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:10/03/2022

  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.

  ******* is my claim number with fcp. From the email attached you will find that I have been trying to get them to fix my ottoman for months. I am being penalized for moving even though the rep told me that it would be fixed even if I moved. Now they are only offering me $40 on a $400 item. The last rep I spoke with says I was initially offered over $200 but it went down and that they would check into it but never got back with me. They are supposed to be a nationwide company and I moved to ********* which is closer to their headquarters in OK than my original home in **************. Please help me out.

  

  Business Response

  Date: 10/05/2022

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

   

  FCP is going to refund what the consumer paid for the ottoman and leave it up to them to get fixed or replaced as they have moved out of state. 

   

  Thank you, 

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

  Customer Answer

  Date: 10/07/2022

   
  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.

  I just want to make sure they actually refund me for the price of the Ottoman and what method of payment will they be using. 

   

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/27/2022

  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 Leather Reclining loveseat from ******'s Furniture and Warranty on 7/11/2019. I reported claim on 4/2/2022. One of the Reclining mechanism broke and the Leather is peeling off of some white fabric backing. Claim # *******. I was emailed 9/9/22 by Furniture Care Protection that a repair technician would be contacting me within 2 to 3 business days for the repair. Furniture Care Protection hasn't been able to find a repair technician in my area. I want them to replace this defective loveseat. I am tired of waiting and following up with them. How many more months do I have to wait? The loveseat was described as Top Grain Leather with exquisite stitching. I want the loveseat replaced or my money refunded as soon as possible.

  

  Business Response

  Date: 10/03/2022

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

  FCP has authorized to fix the consumers issues parts were ordered and took a little longer than usual time do to supply chain issues. The parts have come in and a tech is scheduled to go out Oct 6th to fix the issues. 

   

  Thank you, 

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

• Initial Complaint

  Date:09/27/2022

  Type:Product 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.

  On the night of 06/04/22 my daughter had an accident on our new sofa with a FCP plan, soaking 2/3 of the cushions in urine. I called FCP the following day, on Sunday 06/05, and let them know of the accident and attempted to file a claim since "stains from human and pet saliva, urine, stomach fluid or blood" are covered by my FCP plan. I was told that I would receive a call back on Monday, 06/06 to start my claim. After waiting 3 days for the phone call, I called FCP on Wednesday 06/08. I was told to email photos of the urine stains to FCP to initiate my claim and once someone from FCP reviewed the email I would receive a phone call. After waiting 7 business days for the phone call, I called FCP on Monday 06/20 and was told by an agent that I would get a call from FCP by 06/24. I waited 2 weeks, then called back on 07/01 to check up on my claim. I was then told that a tech was looking into replacing the urine soaked cushions and I would receive a phone call by 07/08. After not receiving a call, I called FCP back on 07/15, this time demanding to speak to a manager. Once I threatened a lawsuit to the manager he quickly sent me an email stating that the cushions had been ordered and the **** is 4-8 weeks. This is just an estimated time of arrival therefore, this time frame may vary. We will update you once a confirmed eta is available." After waiting 7.5 weeks with no word on my claim from FCP I called back on 09/07 and was told I would receive a phone call by 9/16 in regards to the ordered cushions. After not receiving a phone call from FCP I called back today, 09/27, to check on my claim and was told that FCP is looking into an estimated time for shipment of my sofa cushions and I should receive an email by 10/01. In the near 4 months since I initially called FCP I have not received one phone call from them. I have also not received the cushions that had to be replaced due to FCP not cleaning them in the first place. I have not been able to use this sofa since June.

  

  Business Response

  Date: 10/03/2022

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

   

  FCP has approved the claim and has parts on order to complete the claim. FCP has updated the consumer with the dates on when the parts are supposed to arrive. Unfortunately parts have been taking longer to get in do to supply chain issues. The parts are scheduled to arrive late Oct. and then FCP will send a tech out to install. 

   

  Thank you, 

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

  Customer Answer

  Date: 10/04/2022

   
  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 considering that the business follows through with what is promised.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/21/2022

  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 could not be more disappointed at Furniture Care Protection LLC. Last week, I submitted a claim for my Rio Chase couch cushion replacement. I received a call that it was denied due to accumulation of stains. With no explanation or reasoning. It is shear laziness by the company and fraudulently selling warrantys that they have no intention to honor. In the second line of furniture care protection coverage it clearly states it covers pet urine. In 2022, my dog peed on my couch and I was unable to get it out. Unfortunately at that same time, three days later I had to leave for a four month deployment to ************. As you can imagine, I did not have time to submit a claim. When I submitted the claim upon my return, they said it was due to accumulation. Well guess what. It is physically impossible for any stains to accumulate because no one was living in my house or sitting on the couch during my four month deployment!!! I guess thats how they get rich and I get stuck with the bill. Thanks for nothing Furniture Care Protection. ******************

  

  Business Response

  Date: 10/03/2022

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

   

  The claim was denied do to accumulation and not a single incident. FCP has authorized a new seat cushion casing to be order and replace the chaise cushion cover. As soon as the new cover comes in it will be shipped to the consumer. 

   

  Thank you, 

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

  Customer Answer

  Date: 10/04/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/15/2022

  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 8/8 2022 in regards to my purchased for my Bedroom & Dinner room Table set 3/05/2020 and the FCP with Ashley Homestore for the four year Furniture Care 4YR Protection plan. I have experienced issue with areas on my table " scratches, dents, chipping, fading, heat on the table and chairs". I called to file a claim. They requested pictures which I sent. A few days went by before I had to call them again and was told that they requested additional pictures which I did sent in email. Again days went by until I call and followed up with them. They claimed my case was in for review and someone would be reaching out to me. After weeks of back and forth i was able to get in touch with someone. They have now denied my claim for my table claiming that I did not inform them after 5 days of noticing the issue(which I did) I guess the guy determination the repair would be more expensive then they wanted to spend, and said ill be hearing from someone in regards to my bedroom frame he was very rude and disrespectful. I asked if I could speck to upper management and was denied I then asked for a number to corporate or customer relation he refused to give it to me and just kept saying after review decided the repair would required more that he was able to provide. I've always purchased with Value City this was my first time dealing with Ashley Furniture. The sales lady was amazing and when she sold me the FCP i explained that i had six children and my worries on purchasing a wooden dinner table set and she guaranteed that I wouldn't have any issues if I ever needed to file a claim. I truly believe this company took full advantage of the situation and they "stole" money that I paid them for the coverage. The premises that was made they have not stand behind. I paid for the table and additional warranty to ensure something like this would not happen, yet FCP did not hold up to their end of the deal. So now I have a table & chairs I can not use for safety reasons.
  

  

  Business Response

  Date: 09/21/2022

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

   

  FCP denied the claim do to every day use and not a accident. On the bed there are multiple scratches and dings in several areas which is not a accident it is from every day use and accumulation. On the Table and bench the same situation multiple scratches, dings, and heat marks caused from every day use and not a accident. 

   

  Thank you, 

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

  Customer Answer

  Date: 09/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  From what I was told I was granted the approval for my bed frame that someone would be calling me in a few days in regards to replacing the bed frame so now are they saying that they are not going to do it because I disagreed with their rejected to cover my table and chairs and asked the guy that was very rude for the number to customer relations, corporate, and his higher manager. I still disagree with them not approving the claim to replace after all the money I've spent including the FPC. It seems very corrupted. I still would like the numbers that he denied me.

  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/22/2022

   

  FCP is going to refund the money the consumer spent on the warranty. I apologize they are not happy with how the warranty works but it is truly a accidental program only. FCP will send the customer a check for what they spent on the warranty. 

   

  Thank you, 

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

• Initial Complaint

  Date:09/06/2022

  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 a sofa from Mor Furniture and chose to buy the protection package. We filed a claim with Furniture Care Protection and they advised me it would not be covered due to accumulation of damage. My children damaged the furniture one day while rough housing while I was not paying attention. And then they said parts of the sofa were not covered as they didn't have a way to repair "stitching" on the couch. By the time they finally got back to us regarding their denial of the claim our policy has now expired so I can't even attempt to refile the claim. This is ridiculous I am not sure if this company is in the insurance of furniture business or just the business of taking premiums from clients and never paying out for claims.

  

  Business Response

  Date: 09/09/2022

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

   

  FCP denied the claim do to seam separation which is not a warranted item and multiple scratches and nail marks. FCP is a accidental warranty policy that does not cover seam separation or pet damage. In the pictures that were sent in the scratches and tears are caused from nails and the consumers pictures have dog beds next to the sectional. If needed FCP can provide the pictures. 

   

  Thank you, 

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

• Initial Complaint

  Date:09/06/2022

  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.

  My wife contacted the company regarding a puncture in a piece of furniture. My wife filed a claim and sent the required documentation in. While the claim was denied which while upsetting is not my concern, my concern is with their customer service. Our claim adjuster, Bryce, contacted us back about two weeks after our initial claim. When my wife returned his phone call, he was unavailable thus requested a call back. When her call was returned three days later, another representative called her asked if she wanted to start a new claim, which she did not, and proceeded to promptly hang-up on her. She immediately called back and her call was never answered. When I contacted the company, they informed me the only contact they had with us was on our initially call regarding the denial of claim and insisted the delay in communication was on our part. I believe BBB and other consumers should be aware of the poor customer service exhibited by this company and proceed with caution before contacting or purchasing services from them in the future.

  

  Business Response

  Date: 09/09/2022

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

   

  FCP denied the claim do to pet damaged. FCP does not warrant against pet damage and the consumer stated their pet dug a hole in the seat of the chair. 

   

  Thank you, 

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

• Initial Complaint

  Date:08/30/2022

  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 purchased a kitchen table and chairs from a local business and at that time the sales person suggested that I purchase the extended warranty offered by Furniture Care Protection to safeguard against any future mishaps. A few years after the purchase, my daughter spilled some water on the table and it seeped into a couple of cracks (that were there when I purchased the table giving it some character) therefore causing the table to bubble in those areas. When I contacted FCP, I was told that they could not fix the issue because there were "other scratches and blemishes on the table" therefor voiding the warranty. I tried to explain that I didn't care about the scratches and didn't need those fixed, however I was told that there was nothing that they could do because the scratches existed. Again I tried to explain that it's a kitchen table and we use it to eat on so occasional scratches and or blemishes will occur, but again my claim was denied. I truly believe this company took full advantage of the situation and they "stole" the money that I paid them for the coverage. The premise that they will not stand behind a true defect in the table because of other signs of wear and tear from normal use is absurd. I paid for the table and additional warranty to ensure something like this would not happen, yet FCP did not hold up to their end of the deal.

  

  Business Response

  Date: 09/01/2022

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

   

  FCP would normally deny the claim do to accumulation but FCP is going to authorize a credit on the table for reselection. FCP will notify the consumer today. 

   

  Thank you, 

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

  Customer Answer

  Date: 09/01/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:08/30/2022

  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.

  Purchased this protection plan at Gardner White. Two years into the four year Platinum Advantage plane we experienced an issue with a covered area "finish peeling". I called to file a claim. They requested pictures which I sent. Days went by before I had to call them again. They requested additional pictures which I sent. Again days went by until I call and followed up with them. They claimed my case was in for review. The very next day I received an email that a tech has been dispatched for repairs. The tech after review decided the repair would required more that he was able to provide. The following day after tech viewing they now denied my claim. They Claimed I did not inform them after 5 days of noticing the issue. So a claim once approved for repair was now being denied after what I believe is a visual inspection, and the determination the repair would be more expensive then they wanted to spend. There case #*******.

  

  Business Response

  Date: 09/01/2022

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

   

  FCP denied the claim do to accumulation over time and not from a accident. The consumer stated that the chipping and peeling occurred over time and not from a accident. FCP is going to refund the consumer what they paid for the warranty as FCP is a accidental warranty and not a every day wear and tear warranty. 

   

  Thank you, 

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

  Customer Answer

  Date: 09/02/2022

   
  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,
  
  *******************************

• Initial Complaint

  Date:08/29/2022

  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.

  On Saturday, August 13 our dog threw up on our couch that we purchased at Mor Furniture. Along with our furniture, we also purchased a protection plan that would specifically cover things like stains from animals. The catch on stains was that we cannot clean them ourselves using any solvents. So we sopped up the vomit the best we could and hoped for a quick turnaround. We wanted to start our claim that day and called three times on the 13th, with no results, we called again on the 16th, and 17th before finally receiving a callback. During that call, we were asked to supply photos via email, which we did. After hearing nothing we contacted the company again on August 22 only to be told that we needed to submit more photos of the stain and couch. Again, we sent pictures of our couch, and again we received no calls or emails from the company. We waited and called again after hearing nothing on Friday the 26th only to be told that it would take an additional 7-10 business days for them to process the claim (this was the first real timeline we had been given). At this point, we asked to speak with a manager and were told that the supervisors were all busy and would have to call us back within 24-48 hours. We are going on 4 days since that call. And nearly three weeks of having vomit on our couch. We have only received 1, (ONE!) call from the company regarding the stain on our couch, ALL other communication has come from us calling them to get a resolution. They have absolutely no customer service and clearly aren't interested in doing their job. We've contacted Mor Furniture so they also know what a shady company they are dealing with. We continue to contact their office and request a supervisor. Living with vomit on our couch is unacceptable. I have attached the photos that were requested here as well as the email they had us send.
  

  

  Business Response

  Date: 08/31/2022

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

   

  FCP has approved the claim and have scheduled a tech to go out and clean the spots on the sofa. 

   

  Thank you, 

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

  Customer Answer

  Date: 08/31/2022

   
  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,
  
  ***********************************