Update by user Aug 28, 2018 The company offered to refund the purchase price of the furniture care plan. I accepted. Thank you to this website and the BBB, as I don't think they would've resolved my issue without being able to make these reports :) Original review posted by user Jul 27, 2018 Furniture Care Protection Plan Experience, Purchased through Mor Furniture, Kent, WA My husband and I went to Mor Furniture and purchased a dining room table and 8 chairs and a sectional on 7/3/2017 and bought the 4 year Safeguard Protection through Furniture Care Protection for an additional $170. I made one more purchase to buy a king size bed on 7/17/2017 and was told it would be added to our previous purchase and it would be added to the protection plan as well since it fell within the price range for the amount of furniture we bought (it was not I found out from Shannon later). We were not given or offered a copy of the Furniture Care Protection contract. The table and chairs, sectional and bed were delivered the end of July 2017 to our new home. *Called Furniture Care Protection on 6/14/2018 and spoke to James. I reported that we have multiple areas on our dining room table that were scratched/dented that we’d like repaired. James was kind and enthusiastic and took my report, asked for me to send an email with photos of the table, which I did the same day, and they would contact me soon for service dates. *Emailed James photos of chairs with scratches/dents that we’d like added to get repaired as well on 6/21/2018 *Emailed James to ask for an update on 6/24/2018 *Received a very short call from James on 6/26/2018 letting me know that he was just waiting to hear from the service techs for available dates they can come out. Odd thing was, he didn’t sound like he did before, he sounded hesitant and nervous. *Emailed James a photo of heat damage from a piece of pizza that happened the same day on 6/29/2018 and needed that repaired as well. *Emailed James to ask for an update on 7/12/2018 *Called Furniture Care Protection on 7/17/2018 to find out what was going on. I spoke to Elizabeth and she informed me that the claim was denied due to accumulation of damage and they won’t pay for that. I was upset and I asked why I wasn’t notified of this decision and she didn’t have an answer. I believe she said twice to me ‘You signed the form stating you are to notify us with each incident.’ I asked to speak to her supervisor or manager about this. She checked and told me ‘he’ wasn’t available and ‘he’ would call me back that day or the next. I asked who ‘he’ was and she said his name was Norman. * I called to complain to Mor about this situation on 7/17/2018 and spoke to Shannon. I explained the prior calls to Shannon and she was kind and sympathetic. She did agree with Elizabeth that you literally have to call with every single incident of damage to the Furniture Care Protection company. If we were not informed of that when we purchased the furniture, she apologizes. I told her I don’t recall our salesperson telling that to us specifically, I just remember he explained all the plan covered and agreed it would be worth it to buy. Shannon said that the heat damage from the pizza, since I emailed them the same day it happened, should be covered. She said she would email her contact with the Furniture Care Protection company to see what can be done and she would get back to me. * I received a call on 7/18/2018 from Ethan at Furniture Care Protection, not Norman. I asked him what was going on with this claim and he explained that they were in fact denying the claim due to cumulative damage and they don’t cover that. He said to me at least twice ‘You signed the contract stating you are to notify us with each incident.’ I said that I was not informed of that when we purchased it, but now we know. I complained about the lack of communication from their company about this. I asked what the time frame was if damage happens, when do I need to report it. He said 5 days from the day it happened. I said I spoke to Shannon at Mor and she said that the heat damage should be covered since I reported it the same day it happened and he said it wasn’t going to be, as James added it to the claim for the scratches and I should’ve called to report it that day or the next day. I asked how was I supposed to know to do that and he referred again to me signing the contract. I asked why didn’t James ask me to call and submit a separate claim and Ethan said that wasn’t his job to inform me of the process. I asked why not, he’s the one who works there and knows exactly what the correct process is! I asked why James didn’t tell me that he couldn’t file a claim due to it being cumulative damage when I called initially. Ethan didn’t have an answer. I asked why James called me to inform me that he was waiting for the service techs to come up with service dates if the claim was denied. Ethan didn’t have an answer. I asked Ethan to then submit a separate claim now for the heat damage from the pizza for me and he said HE WASN’T GOING TO MANIPULATE THE SYSTEM FOR ME. I asked how was I manipulating the system when I submitted the photo to James THE SAME DAY IT HAPPENED?!! He said he wasn’t going to do that for me. I then asked to speak to his manager/supervisor. He told me that he would get back to me. I asked for his name and he said Andy. As of 7/26/18, I have not had a return call from Andy or anyone else at the Furniture Care Protection company. * I called Mor back on 7/18/2018 to report to Shannon that I had the conversation with Ethan. She said that she received an email back from her contact at Furniture Care Protection and said that they wouldn’t be able to do anything for me, including the heat damage. They consider the table having ‘pre-existing damage’ and cannot repair the heat damage without having to repair the scratches around it, so they are denying that claim. I asked her if we called with each scratch/dent as instructed, they will just deny the claim due to pre-existing damage correct? Shannon said yes. I asked what good was the Furniture Care Protection if they will deny each claim from here on out? She offered to refund part of the money paid for the protection plan. I said to her we have a damaged table that will never be fixed, past damage or future damage. I asked instead of a refund, we would like to have a new table. She said she would speak to her managers and get back to me as soon as she had an answer. *Shannon called back on 7/21/18 to let me know that we would be able to have a new table at cost. She made notes in my account and I would need to come in to order it if I was not financing it through Mor. It would be $132 with tax, additional $30 for delivery no set up, $79 for delivery and set up. She said that I would have 2 weeks to come in to make the purchase. I thanked her for her kindness and willingness to help me through this situation.