Action: Discolored leather headrests cause headache

I bought two leather/fabric recliners from Matter Bros. in Pinellas Park in March. We were gone for about two months during the summer, and when we returned, I noticed that the headrest on one chair was turning white. This was our first venture into leather furniture. I called our saleswoman, and she told us to contact John Matter. I could never get him. I was then told to call Jackie in the Clearwater store. She sent someone out to look at the chair Nov. 13. I was told that the store would replace the headrest but that no guarantees could be made that discoloration would not happen again, that the cause was body oils and leather reacts that way sometimes.

I have many friends with leather furniture and have never heard of this. I was told to cover the headrests with towels. We are two people in our late 70s in this home, so the chairs get very little use and we do not abuse our furniture. I asked the store to take the chairs back after about six months of use and let me replace them with all-fabric chairs. I don't want furniture I have to cover with towels. Lily Henig

Response: John Matter, co-owner and president of Matter Bros. Furniture & Design in Pinellas Park, said he is aware of your concerns regarding your chairs. He said the stores have sold hundreds of these chairs without a similar complaint. In his experience, if leather has a color problem, it typically is caused by use of an improper cleaner. However, it is possible that the leather is defective and can be corrected through the factory's warranty process. He said he has suggested that you allow the manufacturer to remove the headrests. Because leather requires a special cleaner to prevent damage to the finish, he also suggests that you purchase a leather cleaning and conditioning kit.

Account overcharged

Nov. 12, I contacted Allstate Insurance in order to make my monthly payment, which was due Nov. 16, by phone. I gave the representative the bank information she requested, and the $55.50 transaction was processed. When I called the automated information line at my bank, I was shocked to find out that the $55.50 charge had been deducted twice. I immediately called the bank and was transferred to a representative in audit, who confirmed my worst fears. Because I authorized the transaction by phone, the bank had no other recourse but to accept both drafts submitted to it.

I called Allstate Insurance on Nov. 15, and the company pleasantly denied the whole thing. I was told the bank was in error and to recontact it. When I contacted my bank again, it not only explained that Allstate had processed an unauthorized draft but gave me the documentation from Allstate that proved it.

I again contacted the Allstate office and was again told there had been no double charging. I was told I was wrong and that if I had any documentation, I should submit it to Allstate in Illinois. I wrote to the Illinois office and included copies of the fronts and backs of the two drafts of $55.50 from Allstate, both dated Nov. 12, and with different numbers. I am in desperate need of your services. As you can read from the attached documentation, I am at a loss as to what to do next. Tommy Rawlings

Response: Karen Brenneman, customer care manager for Allstate Insurance Co. in St. Petersburg, said you are correct that two payments of $55.50 were drafted from your bank account and applied to each of your policies. A credit of $55.50 was applied to your checking account Dec. 10. If Allstate Insurance Co. caused an overdraft to your account because of the duplicate drafts, she asked that you send the St. Petersburg office a copy of the overdraft charges for reimbursement.

Recent recalls

The following products, distributed nationwide and in Florida, were recalled between Dec. 27 and Jan. 2:

15,618 cases of Glory Foods brand kale in 27-ounce cans with the codes "GK25/KGLC" and "GK22/CGLC," and 9,115 cases of Glory Foods brand turnip greens in 27-ounce cans with the code "GK25/TGLC," by McCall Farms; the product may be contaminated with food-borne pathogens such as Staphylococcus aureus, salmonella, etc. Return to place of purchase for refund. Call toll-free 1-800-277-2012.

-- Sources: SafetyAlerts at www.safetyalerts.com; Consumer Product Safety Commission at www.cpsc.gov, toll-free 1-800-638-2772; Food and Drug Administration at www.fda.gov.; USDA Meat and Poultry Hotline at toll-free 1-800-535-4555; government food safety information at www.foodsafety.gov; National Highway Transportation Safety Administration's Auto Safety Hotline, www.nhtsa.dot.gov/hotline; toll-free 1-888-327-4236.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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