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:04/04/2023

  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.

  Hello,
  My wife and I purchased a sectional sofa from weekends only a little bit ago. We also purchased the protection plan that was covered by Safeware. We were informed that the protection is great and it will help if the sofa gets damaged. So, we purchased the protection. We ended up having to file a claim for pet damages. We originally reached out on 11/15/22. Claim number *******. We received an email the next day asking for more information. We provided pictures and more information. At this point we didn’t receive any information until 12/4/22 when we were informed that *** *********** would be performing the maintance. We didn’t hear back from the business so my wife sent an email asking for an update on the 28th of December… still no message or phone call. I had attempted to call our adjuster multiple times and left a couple of voicemails. Never returned a call. Finally on January 4th I called and got ahold of our adjusted. She informed us that they just received the information for the company to perform the work. Which I knew they received back on the 4th of December because I called SAW and asked them what was occurring and they informed us that they were waiting on Safeware. Finally on January 12th we received an appointment with *** *********** for the next day, which was the 13th. They came informed us that he would place the request for new couch cushions and back cushions (our couch doesn’t have back cushions). This point it’s now January 13th the technician just left. 1 month goes by and we don’t hear anything. 12th of February I get an email asking how the experience was. I tried reaching out to see what was occurring with our claim and the automation said the case was closed and resolved… we emailed and called and finally we received another email on march 10th saying they received the estimate/repair for our sectional peak living 6830-1663. And that they would reach out. I emailed again and no response. Still no repairs or response on 4/4/23

  

  Business Response

  Date: 04/05/2023

  Customer submitted claim on 11/15/22
  for the dog's nail tore up the back of the couch where the chaise is attached.
  11/17/2022 Customer advised damage
  was caused by dogs nails and photos were submitted.
  11/28/2022 Customer advised adjuster
  that the damage was a single occurrence.
  3/10/2023 Tech went out and found
  that the furniture had accumulated pet damage.
  3/10/2023 Adjuster called customer
  left voicemail advising claim denial.
  3/14/2023 Adjuster called customer no
  response
  3/21/2023 Adjuster left voicemail
  requesting callback
  4/5/2023 Critical response called
  customer left voicemail requesting callback to discuss claim.
  4/5/2023 Customer returned call and
  was advised that Safeware would send a reselection credit to the dealer for
  replacement. Issue is resolved.

  Customer Answer

  Date: 04/14/2023

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

• Initial Complaint

  Date:03/23/2023

  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 have a Full warranty for my refrigerator thru Safeware. Their policy states that if it cannot be repaired after 3 attempts then a cash option can be offered. The adjuster and manager refuses to follow their policy and keeps sending the repair company back out. THis is the 5th time.
  claim ************** Adjuster name --****** ******* ***** ******** ***** ******
  
  My contact
  ***** ******* ************ ****** ********** 

  

  Business Response

  Date: 03/24/2023

  2/1/2023- Customer submitted claim for popping in door has
  returned and call was assigned to ******* ********* *******. Estimate for
  repair was approved. The customer requested a replacement since he has had
  three different service claims. He was advised by the adjuster and Supervisors,
  that the policy is a repair policy not a replacement policy, per the terms and
  conditions (attached). Also, the policy states that to qualify as a “lemon” the
  unit must have the same part replaced three times and needed a fourth. After review
  of all three of the customers claims, it does not qualify. The customer is
  scheduled with the owner of ******* ********* ******* 3/24/2023.
  8334755-
  Mylar- W11171640
               
      HINGE KIT (RIGHT)- W11416733
               
      HINGE KIT (LEFT)- 2267192
  8287682-Door
  Cam- WPW10121046
  8318240-
  BRACKET / STOP- W11403572
               
      Cam Left- WPW10121046
               
      Cam Right- WP2307857
               
      Screw- W11227370
  
  NO LEMON POLICY: During the term of this Agreement, and
  subject to Our Limit of Liability, after three (3) service repairs have been
  completed on the same
  component(Part) of an individual Covered Product and that
  Covered Product component requires a fourth repair, as determined by Us, We
  will replace it with a product of comparable performance or pay You the
  remaining Limit of Liability. If We replace Your Covered Product, there is no
  longer any obligation for the replaced product under this Agreement.
  IV. WHAT IS NOT COVERED: Service where no problem can be
  found; noises; squeaks

  Customer Answer

  Date: 03/24/2023

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

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a sectional from Ashley with the insurance policy from Safeware. The sales person specifically told me if my item could not be repaired I would receive an entire new sectional. I filed my issue in June of 2022 which was my cushions, including the fabric were showing signs of being deformed and separating. This sectional is in my formal living room and not used in a hard way so it is a complete lack of quality. I had numerous emails back and forth with the adjuster to be told the issue was mishandled by the store and new cushions never were ordered. After that Hurricane Ian hit causing further delays. Finally last month I get a call that two of the cushions are at the store (supposed to be three) and I pick them up to find it is only the insert. I have told my adjuster as well as the store manager that this is not acceptable.

  

  Business Response

  Date: 03/08/2023

  06/08/2022 - Customer submitted a claim on
  sectional for stains and resiliency issues.  Determination was made to order
  seat cores for the 3 damaged cushions; however, months went by without the
  cushions showing up at the dealer.  During September 2022, Hurricane Ian
  completely destroyed the business along with any parts in the warehouse and
  furniture in the showroom.  This building is still not restored or open to
  the public and the original person responsible for ordering parts is no longer
  with the dealer.  For months they were not able to order parts, but they
  were finally ordered 12/17/22.  The cores were received by the dealer
  1/23/23 but there were only two of the three pieces received from the
  manufacturer. 

  
  Customer was understandably frustrated. Safeware
  attempted to reach the customer via phone but have been unsuccessful, so an
  email was sent to the customer (attached). Safeware has authorized to replace
  the entire sectional for the customer and the Dealer will cover the delivery
  and removal fees as well. Safeware is currently awaiting a response from the customer.

• Initial Complaint

  Date:02/24/2023

  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.

  date of transaction was October the 31st 2021 we just want them to stand behind the warranty that we paid for

  

  Business Response

  Date: 02/27/2023

  On 01/31/2023 the customer reported a claim for pet damage Rips
  and scratches on sofa. Safeware requested some photos of the damages and an
  explanation of the damages which the customer indicated it was over a 2 day
  period. The adjuster DENIED the claim as not a single incident but the customer
  did not agree.

  
  02/27/23 – Escalation specialist reviewed claim and reversed
  the Denial decision and called the customer but unable to reach her so left a
  detailed message. Assigned a servicer to assess the damages and called the
  servicer to make sure they reached out to the customer for service soon.
  Servicer confirmed they will reach out by end of day or first thing tomorrow
  morning. Called the customer again and still could not reach, left another
  detailed message that I will be emailing the update. Emailed customer to notify
  her of the recent changes to her claim and provided contact information.

• Initial Complaint

  Date:02/24/2023

  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.

  I4 months ago I bought an $800 washer. I paid $229 (over 25% of the item price!) for the top of the line warranty offered. 72 days ago, my washer quit working. They sent out a repairman who completely misdiagnosed the problem. I knew he did and I told them so. He said he’d “keep throwing parts at it” till it worked. They’ve replaced 4 parts now (some of which were back ordered for weeks on end). The repair company would then make me wait 8-12 days to come once they finally received the parts. NONE of them have fixed it, including the motor. I was told 3-4 weeks ago they’d “escalate” the claim and look into full replacement if this last part didn’t fix it. It didn’t. Now they’re saying they have to wait on the repair company to mark it “unfixable”, which I’m sure they won’t. I was told a replacement credit would be given if the motor didn’t work and now I’m being told “maybe”. I’ve been out numerous hours and $128.50 at the laundromat (only $50 of which has been reimbursed). No one will return my calls. It regularly goes to voicemail during business hours. I’m now going into yet another weekend with no answers because they know they can blow me off on a Friday and leave me hanging through the weekend AGAIN. I have been in tears over this several times. I can’t afford this nonsense, that’s why I bought a dang warranty. My kids had 2 illnesses over these past two months that meant hauling numerous loads of vomit and diarrhea soaked bedding to the laundromat. We’ve been living on 1/3 of our wardrobe to try to save on laundry costs. I’m past the point of done. My claim # is 8322198. At this point, I just want my replacement funds sent to the original store so I can go purchase a different one. The one I have has now been worked on twice by a completely incompetent repairman who scratched the lid and didn’t install the (NON-BROKEN ANYWAY) parts correctly (per the technician they replaced him with). Who knows if it’ll ever function again.

  

  Business Response

  Date: 02/27/2023

  Policy ******** 
  Purchase Date:12/10/21
  Purchase Price: $799.95
  Ext.Warranty Price:$199.95
  12/14/22- Customer submitted claim “unit will not run error
  code F7E1” service call sent to Factory Appliance same day. Found unit needed a
  water inlet valve, washer drive pully & belt.
  2/10/22- Rework was sent back to Factory Appliance when they
  found the unit also needed a motor.
  2/23/22- Factory Appliance advised that the unit is not repairable.
  2/27/22- Replacement credit sent to Hahn Appliance for the
  customer and customer notified of credit

  Customer Answer

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/08/2023

  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.

  Purchased 5 year warranty on living room suite, I have been dealing with this company for over a year. Furniture is peeling, seams are splitting but was told "wear and tear" not covered but did pay me $200 for seams coming apart, i need full replacement of the couch and loveseat, that did nothing for my problem since continues to peel and more seams are coming apart. I purchased this suite in 2019 and still have a warranty that no good. Furniture should last more than 4 years from normal use. I just want the cost for replacement.

  

  Business Response

  Date: 02/09/2023

  On 12/8/21 this customer filed a
  claim for seam separation on four seat cushions.  Per the warranty, she was given a $200.00
  cash settlement for this issue.  Warranty
  states: “Accidental damage (single incident coverage):  ; d) Up to $50 per seat cushion total coverage for the term of the Plan on any of the following: seam stitching that comes loose on seat cushions; damage to seat cushion zippers; loss of seat cushion foam resiliency in excess of 20%.”  This was a correct adjudication and will
  stand.
  
  On 1/10/23 customer filed another claim for the
  seams (which is a one time benefit per warranty) together with cracking and
  peeling.  Here is the warranty language
  which the adjuster is relying on for the denial of this claim:  Pg. 5 of warranty contract – “WHAT IS NOT COVERED:  (S) THE GRADUAL WEAR AND TEAR BREAKDOWN OR CRACKING AND PEELING OF LEATHERS, BONDED LEATHERS, BREATHABLES, OR ANY OTHER COVERS OR MATERIALS”.  In addition, on page 3 of the warranty
  contract, there are two paragraphs which direct the adjudication of claims:  “CLAIM REPORTING:  All claims must be reported individually as independent claims.  All Accidental stains and damage must be reported within ten (10) days of accident occurrence to qualify for coverage. All other claims must be reported within thirty (30) days of Failure to qualify for coverage.” and “WHAT IS COVERED:  ACCIDENTAL: This Plan defines “Accidental” as a single, unexpected and unintentional event and does not include accumulated damage from continual or multiple events. The use of this Plan requires an explanation of where and when the accident occurred as well as a detailed description of the actual event.”  A full copy of the warranty together with the
  declarations page has been attached.
  
  The denial of this claim is correct and within
  the warranty language and will stand.

• Initial Complaint

  Date:02/07/2023

  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.

  November 28, 2020 we purchased a full kitchen package of Kitchenaide appliances. We purchased a 10 year extended warranty for these appliances.

  After a year our trash compactor malfunctioned, this was replaced promptly.
  January 17, 2023 our refrigerator model# **********-B complete stopped working causing loss of food. I contacted **** at ******* appliance the following morning and he submitted the insurance claim for us.

  Received acknowledgment of the claim from Safeware 1/25/23.
  Safeware only contracts with the company Just In Time out of Grants Pass OR. They are not in our county and would not be able to come until 3/1/23. I informed our claim specialist ******* ******** of this delay. She emailed me a list of appliance repair companies in our area. None of these companies come out to our rural residents.

  I called ****** back informed her of this. Let her know we have a local appliance installer/ firmer Sears repairman ******** appliance. She gave me the ok to have him diagnose the refrigerator issue.
  ****** determine it was the linear compressor stating “they do not replace these and standard when he worked for Sears was to replace the whole refrigerator “.

  
  I forwarded his invoice to ******. She said she was submitting a request for replacement or reimbursement.
  2/6/23 after much back and forth there is still no resolve. ****** forwarded me to her supervisor *** ****, I was on hold 40 minutes and he never picked up. ****** came back on the line and apologized.

  We contacted **** at ******* appliance explaining the whole situation. **** reached out to Safeware on our behalf.
  2/7/23, Safeware informed **** that it is a Kitchenaide issue. **** informed us that it is definitely covered under our extended warranty and would be calling.

  
  We have now been without a refrigerator (no loaner either) for 3 weeks. This is completely unacceptable.

  

  Business Response

  Date: 02/09/2023

  1/18/2023- Claim reported by customer.
  1/28/2023- Customer submitted
  work invoice from ******* Appliance Repair(attached) stating unit needs a
  sealed system repair.
  Unit has a 2nd-5th year parts and labor warranty on the sealed system(attached).
  2/6/2023 Customer was advised by
  the adjuster to call Kitchen Aid as the issue is a sealed system and the unit
  has a sealed system warranty through the manufacture. Customer demanded
  replacement.
  2/7/2023- Adjuster notified
  dealer **** at West Coast Appliance & Furniture, that the customer would
  need to contact the manufacture for the repair.

• Initial Complaint

  Date:02/06/2023

  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.

  On 1/17/23, a claim was filed with Safeware Insurance for repairs to a ******* Elliptical EX59-3. In addition to the purchase of this elliptical an additional warranty was included. Once the assessment of the repairs were completed Safeware notified me on 2/1/23 of the following "Safeware has received the estimate for repairs on the ******* Elliptical. Unfortunately, Safeware is unable to cover the estimated cost of $1,394.79 as this amount is more than the Remaining Benefits on the Contract. They provided three (3) options 1.You can move forward with repairs of $1,394.79 and pay the difference of $599.00 , directly to AK Treadmill Repair Specialist OR,2. Safeware can work with the Dealer to obtain a replacement for your fitness equipment, same make, model, and of same value OR, 3. Safeware will cash out the remaining benefits from your policy. Safeware will issue the Remaining Benefits of $599.00. I did inform the adjuster that I would go with option 2 if it was reasonable. Unfortunately, the response is not feasible - Safeware is happy to inform you, that a replacement was found for your ******* Elliptical. The cost of the replacement is $425.00. Your remaining balance of $599 was reduced by the servicer’s diagnostic fee of $201.58, which leaves a balance of $397.42. If you want to move forward with the replacement, you will be responsible for the difference of $25.78 plus the taxes on the replacement.. In addition, Safeware also notified me by text of another decision which they told me to ignore:
  
  Due to the fact that I purchased a warranty and now have to pay some form of payment for the repairs. I'm requesting that Safeware take the necessary steps and pay me out the remaining benefits of $599 without any deductions.

  

  Business Response

  Date: 02/07/2023

  Hello, per this customers terms and conditions we cannot over indemnify for more than what the customer paid for the unit therefore resorting in the options provided. Each claim paid to servicer for any diagnostic and repairs are deducted from the limit of liability. We advised customer of options that are all within the terms.,

  Customer Answer

  Date: 02/07/2023

  After paying approximately $800 for the elliptical, $100+ for warranty to cover just $600 and now this company wants to actually take the full amouunt of monies that they offered in the warranty.  Safeware is very disingenuous in how they are dealing with this matter.  All the diagnostics for me was to order the parts - When I reported the problem with the elliptical I already knew it was broken.  I called them to have it repaired not to diagnose and then charge me $200 for something I already knew.  I think this is a HUGE RIP OFF FROM SAFEWARE.  They should reimburse my full benefits
  
  
  
  Regards,
  
  
  
  *** ******

  

  Business Response

  Date: 02/15/2023

  *************
  
  2/8/23 – Safeware reached out to customer and explained that
  replacement costs would be covered by her policy, but the customer indicated
  she had a change of thought. After a night of thinking it through she thought
  it would be best if she cash settled for the remaining balance of her policy. Customer
  even confirmed that it was ok if we had to deduct the remaining balance to pay
  for the service fees. Customer agreed to payment of $434.00 and wanted a check
  sent to her address on file. Safeware has resolved this issue with the customer.

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:01/30/2023

  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 2 couches from Weekends only and 2 protection plans insured by Safeware at the same time. Both my couches were damaged by our pets, which is a covered item with the Safeware plans. I followed all their rules and filed a claim with pictures on their website. While waiting for their inspection company to reschedule after we cancelled our 1st appointment due to a conflict, and their inspectors not having an employee to come out, I found out weekends only was going out of business in 2023. I had trouble getting responses from my calls or emails with my adjuster *******, so I immediately called because I was worried about what would happen, and couldn't get ahold of my claims adjuster *******. I was able to get ahold of another adjuster named **** who worked in another department, and she told me not to worry, even if weekends only goes out of business the plan would still be valid and they would pay for the value of the couch if it couldn't be repaired. Safeware sent an inspector from another company to review the damage. Safeware later emailed me that they were just going to refund the policies ($130.00) instead of paying the claim or the values of the couches $999. I emailed them that this wasn't acceptable and then they agreed to work harder. January 11th, ******* emailed me back saying they were able to get the parts, and would be taking care of the repair. January 24th, ******* emailed me saying they were going to refund me only $65 instead of repairing or paying for the couches. They were deducting $65 from the $130 paid for paid claims... They never paid claims only sent an inspector. They need to stand behind their words, emails and promises. No customer would have purchased this coverage if they new they would only get the value of the plan back instead of paying for the couch or repair. This would be like your car insurance company cancelling your policy after an accident, and trying to only refund your premium.

  

  Business Response

  Date: 01/31/2023

  ******* *******
  Claim 8294470
  
  Customer reported claim 09/13/2022 for “Dog Chewed on one
  couch seat cushion. And a corner of the other sofa frame.”
  SAW Services scheduled with the customer for 09/15/22 and
  the customer said they were not going to be home. Rescheduled for 09/23/22 but
  customer asked for 10/01/22 which tech was not available so rescheduled for
  11/08/22. Customer had been working with the servicer to get a proper
  appointment date but there was not a tech available since the 11/7/22 scheduled
  visit and customer confirmed that the servicer has missed two appointments.

  
  01/09/23 Safeware ordered the necessary parts from Weekends
  Only and was told they would order but then on 01/13/22 Weekends Only messaged
  Safeware that due to their closing they would NOT be able to order parts to
  complete the repairs.

  
  01/31/23 - Due to the dealer's
  inability to source parts to complete the needed repairs, Safeware
  authorized a credit with Weekends Only. Customer was contacted with this resolution, and it
  was acceptable to both parties.  Due to a misunderstanding of the
  situation by a newer adjuster, the customer was issued a check refunding his
  warranty; however, he has agreed to return this check to Safeware should be
  receive it since he is being given a full reselection credit.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.  Thank you for working to help me and get this resolved.

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

• Initial Complaint

  Date:01/23/2023

  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 Maytag Commercial washer and dryer from Custom Distributors in Dayton, Ohio. At the time of purchase I also purchased an extended warranty from Safeware Insurance Agency. I have had Safeware come to service the washer and dryer, repairs are never done. I’m told by the repair service that my service contract won’t cover the service needed.
  I have been in touch with Custom Distributors, Maytag and have reached out to Safeway with no response, you can’t even get a live person on the phone.
  
  Washer - the water thermostat does not work….a cool wash will be completed with very warm to hot water. The cycles get stuck at 24 minutes and can run for hours, often impossible to turn it off and must unplug it. Every single washload requires a manual drain and spin to remove water. Ruining clothes because of temperature setting not being accurate.
  
  Dryer- the air thermostat is also not working. Two dots out of 5 will cause clothes to be too hot to the touch causing wrinkling, shrinking and the ruin of clothing. Clothes do not dry on any but two settings: towels, and timed setting….even with picking the second coolest temperature, clothes are hot to the touch. The cool, no temp setting will not dry clothes.
  I’m not sure why I have this dryer except for drying towels.
  
  Maytag suggested that perhaps I have a set of lemon equipment and that the washer and dryer should be fixed or replaced. A to Z is our preferred company and they are excellent but they’ve never done a repair when they’ve come out because of Safeware guidelines. This is my last attempt to have attention to this matter.

  

  Business Response

  Date: 01/24/2023

  Customer has filed two claims on the
  washer and two on the dryer. Each time the claim was assigned to A to Z Appliance
  Repair. The service invoices for all four repairs say the units check ok and couldn’t
  find anything at this time. The customer was contacted and advised of the
  invoice descriptions. She stated that there is something wrong with both machines
  and we have agreed to send service for both appliances to a different appliance
  repair company for a second opinion. Customer was satisfied that resolution.
  
  8252973-Dryer never dries a load unless
  it’s on timed setting**SERVICE
  ADVISED BLOCK IN TUB FROM LINT, REGULAR MAINTENANCE CUSTOMER RESPONSIBILITY**
  

  8252973-
  Dryer not drying again. **SERVICER
  ADVISED COULDN'T FIND ANYTHING WRONG UNIT
  CHECKS GOOD AT THIS TIME
  

  8200498- found no error with the lock mechanism at this time. Ran the unit in a quick cycle to check for proper operation in the agitation
  and in the spin cycles, operation checks ok. Recommended the customer run an
  affresh brand cleaning tablet on the Clean washer cycle to remove excessive
  build ups in the unit to alleviate any odors.
  

  8248853- WASHER
  WILL NOT SPIN OUT HER CLOTHES ALL THE TIME RAN TWO DIFFERENT QUICK DIAGNOSTIC
  TEST BOTH TEST COMPLETE JUST FINE RAN A SEPARATE CYCLE OF JUST DRAIN AND SPIN
  IT DRAINED JUST FINE AND IT SPINNED AT PROPER SPEED UNIT CHECKS GOOD AT THIS TIME NOTHING WRONG WITH
  UNIT

  Customer Answer

  Date: 02/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18884640
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  **** *******

   

  it is true that they contacted AAA.  The service person came out and kept blaming all machine complaints onnwifi not being hooked up and prob we are behind on updates.  We contacted Maytag, they helped us connect to Wi-Fi and stated that there hasn’t been any updates for washer or dryer.  Issues with both machines are still present, dryer parts have been ordered.  Nothing has been ordered for washer.  I believe that we received lemons, there are so many things wrong with each machine.
  im going to included the list of problems that I provided the serviceman.

   

  Maytag Commercial washer and dryer
  
  Washer - model. *********,  serial *********.
  
  Water Temperature control doesn’t work.
  
        Washer is unpredictable.
  
        One dot, which should be cold water, ends up being so hot that it’s 
        Uncomfortable to touch the clothes.
         
         Two dots is boiling.   Clothes are ruined, shrunken.
  
  Cycles get stuck at 24 minutes when using delicate, wrinkle control, colors.   The washer won’t turn off and it’ll continue agitating as the machine exudes a burning gear smell.  At times, I must unplug the machine to get it to stop the cycle, the on off button will not respond.
  
  Every single load of laundry (all options) requires an additional drain and spin cycle in order to remove clothes to line dry or place in dryer.
  
  Steam cycle turns on for quick wash, delicate, wrinkle control and it will not turn off.  Steam is a problem for cold wash and
  
  
  
  
  
  
  Dryer,  model *********,  serial *********.
  
  Dryer only dries clothes on a custom, timed dry or towel setting.
  
  Clothes are always very wrinkled.
  
  The dryer thermostat doesn’t work.
  
        One dot, no heat, will work for a “quick dry.”
  
         Otherwise, the dryer with 2 dots or more is very hot, wrinkling
         And shrinking the entire load.
  
         Heat temp is erratic, either not at all or very hot.
  
  Occasionally, steam will turn on midway through a cycle and will not turn off.  I never use steam on any washer or dryer load.
  
  note:
  Safeware has sent out another company 4 times and each time I’m informed that my policy doesn’t cover the repair.
  This isn’t true.  My policy covers all electrical and mechanical repairs.
  It was noted on one service call that my dryer was full of lint even though I empty the lint after each dryer use.
  Another service call stated that my washer was dirty, also not true.
  
  With 4 service visits,  not one adjustment or repair has been made to either machine.
  
  
  ?
  

  

  Business Response

  Date: 02/02/2023

  Safeware contacted the lead technician at AAA TV Care & Repair. He advised that the dryer needed a temp sensor and thermistor. He stated the technician was unable to replicate any issues with the washer other than the customer is using too much detergent in the machine. He stated that she should only be using 2 tablespoons of regular detergent. He also explained that she needs to keep the machine conneccted to wifi and close to the router, so it is able to receive any updates from the manufacture. This is the second repair company and third service call where the technicians are unable to find any issue with the washer other than regular maintenance that should be performed on the machine. Adjuster reached out to customer to explain, left a voicemail with the information provided by the servicer and callback information.