Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a washer from *****flooring. I original paid$774.00 at the purchase-(in 2022). I had a five year insurance policy. They offered to give me $574.00 to replace the washer. I would like the additional $200.00 refund back to me as I paid $774.00 at the time of purchase of this washer. I would like the difference of $200.00 refund back to me.

  

  Business Response

  Date: 06/10/2025

  This complaint was received in our office by U.S. Mail on
  June 10, 2025. 
  Claim Number:
  8545873
  Customer Name:
  Larry Curry
  Address: 701
  Pickering Street, Montgomery City, MO 63361
  Phone Number:
  (314) 332-6918
  Item: Washer
  Damage
  Description: Making a loud noise and intermittently not powering on
  
  Claim Activity Timeline
  
  5/1/2025
  Claim Filed:
  Customer initiated claim via phone.
  Action Taken:
  Adjuster requested Tech Advisor to troubleshoot with the customer.
  Tech Advisor
  Feedback: Suspected motor issue; recommended in-home service.
  
  5/2/2025
  Servicer
  Assigned: Field Furniture and Flooring assigned to inspect and assess washer.
  
  5/9/2025
  Estimate
  Received: Repair estimate of $716.54 submitted.
  Action Taken:
  Estimate declined; adjuster requested a replacement quote from dealer.
  
  5/13/2025
  Replacement
  Quote Received: Dealer submitted a quote for $574.
  Approval: Full
  approval of replacement quote granted by Safeware to Field Furniture &
  Flooring.
  
  5/15/2025
  Dealer invoiced
  Safeware for $574 replacement amount.
  
  5/28/2025
  Customer
  Payment: Dealer issued a check to Mr. Curry for $574 at customer’s request.
  
  5/29/2025
  Customer
  Follow-up: Mr. Curry called expressing dissatisfaction with $574 replacement
  credit, citing his original washer cost of $780.
  Adjuster
  Response: Advised customer that Safeware approved the full amount quoted by the
  dealer and is not responsible for pricing differences.
  Dealer Contact:
  Adjuster initiated a 3-way call with the dealer. Dealer advised the
  representative who handles such issues was unavailable.
  
  Customer
  Escalation: Mr. Curry requested a supervisor callback. Critical Response Specialist
  accepted and processed the request.
  
  Dealer
  Follow-up: Dealer confirmed washer will be sold to the customer for $574 plus
  tax and delivery (delivery not covered by warranty).
  
  Customer
  Callback: Critical Response spoke with customer. Mr. Curry acknowledged
  receiving the $574 payment but remained dissatisfied, requesting a refund of
  the policy.
  
  Company
  Position: Explained refund was not possible as payment was already issued to
  the dealer per the terms and conditions of his warranty (copy attached).
  Clarified that the replacement was processed at cost, with no profit to the
  dealer, and any tax or delivery charges are the customer’s responsibility per
  policy terms.
  
  5/30/2025
  Dealer spoke
  with customer and customer asked to have dealer order a replacement washer for
  him at cost.  It was ordered this same
  day.
  
  6/10/2025
  Dealer Policy
  Verified: Dealer confirmed that if the customer declines a replacement item,
  they issue a check for the approved amount. Verified Mr. Curry received the
  check on 5/28/2025.  But then Mr. Curry went
  to the dealer and requested them to order the replacement and refunded the
  dealer the $574.  Washer is on order but
  has not been received in the customer’s home yet.
  
  With the
  replacement of the washer per the terms and conditions of Mr. Curry’s warranty,
  Safeware shows this matter to be resolved.

  

  Business Response

  Date: 06/18/2025

  According to the terms and conditions of the policy:
  “If the Product cannot be repaired, if the cost of the repair exceeds the original purchase price, or if parts are no longer available or have been discontinued by the manufacturer, the Product will be replaced—at our discretion—with a product of similar features. The replacement Product will be ordered for you through the Selling Retailer. You are responsible for any shipping costs associated with the replacement Product.”
  Safeware has fulfilled its obligations under this policy by reimbursing the dealer for the cost of the customer's replacement unit. The selling retailer has ordered the new unit on the customer's behalf.
  The customer’s request for additional funds is unwarranted and will not be honored, as our contractual agreement has been fully upheld.
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  II bought a leather chair from Weekends Only on Feb 20, 2022 for ******* and purchased the extended warranty for ****** for five years. I have a problem with chair and have attempted to file a claim. No one has contacted me and when I call I never get to speak to a person.

  

  Business Response

  Date: 06/12/2025

  Claim Timeline Claim #*******
  Customer Information:
  Name: ***** **********
  Address: *************************************************
  Phone Number: **************
  Email Address: *******************************
  
  6/12 Critical Response Received
  A complaint was received via the Better Business Bureau (BBB).
  6/12 Initial Response
  A call was made to Mr. *********** and a follow-up email was sent regarding the BBB complaint.
  6/12 Customer Callback & Claim Filed
  Mr. ********** returned the call, and a claim was promptly filed (Claim #*******).
  6/12 Claim Review & Resolution
  A CRT representative informed Mr. ********** that, due to the policy terms and weekend-only service limitations, we are unable to source the necessary materials for the repair.
  As a result, it was determined that a refund for the cost of the plan would be issued.
  Mr. ********** was advised that a refund check in the amount of $161 would be provided.
  6/12 Refund Processing
  An ACH email notification confirming the refund was sent to Mr. ***************

  Customer Answer

  Date: 06/18/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

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

  **********, ***** 23459532

  The Safeware Insurance Agency Inc.

  Jun 18, 2025 11:31 AM

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty from *************** in Wichita Ks assuming it was with the appliance manufacturer, instead its with Safeware. And due to their poor service *************** no longer uses them, yet they did not change my warranty to their new provider. Metro setup a repair ticket with Safeware who has been having people from all over the country reaching out. I will NOT due anything virtual. I reached back out to a mgr at Metro for help, left a vml & have not heard back. I want a call from ****** regional manager as well as the regional manager from Safeware. At this point someone owes me a refund so misrepresenting the services they offered which I paid for.

  

  Business Response

  Date: 05/20/2025

  Claim Timeline Claim Number: 8545338
  4/29/2025
  Claim Filed: Claim submitted online.
  Assignment: Claim assigned to Troubleshooter Neli.
  Customer Notification: An email was sent to the customer ********************** notifying her that the claim had been assigned to ****. The email included the adjusters contact information (email and phone number).
  4/29/2025 5/15/2025
  Contact Attempts: Troubleshooter **** attempted to contact the customer on three separate occasions via phone and left voicemails each time, attempting to schedule a troubleshooting appointment.
  Customer Response: No response received from the customer.
  5/15/2025
  Claim Closure: Due to no response from the customer, the claim was closed for non-response.
  5/19/2025
  Escalation Received: A BBB complaint escalation was received by the Critical Response team.
  Critical Response Action:
  Called the customer at ************** and left a voicemail.
  Verified that the customer had not contacted her assigned claims adjuster via phone or email at any point to resolve issues related to the claim.
  A second voicemail was left for the customer.
  An email was sent to the customer reiterating the need to respond.
  Customer did not respond to any of these contact attempts.
  
  Resolution
  As we are unable to get in touch with the customer and there has been no response to multiple contact attempts, the claim will remain closed for non-response. No refunds will be issued.
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty for a phone purchased through ***********. When I sought to get my phone repaired I was connected with Safeware as they were the third party running the warranty. When trying to contact them for information about the options to get my phone fixed, I called several times. Each time the customer service ********************** assistant would not let me get through as it said my claim number and phone number didnt match any existing claim. It would not let me bypass the computer helper to talk to a real person. I called my claim manager directly through her extension multiple times and left a voicemail. The message said she would call me back. It has been weeks and she never did. Ive decided not to go through with repairing my phone through them since they dont seem trustworthy at all. Now I feel the 50 dollars I spent on the warranty was a complete waste because I cant even repair my phone through the company. I would not like help repairing my phone as I dont trust the company. I wish to be refunded for my warranty and receive an explanation from the company.

  

  Business Response

  Date: 05/19/2025

  Claim filed 5/5/25.  Customer is in ********** and ********************** is in **** creating a 3 hour time difference which may be part of the difficulties the customer seems to be experiencing in reaching his adjuster.
  Adjuster sent email to customer on 5/6/25 with repair options, (1) use a label we provide to ship the device or (2) Walk the device into the nearest repair facility and provide estimates/invoices for approval and reimbursement.
  Customer response by email on 5/6/25 selecting to ship his device in and requesting a label
  Adjuster assigned claim to depot (Relectro) on 5/6/25
  Shipping labels were created on 5/6/25 and sent to customer's provided email address but as of 5/19, the label has not been used to ship device for repair
  Customer called 5/6/25 after hours at 8:36 pm but did not leave a message
  Customer called 5/7/25 after hours at 8:14 pm and again did not leave a message
  Customer called 5/8/25 at 4:18 pm; this time he used the automated system to reach his adjuster's direct phone and although reaching her, he did not leave a message regarding the reason for his call
  Customer called 5/8/25 at 5:05 pm and again he went through the automated system and left no voicemail
  Customer called 5/8/25 at 5:07 pm and again he  went through the automated system, was sent to adjuster voicemail but left no message.
  Customer called 5/9/25 at 12:40 pm and again got to the adjuster's voicemail box but did not leave a message.  This would have been during the adjuster's lunch period.
  Safeware called customer to advise of the available options to the customer for repairs. The customer stated that he no longer needed the repairs and would just like to be refunded for the warranty
  Safeware looked into a refund of the warranty which would be prorated for $11
  Safeware Reached out to customer and advised we have reached out and looked into a refund of your warranty due to the age of the warranty the cost would be prorated, and you would receive $11. Again, I can also provide a gift card from Reebelo minus your deductible to use towards a new phone, or we can send the device out for repairs. Please advise which option best resolves your claim
  Customer responded with selecting the prorated amount.
  Safeware instructed the customer to submit a written statement of cancellation to be provided to Reebelo
  The customer provided the written statement I would like to cancel my warranty for my iPhone 12 through Reebelo and Safeware to be refunded for the rest of the warranty.
  
  Thanks,
  ******** *******
  This has been submitted and Reebelo will be issuing the discussed prorated amount directly to the customer. 

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. However do not appreciate the deflection of blame onto me for calling not during their business hours. As you can see in their reports of my calls, I was unable to use their voicemail assistant despite providing the claim number. I also left several voicemails which were never returned. So despite supposedly it being my fault for calling at wrong hours it is the businesss responsibility to call me back and it is a failure on the part of their system for not even letting me through with their claim number. While they did give me a very minuscule refund that does not excuse their lack of accountability and laziness to address any of my concerns until I complained through your services.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty on a GE Microwave. On March 25th I filed a claim with Safeware online with their claim policy. I received a claim number *******. They indicated someone would contact me from a local repair facility within two days. I called several times unable to speak to anyone. I looked up the claim and the claim said it was awaiting information from me. I got no request for information. On 3/31/25 I emailed the company and requested they contact the servicer to contact me, I was on hold for 19 minutes as well and never was able to connect. I received no reply. All my attempts to contact Safeware by phone resulted in being put on hold or sent to a voice box with no follow-up. Before I contact the Attorney General I would like to see if you can facilitate a resolution.

  

  Business Response

  Date: 03/31/2025

  Claim
  Timeline
  03/25/2025
  Claim
  Filed- Claim # *******
  Claim
  assigned to *** ********* ******* 
  03/26/2025
  *** ********* ****** reject claim as they are unable to service GE
  The
  claims adjuster contacted the customer via email. Due to the customer’s
  location, the adjuster advised that there is no in-network servicer available
  and recommended that the customer reach out to a local servicer.
  The
  claim was placed in the status of “Awaiting Customer.”
  03/31/2025
  A
  critical response representative called the customer at ###-###-#### to
  follow up on the prior email. The customer requested assistance in locating a
  servicer. The representative provided contact information for ******l at
  ###-###-#### and provided the customer with both an email address and an
  extension to reach their claims adjuster.
  The
  customer was satisfied with the solution provided.
  
  

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because: There is an "allowance" for repair.  I have to get estimate and submit for approval as they will not handle repair directly.  Had they said get it repaired and submit bill then it would have been ok. I have to get estimate and then submit.  The repair facility will not estimate without coming out.  I am not sure the amount will be ok'd.  This puts me inbetween the repairer and the warranty company.  I am not happy about this.  I pay then, if they agree, they will pay or so they say.  Please leave this open. 
  
  
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  4/8 – Initial voicemail left for the customer as a follow-up on their claim.
  4/9 – A second voicemail was left with the customer.
  4/9 – Follow-up email sent to the customer regarding the status of their claim.
  4/9 (after hours) – Customer responded via email, confirming that a servicer was scheduled for 4/11 to complete the repair and install the necessary parts.
  4/10 – Critical Response requested an estimate from the customer in order to approve repair costs.
  4/10 – Customer advised that Bodwell was unable to provide an estimate.
  4/10 – In response, Critical Response increased the customer’s preapproval limit to $400 to ensure repair could proceed without delay.
  4/11 – Repair service was completed. Customer submitted an invoice totaling $320.11.
  4/11 – The invoice was reviewed and approved. An ACH payment was processed and sent to the customer. Funds are expected to be received within 24–48 hours.
  

  Customer Answer

  Date: 04/15/2025

  This is to notify you that the refund has occurred and this situation has been resolved.  No further action needed.  

  ***** *****

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 01/14/2025

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

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.