Customer ReviewsforUltra Care

They should get zero stars. Scammers at its finest. I bought a $3000 furniture set and decided to add this worthless( not knowing it was worthless at the time of purchase) warranty for $242, expecting cleaning and repairs to be made as needed, little did I know this company is full of hot air. They find every reason to deny a claim after they ask 101 questions on filing a claim. Do yourself a favor not to waste your time or money with this company. Any stores offering this service should stop immediately they are a disgrace

We apologize that you had a bad experience with your claim being processed. Our company strives to provide the best customer service possible. However, we also must follow all coverages, exclusions, and guidelines. The warranty does offer several great coverages if followed properly. Customer service must obtain all the claim information from the customer in order to assure we are processing the claim exactly how the customer wants it reported. The claim that was places on 10/21/24 reported several stains of unknown origin across a 3 piece sectional and ottoman. The warranty does offer services on specific stains but does not offer coverage on any stain or any accumulation of stains. Again, we truly apologize for your experience.

Don’t waste your money or time. Very poor customer service representation for a company that provides ambiguous contracts for warranty services. The “complete simplicity 5 year furniture protection” warranty lists “pet damage” as one of the items covered under the “what is covered” section, however I was told this only covers fabric and no structural damage. No place in this contract does it specify that no structural damages are covered and that only fabric is covered. The term “pet damage” seemingly refers to any damage caused by a pet, however I was told that is not the case. The customer service representatives were unable to provide a sound reasoning or point out where in the contract it explains the coverage of fabric versus structural damages. At the very least they need to revise their contracts to specify structural vs fabric, as this warranty was purchased with a very different understanding of what was covered. A very disappointing experience overall, and I will never purchase a warranty with Ultra Care again.

Although, we do understand the frustration of this situation, we must honor the guidelines of the warranty. The warranty is for the upholstery of the furniture as we can not guarantee the quality of the structure. Complete Simplicity is for the fabric or leather of the furniture in incidents that damage/stain the material. Per the warranty, anything not specifically listed as a coverage is a non-coverage. We apologize for any misunderstanding there may have been.

Do not purchase a warranty for your Furniture from Ulta Care. They will find every way possible to not cover anything that goes wrong with your furniture. The customer care person was ignorant, had no knowledge of what I was actually talking about even though we had a technician from their company come and tell us our furniture was broke, and everything would be covered. They came back and said that he said it was not broke and would not be covered. They are liars.

The customer placed a claim with us in January 2024. Our company sent a professional technician to diagnose the issue. The technician reported back that the issue with the sofa & loveseat was a spring/core issue. The warranty agreement with Ultra Care does cover reclining motors/mechanisms but does not at any time cover the springs or cores of the furniture. At the time the report was received, the representative called the Mrs. to discuss the findings. The representative had to leave a voicemail which was detailed. However, the Mrs. did not return the call for 2 months. At the time the customer called, the representative shared the technician report with her. No warranty covers everything. All coverages and exclusions can be found on the warranty agreement which the customer received at purchase.

I purchased a furniture warranty with my purchases in February of 2022. In January 2024, I filed a claim for damage to my leather sectional by our cats. After waiting over 2 months, I was told that this wasn't covered because it has multiple scratches which must mean multiple incidents. Long story short....This was one episode that occurred because someone let our cats inside over the weekend and didn't know they aren't allowed inside. I was recovering from a surgery and had someone that was assisting me that weekend. I was told that it is not covered because someone should have let the cats outside. Obviously, the person assisting me did not know and I was confined to bed that weekend and taking pain medication. I was also told that nothing will ever be covered for the sectional in the future unless I can produce receipts of where I had every single scratch repaired. I paid around $5,000 for the sectional and $400 for the warranty. When I asked if I can dispute or appeal their decision, I was told yes but it won't do you any good to do so because Shannon has submitted it twice and it was denied both times. I came to the BBB website and read other consumer comments and almost everyone receives the same answer. This was not multiple incidents. It was due to one incident of my cats being allowed inside the house by someone who did not know they shouldn't be inside If I had cats inside that would damage the sofa, they would have done so before 2 years later. Also, I notified them immediately after it was discovered. I just want to have my sectional repaired and now I am at a loss as to how to get that done. I have reached out to Story and Lee and asked why they recommend and sell this warranty to their customers. I would have settled for even some of the damage to be repaired.

It was reported that there were claw marks all along the sectional as well as on the wedge seat. Upon receiving photos the claim was flagged as a non-coverage due to accumulation of damage. There are damages on every piece as well as multiple different areas. Also, the wedge shows damage that happens over time/repetitive occurrences. The wedge has discoloration which is generally caused from wear or again repetitive damage. The photos were not consistent with the claim that was reported. As an act of good faith, we are willing to offer a pro-rated refund of the warranty. The refund amount would be $239.97. The customer can reach out if they would like to have the refund processed.

This company is horrible at handling the claims, I have filed the claim for the sofa and here is the message that I got. This would be a delivery/MFG issue. These types of issues are claimed with the store/mfg. Our warranty does not cover any MFG defects or delivery issues. We apologize for any inconvenience. Now store is not willing to handle at the same time I am stuck with damaged sofa.

Our company truly apologizes for the frustration of this matter. We are an accidental warranty which begins once the furniture is delivered stain and damage free. The warranty agreement does not cover delivery issues or manufacturing issues at any time. We are here for specific accidental stains and damages caused by the customer or their family. Again, we sincerely apologize for the frustration.

We had pet damage from a single incident which happened overnight. Our dog had chewed a number of pillows and cushions. Our claim was denied because this was, in their opinion, an accumulation of damage and not a single "incident". Seems like they have their own definition that suits them so that they can deny coverage. Shady company with shady practices. I will be contacting the store we purchased this furniture from about our experience and letting them know not to partner with them anymore. P.S. They will probably reply to this with their version of events, but the facts are above. Stay away from this company, you might as well throw your "warranty" in the trash, they have no intention to take care you or your purchase.

The customer placed their claim on 11/27/23. It was reported that the pet chewed all 5 back rests and 4 throw pillows. The damage occurred on 11/18/23 per the customer. Photos and documents were requested at the time the claim was placed. Upon review of the photos , the claim was processed and returned as a non-covered claim. The claim is a non-coverage due to extensive/accumulated damages. The amount of damage and areas reflects multiple incidents as well as excessive damage. Per the warranty agreement, Ultra Care does cover pet damage but specifically excludes against extensive damage or accumulated damages.

This company is a scam and the worst customer service ever. We had been trying for weeks to submit a claim for pet damage. We could never get a hold of anyone and left alternate contact methods. We went to the place we purchased the furniture and they sent an email to the company for us. This was after we tried to fill.out the form online. Finally, we received an email from VP of Operations who sent a claim forms to us in email. We submitted the required information the same day. She was very responsive compared to the others involved. Our claim was denied and they said it was our fault because we tried to cover up the pet damage while we waited weeks trying to even get a claim filed. Don't waste your money. It is my hope this company reviews it's customer service personnel and processes. Terrible, terrible experience.

There has been a lot of phone tag between the customer and our service department. The time frame of the issue was not held against this customer in any way during the claim process as we understood the phone tag situation. Unfortunately, once the photos were submitted it was noticed that black duct tape had been applied to the leather seat. Duct tape can cause further damage to leather when being removed which is why the claim was a non-covered claim due to prior non-authorized repair. The warranty does state not to perform any cleaning or repairs prior to speaking with a customer service agent. I will authorize for my service team to inquire about the availability of the necessary part in order to complete a repair on the reported area. However, if the part is no longer available, I can not guarantee any further actions will be taken at that time.

I am completely disgusted with this company. I purchased the insurance for my new sofa and chair because I have a teenager and pets. When our puppy chewed one of the seat cushions, I called the furniture store to see if I could get new seat cushions ordered ( I wanted them to math and was afraid the dye lot would be different this far from original manufacture.) They told me te store warranty does not cover pet damage but my UltraCare did. So, they gave me the information and I filed a claim. I spoke with ****** at Customer Care Svc, LLC and she said it was a covered event, send her pictures , etc. I sent in the pictures. About two days later when I was not home, the dog got at the cushion again and damaged it further, along with her nails making punctures and tears throughout the sofa. She damaged (tore) the side of the cushion next to the original damaged cushion, ripped the cover of the first cushion, her nails punctured the arms and back cushions on either side. I sent in another claim. When we spoke again she said she needed pictures. I sent them in. A week or so later, I noticed that one of the tiny puncture spots in my back cushion appeared to be opening up. So I took a picture and sent it to her and explained that I was concerned about the punctures opening more. She called me at the end of the day and said she’s sorry but the system won’t let her go any farther with the claim because it’s “accumulated damage “ and it’s not covered per their policy. I told her that was ridiculous and it was accumulative damage that happened within days of each other. Also, she said there were stains I didn’t report. There was in fact dirt on the back cushion. It wasn’t cleaned because I didn’t want to open the hole more. I asked to speak to her supervisor and was told no one else was there!!! This is RIDICULOUS. I called the store and their liaison is trying to correct this. However the insurance company is insisting that there are stains. Stains have been wiped away!!!

This customer placed their original claim on 8/7/23. Customer reported that the puppy chewed one seat and clawed both arms of the sofa. Our customer service representative requested the required photos and documents at that time. Once the information was received the representative requested the availability of the necessary parts to complete the repair. There was also a backrest noticed that had not been reported, but the service department went ahead and requested for this part as well. Customer reported a new incident on 8/30/23. New photos were requested of the new damage. Photos were received which showed damages and stains that had not been reported. Due to the numerous areas of stains/damages that were reported as well as unreported, the claim flagged as an accumulation of damage. This claim was turned over to upper management for review/resolution. Management approved for only the reported areas of pet damage to be repaired, but the sofa would not qualify for a full replacement due to the non-covered areas. At this time we are working with the store of purchase to obtain the necessary parts in order to complete the repair for this customer.