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:07/26/2023

  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.

  Purchased a sofa reclining sofa and Loveseat at Weekends only delivered 8/01/20. We only purchased this set because of the protection plan. The total was $3227.48 and protection plan was $299.00 we paid extra included in that price. Tried to make a claim I but never a call back. The incident took place on 3/15/23. Was told a person by the name of Nurat at ext **** would call but never a call and left numerous messages. While reclining the electric box came through the back of the loveseat and put a small hole in the material and also smashed the box. I immediately stopped reclining when I heard the noise. It took forever to schedule a tech to come out and before he did I kept calling to make sure that both were getting fixed but no call back. I let the tech come and he replaced the box which was a $15 dollar part that we could have plugged in ourselves even but said that I needed a separate claim for him to fix the small hole. I called back and they made me do a separate claim that was with a Samantha after I talked to Bobby who stated that it would be easier to put it under first claim because that is when it happened and because the box is what caused the hole. I spoke with him on 5/8/23 and Samantha on 7/5/23. Because Nobody would ever call back. Finally I called and stated she never would call me back then they stated she was out of country visiting her family in Africa and wouldn't be back for awhile. I then spoke with a Madison on 7/10/23. I started emailing so I had proof of conversations. She then stated they can't get parts or anything anymore for the sofa because Hunter furniture is out of country and Weekends only is no longer in business. She said she could only refund me now the protection price of $299.00 minus the claim I already had of $134.00 and minus a $5.00 fee for them to send check. The claim is from the same day and nobody calling me back. I never agreed to a refund at that amount and can't reply. I would have purchased this part myself at $15

  

  Business Response

  Date: 07/28/2023

  5/8/23 - Customer submitted a claim on Power Reclining
  Loveseat for cracking noise, power pack detached.   
  5/18/23 – Servicer went out to complete repairs and completed
  the installation of needed part. Confirmed everything was working properly.
  7/7/23 – Customer filed a new claim for small puncture on
  backside where the electric control box was replaced during the initial repair.
  7/13/23 – Customer reached out to Safeware to ask if a
  servicer could go out to fix the puncture and not be charged for the original
  repair of the control box because they claimed they could have fixed it
  themselves.
  7/18/23 – Safeware adjuster confirmed with servicer that they
  would need parts to complete repairs on the loveseat but due to the Dealer
  having closed permanently and parts would be coming from overseas, Safeware
  would not be able to order parts. Offered the warranty refund minus the service
  fees for the servicer per contract. Customer was not happy with the deductions
  made on warranty refund.
  7/28/23 – Safeware reviewed case, will reimburse full warranty
  price and called the customer to explain how it would be issued, suggested
  ACH payment to avoid bank fees for checks and customer agreed to this solution. 

  Customer Answer

  Date: 08/08/2023

  I will only except this if sent a check in the mail. I'm still unhappy with response. I told them I do not wish to give them my bank account information especially on an insecure device. The original claim was to include rip but Nurat didn't respond in time. They also said I had to make two claims on it even though it happened at same time.
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/08/2023

  Payment was processed as a paper check and issued yesterday.  The customer should receive her check within 10-14 business days depending on mail service.  A copy of the check is attached

   

  Customer Answer

  Date: 08/15/2023

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

• Initial Complaint

  Date:07/14/2023

  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.

  Purchased the item Feburary 4 2021
  Paid $1897.42 and 196.35 for the safeware warranty to go with it
  The business commited to provide me an exteded warranty to cover our machine
  I can not seem to reach anyone to get any information. I have had our licensed repair contractors try to contact the company too.
  I would like to get the machine fixed or replaced
  Safeware will not respond to phone calls. no answer, no response to emails
  Delfield SALD-1 Sala/SALD-1/2007150000758
  Order# ******** 4 Year Extended Warranty Powered by Safeware PWI:57578
  #EXTWARN1T - EA
  
  Delivered
  Tuesday, Feb 09, 01:52 PM 2021
  
  paid with credit card

  

  Business Response

  Date: 07/17/2023

  Safeware Claims adjuster reached out to customer and
  explained the system originally denied the claim when submitted because it
  was still under a 3-year manufacturer’s warranty. Upon further review Safeware
  adjuster determined it is no longer under manufacturer’s warranty and reversed
  the Denial. Instructed customer to have their licensed servicer do repairs,
  preapproved up to $800.00, if the estimate exceeds this amount to reach out to Escalation
  team to review and approve. Once repairs are paid for, send in receipt for immediate
  reimbursement. Working with customer. 

  Customer Answer

  Date: 07/17/2023

  I accept the business's response to resolve this complaint.  They have reached out to me by phone and we have an agreement. Thank you.
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/07/2023

  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.

  10+ service calls since 2/21/2023 under warranty, same problem remains unresolved & company no longer returns emails or calls

  

  Business Response

  Date: 07/19/2023

  Customer was contacted by phone and the complete situation explained.  Due to the number of prior repairs, there was only $548.78 left on her warranty that could either be sent to her or a dealer toward a replacement.  Customer agreed to this resolution and our file was closed with payment.

  Customer Answer

  Date: 08/02/2023

  I am rejecting this response because: I am left with an appliance that was declared “unit non-repairable” by the Master Technician at ********. This was communicated via phone-to the technician whom was physically in my home assessing the unit.

  The representative for Safeware did not offer the pay out as one of the options- she indicated that it was the only option. Previous interaction with one of their representatives, I was told my situation was being escalated to a team lead, to approve replacement of the unit- only to be told “they said we’ve already spent so much on it, we are having it repaired again”. 
  The issue has been that the unit does NOT cool… the issue has remained the same issue since February.
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/03/2023

  On 8/3/2023, Critical Response reached out to customer to explain that the policy is a repair policy and that each repair is deducted from the purchase price of the appliance (per Terms & Conditions attached). At this point, the policy has been fulfilled and the customer received the remaining benefit left on the policy plus the Food Loss Credit. 

• Initial Complaint

  Date:06/05/2023

  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.

  I purchased a factory-refurbished Dell Latitude E7470 laptop from tigerdirect.com on 6/1/2020 for $688.01. At that time, *************** offered me a 4-year Safeware warranty to cover any potential problems or malfunctions with my purchase (of $500-$600 value) and I paid $85 for that warranty.
  
  On 10/01/2022, I had a problem with my Dell laptop that caused the monitor/screen to stop working. I reported this to Safeware on 10/18/2022 (Claim/Incident#*******). Initially, Safeware seemed supportive of the claim and asked me to go to a local repair shop to get repair estimate. The estimate came back saying it would take $493.56 to fix the problem (which was an electronic malfunction of the screen, motherboard, and keyboard). Safeware responded at that time and said my warranty policy would only cover "a desktop computer, not a laptop" and they stopped responding to any of emails afterwards.
  
  I wrote to them and told them I simply purchased the computer warranty that was offered with my laptop order. If they refuse to pay for the laptop repair then they should at least agree to reimburse me the $85 I paid for the warranty.
  
  Can you please help me with this problem and get Safeware to stop ignoring me?
  
  Thanks
  **** ******* ************ ********************

  

  Business Response

  Date: 06/06/2023

  Claimant:  **** ******* 
  Claim #******* – Dell Laptop 

  
  10/18/22 - Customer reported damage
  to his Dell Laptop – The screen does not power up even though he can hear the
  computer operating. 2 keys have also fallen off.
  
  10/20/22 - The claim was
  reported on the Desktop policy not the laptop policy, so the adjuster instructed
  customer to take the Desktop to local computer shop for diagnosis. If a
  customer decides to have it repaired by them, Safeware would reimburse for the
  service.
  
  Correspondence to the adjuster
  did not resume until December 22, 2022, but the customer had been corresponding
  with the automated system and not directly with the adjuster. Safeware moved
  the claim to the laptop policy. Customer has been called; instructions and
  options have been emailed as well. Customer is corresponding and working adjuster. 

  Customer Answer

  Date: 06/15/2023

  BBB received notification from consumer that business has addressed complaint issues.

• Initial Complaint

  Date:06/02/2023

  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.

  claim #******* am writing to express my deep disappointment and frustration regarding the service I have received for my Frigidaire Gallery refrigerator, which I purchased in September 2020, along with an extended warranty through Safeware. Despite my attempts to address the issue, the resolution process has been unsatisfactory thus far.
  To provide some context, my refrigerator has already required three prior service calls before the most recent one on April 11, 2023. During this service call, it was determined that a new computer board was needed to rectify the ongoing problems. I was informed that the part would be ordered promptly, and I patiently awaited its arrival.
  Regrettably, it is now June 2, and I have yet to receive the necessary part for the repair. The significant delay in obtaining the computer board is unacceptable, considering the considerable inconvenience I have faced due to the malfunctioning refrigerator. As a valued customer, I am disheartened by the lack of resolution within a reasonable timeframe.
  Furthermore, my attempts to contact Safeware, the provider of my extended warranty, have been met with disappointing results. I have sent three emails since May 19th, but have not received any response. In addition, I have made three phone calls, yet have not been able to reach a representative who could provide me with a satisfactory update on the status of the repair.
  I have chosen to reach out to Frigidaire directly, as I believe in your commitment to quality and customer satisfaction. I kindly request your assistance in addressing this matter urgently. It is my hope that you can intervene and provide me with a replacement.
  I understand that unforeseen circumstances can arise, causing delays in the repair process.

  

  Business Response

  Date: 06/02/2023

  4/10 Claim was filed the customer believed the unit was a "lemon". Adjuster
  called and explained the process and
  that unit did not qualify as a lemon.
  
  On 4/11 & 4/13 Adjuster spoke with the customer and approved a food loss.
  
  4/13 Customer requested a Supervisor, Critical Response explained the “lemon law” to her and apologized for the
  backordered parts but advised the delay is with the manufacture and not
  Safeware.
  
  4/27 Adjuster updated the customer again on parts ETA.
  
  4/27 Another adjuster spoke with the customer and reordered
  the part through Encompass, which was still on backorder.
  
  5/24 Adjuster received an email from the servicer regarding
  the back ordered part. Adjuster apologized to the customer and notified that it
  was still on backorder.
  
  6/2 Customer was contacted and
  advised that because of the delay of parts, Safeware would issue a replacement
  credit to the dealer.
  
  Issue is resolved.

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  A claim was submitted on 1/5/23, with Safeware, 2292175 for frame damage on our couch due to mechanical breakdown on 12/25/22. ****** ***** | Claims Adjuster For Safeware assigned a servicer to inspect the damage. ********* ********* ******* On 2/2/23.
  
  On 2/3/23, Ms ***** said that FSN could not get the parts necessary for the repair because Weekends Only, the store we bought the sofa from was going out of business. Parts Needed: Mechanism - Reclining - Complete left facing mechanism with all crossbars and hardware
  
  She suggested that I contact the sofa manufacturer, Parker furniture for the part. I tried without success.
  
  Ms. ***** indicated that I would receive a refund for the insurance at the least which I have not received

  

  Business Response

  Date: 05/31/2023

  After review of the claim the customers statements are in fact correct. I have attached a copy of the terms and conditions as a refund of the warranty is a correct adjudication when we cannot get parts any longer as outlined in this section. 

  Replacement parts or furniture will be ordered from the Selling Retailer from which You originally purchased Your

  furniture. If the Selling Retailer is not able to replace the item originally purchased or provide a satisfactory
  substitute item, You will be given a refund of the purchase price of this Plan, less any claims payments made to You
  under this Plan, in lieu of replacement of Your furniture and Your Plan will terminate

  Being that the selling retailer has went out of business we cannot source parts which is why we have offered a refund of the warranty. 

   

   

  Customer Answer

  Date: 05/31/2023

  that is what I was told initially, however, they denied my request, closed my complaint and I did not receive a refund.

  It amazes me that Safeway cannot source the parts directly from the sofa manufacturer.

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

  

  Business Response

  Date: 06/06/2023

  Customer was contacted by Critical Response Specialist by phone and email. Customer was offered full policy refund. 

• Initial Complaint

  Date:05/11/2023

  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.

  I just purchased a major appliance with a warranty from Safeware. I mistakenly entered the wrong serial number on my device and have been trying to get in touch with Safeware for the last two weeks. I have left multiple voicemails and have yet to hear anything back. This complaint will hopefully motivate someone to reach out to me to get this issue fixed in a timely manner.

  

  Business Response

  Date: 05/16/2023

  Customer has been trying to correct the serial number on his Safeware policy but kept getting an error. Safeware adjuster contacted the customer on 05/15/23 and tried to make the correction but was unable because didn't have authority stats. Adjuster reached out to management to make the corrections and on 05/16/23 the serial number had updated. Notified the customer via email that the serial number had been updated per her request. This issue has been resolved.

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/01/2023

  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.

  I purchased a couch sectional from "Weekends Only" on 9/17/2021 with an extended warranty from Safeware. I started a claim with Safeware on 1/6/2023 claim number ******* to get a cup cooler problem resolved.
  
  since the time I purchased the sectional, Weekends Only has goes out of business. I understand that this process will take longer under the circumstances. There is more history than I can go into in this format but the highlights are
  
  -I waited several weeks for someone to come out to look at the couch and take pictures. I waited a few weeks and called Safeware back to find out that the pictures were blurry and no progress had been made.
  
  -I spent several hours looking at the couch carefully to identify the problem myself. I took detailed pictures and emailed my findings to Safeware so this process could be expedited. The problem with the cup coolers is the control module is malfunctioning. the cup coolers themselves work
  
  -Safeware has had to contact the manufacturer directly to get replacement parts
  
  -My contact person at safeware, Nurat S***** completely stopped returning my calls in regards to status updates. Her supervisor Sarah D**** emailed me a few days ago that the manufacturer will be sending me new cup coolers as soon as they get them in stock (again, the cup coolers are not the thing that's broken with the couch. the control module is.)
  
  I have asked for a time frame to resolve this issue since it has almost been 5 months since I filed this claim, and I don't see a resolution in sight. The supervisor Sarah D**** has blamed the manufacturer for the delay and will not give a firm time frame to solve this problem.
  
  If I had known a warranty from this company meant this much hassle, time, and excusing themselves from the responsibly to make sure I'm a satisfied customer, I would have never gotten their warranty.
  
  I would like a defined time table to get the couch repaired, or a voucher to get a different sectional of equal value and quality.

  

  Business Response

  Date: 05/02/2023

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

  01/09/2023 – Customer filed new claim with Safeware for Cupholder
  cooler not turning off (stays on constantly).
  Tech’s report stated the middle console module and motor
  wasn’t working correctly and kept the cupholder heated. Suggested New Module
  and motor.

  Per Customer’s contract, page 4 under IF YOUR PRODUCT
  NEEDS REPAIR/STAIN REMOVAL states: “If your Plan expires during the
  time of an approved repair or replacement, this Plan is extended until the
  repair or replacement has been completed. While we try to complete service as
  quick as possible, we are not responsible for delays caused by factors beyond Our
  control, including but not limited to manufacturer’s delays, shipment to a
  service facility or acts of God.”

  Emailed the manufacturer again for an update on the parts and
  get a possible ETA. Emailed the customer his contract highlighting the proper
  information and options:
  1. Since the product is still repairable and parts are available, we can wait for the parts to arrive to complete the repairs (due to it being overseas, it will take some time before we receive it)
  2. Warranty refund less the service fees for the technician’s report at $234.00.

  Called the customer to see how he wants to proceed, and customer
  opted to wait for parts to repair, if parts are no longer available will inform
  the customer and discuss 2nd option again or other. The customer is satisfied
  with this resolution. 

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because: I have not been shown any evidence that the part to repair the couch exists or has been ordered. When Safeware says a "technician" looked at the couch and recommended a motor and module replacement, there needs to be a little more context. The individual who showed up at my house was there no more than 5 minutes. He took pictures of any labels he could find (none of which had any model or serial numbers identifying this particular couch). I described what steps I had done to narrow down what seemed to be the problem. He did not test any of the equipment himself nor did he personally witness the malfunction. He had no tools with him and did not seem to have a technical background necessary to diagnose the problem. What is in his recommendation is strictly from my diagnosing. and I'm not a couch repair person.

  The last correspondence I had with the previous supervisor at Safeware, Sarah D****, indicated that they were waiting for cup holders to be available to ship. I do not believe this will resolve the malfunction with the couch. And since I've just gone over what the "technician" did, I do not believe Safeware has any clue what is really wrong with the couch or what parts are necessary to fix it.

  lastly I would like 3rd party verification from the manufacturer that any parts truly exist. I am on my 3rd claims person from Safeware and no longer really trust just words from them. Safeware keeps referencing my contract saying if parts exist we must wait for those parts. But Safeware is the only entity stating that the parts are still available..... to a problem they really have no verified understanding of. 

  What is the difference between parts no longer available and parts that "sometime" in the future available with no stated time frame? could be 2 months could be 2 years. At what point are "parts available" but not shippable, no parts at all? 

  in 6 days will mark 5 months of this process and there has been no evidence shown to me that safeware knows what parts are needed or have truly been ordered.

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

  

  Business Response

  Date: 05/09/2023

  Although Safeware stands by its original determination on this claim, in an effort to move forward, Safeware is going to refund the
  warranty cost to the customer by check in the amount of $299.00.  There is no reason for Mr. ********** to send
  the cupholder parts anywhere.  This claim
  is now closed and there will be no further negotiations in this matter.

  Customer Answer

  Date: 05/10/2023

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

• Initial Complaint

  Date:04/28/2023

  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.

  We purchased an appliance warranty with safeware and our dryer has been broken for 6 weeks. They have sent a repair person to our house twice and they replaced a part and the dryer still didn’t work, they ordered a new part and the day the repair person was scheduled they didn’t have the part. It’s been one excuse after another and we are at 6 weeks with still no repair or replacement in site.

  

  Business Response

  Date: 05/09/2023

  Customer filed a claim in 03/16/23 for “No power, was not
  drying or running full cycle, then started making beeping noises, customer
  unplugged and now says contact service for error code.”
  03/17/23 – Claim was reviewed, and servicer was contacted to
  reach out to customer to schedule for service. Servicers went out twice to
  complete repairs, but parts did not resolve the issue. There were some parts
  issues with the servicer, but parts were received on 05/02/23 and the servicer
  reached out to customer on 05/04/23 and customer is scheduled for service
  tomorrow 05/08/23.
  05/08/23 - Safeware called the customer to see if there is
  anything that they need or if they have any questions, left a detailed
  voicemail.
  05/09/23 - Called the customer and was able to talk to spouse,
  Eric S********, who indicated the servicer was on site working with the
  customer. Servicer currently deciding to install a new circuit board and customer will contact me if he has any other questions or concerns. Customer is ok
  with current process and Safeware and the servicer will continue to work with
  them to complete repairs to unit. 

  
  

• Initial Complaint

  Date:04/26/2023

  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 #: *******
  Issue: Claim closed with no communication. No ability to contact a live person and no response to voicemails or emails.
  
  4/17/2023 - Submitted Claim on Leaking Washer Machine, Address was wrong, Unable to Get to a Live Person
  4/18/2023 - Claim Assigned to **** Virtual Appliance Repair
  4/18/2023 - Found a Link to Update Address, Address Updated
  4/20/2023 - Called Amy R*****, Claim Adjuster, No Answer. Left Voicemail that I have not heard from **** Virtual Appliance Repair
  4/20/2023 - **** emailed link to get virtual appointment
  4/20/2023 - Virtual Appointment with technician, *** *. Tech stated that it was probably the tub/basket seal, but would also order internal drain hose. Someone had to come in person to diagnose root cause.
  4/21/2023 - Claim Assigned to ***** ********** * ****
  4/25/2023 - Received Email that Claim was Complete. No work has been done
  4/25/2023 - Called Amy R*****. Voicemail said she was out of office and to dial extension 5232
  4/25/2023 - Called Extension 5232. No Answer. Left Voicemail to call me back regarding claim
  4/25/2023 - Called ***** ********** and they stated that they do not service Greenbrier and rejected claim. They will help me get in touch with Safeware. No follow up
  4/25/2023 - Emailed Amy R***** in regards to claim hoping for a forwarding email. No forwarding email.
  4/26/2023 - Called Extension 5232 3 times with answer and it went straight to voicemail each time

  

  Business Response

  Date: 04/28/2023

  Claimant: *** *********
  Claim: 8357832 GE Washer
  04/17/23 - Customer filed a claim for the GE Washer for
  Possible Leak coming from the internal Drain Hose.
  04/18/23 – Adjuster *** ****** assigned to **** for a
  virtual diagnostic.
  04/20/23 – The virtual diagnostic was completed and
  determined possible leak coming from the internal drain hose and recommended ordering a new drain hose.
  04/21/23 – The drain hose was ordered, and repair assigned to ***** **********. ***** notified Safeware they didn’t service the area. Adjuster
  searched for another servicer.
  04/25/23 - Customer received the parts for installation and customer reached out to notify Safeware.
  04/27/23 – Supervisor responded to customer’s call.
  04/28/23 – Adjuster assigned to ******** ******* and
  confirmed they could assist customer today with installation.
  04/28/23 – Critical Response Specialist called the customer but
  there was no response so left a detailed voicemail that the repair has been assigned
  to ******** ******** and they confirmed they can see him today if he is available.
  This claim has been processed accordingly and the adjuster
  has performed her responsibilities to get the customer serviced within a timely
  manner following all procedures and processes.