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:02/20/2024

  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 flex steel recliner with a lifetime warranty on the wood frame of the chair. In September 2023 - I contacted ****** to come and fix the chair. I filed my claim with pictures of the broken wood frame and paid Servco $430 for estimated parts and labor. $175 of that was for the technician to come out and fix the chair. One Month later a technician came out to fix the chair and said that ****** had not sent me the appropriate parts to fix the chair. The only thing ****** had sent was a metal piece that went in the chair. They did not send the wood or the stuffing needed to fix the chair. Since this time I have called Servco every two weeks and cannot get anyone to call me back. Today is February February 20, 2024 and I am unable to get my chair fixed and I am out $430 for parts and labor that were never performed. I believe this is classified as fraud. I have paid for a service and I have not received the service. The company claims every time that I call that they are reviewing my claim. The last time I called I asked them to refund my money and they said they could not do that. This is not an honest company. My chair is still broken and I am out $420.

  

  Business Response

  Date: 02/21/2024

  We regret the less than exceptional experience the consumer has expressed. The service technician dispatched did not include all of the details in the tech report causing the consumer to not receive all parts needed for repair. Despite our efforts to reach out to the technician for further clarification, obtaining a response has proven challenging thus far.

  ServeCo has called and conversed with the consumer, who expressed a desire to swiftly conclude the claim process. During the conversation, we extended the option of refunding the $375.00 or offered to explore potential repair solutions using a different technician company. Despite expressing gratitude for the offer, the consumer indicated a preference for a refund due to the prolonged duration of the issue.

  Consequently, I will initiate the process for issuing a refund and informed the consumer she will be receiving it within the next 10 days. 

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My claim filed on 8/12 regarding stains on my couch is still not resolved by Serveco. Timeline below 8/12 Filed claim. Cat accident on couch stained couch decking. Stains covered by protection plan 8/30 1st contractor said stain couldnt be cleaned. I relayed info to Serveco 9/21 2nd contractor ********************** said they don't clean decking and refused work ********/26 10/2 Followed up multiple times with Serveco. 10/2 Told my claim was under management review and that I would be contacted next day 10/3 not contacted 10/5 Called Serveco again. Was told they were going to send ******* Steamer again 10/16 3rd attempt - ******* Steamer employee also stated they dont clean decking. Attempted cleaning but stains weren't removed. Noted on work ticket 10/16 Called Serveco and said the stains werent resolved. Was told Serveco would follow up 10/24 Called again. Serveco requested pictures. Emailed pictures of stains on couch decking and copy of work ticket from ******* steamers 11/2 asked about claim status after submitting updated pic of stain on 10/24. They said the pictures were under review and would get back to me 12/13 asked AGAIN about next steps. Serveco requested pictures because they didn't have the ones I sent on 10/24 12/13 Received email from *********************** requesting pictures. Replied with copies of TWO emails I already sent with pictures 12/28 FINALLY heard back from serveco regarding replacement parts for couch 1/15 Received only some of needed replacement parts. Waited for 30 min of hold for customer service rep with no answer 1/16 Waited on hold for 30 min for customer rep with no answer 1/16 Emailed ********************** replacement parts were missing 1/16 Serveco replied parts would be shipped out 1/18 1/28 Emailed parts from 1/18 hadnt arrived 2/17 additional parts still havent arrived and no word from Serveco

  

  Business Response

  Date: 02/21/2024

  We have investigated the consumer's claim and can confirm that ServeCo ordered the necessary parts through ******** to address the reported issue. The tracking number for the parts is ************, and according to ***** records, the package was successfully delivered on 1/9/2024,being left at the front door. We have attached a photo for your reference.
  

  The specific parts approved for ordering were the deck sewn along with the front rail, and we can confirm that these are the items that have been ordered and delivered. ServeCo has tried to contact the consumer to schedule the service call required for the installation of these parts.Unfortunately, we were unable to reach the consumer directly and had to leave a voicemail.
  

  We remain committed to resolving this matter promptly and ensuring the consumer's satisfaction with our service. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21317315
  
  I am rejecting this response because:

  Serveco has not sent all the parts. Serveco sent two parts received on 1/9. On 1/16 I informed Serveco there are additional parts needed. 

  I stated in the enclosed email that a total of four-(4) parts need to be shipped to complete the job
  

  (1) the dust cover - the dust cover is stapled to the underside of the couch with many staples. there's no way that dust cover will be reusable after the technician removes all the staples to access decking from underneath the couch.

  (2) the stained decking fabric (this is on hand)

  (3) decking cushion (this is on hand)

  (4) there's a black piece that runs underneath the length of decking and is attached to the decking fabric. (this also hasn't been provided)

  I am not satisfied with scheduling a technician who could start working on the couch only to leave it in worse condition (reinstalling a torn up dust cover) or can't complete the job because there are parts missing.

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

  

  Business Response

  Date: 03/04/2024

  The remaining component required for the repair is the dust cover, which our service technician has stocked on their truck and will bring along for the repair. ServeCo will have a service advisor contact the consumer and set up the service order. 

• Initial Complaint

  Date:02/14/2024

  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 the ServeCo 5 year protection plan from Lazy Boy on 4/24/2021. We purchased the ****** sectional. We have lost 2 buttons off of the exact SAME back cushion, and within Weeks of each other. First incident beginning of December 2023 and the second incident end of December.I filed the Service Request with ServCo on 1/5/2024. Request# ******.I received a response after numerous attempts to seek resolution on 1/22/2024. I was advised that the incident did not coincide with the "what is covered" section of the contract. Obviously there is an issue with that ONE cushion as we use this sofa daily, and none of the other buttons have come off.

  

  Business Response

  Date: 02/14/2024

  The consumer purchased a 5-year fabric protection plan; I have attached a copy of the service contract. The coverage under the subject line What is covered is as follows:Any food or drinks normally consumed by humans, human/pet bodily fluids, vomit,gel pen, highlighter, crayon, grass, grease, iodine, show polish, puncture, cut,tear or rip from a specific incident, any burn or heat **** from a cigarette or hot dinner plate.
  
  However, it's important to note that the service contract explicitly states in the "What is not covered" section that any stain or damage not explicitly listed in the "What is covered" section is not eligible for coverage.
  
  The consumer's reported issue, concerning the loss of 2 buttons in the tufting, unfortunately falls outside the scope of coverage specified in the service contract. Since this incident is not listed as a covered event, the claim was determined to be "Not Qualified." Nevertheless, if the consumer still possesses the detached buttons, ServeCo can arrange for a service technician to reattach them. ServeCo has attempted to reach out to the consumer to discuss this option but has yet to make contact and left a message instead.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21292160
  
  I am rejecting this response because:  There were 2 specific incidents which caused the buttons to come off.  The back cushion was not just sitting there by itself and the buttons  "fell off" on their own. 

  In both circumstances individuals were sitting on the back cushion.  When the got up, the button pulled off, this also cause tears in the fabric as you can see from my photos. 

  I have reached out to LAZY BOY service department and they also agree it should be covered under the protection plan. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 02/15/2024

  I have attached the photos submitted to ServeCo regarding the consumer's claim.Upon review, it is evident that there are no holes in the sofa; rather, the buttons are simply missing.

  Unfortunately, this issue does not fall within the coverage outlined in the service contract. ServeCo has attempted to bridge the gap between our decision based on the terms and conditions of the service contract and the consumers expectations by offering a courtesy repair by our local service technician to reattach the buttons that have fallen off.

  The service contract remains fully intact for any future covered issues the consumer may encounter.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21292160
  
  I am rejecting this response because:  I feel the "tearing off" of the button is considered a tear and covered damage.  AND there are small tears in the fabric which you can see close up.  I have requested that someone come out to look at it to make a determination IN PERSON and not just with photos.  My request was denied. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/11/2024

  ServeCo has attempted to bridge the gap between our decision based on the terms and conditions of the service contract and the consumers expectations by offering a courtesy repair by our local service technician to reattach the buttons that have fallen off. This offer has been extended in our past two correspondences; however, the consumer has not accepted the proposed repairs. Despite our willingness to rectify the issue through repair, the consumer has declined this option. Consequently, we find ourselves at an impasse and respectfully request that the Better Business Bureau considers closing this complaint.

• Initial Complaint

  Date:02/09/2024

  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.

  On 1/5/2021 I purchased a warranty for furniture. On 1/15/2024 I submitted a request for service, and I followed the procedure and submitted all the necessary documentation and received confirmation that it was received, and I would hear back in 48 hours. When I did not hear back from them, I contacted them on 1/23/2024. They stated they had all they needed, and my service request was assigned to ****, and I would receive a call back by 1/25/2024. I never got a call. On 1/25.2024 I received another email requesting I submit the documentation already submitted on 1/15/2024. I contacted them on 1/25/2024 and they stated that my file was not complete, and I needed to resubmit, so I resubmitted yet again. I contacted them on 1/26/2024 and they confirmed they had what they needed, and someone would be in touch. Today, 2/9/2024 I received another email requesting the same information submitted on 1/15/2024 and 1/25/2024. I called today and spoke to ***** who stated my file was not complete and that I needed to resubmit again. They are scammers and continue to give me the run around.

  

  Business Response

  Date: 02/13/2024

  Initially, the consumer submitted what they believed to be the appropriate documentation in the form of a picture of the cleaning kit. Our management team engaged with the consumer to ensure clarity regarding the required documentation, which is a copy of the terms and agreement provided to the consumer at the time of purchase.Upon receiving the correct documentation, we were able to swiftly progress with their claim.
  
  Regarding the reported issues with the furniture, namely the stain on the ottoman and the broken zipper on a sofa cushion, we provided clear communication to the consumer regarding the coverage outlined in their service contract. While the broken zipper falls outside the coverage parameters, we have committed to addressing the stain concern on the ottoman.
  
  A service order has been initiated, and our dedicated ServeCo technician will be contacting the consumer within the next 48 hours to schedule a service appointment at their convenience.
  
  We remain fully committed to ensuring customer satisfaction and appreciate the consumer's patience and cooperation throughout this process.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought leather recliner in 2021 and bought a 10 year protection plan at the furniture store which is ServeCo. There was spots on the arms and when I submitted all documents to them at the time I didnt state they were caused by our dog so they (which was caused by the dog sneezing which pet bodily fluids are cover under the warranty) denied my claim by email. I called and told them I made a mistake not stating that the spots were caused by the dog and they still said I was denied after telling them my husband told me the spots were were from the dog. I asked if I can redo the claim and she said no.

  

  Business Response

  Date: 02/09/2024

  We understand the dissatisfaction expressed by the consumer regarding their service contract experience. At the time of purchase, customers 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 clearly specifies that any unknown stains or damage are excluded from coverage.
  
  In the case described, the damage description provided"Dont know what it is, its dots"falls under this category 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 claims process. Altering details after review would undermine this consistency and could set an unfavorable precedent.
  
  Regarding the consumer's assertion that the dots are due to the dog sneezing, while this falls outside the coverage outlined in the contract, as a goodwill gesture,ServeCo is willing to provide a leather cleaner to assist in removing any stains caused by the dog sneezing. We remain committed to resolving issues in accordance with our policies while also striving to address customer concerns in a fair and reasonable manner.

  Customer Answer

  Date: 02/11/2024

  ServeCo states they will give us leather cleaner to clean the Pet Bodily Fluid under what is covered on the contract. What will they do for me when or if that does not work? Can you please ask them that.

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

  

  Business Response

  Date: 02/13/2024

  ServeCo is extending a gesture of goodwill by providing a leather cleaner as a courtesy. Initially,when the claim was submitted, the damage/stains were reported as unknown. However,the consumer reached out after the claim was closed and advised the stains came from the family dog sneezing, we anticipate that it should be easily removable with the leather cleaner provided. ServeCo remains committed to reaching a fair resolution for the consumer while also adhering to the terms outlined in the service contract.

  Customer Answer

  Date: 02/13/2024

  I will take the leather cleaner but if for some reason this does not fix the spots i want further action from ServeCo. I told them after they closed my case that I  found out from my husband what the spots were. You cant make a mistake with ServeCo. They will hold it over you to get out of fixing your item. 
  ********************;

  

  Business Response

  Date: 02/27/2024

  ServeCo has proposed sending a cleaner as a gesture towards resolving the service request.Initially, the spots were reported as unknown, and it's important to maintain the accuracy of the claim details in adherence to our service protocols and contractual obligations. Upon the consumer's follow-up call indicating the spots were attributed to the dog sneezing, we are prepared to address this accordingly with the provided cleaner. When you zoom in on the photos submitted it does not look like spots from the dog sneezing but rather indicative of possible leather peeling which is not something the service contract extends services for. While ServeCo is committed to providing a courtesy leather cleaner, we will not be able to offer additional service beyond this point.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have photos of the purchase receipt and photos of the protection plan qualifications, though I am unable to resize the *** to make it less than the required 5 MB. The purchased "protection plan" is on a kitchen table that I bought in 2021 (table AND 5-year plan). My kitchen table acquired some damage that was done by my two children and appeared to meet the qualifications within the protection plan. I submitted the request for a repair of the damages (a few scratches and markings from kids' toys) within the desired time frame requested by ServeCo (30 days). They denied the request telling me it didn't fall within their policy, yet what I'm seeing/reading says it does appear to fall within their policy. This company appears to be trying their absolute hardest to not cover/repair within the realm of their own policy, which is exceptionally frustrating when the furniture store assured me this was a "great policy" particularly for "someone with young kids." Ideally, I'd still like a repair of my kitchen tabletop, but if that is not possible, I'd prefer a refund since this "protection plan" falsely advertised what it covers, and I am still well within the 5-year plan.

  

  Business Response

  Date: 02/08/2024

  We regret that the consumer feels as though their experience has not met the expectations they had when they purchased this service contract. I reviewed the claim and identified scratches across the tabletop and a stain caused by a black sharpie. Understanding the scratches resulted from the consumers kids utilizing the table while they played with toys would be something covered under the service contract purchased. However, it's important to note that the stain caused by the Sharpie does not fall under the specific incidents covered by the service contract. While the contract specifies coverage for gel pen, crayon, and highlighter stains, Sharpie stains are not included in the coverage. As outlined in the "What's not covered" section, any stains or damages not explicitly listed under the section titled "What is covered" are excluded from coverage.
  
  Since the time the consumer purchased the service contract Kitchen Tables and More (the retail store in which the consumer purchased the furniture/service contract) has ceased selling ServeCo contracts. Per the terms outlined in the service contract under Service Procedures the 6th bullet down it 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 has stopped selling new furniture since your purchase, you may be refunded the purchase price of this plan.
  
  In accordance with the consumers request, we will proceed with issuing a refund of the service contract in the amount of $119.95. We hope this resolution meets the consumers expectations.

• Initial Complaint

  Date:02/05/2024

  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.

  Was upsold on the serveco protection plan at a furniture store. Had an issue with an article of furniture after two years into a ten year contract. Called the store and they submitted a claim on my behalf. They promised that it covered anything and everything and even specifically said it covered water damage on electronics. When they submitted my claim they told me the qiuckest way to get the part was to claim it had a glass of water spilled on it. After over two months of no communication from serveco i left a review on the furniture store website. Less than 12 hours later I received an email that my claim had been denied due to water damage not being covered. They are selling their product without the buyers ever gettin their terms.

  

  Business Response

  Date: 02/06/2024

  The service contract purchased by the consumer was the Adjustable Base 10 Year Protection Plan. This particular service contract is an extension of the manufacturing warranty. Listed under What Is covered it reads This Protection Plan provides service for certain mechanical and structural breakdowns as described in the What Is Covered section of this protection plan.Number 4. in this section states Failure of integral electrical components including wiring, motors, and remote-control devices.
  

  In cases where a consumer reports an issue such as a malfunctioning remote due to a manufacturer's defect, the claim would typically proceed with part ordering for a new remote. However, when the reported issue involves water damage due to an accident, which falls outside the scope of coverage for consumer-caused damages as opposed to manufacturer defects, it is categorized as non-coverage.
  

  We understand how this distinction can be confusing for consumers, and we want to reaffirm our appreciation for the trust the consumer has placed in ServeCo by purchasing their service contract. In light of this,ServeCo has taken the proactive step of ordering the remote for the consumer.
  

  We have attempted to reach out to the consumer to provide this update, but unfortunately, we were unable to connect and had to leave a message. Once we have an ETA on the part we will follow up with the consumer. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21251310
  
  I am rejecting this response because: i submitted this complaint not to get the part i was denied but to bring to light the fact that at least thirty different forums said that the only way to get serveco to actually accept a claim was to file a complaint with the BBB. They are pushing sales personnel to offer this and promising an anything covered plan. Never was offered terms of the contract nor did i have to sign anything stating what was covered and what wasnt. They are pushing this as an in house protection plan when it isnt. And if you actually read the terms which you are only provided when filing a claim. They clearly dont cover anything beyond the factory warranty. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/08/2024

  ServeCo regrets that we were unable to achieve a resolution that surpasses your expectations.The service contract you purchased serves as an extension of the manufacturer's warranty, and unfortunately, the reported issue did not align with the terms and conditions outlined within the contract.
  
  We acknowledge your disinterest in receiving the remote control; however, we have proceeded with shipping it out to you in the hopes that you will consider this as a resolution to your claim. Upon receiving the remote, if you require any assistance with installation or pairing, please do not hesitate to reach out to ServeCo.

• Initial Complaint

  Date:02/02/2024

  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.

  This has been an ongoing claim discussion that was initially filed on 9/23/2023. We had a cat that had an accident on my power chair and a half. I immediately put a warranty claim in for the fabric issue, as there was a large stain that covered most of the seat of the chair. The technician came out 8 days after to do a cleaning. We noticed another stain shortly after on 10/28/23. After another warranty claim, the technician came out again to do another cleaning. He stated that a cleaning would never fully fix the issue, but a full fabric replacement would. So after he cleaned the chair on 10/28/23, another accident occurred on 11/1/23 and I put in another warranty claim. They told me when I spoke to customer service that this was excessive, preventable, and began to threaten that they would deny all coverage from here on out. Now November/beginning of December 2023I called ServeCo to figure out where we were with the claim. I talked to the same woman as before to and she firmly told me that a panel of people had denied my claim many weeks agomuch to my surprise! I had not heard anything; however, she told me that she left me 2 voicemails on 2 different days. Incorrect ; I checked. It then ended her telling me that I would have to go back to ******** regarding any more issues I had, because they at ServeCo could not help me anymore. I told her I wanted my money back for the fabric warranty that I was unable to use due to this denied claim. She told me to take it up with my local ******** store. It is 4 months later and still no solution ; even though ironically ServeCo says they will now settle with a professional cleaning, they denied that option in original conversation. How frustrating and unprofessional. The reason this stain became "excessive" is because it was not properly taken care of by ServeCo to begin with. That's why it was not "preventable" (in their words). Now I'm in a waiting and holding pattern, and have been for the past 4 months.

  

  Business Response

  Date: 02/05/2024

  Under the service contract the consumer purchased, accidental stains created by pet urine are eligible for service under the Terms and Conditions. However, also included in the contract is the disclaimer that repetitive animal damagers are considered preventable occurrences and will not be eligible for service. After the consumer applied their contract for a repetitive incident for the 3rd time within 35 days, we politely informed them that their circumstances no longer qualified as accidental and that ServeCo would provide a comprehensive cleaning of their furniture at no cost as a courtesy. Regrettably,we acknowledge that our goodwill gesture did not meet desired expectations, and we're sorry to hear about the dissatisfaction reflected in this review. Our intention has always been to provide excellent service, and we genuinely value the consumers business. We sincerely hope they reconsider their relationship with ServeCo. Our offer for a complimentary comprehensive cleaning stands, and we are committed to resolving this matter to reasonable satisfaction. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21239714
  
  I am rejecting this response because:

  Once again, I ask you to notice ServeCo's false responses. They state that the pet urine is no longer accidental after a certain time, but make no reference to the actual "disclaimer" in the contact. I'd like to see that as proof for what they are claiming to be true. Also, the occurrences of accidents from my animals, in my opinion,were due to the lack of Profesional cleaning from ServeCo and their contracted people who did not throughly treat and clean the stain accordingly. Of course you would expect a possibility of another accident if the ServeCo technician is literally at my home for **** minutes to treat my furniture (no over exaggeration) and did not fully remove the stain and urine enzymes appropriately. I followed every procedural rule in regards to reporting a claim as soon as an accident and new stain was detected. Likewise, the false response to the "goodwill gesture" to offer me a professional cleaning?? When?? I had to call ServeCo after not hearing for a month only to find out that they denied my fabric warranty claim (which I was told was in the process of reaching out to ******** to find a direct fabric match and then was left wondering what was next) and then told me that they would not offer Stanly Steamer to come out after the fabric replacement match was denied. I'm confused about the whole "professional cleaner" and "goodwill gesture" to which ServeCo is claiming to offer. If they knew that a professional cleaning was needed and was the best option, then why did I not receive that the first time, or even the second time around ; but rather was sent someone from Tri -County Furniture services who spent **** minutes in my home and had me sign a piece of notebook paper as a receipt?? That doesn't seem to me as the most professional route to remove and treat my stain. Also,they informed me that I could not receive any refund for my services and would have to go talk to my local store.....some "goodwill gesture!!" And I was you that told by my local store that the only thing that ServeCo would settle on was they would offer the cleaning, but not as complimentary, but rather I would have to pay for half of this "professional cleaning" (sounds like a wonderful "goodwill gesture", huh??) ServeCo continues to lie, falsifiy their words and twist mine, and it's not ok...it's just not! 

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

  

  Business Response

  Date: 02/06/2024

  The consumer contacted ServeCo on Nov 16, 2023, on that call ServeCo advised we will be sending a ******* Steamer out to do an overall cleaning for the piece as the consumer continues to call in stains. The consumer indicated he was under the impression and/or would rather have replacement parts ordered for the chair. The service advisor stated she would investigate this inquiry for the consumer. The service adviser let the consumer know she would check availability but could not promise anything and the consumer stated he was just thankful for her looking into this for him. The claim was reviewed,and an additional overall cleaning was approved as the option to resolve and close the claim as this claim was considered not covered to begin with based off the terms and conditions outlined in the service contract pertaining to repetitive pet damage. I have attached a copy of the service contract purchased by the consumer and circled the area in the contract where it outlines the exclusion of repetitive pet damage.

  The claim went as follows: the consumer first called in for a urine stain, the consumer reported they attempted to clean but instead it left the seat feeling sticky and a bad odor. We sent a tech out to clean (The tech reported the stain isnt even visible but cleaned anyway) The consumer called back stating the cats urinated again before it could even dry from the cleaning,so ServeCo sent another tech out as courtesy to clean it again. The consumer called once more and said the cats continue to urinate because they are attracted to the seat core. (Seat cores are not covered under the service contract, only fabric.)  Also want to note there were multiple other urine stains on the seat and footrest that were never reported by the consumer at the time of cleaning. The service technician reported the additional stains upon his visit.

  Regarding the misunderstanding about cost-sharing, I want to clarify that our email to the store was intended to discuss sharing the costs on our end with the store, not with the consumer and that is what our email outlined to the store. We apologize for any confusion.

  Despite the challenges, we are committed to resolving this matter to the consumers reasonable satisfaction. Our offer for a complimentary comprehensive cleaning still stands.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21239714
  
  I am rejecting this response because:

  I feel as there are still many inaccuracies in this report ; however, I'm no longer willing to continue to go around playing the "he said /she said" version of this claim game any longer. I do thank and appreciate ServeCo for showing and stating in contract form regarding repetitive pet damage. Although this is made known in contract form, I believe that I might have a rare instance that might not be so black and white as it pertains to other claims. Firstly, my diligence and timeliness to call and file claims were correct and accurate. I believed that I was holding up to my end of the contact which I was paying for (see attached document). Also, this instance does not speak to the conversation, and lack of help, guidance, respect, and further communication that I received from ServeCo after speaking with the associate regarding my claim issue. There was never a complementary cleaning from ******* Steamer offered at the end of it all, let me be clear. I asked for that option and I was denied and was told that my claim had been decided by a "panel"--news that I had never heard because I had to call ServeCo to find out all the information about my so called denied claim. And to be clear once again, I was never offered a complimentary ******* Steamer cleaning until now. That said, I would like to please take ServeCo up on this "goodwill gesture" and utilize this cleaning. Please contact me with information on how to get this completed. 

  I also would like to ask ServeCo to refund the money to which I paid into for stain and pet protection. (See attached). Obviously, this has not been a service that I have been on the receiving end of. And as I've mentioned in the past, this has been over a 4 month time span that has been absolutely absurd. ServeCo mentioned that I was in the works in hopes to receive new parts (ie: fabric, etc) for my chair ; parts that ServeCo apparently does not warranty. This refund will help get me started in finding a way to pay for this service with someone else ; and hopefully not over a 4 month span. 
  

  Those are my request as I see fit. I hope we can move on and forward with this in hopes that I can restore my favorite chair. Honestly, that is all I want to do is to restore my chair that has been limited access for a long time to usable again, and have the opportunity to allow company to use it as well. Thank you for your consideration and taking time to acknowledge all the issues said now and before. 

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

• Initial Complaint

  Date:02/01/2024

  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.

  We paid for a contract for Serveco repair for recently purchased furniture from LazyBoy. One claim was rightfully denied according to the contract. Additional claims were related to two SPECIFIC incidents on a different table (we have two of the same one) and Serveco is denying their responsibility to perform repair service as per their contract with us. I have dates, times, specifics of the incidents and pictures of all the damage and the related damages. There is no reason to deny this claim. I will also be filing a complaint with LazYboy for misleading us into purchasing this contract and refusal to cooperate in getting the repair compensation we are ***********.

  

  Business Response

  Date: 02/08/2024

  
  I see 7 different claims submitted; two of which are ************* that are listed under the status authorized for replacement on the side tables. Can you please advise if there are any other pieces that are supposed to be reviewed for service? 

  Customer Answer

  Date: 02/09/2024

  As far as Ive heard, only 1 of 2 tables has been approved for replacement. When I check on SR407157, I was promised a response in 48 hours and the request seems to have disappeared into the abyss. Kindly tell the organization they need to contact me to let me know. Communication is pretty foundational in these situations. Kindly keep this complaint open until I am made aware by the business or receive confirmation that both tables will be replaced. The lack of response from ServeCo in communicating with clients is horrendous. 

  

  Business Response

  Date: 02/09/2024

  I have verified that approval has been granted for the replacement of the two tables in question. The necessary documentation authorizing the replacement of both pieces has been promptly submitted to ******** for processing.

  Customer Answer

  Date: 02/09/2024

  Well it's fine that they SAY that but they have said A LOT to me all of which has been false information and lies.  As far as I know and have record of, I only have one new table coming. I want clear confirmation from LaZBoy that TWO new tables are coming and confirmation from ServeCo (like the vanished service request number) that proves the claim was accepted. I do not trust ServeCo one bit given the great lengths I have had to go to in order to receive any communication from them. Their word means nothing unfortunately and they need to do better. Please provide a clear confirmation number and have someone from LaZBoy confirm this please. Your prompt cooperation is appreciated.

• Initial Complaint

  Date:01/25/2024

  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 hired Servco top repair a Flex steel power rocking chair. They contracted with Tri-County furniture and someone came out on December 13th and made repair. The rocker has stopped working and when I called Servco today they wish to charge me an additional $175 to come out and inspect it to see what the problem is now. I asked if they stood by their work and they told me that once marked completed, I had seven days to inform them of problems. Sub par work and definitely sub par customer service.

  

  Business Response

  Date: 01/26/2024

  ServeCo received a consumer inquiry concerning non-warranty services for furniture, as part of our specialized program designed for consumers who did not acquire a service contract. The consumer expressed interest in these non-warranty services, prompting our service adviser to provide a detailed explanation of the associated fees.
  

  In our investigation, we reviewed recorded phone calls and confirmed that the scripted information was indeed conveyed to the consumer. Additionally, we established that the consumer explicitly agreed to participate in the program after hearing the details outlined in the script.
  (Script below for reference.)
  

  **PLEASE NOTE: Before we proceed, I would like to inform you; in order to complete any non-warranty services there is a $35 processing fee. That processing fee covers creating your account in our system, ordering any parts needed as well as locating and contacting a certified repair company in your area if needed. Parts and labor are not included. ** Also, Please note: If the manufacturer does advise parts are no longer available this is a non refundable fee**? Please see below:??
  

    #1- We can triage together and order parts up front directly from the manufacture. If there is a cost for the parts, that would be an out-of-pocket expense for the customer. Once these parts are in home if installation is needed, we will be more than happy to provide service.??
  

  #2- We can send out a technician to do an overall inspection on the piece if the technician is able to repair on the first visit the technician will proceed. If any parts need to be ordered I then submit the part order form to the manufacturer for the correct quote regarding the customer paid part. Once the parts are in home,we can then set up the installation service.??
  

  Please note each technician visit is a labor service fee outside the one-year manufacturer warranty.? The first visit in the home is $175.00. Any additional visit is $125.00 per hour.??
  

  The consumer accepted the terms and conditions of the program and promptly settled the initial invoice. Our service technician visited the consumer's residence,successfully identified the required part, and utilized a part from their service vehicle to rectify the issue without any additional cost to the consumer. Notably, ServeCo voluntarily covered the $29.99 expense for the part,demonstrating goodwill with no obligation to do so.
  

  The repair was completed on 12/13/2023, and it's important to highlight that, in accordance with our policy, there is no warranty provided for parts or repairs for consumers falling under the non-warranty category.

  Despite the resolution being achieved to the consumer's satisfaction, the consumer reached back out to ServeCo 1/25/2024 with concerns regarding the furniture. ServeCo is no longer able to provide service pertaining to the claim that was closed on 12/13/2023 as the consumer has 7 days to call in any unsuccessful repairs made by the service technician. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21200497
  
  I am rejecting this response because:

  While the initial repair was completed on 12/13/2023, it's important to state that, I do not recall, and do not believe anyone at Servco informed me that there was no warranty provided for parts or repairs for consumers falling under the non-warranty category. Furthermore, it is my sincere belief that ServCo ought to be ashamed of themselves for taking people's money to complete a repair and then not stand behind their work six weeks after they were paid to resolve the problem. I understand that American companies no longer care about their customers, I thought ServeCo was an exception because of their BBB rating and Yelp reviews. I guess not.

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

  

  Business Response

  Date: 01/30/2024

  ServeCo has contacted the consumer to inform them we will be sending a service technician to address the issue, but the consumer has refused. The consumer stated they want ServeCo to refund them the money for the service and they would like to hire their own service technician company.  

  ServeCo cannot provide a refund if we cannot establish if the issue is the same or a different issue. ServeCo is willing and able to repair the consumers item and if its confirmed to be the same issue, it would be at no charge.  

  There are multiple electronic parts that can cause the issue not necessarily the one we replaced as it did work, and customer was satisfied initially. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21200497
  
  I am rejecting this response because:

  After I was told once over the phone on or about 1/24/2024,  that there was nothing ServeCo North America could do for me past seven days from the initial repair and that they do not warranty their work beyond the 7 days. ServeCo informed me that if I wanted someone to come out and take another look, they would have to charge me a $175.00 charge to do so. My son then called Servo on or about 1/25/2024 and was told exactly the same thing. When my son asked whether or not they stand by their work, he was also told "not beyond the seven says following the initial repair" and that there would be an additional charge of $175.00 to send another technician out to assess the problem. I then filed a BBB complaint on or about 1/25/2024 and received a response from the business that essentially said the same thing (look it up). A Mr. ******** from ServeCo, contacted me by phone on 1/26/2024 and left a message. My son returned Mr. ********* call and spoke with ******************** on 1/26/2024 and explained the situation once more to him. Mr. ******* said he would have to speak with his superiors on Monday, 1/29/2024, and asked what resolution we desired. My son stated to Mr. ******* that as a result of being informed on THREE SEPARATE OCCASIONS (once in writing on the BBB response to my complaint) by ServeCo that they would not stand behind their initial repair work,  I decided to hire someone else to come out and assess the problem and repair the recliner. My son informed Mr. ******* that we would provide an invoice from the company I chose to repair the recliner so that he could see that we did, in fact, contact someone else to effect repair. My son stated to Mr. ******* that the resolution we sought at this juncture was a refund of the initial amount of money she paid ServeCo to repair the recliner, as obviously it was not repaired correctly to begin with and stopped working six weeks later. My son informed Mr. ******* that I no longer trusted ServeCo and asked him if he could blame her considering everything they had put her through? Mr. ******* did not respond to that question and instead reiterated he would get back to my son on Monday after he has had a chance to further review the matter. On 1/29/2024, Mr. ******* contacted my son and informed his that ServeCo was NOW WILLING (after a BBB complaint was filed) to send a technician out free of charge to assess the problem with the recliner. My son informed Mr. ******* that I had already contracted with another company to effect repair of the recliner, as I felt taken advantage of by ServeCo. My son asked about a refund and was told by Mr. ******* that he could not simply take our word the recliner was not working. My son again informed Mr. ******* that we would provide him with a copy of the invoice from the repair company she contracted with, following their repair visit which is scheduled for 1/31/2024, so that it was not necessary for him to take our word for it. He again reiterated that ServeCo was now willing to send out a technician free of charge. My son informed him once more, that solution was not acceptable to me. My son further asked Mr. ******* if he took his car to a mechanic with a broken transmission and the mechanic charged him a substantial amount of money to repair it, would he then take it to the same mechanic six weeks later when it stopped working and had been informed by the mechanic they would not warrant the initial repair he paid for? He again refused to answer the question and kept trying to talk over my son. At some point my son could see he was getting no where with Mr. ******* and terminated the call.

  As far as I am concerned, ServeCo North America is a lousy company who failed to stand by their workmanship on THREE SEPARATE OCCASSIONS, before I hired someone else to remedy the problem. It was only after filing a BBB complaint that anyone from ServeCo contacted me and offered a solution they SHOULD HAVE OFFERED IN THE FIRST PLACE, instead of giving a 77 year old woman the run around. The only acceptable solution I am willing to entertain is a full and complete refund of the initial price I paid to have my recliner repaired, and an apology for having to ensure the mistreatment I have had to endure from ServeCo personnel. Short of a full refund, I am content to let my negative review of ServeCo's lousy service stand so that potential customers know what an unscrupulous company ServeCo really is.
  
  Sincerely,
  
  ***************************