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Uniters North America, LLC complaints

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1700 Palm Beach Lakes Blvd.
West Palm Beach, FL 33401 | Get Directions

(800) 601-6458

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Total Amount in Dispute:
$2,899.00

Total Amount Settled:
$0.00

Complaint Experience

75%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

4 complaints against Uniters North America, LLC closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
1	Unanswered

4 complaints against Uniters North America, LLC

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9/29/2024

RESPONSE: Complaint was not answered Amount in Dispute: $199.00 Amount Settled: $0.00

Customer Complaint

9/3/2024

I purchased a sofa and loveseat with voice command power control at Doughty's Furniture in Clayton, NJ, on February 8th, 2020. Fearing the electronics might fail at some point, I spent $199.00 and purchased the 5-year pro-plan from Uniters. My plan ref. # is UNI30483. The plan type is RG57.01, and the plan will expire in February 2025. My sofa first stopped working on January 25, 2024. I contacted Uniters online and opened claim #C2972160. On 2/7/2024, I was notified that a technician had been assigned. Shortly thereafter, I spoke to him on the phone. He had me check several things and explain what wasn't working. I also sent him numerous pictures of the sofa and all the underneath parts and serial numbers. On 2/20/2024, a part arrived. It was the push-button control panel, Part #MLSK93-A1. I immediately notified them I had the part and asked if I could simply unplug the old one and plug in the new one. Not hearing back from them, I replaced the part, and it didn't correct the problem. I telephoned them on 3/7/2024 to tell them the part didn't fix the problem. The person I spoke to looked up my information and said the claim had been closed out. The new claim for the technician to install the part was SOS# 256-2881. Having two furniture units with the same electronics, I decided to try removing parts from the working unit and putting them on the broken unit. By doing this, I determined that the defective part was the MULIN VOICE CONTROLLER JUNCTION BOX MODEL MLKZ034-C1. As so Resolution Sought Send the correct part: MULIN VOICE CONTROLLER JUNCTION BOX MODEL MLKZ034-C1

2/27/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

2/2/2024

I bought a queen size bed in August 2021 the Big Frame broke I had a warranty on it my son filled out the warranty for December 8th but it was really December 18th I tried to get in touch with them on January 3rd and all I got was a voice machine now they're saying that I didn't put it in 30 days I I brought the bed from Value City 804-386-1664 warranty number 877-478-2467 Resolution Sought I would like for them to replace it or give me the money so I can buy a new frame

Company Response

2/14/2024

Dear Effee, We have taken the opportunity to review the claim and information provided. Our records show a claim was filed on the Queen size Bed for the rails and slats broken. At the time of the claim submission it was indicated the damage occurred or became known on 12/08/2023, 33 days prior to the claim submission. Your protection plan requires each occurrence of staining or damage to be reported within 30 days of discovery, any issue reported outside the reporting time frame is expressly excluded from coverage and, therefore, ineligible for service. Before submitting the claim, our portal requires the information entered to be reviewed and confirmed to ensure it is accurate and complete. If not, the information can be updated. Once the claim is submitted we are unable to make any changes or amendments to it. As such, we apologize to inform you that you will be unable to take any further actions on your claim. Sincerely,

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