Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  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.

  I have an extended warranty with Safeware for my elliptical trainer contract # *** **********, valid through 10/30/2023.
  
  I filed a claim with Safeware Nov. 3 regarding a break on the right foot pedal on my elliptical. It remains unresolved and with no clear timeline for its resolution.

  

  Business Response

  Date: 11/23/2022

  11/2/22 - Customer submitted a claim on the Elliptical for a
  broken pedal.  
  11/7/22 - Adjuster
  assigned the repairs to 2nd Wind on 11/7/22 (SLA 3 business days).
  11/10/22- 2nd Wind did not respond within the SLA time so the adjuster canceled the call and reassigned.
  11/10/22 -
  Adjuster reassigned the repairs to servicer Fitness Distributing and they
  scheduled with the customer and provided service on the elliptical.
  11/22/22 -
  Customer reported a new issue that was not a part of the current reported issue
  of the “Broken Pedal. Requested to add onto the existing claim.          However, a new
  claim will need to be filed.
  11/22/22 - The
  adjuster informed the servicer to reach out to the customer for more information
  on the new issues so a new claim can be processed. During this call the
  servicer indicated that customer has called multiple times about service, but a
  part needs to be ordered and that takes some time to arrive.
  11/23/22 – Critical
  Response Specialist reached out to the technician for Fitness Distributing and
  requested a copy of the service report, left a voicemail.
  11/23/22 –
  Critical Response Specialist called the customer to inquire about the new
  issues so they can file a new claim to be opened so both claims can be serviced
  by the current technician. No answer, left a detailed voicemail
  for a call back.

• Initial Complaint

  Date:11/15/2022

  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.

  We purchased a reclining sectional from ******** **** in June 2021 and we purchased the service warranty for this item. In September of this year one of the units stopped working and stopped reclining as if no longer powered. We were informed by ******** **** to file a claim with safeware for this as they are the company handling the warranty. I initiated a claim in mid September for this but almost 7 weeks later still have not heard from an adjustor. When I call the customer service number is says the claim is being handled by someone but when I go to their extension's voicemail to leave a message it says they are out of town for labor day so I don't know if I have been assigned an adjustor who is no longer with the company. There is no way to reach a live person in the voicemail system. It says the claim is pending information from the customer but I have not received any messages or emails requesting information. I would like this company to honor the warranty we purchased and repair the sectional.

  

  Business Response

  Date: 11/16/2022

  Customer, ***** ***** was contacted yesterday and the issue is being resolved.  Either the armless reclining chair will be repaired or replaced depending on availability of parts.  Customer agreed this was a reasonable solution and would accept this.

  Customer Answer

  Date: 11/17/2022

  The issue is still not resolved and no followup contact has been received to indicate what will happen for sure.  Also in paper yesterday article indicates business, ******** ***** is going out of business and liquidating inventory so not sure how this will impact the ability to get a new piece of the sectional as Ms. ******** indicated.  Also during conversation with Ms. ******** she indicated that texts were sent to me requesting more information.  I have reviewed my phone history and nothing was received other than a survey on October 20 to evaluate the call I made to them.  My phone number is correct in their records as every time I have called in it recognizes the claim and then transfers me to the rep assigned.  I also learned this rep was no longer with the company so no one was even handling my claim.  While I appreciate Ms. ******** attempting to resolve this I feel it is premature to accept this resolution as reaching their organization has been next to impossible and I am clearly concerned this will continue in the future.   
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/09/2022

  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.

  Around 10-15-2022 i notice that my leather couch was spitting and peeling I have attempted several times to try to get a call back because the computer at the time would not let me submit a claim that way I got told within three days someone would call me never did resubmitted my claim on 11-09-2022 but was disconnected so now I have no idea what’s going on

  

  Business Response

  Date: 11/10/2022

  Customer submitted a claim for the recliner will not recline on
  8/16/22. Adjuster sent out ********* ********* ******* and PER THE TECH REPORT:
  The bone switch shorted out. I replaced the switch with one from my stock. No
  other issues.
  Customer submitted a second claim on 11/9/2022 for leather
  cracking and peeling, PER CUSTOMER when sitting on couch it cracks and peels. The
  adjuster denied the claim on 11/10/22 and the customer was notified of the
  denial.
  On 11/10/22 Critical Response Specialist reached out to the
  customer to explain the denial and the terms and conditions, left voicemail
  requesting a callback.
  
  TERMS & CONDITIONS(ATTACHED): 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. For fabric, leather and vinyl
  upholstery and rugs: All accidental stains including, but not limited to, those
  caused by food and beverages; nail polish and nail polish remover stains or
  damage; human and pet body fluid stains; ink and marking pen stains; candle
  wax; jean dye transfer; paint; bleach. Accidental damage (single incident
  coverage): all pet damage; punctures, rips, tears and burns; cracking and
  peeling of leather

• Initial Complaint

  Date:11/03/2022

  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.

  This business approved our claim. They closed the claim stating I did not reply. I have several emails, phone call attempts, etc.
  
  No one returns my emails.
  
  There we’re supposed to order new furniture coverings. One for an ottoman and one for a chaise.
  
  Claim *******

  

  Business Response

  Date: 11/08/2022

  Customer submitted three claims, one was denied for accumulation
  of damages. The current claim *******, a
  servicer was sent to access the damage and advised that fabric is needed to do
  the repair.
  9/13 The adjuster reached out to the customer to
  discuss the tech report, had to leave a voicemail requesting a call back.
  11/7/22 Critical Response Specialist called
  customer and left voicemail requesting a callback with direct contact information. An email was also sent to
  the customer [email protected] by the critical response team. No response from customer at this time.

• Initial Complaint

  Date:10/14/2022

  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.

  I had an issue with my treadmill, on which I had purchased safeware's parts and labor warranty. I filed a claim with safeware. It took safeware more than a month to find a servicer to do the repair. The servicer (*** ***********) came out and examined the treadmill. The technician then told his office which part he needed to make the repair. I was told that the part will be delivered to my home and to call him back once the part arrives so that he can come out and install it. Once it arrived and he came out, he said that his office ordered the wrong part. Safeware then tells me that I have exceeded the $999 cap on my benefits and they offered me a cashout of the $999 minus the servicer's costs (diagnostic fee and the wrong part). I reached out to the servicer and arranged for a return of the part so that it is not deducted from the cashout. The servicer agreed to remove it from their invoice to safeware once the part supplier confirms receipt of the wrong part, and they also agreed to reimburse my shipping cost. However, my issue stems from the fact that the servicer is saying that I must pay for two visits and the technician's mileage/gas costs, totaling to $295. They said they normally charge $195 for one visit. I am willing to accept the $195 because diagnostic fees are mentioned in the terms in conditions. However, charging safeware and, by extension, me for two visits is unacceptable. The servicer (*** ***********) refuses to speak to me about it and says I must take it up with safeware (they literally hang up in my face if I call). Safeware is refusing to remove the servicer's second visit charge from my cashout even though the servicer admits to being at fault for the wrong part and second visit.

  

  Business Response

  Date: 10/14/2022

  8/16/22- Claim was submitted to Safeware, unit will not turn on and
  call was assigned to servicer.
  8/25/22-Adjuster was notified that the servicer doesn’t service
  the customers area.
  8/31/22-Adjuster spoke with customer and advised our service team
  was looking for a servicer in the area.
  9/8/22-Adjuster spoke with customer advising that she was still
  actively trying to locate a service provider.
  9/9/22-*** was assigned for service and customer was notified.
  Estimate was submitted but wrong part arrived.
  The servicer was able to return the part and the customer was offered
  cash settlement in the amount of $724.99 after the diagnostics and second trip
  was paid to the service provider.
  ******** ******** called and spoke with customer to explain the deductions
  and per terms and conditions(attached), that each repair is deducted from the
  purchase price of the unit and that the policy is a repair policy so the
  servicers must be paid.
  Customer states he has legal counsel and that he would seek
  litigation for the $80 he believes is owed. Customer was advised that once a
  lawyer is attained, he would need to have them reach out to Safeware legal department.
  
  3)LIMIT OF LIABILITY: Our limit of liability for Your
  Covered Product under the Repair Plan is the cost of authorized repairs, or
  replacement as determined by Us, with a product of similar features. In no
  event will our total liability for repairs or replacement exceed Your purchase
  price for the Covered Product, excluding SW_20027_08-2016 Page 4 of 9 sales
  tax, diagnostic fees, delivery and installation costs. Upon replacement, there
  is no longer any obligation for the replaced product under this Agreement.
  SERVICE COSTS, TRIP CHARGES, BREAKDOWN CHARGES, INSPECTION FEES, DIAGNOSTIC
  FEES OR ESTIMATE CHARGES FOR REPAIRS NOT COVERED UNDER THIS AGREEMENT ARE YOUR
  RESPONSIBILITY
  
  3)LIMIT OF LIABILITY: The limit of liability under the
  replacement plan is the value of the Covered Product at the time of purchase,
  excluding sales tax, diagnostic fees, delivery and handling. This Agreement
  shall expire upon issuance of Your refund check or replacement of product.

  Customer Answer

  Date: 10/14/2022

  I should not be responsible to pay for the servicer's mistake. If the servicer mistakenly orders the wrong part and mistakenly sends their technician out, how is that my fault? Why am I paying for the technician's time, gas, and mileage to come out? I did not order the part. The servicer is responsible for paying for the mistake, not me. 
  
  
  
  Regards,
  
  
  
  ***** ************

  

  Business Response

  Date: 10/24/2022

  Hello, due to the limit of liability we must adjudicate to we would not be able to allot any additional benefits. 

  Customer Answer

  Date: 10/24/2022

  So, essentially, you agree I was wronged but you are freeing yourself of liability by mentioning the limit of liability from your terms & conditions. One thing you should know is that any company that wishes to maintain customer satisfaction and operate ethically, is supposed to do what's right not just what's legally protected. At one point in time, slavery was legal and it was the wrong thing to do whether legally allowed or not. You know I was ripped off by Jez and for the technician's second visit and yet you still paid them for it and you deducted it from my benefits. This is clearly wrong, whether it's mentioned in your terms & conditions or not.   
  
  
  
  Regards,
  
  
  
  ***** ************

• Initial Complaint

  Date:10/04/2022

  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.

  In August of 2018, we purchased an Electrolux Washer and dryer from Metro Appliances in North Little Rock, Arkansas. We also purchased a 5 year extended warranty from Safeware. Since the purchase of the washing machine, we have had 4 issues with this washer. Three of the issues have had the same error code(E 35) and problem. The most recent occurrence was around September 19, 2022. We called the selling dealer to report the problem who in turn referred us to Safeware. I called Safeware to be advised that a claim number was generated:Claim number *******, and were assigned to the critical care team associate by the name of *** ******. Her phone number is ************-ext. 5210. By the way the model number of the Electrolux washer is *********** and the serial number is **********. I have called on 3 separate occasions trying to explain that we are without a washer and my wife is having surgery on October 7th and in addition we have a disabled adult child that we are sole caretakers of, which means I will be the lone caretaker for 2 debilitated family members for the next several months. As of today, October 4th, I have not received a response from *** ******. To add insult to injury, the repair company selected is unable to even come to make an assessment of the problem until October 25th. These cumulative issues are not acceptable to me. Today we went to the selling dealer of the original Electrolux washer to try and find a solution. We were offered $250.00 off the purchase of a new washer of which we accepted. However, we are requesting a refund of the difference of the original purchase price of $1000.00 minus the $250.00, since we have had 3 problems with the exact issue and trouble code. We are requesting $750.00 from Safeware as Safeware has not acted in good faith on this recurring problem that makes the washer unusable and there has been zero contact from the Safeware adjuster, *** ******.

  

  Business Response

  Date: 10/06/2022

  9/26/22- Customers claim was submitted to Safeware by the
  customer.
  Service information was sent to Metro Appliance of Little
  Rock (self-service dealer). Metro has serviced the customers prior claims
  without issue. Customer was notified of the service by the adjuster.
  Customer was contacted by Metro Appliance to schedule the repair. Customer rejected service appointment because of the scheduling date. (Safeware cannot control the schedule times of the servicers)
  Metro service manager emailed Safeware advising they would be in the customers service area on 10/25. Metro
  was advised by Safeware Appliance Advisor same day that they would need to move
  forward with the repair since the policy is a repair policy and not a replacement.
  
  
  12/5/2019-
  (Service by Metro Appliance) leaking (no codes mentioned) replaced drain pump, clamp recirc pump
  2/2/2021-
  (Service by Metro Appliance) drum is hitting side of washing machine (no codes mentioned) replaced damper & boot
  11/10/2021-(Service
  by Metro Appliance) error code 35, replaced water valve & pressure sensor
  9/26/2022-(Assigned
  to Metro Appliance) error code 35 may not be draining
  
  Safeware approved repair only and not replacement. Replacement
  is only an option when: 1) the unit is deemed not repairable. 2) the parts for
  the repair are discontinued and the unit cannot be repaired. 3) the unit is
  deemed a “lemon” the same exact part is replaced three times and needed a
  fourth.
  
  PER TERMS & CONDITIONS: (ATTACHED)
  III. REPAIR PLAN 1) TERM: For the Repair Plan the term of this
  Agreement begins on the date of purchase or actual delivery date of the product
  and continues for the period indicated on the face of this Agreement or as
  indicated in the Declarations Page, Your sales receipt or invoice. Coverage is
  effective upon the expiration of the shortest portion of the manufacturer’s
  warranty. In the event Your Covered Product is being serviced by an authorized
  service center when this Agreement expires, the term of this Agreement will be
  extended until covered repair has been completed. THIS AGREEMENT DOES NOT
  REPLACE THE MANUFACTURER’S WARRANTY. 2)COVERAGE: Parts will be replaced with
  those of like kind and quality at our sole discretion. We may use new or
  remanufactured parts in repairing Your Covered Product. If the Covered Product cannot be
  repaired, if the cost of the repair exceeds the original 

  Customer Answer

  Date: 10/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18168981
  
  
  
  I am rejecting this response because: Safeware Co. has not answered any of my concerns with fiduciary responsibility to me, the purchaser of the defective Electrolux washer.

  some incorrect items in their response are: I contacted Safeware as instructed by Metro Appliances, not on my own volition.

  I was notified by a text message from Safeware of a scheduled appointment by Metro Appliances on 9/29/2022. There was no one that called or showed up from Metro on 9/29/2022. I called the next business day to be informed that 10/25/2022 was the first opportunity for an appointment by the servicing repair facility. I did not cancel the appointment and in fact said to keep the appointment as I was going to contact Safeware. This is more of my frustration with Safeware as there was never any contact from them after any of my 3 calls to the adjuster assigned to my case(*** ******). 30 days with no washer is not reasonable for anyone to have to deal with especially given the circumstances mentioned in the original complaint. No other repair facility was offered to perform the warranty in a reasonable amount of time.

  By the way this washer was serviced under the manufacturer warranty for error code 35, so this makes the 3rd time for the same trouble code, which qualifies in my state for a lemon problem. There is nothing in a lemon law about the exact same part.

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

• Initial Complaint

  Date:09/14/2022

  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 Whirlpool cook stove & a 5 year warranty on April 1, 2019 from Hefner Furniture & Appliance. The oven went out 3 weeks ago. I contacted Safeware the company through which I purchased the warranty & I was given a claim number (*******). I've made several phone calls to no avail. The person assigned to my complaint is at extension 5221. I've left several messages & he still has not returned my calls. My agreement reference number is **********.

  

  Business Response

  Date: 09/15/2022

  Hello, Safeware spoke with the customer and have assigned this claim for service as outlined in the terms and conditions as this would be a covered event. We have also updated customer accordingly and provided manager contact info. 

  Customer Answer

  Date: 09/23/2022

  Hello Ms. ******, I'd like to say thanks for lighting the needed fire around Safeware, which proved instrumental in getting then to honor the extended warranty I purchased.The repair guy arrived this morning, my oven is working,  my wife is happy, & my life is once again, back to normal.Thanks again,***** *****

  Customer Answer

  Date: 09/23/2022

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details: ***** *************, ***** 18028556 The Safeware Insurance Agency Inc.Sep 23, 2022 2:16 PM

• Initial Complaint

  Date:09/13/2022

  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.

  In August of 2021 I submitted a claim for furniture, the company is an insurance provider. After being unable to find a claim status update I proceeded to contact the retail location where I purchased the furniture in December of 2021. After not hearing back, the retail representative was able to file a claim on my behalf in March 2022. At that point in time I received a number of emails, with my prompting, to inquire about the status. Safeware’s representatives put my claim on hold numerous times claiming they hadn’t received photos and/or explanation of damages even though both had been provided numerous times by myself and the retail representative who assisted me. After months of providing information and sending a repair technician to my home for assessment (the technician deemed the furniture to require replacement due to the extensive damage), Safeware only partially approved the claim even though all damaged were supposed to be warrantable. In July 2022, 4 months after the claim was opened (Safeware says they never received claim requests in August or December 2021), a payment was issued for $300 for partial coverage of the damages to the furniture in question. Also, in July 2022 a motor was received to my home (apparently 1/2 that was ordered) even though the motors were not the issue at hand. The claim status on Safeware’s website shows pending status. I have emailed the contact from Safeware on 4 separate occasions without a reply or further assistance and now 6 months since this claim was opened, I am still without complete resolution in this matter.
  
  They claimed that the damages were wear and tear and not “single incidents” however the entire motor assembly and wood from both headrest units fell and punctured the back of the sofa units as an example. Photos attached.
  Move been relying on the retail representative for assistance in contacting Safeware because they have been completely unresponsive.

  

  Business Response

  Date: 09/14/2022

  Contacted customer, *********, and went over claim and coverages.  It was determined that Safeware would approve a reselection credit of $2,999.95 which is the remaining benefit on her warranty as a courtesy for the issues experienced in adjudicating her claim.  The customer has accepted this resolution.

  Customer Answer

  Date: 09/14/2022

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

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 filed an on claim after talking to an associate on 7/20/22 and today is 9/9/22 and yet to have a service provider come take a look and fix the problem. Please don’t waste your money on this company. I feel like I have been scammed and plan on taking legal action against the company. They don’t pick up the phone and I have kept very good records. Lawsuit coming against this scam company. My claim # is *******. So please don’t purchase this insurance total waste of money.

  

  Business Response

  Date: 09/12/2022

  Customer filed claim on 7/20/22.  No servicer was available in his area so on 8/5/22 Safeware proceeded to locate a Servicer in his area and provided a credit card to complete repairs; however, servicer never contacted customer. 

  When Safeware had not heard anything further from the customer until 9/9/22 so it was assumed the work was completed and the credit card charged.  As a result of marking the file as "Work Complete", the customer called in and advised that the work had never been done and he had not been contacted by the servicer.  At that time, on 9/9/22, the adjuster advised the customer that he would also be able to contact a servicer on his own to get the repairs completed and unless the repairs exceeded $1,000.00, the customer could move forward without further authorization.  He was then to email his paid invoice for immediate reimbursement of repair costs. 

  On 9/12/22, the adjuster reached out to the customer to see if this was an acceptable resolution and if the customer was going to get his own servicer or if he needed Safeware to continue searching but as of now, there has been no response.  We are waiting on the customer.

• Initial Complaint

  Date:09/07/2022

  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.

  I purchased a sofa, loveseat and a recliner from Furniture Mart in Fenton MO. The brand name is Southern Motion. My plan number is **********. I filed a claim on the sofa about 3 weeks ago and my claim has been denied. I have had the sofa since Jan of 2022. My dog was wet and laid on the sofa and messed up both the middle cushion and the right side cushion. Also on the arm the piping has been chewed. When I purchased this insurance I was told that things like this would be covered. My claim with them has been denied. I am so upset
  
  I have sent them all of the requested pictures that they needed and they are still denying it

  

  Business Response

  Date: 09/08/2022

  Claim ******* - On 8/18/22 customer called in claim with the
  following description of damages:  “Sofa –
  middle cushion and right side facing leather is scratched either dog or defect
  in leather, right side facing binding on armrest is torn in couple spots.” 
  8/18/22 - The adjuster requested photos which were received
  on 8/26.   At that time the adjuster emailed and called
  the customer for an explanation of how the damages occurred which had been
  reported.  A review of the photos
  provided indicate long term dog scratches on a seat cushion and cracks on armrest
  piping. 
  9/6/22 - The customer responded on 9/6 stating “it is
  discoloration of leather and she tried to file a claim with the dealer but they
  denied it.”  The adjuster advised that
  this type of damage is not covered under the warranty so the customer then
  stated that the damage may be from her pet but she did not know how it
  happened.  She was advised that the
  warranty only covers single incident, accidental damage and not over-time
  damages.  The customer then advised
  Safeware she would be contacting the dealer.  A denial notice based on over time damages was issued on 9/6/22. 
  A copy of the warranty and a photo of the damages is
  attached.  This claim was correctly
  denied and will remain denied.