Scs sofa damaged but who is responsible?

Manwill69

We bought our leather sofas from SCS in November 2019. A month or so ago we noticed some little holes had appeared in one of the seat pads so because we had paid for a warranty with the Castelan Group when buying the sofas we made a claim with them for accidental damage. The outcome for that claim was that it was rejected because it was deemed not accidental but ‘damage that relates to a fault, defect, normal usage or damage that has appeared over a period of time’.
I subsequently contacted scs to say that as it wasn’t accidental damage could they do something to help but they are saying that they will charge £75 for a call out fee with no guarantee that they will do anything to help if it’s deemed accidental damage! I said I don’t t know why we are being charged 
for something when we have no guarantee that they are going to fix it and Castelan have said it is not accidental damage. They don’t seem interested that we already have a report from the insurance company that they sold us in the first place. Is there anything I can do to resolve this without paying anymore money out?

Aylesbury_Duck

Manwill69 said:

We bought our leather sofas from SCS in November 2019. A month or so ago we noticed some little holes had appeared in one of the seat pads so because we had paid for a warranty with the Castelan Group when buying the sofas we made a claim with them for accidental damage. The outcome for that claim was that it was rejected because it was deemed not accidental but ‘damage that relates to a fault, defect, normal usage or damage that has appeared over a period of time’.
I subsequently contacted scs to say that as it wasn’t accidental damage could they do something to help but they are saying that they will charge £75 for a call out fee with no guarantee that they will do anything to help if it’s deemed accidental damage! I said I don’t t know why we are being charged 
for something when we have no guarantee that they are going to fix it and Castelan have said it is not accidental damage. They don’t seem interested that we already have a report from the insurance company that they sold us in the first place. Is there anything I can do to resolve this without paying anymore money out?

After four years, this is totally reasonable.  They're entitled to establish if it's a fault, or just wear and tear.  I suspect that it is wear and tear, given that you haven't said you accidentally damaged it - what accident do you think has befallen it?

If the damage has arisen from an inherent fault, such as a manufacturing defect, then SCS would have to repair, replace or partially refund you.  They'd also have to refund the £75 callout fee.

If you're confident it's a fault, and not just wear and tear, then accept the inspection and see what it determines. SCS don't have to do anything if you're not prepared to pay for them to inspect it.

Hoenir

Manwill69 said:

They don’t seem interested that we already have a report from the insurance company that they sold us in the first place. 

What did the insurers do to prepare the report?