UV3 Masterguard

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedI am accepting this settlement very reluctantly because this company UVMastergaurd is a company who just scams people out of their moneyIt is clear to see that since this company can not order the mechanism by contract it would have to supply me with a new unitI never stated to this company that I had a multitude of problems like they say I didSince ordering a new unit would cost them more than the amount I paid for the warranty it is clear that they will just deny me their contractual obligation and settle on just giving me back the $They winThank you very much Revdex.com for your help
Regards,
*** ***

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
I feel that this business is making a trick to deceive consumers by adding a term to the policy saying acumulated damages now can someone in their right mind explain why a rip on the couch and a mechanical failure on the couch is am accumulation? Why should this be voiding the so called "worry free warranty"? The theory is good that most consumers would never figure out that if they have a rip on the couch then the rest of couch is no longer coveredSo the company can rid themselves of most claims and sell worry free warranties...
Regards,
*** ***

Mr. [redacted] is stating we are making a trick to deceive the customer (him). There is no trick or deceiving at all. Under the guidelines of the limited Worry Free warranty that Mr. [redacted] purchased (which he has a copy of, and sent to UV3) it clearly states under the Exclusions “Any accumulation and / or combination of stains and / or damage to the product.  If you look at the pictures that were provided by Mr. [redacted] his damage of cracking, and tears are extreme, now he has another issue. UV3 is following the guidelines that are listed on the warranty Mr. [redacted] purchased.  I feel Mr. [redacted] would not accept anything that was stated by UV3, by his comment that he made to our customer service rep “He asked which state is UV3 located, the rep answered CA, [redacted] stated “good CA is a liberal state I'm going to screw you guys” and then hung up, and now we have a Revdex.com complaint filed. As a good will effort UV3 would be willing to refund Mr. [redacted] the $150.00 he paid for the limited Worry Free Warranty, and that would end the warranty cycle. If you have any further questions please don’t hesitate to contact me.  Thank you, [redacted]Office Manager

This is in response to the
letter we received from you on October 15, 2015 regarding [redacted] ID #
[redacted].[redacted] states in the
complaint that she purchased a warranty that covers all damage accidental or
not, the warranty Mrs. [redacted] purchased is a Leather Protection Package...

Limited
5-Year Warranty that caters to accidents only. Mrs. [redacted] first call to uv3 was
on September 25, 2015 at 11:15 am P.S.T, the customer reported the damage on
her leather sofa as a rip, or possibly something internal. An original sales
order receipt and photos were requested. On Monday September 28, 2015 the customer’s
photos were received, without a sales order receipt. A confirmation email was
sent to the customer that stated the following “The photos you sent have been
received. You will be contacted within 2-3 business days to go over this matter
further”. A phone call was made to the customer to inform her that the sales
order receipt has not been received, a voicemail was left on a phone line
ending in 1324, another number was also contacted and a message was left with a
gentlemen requesting to have Mr/ or Mrs. [redacted] call uv3 regarding their
furniture. A follow up call was made to both phone lines to inform the customer
that a sales order receipt still has not been received.  On Monday October 5, 2015,
another voicemail was left, and a message with another gentleman. On Wednesday October 7, 2015
Mrs. [redacted] sent an email stating the following “ [redacted]’s is supposed to be
faxing you a sale receipt this morning, Please let me know when you receive it.
Thanks”. On Thursday, October 8, 2015 Mrs. [redacted] sent another email stating
“Did you receive the sales receipt you requested so we can get this matter
resolved” A email was sent back to Mrs. [redacted] stating the following “We have
not received a copy of the original sales order receipt”. On Friday, October 9, 2015
Mrs. [redacted] sent another email stating the following: “Contacted [redacted] store
again and they are faxing again”. As of October 13, 2015 a sales receipt still
did not get faxed over. On Wednesday October 14, 2015 Mrs. [redacted] sent
an email that stated the following: Could you please address this matter and
respond to me?! Actually if you could just forward this whole thing to your
supervisor or even just another employee. This is RIDICULOUS. We paid for this
warranty and when we need it fixed OBVIOUSLY. You don't reply and I'm done and
sent everything you asked several times, sending you pictures and receipts and
it really just seems like all you are doing is wasting our time. So either
email me back telling me if you received the sales receipt you requested or
not. Obviously our patience is running thin. Do you job or forward it to
someone who will. This has gone on long enough. This back and forth BS. SO
Please do your end without having us have to email you to do your job. I'm OVER
IT. MY COUCH IS DAMAGED. I HAVE A FULL WARRANTY. There is a SHARP metal piece
sticking out from my couch and like I said before, we have small children and
it is a matter of safety.  We contacted you as soon as it happened, right
now my children are very young and climb, if they get cut because you want to
take weeks to do your job then expect a HUGE fall out and consequences because
this is utterly RIDICULOUS and I am about to file a complaint with Revdex.com. I have
tried to keep my patience, DO YOUR JOB. At this point, I feel like you are a
huge scam and waste of time, and I paid for this warranty and will get what I
paid for. So email me back right now confirming you received the sales receipt
or not. It's pretty frustrating that NO ACTION is done on your part unless you
get a call or email hounding you do YOUR PART. I have sent you everything you
have asked for. THIS MATTER NEEDS TO BE DISCUSSED AND TAKEN CARE OF NOW! So if
for some reason you are incapable of doing your job properly, please send this
to someone who can do their job. Thank you. DO NOT CALL OUR SHOP/WORK NUMBER
AND LEAVE A MESSAGE. CALL US DIRECTLY. [redacted]After receiving this email I
called both lines leaving a voicemail on both. I then received a return call
from Mr. [redacted], I explained to the customer that I received the email from Mrs.
[redacted]; I explained to the customer that I have been contacting the numbers and
leaving messages on both phone lines that were provided during the first
initial call to uv3. Mr. [redacted] stated "If you are leaving messages on my
wife's cell she doesn't ever check her voicemails, it's really hard to get a
hold of her and she probably gave you the business number, so just take that
one off and just contact me on this matter", I explained to the customer
that the sales receipt was received from the furniture store On October 14,
2014.  I went over the warranty claim
with the customer and explained that after reviewing the photos I am unsure
what the damage was so I would be setting up a service with a certified
technician for clarification on the damages. At 10:48 AM P.S.T the
furniture company faxed over the sales order receipt. The terms and conditions of
the UV3 Leather Protection Package Limited 5-Year Warranty states that the
owner (the warranty holder) shall reasonably cooperate with UV3 Masterguard in
its efforts to perform its obligations.Therefore, in order for UV3
Masterguard to perform its obligations the warranty holder must cooperate in providing
a sales order receipt and photos of the damaged furniture, until all requested
items are received the claim cannot be processed.The
coverage for the UV3 Leather Protection Package Limited 5-Year Warranty is the
following: accidental tears, rips, burns, punctures and cracking and peeling
from a specific incident and stains from food, drink, human blood, human urine
and ink from a ballpoint pen and lipstick. The warranty coverage purchased does
not apply to damages or stains caused by items other than those mentioned
above. When reviewing the complaint
and following the guidelines of the UV3 Leather Protection Package Limited
5-Year Warranty, UV3 Masterguard has agreed to set up a service for an
inspection and clarification on the damage. We are pending the technician’s
inspection and professional assessment of the damage to assists the customer if
the damage falls within the warranty guidelines.  If
you have any further questions please feel free to contact me at 800-922-4273.Thank
you,
[redacted] Enclosures: Copy of Warranty

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.
This guy is a liar and has several complaints against him for denying all claims and is extremely unprofessional and could care less. 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! This  company is a rip off and does not care about their customers. The whole response from this guy is a complete lie. Rudest person I have ever come across and rip off of a company. I'm stuck with rip and my "worry free" warranty is not being honored like all the other hundreds of people who bought warranties from this company.
Regards,
[redacted]

I apologize, I thought this was being handled by [redacted],  as I received an email from [redacted]'s corporate office stating they received a Revdex.com notice. I had offered to refund in good faith the amount paid for the sofa warranty. **'s was making the offer on our behalf...

and would let me know if it would be accepted or not. I'm still waiting to hear if accepted or not[redacted] has not listed the entire situation in her complaint to the Revdex.com. Ms. [redacted] failed to mention that there is damage that isn't even covered under the limited warranty she purchased.  
Customer service went over the
warranty coverage with Mrs. [redacted], because she stated that she was not
familiar with the warranty coverage. It was explained to Mrs. [redacted] that the
leather warranty does not cover leather peeling, wear, nor fading. Mrs.
[redacted] disputed this and gave Mr. [redacted] the phone. Mr. [redacted] got on the
phone and disputed this damage. Customer service explained to Mr. [redacted] that the
leather warranty does not cover leather peeling, wear, nor fading. Mr.
[redacted] stated that a drink was spilled on the leather sofa left and
middle seat cushion. Customer service replied, Mr. [redacted] I don't see any stains in the
pictures. Customer service then explained that unfortunately leather peeling, and wear
and damages that did not occur from a one-time occurrence are not
covered under the warranty. Mr. [redacted] did not want to listen to any
explanation. Customer service offered Mr. [redacted] a copy of the warranty coverage and a
phone number to a directory assist to research a local technician to
address the non covered damages at his own expense. Mr. [redacted] refused and continued
to argue. Mr. [redacted] stated that he is not concerned with the leather
peeling and wearing in the stitching area. Customer service explained to Mr. [redacted]
that, because he reported the non-covered damage unfortunately we
cannot assist him through the warranty. Mr. [redacted] asked to speak to a
supervisor. Customer service explained that he must e-mail our company with his
concerns and it will be forwarded to management to address all his
concerns. Mr. [redacted] then hung up the phone and ended the call. We never received anything from the [redacted]'s until now.

February 24, 2017 Revdex.com of San Diego4747 Viewridge Ave, Suite 200San Diego, CA  92123RE: ID #: [redacted]   Dear [redacted]: This is in response to the letter we received from you on February 23, 2017 regarding  [redacted]on ID # [redacted]. After reviewing the Revdex.com...

complaint for customer [redacted], I must point out that [redacted] has never contacted our company (UV3 Masterguard). We received a sales receipt from [redacted]’s Furniture with her name listed as the buyer, so two voicemails were left for Mrs. [redacted] on her phone to contact us regarding the sales receipt we had received. Mrs. [redacted] as of today has never returned our calls. I have never spoken with [redacted], so this Revdex.com complaint was not written by her? You must question the motives of this individual who portrays someone who they are not. Why would someone do this, and for what cause. A complaint to the Revdex.com was submitted under the name of [redacted], who has never contacted our company.  It is difficult to address a formal complaint that is misleading and not truthful, so I will start by reviewing the warranty coverage. The fabric warranty purchased is the Masterguard 3 Year Limited Stain Protection Warranty Plan. This is a limited stain warranty that covers stains from food or beverages and all human bodily fluids (blood, urine, vomit). Now this individual who wrote this complaint states that they never received a copy of the warranty. All warranties that [redacted]’s Furniture sells on our behalf print out with the sales receipt, and are provided to the customer at the time of purchase, so if she did not receive a copy of the warranty why did she not ask her sale representative for a copy of the coverage.  UV3 Masterguard received a call from an individual by the name of [redacted] who stated he is [redacted]’s husband, so I discussed the issue of the furniture with him. Mr. [redacted] reported an ink stain on his fabric ottoman. I then reviewed the warranty coverage with Mr. [redacted], so he would have a better understanding of the coverage. Mr. [redacted] at that moment changed his mind and now states he does not know the origin of the stain and became argumentative. I pointed out that the consumer must know the origin of the stain, because the warranty states that it does not cover unknown  stains. Mr. [redacted] continued to argue and refused to listen to any explanation. Mr. [redacted] demanded service and threatened to file a Revdex.com complaint against our company. At that time I provide Mr. [redacted] our company’s address and general manager’s contact information as he requested, and that is how our conversation ended.  I do know a gentleman contacted the President of the company shortly after our conversation to complain to him as well. The President out of good faith had agreed to have a service set up for clarification (knowing ink and unknown stains are listed in the exclusion of the fabric limited warranty).               To address this complaint that this individual states the representative was rude and that no one should be treated this way. I must agree with that statement, no one should be treated in a rude manner, and no one was! I feel Mr. [redacted] states he was treated rudely because he was requesting something he wasn’t entitled to and wanted service regardless if they were entitled to it or not. So in order to file a complaint with the Revdex.com they had to come up with something negative in order for it to be published and not look like they had any responsibility of following the guidelines of the limited warranty they purchased. When reviewing this Revdex.com claim we do not know who wrote this complaint as we have never spoken with [redacted], nor has [redacted] returned any of our calls.  If you have any further questions please feel free to contact me at 800-922-4273. Respectfully,
 [redacted] Enclosures:Copy of warranty agreementCustomer’s sale receipt

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 warranty. We have never been notified of a refund by UV3 nor [redacted]. Not one person has contacted us regarding this complaint and I have yet to see a check from either company. I did not make a complaint regarding peeling nor fading. White spots on the leather from a spill  is NOT fading nor peeling. Even 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 damage. As far as I was concerned stains were covered under the warranty. All that was said was we can't help you when the warranty clearly says states stains are covered. My husband did get very upset because the representative that we spoke with basically blew us off and would not assist us in any way. I understand not covering the small amount of peeling on the seams but the stain should be covered. This was a one time claim and has never been claimed before. All I wanted was the cushion to be fixed. I never wanted to go to this extreme but have had no choice since neither this company nor Kanes furniture will help us. The same day we went to kanes furniture to complain there was another person in there complaining of the same thing with this company. So I can guarantee you this is not an isolated incident. After weeks of getting the run around from Kanes furniture and they  basically said we can't help you. This is horrible customer service in my eyes and I would never treat a customer this way. I will accept the response once I get a full refund for the warranty which has never been offered to us. This is the first time I have heard of a refund from UV3. Regards, [redacted]

This is in response to the letter we received from you on June 19, 2015 regarding Frank BrownellID # [redacted].After closing reviewing this customer's complaint, the warranty claim submitted to our company,along with the warranty guidelines, and the report from the certified Technician' s,...

UV3Masterguard has determined Mr. and Mrs. [redacted] did not follow the guidelines of the WorryFree Platinum 5-Year Comprehensive Limited Protection Plan that was purchased. This decisionhas been determined due to the amount of damages accumulated, and pre-existing which Mr.[redacted] acknowledged.UV3 Masterguard will in good faith refund Mr. and Mrs. [redacted] the amount paid for thewarranty ($150.00). This will now complete UV3 Masterguard's obligation of service.If you have any further questions please feel free to contact me at 800-922-4273.Thank you,[redacted]

This is in response to the letter we received from you on December 26, 2017 regarding [redacted] ID H [redacted].Mr. [redacted] submitted a Revdex.com complaint stating “This company doesn't want to grant the warranty.” “I bought 5 year warranty on 9/22/2014 they are giving me only excuses, all I want is my...

loveseat to be fixed.”Mr. [redacted]'s case that he presented to the Revdex.com have no facts in the complaint, just Mr. [redacted]'s blind opinion of our company. Mr. [redacted] did not readnor follow his warranty agreement.To give you some history on this customer, I must point out that Mrs. [redacted] previously called our company on November 01, 2017 and reported that her leather loveseat center console was delivered broken and that she had accepted the loveseat with this damage. Mrs. [redacted] did not bother to have this damage corrected when she received the item back in 2014. It was explained to Mrs. [redacted] that this is not a warranty issue, because the furniture was not received in brand new condition with no damages. At that point Mrs. [redacted] was referred back to the furniture store to have this delivery damage corrected.[redacted] called on December 19, 2017 to initiate a new warranty claim, he spoke to a different warranty specialist, who forwarded the claim to me. Mr. [redacted]s items for his warranty claim were received; I called him to go over all the details. Mr. [redacted] confirmed with me that the center console was still broken. I made him aware that this delivery damage should have been corrected prior to submitting a new claim. I told him that is why Mrs. [redacted] was referred back to the furniture store when she called. Mr. [redacted] then reported a seam separation, cracking and peeling of the leather on his new warranty claim. I explained to Mr. [redacted] that seam separation, delivery damage, cracking and peeling, and accumulated damages are mentioned in the warranty exclusions: therefore, cannot be covered under the warranty agreement as its Written. Mr. [redacted] refused to listen to any explanations, and stated that he would file a Revdex.com compliant.To point out to the Revdex.com that accepting damaged furniture from the furniture retailer and not having the damage corrected or fixed would invalidate any claim submitted afterwards for the simple fact that the furniture was not delivery in brand new condition with no damages.When reviewing the customer's claim and following the guidelines of the Worry Free Platinum 5 Year Comprehensive Limited Protection Plan, UV3 Masterguard feels that Mr. [redacted]'s claim does not fall within the guidelines of the warranty coverage. Mr. [redacted] knowingly did not follow through with his responsibilities of the warranty agreement when he did not resolve the issue of the delivery damage. Therefore, UV3 Masterguard must stand behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at ###-###-####.

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.
ID #[redacted]I am unable to accept the offer of $300. My purchase price of the futon was $600 and the warranty states that if the item is defective, I will be reimbursed for the full purchase price. The futon broke from typical use of the item. Due to these circumstances, I expect to be refunded in full. Is it possible for the Revdex.com to contact the business directly since they are the ones that’s holding up this process from going further? Although I understand your position, settling for less would be an unjust action to take upon a customer. Sincerely,[redacted]

Revdex.com:
In reference to complaint ID [redacted], I am going to put in for a refund of the money I spent at UV3 per their guidelines. Once and only when I receive that refund will this complaint be resolved.  I will advise you once I have received the refund. Please do not dismiss the complaint until you hear from me.
Regards,
[redacted]

Dear [redacted]:This is in response to the letter we received from you on April 21, 2017 regarding [redacted] B [redacted] ID H [redacted].I received a call back on March 8", 2017 from [redacted] wanting to submit a warranty claim. I advised [redacted] I would need a copy of the original sales...

receipt in order to process a claim, because this was her first time submitting a warranty claim with UV3 Masterguard. I then offered her fax, mail or email to send in her information. I also advised client if she wanted to send photos at the same time she can because photos are required with all warranty claim. I then provided customer with [redacted]Cauv3 masterguard.com email address. I also advised client that once I receive her information I will email confirming I received photos and information and then connect with her to go over the warranty claim. There were no other forms or paperwork that was requested per [redacted]'s first sentence. Again in order to process her claim I just need a copy of the original sales receipt and photos. I received a call before I received [redacted]'s email and I had advised [redacted] that I haven’t received her information as of yet but I will email her confirming I received it and then connect with her as well. [redacted] was upset and was questioning UV3 system and kept yelling we have as system and I should have it by now and I've read reviews regarding UV3. During the call I went ahead and took all information regarding her claim until I receive email. [redacted] was submitting a claim on Sofa both seat cushions had a urine stain from her daughter which occurred on Monday, March 6", 2017. After receiving the warranty claim from [redacted]. I then checked my Outlook and her email wasn't there as of yet. I did let the customer know it wasn't in my Outlook as of yet. [redacted] became more upset yelling and stating What the [redacted] stating “she will then send 30 emails to make sure that I get her information'. I then advised client that was fine. As soon as I received all 5 of [redacted]’s emails I had replied back to all 5 messages confirming I had received her information and photos and that I will connect with her. Keep in mind all of this happened on the same day March 8", 2017. [redacted] also called back again yelling stating that she just scheduled her service with US Quality Furniture Services and that she is scheduled for March 28th, 2017. I then advised client if that’s their earliest appointment then that would be your scheduled date, because I have no control of their scheduling. [redacted] continue to yell and stated “if the smell is still there that means the f[redacted] stain isn't gone”. [redacted] then went on to ask if the stain doesn’t come out then what. I then asked if she was familiar or has read the warranty. [redacted] stated no. I then went over when a technician isn't able to remove a stain then we send the technician out for a 2" attempt to try to remove stain. I then advised client if the 2" attempt isn't successful I then advised client UV3 at its option will replace part and if part (s) isn't available UV3 will replace the item and if the item isn't available we then provide a reselection credit. [redacted] then stated “well this would need to be replaced, because if the smell is still there the stain isn't gone'. I then advised client if there is an odor issue please keep in mind odors arent mentioned nor covered under the warranty as its written. [redacted] stated there is a stain. I then advised client that she should be good to go then if there is a visible stain.[redacted] then contacted UV3 Masterguard on April 7", 2017 and left me a voicemail wanting to discuss service from March 28", 2017. I then returned [redacted]'s call on April 7", 2017 and left a voicemail on ###-###-####. I also called ###-###-#### on April 7", 2017 and spoke with [redacted] advising client that I received [redacted]'s voicemail regarding the service. I then informed [redacted] that I haven't received the technician’s report and photos as of yet. I then advised [redacted] that the technicians have 7-10 business days to provide UV3 with their reports, photos and invoice. [redacted] then returned my call on April 7", 2017 I had informed her that I just spoke with her husband [redacted]. I then went over my conversation I had with [redacted] with [redacted]. [redacted] stated "she wasn't at the service her husband was there and the technician informed her husband not both of them because she wasn't there that the item needed to be replace. I then advised client once the technician's report has been received UV3 will review the information and that I will follow up with her. [redacted] stated “her husband was texting her at the same time we were talking and providing her the information I had already address with [redacted]. [redacted] then pointed out again that the technician told her husband that the sofa will need to be replaced. April 1 1". 2017 [redacted] called in requesting status of claim. I then advised client that I haven't received technician's report as of yet and that I have been contacting US Quality Furniture Service since April 7"?2017 trying to get report expedited. [redacted] became upset yelling and cussing again and asked who do I report too. I then transferred her call to [redacted]’s voicemail because she was away from her desk at the time. I also provided customer with US Quality Furniture Service's number as well. [redacted] stated “she was going to call US Quality Service and the technician'. [redacted] then called back and informed me that US Quality Services was closed. I then advised client its after 5pm CST which is why they didn't pickup. I then advised client again I will follow up with them in the morning. April 12", 2017 [redacted] calls in stated “why the f[redacted] was I transferred to you'? Billejo stated she was on the phone with US Quality Furniture service then was placed on hold and then got me. I then advised client that I did speak with a supervisor [redacted] who stated she was going to get the technician's report to me by 12 pm PST, and apologized for the delay. [redacted] went on to yell regarding her replacement which the technician told her husband about because she wasn’t there during the service. I then advised client that we needed to keep the call professional or I would need to disconnect the call. [redacted] stated this is bis' and this is f[redacted]b[redacted] s and then hung up. April 13", 2017 [redacted] from ABC Warehouse called in wanting to know status of the claim. I then went over my conversation with [redacted] from April 12", 2017. I then advised [redacted] and confirmed that the Technician's Report and Photos were received at 12pm PST yesterday April 12", 2017. I then advised rep that its has been submitted to management for review and once that has been completed the client will be contacted. I also apologized to [redacted] regarding the delay because this isn't normal protocol for us to get a report after 10 business days. [redacted] stated he understands and stated that was all the information he needed and that he was going to contact the client. I also informed [redacted] that management is aware of [redacted] and has left her a message on her voicemail and has spoke with [redacted] and apologized for the delay. On April 17", 2017 [redacted] called in yelling and cussing about her denial letter she received. [redacted] asked where does it state in the warranty regarding visible stains as I was trying to answer her question. [redacted] stated “I knew you were going to do this s to me, you're a crappy company [redacted] you [redacted] then hung up.

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.
[I must point out that the business isn't being professional with this complaint. If the business would have read my details, it stated I believe the warranty was $300, so therefore, I was not being dishonest, the business just doesn't know how to be efficient in reading the full complaint. The claim required a number, that's why I put the $300 in my details. I am not satisfied because I don't believe the company should determine if it was reported within 30 days or not, how would they know whether it was within 30 days or not? I believe I said 8 days, and I've been too busy to report it when it happened. I think its unacceptable that the company decides whether or not it was within 30 days or not, the company decides what caused the damage, and therefore gets to reject the claim. If Revdex.com can't resolve this, then I suppose there's really nothing more I can do. I will research other means of the $300 warranty being paid out.]
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 below. This company is blind and does not understand what I'm referring too. I 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 company. It's unbelievable how they just keep defending their company and lying, customer service representative like crazy. Instead of just admitting or coming to an agreement with a paying customer they chose to bicker and defend their lies. When you google this company it is filled with complaints and specifically with this representative. And it's obvious they could care less. They just take people's money and deny claims. That's a scam and a rip off. I'll be adding to the long list of complaints for other people to see.
Regards,
[redacted]

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]

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 response. My reply to this complaint is as following,It appears that the company UV3  is just going around in circles and not addressing the issue of my  complaint. My 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 etc. This 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 normal thing to happen to a couch that is several year old, after all they sold me a 5 year warranty, it would be understandably the a couch that old would show wear and discoloration. Again my complaint is not about that, it’s just about the cut to the couch, nothing else. Their 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 me. It was  a 5 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]

I received a call back on October, 9th, 2017 from Mr. [redacted] wanting to submit a warranty claim on his Sofa. Mr. [redacted] stated that the item is flaking on the RSF seat cushion and backrest. I then asked when the damage happened. Mr. [redacted] stated they noticed the damage 2 weeks before...

going on vacation and is calling in regards to the Sofa now. I then asked how the damage happened. [redacted] stated he had no idea and stated he felt the material was defective. I then went over the procedure on how to submit a warranty claim with UV3 Masterguard.  I had requested a copy of the Sales Receipt and Photos. I then provided [redacted] with my email address [redacted]@uv3masterguard.com and advised Mr. [redacted] that all information would need to be submitted within 3 business days.  I contacted [redacted] and [redacted] on Tuesday, October 10th, 2017 to discuss their warranty claim because I had received all the information that I had requested. I then spoke with Mr. [redacted] reviewed photos and information which he had provided the day before.  I went over photos which show the leather is peeling on the RSF seat cushion, backrest and middle seat cushion. I then advised Mr. [redacted] that the item is peeling not flaking. I then asked if he was familiar or has read the warranty. Mr. [redacted] stated no, I then read the Bonded Leather Warranty Coverage to him and then advised him that peeling is mentioned in the warranty exclusion meaning “not covered”.  Mr. [redacted] then stated I would like that in writing so that I may take it to my attorney. I then advised client that I will send him a copy of the warranty which he can review. Mr. [redacted] agreed to receive a copy of the warranty. Mr. [redacted] then stated that he will be taking this to small claims court then hung up on me.   I did in fact send a copy of the Bonded Leather Warranty Via email. I received an email that stated to check the warranty which was sent because it was different. I then emailed back that I sent the warranty per the Sales Receipt which Mr. [redacted] had provided.  I then received another email stating  “UV3 was refusing to fix his Sofa. No need to respond unless your mailing address has changed from UV3 [redacted]. I just needed to document the above because you did not formally say you refused to cover the damage and are calling it peeling vice a tear off the fabric backing”.  UV3/ MasterguardH & M Distributing, Inc.2590 Jason CourtOceanside, CA. 92056 ###-###-#### * ###-###-#### Fax I then contacted Mr. [redacted] and asked about the warranty which I had sent vs the one he had found from his original documents which he stated [redacted] provided. Mr [redacted] read the warranty that stated “Accidential Rip, Cuts, Tears and Burns” which he then stated was the regular leather warranty. I then asked per the sales receipt he submitted states Bonded Leather Warranty not a regular UV3 Leather Protection warranty. I then asked Mr. [redacted] if the Sales Receipt he had submitted was the correct Sales Receipt. Mr. [redacted] stated yes that is the correct Sales Receipt.  I then advised Mr. [redacted] the Bonded Leather Warranty I had sent is the same one listed on the Sales Receipt not our Regular UV3 Protection Plan which would be listed on the Sales Receipt as UV3 Protection Plan. Mr. [redacted] stated “I just wanted to let you know that you sent me the wrong one” then hung up. Now before Mr [redacted] hung up. I was discussing and trying to figure out which warranty he had Bonded vs. UV3 Regular Leather Protection there was never anything mentioned or stated that I informed Mr. [redacted] “that He was wrong”.  I then received another email from Mr. [redacted] which was a picture of the warranty he was quoting from which is our 2014 Bonded Leather Warranty which has the additional plus coverage “Bonded leather; cigarette burns, rips or tears or punctures”.  I then reviewed photos, claim and warranty with management and was informed by management that I had sent the wrong warranty. I had sent Mr [redacted] a copy of our new updated warranty as of October 29th, 2015.  I would like to apologize for sending the incorrect Bonded Leather Warranty. As I reviewed the old Bonded Leather warranty which Mr. [redacted] had received back in 2014. I would like to point out that on the 2nd page of the Bonded Leather Warranty bullet 6. It states under the warranty exclusion “Bonded leather peeling. Separation of seams; seam slippage. Stress tear/rips. Excessive loss of foam resiliency to the cushions. All accessories”. Mr. [redacted] is stating the “leather is tearing away from the fabric backing” which clearly indicates per Mr. [redacted]’s description the leather is separating from the backing.  When reviewing Mr. [redacted]’s claim and following the guidelines of the Bonded Leather Product Protection Plan, UV3 Masterguard feels that Mr. [redacted]’s claim does not fall within the guidelines of the warranty coverage as it’s written; therefore, UV3 Masterguard stands behind our original decision and has closed this claim.  If you have any further questions please feel free to contact me at ###-###-#### Thank you [redacted]UV3/ MasterguardH & M Distributing, Inc.2590 Jason CourtOceanside, CA. 92056 ###-###-#### * ###-###-#### Fax Enclosures:Copy of the Warranty agreementPhotos provided by (Mr. [redacted])

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.S. I did send the same reply back when I first got this message but looks like the UV3 never received my reply

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.
First of all I didn't know the warranty was $99.I went to the store and was told the warranty they have(which they don't deal with UV3 anymore because of numerous complaints)is 149.I told them that the faceplate had just happened but the stain could've been a month ago but I wasn't sure.because of that they won't warranty anything so I paid to have the drawer fixed and all we want is a prorated refund for a warranty that is worthless.I've looked at their website and saw nothing but complaints about UV3 and now I know why.Thank you
Regards,
[redacted]