General Building Service Corp.

Good Evening, we sincerely apologize for any delay in the claim processWe have experienced an extremely high volume of claimsWe have called and authorized a total replacementWe also left a voicemail at the number provided with detailsPlease let us know if you have any questions

Truly apologize for the delay, discovered there was a delay with the servicer and getting the the tech report from themI don't want to try and explain the delay away , as ultimately we do have to be accountable for the servicersThe parts have since been ordered and will be shipped directly
to the customerThe examiner has reached out to customer to explain the next steps, and the manager will be tracking on thisThank you

The last time we spoke with the customer was on 8/17/16, the customer called in inquirig about his parts. We let the customer know we would contact the store to see what the ETA on his parts wereWe were informed on 8/19/that the parts were delivered to the customers home, at that
time we called the customer and left him a voicemail providing him that information and asked him to call us backUp until now, we have not heard from the customer to resolve this issue with his furnitureWe have called the customer today and left him a voicemail to go over his options of a replacement

the only email received stated there is no update and they are still working on a resolutionThere have been no phone calls or voicemails receivedI know for a fact the parts were not ordered because the manufacturer does not make them anymore, which I discovered by calling them myself since I have not heard anything since January

Our apologies for any delay to the customerWe made contact with the customer and the dealer to update and resolve this matterCustomer was pleased with response and so too was the dealerServicer should be reaching out to schedule with the customer

We sincerely apologize, we unfortunately are at the mercy of the manufacturer with parts and realize this was an unacceptable wait time, we have spoken with *** *** and relayed that we were going issue a retail credit of $since two of the items were damaged and cannot be
replaced I verified her email and informed her she will receive a retail credit letter, and apologized for the delay.Please let us know if we can be of further assistance

[This To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The appliance is still not repaired.  A service technician did finally call on 8/11/16 and scheduled a time window to come out on 8/12/16.  The service technician did come out that day (although late, and without the courtesy of call), and he was unable to repair the appliance. This technician did not seem knowledgeable about this product (refrigerated beverage dispenser) and he even brought his son with him to the service call!  The technician advised that he would need to get authorization to order parts and would call back that afternoon.  No call was received that afternoon.  We called him back several times earlier this week, and had to leave a message each time.  We were finally was able to reach the technician today, and he said he had been waiting on a response from Safeware.    At this time, and as far as I am aware, parts are supposedly on order.   And as I stated earlier, the appliance is not repaired.
Regards,
[redacted]

We  spoke with dealer and servicer and they explained that parts should take about two and half weeks approximately.   The parts are being shipped directly to the customer and once they receive them, we will get a tech out there to install.  I contacted the customer and gave him the ETA and he is okay with everything.

I am in agreeance with one thing stated in the reply. An appointment was made and a technician was sent to my house and I was not there. What was not stated at all was that I was told the day before the scheduled appointment I would get a time confirmation phone call. One that never got made. That...

Friday, the scheduled appointment day I received a call stating the technician was at my house and would wait 10min before he departed. I was shocked and confused by this as I had no idea I was the one that was putting someone else out. Im an active duty Air Force MSgt and like most other folks cannot just drop what I am doing. This is why I tried to set up a time in which I would be available that matched the availability of the technician. I do not wish for a reply or any more phone calls from this company. I only get calls during work hours and I work in a restricted area where I am unable to bring my phone into. I will try my best to set up another appointment for service and hope I get a conformation call this time. Highly dissapointed with this company and will do my best to ensure no one else gets scammed out of their extra money. 
Regards, [redacted]

Thank you for your assistance and quick response.  I wish we could have avoided this step, however we are pleased to accept your resolution with credit of 1404.22Sincerely, Mrs. [redacted]

We just heard back from the dealer this morning that cushion cores are no longer available. My resolution specialist is calling the dealer to authorize a replacement, and will follow up with Mrs. [redacted] as well.

Spoke to "[redacted]" who purchased the chair from [redacted] "Our Customer" We informed [redacted] we are offering a cash settlement for $567.80 on the claim. We also informed [redacted] we would need letter from [redacted] stating he is the owner of the chair before we can put it in his name. [redacted] informed us he would...

contact [redacted] and call us back.

A replacement has been arranged with customer to resolve this issue. Thank you

Hi [redacted] , We have talked to Home Decor twice today with No callback from them on eta of parts. We left 2 VM for you this afternoon, when you are in please give us a call ###-###-#### , you can ask for Tonia, Iseman or Laurel, if it is after 5 you can also ask for Matt. We appreciate your frustration , we are as well with the dealer. We will provide a resolution and cutout dealing with Home Decor. Please give us a call back. Thank you

Good Evening. I am truly sorry for any delay or frustration you have experienced, we are challenged with the parts ordering thru our manufacturers however the lack of updates you experienced is unacceptable. We have contacted you and authorized a full replacement thru your dealer.

Safeware has still not completed the warranty repair on my recliner.Someone did come out from [redacted] but only took pictures!They did not have the equipment or parts to repair my recliner. This was onApril 5th. They told me that I should hear back from Safeware in 3-5business days. It is now past that. I have not heard what the course ofaction to replace or repair my recliner.How should I proceed? This is still taking way too long.Thank you,[redacted]

Good Evening, Unfortunately this is a situation where the parts had to be ordered, and the manufacturer is overseas. We did order parts and then were told they are back ordered. We are reaching out to the customer as we speak and will be doing a replacement as the customer requested. Thank...

you.

Attempted to reach the claimant to advise had spoken with dealer in regard to getting just the new cushion needed to repair her sofa, and that dealer is checking to see if it has already come in or if still needed ordered. The dealer will be contacting me as soon as they have verified this and I will then relay that information to the customer. At the time the replacement was offered it was not realized that the customer had moved and was no longer near this dealership. This will be followed up through to completion, and the Operation Managers contact information was left for the claimant to call back.

I have reviewed the complaint as well as the claim presented([redacted].  I must apologize to Mr. [redacted] for the lack of communication and the delays experienced on this particular claim.  The representative who was handling this file is no longer with the organization and we are going...

through the files trying to resolve all open issues.  Mr. [redacted]'s claim has been reassigned to a new examiner who is currently researching the availability of the replacement racks.  If the representative is unable to locate the replacement racks, we will authorize a full replacement of the dishwasher.  We will be in contact with Mr. [redacted] immediately after the additional research is conducted.  Again I apologize for the delays experienced by Mr. [redacted] and guarantee that Safeware is not trying to avoid paying a claim.  We value each and every customer and want to be sure to make things right in a situation like this.  I appreciate Mr. [redacted]'s patience and understanding while we move to one of his desired settlement options.     Sincerely,[redacted] [redacted]

Dear Revdex.com,These claims were received by Safeware and are currently under further investigation.  The information provided by the complainant in the complaint is inaccurate.  Safeware never informed the complainant that there is a limit to how many claims can be submitted under a policy...

period.  There is no limit and again that information was never told to the complainant.  I personally reached out to the complainant to discuss this issue further and have received no response.  I also wrote an email to the complainant advising the claims are still under coverage investigation and Safeware will reach out upon completion of the investigation.  It is necessary that we confirm the validity of all claims submitted.  Some claims take less time than others.  I believe this would be the 6th theft claim on this policy to date so it is very obvious that we have, and continue, to honor our contractual obligation to the complainant.  I encourage the complainant again to please reach out to me directly at ###-###-#### to discuss these claims further, if preferred.  Otherwise, Safeware will reach out to the customer upon conclusion of the investigation.  This complaint should be removed and closed since there is no validity or support for the allegations.  Please let me know if there is anything else I can provide the Revdex.com at this time.  Sincerely,Scott M[redacted]