Ultra Shield Complaint - Beware of Ultra Shield's numerous exclusions!
SOMERSET, KENTUCKY -- First off the ultra shield wears off after about a year even though the warranty is for 10 years. So it doesn't even really work. It's supposed to prevent cigarette burns but last year a friend dropped their ciggarette & it caused a few holes in the couch which the ultra shield is supposed to prevent. It took them almost a year to get the process started & get the replacement part shipped then finally fixed. & every time I would call the lady would never answer your call & you'd have to leave a voicemail which she would constently not return. Well then the side of the recliner started to tear a little from opening & closing & catching on something. They supposedly cover "accidental rips & tears." We called & she never returned our calls finally 2 months later after calling again she returned it. By that time the small tear turned into a 2 inch tear & the back of the recliner on the corners started to fray. & I told the lady how I thought the tear happened but I wasn't sure & she came back & told me that it wasn't covered because of the exclusions of "mutiple damage & unknown damage". Because she took forever to call me back & I said I wasn't completly sure if that's why. Then I talked to a manager & told her what I thought happened & that it should fall under accident tear & she told me that that still wouldn't be covered because it had to have been abuse. Which is also an exclusion. She finally said they would come take a picture. & Of course I had to call 2 months later because I never got a call back & of course it was still not covered. But beware because when you first read the warranty it says it covers "food & drinks, human & pet fluids, mold or mildew, & accidental rips/tears or cigarette burns". But then the exclusions are 4 times longer then the actual warranty which exclude it if it has an "odor" which would contradict the human or pet fluids. Then it excludes "neglect, abuse, or misuse" which they could use to say your food or drink spill or accidental tear is not covered under. So basically everything covered under the warranty they can tell you is not covered from the numerous exclusions that contradicts the warranty. Let alone the product only works for a year. & my warranty is still supposed to cover me for another 8 years & I'm already having problems. DONT BUY FROM THEM.