PHOENIX, ILLINOIS -- Purchased this coverage on several furniture items that I purchased from La-Z-Boy. I was encouraged to add this coverage from Ultra Shield as any scratches and tears would be remedied. We found a single scratch on the leather sofa and I called Ultra Shield to submit a claim (after a bit of run-around trying to get to the right person). I submitted photos of the scratch, the sofa, the invoice and the Ultra Shield Policy, per their request. After a week I heard nothing and followed up and they asked me to resend everything, which I did.
They subsequently responded... "we did finish reviewing your claim this morning with upper management. This did come back as a noncoverage as the warranty that you purchased with Ultra Shield does not cover any type of scratch on leather." Huh?? I reviewed the policy and nowhere does it say that scratches are not covered. I called the La-Z-Boy store where I purchased the furniture and warranty and the Manager offered to refund the cost of the policy ($179).
Very pleased with La-Z-Boy. I'm warning you though, my experience should be an example of why you should avoid this warranty company as you will be frustrated and disappointed dealing with Ultra Shield. Kudos to La-Z-Boy, but they should consider a different vendor for their after the sale warranty vendor.
I have filed a claim with Ultra Shield warranty for my leather furniture we have purchased 2 years ago! I filed the claim last Friday and had to call yesterday and left a message but no return so I called again today and spoke with Sandy their service manager! She did deny the claim stating that the warranty does not cover any rips or tears on the leather cushions when there is not a specific reason or it is unknown how it happened! Well I explained that it happened because of just normal sitting on the couch! We're very neat and clean in the house, it seems to me that the leather and fabric is cheap!
But regardless, the point is that we purchased $3000 worth of furniture and bought this warranty to protect the furniture and this company doesn't honor their claims! They have a huge history of terrible reviews online which I wish I would have known beforehand! So that is my reasoning behind this review! To help others realize what a scam this Ultra Shield is and don't purchase from them! It is a waste! They said the company doesn't cover the seats, the leather. She had so many reasons and scenarios that are not covered, I honestly don't know what is really covered! I'm assuming nothing!
COLUMBUS, GEORGIA -- This is the third time I have tried to get an issue resolved with this company. They cover nothing! Buyer beware. I called for blood... bodily fluids aren't covered. Fortunately, wine is covered and they sent the SMALLEST sample of cleaning solution. I don't believe it was even an ounce. And now, there is a split at the seam and guess what... it's not covered.
I can say the customer service representative was nice compared to what others here have experienced. That doesn't go far when you've spent a ton of money on a policy that covers nothing. La Z Boy has to know the sheer volume of complaints this company receives. I won't do business with them again... La Z Boy and Ultrashield.
MICHIGAN -- This company is the worse to deal with. Rude and will send a denial letter without even sending a tech out, l believe when you pay 1700 for a leather sofa have no kids and you use the Ultra Shield cleaning supplies and your sofa is wearing they should uphold their warranty... As stated in their warranty they will cover ink, holes, nail polish human and pet bodily fluids, grease etc. But not wear.
Stated l have cracking. They do not cover and it is rope where the leather is wearing. I ask for the copy of company that came out. I have every right to see but no they will not send copy. She stated personal between 2 companies. Told me nothing more to say and she had more clients to take care of. Very rude. I tried being nice and ask her how she would feel if she paid for 5 year warranty and 1700 sofa and in 2 years it is ruined... PLEASE DO NOT PAY OR deal with this company. Read reviews. More complaints than likes... Save yourself the headache of this company!!
Ultra Shield is a third party furniture protection business. Their products are typically sold at furniture stores as a way to upsell. We bought a sectional and an ottoman in November of '16 and bought the protection plan as well. We were promised 10 years of satisfaction. 6 months later life happened and we encountered some food stains on various areas of the furniture. I decided to call and make a claim. (If you try to clean it yourself it will void the warranty.)
The customer service representative was a very unhappy person who treated the discussion more as an interrogation rather than a positive customer service experience. She was more interested in trying to talk down to me rather than fix the issue. After 10 minutes of explaining to this person what the stains were (food) and where they were located she informed me that it was "too hard of a job" and therefore couldn't proceed with the claim.
After explaining this to me I let her know a refund is in order for the Ultra Shield plan as it is essentially worthless. She then informed me I would have to seek a refund from the furniture store, which I am currently in the process of doing. Additionally I have just re-read the terms on the Ultra Shield terms of service and it turns out her story is complete B.S. Do not give this company one dime. Remember if someone rips you off, be diligent, ask questions, and complain until they rectify the situation. These companies rely on people being passive, not calling, or trying to fix it themselves. Do not give Ultra Shield any of your hard earned money!
CANTON, GEORGIA -- This is crazy!!! 8:46 AM (2 hours ago) to me: "Thank you, I have reviewed your claim and photos. I have processed the information through the system. Under the Ultra Shield policy your claim is coming back as a non covered claim due to seam separation and damages to the make of the furniture. At this time Ultra Shield cannot proceed further with the account." 10:48 AM (28 minutes ago) to me: "Seams are not covered because it is the make of the furniture. The warranty does not cover damages within the make of the furniture. The warranty does not issue refunds on denied claims."
TORONTO, CALIFORNIA -- Don't buy the Ultra Shield insurance on your furniture! SCAM! LIARS! Unless your damage is less than 20 dollars they won't actually process your claim. I bought the pet insurance only to find out they don't cover any rips, tears, punctures or "accidents". Not sure what kind of damage an animal can do that doesn't fall under one of those. They don't tell you this when you buy the furniture. Sandy ** is absolutely no help in processing your claim.
MEDFORD, OREGON -- I'm crying. My couch and love seat is not even a year old. My grandson spilled baby formula on my furniture and it won't come out. And I have a tear in the arm. Don't matter, they deny you. They deny you before they come out and look before they even get a picture. It took me so many calls to even get a call back.
Finally I complained, they had someone call me. Took that guy months. "Never had time", the old man said. The guy gets there finally. He says I think it was a hammer on his tool belt not a screw driver. I told them that it was something from the tool belt that did this. The guy said, "That's what I'm putting in my notes. When Ultra Shield called back they said it's was a dog bite. I said, "Excuse me, no it's not. I have a nice gate that blocks off my whole living room." "You are lying so you don't have to pay for it." Then says, "and we don't cover stains, only one stain.
These people over talk you. Interrupting you when you talk. I finally said "Omg would you please let me bleeping talk my god stop over talking me please." Then they inform me that my 10 year warranty is now voided. I said then you need to return my money. She says "Yeah, right" and hung up on me. Now you tell me how can they void my warranty after I paid them 300 bucks. People need to open a massive claim against these people. They do not cover nothing. Stains do not come out of my brand new furniture they keep coming back. Class action lawsuit is what people need to do. This is not right. And I'm not stopping till something is done. They can't do this.
SOMERSET, KENTUCKY -- I purchased two $1000 sofas and purchased the Ultra Shield Protection Plan. After less than three years, the outer layer of my covering peeled away from where their product got between the layers and ate it away. So, not only does the product not work but it ruins your furniture. After weeks of dealing with rude reps and incompetent techs, they denied my claim. Even after the head representative talked himself into a corner and realized he was wrong, they still choose not to honor their product rather than pay the bill for poor quality.
I will say first hand that this place is a scam and the warranty is vapor! DO NOT PURCHASE FROM THEM! I will fight this injustice so you don't have to. It will end up costing me more in the end than just walking away, but that wouldn't be right to the rest of us. Companies like this must be exposed and even though they will keep popping up, we can keep them in check buy not allowing them to scam others.
ORLANDO, FLORIDA -- If I could select ZERO stars, I would. I purchased the warranty for my couch thinking it was worth the $100 since it lasted 5 years. My couch cushion just broke -- it split at the zipper when trying to zip it up. Called and they said they don't cover this: it is not EXPLICITLY in the "what is covered" section. I said yes it is: "any puncture, cut, tear, or rip from a specific incident" is what is listed as covered. The NASTY, RUDE lady on the phone refused to let me speak to a manager or anyone else, was absolutely horribly inconsiderate and unprofessional, and went around and around, changing her story.
She said a zipper is hardware... She said they wouldn't cover within 1/2" of a seam (this isn't within the seam -- it's IN PLACE OF a seam)... She said it's not specific in incident (it's zipping a zipper, how much more specific can one be?) I swear she made up every illogical excuse to deny the warranty and thought it was hilarious. I should have read others' reviews before purchasing such a SCAM.