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:07/27/2023

  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.

  See attached document

  Business Response

  Date: 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

  Date: 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 Answer

  Date: 08/25/2023

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

  Business Response

  Date: 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

  Date:02/07/2023

  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 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

  Date: 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

  Date:01/23/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/05/2023

  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.

  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

  Date: 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

  Date:12/27/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

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

• Initial Complaint

  Date:12/05/2022

  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.

  We bought furniture in June 2018, along with pet insurance-When we filed the first claim it was turned down, went to file a second claim and they refuse to do anything because it had prior damage. They take advantage of anyone and downright lie in the store. We were told that it covered everything from damage during a move to pets etc. They declined claiming it to be normal wear and tear and refuse to fix anything else because of the one spot of damage. We want our furniture repaired or a refund of the so called insurance they scammed us into buying.

  Business Response

  Date: 12/05/2022

  The customer's complaint is not with **** ****, it is with Customer Care Services, LLC.  Customer Care Services, LLC is a furniture protection plan company, and they decide if the damage is covered under the protection plan. Sofa City does not have any say in the process.  Customer needs to file a BBB claim against Customer Care Services, LLC. 

  Business Response

  Date: 12/05/2022

  Customer filed an initial claim on unknown damage. After review it was determined to be normal wear. The warranty the customer carries does not cover normal wear as well as does not cover unknown damage. This claim was a non coverage per the warranty. The customer then filed a claim on pet damage to the sofa. We requested the necessary documentation. The customer service representative did process the claim. A furniture technician determined this damage is not repairable due to the type of damage. The representative then gathered information to see if Customer Care Services could get a new backrest casing. A response that parts are no longer available was received by the representative. Under the guidelines of the warranty, due to the prior non covered damage the piece of furniture is not eligible for a full replacement. Customer Care services followed all guidelines and procedures in regards to the claim. We can not speak on behalf of what was told to the customer at the time of purchase. However, the customer was provided with a copy of the warranty showing coverages, non coverages, and guidelines to the warranty. The customer sent in a copy of this warranty as a part of filing the claim. 

• Initial Complaint

  Date:09/12/2022

  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 an extra warranty for the furniture I bought from this company. I filed a claim for my chair and now they won't cover it because the store I bought it from is going out of business. I have been dealing with this place since July and have gotten nowhere. The store owner has even called and they said they would take care of it and I still have heard nothing. First they were going to refund my warranty price but I want my chair fixed that's why I purchased this. If they just send me parts I will find someone to fix it. If that's the case I should get my money back and the parts. I also bought a sofa to and what happens if something happens to that? I'm out of luck after purchasing a 5 year warranty.

  Business Response

  Date: 09/22/2022

  Customer Care Services is working on another solution for this customer. The customer has been contacted and understands the reason behind the initial pro-rated refund. However, Customer Care Services is looking to see if there is another option for this customer. 

   

  Customer Answer

  Date: 09/26/2022

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