General Building Service Corp.

We made contact with the customer, Mr. [redacted], and provided explanation of the delay in parts arriving from overseas.  Safeware offered the option to  wait for part and repair or  credit at the store.  Mr. [redacted] stated he would think it over and let Safeware know what he...

wanted to do after he had time to review his in store options. Mr. [redacted] can contact Safeware once he has made his decision.

Safeware is always appreciative of customer feedback.  This claim has been handled by the Safeware Solution Center.  Mr. [redacted] has been contacted and he has agreed to the resolution offered by the Safeware Solution Center Team.  If Mr. [redacted] has any further questions or concerns, he...

is welcome to contact Safeware at ###-###-####.

1. The service technician has never been to my home and has yet to contact me other than the initial conversation that he(Aaron) and I had on Tuesday, 12/12. 2. I have called the operations manager back 3 times over the past two days(Thursday and Friday) and have yet to receive a call back from him. I also called the supervisor on Friday afternoon also with no response. 3. There has been no contact between either the service technician or the warranty company since Wednesday, 12/13 at which time the only contact was initiated by me the customer to the "service adjuster" Barbara at which time she told me that "I was not her only customer" in response to why she missed a scheduled callback to me by 10am that morning. My family is still without a way to cook meals this is the 8th day. We have had to cater several parties due to prior commitments that we made to cook for the events and have also had to eat out for every meal. This is beyond unacceptable and the blatant response/ lie by the warranty company is beyond comprehension. The warranty company is in breach of contact as they have not resolved our issue in an acceptable time frame.

After review of the file in question I would like to explain the details surrounding why Safeware was unable to repair the damages to the customer's furniture.  Safeware is a 3rd party administrator for the Product Protection Plan Mr. [redacted] purchased from [redacted].  We have no...

control over the operations or the business revenue of the dealers selling the product.  When a claim occurs we assign a servicer to inspect the damages and make a determination if the unit is repairable and if parts would be needed or not to compete the repairs.  Since we are not a re-seller of furniture we are unable to order replacement parts from manufacturer's.  We are held 100% dependent on the purchasing power of the reselling dealer when it comes to these parts.   In Mr. [redacted]'s situation, he reported pet damage to his recliner,  We requested photos of the damage.  Once received we sent them to our servicer for review and to give guidance on if parts would be needed for a repair or not.  We were told parts would need to be ordered to fix Mr. [redacted]'s recliner.  We reached out to [redacted]'s and since they were out of business they said they are unable to order any replacement parts for us.  When this becomes the case, we are then bound to the Terms and Conditions which read;"Replacement parts or furniture will be order from the retailer from which You originally purchased Your furniture.  If the 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 the Plan, less any claims payments made to You under this Plan, in lieu o replacement of Your furniture and Your Plan will terminate."  Mr. [redacted] purchased the Product Protection Plan for $60.  We told him we were going to reimburse him the cost of the plan per our Terms and Conditions and this was not acceptable for Mr. [redacted].  there is most certainly nothing fraudulent with the way the claim was handled.  We apologize the we were unable to handle the damages, but we are willing to fully reimburse the price of the plan he paid for.  We feel this is a fair and equitable resolution and perfectly in line with the terms of the contract.  I hope the information provided helps explain the situation.  Mr. [redacted] is welcome to contact us at any time to discuss the reimbursement process.  Please let me know if you need anything further from us at this time.   Scott M[redacted]

Safeware has decided we will cover the damage reported for this claim. We have reached out to the customer today by phone and email explaining to him the next steps in the process to have the unit serviced. Additionally, we have contacted a repair company in his area who will contact him to schedule service within 1-2 days.

I received an email on 8/9 from Pam Safeware confirming my cushion for my couch has shipped. The tracking information indicated the cushion is being shipped to St. Louis, Missouri after I have confirmed with both Weekends Only and Safeware on multiple occasions that I no longer live in Missouri and I provided my new address more than once. I called Matthew back and left him a voicemail to notify him of the issue and asked that he call me back with a resolution.

Unfortunately the delay was in the parts order from the manufacturer. Something we cannot control. I do apologize if the feedback was confusing or felt miscommunicated. We called dealer and verified the parts are still on back order so we have authorized a total replacement for customer,...

contacted her and the dealer. Customer was happy with resolution.

As the customer stated in his their complaint they have had this issue since purchase of the sofa which automatically gives the coverage of the issue under the manufacturer warranty. The manufacturer warranty is one year from the date of purchase which after the one year the extended warranty will...

take affect, except for accidental damage (i.e. spills, pet damage, etc.) will be covered from day one. Additionally, the Safeware Policy only covers resiliency issues with seat cores not back cushions.

Good Afternoon, we sincerely apologize for any delay or frustration you are feeling. I spoke to the examiner and apparently there was confusion around the initial claim on 2 pieces of furniture, the tech report had 4 pieces inspected so we needed to get the explanation of damages on the other 2...

pieces, since there was no mention of it prior. We have parts being ordered and the sofa being replaced . Examiner communicated with Mrs this afternoon. Thank you.

[redacted] We apologize for the delay you are experiencing I pulled all your information and all the calls. I did confirm that we indeed spoke to you on 5/5 at 3:15 PM, we advised that Home Decor (your dealer) ordered the parts on 4/28 , they take anywhere from 2-4 weeks, once received they will contact...

us and we can set-up service. You acknowledged said that was fine and thanked Sarah for the call. We have reached out to Home Decor on both 5/11 and 5/14 for an ETA from manufacturer with no response. I have escalated this to a manager, we will call both Home Decor in the morning and you as well with what we have found out and discuss resolution. Thank you for your patience in this matter.

I was contacted by Safeware on 7/28, who confirmed I've been approved for a new couch to be delivered to my home. Even though I explained I only needed a cushion, they insisted on replacing my entire couch to make up for the lack of service I've been receiving. The furniture company apparently confirmed they have my exact model in stock. I waited over a week, and never heard from the furniture company so I called AGAIN for an update. The representative I talked to confirmed that they actually do NOT carry that couch anymore and that I actually need to come into the store in Missouri to pick out a new one. I explained I no longer live in Missouri and that I only just want my cushion replaced. She then confirmed the "inventory" will be in next week and they'll be sending me the new couch. I was confused, but then asked why no one has thought to just simply take the cushion off of the couch they're planning on sending to me and mail me the single cushion. The representative said that could easily be arranged and she'd call me in a week when the couch was in. I'm being told different things by both companies and I'm being forced to get on back to back calls with both because neither of them will take the initiative to fix this issue and just provide decent customer service. I just want my couch cushion. The lack of customer service I'm receiving is absolutely ridiculous and inexcusable.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The entire process was still unacceptable and the customer service is lacking with this company.

Dear Revdex.com-i reviewed this file further after receiving Mr. [redacted]'s follow-up email to the Revdex.com.  The new examiner on this case, [redacted], has been working with the dealer and local servicer to locate a replacement set of racks.  The cost of the racks with installation is much higher than anticipated so Kyle requested a replacement quote from the dealer, because it may be a better option to simply replace the entire unit.  The file notes indicate our servicer was supposed to contact the customer and discuss this, however this appears to have never happened.  [redacted] will be in contact with Mr. [redacted] and inform him of the next steps towards moving this claim to resolution.  Please let me know if there is anything further I can do at this time to assist.  [redacted]

I apologize for any delay or frustration. We have called the dealer and spoke with [redacted]. She stated the parts were shipped on Dec 28, 2017 & will send a tracking number. We contacted customer & spoke with [redacted] & advised of the same. He stated they received the parts. We have...

contacted the servicer to contact customer for installation. Customer had no further questions, thank you again for your patience

Good Afternoon,This claim was filed 1/16/2018, and assigned for a servicer to come out and assess the the issues. This took place on 2/6/2018. Upon review of the tech report it was determined that the item of furniture was beyond repair, and as such a retail credit for the furniture was authorized...

and issued on 2/28/2018 to the dealer (see attached). The credit was issued for the full retail amount originally paid minus only the 2 previous tech visits (1 for $65.00 on previous claim & 1 for $85.00 current claim). This is in accordance with the terms and condition of the warranty. As a result the contract has been fulfilled.Thank you

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. I'm not happy with the lack of responsiveness to my calls and emails but I'm happy the problem is fixed. The policy number update was [redacted] vs. [redacted]
Regards, [redacted]

Good Afternoon, I apologize for any frustration you are feeling. Unfortunately you are correct, parts did have to be ordered directly thru the manufacturer/store and we as the warranty holder can't control this unfortunately. We were made awre that parts were sent finally last week and talked to...

customer on 12/28 to confirm servicer would be in touch. Servicer did confirm Friday 12/29  via email , that they made contact with customer that day and tried scheduling an appointment for Jan 2 but customer declined so they scheduled for Jan 5 which was the next soonest available date. My claims supervisor has called [redacted] to confirm and left VM with customer to confirm as well.

Good Evening, We contacted the customer on 4/28 letting them know that parts had been ordered and once the parts arrive we will have a servicer come back out to install. The email was sent to email provided . We also gave the customer a call today and left another message letting them...

know.

We are sincerely sorry for any confusion or frustration. We reached out to the dealer, as their was a delay on their end. We  authorized the replacement with WEO, we are going to cover the tax as well on their replacement. I called the customer and left her a voicemail letting her know...

what we were doing. Thank you

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]