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.

close

Find a Location

Furniture Care Protection, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/11/2022

  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 have been trying to file a claim for my sectional for nearly a month and I've been told that it's still being processed and will be ready by end of the week 4 times. When I ask to speak with a supervisor or anyone else I'm told there is nobody I can speak to. Their service is horrible and I don't even want it anymore, I just want a full refund and I'll get someone to fix it myself

  

  Business Response

  Date: 11/15/2022

  in regards to ******************** claim ID#********

   

  FCP denied the claim do to seam separation and cushion cores density breaking down. FCP is a accidental policy, FCP does not warrant against cushions wear and tear. 

  Thank you, 

  ***********************;

  Customer Answer

  Date: 11/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: seams was not the only issue I told them there was a break in the structure of the frame not to mention I still never received a call to tell me it was denied.  I should of read the reviews and prior complaints before ever purchasing from this scam company.  I was lucky in that the actual furniture company recognized that this was a defect and is taking care of it.  As for this company I 100% reject their response 
  
  Sincerely,
  
  Stony ******

  

  Business Response

  Date: 11/23/2022

  in regards to ******************* claim ID#********

   

  FCP denied the seam separation but the frame is under the warranty and the retailer is fixing. 

   

  Thank you,

  ***********************;

• Initial Complaint

  Date:11/10/2022

  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.

  Purchased a sectional couch from ****** Furniture in *********, ** along with the $350 Furniture Care Protection Plan. Submitted a claim for "ink stain" and due to multiple places on the couch where the ink spread, the claim was denied. I asked Furniture Care Protection plan representative *************************** if they could send someone to at least try to clean/remove (1) of the worst spots, and her response was no. Due to being misrepresented by ****** Furniture and Furniture Care Protection, I would like to have my $350 plus interest for 3 yrs refunded back to me.

  

  Business Response

  Date: 11/15/2022

  in regards to ****************** claim ID#********

   

  FCP denied the claim do to abuse and accumulation. The sectional has ink marks on every seat which is abuse and not a accident that's why the claim was denied. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:11/03/2022

  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 my furniture warranty from Bob Mills that is serviced by furniture care protection. Furniture denied to fix my furniture because they only cover a single damage and they dont cover the stains. They would not fix the broken leg because I had submitted the claim for the stains and the broken leg. I asked if i could submit a claim just for the leg and was told that it would be denied as well since my overall claim was denied.
  

  

  Business Response

  Date: 11/09/2022

  in regards to ******'s claim ID#********

   

  FCP is going to over ride the denial and approve the repair of the broken leg for the chair. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:10/30/2022

  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.

  Purchased extended warranty through Ashley Furniture. Was told that only one repair/replacement request may be made for duration for warranty. Filed claim with pics and took several months for communication. Was then told that my couch wasn’t covered for “multiple stain spots and cushion wear”. It clearly states that stains are covered in the warranty. I filed an appeal and was still denied. I checked reviews for this company after my horrible experience and saw that I’m not the only one who they’ve ripped off by refusing to cover repairs.
  

  

  Business Response

  Date: 11/01/2022

  in regards to ******************* claim ID#********

   

  FCP denied claim on the sectional as we do not warrant against discoloration of fabrics and every day wear and tear. FCP did allow the exchange of the table and nitestand. 

   

  Thank you, 

  ***********************;

  Customer Answer

  Date: 11/01/2022

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

  Customer Answer

  Date: 11/02/2022

  All stains pet or hum related are covered Accor to warranty. Also, cushions are weakened as well and wood can be felt on seat. I did inform the company of such and my claim and appeal were both denied for the couch

  

  Business Response

  Date: 11/09/2022

  in regards to ******************** claim ID#********

   

   

  FCP went ahead and approved the replacement of the table and nite stand but the sectional is just every day wear and tear and not a accidental claim. Accumulation and wear and tear are not a warranted item. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:10/29/2022

  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 bought a sectional on July 24 2020 annd it was delivered September 8 2020 and after 2 years it ended up getting a bit dirty on the seat cushions so I took them off and placed them in the wash according to the instructions. Unfortunately that made it worse at it started leaving a white ring on the cushions. I remembered I purchased insurance for it and promptly filed a claim sent the photos and waited a month only for them to deny the claim. It sure seems this company does whatever it can in its power to just deny any claim regardless of its validity. If I had known this insurance policy was worth the paper it is written on I would have never included it. I spent 2,069.00 on a sectional I can’t even use anymore.
  

  

  Business Response

  Date: 11/01/2022

  in regards to ********************** claim ID#********

   

  FCP denied the claim do to seam separation which is not a warranted item. FCP does not warrant against seams coming unraveled. On the sectional stains there are stains on every seat some of the backs and all over the ottoman. FCP's warranty policy is a accidental policy and not a every day cleaning policy. That is why the claim is denied. 

   

  Thank you, 

  ***********************;

  Customer Answer

  Date: 11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was told by the furniture company this was a policy for any issue I encountered including regular wear and tear also the documents I was given nowhere does it state regular stain will be denied. If I had known this policy was not going to protect my investment I would of never obtained it as I see there are numerous claims with other customers who state they also have been denied for numerous other issues. I would like jus too have this couch replaced as it has been nothing but a headache since I received it such as threads coming off the pillows or stains that dont wash away 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/02/2022

   

  I apologize ****************** is not happy with the denial but the warranty clearly states that accumulation and every day use is not covered. Also on the seam separation, no where on the warranty does it state that it is covered. 

   

  Thank you, 

  ***********************;

  Customer Answer

  Date: 11/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:this is not what we were told by the furniture vendor if this is the case I suggest you offer training to any rep who is offering your product as it seems many of them misrepresent your coverage. At this point since this policy is useless and everything seems to be a denial I would like the refund of what I paid for my couch as the stitching was not everyday use the separation of the seam has been a problem since delivery. The stains are caused by washing them and the color fading and creating rings. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/29/2022

  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.

  On May 12, 2021, we purchased a couch from ******'s Furniture along with the protection plan. No less than 6 months after buying it, our couch began to fall apart. We reached out once and the man claimed to have come and sewed part of the area that is tearing, only to find out it was poorly done. Since then, the couch has frayed, one of the leg rest is tearing and part of the plastic is coming out on the sectional. I have contacted the company multiple times WITH photos and they have been slow to respond (we are now at day 15 of no response on update on when our couch will be repaired). I have contacted ******* directly to explain my frustration (I paid over $4K for the couch) and still, no resolve. I just want what I paid for - a quality sectional.

  

  Business Response

  Date: 11/01/2022

  in regards to ****************** claim ID#********

   

  FCP denied the claim as seam separation and fraying is not a warranted item through FCP that is a manufacture issue. 

   

  Thanks, 

  ***** Minnick 

  Customer Answer

  Date: 11/01/2022

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

  

  Business Response

  Date: 11/02/2022

   

   

  I apologize ****************** is not happy with the denial but seam separation is not a warranted item by Furniture Care Protection. No where on the warranty does it say we cover seams coming apart or fraying of fabrics. 

  Thanks, 

  ***********************;

  Customer Answer

  Date: 11/02/2022

  I paid for protective care for my couch. They never told me that it was limited. This is unfair and the way they are dragging their feet with this ********** me never want to purchase anything from *******. I am heated. 

  

  Business Response

  Date: 11/03/2022

   

  Once again the warranty does not cover seam separation and fabric fraying. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:10/27/2022

  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 Furniture Care Protection for $399 for the new furniture I purchased so I could have cleaning done if there were accidental spills or stains. I bought this plan in 2020 I hadn't needed to use it. On the weekend of Sept 17, ***************************************** for the weekend and he spilled a wax candle and dropped his sippy cup on the sofa. I sent pictures and notified the claims **** on the 19th as their policy is that it has to be done within five days. I had several calls asking for more pictures 3 TIMES!!! Sent them everything! They sent someone for only the chair on Monday. So I called and asked what happened to the sofa. They said it was still under review after 1month and a half! Yesterday I got a call that it was denied because it was considered accumulative stains not accidental. Please!! No one intentionally stains there white/grey furniture! I emailed them back and wanted to appeal. The manager called and asked if I had questions. I said no that I was going to report them because they are obviously overcharging and making it impossible for claims to be taken care of. I warned her that I would be reporting them to the BBB and she just said that it was their policy and to do what I needed to do.I don't want reimbursement - I just want them to do what I paid for! JUST CLEAN MY SOFA. It's simple. But if they do not then at the minimum refund me my money!

  

  Business Response

  Date: 11/01/2022

  in regards to ********************** claim ID#********

   

  FCP denied the claim do to multiple stains on the sectional in the back on the seats and outside arm. FCP's policy is a accidental policy from a single incident. FCP is going to send out a tech as a curtesy to try and clean the stains. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:10/18/2022

  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 an extended warranty on my couch when I purchased it. The couch broke, I called for a replacement part. That was 11 months ago. I still haven't received my part, and I can't get a manager to return my calls. They just keep saying the part is on order.

  

  Business Response

  Date: 10/19/2022

  in regards to ******************** claim ID#********

   

  FCP authorized the claim to be taken care of. The part was ordered and didn't come in so we reordered the part. The consumer moved meantime to ********. FCP authorized the claim to be taken care of in ******** or give the consumer a $200 refund to keep like it is. The consumer decided they wanted a check so FCP is sending out a refund check. 

   

  Thank you, 

  ***********************;

• Initial Complaint

  Date:10/12/2022

  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.

  We bought furniture with Jeromes in which we also included oops plan. The plan was through Furniture Care Protection. we had a spill on our couch, the following day we called the protection plan, they took our case in which a person came out tried to clean it and was not successful. and The person advised us he could not get the stain out and will need to try a different method but did not have time that day and will be another time. We called the company again to follow up and they made a fraudulent accusation that the stain was accumulated and the contract is no longer valid. This is a way a company is trying to hide from their obligations to the contract which is fraudulent. We spoke to Bryce ********** who advised this is his decision and he is allowed to make it. This is not acceptable and company needs to take responsibility. I would like the stain to either be removed, if they cannot remove it then i would like replacement of my couch just like the contract states.
  

  

  Business Response

  Date: 10/19/2022

  in regards to ********************** claim ID#********

   

  FCP denied the claim do to abuse and accumulation of stains. The sectional has multiple stains on every piece which is every day use and not a accident. Our policy is accidental from a single incident and that's why the claim is denied. 

   

  Thank you, 

  ***********************;

  Customer Answer

  Date: 10/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: the stain is not accumulated. The call was for a specific stain and the person who came to clean said he cannot take it off. The company tries to find loop holes to prevent from honoring a contract. We called right away about that particular stain and company sent someone, they said they cannot take it off and suddenly after cannot take it off advised it is accumulated. 
  
  Sincerely,
  
  Mo H. 

  

  Business Response

  Date: 11/01/2022

  IN regards to ********************** claim ID#********

   

  FCP as a curtesy sent a tech out to clean the stains. The customers sectional has multiple stains from glue, markers, food and beverages all over. This is accumulation and abuse and that's why the claim is denied. 

   

  Thanks, 

  ***********************;

  Customer Answer

  Date: 11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: The couch is in perfect condition, it does not have stains all over the couch as the company claims. the issue was in one area particular which per company contract advised they are able to cover this. The company refuse to cover it because they realized they cannot take it off and this is how they scam their customers. If they would like to take this to court i would be happy to do so. 

  Company did not provide email to talk to them directly. They just want us to go away, and they have really poor reviews because this is exactly what they do to all their customers is scam them, and per BBB they have a B rating with 1.5 starts because this is a pattern for this company. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/04/2022

  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 and have had nothing but issues getting them to actually clean the furniture. They lie about the timeline and refuse to let me speak with a manager. It has been 3 weeks since the claim was started to clean a time sensitive issue and I have not been helped in any way. They have been rude and have lied to me multiple times. I have had to call them 3 times and they will not let me speak to a manger. They claim to have expedited my claim yet 3-5 business days have well passed and I should have received a call and have not. They have yet to schedule a subcontractor to come clean the piece. I have since demanded a refund from the furniture store that sold me the protection plan, and have paid an independent party to clean the piece.This company should be looked into, the reviews state that others have been in the same situation for months without resolve. This entire company is a scam.

  

  Business Response

  Date: 10/07/2022

  in regards to ********************** claim ID#********

   

  FCP has authorized the approval of the claim I apologize for the delay in a tech coming out. The tech is scheduled to come on Oct 13th and should be able to take care of the problem.

   

  Thank you, 

  ***********************;

  Customer Answer

  Date: 10/07/2022

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

   

  you people have no idea what is even going on. The appointment on the 13th is to assess the damage that was on the couch when it arrived. That is separate from the claim I made about the urine needing to be cleaned. Absolutely ridiculous and unacceptable. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/01/2022

  in regards to ********************** ID#********

  FCP is going to refund ********************** what she paid for warranty as she is not happy with the coverages. 

   

  Thanks, 

  ***********************;

  Customer Answer

  Date: 11/01/2022

   
  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.
  
  Sincerely,
  
  *******************************