Ultra Shield has refused to cover the warranty on our leather couch, that was damaged by food spillage. We purchased a leather sectional couch from Lazy Boy, delivered March 28, 2013. The couch is well maintained and in new condition. On July 4th a guest at our home spilled her dish of food (lasagna, salad, with oil/vinegar) on the arm. (We do not know how long it sat there). The damage, after carefully blotting it off, as the contract states, left a stained and a pealed area on the arm. We called Ultra Shield on July 5th, next business day. The runaround began immediately. We sent a picture, the representative said they would not cover it because it looked like wear. There is no wear, the entire couch is like new. The coverage contract reads; Any food or drinks normally consumed by humans. Also, Cracking & pealing. We had pealing from the food; sauce or vinegar . Next they said; it must have been from heat. That is not true. It was caused by the food. We spoke with Leslie, Andrew 7 Jennifer, who all repeated wear or heat.
They initially would not agree to send an inspector. We then got in touch with Sandy Caisler, who agreed to send out an inspector. He came on 7/16/16. First thing he said is he was told it was heat damage from a hot plate. We told him it was food spillage, and we described the food. He seemed to agree that was the cause. We then received a call from Leslie, who said the inspector indicated it was heat damage. She also indicated that we had mentioned that in our first phone call, which was not true. We told them exactly what happened with the food spillage . She repeated statements similar to the previous representatives, playing with words.
The inspector (hired by Shield) and the representatives all recited the same narratives, refusing to honor our contract. The leather protection plan states it covers cleaning and repairs for food and pealing. They are refusing to repair. It is evident that they twist the scenario to fit their noncompliance . We are now victims of their bad business practices and effectively fraud in purchasing this plan that does not follow through. They are masters of twisting words, then the customer is passed around to other representatives who repeat the rehearsed denial. The protection plan is not being followed. We want them to honor this contract, or reimburse us of the $360.00 plus that we spent in good faith to ensure the protection of our couch.
We want the arm repaired or replaced, as the contract promises. If they refuse, we want our payment of the contract for this furniture reimbursed. ($360) They can't have it both ways, take our money and not provide the service. We want Ultra Shield to honor their contract and word! We want their business practices addressed. We would also like the name of the CEO of this company; Ultra shield.