Today's Furniture Advantage received the following from Ultra Shield~ *** the customer service representative for Today's Furniture Advantage on behalf of the customer worked with Ultra Shield to try and get the customer a replacement under warranty however that was denied due to failure to follow Ultra Shield policiesAs stated previously any warranty is thru the manufacture and thru any extended plan purchased, the manufacture warranty does not cover fabric or leather and the customer has been denied thru the extended warrantyToday's Furniture Advantage has no control if customers follow thru with their extended warranty agreements and have no control if the product is treated correctlyThis customer service request is closed thru Today's Furniture Advantage we have exhausted all options on helping the customer.December 9, 2014*** *** *** *** ** ***
*** ***
*** *** ** ***Dear Ms***:This letter is being sent in regards to Ultra Shield warranty claim ***Ultra Shield appreciates you as a customer and would like to take the opportunity to thank you for your businessUnfortunately, we must respectfully express our sincere regret that we are unable to process this claim furtherThe claim for your leather furniture is not covered due to exclusions under the warranty agreement including improper application of the product, timeframe, accumulated areas of damage, and multiple areas of damage.The Ultra Shield warranty agreement offers specific protection for leather granted that the Ultra Shield products have been applied to the furniture every 3-monthsIn doing so, refills would be needed once a year or more depending on the amount of furniture purchasedRefills may be obtained at the original store of purchase, or through Ultra ShieldRefills have not been obtained from the original store of purchase, nor has Ultra Shield shipped refills to your home. When the claim was placed on September 24, 2014, it was reported the leather recliner was peeling to the extent there was hardly material leftIn the claim, you shared this had been occurring for monthsThe representative explained that the agreement does not allow processing of claims for damage that occurred over such a length of timeOur warranty requires that customers report damages within days of the incident or noticing the damage.On September 24, 2014, it was then reported that the leather on the loveseat was bubbling all around the seams and seat casingsThe Ultra Shield agreement does not offer protection for multiple or accumulated areas of peeling or damage.On November 26, 2014, it was reported that the sofa was peeling as wellThe representative explained this was not reported in the original claimYou then shared that the sofa should have been reported with the loveseat and reclinerThe representative shared that this was not on recordYou explained that the store, Today’s Furniture, had instructed you to report the claims separatelyUnfortunately, the sofa claim was not a documented claim in the Customer Care systemSince you reported this began the same time as the lovseat damage, which was reported to have began in September, Ultra Shield is unable to process the claim due to the multiple and accumulated.Pictures submitted via email support that the reported damage is in multiple areas and is accumulated.Since the warranty agreement does not allow processing of claims that have been filed past days of the damage, multiple damage, accumulated damage, or leather furniture that has not been properly maintained using the Ultra Shield Leather Protection Kit, claim *** will be closedThis claim is deniedIt will not be reopened at a later dateAgain, thank you for being a valued customerYou may still contact Ultra Shield to obtain free refills of leather protector and conditioner. Sincerely,*** *** Ultra Shield *** ***
[redacted]
purchased furniture on 5-22-2011 from Today’s Furniture Advantage in Stevens
Point, WI. On 6-3-2011 they received their furniture in satisfactory condition
(please see signed purchase order and delivery receipt). With this furniture
purchase they also purchased an extended...
leather warranty which is thru Ultra
Shield.
We received complaints
on the leather on September 13th, 2014 from the customers mother, in
which our customer service representative ([redacted]) worked to help resolve their
leather issue they were having.
[redacted]
researched and obtained all information necessary to help rectify their situation.
She concluded that the only warranty available
to the customer for this problem would be their extended warranty thru Ultra
Shield, she concluded this by the following.
First~ the
customer purchased and received this furniture over 3 years ago which aged them
out of any type of manufacture warranty on leather or fabric. (Please see attached warranty from
Catnapper) Also catnappers warranty is very clear about there being NO warranty
on vinyl or leather splitting. Catnappers warranty is attached to every piece of
Catnapper furniture made.
Second~ I am
providing a copy of their sales receipt which includes Today’s Furniture
Advantage return/exchange policy as well as warranty information. This policy
is also posted at all Today’s Furniture Advantage locations. Today’s Furniture
Advantage sales receipt states “All warranties are through the manufacture
only, Today’s Furniture Advantage is not liable for any manufacture defects”.
The customer
signed this purchase order as well as signed they received their furniture in
satisfactory condition. (please see attached sales order)
The customer
purchased an extended warranty thru Ultra Shield- this company has its own rules
and regulations, the only warranty available to help the customer is thru Ultra
Shield. We contacted Ultra Shield many times on the customers behalf, Ultra
Shield has denied the customers claim for many reasons. One of their reasons is
the customer did not refill the leather cleaner or conditioner provided by
Ultra Shield, and not treating your leather properly could result in peeling
and drying out which would result in the problem they are having. Ultra Shield also said that they did not file their claims in a
timely matter and did not finish claims, they also listed several other reasons for their denial. I did contact Ultra Shield for a
formal list of the denial reasons and I am waiting for their formal denial.
Due to the
furniture being over three years old the customer having received the furniture
in satisfactory condition and catnappers warranty clearly stating that this
issue is not covered under their warranty, we have no options to assist [redacted]
[redacted] any further. Her only option was to follow Ultra Shields rules and file
the claim in a timely fashion, this is the reason customers purchase extended
fabric/leather warranty’s is due to the fact we as the retailer and the
manufacture do not express any extended warranty on leather or fabric. We as a retailer can not control any factors may that be environmental or accidental that may effect the cosmetics of a customers furniture. We offer many extended warranties for our customers but it is ultimately up to the customer to follow all rules associated with those warranties. I have seen countless numbers of customers have product fixed or replaced by Ultra Shield in order to received those services those customers followed all rules associated with their warranty box in which they receive from Ultra Shield.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Fraudulent company and fraudulent warranty! This is ridiculous. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Today's Furniture Advantage received the following from Ultra Shield~ *** the customer service representative for Today's Furniture Advantage on behalf of the customer worked with Ultra Shield to try and get the customer a replacement under warranty however that was denied due to failure to follow Ultra Shield policiesAs stated previously any warranty is thru the manufacture and thru any extended plan purchased, the manufacture warranty does not cover fabric or leather and the customer has been denied thru the extended warrantyToday's Furniture Advantage has no control if customers follow thru with their extended warranty agreements and have no control if the product is treated correctlyThis customer service request is closed thru Today's Furniture Advantage we have exhausted all options on helping the customer.December 9, 2014*** *** *** *** ** ***
*** ***
*** *** ** ***Dear Ms***:This letter is being sent in regards to Ultra Shield warranty claim ***Ultra Shield appreciates you as a customer and would like to take the opportunity to thank you for your businessUnfortunately, we must respectfully express our sincere regret that we are unable to process this claim furtherThe claim for your leather furniture is not covered due to exclusions under the warranty agreement including improper application of the product, timeframe, accumulated areas of damage, and multiple areas of damage.The Ultra Shield warranty agreement offers specific protection for leather granted that the Ultra Shield products have been applied to the furniture every 3-monthsIn doing so, refills would be needed once a year or more depending on the amount of furniture purchasedRefills may be obtained at the original store of purchase, or through Ultra ShieldRefills have not been obtained from the original store of purchase, nor has Ultra Shield shipped refills to your home. When the claim was placed on September 24, 2014, it was reported the leather recliner was peeling to the extent there was hardly material leftIn the claim, you shared this had been occurring for monthsThe representative explained that the agreement does not allow processing of claims for damage that occurred over such a length of timeOur warranty requires that customers report damages within days of the incident or noticing the damage.On September 24, 2014, it was then reported that the leather on the loveseat was bubbling all around the seams and seat casingsThe Ultra Shield agreement does not offer protection for multiple or accumulated areas of peeling or damage.On November 26, 2014, it was reported that the sofa was peeling as wellThe representative explained this was not reported in the original claimYou then shared that the sofa should have been reported with the loveseat and reclinerThe representative shared that this was not on recordYou explained that the store, Today’s Furniture, had instructed you to report the claims separatelyUnfortunately, the sofa claim was not a documented claim in the Customer Care systemSince you reported this began the same time as the lovseat damage, which was reported to have began in September, Ultra Shield is unable to process the claim due to the multiple and accumulated.Pictures submitted via email support that the reported damage is in multiple areas and is accumulated.Since the warranty agreement does not allow processing of claims that have been filed past days of the damage, multiple damage, accumulated damage, or leather furniture that has not been properly maintained using the Ultra Shield Leather Protection Kit, claim *** will be closedThis claim is deniedIt will not be reopened at a later dateAgain, thank you for being a valued customerYou may still contact Ultra Shield to obtain free refills of leather protector and conditioner. Sincerely,*** *** Ultra Shield *** ***
[redacted]
purchased furniture on 5-22-2011 from Today’s Furniture Advantage in Stevens
Point, WI. On 6-3-2011 they received their furniture in satisfactory condition
(please see signed purchase order and delivery receipt). With this furniture
purchase they also purchased an extended...
leather warranty which is thru Ultra
Shield.
We received complaints
on the leather on September 13th, 2014 from the customers mother, in
which our customer service representative ([redacted]) worked to help resolve their
leather issue they were having.
[redacted]
researched and obtained all information necessary to help rectify their situation.
She concluded that the only warranty available
to the customer for this problem would be their extended warranty thru Ultra
Shield, she concluded this by the following.
First~ the
customer purchased and received this furniture over 3 years ago which aged them
out of any type of manufacture warranty on leather or fabric. (Please see attached warranty from
Catnapper) Also catnappers warranty is very clear about there being NO warranty
on vinyl or leather splitting. Catnappers warranty is attached to every piece of
Catnapper furniture made.
Second~ I am
providing a copy of their sales receipt which includes Today’s Furniture
Advantage return/exchange policy as well as warranty information. This policy
is also posted at all Today’s Furniture Advantage locations. Today’s Furniture
Advantage sales receipt states “All warranties are through the manufacture
only, Today’s Furniture Advantage is not liable for any manufacture defects”.
The customer
signed this purchase order as well as signed they received their furniture in
satisfactory condition. (please see attached sales order)
The customer
purchased an extended warranty thru Ultra Shield- this company has its own rules
and regulations, the only warranty available to help the customer is thru Ultra
Shield. We contacted Ultra Shield many times on the customers behalf, Ultra
Shield has denied the customers claim for many reasons. One of their reasons is
the customer did not refill the leather cleaner or conditioner provided by
Ultra Shield, and not treating your leather properly could result in peeling
and drying out which would result in the problem they are having. Ultra Shield also said that they did not file their claims in a
timely matter and did not finish claims, they also listed several other reasons for their denial. I did contact Ultra Shield for a
formal list of the denial reasons and I am waiting for their formal denial.
Due to the
furniture being over three years old the customer having received the furniture
in satisfactory condition and catnappers warranty clearly stating that this
issue is not covered under their warranty, we have no options to assist [redacted]
[redacted] any further. Her only option was to follow Ultra Shields rules and file
the claim in a timely fashion, this is the reason customers purchase extended
fabric/leather warranty’s is due to the fact we as the retailer and the
manufacture do not express any extended warranty on leather or fabric. We as a retailer can not control any factors may that be environmental or accidental that may effect the cosmetics of a customers furniture. We offer many extended warranties for our customers but it is ultimately up to the customer to follow all rules associated with those warranties. I have seen countless numbers of customers have product fixed or replaced by Ultra Shield in order to received those services those customers followed all rules associated with their warranty box in which they receive from Ultra Shield.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Fraudulent company and fraudulent warranty! This is ridiculous. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]