General Building Service Corp.

We sincerely apologize for any inconvenience , we filed claim, approved and sent to servicer within 48 hours, we received photos from customer on 2/14 and sent on to technicians. We have looked into this delay and discovered there was an issue on servicer end with their system. We called today and...

spoke with [redacted] and she confirmed she called customer to schedule service. It appears on the complaint screen customer had to complaints? We have record of one claim only. Thank you.

Safeware received this complaint and has been able to review the claim in detail.  It appears the final check to the complainant was delivered on 10/8/15.  Attached is the copy of the settlement check as well as the delivery confirmation.  Safeware is confident they have satisfied...

this complaint to a desired resolution.  Please advise if there is anything further Safeware can provide.Best regards,Scott M[redacted]

I did not receive an email on 10/5/17 asking for a picture of the charger; I received an email to review my plan details (see screenshot Safeware20171005-1.png). When I viewed the document contained within this email, it was the New Policy Declaration document (see screenshot Safeware20171005-2.png). I firmly believe that Safeware is misrepresenting that an email was sent to me on 10/5/17 asking for a picture of the charger. It is possible that Safeware sent an email to VolTech on 10/5/17 as I do have an email showing that Voltech says that they submitted a claim to Safeware on 10/4/2017 (see screenshot Safeware20171005-3.png). I am not VolTech, so this is not correct that I was sent an email. And, this sort of 'mix-up' or whatever has happened has been the cause of these issues, so I am not going to agree to something that is not the truth. I am working on my PhD, and all of these 'mix-ups' have severely impacted my ability to do my schoolwork. This is unacceptable. After finally being advised by Voltech that I needed to buy my own cord and submit my own claim, I did so on 10/17/17. I never received an email from Safeware to submit a picture of the cord (see screenshot Safeware20171017-1.png).[redacted] has been working with me this morning, and I really appreciate his efforts and his assurance that he will do the forensics to try and prevent this from happening again. Again, this is unacceptable.

Hello, At this time we have approved a replacement for this customer. I have reached out via phone had to leave a voice mail. Dealer '' Weekends Only'' has been notified of the replacement also emailed replacement authorization to customer.

Good Afternoon, sorry for the trouble you are experiencing. We did in fact assign to a servicer for them to come out , my examiner is reaching out to the dealer now to find out why they have not contacted customer and she will also reach out to customer with an update today. In regards to the...

"Denied" claim you are referencing, it was actually "closed" because it was combined with the other claim you submitted. You should expect a phone call this afternoon.

Initially this claim was filed with us on 7/18/2016. 7/19/16 our product protection specialist assigned and dispatched this claim to a a repair service in the customers local area. 7/21 the customer called stating they had not been contacted yet from the repair company for any type of service call...

for their damaged equipment, and were advised the company will be contacting them. 7/28/16 customer called stating still no calls from service company for repairs. 7/29/16 claim was assigned and dispatched to another local repair service in the customers area, and they did not receive any calls from them as well for service 8/1/16. 8/11/16 A new service repair company was dispatched and completed repair services on 8/12/16.

WEO said parts ordered in Aug, but 3 mos later still not available. Issued retail credit .Authorization has bee sent, and customer updated and  has my contact infoin case of any further issues or questions. ..

We sincerely apologize for any delay or frustration you've experience. We had several delays from the dealer and had to work with numerous alternative stores to try and get parts sources. WE assigned to a Sr. Examiner to escalate, after several attempts to source parts we had cash settled with...

customer and this appears to be satisfactory to customer. Thank you.

I reviewed the response made by the business in...

reference to complaint ID [redacted], and find the resolution is satisfactory to me. The issue is still not technically resolved.  We have to go to the store and pick out a new chair.  I hope that experience is not terrible.  I am unsure how it will work.  But thanks to the Revdex.com complaint, I did receive a phone call finally!

This is in response to your reply to me on 7/26/16 for Claim #[redacted] and complaint ID #[redacted]  I am sending you’re a picture of what I was given when I purchase the plan. I don’t  agree with their decision . I WAS TOLD WHEN I PURCHASE THE PLAN THAT PEELING WAS COVER AS LONG AS I HAD THE PLAN.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the...

business in reference to complaint ID [redacted], and find the resolution is more than I expected. I am extremely satisfied, I feel the company went above and beyond to rectify the situation and am quite pleased. I would definitely use this company again. Thank you.
Regards,
[redacted]

[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 of the time it took for this to be resolved. It appears I was mistaken on the dates on the repairs, my fault, but still, I have been waiting since January for any response and had not received any and had to reach out to them. This is a service I purchased trusting they would stand behind their promises and it seems they have a lack of customer service. That would not be tolerated in my line of work and would be grounds for termination. I would still like my warranty refunded in full and the repairs to be made as scheduled for Thursday March 16th, 2017.
Regards,
[redacted]

I apologize for any delay, we are receiving an unusually high claim volume, we have assigned this to [redacted]  They assured me that they will have someone contact our customer asap to schedule an appointment to get their furniture repaired.  We also have spoken to...

customer as well as an email notification to the customer letting them know that this has been assigned to [redacted] for servicing.  Also assured that [redacted] services their area.  Thank you

The job is not completed!  [redacted] from [redacted] did call the same day as Safeware called [redacted]'s about the parts being in.  Amazing!!!  Also no other calls from [redacted] to set up arrangement to fix the chair.  Should'nt Safeware follow up on with their repair services they choose.

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

I disagree with the way the business is interpreting the contract.  I have attached an email thread and the contract.  I think it is ridiculous to assert back cushions are not seat cushions, especially given this is not expressly defined as such in the contract, nor expressly excluded.  A plain reading of the contract should include back cushions as seat cushions.
Regards, [redacted]

Dear Revdex.com-I received the filed complaint and have reviewed both claims indicated in the complaint ([redacted]).  While in understand the frustration of the denial of coverage, our Terms & Conditions clearly lay out the parameters of covered losses.  As the brochure indicates, we...

do cover "All Pet Damage" however there are restrictions.  The contract covers accidental pet damage on a single incident basis.  Unfortunately the complainant reported this claim by saying the damage was a result of accumulated damage due to their cat scratching the furniture over a period of 2 years.  Please see the language in the Terms & Conditions outlined below;"This Plan defines “Accidental” as a single, unexpected and unintentional event and does not includeaccumulated damage from continual or multiple events.  The use of this Plan requires an explanation of whereand 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.? Breakage of frames, springs, sleeper mechanisms, reclining mechanisms, heating and vibrating mechanisms.? Up to $50 per seat cushion total coverage for the term of the Plan on any of the following: o seam stitching that comes loose on seat cushions;o Damage to seat cushion zippers;o loss of seat cushion foam resiliency in excess of 20%. "Since it was reported as accumulation, there is no coverage for the claim presented.  If there is additional information the complainant has which may alter the coverage decision, they are more than welcome to submit it to me for further review.  At this time, the denial of coverage remains in force.  Please let me know if the Revdex.com needs an additional information. Best Regards, 
[redacted]  
[redacted]
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Good Afternoon, there were some delays due to servicers available in the area. Replacement was approved thru the dealer this afternoon, an examiner will be reaching out to customer to discuss the details. Thank you

Good Morning. I do apologize for the unusually longer process time, we were experiencing an extremely high claim volume. It appears we spoke with customer on 3/3 after receiving photos, assigned a servicer the same day. I confirmed with service company that they scheduled an appointment to repair...

sofa on Thursday 3/16 and also asked them to give customer a courtesy reminder. I also asked the assigned examiner to call and update customer.

The customer was notified 8/23/16 that the part necessary to repair the product has been ordered from the manufacturer and will be delivered directly back to them. The time frame for delivery from the manufacturer for the part going directly to the customer is 14-28 days. Once the part is received the technician will be out to complete all repairs.