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: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 this plans thru weekends only I have tried for over 3 years to get someone to come out to repair my sofa when a technician finally showed up he said he wasn’t going to fix it because the cost would be too high. I then called the company back several times unable to get any help once I was finally able to talk to a real person they promised to email me a gift certificate to be used at weekends only however I never received the email I’ve tried to contact the company thru emails & phone calls but I am being ignored. This company is a sham I would never recommend this scam company to anyone

  

  Business Response

  Date: 01/24/2023

  ***** ***** ***** *******
  
  Customer filed a claim for “Cushions flattening and tiny
  rips in the arms and some stains” on 09/07/2021.  Adjuster requested an explanation of the damages on
  09/13/2021 but unable to reach the customer via phone, then received an email
  response from the customer a week later.

  Customer was instructed she will be receiving a stain kit
  and cushion benefits for her couch for $150.00. The stain kit was lost in transit, but customer still received the cushion benefit for $150.00. The adjuster dispatched Furniture Solutions Network to
  assess the damages in April 2022 and they confirmed the damages reported by the
  customer.  Safeware has paid out the
  service fees and the customer for the cushion benefits.

  Safeware contacted the customer via phone and she has
  confirmed the following:
  1. Only one claim was filed through Safeware on 09/07/2021,
  2. Safeware did send a servicer to assess the damages on her furniture,
  3. Safeware paid the cushion benefit to the customer for $150.00,
  4. Stain kit was lost in transit,
  5. Cash settling her policy for the remaining balance of $293.00 via ACH.
  

  Safeware has processed the cash settlement and sent the
  customer an email to confirm and instructions for another email to be sent to
  her from accounting. Customer is in agreement with this resolution and Safeware
  will be closing its file.  

• Initial Complaint

  Date:01/20/2023

  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.

  When we purchased our sectional through ********* **** we chose to purchase the optional Safeware Insurance. When we returned home from vacation we discovered one of our pets had accidents on our couch. Due to this being covered under our warranty we filed a claim #*******. They sent someone out to clean the sectional and while all physical signs that the issue was corrected once the sectional was dry the smell was more potent than it was prior to them sending out ******* *******. After numerous attempts to call our Safeware Adjustor I located her email. I emailed her and received a response back stating that due to ********* **** closing the most they could do was offer the remaining cost I paid for my warranty after they deducted the cleaning which was $13. Under the warranty we purchased if a fix or repair is not possible they will offer a credit or a replacement, which they have not offered to do. Safeware seems to be the only one that is aware ********* **** is going out of business and closing as there is nothing on their website nor in their physical stores stating they are closing. $13 is not an acceptable amount given that I know need a new sectional as apparently cleaning it did not correct the issue we are having, and we purchased the warranty as we do have pets and children.

  

  Business Response

  Date: 01/20/2023

  On 12/18/2022 the customer reported a claim for pet damage
  (cat urine) on her entire sectional. Safeware assigned ******* ******* to
  service the pet damage on 12/19/2022 and ******* ******* scheduled with the
  customer for the following day 12/20/22. 

  A month passed before the customer reached out to her
  adjuster via email for help. She claimed the cat urine smell was still strong
  after the repairs. The claims adjuster responded according to her knowledge of ******** **** closing its doors soon, explaining the warranty refund, which did
  not make the customer happy.

  01/20/20/2023 Safeware authorized a reselection credit to
  ******** **** for the entire sectional and notified the customer.  Safeware discussed with the customer how she
  should proceed and why we decided to authorize the credit due to the cat urine.
  Provide the instructions in her email for ******** **** and the customer was
  happy with this outcome.

  Customer Answer

  Date: 01/20/2023

  While I agreed to the store replacement refund, it was due to the fact they offered no other alternatives. While the claim was filed and a service was schedule on 12/20 ******* ******* wasn’t able to come out to perform the clean until 1/4/23. I attempted to contact Safeware several times since 1/6/23 which was after the couch had dried to notify them the smell was stronger than it was prior to the cleaning. I was either hung up on or received no return communication until today 1/20/2023. I did not wait a month before notifying the company of an issue I notified them within 48 hours of the service being preformed there was an issue and was ghosted for almost two weeks. 

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

• Initial Complaint

  Date:01/01/2023

  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.

  I had my couch serviced under a warranty through Safeware, they were unable to get parts for it and are refusing to speak with me now, I have spoken to ******* ****** multiple times and was supposed to be receiving a follow up call to resolve this issue from a manager over 2 weeks ago. I have not received any call and have emailed and called and left messages with no return call.
  
  They haven’t fixed my furniture and now are refusing to speak to me. This is regarding claim number *******.

  

  Business Response

  Date: 01/04/2023

  *** ** ******* **** ********* ********* * ********.

  Claimant:  **** ******
  Claim #******* – Loveseat 

  
   09/22/2022 – Customer
  reported damages to his loveseat – The back rest of recliner was broken and
  leaning to the right side.
  10/14/2022 – Adjuster assigned
  a servicer to go out and inspect the damages on the loveseat.
  10/17/2022 – Per the
  technician’s report they found the wood snapped and they could have fixed it by
  repairing with L Bracket and screw, but the customer REFUSED the repairs.
  10/18/2022 – Adjuster inquired
  why the customer refused service.  The
  customer only stated the back was cracked and he didn’t think putting a piece
  in it was enough to get it fixed.
  11/07/2022 – The technician
  provided a more detailed report: The plywood that snapped in half is “likely”
  some sort of abuse by the customer but no way to confirm. Removed the
  upholstery, cut a piece of lumber 14x21/2 then drilled to match the original
  plywood. Glued and screwed in place then remounted the connecting bracket and
  reupholstered. Reinstalled the back. Customer was satisfied with the repair.
  12/02/2022 – Customer contacts
  adjuster implying that Safeware has not done anything to help him with getting
  his furniture repaired.
  12/02/2022 – Due to ******** **** closing soon, the adjuster followed protocol and sent email explaining
  that Safeware can only refund his Warranty price. However, per the contract “if
  any claims were filed during the time of the policy, that will deduct from the
  warranty price to be refunded.” In the case of this customer, there has been 2
  claims that exceed the warranty price and therefore he is no longer eligible to
  receive the total refund of warranty.
  12/02/2022 – Adjuster called
  but the voicemail was full and couldn’t leave a message.
  01/03/2023 – Customer filed
  BBB complaint.
  01/03/2023 – Safeware sent
  notification to ******** **** to provide a replacement credit if possible. We
  are not in control of the outcome from ********* *****
  01/03/2023 – Notified customer
  via email and phone call, customer was ok with this outcome. We explained that
  he will need to reach out to the Dealer, and it is their choice if they will
  honor the replacement credit or not. However, Safeware still cannot refund the
  warranty price on the sectional because there have already been claims filed
  and paid. Customer wanted to know if he can get the warranty refund for his
  other policy on his dining furniture. Adjuster explained since there were no
  claims filed on that policy, he will be able to obtain that refund through
  ******** ****. Customer confirmed that he understood.
  
  
  Claimant:  **** ******
  Claim #******* – Sofa

  
  09/22/2022 – Customer filed
  claim on sofa with damages as Rip in the cushion seat.
  10/07/2022 – Customer
  submitted photos that were requested by Adjuster.
  10/19/2022 – Adjuster assigned
  a servicer and servicer scheduled with customer for assessment.
  11/07/2022 – Technician report
  stated the rips on the left casing could not be repaired but the casings could
  be replaced.
  11/08/2022 – Adjuster placed
  an order for the casings from ******** ****.
  11/09/2022 – ******** ****
  notice sent out that they were closing, and the adjuster reached out to
  customer to inform of this new development and therefore we cannot complete the
  repairs/order parts. Instructed customer to reach out to ********* *****
  01/03/2023 – Customer filed
  BBB complaint.
  01/03/2023 – Safeware sent
  notification to ******** **** to provide a replacement credit if possible. We
  are not in control of the outcome from ******** ****.
  01/03/2023 – Notified customer
  via email and phone call, customer was ok with this outcome. We explained that
  he will need to reach out to the Dealer, and it is their choice if they will
  honor the replacement credit or not. However, Safeware still cannot refund the
  warranty price on the sectional because there have already been claims filed
  and paid.  Customer confirmed that he
  understood. 

• Initial Complaint

  Date:12/30/2022

  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 from ******** **** in Saint Louis MO which has cost me well over $1000 with taxes and interest($700 if I purchased with cash). The couch is now broken in multiple places, has a rip in the arm as well. I purchased the extended warranty so I can file a claim and get the couch repaired or replaced if issues occurred but safeware keeps blaming ******** **** for going out of business so they can’t get me the parts or a replacement and expect me to hunt down the parts, pay out of pocket and submit for reimbursement which is ridiculous. The only two options I have is to get a refund for the warranty which is $91 or to find the parts and the only description for the parts I have is right arm casing. I have asked for the technicians report but they declined to provide that. Both companies keep pointing figures and refer me to one or the other. I called ******** **** who advised that Safeware needs to send them information or documentation for re selection so I can get something comparable to what I have since they don’t have the couch I have anymore but Safeware has not sent it. If the warranty company is not willing to find the parts to repair the couch then they need to send the information so I can get the replacement. My adjust with Safeware has been no help and expects me to do her job. I’ve asked for the agreement documentation they have with weekends but can’t get that either as it’s internal information only. I want my couch replaced, I went back and forth for weeks and was told it’s not repairable, but weekends don’t have replacement cause there closing, now it’s repairable but they can’t get parts cause weekends is closing, I want the couch replaced and expect the warranty company to do it’s job.

  

  Business Response

  Date: 01/04/2023

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

  11/14/2022 - Customer filed a new claim for sofa damage:
  Plastic legs are broken, right arm fabric cut/ripped. Wood inside the arm rest
  is broken, middle and right support is also broken.
  11/15/2022 thru 11/22/2022 – Adjuster and customer going
  back and forth about confirming which part of his couch was damaged and to
  provide better photos.
  12/1/2022 – Assigned a technician to assess the damages of
  the couch.
  12/22/2022 – Technician provided their report: Right facing
  side of the seat platform completely collapsed and sitting on the floor. The
  right back leg has a crack in it and the right facing arm casing has a dime
  sized hole on the front. The right facing arm is collapsed on the outside edge.
  Quite a bit of damage for just normal use. Need 4 hours to reconstruct the
  right facing arm, reupholster the right facing arm, and replace the back leg.
  There were parts needed that could repair the sofa.
  12/22/2022 – Adjuster reached out to ******** **** to
  confirm customer spoke to them about ordering parts.
  12/27/2022 – ******** **** replied that they are no longer
  ordering parts due to the stores closing.
  12/30/2022 – Customer called Safeware and indicated that
  ******** **** informed him that they would honor a replacement.
  01/03/2023 – Emailed ******** **** for the replacement
  credit approval.
  01/03/2023 – Notified customer that we have authorized
  ********* **** for a replacement credit.
  01/04/2023 - Called and left voicemail about the email that
  I sent to him yesterday about the replacement credit. Asked him to return my
  call to confirm. Customer called me back within 5 minutes and confirmed that he
  received my email yesterday. Confirmed that he spoke with ******** **** and
  they confirmed the credit and provided additional instructions for him. Customer
  was satisfied with outcome.

  Customer Answer

  Date: 01/05/2023

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

  The company finally did what I wanted. The adjuster is nothing but a liar, this wasn’t resolved until someone else looked into it and resolved it in 5 mins, when the other adjuster Ms ***** did nothing and continued to lie and only tell me the things she couldn’t do.

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

• Initial Complaint

  Date:12/29/2022

  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.

  Claim number ******* was filed on 6/2/22 for my cooktop that broke down and was covered by Safeware Warranty company. Local Repair Tech from ****** ********** was sent out 6/14/22 to eval and order parts. Parts were backordered. Repair Tech came back on 7/6/22 with a new part but it did not work and another was ordered. The part was STILL backordered. Tech returned on 10/7/22 with another new part which still did not work. He returned again after speaking with tech support on 10/25, 10/31 and 11/09 with no successful result. We were told another new part was ordered and was AGAIN on backorder. I did not hear from them again until I looked up the order number on the Safeware website on December 5 and found the case closed. I attempted to call and left multiple voicemails which were never returned by my case manager, *** ******* I finally emailed on December 12 and got a response that the case was not closed but the repair company had been paid so it appeared closed. The repair tech at ****** has told us multiple time to "rest assured, they don't get paid until the job is complete". This is all seeming like a huge scam at this point and I have been without a functioning cooktop for 7 months. I just need a resolution please.

  

  Business Response

  Date: 12/30/2022

  Customer reported claim on 6/2/2022 for Cooktop made a loud pop noise and 3 burners quit working. Servicer was assigned and found part needed was on nationwide backorder through the manufacture. The repair company
  received the backordered part broken so part had to be reordered, again the
  part was placed on nationwide backorder through the manufacture. PER TERMS
  & CONDITIONS, since the delay is with the manufacture and not Safeware the
  customer was advised we would need to wait for the part to repair. Customer
  emailed adjuster on 12/29/22 requesting a resolution, adjuster located the part
  that was low stock but available. ****** was advised to cancel their part order and that Safeware would send the part directly to them with the ETA Jan.2. Customer was advised that the part ETA is
  Jan.2 and that the servicer has also been notified so they can schedule the
  install without delay. Customer was satisfied with the resolution.

  Customer Answer

  Date: 01/09/2023

  I did actually reach out to Safeware earlier. I called and left voicemails with the adjuster for my case on 12/8 and 12/9. When I received no callback I emailed on 12/12 and received the response that the part was still on backorder. 

  On 12/29 I reached out again because I feel like 7 months is too long to be without a cooktop that I purchased brand new and purchased the extended warranty in good faith that any issues would be resolved in a timely manner. At the same time, I left a negative Google review for the company. The adjuster reacted quickly at that time. She was able to locate a part and also told me she would check on the cost of replacement in case the part did not work again. I was told the part would arrive by Jan 2 and the repair company would come and install it. It has now been a week since Jan 2 and I have heard nothing. No follow up, no appointment, no notice of delay. This seems to be a trend - respond only when I chase and say what I want to hear without actual results.

  I was also asked to update my Google review since the issue "had been resolved" - yet I still do not have a functioning cooktop!

  I've now not had a fully functioning cooktop for the better part of a year and have had to make unnecessary adjustments to feed my family. This was a huge inconvenience throughout the holidays and all because I put my faith in the company I purchased a warranty through to take care of my claim. 

  I would like my cooktop replaced as I have zero faith that a part will arrive and if it does that it will even work. I am fed up with waiting on unfulfilled promises from a service that I paid for.

  Regards,
  
  
  
  *** *****

  

  Business Response

  Date: 01/10/2023

  Customers part did arrive but it came damaged. Spoke with customer and advised that a replacement credit will be issued to the dealer. Customer satisfied with the resolution. 

  Customer Answer

  Date: 01/11/2023

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

  Thank you to the account manager and business for the resolution. 

  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:12/28/2022

  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 *******.
  This is who I been dealing with, she is escalating it to upper management. I told her I don't want to cash the check for a refund if insurance that she is sending. I made the claim on 11/16.
  
  ******* ******* | Claims Adjuster 1
  Safeware, a subsidiary of One80 Intermediaries
  
  ********************* 
  **** ********* ***** ***** ** ******* **** *****   ###-###-#### EXT:****
  **************** *************************** We paid for the insurance and they do not want to replace the the furniture that we insured through them at weekends only furniture store. My phone number is ###-###-####. Thanks

  

  Business Response

  Date: 01/03/2023

  There was a typographical error in the original approval email sent to ******** **** for this reselection credit.  That was corrected and ******** **** has informed Safeware and the customer that the credit is the correct amount now which is the full $1,396 credit.  There is nothing further for Safeware to do and the matter is resolved.

  Customer Answer

  Date: 01/05/2023

  the insurance  company  was to  either  fix the furniture  or replace  it. Both has not been done.  The credit  they are trying  to give us will not buy anything  at that store as the prices  have been inflated 4 times  the amount on all items  in weekends only cause they are going  through  a bankruptcy.   When we paid  for the furniture  we got the insurance  to fix or replace  the items  at which  they have not done.. They need to give us a check for the amount of $1504.02  so we can actually  go get new furniture since the are not fixing  it or trying  to replace  it. To replace  it at ********  ****.  ********  **** price  for similar  furniture  cost $6000.00.  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/15/2022

  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.

  Attached is the document created with all correspondences with Safeware.
  We have made numerous attempts to get Safeware to work with their outsourced repair company who has done a poor job with repairs. The laptop comes back with additional problems if not immediately in a short period of time. The lack of care and concern for Safeware/PCR to support a college student with their need for this device is unacceptable. Imagine being a college student having to mail a laptop back numerous times due to poor repair quality. I am a triple business major in my senior year with no device relying on others and campus computers, not ideal and not what I purchased insurance on this device for. Thank you for you time, consideration, and support.

  

  Business Response

  Date: 12/20/2022

  Mr. ******** computer had initial warranty coverage of $1,699.  The first claim in
  January 2020 was for a cracked screen while in a bookbag.  Total cost to
  repair:  $590.00 leaving a remaining benefit of $1,109.00.  His
  second claim in May 2022 was also for a cracked screen that he noticed. 
  Total cost to repair: $544.39 leaving a remaining balance of $564.61.  His
  third claim was filed in August 2022 stating that there was a crack in the
  touch bar when he received his device back three months earlier and although
  that was repaired, there was a problem with retraction that he stated was there
  when he got it back.  This claim did not qualify for a rework because it
  was a different issue and the total repair cost was $467.57.  This leaves
  a remaining benefit of $62.19.  Attached is a timeline of all that has
  been done for this student’s computer.  The student has been provided
  video proof that the repairs were completed and the system operating properly
  each time it leaves the repair facility.  We have offered to send him the
  remaining benefit of his warranty or allow him to get it fixed and pay the
  difference between the warranty balance and the repair cost but he has refused
  both.  Safeware feels that this customer has been treated more than fairly
  because the repair facility has put in more than $700 in free parts and labor
  (over and above the warranty monies) just to satisfy this customer and ensure
  he has a working computer.  At no time has this device been deemed
  unrepairable and as a result, Safeware is standing by the last offer of
  refunding the customer the remaining benefit of the warranty or having him pay
  the difference between the warranty benefit and the cost for additional
  repairs.
  
  Attached
  is a complete timeline on this customer’s claims along with a full copy of the
  warranty terms and conditions.

  Customer Answer

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/06/2022

  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 through weekends only and the insurance plan with safeware insurance. We had an incident where we had to file a claim, which the claim was approved in early November stating it will be fixed within 2-6 weeks. I received an email today stating weekends only is going out of business and they would not be honoring the insurance claim anymore, after it has been approved and given a specific timeframe on when it would be fixed. They offered a refund of the policy we purchased, which is not acceptable, especially after being told it would be replaced. No one can convince me they did not know weekends only would be going out of business, and this completely explains why they have drug their feet this entire time. They need to honor what they said they would do and replace what they said would be replaced.

  

  Business Response

  Date: 12/07/2022

  Hello, being that the store where customer purchased furniture from was going out of business it would prevent repairs or replacement being completed as the dealer would be the one to source parts and or provide replacement. Under the terms in the warranty attached we at that point can only offer a refund of the warranty which is the amount the customer invested with Safeware as a claim cannot be completed. This was explained to the customer on 12/6/2022 and we followed up 12/7/2022 with a phone call to offer the customer attempt to get parts from Manufacture and we reimburse but customer was unavailable so we have to leave a voice mail. 

  Customer Answer

  Date: 12/12/2022

  I accept the business's response to resolve this complaint. *** from safeware got me the information to the manufacturer and will reimburse the money spent on replacement cushion and pillows.
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:12/05/2022

  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 our loveseat and two recliners in January 2022, based on the fact that ******** **** offered a warranty through SafeWare for pet damage, among other things. As we have dogs, this was extremely important to us and the deciding factor of purchasing these items. At the beginning of August, we made a claim through SafeWare for a minor bit of damage to the lid of the middle console on the loveseat. This claim still remains open, as this company is extremely slow moving with the repair process, as well as their communications, which typically take at least two days to receive a response. There is someone from SafeWare scheduled to come to our home to replace this lid on December 17th. In the meantime, we were traveling for Thanksgiving and came home to find that one of our dogs had damaged the seat significantly on one side of the loveseat when our dog sitter was apparently not paying attention. I immediately attempted to file a claim with SafeWare, but it would not let me due to the previous claim still being open. So I reached out directly to ******* *******, the rep from the company. She replied a few different
  times, asking about the damage and asking for photos of it, over the past week. Suddenly, this evening (12/5/22), I get a stock email from her stating that ******** **** is closing, and all warranties are now dead, and they will not be honoring the warranty or making any repairs. This is completely unacceptable! The only reason we purchased these items was because of the warranty! And now it is not being honored? ******** **** isn't even closed, or liquidating yet! They offered me the cost of my warranty, $232.00. This doesn't come close to the cost of the loveseat, and also doesn't explain why SafeWare won't honor the warranties they sold, even if ******** **** is going out of business! This is terrible, and we are completely devastated. We saved FOREVER for these items, and now it's ruined with no recourse??

  

  Business Response

  Date: 12/07/2022

  Hello, we have contacted the customer and left a voice mail to discuss further. Our terms and conditions state the following 

   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 ********* **** where the customer purchased from is now out of business and no longer honoring any parts/replacement the only option we would have would be a refund at this point. While we would like to get this matter resolved for the customer we hold no relationship with the manufacturers and they would be unwilling to provide any parts to us directly. 

  Customer Answer

  Date: 12/11/2022

  Warranty company claims that ******** **** is now out of business and therefore they cannot do right by the warranty.  However, just going to the ******** **** website I can see that they are NOT making this information public to anyone that they are closing, nor have they notified any of their customers about their imminent closure.  The only reason I have found this out is through the denial of my claim on the warranty that I paid in full for less than a year ago, with a warranty company that still very much has my money, as well as they are still very much in business.  ******** **** doesn't even have furniture discounted at this point, and is selling items as if nothing is different.  I find it very hard to believe that the warranty could not be honored, seeing as how every other part of both of these businesses is operating as usual at this time.  Again, why bother asking for photographs of the damage, as well as a description of the damage, to only be told "never mind, we're not honoring any of this."  Both companies should be ashamed, as this is quite the bait and switch.  Again, we would NOT have purchased this furniture had it not been for the "excellent" warranty that will cover "anything" (per the salesman), and now we're left with damaged goods that are less than a year old, and neither business will do right by their customer.

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

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I contacted Safeware about an issue I have with my couch. My first contact was November 21. They emailed us back on November 23 needing the serial number. I emailed them on November 26 with the serial number. We have yet to hear back anything. I have emailed two more times and called and left three messages. They never have a way to actually talk with someone. I need a resolution with my couch. The motor has stopped working and it is in the recline position.

  

  Business Response

  Date: 12/05/2022

  This customer has been contacted and arrangements are in place to lower the outstanding footrest on December 6th.  In addition, a new motor has been ordered and a technician assigned for installation when new motor is received.

  Customer Answer

  Date: 12/05/2022

  I accept the business's response to resolve this complaint. I received a call from a lovely lady named ******. She resolved my issues right away. Excellent customer service. Thank you for turning my bad experience into a good one. 
  
  Regards,
  
  
  
  ******* ******