Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional couch for over $2000 on 4/30/22 from Park Home in Duncansville PA, along with the warranty offered for 5 years (good until 5/4/27). When I spoke with the representative about the warranty purchase, it was explained that everything would be covered if something happened, whether that would mean a full replacement or a repair. I recently called the warranty company due to the seams splitting apart and the stuffing from inside falling out. I expected to not have any issues with this due to it not being old and having the warranty to back it. When I spoke with the representative from the company regarding the warranty, I was informed that since it was not the leather part and not intentional damage, the company would not cover it. This is NOT what was explained NOR ever mentioned when purchased. We were falsely lead to believe that it did not matter what happened, the warranty would cover. This is complete FALSE advertisement or lack of knowledge on the salesman's part. The part we were told is to report it in 30 days. We did that and still told it was not covered. This should have been explained to us but instead it was not and now we are left with a couch that is only a year and a half old, and is falling apart and unable to be fixed. I want this resolved ASAP before more issues happen. This was unacceptable behavior of a salesman to not give accurate information just to make a sale. The customer should be informed of what may not be covered so they can make an informed decision. I have had several family members purchase from this store and I would have purchased more, but if this is not resolved, I will make sure everyone I know and others are aware of the false information being presented when purchasing from Park Home. I will also make sure no one purchases this warranty from any company that uses your services if you cannot commit to the warranty people promote.

  Business response

  11/27/2023

  The customer placed their claim in August 2023. The claim was reported to be a tear from an unknown cause under the leather. Customer reported that they noticed stuffing under the furniture on the floor. This was noticed 1 month prior to placing the claim. Once documents/photos were received for further review, it was noted that the damage is to the felt "decking" material which is not covered under their warranty coverage. Our warranty covers the leather upholstery. Also, the warranty covers rips, cuts, and tears from a specific incident. Ultra Care does empathize with the customer if they were not clear on the coverage being purchased. However, we must follow the coverages, guidelines, and exclusions of our warranty agreement. The customer was provided a copy of their warranty which states all the terms, guidelines, coverages, and exclusions of the plan. We are not able to process this claim any further. 

  Customer response

  11/28/2023

   
  Complaint: ********
  
  I am rejecting this response because: we absolutely did contact you within the appropriate time frame of 30 days. The seams falling apart should absolutely be your responsibility as it shows poor quality work on the product sold. It is unreasonable to believe that there is nothing you can do to help assist with this issue. It is more a lack of wanting to help or be accountable. Why call it a full warranty and allow people to believe it covers all when it actually covers very little. Terrible customer service and terrible product. 
  
  Sincerely,
  
  ******* ********

  Business response

  11/29/2023

  The time frame is in no way an issue with this claim. The damage was reported in a timely manner. However, the damage being reported is not a coverage with this warranty. Our warranty is not a manufacturing warranty and does not cover workmanship, quality etc. The warranty we provide and honor is against specific stains and damages not defects or wear issues. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact my warranty company for several months because my daughters bed broken, I got the bed from Jerusalem furniture. I paid an enormous amount of money for this bed and warrenty I called several times and could only leave a message for a call back - I was not called back at all until today..Of course today it's too late and the claim was denied, that the stragegy - not answering the call and asking for vm to be left and not calling you back until the 30 days from the incident so you wont be covered

  Business response

  11/08/2023

  Our records show an online claim was submitted by the customer on 9/25/23. A representative called this customer the same day but had to leave a voicemail. Customer service also attempted to reach out to the customer on 9/28/23, 10/2/23, and 10/4/23. Each time the customer was called, a voicemail had to be left as the customer did not answer. The customer did not call back and leave a message until 11/3/23. Upon returning to the office, someone reached back out to the customer on 11/7/23. The customer reported broken bed slats and stated it happened back in August. The claim was closed for over 30 days before the customer made contact with our office. At this time, we are unable to open/process this claim due to the time frame. Per the warranty agreement, the customer has 30 days to report an incident. The issue happened in August, customer placed their online claim on 9/25/23, service spent weeks attempting to make contact prior to the claim being closed. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from Main Street furniture and also purchased a protection plan through ultra care llc. I have a couch that need repaired and it’s been over two months and no one has got back to me with an update. I call daily and can’t get ahold of anyone or get a call back.

  Business response

  10/23/2023

  This customer did place their claim on 8/28/23. The customer reported pet damage which requires parts to be ordered. Our service team has sent multiple request to check on the availability of the necessary parts. We are still pending a response from the store/mfg. at this time. The system shows that the customer has been called but we unfortunately were unable to make contact. A voicemail has been left for this customer. Once we receive a response concerning the parts request, we will further process and be in contact with the update. 

  Customer response

  10/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have zero voicemails from them. I’ve called several times and no one answers. I’ve left voicemails and sent emails with no response. 
  Sincerely,
  
  ***** ******

  Business response

  10/25/2023

  The latest voicemail would have been on October 12th. I do not see any notes regarding a return call after that date. I will have the customer service representative assigned to this claim to reach out to this customer. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RUN. The next time I buy furniture, I will be sure that Ultra Care is NOT the warranty provider. And if they are, I won’t buy the furniture, no matter how much I like it. This company is beyond unprofessional. I just needed a simple repair. They are unresponsive and treat you like an afterthought. When I called them on it, they tried to revert blame back to me. They are IMPOSSIBLE to reach, and when you do get through it takes WEEKS to get a response. And then it takes another MONTH to get a response to that, if you’re lucky. They called me back once and because I didn’t respond in FIVE days (I was traveling) they dropped my claim! Unbelievable since they are MIA 95% of the time! I have been calling back for weeks, I finally got someone who told me to send info, which I did SAME DAY, and nothing again. It’s been a week. So I just got off the phone with a supervisor who essentially told me all the reasons I’m wrong and that this is the process. Uh, what? Absolutely zero appreciation for the customer, she just told me that what transpired ‘couldn’t have’ because her people are that good. She SCOLDED me. Repeatedly. This woman went on about how it’s perfectly acceptable to make a customer wait and wait and wait, no apology, no attempt at accommodation or just fixing my couch! Then she went on to say that’s she’s been in customer service for years and that she essentially knows it all. I would never EVER talk to a customer the way she addressed me, no wonder they have SO many awful reviews! People, steer clear.

  Business response

  09/12/2023

  I have pulled all the call logs, emails or correspondence with the customer. The customer originally called and left a message on Thursday March 30th, and it was returned on Monday April 3rd. Customer placed her claim concerning peeling of the material and power issues. At the time the claim was initiated, the representative requested photos and the purchase receipt. One week later, the information had not been received. A 5 day letter was sent to the customer on April 10th to request the information again. The letter does state exactly what is needed. The letter also states that if the information is not received within 5 days, the claim would be closed. The information was not received. The representative closed the claim after 14 days, making sure to allow extra time for the customer to respond. The customer sent in photos on May 27th, however the claim was already closed. The customer also left a message on June 5th. Customer service called the customer on June 7th to advise that this was closed, but they had to leave the customer a voicemail. The customer did not contact us again until August 31st. A call back was made on our following business day which was September 5th. During the call on September 5th, the customer service rep requested the purchase receipt (was not sent previously) as a courtesy to try and assist the customer. This customer sent the receipt on September 6th. All emails are processed in the order they are received. Ultra Care is closed Friday-Sunday. The customer called and left a message on Friday requesting a supervisor. Someone spoke with the customer on September 11th (next business day) and advised the customer that all claims and documents are processed in the order they are received. The claim is being reviewed/processed as a courtesy but must be done in order. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid for a warranty that states pet damage is covered. I was honest and told them I wasn't home at the time it happened; I suspected a dog damaged it but I didn't know 100%. I later confirmed with my husband that it was absolutely 100% dog damage. They denied the claim because they stated, "you said at first you weren't 100% sure". So even though I clarified with my husband what the damage was from, they wanted to manipulate my words and make it so they didn't have to pay for repairs. I feel like I have been scammed! They need to either make the repairs accordingly or refund my money. I paid $800 for this so-called warranty. They also tried to tell me that because I moved residences over two months ago, that they feel like it was possibly damaged while moving. I told you it was the dog! You don't get to tell me I am lying! That chair wasn't damaged prior to my sister-in-law visiting. I sit across the room from it, I would have seen it. My sisters-in-law dog is even in the picture!

  Business response

  08/31/2023

  The customer called on 8/7/23. It was reported that the leather was tore. Customer stated they were not sure how this happened, and that it could have been caused from either moving or the dog. The customer stated they had moved 3 weeks prior to placing the claim. It was stated that this was possibly from loading it on the trailer or getting it in the front door. All the information that was reported at the time was also confirmed with the customer prior to processing. The customer confirmed that everything the representative had in the system was correct. Once the photos were received and the claim was processed, it came back as a non-covered claim. This was a non-coverage due to unknown damage. The photos are consistent with the leather rubbing against something and tearing/scuffing. During my management call with this customer she wanted me to "change" the claim. I advised the customer that a claim can not be changed/deleted after confirming and processing. We are unable to process this claim as a covered claim due to the guidelines and exclusions of the warranty agreement. I am more than happy to provide the customer with a pro-rated refund of her warranty plan. The customer paid $348 for her warranty. The customer used approximately 20 months of this time. The remaining balance which would be refunded is $232.00. 

  Customer response

  09/01/2023

   
  Complaint: ********  
  I am rejecting this response because: Your incorrect, I paid for two warranties for a total of $746. That is what needs to be refunded! And your response is a lie. Your company totally controlled the conversation! Yes I moved, but no I did not tell you it was from moving. I told you I wasn't 100% sure. I also told you I would confirm with my husband. What you should have done was said, then call back after you confirm with your husband! You knew exactly what you were doing! Worst company values! Nothing but out to steal peoples money!
  
  Sincerely,
  ***** ******

  Business response

  09/06/2023

  We will send a technician out to inspect the damage and repair if possible. This will be done as a courtesy only at this time. 

  Customer response

  09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* I will await them to contact me to send the technician before considering this complaint resolved. We can be reached by phone at *************
  Sincerely,
  
  ***** ******

  
  

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• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attached document

  Business response

  07/27/2023

  Customer placed their claim on 6/12/23. The customer made a complaint that a plastic bar was broken and she found this on the floor. Photos and documents were requested at that time. All of the requested information was received/processed on 6/22/23. All documents and claims are processed in the order they are received. A work order was issued on the same day the documents were received. Per the technician, the customer was scheduled for July 12th. At the time of the appointment, the technician went to the home and observed that the drive toggle was broken and would need to be ordered. Our 3rd party sub-contracted technicians do not have all parts in their possession as these are ordered in a case to case basis. The technician report was received by our office on 7/19/23. The same day the report was received, the customer service representative sent the request for this part. Our process requires the customer service rep to work directly with the store on getting the availability of the necessary parts. As of 7/26/23, the requested information had not been received by our office yet. ****** has sent another request for this. Per our procedures, we must request this information 3 times from the store and must allow 1 week per request. The store has a direct relationship with the manufacture as they are the actual client. Once this information is received, ****** will be ordering the part. Parts generally take 4-6 weeks to arrive from the manufacture, which is beyond our control. Turn around time on the part orders will depend on the volume of orders ahead of this. We can assure that our company is working diligently to get this issue resolved as quickly as possible. The only other option we would have at this time is a pro-rated refund of the warranty. Our company is willing to continue processing the claim or to issue the pro-rated refund at the customers' request. 

  Business response

  08/16/2023

  Ultra Care does understand and empathize with the customer concerning the time frame it takes to complete a parts request. Unfortunately, we must request the required parts from the manufacture of your furniture. These parts request are processed in the order they are received by the manufacturing company. The general time frame we are given on the turnaround is 4-6 weeks. This does not mean the parts cannot arrive sooner, as it is just an estimated arrival time. 

  See attachment for original

  
  

  Customer response

  08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please see attached.
  
  Sincerely,
  
  ****** ********

  Business response

  08/28/2023

  Customer Care Services has serviced this customer and the part has been ordered. The manufacture ships the part. CCS does not have any control over the turn around time of parts arriving. We assure that all steps have been taken properly according to our procedures. Once the part arrives, we will send a professional technician to complete the installation. 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was talking to a manager of ****** ******** and I was told that they cannot reopen my claim for they didn't receive any communication from me. The last voicemail I received was dated 11/2022. According to them the last call that was made from them was 12/2022. I started my claim since September of 2022. When I called today, they are telling me that I will have to pay an out pocket expense in order for my couch to be fixed. I was asking the manager to send me or show me a letter or something that tells me that they cannot reopen a claim. They cannot provide me with that. I work at a hospital and I don't readily can answer my phone. Please advise for all I am asking is for a Five-year Furniture protection warranty be granted as stated in the contract. The date of purchase for the couch is 9/12/2021.

  Business response

  02/07/2023

  This claim was reviewed. The customer placed the claim on 09/08/22. The representative requested that she send in pictures and documents in order to process the claim. On 9/19/22 a 5 day letter was sent to the customer requesting the information as it had not been received. The letter states to contact Customer Care Services in 5 business days in order to avoid the claim being closed for no response. This letter was never returned to us. The address was confirmed several times with the customer. On 10/03/22 Customer Care Services still had not received a response from this customer. The claim was closed due to no response. On 11/01/22 a representative received an email with most of the information requested and responded to the email to request the rest of the information. On 11/07/22 the representative received the information. The supervisor re-opened the claim as a courtesy to the customer. It was determined to send a technician to the customers home to try repairing the damage as a courtesy to the customer. However, we would need to speak to the customer first for her to understand what the service would be. Calls were made to the customer on 11/15/22, 11/30/22, and 12/08/22. Each call resulted in no answer and leaving a message. There were no calls back from this customer. on 12/08/22 the claim was closed once more due to no response from the customer. The customer did not call back until 02/06/22 demanding to have the claim re-opened. Customer Care Services can not re-open a claim that has been closed for this long as it was only a courtesy that we re-opened it the first place. We have to be able to have a clear line of communication with the customer in order to assist. There has been a pattern of lack of communication from this customer. We opened the claim once to try and assist and are not permitted to open a second time. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 21, 2022 I purchased a sectional sofa from furniture distribution centers. I was offered a warranty at the time & agreed to purchase this as well. The warranty was supposed to be through customer care services llc. Our warranty number is “6887” the total purchase price was $1495.86. Less than 6 months after our purchase the handle on the cable was chewed off of the sofa. I also noticed a stain on the center console. I attempted to contact consumer care services repeatedly for weeks. I left them multiple messages, continued to call back & multiple times throughout the day, and even sent several online requests to have warranty coverage. I have never had a single response from them. I contacted the store I purchased the sectional from & was told to contact the warranty company. I told them I had been trying to reach them for months. He said that appears to be an issue with the company but all he can do is give me their contact info again. So I continued calling them. I have also contacted my bank to dispute the warranty portion of the charge. I first contacted them in September 2022. It’s now January 2023, they are still non responsive. I purchased a full warranty to protect my purchase yet they are failing to honor it.

  Business response

  01/26/2023

  I have had a chance to review all call logs, recordings, and messages. We do not have a call from this customer's phone number provided. All calls are logged. I was able to locate an online claim the customer placed at the end of October. A representative called the customer at the beginning of November to complete the claim with her. There was not an answer so a voice message was left. Customer Care services never received a response from the customer so the claim was closed out at the end of November.

   

  Customer response

  01/28/2023

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

  I have called numerous times! The phone number I called was ************. The answering machine is the only thing that answers. Even if I call during business hours. I have also left many messages at this number. I also submitted an online request. I just checked to see if I had a missed voicemail… none! I am attaching a screenshot of all the messages in my VM box…. As you see, I do not have a message from your number. One day I literally called every 15 minutes from 9am until 2pm. Then I had to go get my granddaughter from school & had to stop. I still never reached an actual person. I then checked the bbb site & saw I wasn’t the only one having this issue. I also contacted the store I purchased it from. They again referred me to the warranty company. They’re selling warranties but then not honoring the warranty when claims are submitted. 
  
  Sincerely,
  
  ******** *********

  Business response

  02/02/2023

  I have checked the call logs and online claims. We do not have any voicemails from this customer. I can only find an online claim that was for 10/31. A representative did call and had to leave a message. It was closed due to no response. If the customer does not leave a message our representatives will not be able to return the call. We will try to reach out to this customer again.

  Customer response

  02/03/2023

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

  they did finally call yesterday but they claim they cannot fix the damage. They stated it’s not covered under their warranty! If this is the case, I want a refund of their worthless warranty! 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/29/2022 Filed claim for sofa repair --Customer Care Services LLC denied claim, stating that the claim type or verbiage was incorrect. Claim type was corrected and resubmitted three times, all claims denied. The verbiage on the contract under "WHAT IS NOT COVERED" are the words "from a specific incident". When speaking directly with Customer Care Services LLC personnel about why my claims where denied, the would state, " because the damages your furniture where sustained "from a specific incident" that is not covered by the warranty. The verbiage on the Warranty Contract is written and designed to deny any claims that are submitted.

  Business response

  01/09/2023

  Customer filed the claim on 6/27/22. It was reported that there was a stain of blue jean dye transfer on a seat casing and the LSF arm. It was also reported that there were rub marks on the back of the sectional from the recliner be reclined and hitting the wall. A mechanism issue was also reported to the RSF recliner saying that it squeaked. Finally they reported that the legs were loose on the wedge and middle leg. They reported that some may have been caused from moving the furniture.They moved from one state to another. The rubbed areas on the back, were a non coverage under the warranty for surface abrasions and hitting the wall over time (normal use) and possible moving damage. The legs are a non coverage under the Customer Care warranty. Customer Care sent a technician out to address the stain and the mechanism issue. The technician reported that the color of the leather is peeling off from customer previously cleaning it. He also reported that the mechanism was ok. There were no issues to the mechanism. Under the warranty, the color peeling off is a non coverage for color loss and previous cleaning. It states not to clean to simply blot if able and to call Customer Care. Customer Care did address all covered issues. However, with the prior cleaning causing damage and the mechanism  in working order we could not proceed with the claim any further. The representative did go over the warranty with the customer. This was closed on 8/24/22.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought sofa from from the Furniture distribution Center and they sold me 3 year pet warranty. Recently I had a warranty claim and the company is not responding to either email nor phone. Warranty: 3 years Date of purchase: 8/2/2020 Amount paid for sofa and warranty: $1082.83 Business committed to repair any damage occurred due to accident in 3 years period. I would like the business to repair and fix the sofa or send me a replacement sofa Business is not responding. Warranty Agreement Number: **** 

  Business response

  01/03/2023

  Good Morning,

  I have went through our entire system, this customer does not have a claim with us under the name provided or the phone number provided. I wanted to make sure we did not have any messages from this particular customer. Our messages are currently up to date. I have went through past messages and do not have any messages from this customer. I am not sure who the customer is contacting. The customer is welcome to call ************. If they do receive a message please have them leave a message with their name, store of purchase, and best contact phone number.  We will return their call in the order received and as quickly as possible. 

   

  Customer response

  01/03/2023

   
  ********** ********
  
  I am rejecting this response because I called the number several times over last 3-4 weeks but never heard back from them. I called them today as well a* ************ number and left a VM as no one was able to take my call. I can be reached at ************
  
  Sincerely,
  
  ***** *****

  Business response

  01/04/2023

  Good Morning,

  We can have someone reach out. If you have left a voice message we do have 24-48 business hours to return the call. Again all of our calls are up to date and I do not have record of any messages left. Also please take into account that it is the holiday season so the call volume is extremely high. 

   

  Customer response

  01/04/2023

   
  ********** ********
  
  I am rejecting this response because: I have left atleast 4 VM messages at the number which was provided since last 1 month. Until I receive a call with the resolution, I am not okay closing this case. 
  i would request the person responding yo these notes, to call me at ************ and help me with the resolution. 
  

  i am worried that if responding to the call is taking this much trouble then how will the resolution look like. Pls fix the issue with sofa immediately to resolve the issue.
  
  Sincerely,
  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩