Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Notified the seller of our dishwasher that it was giving errors and not working correctly. Claim was sent to safeware on 12/27/2023 (claim #*******). Safeware sent out a repair technician who was able to come out and say that a part was not working correctly. The technician ordered the part and it came in approximately 4 weeks later. The technician came back and replaced the part and the dishwasher started to work. It worked for less than a month, and on Feb 29, 2024 the dishwasher quit working again and was giving the same error codes. The same technician was dispatched by Safeware to come and look at the unit. It was determined that the motor was the problem now, and a new part was ordered. Since February 29 we have been without a dishwasher and the warranty company Safeware has yet to make this situation right. Dishwasher is less than 2 years old, and has already been broken down 2 times. We would like for safeware to replace the unit, as we have been waiting for over 10 weeks for replacement parts, and in total 20 weeks without a correctly functional dishwasher.

  

  Business response

  05/10/2024

  Customers dishwasher claim was submitted on 12/27/2023, service sent to ******** ****** ******* 

  1/9/2024-Estimate was submitted & approved for water inlet & case brake.

  3/1/2024-Customer reported that the unit failed again. Servicer went back out requested pump and motor. 

  4/22/2024-Part from January is still on backorder with no ETA.

  5/10/2024-Critical Response reached out to customer, advised replacement will be issued. Customer satisfied with the resolution.

   

  Customer response

  05/17/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My claim for a broken ******* *** screen was submitted February 5. I shipped my device to the servicer that Safeware indicated and they updated me that the servicer received it on February 13. On February 14, my claim status updated to "Waiting for Estimate" but since February 27 it has displayed "Waiting for Invoice." My adjustor reached out by email twice with no response from the servicer; the last attempt to contact the servicer was March 14, over a month after my claims was approved in early February. I tried to reach out directly to the service provider, ******** **** ******* ***** location) and the search results suggest they are permanently closed. When I attempted to contact the servicer directly about my claim status over the phone, the call immediately was transferred to voicemail. I have been without my computer for over a month and have not received any updates...I need my computer for school and work ASAP.

  

  Business response

  03/21/2024

  Customers claim was reported on 2/5/2024 for Screen is chipped where it meets the keyboard & purple display deformity appears on screen. Adjuster assigned ******** for the repair. Safeware was then notified that the servicer abruptly went out of business while in possession of the customers device and it could not be located. Adjuster then reached out to customer to advise of the closure and issued a full cash settlement in the amount of $2599.00.

  Customer response

  03/21/2024

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a refrigerator with a complete no cool. We called Safeware for an extended warranty claim 12/27/23. On 2/8/24 *** ***** ********* replaced the freezer evaporator, drier and recharged the freon. By 3/1/24 we noticed the freezer and refrigerator were again not cooling. I notified Safeware on 3/4/24 and got an automated response that the claim was closed and would be reopened and sent back to the servicer in 1-2 days. When I call to check on the status of the claim, it says it is "waiting for invoicing." I have tried getting through to my claim manager, Dabian J******, on 3/5, 3/6, 3/7 and 3/8. Each time I got a recording that he would certainly call me back. He has never returned a call. I called *** ***** ********* repair to see if they had received a work order. They have not, and they cannot come fix the refrigerator without a Safeware work order. My claim number with Safeware is ******* The number I have been calling is ###-###-#### Claim manager: Dabien J******, Extension ****

  

  Business response

  03/08/2024

  Safeware Claim *******
  12.27.23 Claim filed.
  12.28.23 Claim assigned for diagnostic call.
  1.4.24 Diagnostic report received; servicer assigned but unable to accept work order.
  1.26.24 Claim reassigned to servicer who can complete repair.
  3.8.24 Critical Response Specialist contacts customer via phone and email advising that a new work order has been assigned to servicer to address the repair that did not hold.

  Customer response

  03/18/2024

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** ******* adjuster.Claim number ******* for range. Plan purchase 08/04/2017 Expiration date of plan 08/04/2027. 12/29/2023 called needing repair. 1/2/24 I was contacted via email saying **** would contact in 1-2 days. 2/3/24 hadn’t heard from ****. Tried contacting Safeware 6 times via phone and email. Called **** to see if they had claim number. They had been given a wrong number which I was told would be taken out of computer at Safeware 8/27/21 when I had dishwasher repair. Safeware had even confirmed my number. 2/16/24 Gliedt repaired what **** diagnosed virtually but the range also needs igniters. Safeware denied the repair. ****** stated they told them they just did major repairs. 2/20/24 FIRST time talking to my adjuster ****** as he would not answer calls or emails EVER. He said that after five years they would only pay up to $250.00. I do not see this in my agreement. ****** said to email my aggreement for him to give to his supervisor. Which I did. 2/23/24 emailed ****** asking when I would hear from his supervisor. No answer. They have my email because I was contacted by them via email. I do have all dates of interaction recorded. I need my range repaired.

  

  Business response

  02/28/2024

  Customers KitchenAid range was purchased on 8/4/2017. The claim was reported on 12/29/2023 Will not heat. Preheating light comes on but it fails to heat.
  
  Safeware policies cover 5 year parts and labor and 5 year Major Component Coverage Only up to $250.00 for part only.
  
  Adjuster sent service to determine if the needed parts were one of the approved coverage (Motor, Heating Element & Igniter) of the range. Adjuster reached out his Supervisor for directions.
  
  Since the customer states that her terms and conditions do not include the major component coverage, Safeware has reached out to its legal and compliance team to see if they are able to approve the repair for the customer. Critical Response reached out to the customer twice on 2/27/2023, left voicemail explaining the next steps and provided direct contact information.

  Customer response

  03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three pieces of furniture and added on the insurance policy to all three pieces. Their policy covers accidental damage from a "single, one-time" incident. I went out of town and had a friend house sitting for me. My friend has a dog with severe separation anxiety. The dog is crated any time someone is not with it. The dog got out of its crate only one time while nobody was home and dug up all three pieces of my furniture. I submitted photos and the explanation of my claim and they denied it. They continually stated that they only cover "single, one-time" incidents. They stated that they "determined the damage happened over a period of time from multiple incidents" and that "the policy does not cover accumulated damage from continual or multiple events". I responded and let them know multiple times that it was a single incident and not damage that was accumulated over time. They are now refusing to respond to my emails.

  

  Business response

  02/26/2024

  Safeware Claim *******
  1.19.24 Customer files claim online with photos of damages.  Adjuster emails the customer for details of damages and customer sends response. 
  1.22.24 Adjuster sends denial email to customer citing multiple incidents as the reason.
  1.24.24 Customer emails adjuster noting that the damage that was reported was a single incident and not an accumulation over time.
  1.30.24 Adjuster sends email stating after reviewing, the claim remains denied.
  2.26.24 Critical Response Specialist reviews claim and determines there is no evidence to support an accumulation of damage.  CRT calls customer and leaves a voicemail and follow up email, stating that after a full review of claim, there was no evidence to deny claim based on an accumulation of damage.  CRT sends replacement approval to dealer and customer.

  Customer response

  03/03/2024

  I am rejecting this response because: the furniture store that I bought the furniture from is permanently closed. I am working with Safeware to resolve this matter still, but issue is not resolved yet.  
  
  Regards,
  
  ****** *****

  

  Business response

  03/06/2024

  3.5.24 Critical Response Specialist confirmed that dealer is out of business.  Advised customer that replacement credit will be issued directly to her via electronic transfer.  

  Customer response

  04/22/2024

  I am working with the supplier. They did go out of business, but are still able to order the furniture for replacement, as they have another suspends still open. I am working with them to get the replacements shipped. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/16/19 We purchased a couch with a 5 year protection plan through Safeware. Since our warranty was about to expire, we filed a claim on some damage throughout the couch, mostly pet damage. They sent an inspector out and even he said they will replace full couch because the damage was too difficult to fix. We received an email that our claim was denied because the damage was continuous and not from a single incident. I offered to just file it on the single incidents but they said that's not possible because the claim was already filed and it needed to be done at the time of the incident. There is nothing in the Terms and Conditions that state any timeframe on filing a claim within the 5 years. Also the form we received said ALL pet damage is covered. We have all the original documents from the purchase date and they are refusing to fix anything.

  

  Business response

  02/22/2024

  Safeware Claim *******
  
  2.2.24 Customer files claim with photos.
  2.5.24 Adjuster emailed customer for detailed explanation of damages.
  2.5.24 Customer emails the adjuster with list of damages that occurred in Nov. 2019, May 2020, May 2021, Aug. 2021, July 2022, Oct. 2022.
  2.14.24 Technician inspects furniture.
  2.20.24 Adjuster receives technician’s report indicating that item was beyond repair due to extensive damage that has accumulated over entire piece of furniture.  Adjuster contacts customer and explains claim is denied because an accumulation of damages over time is specifically excluded from coverage under the Terms and Conditions of the warranty.  Customer requests to speak to supervisor.  Critical Response Specialist calls customer to discuss denial and sends follow up email with a copy of the Terms and Conditions and the information supporting the denial highlighted.

  Customer response

  02/22/2024

  The paperwork we received shows ALL pet damage covered. Even so, we offered to file a claim on the single incidents that were not continuous damage but were rejected again.

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

  

  Business response

  02/22/2024

  A copy of the legal contract is attached with applicable sections highlighted.  The denial will stand.

  Customer response

  02/22/2024

  Again, there are damaged areas that were from a single event. Why are you refusing to fix or compensate if its not continuous damage?

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

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a claim on the furniture I purchased from weekend only they went out of business. The warranty company Safeware. Is refusing to fix or refund my $299. I had to try multiple times to get a response. I just want my money refunded or the furniture fixed.

  

  Business response

  01/29/2024

  Safeware Claim *******
  1.3.24 Customer filed claim via internet and uploaded photos.  Adjuster emailed customer for description of loss.
  1.5.24 Customer emailed adjuster with detailed description of loss.
  1.12.24 Adjuster called customer to advise she is checking on availability of parts; however, the dealer is out of business and per warranty terms and conditions customer will be refunded warranty cost if parts are unavailable.
  1.26.24 Adjuster emailed customer that repairs are not possible due to closing of dealer and inability to order parts.
  1.29.24 Critical Response Specialist called the customer to explain a warranty refund would be issued to him, per Terms and Conditions of warranty.  Customer accepted; refund issued.

  Customer response

  01/29/2024

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased insurance for a kitchen table that is still under warranty. My son drew permanent marker all over it that will not come off. Per contract, this fall under their definition of an accident and is covered. My claim was denied. This insurance is expensive and is an obvious scam if they deny what’s contractually covered. This obviously was an accident, he is 3 years old. He doesn’t have intent at his age.

  

  Business response

  01/29/2024

  1/22/2024 Customer submitted claim with description; Ashley Dining Table- child drew on top with permanent marker plus some scratches due to use.
  Photos were received with multiple scratches and dings to the table top along with the marker damage.
  Per Customer: The pictures of the edge of the table did not come from any specific incident, the finish has just started wearing off overtime. The permanent marker incident occurred last Friday on January 19. My three-year-old got the permanent marker out of the drawer and went at it. The chips occurred on Christmas Day. We had family over, and the kids were slamming their forks down causing the chips. Kids seem to be the common denominator here
   1/22/2024 Adjuster was unable to reach the customer by phone, so a denial email was sent to the customer with the explanation of the damages.
  
  After further review of your claim and the explanation for the damages reported, we are unable to provide coverage at this time.
  Your warranty coverage does not include accumulated damage from continual or multiple events. Additionally, your warranty includes a reporting period exclusion that states that all Accidental stains and damage must be reported within ten (10) days of accident occurrence to qualify for coverage
  
  1/29/2024 Critical Response Team Member reached out to the customer and offered to provide a refund of the policy in the amount of $109.76.
  
  

  Customer response

  01/29/2024

  I accept the business's response to resolve this complaint. They have offered a refund for the policy. If I fail to receive the refund, I will re-open the complaint. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for $825. for 5 appliances from ****** ************ ** *****. The extended warranty was assigned to Safeware. I placed a claim on 12/31 when my microwave stopped working and my oven thermometer stopped working. These 2 appliances cost me almost $5000. They ignored my emails and calls for a week. They originally assigned the service to a company that wanted us to carry the device in. (I purchased an on site warranty). Then they found another company called ****** ***** ********* ******** (###-###-####). We had an appointment last Tuesday, 1/16. I thought it would be fixed then. Apparently, the service company has to gain approval from the extended warranty company in order to fix the appliance or they will not get paid. I called Safeware to get a status on 1/18. They will not return my emails or calls. I still do not know if/when these appliances will be repaired. This is not the way to do business. I understand that it takes time for labor and parts, but this company completely ignores their Customers. I wasted $825.00 on a warranty that I thought would be good to use for 10 years. I will need to call GE and pay out of pocket to get this microwave and oven fixed.

  

  Business response

  01/22/2024

  Claim ******* Microwave and Claim ******* Oven
  

  12.31.23 claim filed.
  1.2.24 adjuster contacted tech advisor to troubleshoot, customer called for update and was advised tech advisor would be reaching out.  Tech advisor left voicemail for customer to troubleshoot.
  1.8.24 tech advisor left 2nd voicemail for customer to troubleshoot.
  1.9.24 tech advisor spoke to customer and sent message to adjuster to move forward and assign tech for service, adjuster assigned to servicer and left voicemail for customer notifying that servicer was assigned.
  1.22.24 customer called in to report that servicer was out last week and has determined what part(s) is needed for repair, adjuster approved repair and left voicemail for customer letting her know that repair is approved, and servicer will order parts.
  1.22.24 Critical Response Specialist left voicemail and sent follow up email to customer notifying her of repairs approved.

  Customer response

  01/31/2024

  My microwave and oven are still not repaired.  I repeatedly informed them my phone number changed.  They kept leaving messages at the wrong number.  However, my phone number was not corrected until early last week (week of 1/22) when I spoke to Becky who got the repair approved.  It took almost a month to get the repair approved.  However, my units are still down and they will not give me an estimate of when they will be repaired.
  
  Regards,
  
  ***** ********

  

  Business response

  02/02/2024

  Hello, the issues being experienced are related to parts being on backorder. Safeware under the terms and conditions are not held liable for parts delays when. We advised the customer of such and to contact the manufacture to see if they can provide parts directly and or a solution as an option otherwise, we would have to await parts. Until parts arrive there is nothing more the warranty can do at this time until we can complete the repair. 

  Customer response

  02/05/2024

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a warranty that i purchased on an appliance. The warranty company has dragged its feet for over 2 months and reffered a company not capable of fixing my appliance. They take weeks to get back to you and when they do their answer makes no sense. No one should have to deal with their disregard for problems or them ignoring you hoping you go away. Its not right that they take your money and then disregard your problem.

  

  Business response

  01/18/2024

  Claim ******* was reported on 11.29 for freezer not freezing. There were no servicers in the area, adjuster sent a service request on 12.5 and provided her with a COD servicer same day. COD information sent to the customer through email 12.6. Customer sent email on 12.14 was upset requesting a different resolution but he was advised he had to follow procedure. The adjuster received the email with the invoice and that the servicer was not able to work on butane. CRT reached out to customer to advise Safeware will replace unit.
  

  Customer response

  01/18/2024

  I am rejecting this response because: why would i want the same unit if it failed after 1 year. More so why would i want to do business with a company that sold me this useless warranty. I stated before i would like a refund so i can take my business elsewhere. 
  
  Regards,
  
  ******* ********

  

  Business response

  01/19/2024

  Customer has been contacted and advised that an exception will be made to issue a cash settlement for the purchase price of the unit.

  Customer response

  01/20/2024

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

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