Uniters
Reviews and Complaints

On March 18, 2022 I submitted a claimed for a piece of furniture I purchased at American Furniture on May 2020. I purchased a leather motor recliner and I was assured that any issues with the recliner will be 100% cover under the Uniters Warranty Service. Our leather recliner broke as a result of moving to a new address. Since the day I submitted the claim was a nightmare going back and forward with multiple phone calls and submitting information to cover the claim. No one ever came to my house to evaluate the piece of furniture. We provided multiple pictures. After 3 months of going back and forward I received an email saying that the cause of the accident is unknow, and they could not cover the repair. Uniters did not honored the commitment to cover under the warranty purchase through American Signature in 2020.

I contact Uniters at [protected] and was told that my only choice was to cancel the coverage in writing and they will send the cancelation to the furniture store so the store can determinate if they were going to return our money back.

In other words they are refusing to take action to honor the warranty purchase or even return the money they took from us.

My claim was denied without any explanation not even a response back to my hours spent taking photos and writing the story of the accident. They never responded because they just wanted to decline it without having any grounds. The couch isn’t even a year or so old and I purchased the warranty to make sure that it lasts for atleast 5 years.

I purchased the plan from Amazon and Amazon is filing a claim to get me my money back. But in fact I just lost money, time and got a lot of frustration in return.

I purchased 8 pieces of new furniture from Wayfair for 3 rooms in my home and I purchased the extended warranty for ALL pieces - for 5 yrs. Less than 3 yrs into the warranty, one of the bed frames broke. I opened a claim with Uniters, as instructed by Wayfair. This process was all automated, with a form and not ability to speak to a human and ask questions. Initially they denied my claim (round one) and said that they my items were not longer covered under their warranty. This required me to call Wayfair back to get more information and to understand what was happening. Wayfair was able to give me a different PO number that helped Uniters to find the coverage and reopened the claim. This process took about 10 days. It was then I completed the form for the damage with my honest understanding and explanation of what happened. I explained that we noticed a wobble in the bed, and though it was a loose 'foot' but that a few weeks later the bed just broke, one said collapsed. I sent pictures of the broken bedframe. The claim was then denied saying I didn't report it within 30 days of first noticing the damage. Well, that is not exactly accurate. I didn't know the bed was breaking down. I reported it within a day of it actually collapsing. I have disputed it over and over. Called Wayfair. Even had Wayfair call Uniters to speak to a human to explain. They are rude and can only state the black/white policy 'of you didn't report it within 30 days' and not able (or willing) to listen to me and what actually took place. I feel like their form question of 'when did you first notice' is a trick question providing them an opportunity, such as this to deny a reasonable and honest claim. This is a scam.

We ordered a color enhancer product from Uniters September 2021. The product completely messed up our ottoman and made it very blotchy looking. I called October 4th right after application to tell Uniters what happened and what could they do to rectify the problem. I have made alot of phone calls and sent emails regarding this issue. All documented. It was finally decided that Uniter would send out a product that would not hurt the leather but remove the blotchy color. I was also sent a new product that was for aniline (what originally should have been sent out)leather. It was stated to me at that time that the product sent originally was not for an aniline leather and was a mistake. I called when I received the package as instructed to go through exactly how to put the product on. I followed specifically how to use the products step by step. The removal product made the ottoman so much worst. It made the leather dry and cracked looking. I called again to relay what happened and I was told someone would be contacting me from Furniture Solutions but they never called and I had to contact Uniters again to let you guys know that they hadn't called. I finally had an appointment set up for them tcome out from Furniture Solutions. I was given a window from 8-12 with a call ahead of at least 30 minutes work order #W105482 tech was Johnny Stiff. Johnny Stiff was sent by [protected] Palladio Warranty. He came in and expressed concern of the products that were sent and said it would take him 8 hours to get the product off and re-stained and he wasnt even sure he would be able to fix it. He also said this is not something he could do indoors as the fumes would not be good. That was that and he left. I immediately called Uniters back up and I told you what he said. I have been given the run around since. That has been 18 days ago and over two months since the original incident. I was told during the conversation that I stated that the leather was Bradington Young. I do not remember stating that and told you if I had it would have been assumption because we have alot of Bradington Young leather pieces mixed in with other furniture designers. You then tried to tie in the Bradington Young as being a problem. Bradington Young has all kinds of leathers and aniline leather is one of them. Mr. Stiff acknowledged while he was here that the leather was a very expensive aniline leather.

During the original call I was told that the wrong product was sent out and I noticed over the weekend that the color bottles are different types of color with the latest bottle sent out being a aniline leather colorant which is clearly marked on the bottle The first sample (as stated when I originally called) was not for aniline leather which is completely different in maintaining and I know Uniters knows this. Also Uniters was provided a sample piece of leather from the ottoman. This email is to further document the numerous emails and list of calls that have been made during this incident to try on my end to rectify the disaster that Uniters product made of my ottoman. Today I am told that someone could come out in numerous weeks (no definitive date) to attempt to repair it after a so called expert from Furniture Solutions was not optimistic that this would ever be able to repaired. Today you told me that I it would seem you would be happy that we are trying to make this right because if you had gone to Walmart or somewhere else to get a product like this they would have not made it right. Hmmm I didn't go to Walmart, I went to a place that I trusted. It has been over 4 1/2 months since Uniters Product ruined out ottoman.

We contacted them about an issue with lounger section of our sectional. The tech came for the service appointment told us the spring was not the issue and the foam cushion experienced abnormal wear. The tech then called his supervisor and obtained approval from his supervisor to have the cushion replaced. We were told that the new replacement would be delivered and that we would need to make an appointment to have it installed. Five months later we received notice that the replacement was not covered under warranty. We disputed the determination only to be told that the replacement was not covered, even though the technician received approval from the supervisor for the replacement. After multiple follow ups and requests to be called we have not received a response about why the supervisors approval has not honored and why our replacement cushion has not been provided. If they will not honor the approval given by the supervisor we want the cost of the warranty plan refunded.

My Dad is a disabled veteran and bought a lift chair from ABC Warehouse and an additional warranty that is now under Uniters. They had an issue with the chair being stuck in recline only. They called and a guy (no business card and no uniform) finally came out to service the chair. He messed around with the remote and some parts under the chair and said he had to go out to his vehicle. While he was out the chair made a loud noise and a part flew off and hit the wall. He returned and said he couldn't fix it however would order parts and took pictures. After a week went by, my parents called to follow up and were told it wasn't getting fixed and no parts were ordered. They were accused of messing with the chair and given that, the warranty was not going to be honored. After another follow up call and email to claims department, they were told via email that the warranty was void due to them messing with it and the maintenance guy breaking it.

Bought a 5yr. extended warranty through The Theater Seat Store that uses Uniters Pure for warranty claims. I made 2 separate claims for covered items and they always come up with a reason to reject them when they should be covered. My recent claim No. is C2653807 Also, I was never given a copy of the warranty. My theater chairs are les than 3yrs old

Purchased a Curtis Stone 12 x 12 Dura Electric Frying pan in July 2020. The product was replaced in February 2021. Unfortunately the replacement also stopped working in December 2021. Because of the short life use (less than a year) of both frying pans, I asked for a full refund, but they declined. Since they declined my full refund request, I asked for a 2nd replacement, but they refused to send out a second replacement. Curtis Stone Customer service claimed that I wasn't entitled to any warranty on the replacement!

I submitted a claim on my sofa which was accepted and a technician was sent out to make repairs. A technician came out and attempted repair, unfortunately the fabric at the location of damage is different than the fabric on the seat area and the technician was not able to complete the repair. He explained that he would have been been able to if the damage were in a different location and after contacting the service center he placed an order for replacement material for the damaged area. Without notifying me, the company retroactively denied the claim and now refuses to finish the already in process repair on the approved claim. In my opinion, when the company realized the sofa would take more time and resources to fix they retroactively denied the claim. My appeal on the decision was denied and the company refuses to give an explanation as to why my claim was approved, repair attempted, and then retroactively denied. Further, I am unable to contact anyone to speak to about this and cannot find any emails or anyone to contact further regarding the matter.

I purchased dark colored couches from VCF and my pet had an accident. Not visible stain because of the dark color but knew she had an accident because of the smell. Pet fluids are covered under my warranty. I submitted a claim and was denied because there is no visible stain and odor is not covered under warranty. Can you explain a pet fluid that has no odor? Pets that have accidents in your home will smell. That's just obvious! and no, you will not be able to see a stain because the color of my couch It's a very dark gray. If I spilled wine you wouldn't be able to see it. They twist and turn their words to not give you the claim.

My claim was denied - I have purchased 3 contracts from value city furniture which uses your company - this is the 1st time I have ever filed a claim and it's denied ….. I read thru the exclusions and my market stain states it is covered and this should be covered however it was quickly denied saying read exclusions. Please assist otherwise I will have to file a bbb complaint my case# C2612419. I have read pages amd pages of complaints - this is so wrong.

I purchased a sectional sofa from Value City Furniture (clearly my first mistake). From the beginning, this sofa sounded creaky, unstable, and poorly made. It felt like no quality was put into the manufacturing of this sofa. I stuck through and figured the sofa needed to be broken in a bit. Recently, this issue has gotten progressively worse and the seat sinks in causing uncomfort and back pain. Since I purchased the "protection" plan, I tried making a claim and was told since I stated that the sofa has always sounded weak and unstable, that this issue backdates to delivery and my claim is DENIED because apparently you have 15 days to make a claim on a 5 year warranty service.. 15 days, so sorry if you have a job, kids, and other responsibilities. If you don't remember to file a claim within 15 days, you're SOL. Sounds like a scam to me, but who am I. I will NEVER again purchase ANYTHING from Value City and will be escalating this to the BBB and posting several other reviews.

I purchased a sofa and loveseat from miskellys in February 2017 and purchased the Uniters 5 year pure balance additional warranty. I filed a claim August 15 2021 due to tears my dog did to my sofa trying to get on my sofa. I filed a claim and it was denied due to pet damage. I pulled up the warranty online and it stated pays for 1 time pet. It went into effect in 2018 after I purchased my warranty. NEVER PURCHASE ADDITIONAL WARRANTY.

This guys are a scam. I can't imagine living in the Covid era and this insurance company is denying every single claim. I'm willing to join a Class Action against them. These guys are the type of company you see on Netflix a few years later on how they scammed all this people and no one was able to bring them down. Disrespectful! And of course they're in Florida…

Product purchase under Julie Stanley [protected]
My name Tom Stanley [protected] [protected]@aol.com
Plan Name: Pure Balance 5 Year Delivery Date [protected]
Plan Reference number UN1065475
Purch Date [protected]
Plan Number 26151

Plan was purchased thru Hansen's Furniture in Modesto in May of 2017
January 2021 pull handle cable broke on recliner.
I jumped thru the hoops and called in the problem [protected]:59am. I also told them exactly what part was needed.
FSN finally came out to our house Feb 9th, without a part. Looked at the recliner and said it needed the SAME part I had already told them was broke. They told me that it was a known problem with that recliner and that the new part would be different ( believe they said not a cable) and this would not happen again.
They said they would order it and get back to me on when it would be available to install. Said it could take a month or two.
I had not heard another thing back so on May 25th (10:31am & 1:19pm) I tried to call twice and never got to talk with anyone.
I called again on July 20th and talked with a Kisha?. She informed me my claim had been closed. I told her that was interesting since my recliner had NEVER been fixed and NOBODY had ever contacted me. She said the part should have been shipped to me, but we NEVER received any part and she could not find where it had been shipped. She said she was going to reopen the claim and the part would be shipped to us and we were to let them know when it came. I came last Friday, but when I called, you were closed.
I called back today and advise someone else in "customer service" that the part had come, BUT it was the SAME as the original part. Not at new design.
I told her not to send out someone to put it on, because it had been so long that I went on Amazon and bought the original part myself and put it on just so I could use my recliner until the redesigned part was installed.
She said my warranty was void and no longer good.
I asked to talk with a supervisor and was not transfered. She said a supervisor would call me back, but it could be up to 4 DAYS!
I asked for the corporate offices number and the name of the CEO and she said she didn't know.
I hung up and called back again. Talked with another "customer service agent" and aske to talk to a supervisor. I was not connected and she said someone would call me back. When I asked how long for a return call, she said 24-48 hrs.

*** To say that your company has NO CUSTOMER SERVICE would be and understatement. In fact if there was a number lower than ZERO on the satisfaction scale i would use it.

I want a call back from the HEAD OF CUSTOMER SERVICE and the problem with my recliner corrected. If they are too busy or want to take 4 days, I want a call from the CEO.

I will also be calling the furniture store I got the recliner from who sold me your warranty and complaining to them and telling them to not use Uniters in the future.

I submitted a claim for a tear on 30 June 2021. I sent picture as requested via directions from Uniters. The claim was rejected and I called again an spoke to Harold a supervisor who said he would have someone respond to look at the tear and evaluate it. Without any notice the request from Harold was rejected.
I called again and was informed no one would be responding. I called Wayfair and even sent them a picture. They said they were sorry but it was a Uniters issue. On July 13th I called and spoke to Madison. I informed her I had an independent technician evaluate my loveseat and he said it was a tear and the fact that it was on a seam should make no difference since it was definitely a "tear." Madison took my information down and advised me that she with authorization from Mireille initiated a work order W1780286 and a technician would call and set up an appointment. I called again today and spoke to Tina and was informed that the work order request was rejected by their Technician Team and no one would be responding. I requested to speak to another supervisor and was told none were available. I asked to speak to a higher level person in the Uniters hierarchy and was told that was not possible. Uniters is engaged in breach of contract and fraud!

We bought a 3+2 leather recliners almost 2 years back.
We have raised multiple claims for rip/tears etc.

First claim was rejected under regular wear/tear. ( how do we confirm it is regular and accident)
Second claim for Rip was rejected under the same clause. We mentioned it was accidental 1- time rip. But again rejected.

So whatever the claim is, they reject the claim even after asking to escalate it further.

During Covid I had damages to some of my furniture. At the time they were not coming into the home and asked that I send pictures and submit claims for the furniture. Everything was fine as first, but then they said the claim was not submitted in on time or accurately. In which it was and I had proof. I did an appeal and was waiting for a return phone call. I never received the returned phone call. I called Uniters and Value City Furniture with only the run away. I was also waiting for a broken bunkbed bed to be reviewed. This never happened. I once again called over and over with no response from either party. I was being sent back and forth to both companies and told I would get a return phone call. I was never called back. I waited hours at a time on the phone to speak to people and no one knew why my furniture was not coming up. A year later and the slow down of Covid someone finally started to help. It came down to it that Uniters had been mixing my claims up with another costumer and old address. Value City Furniture was not able to replace my items because Uniters was not sending in the correct information. I had to resubmit the same claims I had already submitted. They told me they would call me back after about a week to see if the issue was resolved. After a week. The issue was worst. They said I paid for warranty for some of my sectional, but not the entire sectional. It came all together that doesn't make sense. A Uniters worker eventually came to look at my sectional. He took it all apart and did not put it back together. I called multiple times about when it could be replaced and they are still waiting for approval. That was over four months ago. I still continue to call. They continue to mix my information up with another costumer and my kids bunk bed is still broken. Why did I pay for a warranty if I was not going to be able to use it. This has been the worst experience ever. I call Uniters and I either get hung up on or they tell me to call the store or someone will call me back. No one ever calls me back. I call the store and they say Uniters did not accurately put the information in the system. Uniters now wants to say they can't replace the items because it is past the replacement date. I have proof that I submitted and contacted Uniters before my warranty date ended. I have pictures and emails. They are going off phone records, but have been mixing me and another two costumers up the entire time. I have tried to explain this to them and they want to blame the store for not putting it accurately. I am not sure whose fault it is. All I know is Uniters is supposed to replace my furniture and I have had nothing replaced in my house in over a year in a half and multiple claims, complaints and phone calls.

Do not get Uniters, ever! They definitely specialize in denying claims and not supporting them. I've had an easier time with totaled cars, thousand dollar electronic equipment, and even other office supplies using other companies than this one. They are the worst and will even deny your claims for not filing within 30 days of your 3-year warranty. They use every loophole and variant of dodging liability possible to not support your claims.

DO NOT GET UNITERS!

I "unfortunately" bought your warranty for my couch! After several claims and phone calls with your reps who are expert in reading the papers you provide to them! All my claims got rejected. You're such a fraud company! You couldn't even give me an example where your warranty is applicable * talked to wayfair and complained about your company service and how they would possible recommend your fraud company to their customers. I will never fail for you again! Your only selling point is wayfair and for sure you won't stay with them for long. THIEVES