Complaints

This profile includes complaints for Ultra Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ultra Care

  2430 Monticello Rd Somerset, KY 42501-3019

• 

  Ultra Care

  2432 Monticello Rd Somerset, KY 42501-3019

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We want to cancel service agreement ***** purchased on Sunday Jan 14 for $499 plus tax. Reason for cancellation: Company website does not work. Company does not pick up calls or return calls. We will put a dispute if needed and contact AG's office. We were told we cancel in 3 days for full refund but no one is picking phone.

  Business Response

  Date: 01/17/2024

  Our office is closed Friday-Sunday each week. However, this week we were also closed Monday (Holiday) and Tuesday (Bad Weather). The weather in our area did cause our website to go down but has been resolved and is back up running. The customer would request their refund from the actual store they purchased the contract from. In the customer's contract it states: If no Service has been provided under the Protection Plan, the Protection Plan is void and the retailer from whom the Protection Plan was purchased shall refund to you the full purchase price of the Protection Plan. A cancellation fee equal to the lesser of ten percent (10%) of the Protection Plan price or Fifty and 00/100 Dollars ($50.00) may be deducted from the purchase price, except no fee will be deducted in the following states or where otherwise prohibited by law: AL, AR, CA, HI, MD, MO, NM, NV, NY, SC, TX, VT, WA, WY.

  Customer Answer

  Date: 01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The store manager we purchased from is unavailable till tomorrow.  We will speak to him and expect 100% refund as we informed within 3 days.  We cancelled the warranty based on our experience and reviews of the business.     We were also told that if our furniture is not fixable it will be replaced.  However everything seemed to be a way to mislead.   
  
  Sincerely,
  

  Business Response

  Date: 01/17/2024

  Our warranty agreement does repair, replace, or refund on a covered claim. We do have covered and non-covered claims and must process those accordingly. 

  Customer Answer

  Date: 01/23/2024

  
  Complaint: ********

  I am rejecting this response because:
  

  I spoke to Decor Home personally and they say they cannot cancel.   Basically Ultra Care and Decor Home need to figure out the issue as agreement states very clearly that warranty can be cancelled within 20 days.  *** ******** also asked me to contact Decor Home.   I have put the entire amount on dispute with credit card.   Deceptive business practices by someone.

  
  Sincerely,
  ******* ********

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our decorator sold us a fabric protection program through this shady business. They claimed that all furniture would receive a special "fabric guard" coating at the warehouse which received and stored all of the furniture. When questioning the type of product that was applied, both CCS and the warehouse answered in evasive and shady manners. Nobody could provide a clear answer and then they started providing conflicting information. We are 99% sure nothing was applied to our furniture. This seems to be a "protection/insurance plan" where they just send a local cleaning company to your house when you make a claim. They misled us and provided false information. From all of the complaints seen here, we are not alone. Do not give this company any money.

  Business Response

  Date: 12/28/2023

  The customer purchased their protection plan with a decorator. Ultra Care does not apply the fabric protection spray, this would be the store/decorators responsibility prior to delivery. Ultra Care would be the company that honors the warranty agreement coverages and terms. This particular warranty is a "service only" plan. The plan is not eligible for full replacement items. The customer placed their claim last year, and a work order was issued the same day. However, the customer advised the technician that service was not required at that time. The claim was closed on 9/6/2022. 

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our furniture in 2/2023. We attempted to call and file a claim on 9/2023. Called left a voicemail because that was the only option given to me. Also filed a online claim which we got no response. Still hadn't received a response by 10/2023 called where we bought our furniture and wanted to know why we never got ahold of anyone. They were able to call and get a hold of someone and called me back I was able to call and talk to a representative. Was told to photograph the damage copies of our warranty and everything else requested. We followed up with 2 emails and calls with no response. I missed 1 call that my Google assistant answered but as you can see whoever called never responded and ended the call. Today 11/29/2023 my husband got a email stating they denied our claim due to us not responding.

  Business Response

  Date: 12/04/2023

  A claim was placed online on 10/10/23. The customer was called on 10/12/23 with no answer, a voicemail was left. The customer called in on 10/17/23 stating they had called 16 times with no response. At that time all call logs were pulled in our office. We did not have any messages from this customer. The customer was spoke with on 10/17/23 and finished placing their claim. The customer reported that the dogs destroyed their sofa and chair in the prior month. The damage was reported on the RSF & LSF arms and seat of the sofa, as well as the LSF arm of the chair. Customer service requested photos and documents at that time. The information was received/processed on 10/26/23. Upon processing, the claim was returned as a non-coverage due to extensive and accumulated damage. The customer was called on 10/26/23,11/2/23,11/13/23, and 11/20/23. Voicemails had to be left each time and were not responded to. The representative sent out a letter on 11/27/23 requesting a response. On 11/29/23 the representative responded to an email from the customer. On the 29th the customer called and spoke with their representative. Customer service went over the finding of the claim with the customer. This claim can not be processed any further according to the exclusions/guidelines of the warranty which exclude against extensive and/or accumulated damages. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  We have submitted copies of our call records that show no incoming calls were received from them, and that we showed multiple emails for follow up with again no response. Since I'm able to look and see others who have the Exact same issue with receiving no communication from the company I'm calling them out on it.

  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional couch for over $2000 on 4/30/22 from Park Home in Duncansville PA, along with the warranty offered for 5 years (good until 5/4/27). When I spoke with the representative about the warranty purchase, it was explained that everything would be covered if something happened, whether that would mean a full replacement or a repair. I recently called the warranty company due to the seams splitting apart and the stuffing from inside falling out. I expected to not have any issues with this due to it not being old and having the warranty to back it. When I spoke with the representative from the company regarding the warranty, I was informed that since it was not the leather part and not intentional damage, the company would not cover it. This is NOT what was explained NOR ever mentioned when purchased. We were falsely lead to believe that it did not matter what happened, the warranty would cover. This is complete FALSE advertisement or lack of knowledge on the salesman's part. The part we were told is to report it in 30 days. We did that and still told it was not covered. This should have been explained to us but instead it was not and now we are left with a couch that is only a year and a half old, and is falling apart and unable to be fixed. I want this resolved ASAP before more issues happen. This was unacceptable behavior of a salesman to not give accurate information just to make a sale. The customer should be informed of what may not be covered so they can make an informed decision. I have had several family members purchase from this store and I would have purchased more, but if this is not resolved, I will make sure everyone I know and others are aware of the false information being presented when purchasing from Park Home. I will also make sure no one purchases this warranty from any company that uses your services if you cannot commit to the warranty people promote.

  Business Response

  Date: 11/27/2023

  The customer placed their claim in August 2023. The claim was reported to be a tear from an unknown cause under the leather. Customer reported that they noticed stuffing under the furniture on the floor. This was noticed 1 month prior to placing the claim. Once documents/photos were received for further review, it was noted that the damage is to the felt "decking" material which is not covered under their warranty coverage. Our warranty covers the leather upholstery. Also, the warranty covers rips, cuts, and tears from a specific incident. Ultra Care does empathize with the customer if they were not clear on the coverage being purchased. However, we must follow the coverages, guidelines, and exclusions of our warranty agreement. The customer was provided a copy of their warranty which states all the terms, guidelines, coverages, and exclusions of the plan. We are not able to process this claim any further. 

  Customer Answer

  Date: 11/28/2023

   
  Complaint: ********
  
  I am rejecting this response because: we absolutely did contact you within the appropriate time frame of 30 days. The seams falling apart should absolutely be your responsibility as it shows poor quality work on the product sold. It is unreasonable to believe that there is nothing you can do to help assist with this issue. It is more a lack of wanting to help or be accountable. Why call it a full warranty and allow people to believe it covers all when it actually covers very little. Terrible customer service and terrible product. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/29/2023

  The time frame is in no way an issue with this claim. The damage was reported in a timely manner. However, the damage being reported is not a coverage with this warranty. Our warranty is not a manufacturing warranty and does not cover workmanship, quality etc. The warranty we provide and honor is against specific stains and damages not defects or wear issues. 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact my warranty company for several months because my daughters bed broken, I got the bed from Jerusalem furniture. I paid an enormous amount of money for this bed and warrenty I called several times and could only leave a message for a call back - I was not called back at all until today..Of course today it's too late and the claim was denied, that the stragegy - not answering the call and asking for vm to be left and not calling you back until the 30 days from the incident so you wont be covered

  Business Response

  Date: 11/08/2023

  Our records show an online claim was submitted by the customer on 9/25/23. A representative called this customer the same day but had to leave a voicemail. Customer service also attempted to reach out to the customer on 9/28/23, 10/2/23, and 10/4/23. Each time the customer was called, a voicemail had to be left as the customer did not answer. The customer did not call back and leave a message until 11/3/23. Upon returning to the office, someone reached back out to the customer on 11/7/23. The customer reported broken bed slats and stated it happened back in August. The claim was closed for over 30 days before the customer made contact with our office. At this time, we are unable to open/process this claim due to the time frame. Per the warranty agreement, the customer has 30 days to report an incident. The issue happened in August, customer placed their online claim on 9/25/23, service spent weeks attempting to make contact prior to the claim being closed. 

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Main Street furniture and also purchased a protection plan through ultra care llc. I have a couch that need repaired and it’s been over two months and no one has got back to me with an update. I call daily and can’t get ahold of anyone or get a call back.

  Business Response

  Date: 10/23/2023

  This customer did place their claim on 8/28/23. The customer reported pet damage which requires parts to be ordered. Our service team has sent multiple request to check on the availability of the necessary parts. We are still pending a response from the store/mfg. at this time. The system shows that the customer has been called but we unfortunately were unable to make contact. A voicemail has been left for this customer. Once we receive a response concerning the parts request, we will further process and be in contact with the update. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have zero voicemails from them. I’ve called several times and no one answers. I’ve left voicemails and sent emails with no response. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/25/2023

  The latest voicemail would have been on October 12th. I do not see any notes regarding a return call after that date. I will have the customer service representative assigned to this claim to reach out to this customer. 

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RUN. The next time I buy furniture, I will be sure that Ultra Care is NOT the warranty provider. And if they are, I won’t buy the furniture, no matter how much I like it. This company is beyond unprofessional. I just needed a simple repair. They are unresponsive and treat you like an afterthought. When I called them on it, they tried to revert blame back to me. They are IMPOSSIBLE to reach, and when you do get through it takes WEEKS to get a response. And then it takes another MONTH to get a response to that, if you’re lucky. They called me back once and because I didn’t respond in FIVE days (I was traveling) they dropped my claim! Unbelievable since they are MIA 95% of the time! I have been calling back for weeks, I finally got someone who told me to send info, which I did SAME DAY, and nothing again. It’s been a week. So I just got off the phone with a supervisor who essentially told me all the reasons I’m wrong and that this is the process. Uh, what? Absolutely zero appreciation for the customer, she just told me that what transpired ‘couldn’t have’ because her people are that good. She SCOLDED me. Repeatedly. This woman went on about how it’s perfectly acceptable to make a customer wait and wait and wait, no apology, no attempt at accommodation or just fixing my couch! Then she went on to say that’s she’s been in customer service for years and that she essentially knows it all. I would never EVER talk to a customer the way she addressed me, no wonder they have SO many awful reviews! People, steer clear.

  Business Response

  Date: 09/12/2023

  I have pulled all the call logs, emails or correspondence with the customer. The customer originally called and left a message on Thursday March 30th, and it was returned on Monday April 3rd. Customer placed her claim concerning peeling of the material and power issues. At the time the claim was initiated, the representative requested photos and the purchase receipt. One week later, the information had not been received. A 5 day letter was sent to the customer on April 10th to request the information again. The letter does state exactly what is needed. The letter also states that if the information is not received within 5 days, the claim would be closed. The information was not received. The representative closed the claim after 14 days, making sure to allow extra time for the customer to respond. The customer sent in photos on May 27th, however the claim was already closed. The customer also left a message on June 5th. Customer service called the customer on June 7th to advise that this was closed, but they had to leave the customer a voicemail. The customer did not contact us again until August 31st. A call back was made on our following business day which was September 5th. During the call on September 5th, the customer service rep requested the purchase receipt (was not sent previously) as a courtesy to try and assist the customer. This customer sent the receipt on September 6th. All emails are processed in the order they are received. Ultra Care is closed Friday-Sunday. The customer called and left a message on Friday requesting a supervisor. Someone spoke with the customer on September 11th (next business day) and advised the customer that all claims and documents are processed in the order they are received. The claim is being reviewed/processed as a courtesy but must be done in order. 

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a warranty that states pet damage is covered. I was honest and told them I wasn't home at the time it happened; I suspected a dog damaged it but I didn't know 100%. I later confirmed with my husband that it was absolutely 100% dog damage. They denied the claim because they stated, "you said at first you weren't 100% sure". So even though I clarified with my husband what the damage was from, they wanted to manipulate my words and make it so they didn't have to pay for repairs. I feel like I have been scammed! They need to either make the repairs accordingly or refund my money. I paid $800 for this so-called warranty. They also tried to tell me that because I moved residences over two months ago, that they feel like it was possibly damaged while moving. I told you it was the dog! You don't get to tell me I am lying! That chair wasn't damaged prior to my sister-in-law visiting. I sit across the room from it, I would have seen it. My sisters-in-law dog is even in the picture!

  Business Response

  Date: 08/31/2023

  The customer called on 8/7/23. It was reported that the leather was tore. Customer stated they were not sure how this happened, and that it could have been caused from either moving or the dog. The customer stated they had moved 3 weeks prior to placing the claim. It was stated that this was possibly from loading it on the trailer or getting it in the front door. All the information that was reported at the time was also confirmed with the customer prior to processing. The customer confirmed that everything the representative had in the system was correct. Once the photos were received and the claim was processed, it came back as a non-covered claim. This was a non-coverage due to unknown damage. The photos are consistent with the leather rubbing against something and tearing/scuffing. During my management call with this customer she wanted me to "change" the claim. I advised the customer that a claim can not be changed/deleted after confirming and processing. We are unable to process this claim as a covered claim due to the guidelines and exclusions of the warranty agreement. I am more than happy to provide the customer with a pro-rated refund of her warranty plan. The customer paid $348 for her warranty. The customer used approximately 20 months of this time. The remaining balance which would be refunded is $232.00. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: ********  
  I am rejecting this response because: Your incorrect, I paid for two warranties for a total of $746. That is what needs to be refunded! And your response is a lie. Your company totally controlled the conversation! Yes I moved, but no I did not tell you it was from moving. I told you I wasn't 100% sure. I also told you I would confirm with my husband. What you should have done was said, then call back after you confirm with your husband! You knew exactly what you were doing! Worst company values! Nothing but out to steal peoples money!
  
  Sincerely,
  ***** ******

  Business Response

  Date: 09/06/2023

  We will send a technician out to inspect the damage and repair if possible. This will be done as a courtesy only at this time. 

  Customer Answer

  Date: 09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* I will await them to contact me to send the technician before considering this complaint resolved. We can be reached by phone at *************
  Sincerely,
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached document

  Business Response

  Date: 07/27/2023

  Customer placed their claim on 6/12/23. The customer made a complaint that a plastic bar was broken and she found this on the floor. Photos and documents were requested at that time. All of the requested information was received/processed on 6/22/23. All documents and claims are processed in the order they are received. A work order was issued on the same day the documents were received. Per the technician, the customer was scheduled for July 12th. At the time of the appointment, the technician went to the home and observed that the drive toggle was broken and would need to be ordered. Our 3rd party sub-contracted technicians do not have all parts in their possession as these are ordered in a case to case basis. The technician report was received by our office on 7/19/23. The same day the report was received, the customer service representative sent the request for this part. Our process requires the customer service rep to work directly with the store on getting the availability of the necessary parts. As of 7/26/23, the requested information had not been received by our office yet. ****** has sent another request for this. Per our procedures, we must request this information 3 times from the store and must allow 1 week per request. The store has a direct relationship with the manufacture as they are the actual client. Once this information is received, ****** will be ordering the part. Parts generally take 4-6 weeks to arrive from the manufacture, which is beyond our control. Turn around time on the part orders will depend on the volume of orders ahead of this. We can assure that our company is working diligently to get this issue resolved as quickly as possible. The only other option we would have at this time is a pro-rated refund of the warranty. Our company is willing to continue processing the claim or to issue the pro-rated refund at the customers' request. 

  Business Response

  Date: 08/16/2023

  Ultra Care does understand and empathize with the customer concerning the time frame it takes to complete a parts request. Unfortunately, we must request the required parts from the manufacture of your furniture. These parts request are processed in the order they are received by the manufacturing company. The general time frame we are given on the turnaround is 4-6 weeks. This does not mean the parts cannot arrive sooner, as it is just an estimated arrival time. 

  See attachment for original

  
  

  Customer Answer

  Date: 08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please see attached.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/28/2023

  Customer Care Services has serviced this customer and the part has been ordered. The manufacture ships the part. CCS does not have any control over the turn around time of parts arriving. We assure that all steps have been taken properly according to our procedures. Once the part arrives, we will send a professional technician to complete the installation. 

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was talking to a manager of ****** ******** and I was told that they cannot reopen my claim for they didn't receive any communication from me. The last voicemail I received was dated 11/2022. According to them the last call that was made from them was 12/2022. I started my claim since September of 2022. When I called today, they are telling me that I will have to pay an out pocket expense in order for my couch to be fixed. I was asking the manager to send me or show me a letter or something that tells me that they cannot reopen a claim. They cannot provide me with that. I work at a hospital and I don't readily can answer my phone. Please advise for all I am asking is for a Five-year Furniture protection warranty be granted as stated in the contract. The date of purchase for the couch is 9/12/2021.

  Business Response

  Date: 02/07/2023

  This claim was reviewed. The customer placed the claim on 09/08/22. The representative requested that she send in pictures and documents in order to process the claim. On 9/19/22 a 5 day letter was sent to the customer requesting the information as it had not been received. The letter states to contact Customer Care Services in 5 business days in order to avoid the claim being closed for no response. This letter was never returned to us. The address was confirmed several times with the customer. On 10/03/22 Customer Care Services still had not received a response from this customer. The claim was closed due to no response. On 11/01/22 a representative received an email with most of the information requested and responded to the email to request the rest of the information. On 11/07/22 the representative received the information. The supervisor re-opened the claim as a courtesy to the customer. It was determined to send a technician to the customers home to try repairing the damage as a courtesy to the customer. However, we would need to speak to the customer first for her to understand what the service would be. Calls were made to the customer on 11/15/22, 11/30/22, and 12/08/22. Each call resulted in no answer and leaving a message. There were no calls back from this customer. on 12/08/22 the claim was closed once more due to no response from the customer. The customer did not call back until 02/06/22 demanding to have the claim re-opened. Customer Care Services can not re-open a claim that has been closed for this long as it was only a courtesy that we re-opened it the first place. We have to be able to have a clear line of communication with the customer in order to assist. There has been a pattern of lack of communication from this customer. We opened the claim once to try and assist and are not permitted to open a second time.