Reviews
Customer Review Ratings
Average of 14 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromRonda D
Date: 06/03/2025
1 starRonda D
Date: 06/03/2025
Masterguards written response to complaints is all you need to know about the company - unprofessional. Definitely not worth paying for a warranty with a company that has multiple customer service complaints. For those of us who fell prey to trusting Kanes would partner with only reputable companies consider this a ****** leaned. Zero faith in this warranty and zero stars for Masterguard.
UV3 Masterguard
Date: 06/04/2025
After reviewing the customers review, it appears to be empty in substance. One must believe that it is for no reason at all other than to slander and smear anything she disagrees with. UV3 apologizes that she misunderstood the written instructions on the label of our product. Therefore, it has nothing to do with the warranty. With that said we want to thank her and all our customers for choosing **********************.Review fromDakota G
Date: 04/18/2025
1 starDakota G
Date: 04/18/2025
I would leave zero stars if I could. UV3 Masterguard appears to only have one representative names **** *******, a curmudgeon old man who doesnt approve anyones claims. I bought my couch back in 2021 and it has been in pristine condition since I purchased it and kept up with at least every quarter. Recently while having some work done on my house a contractor (my uncle) spilled a big gulp soda across the two couches placed in the center of my living room. No big deal because I have a warranty on it right? WRONG! I put in a claim with UV3 Masterguard and after weeks of waiting a technician was sent out to inspect the couch, now this is probably a solid month after the incident occurred but I had to wait for the technician to be scheduled to come out. The technician walks in the door at 3:58, looks at the couch says he cant clean it and is out the door by 4:00 on the dot. When I purchased this set from Kanes I was assured up, down, left & right that if this company cannot get a stain out theyll replace the set, I know that was 5 years ago but I actually purchased another set for my extension on my house just 2 weeks ago and got the same sales pitch that they can get out any stain and if they cant theyll replace it. The technician came on Thursday and by Monday I had a letter in the mail stating that it was a denied claim for accumulations of stains, funnily enough that was exactly what the sales pitch said they would fix! LIES! I reached out to UV3 Masterguard and hes just a grumpy old man who claims I broke the terms and conditions and that if it was a contractor who spilled soda then he needed to fix it and that they wont cover it now. First off, its just soda, COME OUT AND CLEAN IT!! Second, I should be able to make a claim any way I see fit. Its just a scam company, please look up their Consumer Affairs reviews, also their reviews on their *********, ********** location. I wish I had enough characters left to go into all the details I want to.UV3 Masterguard
Date: 04/22/2025
After reviewing this customers review, I must point out the nature and intent of Mr. ********* The review is full of personal attacks and fabrication of the truth. The fact of the matter is that Mr. ********* fabric sofa and loveseat are ruined with accumulation of stains and color loss that are beyond service. Mr. ******** knew this beforehand, but he had ill-tent. UV3 Masterguard opened a warranty claim and on April 09, 2025, a professional service technician inspected his fabric sofa and loveseat who determined that both items were beyond cleaning due to the accumulation of stains and discoloration all over. Mr. ******** claim was declined for accumulation of stains, color loss and the #1 under the Terms and Conditions of the warranty plan. The # 1 under the Terms and Conditions states that this plan is a Not Cleaning or Maintenance Plan. Mr. ******** insists in his BBB review that he does not have to follow the Protection Plan Terms and Conditions that he agreed to at the time of purchase. With this said I must conclude our statement.Dakota G
Date: 04/25/2025
The funniest thing about the blatantly misguided response from UV3 Masterguard is the owners insistence that he knows better than his customer, as if he is some kind of psychic. Accusatory statements claiming I fabricated a story about what actually happened. Please dont even just take my word for it. Please look up their reviews for their headquarters on ******, and all of the reviews on Consumer Affairs. The owner loves to craft intricate definitions of what he doesnt cover. If I could post a photo of their extremely vague terms and agreements I would in a heartbeat, He just simply doesnt want to give the coverage that Kanes furniture promotes. Like I said before I just recently purchased another set before the incident with UV3 Masterguard and I got the sales pitch that this warranty covers anything and everything, its just not true because the owner of the business doesnt want to cover anything. This incident with my previous couch was an isolated incident, I was working on my home and we had a spill its really that simple, theres no discoloration across the entire sofa because its velvet and if you run your hand across it, it has a darker undertone under it, but yes there are stains FROM THIS INCIDENT. Its not an accumulation of stains, its stains from one incident. The owners insistence on seeing the worst in all his customers makes it very clear this is not a company you want to do business with. Please look at EVERY OTHER review across multiple platforms along with the horribly unprofessional responses from the business itself. If you have to bash your customers because youve been called out for mistreating and misrepresenting your company then you probably shouldnt be in business. Please EVERYONE cancel your warrantys because YOU CAN, and then simply dont purchase them going forward. I know hes going to respond with something like he read the terms and agreements and signed it upon delivery, I still have my envelope of all the paperwork I had gotten when I picked up this furniture and I couldnt find anything related to UV3 Masterguard and its all stapled together, locked away in the filing cabinet, but nothing that I signed, this was 4 years ago, but with the furniture store selling this like it will save your furniture no matter what and then this companys horrible business ethics, just avoid it all together. It will save you the stress I promise you that. Again, please read all the other reviews and a lot of the responses from UV3 Masterguard are quite comical as well.UV3 Masterguard
Date: 04/29/2025
Again, another review from Mr. ********* He has a lot to say but really has no substance. He should just say that he refuses to take responsibility for anything. With this said Mr. ********* Masterguard 7-************ Stain Protection Warranty Plan # 1 under the Terms and Conditions states, This Plan is Not a Cleaning or Maintenance contract, insurance policy, or the original manufacturers warranty. Therefore, if your furniture has stains all over this is not covered.Review fromRichard C
Date: 01/29/2025
1 starRichard C
Date: 01/29/2025
I purchased the UV3 Masterguard Fabric Protection for all of my kitchen, dining room, and living room furniture from Kanes Furniture. After some time, we noticed some staining had occurred on the kitchen chairs we use every day and I submitted a claim. I had to provide pictures, receipts, and a detailed form for each chair. The claim was immediately denied saying that it does not cover stains that accumulate. Only stains that happen and are reported in 5 days are covered. That is not how is works in real life. The stain protection was a complete waste of money. I am asking for a refund. ***** should immediately stop selling this worthless protection.UV3 Masterguard
Date: 01/30/2025
******* ****** contacted our company on January 20, 2025, to submit a warranty claim on his 5 dining room chairs and 3 counter stools, that is 2 sets of dining room furniture. The chairs and stools, seats and backrest are extremely dirty. Like nobody has maintained them. Their situation is not a warranty issue since the Masterguard 7-************ Stain Protection Warranty Plan states in the # 1 under the Terms and Conditions that, This Plan is NOT a cleaning or maintenance contract, insurance policy, or your original manufacturers warranty. Furthermore, the warranty under the section titled What is Not Covered states, Any accumulation of stains or damage will not be serviced. Also, ******** ******, wife, called on September 01, 2023, asking for a full cleaning on 12 fabric chairs and I explained in detail the same thing that the warranty is not a cleaning service and is for a specific stain incident only. A copy of the warranty terms and conditions was emailed to them that same day. *** and Mrs. ****** failed to follow the guidelines of their warranty plan that they agreed to and now want to push off their responsibility for cleaning and maintaining their furniture on our company. A refund or return can only be done during the time frame stated on the back of the original purchase receipt that *** and Mrs. ****** signed and agreed to. They are way beyond that time frame.Richard C
Date: 02/04/2025
The company did not provide the terms and conditions or require us to review or sign anything when we purchased the stain protection . We only received the sales brochure. Now they use their internal terms document as the basis for denying the claim. They also falsely state that "nobody has maintained them". We attempted the clean the chairs each and every time anything happened however the stain protection simply did not work.UV3 Masterguard
Date: 02/07/2025
Mr. ****** falsely states that he did not sign the purchase receipt nor the delivery receipt which both have our Masterguard Protection Plan listed on the printed receipt. And the Terms and Conditions always prints out with the receipt that is provided to the customer for their review. He also claims that he maintains his furniture. If that was the case, he would not have submitted a warranty claim for 5 dining chairs and 3 stools.Review fromChris C
Date: 07/07/2024
5 starsChris C
Date: 07/07/2024
I purchased my couch and opted for the additional insurance.. we recently had and issue and I contacted the Store I purchased it at and they directed me to Masterguard.. I reached out to Masterguard, they set up someone to come to my house to address the issue.. *********** was very nice and friendly and after it was determined that it could not be corrected a Masterguard representative contacted me asked me some questions and a replacement item was ordered for me.. I have seen some negative reviews but I have nothing but positive about my experience. I waited till everything was settled before writing my reviewUV3 Masterguard
Date: 07/09/2024
Thank you, for your excellent review. We are happy to have assist you with your protection plan.Review fromKim R
Date: 05/17/2024
1 starKim R
Date: 05/17/2024
This company does not honor there warranty. My husband and I purchased a warranty for furniture fabric protection through Kanes furniture and the gentleman at UV3 said in our warranty it states that ink is only covered if it's on leather. No where in this warrenty does it state this. We are very dissatisfied with this company and want our money back. I do not recommend them to anyone. Don't waist your money.UV3 Masterguard
Date: 05/20/2024
After reviewing the customers ******************** review comment. It has come to our attention that ************* Claim Request Form/Service Request Form was submitted Incomplete, and she was informed of this. *************** has demonstrated insufficient data to open a warranty claim; therefore, it was mailed and e-mailed back to her. She is fully aware that her Claim Form she submitted is Incomplete and was never denied. *************** is dissatisfied with our company, because she did not follow the instructions and complete a claim form as provided by our company. *************** is correct, the warranty does not mention ink anywhere in the fabric warranty coverage. *************** was aware of the warranty coverage beforehand since she submitted a copy of the warranty to our company. As far as requesting her money back I would like to point out several issues with her request. First of all, her claim was not denied,because her claim form was incomplete, she was also well aware of the warranty coverage before she contacted our company, and finally she is outside the traditional 90 days for returning an item or requesting a refund.Review fromDenise L
Date: 03/28/2024
1 starDenise L
Date: 03/28/2024
Do not get the UV3 Mastergard protection unless you have furniture that is seldom used or wrapped in plastic. The sofa, chair and ottoman I purchased had white piping along the edges. I was concerned that they would get dirty. I was assured that that was covered, and I did not have to worry. I have several stains from normal wear. An ottoman is made for feet. I put in a claim, and was denied. Stains must be reported within 5 days. So, if you are concerned about normal use stains over time, do not bother submitting a claim. As most others, my claim was denied. Nowhere in the paperwork provided to me by ****** does it state any of the information about 5 business days to report It does state that it "provides a barrier against the abrasion of dirt and dust particles, increasing the fabric durability. I would never recommend this and warn people away. Just another company with promises, promises, and loop holes for their escape to provide service.UV3 Masterguard
Date: 03/29/2024
After reading your review of UV3 Masterguard, we would like to clarify the details of our protection plan. When we reviewed your claim, you stated dog urine was present on all furniture. You did not purchase a pet warranty. We sent you a courtesy bottle of stain remover in good faith to assist you for any future stain incidents. UV3 Masterguard paperwork regarding your protection plan was given to you at the time of your purchase with Kanes Furniture. The warranty states that accumulation of stains is NOT COVERED by the protection plan. Accidental stains, as in one time occurrence is covered by the protection plan. Such as food or drink spills. Immediate attention to any stains or damage within 5 days is standard to assist our customers to remove stains as they occur, to prevent long-term damage to the furniture.Review fromMichelle S
Date: 02/04/2024
1 starMichelle S
Date: 02/04/2024
Would give 0 stars if possible. I purchased a warranty plan with Kanes Furniture for a leather sectional. An accidental tear occurred and UV3 said it would not be covered. They called it a ***** I was advised to pay out of pocket to have it repaired before my protection plan continues as normal. This is clearly a scam! How can the company differentiate between a **** and a tear just so that its in the companys best interest to not have to repair it.UV3 Masterguard
Date: 02/05/2024
This is in response to ************************************* BBB Review on February 4, ****. A professional leather technician inspected her right arm facing chaise on January 23, ****, and determined that the damage is not a rip or tear. The technicians professional assessment of the damage is that it is a **** in the leather. ************************* also called the damage a **** three times in the e-mail she sent to our company on February 3, ****, which acknowledges that the damage is not a rip or tear; therefore, would not be covered by the protection plan. Please see ************************* e-mail to our company below. From: ************************************* Sent: Saturday, February 3, **** 11:02 AM To: *********************** Subject: Declined Coverage Hello ****, I received your letter regarding declined coverage on my leather chaise. I do not understand the reason behind the denial of my claim. Can you please differentiate the **** I have in the leather versus a tear or rip as stated in your letter. The **** in the leather was indeed done accidentally, and left unattended can get larger over time if not attended to. I am disappointed by this decision on your companys behalf. It is for reasons such as this that I am paying for protection coverage. I do not feel that I need to pay out of pocket to have the accidental **** to be repaired before my protection plan continues. Please explain to me the point of paying for coverage for over a year when I am not covered by your company. I am very disappointed with this decision and will be reaching out to ***** Furniture to look into this matter. *************************************Review fromDeidre C
Date: 09/14/2023
5 starsDeidre C
Date: 09/14/2023
They replaced my ottoman when my nephew peed on it and I couldn't get the stain out. The first time I've had to use the warranty that I paid for on two different occasions. Very satisfied.UV3 Masterguard
Date: 09/15/2023
Hello ******************, thank you for your review of your experience with your purchased Limited Stain Protection Warranty Plan. It is great to hear your claim was completed and you are satisfied with the conclusion. Thank you for following the claim process and for choosing UV3 Masterguard.Review fromNhip N
Date: 09/09/2023
1 starNhip N
Date: 09/09/2023
Claim denied like everyone else here and in the ****** reviews. I had a seizure a few weeks back and luckily I'm still alive and survived but now I have opened my eyes to the way the world works and am ready to fight this to get back my hard earned money. I've submitted all the pictures and filled out the form correctly but they sent me back a letter in the mail stating I was denied due to bs about "Accumulation of damages and for damages not mentioned in the warranty coverage" Well ****************** please be prepared to either give me a full refund of the $200 I spent to purchase the warranty or replace my couch. I don't have time for a back and forth and if the response I get is neither of those then please be prepared since I will be contacting my lawyer and will file for a lawsuit. I'm sure with all the people you have scammed my lawyer will have no problems finding the information needed to show the world how much of a scam your company is.UV3 Masterguard
Date: 09/11/2023
*************************, we here at UV3 Masterguard sympathize with your medical situation and hope that your recovery is quick and complete. We have taken another look at your claim and unfortunately, based on the claim you submitted and the terms and conditions of the Limited Leather Protection Warranty Plan you purchased, your claim is not valid. Everyday use and cracking and peeling as you stated are not items that are covered by the Limited Leather Protection Warranty. Accidental rips, tears and ***** (accidental - meaning a one-time occurrence), is what is mentioned in the coverage. We encourage customers to review their terms and conditions before submitting a claim. This way what they presume to be covered, verses what is and is not covered by the Limited Warranty purchased is clear. UV3 Masterguard does and will continue to honor the Terms and Conditions outlined in the agreed upon Warranty purchased by each customer.Review fromJoseph K
Date: 07/24/2023
1 starJoseph K
Date: 07/24/2023
Very disappointed and I now suspect this company is just a scam. Submitted photo proof and completed their forms in indicating the stains were permanent and I had tried to remove myself and even had a professional attempt removal. The stains were from food spillage over a period of time as I stated on the form. I also find it interesting now that all of the complaints seem to be with a singular agent (***********************). Initially I contacted ***** and ******* told me that honestly she thought there was little hope of a satisfactory settlement. I do not understand why they continue to do business with this company and next time I am in Kohls I plan to talk to the manager about this. I plan to make it clear to Kohls this company is hurting their reputation. This warranty was bought in good faith but it is a total waste of money.UV3 Masterguard
Date: 07/28/2023
******************, after reading your review, revisiting your claim and comparing it to your initial submitted statement, unfortunately the basis of your claim is not within the terms and conditions of the Warranty. The Limited Stain Warranty Plan you purchased, is not a cleaning maintenance contract for accumulation of stains over time. As stated in the Warranty, any stain must be reported within 5 days and failure to follow requirements can result in a denial of service. Your claim states, over time and multiple since June 1st 2022. While we understand the outcome of your claim is not what you were hoping for, we continue to stand within the guidelines of each and every purchased warranty.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.