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

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  

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: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 June 22, 2021 I purchased several pieces of furniture from Surplus Furniture And Warehouse ******, NS.I purchased a 5 year pet warranty against pet damages.A few weeks back our 3 cats went nuts and damaged the corners of both couches.I contacted Servco for warranty service and they denide the claim for any or all of the typical answers they provided which do not apply or are not accurate. Your Service Request has been evaluated and was found to be Not Qualified for service under the ****************** of your specific warranty. Most common reasons for a request to be found Not Qualified are: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 For additional assistance, please contact **************.8 They do not contact you about there decisions you have to go and look to find info.I called and talked to a **************** Rep that tool my info and passed it on to their supervisor who said thier supervisor would reach out to me.14 Days later, no response.I want the damaged fixed which is what I paid $200 for the coverage for.Hetr

  

  Business Response

  Date: 07/25/2024

  The consumer submitted a service request citing pet damage to both arms of the loveseat and sofa, as well as additional damage to the seat cushion. Despite owning a ********** VIP Pet Protection Plan, the service request does not qualify for coverage under the terms outlined in "WHAT IS NOT COVERED," specifically citing *************************** or Misuse." This section excludes coverage for stains or damage resulting from extensive activities such as cuts, rips, teething marks, tears, and ink or pencil damage. Given the damage spans across five areas, it has been determined that this service request is ineligible for coverage.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22036326
  
  I am rejecting this response because:

  The split in the seat was not caused by the pets but slit from being pulled apart by my **** cheeks

  And once again under oath I say again the cats went nuts I presume all 3 on night of June 26, 2024. We came down to find thedamages in morning  and reported to you a week or so later.

  Nothing less than repair or replacement will be acceptable.

  You are calling me a liar in uncertain terms as you deny what I have reported and do not appreciate.

  I have filed a complaint with Surplus Furniture as well.

  Research shows you have a history of refusing coverages.

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

  

  Business Response

  Date: 08/05/2024

  ServeCo apologizes if our communication gave the impression that we were questioning the consumers honesty. The damage spreads across both arms on both the loveseat and the sofa and there is also damage to the seat. Despite owning a ********** VIP Pet Protection Plan, the service request does not qualify for coverage under the terms outlined in "WHAT IS NOT COVERED," specifically citing *************************** or Misuse." This section excludes coverage for stains or damage resulting from extensive activities such as cuts, rips, teething marks, tears, and ink or pencil damage. Given the damage spans across five areas, it has been determined that this service request is ineligible for coverage.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22036326
  
  I am rejecting this response because:

  Once again we were in bed while this happened and found it that way in morning so maybe it happened over a span of 8 hours, no more.

  The split was not even what I was looking to have covered as I did that from sitting there, it was the cats damage I was looking to have repaired.

  So I guess if over 8 hours while we were sleeping is considered over a period of time, and are our so called misuse and improper care, then I guess we are at a stalemate.

  Unfortunately this insurance plan is very unreasonable and unrealistic in what they don't cover and what they don't cover and otherwise cover nothing.

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

• Initial Complaint

  Date:07/19/2024

  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 couch from ******** with the ServeCo warranty. No phone number found online or given by the ******** store is valid. If you do manage to contact them the email they ask you to send additional information to, is also invalid.And even if you put in all the work and effort to actually get an email that works, they give you the run around on actually getting your product serviced. Ive never regretted purchasing a protection warranty but wow. This company is straight trash. Ive been trying to contact this company for a few weeks and am struggling to get anywhere with this company. For reference, the following phone numbers are not valid, these are the only numbers found for the company. The email is directly given by the company which is also invalid. ************ ************ upload.serveco.com

  

  Business Response

  Date: 07/24/2024

  ServeCo has sent multiple emails to the consumer requesting the necessary documents to proceed with their service request. We have confirmed that the link provided to the consumer is operational, as we have tested it recently, and both phone numbers provided are active ServeCo main lines.
  

  We are unclear about the consumer's statement regarding the numbers being invalid. To move forward with the service request, it is essential that we receive the required documentation. I have escalated the service request to the manager responsible for overseeing the service request intake process. They will be reaching out to the consumer to explain what is needed to process their service request promptly.

• Initial Complaint

  Date:07/19/2024

  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.

  I ordered my ****** sofa from Joybird in September of 2020. At that time I purchased the Life Happens warranty (see images). This is a 5-year warranty and, among other things, covers small *****. On June 3rd, 2024, I filed a claim because my sofa cushion received a small burn and I would like it repaired or replaced. Since then, I have contacted ServeCo almost every single week and gotten the run around. I was told they would replace the cushion, then I was informed that they cannot replace the cushion because Joybird does not make the sofa in Key Largo **** (fabric color) any longer. I was told by an employee in their parts department that Joybird would replace the sofa, since it cannot be repaired. The last three times I've spoken to them I've been sent to claims resolution where *** has given me the run around. Every time I speak to her she tells me she will call me back and every time she has failed to do so. She keeps telling me she's confused by the claim and her manager needs to look at it, but will not tell me why it's confusing or what steps have been taken to resolve it. I'm exhausted trying to work with them. Serveco need to replace the sofa as promised, since it is not possible for them to repair it. Otherwise, they needs to refund me for the sofa so I can replace it. Either way, it has been nearly two months and I want my sofa fixed, as the warranty promises it will be.

  

  Business Response

  Date: 07/24/2024

  ServeCo apologizes for the delay in advancing the consumer's service request to the next step. We have submitted an authorization for replacement and forwarded it to Joybird for processing.

  Customer Answer

  Date: 07/25/2024

   
  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:07/18/2024

  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 have contacted the business on here before and we resolved the issue with the company stating they were sending a replacement seat cover for my couch. However every time I call they say it can take up to 12 weeks to ship. It has been long over the 12 weeks and they keep telling me the same thing. Thinking they are just blowing me off at this point. The last complaint on here with you guys and them was #******** ************ was my phone number /claim number within serveco company for the replacement

  

  Business Response

  Date: 07/25/2024

  Serveco submitted a part order request to the manufacturer for the left side facing chaise with leg rest on 3/29/2024 referencing service request number ******. Once we place an order, we rely on the manufacturer to fulfill it. As the manufacturer is overseas and ships parts in bulk containers,delays can occur if the container is not full. Consequently, it may take several months, or occasionally longer, for parts to arrive. We have contacted the parts department to request an estimated time of arrival (ETA). We will update the consumer as soon as we receive more information.

• Initial Complaint

  Date:07/16/2024

  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 recliner on 12/23/19 from chucks furniture. Bought a 10 yr fabric warranty but wasn't given a pamphlet stating what was covered.The fabric started to peel. I do believe due to a heating pad. Serveco was called on 4/9/24.I got an email asking for pics which I sent.Was told a service advisor was evaluating & would hear within 3days.Nothing.Called on 4/19& spoke to *****************said everyone was out to lunch & will call back.nothing.Got a text-someone would call in 48hours.Nothing.Called back on 5/7 & talked to ***********said they were ordering parts&when the parts arrive a tech would come & repair it.Nothing. Called on 5/24& talked to ********.She said she would send a note to mgmt.to see the availability of parts.she said someone would call-nothing.Called back on 6/25 & talked to *****.She said it would take ***** wks total but wait 4 wks because the manufacturer needs to make parts.Got a phone call on 6/27 from ****** &said that it wasn't covered &she would refund me the price of the warranty for $199. She didn't give me an option. said they just wanted to make a "gesture" about ordering the parts.Come to find out, I had received an email on 6/26/24 but didn't read it until after I talked to ******, stating that our recliner has been authorized for replacement, so I didn't cash the check because I would prefer the recliner.Called chucks furniture & talked to ***** & said that they were waiting to order the recliner.Called serveco on 7/8 & they said it wasn't covered & transferred me to the resolution **** & spoke with *** saying someone would call within ***** hrs.Nothing.Called back on 7/16 & talked to ****** saying that the furniture wasn't covered & they weren't going to replace it.why were we offered this ***************** told us that it wouldn't be covered? She said that was between *********** furniture. Why would I question when we thought things were covered? I think this is a scam to all customers that buy this type of warranty. PLEASE HELP!

  

  Business Response

  Date: 07/25/2024

  The consumer submitted a service request on 4/9, the service request was reviewed, and the damage description reflected, Color on the leather is flaking and rubbing off when prompted for the cause of the damage the consumer reported unknown.
  

  The consumer purchased the Leather 10 Year Protection Plan,listed under WHAT IS NOT COVERED referring to section titled, General it states,Any stain or damage of unknown origin. The consumer was aware of this but pushed back so as a courtesy ServeCo moved forward with looking into and ordering parts. The parts were ordered, and it took a little over a month to get an update that the parts were no longer available.
  

   After determining the parts were no longer available, the standard procedure would have been to close the service request. However, in our effort to assist, an email approving replacement was mistakenly sent. Upon realizing the error, we promptly contacted the consumer and offered a refund for the service contract, as the reported issue was not covered under the terms. The consumer initially agreed to this resolution.
  

  The following day, the consumer contacted us again,asserting that the email obligates ServeCo to proceed with replacing the piece.We clarified that the email had been sent in error and reiterated that the reported damage did not qualify for service under the terms outlined in the contract. The consumer then changed their account of the damage, claiming it resulted from a heating pad burn.
  

  ServeCo explained in the service contract listed under WHAT IS COVERED it states, Any cigarette ***** from a specific incident. No other ***** would be covered, and the consumer was explained this.
  

  Despite ongoing escalations from the consumer, we were able to resolve the service request with the consumer agreeing to a $600.00 resolution pay out. 

• Initial Complaint

  Date:07/16/2024

  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 furniture from Laz boy furniture company and purchased lifetime warranty protection and service on the furniture through laz boy with the company they use for the protection, ServeCo. It took only two years for the recliner we bought to break on the reclining part of the chair and ServeCo had us take pictures to send them with other info so we did. They also said after this process they would send someone out to fix it or decide if it can't be fixed to replace it with a new chair. They never sent anyone out, they just emailed that the part of the chair that was broken was not covered by the warranty. If the reclining part of a recliner isn't covered, than what is???

  

  Business Response

  Date: 07/25/2024

  The consumer submitted a service request reporting, recliner is broken up inside it doesn't close properly whenever you try to bring it out of the recline position.
  

  The service contract purchased, ******************** does not extend service to issues related to mechanisms and/or structural defects.
  

  The complete coverage for the service contract is listed below:

  WHAT IS COVERED:
  This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVERED section of this Protection Plan that occurred as a result of a specific incident. Coverage is specific to the plan that You purchased. Please reference Your sales ticket (sales receipt) for the applicable plan code:
  FABRIC: Plan Codes: USF, ICL, PLT, PP1, PP4, TCP, TPP
  Any food or drinks normally consumed by humans
  Human bodily fluids
  Pet bodily fluids
  Vomit
  Gel pen
  Highlighter
  Crayon
  Grass
  Grease
  Iodine
  Shoe polish
  Puncture, cut, tear, or rip from a specific incident
  Any burn or heat **** from a cigarette or hot dinner plate LEATHER: Plan Codes: USL, PLT, PP1, PP4, TCP, TPP
  Any food or drinks normally consumed by humans
  Human bodily fluids
  Pet bodily fluids
  Gel pen
  Highlighter
  Crayon
  Grass
  Grease
  Iodine
  Shoe polish
  Puncture, cut, tear, or rip from a specific incident
  Blue *************** transfer
  Newspaper print transfer
  Any burn or heat **** from a cigarette or hot dinner plate
  Wood: Plan Codes: WDD, PLT, PP1, PP4, TCP, TPP
  Any food or drinks normally consumed by humans
  Human bodily fluids
  Any burn or heat **** from a cigarette or hot dinner plate
  Any water ring caused by beverages
  Any scratch, *****, or chip from a specific incident that penetrates the finish
  Any lifting or bubbling of veneers from foods and beverages
  Any chip or breakage of glass or mirrors
  Loss of silvering on mirrors
  Failure of integral electrical components in wall units or cabinets
  Area Rugs: Plan Code: RGS
  Any food or drinks normally consumed by humans
  Human bodily fluids
  Pet bodily fluids
  EasyCare Pet: Plan Codes: TCP, TPP
  Provides all coverage applicable to Fabric and Leather as well as: rips and tears caused
  by pets 

• Initial Complaint

  Date:07/08/2024

  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.

  When I purchased my furniture from Lazy Boy I also purchased the $500 protection plan which according to the information we were given (Picture Attached), covered *****. We had an accidental burn and filed a claim. They denied my warranty claim because they only cover "cigarette *****". As you can see from the pictures, the information we were given simply says "burn". I believe this is a bait and switch tactic.

  

  Business Response

  Date: 07/11/2024

  We appreciate the opportunity to address the consumersconcerns and provide clarification regarding the service request submitted. The consumer purchased a 5-year Fabric Protection Plan and is provided with a copy at the time of purchase. Specifically listed under WHAT IS COVERED referring to the section "Fabric Upholstered Furniture. The Protection Plan outlines coverage for "Any cigarette burn from a specific incident"
  
  The consumer submitted a service request and reported I was using a flashlight and sat it down in the recliner and it got too hot and burned a hole in the backrest. Unfortunately, the Protection Plan does not provide coverage for any other ***** aside from a cigarette burn. 

• Initial Complaint

  Date:07/01/2024

  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 "pet warranty" from ServeCo on my new JoyBird couch. When I turned in a claim, they simply said that they did not have to honor it because it was not a single occurance, which it is.

  

  Business Response

  Date: 07/01/2024

  ServeCo regrets that the consumer is dissatisfied with the current status of their service request. Specifically,the consumer reported damage to their sofa, stating, "dog chewed three cushions and the arm of the couch." When asked for additional details, the consumer submitted an email stating:
  

  From Email
  *********************
  To Email
  ********************************************************
  
  The damage all occurred while we were on vacation. We dont allow the dogs in the living room normally but somehow,they got in. Two of the top cushions and one of the bottom cushions have tears.The arm on the right side if youre sitting on the couch is chewed up.
  *****************
  
  The consumer receives a copy of the Protection Plan at the time of purchase, which includes a comprehensive outline of the terms and conditions detailing what is covered and what is not covered. Listed under WHAT IS NOT COVERED referring to section titled,General it states, 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
  
  While the consumer was away on vacation, the dogs caused extensive damage to the sofa throughout the duration of their absence. Since this occurred gradually over the vacation period and not as a single isolated incident, we are unable to proceed with the service request.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21925324
  
  I am rejecting this response because: the idea that the dogs chewed the couch for the entirety of our trip is wrong.  The dogs are supervised and did the damage in one setting when they broke into the livingroom.  They were locked outside of the livingroom when we left, got in and were locked out after the damage.  It was a period of no more than six hours, for all we, and they know it took less than five minutes.  The couch is not watched every minute of the day whether we are home, or not.  

  They made that up to not honor the warrenty.

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

  

  Business Response

  Date: 07/11/2024

  Unfortunately, we have made the decision not to proceed with the service request. The damage is extensive, affecting multiple areas of the furniture down to the wood/frame. Additionally, there are numerous missing buttons throughout the unit and other signs of wear and tear. We regret that we cannot reach a resolution that satisfies the consumer, but we must adhere to the terms and conditions outlined in the service contract.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21925324
  
  I am rejecting this response because the fact that buttons are missing is due to the craftmanship of the article they insured, that is something they should take up with the manufacturer.  The fact that they are changing the reasons they are refusing to honor their warranty says quite a bit about their business practices.  Their first refusal was because the damage was not caused in "one episode" now that that argument fell short, they moved the goal post.  

  I am not the first to have this complaint, the internet is full of them refusing to honor their end of the deal.  The couch was beyond repair after the first bite came out of the arm, from then on, it was simply shot.  The idea that they are piling on and saying that the damage is extensive does not matter in the least, what is the difference if the couch had one rip that rendered it unusable and unsaveable, two, or a million.  Once the dog chewed the arm, the entire couch is shot.  

  They quite obviously are not going to honor their very expensive warranty, what is my next step?

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

• Initial Complaint

  Date:06/21/2024

  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.

  We Purchased 2 leather electronic recliners from Steinhafels furniture in *******, ** in 2021. I Purchased a 5 year furniture warranty at the time of purchase at a cost in excess of $500. In September 2023, I submitted a claim for replacement of 2- core cushions with the warranty company - ServeCo- which were wearing unevenly. That claim has yet to be resolved despite several interactions with ServeCo. My husband and I are in our 70s. These recliners are the only furniture we have available. The unevenness of the cushions have contributed to hip and back issues. At this point, 11 months after initial claim submitted, our issue has not been resolved. Its obvious that ServeCos business model cant accommodate our warranty issue. *** reached out to *********** as well with no satisfaction. Im requesting a full refund on the purchase price of the recliners and the warranty that we purchased at Steinhafels. I need to replace the recliners asap.

  

  Business Response

  Date: 06/27/2024

  We understand the consumer must be frustrated as it has taken longer than expected to receive the parts ordered for their repair.
  

  The delay is due to unforeseen challenges in receiving these parts from our overseas manufacturer. Despite our best efforts, we have been at the mercy of their production and shipping schedules. However, we have received confirmation that the parts are scheduled to arrive within the next few weeks.
  

  Please accept our sincerest apologies for any inconvenience this delay may have caused the consumer. Our team is actively monitoring the situation and will keep you updated on the progress of your order.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21884783
  
  I am rejecting this response because:

  they have been telling me this for ************************************* almost a month about the issue. They have not addressed my request for a refund of my out of pocket monies spent on purchasing the 2 damaged l electronic recliners and the 5 year warranty. They should be negotiating for me for such refund with their vendor, Steinhafels Furniture. I have been at the mercy of ServeCo for 11 months. Obviously their business model is unable to accommodate their warranty guarantees in a timely manner.  Im sure Im not their only consumer to be experiencing this. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/27/2024

  Unfortunately, we are unable to provide any additional alternatives at this moment. We have been instructed to proceed with waiting for the parts, which are expected to arrive within the next few weeks. We apologize for the inconvenience and hope to resolve this as soon as possible so that the consumer can enjoy the furniture as intended.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21884783
  
  I am rejecting this response because:

  this is a scam.  Please reach out to ServeCo VP ************************* at serveco. Hes the one I've been dealing with re claim # ************. 

   

  his email address is: 

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

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

• Initial Complaint

  Date:06/17/2024

  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.

  In 2018 I purchased a Tempur-Pedic Adjustable Bed Base from ****** ********. At that time, I purchased the 10-year warranty. On May 23, 2024, the Base quit working. I called Denver ******** and was told I need to call ServeCo since they handled the warranty. I talked to one of their service advisors and they took my information and sent me an email telling me what I need to do. ServeCo wanted me to contact Tempur-Pedic and get a case number which I did the same day. According to the manager at Denver ********, ServeCo was the one that should have contacted Tempur-Pedic. I then replied to the email that was sent to me by ServeCo. After a week I did not get a reply, so I call and one of their service advisors told me that no one reads the replied emails, and they go to a general mailbox. I should have been told this in the beginning. The service advisor did find my email and gave me a case number. I have since checked the ServeCo Website for the status of my claim and it says my information has been received and is pending review. It is going on four weeks that this bed has been broken. ************ told me that they will send a power adapter and control box when ServeCo contacts them with the case number.My wife is disabled, and we purchased this bed for her and since it is broken, she has been sleeping in a chair. These parts are very easy to change and if the power adapter is the component that is bad the control box can be sent back. If the parts were sent to me, I could change them myself.

  

  Business Response

  Date: 06/20/2024

  We highly value customer feedback as it helps us better understand how we can surpass their expectations. We sincerely appreciate the trust the consumer placed in ServeCo when they counted us for their service needs and regret that the consumers feedback indicates an experience that was less than exceptional.
  

  The consumer emailed and provided a case number on 5/23/2024 and ServeCo responded via email on the same day with the email below:
  

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

  You have a Temperpedic bed base, you have to call Temperpedic for troubleshooting and ordering parts. I know you stated the control box is not working, so you can tell them you will need acontrol box. They will give you a case number for reference, and you will get that number over to us so we can call and pay for the tech and shipping on parts. The case # should start with (N-). I am going to provide you with the Temperpedic phone number so you can give them a call to get this service started. Below, Ive included the information they are going to ask you for. Please call ************** and press #2. The best time to call is between 8-9am eastern time as the hold time is not that long. You can also choose an option where a customer service rep will call you back instead of waiting on hold. Let me know if you have any questions or need any further assistance.
  Kind Regards, 
  Your ServeCo Service Advisor
  

  Since our last email, we have not received any further communication from the consumer.Today, ServeCo contacted Tempur-Pedic on the consumer's behalf to purchase the necessary parts. This process has been successfully completed, and we have been assured by Tempur-Pedic that they will be reaching out to the consumer today.
  

  We are eager for the consumer to have their issues resolved promptly, especially considering the importance of a functional bed for his wife's health concerns.

  
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21864161
  
  I am rejecting this response because:

  The response from ServeCo is not totally correct. I did receive and email which I stated in my complaint, but I did call on May 30, 2024, and spoke to one of the Service Advisors and received the Claim #. She told me that they would take care of my claim. As of June 20, 2024, I have not received and emails and or phone calls from anybody related to this issue.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/20/2024

  Regrettably, we do not have any records of communication beyond the last note in our system dated May 23rd. Looking ahead, we can confirm that the necessary parts have been ordered, and an email containing the confirmation should have been sent to the consumer.