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Mar 13, 2007 11:55 pm US/Pacific
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Call Kurtis: Couch Warranty Controversy
by Kurtis Ming
SACRAMENTO (CBS13) ―
A Mather family wanted to enjoy their sofa sectional, but when the couch started separating, and they couldn't get the company to honor the warranty, they called Kurtis Ming.
Michael and Rene Goold need good furniture that'll last.
"We invested in a leather couch because we have a large family and kids and you know we need sturdy things," says Michael Goold.
Back in December of 2002 they bought a sectional from Macy's for $2,500. They shelled out $160 more for an extended warranty from Stain Safe. In the warranty it clearly reads it covers discoloration and stains, rips and tears, structural defects, separation of seams and even loss of resiliency to cushions. Wouldn't you know it, the couch ended up discoloring within the first couple years. The Goold's say Macy's replaced it. But now the new couch is discoloring too. That's not the only problem, there's also a small tear in the leather, and the recliner is not closing easily. But the biggest problem is broken connector brackets - the connectors that keep the sections together.
"We have guests come over and they fall through the seams. I guess I could wrap it in duct tape and hopefully that would help," says Rene Goold.
So they called stain-safe last September. A repair man showed up two months later, saying he'd order replacement brackets. A month went by and Mike called for a progress report.
"No sorry it's not covered, and I said hang on it was covered a month ago when you said you were going to come out and fix it what's changed?" says Michael.
So he called Macy's. They called Stain Safe on Mike's behalf, but got no where. Mike kept calling stain safe, and was eventually told, he was sold the wrong warranty.
"When I called Macys last month they said they only offer one warranty," he says.
Kurtis got involved. He called Stain Safe, but kept getting a voice recording where he couldn't leave a message. Since Macy's sold the warranty, Kurtis contacted Macys corporate, and all of a sudden they wanted to help. Macy's said they'd take care of the Goolds and deal with Stain Safe themselves.
"I would like them to replace the couch," Mike says.
If you're having a problem with a warranty you purchased, try going back to the store that sold you the product and the warranty. They often don't, but should stand by the warranties they sell.
(© MMVII, CBS Broadcasting Inc. All Rights Reserved.)