Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 2 commercial-grade electric can openers and also purchased 3 year protection plan for both through Safeware. I had filed a claim the end of 2024 due to issues with one of the can openers and had received a response email stating that I would need to take the product to a certified repair person and that repairs are preauthorized up to $330. If the total repair cost exceeds $330 they would need a copy of the itemized quote showing the cost of labor, part(s) cost and part(s) number to review for approval prior to repairs being completed. I had requested for more time to get the product to one of the repair companies, which they did approve. In the meantime, I had been misinformed by one of my employees that the can opener was working so I sent an email letting Safeware know that they could close that claim. I did not receive any response. Once I realized the can opener was in fact not working I emailed the representative I was originally working with and explained my mistake, I received no response back. I called and left her a message, no response. I also sent a general message on their main page. Because no one was getting back to me(and still are not), I then filed a new claim. Oddly enough they were able to respond to that. I received an email stating that it was denied -"Unfortunately, your claim has been denied for the following reason: No Policy In Force." They are claiming that they replaced this specific can opener, however, they did not. I also find it odd that this would be the reason for the denial now but not when I originally filed the first claim at the end of 2024. Also, I'd like to note that this policy ends in March of this year(2025) and I feel like the amount of time wasted and stalling is making so I will not be able to use this policy because it will be expired. I have emailed them copies of receipts and policies to show the different can openers and that this specific one I need assistance with has not been replaced.

  

  Business response

  02/06/2025

  Claim Number: 8518216
  Policy: ESP 20945793-1 
  Claim Filed: 12/16/2024
  12/17/2024:
  Adjuster emailed the customer providing service options.
  12/26/2024:
  Adjuster followed up with the customer requesting an update on the claim.
  01/10/2024:
  Adjuster followed up again with the customer requesting an update.
  Customer responded and requested additional time for the claim.
  01/10/2025:
  Adjuster agreed to keep the claim open as per customer request.
  01/21/2025:
  Customer advised that the unit was working, and the claim was withdrawn.
  01/23/2025:
  Claim was reopened, and customer was provided with service options once more.
  Customer emailed, advising that the cost of service exceeded the pre-approval amount.
  Adjuster missed the email and failed to respond.
  01/23/2025:
  Customer opened a new claim under an old policy (Claim # *******, ESP 20945792-1), which was denied as the unit had already been replaced, causing additional confusion.
  Resolution:
  Contacted the customer, explained what occurred, and advised that the unit would be replaced. Customer accepted resolution.

  ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Customer response

  02/11/2025

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint by replacing the commercial can opener with credit to our acount at the original place of purchase(Webstaurant Store).
  
  Regards,
  
  **** *******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an warranty on my recliner and this is the 3 rd time now that it is broken and they will not call me back to send someone out to fix it I tryed 3 times no one will call me back

  

  Business response

  01/16/2025

  Customer Claim Timeline
  1/13/2025, 5:31 PM: Customer filed claim via website, Claim #*******.
  1/14/2025: Adjuster reviewed claim and sent email to customer, advising that due to ******* Furniture being out of business, a refund for the cost of the warranty would be issued per the terms and conditions.
  1/15/2025: Adjuster received voicemail from customer; returned the call and left a voicemail for the customer.
  1/16/2025: ********************** received BBB complaint regarding the claim.
  1/16/2025, 9:08 AM: Critical Response Specialist called customer and left a message.
  1/16/2025, 12:12 PM: Critical Response Specialist called customer again and left a message.
  1/16/2025: Customer called back and left a message stating, "Send him his refund and be done with it."
  Resolution: Following the policy's terms and conditions, a refund of $79 was processed and sent to the customer.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sat, Nov 28th, 2020 From ******* *******, I purchased a T202 Treadmill (1): $799.00 and Parts and Labor 5 Year Boost (1): $149.99 The warrantanty was garunteed through safeware. It took 2 MONTHS in order for ******* ******* and safeware to figure out how to even let me start a claim. Then they claim "The amount of your total benefit is $749.00(excludes taxes). The $374 is what is remaining after we have paid the servicer for the diagnostic fee and travel. " They paid half my benefit to have some know-nothing to come out, listen to what I already said was wrong was wrong and then order the parts that i knew alreayd needed ordering. This is ridiculous and i want my full 750. I did not consent to them sending half of my benefit for me.

  

  Business response

  12/05/2024

  Timeline of Claim #*******:
  11/15 – Claim was filed under claim number ********
  11/18 – Claim was assigned to *** ******* *******.
  11/20 – Claims adjuster reached out to the service provider via email to verify their ability to accept the claim.
  11/21 – Customer informed that their address has changed to California from Massachusetts.
  11/22 – Service provider verified they can service the unit with the address change but required an additional $200 in mileage fees.
  12/3 – Estimate received from the service provider in the amount of $942. Customer’s policy liability limit is $749.
  12/3 – Claims adjuster emailed the customer offering to pay the liability limit of $749 to the repair provider or provide the customer with the remaining benefit of $374 ($749 minus the diagnostic charge of $375).
  12/4 – Customer expressed dissatisfaction with the settlement and requested a full refund.
  12/5 – Claims adjuster sent a copy of the policy terms and conditions to the customer, outlining the sections regarding the limit of liability.
  12/5 – After reviewing the policy terms, the customer’s dissatisfaction escalated.
  12/5 – Critical Response Specialist reviewed the claim and discovered a typo in the email sent on 12/3.
  12/5 – Critical Response Specialist sent a follow-up email to the customer, clarifying the available options:
  Pay the difference of $193.00 directly to the service provider.
  Obtain a settlement of the remaining balance of your warranty, less any claims or diagnostics paid ($374). 

  According to the terms and conditions of the warranty, these are the only options available to the customer.
  

  Customer response

  12/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I did not agree to have the 375 and the addition $200! mileage charge, he lives 10 miles and 30 minutes away from me. This unacceptable and not fair business pratice. I did not agree to tthe 375 charge, I did not agree to the addtional $200 for less than 1 hour round trip drive. This is not okay and they are not advocating in my best interest. I want either the full $750 refunded or I want the $200 additional milage charge to be negotiated so I don't have to pay $193 to fix my own machine (I could fix it myself if I they allowed me the parts. 
  
  Regards,
  
  ***** ******

  

  Business response

  12/10/2024

  12/5: Safeware claims adjuster reached out to the servicer and requested a reduction in the diagnostic fee to $200.
  12/6: The servicer agreed to lower the diagnostic fee to $200.
  12/9: The customer was offered a new settlement of $549.
  The Safeware resolution offered to the customer has been accepted.A payment in the amount of $549 has been sent to the customer. 

  Customer response

  12/17/2024

  I accept the business's response to resolve this complaint. I still had a terrible experience with this company, taking a month to even figure out how to fix their problems with creating my account. Then there were 2 rounds where they were trying to steal hundreds of dollars from me. Bad company
  
  Regards,
  
  ***** ******

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a cellphone from ******* online for $370 @ 4 months ago and purchased a warranty with it. I broke my phone screen and attempted to pay the $50 deductible and have my phone repaired. I was told by safeware that they cannot/will not honor my warranty due to the type of damage i have on my phone and due to the remaining benefit on my warranty. They stated they were unable to have repairs made and unable to source a replacement. They sent me a copy of the receipt which has teeny tiny print that states the most they will pay is like $278 with a $50 deductible if they cant/ don't want to repair it. They refuse to fix my phone and state they will be refunding me like 239$ instead of the 378 minus 50 plus a $5 fee for not registering fir my refund within 3 days. That is crooked. Had they disclosed this I never would have purchased the cell phone and instead went with a reputable company. Please assist me in getting the refund I'm due since they will not honor their warranty as stated in the original ad. I appreciate your assistance in this matter.

  

  Business response

  12/03/2024

  11/24/24 – Customer filed claim using API
  
  11/26/24 – Email sent to customer to advise we are not able to source a replacement which also included
  The amount of the settlement due to not being able to source a replacement ($239.46)
  The time frame in which to expect the email for reimbursement
  That a check will be printed with a $5 fee if direct deposit information is not provided with in 3 days of receiving the email.
  Customer emailed back stating they did not understand why they were receiving the amount of $239.46 vs the $378 the customer paid for the phone and policy.  The adjuster responded to customer to advise of the starting amount of the warranty benefit the deductible amount and how that equaled the resulting price
  
  11/27/24 – Customer called in and spoke with adjuster. The adjuster explained how her warranty works and advised her again of the $50 deductible and directed her to the seller’s website (*******) to see about their refund policy, customer was provided with the web address.  Customer provided receipt (copy attached)
  
  Safeware was closed 11/28-12/1 for the holidays
  
  12/2/24 –Claim escalated to Critical Response Team.  Critical response reached out to the customer after reviewing the claim and determined it was processed correctly; we reached out to the customer and provided her terms and conditions (copy attached) and her Declarations page (copy attached). Customer was provided with a detailed explanation of how the warranty woks, what her limit of liability is , how the deductible works and replacements. As well as screenshots from the attached documents.
  
  The Safeware resolution offered to this customer is to provide the full warranty benefit less the $50 deductible.  Per the terms and conditions, this is the only resolution that is available to this customer.

  Customer response

  12/05/2024

  I was not notified of these warranty specifics until after a warranty claim was submitted. If I was given this information prior to ordering I never would have trusted this vendor and wouldn't have done business with them. These are unsavory practices that should be criminal.  
  Regards,
  
  ***** ******

  

  Business response

  12/06/2024

  Hello, while we are sorry for you frustration you would have been provided with a copy of your terms and conditions which would have provided the details around limits of liability. If you are still unhappy with the decision which is correct, we can offer a refund of the warranty and in both instances the warranty would become void. 

  Customer response

  12/06/2024

  I am rejecting this response because: 
  I do not understand when the company stated they were willing to "offer a fefund of the warranty and in both instances the warranty would become void." To me, the warranty amount should have been $378 I paid for the phone, not the $239 they offered me. 
  Regards,
  ***** ******

  

  Business response

  01/14/2025

  The customer accepted the settlement check of $239, shown by the attached processed check, this claim has been closed.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an extended warranty for furniture I purchased from Weekends only. This warranty is offered by Safeware Insurance Agency **** The extended warranty covers the cleaning and repairs of many accidents such as stains and pet damage (policy attached to this email). I submitted a claim for stain and pet damage and I followed all the requirements from the company. The agent kept asking more questions about the damage, and I answered everything. Then the agent as the following (email below):Good morning,Thank you for reaching out with additional information and ********* addition to the photos you provided, I will also need a detailed description of each damage being reported along with how and when those damages *********** soon as these pieces of information are received, we may proceed with processing your claim. My answer was the following: hey *******, The stains occurred in the past three months, whereas the pet damage occurred recently (in the past one month). Please let me know when we can schedule the service; I think I can provided all you requested, and I would like to get this rolling as soon as possible.thanks,*** Then she send me an email saying that because these are considered multiple accidents/events over time, I am not eligible and therefore I don't get any covered (see her email below).Hi ******,Thank you for reaching out.Your warranty is for single accidental occurrences and not multiple accidents/ events over time.Unfortunately, we are unable to provide coverage at this ******** will receive an email that includes you warranty contact terms and conditions.The agent completely took my email out of context and denied my claim. I want to either get the service what I paid for, or my money back.

  

  Business response

  11/27/2024

  10/30  Claim was filed under claim number 2315857.
  10/31  Email sent to customer requesting photos of the damage.
  11/3  Request for photos was resent.
  11/4  Photos received from the customer and reviewed by adjuster.
  11/4  Adjuster requested additional information from the customer.
  11/13  Adjuster sent a follow-up email requesting additional information.
  11/15  Adjuster called the customer, but there was no answer.
  11/18  Customer responded via email with the percentage of damage on each piece of furniture.
  11/19  Adjuster called the customer and left a voicemail requesting a callback.
  11/20  Adjuster emailed the customer to inquire about the date when the damage occurred.
  11/26  Customer emailed back, advising that the stains occurred in the past three months, while the pet damage occurred recently (within the past month).
  11/26  Adjuster denied the claim, stating that the damage was not caused by a single incident.
  To address the complaint, Safeware is offering a refund of $199.00, which represents the cost of the warranty, to the customer.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5 year warranty thre Safewear in 2020 for my leather loveseat. I filed a claim with the company on 11/18/2024 the claims adjuster called me on 11/19/2024 and manipulated the conversation and denied the damage for wear and tear which they do not cover. I tried to explain to her that it was my pets claws damaged the loveseat and she refused to send anyone from the company to look at it and to determine how the damage happened.. this is a fraudulent company who takes consumers money and comes up with reasons to deny claims.. then the claims adjuster said I have a one time occurance, meaning I can never have another claim even though I have 1 year left of the warranty. Please help me

  

  Business response

  11/20/2024

  Timeline of Events:
  
  11/18 – Claim initiated via phone. During the recorded call, the customer reported that the leather on the seat was peeling. The customer stated, "It's actually the seat I sit in all the time. I guess it's just the wear and tear from me sitting in it all the time."
  
  11/18 – Auto notification sent to the customer requesting photos of the damage.
  
  11/19 – Claims adjuster reviewed the photos submitted by the customer.
  
  11/19 – Claims adjuster called the customer. The customer reiterated that the issue was due to "wear and tear." Upon being informed that wear and tear is not covered, the customer became irate and insisted the damage was "pet damage." The adjuster explained that pet damage is only covered if it's a one-time occurrence and clarified that the claim could not be changed based on the information provided.
  
  11/19 – Denial email sent to the customer, including a copy of the warranty and the terms and conditions.
  
  11/20 – The customer emailed stating that the situation was "unacceptable" and requested a callback.
  
  11/20 – A senior claims adjuster called the customer and left a voicemail to review the denial. 

  Based on the terms and conditions within the warranty and the initial recorded statements by the customer, this denial is correct and will not be reversed.

  
  

  Customer response

  11/21/2024

  The claims adjuster battered and leading me into wear and tear, I tried to maker understand that I also felt it was my pet that caused this damage and she under no circumstances was trying to resolve the issue. I also dispute that she can deny a claim by a verbal conversation..Generally warranty company sends a qualified technician out to review and determine the damage.. I purchased 2 of these loveseats total of 4 sections and only one of the section has this damage which is where my 90 pound Golden Retriever sits/lays..I feel that since the furniture store is out of business they are not going to stand behind the warranty.  I have submitted a photo of the damage to you also and you can clearly see it's NOT WEAR and tear..Safewear is compthat hires incompetent claim adjusters who probably get paid a  percentage on denying claims. They rip off the consumer

  Regards,
  
  ****** *******

  

  Business response

  11/25/2024

  After management review of the call recording the customer indicated that the furniture was peeling which the denial is correct then customer indicates at a later time after the denial that claim was for pet damage. This claim would remain denied however being that Weekends Only is no longer in business we can support a refund of the warranty as they are no longer providing support for their products. 

  

  Business response

  11/26/2024

  11/25 - Safeware called out to customer at **********. Customer did not answer a voicemail was left. 

  11/26 - A second call was made to the customer. A warranty refund was offered to the customer. It was accepted. Customer requested a paper check be mailed.

  Customer response

  12/09/2024

  I have yet as of this date received my reimbursement from this company, I do not consider this complaint as resolved. And will not until my reimbursement has been receive This has been such an I ordeal with this company. At this time I am still very upset to have been treated with such disrespect from their claims department and of no concern as to stand by their agreement. As soon as I receive my reimbursement from this company I will consider it resolved with no thanks to Safewear only thanks to the BBB

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Safeware warranty through ******* to replace or repair my device for a copay of $50. They are refusing to do that and will pay $100 less than the repair and will not replace. These people are scammers and lying criminals. I will never use Reebelo or Safeware ever again.

  

  Business response

  11/14/2024

  11/9/24 Customer filed claim using online API. ********************** was closed on this day
  
  11/11/24 - Email sent to customer to advise how to move forward getting his phone repaired which included
  Carrying in the device to a chosen servicer
  Obtain a quote for repairs
  Submit quote for approval prior to having any repairs completed.
  
  11/12/24 Customer submitted a quote for repair from Quik Fix Repair for $369 (copy attached); however, the full value of the customers warranty is $318.  As a result, Safeware would not be able to pay the full cost for the repair of this device. 
  
  11/13/24 Customer was advised through email that due to the extent of damage and the high repair cost that his warranty would not be able to pay in full for these repairs.  In addition,  Customer was offered a cash settlement in the amount of $268.00.  This is the total warranty less the $50.00 deductible. A physical replacement was not provided as we were not able to locate a device of equal value within the warranty limit.
  
  11/13/24 Customer called into ********************** for an explanation of his resolution.   The full warranty benefit less the deductible was fully explained along with the terms and conditions of his warranty document.  A copy of this document is attached.   The Customer was reminded of the deductible and how claims are processed according to the warranty document.  The customer was unhappy with this explanation.
  
  The Safeware resolution offered to this customer is to provide the full warranty benefit less the $50 deductible.  Per the terms and conditions, this is the only resolution that is available to this customer.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a a sectional sofa with extended warranty and, sadly, within 3 weeks of getting it delivered, the fabric was damaged by a candle that fell off the end table. I placed a claim a through the warranty company Safeware immediately. Someone from a company called ************* was sent to assess and repair the damage. He got the wax out but had to come back a week later to glue fibers on the scorch marks because he didnt have that color. I wasnt here when the second repair happened, so I wasnt able to ask the tech directly why the color and texture didnt match the rest of the sofa. It feels like hard plastic and the fibers dont move. The original fibers move and create different shades when moved, similar to velvet. The fiber they used wasnt a match and the glue messed up the texture I think. I complained to Safeware the day of the final repair and sent more pictures per their request. Then they ignored me for a week, only reaching out after repeated emails and a phone call from me. They sent an email saying they had fulfilled their obligation and wouldnt do anything more. They said it looked fine on the photos I sent. I spent hundreds on this warranty and feel completely scammed. In the warranty, if they are unable to effectively repair something then they will replace it. But thats a lie because they are refusing to do that for me. They are refusing to do anything else. I could have glued red fibers on my sofa and achieved the same effect as the technician. They are the worst warranty company I have ever encountered. Shady business practices, terrible customer service, horrible communication, and offering only bandaid solutions instead of actual repairs.

  

  Business response

  09/25/2024

  Safeware Claim 8495933
  9.4.24 Customer filed claim with photos and details of damage, adjuster assigned servicer.
  9.16.24 Service appointment, repairs completed on first visit.
  9.17.24 Customer emailed adjuster advising she is unhappy with repairs.  Adjuster, contacted servicer for complete technicians report with before and after photos of repairs and responded to customer email.
  ******* Technicians report with photos received.  Adjuster contacted servicer to confirm what parts would be needed for additional repairs.
  9.19.24 Adjuster submitted claim for supervisor review.
  9.24.24 Customer emailed adjuster regarding status of review,adjuster advised per technicians report and additional photos, repair has been completed.
  9.25.24 Claim submitted to Critical Response Team for further review.  Critical Response Specialist reviewed claim and determined the damaged section of fabric needs to be replaced in order for item to be up to manufacturer standards.  CRT contacted customer and advised of plan to replace damaged section, customer agreed. CRT contacted dealer to order parts and advised customer current eta is 6-8 weeks.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  
  This is an extended warranty issue. Safeware directed me to ****** ******* Co. I set up appointment with them. Then I got a canned text from ******** ****** ****** saying they had been issued my dispatch.?? I Googled them; awful reviews, one had exact same message in it as my text, all saying "don't use this company ". ****** came out, needed to order part, would call me when it came in. Then found email from Safeware saying ******** ****** would Service my Repair. Next day Email from Safeware saying my claim denied. Reason: duplicate claim.?? I paid for the extended warranty, I only had one service call. I didn't use ******** ****** for obvious reasons. You have complaints about them on your website.

  

  Business response

  08/01/2024

  7/24/2024- Customer reported two duplicate claims for-Water ran into washer, then stopped and error code E1 came on screen. Adjuster denied the second claim for duplicate, and it was closed but the initial claim was left open.

  7/25/2024- Claim was sent to ****** ******* **

  7/30/2024-Estimate was received for KEEPS GETTING E1 CODE AND OVERFLOWS TUB, REPLACING SENSOR and was approved by the adjuster same day. (Sensor ordered)

  8/1/2024- A member of Safewares escalation team reached out to the customer, left voicemail advising that the claim had not been denied, parts have been ordered and once received ****** ******* ** would complete the installation. 
  

   

   

   

  Customer response

  08/08/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  ***** *******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchases a slushie machine and added a 5 year warranty to the purchase. I filed the claim and got a response that I had to hire the repair technician, pay the technician, and then submit for a payment back from the warranty company. This is not how a warranty should be handled. I expect Safeware to contact and schedule the repair to the device and pay the technician directly. I have tried to contact my claims representative multiple times and can not get a response. I have called multiple times and no one can seem to answer the phone. I need a response!!

  

  Business response

  07/02/2024

  6/22/2024 Claim was submitted 8481373 for One of the tanks is leaking and Ive replaced the seals with new ones and also have tried taking apart and putting back together multiple times. Need it fixed. 

  6/25/2024-Out of *************** information sent to the customer. 

  6/27/2024- Adjuster sent the customer options for service.

  7/2/2024- Critical Response reached out to customer, they advised were unable to do COD. It was determined that unit would need replaced. Customer was satisfied with that resolution.

*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. ↩