Call Kurtis: Warranty Says I’m Covered, But Also Says I’m Not
FAIR OAKS (CBS13) — Sean Larsson spent a lot of money on the warranty for his couch — $200 for five years coverage. But when he said the company refused to honor it, he called Kurtis.
Larsson said having a place to relax is important in his home, but he keeps noticing cracks on the vinyl of his three-year-old couch.
“This one’s progressively gotten bigger and bigger,” he told a Call Kurtis producer as he showed the vinyl edges of his leather couch.
Larsson said the company behind the plan, Protection 1st, denied his claim saying it was normal wear and tear.
“It’s pretty much, ‘Pound sand. It’s not our problem,’” he said.
But he points to a part of his contract which reads “cracking, bubbling or peeling of finish caused by a specific incident is covered.”
Then again, in another part of the contract, he noticed similar wording: “Wear related repairs” are not covered, including if it involves “cracking” and “peeling” on any leather or vinyl.
“I’m sure there are many, many people out there who are just as frustrated,” he said. “And that’s why I made the effort to Call Kurtis.”
Consumer attorney Robert Buccola read the contract, and said it’s confusing.
“They’re not making a promise here,” he told Call Kurtis.
He zeroed in on a section that reads, “… we will repair the covered product, at Our discretion.”
“Whoever drafted this for the company gave them every out and made it virtually impossible for the consumer to contest any disagreement,” he said.
We reached out to Protection 1st’s parent company Montage, which actually admitted the warranty is confusing.
“We are not happy, and we are in discussions with our underwriter,” said owner Alan Salmon. “Frankly, we don’t have a leg to stand on in denying [Larsson] coverage.”
And with that, the company agreed to make it right, arranging for another couch to be delivered, which fulfilled the warranty.
A lot of warranties say if you accept replacement, they don’t have to continue that warranty coverage. Larsson’s new couch is not under any warranty.
“[I'm] elated, because they did what they said they would do,” Larsson said.