Complaints for Uniters North America, LLC in West Palm Beach, FL

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Uniters North America, LLC

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2/27/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

2/2/2024

I bought a queen size bed in August 2021 the Big Frame broke I had a warranty on it my son filled out the warranty for December 8th but it was really December 18th I tried to get in touch with them on January 3rd and all I got was a voice machine now they're saying that I didn't put it in 30 days I I brought the bed from Value City 804-386-1664 warranty number 877-478-2467 Resolution Sought I would like for them to replace it or give me the money so I can buy a new frame

Company Response

2/14/2024

Dear Effee, We have taken the opportunity to review the claim and information provided. Our records show a claim was filed on the Queen size Bed for the rails and slats broken. At the time of the claim submission it was indicated the damage occurred or became known on 12/08/2023, 33 days prior to the claim submission. Your protection plan requires each occurrence of staining or damage to be reported within 30 days of discovery, any issue reported outside the reporting time frame is expressly excluded from coverage and, therefore, ineligible for service. Before submitting the claim, our portal requires the information entered to be reviewed and confirmed to ensure it is accurate and complete. If not, the information can be updated. Once the claim is submitted we are unable to make any changes or amendments to it. As such, we apologize to inform you that you will be unable to take any further actions on your claim. Sincerely,

8/2/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

7/10/2023

I purchased a Sofa Dual Recliner from value city furniture on May 9,2020. I noticed my Sofa had Electrical problems a year after purchasing it if you recline it sometime you will have to wait for about 30 minutes to let the recliner down. On January 10,2023 I noticed that the recliner completely stop working I made claim in February someone from warranty Service came out and he said that the motor went out. Then in March I received the motor then sometime in April someone from warranty services came out and the guy said that he can't fix it and someone from warranty services will be contacting me. Then in June I received a text message talking about a settlement claim so I immediately called warranty services, the lady over the phone told me to complete the settlement form then go inside a value city furniture to get an exchange so I completed the settlement form I was under the impression I accept the settlement and also get an exchange for my sofa. I go in side of Value City Furniture and that's when it was explained to me I have to except the settlement or decline, in the text message didn't have an option to decline the settlement. So I called to speak with a supervisor the customer service rep told me that a supervisor wasn't available. She can put in a request back for a supervisor to give me a call within 48 hours. It has been 48 hours and no supervisor has given me a call back. Also I told the rep I didn't want a cash settlement I want a replacement. She told me NO. Resolution Sought I will like a replacement of my Sofa, and store credit for the stress I've been through. Value City wasn't the issue it was the warranty company.

Company Response

7/20/2023

Dear Ms. Irvine, We have taken the opportunity to review the claim and information provided. Our records show a claim was filed on the Sofa dual recliner for the usb not working and a recliner not functioning properly. A service Technician was dispatched by our Warranty Service to inspect and repair the damages, upon inspecting the item the Technician advised to complete repairs, parts would need to be ordered. Parts were received and installed on 03/23/23 repairing the Sofa back up to standards. Warranty Service received a call on 04/22/23 advising the repairs became undone and the Sofa was not functioning properly again. A service Technician was dispatched by our Warranty Service to inspect and repair the damages, upon inspecting the item the Technician advised it was the same problem as before and parts would be required for repair. As a result, Warranty Service emailed you a resolution offer on 06/12/2023. The offer to resolve the claim was accepted the next day 06/13/2023 through the online portal. We have searched our call records and are unable to find a call made to Warranty Service on 06/12 or 06/13 inquiring about the offer. When reviewing the cash offer online it provides the option to reject the offer and gives additional details on the reselection process. Warranty Service needed to verify contact information before the chek could be issued and mailed, communication by email was sent on 06/21, 06/23 and 06/27, asking to verify this information, no response was received. We show on 07/03 Warranty Service received a call requesting more information on the settlement offer and requesting to get the item replaced instead. As the information needed to mail the check was not received and the check was not issued nor mailed. We have now canceled the settlement offer and issued a full replacement authorization on the Sofa Dual recliner. The replacement authorization was sent to your original store of purchase to replace the Sofa with merchandise of equal or lesser value to the original Sofa at no extra charge to you. Please contact your original store of purchase for further assistance with the replacement. Sincerely,

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