Complaints

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to get the belt on my treadmill replaced as part of the extended warranty I purchased and have been unsuccessful for over a week and have been unable to get in touch with anyone from Safeware to provide support and schedule a technician to come. The attached email said that someone would be contacting me and they gave me the number of someone who is supposed to service the treadmill. I called the number and they said they are not the right person.

  

  Business response

  06/10/2022

  Hello, from review of the claim it appears we received the claim on 6/4. We on 6/7 assigned the customers claim to a servicer on 6/9 we were notified by the servicer that they did not want to work with Safeware in which we began to look for another repair company as we had communicated via text of the initial servicer. On 6/9 we spoke with another servicer at *** in which they confirmed they would be able to do the repair. Once that was completed a member of the claims team reached out to the customer who was upset and demanded we send adjuster info and servicer info in which we did. Customer then called the servicer and spoke with another rep that could no locate the call that we sent but advised once they have it in their system they would be in touch within 48 business hours. According to our records the customer then demanded tech info that the servicer could not provide maybe due to their policy. The claims adjuster then communicated again with customer 6/9 and advised we hope to be able to expedite this process but also set expectations that  repairs are not usually done quickly if parts are needed due to delays in parts worldwide. On 6/10 ***** with *** informed us that the call was  mistakenly rejected in which we sent over a new call 6/10 and has been accepted. The customer was made aware of this prior to the complaint. 

  Customer response

  06/26/2022

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

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had smoke coming out of our treadmill so it clearly needed to be replaced. We thought we were fine because we had bought a Safeware policy for five year warranty (we only bought the machine in September 2020). Wrong we were! First of all, it took Safeware three weeks and many failed attempts to even get someone to come to look at the machine. We kept insisting that they don’t need to send anyone because it’s clearly past the point of repair (as even the fire department had told us when they came. From when the guy finally came, it took over a week for the report to be submitted and then for Safeware to come to the same conclusion we came to a month ago, that indeed the machine needs to be replaced. But what is way worse is that they are now saying they only cover part of the total that the replacement machine will cost and that we have to pay the rest! Keep in mind that they are deducting from their coverage the amount that they paid the tech, who we never wanted to come in the first place! This policy was such a mistake. We are so angry at Safeware and can only hope they will fully remediate this embarrassment of a situation by fully replacing our treadmill, assembling the new one, and removing the old one free of any charges whatsoever.

  

  Business response

  06/09/2022

  Hello, prior to this complaint we spoke to Mr ******** and explained to him his policy has a Limit of Liability that is outlined in the terms. Mr ******** continued to threaten BBB action if we did not amend our decision which we cannot due to responsibility to the carrier in which at that time I offered a refund of the warranty and never received a response until this complaint. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2020, we bought a couch and love seat from ********** ********* ***** in ********** *******. At the time we bought pet insurance for the couches through Safeware. The love seat was damaged by our dog and *********** picked up the couch and determined that it wasn't fixable. At this time, Safeware approved the claim and is given us a credit for $1250 for the love seat because they no longer carry the fabric. Now, I am suppose to have unmatched couches because I guess my insurance doesn't matter. Unfortunately, my dog's nail went through the couch and Safeware is telling me they won't cover that. What is pet insurance for if they won't cover a dog's nail going through the fabric. When I called and talked with ****** he asked if there was anything else wrong and he said is there wear? I said sure there is wear because we sit on them because they are couches. Then, he misconstruded my words and said I told him we had "wear" and they don't cover wear. I then said to him I didn't mean the couches were wore I meant that of course we sat on them. He began to laugh at me when he was telling me they don't cover "wear." I'm not trying to get my couches fixed for wear I am getting them fixed because my dog's nail went through them. When I asked if I could speak to a manager he said they were busy and I couldn't wait for one. He then hung up on me. So $2900 later I have one couch with a hole and another $1250 to hopefully find one that matches.

  

  Business response

  05/31/2022

  Upon review of the claim, recorded call photos customer indicated that the damage happened over time in which called for the denial of the claim. Safeware does provide coverage from dog damage however as a single incident. Customer also mentioned fabric is thinning which is related to wear and not covered. The adjuster did speak with the customer and advise of the denial. I have also attached a copy of the terms as this would be a valid denial. 

  Customer response

  06/07/2022

  I spoke with a hire up from the company...we listened to the recorded call together.  I still say that my words were construed into what they needed to hear to reject my claim.  I sent additional pictures of our couch to show how there is no wear on the couch.  He reviewed the pictures and still because the original call with ****** mentioning wear over time is what denied the claim.  I cried and said this is wrong.  The company seems to care less.  So disappointing.  
  
  Regards,
  
  ******** *********

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to file a claim with safeware for my broken chair starting 5/19/2022. They sold my policy to an underwriter when they did they omitted the chair and ottoman so I can't file with the underwriter because the policy doesn't show the chair or ottoman. Safeware has not responded to any of my emails and they told me that they are not to deal with the underwriter. So if they don't inform the underwriter of their mistakes I can't file a claim.

  

  Business response

  05/23/2022

  Hello, our records do show the items customer attempted to initiate a claim for however the underwriter has assumed legal rights to the claims in which they hold the risk for. We did advise customer to file claim online and it would be transmitted to the carrier if there was an issue with the info they have in their system. At this time that is all we would be able to do from our end as we passed along all coverage info to the carrier. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2022, I filed a new claim with Safeware, a company that I purchased additional warranty coverage from through **** ***** in *********** ** when I purchased our sofa. The claim was for spots along the front of several cushions. I have copied and pasted the documented communication I have had with the company since my initial conversation to begin the claim. Still after completing the "stain kit" and sending them an email, since there is no one to actually be able to contact at the home office, we have not heard anything in response to the email I sent them. Please see notes below. Safeware Sofa Claim Spoke with *** at 11:48 on *** ** ****** adjuster 3-5 days to contact with contracted company Spoke with ****** on *** 26 at 12:37 ******* ******* will be contacting customer to set up cleaning. Message for claims representative at 955 February 2, 2022 Emailed ****** at 1:33 2-11-22 bc unable to reach by phone and voicemail full. Spoke with ******** at ******* ******* in ****** at 11:29 2-17-22. No information regarding Safeware cleaning Adjuster phone notification 2-17-22 at 11:34 Emailed ****** at 7:49 2-21-22 Unsatisfied service call at 10:27 3-7-22 ****** emailed Message for ****** at ** at 11:36 3-16-22 Solutions Center message at 11:42 3-16-22. Will call back within 2 business days Waiting on solutions? (picture of 10 minute plus wait would not attach nor the text from them) Submitted contact request on website 4-9-22 at 8:39 Emailed solutions center with images on 4-9-22 at 8:48

  

  Business response

  04/20/2022

  Hello, upon review of the claim and the customers email address and claim number i have no emails directed to the adjuster in question. When safeware sends a stain kit if this does not resolve the issue the customer can submit photos after attempting to use and we can make a determination on sending a servicer for a cleaning. Please have customer email photos to ********************om along with ****************** to be reviewed further. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a couch from a local furniture store and we purchased the extended warranty from Safeware. We have an issue with our couch that needs to be addressed so we filed a claim with Safeware. Safeware hired a company called ********* ********* ******* to complete the warranty work on our couch. We are only available after noon for them to complete the work. The technician assigned to our area with *** refuses to come after noon and says they won't complete the work unless it is done in the morning. Even when they gave us a time-frame of 10 AM to 2 PM, they refused to come in the latter part of that time slot leaving us, the customer, with out the service for which we paid. We would be satisfied with one of two options. 1) Safeware hire a different company or have the technician come after noon or 2) A full refund of the Warranty we purchased from Safeware, since they refuse to provide the service to us that was purchased.

  

  Business response

  04/06/2022

  Customers claim was created 1/20/22 and assigned to ********* ********* ********
  Customer requested that the servicer schedule for an afternoon time frame and ********* ********* ******* couldn’t accommodate the customers request.  
  4/6/22 I called customer and apologized, and offered to refund the policy in the amount of $249.96
  Customer was satisfied with the resolution.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty on my couch through this company. They are refusing to cover accidental damage on my couch. They will not return my calls or emails. The incident occurred on or around 1/27/2022.

  

  Business response

  04/01/2022

  Customer filed first claim on ******* on 1/27/22 for I sat down on the couch and heard a rip. When I looked the stitching had come undone under the arm of the couch. Claim was denied for manufacture defect since it occurred inside the customers one year manufacture warranty. Customer was notified on 1/27.
  
  Customer filed 2nd claim ******* on 3/4/22 for the same issue, denied again for manufacture defect. Customer was notified of the denial on 3/7/22. Supervisor review and advised claim would remain denied.
  
  Customer filed 3rd claim ******* on 4/2/22 different description same picture of the previous two claims that were denied.
  

  Supervisor reviewed on 3/18/22 and advised that claim would remain denied for manufacture defect.

   

  Customer response

  04/01/2022

  I am rejecting this response because my husband submitted the first claim and he did not even know what happened. I am the one that pulled the string. I know what happened. : 
  
  Regards,
  
  ****** ********

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a extended warranty for my Horizon Treadmill. Horizon Fitness use Safeware for their extended warranties. I made multiple calls to Safeware to have my Treadmill repaired or replaced after it started smoking while I was using it. I completed all of the required forms, and received the parts for the repair after making several calls to this company. Now that I have the parts, no one has scheduled a time for a technician to come out and install the new parts. I have been calling everyday, and have been getting the run around. No one seems to know what's going on. I spoke to ***, several times, and asked to speak to her supervisor on 3/17, I was told that a supervisor would call me back. I am still waiting for a call back. This company has the worst customer service., I purchased this warranty in good faith to keep my Treadmill working properly. I have lost 4 weeks of using my treadmill, due to the lack of concern from Safeware. I would like to have them take ownership and repair or replace my Treadmill timely. I appreciate assistance that you can provide. My claim # ******* Safeware-###-###-####

  

  Business response

  03/21/2022

  Claim filed 3/11/22 – customer stated she has parts and needs installation but this was first notice to Safeware of any issue with the treadmill even though the customer stated the issue started 2/11/22
  3/15/22 – claim worked by adjuster and assigned to ******* **** for service with complete explanation of issue and that the customer has parts.
  3/15/22 – call from customer advising she has parts and updating her best contact phone number
  3/16/22 – second call and email to ******* **** to let us know if they are taking the claim or if we need to locate a different servicer – included the manager in these contacts
  3/16/22 – Email from ******* **** stating they would call the customer today.
  3/18/22 – Multiple calls from customer looking for an update on servicer; another call and email to ******* Fitness to get this either accepted or denied – again included the manager
  3/21/22 – call to ******* **** **** for service but they declined as they are out of the area.  Call reassigned to *** ******* due to lack of response from ******* ****.  *** was called and agreed to take on this installation and will contact the customer as soon as the technician comes back into the office and they review his schedule.  Customer contact will be within 48 hours and customer has been notified.
  
  Safeware has conducted this claim according to the correct standards of service and communication with both the customer and service technicians.  Communication with customer today was pleasant and accepting of the resolution with the change in technicians.

  Customer response

  03/22/2022

  I am rejecting this response because: This matter has not been resolved. I am

  still Waiting for a technician to schedule a date to repair my Treadmill. I called the company today, and have not heard back from them yet. 
  

   Regards,

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

  

  Business response

  03/23/2022

  Upon receipt of this secondary complaint, Safeware contacted *** and received confirmation that this customer was contacted by them on 3/22/22 and an appointment has been scheduled for repair on 3/24/22 around 1 p.m.  At this time, there is nothing further to be done.

  Customer response

  03/25/2022

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

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Safeware Mega Protect has deceptive policies on coverage for manufacturer defects regarding furniture.

  
  Background: I originally purchased a set of Home Stretch couches and a Safeware Megaprotect 5 year contract at NB Liebman Furniture in Mechanicsburg, PA. Purchase date was March 11, 2019 for couches and the protection plan and furniture was delivered on April 4, 2019; the protection plan was an additional $349.99. Purchase plan specifically states that coverage for manufacturer defects start after one year and includes failure of integral electrical components (see Safeware terms and conditions attachment).

  
  Summary: In January 2022 I noticed that the remote had exposed electrical wires at the base of  the remote for one of the couches covered under the policy. On February 11, 2022 I submitted a claim for coverage of remote control and was denied due to not having a specific accidental incident date in the claim. I explained to Safeware that I was submitting this under the manufacturer defects clauses and believed that it would be covered based on the terms and conditions provided at the point of sale. I was told by the adjuster that it was still denied to due to wear and tear coverage and that Safeway does not provide any additional coverage outside of the original manufacturer warranty (one year in this case). I asked the claims adjuster for additional clarification on where this is stated in the terms and conditions as there was nothing that mentioned a timeline for manufacturer defect within the marketing literature and terms and conditions provided. In fact, the terms and conditions provided stated that manufacturer defects are covered after the one year of the manufacturer’s warranty. I asked why they even have a manufacturer defect coverage section if they are not going to cover any additional warranty timelines outside of the original manufacturer. I was told that the adjuster would  pass on my concern to their marketing department but the claim was still denied since there was nothing that required them to cover under the manufacturer warranty.

  I also brought up specific clauses from the terms and conditions under the manufacturer defects section where the electrical components and remotes would be covered under the manufacturer defects. After asking some additional questions for clarification I was told that the remote was not covered due to craftsmanship and wear and tear and that the exposed electrical wires within the remote was not considered a “failure”. I contacted the original manufacturer of the couch and was told that my remote with exposed electrical wires would have been covered under the original one year warranty. All conversations with are documented and provided in the attached email, the story kept changing on why it was denied, first it was because there was no
  specific incident, then because it past the original manufacturer warranty, then it was due to wear and tear, and finally because they did not consider exposed electrical wiring a failure.
  

  Conclusion: Safeware does not appear to provide any additional manufacturer defect coverage past the original manufacturer warranty as any breakages that occur without a specified incident (accidental) are not covered and excluded under their wear and tear clause. This is deceptive advertising because it leads the consumer to believe they have manufacturer warranty coverage extended through the full length of the Safeware contract for all of the
  items listed under the manufacturer defect terms and conditions. If an item fails without a specific incident then Safeware would deny coverage under the Manufacturer warranty clauses due to the wear and tear clause regardless of the covered components that are mentioned. 
  

  When I asked NB Liebman for a full refund I was told that they only provide a prorated refund, I explained that a full refund would be appropriate since the terms and conditions at the point of sale did not stipulate that no additional manufacturer defect coverage was provided outside of the original manufacturer warranty based on regular “wear and tear”. I was still only provided a prorated refund and also had to go back to Safeware to get the correct prorated amount as they conveniently underestimated my refund amount (see Safeware Incorrect Amount attachement). I respectfully request that SafeWare is forced to update it terms and conditions to clearly state that they will not cover anything past the original manufacturer warranty date
  for manufacturer defects to prevent consumer from being intentionally mislead on coverage and provide full refunds to all customers that were denied coverage under the manufacturer defects clause due to wear and tear for items that should have been covered.

  

  Business response

  03/18/2022

  Customer’s claim was reported on 2/11/22 for wires are separating from the controller.
  Photos were received on 2/15/22
  3/4/22 Customer advised that noticed it a little while ago, no specific event comes to mind
  3/4/22 Customer was advised of denial for wear & tear damages & denial letter was sent to customer’s email.
  Claim was adjudicated correctly and denial was pursuant to Safeware’s Terms & Conditions
  

  PER SAFEWARE TERMS & CONDITIONS:
  3) COVERAGE:
  
  This Plan defines “Accidental” as a single, unexpected and unintentional even and does not include accumulated damage from continual or multiple events. The use of this Plan requires an explanation of where and when the accident occurred as well as a detailed description of the actual event.
  6) WHAT IS NOT COVERED:
  
  (A) Products not originally covered by a manufacturer’s warranty;
  (B) Product repairs that should be covered by the manufacturer’s warranty or are a result of a recall, regardless of the manufacturer’s ability to pay for such repairs;
  (C) Cleaning; Periodic checkups; preventive maintenance; accumulation of stains, dirt, oils;
  (D) Any and all pre-existing conditions that occur prior to the effective date of this Agreement and/or any product sold used or “AS-IS”, including but not limited to floor models, demonstration models, etc.;
  (E) Part or repairs due to normal wear and tear unless tied to a breakdown, and the item normally designed to be periodically replaced by You during the life of the product, including but not limited to batteries, light bulbs;
  (F) Abuse, misuse, mishandling; unauthorized modifications or alterations to Your Covered Product;
  (G) Failure to follow the manufacturer’s instructions;
  (H) Loss of damage caused by war; invasion; act of foreign enemy; hostilities; civil war; rebellion; riot; strike; labor disturbance; lockout; or civil commotion;
  (I) Incidental, consequential or secondary damages or delay in rendering service under this Plan; loss of use during the period that the Covered Product is at an authorized service center or awaiting parts;
  (J) Any product used in a commercial setting or rental basis;
  (K) Failures that occur outside the 50 states of the United States of America and the District of Columbia;
  (L) Unauthorized repairs and/or parts;
  (M) Cost of installation, setup, diagnostic charges, removal or reinstallation of a Covered Product, except as provided herein;
  (N) Any other loss other than a covered breakdown;
  (O) Service where no problem can be found; noises; squeaks; breakdowns which are not reported during the term of this Agreement;
  (P) Any stain or damage occurring prior to or during delivery, while furniture is being moved between residences or into and out of storage;
  (Q) Any stain or damage caused by sun fade, smoke, fire, flood or other natural disaster, insects, pests, rodents, any other animal other than traditional pets, mold; mildew; exposure to weather; lightning; windstorm; sand; dirt; hail; earthquake; acts of God; theft, vandalism or illegal act;
  (Q) Any stain or damage caused by any third party, including any independent contract such as, but not limited to, plumbers, painters, or other service or maintenance personnel;
  (R) The gradual wear and tear breakdown or cracking and peeling of leathers, bonded leathers, breathables, or any other covers or materials.
  

  
  

  Customer response

  03/21/2022

  I am rejecting this response because: It did not address my original complaint regarding the deceptive policies on coverage for manufacturing defects regarding furniture.  Safeware did not address coverage of items under the manufacturer defects and how it came to the conclusion that the remote was broken under normal wear and tear as this is not an item that is meant to be replaced routinely under the wear and tear clause.  Safeware needs to read the attached Complaint Summary carefully and consider the following:

  "Safeware does not appear to provide any additional manufacturer defect coverage past the original manufacturer warranty as any breakages that occur without a specified incident (accidental) are not covered and excluded under their wear and tear clause. This is deceptive advertising because it leads the consumer to believe they have manufacturer warranty coverage extended through the full length of the Safeware contract for all of the items listed under the manufacturer defect terms and conditions. If an item fails without a specific incident then Safeware would deny coverage under the manufacturer warranty clauses due to the wear and tear clause regardless of the covered components that are mentioned. When I asked NB Liebman for a full refund I was told that they only provide a prorated refund, I explained that a full refund would be appropriate since the terms and conditions at the point of sale did not stipulate that no additional manufacturer defect coverage was provided outside of the original manufacturer warranty based on regular “wear and tear”. I was still only provided a prorated refund and also had to go back to Safeware to get the correct prorated amount as they conveniently underestimated my refund amount (see Safeware Incorrect Amount attachement).

  I respectfully request that SafeWare is forced to update it terms and conditions to clearly state that they will not cover anything past the original manufacturer warranty date for manufacturer defects to prevent consumer from being intentionally mislead on coverage and provide full refunds to all customers that were denied coverage under the manufacturer defects clause due to wear and tear for items that should have been covered.

  

  Business response

  04/05/2022

  Safeware has come to an agreement with this customer that is satisfactory to both.  Safeware is refunding his warranty balance and paying for the remote control which resolves the financial side of Mr. *****’s complaint.  For the side of the complaint dealing with how his claim was handled, both upper management and the training manager at Safeware have been made aware of Mr. ******s concerns and are addressing the training issues to ensure correct adjudication of claims with manufacturer’s defects going forward. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/20 I filed a warranty claim with the company (claim #*******) for a seam coming out on a cushion. It was denied based on wear and tear over time. They stated it was due to my ********** laying on it. I accepted that. Continue on and I got a new dog, lab mix. Approximately 8/8/21 our dog chewed up the arm of the same couch. He was not known to be destructive and has not done any such damage in the months I have had him. I filed a claim the next day (claim #*******). This company is suppose to cover single incident animal damage which this was. They have again denied my claim stating it was the same dog or somehow related to previous damage. I sent them pictures that clearly show the different locations of the damage. I have contacted the company numerous times to try to resolve and or elevate the issue with no response from them. I’ve attached photos from previous damage along with most recent and the email screenshots of why it was denied highlighted by them.

  

  Business response

  03/02/2022

  Hello, this claim has been reopened and will be sent for service as this was denied an error. I will also have the claims adjuster reach out this is also related to another complaint at the same time.

  Customer Information:

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

*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. ↩