La-Z-Boy Furniture Galleries - Lexington

"I am Carolyn Williams, Director of customer Service, Tipperary Sales. Inc. d/b/a La-Z-Boy Furniture Galleries. We recently received your complaint from our customer Member. Member purchased a sofa, loveseat and rug from our Lexington gallery. The furniture was delivered on April 16th, 2010. Along with the furniture Member also purchased an Ultra Shield Lifetime Fabric Protection Plan for her sofa and loveseat. The fabric protection that was purchased covers stains from food and beverage normally consumed by humans, stains from human and pet bodily fluids, vomit, which qualifies for cleaning services only, and puncture, cuts, rips, tears and cigarette burns from a specific incident and also stains from mold and mildew. At the time of purchase each customer is given paperwork which clearly outlines their protection plan service agreement. Each piece of furniture also has a hang tag with a sticker on it (photo attached) that provides the name of the fabric protection company and the 800 number to contact them. The protection plan is not a cleaning or maintenance contract, insurance policy or the original manufacturer warranty. It only covers accidental damage from normal household use. The protection plan service agreement clearly outlines the requirement for terms of service, the requirements for requesting service, what is covered and the service procedures. The customer also can contact any of our galleries as well as our service department for assistance with general questions regarding their protection plan. Ultra Shield also offers a website that has additional information when a customer has questions or concerns. Ultra Shield’s warranty clearly states that the fabric stain should be blotted with a clean dry cloth. If the stain persists the customer is then to contact Ultra Shield before attempting any further cleaning. Regarding Member’s specific claim we were not notified that she did not receive her paperwork for her Ultra Shield Protection Plan, as she stated it her feedback to Angie’s List. Had we been made aware of this, we would have helped her obtain whatever paperwork she felt was missing. With that said, all of our clients receive our formal ‘Thank you ‘ document (attached) at time of sale, which is stapled to their sales invoice. On that document we also list, as a courtesy, reminders on warranty information contact sources. Ultra Shield leather warranty, fabric warranty (and the furniture care to cover both of those warranties) and our dealer-specific service agreement and guarantee. This single sheet contains enough information to inform Member on how to handle a stain or spill and the number to call to find out what is next needed. Member contacted Ultra Shield via their customer service number on October 4, 2012 at 12:01pm and submitted a claim. Based on the information by her to Ultra Shield she was told that her warranty does not cover odor. She was sent via email a remedy for odor as a courtesy. On the same day, Member contacted our Lexington gallery and spoke with the store manager. He advised her about her warranty and coverage available. Later on October 4th, Member responded via email with Ultra Shield. I have attached a copy of the actual email communication between Member and a customer service representative with Ultra Shield. Ultra Shield has notified us that Member’s warranty is still in effect on both pieces of furniture. Member may contact Ultra Shield at any time regarding any future accidental damage that may occur to her units. In order to clarify the coverage her warranty offers, we have asked Ultra Shield to send Member any additional documentation with regard to her fabric protection plan and warranty. We greatly appreciate Member’s business, and as with all of our customers, we made every attempt to create an exceptional experience. Sincerely, Carolyn Williams Director of Customer Service"