Rothman Furniture Stores Inc

Ms. [redacted] purchased this recliner with a 5 year Protection Plan from Montage.  It is not a Rothman Warranty, and all of our customers receive all of the Montage paperwork including what is covered as well as what is not covered at the time of purchase.  This is an extra protection plan...

that is offered but not required.  I have attached the Montage Protection Plan agreement which clearly states all that is covered as well as what is not covered.  We do stand behind the quality of the furniture we sell, with that being said each manufacturer is different as is each home that furniture is placed in is different.  The amount of use as well as the placement of furniture in a home can make the longevity of each item vary drastically.  Montage is covering the inspection from the service man that was sent out to the customers home for inspection as well as the motor that is being replaced along with the installation of the new motor.  Unfortunately as it is clearly stated in the Protection Plan agreement normal wear and tear of the fabric is not covered.  I have also attached a photo showing that the material used on this chair is a "leather like" material, and not leather.  We have made sure that Montage has honored and covered everything in the protection plan that should be covered.  Please feel free to reach out to me with any further questions. Thank you, [redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
We are truly sorry for this customer's wait for parts from the Manufacturer. We do have commitment from the manufacturer (who did not include headboard brackets in the box)that we will have the parts in hand so that we can resolve this...

situation for them by Friday, October 30th. The consumer has made an appointment to allow us to install them on this date.

Initial Business Response /* (1000, 5, 2015/07/04) */
We believe that we can assist this customer in completing this purchase. The few tables we had left on hand were given to customers who had paid in full before this consumer. We were unable to reach her by phone to give her the opportunity to...

purchase one of the remaining floor models, and sent her a letter. By the time she responded, other customers had taken the remaining floor models.
Our Manager of the store has tried calling this customer back and we are sorry if for some reason she does not think the Manager of the store has tried to call her back.
Again, our Regional Sales Manager, [redacted], has been trying to reach this customer daily by phone at the number provided to the Revdex.com since receiving this complaint, and the consumer is not returning our calls.
We can very easily rectify this problem if the customer will contact us or come back into the store. We certainly want to help!
Our Regional Sales Manager can be reached at XXX-XXX-XXXX, extension [redacted] He travels daily, but the consumer can give him a date and time to call them or, come into the store and speak to the Store Manager.

Complaint: [redacted]
I am rejecting this response because: their salesperson misrepresented the terms of the extended warranty.  Myself nor my husband have cause the small staples sticking out of the sofa into the wood to come apart and for them to suggest something we have done caused this is an insult.  I was offered to take the furniture to them for 7-10 days for repairs and I have no means of doing so.  I was offered the name of a service technician to pay for myself, but I was not offered for them to arrange a round trip pick up of my items for $89.  Regardless, I will not pay Rothman to repair the furniture.  They should fix it because it is poorly made and this should not be happening.  I will never do business with them again and I will be sure that everyone I know is aware of the cheap quality of the furniture they sale.  I have submitted a request for a refund of the useless warranty.  May be great for people with children who rip, cut tear and stain furniture, but that is not my household.  We sit on our sofa and love seat occasionally and nothing more.  The audacity!   I have included a photo.  
Sincerely,
[redacted]