Complaints

This profile includes complaints for Furniture Care Protection, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Furniture Care Protection, Inc.

  5800 NW 135th St Oklahoma City, OK 73142-5938

  
• 

  Furniture Care Protection, Inc.

  609 Kelly AVE. Suite E-8 Edmond, OK 73003

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I supposedly bid on an auction with two pickin chicks. The transaction was in 1/24. They claim I bid on a lot of baby clothes and didn't pickup the items, and didn't pay $2.24, which is the total amount I supposedly owe. I just found out about the negative rating on HiBid, when I was trying to bid on an auction and the auctioneer wouldn't let me bid, because of the negative rating.
  If you could please get them to remove this rating, that would be great.

  

  Business Response

  Date: 06/25/2025

  This complaint it with an auction company, not Furniture Care Protection.

  
  Thanks,

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bar none the worst company ever. They will deny your claim. I can’t believe they are still in business. I bought this and had a stitching come undone and they flat out denied my claim. Leather couch is only 8 months old. ***** called and basically said we won’t cover it. No explanation no apologies. On their website it states they cover stitching. I want my money back for the Warranty I paid or will seek further action.

  

  Business Response

  Date: 06/25/2025

  I apologize for the confusion.  The stitching damage that the consumer reported is still covered under the manufacturer warranty.  I apologize we didn't explain that to the consumer.  I have reached out to the store and they will contact the consumer to address the issue.

   

  Thanks,

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty when buying furniture less than three years ago. We had an accidental rip/tear in the sofa. I submitted a claim. I was told the claim was denied because an explanation of the rip/tear was not provided when the claim was submitted; therefore, it was denied. I was never asked to provide an explanation for the rip/tear. I was told I cannot appeal the claim, and I cannot submit another claim.

  

  Business Response

  Date: 06/17/2025

  Consumer reported rip and pilling of the fabric. When the technician evaluated the product, it was determined not to be an rip but pilling of the fabric thru normal use.  Unfortunately, pilling is something that is not covered under our warranty.

   

  Thanks,

  

  Business Response

  Date: 06/25/2025

  From the pictures provided, this is not an accidental rip.  This pilling of the fabric from wear and tear and unfortunately, is not something that is covered under our warranty.

   

  Thanks,

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  this company keeps changing the reasoning for denying coverage. I also do not think one could determine with certainty that the rip in my sofa is not accidental based on pictures.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my local furniture store and purchased a dining room table set with 4 chairs in December 2021. When I was offered the Furniture Care Protection (FCP) 4-year warranty for $90, I was able to purchase the set with the confidence that I would have my Dining Table Set for at least 4 years.
  This past month, my 3rd chair broke within the joint of the chair despite regular adjustments, ensuring the legs were not loose, and using the furniture care products provided. The warranty states “Coverage Includes the Following Items from a Single Incident: …On Wood… Failure of assembled joints.” Additionally, it says, “If Consumer’s new furniture purchased together with FCP Protection Products, becomes accidentally stained or damaged as described above during normal residential use and Consumer cannot remove the stain or repair the damage using the Protection Products per the label instructions, FCP will, at its sole discretion, clean, repair or replace the affected portion or the complete item(s) with the same or similar item(s)…”
  I immediately called FCP and explained what happened. Per their instructions, I took 2 hours and gathered all pictures and requested documents and uploaded them to their site. Two days later, they called and said they would not cover any of the damages for even a single chair, which they could have concluded based on my call, but they waited for me to go out of my way to file a claim. They said it wouldn’t be covered because it was “aggregate” damage despite it being on separate pieces of furniture, each with a single occurrence.
  As such, Furniture Care Protection breached the contract that we mutually agreed upon by offering this service in conjunction with my furniture purchased and caused undue hardship by requiring me to submit a claim they knowingly were aware they would reject; in addition, this required me to follow-up and dispute the improper rejection of my claim.

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out.  We will contact the consumer and offer alternative options.

   

  Thanks,

  

  Business Response

  Date: 06/25/2025

  We sent the appropriate paperwork to the retailer on 6/11/2025.

   

  Thanks

  Customer Answer

  Date: 06/29/2025

  
  
  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.  FCP took the necessary steps to abide by our agreement and meet expectations of the warranty.  Thank you for your consideration and for correcting this matter.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an extended warranty for my chair. They are stating because the frame is cracked and the leg rest is bent(which is why i filed a claim) that they are unable to honor the warranty. They also stated the issue is that the cushioning looks like its been bad.

  

  Business Response

  Date: 05/28/2025

  We denied this consumer for accumulation of damages based upon this pictures provided.  FCP is a single incident warranty. The follow items we listed as damaged, back frame, metal mech bent, arm frame broke, cushion flattened and multiple stains.

  
  Thanks,

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on my furniture in March and it is just now being addressed after multiple calls, emails and text. The company sent a repair man today for the recliner on my sectional but are denying the repair to the cushions that are peeling. The brochure clearly shows that it covers peeling. This sectional cost over 4000.00 dollars and should not be peeling. The woman with the company acknowledged that is was peeling but will not repair because it is happening on multiple cushions. On the information about the warranty, it has a replacement limit of 5000.00 dollars and this claim would fall below that. I would like my furniture repaired or replaced.

  

  Business Response

  Date: 05/28/2025

  After review of this claim, we will order the appropriate parts to handle this consumers claim.  When parts arrive, we will schedule a tech to install.

   

  Thanks,

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is not clear in their response.  Are they going to repair my cushions?  They have already ordered the parts for the broken recliner.  I need my cushions repaired or replaced and I am not sure if they are responding to that.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 05/30/2025

  Yes, We are order the 2 cushion covers to correct the issue.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture in December of 2023 and added the care protection.
  I called to request the service on my couches. They asked to send pictures so I did.
  Today, I received a call saying that because there were multiple spots accumulated that they would not cover the service. I proceeded to let them know that one of the spots had just occurred within 5 days, as their requirement for coverage only cover incidents within this timeline, and they told me that because I submitted all of them as one claim they would not be able to cover any of them.
  I paid $249 for this protection and now I find out they will not cover it at all.
  This is a scam!

  

  Business Response

  Date: 05/16/2025

  Based upon our review of the photos the consumer provided. There are multiple stains in multiple areas.  FCP is a single incident warranty and does not provide coverage for accumulation of stains.

  Thanks

  Customer Answer

  Date: 05/20/2025

   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  When I was informed that they do not cover accumulated stains, I requested the service from one of the stains that had occurred within the 5 days that was their requirement. She proceeded to tell me that they could not do that because I sent all the stains in my request.

  Therefore, not giving me a chance to take advantage of my protection plan, which I paid $249 for.

  a consider this completely unacceptable.
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 05/28/2025

  The consumer is denied for accumulation of stains, as a courtesy we will send a tech out to attempt to clean the affected area.

  Thanks,

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for the protection plan for my couch and ottoman that I purchased in November. I filed a claim because my dog got sick and urinated on the ottoman and threw up on the couch (all same day). They strung me along for a month sending pictures and trying to get ahold of customer service. Finally they told me my entire claim was denied because it’s an “accumulation” of stains. They are a scam. They have no intentions of upholding their end of the bargain and actually helping the people that purchase their services. I purchased the plan for both items separately but because the claim was made all at one time for both pieces of furniture they won’t do anything about it.

  

  Business Response

  Date: 05/16/2025

  We spoke to the consumer and agreed to refund her warranty.

   

  Thanks

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hendrix Dove Recliner in Summer, 2023, from ******* ***** with a protection policy through Furniture Care Protection. The right arm of the chair has come apart at stitching. I filed a claim #******* with Furniture Care Protection on 12/9/24 asking for repair of right arm. Sent multiple pictures. Received confirmation on 12/16/24 that part would be ordered and that it would take 12-16 weeks to order part. I called Furniture Care Protection at Week #15, 16, 17, and 18. They had no idea if/when part would ever come. Everytime I spoke to a different person who provided no useful information and no callback. Asked for escalation. No calls back. I called ******* ***** late April, 2025 and they said that my part was at store in ****** *****, MI (even though I bought recliner at ******, MI store and I live a mile from *********, MI store). I immediately went to ******* ***** ****** ***** store to get part. ******* ***** ****** ***** store told both my daughter and I when I picked up part that they would send someone today 5/2/25 to install part and no one showed. When I called ******* *****, they couldn't find me in their schedule. When I called Furniture Care Protection, they couldn't find me in their schedule either. It is now Week 19. Furniture Care Protection refuses to come because ******* ***** ordered the part and ******* ***** refuses to come because the chair is now in warranty period. Please note when I opened the box today to get part ready for installer that was SUPPOSED to come and didn't, IT IS NOT EVEN THE CORRECT PART! It is the right size/shape/color, but it is missing the electronic switches. I am also filing this same complaint against Furniture Care Protection company on **** ** ***** ****** in Oklahoma City. ******* ***** presented this company as a reliable company and clearly they are very aware that they are not. I am partially handicapped and rely on this chair to sleep in. Clearly neither of these companies care.

  

  Business Response

  Date: 05/16/2025

  We have the technician scheduled to be at the customers on 5/16.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I purchased 4 very expensive rugs from a local furniture store. I was convinced by the sales person that I needed to buy the insurance for these rugs because "things" happen. We have kids and pets. I was glad that I did because one of the wool rugs started to have random strings that began to pull. And with the movement of traffic and an ottoman over it, over time it formed a hole. I first noticed this in 2024, but over time it got larger. So, when asked about when I first noticed the damage on the claim, I put 2024. The hold is now much larger and I would like to take advantage of my insurance (if that is what you want to call it). The other rug has a stain from pets. I have been constantly working on cleaning the stain and now the rug is discolored and I'm unable to make a difference. This stain first came about in 2024 as well and I have been trying to clean it ever since and I am giving up and trying to utilize my "insurance". I am told that both incidents are outside of the 30 day requirement. What 30 day requirement? When I purchased this, I was given a leaflet with a phone number on it. This all I got. No contract, nothing that states a timeframe, otherwise, I would have not even tried to correct the problem myself. My next step is to go the furniture company and encourage them to find another vendor for this service. Absolutely unacceptable when my policy is supposed to protect me for 5 YEARS!!!!!

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out.  Furniture Care Protection was not the warranty provider for this retailer in 2021.  We became the provider in 2024.

   

  Thanks,