A warranty is supposed to keep your prized possessions in good shape. You are promised the company will fix or replace a damaged item.<\/p>\n
That’s what one family thought they were buying. Unfortunately, their furniture warranty turned out to be not quite what they thought. So they contacted the I-Team for a little help.
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\nThe I-Team typically doesn’t handle consumer disputes like this, but when we did a quick check on a company called Stainsafe, we understood why the consumers called for help.<\/p>\n
The I-Team\u00c2\u00a0found that over the last three years more than 2,200 people nationwide complained to the Better Business Bureau about Stainsafe. Just last year the Florida attorney general investigated Stainsafe for “unfair and deceptive trade practices.”<\/p>\n
Stainsafe sells its furniture warranties here in Nevada, too.<\/p>\n
John and Gina Giovenco never planned on dumping their $4,100 suede couch in their garage, but that’s where it’s been for more than a month.<\/p>\n
John Giovenco said,\u00c2\u00a0“It\u00c2\u00a0just got to the point where we couldn’t keep it in our house because it stunk and nobody was taking care of it.”<\/p>\n
One of their children had vomited on the couch. The Giovenco’s didn’t panic because they\u00c2\u00a0had a warranty.<\/p>\n
They specifically told\u00c2\u00a0the I-Team\u00c2\u00a0it covers any stain that can not be taken out. They bought the warranty and the couch at Walker Furniture two years ago.<\/p>\n
Gina Giovenco explained, “I\u00c2\u00a0thought buying from a company like that — that is very well known here — that they would totally take care of us and no matter what happened we would be covered. And so I figured get this warranty. We would be okay.”<\/p>\n
Their receipt says they paid more than $200 for the Walker seven-year diamond plus warranty. But it isn’t Walker Furniture’s warranty. It’s a warranty controlled by a company called Stainsafe.<\/p>\n
Stainsafe is a Florida-based company that is contracted with more than 175 furniture companies across the country.<\/p>\n
When the Giovenco’s called Stainsafe, they were told a technician would come examine their vomit stained couch in five days. Fourteen days later someone finally showed up. The result was\u00c2\u00a0a denial letter that puzzled the family.<\/p>\n
The first line states: “It was determined that these issues have been occurring for an extended period of time. It has been determined that you now have an accumulation.”<\/p>\n
But then the second paragraph reads: “The damage or stains reported to Stainsafe has been determined as non-visible…”<\/p>\n
According to the letter, the technician couldn’t see the stains he reported as having accumulated on the couch.<\/p>\n
John Giovenco continued, “They basically told us there’s nothing they could do because there’s no visible stains but you can see the stains are still there.”<\/p>\n
The Giovenco’s disputed the denial but say they got no response from Stainsafe.<\/p>\n
So, the I-Team\u00c2\u00a0called Stainsafe. After\u00c2\u00a030 minutes on hold, we hung up and called back. This time it only took seven-and-a-half minutes on hold before the call was\u00c2\u00a0dumped to voicemail.<\/p>\n
The I-Team then\u00c2\u00a0went into Walker Furniture. The Giovenco’s had complained to them as well.<\/p>\n
Off camera, the I-Team was told Walker Furniture is contracted with Stainsafe. They say they don’t want to work with a company that’s not reputable and will look into the numerous complaints against the company.<\/p>\n
Walker Furniture doesn’t monitor Stainsafe’s warranty plan, nor do they keep track of the number or type of complains they get from local customers. But when a customer contacts them for help, Walker does contact Stainsafe on the customer’s behalf.<\/p>\n
Walker Furniture promised to look into the Giovenco’s case.<\/p>\n
Stainsafe contacted the I-Team a few hours after the voicemail call and they promised to work with Walker Furniture to resolve the issue.<\/p>\n
Both of these\u00c2\u00a0companies kept their word.<\/p>\n
Stainsafe re-examined the case and discovered conflicting information about how the vomit was initially cleaned up, what the technician actually saw, and what was initially called in.<\/p>\n
Now, both Stainsafe and Walker Furniture have agreed to send the Giovenco’s a check for $4,000 to cover\u00c2\u00a0the cost of the couch.<\/p>\n
The I-Team learned a Florida-based investment firm took control of Stainsafe about two months ago. A representative said they have already started making major changes in customer service.<\/p>\n
If you are having trouble with reporting a claim with Stainsafe, call the furniture store where you purchased the warranty or contact the Better Business Bureau of Southeast Florida.\u00c2\u00a0<\/p>\n
You can also\u00c2\u00a0call 8 On Your Side at (702) 650-1908.<\/p>\n
E-mail your comments to Investigative Reporter Adrienne Augustus.<\/p>\n","protected":false},"excerpt":{"rendered":"
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