I had a horrible experience with UTG. I purchased a refrigerator from Home Depot in 2020 and also purchased the extended coverage. I recently had my ice maker go out, so I contacted Asurion (insurance provider) and they set me up with a repair with UTG. They contacted me to confirm, and Edward (I assume owner?) came out. He checked out the refrigerator and told me he'd order a replacement ice maker and a few other parts.
A week later, a different technician came out to perform the service. He said give it 24-48 hours for ice to come down.
3 days later, no ice. I called them back, and Edward told me he was at a job and he'd call me back after looking at his schedule. 2 more days passed with no callback. I called him again; this time he asked me to push the reset button on the unit and wait 3 hours for ice to drop. Guess what? 3 hours later, still no ice. I call him back and he once again said he's at a job, and will set me up with an appt to come back out. 2 more days passed with no callback.
I still wanted to give him the benefit of the doubt, calling back again, hearing the "let me check the schedule and call you back" to no avail. So I contacted Asurion and they told me they'd get me a different company, but somehow this didn't make it up as UTG was assigned once again. I called Asurion back and they re-filed a new claim and assigned it to an actual Samsung approved technician. In the meantime, UTG kept blowing up my phone to schedule a time to come, and their tech even showed up at my door one day unannounced. I had to call Asurion to tell them to ask UTG to STOP contacting me and to NOT show up at my door. I escalated the issue and filed multiple complaints with Asurion about UTG and the shoddy work they performed.
Once the Samsung tech came out, he asked when we purchased the fridge. I told him 2020. He laughed and said that UTG installed a 2017 part on my refrigerator. It was never going to make ice! What did UTG do with the part they "ordered?" Did they keep it? Did they install an old/used part knowing they'd be called back and ultimately would get paid to service my fridge twice?
And guess what? Not more than 2 hours after the new tech left, my ice maker dropped its first batch of ice.
All in all, very shady people. Dishonest and don't stand behind their work. Please run from UTG and explain to your warranty company that you do NOT want these guys touching your appliances. They will waste your time and then ignore you. read more