks. This time the truck parked out front of the apartment complex and carried the couch the whole way to the apartment it looked fine and worked fine. Again with in three days it would not close from the reclined position. We called and they said ok we will send some one out to look at it like before. He showed up like a week later and same thing yep the mechanism is defective and needs replacing. He took a lot of pictures like before from under the couch and flipped it over and took pictures as well. Said we should hear some thing again in a week or two.

A month went by and nothing I called THE ROOM STORE and was told to call the service line. I did and was told I need to talk to the manager of customer service Tim Walters but he is out on the floor and will have to call you back. Two weeks later no call back I called Tim again got the same story he is out on floor and will call you back. Again two weeks later I called this time I got Tim and he said we arent going to replace the couch because you abused the couch and tampered with the couch voiding the warranty. I advised Tim that I am in a wheelchair and my girlfriend can hardly walk and that neither of us did any such thing. He said well you did and hung up on me. I have since called many times and he refuses to take my call and hangs up on me if he answers. We went to the store today and our account was flagged and to not honor the warranty. So here it is a thirteen months later and we have a couch that you can only sit on if you climb into it like a jungle gym but the recliner chair works to this day but only because my girlfriend refuses to use it.