UV3 Masterguard

After reading all the bad reviews, it seems this is a huge scam, they automatically deny all claims
I submitted my claim and within 24 hours was denied, I forgot to state on the form reason for the stain blood on the headrest, Guid refused to add it, closed my claim and will not discuss any further,
Thomas Frost
Winter Springs FL

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] P.SI did send the same reply back when I first got this message but looks like the UVnever received my reply

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

UVstated in their response that " the sofa has changed color, multiple areas of discoloration and scratches" , this is entirely not what my complain is about, it is about the cut in the sofa, which has nothing to do with their above statement In their contract they state the following:" Coverage & Repair Planleather and vinylaccidental rips, cuts, tears punctures and burns " are covered by their warrantythe cut that occurred on the couch should be covered by their above coverage, by changing the issue to discoloration scratches etcis just a technique to change the reason of my claim whereby it will free them from their obligation to adhere to the warranty coverageFurthermore, when a child made a cut into the sofa, that is considered an accident and not an intentional action

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Good day Mr [redacted] ;Thank you for you kind and quick responseMy reply to this complaint is as following,It appears that the company UV is just going around in circles and not addressing the issue of my complaintMy complaint is about the tear that happened on the couch which should be covered under the warranty that I purchased from them In their replied letters they keep stating about accumulating damage like discoloration and wear etcThis complaint has nothing to do with any issues about wear or discoloration, why do they keep mentioning it in their replies ? Furthermore wear and discoloration is a thing to happen to a couch that is several year old, after all they sold me a year warranty, it would be understandably the a couch that old would show wear and discolorationAgain my complaint is not about that, it’s just about the cut to the couch, nothing elseTheir replies are just maneuvers to confuse the Revdex.com, evading the issue and not honoring their responsibility, by bringing in other issues that have nothing to do with my complaint.All I’m asking is that they honor the warranty that they sold meIt was a year warrant which was paid for in full, something happened to the couch ( a cut) which is covered by their policy, why all this run-around and trying to evade their responsibility Regards, [redacted]

Revdex.com: In reference to complaint ID [redacted] , I am going to put in for a refund of the money I spent at UVper their guidelinesOnce and only when I receive that refund will this complaint be resolved I will advise you once I have received the refundPlease do not dismiss the complaint until you hear from me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis company is blind and does not understand what I'm referring tooI was requesting the rip on the side of my love seat that happened during a move to be repaired, not the staples underneath the love seat when it's flipped!! Those were the picture the tech took of when trying to get the serial number and included it as part of my claim! How would I know whats under there when I've never flipped a sofa or even knew they had serial numbers? How clueless, and so not customer service oriented is this companyIt's unbelievable how they just keep defending their company and lying, customer service representative like crazyInstead of just admitting or coming to an agreement with a paying customer they chose to bicker and defend their liesWhen you google this company it is filled with complaints and specifically with this representativeAnd it's obvious they could care lessThey just take people's money and deny claimsThat's a scam and a rip offI'll be adding to the long list of complaints for other people to see Regards, [redacted]

Once I sent the reply back in November, and the Revdex.com forwarded my reply to him, all he had to do was let someone know the price was agreed, we've been waiting for Mr [redacted] to agree to the $150.00, which he has never doneWe would not just send a check without an agreement from Mr [redacted] that it was acceptedNow that Mr [redacted] has made this look like an issue of us not paying, I hope the Revdex.com will at least note that the customer did NOT follow through, and we wouldn't of had any way of knowing what his reply would be without him advising someone I will have the check cut in next weeks check run.***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.In regards to the refund on the warrantyWe have never been notified of a refund by UVnor [redacted] Not one person has contacted us regarding this complaint and I have yet to see a check from either companyI did not make a complaint regarding peeling nor fadingWhite spots on the leather from a spill is NOT fading nor peelingEven though the pictures may not have showed this in detail the way the company would like, they did not even offer to send a person out to look at the damageAs far as I was concerned stains were covered under the warrantyAll that was said was we can't help you when the warranty clearly says states stains are coveredMy husband did get very upset because the representative that we spoke with basically blew us off and would not assist us in any wayI understand not covering the small amount of peeling on the seams but the stain should be coveredThis was a one time claim and has never been claimed beforeAll I wanted was the cushion to be fixedI never wanted to go to this extreme but have had no choice since neither this company nor Kanes furniture will help usThe same day we went to kanes furniture to complain there was another person in there complaining of the same thing with this companySo I can guarantee you this is not an isolated incidentAfter weeks of getting the run around from Kanes furniture and they basically said we can't help youThis is horrible customer service in my eyes and I would never treat a customer this wayI will accept the response once I get a full refund for the warranty which has never been offered to usThis is the first time I have heard of a refund from UVRegards, [redacted] ***

Good afternoon,Attached is our response, unfortunately I have pictures, but your system won't let any other attachments be added, but if you read our technician's report that will give you all the details.If the Revdex.com would like to see all pictures from our technician just let me know
and provide an with an email address for me to send them toThank you*** ***H & M Distributing / UVMasterguard

consumer complaint #***.Please be advised that I never received the settlement check for this claim, the claim is considered closed so I cannot respond on your website._____________________*** ***Mobile: *** ***

This is in response to the letter we received from you on January 9, regarding *** *** ID H ***.When Mrs*** initially called on December 28, 2016, she stated that a child had taken scissors to the leather sofa and had made a small tearMrs*** was then provided with Written
instructions via e-mail of what is needed to start a warranty claim, then once all requested items are received the claim will be reviewed for validation to see if the damage falls within the warranty guidelines.UVMasterguard received the sale receipt and pictures of the damaged leather sofa as requested from Mrs***When reviewing the customers pictures the damage/tear appears not to be a recent damage, as all edges of the tear have even changed colorAlso the pictures show multiple areas of discoloration and multiple scratches on the seat cushions.I must point out that the Worry Free Platinum Year Leather-Single Limited Protection Plan covers accidental rips, cuts, tears, punctures, and burnsMrs***s description of someone taking a pair of scissors to the leather sofa would not be considered accidental damageInstead she is suggesting that the tear was caused intentionalThis along with discoloration and scratches throughout the leather sofa disqualify this claim from coverageAs the following applies to this claim in the warranty exclusions “any accumulation and/or combination of stains and for damage to the product.*** *** states and suggests in the Revdex.com complaint that a different explanation is given to refuse service on this claim every time they contact our companyThe reason for this claims denial has always been for accumulation of damages.When Mr*** *** called in and spoke with the supervisor he stated, he didn't care about the other damage just the tear needed to be repaired, the Supervisor tried to explain that we can't just ignore the other damage, *** then stated I know you don't want to spend the money on my Sofa, she told *** it has nothing to do with money, it's us following the guidelines of the warranty that he purchased*** then stated ok, you feel like you do, and I feel like I do, and I will take this to the Revdex.com, she acknowledged his statement with "ok,” but please submit a copy of the warranty and your pictures so the Revdex.com can see what you’re referring to*** stated oh, I will, and thanked her for returning his call, and then stated, this will be fixed by you one way or another, and he ended the call.When reviewing the customer's claim and following the guidelines of the Worry Free Platinum Year Leather-Single Limited Protection Plan, UVMasterguard feels that Mr& Mrs***s claim does not fall within the guidelines of the warranty coverage, therefore, UVMasterguard stands behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at 800-922-4273.Thank you,*** ***Enclosures: Copy of warranty agreement Copy of customer's pictures

In response to the ***/*** 2nd responseI'm not quite sure how they didn't know what they paid for the warranty when it's listed on their receipt, and as far as Furniture & Mattress not working with us anymore, that is because we (UV3) had discontinued the comprehensive warranty program, and they worked with us up to that day, and it had nothing to do with complaintsThe customer has requested a prorate refund even though they did not follow the guidelines of the warranty they purchased, so out of good faith on our part, we will issue the requested prorated refund in the amount of $for the remaining coverageThe customer must send in writing to [email protected] a written statement accepting the prorated refund and acknowledging they will no longer have any kind of warranty for their furnitureOnce that is received we will issue the refund

Please see attached Revdex.com response.*** *** states and acknowledges that the leather sofa has discoloration and scratches in multiple areas of the sof* *** also states that the complaint was about the cut in the sofa and not the discoloration and scratchesI must point out that the ***’s submitted the pictures that show the accumulation of damages, (discoloration, scratches, and tear) to their sof* *** states in the response letter that the coverage mentions accidental rips, cuts, tears, punctures, and burnsThis is correct, but the warranty also reads any accumulation and/or combination of stains and/or damage to the product is excluded from coverage The Worry Free Platinum Year Leather-Single Limited Protection Plan does not cover any combination/accumulation of stains or damagesUVMasterguard must follow the guidelines outlined in the warranty, and by following those guidelines, unfortunately UVMasterguard must stand behind our original decision of denying the ***’s claim for accumulation of damage not being covered under the guidelines of the warranty and has closed this claim.If you have any further questions please feel free to contact me at 800-922-4273.Thank you, *** ***

This is in response to the letter we received from you on July *, regarding *** *** ID # ***. *** *** states in his Revdex.com complaint that he has wear and tear damage on his furnitureMr*** states in his complaint that his warranty claim was declined for pet damageMr***
is also disputing an amount of $ 400.00. I must point out that Mr*** is not being honest by stating that he is disputing an amount of $ 400.00, when in fact his sale receipt # *shows he paid $ for the Worry Free Platinum 5-Year Comprehensive Limited Protection PlanAlso his warranty claim was not declined for pet damagesMr***’s warranty claim was declined for leather peeling, scratches, and not reporting the damage within the day time frame that is stated in the warranty coverage guidelines. When Mr*** initially submit his warranty claim, by providing his description of the damages he stated that both left and right units of his leather sectional are peelingWe also discussed multiple scratches on the leather surface of the seat cushionsWhen Mr*** was asked when the damages occurred he stated that he had noticed the damages months ago. I must point out one thing that is undisputable; the extensive damages to Mr***’s leather sectional did not occur, and was not reported within the day time frame as stated in the warranty guidelinesIt’s well known that when any damage is corrected within a reasonable time frame the likelihood of it becoming a bigger problem is eliminated or minimizedThirty days is more than a reasonable time frame to report any damage to one’s furniture UVMasterguard agrees with Mr*** that wear and tear is a contributing factor to these damagesThe facts are that Mr*** let the damages occur and accumulate over a long period of timeWith this point made, UVMasterguard must unfortunately conclude that the damages presented by Mr*** are not covered under the warranty agreementThe warranty exclusions of the agreement states, that any accumulation and/or combination of stains and/or damage to the product are not coveredLeather peeling, scratches, and wear are also mentioned in the warranty exclusions, as damages not covered. When reviewing the complaint and following the guidelines of the Worry Free Platinum 5-Year Comprehensive Limited Protection Plan, UVMasterguard feels that Mr***’s complaint does not fall within the guidelines of the warranty coverage, therefore UVMasterguard stands behind our original decision and has closed this claim. If you have any further questions please feel free to contact me at 800-922-***. Thank you,
*** *** Enclosures:Copy of warranty agreementCopy of customer’s pictures

Good afternoon,I had spoken with *** *** last Friday (1/20/17) when she called into our office stating she was returning ***'s call (which was an old message)When speaking with *** she had stated she was unhappy with the outcome of her claim, I acknowledged this by letting her know we had received the Revdex.com complaint filed against our company by herOut of good faith I had requested new pictures from *** to see the stains she was referring to, that didn't match up with the technicianI received ***'s new pictures today, and they don't really show any stains, so I have decided to send another technician to her home to get another professional technician's report of their findings on her furniture, and once that new report is received we will go from therePer ***'s statement, no apology was given to her, so I made it clear in our conversation today that I was apologizing for the misunderstanding of the material between *** and ***I called *** to give her my decision, but received her voicemail*** called me back and I gave her all the information*** stated that was fine

As stated in my last response UVwill in good faith refund the amount paid for the sofa warranty ($99.99) but I can't send a check until Ms*** states she will accepts the refundOnce we receive her acceptance we can cut and mail a check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The resolution of this complaint is supposed to be ongoing per a telephonic conversation with Ms*** While she did provide more insight and information into the breakdown of communication than her subordinate *** did, the resolution to this matter is still ongoing, and there has been no attempt by UVto provide any apology on behalf of the lack of customer service provided by such a substandard employee. However, I do appreciate Ms*** trying to at least resolve the situation and effectively communicating the problems that have occurred with this entire transaction
Regards,
*** ***

This is in response to the letter we received from you on September 06, regarding *** *** ID # ***.Mrs*** starts her response to our response letter with personal attacks to our company and the customer service representative handling her warranty claim.In response to Mrs***’s personal attacks to our company, and our representative I must point out that all the statements he has made are true, and not one statement has been made by our representativeThis customer just didn’t read the warranty, so she didn’t follow the guidelines, when UVfollowed the guidelines and denied her warranty claim, she just filed the Revdex.com complaintMrs*** wanted to mention all the complaints against our company, but they are no different than Mrs***, when they don’t read or follow the guidelines it becomes our fault.Mrs*** admitted that the loveseat had a rip when she received her furnitureMrs*** in her own writing states “ The 3rd picture is the bottom of the sofa, that’s how it came from manufacture and that is not the rip I’m referring to!” Mrs*** knew that the loveseat was damaged upon receiving it.Mrs*** had never reported it to the retailer, nor did she have it repaired, so that damage now is old, and with the additional damage it now falls under accumulation of damage.Listed under the exclusions of the Worry Free Platinum Year Comprehensive Limited Protection Plan, it states that product(s) with pre-existing damages or stains are excluded from coverageWith this said, UVMasterguard must stand with the original decision to decline this warranty claim.If you have any further questions please feel free to contact me at ***.Thank you,

*** ***'s Revdex.com complaint disputes the denial of his warranty claimMr*** in the Revdex.com complaint acknowledges that the furniture has a scratchMr*** states in the complaint that he called our company to get the status of his claim and he was told that the warranty does not cover
Scratches or stainsMr*** also states that he filed a warranty claim, because his son spilled a drink on his furniture.Mr***’s statement that we told him that we do not cover stains is incorrectMr*** was not told that stains were not covered under the warrantyMr*** was explained that the leather warranty does not cover scratches, areas of color loss, nor material that has been discoloredTo address Mr***’s statement that he filed a claim, because his son spilled a drink on his furniture I must point out that Mr*** initially reported an unknown stain or mark on the left arm facing recliner seat cushionIt was not until he e-mailed our company later that evening he stated the following, “I noticed the stain yesterday and it looks like food beverage stain'Based on Mr***’s e-mail statement Mr*** is indicating that he really does not know what the stain/damage is by stating that it looks like something and then he finishes his statement with food beverage stainThis also tells us that Mr*** does not know what the stain/damage isHe is stating that it might be food or it might be a beverage stain.UVMasterguard proceeded with Mr***’s claim and sent out a certified technician to assess the customers damage/damages on his left arm facing power reclinerThe technician's findings were that the left arm facing recliner seat cushion has a few areas that have color loss and a scratch due to customer cause damageWith these findings Mr***'s warranty claim was declined for discolored and scratched leather, which was customer caused.To address Mr***’s statement that our company is a fraud and only collects warranty monies, but never provides any servicesI must correct Mr***, UVMasterguard sent out a professional service company on January 17, to the customer's home to inspect his left facing recliner of his leather sectional and it was determined that the customer’s statement that the issue is a food or beverage stain is not consistent with the damages found on the reclinerImust also point out that the UVLeather Protection Package Limited 5-Year Warranty is a limited warranty and does not cover everything as Mr*** suggests, that his sale representative told him.When reviewing the customer's claim and following the guidelines of the UVLeather Protection Package Limited 5-Year Warranty, UVMasterguard feels that Mr***'s claim doesnot fall within the guidelines of the warranty coverage, therefore, UVMasterguard stands behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at ***-***-***