Complaint Review: Bob's Furniture

On 12/23/17 I called Guardian Furniture Protection Plan to report accidental damage to my Bob's leather couch. The Plan cost me 300$ at the time of purchase (7/28/14) and covers "rips, tears, cuts, burns and punctures" of leather goods. Upon making the call, I was asked "how it happened?" My response was as honest as I could be, "I'm not sure but I had a big party on the 19th with 18 people, one woman had a large metal clip in her hair and leaned back on my sofa, and I believe that's how the tears were made in my leather." Response from interviewer, "Do you want 24 hours to ask someone in your household how it happened?" My response, "there is only my husband and me and that is the only way it could have happened." Apparently, I was too honest in my response and should have taken the time to report this as the "single incident that caused the tear." However, I told the truth and although I sent in the required pictures, I was told the claim was ineligible because I didn't give the exact accident when originally answering the question.

I called their customer service, explained my response, and was met with an on-script response-there is nothing we can do because you only have a one time chance to report this accident correctly. I called Bob's, spoke to the manager, Terrence Cook, and he called corporate- Nothing they can do with this "Goof Proof Protection Plan," they just sell it with their furniture and its out of their hands. I called Corporate and spoke to Austin in customer service- Nothing he can do with the Plan, they can't help me at all. If this isn't a case of "unprovided coverage" then I don't know where else to turn. I didn't know "how" to get them to cover my accidental damage by answering correctly. I am not a liar and I did not want anything more than to have the service dept send someone to look at my tears and tell me how to fix them. They are the professionals-