Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this warranty with my furniture and filed a claim in October. This company took days to respond and asked for my receipt from the furniture company that I purchased the warranty which I provided. They then asked for receipt from the furniture store which was not provided to me until recently. I sent all required information to the warranty company and they said they can’t help because they can’t reopen a claim. I was never told that they can’t reopen a specific claim at later time. I have a 3 year warranty with this company and they are denying me the service I paid for. They don’t respond to my texts and I have to call in every time and get nowhere.

  Business response

  02/07/2025

  The customer originally called on 10/28/24 to file a new claim. At that time a claim form was sent via text. The claim form states "* IF we do not hear back from you in 10 days from the date of this message your claim will be closed*. The customer service representative did not receive a response and sent the claim form again 11/5/24 and 11/14/24 in order to try any assist this customer even outside of the original time frame. The claim was officially closed after still not receiving a response. Customer responded on 11/26/24. At the time of the response, the representative let the customer know that she would try to help as much as possible but since the claim was closed due to no response from the customer, she could not guarantee anything. The claim form advised them to send the information within 10 days or the claim would close and the warranty states the customer has 30 days to initiate a claim from the time a damage/stain happens or is noticed. My service representative requested a copy of the customers purchase receipt in order to attempt to re-open their claim. The warranty does state that the customer must provide a copy of their original purchase receipt and warranty when requesting service. The receipt wasn't received from the customer and the claim was closed again on 12/5/24. This customer never made contact again until 2/3/25. The customer reported the same issues as reported in October. There were structure issues on 2 of the 6-piece sectional. The customer also reported stains on 2 pieces but was unsure what the stains were from. The claim was a non-covered claim due to the unknown stain ( warranty covers specific stains only) as well as time frame as this damage had been occurring since October.

  Customer response

  02/07/2025

   
  Complaint: ********
  
  I am rejecting this response because this company is unresponsive, often taking days to reply to texts—if they reply at all. When you call, they direct you back to texting, creating a frustrating cycle of avoidance. They make every effort to deny coverage, despite following the proper procedures. I was not given a receipt at the time of purchase, which has made this process unnecessarily difficult. Even after obtaining all necessary documentation, I still received no assistance. This company has scammed me and many others. The purchase was made through an online store, and the warranty was forced onto the sale. They deliberately declined my factory warranty to push their own, which ultimately fails to honor repairs.
  
  
  
  Sincerely,
  
  ****** *********

  Business response

  02/10/2025

  All text or voicemails are generally answered in the next 24-48 hours. The office is closed Saturday and Sunday so the next business day would be Monday. Our service team does request that photos and documents be sent via text. This is just for a more convenient option for everyone during the claim process. As stated previously, the warranty does state that a customer must provide their purchase receipt and warranty when processing a claim. The customer has continued to add damages and change time frames on previously reported areas. This customer does have an accumulation of stains/damages at this time. Due to the amount of stains, damages, frame breakages etc this is flagging as borderline abuse/neglect of the furniture. The warranty is for specific accidental stains and damages but not for any accumulation of stains and/or damages. We also do not cover the quality or craftsmanship of the furniture. We are unable to proceed with their claim any further. As a courtesy, we are willing to offer a pro-rated refund of the warranty to the customer. The customer would receive a refund in the amount of $124.17 to conclude his warranty. 

  Customer response

  02/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********* 

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• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company fails to honor their extended warranty. I filed another claim and they made it sound like they would take care of the issue but that was just to get the case closed. We have been dealing with them for months and all they do is extend he time they say it will take to resolve issue.

  Business response

  07/09/2024

  We are working to assist this customer as much as possible. We have experienced an issue with our computer system recently that has caused a delay in processing claims. I have reached out to a customer service representative to have them gather information needed for this customer. 

  Customer response

  07/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  this is just another excuse to extend the run around and get the case closed with BBB. They have had ample time to resolve issue and now their computer system is down.
  
  Sincerely,
  
  **** ********

  Business response

  07/25/2024

  Parts have been ordered to assist this customer. Once the parts arrive, we will send a technician for the install of those. 

  Customer response

  07/25/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  until They actually fix the issue I can no longer believe what they say. Once issue is resolved I will accept their response 

  
  Sincerely,
  
  **** ********

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 250 dollars to this company for a warranty they refuse to provide any help with because of a piece of paper. They supposedly have no way of looking up my warranty with the warranty number and will do nothing but are keeping my money. At the very least I’d like a refund on the amount I paid for the warranty

  Business response

  05/03/2024

  The customer has called recently to place a claim. Upon placing the claim, the customer was advised that we need a copy of her purchase receipt and warranty. The customer sent her finance paperwork but not the warranty or itemized purchase receipt for the furniture. Our warranty states under "Terms of Service" as follows "7. You must retain this Protection Plan and the sales receipt for both the furniture and this Protection Plan." We are unable to proceed any further without these documents, which are the customers responsibility to obtain and provide. 

  Customer response

  05/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I would like my money back for the service not received. It’s not ok to take someone’s money and not provide the service and still profit. 
  
  Sincerely,
  
  ****** *******

  Business response

  05/07/2024

  No refund can be processed or reviewed without the purchase receipt. There has been no proof of purchase sent to our company by the customer. As previously stated, we need the customer to provide a copy of her purchase receipt and warranty. Once this is received, we can review any possible options within the guidelines of the agreement. 

  Customer response

  05/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: your business is a sham you should be ashamed to work for a company like this. You expect people to hold a single piece of paper for 5 years just to file a complaint. You refuse to help without a piece of paper even though that paper will give you the warranty number I gave you and the company can provide proof of purchase for me but you refuse their word as well. And all of the other reviews I see for this company are awful it seems like you just like to take money from others and not provide the services promised. It’s downright shameful. I hope one day you will no longer be able to operate this way. Thanks for nothing. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23 warranty service was purchased from ******** ********* ****** The electronic components of the sofa stopped working and Ultra Care was contacted to repair the sofa on 11/2023. They still haven’t fulfilled their agreement.

  Business response

  04/25/2024

  We are currently pending arrival of the part from the manufacture. Parts have been ordered. Once the part/s arrives, we will send a technician to complete the installation. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poor, poor customer service. Spend money on a warranty for furniture to just state it’s not covered. I place a claim in February, due to the coffee table leg breaking and having a couple cigarette burns in the couch. Whole point of purchasing the warranty was the simple fact I smoke in my house and the warranty covers this!! Well after a family emergency of my sister having my niece 3 months early and just getting back to town to this company leaving me 3 voicemails, I called them back to get on the schedule for the repairs. The customer service rep Rachel said that she didn’t see the form and I had to state everything again to her. After I explained the same things I sent over on an email she said it wasn’t covered since I never got back in contact with them until today!! The only contact they tried was a business phone number, that was put on do not disturb and left in NY when I went to South Carolina. Not 1 email was sent stating that they needed to get in contact with me. The rep then states well everyone has a cellphone these days and you should have called back. How am I going to call you back when my “Business Phone” is in another state. Also the business was closed from 2-01-2024 until 04-03-2024 due to the winter months. I’m pretty sure if you had a child or a nephew or niece that was on machines and had to have surgies the last thing you are thinking about is some damn furniture. On top of it I had another furniture warranty company come out after I called them since the furniture is within the 1 year factory warranty and had no trouble with him, he took his photos and told me to contact you to see what to do next! I just want these burns repaired under the warranty I paid for.

  Business response

  04/09/2024

  The customer placed an online claim on 2/23/2024 with our company. The customer service representatives attempted to reach out to the customer on 2/29/24, 3/4/24, 3/6/24, and 3/18/24. There were messages left at each attempt. The customer contacted our company back on 4/4/24. I do not see that any cigarette burns were listed on the original online claim, only the broken leg of the table. The company has been open during the months of February-April with the exception of a few days due to bad weather. All call logs have been reviewed to make sure there were no missed calls from the customer. The system does not let a representative re-open a claim after so much time with no response. However, per the warranty agreement, our warranty does not cover broken legs on the furniture at any time. The customer may be able to place this claim with his actual manufacturing warranty. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/12/2024: I called in for repair to my sectional sofa which I had purchased a 5-year protection plan thru Customer Care Services on 9/22/2023. They denied my repair stating that because I had informed the Operator that I did not know how it happened it is not covered. Stating that it had to be form a specific incident. I tried to explain to them that there is no way anyone I would know that specific incident and I feel I am being punished for being honest; I could have made up a specific incident, but they still would not honor the Warranty

  Business response

  03/14/2024

  The customer placed a claim with us on 3/12/24. Customer reported the stitching was coming out of 2 areas. It was reported that nothing happened to cause this, and was just occurring on its own. The information was confirmed with the customer prior to processing. The recorded call has been reviewed twice to confirm what was reported. Although, the warranty agreement does cover seams and stitches from a specific incident, it does not cover from defect or normal use. We are unable to process the claim any further per the warranty guidelines. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a warranty agreement through this company on furniture we bought. It is basically a useless policy because the company won’t stand behind it.

  Business response

  02/22/2024

  I have reviewed the claim further and have approved for a technician to be sent to look at this. It will be advised to the technician for them to repair the seam separation on the sofa while they are there if possible. Once we receive the technician report, I will have further information and will be in contact with the customer to update them. 

  Customer response

  02/22/2024

   
  Complaint: ********  
  I am rejecting this response because:

  I have not yet been contacted by the company to schedule an appointment. Once that’s done and I’m fully satisfied we will revisit closing case.

  
  Sincerely,
  
  **** ********

  Business response

  02/27/2024

  The technician company AHM should be in contact promptly. This generally takes a few days depending on the amount of work orders they have. 

  Customer response

  02/28/2024

   
  Complaint: ********  
  I am rejecting this response because:

  we have been contacted but no time has been set up. Until the issue is resolved, I will continue to reject 

  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We want to cancel service agreement ***** purchased on Sunday Jan 14 for $499 plus tax. Reason for cancellation: Company website does not work. Company does not pick up calls or return calls. We will put a dispute if needed and contact AG's office. We were told we cancel in 3 days for full refund but no one is picking phone.

  Business response

  01/17/2024

  Our office is closed Friday-Sunday each week. However, this week we were also closed Monday (Holiday) and Tuesday (Bad Weather). The weather in our area did cause our website to go down but has been resolved and is back up running. The customer would request their refund from the actual store they purchased the contract from. In the customer's contract it states: If no Service has been provided under the Protection Plan, the Protection Plan is void and the retailer from whom the Protection Plan was purchased shall refund to you the full purchase price of the Protection Plan. A cancellation fee equal to the lesser of ten percent (10%) of the Protection Plan price or Fifty and 00/100 Dollars ($50.00) may be deducted from the purchase price, except no fee will be deducted in the following states or where otherwise prohibited by law: AL, AR, CA, HI, MD, MO, NM, NV, NY, SC, TX, VT, WA, WY.

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The store manager we purchased from is unavailable till tomorrow.  We will speak to him and expect 100% refund as we informed within 3 days.  We cancelled the warranty based on our experience and reviews of the business.     We were also told that if our furniture is not fixable it will be replaced.  However everything seemed to be a way to mislead.   
  
  Sincerely,
  

  Business response

  01/17/2024

  Our warranty agreement does repair, replace, or refund on a covered claim. We do have covered and non-covered claims and must process those accordingly. 

  Customer response

  01/23/2024

  
  Complaint: ********

  I am rejecting this response because:
  

  I spoke to Decor Home personally and they say they cannot cancel.   Basically Ultra Care and Decor Home need to figure out the issue as agreement states very clearly that warranty can be cancelled within 20 days.  *** ******** also asked me to contact Decor Home.   I have put the entire amount on dispute with credit card.   Deceptive business practices by someone.

  
  Sincerely,
  ******* ********

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our decorator sold us a fabric protection program through this shady business. They claimed that all furniture would receive a special "fabric guard" coating at the warehouse which received and stored all of the furniture. When questioning the type of product that was applied, both CCS and the warehouse answered in evasive and shady manners. Nobody could provide a clear answer and then they started providing conflicting information. We are 99% sure nothing was applied to our furniture. This seems to be a "protection/insurance plan" where they just send a local cleaning company to your house when you make a claim. They misled us and provided false information. From all of the complaints seen here, we are not alone. Do not give this company any money.

  Business response

  12/28/2023

  The customer purchased their protection plan with a decorator. Ultra Care does not apply the fabric protection spray, this would be the store/decorators responsibility prior to delivery. Ultra Care would be the company that honors the warranty agreement coverages and terms. This particular warranty is a "service only" plan. The plan is not eligible for full replacement items. The customer placed their claim last year, and a work order was issued the same day. However, the customer advised the technician that service was not required at that time. The claim was closed on 9/6/2022. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our furniture in 2/2023. We attempted to call and file a claim on 9/2023. Called left a voicemail because that was the only option given to me. Also filed a online claim which we got no response. Still hadn't received a response by 10/2023 called where we bought our furniture and wanted to know why we never got ahold of anyone. They were able to call and get a hold of someone and called me back I was able to call and talk to a representative. Was told to photograph the damage copies of our warranty and everything else requested. We followed up with 2 emails and calls with no response. I missed 1 call that my Google assistant answered but as you can see whoever called never responded and ended the call. Today 11/29/2023 my husband got a email stating they denied our claim due to us not responding.

  Business response

  12/04/2023

  A claim was placed online on 10/10/23. The customer was called on 10/12/23 with no answer, a voicemail was left. The customer called in on 10/17/23 stating they had called 16 times with no response. At that time all call logs were pulled in our office. We did not have any messages from this customer. The customer was spoke with on 10/17/23 and finished placing their claim. The customer reported that the dogs destroyed their sofa and chair in the prior month. The damage was reported on the RSF & LSF arms and seat of the sofa, as well as the LSF arm of the chair. Customer service requested photos and documents at that time. The information was received/processed on 10/26/23. Upon processing, the claim was returned as a non-coverage due to extensive and accumulated damage. The customer was called on 10/26/23,11/2/23,11/13/23, and 11/20/23. Voicemails had to be left each time and were not responded to. The representative sent out a letter on 11/27/23 requesting a response. On 11/29/23 the representative responded to an email from the customer. On the 29th the customer called and spoke with their representative. Customer service went over the finding of the claim with the customer. This claim can not be processed any further according to the exclusions/guidelines of the warranty which exclude against extensive and/or accumulated damages. 

  Customer response

  12/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  We have submitted copies of our call records that show no incoming calls were received from them, and that we showed multiple emails for follow up with again no response. Since I'm able to look and see others who have the Exact same issue with receiving no communication from the company I'm calling them out on it.

  
  Sincerely,
  
  *** ****

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