Complaints

This profile includes complaints for Ultra Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ultra Care

  2430 Monticello Rd Somerset, KY 42501-3019

• 

  Ultra Care

  2432 Monticello Rd Somerset, KY 42501-3019

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is denying warranty claim because she is denying facts and choosing what aspects of the warranty benefit them to deny me with.

  Business Response

  Date: 06/10/2025

  The customer reported stains/damages to their 5 pc sectional . It was reported that : damage is to the seats and the back of the seats - The LSF arm is stained, the 1st backrest is stained (and the top), the 1st seat casing is stained, 2nd seat is stained, 2nd backrest is stained (and the top), 3rd backrest is stained(and the top), 3rd seat/wedge seat is stained, 4th backrest is stained (and the top), 4th seat is stained, 5th backrest is stained (and the top), the backrest to the console piece is stained (the top), the top of the console lid is stained and the stitches are coming out, the front panel of the console is stained and the stitches are coming out, the 5th seat (last one) is stained and the stitches are coming out, the 6th backrest (last one) is stained (and the top), the RSF armrest is stained and stitches are coming out, and stitches are coming out of the front panel of the RSF arm. (all from LSF to RSF) - the stains are all cat urine - started happening early May - Stitches just started on their own - tried to shampoo the couch multiple times and paid a professional once. Once this was processed, it came back as a non-coverage due to normal use, excessive staining, prior cleaning, and an accumulation of stains/damages. Although, the warranty does cover "All Stains" there are still guidelines and exclusions. The warranty does not cover any accumulation of stains and/or damages. It also does not cover excessive stains/damages. We are unable to process this claim any further per the warranty guidelines. 

  Customer Answer

  Date: 06/10/2025

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

  This is a written contract. You cannot make up

  Although, the warranty does cover "All Stains" there are still guidelines and exclusions. 

  Where are the guideline and exclusions? 

  Are they precise in definition or broad?

  This is a poor attempt to NOT stand by their warranty, that THEY pride themselves on.

  At this point I'm not even asking them to fix or replace the couch. I would just like a refund for services PAID FOR and NOT received. 

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

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new sectional sofa on 4/23/2023 with additional 5 year furniture protection plan from Customer Care Services LLC. On or about April 1 2025, I brought home a new cat, unfortunately the cat was destructive and I could not keep the cat, this cat did significant damage to the sectional sofa. Upon noticing the damage I immediately contacted the protection plan from Customer Care Services LLC and submitted a claim. on April 7 2025 I received a response via email from ****** *** **** requesting a cell number to text. I provided cell on same day. On April 8 I received two texts, one stating I needed to respond within 10 days providing original sales receipts, description and pictures of damage. I responded providing this information on April 14th. I received other texts for clarification of damage which I provided. Today April 17th I received a text stating the claim was denied due to "accumulation of damage" clause. I rebutted stating this is one damage, from one event and was reported immediately. I asked for clarification before escalating. The response was " Ultra Care is honoring the contract. This is a build up of multiple areas from a cat that has caused it to turn into an accumulation. We can't move on further with this claim" Please explain how one cat scratch is noticeable to the human eye, and how you contain a cat from scratching multiple areas when you don't even see the damage occurring. This company should not be allowed to state they cover pet damage if they truly do not. I've been a pet owner for 40 years. It doesn't matter if it's a cat or a dog, you cannot stop them from chewing or clawing multiple areas and no reasonable person can notice this type of damage until its significant enough to notice...furthermore it is not possible to stop the damage from continuing to happen after its noticed unless you remove the animal or buy furniture protectors. I did bot as soon as damage was noticed.

  Business Response

  Date: 04/22/2025

  The claim was made on a 2 piece sectional. Damage from the pet was reported to be on 3 separate corners and 2 side panels. Once the photos were received it shows the damage to be extensive and likely caused by multiple incidents which accumulated over a period of time. The warranty does not cover extensive or accumulated damages. We are not able to process the claim any further per the warranty guidelines. Ultra Care is willing to provide the customer with a pro-rated refund of their warranty as an act of good faith to compromise with the customer. 

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: The policy clearly and explicitly covers pet damage. I reject that the company's finding that this is an "accumulation of damage" exemption. Clawing damage by a new animal happened in about a weeks time. Any reasonable person can understand that an animal does not choose one spot only to claw. Upon noticing damage, I took every reasonable effort to prevent further damage including removing the animal permanently, and adding anti scratch material. The response that multiple damage areas is a reason to include accumulation of damage as a waiver is a far stretch. This is a sectional sofa. Does Ultra care also now claim that any damage to multiple pieces in one event is preclude from coverage due to accumulation of damage exception? This is a classic example of an insurance scam finding any reason to not payout a valid claim. I will not accept any position on part of ultra care other than repairing or replacing the covered piece of furniture. 
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Business Response

  Date: 04/23/2025

  Ultra Care does stand with the findings of the claim. However, I am willing to  approve for a technician to come to the home and perform a detailed inspection. This will give everyone a professional opinion on the damages. The technician report can assist in determining how or if to proceed any further. Please advise if you would like to take this step. 

  Customer Answer

  Date: 04/24/2025

  
  
  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,
  
  
  
  ****** ************ 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchases a warranty for paws and claws damage. They are refusing to repair the couch claiming “neglect” there are no stations on the couch it’s wet from where the dog licked it. My warrant flat out states they cover stains and pet damage and they are still refusing to repair the couch

  Business Response

  Date: 04/09/2025

  This customer placed their original claim on 3/6/25 for a scratch from the puppy. This was on the RSF back side. After gathering information, an approval was sent for the part to be ordered. The approval was sent on 3/20/25. On 4/1/25 the customer wanted to add more damages from the pet. This was on 2 more areas. Once new photos were received, there was an accumulation of stains and/or damages on the sectional. I am adding the first picture and second to compare the difference that occurred in a 2 week span. This was at that time sent to upper management as well as the store. Everyone collectively agreed that this was definitely an accumulation and almost borderline neglect of the furniture. We let the customer know that we were still assisting with the original claim, but were unable to proceed with the added damages. The customer spoke to our representatives very vulgar. I believe the store may be looking at obtaining the extra parts to assist the customer. Ultra Care will continue to order and pay for the original part that was reported as well as the installation of that part. Unfortunately, we are not able to proceed with the other damages. 

  Customer Answer

  Date: 04/11/2025

   
  ********** ********
  
  
  
  I am rejecting this response because: they are not honoring their warranty. The couch does not have stains. It was wet from the dog licking it. I sent proof that there are no stains. They are a scam with the warranty and need to honor the repairs they said they would do. To say this couch which is months old is neglected is absolute lies. I sent many photos proving the damage from the puppy which is the whole point of the warranty and also showing that there are zero stains. They are a rip off and need to refund my money. Such a scam!!
  
  
  
  Sincerely,
  
  
  
  *********** *******

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my four chairs with warranty for 5 year from ******* in Jersey. The sales representative from ******* sent me an email with one page of the warranty agreement. Before I purchased the chairs from ******* the sales representative confirmed that this type leather doesn’t cracking and peeling and that wasn’t the case for me. All the four are cracking and peeling. I reached out the warranty company Ultra care for service and the customer service team is very unprofessional and they are not helpful with the issue. I never received the full warranty agreement, I only received one pages that was attached to email to me. I’m requesting for ******* or Ultra care for service on my chairs or a full refund. ******* charged me so much money for this chairs.

  Business Response

  Date: 04/02/2025

  This customer placed a claim for cracking and peeling on 4 leather dining chairs. They did report that nothing happened to cause this damage. Our warranty does cover several accidental stains and damages. However, the warranty does not cover cracking and peeling at anytime. Cracking and peeling is generally caused by leather becoming dry over time and/or normal usage of the leather over a period of time. We would not be able to process this claim any further per the warranty agreement. I am attaching a complete copy of the warranty which shows coverages, terms, and exclusions. 

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional from Urban Underpriced, and along with that purchase, purchased what was presented as a service plan to cover the product for 5 years. the contract number is ****, the invoice for the product is *****. Contact was made in Late December 2024, about the recliner on the left side of the sectional making noise when raising and lowering. Also at the same time, I asked about getting either a part for purchase, or a replacement of the power mechanism for the armless recliner.
  
  Roughly 3 days after calling **************, I received a call and took pictures of the issue, and filmed the noise occurring when the recliner went up and town. during the 4 weeks it took to get a-1 furniture repair to my house, the power to the left end recliner went out. The service tech arrived, and replaced the power unit to the recliner, but was "unaware" of the request to repair the recliner. strange, as that was the text sent to ultra care.
  
  6 weeks have gone by since the initial visit, and today, 3/11/2025 I was called and told they could not get the part, and that they were going "out of their way" to give me a partial refund.
  
  I want this company band from seeing their "service" as they lied to me and complete insulted me telling me I submitted uncovered things. not my problem, as I was told "seating" was not covered but that a tech would be dispatched to address recliner, so they lies, listen to the calls
  
  I want a complete refund, and them based

  Business Response

  Date: 03/11/2025

  The customer placed their claim on 11/22/24 for a grinding noise on one recliner, another seat padding being wore down on one loveseat. There was a 2nd loveseat reported to have a cable broken. It was reported that the cable broke a couple of month prior to placing the claim. The customer was advised on 11/22/24 that the padding and cable issues were not covered. The warranty does not cover padding at any time. Also, there is a 30 day reporting time frame. Customer service requested a copy of the customers warranty and purchase receipt for further processing of the mech issue. Once this was received, a work order was issued on 11/26/24. The customer was scheduled for 12/23/24 but the customer needed to reschedule. The customer and tech acquired a new date of 1/17/25. The tech was able to repair the power issue but needed a new mechanism to complete the other repair. A request was sent to the store to check on the availability of the necessary part. The store advised this sectional was discontinued and no parts were available. The customer had the non-covered issues which made it ineligible for full replacement. The only remaining option per the warranty guidelines is a pro-rated refund. The customer was offered the pro-rated amount of $26.36. Customer was upset with this resolution. As an act of good faith, our company is willing to offer the customer $100 of the original purchase price which was $199 in July 2020. 

  Customer Answer

  Date: 03/19/2025

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

  This company is a fraud. and DOES not honor their own contract. Last November they were provided proof of a malfunction of the covered part and then took nearly 5 months to slow roll their response to decline a claim. The original complaint was the right power recliner made a loud binding and or grinding noise while going up or down. The company was sent a video, and was asked if I could ORDER a plastic bracket that supported the right inner recliner power control. I was told that part was not covered, and to ASK the technician when they arrived if they could order a part. NEVER once was the company, ULTRA care asked to replace that power controller. Roughly 6 seeks after opening up the initial request to repair the power recliner sissor mechanism, the powwer to the chair completely stopped working. I askedd them to replace the power module. Roughly mid january, A1 furniture finally arrived to do the repair, they replaced the power module, but started to leave when I asked them about the recliner, they responded, what ? I demoed the issue to them an dthey told me that I had to wait on Ultr care to ORDER a replacement part, and it would be shipped to urban underpriced, or me Fast forward to 3/12/2025, neither has happened, and ultra care called last week to tell me FO, and they could not fix the chair, and were closing the claim. thery stated they were "doping me a favor" and offering me a partial refun d for their crappy contract. They owe me a full replacement of the right recliner, and the power module of the inner right unit, as the stupoid contract CLEARLY states, power componets are covered.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 03/26/2025

  This customer had a coverage and non-coverages on their furniture. The non-covered issues make it ineligible for full replacemnent. The tech was able to repair the power issue but needed a new mechanism to complete the other repair. A request was sent to the store to check on the availability of the necessary part. The store advised this sectional was discontinued and no parts were available. The customer had the non-covered issues which made it ineligible for full replacement. The only remaining option per the warranty guidelines is a pro-rated refund. The customer was offered the pro-rated amount of $26.36. Customer was upset with this resolution. As an act of good faith, our company is willing to offer the customer $100 of the original purchase price which was $199 in July 2020. This is the only resolution we are able to offer per the warranty terms and guidelines. Our company did attempt to repair the issues with a technician as well as inquiring about parts with the store/manufacture prior to the claim resulting in a pro-rated refund. 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  
  
  ****** ********* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.