Extend, Inc Avis 315

I bought a warranty from BBQguys for this company, it was clearly described by email to me saying specifically they would send a tech to my home, it was easy, all I had to do was ask. Extend.com is trying to pretend they don’t have to do that. The cs agent said it “was a shame” they sold me a policy to service when they don’t in fact have a technician. My sales agent’s email also says (I have the email and sent to BBQ) if they couldn’t fix it after 3 tries they had to replace with a brand new one. Extend said they won’t service it and they sent a credit only good at BBQguys for $4299, when the item is now $4699, not including tax, plus I would have to have a plumber come and how am I supposed to dispose of the old machine? My warranty was for “replacement” with “brand new” NOT a dollar amount. Getting the run around from BBQguys also, waiting to hear from them tomorrow. Extend emailed me trying to cite a terms and conditions page that was never part of my order. I was sold a warranty for in-home service and full replacement clearly in writing. This sounds like Fraud to me.

*** In reponse to below, they know exactly who I am bc they sent another email denying the proper coverage today. BBQGuys and Extend.com sold me a plan promising repair and then if can’t be fixed replacement with brand new item just like it- NOT a dollar amount. Now they are shortchanging me. This is fraud. Whether they are jointly responsible or not IDK, but the two companies in conjunction conspired to take me money and not fulfill promises made in writing to me which they know.

I am writing to express my extreme frustration with the handling of my account and my ability to file a claim.

I called to place a claim and was informed that my contract was canceled, yet simultaneously told that the company had no record of my contract. After I provided a copy of the contract via email, I called and was told it would take seven business days to "create" the contract in their system, followed by four business days to receive an email allowing me to file a claim, and an additional seven days for that claim to be reviewed.

These delays are unacceptable. While the company has had no issue collecting my money, they have placed numerous hurdles in the way of fulfilling their contractual obligations.

This review made all the difference. The company contacted me the next business day and resolved the issue. Thank you.

I purchased a love seat from Ashley furniture in March of 2025. I recently noticed a nail protuting from the frame causing damage to pillows and providing me with uncomfortable seating. I have submitted claim by calling and emailing both Ashley furniture and Support.extended.com. I have gotten the run around from both customer services. I've given up on getting my furniture repaired or replaced and will never purchase anything from Ashley or extended protection service again

Their customer service is horrible. I will never pay for Extend shipping protection again. It’s so hard to get anything done. Save your money. It’s definitely not worth it.

We had some issues with Extend regarding our warranty for our mattress. Whitney reached out and helped us out tremendously. Thank you for your help. We really appreciate you. Saying goodbye to a bad night sleep with back aches!

Had a rough go of things but grateful they reached out and came up with a solution

Absolute garbage - auto rejected my claim for a stolen package with absolutely no follow up. I am now out $300 and do not have my product.

Problems were resolved

I received broken product (windshield wipers from BMW) - I have photo evidence of busted-up box and wipers snapped in half - my claim was approved. It was a no-brainer. Then they send me an email with a link to a "Virtual Visa Card" so I can repurchase the items, but the page where the Visa Card supposedly is... is blank. They are not solving this for me. I keep getting the runaround and disjointed replies from their support. I have not received my claim money. They are also unprofessional and rude in their replies. I am going to have to issue a chargeback and also complain to BBB and anywhere else I can. Merchants beware. Do not contract with these clowns. They do not care about your customers.

Company came through with package insurance

I understand it’s a business, but there is a clear line between people and profit. Your protection is not their priority. Read the contract carefully before hiring them, or choose a different route if you can.

Timeline: Ashley order #181017710 (delivered 02/13/2024). Chair leg broke during normal residential use on 01/05/2026 (structural failure). Claim filed 02/13/2026. Denied only because it was reported 39 days after discovery (9 days beyond the 30-day notice rule). Appeal denied. They told me I can “order a new leg from Ashley parts.”

This plan did not provide protection for a real structural failure because of a minor reporting delay. If you buy this protection plan, be aware that the 30-day reporting window is enforced strictly, even for broken parts under normal use.

They should have a zero available. I feel SCAMMED. I filed a claim in January and never received an email response. I checked the website and found that my claim was denied the same day, with no explanation provided. I purchased an outdoor furniture set, and the cushions' fabric is deteriorating. They are only 2 years old, and I purchased the 3-year plan. I have had outdoor furniture for over 10 years, and this has never happened before. I contacted Homary first, and they told me Extend should cover it since I purchased the extended warranty.

If I could rate them no stars I would. I purchased an extended warranty from Ashley furniture (The Sales rep Robin - mislead me to believe I could get my furniture cleaned at any time) back in Dec 2024. I new I was moving so I was in no rush to get the furniture cleaned until after I had moved. I moved Dec 13 2025. I contact Extend warranty on Dec 18, 2025. They had no record of my warranty. I spent countless hours going back and forth between Ashley furniture and Extend warranty to get the information to set up my account. I was told it would take around 14 days. Fast forward to Jan 12, 2026 I contacted extend to see if my account had been set up. It had not, I then contacted Ashley's furniture to have them email again the documents Extend requested. Feb 7 I contacted Extend via phone and email. I was advised during the call back on Monday. Monday Feb 9. I received an email stating that my account was set up under an email that was not associated with me. I went back and forth with the rep trying to get the account set up correctly. While I was on the phone, the lady submitted a claim for me. (Keep in mind I only purchased the warranty based on what the Sales lady told me "You can call and get it cleaned whenever you like". I logged into the account on Feb 13 to find my claim had been denied. I spoke w/Rep - who stated because I marked on the claim that it happened over a period of time, the claim was denied. The worse company ever. The account is still incorrectly set up as it has someone's else information in the profile and you are denying the claim because it happened over time, but you never even had an account set up for me when I first purchased the warranty and it took you over 45 days to even get this incorrect account established. Never again.

Filed a claim first time and it was denied, because apparently you have to wait 5 days after delivery if it's lost or stolen. Tried to file second time online and it didn't go through because it was no more option to file a claim. I called and Extend finally accepted my claim. They asked for Police report and I did file it, sent them by email. Now they asked me for identity verification that included driver license scanning and face scanning, including your eyes. I refused because biological data legally collected only with written and signed consent, for top secret access, ect. Well, they cancelled my extend shipping protection in suspension of fraud and told me to go to Jomashop. Jomashop customer service representative basically hang up on me when I asked for supervisor. Gonna file a case at the court.

product ordered was noted by USPS as being held per customer request (FALSE) at local post office (ALSO FALSE). Went in person to local office and they stated they have no idea where my package is. According to Extend, they cannot cover/help due to the USPS states they have the package, which they DO NOT. OUT MONEY AND THE PRODUCT. Update - Original company has refunded me for the missing product since Extend did not after multiple emails and calls with them. Missing Package was supposedly found AFTER refund and denied claim.

This extend.com is totally a scam. When I bought this service, they claimed that even the sofa has a dirty mark, the seam was broken, they will come and fixed it. But when I tried to file a claim, uploaded the pics, and they immediately denied the claim without a reason. And I called, the customer service replied the seam broken was not included in the claim. But on extend.com , there is a choice of seam as the claim reason. I am thinking , if the seam broke was not the a reason for claim, then what can happen to sofa seam? Ridiculous!

Waste of money I was better off not getting the protection plan. My vanity mirror came loose off the cabinet and shattered on the floor. They automatically denied the claim. They responds was the cabinet may still be under manufacture warranty with bed bath and beyond. So I called bed bath and beyond and was told it’s 30 days after purchase. Extend didn’t even bother to fact check this because if they did they would see on the listing page that the warranty is only for 30 days. Extend and bed bath beyond are scammers!

Automatic claim denial. Don't bother purchasing their warranty. They entice you but never deliver their promises.

Awful company. Schedules repairmen who are a scam and never show up. They just keep rescheduling over and over until you finally die of old age or give up.