General Building Service Corp.

Safeware completed the claims processing process in a timely manner. Customer and servicer scheduled the service direct, servicer came out to customers home on 9/27 , and customer was not there. Servicer contacted us and indicated he was at home, and that customer was aware they had a 8-5 window for...

that service area. Customer indicated someone would be home , either herself or family member. Safeware does not schedule the service or window of time. That was between customer and service provider. We will however reach out to provider and see if they can narrow the window in order to accommodate customer, and have service provider reach out to customer to schedule.

Thank you, we will be issuing a check to the customer, we are just waiting on address confirmation and will consider this matter closed.

Good Afternoon ~ I sincerely apologize for any delay you have had. I checked our system and we do not have calls from either of the numbers you provided, nor does the dealer or any incoming emails received. Again I apologize for the issues you have had. We have already called the dealer and have a...

resolution for you. We did try calling your number and unfortunately your mailbox is full. I will send you an email as well to email provided to us. We just need to speak with you to get this matter wrapped up for you. You can call our claims manager on her direct line at ###-###-#### and ask for Tonia R[redacted]. Thank you.

[redacted], I apologize this has not been resolved. I just pulled both the email coorespondance and call with WEO and they confirmed on the 14th the part was in and being shipped to you direct. I am having a manager call over there now to escalate and then someone will be back in touch with you today.

Hi [redacted]. I apologize for any frustration on your end, unfortunately furniture parts have to be ordered by the dealer and come straight from the manufacturer. They can take anywhere from 4-8 weeks. Safeware has no control over this as the third party administrator. The examiner did call...

the store and parts were received. WEO should have called to let you know they are in route to your home, the examiner also should have called to let you know she was scheduling with the supervisor. Thank you

Safeware said WEO received the part we called them today 9/23/17 because we had'not received it. They(WEO) said they have no record of it. The store manager will be calling Safeware on Monday 9/25/17 to find out what is going on.

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

After numerous attempts to find the part thru GE and or the replacement stove (all of which are on back-order for several days) We provided a cash settlement to the customer and also let her retain the old stove. Thank you.

It is unfortunate this happened. I hope Safeware ensures this doesn't happen to another customer.

Returned call to [redacted] to advise that upon review of the FedEx tracking info (see attached) the package is actually being sent from MO to SC, and is showing as en route to her for delivery to her home today 08/10/2017. Left my contact info in case any issues from here.

Good Afternoon, your issue was forwarded to my management team last night. The claim was reported on 12/11 in the afternoon and we had a servicer assigned the next day 12/12, you are correct that he did not have the part available it needed to be order. I did call the service company and they said...

that they were not able to get it expedited so I am not sure who had communicated that as I did pull the 4 calls associated with this claim. We called the manufacturer direct and ordered the part from GE, typically the servicer has to do this as we are just the third party administrator but were able to get the exception. The part will arrive to the assigned servicer tomorrow. Both my claims manager and supervisor have left messages for the customer to update. I have approved paying the additional cost to see if the servicer can get out tomorrow to install the new part. The servicer will need to coordinate appointment direct with customer as we do not have access or control of their service schedule. Thank you.

On 5/5/17 I did indeed speak with someone who told me parts take two weeks to arrive at that time I asked when was the order placed and reply was 4/28/17, at that time Sarah stated that if parts weren't going to be in the following weeks she would follow up and let me know. As of 5/15/17 I had not heard back from Safeware since 5/5/17 call. Technician came on 4/4/17 so I don't see why parts weren't ordered until 4/28/17. I was told two weeks not four, I have would like to know who I can speak with regarding refund in warranty I have begun to look for new furniture.
Regards,[redacted]

I have researched this file and spoke with the appropriate team members regarding the status.  i would like to apologize on behalf of Safeware to Ms. [redacted] for the issues she has experienced throughout this claim.  The claim has been reassigned to the Team Lead, Brittany B[redacted], and she...

has taken the appropriate steps to move this claim towards resolution.  it is my understanding that Ms. [redacted] is now satisfied with the direction this claim is going and now has a solid point of contact.  If Ms. [redacted] does not feel this is the case, I encourage her to reach out to me directly for resolution.  However at this point I believe there is communication and action in place to move this claim towards Ms. [redacted]'s desired resolution.  Please let me know if there is anything further you need from me at this time.  Thanks[redacted]###-###-####[redacted]

Good evening, we have communicated to the customer we would be taking care of the difference for the bed, fulfilling warranty.

Safeware had made several attempts to order parts and reach Dealer. At the time dealer had indicated they had ordered parts/back-ordered and would contact Safeware. We have now discovered dealer had closed. We have communicated with customer and offering customer replacement or retail credit...

with another approved dealer. Customer was satisfied with this resolution

Mr. [redacted] currently has two claims open with us for his sofa. Claim # [redacted] for frame damage is covered under the warranty and the claim is being processed. Claim # [redacted] is for the material on the sofa beginning to peel. Unfortunately, "Wear and Tear" is not covered under the policy and this...

claim has been denied. We reached out to the customer on 7/19/16 through email to further explain and have had no response.

Good Afternoon, we apologize for any confusion or frustration. Due to the lack of communication with dealer we think its only right to accommodate the customer. We have reached out and offered resolution. Please let us know if you have any other questions.

I received the complainant's rejection of my original response.  I tried emailing Mrs. [redacted] to discuss this further(attached) as well as called both her numbers listed on the policy(###-###-#### & ###-###-####).  I have not received a response from any of my attempts.  In regards to the rejection, Safeware never charged the customer any additional money for any more coverage.  If there was a charge, it was done by the reseller who replaced the unit.  All Mrs. [redacted] would need to do is reach out to Safeware and provide the new serial number for the replacement device and we would update her current plan.  There is no need for any additional charges.  If she was charged, the school selling her the card needs to reimburse her.  Safeware is more than happy to help facilitate this however we need Mrs. [redacted] to respond so I can get her in contact with the appropriate party.   The theft coverage Mrs. [redacted] was provided is a complimentary coverage included with the accidental damage portion she originally purchased.  This beneficial coverage was provided and Safeware has indemnified Mrs. [redacted] for what is owed.  She received a cash out of close to 3 times the cost of her plan and still has coverage on her replacement device.  It is my belief Safeware has done everything per our agreement with Mrs. [redacted].  Please contact me if there is anything else I can assist with at this time.  Sincerely, Scott M[redacted]