Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Fortegra insurance through Rooms To Go, believing it would cover accidental damage or repairs for my furniture. Unfortunately, this has been a complete scam. When I submitted a claim for a repair, they denied it outright, coming up with excuses to avoid taking responsibility. It’s clear they have no intention of honoring the insurance policy that I paid for in good faith. Their customer service is unhelpful, and the entire process feels like a waste of time and money. I strongly advise others to stay away from Fortegra and not fall for this misleading insurance offer. Save your money and look elsewhere for a legitimate coverage plan!

  Business Response

  Date: 12/10/2024

  Please see the attached response

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  fortegra denied my claim telling me that the defect on the mattress is not covered.However this is the second mattress that I have this problem with. the first one was exchanged and by Mattress Firm because is was still under the trial period and Fortegra instructed me to file with the seller. This mattress has the same defect as the first one wish is obviously a manufacturers defect yet they claim it is not, the pictures included will dispute their conclusion. please help me resolve this issue. Thanks

  Business Response

  Date: 10/25/2024

  *****,

   

  After reviewing the denial of this claim, we feel its necessary to request an in-home inspection of the mattress before we deliver a final determination.

   

  Please advise *** **** to expect a call from Mattress firm to set up an inspection appointment.

   

  Thank you,

  Business Response

  Date: 11/13/2024

   *****,

  We received the inspection report today and I wanted to submit our response, but customers complaint has been closed out.  

  I am attaching it above.  Please let me know if I can assist any further.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had gotten my couch replaced in Jan of 2023 thru the Rooms to go 1 year manufactures warranty. It had the pumps fail within one year. This new couch had a problem. There are gaps in between the cushions. I decided to let it go in the beginning but over time they have gotten worse. Now you can see straight thru the couch to the floor. I contacted RTG in May and a tech came out and said that it was a manufacturers defect. I waited and waited to see what was going to happen. I then call them after haven’t hearing anything for a couple months and they said it would have to go thru Fortegra warranties. So I called them and they sent another tech out and this guy said he will see what they can do. So after waiting a couple to see what they were going to do they say now since the Cushions aren’t covered under warranty the claim has failed. If a RTG tech already said it was a manufactures defect and the Fortegra rep ALSO said it was a manufactures defect when why isn’t Fortegra not covering the issue?? It looks horrible with a big gap in the middle of the couch. It’s not right for there to be a manufacturers defect and this warranty company won’t fix or replace the couch. It doesn’t not make any sense and IS NOT RIGHT

  Business Response

  Date: 10/21/2024

  Please see the attached response.

  Customer Answer

  Date: 10/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  First I don’t understand how something like this is not covered.  This has to be some kind of installation error or framing issue or some thing cause the cushions are not worn as you can see in the picture.  The RTG tech said it was a manufactures error.  So how does this get resolved?  I first noticed the gap when I first got the new couch and as well in the picture you can see the bottom cushions are moved more to the right and don’t align with the top cushions. I would gladly talk to RTG cause how can something like this not get covered under your warranty or RTG manufacturers warranty?? The first couch I had the pumps went out on one side so that is why I got this replacement couch.  I got the new couch in January 24’ just as the manufacturers warranty expired.  So how can this new couch which has manufacturers defects not be covered by anything your warranty or RTG??  The first couch I had did not have this problem.  I need someone to look at the couch again for installation errors or framing or something cause the first couch I had was not like this.  

  Regards,

  ******* ****

  Business Response

  Date: 10/22/2024

  Please see the attached response.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the insurance for an adjustable base. The base keeps going down on it own. I called and they sent a technician which found nothing wrong with the base. He came in took the bed off and laid in the base itself. Nothing happened. Claim was denied. It doesn’t make sense to take the bed off and place a man who can’t be no more than 130 lbs on compared to 2 people over 300 lbs and a mattress that has to weigh at least 100 lbs. Mattress firm attempted to resolve the issue after speaking to a manager but the claim was denied. Now the protection plan is no longer valid and I don’t have a working base. I need help.

  Business Response

  Date: 10/22/2024

  Please see the attached response

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment and dissatisfaction with the sectional couch I purchased from Rooms To Go in 2020 (Order: ********, Total: $2049.65), along with an extended warranty from a third-party company, Fortegra 4warranty. Unfortunately, within the first year of ownership, I noticed factory defects and significant discoloration with the couch. I promptly contacted customer service and was directed to Fortegra for assistance. While technicians were dispatched to inspect the couch, their reports concluded that there were no defects, despite the visible issues I had raised. Unfortunately, since that time, the couch's condition has deteriorated further, with the structure falling apart and the leather peeling completely. I understand that the warranty has now expired. However, I would like to emphasize that I made multiple attempts to resolve these defects while the couch was still under warranty. A review of my call history will show that I acted within the warranty period, but my concerns were dismissed by Fortegra at the time. The current state of the couch clearly indicates that there were underlying issues that were not properly addressed during the initial technician visits. Despite reaching out to Fortegra again, I was informed that nothing further could be done. I am extremely dissatisfied with how this matter has been handled. Given the poor quality of the product and the lack of appropriate action taken during the warranty period, I am requesting a resolution, whether it be through a repair, replacement, or a partial refund. Please respond at your earliest convenience to discuss how we can resolve this situation. I appreciate your prompt attention to this matter and look forward to hearing from you soon. Sincerely, ****** ****** ************ Order: ********

  Business Response

  Date: 09/27/2024

  Please see the attached response above.

  Customer Answer

  Date: 10/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  10-01-2024
  ****** ******
  **** *********** ******
  ****** ***** ******* *****

  
  RE: BBB ID Number: ********
  Contract Holder: ****** ******
  Certificate Number: ********
  Effective Date: November 11, 2020
  Claim Numbers: ******** ******** *******
  

  Dear *** ********

  
  I would like to formally express my disagreement with the handling of my claims for the following reasons:
  1.  Discoloration Issue: It did not take long after purchasing the couch for me to notice that the fabric was discoloring. I promptly contacted Fortegra Warranty within the coverage window to address this issue, yet my claims were repeatedly denied. The discoloration was clearly evident and was reported while the warranty was still active.
  2.  Frame Issue: Similarly, it became apparent that there was an issue with the frame. Upon inspection, I noticed that one of the legs was missing, causing the couch to sink whenever someone sat on it. This issue was also reported to Fortegra in a timely manner. The issue was clearly evident and was reported while the warranty was still active
  3.  Warranty Coverage Confusion: When I purchased the couch from Rooms To Go, the sales representative explicitly stated that the warranty would cover all issues without exceptions. Based on this assurance, I was confident that all problems, including discoloration and structural issues, would be addressed under the warranty. Additionally, I verified this information on the Rooms To Go website, which corroborated what the representative had told me. Now, I am being informed that certain issues, such as discoloration, are not covered. This discrepancy between what was communicated at the time of purchase and the current stance is both misleading and frustrating.
  4.  Rooms To Go Warranty and Fortegra Warranty: The couch was originally covered by Rooms To Go's one-year warranty, after which the 36-month Fortegra Warranty took effect. All of the issues I reported were within this extended coverage period, and I expected that the warranty would provide the promised support. I believe that the denial of my claims is unjust, and I strongly urge you to reconsider them based on the original understanding of the warranty's coverage.
  
  Thank you for your time and attention to this matter.
  Sincerely,
  ****** ******
  

   

  Regards,

  ****** ******

  Business Response

  Date: 10/02/2024

  Please see the attached rebuttal response.

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I would like to respectfully disagree with the statement provided by the company in their prior correspondence, as they have never truly addressed the issues regarding the discoloration and frame of my couch. While they have sent technicians to my house multiple times, each claim has been denied without resolution.
  
  I have been going back and forth with Fortegra since my first complaint, yet nothing has been solved. Every claim I have submitted has been denied, and it seems that this pattern is continuing. The couch was a significant investment for me, and if the company had shown compassion and willingness to help, I believe the couch could have been saved.
  
  Additionally, I have taken photos of the couch to support my claims, but I have encountered technical difficulties with uploading them on the website. I am happy to provide these pictures through another means if that would help move this process forward.
  
  I kindly ask for a reconsideration of my claims, as I hope to find a fair resolution to this ongoing issue.
  
  Thank you for your attention to this matter.

   

  Regards,

  ****** ******

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/18/2021, I purchased a Childrens bedroom set from RoomtoGo and paid $250 for the Fortegra furniture Insurance. On 6/12/2024, I filed a claim on two drawers and a left bed rail, the Company sent out a technician who stated he would submit the information and would be ordering two drawers. I never heard back from Fortegra Claims, I contacted them on 9/19 and spoke with ******** who stated they could not honor their warranty because the pitures they received look more like scratches. I am requesting that they repair or replace my dresser or refund my money.

  Business Response

  Date: 09/25/2024

  Please see the attached response above.

  Customer Answer

  Date: 10/03/2024

  I do not agree with the companies response, Frrtega stated what their warranty does not cover but the brochure that was given to me by Room 2 Go did not have those specific disclosure on it.  I still think Fortegra should repair or replace my draweres on the dresser, it does not matter how long it took me to file a claim, the markings on the drawers are NOT scracthces and shoudd be covered.  When I spoke with the claim representative she reviewed the pictures and stated they would repair them but nowthey are refusing to replace the drawers as originally stated.

  Business Response

  Date: 10/21/2024

  Hey *****,

   

  I am not sure where the ball dropped on *** ******** repair / replacement.

   

  I have followed up with our team and the RTG team.  RTG said they have the approval but has not processed it. 

  My team sent over another request to process and for it to be expedited.

   

  I am sorry *** ****** has waited this long.

   

  ~*********

   

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a three year furniture warranty with my furniture from Rooms To Go when calling to file a claim when they sold it to me in the store oh, you can get guarded it covers all and anything that may happen to your furniture and now when you file a claim they don’t even want to help you use it’s because of this so it’s cause of that Not wanting to help you and get your furniture taken care of they just got my money and I can’t even use the warranty

  Business Response

  Date: 09/26/2024

  Please see the attached response above.

• Initial Complaint

  Date:08/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this furniture insurance from a business I bought a furniture set from around 3/2023. The furniture sat in an empty house until we moved to the state in 6/2023. I noticed a separation in the dust cover under the seat cushion, in the seam of the arm and the cushioning on the arm chair was shifting. No one really sits on this chair, so I filed a claim through Fortegras claim website. I was asked to send pictures of the tears. I was sent a link to schedule a tech to come and look at the furniture. The tech was a no show/no call the first scheduled appointment. The tech then called me the next day (after I called Fortegra twice to get my info corrected and add an additional phone number). The tech called the next day and asked me to send him pics and he did his assessment over the phone. He said he would order the parts and we would reschedule to fix. After not hearing back, I called and was told my claim was denied, even thought the tech never came and said otherwise. I called Fortegra back and after having to speak to a supervisor, they closed the first claim and opened a second. I also asked not to send the same tech. They tried to schedule the same tech and asked me to submit pics for the new claim. Today I received an email saying my claim is not covered even though the contact says manufactured defects as well as accident damages were covered. My claim was denied the second time after submitting the same pics that approved a service visit from the first claim. My second claim was denied after I requested a different tech to service my defective product.

  Business Response

  Date: 09/11/2024

  Please see attached response

  Customer Answer

  Date: 09/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ***** ****

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Fortegra about an insurance claim at the beginning of 2024. They had a service rep come out to our house and take photos of the damaged couch that clearly has springs pushing against the back of it form the inside which is structural problem which is covered under warranty. We also had some light scratches and small places where the leather was pulling off. We watched the service rep take photos of the damage as we already had all of the damaged areas marked with tape when the service rep got here, He even stated "you did part of my job for me". Foregra denied our claim stating that nothing was covered under warranty. They would also not send me a copy of the report and proceeded to tell me that nothing was in the report about the springs. I got a law firm to write them a letter. Fortegra replied with false statements in there letter. Stating that i reached out last year about this claim and other information that was not accurate about this claim. We then proceeded with another reply from the law firm that we have since not heard back from them about. I am simply wanting them to get the correct information on my claim so that they can process it correctly and pay it out.

  Business Response

  Date: 08/27/2024

  Please see the attached response.

  Customer Answer

  Date: 08/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: You are liars and do not have the correct information! The letter you just sent in the same letter you sent our lawfirm that we replied to again but never got another response from you!  Your letter is FULL of false information.  HOW IN THE WORLD ARE WE GOING TO PURCHASE AN EXTENDED SERVICE AGREEMENT ALMOST 2 YEARS AFTER WE BOUGHT THE COUCH AND HOW ARE WE GOING TO FILE A CLAIM ON IT THE SAME DAY THAT WE PURCHASED IT ACCORDING TO YOUR RECORDS! THIS IS NOT CORRECT INFORMATION AND ITS SO CLEAR TO US THAT YOU DONT HAVE YOUR FACTS STRAIGHT. I am assuming that you have the correct purchase date for when we bought our couch but someone looking at this information cant clearly see that it does not add up is very scary. 

  Next, very clearly in our complaint we talk about scratches and also the frame pressing up against the material causeing a "protruding" look to the couch. I STOOD THERE AND WATCHED THE TECHNICIAN THAT WAS SENT OUT TO OUR HOUSE TAKE PHOTOS OF THE PROTRUDING SPOTS ON THE COUCH! LITERALLY SAW THEM ON HIS IPAD! SO ONCE AGAIN YOU ARE A LIAR! He clearly took photos of the correct damage. 

  Finally, THERE WAS NOT REPAIR DONE AT ALL BY THE TECHNICIAN. NOT ON SCRATCHES OR ANYTHING ELSE. He came in our house, took photos of the damage that we already had blue tap by for him so that he would not miss anything, and then he left. 

  So can you please explain to us why you keep giving us an explanation that is not truthful? If I need to attached both letters from our law firm i can but they should already have copies of them. 

  BBB I hope that you can see my above responses and see that this should be very concerning that a company of this size does not have the correct procedures put into place to be able to know what the correct information is about peoples files. And then for them to say that this is correct info when it is not is very very concerning. Once again this is my second time telling them all of this as we have already sent them out a letter from our law firm about this. 

   

  Regards,

  ****** *** ******* *****

  Business Response

  Date: 08/30/2024

  Please see the attached response.

  Customer Answer

  Date: 08/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  That is not the only mistake you have made. You also never replied to our legal letter stating that the date was incorrect. You are crooks. We paid for a service agreement and our couch clearly has structural damage that we mentioned in the first time we called in about the problem. We watched your technician that you sent out to our house take photos of the damage yet you say you have nothing in the report about it. 

  We would like for you to honor your agreement that we signed that does cover structural damages.  We would like a new couch. That can be a replacement one of the one we have or you can give us what we paid for it on a gift card to buy another one with. 

  Regards,

  ****** *** ******* *****

  Business Response

  Date: 09/10/2024

  Please see the attached response

  Customer Answer

  Date: 09/16/2024

  this has not be resolved. They are liars. Im planing on getting my lawfirm to reply with photos of the actual damage that i watched their rep take photos of. 

  Customer Answer

  Date: 09/18/2024

  Well absolutely upload them here for you to see! Thank you! 

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** filed a claim in February to have two back cushions replaced. I spoke with several people and sent pictures in so they understood where on the couch they were located. I was sent the wrong cushion (the cushion you sit on, which I told them plenty of times its not that cushion). I called telling them they sent me the wrong cushion. Its now the end of May and no one has gotten back to be despite me calling several times over the course of these past months. They say its Rooms to Go and Rooms to Go says 4Warranty needs to approve the pieces, its always a back and forth. I do NOT recommend buying the insurance for your Rooms to Go furniture.

  Business Response

  Date: 06/03/2024

  We have been in contact with RTG about the appropriate cushions. 4W advised RTG twice in early April that the correct cushions needed to be ordered and sent to the customer. 4W does not handle the ordering of parts only that it has authorized the replacement. RTG is responsible for ordering and coordinating the delivery. 4W has spoken with RTG to reorder the appropriate cushions and ship it to ************. Depending on its availability with the manufacturer, which 4W does not manage, it could take 5-7 business days if in stock. If not in stock it can take up to 30 days.
  
  We have been trying to get a definitive timeline from RTG but have not been successful.