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:08/22/2022

  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 all matching kitchen appliances for a new build from ****** ********* on 12/19/19 along with a 5 year extended warranty from Safeware. On 08/08/22 my GE French door fridge went out. Safeware sent out two different repairmen to fix the fridge but apparently all of the parts are not available at this time. Safeware then said they would send us a check for the original price of the refrigerator ($1799.95) minus the repairman charges. This same refrigerator today costs $3299.00 from the same appliance store. I can’t afford to come up with the difference to buy a matching refrigerator and now Safeware will not even refund the full price of the fridge much less the taxes I had to pay on top of it. I lost over $1000 worth of food and they only reimbursed $300 and they even tried to deduct that from my replacement check. I need this resolved so I can buy another refrigerator and no supervisor will call back to help us come to a resolution.

  

  Business Response

  Date: 08/23/2022

  Hello, while we understand the customers frustration we have a limit of liability which is the price the customer paid for the item not including tax, delivery and any other fees charged by the dealer. If a replacement becomes necessary the customer would receive the amount of liability less any servicer fees as we cannot over indemnify the customer as we have a fiduciary responsibility to the carrier. This claim was adjudicated correctly and at this time there are no other benefits that can be offered.   

  Customer Answer

  Date: 08/29/2022

  on 08/23/22, *** ****** Critical Response Team Specialist from Safeware called me to resolve this issue. She offered full reimbursement of original purchase price ($1799.95). She then said she would email me the form to fill out for direct deposit. I still have not received the email, a check, or direct deposit as of today. I called *** ****** back and left messages on the following dates/times: 8/24 @ 1430, 8/25 @ 1400 & 1600, 8/26 @ 1420, and 8/29 & 1529, with no response from her or Safeware at all. I also got on the Safeware website on 7/27 and filled out a Contact Me form requesting assistance from anyone in the company that might be able to assist in the resolution of this claim and still to no avail. I would really appreciate help to resolve this matter ASAP so I can go purchase another refrigerator for my home. I have now been living out of mini fridges and ice chests for 3 weeks.
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 08/30/2022

  Hello, the customer did in fact receive the full liability remaining on this item. There was a 5.00 check fee that caused the amount to be 1794.95. 

  Customer Answer

  Date: 09/06/2022

  I still have not received a check from this company. I do not wish to close this complaint until completely resolved.
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 09/08/2022

  The Safeware adjuster contacted the customer on 8/30/22 to advise the check had been printed and was being sent that week.  Customer advised she would remove the complaint as soon as check was received.  Attached is a copy of the issued check.

  Customer Answer

  Date: 09/09/2022

  I accept the business's response to resolve this complaint. I finally received the check after 4 weeks.
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/12/2022

  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.

  Description:
  My wife and I purchased additional coverage on a sectional sofa that I purchased 2 years ago, the cost
  of which was several hundred dollars. We filed a claim for
  accidental damages on one of the sofa cushions. Safeware replied that it was " wear and
  tear and was not covered. I disagree with this categorization since the damage is several
  holes and the leather around it is unblemished (pictures attached) this is not the
  result a of wear and tear. This section of the sofa gets little use and the damage was not
  the result of "wear and tear" as Safeware chose to label it in order to deny the claim.
  Safeware reply:
  You recently filed a claim for 3wear and tear of seat cushion ´on your sectional Sofa. After
  review of the photos and explanation of damages, Safeware has determined the damage
  happened over a period of time from normal use and not from a 3single, one-time ´
  accidental incident, which is outlined in the contract. The policy does not cover the gradual
  wear and tear breakdown or cracking and peeling of leather, bonded leathers, or any other
  covers or materials. The policy is for accidental damage caused from a single incident but not
  accumulated damage from continual or multiple events or damage that cannot be
  attributed to a single occurrence. Unfortunately, this is not something that Safeware is able to cover.

  

  Business Response

  Date: 08/17/2022

  Customer was contacted to provide additional information
  regarding the claim.  Upon receipt of
  this information, it was determined that the claim should be reopened and
  adjudicated.  Safeware has agreed to
  complete the repairs and customer has accepted this resolution.

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:08/11/2022

  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.

  My Safeware refrigerator extended warranty was purchased in July 2014. This is a 10-year full coverage warranty. The only limitation is that repairs cannot exceed the original price of the unit ($1,199). The refrigerator compressor failed and was repaired in April of this year (2022) at a cost of $1,189.75. When I tried to file a claim I was told by Safeware that the warranty was now being handled by 4warranty (Fortegra) so I submitted the claim and invoice to them. After several follow-up calls, 4warranty finally paid me $250 claiming the warranty was limited after the first five years. I objected and sent (at their request) a copy of my warranty to them. After much back and forth they told me that my warranty did not apply because it was transferred to 4warranty and that their warranty now applied. I asked for a copy of this "new" warranty but they said they couldn't send it to me and that I needed to work with the original seller of the warranty (Metro Appliance in Oklahoma City). Metro told me I needed to talk with Safeware, Safeware told me to talk to 4warranty, 4warranty told me to talk to Metro and so on. I feel that since the original warranty was with Safeware that they are responsible for the repairs.

  

  Business Response

  Date: 08/12/2022

  Customer
  filed claim number 8182194 on 11/09/2020 for leaking in cooling system. Customer
  was advised to contact Fortegra for the repair.
  8/12/2020
  Escalation Specialist contacted customer and left voicemail providing contact
  information for the underwriters, Fortegra.
  
  
  **As
  of March 2020 the underwriter, Fortegra, has legally become the party responsible
  for filing and processing claims for policies purchased before March 2018.**
  
  Fortegra/4Warranty
  Contact Information
  Telephone
  Number: ************  
  Email
  Claim Filing: ***************************    
  24/7
  online claim submission portal:  **************** 

• Initial Complaint

  Date:08/04/2022

  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.

  I bought an extended warranty from this Company through *********** for a ***** **** Fire Oven. I called and filed the claim. They told me they would get back to me in two days at the latest. I called 4 days later and found out they gave it to someone who was on vacation. **** ****** came back from vacation and called me after a full week. He told me he was too lazy to call ***** **** and find a repair Company. So, I agreed to do it. and set up an appointment. But they wouldn't do it without payment.
  
  **** sent me an email with his direct phone and email address. Nowhere in this email did it say anything any other Insurance Company I have ever dealt with all provided in terms of information.
  
  It should have said your claim is approved. Please have service person contact me directly and I will set up payment ASAP, or if you prefer, you may have it repaired and send the invoice to........for reimbursement...etc
  
  I called ***** ****, found the repair Company and they called **** ****** to set up payment. **** ****** never returned their calls. He won't answer his phone, return my calls answer my email...he must be back on permanent vacation.
  
  My Attorney friend says this guy is DEFINITELY trying to rip me off and everything he is doing breaks their own contract.

  

  Business Response

  Date: 08/06/2022

  Customers claim was created on 7/26/22 for electrical issues.

  Adjuster spoke with customer on 7/29.

  On 8/1 customer was notified that Safeware was looking for a service technician in the area. 

  8/5 Customer was contacted by Supervisor by phone and email. 

  8/6 Customer was advised the policy price would be refunded and his lawyer would need to contact Safewares legal team.

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

  Customer Answer

  Date: 08/08/2022

  As soon as these Criminals found out how much the repair on this Contract would be, the Criminals pretended that they have a legal right to return the money I paid for the Contract. You can not make up the length these Corporate Criminals will go to, rather then pay off a simple claim. These Criminals made no attempt what so ever to hide the fact that they had no intention to pay off this simple legal claim on an indisputable contractual obligation. They are praying I will sue them in conciliation court and they suffer no further harm for illegally choosing to deny this contractually indisputable claim. They are not an honorable, ethical respectable, believable or in any way not a scam Corporation. Don't ever purchase a scam insurance policy from these Criminals. They will make you sue them rather then just meet their contractual obligation. Also, watch out for *** ******. If they assign this to **** or *** ******...they are going to break their contract...like only Criminals do. Please refrain from purchasing from *************** as well until they quit selling these scam contracts form the Criminals at Safeware Insurance Service.
  
  
  
  Regards,
  
  
  
  ****** ****

  

  Business Response

  Date: 08/10/2022

  The claim is still open and Safeware approved repairs for the servicer that were located by the customer. 

   No refund was provided but we did offer if customer was not happy with service option as outlined within the terms and conditions. Customer advised they contacted a lawyer on this matter. At this time the customer still has an active policy. 

   

   
  
  
  

  Customer Answer

  Date: 08/10/2022

  
  
  WOW! What Criminals and liars this Company is full of. The Policy is not canceled. The Criminal Rep of Safeware, *** ******, illegally said she was going to return the money I paid for the warranty instead of doing what they are legally obligated to do BY LAW...HONOR THE CONTRACT! They are Frauds, Scammers and Criminals. Don't ever buy from *********** who sells these policies and never let them scam YOU with one of their phony policies. America has more people locked up then any other Country in the world...so why are all the worst Criminals working for Corporations committing endless felony fraud and theft and NEVER GET LOCKED UP? Because this is not a Country of laws. It is an Oligarchy of lawless Corporate Criminals who do whatever they want and never suffer any Criminal charges for their non-stop Criminal acts. Safeware is just another perfect example of these Criminals and how they feel safe to steal and commit fraud every minute of every day. Fortunately, I can sue them for millions in District Court and hopefully close them down so they can't sell any more of their fraudulent policies...it's the only thing we can do against Corporate Criminals like these.

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