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:06/14/2024

  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 Steinhafels on 2/13/22, under the Steinhafels VIP+Pets Care 4-year protection plan. The total purchase price was $5,908.83. Despite multiple attempts to resolve the numerous issues with this product, the problems remain unresolved, I have been lied to by ServeCo employees and the service provided has been significantly delayed and unsatisfactory.-2/13/22 Purchased couch -1/28/24 Claim opened with ServeCo (392847)-2/2/24 Received email that parts have been ordered -3/12/24 Called ServeCo for an update. Informed of parts on order but no update on lead time. -3/13/24 Received email that work order was created for a technician (Tri-County).-3/28/24 Tri-County contractor visited, noted motor broken -3/29/24 Received email that parts have been ordered -4/11/24 Received another email about parts being ordered -5/1/24 Received email that work order was created for Tri-County -5/9/24 Tri-County cancels service appointment -5/13/24 New appointment scheduled with Tri-County for 6/3 -6/3/24 Tri-County contractor visited but could not complete the repair due to incorrect scheduling and lack of correct motor mechanism -6/3/24 Called ServeCo escalated to management, expected a call back on 6/4 -6/5/24 Called ServeCo after no callback, spoke with manager ****** who promised to contact *********** and call back by 6/7 -6/12/24 Called ServeCo, informed replacement approved by ***********, expected contact within 48 hours, and noted for follow-up on current couch and parts disposal.-6/14/24 Called ServeCo, operator informed claim was closed, redirected to *********** for processing replacement -6/14/24 Called ServeCo, spoke with ******, faced inconsistencies in replacement timeline, unable to speak with her manager directly, informed all managers unavailable next week.-6/14/24 Called ***********, informed replacement claim not yet processed, person handling replacements unavailable next week, and advised to keep or dispose of broken couch and parts.

  

  Business Response

  Date: 06/20/2024

  ServeCo sincerely apologizes for the delay in resolving your service request. We understand how frustrating this situation must be, and we appreciate the consumers patience as we worked to rectify the issue.
  

  The replacement process has been successfully submitted on ServeCo's end. The necessary steps have been taken, and the replacement has been sent over to the store for finalization. We are actively monitoring the progress to ensure that everything proceeds smoothly from here on.
  

  We hope that by processing the replacement, the consumer will soon be able to enjoy their furniture as intended. We recognize that this delay has inconvenienced the consumer, and for that, we are truly sorry. Providing excellent service to our customers is of utmost importance to us and we will continue to work towards ensuring something like this does not occur again. 

• Initial Complaint

  Date:06/12/2024

  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.

  Bought protection plan for all my furniture. Was told everything was covered when I bought it. Had an accident when changing out transformer box on my loveseat where chair fell out of my hand while moving it and put finger rips in back right corner. Was told it wasn't covered after being told it would be, reason they gave was improper moving of furniture. This company is 100% scam.

  

  Business Response

  Date: 06/20/2024

  The consumer reported rips on back right corner of loveseat and seams pulling out on back the cause of this damage per the consumer resulted from changing electric transformer on chair and ripped in hand- - he stated he was replacing a black electric box, so you have to lean it up to get to that box, when he leaned it up it started moving forward and the actual chair fell out of his hand causing his fingers to rip the chair.
  

  We apologize for the consumer believed this issue was going to be serviced but ServeCo received the service request on 5/31/2024 and on 6/62024 it was sent to manager review and the service request was deemed not qualified.On 6/2/12/2024 the service request was closed, and the consumer was notified it was not qualified and will not be serviced.
  

  The damage to the chair is not consistent with the consumers fingers ripping the chair due to it falling out of his hand. ServeCo has uploaded photos to this response that the consumer submitted at the time of reporting the damage to the chair. There are 6-8 different puncture holes along with fraying of the fabric which seems to be more consistent with animal damage and not a piece slipping through the consumers fingers.
  

  ServeCo will not be able to move forward with servicing the damage reported to the right side sitting upholstered arm due to the damages reported not covered under the ***** OF SERVICE listed in the service contract.
  

  It's crucial to emphasize that this decision is specific to the current service request and does not impact any future service requests submitted in accordance with the service contract.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21841176
  
  I am rejecting this response because:
  It's exactly what happened was told by multiple people would be covered including a manager whom stated they never updated claim with what happened. It's a straight up scam where they deny claims even though it's something that should be 100% covered and they never call you back so you have to call and sit on hold for 30+ minutes each time. Now I see why their score on BBB is so low....because they scam people out of money and time.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/20/2024

  ServeCo deeply regrets that we have been unable to reach a resolution regarding the consumer's concerns. Following a thorough review by our Director of Field Technicians, we stand by our decision not to proceed with this service request. Upon inspection, it was observed that the reported damage, which includes 8-9 distinct puncture holes penetrating the fabric, is not consistent with the chair simply falling from someone's grip as stated.
  

  We understand the frustration this situation may cause and assure you that our decision was made after careful consideration of all relevant factors. Please know that we remain committed to providing fair and transparent assessments in all consumers interactions.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21841176
  
  I am rejecting this response because:
  You can clearly see where gloves caught...hence why there are four finger marks and punctures are each side of fingers....just trying to keep up thier scams...just look at all the 1star reviews on BBB website....
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/10/2024

  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.

  Filed warranty claim in January. After 6 months, service order has still not been completed. Call to check the status weekly. Always told i will hear within 48 hours. Never do. This company does not provide the service they advertise.

  

  Business Response

  Date: 06/11/2024

  ServeCo acknowledges any inconvenience the consumer may have encountered concerning the timeline of their service request. Below is an overview of the service request process and its present status:

  1. Initial Contact (December 8, 2023): The consumer initiates communication regarding damage to a sectional sofa due to dog damage.
  

  2. Document Requests (December 8, 2023 - January 17, 2024): Requests are made for receipts, warranty tags, and photos. Some (not all) documents are eventually uploaded by the consumer.
  

  3. Closure and Reopening (December 28, 2023; January 5, 2024): Claim is closed due to no response but reopened after documents are received.
  

  4.Further Communication and Requests (January 15, 2024 - February 2, 2024): Consumer provides additional information, and further requests for documents that were still missing are made.
  

  5. Estimates and Parts Ordering (February 13, 2024 - February 22, 2024): Cost estimates for the required part are obtained, and parts are ordered from ******* Furniture.
  

  6. Part Shipment and Invoice (March 4, 2024 - April 3, 2024): Parts are confirmed to be received for processing by the manufacturer. The consumer received the following email:
        Hello, this email is regarding your furniture claim. We have parts on order, the *** is 4-6 weeks. If you have any questions or concerns, please call ************.        Please do not reply to this email, as any response to this email will not be received. Once you have parts in home you will need to call the number above for                  installation or any updates in the meantime. Thank you!
  

  7. Store Communication and Follow-Up (May 29, 2024 - June 10, 2024): Attempts are made to confirm the whereabouts of the parts, with follow-up calls and emails.
  

  8. Current Status (June 10, 2024): The part is confirmed to be at the Williamsport store. It's requested to be sent to the ******* store for closer proximity to the consumer. A work order has been created, and the customer has been informed.
  

  Throughout, there have been numerous communications,exchanges of documents, part orders, and subsequent follow-**** Despite encountering occasional delays and communication challenges with the store,diligent efforts have been undertaken to address the matter. As a result, we have now established a service order and assigned a service request to reach out to the consumer for scheduling.

• Initial Complaint

  Date:06/04/2024

  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.

  After less then 2 years the fabric tore off the backing of the couch and has been getting worse, we filled a claim with ServeCo in which they gave us the run around for over a month, then as of today, June 4th/24 we got an email back stating that they denied warranty based on there evaluation, and what the warranty reads, so I asked the lady to read the warranty statement to me and the first line states that rips and tears are covered which is shown in the pic provided, however they stated it was a fray instead and denied warranty, this is much more then a fray, it is numerous tears that are getting larger, there not much point in paying for a warranty if they deny all claims. We have had furniture from this company before that lasted 10 years without issue. Please help

  

  Business Response

  Date: 06/05/2024

  We place great importance on customer feedback as it provides invaluable insights into exceeding their expectations. We appreciate the opportunity to address concerns regarding the non-coverage of this service request.
  

  At the time of purchase,the consumer receives a copy of the Terms and Conditions outlined in their service contract. This contract covers a wide range of accidental damage as well as mechanical and structural breakdowns.
  

  The consumer submitted a service request reporting (quote) Fraying separation seat fabric with piling on the couch and love seat. Listed in the service contract under WHAT IS NOT COVERED referring to section titled Wear & Tear Caused by Repeated Use (over time) Damage caused by wear such as, but not limited to the following:Pilling, pulls, snags, seam separation, or fraying of fabric.
  

  Additionally, under WHAT IS NOT COVERED referring to section titled Manufacturer Quality Issuesthe 4th bullet down reads Defects in design, materials or workmanship not specifically listed in the WHAT IS COVERED section.
  

  It's crucial to emphasize that this decision is specific to the current service request and does not impact any future service requests submitted in accordance with the service contract. We hope this clarifies the coverage details,and we remain committed to addressing any further questions or concerns.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21800136
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************,*******

  

  Business Response

  Date: 06/06/2024

  We regret to learn that you have rejected our response to your complaint. We understand how important it is to resolve your concerns satisfactorily and apologize for any frustration this may have caused.
  

  As of now, we have not received a specific reason for your rejection. We genuinely want to ensure that all your concerns are addressed. If there are any specific issues or additional information you would like to share, we encourage you to do so.
  

  However, in the absence of further details, we will proceed with closing out this service request. 

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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 a warranty with my furniture for damage, which is less than 2 years old. I got a chip piece of wood in chair and i filed a claim ( granted I'm a mother, don't carry or read my Warranty since I bought it) filled out a claim in my car inbetween getting the kid and job. and didnt put a reason in and they denied my claim, so i talked to someone and they mentioned that a reason needs to be filled in. I filled out a new claim and put a reason, called and they mentioned that the part was in the process of being ordered, couple days later got email stating the claim was denied cause i put one in already with unknown reason. I called back wheni got the email stating sorry i made a mistake didnt put a reason and asked for a manager to call back.. 2 weeks in NO manager called back, i called to speak to one and they will not work with me. NO **************** at all and I pay for a warranty service for a reason.

  

  Business Response

  Date: 06/17/2024

  We regret the consumer's frustration regarding their recent service request. On 04/30/2024, the consumer filed a service request stating that a "Bar chopped going across legs" without specifying a cause, which rendered the service request ineligible due to unspecified damages.

  Subsequently, on 05/14/2024, a second claim was submitted reporting "The sidebar is chipped like a piece of wood came off," attributed to damage caused by a vacuum cleaner. Because the initial service request had cited an unknown cause, the second claim was also deemed ineligible under our policy regarding previously denied service request.

  In an effort to uphold positive consumer relations, we are extending an offer to replace the side rail to repair the consumer's bar stool. If the consumer approves this, we will move forward with the part order.  

• Initial Complaint

  Date:05/29/2024

  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.

  On October 21, 2023, we purchased a sofa from Surplus ********************************* in *******, *******. At the time of purchase, we were sold a Serveco Warranty ************** for $229.00. The total price of the sofa and warranty was $1519.85.On December 21, 2023, I filed a claim with Serveco (Claim #******) and received a follow-up email requesting additional photos. I submitted all required information on or around December 28, 2023.In January 2024, we contacted Serveco several times for updates and were told they were significantly behind in processing claims. We contacted them again several times in February, and finally, in late February, they informed us they were looking for a repair shop to quote the job. In March, they stated they had ordered parts.In the meantime, we listed our house and moved the sofa to the garage. By May, we still had not received any updates from Serveco. When we moved the sofa, we discovered it was infested with mice. This would not have happened if Serveco had repaired the sofa in a timely fashion. As a result, we had to dispose of the sofa at a landfill site.Two weeks ago, my wife attempted to contact Serveco and was given the runaround, being told to call both the US and Canada offices. Finally, someone said they would have a manager contact her, but no one did.We are requesting a full reimbursement of the invoice total of $1519.85 due to the unacceptable delays and lack of resolution from Serveco.

  

  Business Response

  Date: 06/06/2024

  We sincerely apologize for the delays you experienced in resolving your service request. We understand how frustrating and inconvenient this situation has been for you, and we deeply regret that our communication did not meet your expectations.
  

  The delays were primarily due to gaps in communication with the manufacturer, which unfortunately placed us at their mercy. We acknowledge that we should have identified these delays earlier and been more proactive and understanding in addressing your needs. We recognize the importance of timely and clear communication and are taking steps to improve our processes to prevent such issues in the future.
  

  While we are unable to authorize a refund for the complete retail cost of the item,we are able to offer a replacement, which is an option outlined in the service contract you purchased from ServeCo. Listed under SERVICE PRCEDURES it states If SCNA determines that the reported stain or damage is covered under this Protection Plan, SCNA will perform one or more of the following (3rd bullet down) SCNA may replace all or part of the affected area, component or piece of furniture.  We believe this solution aligns with our commitment to fulfilling our contractual obligations and ensuring your satisfaction.
  

  We value your feedback and will use it to enhance our service. Should you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that your concerns are fully addressed.

  Customer Answer

  Date: 06/06/2024

   
  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:05/28/2024

  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 purchased 2 twin beds at ***************, located on ***********************************************************************************************. The phone number is:************. The product is Rejuven8-1 wireless adjustable base bed - 10 year warranty. The price paid for the remote beds was $2,033.05 base service plan. The remotes were not working right. I called Servco furniture care ****** ************************************************************************************** - phone# *** 818 -322- the email ********************* I have sent 3 emails requesting service - the company sent me approx 8 emails requesting and receiving documentation from me. My complaint # is ******. Finally a tech was sent out to look at the beds, 1 bed had a wire loose under the base and he fixed that, he checked the remotes and saw the problem and said he would report it. I did not get the status of my complaint, so I called and ask them to give me an update. I was told they do not have replacement remotes for these beds and do not have any universal remotes as well. They told me to contact Denver ******** and I did, they said they do not handle any warranty complaints. I called Servco back and the reps were checking with other reps/supervisors etc. and no solution. I said ok, no remotes are available, so what is the next step, replacing the bases just to get a remote? The rep said she wasn't sure, but to contact the company "again" and see what they say. I have been trying to get 2 remotes since the first week of March - I have done everything requested by company and at this point. At this point I am formally requesting a refund. This company cannot solve the problem, so I am seeking a refund in the amount of $2,033.05 and I will purchase these beds somewhere else. I am not going to continue to contact this company about this problem and no one has a solution. Any help you could give me at this point would be appreciated, but a refund of my money is all I want now. I have real medical problems and need these beds and this company does not care.

  

  Business Response

  Date: 06/05/2024

  ServeCo regrets that the consumer had a less than exceptional experience, and we appreciate the opportunity to address their concerns. Upon reviewing the service request, we found that the initial issue was resolved by the dispatched service technician. The service technician reported that the wire connections on the base were loose, and after securing them, the base functioned properly.
  

  The service technician's report also mentioned that the consumer requested two new remote controls. ServeCo contacted the technician to confirm whether these remotes were necessary for the base's repair or simply requested by the consumer. The technician confirmed that the base was functioning correctly and that the remotes were not required for repair; they were requested by the consumer.
  

  As per our policy, ServeCo cannot provide two new remotes based solely on the consumer's request; there must be a manufacturer defect to justify their replacement.
  

  We assure you that ServeCo remains committed to upholding the terms of the service contract and providing fair and consistent evaluations of service requests. We value our customers' satisfaction and are available to address any further inquiries or concerns. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21769292
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/06/2024

  We regret to learn that you have rejected our response to your complaint. We understand how important it is to resolve your concerns satisfactorily and apologize for any frustration this may have caused.
  

  As of now, we have not received a specific reason for your rejection. We genuinely want to ensure that all your concerns are addressed. If there are any specific issues or additional information you would like to share, we encourage you to do so.
  

  However, in the absence of further details, we will proceed with closing out this service request. 

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21769292
  
  I am rejecting this response because: See attachment
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/11/2024

  ServeCo will proceed with ordering the remotes, considering their intermittent functionality. We aim to ensure the consumer's satisfaction and resolve the issue promptly.
  

  Regarding the request for a copy of the warranty, we regret to inform you that ServeCo is unable to provide it directly. The warranty documentation is typically provided by the store from which the consumer made the purchase. We advise the consumer to contact the store for further assistance in obtaining a copy of the warranty.

  We do not take for granted the trust the consumer placed in ServeCo when they contacted us to assist with their adjustable base concerns. We want to assure the consumer that we take their concerns seriously and are committed to creating a resolution that not only addresses the issues the consumer encountered but also restores their confidence in our services.

  Once the part order has been placed, the consumer will receive an update regarding its status. 

• Initial Complaint

  Date:05/27/2024

  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.

  My dispute is for a scam from ServeCo who use barriers to service and look for any excuse to deny a claim. The company uses your words against you and may offer something out of goodwill. Look at all the complaints they have from taking peoples money and doing nothing in return. The 5 year warranty is a lie. Its a 1 month warranty that renews until 5 years end or you have a claim denied. They hope you cancel and get a refund of the remaining term with them never doing anything. The customer is not given a copy of the warranty terms and are told to look it up online. Naming it ********** Plus is a joke. March 2 I filed a warranty claim for damage. I filed online because its impossible to reach a human. The voicemail tells callers to go online. To file the claim you must enter your receipt #. Your info is then automatically populated in their online form. I did so and sent photos and a description of the damage and narrative per instructions. Then I was asked to send more pics. Then I was told to send a copy of the receipt. Why do they want the receipt when I already gave the receipt number and they already had all the info in their system? I was then told to send pics of the labels from under the sofa. March 15 my claim was denied because the damage occurred from unknown causes. The reason its unknown is that I don't have eyes on my *************** don't speak English to say what happened. I can't tell you why a backrest button broke. The point of a sofa is to sit and look forwards. I found the pieces of the button laying there after we had used it. The button was broke by my wife, my dogs, or myself. I don't know; now, Im punished for telling the truth. I cant stay home and babysit my couch. I cant see out of my **** to observe the backrest while were sitting. A ********** Plus warranty should fix an issue reported inside their arbitrary 1 month period of a 5 year warranty. ServeCos actions are reprehensible & the people of ******* should be ashamed of them.

  

  Business Response

  Date: 05/30/2024

  We place great importance on customer feedback as it provides invaluable insights into exceeding their expectations. We are grateful for the chance to address any concerns our customers may have regarding the non-coverage of their service request.
  
  The consumer is provided with a copy of the Terms and Conditions outlined in their service contract at the time of purchase. The consumers contract reflects coverage for a wide range of accidental damage along with mechanical and structural breakdowns. Listed in the service contract highlighting specifically the section WHAT IS COVERED, buttons are not included in that section. Below the WHAT IS COVERED section is WHAT IS NOT COVERED and the first bullet under the section titled General states, Any damage that is not specifically listed under the section titled WHAT IS COVERED. Additionally, also listed under WHAT IS NOT COVERED under the section titled Manufacturer Quality Issues the 4th bullet down reads Defects in design, materials or workmanship not specifically listed in the WHAT IS COVERED section.
  
  We do not take for granted the trust the consumer placed in ServeCo when they invested in their service contract. ServeCo takes the consumersconcerns seriously and is committed to creating a resolution that not only addresses the issue the consumer encountered but also restores their confidence in our services.
  
  While buttons are not covered under the service contract,ServeCo is currently assessing part availability. If the button happens to be available, we can offer it as a courtesy and arrange for it to be shipped to the consumer for self-installation, if they desire.
  
  It's crucial to emphasize that this decision is specific to the current service request and does not impact any future service requests submitted in accordance with the service contract.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21764305
  
  I am rejecting this response because: ************ talks out both sides of its mouth and they can not be believed. Read the terms of the warranty. Button is listed nowhere.They simply have an "out" to classify everything as "Damage resulting from defects in design, materials or workmanship, except for damage specifically listed in the WHAT IS COVERED section;". What exactly does a TOTAL CARE PROTECTION PLAN cover if they have an exclude everything at their choosing clause in the contract? What a great scam they have going. If there were a defect in design, materials, or workmanship why haven't any of the other 49 buttons on the couch had a problem? The business response is a joke. My dog ripped of the button but I didn't witness it, and that is covered. They know it. They just want to collect money and do nothing. Read the other complaints. This is their modus operandi.  What am I supposed to do with a button? Look at it and ****** its magnificence while basking in the glow of their magnanimous gift. I'm no upholsterer. I can't sew a tufted button onto a leather couch. Shouldn't have to either since it is covered under a warranty they refuse to honor.  Why did I get an email saying the button was ordered and then to call a specific number to arrange installation? Yet, the response to BBB states I must self-install the button. Hmm. Wonder if anybody will ever answer that phone which was impossible to speak to a a human on in the first place. Wonder if that button will show up before or after my window to respond to ServeCo's response closes?  I encourage anyone reading this complaint, who has a similar complaint, to contact the Consumer Protection Division of your state's ************************* and report these scammers.

  The only acceptable response to my claim is for ServeCo to fix my sofa. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/11/2024

  ServeCo will permit dispatching a service technician to install the button as a gesture of goodwill for the consumer. However, it's imperative to emphasize that this accommodation will not be extended in the future, and ServeCo will not provide courtesy repairs thereafter.

  If the consumer submits a service request for an item outlined in the "WHAT IS COVERED" section, we will gladly adhere to the terms of the contract. However, if the request pertains to something not expressly listed in that section, we will consider it ineligible and close the case accordingly.
  

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21764305
  
  I am rejecting this response because the company refuses to give a straight answer. Read the terms of the contract. A button is not listed under what is not covered.  They literally cover nothing and pretend like they cover everything.  ***** ************ plan is a complete scam.  Secondarily, their level of profit mongering is only equaled by their level of ineptitude.  I am also rejecting this response because I still have not received the replacement part which was allegedly going to be sent to me. Thirdly, I am rejecting this response because despite my re-scheduling the service technician appointment, and also an assurance that the technician would not show up, the technician showed up to replace a part that neither he or I possess.  At this point I suspect that the replacement part is never coming and the technician won't be back whereas ServeCo will just say, "We sent a part and a technician" and then get off free without having done anything to resolve this complaint.  All this company can offer you for your money is empty words and incompetence hiding behind an nebulous contract.  If I didn't know any better I would think that ServeCo is a health insurance company because that is the only analogous industry with such a level of greed and indifference to the customer.

  LaZboy will charge a customer $160 per hour to fix ********************, plus cost of parts.  For the $400 dollars I paid for this useless coverage plan, I could have paid for roughly 2 hours of service plus the part.  If ServeCo pays for the one hour billed by the technician, plus the part, they still come out $200 dollars ahead.  And that's only if they pay the retail prices that you and I pay.  Oh, by the way ServeCo has no technicians of their own.  They are just a middleman paper shuffler. Do yourself a favor. Don't buy the coverage plan. Save your money in case you need it to hire LaZboy or another service directly. Avoid dealing with the charlatans at ServeCo so you can save yourself the indignity of having them tell you that they are providing you with a courtesy when they know darn well that they aren't, they are just worried that someone figured out their ruse.  Like I said before, if you are encountering a similar runaround, report them to your State Attorney General. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/25/2024

  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 5 yr extended warranty on my outdoor furniture from American Furniture Galleries. Told me it was a great hassle-free plan that I call make claim if a incident occured and they will replace hassle free. I filed claim took 3 weeks and four phone calls to serve ** and only to have to claim be disqualified. Now I am out $299 because I can not use.

  

  Business Response

  Date: 05/30/2024

  ServeCo regrets the less than exceptional experience the consumer has encountered, and we appreciate the opportunity to address their concerns. It appears that the service contract the store,American Furniture Galleries, sold to the consumer does not cover outdoor furniture. The consumer is provided with a copy of the Terms and Conditions outlined in their service contract at the time of purchase. Listed under WHAT IS NOT COVERED is a section titled Non-Household Environments the 2nd bullet down states Stains or damage that occur while the furniture in not located within your residence.
  
  We recognize the significance of clarity in these situations and regret any inconvenience this may have caused. To resolve this issue, we recommend the consumer return to the store where they originally purchased the service contract. They will be able to assist the consumer in obtaining a refund for the service contract that was sold to the consumer. 

• Initial Complaint

  Date:05/15/2024

  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.

  In October 2022, I purchased two electric recliner chairs/sofas from ********* I also purchased a $650 Serveco Platinum 5yr service plan. I was told it would cover any problem. I paid ******** for this plan. I submitted a claim to get a repair for one recliner that had a problem with the footrest retracting. The claim was declined without explanation other than the problem was not on the list of covered items.

  

  Business Response

  Date: 05/21/2024

  ServeCo apologizes for the frustration the consumer has expressed regarding the status on their service request. The consumer purchased the ********** 5-Year Protection Plan, which covers a wide range of accidental damage typically affecting household furniture. This coverage remains valid until the contract expires.
  

  After a thorough inspection and assessment of the consumer's specific service request, it was determined that the issue does not meet the criteria for full-service eligibility. The service request indicates that the footrest will not lower completely. Typically, this type of issue is related to the mechanism or footrest motor, neither of which are covered under the terms and conditions outlined in the service contract.The service contract does not extend coverage to power or mechanical issues.
  Consumers are provided with a copy of the terms and conditions for their reference when they purchase the service contract.