Complaints

This profile includes complaints for Furniture Care Protection, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Furniture Care Protection, Inc.

  5800 NW 135th St Oklahoma City, OK 73142-5938

  
• 

  Furniture Care Protection, Inc.

  609 Kelly AVE. Suite E-8 Edmond, OK 73003

  

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:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 or about March 20th, 2025, I contacted Furniture Care Protection to file a claim on the furniture that I purchased from *** furniture in 2023. I called to file a claim on my dresser and nightstand. The paint had "melted" or shifted on the dresser. I spent about 15 minutes on the phone with the agent going over the problem in detail. He assured me that the problems I was having was covered. March 28th at 1:44pm I received the following email We have sent an exchange approval to the stores customer service to exchange out the DRESSER.We are approving a even exchange for the exact same item you reported. The old furniture will need to be returned to the store when receiving the new furniture. You can make these arrangements with the store you purchased from. This option does fulfill the warranty agreement for that item (s), as well. The warranty does not transfer to the new furniture. You are not required to purchase warranty on the new items, either. The store should reach out to you in 3-5 business days to set this up. If you have not heard from them in that time, please give us a call at ************. ******** **** Waiting on Customer Decision *********************************** P ************ March 31st I contacted *** to let them know I would be delivering the dresser and nightstand to get replaced. I needed to know if I could pick up the items the same day as I have a uhaul. *** said the claim was cancelled, and they would not replace the items. I emailed ******** but he NEVER RESPONDED. I contacted Furniture Care Protection 2 days in a row, was told there was no one available to help me. I asked for a call back and never received one. Finally, I got through to someone who told me the email I received was an accident and the damage to my dresser and nightstand was my fault. I was understandably livid. No only because my claim was approved but because I got a uhual for nothing. They should have to honor their word. I paid a lot of money for this.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out.  I apologize for the mistake and confusion we caused.  ************** team will reach out to the consumer and coordinate the replacement of the dresser and nightstand.

   

  Thanks

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me in the event that MOR furniture reaches out to finalize this agreement.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/10/2025

  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 believe this warranty is a scam. I submitted photos of damage to a dining room table. I have only owned the table for a little over a year and just finished paying it off. We hardly use the table because we sit at our counter. I noticed the paint came off in the center of the table and at the edge. Both were in the same week. I called the same day I saw this and my claim was denied due to "extensive" damage. That is fraud to me because you buy warranty to cover damage and when that damage won't be covered due to fine print then they are scamming customers. Also **** ****** was extremely rude, horrible customer service, very short, did not want to explain anything to me or help me. She said she was a manager but that is not the behavior of a manager. I am very upset I worked very hard to be able to afford this table. When we bought our house we went a whole year eating off a fold up table. I worked really hard to finally be able to afford this table just for the paint to come off in a year made me very sad and upset.

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this to my attention.  I will have my department manager contact the consumer today to work on a resolution.

  Thanks,

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchase a service agreement with furniture care protection. We requested for a service call on the furniture for a squeak in a chair. We decided since we are in need of a service call to inspect the furniture for any other service issues. We found that was a surprise to us three additional flaws with the fabric on the furniture that we also submitted. They refused the claims on the three fabric issues.Attached is a picture of what is covered under the agreement that is accidental puncture, tear or rip. We feel we were cheated on the $500 agreement. They claim it doesn't meet the terms of a single incident. We also were told we have to deal with the squeak issue.

  

  Business Response

  Date: 04/03/2025

  We will reach out to the consumer and order the appropriate parts for repair. 

   

  Thanks,

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased our couch from ******* ***** in the summer of 2021. We purchased a 4 year warranty from this company. A little over a a year later, the electrical to recline the couch on the right side stopped working. Over the last two and a half years, we have filed 5 or 6 claims to have them come out and fix the problem. The come out, claim to "fix" it by connecting a loose wire, the electrical works for a short period of time and then stops working again. I have requested that they either replace the electrical system on that side or replace the entire frame for the couch. They have done neither. At this point, our warranty will expire in a few months and I have just filed another claim to have the right side looked at because again, the electrical for the right side is not working and we cannot recline that side of the couch. Also, as a side note, there are USB connectors on the arms of the couch and even though they "fix" the reclining portion of the couch, it will not charge anything that is plugged into that side of the couch.

  

  Business Response

  Date: 04/03/2025

  We are not aware of the current issue.  We will reach out to the consumer and work toward a resolution.

   

  Thanks,

  Customer Answer

  Date: 04/04/2025

   
  Complaint: ********
  
  I am rejecting this response because they are very aware of the issue.   Multiple complaints have been filed over the past two years for the same issue.   I talked with a representative for the company yesterday and they are setting someone up to come out and look at the couch.   I reiterated to her again that I want a new frame for the couch due to the numerous issues with the same side of the couch.   I am waiting to hear back from them re whether or not they will be replacing the frame or the couch entirely. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/16/2025

  We have authorized a replacement of this sofa on 4/8/2025.

   

  Thanks,

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 new couch from ***** furniture last year. I purchased the additional warranty that I was told would cover everything even damage from my pets (whole reason I purchased extra coverage). Fast forward to a year later and I had a few damages I wanted repaired. I filed a claim with furniture care protection which resulted in a denial for a number of reasons. Not once after purchasing this warranty was I ever sent any type of agreement that stated any terms or conditions of getting my furniture replaced. Yet, when I needed to submit a claim they have an entire list of denial reasons etc. This information should be provided up front and companies should not tell consumers that everything will be covered when this isn't true.

  

  Business Response

  Date: 04/03/2025

  We contacted the consumer and approved reselection.

   

  Thanks,

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/19/2025

  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 furiture with a protection plan sold to me being told it would repair or replace my furniture. Filed a claim and they say the parts are unavailable and there is no replacement. They want to refund a prorated amount for the warranty which is covering nothing. Knowing that they took my money and are unable to repair or replace my furniture means they are taking my money for nothing. This is truely a scam

  

  Business Response

  Date: 03/26/2025

  Unfortunately, the parts and the product are no longer available to repair or replace.  We offered the consumer a full in-store credit for the amount of original purchase, or a prorated credit to keep asis.  

  Thanks,

  Customer Answer

  Date: 03/27/2025

   
  Complaint: ********
  
  I am rejecting this response because: You provided no service and yet want to keep all or part of the money for for a service you are unable to do. Many complain about your business always having an excuse to not perform the service you sell. I feel like Ive been scammed as many others have. I want a full refund of the service contract since nothing has been done by your company. You are selling a service you cannot perform. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/03/2025

  We have attempted to contact the consumer numerous times to offer options since the part that is needed is unavailable from the factory.  We will be more than happy to refund the warranty and that will cancel the service agreement.

   

  Thanks,

  Customer Answer

  Date: 04/04/2025

   
  Complaint: ********
  
  I am rejecting this response because: The optioned offered are horrible. It sounds like they have excuses for everything and the details of their warranty are not part of the selling process. They like to scam people into buying a useless warranty and have plenty of excuses to get out of it. This company does not follow decent business practices. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/18/2025

  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.

  We purchased a sectional sofa from Furniture City and bought the furniture protection plan that came along with it. As you can see from the pictures, they used poor fabric when manufacturing the sofa. The fabric is separating on multiple seems, has worn off in areas, and the stitching is coming loose. I filed a claim with all the supporting documents that they requested only to be told that since I filed a claim about more than one area that my entire claim is being denied. I told them I would go back and enter each claim individually but they said that I cannot do that and that I'm required to fix everything myself now. Basically, I purchased a protection plan that offers no protection. They are fraudulently taking people's money and not backing up their products.

  

  Business Response

  Date: 03/26/2025

  The consumer reports the following issues when filling the claim. peeling of the sofa armrest, pillow, and both seats.  Loveseat- peeling on both seats and console.  Customer also reported seam seperation on the loveseat which is not covered under out warranty.  This consumer was denied for accumulation. 

• Initial Complaint

  Date:03/04/2025

  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 submitted a claim 05/2024 I have been calling every month or week to get an update I have emails asking for update's no one has fixed or replace the vanity damage and just about 3 weeks ago my kids bed frame rail broke while they were laying down and I called to make a claim, I have also called every other day for updates and every time they ask for more picture and no one is fixing anything. I spoke to some one today just to find out bother because the technician has no update they closed the case but they will open it once the technician calls them!!! I payed for insurance and every time I call they promise me they will call me back with an update, and nothing!!! My kids cant use their beds the vanitys glass and drawer are broken and no one is helping. The previous person that I spoke to hung up on me. I just need them to replace or fix the damages

  

  Business Response

  Date: 03/13/2025

  Sorry for the delay, we are contacting the consumer today to work on replacement options.

• Initial Complaint

  Date:03/03/2025

  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 the extend warrenty plan with ******* ***** for my new couch. Below is the link for the protection plan. Based on the plan and the sales person, all pet scraches and stains will be covered. However, when i file claim. It is denied because they think the damage was caused by "multiple incident" and refused to move forward or do anything with my claim. First of all, no where on the website nor document states that only single incident will be covered. Based on the website, it basically said that pet stains and scraches will be covered. Also, I do not agree their defination of "single incident". I usually do not leave my pets alone at home for over 8 hours. However, there is one day that my plan got delayed and my pets went a little crazy at home. When I get home, someone vomit on the couch and left scraches. I do not agree that since I have both scrach and vomit stain at the same time, then it will be count for multiple incident. There is no way you control your pet to leave only ONE DAMAGE to the couch at one time. After checking the review, i found more people are having the same problem and this extend warrenty plan is a total scam. This company needs to make things right or stop Scamming people. ****************************************************************************************************************************************************

  

  Business Response

  Date: 03/13/2025

  The consumer was denied for pet damage to the left arm and seat of the chaise.  Out policy does not cover pet damage.  We do cover human and pet bodily fluids and will reach out to the consumer to schedule a technician to address the vomit.

   

  Thanks,

• Initial Complaint

  Date:03/03/2025

  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 new furniture on 1/23/23 and received it on 1/29/23 at ************* in ******, ** on ***********. We purchased the Platinum Advantage 4year program which is through Furniture Care Protection. Our sales guy, **** ******, sold us hard on this plan. Said its the only way to go with this type of furniture. We have never done that before and I am disabled, I spend much of my time on the couch so we thought it may be a good idea. He told us everything it covered and that if they cannot fix it within a reasonable timeframe or if they do not have the parts, they would replace with something similar. I am now going on 8months with no working furniture. Our loveseat have no power cord so it does not work and the large sofa does not recline correctly. This all happened in the spring of 2024, just over only one year of having the furniture. In September 2024, I filed a claim to get it fixed it took till almost the end of October before they even had someone come out to look at the furniture. The first appointment they scheduled, he didnt show, then I couldnt even get in touch with the company they werent answering the phone or email. I went into the ****** store, I was yelled at by an employee behind the counter, who they told me was fired. Due to my condition it is really hard for me to deal with confrontation so I left with no answers and crying. They finally scheduled another appointment and in October they ordered parts that they said would take 12-16weeks? I waited 4months, had no furniture that whole time and couldnt even have family for the holidays. Now they are telling me it will be another 3-4months I would like my money back or replacement furniture as they promised. Due to my disability, I cannot go that long without furniture.. it is literally 2yrs old, we are still making payments, and it has only been usable for a year.

  

  Business Response

  Date: 03/13/2025

  I apologize for the delay in parts,  We are at the mercy of the manufacturer overseas.  We will contact the consumer and issue replacement.

   

  Thanks,