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:11/20/2024

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

  

  Business Response

  Date: 11/20/2024

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

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

  
  

  Customer Answer

  Date: 11/21/2024

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

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

  

  Business Response

  Date: 11/25/2024

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

  

  Business Response

  Date: 11/26/2024

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

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

  Customer Answer

  Date: 12/09/2024

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

• Initial Complaint

  Date:11/13/2024

  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.

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

  

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:09/24/2024

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

  

  Business Response

  Date: 09/25/2024

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

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

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

  

  Business Response

  Date: 08/01/2024

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

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

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

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

   

   

   

  Customer Answer

  Date: 08/08/2024

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

• Initial Complaint

  Date:07/01/2024

  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.

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

  

  Business Response

  Date: 07/02/2024

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

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

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

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

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 05/17/2024

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

• Initial Complaint

  Date:03/18/2024

  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.

  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

  Date: 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 Answer

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/08/2024

  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.

  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

  Date: 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 Answer

  Date: 03/18/2024

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

• Initial Complaint

  Date:02/26/2024

  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.

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

  Date: 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 Answer

  Date: 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

  Date:02/23/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.