I reported a claim with Ultra Shield that was covered under my policy. I was given "initial steps" to clean the area, and report back within 72 hours. I did.
However, since "within 72 hours" fell on the weekend, I had to leave a message that my stain was still present. I never heard back with further instructions.
So when I called them back, I left a message inquiring about what the hold up was. A couple of days later, they called me to say my claim was denied due to my failure to respond within 72 hours. They said that there was no record of my call logged.
I called them back, with my phone bill in hand, and left a message stating that I had proof that I indeed called them within the 72 hours. 1-2 business days later, they called back and stated that they now found my call, but that I left no message, so my claim was still denied. I called them back, and left a message saying I could prove that I was connected to their number for 2 full minutes, so their had to be at the very least some heavy breathing or a huge empty space on their recording.
All this back and forth, leaving messages, because they do not answer their phones... And then waiting 1-2 days to return phone calls left my family of 4 crammed on 2 oversized chairs for almost 2 months!
I finally got them to agree to correspond with me through email, which they did once. The email stated this:
"I have received a message from you last week and also a message from a customer service rep. I was out of the office on friday due to illness. And was informed you had called and you wanted correspondence thru email. I have reviewed the claim. I am not sure as to where the confusion started with time frame and phone calls. However, here at Ultra Shield we strive for excellent customer service. I do apologize for the inconvenience, I will be glad to send a technician to the home to resolve this issue. Please let me know if you would like me to get a work order sent to our service technician."
I immediately sent a letter back stating this:
"Thanks for emailing. I would prefer to have our couches serviced on our own and submit the bill to you. The last time I made a claim and you had a service person come out, after three months passed, I gave up on the gentleman and had it cleaned myself.
If you are not willing to have me do it on my own and reimburse us again, please let me know in advance what it is you consider a reasonable time frame to be completed, since it has already been three weeks since we have been able to sit on our couch.
As to the confusion of call logs, I would appreciate it if you could still look into the matter and determine what happened. It is frustrating that your company holds its clients accountable to specific time frames, and yet when my phone call is not returned, it is merely considered a "confusion". I understand that things happen, and people get ill, and life is confusing, and am willing to accept that and give your company the benefit of the doubt. But it seems that Ultra Shield is not very willing to extend that same grace to their clients."
Now, five weeks later, I have never heard from them again (and yes, I have left more phone messages that haven't been returned).
Needless to say, I have gotten my couch cleaned on my own. And both companies that I called to get quotes said that they "used to" do work for Ultra Shield... But both said they would never do it again because they never got paid. Looks like Ultra Shield is screwing people on both ends of the spectrum... Clients and contractors alike. Why am I not surprised.
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