Complaints

This profile includes complaints for ServeCo North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ServeCo on March 21 regarding paint chipping on my dresser after a spill. Its now June 6over two months laterand theres still no resolution. Every time I reach out, Im told the paint has been ordered from the manufacturer, but theres no follow-up or progress. The response is always the same, with no accountability or real update. Very disappointing service.

  

  Business Response

  Date: 06/11/2025

  Thank you for bringing this matter to our attention and giving us the opportunity to respond.

  We regret the delay and lack of consistent follow-up the consumer has experienced during the handling of her service request. While we have been actively working on this claim, we acknowledge that our communication should have been more timely and transparent, and we sincerely apologize for the frustration this has caused.

  As of now, ServeCo has submitted all necessary documentation to the retail store to process a replacement for the consumer. The store will be reaching out directly to coordinate the pickup of the damaged unit and delivery of the replacement.

  We appreciate the consumers patience and are committed to ensuring the remainder of this process is handled as smoothly as possible.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about ServeCo Warranty only. Purchased furniture from ******** along with warranty from SERVECO. Filed claim for repair within warranty period provided all information required by company so that they could make repair two months after filing claim, the company sent new request for same information (within 5 days) or the claim would be ************ does not appear as though they have any intention of providing the repair

  

  Business Response

  Date: 06/10/2025

  Thank you for bringing the consumers concern to our attention and providing us with the opportunity to respond and assist. We understand the consumers frustration and apologize for any inconvenience theyve experienced during the service request process.
  
  To move forward with the service request as quickly as possible, we simply need a photo of the manufacturing tag located under the unit.A photo was submitted but is was too blurry to make anything out. Specifically,we are looking for the 16-digit *** number printed on that tag. This number is essential for us to accurately identify the item and order the necessary parts for the consumers repair.
  
  Please send a clear photo of the tag or the *** number (typed out) directly to ********************************** at the consumers earliest convenience.
  
  If the consumer is unable to send the *** number, please let us know and we will dispatch a technician to the consumers location to obtain the required information.
  
  We are committed to resolving this matter for the consumer. 

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the fabric protection plan from ServeCo at the time of buying my ******** sofa and loveseat recliners. I filed a claim due to my cat getting pee on both. I submitted pictures, a copy of the receipt, and a copy of the protection plan. One of the two claims was approved and I was awaiting a technician to come out. The other claim was denied. The denial letter stated that my protection plan did not include pet stains when it expressly stated it did. I called ServeCo and worked with a claims specialist ***** Head. He looked over all the information and said it must have been an error in the system and merged the two claims into one. He told me I'd need to contact the local Orlando ******** technician for cleaning and gave me the phone number. There was no mention of improper cleaning or warranty issues. I hadn't gotten around to it yet when I received a call from ServeCo (different person, not *****) expecting it to be the scheduling department. Instead, ServeCo told me that the merged claim is now denied because I hired a technician (an IIRC and CRI certified technician) come out and use hot water extraction (apply hot water, **** up hot water, that simple) to attempt to clean the stains. This is in accordance with the fabric care tag to use water based cleaners. Again, it wasn't even a cleaning solution; it was WATER. Filtered, simple, water. The escalations lead is telling me that I've voided my warranty and all they will offer is a courtesy cleaning but that they will not replace the fabric in the event the stain doesn't come out. It is absolutely ludicrous that they are stating that the application of hot water and removal of said hot water via vacuum voids the warranty. I want the claim reversed and ServeCo to honor the warranty I purchased; not try to find a loophole out of it.

  

  Business Response

  Date: 06/05/2025

  Thank you for the opportunity to respond to the consumers complaint regarding their Fabric Lifetime Warranty claim.
  

  We would like to begin by acknowledging that the consumer did purchase a valid Fabric Lifetime Warranty with coverage that includes pet stains. We also recognize that the consumer submitted all required documentation, including photos, a copy of their receipt, and a copy of the plan.
  

  The consumer initially submitted a service request related to pet urine stains. That first request was thoroughly reviewed and correctly denied due to a violation of the plans terms. Specifically, under the section titled Requirements for ******************* the Protection Plan clearly states:
  If a spill occurs, simply blot with a clean, dry cloth. If the stain persists, please contact SCS before attempting any further cleaning.
  

  In this case, the consumer hired a third-party professional cleaning service to perform hot water extraction before contacting ServeCo. While we understand this action was intended to resolve the issue quickly, any outside cleaning done prior to contacting ServeCo unfortunately voids coverage for that incident, as it prevents our technicians from inspecting and addressing the original stain. This policy is in place to ensure that any resulting damage, discoloration, or lingering stainsespecially on darker fabrics where urine may not be easily visiblecan be properly assessed and resolved under Protection Plan if applicable.

  After the initial denial, the consumer submitted a second service request. This request was incorrectly approved due to a processing oversight, as the information about the third-party cleaning was not included or recognized during review. Once the full context became clearincluding confirmation of the outside cleaningthe merged service request was reviewed, and the consumer was contacted and offered a courtesy cleaning.
  

  Although the claim cannot be approved under the Protection Plan, we do understand the consumers frustration and their intent to care for the furniture properly. As a gesture of goodwill, ServeCo has extended an offer to send a certified technician to perform an additional cleaning at no cost to the consumer.While this visit is not covered under the Protection Plan and does not include fabric replacement, it is intended as a courtesy to help resolve the concern to the extent possible.
  

  ServeCo is committed to upholding the integrity of our protection plans while providing fair and consistent service to all customers. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23419684
  
  I am rejecting this response because the initial denial was not due to improper cleaning. The initial denial letter stated that it was not approved due to pet stains not being covered, not improper cleaning. There were two claims submitted, one for the sofa and one for the loveseat, for the same reason, pet urine. One was approved; the other denied saying pet coverage was not included (which is false). This is why the first claims specialist told me it was a clerical error and merged the two. After the merge I was told that the claim was approved and the next step was to send a technician out. Furthermore, the pictures I submitted were taken PRIOR to the cleaning for the express purpose of submitting a warranty claim in the event the stains did not come up. So, the claim that the technician cannot know what the stains looked like before cleaning is patently false. Additionally, only water was used. Water should not void any warranty as it is a pH neutral liquid and the fabric care tag states water based cleaners are to be used.

  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 06/10/2025

  The issue at hand is the consumer got the sofa and loveseat professionally cleaned. Unfortunately, this action was not in accordance with the terms and conditions outlined in the Protection Plan.

  Due to this breach of the agreement, we are unable to move forward with processing the service request through the Protection Plan. We understand that situations like this can be frustrating, and in the spirit of good faith, we are willing to offer a courtesy cleaning but please note that this will be the full extent of the courtesy provided.

  This would involve dispatching a technician to attempt to remove the stain,with the understanding that results cannot be guaranteed.

  We kindly ask the consumer to confirm if they would like to proceed with this courtesy service so that we may begin making the necessary arrangements.

  We hope this demonstrates our commitment to consumer satisfaction, even in cases where the Protection Plan does not require service. We appreciate the opportunity to provide this response and to work toward a positive resolution.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23419684
  
  I am rejecting this response because, yet again, all that was used was water. Further, the claim was accepted and then rejected which goes against their responses to other warranty claims where they state that once a decision is made it can't be reversed. At this point I'm thoroughly frustrated with ServeCo and would settle for them refunding me the amount I paid for the protection plan on both pieces of furniture.

  
  Sincerely,
  ***** **********

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a claim in (#******) and had a technician scheduled to come out yesterday between 4:30-7:30 pm. The tech never showed up at my condo- the company claims the tech took a picture of my front door and called me. I want to see a picture that he claimed he took/ my front door has a particular character on it so I want to see the pic he took. I have no calls that were missed and no voicemails. I was home the entire day and there is a gate code that no one accessed. This is not right- I need someone to come out to my house immediately to check out my furniture claim and I dont want this tech to come out here ever! Please have the manager call me. ************ is their number.

  

  Business Response

  Date: 06/04/2025

  We appreciate the opportunity to respond to the consumer's concerns regarding their scheduled service.

  After a thorough review of the technicians records and service notes, we can confirm that the technician did arrive at the scheduled location during the assigned time window. As part of our standard protocol when a consumer cannot be reached or located, the technician documented the visit by taking photographs.

  These included:
  The building where the appointment was scheduled
  The route to the unit
  The front door of the unit in question
  

  The technician also attempted to contact the consumer by phone, as shown in the call log submitted with his report. No entry was gained to the unit, and there was no response at the door or by phone.While a "Not At Home" fee typically applies in these circumstances,we made a one-time courtesy decision to waive this fee for the consumer.
  

  We understand how frustrating this experience must have been, and in good faith, we immediately created a new service order for the consumer. As of now, the consumer is scheduled for a new service visit on June 4, 2025.

  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23386360
  
  I am rejecting this response because: the technician went to the wrong condo!  I am submitting a picture of my front door which does NOT have a peep hole and I also have a pic of my dog which the other pic that the tech sent did NOT.  They went to the wrong **** condo and I had NO missed calls on my phone!!!!!
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/04/2025

  Our technician followed standard protocol during the initial visit, including documenting the property with photographs and attempting to reach the consumer by phone. The address the technician visited matches the exact building number and unit provided to us by the consumer at the time of scheduling. We are unsure how any mix-up could have occurred, given the information on file was followed precisely.
  

  While the consumer states they did not receive a call, our technicians call log shows an outbound call was made to the phone number associated with the service order.
  

  To ensure the consumer is assisted without further inconvenience, we have scheduled a new service visit for today, June 4, 2025, with a different technician as requested. This visit will fully address the original service need.
  

  While we strive to resolve all matters to our customers' satisfaction, we believe weve taken every reasonable step to correct the situation promptly and professionally. We consider this matter resolved and look forward to completing the service today.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23386360
  
  I am rejecting this response because: The technician went to the wrong condo!    Look at the difference in the pictures!     I will also file a formal complaint with ****** *******.  I want the management company to come out here with their techs pic and compare to my front door- totally different.  I do not have a peep hole in my door.  The tech lied! 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/11/2025

  In regard to the consumer's claim that the technician visited the wrong condominium, we would like to clarify the following:

  The technician arrived at the address provided for the service request and went to the door that, based on that information, appeared to be correct. As this was the technicians first time at the location, he had no prior knowledge of the property layout and therefore had no way of identifying whether the door was incorrect. There was no indication provided to suggest an alternate entrance or additional unit details. As the consumer stated there are multiple buildings with the same door number. 

  We also want to confirm that the technician did attend the second scheduled appointment at the consumers home. During that visit, the technician thoroughly inspected the table and determined that it was within manufacturer standards. Based on this assessment and completion of the follow-up visit, the service request has been closed.

  We understand the consumers frustration and have documented their concerns. However, we believe appropriate steps were taken to address the service issue, including a second in-home evaluation.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased extended protection for furniture at lazyboy. For pet protection damage. Serveco is not honoring the claim made. They kept asking for pictures of the scratch reported and we did so multiple times over the last month. They just now denied our claim with saying not covered.

  

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and sharing your experience. We understand your frustration and sincerely apologize for the inconvenience youve encountered during the service request process.

  After reviewing your service request and the information submitted, we can see where youre coming fromespecially given that you purchased the Pet Protection Plan and clearly stated that the damage was caused by a pet at the time of your report.

  We apologize for any confusion or delay that occurred while gathering the necessary documentation. Based on the details youve provided,and the supporting photos submitted, we will move forward with resolution options in accordance with your Protection Plan coverage.

  A member of our team will be reaching out to you shortly to discuss the next steps and ensure this matter is handled promptly and fairly.

  Thank you again for your patience, and for giving us the opportunity to make this right.

   

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extended warranty was purchased through ******** Furniture in *********, **. Claim was filed on 3/101/2025 for a $2500 recliner that is used by my elderly father in law. After submitting pictures because they refused to send a technician, the wrong parts were sent to us. Technician was sent out on 4/10/2025. He told us to throw the parts away because they were the wrong parts. His report was sent back to ServeCo. Never heard from anyone. I called them and they proceed to tell me that all they will cover is the motor mount on the chair. Even though the motor failure bent and broke the frame. We were again told they would order the parts. I called and spoke to a manager today 5/14/2025 and was told they never ordered the parts. At this point it has taken at least 7 calls and hours on the phone and we have no parts and no chair.

  

  Business Response

  Date: 05/19/2025

  At ServeCo, we strive to provide efficient and effective service to our consumers. As part of our process, we attempt to triage service requests upfront using photos and information provided by the consumer. This approach often allows us to identify issues accurately and order the appropriate parts in advance, which expedites the repair process and minimizes wait times for the consumer. In many cases, this method is successful.

  We regret that, in this instance, we were not able to identify the correct part initially. Once our technician visited the home on 4/10/2025, they were able to assess the recliner in person and determined the correct part needed. That information was reported back to our team, and we have since ordered the necessary motor part, which is currently scheduled to ship on or around 5/20/2025.

  Regarding the structural damage mentionedspecifically the broken head framewe would like to clarify that this issue is separate from the motor failure. The motor malfunction would not typically cause the frame to bend or break. All structural or frame-related issues are handled directly through ********* as they are considered a manufacturers responsibility. This was communicated to the customer during our discussions.

  We understand the consumers frustration, especially given the impact this has had on their elderly father-in-law. We sincerely apologize for any inconvenience caused by the delays and miscommunication, and we remain committed to resolving the motor issue as quickly as possible. We will continue to monitor the order and follow up with the consumer once the part ships or if any additional updates become available.

  Thank you for allowing us to provide this clarification.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23330147
  
  I am rejecting this response because: the motor mount failure in fact did damage the under frame of the chair when it failed. The metal rod cracked the wooden frame on the front of the chair. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/10/2025

  There seem to have been some confusion regarding the damage and parts needed for repairs. The actual frame is not damaged, serveCo was under the assumption that it was the issue, which is why we stated that it would not be covered, but it is not. We were able to clarify with the technician who went out that aside from the front angle mount assembly the headrest assembly is needed as well.
  
  We have already ordered the front angle mount assembly, and the estimated shipping date was 5/20/2025 we are now expediting the headrest assembly.Once we have an estimated shipping date for the second part we will ensure to update the consumer with that information. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23330147
  
  I am rejecting this response because we were told AFTER the technician inspected the unit that the warranty would not cover it. We were told that we would have to take it to the ******** store for repairs. We did so as instructed and we are now stuck owing them $225. SERVECO should be responsible for this cost since the repairs are covered. I had to demand for a technician to come after the chair was improperly diagnosed via pictures you requested. The tech knew exactly what was wrong. There was no confusion. We were told that the repairs were not covered on multiple occasions as well as via this complaint. We are requesting that you pay the store directly the $225 that is owed for our chair. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/12/2025

  Good afternoon,

  We apologize for any confusion and frustration this may have caused the customer. We will be submitting the payment to the store for the customer's repair. Thank you, and again, our apologies. 

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner from **** furniture store with the extended protection plan from ServeCo which was delivered 10/2/2020. In ******* 2025 we returned to our Florida home. In April we had company and discovered our recliner was making a noise when our guest was reclining it. We dont normally use chair so its like new and it was first we heard of the noise. I called **** furniture store and they gave me ServeCo web site since we paid for 5 year Protection Plan. I went to site and completed claim. At the time I didnt think exact date was important since it was 5 year plan and I didnt have calendar near me, so I just gave date we returned to *******. They denied my claim for that reason claiming it was beyond 30 days. I emailed them and explained April 6, 2025 was the first time we noticed the noise, when we had company. The ******* date was just the date we returned home to *******. They refused to correct claim or approve claim. So I tried to refile claim with correct date but, I havent heard anymore from them.

  

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to review the consumers service request and provide feedback based on the decision made.

  We treat every service request with the utmost importance, and our decisions are always based on the terms and conditions outlined in the Protection Plan. We understand that this may not be the resolution the consumer was hoping for, but our decision was made in accordance with the specific guidelines of the plan.

  Once a date has been entered, a determination is made, and the consumer is notified, we are unable to make changes to the record. In this case, January 7th, 2025, was entered as the date of the damage and the service request was created 4/8/2025. Unfortunately, we cannot modify that information in our system as the service request has already been processed and deemed not qualified.

  We understand this may be disappointing, and we sincerely apologize for any inconvenience. However, we are obligated to adhere to the terms and conditions outlined in the Protection Plan.
  Thank you

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23313039
  
  I am rejecting this response because: I paid for 5 year protection and to refuse to honor based on such a technical issue, which I corrected right away, is wrong! Its poor business and just a way to get out of it. 
  Especially since its probably just a simple fix like lube or adjustment to a part!
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to provide additional clarification regarding this matter.

  We understand the consumers frustration and appreciate the chance to address their concerns. However, we must adhere to the terms and conditions outlined in the Protection Plan, which require accurate and timely reporting of claims. If the consumer was aware of the actual date the issue occurred, it is important that the correct date be provided at the time of the service request submission. The initial entry of an inaccurate date can impact eligibility under the plan, even if later corrected.

  Additionally, based on the consumers own description, the chair is still fully functional and is simply making a noise, which they believe may be resolved with lubrication or minor adjustment. We want to respectfully note that the ServeCo Protection Plan is not a maintenance plan.Routine care, such as lubrication of moving parts or hinge servicing, is considered maintenance and falls under the responsibility of the consumer.These types of services are not covered by the warranty, as they are not related to a structural defect or product failure.

  We value our consumers and strive to be transparent about what is and is not covered under the Protection Plan. While we understand this may be disappointing, our decision is based on the guidelines and limitations of the plan.

  Thank you for your understanding.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23313039
  
  I am rejecting this response because:

  I am NOT evaluating what problem isonly that this could have been resolved easily by them! I did not want to mess with trying to fix because then they would say I shouldnt have messed with it. They are simply trying to avoid doing the service I paid them to protect me for. I will make it known to others NOT to EVER take their service warranty out! Its a SCAM and waste of money!!
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ******** chair few years back and paid for the extended warranty. We have filed 2 warranty claims with Serveco and have not received any response to either. The email we received confirming the submission on April 12th of 2025 says that we would receive a message back within two business days. It is going on 3 weeks with no response. I've emailed all contacts I could find at Serveco, left multiple messages, and have received zero communication. We want the chair to be repaired per the warranty that we paid for, OR, we want a reimbursement of $500 that the warranty cost us when we purchased the ********** is the email we received on April 12th:*****,Thank you for contacting ServeCo. We look forward to assisting you.Service request #****** has been received and is being evaluated. Please maintain this identifier for future use. During the next 2 business days a service advisor will email you to help with the next ******** check the status of your service request at any time, visit ********************************* and enter your service request ID and enter your service request ID and associated email address.Kind Regards,Your ServeCo Service Advisor

  

  Business Response

  Date: 05/09/2025

  Thank you for bringing the consumers concerns to our attention and the opportunity to respond. The consumer submitted 2 different service requests. The first one was reported back in Dec 2024 and the consumer report, Cat has clawed up armrest,rear, and front of chair and urinated on the chair. Damage is all around chair.The service request was opened 12/5/2024 and after all of the information needed to proceed with a service request was received the consumer received a letter via email explaining why the service request did not qualify for service through the Terms and Conditions of the Protection Plan. Listed under the section WHAT IS NOT COVERED it outlines, Any accumulation of stains or damage, including stains, damage, or soil buildup (as well as perspiration, hair and body oil)that occurs from repeated use, rather than from a particular incident. The damage reported and the photos reflect extensive damage throughout the chair and cannot be attributed to one single incident.

  The second service request submitted on 4/12/2025 and reported, The chair is no longer reclining properly and when sitting down it groans tremendously and feels as if it may collapse. It sits lower on the right side while sitting down. I heard a small click yesterday when trying to recline the chair and now it seems totally out of sorts. The consumer purchased ********** Plus Pet that consumer did not purchase a power plan that would extend services to power,  mechanical, and /or structural issues. The consumer would have had to purchase the Protection Plan that includes power. This was explained to the consumer in a letter via email.
  ServeCo strives to process all service requests fairly and in accordance with the agreed-upon terms of the Protection Plan. We appreciate the consumer taking the time to share their experience and welcome any additional documentation or clarification that may assist in further review. Our goal is always to be transparent and responsive while upholding the integrity of the protection program.

  We are happy to honor the consumers request for a refund of their Protection Plan. However, it is important to note that the refund will be issued on a prorated basis, in accordance with the Terms and Conditions outlined in the Cancellation section of the Plan. Specifically, a full refund is available within the first 30 days of purchase, while any cancellations made after that period are eligible for a prorated refund based on the remaining term of coverage.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2024, I purchased the extended warranty for my sofa and loveseat. Then, in late January of 2025, I submitted claim on their website and waited. Several days later I was asked for additional pictures and additional information. It was all submitted. Then I waited for a technician to be scheduled to come out to my home. No one ever called me and I had to continue to contact the company to try to get this done. None of the technicians were available during the hours or days that I needed. However, this was not communicated to me until several weeks had gone by. Cut to 2 months later and I'm still trying to get a technician out to my home. Finally, on March 18th I spoke with *** in escalations after a very rude and hostile woman was talking over me and yelling at the top of her lungs. I told *** that since I could not use the service, being that they would not accommodate my schedule, I needed a refund. She said that she processed the refund of over $250 and that it would take 30 days before I would recieve the check in the mail. She confirmed my address and I thanked her. I checked back in April 4th to see if the transaction had gone through and was told by an associate that the refund was "in process" an I should receive the check within a week. Today is now May 2nd. It has been over a month and a half and I still have not received my refund. In addition, when I log into the website to check on the status of the original claim, it states that "the service was completed on 3/18 and the ticket was closed". This is a scam and a total waste of time and money. This company owes me money and should not be able to get away with the atrocious manner in which they treat their customers.

  

  Business Response

  Date: 05/09/2025

  First and foremost, ServeCo sincerely apologizes for the inconvenience and frustration the consumer experienced throughout the service process. We recognize that the delays and communication gaps did not meet expectations, and we regret the impact this has had on the consumer's overall experience.

  Regarding the scheduling of a technician, an appointment was offered to the consumer; however, it was declined due to the need for a Saturday visit. We certainly understand the importance of accommodating specific availability, but weekend scheduling can unfortunately extend the timeline due to limited technician availability on those days.

  Following the consumers request for a refund in lieu of service, our resolution team processed a check request and submitted it to our accounting department. While there may have been internal delays in the accounting process, we want to reassure all parties that the refund has been confirmed as processed. After personally following up with our accounting team, we have been assured that the consumers check will be mailed and received within the next 10 business days.

  We deeply regret the delay and any inconvenience this has caused. ServeCo remains committed to resolving this matter fully and fairly, and we hope this refund provides closure to the consumers concern. We also appreciate the feedback, which we will use internally to continue improving our processes and communication standards.

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ServeCo with an issue with my Lazy Boy chair. I paid for an extended warranty with ServeCo through Lazy Boy. The ******** location is on ********* in **************** ********. I have a chair with remote control and it stopped working properly. I also have a power lumbar support on the chair and when the lumbar is not being used and is fully retracted it sticks out causing pain to your kidneys. I first contacted ServeCo about these issues on 01/22/2025. After several calls and attempts through ServeCo and Lazy Boy it took until 03/27/2025 to finally get a service person to my home. Over two months. At that time the individual was at my home for approximately 15 minutes. He told us that he had to order parts. Did not tell us what parts, nor what he was actually fixing nor what the parts were that he was actually ordering to fix what. Left us with no answers or paperwork explaining anything. Ive heard nothing from them since and now its 04/26/2025 and still have a broken non working chair. Its been a month since he was here and nothing. I want my chair fixed now!!!! I also want the money I paid for the extended warranty returned being that they are not honoring it. I want ServeCo and Lazy Boy both held responsible.

  

  Business Response

  Date: 05/09/2025

  ServeCo regrets the frustration and inconvenience the consumer has experienced while seeking service for their ******** chair. We recognize the importance of prompt and effective support, particularly when dealing with functional issues involving comfort and health, and we sincerely apologize for any delays.

  The initial service request was submitted in January 2025. However, we were unable to proceed until all required documentation and photos necessary to process the claim were received, as outlined in our standard service process. Once those materials were submitted and reviewed, we were able to confirm and move forward with the request in mid-February 2025.

  Based on the consumers report, we initially submitted a part order request for the master control module (MCM), remote, and cradle. In early March 2025, the consumer contacted ServeCo and expressed concern that a technician should evaluate the chair before parts were ordered. In response to this request, the part order was canceled, and we prioritized sending a technician to the home for an in-person assessment.

  On March 27, 2025, a technician visited the home, confirmed the necessary partsMCM, remote, and cradleand the parts were subsequently ordered and shipped directly to the consumer. ServeCo has now opened a new service order as of May 7, 2025. This order has been accepted by a technician, and per our standard process, the technician will contact the consumer within 48 hours to schedule an appointment for installation and repair.

  We understand the consumers disappointment and are committed to ensuring the remaining steps are completed as efficiently as possible. While we regret the delays that occurred, ServeCo is actively working toward a full resolution and stands behind the coverage provided by the Protection Plan.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23255061
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** **********

  Their response is ludicrous. It appears that they want to place all the blame on me. My question is why is all the work placed on me? First they should have sent a service *** to my home after my request in early January. They should have gotten the information they needed and assessed the issues  in early January. Explain to me how they assessed only one issue of a few by a simple complaint in a request without even examining the chair? According to your logic if I sent a request to **** and said my engine is not working correctly then they would just send me a new engine without ever looking at it. Thats nonsense. Then after all that you send the parts to me and then in an email youre expecting me to install them. What kind of a company does that? Then after all this time it takes another week to receive the part, 2 days for you to contact me to make an appointment and then another 3 weeks to get a service person to my home. To top it off I have to waste a Sunday of all days for you to service my chair. After all the c*** you have put me through a service *** should have been in my home the day after the parts arrived. So no I DO NOT EXCEPT your answer to my complaint and your company should be held responsible and not me!!!!!!

  

  Business Response

  Date: 05/14/2025

  First and foremost, we want to sincerely apologize that the consumer feels this way about their experience. It is never our intention to cause frustration, and we understand how delays and miscommunication can lead to dissatisfaction. We regret that this situation has led the consumer to feel the burden was placed solely on them.

  To clarify one specific point raised: at no time did we instruct the consumer to install the part themselves. Our exact communication stated:
  

  "We have confirmed that a part has been ordered to help us reach a successful outcome. Upon arrival, please respond to this email if you desire to have a technician assist you in completing the installation."

  This language is standard in our service process because some consumers do prefer to install minor parts on their own for convenience or speed. However, we always offer professional installation and support as part of the service process, and that option was clearly presented in this case.

  The consumer is currently scheduled for repair service, and we look forward to completing the necessary work and resolving the issue as soon as possible. We are committed to closing this service request to the consumers satisfaction, so they are able to enjoy the furniture as intended. 

  We appreciate the opportunity to respond and remain focused on delivering a resolution.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23255061
  
  I am rejecting this response because:
  
  Sincerely,

  **** **********
  
  They still do not except any responsibility for their ineptness to supply the services paid for. To start as far as miscommunication from the very beginning is ridiculous. The first thing that should have happened was to send out someone to service the chair. I shouldnt have had to take pictures of the chair, crawl under the chair and take pictures of serial numbers and send pictures of issues with the chair that cannot be seen. How do you take pictures of an electrical issue? The only responsibility I shouldve had in this matter is to report the issues. As far as not telling me to install the part is nonsense. Read what you have written. You said to respond to the email if I needed a technician to help to COMPLETE THE INSTALLATION. Anyone with half a brain would take as you should try and install the parts and if you cant then call us for help. Parts that were sent to me are electrical parts. If I tried to install electrical parts and broke a wire or connector what would your response have been? Are you going to send me another one? I guarantee you would have told me that youre not responsible and Im out of luck. It is now the end of May and my chair still does not work and this was reported in January. Thats almost 5 months!! So no I do not except your excuses or explanations. The only thing I would except as a resolution is a 100% refund of what I paid for an extended warranty thats useless. So I want this as a permanent strike against your company as far as the BBB is concerned.