Reviews

I purchased 2 matching electric reclining chairs in 2019 and purchased a 5 year protection plan for them. Last year the motor of one of the chairs broke. I went though all the steps dealing with the warranty service company, filing a claim. Its took a month just to get a technician to come to my residence and confirm the motor was broken. It took another week to order a new motor from the manufacturer since the repair technician doesn't keep spare motors in stock. I was informed that the motor can take anywhere from 2 to 16 weeks to be delivered. In January of this year I inquired to the status of the motor. No one at Platinum Warranty Services had any answers and was told they would contact the manufacturer and inform me of the outcome. I have called 4 more times since then and got the same result, no one knows anything about my motor status and they promise a supervisor will contact me which still has not happened. It is now over the 16 weeks promised and still have not received any cooperation from the warranty company. I also spoke with the manager of Matter Brothers several time and he refuses to resolve my problem or give me an exchange of a working chair or refund. All I want is a working chair that I paid for or a my money back for the chair and the warranty that is not being honored.

Edit: shortly after I filed this review, I did receive a phone call from the Sales Director of Matter Brother who assured me he is looking into this matter and will resolve the issue. I did hear from the warranty service the next day and was promised the part will be delivered within 10 business days, I am in that stage at this time.

We apologize for the delays, the manufacture has assured us this part is in process. The motor will be shipped directly to you. Unfortunately, most parts come directly from the Factory and not something the techs carry on hand. When a claim is filed through the extended service plan, they take over communication and service, we simply facilitate any parts that need to be ordered with the Factory, so again I apologize on their behalf. They are completely aware of your situation and we have been advised that you've been contacted in regards to the part order. We are working diligently to ensure you have a working chair.