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: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.

  [[BBB transcription via mail; see attachment]]Had issues with recliners and fabric, repair stitching also needs repaired. Company came out looked at furniture never came back to fix problems. Called multiple times, they do not answer phone. Sent them a letter, they return call, but will not answer phones. Very unprofessional

  

  Business Response

  Date: 06/04/2024

  ServeCo regrets the less than exceptional experience the consumer has encountered, and ServeCo appreciates the opportunity to address their concerns. Unfortunately, the manufacturer was in the process of going out of business as ServeCo was in the process of attempting to obtain parts which subsequently extended delays. Once ServeCo was informed of this information and it was confirmed we would not be able to obtain parts through the manufacturer we began looking into other resources to see if we can order the parts through another channel.
  
  We are confident we would be able to order the pull handles needed for repair to address the reclining issue but are not able to get the material as its a specific part that comes directly from the manufacturer.
  
  Another option the consumer has is receiving a refund of the service contract purchased. Listed in the service contract under Service Procedures bullet 5.1.4 titled 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 Furniture Protection Connection Agreements, changed ownership, or stopped selling furniture, or You have moved from the original store locations operation area since Your Purchase, and We cannot provide a suitable Replacement,We will provide you with a Refund of the purchase price of the Agreement rather than a Replacement or Reselection.
  
  ServeCo has attempted to reach out to the consumer to review the options available but had to leave a voicemail. 

• Initial Complaint

  Date:05/13/2024

  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 purchased a furniture service contract from this company via Joybird. A stain occurred on my couch and I contacted the business within the 30-day period in our contract. They sent a cleaning kit. The kit didnt work. It only made the stain larger. I contacted the company again, and they refused to provide any further resolution, saying I waited too long to follow up. The contract has no limit to the companys responsibility for a stain reported correctly. The email I received didnt say that beyond any amount of time the company would relinquish responsibility. I would like the company to uphold its contractual responsibility to clean the stain on my sofa.

  

  Business Response

  Date: 05/15/2024

  The consumer submitted a service request in September 2023, reporting unknown liquid stains on the seat casing. In accordance with the service contract, ServeCo s initial step was to send a cleaning kit to the consumer. An email was sent on 9/26/2023 stating: ****, we are sending a cleaning kit as the first step for the liquid spill. If the stain is not lifted with the kit, please contact us within 10 business days.
  

  We did not hear back from the consumer until 5/7/2024,nearly 8 months later. ServeCo explained to the consumer that he is outside the timeframe allotted for reporting a stain. However, as a courtesy, ServeCo contacted Joybird to inquire about ordering a new seat casing. Joybird confirmed that the casing is available, so we have proceeded with placing the order.
  

  The consumer has been contacted via email with an update on the decision and the next steps in their service request. We look forward to resolving this matter to the consumer's satisfaction.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21705266
  
  I am rejecting this response because: The business stated that they ordered me a new part, but they haven't provided an order number or tracking number. I asked them to do that in order to reply to your ticket to me, but they have not responded in the time frame I had to respond to you
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/11/2024

  ServeCo is awaiting an update from the manufacturer on the part order that includes an order number or tracking number, which has prevented us from providing the consumer with an update at this time. ServeCo reissued the authorization for processing on 6/6/2024. Once we receive an update on the part order, we'll promptly provide the consumer with the necessary information.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21705266
  
  I am rejecting this response because: I would like to receive the replacement part before I agree to close this complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/13/2024

  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.

  In January 2024 I submitted a claim to ServCo for small gel ink spots on our leather Lazy Boy couch. The warranty was purchased through Lazy Boy at the time of purchase. Proper documentation was sent and they assigned a service tech to repair. The service tech came on March 11th. I was told prior to his visit the leather would be replaced or repaired. When I came back in living room to see how the repair was going he was painting the leather, trying to color match with multiple different colors. He was then hot drying. He repeated this process and determined it was not matching. He called his supervisor who assured me they would take care of it and order a whole new arm (the piece ruined during repair) and would schedule an appointment to visit. A month went by without word so I called ServCo on April 11 2024. It sounds like the service tech informed of the order needed, but was never placed. I explained the whole situation and was told the order would be placed and I'd be updated. I waited another month and called back for an updated today, May 13th, because i had not been contacted. I was just now told the item is on back order. The rep said she has no further updates, but would have someone check. I asked if someone could call me with an update and was told the system would send a text. I purchased a protection warranty at the time of purchase, provided docs required, damage was minimal. Now after repair the furniture looks worse than before the service tech came out. I'm getting very little assistance or guidance. Every time I call I get a different answer *** no one is reaching out to me directly. The auto text states something different than rep is telling me. It's been two months since my furniture was damaged during repair. I feel like they just sent someone to experiment.

  

  Business Response

  Date: 05/15/2024

  We value customer feedback as it helps us identify areas for improvement and exceed customer expectations. We regret that the consumer's experience was less than exceptional, as this undermines our efforts to provide outstanding service. We greatly appreciate the trust the consumer placed in ServeCo by investing in our service contract, and we are committed to resolving this service request.
  
  Our initial step to resolve the consumer's issue involved sending a leather repair expert to blend and apply leather dyes.Unfortunately, the leather did not blend correctly, preventing a successful repair. Consequently, we submitted an order for replacement parts. These parts are currently on back order, but ServeCo has reached out to ******** Corporate,who informed us that the supplier has provided an estimated time of arrival in June. We will follow up with ******** in a couple of weeks to obtain a more precise date and will keep the consumer updated.

• Initial Complaint

  Date:05/06/2024

  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.

  Me and my husband purchased a sofa from American Furniture Galleries, and the warranty was under Servco North America. After two years, the sofa we purchased from American Furniture Galleries started to feel unsafe to sit in. When my husband sat in it, it made squeaking noises when he rocked or reclined in it. It was as though it was going to collapse at any time which caused us both to feel unsafe sitting in it. We paid $199.00 for the warranty through Serveco North America. When we attempted to use our warranty to have it repaired, the warranty company (Servco North America) stated that the parts on the sofa we bought from American Furniture Galleries were outdated and they don't make those parts anymore so they would not honor the warranty even though our warranty had three years left because it was a five-year warranty. So, we did not get our sofa repaired because they said the parts were outdated. So, we feel like we paid $199.00 for nothing. We would like a refund in the amount of $199.00 since they did not keep their end of the agreement.Thank you, *********************************

  

  Business Response

  Date: 05/07/2024

  We sincerely appreciate the trust you placed in ServeCo when you invested in your service contract and regret that your feedback indicates an experience that was less than exceptional. While reviewing the service contract provided to the consumer at the time of purchase, listed under the Service Procedures session it specifically states If you submit a covered claim for a stain or damage and the particular store location where You originally purchased Your furniture has closed, no longer carries SCNA as a supplier, changed ownership, or stopped or has stopped selling new furniture since Your purchase, You may be refunded the purchase price of the plan.  The retailer from which the consumer purchased no longer offers ServeCo service contracts, and the manufacturer that made the furniture has ceased operations.This situation leaves us with no alternative but to issue a refund of $199.00 for the service contract. The consumer can expect to receive this refund via check within the next 10 business days.

  Customer Answer

  Date: 05/07/2024

   
  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:05/01/2024

  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.

  Purchased in 2021 4 year VIP+Pet Insurance on furniture purchased at Steinhafels Furniture, **************Purchased the coverage for $345.28 on a $1100 sofa.The sales person and the brochure provided both state - covers any pet damage to Fabric, Leather, or Wood. Disclaimer says "only one incident per furniture piece with VIP pet coverage. This was the first incident. No other claims ever made on this piece of furniture. Never received anything other than a brochure from the furniture dealer. No contract. Nothing in writing.Was on vacation and the dog sitter played with the dog on the sofa and it was torn and had runs in it on the seating portion. The company said it was caused by repeated use and denied it.

  

  Business Response

  Date: 05/07/2024

  ServeCo empathizes with any frustration the consumer may experience regarding the service request submitted, which unfortunately does not fall within the coverage outlined in the terms and conditions of the service contract. Our escalations department has thoroughly reviewed the matter, and regrettably, the photos provided cannot be definitively linked to a single incident. The damage appears to affect all three seats, with the chaise exhibiting significant damage,including areas where the fabric is entirely absent. Consequently, ServeCo cannot proceed with processing the consumer's service request, as it does not align with the criteria for a singular incident.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21652470
  
  I am rejecting this response because:

  There is no way of getting this furniture fixed now. In doing that damage, a dog most certainly can run around on more than one cushion, and not just one! What does that even mean?! Where in the contract does it state for one specific area or seat?? I just really want my money back because as far as I'm concerned, if they are not going to fix it, or any of it, this warranty is void!! 

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

  

  Business Response

  Date: 05/21/2024

  I apologize for any misunderstanding regarding the damage to your sofa. Its important to note that damage can occur to all three seat casings if a pet is running around. However, the main point is that the damage was significant, and beyond affecting all three seat casings, the chaise also shows extensive damage that cannot be attributed to a single incident.According to the report, the dog sitter was playing with the dog, and at some point, the damage would have been noticeable enough to see that the pet was harming the sofa. While we regret that we cannot fulfill your service request,we will forward your information to facilitate a prorated refund of the service contract purchased.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21652470
  
  I am rejecting this response because: I accept this and that they will facilitate a prorated refund of the service contract. It should be an entire refund, but it looks like this has been closed, and I can't do anything.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/11/2024

  ServeCo has initiated the prorated refund request for the service contract, and we've received confirmation that it's being processed. We regret that we couldn't reach a resolution that would fully satisfy the consumer.

• Initial Complaint

  Date:04/29/2024

  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 **uch and loveseat from a local furniture store in May 2020. We purchased a 5 yr warranty through ******** of North America at that time at the suggestion of the store. On 1/9/24 I submitted Claim #1 due to the fabric of the **uch having holes burned into it from a medical device malfunction. At the time of the claim, a text response was sent that said I would be **ntacted by an advisor within 48 business hours. I was never **ntacted.On 2/7/24 I had to submit 2nd separate claim, due to the motor on the loveseat stopping working. Again, expected to have a response within 48 business hours. I have again, not actually been **ntacted by anyone. I have received emails or texts.Regarding the Claim #1, I finally got a response that 'parts' had been ordered from the manufacturer & to expect them within 12 weeks. We picked up the 'parts' from the original store on 4/21/24 & have been directed to **ntact the warranty ** to 'install.'Regarding Claim #2, a service request was sent to Saw Furniture on 2/19/24. They were to **ntact me to schedule a visit. Saw Furniture **ntacted me and set up an appt for 3/12/24. On 3/11/24 they called me and let me know that a technician would not be in my area and that it needs to be rescheduled. The next available appt was 4/30/24. They have now called on 4/29/24 because again, a technician will not be in my area and the next available appt is 6/18/24. So, based on reviews of Saw Furniture and ******** of North America I have little faith that either of these issues will be taken care of, ever. I am incredibly disappointed by this experience. I am going to call today to see how to resolve these 2 claims but I have little hope of either piece of furniture being fixed.

  

  Business Response

  Date: 05/01/2024

  ServeCo acknowledges and shares the consumer's frustrations in the delay in getting scheduled. We have addressed the issue of inconsistent scheduling with the service technician supervisor and have re-assigned the service order to another technician who can attend to it immediately.

  ServeCo has made two separate attempts to reach out to the consumer for an update, but unfortunately, we have been unable to establish contact thus far. We will continue to reach out to the consumer to secure a scheduled date for repair.

  Customer Answer

  Date: 05/01/2024

  Thank you for getting the ball rolling with ServeCo of North America. As I said in my original complaint, I have 2 open claims. 

  Claim # 1 is for fabric damage that needs either replaced or repaired. I was sent the 'replacement parts' but have not been contacted about getting said 'parts' installed.

  Claim #2 is for the motor of the loveseat. This is the service request that was cancelled and rescheduled multiple times. ServeCo of North America has sent the service request to a new company. The company, Premier Furniture Service, has already reached out to schedule. I look forward to them coming out and getting it taken care of. I am working on getting that scheduled now. 

  I still need Claim #1 to be addressed. 

  The company assigned claim numbers are as follows: The first claim is #****** dated 1/9/24. The second claim is #****** dated 2/7/24.

  

  Business Response

  Date: 05/07/2024

  We're pleased to confirm the arrival of the seat casings. Upon receipt of the parts, consumers typically inform ServeCo, enabling us to schedule a service technician for installation. We will add this installation to the service order that is already set up. ServeCo looks forward to a resolution of this service request and ensuring the consumer is satisfied with repairs. 

  Customer Answer

  Date: 05/07/2024

  I received a call yesterday from the new service company scheduling a time to repair the love seat. They are scheduled to come 5/18/24. They will call the day before to set a time. I just received a text and email that the service company has been sent the info on the couch repair. 
  I would like to keep this open until all repairs are completed satisfactorily. 

  

  Business Response

  Date: 05/10/2024

  The service technician has been instructed to reach out to ServeCo promptly should any obstacles arise during the repair process. We are eager to address any concerns and ensure a satisfactory resolution for the consumer's service request.

  Customer Answer

  Date: 05/10/2024

  Thank you. Appt is set for Friday 5/17 to address both issues. Premier Furniture Services are scheduled to call the day before to set up the 2 hr window for when I should expect them.

  I am waiting until both issues are handled satisfactorily before accepting the resolution.

  I am hopeful. 

  

  Business Response

  Date: 05/15/2024

  We look forward to addressing the consumer's concerns regarding her furniture and completing the service request with a satisfactory repair. The service technician has been informed to contact us directly if any issues arise preventing a seamless experience for the consumer. 

  Customer Answer

  Date: 05/15/2024

  Just responding to keep this claim open. Im expecting a call tomorrow to set the 2 hr window for *************** visit.

   

• Initial Complaint

  Date:04/28/2024

  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.

  We purchased two recliner chairs from ******** on May 24. 2020. Both chairs were purchased with extended warranties from ServeCo. One of the chairs purchased is a power recliner. We noticed there might have been an issue during the Christmas holidays in December 2023 with the power head rest. It was working but made a noise when moving we hadnt heard before. The head rest stopped working properly in April 2024 (four months later). We contacted ServeCo on April 15 to open a claim (claim# ******) to have the chair serviced. They asked when we first noticed the problem and we told them in December 2023 but that it was still working so we didnt contact them until it stopped working. They declined our claim as they said we didnt report it within 30 days. We tried to explain that we called as soon as it stopped working, but since we mentioned noticing something in December 2023, they backdated to that date and refused to honor the claim. We tried contacting a manager at ServeCo to discuss, but was told no one was available to respond but someone would contact us within 72 hours. Weve never heard back. This company is trying to get out of honoring the warranty agreement we paid for. ServeCo was paid a total of $268 for extended warranties on both chairs. The issue is unresolved. If they wont honor the claim, we are asking for a full refund of what we paid for the extended warranty protection.

  

  Business Response

  Date: 04/30/2024

  We apologize for the consumer's less than satisfactory experience with the outcome of their service request. The consumer reported hearing a noise from the unit back in December of 2023 but opted not to report it since the unit was still functioning adequately. When the unit eventually ceased to operate, the consumer promptly submitted a service request. While noise issues do not typically fall within the parameters of service covered by the terms and conditions of the service contract, the consumer followed the correct procedure by filing the service request when the unit stopped working,which should have been processed as a covered service request. ServeCo has taken steps to address the issue by ordering the necessary parts for repair,with an estimated shipping date of 05/06/2024. Upon receiving the part, the consumer can contact ServeCo at ************ to initiate a service order and dispatch a technician. We eagerly anticipate the opportunity to resolve this service request for the consumer.

  Customer Answer

  Date: 04/30/2024

   
  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. I'm disappointed it took this more drastic measure for ServeCo to do the right thing, but I'm glad to see progress made. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/26/2024

  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 the totalcareplus 5 year protection plan for my couches. In year 3, we noticed an pee odor due to our dog. Our couches besides the smell look well with only some stitching coming undone on the foot rests. The total care plus package was bought specifically for if animal pee occurs on the couch. They are required by contract to replace the portions that smell. Sent all relevant information and they refused to repair as required by their contract. They simply "denied" and refuse to tell me why. Absolute scam and fraud service

  

  Business Response

  Date: 04/30/2024

   The consumer reported a urine odor from both units but never called in a specific incident, just that the units smelled of urine. The consumer is provided with a copy of the Terms and Conditions outlined in their service contract as the time of purchase. In the service contract under Requirements for ******************* the 3rd bullet down states Any stain or damage must be reported to SCS within thirty (30) days of the date that the stain or damage occurred, Notify SCS by calling *************. Also referring to the section labeled What is Not Covered listed under Miscellaneous you will find it has odor listed as a non-coverage. ServeCo adheres to the Terms and Conditions specified in the service contract. As a goodwill gesture, we can arrange for a thorough cleaning of both units. However, it's important to note that we cannot assure complete removal of the odor, and this cleaning will also fulfill the terms of the service contract. ServeCo has offered this to the consumer, and he would like an email sent to him offering this or letting him know what the prorated refund of his service contract would be. After calculation the consumer would receive back $225.81. This information has been sent to the consumer and we are waiting for a response from him on how to move forward.

  Customer Answer

  Date: 04/30/2024

  I understand there was a requirement to report any incident within 30 days. However that requires an incident to have occurred in order to fulfill that requirement. We have never had the dog pee on the couch, kept upkeep of the couches with regular cleaning. This policy was bought specifically for pet odors that eventually occur within 3-5 years of owning a couch and a dog. The expectations and explanations at the time of sale was that they would replace the couch issue areas provided there is not obvious staining and regular cleaning was performed on the couches. Based on the photos provided it is blatantly obvious there is no staining and only normal wear and tear of using a couch. (threading on foot rest was coming undone was the only obvious wear and tear.) A pee like smell can occur from constantly using a couch for years daily. I received a call from them directly and they agreed to refund the unused months of warranty. This however does not change that the way the warranty was explained at the time of sale does not reflect their actual services and intentionally misleads the customer thinking regular pet smell is covered. 

  Customer Answer

  Date: 04/30/2024

  I understand there was a requirement to report any incident within 30 days. However that requires an incident to have occurred in order to fulfill that requirement. We have never had the dog pee on the couch, kept upkeep of the couches with regular cleaning. This policy was bought specifically for pet odors that eventually occur within 3-5 years of owning a couch and a dog. The expectations and explanations at the time of sale was that they would replace the couch issue areas provided there is not obvious staining and regular cleaning was performed on the couches. Based on the photos provided it is blatantly obvious there is no staining and only normal wear and tear of using a couch. (threading on foot rest was coming undone was the only obvious wear and tear.) A pee like smell can occur from constantly using a couch for years daily. I received a call from them directly and they agreed to refund the unused months of warranty. This however does not change that the way the warranty was explained at the time of sale does not reflect their actual services and intentionally misleads the customer thinking regular pet smell is covered. 

  

  Business Response

  Date: 05/06/2024

  ServeCo does not participate in the initial sales process of the contract, as it occurs within the retail store at the point of purchase. We have taken steps to ensure that the sales representative in that area thoroughly reviews the terms and conditions with the store to ensure accurate representation during the sale of service contracts. Furthermore, at the time of purchase, consumers are provided with a detailed copy of the service contract, outlining precisely what is covered and what is not. Notably, odor is explicitly listed as a non-covered item.
  

  In response to the consumer's concern, ServeCo offered two resolutions: a professional overall cleaning of the entire unit or a prorated refund of the service contract, totaling $225.81. The consumer opted for the refund, which has been processed, and they have been informed that they will receive it within the next 10 business days.

• Initial Complaint

  Date:04/25/2024

  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.

  I purchased insurance from Lazyboy (SERVECO) for fabric protection and repair. After contacting SERVCO about piling and a tear in the seam of one of the cushions they denied the claim stating that this protection only covers accidental punctures/tears/holes. I purchased this because it was supposed to cover pet protection as well. Beware of purchasing extra insurance from this company as it is purely worthless. I will never purchase this again and if I was LAZYBOY I would be ashamed to be affiliated with a company like this.

  

  Business Response

  Date: 04/30/2024

  We highly value customer feedback as it helps us better understand how we can surpass their expectations. When the consumer reported the damage, there was no mention of pet-related issues; rather, it was attributed to "use."Upon reviewing the photos submitted, there are no apparent signs of pet damage;instead, they exhibit typical wear and tear from everyday use, which cannot be attributed to a single incident.
  

  The consumer is provided with a copy of the Terms and Conditions outlined in their service contract at the time of purchase. As stated in the service contract under the section "What's Not Covered," damages resulting from wear and tear are excluded. While the reported damages may not fall within the coverage of the service contract purchased, it's important to note that the consumer still retains protection over the power components should any issues arise.

• Initial Complaint

  Date:04/16/2024

  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 Catnapper Recliner from Boscov's with an extended warranty though ServeCo on 9/19/21 delivery was 11/10/21. Recliner cost $1,099.99 and extended warranty cost $209.99 - Sales receipt #********. Chair stopped reclining about 12/27/23. Contacted ServeCo who insisted it was the motor and ordered a new motor. Had to wait for part and then for appointment with technician. Technician came to house on 2/6/24 and advised he needed to order new remote and new wire. He put in the request from my house that day. I later discover that parts were not ordered until 2/21/24 and was advised it would take ***** business days. Calling ServeCo weekly and each time I am being told parents are backordered and they give me a new ETA. Today, the Manager I spoke with advised that the parts are actually ordered by ******'s and she would contact them for an update. I was promised a return call but I do not expect one since I am told they will call me back each time I call but they never do. I called ******'s to complain about ServeCo and was advised that they could not help me since the chair is out of manufacturer warranty and I have to deal with ServeCo. When I ask ServeCo how long do I have to wait for the parts and for them to make a determination that they cannot get the parts and therefore cannot repair my chair, they have no answer.

  

  Business Response

  Date: 04/18/2024

   We regret the less than exceptional experience the consumer has expressed. It is normal protocol for ServeCo to triage with the consumer in attempt to identify if parts are needed for repair. Taking this proactive step assists with the duration of the claim and assists with expediting a resolution to the consumers service request. When the consumer reported the issue, it stated Fabric Recliner will not recline and stays in the upright position. Cannot hear motor trying to run when pressing the buttons on remote. Power supply light is on. Based off what was reported it was determined a motor would be needed to rectify the issue. Once the service request was processed, all required documents were received, and the part identified the part order was placed on 1/5/2024.

  On 1/29/2024 ServeCo received information that the part arrived at the consumers home, a service order was opened, and a service technician assigned. The consumer was scheduled for 2/6/2024, the service technician submitted his report stating: Customer received a motor/actuator for recliner, but problem lies with power supply box extension wire that connects to motor. Which is flattened. Also, buttons on hand wand remote are jammed. Parts needed. ServeCo reviewed the service order on 2/8 and sent it over to the parts department for processing the new part order.

  The parts department received the request and reached out to the manufacturer on 2/13 checking part availability and cost. Parts were confirmed to be ordered on 2/21/2024. ServeCo received a response from the manufacturer on 2/27/2024 confirming parts have been processed: 02/27/2024 11:16:28 Ordered, p/o#******. Please allow ***** business days to ship to the customer. Thank You! ******************** Administrative Assistant, Furniture Parts, and Service.

  Unfortunately, during this time the parts were put on backorder and when the consumer called in for an update on 3/27/2024 she was advised of this and escalated to a manager to voice her frustrations. ServeCo explained there are certain aspects that are unfortunately beyond our control, such as production and shipping delays.

  ServeCo received confirmation the parts were shipped on 4/17/2024, the tracking number is 9434 6091 0545 9043 3983 87 for ***** A service order was opened on 4/17/2024 to proactively get the consumer scheduled, the service technician called the consumer today (4/18/2024) and had to leave a voicemail.

  ServeCo looks forward to connecting with the consumer, getting them scheduled and resolving this service request as quickly as possible.