Business ProfileforLa-Z-Boy Furniture Galleries

I have been having a recurring issue with one part of a sectional couch I purchased from ******** in ***********. The couch was delivered in June 2022, but one particular part of the couch (the right arm-rest corner recliner) had issues before the initial one-year warranty was up. On May 31, 2023 I contacted ************************* (not *********** directly) because that recliner was not staying closed. It turned out that the spring had come off the recliner and, because it was under the warranty, they would send someone out to fix it. I did not pay anything for that initial visit in June of 2023. Then, in September of 2023 (four months later) the same exact issue happened to the same exact part of the couch. I contacted ******** again, who agreed that it was the same issue as before and they would send a technician to fix it without cost since it clearly had not be fixed the first time. Now, in December 2023 (three months after the last "fix") the same exact issue happened again. This time, I spoke to customer service on Wednesday December 27, 2023 and they indicated that there would now be a fee associated with the fix. They acknowledged that the last service technician indicated in their notes from September that there may be a need to order a new mechanism, indicating that this was a continuous problem that could be traced back to the previous two issues (which started before the warranty was up). After talking with a representative on the phone for over 35 minutes, the best they said they could do was waive the $13.99 handling fee and discount the $160/hour service charge to $80/hour. I find this to be unacceptable, as this is an issue that they never properly fixed going back to May, when the couch was still under full warranty. All I want is for the couch to be fixed, as it should have been back in May, without the $80/hour "discounted" labor fee.