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:08/21/2024

  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 bought an electric sectional sofa from boscovs in 2022. I bought a gold warranty for it for 5 years which ******* goes through serveco. My sofa stopped going back to the regular position and the phone charger part stopped working . I filed a claim with serveco. I got an email to go back to boscovs cause they were not covering it . ******* emailed serveco and I was told because I did not know how it broke I am not covered . Why did I pay for a 5 year warranty Gold coverage . I am not a technician. I do not know why it stopped working .my service request #******. ******* told me I have to pay for it .

  

  Business Response

  Date: 08/21/2024

  It appears there was a digital error with the consumer's invoice receipt, which incorrectly indicated a delivery date of 8/5/2024. This would have placed the consumer within their 1-year manufacturing warranty period, prompting us to redirect them to Boscovs for manufacturer service. We have corrected the delivery date to 4/1/2022 and will now proceed with processing the consumers service request.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22173594
  
  I am rejecting this response because:they have not emailed me to let me know any info of when they will br coming to fix my sofa especially since I do have a 5 year warranty . I had also sent them everything they needed . It had been broken for 2 weeks now . 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/28/2024

  To proceed with the service request,we need to obtain the manufacturing tags from the consumer. These tags include serialized numbers that identify the specific unit, allowing us to order the correct parts from the manufacturer. We have attempted to reach the consumer at the two numbers provided on their service request but have only been able to leave voicemails.
  

  If the consumer is unable to provide the manufacturing tags, we can arrange for a service technician to visit and collect them. While this will delay the service process, we are more than willing to accommodate this request. We have also left a voicemail offering this solution and are waiting for a response.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22173594
  
  I am rejecting this response because:I would like them to come out and find the attachment that is broken . No one has tried to call me or my mother . If so, I would not be calling the BBB. I sent an email and they could email me back and let me me know this information. I have not received anything . . If you could, please have them give you the name id the technician, the phone number and what day anytime they are coming so u can have someone meet them . 
  

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

  

  Business Response

  Date: 08/31/2024

  ServeCo has opened a service order to address the issues the consumer has been experiencing with her power loveseat.
  

  A service technician will be in touch with the consumer within the next 48 hours to schedule a visit. During this visit, they will obtain the necessary manufacturing tags and confirm the parts needed for the repair.
  

  Once we confirm the required part, we will promptly order it, have it shipped to the consumer, and arrange for a service technician to install it.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a warranty on our couch to cover any potential damage. Filed a claim after several cushions were damaged to get new covers and were told that we'd "hear something" when they had an update with no timeline. Months went by, called them again, and they stated that they'd never received the requested photos of the damage even though we have confirmation they were received. Re-sent the photos and were told it was in review. Months later, contacted again and were told that a "vice president" reviewed and denied our claim (which we got no notification for) because they believe we lied about the damage, "improper use of the couch" (LOL WHAT), and they don't cover seam damage (except that the seam damage isn't due to the seams splitting, it's from the other parts of the cushions being ripped, but sure, VP). Now we're being told that we have to PAY just for them to contact the manufacturer to see if we can even get replacement covers, which we have to pay for. What's even the point of the warranty if we just get accused of lying and the claim denied? We have to pay for you to send an email? What a joke. I just want my replacement covers.

  

  Business Response

  Date: 08/21/2024

  We greatly value customer feedback as it is crucial for improving our services and exceeding expectations. The consumer submitted their service request on 10/16/2023. We requested all necessary documentation to proceed but were unable to continue due to a lack of response and incomplete documentation, leading to the closure of the service request on 11/2/2023. The consumer did not follow up until April 2024, at which point ServeCo informed them that the required documentation was still missing.

  Once ServeCo received the documentation at the end of April, it was uploaded to the service request. However, the request was closed because the damage observed was extensive and inconsistent with the initial report. The consumer's service request, submitted through ServeCos online portal, described the issue as follows: Please give a brief description of the stain or damage. Cushions are torn.  What was the cause of the stain or damage? Child sliding on cushions.
  

  The Protection Plan does not cover damages resulting from improper use. Specifically, the plan excludes coverage for issues like those caused by sliding down the back pillows, which is not a proper use of the furniture. This is outlined under the section titled Improper Maintenance, Care or Misuse, which states, Stains or damage resulting from the improper use or misuse of furniture, including using the furniture beyond its intended purpose.
  

  There are four affected cushions, and the consumer submitted photos indicating the damage. Notably, one cushion was covered with duct tape, presumably to prevent further deterioration. Upon reviewing the photos, the damage appears more consistent with animal-related issues or other causes, rather than from a child sliding down the cushions.Specifically, two of the casings have holes that are not along the seam lines,with the holes being frayed and ragged, suggesting significant wear and tear.ServeCo has uploaded images of all four casings for reference. Additionally,the damage spans across four out of the eight casings on the sectional,indicating a pattern of widespread damage rather than isolated incidents.
  

  Referring to the Protection Plans WHAT IS NOT COVERED section under General, it specifies: Any accumulation of stains or damage, including stains, damage, or soil buildup (as well as perspiration, hair, and body oil) resulting from repeated use rather than a specific incident.
  

  Given this, ServeCo cannot proceed with the service request, as it does not meet the eligibility criteria outlined in the Protection Plan's terms and conditions.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22170231
  
  I am rejecting this response for multiple reasons, but no worries, the original store took care of us within one day. Case can be closed. 

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

  

  Business Response

  Date: 08/21/2024

  We are glad to hear that the original store was able to resolve the issue. We will proceed with closing the service request.

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/20/2024

  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 power reclining chair from ******, ************************************************* that was delivered 7/10/2020. The purchase included a 5 year ****************************** that cost $110. The chair's power mechanism is malfunctioning. I opened a "Request for Service" on the companies website. When I enter the information now to follow up, the web site says "not found."I just want my money back. Thank You.

  

  Business Response

  Date: 08/21/2024

  Serveco received a service request from the consumer on 8/19/2024 reporting an issue with the recliner,specifically, When the footrest is raised the chair continues to rock.
  

  To move forward with the service request, ServeCo requires the consumer to provide a copy of their invoice receipt, manufacturer tags, and a photo of the damage and the overall unit.

  An email requesting this information was sent to the consumer on 8/20/24.
  

  The email is below:
  

  08/20/2024 11:30:36 |
  From Email
  ********************************************************
  To Email
  ********************
  Body
  

  *********************,
  

  Thank you for filing your request with us. We want to make this process as seamless as possible for you.
  
  To move your claim forward we will need these things:
  -One clear photo of the entire unit
  -One clear photo of the manufacturers tag that is attached to the furniture
  -A copy of your receipt
  -A copy of your contract
  

  Upload your files at upload.serveco.com 
  

  Next Steps:
  

  -The requested information must be submitted in the next 5 business days, or a      new service request will need to be opened and re-evaluated
  

  -Your service request will be advanced to the next step
  

  Kind Regards, 
  

  Your ServeCo Service Advisor
  
  The information in this email, or emails included herewith that were generated by employees or representatives of ServeCo North America or its affiliates, is intended solely for the addressee.Access to or use of this information by anyone else is unauthorized unless the intended recipient authorizes such access and use. If you are not the intended recipient, please immediately destroy this information and any attachment to it. Any unauthorized use, disclosure, copying, or distribution of such information,or any action taken or omitted to be taken in reliance on it, is forbidden and may be unlawful. The information contained herein is believed to be accurate;there is no guarantee of such accuracy, however. Neither the sender nor ServeCo North America or such affiliates assume any obligation, nor are they liable,for any losses, injuries, damages (direct, indirect, incidental or consequential), which may arise from the use of or reliance on any information contained herein.
  
  If the consumer chooses not to proceed with the service, they will need to contact the store where the protection plan was purchased to request a prorated refund of their protection plan. 

• Initial Complaint

  Date:08/16/2024

  Type:Product 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.

  Servico Warranty is purchased in store by a sales representative. This person is especially a representative for serveco products as well by selling it. Serveco packages the product in a way that the contact can not be read by the customer until after purchasing. They refuse to warranty the product referring back to the warranty contract that they intentionally packaged to remain unavailable to the customer.

  

  Business Response

  Date: 08/20/2024

  We regret that the consumer feels as though their experience has not met the expectations they had when they purchased this Protection Plan.At the time of purchase, consumers are provided with a comprehensive Protection Plan outlining specific Terms and Conditions, Requirements for Service, and coverage details. When this complaint came through ServeCo reached out to the consumer to gather more details as we have records of 2 service requests for this consumer.
  

  We have reviewed the service requests and noted the following:
  

  March 2024: The consumer reported pet damage to the left-side seat casing. We ordered and installed the replacement part.
  

  June 2024: The consumer reported pet damage to the right-side seat casing. We ordered the part, and it is currently on its way to you.
  

  July 2024: The consumer submitted a new request for pet damage to the same left side seat casing that was replaced in March
  

  Per the ********** VIP PET 5 Year Protection Plan, listed under section titled, SERVICE PROCEDURES the 5th bullet down states, Replacement, or Reselection will complete Your coverage under this Protection Plan on the area, component, or piece of furniture. Replaced or Reselected furniture may be eligible for a new SCS Protection Plan at the discretion of SCS
  

  As the left side seat casing has already been replaced, we are unable to replace it again. The consumer confirmed this is where the complaint originated from.
  

  I understand the consumer has concerns about not fully understanding the Protection Plan at the time of purchase and feeling stuckafter reviewing it later. However, its important to note that there was a 30-day period from the date of purchase during which the service contract could have been reviewed and refunded in full.
  

  This is explained in the section titled, CANCELLATION it states, You may cancel this Plan by calling Us at: ************** during normal business hours (Monday through Friday, 8:00 a.m. to 7:00 p.m. or Saturday 8:00 a.m. to 5:00 p.m. eastern time). If cancelled within (30) days,You will receive a refund equal to the purchase price of this Plan.
  

  ServeCo has now addressed two areas of pet damage. We would like to highlight that under the section titled WHAT IS NOT COVERED,specifically under Improper Maintenance, Care, or Misuse, it states:Repetitive animal damages are considered preventable occurrences and will not be eligible for service.

• Initial Complaint

  Date:08/15/2024

  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 a Sleepys Deluxe Adjustable Base from Mattress Firm less than a year ago. About 2 months ago the bracket snapped from the frame when we lifted it. We called Mattress Firm and they told us to call the # on the manual which was ServeCo. So we called them they created a service request and told us a tech would call us to make an appointment. Noone ever called so we called ServeCo back and we were advised someone didn't put us in the system but they would send parts out ahead of time so it could be fixed quicker. So we were provided another tech they did contact right away although the appt wasn't for weeks we took the appointment. The tech came out and basically said the bed was not ***airable and he would send his ***ort to ServeCo. Another few days passed ***** called us so we had to call them and we're advised the the model had a known defect and we would get a ***lacement I advised that I would prefer a refund if it's a known problem I'm sure the next one will have the same issue. We were given several numbers and found some online. Called Mattress Firm, ServeCo, Sleepys, the extended 10 warranty ***** Resident Home, etc and everyone gave us the run around saying that they do not handle ***lacements and they all passed it off to the next company and i called and ended up in a complete circle. Frustrated we decided we would take the refund since we were getting noonwhere so we called ServeCo back and the latest *** told us we weren't in the system and had to have a *** come out all over again. This has been a complete nightmare from the beginning. The bed is cheaply made yet very expensive and we have been getting the run around from every single company we have dealt w w this issue. Unfortunately I will no longer be purchasing any products from them as their customer service skills are horrendous. We are stuck with a broken $1500 pile of metal.

  

  Business Response

  Date: 08/21/2024

  We value consumer feedback as it helps us identify areas for improvement and enhance our services. The consumer contacted ServeCo about their Sleepys Deluxe Adjustable Base. We initially attempted to troubleshoot the issue and ordered a part for repair. However, the service technician found that the part did not resolve the problem and indicated that an additional part, which is not available for order, would be required. Consequently, ServeCo decided to replace the base for the consumer.
  

  The consumer requested a refund instead of a replacement due to concerns about recurring issues. As ServeCo does not handle cash refunds, we directed the consumer to Resident Home for a refund. Despite this, the consumer eventually agreed to the replacement. Once we received confirmation, we expedited the replacement process and arranged for it to be completed the same day.

• Initial Complaint

  Date:08/13/2024

  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 Servco 8/1/2024 reference an issue with my recliner I purchased a power motor care 5-year plan. It was purchased 09/03/2021. I advised them that when opening and closing the recliner it was making a very loud noise. They sent me an email stating that stains were not covered, and my request was denied.

  

  Business Response

  Date: 08/21/2024

  We regret that the consumer's experience with their service request did not align with their expectations. The service request indicated an unusual noise when closing the recliner; however, no defects such as misalignment, malfunction, or mechanism obstruction were reported. Its important to note that noise alone does not necessarily indicate a problem with the unit or its internal components. Often, applying lubrication and performing routine maintenance can resolve such issues.
  

  Listed in the Protection Plan under TERMS OF SERVICE the 1st bullet down states, This protection Plan is not a cleaning or maintenance contract, insurance policy, or Your original manufacturer warranty. This Plan covers Your covered furniture for certain mechanical and structural breakdown and accidental damage from normal household use, of one new piece of furniture as listed in the WHAT IS COVERED section.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22125580
  
  I am rejecting this response because:

  This was a mechanical problem and all that was sent to me was it was denied. I will not do business with this company and will advise all I know not to also.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2024

  If there is a mechanical issue, ServeCo is committed to honoring the service contract purchased and has no problem dispatching a service technician to assess and address the problem. We attempted to reach the consumer at both contact numbers provided in the service request but were only able to leave a voicemail.
  

  We have now initiated a service order and assigned a technician. The consumer will be contacted within 48 business hours to schedule an appointment.

• Initial Complaint

  Date:08/07/2024

  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 reclining loveseat from Sofas Unlimited on 4/29/23 when they were having a going out of business sale and we purchased the 5-year furniture service agreement with ServeCo at that time. In April of this year, barely a year from the purchase date, one of the mechanisms in one of the chairs broke and we submitted a claim with ServeCo at that time and provided all the necessary pictures and documentation that was required. They sent a technician who confirmed it was the left side facing mechanism that broke. I was told that ServeCo would order the part, have it sent to our house and send a technician out again when the part was received to replace the broken mechanism. I was told that it was all covered under the warranty. For the next 3 months, I called periodically to get updates on the status of the part (as no one from ServeCo ever contacted me with a status update) and was told that they were "waiting for the manufacturer to get back to them" to advise them the price of the part. I repeatedly asked them to follow up with the "manufacturer" and let me know what was causing the delay, which never happened. On 8/6/24, I called again for another status update and was told that due to the Sofas Unlimited store that we purchased the loveseat at going out of business, they could not obtain the part, as they do not deal "directly with the manufacturer." So, we waited 3 months for them to realize the store was closed, which I had already told one of their customer service **** over the phone when I talked to them. They have advised that they are refunding us the purchase price of the warranty, as they cannot order the part since the store is closed. I find it very hard to believe that a warranty company does not deal directly with the actual manufacturer and only deals with the store the furniture was purchased at. Never mind that their customer service **** told me multiple times over the phone they were "waiting for the manufacturer" to get back to them.

  

  Business Response

  Date: 08/21/2024

  When a retailer goes out of business, we have a parts department that continues to work with ServeCo to help source parts. Since manufacturers are typically accustomed to collaborating directly with retail stores, there can occasionally be delays in securing parts or receiving updates. If ServeCo is unable to obtain parts through the manufacturer, we also have other resources we rely on to acquire them. After exploring all available channels and exhausting our efforts, we proceed to the next step outlined in the Protection Plan.
  

  Listed under Service Procedures referring to section, 5.1.4.Refund it states, If We are unsuccessful in repairing the stain or damage to Your Furniture, and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Agreement has closed, no longer carries ServeCo North America Agreements, changed ownership, or stopped selling Furniture, or You have moved from the original store location's operating area since Your Purchase, and We cannot provide a suitable Replacement, We will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection.
  

  ServeCo reached out to the consumer and presented this resolution. The consumer paid $299.00 for the Protection Plan. If the consumer approves, we will issue a check, which they will receive within 10 days. 

  Customer Answer

  Date: 08/22/2024

  Good Afternoon,

  I am not at all happy with ServeCo's response, as it only solidifies the fact that they were not truthful in the information that they provided to me. More than one ServeCo employee told me that they DO NOT and WILL NOT contact the manufacturer, that they only contact the business to secure the part(s) needed, and that it has taken this long for them to find out that the business had closed.  As I stated in my original complaint, I found it very hard to believe that they were insisting they DO NOT and WILL NOT contact the manufacturer to secure the part(s) and now, according to their response, they apparently do contact the manufacturer.  Also, never once did they mention to me that they had a parts department that was trying to help source the parts, so I am having a very hard time believing them when they say they have "explored all available channels and exhausted all efforts," since their story has clearly changed from when I spoke with them until now.  What I would like to happen is for them to order the part(s) needed and fix our furniture, as the $299.00 refund for the protection plan is a far cry from the amount that we paid for the furniture.  I understand what their "Service Procedure" states and I would accept that if I felt like they actually did exhaust all options.  Having said that, we received the $299.00 refund check in the mail from them today, so do we still have the option of again asking them to secure the part(s) and fix the furniture or is that not possible now since they sent the refund check already?
  

  Thank you for your help.

  *****************

  

  Business Response

  Date: 08/29/2024

  To clarify, we did indeed explore various options to secure the necessary parts for the consumers service request. While not all manufacturers work directly with us, many do, and we made every effort to contact them to obtain the parts.
  

  We also have a dedicated parts department that actively seeks out solutions when parts are not readily available. It appears there was a misunderstanding regarding our procedures,and we regret any miscommunication that may have occurred.
  

  At this point, a check for $299.00 has been issued as a refund for the protection plan. As per our service procedures,once the refund has been processed, we are unable to continue with the repair services for that request.

• Initial Complaint

  Date:08/06/2024

  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 2 la-z-boy recliners from Wayfair 3/23. By 5/24 both recliners started falling apart. Both mechanisms are failing,the wood frames are cracking and the fabric is fraying. ******* said they are not responsible due it's past 1 year. La-z-boy said they will pay for parts repairs. They referred me to Serveco. They instructed me to send them $175.00 to send a repairman out to assess parts which they did. He was here 5 minutes and ordered new parts for both chairs. He stated once the parts are received, the technician will return to install. I just received another request for an additional $125.00 for the technician to install the parts. These recliners are nowhere near worth the purchase price plus an additional $300.00 to repair. I am requesting the return of my $175.00. They have totally taken advantage of a senior citizen living on a fixed income. I will accept them repairing the chairs at no additional cost.

  

  Business Response

  Date: 08/07/2024

  ServeCo follows a specific process for managing our non-warranty program. The consumer is either explained this over the phone or send an email.

  Heres an outline of the program:
  

  Thank you for providing the information that was necessary for us to evaluate your service eligibility for your furniture repair needs.Our assessment of the damage is that is not covered by the terms of your Manufacturer Warranty. Consequently, we have transferred your request to our non-warranty department. 
  
  We understand the importance of resolving your concern promptly, and we offer two service options for your convenience.
  
  Please be advised that, before proceeding, there is a $35 processing fee associated with any non-warranty services. This fee covers various aspects,including creating your account in our system, ordering necessary parts, and coordinating with a certified repair company in your local area if required. It is essential to note that parts and labor are not included in this fee.Additionally, this processing fee is non-refundable if the manufacturer advises that the necessary parts are unavailable.
  
  Here are the service options available to you:
  

  Triage and Parts Ordering: We can work together to identify the issue and order any required parts directly from the manufacturer. If there is a cost associated with the parts, it will be an out-of-pocket expense for you. Upon receiving the parts, we will gladly provide installation services if needed.
  

  On-Site Inspection: Alternatively, we can dispatch a technician for a comprehensive inspection of the piece. If the technician can address the issue during the initial visit, they will proceed accordingly. If parts need to be ordered, we will submit a part order form to the manufacturer for an accurate quote on the customer-paid part. Subsequently, we can arrange the installation service upon receiving the parts.
  

  Each technician visit incurs a labor service fee outside the one-year manufacturer warranty. The fee for the initial home visit is $175.00,and any additional visits will be billed at $125.00 per hour.
  
  Should you wish to proceed with either of these options or if you have any further questions, please contact your service advisor. We are committed to providing you with the best possible service and ensuring the resolution of your needs.
  
  Thank you for choosing us, and we appreciate your understanding.
  

  ServeCo recognizes that the consumer may not have fully understood the terms and conditions of the program. If the consumer wishes to proceed with the service, ServeCo is willing to share the cost. Instead of the full $125.00, we will only need to collect $62.50 to proceed with installing the parts.

• Initial Complaint

  Date:07/28/2024

  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 bought fabric lifetime insurance on my couch when I purchased it 10 years ago. It was my understanding from the salesperson that should my couch be damaged, this insurance would cover the cost to assess repair, repair or refund the original purchase price. Fast-forward to this summer, I moved from ****** to ****** and my couch was damaged in the process. There is a tear in the front (not along a seam) and a dirt spot on the corner. I filed the claim with Serveco. The claim was denied with the following reasoning provided:Timeframe-request was submitted outside of the 30 day timeframe specified in your warranty Accumulation-Photos indicated multiple areas of damage that are not consistent with a one-time specific incident but show accumulated damage over time Not Covered-your warranty does not cover the type of damage submitted in your request, i.e. pet damages with a non-PET coverage warranty Repetitive animal damages-repetitive animal damages are considered preventable occurrences and are therefore not covered under your PET warranty Expired Warranty Unknown - origin or cause of damage(s) are unknown None of these are applicable. These damaged were caused by my move. I called the customer service line and left multiple messages. No return calls were made. I have no other option to reach customer service to counter this.

  

  Business Response

  Date: 07/29/2024

  
  The message the consumer received is a standard notification that appears when a service request is deemed ineligible. This message is generated by the online portal and indicates that the request is not covered, with potential reasons listed. For further details about the service request, please contact ServeCo directly. We looked into the consumers service request,and it states, Area on front of couch ripped and stain on corner of the couch due to the movers. The service contract covers accidental damage from in home use.Listed in the Lifetime Fabric Protection Plan listed under WHATS NOT COVERED referring to section, Non-Household Environments it states, Stains or damage that occur while the furniture is in storage, or being moved to or from storage, or between residences. Followed by, Stains or damage that occur while the furniture is not located within Your residence. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22055529
  
  I am rejecting this response because: damage occurred within my residence.  You are assuming that the damage occurred in transit.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/29/2024

  There were no specifics as to where the damage occurred,just that the consumer moved from ****** to ****** and the cause of the damage was listed as Movers. The consumer also noted, I moved from ****** to ****** and my couch was damaged in the process.
  

  Please note that any damage resulting from moving the furniture, whether inside or outside the home, is not covered under the protection plan.  Listed under WHAT IS NOT COVERED referring to section titled ************************** or Misuse it states, Stains or damage resulting from the improper, in-home movement of furniture.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22055529
  
  I am rejecting this response because: couch was in my home at the time of damage.  While opening my couch from packaging, it was damaged with a knife.  It was in my home.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/24/2024

  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.

  On 2/5/2023 We purchased a couch set from Weekends Only which was going out of business. We were hesitant to buy since the company was going out of business, however multiple sales people stated that if there was any issue with the furniture, the warranty company will fix, replace,or refund it if not repairable. As they were selling this "piece of mind" we decided to make the purchase. We were given a one page copy of a warranty.The furniture was delivered later with an different 4 page warranty outline that was not provided at the sale with terms we would NOT have agreed with at the time of sale. **This is a bait and switch.Within days, the wood in the footrest on the couch broke under the fabric. I called and reported it immediately to Serveco. A technician finally came out and said they had to order parts to fix it. I had to keep calling on status of the part as the couch was unusable. We were not getting any call backs from the company, and it is understandably unacceptable to pay what we did for having a working piece of furniture for under a week. This went on for over 6 months.They finally sent another technician after my continuous calls. They now said the issue was the frame that caused the footrest snap when we tried putting it down. We were told they would order a new frame. We again waited MONTHS with no contact. I had to keep calling .Now Servco is saying there is nothing they could do and would only refund the price of the warranty. So basically only refunding $299.00 of the $3000.00 I paid for a couch that we had less than a week. They forced us to wait over a year and a half based on their promise to fix, only to say they cant fix it now. They are leaving us with unusable and dangerous furniture. ServCo is refusing to to replace repair or refund the item for damage which was covered under the warranty as promised.It is also evident in other BBB complaints that the repair, replace or refund statement was used when purchasing the warranty.

  

  Business Response

  Date: 07/29/2024

  ServeCo acknowledges that the consumer's service request has been pending for an extended period and understands the frustration this has caused. When we received the service request in March 2023, we promptly dispatched a technician within the same week. The technician reported, The *** recliner footrest board is broken. To complete this repair, please order a new footrest wood board.
  

  ServeCo then began looking into the part needed for repair. The manufacturer responded and stated, We do not offer or stock the wood board as a part. Thank You. We then asked for the complete footrest and the manufacturer responded, Good morning, Sorry, we dont offer the footrest as a part. Thank You,  
  

  By June of 2023 the consumer was informed we are unable to locate a part for repair and at that point we would refer back to the service contract terms and conditions. Listed in the service contract under 5.1.4 it states, 5.1.4. Refund: If We are unsuccessful in repairing the stain or damage to Your Furniture, and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Agreement has closed, no longer carries ServeCo North America Agreements,changed ownership, or stopped selling Furniture, or You have moved from the original store location's operating area since Your Purchase, and We cannot provide a suitable Replacement, We will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection.
  

  The consumer was dissatisfied with this resolution and indicated that she would call us back. After three months of no contact from her, we closed the service request. In September 2023, the consumer reached out again but still did not accept the refund for the service contract as outlined in the terms and conditions.
  To better assist the consumer, ServeCo began contacting local service technicians to see if they could source their own materials and perform the necessary repairs. A technician visited and reported the following:The footrest wood is completely cracked and broken, primarily near the *** end. The mechanism on the *** is also severely bent. Additionally, there is a stitching issue on the left seat of the sofa. To complete the repairs, the technician will need to return with wood, and a new reclining mechanism for the right-side facing section of the sofa must be ordered.
  

  ServeCo submitted the part order request to the manufacturer, and we are still awaiting a response. By June 2024, we reached out to the consumer again and informed her that, regrettably, we must adhere to the terms and conditions of the service contract, 5.1.4. Refund: If We are unsuccessful in repairing the stain or damage to Your Furniture, and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Agreement has closed, no longer carries ServeCo North America Agreements, changed ownership, or stopped selling Furniture, or You have moved from the original store location's operating area since Your Purchase, and We cannot provide a suitable Replacement, We will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection.
  

  The consumer has declined the refund, so ServeCo has proceeded with closing the service request. As of today, the request remains closed. However, ServeCo is still willing to issue a refund of $299.00 for the service contract if the consumer accepts it. We can send the refund check this week, and the consumer should receive it within 10 days.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22038207
  
  I am rejecting this response because: This is unacceptable that I purchased a warranty with the promise the ***** OF THE **** would be refunded NOT the price of the warranty. I attached the original copy of the warranty we were provided with at the time of purchase. It does not clarify that only the price of the warranty would be refunded. In addition, The business's response that I waited 3 months to call them back is false. I called them because they were supposed to have a supervisor call me back, No one ever did, I kept calling to follow up and was told over and over the part was on order. Each time I called I requested a supervisor. No one would return my calls. They just kept saying it was a parts delay. Its unfortunate that your are trying to blame your lack of service on myself when we have been nothing but patient with your delays, failure to respond and lack of service.

  Why would a consumer pay nearly $3000 in a product with the possibility of knowing only $299.00 could be refunded for any damage or issues. As proof in other complaints with this same company, other customers were told the same exact thing as myself that the product (couch, not the warranty price) would be refunded if there were any issues. We had the product a few days. Since the SERVCO failed to act in a reasonable amount of time we couldn't dispute the charge as we were left waiting for a part over the allotted 120 days to dispute the charge. 

  ****** makes the comment i refused the refund. What I refused was the refund of the warranty, not the couch. I expect the couch to be refunded NOT the $299 warranty. I have been left with a product that is not usable. I did not pay this much for a product to have a working couch for less than a week. When the couch was delivered a completely different warranty was given to us than what was provided at the time of sale. The warranty documentation given at the time of sale specifically states: "If we are unable to repair the item, a replacement will be supplied, or a refund of the purchase price will be paid as determined by the Terms and Conditions provided in the service agreement." This does NOT specify the price of warranty but represents itself was the price of the product I am purchasing.

  The offer to only refund the purchase of the warranty is a clear violation of the ************************* Warranty Act of 1975, as ServCo North America clearly were deceptive in their practices of changing the warranty verbiage that was purchased at the time of the sale and used false and misleading terms. It stipulates the warranties must be fully and clearly disclosed to the buyer before purchase. We were provided one warranty completely different from the one provided at a later date claiming only the warranty price would be refunded. There is no explanation why one copy of a warranty is provided at time of sale when we were unexpectedly provided with another at a later date after the purchase price. The warranty is one sided as they also added an arbitration clause in the 2nd provided warranty in attempts to not be sued by consumers when they fail to provide the service provided at time of sale. 

  I have cooperated fully with every request of Servco North America. They are attempting to leave us with a product that we owned for less than a week without the recourse that was sold to us that the couch would be refunded. As they waited so long for the part that never came in, we lost the opportunity for any replacement that would have been in stock. Our complaint was made well within the time the company was still in business, instead we were told to wait on a part, then to wait on another part.  This is the only living room set we have. We do not have other couches to use while we have been dealing with this lack of service. We have had to avoid using the couch so that Servco could repair it, and mitigate the damage that something else wouldn't happen to cause further damage, yet SERVCO has attempted to state we are the reason for the delay and we refused the refund which is utterly false. I made every effort to call and check on status. I refused the cost of the warranty as an it is unacceptable to only be paid $299 for a $3000 that they sold a warranty on, and is completely unusable and unsafe.

  I am asking again for the refund of my couch as that is the warranty as described verbally and in writing when purchased.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/05/2024

  The PDF submitted by the consumer is simply a flyer provided by the store that outlines what is covered in an easy-to-read format.This flyer is not the actual contract and can be given to anyone as general information. The flyer states: 'Please refer to Service Agreement Terms and Conditions for complete coverage details.' The consumer was provided with a copy of the service agreement. When asked to upload a copy of the service agreement, the consumer correctly uploaded the document that details the terms and conditions,rather than the flyer.
  

  ServeCo made multiple attempts to obtain parts and get this repaired for the consumer which added to the delay. We were not successful in securing parts or a service technician who was able to perform the repair.At this point we have no choice but to refer to the service agreement and adhere to the terms and conditions outline. 5.1.4. Refund: If We are unsuccessful in repairing the stain or damage to Your Furniture, and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Agreement has closed, no longer carries ServeCo North America Agreements, changed ownership, or stopped selling Furniture, or You have moved from the original store location's operating area since Your Purchase, and We cannot provide a suitable Replacement, We will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22038207
  
  I am rejecting this response because:
  I was sold a warranty, a price of mind contract, in order to purchase from a company going out of business. The warranty was sold at time of sale saying it would be fixed, replaced or refunded. This is evident in other complaints as well. What I was given at the the time of sale was what you now refer to as a "flyer".

  It is completely unacceptable for Servco to expect me to pay full price for a product I purchased a warranty on, and it be damaged within days.

  To only offer $299 for an unusable product is an utter insult. There is no reason for this company to act fairly towards any damaged product covered under a warranty when they only claim to refund the purchase price. 

  We were at no time offered a replacement and it took a year and a half to now refuse to repair the product.

  Servco has left me with a defective dangerous product that has been unusable since March 2023! No customer gestures just empty promises of supervisor return calls.

  I am owed a full refund on the product you warranty. ****** has acted in bad faith and strung me along this entire time to leave us with a product that's is unusable and a warranty sold as a bait and switch.

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