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:02/21/2024

  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.

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

  

  Business Response

  Date: 02/22/2024

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

  Customer Answer

  Date: 02/22/2024

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

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

  

  Business Response

  Date: 02/22/2024

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

  Customer Answer

  Date: 02/22/2024

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

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

• Initial Complaint

  Date:01/28/2024

  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.

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

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 01/29/2024

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

• Initial Complaint

  Date:01/25/2024

  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.

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

  

  Business Response

  Date: 01/29/2024

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

  Customer Answer

  Date: 01/29/2024

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

• Initial Complaint

  Date:01/19/2024

  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.

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

  

  Business Response

  Date: 01/22/2024

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

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

  Customer Answer

  Date: 01/31/2024

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

  

  Business Response

  Date: 02/02/2024

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

  Customer Answer

  Date: 02/05/2024

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

• Initial Complaint

  Date:01/17/2024

  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.

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

  

  Business Response

  Date: 01/18/2024

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

  Customer Answer

  Date: 01/18/2024

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

  

  Business Response

  Date: 01/19/2024

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

  Customer Answer

  Date: 01/20/2024

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

• Initial Complaint

  Date:12/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/05/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:12/02/2023

  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 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

  Date: 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. 

  Customer Answer

  Date: 05/20/2025

  Consumer filed new complaint about dishwasher repair. 
  I filed a warranty claim on 5/5/25 and completed the virtual inspection with **** Virtual Appliance Repair on 5/07/25. Communication with Safeware was handled through text, until the inspection. After the inspection, Safeware e-mailed me to say I would be contacted in 1-2 business days for someone to complete the repair. On 5/14/25 I sent an e-mail to the adjuster's contact info displayed in the e-mail, but did not receive a reply. On 5/19 I called Safeware customer service and someone said I would receive a call back. Safeware has failed to make progress in repair of the dishwasher and has failed to respond to my multiple attempts to contact them.

  

  Business Response

  Date: 05/20/2025

  Claim Timeline Claim #*******
  Product:Dishwasher
  Model:FFID2426TB3A
  Serial Number: **********
  Issue:Does not power on, does not run, will not latch
  Recommended Repair: Replace Main Control Board (Part #: A11147301)
  
  May 5, 2025
  
  Claim created and acknowledgment notification sent to the customer.
  
  Claim was not auto-adjudicated and was sent for manual review.
  
  Service call created with Neli Virtual Appliance Repair.
  
  May 7, 2025
  
  Virtual diagnosis completed by ****.
  
  Technician confirmed the dishwasher is completely non-functional.
  
  Customer attempted to reset the breaker.
  
  Recommended repair: Replace main control board (Part #: A11147301).
  
  May 12, 2025
  
  Claim dispatched to Electrolux Consumer Products via integration.
  
  May 19, 2025
  
  Customer contacted ********************** to report no follow-up from the service provider.
  
  Claims adjuster experienced internet issues and promised a callback.
  
  May 20, 2025
  
  Claims adjuster left a voicemail for the customer.
  
  Resolution: Critical Response contacted the customer.
  
  Customer informed that the claim had been reassigned to Reliable Appliance.
  
  Main control board (Part #: A11147301) was ordered and shipped to the customers home with an *** of May 21.
  
  Customer expressed satisfaction with the resolution.
  
  Critical Response assumed management of the claim and provided the customer with a direct contact extension for further support.

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20948966
  
  I am rejecting this response because: issue was not resolved. Dishwasher was not repaired. In my original claim I stated the dishwasher would not latch. The tech arrived and said a new latch would need to be ordered. He acted like I was stupid when I handed him the part safeware ordered. Told me it was wrong and wouldnt fix the latch issue. NEED MY DISHWASHER REPAIRED NOW! Will never pay for a warranty again after this experience. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/30/2025

  Following the unsuccessful repair attempt on Friday, May 23, the customer contacted **********************. However, our office was closed for the holiday weekend.
  We resumed operations on Tuesday, May 28, and promptly returned the customers call. At that time, it was determined that a second part was required for the repair. This part has since been expedited and shipped to the customer. Tracking Number: ************.
  The customer is currently scheduled for part installation on June 2nd. Per the terms of the repair policy, the unit will be repaired accordingly. Please note that Safeware is not responsible for part delays as outlined in the warranty agreement.
  At this time, no further action is required or available.
  

• Initial Complaint

  Date:12/01/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/15/2023

  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 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

  Date: 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.