The Safeware Insurance Agency
Reviews and Complaints

Don't dare buy their insurance for any kind of furniture warranty! They will sell it to you and tell you that you have Pet coverage! What a scam and waste of money! We bought a couch and love seat a year ago which fell apart, yes we have an OLD dalmatian but he is not destructive. We filed a claim and they came out took photos and and that is the last we heard... no denial, no approval, no nothing just got a survey of how did we do- NOTHING that is what you did! Its a huge waste of money! This couch was made during Covid so you can seriously know that it was faulty workman ship. The seams are coming part

I purchased a sofa with a 5 year plan. I have owned my couch for 2 years and noticed that my cat started scratching it in July 2023 and contacted Safeware immediately. The initial customer service rep sent me an email to get a claim started. To get a claim started you have to enter your sofas serial number to look it up in their database. Nobody had entered this information in the system so I got an error each time I entered my serial number. I called back the same day to resolve the issue with my customer service rep and got their voicemail. Waited a week and called again/left a voicemail and waited another week rinse and repeat. Finally after WEEKS they called back and we got the claim started. Then another week went by and the adjuster reached out and asked for pictures of the damage (by this time about a month had passed) and more damage had occurred. They used the time that had elapsed from dragging their feet to deny my claim. I would NOT recommend this company.

On 100920 We purchased 3 appliances from "Metro Appliances & More" and the "Safeware Extended Care" warranty... upon the advise of the sales representative who HIGHLY recommended it noting the extended warranty would provide great additional coverage, which if not used within a specific timeframe could also be used as a credit.

Our total Purchase price was $4,832.50... of which $539.99 was for the Safeware warranty.

Our Safeware/ refrigerator ordeal began on 051523.

Since then we've had 5 technicians come to our home, at least 4 parts ordered, incurred great cost with the loss of food and the daily purchase of food, ice and water... asked NUMEROUS times that SOMEONE simply look at the totality of our claim and consider our nearly 3 months of inconvenience of NO WORKING fridge, poor service, lack of technical resolution, additional out-of-pocket expense... and do the right thing, the human thing and make the BEST customer service decision and replace the fridge.

On 072123 we were told the best THEY could do was come get our fridge and grant us the courtesy of a basic loner fridge... while THEY continue to WORK on ours.

On 080123 we were told yet ANOTHER part or parts were needed to be ordered.

We've AGAIN asked to speak with a Safeware Supervisor or Manager... or ANYONE to review this nearly 3 month horror story... and make the decision to replace the fridge.

As of today that has not happened and we are still without the benefit of the $2,529.99 fridge we purchased.

TOTALLY UNACCEPTABLE.. on EVERY LEVEL.

Only giving one star because it's impossible to give zero. I purchased a 10 year warranty on a dishwasher and after barely more than 2 years a part failed rendering it completely useless. After receiving my claim they sent out a technician to determine the problem, but what they don't tell you is the cost of this technician will come out of the value of your warranty. He determined a part needed replacement and told me they would order it and we could schedule a repair visit when it came in. Safeware then calls me to inform me that the cost of replacing this one part is more than the cost of the machine, so they would pay out this now lowered claim to cover *partof the cost of a new dishwasher. I am now out extra time and money out of pocket to replace what should have been an easy repair job.

I have enjoyed the service so far. My couch foot rest pull broke and a service worker came to my home to fix it. It was a few weeks before the fix, but the worker was nice and had a smile on his face. The pull broke a second time and the same worker came out with the same smile. There was a wait time of a few weeks, but I did not mind because I am going to have the couch for years. No cost to me because I bought the warranty. It was easy to make an appointment on line and I did not have to call anyone. I like that I did not have to wait on hold, just book the appointment on line. I like how they give you a morning window or an afternoon window, some companies make you take all day off work. Four stars due to the pull breaking shortly after the first fix, but the second fix has worked for a couple weeks now.

I had purchased a Safeware warranty on an item I originally purchased from ***. I have had a really hard time with the third party contractor that was sent by Safeware starting back in May 2022 claim number ***. *** and I have tag teamed this issue with tons of correspondence and effort. We FINALLY came to a resolution last month. *** did an outstanding job of owning this problem for 5 months.and made sure the warranty and the customer (ME) was handled with respect and follow through. People are always quick to complain and or spread the word about bad service, but rarely does anyone take the time to commend or pass forward praise. I always seek to change that when I recognize and experience and EXCELLENT professional. Thank you *** .you did an outstanding job!

My treadmill I purchased during the pandemic is fairly new. I decided to be consistent my workout starting March 31st. Things were going great until my Treadmill sped up on me numerous times practically causing me to jump off. I contacted Safeware by phone and they instructed me to file my claim online. It took a Lil while for a response, it wasn't within 24 to 48 hours. However, *** contacted me via email and informed me that their wasn't a repairer in my are so I could find someone on my own and be reimbursed, they can resend the same make and model treadmill, or a refund. I opted for a refund. Thankfully I received it within 3 business days. I was disappointed that I was required to find my own repairer in the area. However, the refund turned out to be the best option for me. I received most of my money back.

I called Safeware and spoke with *** regarding my beloved Scotsman Nugget Ice Machine. The ice machine was making a horrible grinding noise (that made my doodle bark NON-STOP) then it started overflowing water all over an antique family heirloom rug! It was a nightmare! *** took my hysterical call and was so sweet, she went through 2 service companies that would be come to my home immediately. After waiting on one part for a month, I called *** back to see if there was anything she could do. ***, called another partner and found the missing part, had it sent to my home overnight! I finally have my nugget ice back and it is all thanks to *** at Safeware! I am so glad we bought this warranty and that I had the BEST service from ***! AWESOME, over the top

I purchased a sectional from Weekends Only last year and decided to add on the protection plan through Safeware. Im so glad I did! My dog ripped the couch material in a few places just months after buying the couch. I filed a claim with Safeware and they sent out a technician to check it out. With the pandemic its been extremely difficult to find products and keep businesses staffed appropriately, because of this I didnt have my issue resolved in the time I had anticipated. With that being said, I contacted *** who works with Safeware. She immediately responded and was VERY helpful. She kept in constant contact with Weekends Only and was able to get us the replacement we needed! Im giving the company 5 stars, but really *** deserves another 5 stars for her work- she is an understanding, professional, and very kind employee!

DO NOT buy this insurance. I did and it took 11 months to have my claim resolved. A huge lack of communication from Safeware. I emailed, I called and left messages until finally 11 months into my claim, I actually was able to talk to someone. His excuse was the lack of communication from the company in *** that they contract out to for repairs. Online, I saw my claim had been closed at about the 6 month *** and then about a month later it said product ordered. What a bunch of BS. The *** company told me that the problem was not them, but Safeware. Based on my communicaton, or lack of response from them, I believe the *** company.Finally, my claim has been resolved. I'm also contacting the furniture store where I purchased the sofa and ask them if they are aware of what they are selling people and how their customers are not receiving good service from Safeware.

I had a problem with my refrigerator. The person assigned to my case left the company, my case was not assigned to anyone, and I did not know this. So, I kept leaving messages for her with no call back. One day, I pushed buttons and got *** on the line. She was very pleasant, explained the person was not with the company and apologized. She worked with me until this was resolved. She was very nice, understanding and very knowledgeable of her job. She took on someone's else responsibility and handled it like a champ, going above and beyond. As customers, we always complain however never mention when a person has done a great job and *** is that person. She is an asset to the *** please treat her as such! You don't find many employees that take pride in the work like ***. Thank you again, *** for the great customer service!

I had problems at first trying to get a response. Once i was transferred to a new adjuster everything went smooth. The technician communicated as i asked him to. I have 3 Saint *** so i need to put dogs away. I asked him to call when he was about 5 minutes away. He did as i asked when he got to my home he was professional and just a all around cool a*** guy. He showed me what messed up on my chair when i asked. Over all he had the repairs done in like 45 min or so but we got to talking. The professionalism of the technician made me disregard the original communication issues. I would have to give the technician 5 stars i would give more if i could. As for the customer service hotline i give 1 star because you get the run around and it is a pain to try and talk to a person. The new adjuster i will give 5 star she did a great job handling the issues. So i will consider doing business with the company in the future.

I bought 4 pieces of furniture from ***. Software is the insurance company that handles the protection plan when you purchase it in which I did for all pieces. I needed to file a claim on three of my pieces after 2 yrs. You have to file on their website individually. Had a terrible time trying to get them to go thru. Ended up calling the office for assistance several times. When trying to file the 3 pieces it would not go through and the representative could not even assist on this one. They said my claims adjuster, *** would be handling all the claims no matter what. I called this individual several times because I got confirmation the company that was hired to look at my other two pieces was coming next week and I wanted to make sure they had all three claims. No call back had been received as of today. Very frustrating to deal with them. I see this has been a constant issue. It Will make me think twice about purchasing furniture again from *** if it's this difficult to get the thing taken care of when you paid for the protection plan. Isn't that the who reason to have protection when needed?

This is the worst company I have ever done business with in my entire life. I purchased a 4 year warranty through them for my laptop, which specifically covered water damage. When my laptop suffered water damage, I reached out to the company (who I paid nearly $500 for my warranty) and was told the damage wasn't covered. I sent them a copy of my policy that stated water damage was covered and was told I would have a verdict on the issue within a week (on 5/22). I didn't hear anything from the company for 2 weeks and I began emailing and calling nearly daily and was ignored every time. I never received a response. The tech company fixing my laptop then had to threaten legal action in order for my repair *** to be covered. I still never received any response from the company. After the terrible customer service from this terrible company, I finally received compensation for my laptop to be fixed on 7/22. I went over 2 months without my laptop, which negatively impacted my school work and job, after paying $500 for a warranty that should have negated all of this. I would recommend that you avoid this company at all costs, as they are a scam, and you would be better off just purchasing a new item if yours breaks.

This company is a JOKE, i purchased a couch a little over 2 years ago. Under the impression that if i purchased the protection plan it would cover pretty much everything to include pet stains, damage by pets, seam separation, etc... Well It has recently started separating at the seams on the cushions and also had an incident where a foster cat scratched the side of the couch up. Grant you this all happened within the last few months before i submitted a claim, frankly because i had forgotten we purchased a plan until i was out at the same location going to buy new furniture and they offered me the same plan which reminded me that i could just fix our current couch. I contacted the company and submitted photos and gave an explanation of what had happen and when and OF COURSE the company comes back with some *** excuse that the plan only covers if its a 1 time occurrence. What? How could seam separation be a one time occurrence other than someone intentionally going in and cutting the seams? In regards to the cat scratches it was a one time occurrence as she was a foster and ended up being adopted out after the incident occurred and the damage was only on one side of the couch and damage was very minimal but enough to be visible. If this was an occurrence overtime there would be major damage and in multiple spots. DO NOT WASTE YOUR MONEY!

I purchased a 10 year extended warranty for my dishwasher from Safeware. This is to cover repair and if a repair cannot be made for a number of reasons, then replacement of the item. I filed a claim on 12/14 and a repair man came out a few days later where he said a replacement part is needed. The part was ordered and an adjuster was assigned to *** on 12/16. A week later we started receiving weekly emails saying our part was on backorder and there is not an estimated arrival time. After a month we started calling our rep since our part was no longer available. No response after multiple attempts to call. We finally reached another rep named Angela Holiday who said our previous rep quit and we were not assigned a new one. So we went weeks with no one assigned to our claim. We explained our situation to the rep stating that the repair company said the part is on backorder but does not have an estimated time of arrival, meaning it is not currently available. We asked for the dishwasher to be replaced since they are unable to fix it and the part is no longer available. We were denied and given the contact of a manager named Ben Boyd. After multiple calls and voice mails, still no contact and now have been without a working dishwasher for an extended period of time. So much for the 10 year warranty we purchased.

I sent my iPad in to be repaired I received a text stating that the work was completed on 7/14 which prompted me to track it through the company that was delivering it only to find out that it wasn't left outside of the apartment building days prior I immediately reached out to safeware submitted proof that the iPad was not in my possession, provided proof that the delivery driver actually submitted it in their notes of leaving it on the front porch (there's no porch its an apartment building) *** looked into everything and found that it was their fault and informed me that I would receive an electronic payment right away ( I did receive) $95 and that the remaining amount would be mailed out $303 (can't remember the exact amount) in 7-10 days it is now OCTOBER 25th and i have called emailed sooooooo many times to no avail. I've left several voicemails for *** who is a supervisor as *** is now on maternity leave. it is completely unacceptable for me to have to go through this when it was no fault of mine. I found out last week from a representative at safeware that the funds are taking forever because it is coming from an admin fund and that managers don't like to do those because its coming from their company funds (I can't recall verbatim but it was along those lines) I deserve to be able to purchase and replace my iPad!

I bought an HP computer and keyboard in December 19. I bought a two-year replacement policy form Safeware Insurance Agency. On December , it quit working. I called Safeware on December 18. Then on December 25, ***, sent me an email. She said that I had a replacement policy, and if the device was not available they would issue me a settlement of $299.99. Then she asked me to email her information about my computer: such as the make, model, etc. I emailed her back and gave her the information that she ask for. Then I waited, still nothing, so I sent another email with the information that she ask for.
Then I checked up on my claim, and it said 'waiting for information from the customer,' so I started calling.
Finally, on January 26 or 27th, she called me, so I gave her the information that she ask for over the phone.
On January 29, she sent me an email. It said that there is not a replacement available, so they were going to send me a refund. She said," They were offering a new reimbursement option to a few select technology customers by electronic funds transfer. They ask for my banking information." I emailed her back, and told her that I would like a check, instead. I gave her my name and address. I didn't receive a check, so I emailed her back, again. Since then I have called her office several times. I also called the office number two times.

In February, we bought a couch and love seat from *** in ***. At the time we bought pet insurance for the couches through Safeware. The love seat was damaged by our dog and *** picked up the couch and determined that it wasn't fixable. At this time, Safeware approved the claim and is given us a credit for $1250 for the love seat because they no longer carry the fabric. Now, I am suppose to have unmatched couches because I guess my insurance doesn't matter. Unfortunately, my dog's nail went through the couch and Safeware is telling me they won't cover that. What is pet insurance for if they won't cover a dog's nail going through the fabric. When I called and talked with *** he asked if there was anything else wrong and he said is there wear? I said sure there is wear because we sit on them because they are couches. Then, he misconstruded my words and said I told him we had "wear" and they don't cover wear. I then said to him I didn't mean the couches were wore I meant that of course we sat on them. He began to laugh at me when he was telling me they don't cover "wear." I'm not trying to get my couches fixed for wear I am getting them fixed because my dog's nail went through them. When I asked if I could speak to a manager he said they were busy and I couldn't wait for one. He then hung up on me. So $2900 later I have one couch with a hole and another $1250 to hopefully find one that matches.

Safeware Claim #*** Filed a claim on a broken washer on Oct 27, 2020. 2 months later and we still do not have a working washer. Online/Telephone Status on our Claim is always incorrect. So it's hard to know what's going on without talking to someone. The response is usually always, you will need to talk to you aren't. In 2 months Amy Rivers has answered her phone literally ONE time, yes one, she has NEVER returned a call to us. I have a whole call log, trying to reach her. I sent her an e-mail, she did respond however, her response was not a current status at all. A service person has came to our house, additional parts are needed. After 9 days I contacted *** (Safewears repair their shop using) to check the status of the other parts needed to literally been told, they had to check into it to see what's going on because nothing has been entered that "he must have forgot." Glad she was honest but u exceptable for a family who has been waiting for awhile just to get our unit fixed. I have also contacted our retailer and they said their contract says repairs must be done in a resonable amount of time and this is not resonable. They also sent an e-mail themselves whichwe have received no contact either over. I feel our claim has not been important at all. The I insurance adjuster need better communication skills. Answering her phone one time in 2 mths and not returning calls. I'm appalled. A family of 5 with no washer, a big inconvienance and literally piled up.

In January 2022, I filed a new claim with Safeware, a company that I purchased additional warranty coverage from through *** in *** when I purchased our sofa. The claim was for spots along the front of several cushions. I have copied and pasted the documented communication I have had with the company since my initial conversation to begin the claim. Still after completing the "stain kit" and sending them an email, since there is no one to actually be able to contact at the home office, we have not heard anything in response to the email I sent them. Please see notes below. Safeware Sofa Claim Spoke with *** at 11:48 on *** adjuster 3-5 days to contact with contracted company Spoke with *** on *** 26 at 12:37 *** will be contacting customer to set up cleaning. Message for claims representative at 955 February 2, 2022 Emailed *** at 1:[protected] bc unable to reach by phone and voicemail full. Spoke with *** at *** in *** at 11:[protected]. No information regarding Safeware cleaning Adjuster phone notification 2-17-22 at 11:34 Emailed *** at 7:[protected] Unsatisfied service call at 10:27 3-7-22 *** emailed Message for *** at *** at 11:[protected] Solutions Center message at 11:[protected]. Will call back within 2 business days Waiting on solutions? (picture of 10 minute plus wait would not attach nor the text from them) Submitted contact request on website 4-9-22 at 8:39 Emailed solutions center with images on 4-9-22 at 8:48

In 2018 I purchased a 5 year furniture protection plan at a retailer to cover my Living room group. The warranty was provided through Safeware. I still have the original receipt and brochure give to me at the time of purchase. The sales person and the brochure both stated the warranty covered accidental damage, Stains, Defects, and other things. On Nov 17, 2021 I filed a claim online. The love seat has Zippers that do not zip and all the stuffing falls out. The Sofa has a spring broken and you can no longer sit on it. Both of these issues are clearly manufacturer defects. If not defects then they clearly were accidental because springs don't intentionally break and zippers don't just quit working. Either way, the warranty brochure I have states it covers defects and/or accidental damage. I was contacted on Nov. 18 and advised by Mr. Phelan M, claims adjuster, and told the warranty didn't cover wear and tear. I advised him it was not routine wear and tear, it was clearly a defective group. He stated that they would not cover the damages. I told him I had an original brochure still that clearly states otherwise. He requested that I sent him proof of said brochure. I provided him with what he requested as soon as we got off the phone. I never heard anything back from him so I contacted Safeware again via phone and left multiple voicemails. I also sent multiple emails to the adjuster. I have a copy of every email sent and a date/time stamp of every call made. I never received any responses. I am unable to get anyone at this company to speak with me and honor their contract.

I had an issue with my treadmill, on which I had purchased safeware's parts and labor warranty. I filed a claim with safeware. It took safeware more than a month to find a servicer to do the repair. The servicer (***) came out and examined the treadmill. The technician then told his office which part he needed to make the repair. I was told that the part will be delivered to my home and to call him back once the part arrives so that he can come out and install it. Once it arrived and he came out, he said that his office ordered the wrong part. Safeware then tells me that I have exceeded the $999 cap on my benefits and they offered me a cashout of the $999 minus the servicer's costs (diagnostic fee and the wrong part). I reached out to the servicer and arranged for a return of the part so that it is not deducted from the cashout. The servicer agreed to remove it from their invoice to safeware once the part supplier confirms receipt of the wrong part, and they also agreed to reimburse my shipping cost. However, my issue stems from the fact that the servicer is saying that I must pay for two visits and the technician's mileage/gas costs, totaling to $295. They said they normally charge $195 for one visit. I am willing to accept the $195 because diagnostic fees are mentioned in the terms in conditions. However, charging safeware and, by extension, me for two visits is unacceptable. The servicer (***) refuses to speak to me about it and says I must take it up with safeware (they literally hang up in my face if I call). Safeware is refusing to remove the servicer's second visit charge from my cashout even though the servicer admits to being at fault for the wrong part and second visit.

On 11/29 we added on a Safeware Complete Protection Plan for $299.00 to protect our new sectional purchased at ***. In 6 the frame underneath the far left armrest (when looking at the sectional) seemed to crack when my husband stood up. Then in 8 we had a power outage in our neighborhood. When power was restored the electrical components to same section were no longer functional (controls the recliners, massage feature, heating feature, cooling cup holders feature). I submitted a claim (claim #***) after much confusion about the proper company to contact. We have other couches purchased through ***, also with a Safeware Plan but when we attempted to make a claim about those couches Safeware told us we needed to go through ***. We attempted to make a claim on both sets with the *** company, which eventually we found out from *** that our newer set was still with Safeware. So I finally filed the referenced claim for our sectional with Safeware on 7/8/2022. I submitted all of the requested information and was notified that our claim was denied because it wasn't within the 10 day reporting period. None of the information we received upon purchase of the warranty mentioned a 10 day reporting period. The claims adjuster, ***, said we should have received a pamphlet, I told her we did but it not include the detailed terms and conditions of the warranty and I asked who (Safeware or ***) is responsible for ensuring that consumers receive the proper disclosures & copy of service contracts as knowing this would have certainly changed the timeline in which I filed the claim (nevermind the fact that my husband & I were both frontline healthcare workers during the pandemic). *** never answered that question, just replied that our claim was denied, & did not respond further to my emails asking again who is responsible for consumer disclosures. Included receipts & materials received at purchase

We purchased a Kitchen-aid (KRMF706ESS) refrigerator and a 5 year service/replacement warranty at the end of summer 2017. Issues started in sept 2019 and are still not resolved after numerous service calls. We started having issues with the ice and water dispenser (stop working) in Sept 2019. We notified Safeware and had a repairman out to the house within 2 weeks. The repair technician found that there was a service bulletin out for the Ice maker. After waiting 2 weeks for him to get the parts, he returned and repaired the refrigerator. Everything was working. After a few weeks the issues returned and we also started having issues with the refrigerator turning itself off. I could get it working again by resetting the power several times. But after a few days it happened again. Placed another service call to Safeware. The technician returned and after working with someone over the phone they wanted to replace a module inside the refrigerator. After waiting a few weeks, the part cahe would notify Safeware.me in and the technician returned and replaced the parts. A few weeks later the same issue happened again, refrigerator stopped working. This time I lost all the food in the freezer. I placed another call to Safeware and the technician returned. After working with someone over the phone, they wanted to replace a cable. A couple of weeks went by, the technician returned and replaced the part. Again, after a few weeks everything stopped working and we lost more food. Placed a call to Safeware and the technician returned. This time after the technician got off the phone he said there was nothing more he could do and that her would notify Safeware. After several weeks with no contact, I started calling Safeware and leaving messages. I did not get any call backs. After calling repeatably I got hold of someone who got my claims adjuster on the phone for me. I was informed that I was entitled to a replacement/credit for a new refrigerator. The amount that they were giving me was for the cost of my refrigerator ($29xx) minus the cost of the parts that they installed trying to fix the refrigerator.( Approx. $1100) for a total credit of $18xx. I had words with the adjuster about why was I being deducted the cost of parts and labor when nothing was fixed. She informed me that thats just the way it is. I let her know that it was unsatisfactory that I would be charged for something that I did not request and and did not fixed the issues. I was told that she would check with her manager. After 2 day, I got a email stating that I was credited $18xx at the store where I purchased the refrigerator. It is not my fault that Safeware kept on Trying to repair the refrigerator time and time again.