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4.0

We purchased two dining chairs from Living Spaces and also the VIP Protection Plan. When pulling the chair out from the table a leg snapped off.

My first call to Service USA (the company who "provides" the product protection service) had me on hold for over 20 minutes before disconnecting my call. The following day I was able to get a person on the line and began the process of reviewing my claim. The email correspondence says that someone will contact me within a couple of days. After several days passed, I contacted them again, and was assured that someone would review the file and get back to me.

Within two days I received a email letter saying that my review was decided, with the reason being that a "loose joint" was not covered in the plan. I contended that the problem wasn't a loose joint but a broken wooden leg, which is listed as a problem that is covered in the policy. The individual on the phone was condescending, and said that "repetitive use" that caused problems wasn't covered. I contacted Living Spaces directly and they assured me that the broken leg should be covered in the policy as "broken wooden leg" is clearly shown as a covered issue.

They quickly contacted me back to let me know a replacement chair could be picked up. My complaint is not against Living Spaces, but against Service USA.

However, I would think that a company such as Living Spaces would not want to be associated with such a substandard operation as Service USA.

Reason of review: Service USA VIP Protection Policy is UNSATISFACTORY.

Preferred solution: LIVING SPACES should reconsider their relationship with SERVICE USA.

Living Spaces Pros: Warranty personel was friendly and efficient.

Living Spaces Cons: Vip protection plan was useless dishonest unsatisfactory.

Location: Encinitas, California

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