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.
IRVINE, CALIFORNIA -- I have been calling since last year to get my couch cleaned because my daughter spilled chocolate on it. I have been put on hold every single time and then the phone goes back telling me to leave a message. After ten phone calls they called me back and then sent my call back to the message and I had to leave another message.
I don't know what kind of company this is but I will be asking my money back from living spaces. If I need to find an attorney to do a class action law suit to sue them I will. After the fifth call I should have known this company is not as legitimate as the furniture store said. No one should ever purchase a warranty on their furniture from this company.
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.
JACKSONVILLE, FLORIDA -- I cannot get Ultra Shield to honor the contract. We have a small puncture in our leather couch. The claim was denied stating the was the manufacture. One of the section of the couch has a stain. The representative states, "We don't cover stains." I called La-Z-Boy and the best I could get was another company that does repairs. With this company we had to pay for the service. I have been trying for 2 weeks to have that company (Sun Coast) to call me back and heard nothing.
La-Z-Boy emailed them twice and still nothing. So La-Z-Boy referred to another company that does not service our area, so now we have to take the furniture to them and pay for the repair. This company states they can open the pillow top and see what punctured the area but can't repair the leather. Just a warning don't pay for Ultra Shield. You will get nothing but horrible customer service.
WESTERLY, RHODE ISLAND -- Purchased 2 new recliners & Ultra Shield protection plan at a cost of $70.00 per recliner. I have purchased protection plans in the past & have been satisfied with the service. Noticed a stain on my recliner so I called Ultra Shield. They asked me what kind of stain it was & I said not sure but seemed oily. They said this was not covered because it was a stain of unknown origin. Most stains I have encountered are of unknown origin. So my husband got on the telephone & asked for a supervisor who gave him the same wrap. My husband became irritated & told them they were being **, & they said they were cancelling our contract.
Run away from this ripoff company. We called the manufacturer & they are sending a new cover. This company should not be able to sell protection plans that protect nothing. Their representatives are rude & take glee in saying NO instead of standing behind or trying to resolve a problem.
SOMMERSET, KENTUCKY -- First just TRY contacting them. They NEVER answer the phone. You will have to quit your job to dedicate yourself full time to getting through to them. Their position is to stall for weeks as they attempt to contact the retail establishment to fix your problem (but you are supposed to make your claim of damage with 5 days). You'll eventually give up and either live with the problem or fix it yourself. I was told I would be contacted within 48 hours to schedule a repairman to visit. When this didn't happen, I followed up with them and was told that 48 hours was actually 4 days because there are 8 hours in a day! Yep, they do math different in Kentucky!