Rooms To Go review: Sofa warranty

Hello, I purchased a sectional sofa on 7/15/2022 along with the warranty. for several hundred dollars. My order # is [protected]. I was told this warranty covers accidental stains, punctures,tears but Not scratches etc. I had noticed the punctures and holes on the top of the sofa after workers were here to make several repairs and called Fortegra immediately. They made arrangements for the technician to come to my home, while he was here, he acknowledged the punctures and said he would need to order a new section because it cannot be repaired and one part of that part could be taken apart and repaired in his workshop. He told me it would take about 3 business days to hear from the store to arrange for delivery/exchange. I didnt hear anything in about ten days so I called Fortegra myself. The representative told me it was denied as the punctures are "scratches", I told her even the technician said they are punctures . They are clearly tiny holes and not mere scratches and I asked her to clarify the difference between scratches and punctures (which she could not do) and made her aware I know the difference and they are just calling it scratches because that's the one thing they do not cover. I spoke with Tom the store manager(Naples) who said he would try and help me as he agreed with the pictures -Never heard back from him so I called the store, spoke with Tom again and he assured me he would contact me with a resolution. Never heard from him either. I have read many reviews online from other customers whose furniture had accidental damage and fortegra also called numerous complaints a "scratch' as well. I feel this is a scam to avoid honoring the warranty which was expensive. I have made many purchases at rooms to go and will not shop there anymore nor will I recommend anyone .

I have not heard back from Rooms to go since responding to their request in the time frame they requested! . Horrible customer service. Warranty is a scam as they do not honor it