5 Star Services

Questions About Coverage

Where can I buy a Protection Plan?

This plan can be purchased with our Authorized Retailer.

What does “Authorized Retailer” mean?

A retailer or manufacturer who is authorized to sell directly to the consumer.

Who should I call to find out if damage is covered?

Our customer Service Department at 1-800-732-5856.

How long does my Protection Plan cover my items?

This information is found under the terms & conditions of the plan purchased or your sales receipt.

Which of my items are covered?

Please contact our Service Department at 1-800-732-5856.

I did not buy a Plan, but I would like to buy one now, how do I do that?

If the merchandise purchased has not been delivered you may contact your original retailer to add the plan.

Can I add items to my Plan after they are delivered?

Unfortunately, no.

I did not buy a Plan and I accidentally damaged my item; can I buy a Plan and report a claim to cover the damage?

Unfortunately, no.

Can I add items to my Plan that were not purchased from an authorized retailer?

Unfortunately, no.

Questions About Filing Claims

How do I file a claim?

This can be done through the same website, or you can call our Customer Service Department at 1-800-732-5856.

Can I file a claim online?

Yes.

How do I track my claim?

By calling our Customer Service at 1-800-732-5856.

Can I self-report a claim without speaking with someone?

Yes, you can visit our website at 5starservice.net

How do I speak with a person on the phone?

By calling our Customer Service Department at 1-800-732-5856.

How do I provide pictures of damage?

This can be done by uploading images through our website.

What happens when I file a claim?

Your claim is uploaded into our system, immediately.

Who should I call about a claim I filed?

Call our Customer Service at 1-800-732-5856.

Question About Technician Visits

What can I expect before a technician arrives at my home?

The prior night of the appointment the technician will confirm your window time.

What can I expect when the technician does arrive?

The tech will arrive and will confirm items being serviced.

If a technician visits my home will my furniture be repaired?

It depends on the damage; however our technicians are capable of correcting damages on site if no additional parts are needed.

If I have questions about service or repairs performed by a technician, who do I call?

Our Customer Service Department.

A technician visited and could not make a repair, what happens now?

The report is processed by our Analyst Team and will determine next action within the terms of your plan.

Questions About Coverage

Are all claims covered?

Claims are covered based on the terms & Conditions of the Plan purchased.

How long do I have to file a claim after an item is damaged?

You have 30 days to submit your claim.

How do I know what types of damages are covered?

You can review the flyer provided by your Retailer or please review under the Terms and Conditions.

How do I know what types of damages are NOT covered?

This information is found under the Terms and Conditions.

Are there exclusions to coverage?

Yes, this information is found under the Terms and Conditions.

Does my Protection Plan cover cleaning and maintenance?

This information will be found under the Terms and Conditions.

What type of pet damage is covered?

Urine, feces & vomit.

I am under the impression that my Protection Plan covers all damages, is that true?

No, this would be incorrect. You can review your Terms & Conditions for further details.

Does my Plan cover flooding or rain damage?

Unfortunately, no.

The movers damaged my furniture, is this covered?

Please review the Terms & Conditions.

When I moved my furniture myself, I accidentally damaged my furniture, what do I do?

You can visit our website at 5starservice.net or call our Customer Service at 1-800-732-5856 to submit a claim.

I purchased a Mattress Protector, and my mattress is sagging and uncomfortable, is that covered?

Unfortunately, this is not covered by your Protection Plan.

Can the sales person that sold me my Plan add or change what is covered by my Plan?

Unfortunately, no.

Questions About Terms & Conditions

What are Terms & Conditions?

It is a contract between our business and you as a customer.

How do I get another copy of my Plan’s Terms & Conditions?

You can call our Customer Service Department and request a copy at 1-800-732-5856.

Where are the coverages in the Terms & Conditions?

This information is found on Page 1 under “Plan Coverage”.

Do the Terms & Conditions detail what is NOT covered?

Yes.

What are my obligations?

To understand the coverage purchased for your items.

Questions About Deliver or Pre-Delivery Damage

My furniture was damaged when it was being delivered, who do I call?

You will contact your original Retailer.

Does my Plan cover delivery damage?

Please review your Terms & Conditions for further detail.

I bought a floor sample that needs touch-up or repairs, can I file a claim and have those repairs completed?

Please review your Terms & Conditions for further information.

Are items that were sold “As-Is” or that were damaged covered by my Plan?

Unfortunately, no.

Questions About Manufacturer & Store Warranties

My item is still covered by its manufacturer’s warranty, can I file a claim using my Plan’s coverage?

Yes.

Who do I call about damage or failure that is covered by a manufacturer’s warranty?

You may contact your manufacture/Retailer.

Who do I call about damage covered by a store warranty?

Their Customer Service Department.

Questions About Parts

I was told that a part was ordered, what happens now?

We wait for the part to arrive to be able to complete repairs.

The wrong part arrived, who do I call?

Our Customer Service Department at 1-800-732-5856.

The part arrived, what happens and who do I call?

Please call our Customer Service Department at 1-800-732-5856 so that we may request a technician to schedule you for installation.

A part was ordered to repair my item, but it has still not arrived, who do I call and what can I expect?

Our Customer Service Department. We will reach out to the manufacture and will contact you back with an update.

Why is it taking so long for my part to arrive?

Due to the COVID-19 Pandemic, supply shortage and shipping delays may cause your part not to arrive in a timely manner.

Questions About Full Replacements

I was told that my item is being replaced, what happens now?

This replacement gets processed and sent to your original store of purchase for customer to use.

What is a merchandise credit and how do I use it?

The Authorized Dealer (where you purchased the Item(s)) who is authorized to redeem this Credit for customer to utilize to purchase a new item.

Can I use my merchandise credit at any retail store?

No. Only at the Authorized Retailer.

Can I exchange my merchandise credit for cash?

Unfortunately, no.

How long do I have to use my merchandise credit?

Please review the replacement letter that is sent to you once a replacement has been approved.

What happens if I don’t use my merchandise credit?

The credit will expire, and the item will not be serviceable.

Questions About My Obligations

Do I have obligations under the Plan that I purchased?

Yes.

Do I have to maintain my items?

Yes.

What if my items are soiled from everyday use?

Please review your terms and conditions for further information.

Where can I read about my obligations?

Inside the terms of the plan.