Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Safeware claim number is *******. The claim is on a ********* recliner which we bought the extended warranty for.. the leather on the recliner has ripped the piping trim around the recliner Arms is splitting additionally it frequently get stuck, meaning, the electric mechanism, lifting the legs and back are about to go out,, The damage has occurred within the warranty. In fact, the warranty period is still valid. As of this message I filed a claim with them. I submitted the photos they request and when I check on it, it says claim is closed. I have called and left them messages to call me back several times I have gotten no response for them whatsoever. They have not told me why my claim is closed they have not contacted me. They left me a message one day saying they were returning my call, but left no message. I have not received any email explaining if the claim is being honored or not. The cost of the recliner was $1299. We paid $99 for the Safeway warranty.

  

  Business response

  12/12/2023

  RE: Complaint ******** 
  
  11.28.23 Customer filed claim via internet and uploaded photos.
  12.3.23 Claim auto closed due to no activity.
  12.8.23 Customer left voicemail for adjuster, to find out why claim was closed.  The Adjuster emailed the customer advising that the claim was reopened and also requested additional information regarding the cause of damage.
  12.12.23 Critical Response Specialist called the customer and left voicemail regarding claim status and emailed customer with all contact information.  Claim assigned to ********* ********* ******* for service.

  Customer response

  01/19/2024

  After filing my claim the adjuster contacted me, reopened my claim and sent a technician out to look at the chair. The solution center then stated “pending draft”, work completed. That was on January 5, 2024. On January 11, I accessed solution center again and it said, “Closed”. “Work approved”. No work has been done. I cannot get hold a a single human at SAFEWARE. I have emailed the adjuster and left 4 voice mails asking for an update on what to expect. I also contacted the technicians company to see if they had an update and they told me to call SAFEWARE. Please help this was a very expensive recliner and I need to know what is happening. This tired and retired elderly RN thanks you.
  
  

  

  Business response

  01/24/2024

  Safeware Claim *******
  11.28.23 Claim filed; photos uploaded by customer.
  12.8.23 Customer left voicemail for update, adjuster sent email requesting detailed description of damages.
  12.12.23 Critical Response Specialist left voicemail and sent follow up email to customer to discuss status of claim and advise that servicer was assigned.
  1.5.24 Tech report received explaining that after several tests, no mechanical issues could be found.  He also noted discoloration on headrest.
  1.16.24 Critical Response Specialist left voicemail and sent follow up email to customer on behalf of adjuster advising that dealer is unable to order parts as they are going out of business.  Per Terms and Conditions of warranty, the customer was issued a refund of warranty cost.
  1.18.24 Customer confirmed email for refund, payment issued to customer, claim closed, and contract fulfilled.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a claim to have our recliner repaired due to dye bleeding from a robe into the leather. 5 attempts to fix the chair over the last 9 months. 1 - a ******* ******* stain kit was sent for us to try. Didnt work 2 - a contractor was sent to clean it . Didnt work 3 - same contractor brought chair back to shop for cleaning. Brought it back with leather now scaling and stain darker 4 - a piece of leather was sent that didnt match at all 5 - 2 more pieces were sent that dont even replace the stained portion of the chair. This has become so frustrating as no one at Safeway will talk to us other than occasional emails and the information to contractors and us is always different.

  

  Business response

  12/07/2023

  3/6/2023-Claim submitted Recliner- Dye transfer stain. Photos requested
  3/10/2023- Photos received from customer
  3/15/2023- ******* ******* stain kit issued to customer but was unsuccessful
  3/17/2023- Service was assigned to ********
  4/13/2023- Servicer advised that they were unable to repair as the dye is still bleeding through the material.
  4/25/2023- Parts were ordered by dealer and customer was advised parts can take from 4-16 weeks to arrive.
  5/3/2023- Adjuster updated customer regarding parts status.
  7/21/2023- Parts were received but did not match the chair correctly.
  8/3/2023- Parts requested and ordered by dealer.
  12/5/2023- Incorrect part sent by manufacturer again.
  12/7/2023- Critical Response reached out to customer, apologized for the issues and advised a replacement credit will be issued once the manager returns to the store (ill) and can provide the invoice for replacement. Customer was satisfied with the resolution.

  Customer response

  12/18/2023

  I accept the business's response to resolve this complaint as long as they follow through with ensuring that the replacement has been ordered and the expected delivery date is provided. we are trying to contact the furniture store to get this information.   If the insurer had done this solution in a timely manner (not over 9 months) we certainly would have been a very happy customer.  The amount of time was inappropriate as it was quite evident that a replacement, rather than repair was not going to be a viable solution for such an expensive chair. Our feedback is that this insurer needs to provide more timely responses and action to claims. I wish I did not have to light a fire by contacting the BBB but unfortunately this was the way for us to get the action needed. 
  Regards,
  
  ****** ******

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty but the Safeware website is not recognizing my warranty info. No success via phone. I need to file a claim for my dishwasher but the safeware system is saying I do not have a warranty. I clearly have a warranty and need A human from the company to contact me.

  

  Business response

  12/05/2023

  Critical Response reached out to the customer and left voicemail providing direct contact information. Also started the claims process, just awaiting the customers call back for the description of the issue with their appliance. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim ******* was opened on 4/15/23 for a power recliner that was having issues with the headrest adjustment. A tech came out in April and evaluated the chair and submitted a report for parts. The parts were ordered and Safeware closed the claim (the parts had not arrived or been installed). It wasnt until June that Safeware advised that the parts had shipped. It wasnt until August when another tech appoint was set. The tech arrived, was rude, did not have the part, was not familiar with this type of chair, and proceeded to bang on parts of the chair with a hammer. The chair now no longer operates in any capacity. The tech advised more parts were needed and left. A few days later, the tech called over 30 times in 30 minutes (calls sent to voicemail) because he was "in the area and wanted to try some things". Tech did not have the parts and was not provided access. Additional parts were ordered and arrived in Sept at the warehouse. Had to wait additional time for all the parts to be shipped from warehouse to my home. It wasnt until November when another tech was sent out. Tech installed the parts and the chair shorted out and sparked. Additional parts were ordered and sent to the warehouse again (instead of direct to me). The parts arrived and Safeware was notified and a week went by before they submitted a request for a tech dispatch. And tech has yet to be scheduled. It has been 230 days since the claim was opened on the chair and it has yet to be repaired. I have had to constantly ask Safeware for updates. The lack of communication, constant delays, and further damage to the chair by the techs is extremely frustrating. As it has taken over 7.5 months and the chair is still not repaired, I dont have any trust or faith that Safeware will be able to complete the repair. I would like them to either quickly and correctly finish the job or to pay for replacement of the entire chair. Note, with warranty and tax, this chair cost nearly $2900

  

  Business response

  12/04/2023

  4/15/2023- Claim was submitted for Recliner
  4/17/2023- Adjuster assigned service to ********* ********* *******
  4/24/2023- Headrest sounds weak when operated ... no direct access to motor area in back ... did not stop motion upon inspection but seemed strained... 2nd identical chair operates without problem ... would require replace entire back. Adjuster requests part order same day.
  4/26/2023-Customer was notified parts could take 4-16 weeks to receive.
  6/22/2023- Customer was notified parts shipped
  7/26/2023-Dealer stated parts arrived
  8/10/2023-Customer advised that the tech showed with no parts and dismantled the chair and damaged more than before.
  8/11/2023- Tech advised more parts were needed
  8/11/2023- Customer filed a complaint with the dealers regional manager.
  8/11/2023- Customer advised that when the tech left that the chair is now fully broken
  8/15/2023- Adjuster reached out to the customer left voicemail
  8/17/2023- Adjuster requested a parts status
  8/21/2023-Adjuster called dealer and customer
  9/20/2023-Dealer advised parts were not ordered until 9/19/2023
  10/12/2023- Adjuster was advised parts had arrived.
  11/21/2023-Supervisor requested new adjuster follow up with the dealer and customer
  12/1/2023- Adjuster advised that the customers parts have been received and that they have been scheduled with the servicer to install. Adjuster called and left a voicemail advising.
  12/2/2023-Customer refused technician assigned. Adjuster reached out to request a new tech be sent. Once new tech is assigned parts for repair will be installed and repair completed.

  Customer response

  12/04/2023

  I am rejecting this response because: chair has still not been repaired or replaced, claim is still open, Safeware is still not providing timely responses/updates, Safeware is still assigning repair company/tech who was unprofessional and damaged chair further.  Issue is not resolved.
  
  Regards,
  ***** **********

   

  Safeware
  
  
  4/15/2023 - Customer opened claim with Safeware
  
  4/17/2023 - Furniture ********* ******* was assigned for service.
  
  4/?/2023 - Technician inspected chair
  
  4/24/2023 - Safeware advised FSN report received and will be reviewed by Safeware
  
  4/26/2023 - Safeware advised parts had been ordered and could take 4-16 weeks
  
  5/8/2023 - Safeware closed the claim as complete, customer contacted Safeware and was advised it was a system error.
  
  6/21/2023 - Customer requested status of parts
  
  6/22/2023 - Safeware advised parts have been shipped but didn’t provided shipping date or ETA.
  
  7/17/2023 - Customer contacted Safeware for update, no reply
  
  7/25/2023 - Customer contacted Safeware for update, Safeware replied that they forwarded the request to Family Furniture Gallary
  
  7/26/2023 - Customer received notice of tech dispatch appointment.
  
  8/10/2023 - FSN tech arrived, did not have parts, was rude, had never worked on this type of chair, and proceeded to damage the chair further.  Customer advised Safeware of this.
  
  8/11/2023 - Safeware advised that the tech report shows more parts are needed and have been requested.  Customer requested escalation of repair.
  
  8/14/2023 - FSN tech who damaged chair further called 30+ times in 30 minutes “because he was in the area and wanted to take another look at the chair” (did not have parts, access was not allowed).  Customer advised Safeware of this (Safeware acknowledge on 8/15/2023)
  
  8/24/2023 - Customer requested status.  Safeware advised that the parts have been ordered.
  
  9/8/2023 - Customer requested status, no reply
  
  9/19/2023 - Customer requested status
  
  9/20/2023 - Safeware advised that the parts had arrived at the warehouse and requested they be shipped to customer.
  
  9/26/2023 - Customer requested status.
  
  9/28/2023 - Safeware provided shipping tracking number.
  
  9/29/2023 - Parts arrived and customer advised Safeware.  Customer reminded Safeware not to have the tech that damaged the chair sent out (to have a different tech dispatched).
  
  10/6/2023 - Customer received notice from FSN that the tech who damaged the char was assigned.  Customer contacted FSN and advised that they needed to assign a different tech.
  
  11/6/2023 - FSN tech was out, installed the parts, could not get the chair to work.  Electrical short occurred in chair components.  Tech left.  Customer advised Safeware of this.  Customer received out of office reply from Safeware and responded to the alternates on the reply.
  
  11/7/2023 - Customer requested status.
  
  11/8/2023 - Safeware advised that they reviewed the report and submitted an expedited request for parts.
  
  11/9/2023 - 11/10/2023 Customer and Safeware emailed back and forth regarding status of the case and the delays.
  
  11/14/2023 - Customer contacted ****** ********* ******* who advised that the parts order just said “parts are needed and didn’t specify what parts.”  Customer explained situation to ****** ********* ********
  
  11/22/2023 - Customer requested status.  Safeware replied that parts had been ordered.
  
  11/24/2023 - Customer advised Safeware that parts had arrived, no reply
  
  11/29/2023 - Customer requested status, Safeware replied that they ordered the parts (which doesn’t make sense as the communication told them the parts had ARRIVED).  Customer advised that the parts had already arrived, no reply.
  
  12/1/2023 - Customer requested status.  Safeware advised that FSN was assigned.
  
  12/2/2023 - FSN assigned the tech who damaged the chair.  Customer contacted FSN and Safeware and advised that a different tech needed to be assigned.  No reply from Safeware.

  

  Business response

  12/06/2023

  Claim was reviewed by the Critical Response Team and the decision has been made to replace the chair. CRT reached out to ****** ********* ********* and the chair has been ordered. Customer has been advised that a timeline for the chair arrival will be received once the Manager, ********* ** ****** ********* ********* returns to office on Monday December 11. 

  Customer response

  12/21/2023

  I have yet to be provided with an ETA for when the replacement chair will arrive.  The "Critical Response Team" member that was emailing me is currently out of office and ****** ********* has not returned my call either.
  While I accept that their decision to replace the chair is a good response, until the chair has been replaced I would like to keep the complaint open if possible as until I have a working chair the issue is not resolved.
  
  Thanks,
  *****

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a recliner from a furniture store here in St Louis MO. I also purchased a furniture protection plan as well. I filed a claim over a month ago and Safeware sent a tech out. It was determined that the power recliner was not working due to an issue with the power cord. The tech said he would order a new power cord and it was just be a matter of us swapping out the old cord with the new cord. Cord arrived and we did what we were told, however the recliner is still not working. I reached out to Safeware but you can not speak to a live person, everything has to handled via email or online. I was not sure what to do so I filed a new claim only to find out that it has been denied. I am unable to reach anyone regarding the reason as to why. I want another tech to come out an look at the recliner and I want it fixed.

  

  Business response

  11/16/2023

  10.5.23 Customer filed claim on website for power recliner not working

  10.6.23 Adjuster reviewed claim and assigned to technician for service

  10.16.23 Appointment date

  10.17.23 Tech Report received indicating parts needed, adjuster requested parts from dealer to be sent directly to customer's home; advised customer

  11.1.23 Adjuster emails customer to update regarding parts

  11.16.23 CRT called customer to follow up on claim, customer advised that the parts arrived and were installed but the recliner was still not working.  Customer was advised that a technician would be sent back out to assess again.  Servicer assigned.  CRT sent follow up email to customer regarding the plan that was discussed during call.  Customer was satisfied with a new service appointment and repair.

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Horizon treadmlll in Oct 2020 with a 3 year extended warranty. The unit has been having major technical issues. A service tech was sent out to diagnose and repair. I have notes from the visit. He actually inquired if the product was refurbished from all the hazardous issues that he found, including a running belt that had rips in it that came with the machine. I thought it was a design flaw. He took notes to which the machine needed many repairs and I have been conversing with the insurance company(Safeware) and the manufacturer both by email and phone. I was told by a supervisor at Safeware last week that they will go over the repairs and that those repairs will be fixed, but also that they would possibly speak with the manufacturer as the cost of repairs would be more than a machine. Today I received an email saying that there is a limit on the cost of repairs to the unit. That I would be responsible if I wanted to fix my unit. A unit whicn the tech deemed unsafe to use. In their contracts, according to the service rep today, they only cover damages up to a certain amount. Not once was this dosclosed to me by either the manufacturer or the insurance company, not in any email or phone conversation. Not even with the call to the supervisor last week who could sounded astonished at some of the issues with the machine and how I received it. Again, she never mentioned once about a limit or issues of not fixing it since I was still under warranty. She stated that the repairs would be made. When I purchased rhe warrenty, no information was provided by either company except the statement that labor and warranty are covered for three years. My next complaint will be towards the manufacturere.

  

  Business response

  10/26/2023

  Customers claim was submitted on 9/22/2023-motor installation needed/electronics not working/ recall/not fixed. Assigned to FMT for service.
  10/5/2023- Servicer advised that there were more issues with the machine and that the issued had been there since the unit was purchased. Estimate was approved for $406.25.
  Customer advised that the unit was still not working properly.
  Customer was able to speak with Supervisor regarding the policy and the repair.
  Adjuster advised customer that she would issue the remaining benefit of $156.70.
  PER THE TERMS AND CONDITIONS (ATTACHED) The policy purchased is an eroding repair policy and each repair is deducted from the purchase price of the machine. 

  

  Business response

  10/27/2023

  Please see the terms and conditions attached. 

   

  LIMIT OF LIABILITY $599.00: Unless otherwise stated above, the total amount that We will pay for repairs or replacement made in
  connection with all claims that You make pursuant to this Plan shall not exceed the original purchase price of Your Product,
  less taxes. In the event We make payments for repairs, which in the aggregate, are equal to the original Product purchase
  price or We replace Your Product, We will have no further obligations under this Plan. IN NO EVENT SHALL THE TOTAL OF
  ALL CLAIMS OR REPLACEMENTS EXCEED THE ORIGINAL PRICE PAID BY YOU FOR THE COVERED PRODUCT, LESS TAXES.
  

  Customer response

  10/29/2023

  I am rejecting this response because: I never received the warranty information when the product was purchased nor did any correspondences via phone or email with the company ever let me know until the day after the warranty expired that there was a payout limit
  
  Regards,
  ***** ********

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our refrigerator went out on June 18, 2023. After calling safeware multiple times we finally got a ticket to start the repair process. There were delays and the lack of response really became a problem. Today is October 10, 2023 and repairs to the refrigerator are still not complete. Due to their lack of wanting to pay people, the company doing the repairs makes us work directly with safeware. I am excessively disappointed with Safeware’s customer service and delayed responses. Not having this refrigerator working has greatly been an issue for our household. With this taking so long, I would’ve rather had a refund on the whole refrigerator so that we could buy a new one outright. I am extremely and excessively disappointed in safeware’s customer service. The cost of the fridge and warranty was $800-$900

  

  Business response

  10/12/2023

  Customer claim was submitted on 6/21/2023 for refrigerator not cooling.
  Claim was originally assigned to Professional but the servicer rejected as the customer lives in a rural area.
  The adjuster submitted a service request and located ******* *********.
  Adjuster reached out on 7.6.2023 but was unable to reach customer.
  8.10.2023 Customer advised that they didn’t have the money for the COD repair.
  9.21.2023 Repair invoice was received and approved
  $100 Repair Invoice was reimbursed to customer.
  10.12.2023 Critical Response reached out to customer and advised we would issue a replacement credit in the amount of the purchase price of the appliance and also, send a $200 food loss credit.
  Issue is resolved.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Safeware to file a claim regarding my refrigerator. To date they have been out 7 times at least to try to fix the issue. The refrigerator gets down to freezer temperature and the freezer doesn’t get to freezing temperature. So far they have replaced the thermistor twice and both fans. Once the repair company came out with the wrong parts. I requested them to replace the fridge but they just want to keep sending repairmen out that obviously are incompetent. They refused and keeping saying they need to send someone out. I requested it to be escalated to higher ups. After no response to my claim manger to them to assist, I sent two follow up emails a week apart. This now has been going on for months

  

  Business response

  10/09/2023

  6/21/2023-Claim was submitted, It has been showing error code . But in the middle of the night, it started making a horrendous noise. It isn’t freezing correctly, and the service was sent to ****** **********s.
  7.6.2023-Estimate was approved for thermistor kit repair.
  7.17.2023-Customer reports unit is having same issues, sent rework to ****** **********s.
  8.15.2023-Adjuster reached out to the customer and advised that we are unable to replace the unit unless it is deemed not repairable by the service provider and sent the customer the Terms & Conditions of the policy.
  8.30.2034-PC Board, Evap Fan & Ice Maker Assembly estimate was approved.
  9.8.2023-Customer reports unit is still not working properly.
  9.11.2023- Adjuster advised customer that they would need to schedule with the servicer and if they deem the unit not repairable then he could move forward with replacement.
  9.18.2023-****** **********s advised that they tried to reach customer multiple times and left five voicemails to schedule the customers repair with not response.
  9.25.2023-Customer refused to allow the service provider to come back on site to diagnose the unit.
  10.9.2023-Customer was advised that they will need to schedule service with ****** **********s so they are able to diagnose the issue or provide unrepairable information.
  PER SAFEWARE TERMS & CONDITIONS (ATTACHED) The policy purchased is a repair policy not replacement. Unless deemed not repairable by a service provider, parts are no longer available for the repair or the same exact component(part) has been replaced three times and needed a fourth we would need to follow through with repairs. 

  

  Business response

  10/12/2023

  Pursuant to the Declarations page(attached), the warranty purchased shows under Service Options that this is a repair warranty. Unless deemed unrepairable by a certified repair technician, parts are no longer available to repair or the unit is considered a lemon, same exact part replaced three times and needed a fourth the customer will need to follow through with the repairs. The customer will need to reach out to the servicer, ****** **********s, to schedule service.

  Customer response

  10/25/2023

  I am rejecting this response because: this is the first time I have seen this declaration page. Also, I should be given the option of another repair company since this company has been out numerous times, and has been unable to correctly diagnose/repair the issue.
  
  Regards,
  
  Evelyn Siers

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 2020: Purchased **** ******* Treadmill with an extended three (3) year warranty. Safeware was the warranty provider. Costs of treadmill: $799.00 +“boost” warranty cost of $119.99. Claim #******* Treadmill stopped working in summer 2023 within 3 year period. Product was diagnosed by servicer and found that console was broken. Safeware responded that it was a verifiable claim and offered two options: repair or payout of remaining benefits. Estimated costs of repair were $1798.00, with us, the consumer, having to pay $999.00 to cover repair costs. We could take a payout of benefits equal to $499.00. We were left without a product despite warranty stating it would repair and or replace product. I pointed out the various parts of the warranty to Safeware to no avail. Biggest issue, our payout benefits were reduced by $300 for the diagnoses of the treadmill issue; $210.00 of that being for travel costs. Safeware used a servicer two hours away despite options available in our large city (population of 250,000+ people) and our servicer visited several other clients that day in Fort Wayne. The servicer was glad I could accomodate his schedule so he didn't have a make a special trip to our city just one client. We should not have to cover the full costs of his travel expenses out of benefits. Safeware will not answer my questions about the travel expenses. They just keep saying we have a repair policy not a replacement policy. There are several other issues with the warranty that I have broached with Safeware via email but just they keep repeating back the warranty I already quoted and pointed out to them. Instead of a payout amount of $499.00 ($799-diagnosis/travel expenses), we ask for $709.00 ($799-diagnosis). We would have never purchased this extended warranty knowing it left us without a product .

  

  Business response

  10/04/2023

  8.17.23 Claim filed for electronic display not working,
  
  8.18.23 Customer provides additional details regarding loss per adjuster’s request, claim assigned to servicer, servicer rejected claim.
  
  8.21.23 Claim assigned to a 2nd servicer
  
  8.22.23 Servicer rejected claim, claim reassigned to 3rd servicer but claim is rejected, reassigned to 4th servicer but claim rejected.  Servicer offers contact information for a tech that could help, claim reassigned for service.
  
  8.24.23 Servicer confirms he has scheduled service with customer.
  
  8.31.23 Estimate received, rejected - exceeds contract limit.
  
  9.1.23 Customer advised that repairs exceed contract limit and that the claim would be cashed out for the remainder of the balance.
  
  10.4.23 Contacted customer to discuss cash out of claim, customer accepted, issue resolved.

  

  Business response

  10/04/2023

  8.17.23 Claim filed for electronic display not working,
  
  8.18.23 Customer provides additional details regarding loss per adjuster’s request, claim assigned to servicer, servicer rejected claim.
  
  8.21.23 Claim assigned to a 2nd servicer
  
  8.22.23 Servicer rejected claim, claim reassigned to 3rd servicer but claim is rejected, reassigned to 4th servicer but claim rejected.  Servicer offers contact information for a tech that could help, claim reassigned for service.
  
  8.24.23 Servicer confirms he has scheduled service with customer.
  
  8.31.23 Estimate received, rejected - exceeds contract limit.
  
  9.1.23 Customer advised that repairs exceed contract limit and that the claim would be cashed out for the remainder of the balance.
  
  10.4.23 Contacted customer to discuss cash out of claim, customer accepted, issue resolved.

  Customer response

  10/05/2023

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

  Customer response

  10/05/2023

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our England sectional in 2022 and purchased the Safeware warranty at the same time. In May 2023 our dog became ill and vomited on the “cuddle corner” of the sectional as well as an additional cushion. We submitted a claim (*******) on May 31,2023 to Safeware. We received notification that *** *********** ******) would come out to examine the repair need on June 7th, and this was scheduled for July 21st. Unfortunately, less than 24 hours before they were scheduled to come out, *** cancelled. We were made aware by *** that it could be weeks to months before they could send out a servicer and they recommended we contact Safeware for a change in servicer. We did, and after discussion this was changed to ******** ********* ************* ******** came out and took new pictures to supplement what we sent on 5/31/23. On 8/3/23 they were notified that the claim was approved and were directed to provide estimates for cost of the repair. On 8/7/23 ******** was made aware from the company that the fabric is no longer available. ******** contacted Safeware making them aware that a replacement would be appropriate as the “cuddle corner” would not be able to be repaired. We then received a denial on 8/29/23 from Safeware claiming that the damage was “not single incident”. This was due to a single incident and Safeware is in breach of contract for not covering. Had they had a reliable contractor scheduled to come out this could have been repaired and not needed a replacement.

  

  Business response

  09/26/2023

  5/31/23 Claim filed; Adjuster emailed customer for additional photos & explanation of exact cause of damages.
  6/6/23 Adjuster emailed customer again for explanation of exact cause of damages
  6/12/23 Technician assigned to clean furniture
  6/13/23 Cushion benefit cushion benefit explained to customer.
  7/21/23  Customer scheduled for service
  7/24/23 adjuster emails dealer to proceed with inspection of stains by in house tech to determine if stains can be cleaned
  8/3/23  Tech report received from inspection with additional photos showing stains more extensive, multiple pieces damaged, repair approved.
  8/7/23 Manufacture advised fabric is not in stock and not available.
  8/7/23 Replacement cost requested from dealer.
  9/26/23 Reached out to customer, advised replacement credit approved. Issue resolved.

*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. ↩