UltraShield’s earns a 2.3-star rating from 27 reviews, showing that the majority of customers are somewhat dissatisfied with purchases.
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damage leather
I bought my sectional from Lazyboy and purchased the Ultra Shield Fabric Protection Plan. The cleaning product took the color off the leather. They sent a tech person which agree that it should not have happened.I received a letter from them saying that they would refund my warranty money of $55.62 within the next 45 to 60 days I paid $225.00 protection plan to protect my furniture. I have all the paper work to this contract. Mathew T. who works for Lazyboy has been trying to help me and has got no where with them also . He can be reached at [protected]. The ultra Shield Customer Service Rep who has been lying to me from day one is Natashia and she can be reached at [protected] Ext 229. My sectional to replace is close to $4000.00. I feel this company has a lot of complaints against them but yet they are still in business. I would appreciate your help and advise. Thank you Patricia Sheppard.
The complaint has been investigated and resolved to the customer’s satisfaction.
don't purchase
I recently purchased new living room furniture. The local furniture retailer promoted treating the fabric with a stain protection chemical and insurance package from Ultra Shield. I have purchased fabric protection from other companies in the past and have been satisfied with the results.
Ultra Shield is a different matter, their customer service and response ***. Shortly after receiving the new furniture, I let my wet (water) pant leg come in contact with the ottoman, which left a wet spot. I wasn't concerned at the time, thinking since it was just water it would dry without incident. But once the area did dry, it left a water stain or ring on the fabric. I pulled out my warranty card with Ultra Shield and read that "any food or drink consumed by humans was covered". I called customer service and explained the accident to them, and was immediately told that since the water came from my pant leg, and not a glass, it was not covered. I could not believe what I was hearing, when I chalenged the person on this response I was again told sorry, no coverage.
I contacted the local Stanley Steamer cleaning company, explained the problem to them, and they cleaned the ottoman no problem, and only charged me $20. Stanley Steamer also informed me that they do contract work Ultra Shield and have a hard time getting paid, and they won't return phone calls.I called Ultra Shield back a second time requesting reimbursement for the cleaning fee and was told "sorry Charlie" again. I then asked to speak to supervisor and was connected to a voice mail box for Margret. I left a detailed message about the incident and requested a return phone call, which I never received.
These people just want your money and have no intention of providing any restoration service. This was just water, what if I had a real stain like coffee or wine? If I purchase furniture again, I will not be "donating" to Ultra Shield, they are worthless scamers.
Ultra shield plain old SUCKS! Any company that sells this protection plan needs to rethink their core values. Why would a wet pant leg be any different than a spill from a glass? Ultra shield tries to weasel out of their end of the contract with any excuse they can. If they're American, then I'm going to start purchasing Middle Eastern!
The above name company offers coverage that is very limited. Reading over the information, looks like they cover stains from foods and beverages that are being consumed. You could of been rained on and went home wet and sat on the furniture. One rule of life that many fail to follow is "read what you buy!" This will help you save time and money. I ask from all consumers out there to please stop defaming our American own businesses, a contract is a contract and that's the end of it.
warranty
This company sold us a $150 warranty for our couch which offers 10 year warranty coverage for stains rips tears cigarette burns and so forth when we purchased a new couch from Lay-Z-Boy. A guest we had at our home which urinated on our couch in their sleep and we cannot get the smell out. In the the warranty coverage details it expressely says:
" The coverage listed is the coverage provided by this service agreement. Anything not listed is an exclusion.
1.Any food or beverage normally consumed by humans.
2.Human bodily fluids. (except feces)
3.Mold or mildew
4.An accidental rip, tear, or cigarette burn
5. Pet bodily fluids (service only)"
When we called we were told you must be able to see the stain. It says nothing about this in the warranty coverage, and we were told nothing about this when they sold us the warranty. Additionally some coke was spilled by one of my kids on it and it leaked under the cushion onto the base of the couch. Apparently this is not covered either. We have a dark colored couch, and stains do not show easily, but smells from fluids should be covered as well. My advice: If you have a dark colored couch, dont waste your money. All it would take is a technician coming out to clean it. A company that is not willing to do this to keep their customer satisfied is not a company that deserves other peoples' business.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am writing this in sheer frustration! I purchased a Lazy Boy lift chair for my husband who has Parkinson's Disease. I will never ever purchase another product from them! The lift control fell apart and it took several months to get a new one under the Ultra Shield Warranty. Now, the same issue has occurred with the control. The wires on the control have frayed and for one year I have tried to get a new control. I have used electrical tape on the control, to keep the chair going. The control finally stopped working and my husband is unable to use the chair. I have spoken to many different people who tell me they need to contact the manufacture to get the part, as it is under warranty. I made another call today (5-22-18) and got the same story. The lady said she had to contact Ultra Shield and they would order the part. Same story I was told last week! I asked that someone call me back and the response was Ultra Shield should contact me! Since my past experience with this company is bad, I feel if I hear from someone by Christmas 2018, I will be lucky! Mean while my husband is unable to use this chair which he needs desperately! I am going to post this on the web page and since I have extensive documentation will contact my attorney as well!
I have done my fair share in researching furniture warranty companies. The above name company offers a fabric protection warranty plan. This means the furniture store that sold you this plan applied the after market product which helps prevent permanent staining. The above named company warranties your fabric by offering a full replacement on parts or piece when the fabric becomes permanently stained from the stains listed on your post. Urine odor is not service because it is not a stain. FABRIC PROTECTION...NOT ODOR PROTECTION. Baking soda should solve your problem that is if you are willing to get up and do it.
It is a "STAIN" protection, not an odor protection. You answered your own question in the first sentence.
charged me for technician bill
Ridiculous! This company is such a scam! Actually sent me a bill for the technician they sent out!
Here's how it goes. You call your claim in and they use trapping techniques to get you to say something that disqualifies you from relieving a claim... i.e. "was the scratch on the surface or beneath the surface?"
After numerous questions like this they get to the end and say something like this- "thank you for your time, but because you stated X to question #34, you are denied a claim."
After learning their system, I filed a different claim on a different problem with my furniture. This one I passed! However, after thetechnician came out and fixed it, they sent me a bill for the repair costs and stated I reported false information.
Ashley furniture luckily is giving me a prorated refund of my warranty. Im still filing a report with the better business bureau...
The complaint has been investigated and resolved to the customer’s satisfaction.
refuse to repair
My husband and I, we bought a dinnette and hutch set worth more than $2, 500.00. I called Ultra Shield's office to log surface water damage on the dining table and a crack on the side of the leaf, to extend the table. The facade of the glass hutch has oak panels which is part of the hutch decor and it is warped. We paid a 5-year warranty for this dinette set and they refused to repair.
The surface of the dinning table has rough patches on it although I did condition the set every now and then. We bought this set from Roomful Express and since Roomful Express is using Ultra Shield Wood - we won't be going back to Roomful Express or any other furniture companies, who uses Ultra Shield. Never again, will we buy any other warranties from any furniture stores.
The complaint has been investigated and resolved to the customer’s satisfaction.
This poster is correct, i bought a warranty four years ago and I realized right away something was up. So over past four years i called in 3 diffrent times using 3 diffrent strategies and every single time they told with 3 minutes, either im sorry we dont cover that or we dont cover this etc.
They claim they only cover accidental, and on single areas ie if u have two scratches or cracks the warranty wont cover and if u call in and say I dont know what caused the damage they will right away deny dut to "unknown damages" thus warranty is a scam and they have all proper wording in the "uncovered area" that makes the warranty completely, worthless. BEWARE WOOD SHIELD
cheating, lying, responses ridiculously wrong
Wow! This is a ripoff company which should be reported to The U.S. Attorney General's office. They try to trick you. They lie. They do everything possible to try to NOT pay you. Right now my business with them is unfinished because I will go through the court's if necessary. I would assume that after I sue Ashley's to replace the furniture that was damaged, they may stop using this really HORRIBLE SCAM company. Yikes!
The complaint has been investigated and resolved to the customer’s satisfaction.
Just got denied after they sent their tech out. He sent them pics waited for a response and then proceeded to try to get the marks out of my dining room table. He failed, left half the table scratched and then they denied me. If they were going to deny the claim why didn't they tell the tech not to work on the table. I'm waiting to hear if they are going to repair the damage done by the tech. When I told them I was going to report them to BBB they said go ahead, we have an A+ plus rating and nothing you can say or do will change that. They are telling me that I lied when I told them about the damage. So it comes down to my word against theirs. they saidt the damage had been there for a very long time and was getting worse with age. I have had the table 1 1/2 years. What age? If you hear the words Ultrashield warranty run away as fast as you can.
Im going thru the same thing. I called Ultra Shield for 2 and a half months, nothing. Ashley was no help, they said not there problem. I filed in small claims and guess what? Sandy from Utra Shield called me to tell me that my claim was denied. My paper work got lost but she found my number when Ashley got served. You are right this is the biggest joke. Well I will let you know what happens, if they let me talk about it. good luck
scam and cheating
I needed to make a claim for my dining room table that had burn marks from hot plates or cups and scratches. Before I made the claim, I did internet research and found many complaints about Ultrashield. It seems that they do not want to follow through with their warranties.
I took all the advice from others who had been denied. I did not give more information than they needed and when the representative was trying to lead me down a path to where I said something wrong so she could deny me, I told her that I was aware of how they operate as I have read the internet complaints and that I was not going to be tricked. I said very little except for what I needed to say. I did not say anything incorrectly as I had been prewarned by others who had been denied.
The representative said that she would be in touch in 2 days as to what they would do. I never heard back from her but received a letter 7 days later stating that they were going to deny my claim because of multiple stains/damage. I did not report stains, just heat marks that show the bare wood and scratches.
She was extremely dishonest and lied on her company letter. I have prepaid legal insurance that I pay for through my employer. One of the things that they offer is help with warranty companies that refuse to pay claims. Obviously this is common enough for them to advertise their services for that. I am contacting my attorney tomorrow and will go forward with suing them. I want my money back for the warranty that did not cover what it said.
I am also going to go to the furniture store that I bought it at and see if they are willing to do anything about this. I also purchased $4, 000 of other furniture last Winter and bought that extended warranty with another company, not Ultrashield, as they do not use them anymore. I will be asking for the money back for that as well. I do not trust a furniture store that sells extended warranties that do not work.
The complaint has been investigated and resolved to the customer’s satisfaction.
Yes. The Lazy Boy / UltraShield (aka "Paws and Claws") Warranty is a TOTAL SCAM! They tell you they cover EVERYTHING including pet damage but this is a huge pack of lies. We bought a very expensive sofa and loveseat and got conned into buying the warranty for almost $1000. It seemed like a lot of money but I know my animals and I figured the cat might decide to make it a scratching post some day. The cat left the furniture alone for almost 3 years then decided it would be fun to scratch it up. I called UltraShield and sent in pictures but, of course, they refused to honor the warranty. They gave me some BS excuse telling me this kind of damage was not included. I will never buy another product from Lazy Boy. Please spread the word on this scam and let's put these lying scumbags out of business.
In a 25 year period I have used Ultrashield two times. Once for a gouge on wood and once for a burn on a sofa. The sofa was repaired by a local company and Ultrashield paid the bill. As for the wood, they paid to have a new top sent to me and told me to donate the old one and send them the receipt. My experience was good. It is true that you have to abide by the policy. You have to report it within a certain time-frame. You have to know exactly what happened. It must have been an accident. You must agree not to try to repair or clean. It must be one incident and cannot be a situation that happened and has worsened over time. I deal with the public on a daily basis and I have for years. I can only imagine the crazy claims and complaints they get. Just remember, for every complaint you see here...or at the BBB... there are tons of good stories. Most people do not share their good experiences. I would give little weight to this complaint forum... just read and follow directions. Im glad I had mine.
How is that in 2016 this company is still in business? It's because they lie, lie, lie even on responses to the BBB complaints. They are nothing but brainwashed puppets who have been trained to deny, deny, deny any and all claims for the most ridiculous reasons. For instance, a claim was denied a year ago and proof of a cleaning hadn't been submitted, so a new one can't be filed and now it's past the 5 day window. Their "warranty" is so vague, they can just make things up as they go along to deny the claim. And the reason they won't send anyone out to service their "warranty" is because even the technicians don't want to do any work for them because they don't get paid! I've been dealing with UltraShield for almost 9 years in trying to get a few different issues with a fabric sofa and loveseat purchased from Lazboy. After my latest battle, I decided that enough is enough and filed a complaint with the BBB after getting nowhere after writing a letter to Sandy Cassler (as requested on the BBB website) who directed Andrew to "assist" with my claim. He, of course, denied my claim for "falsified information by reporting the same damages on different dates" and terminated my warranty due to falsification. How ironic, because the first line in my BBB complaint was "UltraShield has committed fraud with the sale of worthless fabric protection warranties". DO NOT PURCHASE A WARRANTY FROM THEM! It's not worth the piece of paper it's written on. Go and purchase a $10 can of Scotchguard instead!
Anyone file a law suit ? I really want to . Contact me
I purchased the "Extended Warranty" so my couch would be covered, but the "Extended Warranty" they sell is actually DAMAGE INSURANCE. It will NOT cover any manufacturer defect. Plus as an added bonus, the second party "warranty" company, Ultra Shield, is very unprofessional and difficult to deal with.
Take my advise and do NOT waste your money on the Ultra Shield "Extended Warranty"
Ultrashield Leather Warranty is a scam. They have no intention of EVER DOING ANY WORK TO YOUR FURNITURE. Spent hours on the phone Talked to Andrew and Sandy. Both Supervisor's neither of which knew why they were scamming people. Scam Artists
WOW... reading this as I am on the phone with a mgr about a claim... seems they are in business of denying claims! Here is my case in nutshell:
1) Child accidentally cut couch
2) I filed claim and agent took down all info, sent photos and sent warranty info as needed
3) Agent calls and tells me they got everything they needed and will send out a new pillow cover
4) Agent calls back and say they have to send tech out to gather pictures as pillow fabric discontinued
5) After 1 no show, tech finally makes it to house 2 months later and takes 3 pics (at house less than a minute)
6) next day another agent calls (first one left company) to deny reason given was extensive damage/missing fabric not covered
7) I ask for mgr... I told him I read warranty in full and extensive damage/missing fabric not listed he says well... it might not say that but it should? Ask for his mgr..
8) Women gets on phone and said ok so that isn't stated but we don't have enough info so the real reason is don't know how happened is the issue... I SAID I TOLD YOU HOW IT HAPPENED... She then said well Amber no longer works here so I have to go by what she wrote? I said if she needed more info she could have just asked me!
Turns out Amber left Ultrashield because she hated lying to and cheating people!
Wished I would have read these before dropping $200. On a worthless warranty. Oh excuse me, " not in there guidelines" because my leather peeled on the bottom and top of cushion. Multiple places. Not covered. All happened within a couple days
Just next time make sure you tell them your dog tore your couch up! I haven't had my furniture a year and the couch is already tearing due to normal wear... I spent thousands of dollars for my furniture and the lease they could do is fix it. I mean isn't that why we bought the protection plan in the first place? After reading through all the complaints guess we all got the run about...
I have been selling Ultra shield for years and have it on all of my upholstered furniture. I explain it properly and my customers love it. The company I sell for does a few re-selections every month that are covered by the warranty. Most all of these complaints are from people that do not follow the warranty properly. I mean the lady who let her kids jump up and down on her sofa with ice cream and candy apples is clearly not using her sofa in a normal way. HERE IS THE SIMPLE RULES TO FOLLOW 1) REPORT ACCIDENTS WITH IN 5 BUSINESS DAYS AND KNOW WHAT HAPPENED WHEN YOU CALL. It is really that simple. You can't burn your table a bunch of times as the one lady describes and call for a refinish! It just doesn't work that way. I think the real issue is sloppy sales people mixed with consumers that hear what they want to hear. I am a lifer in furniture sales my customers all get my personal cell number so they know I stand behind what I sell and say. I even disclose the fact that sweat and hair oil is excluded. But I can also say with confidence that these things come of easy with regular cleaning because the stain protection really works. My advice get it but follow the simple instructions above. The reason they want to be called in 5 business days is simple, they don't want to be expected to clean an old stain that has set in due to neglect. You can't call your auto insurer with out knowing when and what happened to damage on your care and expect them to fix it. Nothing shady here just a few consumers that did not follow the rules.
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UltraShield Contacts
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UltraShield phone numbers+1 (800) 866-9636+1 (800) 866-9636Click up if you have successfully reached UltraShield by calling +1 (800) 866-9636 phone number 0 0 users reported that they have successfully reached UltraShield by calling +1 (800) 866-9636 phone number Click down if you have unsuccessfully reached UltraShield by calling +1 (800) 866-9636 phone number 0 0 users reported that they have UNsuccessfully reached UltraShield by calling +1 (800) 866-9636 phone number+1 (606) 679-1483+1 (606) 679-1483Click up if you have successfully reached UltraShield by calling +1 (606) 679-1483 phone number 0 0 users reported that they have successfully reached UltraShield by calling +1 (606) 679-1483 phone number Click down if you have unsuccessfully reached UltraShield by calling +1 (606) 679-1483 phone number 0 0 users reported that they have UNsuccessfully reached UltraShield by calling +1 (606) 679-1483 phone number
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UltraShield emailssupport@buyultrashield.com100%Confidence score: 100%Support
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UltraShield address4432 W Highway 80 P.O. Box 3150, Somerset, Kentucky, 42564, United States
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024
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