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:03/14/2024

  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.

  Purchase a Lazyboy dining set last year. It was $10k total with a 10% charge for a warranty that supposedly covers any damage for 5 years. Serveco has additional stipulations that are not on the singed agreement. Seeking repair of damages ************* and gouges that are within scope of warranty. Contacted several times but no action taken besides rejection. Have to call multiple times because no response is given unless prodded.

  

  Business Response

  Date: 03/21/2024

  We regret the dissatisfaction expressed by the consumer regarding their Service Request experience. At the time of purchase, consumers are provided with a comprehensive Service Contract outlining specific Terms and Conditions,Requirements for Service, and coverage details. Notably, under the "What Is Not Covered" section, as outlined in the Service Contract's "General" terms, it specifies any stain or damage of unknown origin.
  
  In this Service Request the damage description provided by the consumer was " unknown, just saw it one day. Based on the description provided, the Service Request was deemed not qualified as it does not stem from a specific incident. It is essential to adhere to the Terms and Conditions outlined in the Service Contract to maintain consistency and uphold the integrity of the Service Request process.

  However, we contacted the consumer and advised we are willing to dispatch a Service Technician to attempt a repair as a courtesy. It's important to note that there are no guarantees the repair will be 100% successful, and this is undertaken with the understanding that ServeCo holds no responsibility if the repair does not yield the desired outcome. The customer has acknowledged and accepted these terms and has requested us to proceed accordingly. A Service Order has been opened and a Service Technician assigned, the consumer should expect a call within the next 48 hours to schedule. 

  Customer Answer

  Date: 05/10/2024

  Purchase a dining room set from ****** in *********, ** in August 2022. Salesperson told me that it is to our benefit to by the extended service pan of 10% purchase price as her experience with a table it was replaced under warranty when issues arose. Table was delivered mid January 2023 In Feb 2024 noted scratch and pits on table top as well as cracking on support legs and laminate lifting on tabletop. April of 2024 tech from furniture repair arrived and said he couldn't fix issue with top, it needed replaced. Never heard from Serveco so contacted 2 weeks later. After getting the furniture repair company to finally submit report, Serveco fraudulent listed the issue as water damage. I welcome an inspection by a third party and have contacted ****** in ********* to escalate the issue since they received the payment for the warranty. I merely want what I paid for.

  

  Business Response

  Date: 05/15/2024

  The service order has been reviewed by the Director of Field Technicians. Although the originally dispatched service technician was not confident in performing the repair, the owner of the service technician company, a skilled wood expert, is confident in handling the touch-**** A new service order has been opened and assigned to this expert.
  

  Please note that the repair/touch-up being offered is a courtesy service only. The consumer has been informed that there are no guarantees the repair will be 100% effective. This is an attempt to repair to the best of our ability, but we assume no responsibility if the repair does not succeed.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21432229
  
  I am rejecting this response because:

  Servco did not address the whole issue with the table. I had to reach out to Lazboy corporate to fix the issue. The table has also lifted laminate which Servco is not willing to fix. A note to any consumer who chooses to buy the extended warranty offered by ******. They do not honor the warranty. It is a bad investment.

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

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  The swivel reclining chairs I bought are falling apart I had bought service warranty on them filed warrent on them in November of 2023 and have called several time after filling before service tech came out 4months to be exact the took pictures and stated would send replacement parts waited 1more month called again told it was never fied by service techs did this 3 more times I am getting run around asked for my money back they can keep chairs

  

  Business Response

  Date: 03/14/2024

  ServeCo regrets the delay in processing the Service Request for the Consumer. Unfortunately, the assigned Service Technician encountered unforeseen circumstances beyond their control, which prevented them from completing the Service Request within the designated timeframe. ServeCo has successfully arranged for another Service Technician in the area to address the Consumer's needs. The Consumer has been notified and scheduled for service on 3/17/2024.

  Customer Answer

  Date: 03/14/2024

  I have had the same answer from them over the last 6 month I have called the over the 6 times  telling me they will fix problem but never does so if I seem pessimistic about their answer until I got actual people here fixing it I I won't trust their answer

  

  Business Response

  Date: 03/25/2024

  ServeCo acknowledges the consumer's concerns regarding our updates, given the significant delay in the Service Request process. We want to reassure the consumer that the part was ordered on 3/21/2024 through the manufacturer.Once we receive an update, including an estimated time of arrival (ETA), we will promptly reach out to the consumer.

• Initial Complaint

  Date:03/11/2024

  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 purchased a lift chair from LazyBoy on May 14, 2022 along with a Protection Plan provided by ********* My chair quit working so I called ******** on February 8, 2024. Spoke with a ******* who assigned me a claim number of ******. I had to take various pictures and upload them to a ******** website. Eventually they sent me an email saying that they were sending parts to me. I responded that no one had even been here to check the chair, how could they order parts. They ended up mailing me a new power cord along with a new power supply box. I switched them out but the chair still does not work. I have placed various calls to them and ended up asking to speak with a supervisor. They switched me to *****, this was on March 1, 2024. She said that she was going to contact Premier Furniture Service to set up an appointment for them to come out and look at the chair. Premier contacted me and set up an appointment for March 7, 2024 but no one showed up. I waited until 6:15 p.m. et and tried to call them but the call would not go through. A gentleman from Premier called me at 6:46 p.m. ET to say that they were switching their system and the techs had no way to find out where they were to go. He said that he would have someone come today, March 11, 2024 and they would text me on Sunday to give me a time. I never got a text and no one has shown up. If no one is going to fix my chair, I want a full refund for the chair and service contract along with money to have someone come and remove the chair from my home. This complaint is against *******, ******** and Premier Furniture. I also tried going through LazyBoy but they could not help me at all. I have a lot more documentation but the file is too big to send.

• Initial Complaint

  Date:03/08/2024

  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 purchased furniture from a local store along with having it protected with Ultrashield and a Fabric 5-year protection plan from ServeCo 5/17/19. We have never filed a claim or even asked them to come out and clean the furniture throughout the years. We recently had a pen leak ink on the chair and ottoman. I filed a service claim with ServeCo, answered all of their questions, attached pictures and awaited a response. ServeCo never came onsite and looked at the furniture but made the determination through a picture that the ink was not from a "gel" ink pen and was not covered. I then called them to dispute the rejection and ask how they were able to look at a photo and determine what kind of ink pen it was. After being put on hold several times, the call taker came back on and told me that she was escalating it to a manager for review. I hung up and almost immediately receive another email stating that the claim was rejected because I tried to clean it myself and I should have only used a clean dry cloth. A clean dry cloth on ink? Its pretty obvious that they have canned answers of rejection and never intended to care for my furniture or make good on the protection plan.

  

  Business Response

  Date: 03/12/2024

  It seems there was a misunderstanding regarding why the claim was initially not qualified for service. The consumer tried to remove the ink stains using a cleaning product called "Totally Awesome Cleaner." Our service contract advises clients to blot the spot with a dry towel and promptly contact ServeCo to prevent further damage or worsening of the stain. Because the consumer attempted to clean the stain, the service request was initially ineligible for service. However, upon further examination, ServeCo has decided to proceed with replacing the units for the consumer. Even if a service technician had been dispatched to extract the stain, it would not have been removable. The consumer has been contacted and informed of this decision.

  Customer Answer

  Date: 03/13/2024

  Im happy to hear the response from ServeCo and appreciate their consideration. I look forward to full resolution, so we can clear the ticket at that point. 

  

  Business Response

  Date: 03/25/2024

  ServeCo is pleased that the consumer has accepted the resolution plan for the Service Request. We have submitted a request for pricing and availability to the store,upon receiving an update, we will promptly follow up with the consumer.

  Customer Answer

  Date: 04/01/2024

  Im looking for an update on the case. I have not been contacted again or received a response to my email asking ServeCo for an update. I have also not heard from the furniture company. Is there anything I can do to help move this along. Thanks.

  

  Business Response

  Date: 04/09/2024

  Additional Comments from Consumer RESPONSE: ServeCo initiated an information request to Liddons Furniture on March 22, 2024, and received a response regarding the cost for the chair and ottoman on March 27, 2024. Following this, ServeCo issued an additional request for information to proceed with authorization, which was received on April 8, 2024. The authorization has been dispatched to the store for processing as of this morning. Liddons Furniture will communicate directly with the consumer to finalize the replacement process.

  Customer Answer

  Date: 04/09/2024

   
  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:03/05/2024

  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 2023, I purchased a new sofa set from surplus furniture and mattress warehouse in *********************. I got up sold on ServCo extended protection plan for $229.00 as I have a dog thought this was a good idea.Im on December 28th, 2023 I noticed a small tear in a cushion and a few threads have let loose near another cushion zipper area. Submitted an on line claim same day and got an automated response saying it would be ******************************* back, a month an a half later nothing, logged on and they were looking for for another picture to which I provided in early February 2024 and got another 48 hours for contact message. Today, March 5th, *************************************************************************************** $4.99 chargeeventually I found a number and got in contact with a service rep, I explained the issue and immediately got a we changed our service system over and we have higher than normal volumeI got upset, eventually transferred to a supervisor who was no in, and I left a message, they called back about 5 mins later to tell me it was the wrong person and they would forward it to the right personbeing an ex cop I immediately realized this is exactly how scam companies operate and opted to submit a report and would like to request a BBB investigation into this. I may need to have the furniture store investigated too if they are peddling a scam.

  

  Business Response

  Date: 03/06/2024

  We value customer feedback to best understand ways that we can achieve our goals to exceed their expectations. The fact that the consumers input reflected a less than exceptional experience is regrettable and undermines our internal initiatives. We want to express our sincere apologies for any inconvenience or frustration this may have caused the consumer. Additionally, we are reviewing our internal processes to ensure such delays do not happen in the future. 
  
  We have ordered the required part to address the issues with the consumers sofa, and it will be shipped directly to the consumer as soon as possible. Once the part is received the consumer can reach out to ServeCo directly and we will dispatch a service technician for installation. 

  Customer Answer

  Date: 03/06/2024

  Ok,

  Happy with the quick response however, I can not in all honesty say that Im satisfied until the matter is actually resolved.  Saying its being done is not the same as actually being done, so until the issue is actually addressed Im still skeptical and in pending mode, especially after months of nothing and the only response required time out of my day to lay a BBB complaintIm definitely waiting before I commit to being satisfied.  I have to keep in mind that I have another 4+ years of paid service so give the issues this far on a very small service repair I am uneasy but willing to see how things go because of the quick response.

  i Would like to suggest training service representatives on a more regular basis to ensure compliance dose not set in as I believe that is a major part of why this issue occurred, this is especially important when switching systems around as things get lost in the shuffle and customers sufferagain thats just a suggestion.

  Once the issues is resolved I will respond with resolution results.

  

  Business Response

  Date: 03/08/2024

  The parts have confirmed to have been ordered and the consumer received an email providing an update. ServeCo took advantage of this situation and utilized it as a coaching opportunity to elevate the team ensuring the consumer receives an exceptional experience in the future. 

• Initial Complaint

  Date:03/01/2024

  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 bought 2 couches from vermulens in ******* and bought the warranty because they assured me anything is cover! If my kids or dogs wreck the couch (why I bought it). The first issue I had was with the mechanisms in power chair. They sent parts out, wrong parts the guy came out and couldnt fix. Reordered parts. Still not right parts. My husband looked to find correct parts we needed. After and argument they finally send me to correct parts then told me it was 3 months before they could come back out so my husband fixed it himself. I now have a hold in the fabric of my couch from my dog ripping it. They refused to cover or fix this issue because i didnt clarify it is one certain accident they considered it west and tear. I filed another claim stating the specific incident that occurred and they still refuse to fix it. Now they say its not covered because it wasnt accidental well Ill tell ya I dont think my dog put a hole in it with her nails of purpose or that I asked her to. Not to mention it took up to 2 weeks for them to respond back when the text clearly says 2 business days. But yet ********* told me they should cover any issue like this complete waste of time and money! They are absolutely worthless!! And looking at their reviews on here I am clearly not one only one who has issues with them and their warranty. My neighbor has had the same issues as well!

  

  Business Response

  Date: 03/05/2024

  The consumer initially submitted a Service Request through ServeCos online portal,reporting, "On one of the pieces of the couch my kid cut the fabric with a pair of scissors," citing the cause of damage as, "There is a hole on part of the couch from my child cutting it with scissors." However, in the BBB complaint received, the consumer now claims, "I now have a hole in the fabric of my couch from my dog ripping it." This inconsistency in the reported cause of damage triggers a flag in our software.
  

  It's worth noting that the consumer purchased a *********** 5 Yr. VIP Pet Protection Plan," which covers a broad range of incidents provided they are reported within the specified timeframe. However, this plan does not extend coverage to incidents involving children or pets "wrecking" the sofa.Our service contract explicitly outlines terms and conditions under "What is Not Covered," where the 2nd bullet specifies, "Stains or damage resulting from improper use or misuse of furniture including the use of the furniture beyond the purpose for which it has been designed."Additionally, the 6th bullet addresses "Intentional stains or damage."

  When the consumer initially submitted their service request, they stated the cause as, "There is a hole on part of the couch from my child cutting it with scissors." This is when our system flagged the service request as non-coverage due to intentional damage. ServeCo is currently investigating the availability of the necessary seat casing in our parts department and may order it as a courtesy to the consumer.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21372102
  
  I am rejecting this response because:

  yes the 5 year warranty I was told covered everything! They told me I have kids and dogs so anything they did would be covered under the warranty. But you guys denied it because it wasnt accidental and it wasnt a specific accident. My dog ripped the couch with her nails. You guys denied it! I was told it was covered. You told me it wasnt an accident. Well Im sure my dog didnt purposely rip my couch so then I made another claim stating my child cut it with scissors yes lol because I thought hey you want a specific reasoning that cant be an accident apparently and needs to be a specific incident there ya go. Regardless my point is that this warranty you guys sell to people is completely a scam and crock of s*** You cover nothing. You are worthless . You can even get people in your company to send the right parts out 3 times in a row nor a company you work with that has mechanics that know what the h*** they are doing!!! I had to fix my other couch mechanically myself because your guys from SAW couldnt seem to get the job done. I should be sending you guys a bill for my time!! If the 5 year warranty covers everything like ********* told me, if my couch has a hole in it from whatever it should be repaired!!!!! If this isnt the case maybe you need to contact ********* and get it straight with them on what it does and doesnt cover because certainly they are misunderstood too! 
  SCAM . My god you guys make so much money but cant afford to fix peoples issues who purchased from you. I will be contacting Vermulens myself and complaining also. You will never get another ***** from me and I will make sure I get the word out to everyone else
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2024

  The consumers narrative shifted in the way the service request was submitted but ServeCo sincerely values consumers feedback to best understand ways that we can achieve our goals to exceed their expectations. The fact that the consumers input reflected a less than exceptional experience is regrettable and undermines our internal initiatives.

  As a gesture of goodwill, we will proceed with ordering the necessary part to repair the damage to the consumers sofa. Please understand that while this repair may not have initially been covered under the service contract, we are making an exception in this case to address the consumers concerns. It's important to note that acceptance of this offer will fulfill the terms of the service contract, and no further claims can be submitted under it. We hope this resolution demonstrates our commitment to customer satisfaction and serves to rebuild trust in our services.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21372102
  
  I am rejecting this response because:

  i Am willing to accept that as an agreement , although I bought 2 pieces . This one that has a hole in it I am willing to settle on you fixing it and getting rid of the warranty. This would be on a non electrical sofa. However, the other piece ( electrical loveseat sofa with center console and cup holders) I still want a warranty on. Does each piece have their own warranty? 

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

  

  Business Response

  Date: 03/08/2024

  There was one service contract purchased that covers both pieces. The service contract does not extend service to the issue reported in the consumers service request, but ServeCo has offered to order the part and install it at no charge to the consumer. If accepted by the consumer this agreement would fulfill the service contract in its entirety. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21372102
  
  I am rejecting this response because:

  Ok. So they wont cover anything else similar to issues like this . However , what Im trying to get at I guess is I cant make any more claims at all on anything if I accept this offer? I have a power love seat , if something was to break on this piece as far as mechanical again or electrical they wont cover anything like that either? 

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

  

  Business Response

  Date: 03/12/2024

  The consumer retains the ability to submit service requests for the other unit listed on the invoice receipt. Once approved, we will proceed with processing the part order accordingly.

  Customer Answer

  Date: 03/12/2024

   
  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:02/29/2024

  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 lift recliner for my disabled elderly grandmother and the motor died while the chair was reclined and had to get the fire department help me get her out of the chair. This chair is less than 2 years old. I filed a repair request and waited a week for a response to my request, although the system said it would take up to 48 hours. When I finally got thru to someone, they said Id have to wait 7-10 business days for them to decide what they will do and if they decide to honor the protection plan, I would need to wait another ***** WEEKS for the part, then they will schedule someone to come within a few weeks after that. This is UNACCEPTABLE. How does a warranty for a product made for people with mobility issues expect customers to wait a minimum of 3 months on a part, not including labor time?? Meanwhile, my grandmother has fallen 2 times trying to get off the couch since her chair no longer works and the company that was paid to cover the chair has practices that are in no way helpful. I encourage everyone to AVOID this company at all costs.

  

  Business Response

  Date: 03/08/2024

  We value customer feedback to best understand ways that we can achieve our goals to exceed their expectations. The fact that the consumers input reflected a less than exceptional experience is regrettable and undermines our internal initiatives.
  
  We do not take for granted the trust the consumer placed in ServeCo when they invested in their service contract. We take the consumers 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.
  
  After identifying the necessary part for the consumer's repair as the lift motor, we understand the urgency of the situation. Although parts can sometimes take up to three months due to shipping from overseas, given the medical emergency,ServeCo has made the decision to expedite the process by replacing the chair entirely. Our priority is ensuring the consumer's safety and comfort, which aligns with the purpose of their service contract investment.

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising 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 warranty coverage on an electric Lazy Boy recliner with massage and heater. Heater stopped working; I filed a claim with Serveco online on 2-7-24. When I did not hear back, I called Serveco (2-13) and spoke to an agent, ******, who informed me that my receipt had not been uploaded. I explained I had sent all files and pictures but would email it as requested. I waited online till she told me all files necessary were received she had marked the file as active for review, & I should hear back in ***** hours. I also received a text stating same. When I had not heard back after 2 days, I called again. ****** apologized and told me there was a glitch in their computers & file was not marked complete but that she would move it to the next stage. I explained that this was necessary for medical needs for my husband who is homebound and unable to walk any distance. I explained that the heater had stopped working. She said she would mark the file that this was medically necessary and have the supervisor look at it while I held. I also received six text messages stating all files received. When she returned to the phone, she said the supervisor had reviewed it, would order a heating element replacement. I could expect an email with the tracking number in four days (approximately). Once I received the part, I could call to set a repair date.Friday evening, three days later, (2-23) received a text message saying the claim had been denied. I called Saturday (2-24) and was told my contract did not fix power issues. I spoke to ******** who said, however, there was confusion on the receipt in the way the warranty contract was stated, and she would check with a supervisor and call me back on Monday, 2-26. I did not get a call in the morning and was told ******** would return my call in 40 minutes after her lunch. I never got a call.

  

  Business Response

  Date: 02/29/2024

  We sincerely apologize for the inconvenience and frustration the consumer experienced regarding the service request for their ******** recliner. We understand the urgency of the situation, especially considering the husband's medical needs, and we regret any delay in resolving this matter.
  

  Upon investigating the issue further, it appears there was indeed a misunderstanding with the way the service contract was recorded on the invoice, which prompted our system to initially disqualify the claim when attempting to order the necessary parts. We acknowledge this error and have partnered with the store to take immediate steps to rectify the situation.
  

  We have since corrected the discrepancy in the purchase receipt details and have reinitiated the process to order the heating element replacement as required. The consumer can expect to receive an email with the tracking number within the next few days. ServeCo is expediting this process to ensure the consumers husband's comfort and well-being.
  

  We sincerely apologize for any inconvenience caused by the confusion resulting in a delay in resolving this matter. Rest assured, we are committed to providing the necessary support and ensuring a swift resolution to this service request. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: ********
  
  I am rejecting this response because: This is a follow-up to complaint #********. The company did order a replacement heating element. However, since they had not originally responded to my service request, I contacted Lazy Boy and began a repair claim. I paid $197.08 for a new heating element to be sent to my home. When Serveco contacted me about the change in the decision, I asked them to reimburse me for the money spent on the element. When I spoke to the supervisor, she told me that I would have to get in touch with Lazy Boy and get the refund. She said ******** would reverse the charge once their part was received back in the warehouse. Since I did not get the Lazy Boy part from the warehouse and I have no idea where their heating element is, I want the money back from Serveco and they can get reimbursed from Lazy Boy or work it out without dragging me into the middle.
  
  *************************************************

  

  Business Response

  Date: 03/20/2024

  The consumer has been reimbursed the amount paid to ******** for the part. ServeCo has received a confirmation email indicating that the consumer has been refunded. See the email below:
  
  Sent: Thursday, March 7, 2024, 11:09 AM
  Subject: Re: Claim ****** Refund on non-warranty Parts #********
  Good morning, *****,
  Our plant was not able to catch this part before it shipped. I still processed the refund for **************** as it was not something she could control; she should see the refund in 3-7 days depending on her bank. She can dispose of the part; however, she needs should she receive it.
  
  ServeCo has attempted to reach out to the consumer to discuss but had to leave a message. 

  Customer Answer

  Date: 03/20/2024

   
  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.
  
  **************************************************

• Initial Complaint

  Date:02/26/2024

  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.

  May 1, 2021 - We ordered a sofa from ******** Furniture in *********, ** (no longer in business). This is a three seater leather sofa. January 2024 we noticed one side of the couch looked like it was sinking. On Jan 12, '24, I submitted a claim to ServeCo. On Jan 26th a technician came to our home to look at the couch. He flipped over the couch, pulled back the fabric & stated the frame was broken. He took photos and said they would be in touch. On Feb 3 my claim was denied because their "assessment is that your furniture has lacked proper maintenance, care, or has been misused." "This damage is not a manufacturing defect." I decided I would appeal this decision.I called ServeCo today, 2/26 at 2:31pm. I stated my case to a friendly customer service rep named *******. The sofa gets minimal use because most of the time, it is only hubby & me in the living ******** always use one of our recliners, not the sofa. ( two other ADULTS in the home) ******* decided to have one of the assessors speak to me regarding their decision. She was not friendly at all and proceeded to tell me someone had jumped or was slammed on my couch. She said it was determined the frame was broken due to excessive use!! My question in response: If three people sat on my couch every day for the years I have had the couch, would that be determined as excessive use. Her answer "no". I said so how then could you possibly determine based on what I am telling you is the actual usage that this is NOT a manufacturer's defect. Her answer was "Because if it were, we would have reported the issue sooner when we received the couch." I reiterated, We BARELY use the couch. If it has a defect, and I am not using it at the normal rate, the timing would not be "soon." She was snappy & suggested we pay 220 to BEGIN the process to schedule a repair. She was not friendly at all. She then suggested sending it to her mgr. By that time I was done and said never mind. Now, reading these complaints, I get it.

  

  Business Response

  Date: 02/27/2024

  We regret the less than exceptional experience the consumer has expressed. We do not take for granted the trust the consumer placed in ServeCo when they invested in their service contract.ServeCo wants 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. Our escalation resolutions department has taken a deeper look at the technicians report and feels that the damage does fall under the scope of coverage written in the service contract purchased by the consumer. ServeCo has moved forward with opening a service order and assigning a new technician company who looked at the photos and confirmed they are confident in the repair.

  ServeCo has contacted the consumer and reviewed these details, the consumer is aware the service technician will be contacting them to set up a repair service call. 

  Customer Answer

  Date: 02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. 
  I was contacted by a wonderful **** ****** She took time to explain the steps taken to look further into my claim. This wasnt a quick fix effort. They reviewed the call, the photos, the frame, my explanation and made sure to engage multiple experts. I truly appreciate the effort. The assessor I spoke to previously even took the step to apologize as she is new and was only trying to support the determination based on the information she had. She did offer to send me to the escalation team when we spoke but I was not emotionally prepared to possibly hear a denial again. I am thankful for all the work behind the scenes and the time take to make sure that, even after providing the solution to my husband, they took the time to call me and assure me the will repair the sofa. 
  Thank you ServeCo. 

  
  Sincerely,
  
  ******* & ***********************

  Customer Answer

  Date: 06/14/2024

   
  Complaint: ********
  
  I am rejecting this response because: This is a continuation of complaint ********. After filing the original complaint (couch broken, warranty not covering fix because they claimed I broke it), I received a phone call from the rep within a few days with an apology for the accusation and a plan to have another tech come out and look at the couch again. The tech took his time and inspected the couch. He realized the defect was there was never a middle leg installed (piece missing) on the couch which resulted in the couch sinking and frame bowing/breaking. He took plenty of pictures and mentioned it would probably be cheaper to replace than fix because the couch would need to be sent to a factory to be repaired. We were told he would submit his findings and expect a call. We got the call a few weeks later and they said they would pay the cost of the warranty (139 - this is a $900 couch) only because the couch never included a middle leg - see photos!!!. The tech showed me clearly there is a drilled hole in the middle of cloth and wood at the base of the couch where a leg should be. It is a long leather couch. I originally thought the others may have had extenuating circumstances when dealing with ServeCo or maybe I just had the best **** ********** But this has proven to be one of the worst experiences I have ever had working with a warranty.
  
  Sincerely,
  
  ******* & ***********************

  

  Business Response

  Date: 06/17/2024

  Serveco dispatched two separate service technician companies on behalf of the consumer Service Request with the intention of facilitating a repair. Both service technicians cited major frame damage, broken frame at all joints and crossbeams. Such extensive damage typically results from prolonged usage rather than a singular incident.
  The consumer received the furniture in May 2021, and structural issues generally manifest within the first year of ownership and the consumer has had their furniture for 3 years now. The consumer is provided with a copy of the Agreement Terms at the time of purchase. In accordance to bullet 7.5.4 it states The build-up of stains, oil or damage that accumulates gradually over time from repeated use rather than from a specific occurrence. This includes, but is not limited to, stains from perspiration, hair oil, or body oil.
  Under normal circumstances, ServeCo would not proceed with this Service Request due to the extensive accumulated damage described. However,recognizing the consumer's situation, we offered to refund the Service Contract as a gesture of goodwill. We remain committed to honoring this offer should the consumer wish to proceed accordingly.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21349469
  
  I am rejecting this response because: the second service technician clearly stated the couch was defective. ****** (not *********) also noted that the first assessment (prolonged use) was incorrect and so did the second technician because the couch is in pristine condition. See photos - because we rarely use the couch. My husband (160lbs) is the only one who sits on the couch with the occasional guests at Thanksgiving. I do not have regular guests at my house. Furthermore I have grown children and I can firmly say they have sat on the couch less than 10 times in a year. They stay in their rooms. I use the recliner (bought at the same time) and you can see the difference in regular use. Please provide the reports submitted as well as the second technicians name (I will find his info)who took a lot of time explaining the defect and let us know he would be submitting the report and we should be refunded for the couch or they would need to pick up the couch and fix it because it could not be repaired in our home. Now I will be reaching out to the news station because this is an outright lie.
  
  Sincerely,
  
  ******* & ***********************

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ******* & ***********************

  

  Business Response

  Date: 06/25/2024

  Better Business Bureau:

  We have reviewed the response made by the business in reference to complaint ID .******** and find that Mediation is necessary.

  Regards,

  ServeCo

• Initial Complaint

  Date:02/23/2024

  Type:Order 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 paid $275 for an extended 5 year warranty during purchase of my leather furniture in June of 2021. My main purpose in purchasing it was because I have a pet. This warranty is supposed to cover pet damage as long as it's not anything extensive, which it wasn't. They denied my claim stating that I hadn't submitted in a timely manner which they say is 30 days in which the damage occurred. Well, I can't follow my cat around 24/7 and make notes on my calendar as to what day she actually scratched it, so that in itself is ridiculous. They denied it on those grounds. I don't think that is fair and not only that, the discoloration that has occurred in the past few months is certainly not something that should happen with leather that isn't even 3 years old yet. I also submitted pictures of that which they also denied with the same excuse. Seems to me like a money making racket. I paid for the warranty and can't use it.

  

  Business Response

  Date: 02/27/2024

  We regret that the consumer feels dissatisfied with their experience regarding our service contract. At the time of purchase, each consumer is provided with a copy of the service contract, which outlines specific Terms and Conditions,Requirements for service, and coverage details.
  

  On the front page of the service contract, prominently highlighted in bold, are the "Requirements for ******************** This section stipulates that any stain or damage must be reported to SCS within thirty (30) days of its occurrence, with notification to SCS via phone at **************. Additionally,the "What is not covered" section clearly specifies that any accumulation of stains or damage resulting from repeated use, including perspiration, hair, and body oil, is excluded from coverage.
  

  Furthermore,regarding the reported color loss in the leather, it's important to note that such issues are explicitly addressed in the "What is Not Covered"section, which includes provisions for fading, color loss, or color change.These are conditions that cannot be attributed to a single isolated incident.Attached is a copy of the service contract purchased by the consumer for reference.
  

  Despite the consumer's reported concerns, their service contract remains intact, and we remain committed to honoring the terms of the agreement, provided that the reported issue falls within the coverage parameters outlined therein.
  

  We appreciate the consumer's feedback and remain dedicated to ensuring their satisfaction within the scope of our contractual obligations.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21338636
  
  I am rejecting this response because: Regardless of your adamant excuse that the consumer is NEVER right in any of the situations because of "accumulated damage", it appears that you don't honor any of your warranties according to the awful reviews I've read.  Mine is no exception.  Again......I don't follow my cat around to see what day she puts her marks on the sofa so how could I possibly give an exact date within 30 days of damage?  The same goes for the discoloration.  That should have never happened to begin with.  The sofa is only 3 years old.  I do not accept this response because ****** will again use the same excuse not to address the issue at hand.  Why should I even expect that they will?  They haven't covered numerous other claims and apparently are only in the business of taking money and not honoring the warranty.  I want my FULL $275 back because I am NOT SATISFIED with this "product".  PERIOD. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/04/2024

  We are disappointed that the consumer has chosen not to maintain their service contract for future furniture requests covered under its terms, including issues such as breakage of frames, panels, springs, mechanisms, and more.Despite this decision, ServeCo remains committed to providing assistance.
  

  As a resolution, ServeCo is prepared to offer a payout of $150.00. Should the consumer accept this offer, we will expedite the processing of a check, which they can expect to receive within 10 days.
  

  We hope this solution addresses the consumers concerns and demonstrates our commitment to customer satisfaction.

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 21338636
  
  I am rejecting this response because:  In reading a majority of the reviews for ServeCo, it's quite apparent that they are not committed to resolving any warranty issues.  I don't expect that they will in the future either.  I feel it's only fair to at least refund a larger portion of the original cost of the warranty.  I will accept $200 of the $275 that I originally paid.  I have not been satisfied with the warranty coverage and I feel I should at least get this much in order to find another warranty company to cover this furniture.  I would expect if ServeCo really cares about it's customers they would do a better job in honoring their warranties.  All anyone would have to do is read the huge amount of bad reviews.  I honestly don't know how they ever managed to get an A+ rating. 
  
  Sincerely,
  
  *********************