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: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.

  We purchased an adjustable bed **************** from Denver ******** here in *************** on February 16, 2019. Invoice # ***-10****** for a combined price of $1,669.17. We bought an extended warranty for the bed frame at that time also. Servco, is the warranty company that Denver ******** sent the cost of the extended warranty to is who received the $99.99. The invoice # for the extended warranty is ******. The frame broke the end of August 2023. ****** ******** sold us the extended warranty but we were told they cannot do anything for us. They collected the money for the extended warranty from us. They should check out businesses that they offer their services through more thoroughly. I recently read reviews about SAW & none were good & sounded like our problems. We have been trying to get this resolved since the very beginning of September. Many, many phone calls, amounting to many hours on the phone, very long hold times IF anyone answers the phone, emails, **************** have resulted in several appointments where they either cancel the night before or the day of. Servco subcontracts their repairs to a company named SAW. The part is ordered & sent to us then SAW calls to set up the appointment. We have received 2 motors over the past 5 1/2 months. The 1st one was wrong & the 2nd one is doubtful. We have had 6 or more no show appointments which is very frustrating to people who work. They keep making a lot of promises but do not follow through. We have health issues that require an elevated head section of the mattress without sliding down the mattress. I would really rather that Servco send a reliable repairman ( maybe from Denver ******** here in ***************) to do the job that would NOT cost us more money. Servco should pay them for the work.

  

  Business Response

  Date: 01/30/2024

  ServeCo sincerely apologizes for any inconvenience the consumer has encountered in the course of the claim.In response to the consumers feedback, we have taken immediate action by replacing the initially assigned service technician. The newly assigned service technician ****** is confident in their ability to schedule the consumers service within a reasonable timeframe and is committed to ensuring the installation of the required part to resolve the issue to the consumers satisfaction.
  

  Our team has attempted to contact the consumer and provide an update. Unfortunately, we were only able to leave a message. Please be assured that our service technician will reach out to the consumer within the next 48 hours to discuss scheduling a date for installation.We appreciate the consumers understanding and patience as we work to address this matter promptly. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21195144
  
  I am rejecting this response because: We do not trust Servco to get a technician to show up for the repair since we have gone through this so very many times. The time spent on the phone, the technicians setting up many appointments & not show up or cancels at the end of the time frame that they were supposed to be here & we have been dealing with ****** & SAW for over 5 months now. We have both taken off work for technicians that did not show up for the appointment & stayed home all day waiting for no show technicians. We purchased this style bed frame for health reasons & we have been unable to benefit from our purchase for all these months by both Servco & SAW. We want our money refunded for the bed frame & the warranty from Servco & we will purchase our own. We are very frustrated with BOTH Servco & SAW with how we have been treated during this whole ordeal. We are asking for a total of $800 compensation. Servco sold us the warranty, SAW was contracted by Servco to do the repair. Both companies are at fault.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/06/2024

  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 theyve encountered but also restores their confidence in our services.
  
  Please be advised that ServeCo dispatched a part during the initial visit after consulting with the consumer to determine the necessary component. Our process relies on the information provided during the claim intake to ascertain the required part. In cases where the part cannot be determined over the phone, a service technician is dispatched to inspect and determine the appropriate resolution. While we strive for accurate triage to avoid subsequent visits,occasionally, we may initially order a part that we believe addresses the consumer's issue, only to find that a different part is needed, as was the case here.
  
  The correct part for the adjustable base has been ordered and has since been confirmed to have been received by the consumer. ServeCo arranged for a different service technician company to install the part and can confirm that the consumer has scheduled the installation for February 16th.
  
  That is the solution ServeCo can offer as a resolution. We would not refund the consumer what they paid for their adjustable base as we are the service warranty company, if the consumer would like a refund of their service contract, we can assist with facilitating that but as of right now the consumer is confirmed and scheduled for 2/16/2024. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21195144
  
  I am rejecting this response because:  Servco is rather confused as to the facts regarding my complaint. Servco did NOT consult with us regarding the part needed for our bed. It was all done by email & pictures. We could not initially get hold of anyone by phone. Long hold times IF anyone would eventually answer. Lots of promises but no one followed thru on those promises. The only service technician to come out was November 13. After my husband & I have both taken off work to be here for no show technician. That tecnhnician was a spiteful destructive person. I could not help him remove the mattress. we were not sure anyone would show up again after so many appointments that were no shows. We have had so many appointments for a technician to come out that we don't trust ****** to follow thru. We prefer to be compensated for our time, loss of income, inconvenience & we will find our own repairman. We have been dealing with ****** & their technicians since the beginning of September. Furthermore, we DO NOT have an appointment for 2/16. This was news to us. We just want to be done with incompetent businesses.

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

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a leather love seat and sectional from Lazy Boy on 9/29/2019. I reported a tear on ************* console where you can see the thread and the foam showing on 1/5/24. I also reported photos. The response was Thank you for providing the information that was necessary for us to evaluate your service eligibility as defined by the Terms and Conditions contained withinyour service contract. Our assessment of the damage iis that it does not coincide with covered items detailed in the itemized list of "What is Covered" contained therein. I reviewed what is covered, #** stated states puncture, cut, tear or rip from a specific incident is covered. I emailed them this info and ask could they please provide the specific reason why the claim was denied if the information provided says its covered. They never emailed back. I tried to call the number listed multiple times the phone would ring and hang up. Service request #I326243 invoice#*******SQMT

  

  Business Response

  Date: 01/23/2024

  The consumer purchased a ************************ contract, a comprehensive plan covering various accidental and power related damages. The consumer submitted a claim that described a tear on the leather console on the left side. We received photos of the damage submitted by the consumer and it was determined the seams have separated causing a hole/opening. Referring to the service contract purchased under What is not covered session Manufacturer Quality issues the 1st bullet lists Stress tear (tearing or ripping of upholstery within one-half inch of and parallel to the seam line), or fabric flaws.
  

  ServeCo diligently follows the terms and conditions outlined in the service contract.If the reported damage falls within the coverage parameters, ServeCo is committed to resolving the claim. However, in cases where the reported damage aligns with the "what is not covered" criteria, ServeCo is regrettably unable to proceed due to constraints imposed by our underwriters and the terms of the service contract. We remain dedicated to transparency and adherence to contractual obligations.
  

  I have attached photos of the seam separation for reference. 

• Initial Complaint

  Date:01/20/2024

  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 extra protection for my two leather couches from ******** furniture that I purchased on 4/8/2021. I was trying to file a claim about my furniture to the representive ****** at the ************ ** And she told me my claim was denied and so I wanted to speak to a Supervisor on duty she told me to hold on and I was placed on hold for 2 hours and 30 mins.

  

  Business Response

  Date: 01/23/2024

  The consumer purchased the ********** VIP Pet, a comprehensive plan covering various accidental and mechanical damages. The consumer submitted a claim that described the leather sofa front bottom corner (right side facing) is torn, the headrest will not stay raised up (left side facing) and the middle seat cushion ripped at the seam. When prompted as to what caused the damage the consumer stated she believesthe tear came from delivery (consumer received delivery in 2021) and the other 2 reported damages was unknown damage date and origin. The consumers contract outlines the procedures for requesting service on the front page, the fourth bullet down it states Any stain or damage must be reported to SCS within thirty (30) days of the date that the stain or damage occurred. Notify SCS by calling **************. Under What is not covered under General the fourth bullet down it states, any damages of unknown origin. A little further down under Manufacturer Quality issues under what is not covered the sixth bullet down it states, seam separation.
  

  ServeCo diligently follows the terms and conditions outlined in the service contract.If the reported damage falls within the coverage parameters, ServeCo is committed to resolving the claim. However, in cases where the reported damage aligns with the "what is not covered" criteria, ServeCo is regrettably unable to proceed due to constraints imposed by our underwriters and the terms of the service contract. We remain dedicated to transparency and adherence to contractual obligations.
  

  In an attempt to accommodate the consumer, we can look into the mechanical issue with the headrest. We attempted to contact the consumer but had to leave a voicemail. 

• Initial Complaint

  Date:01/19/2024

  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.

  Purchased ******** recliner 9-23-22 from a ******** store in ******* **********. Shortly after we began to have problems with the recliner portion that raises the feet. They sent a tech out and replaced that part. Not long after we had the same problem and also the material is ripping on both sides. The charging port is constantly hot measuring ***** degrees, and we are unable to use the chair for fear of a fire hazard. Also, the chair rocks in the recline position and the padding on one arm and footrest has disintegrated. On 12-18-23 reached out the store where we purchased it and they advised we were out of the new warranty, but we had purchased an extended 5-year warranty through Serveco North America. We have been trying to schedule a service call since 12-18-23. We have sent in the required photos, receipts, tags to them and they have yet to schedule a service call. They refuse to return phone calls to advise us when they will be fixing our chair. At the moment, it is not usable because it is a fire hazard.

  

  Business Response

  Date: 01/23/2024

  We have received visual documentation of the furniture; however, a crucial component needed to advance the claim is the invoice receipt, which we have yet to receive. ServeCo reached out to the consumer today and provided an email address for directly sending the required photo. Once the photo of the invoice receipt is received, we will promptly proceed with processing the claim,working towards a satisfactory resolution for the consumer.
  

  The consumer has been contacted today and is now informed about the current status of the claim. We appreciate the consumer's cooperation and understanding as we work diligently to move forward with their claim and provide a resolution in a timely manner.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an electric reclining loveseat from Kanes Furniture in **********, **, and we also purchased the extended warranty which was provided by ServCo. Our loveseat totally quit working about two years after purchase (however, we had only used it for one year). This happened in mid November of 2023, and one of the seats is stuck in the reclined position taking up much room. We contacted ****** and followed all procedures for filing a claim. They sent someone out to look at it, and the service person determined both motors had went out. He stated he would contact the manufacturer to order the parts and would be in contact. I called on 12/18/23 at 11:24 a.m. to follow up. The person stated they were still waiting on the parts to be ordered. I asked for this to be expedited since it had been a month and we had limited seating with this one seat reclined which takes up a lot of room in our living room. After no call or reply back, I called again on 12/29/23 at 11:46 a.m and spoke with ***. He said they were still waiting to hear from the manufacturer on parts availability. He stated the manufacturer was closed for the holidays, but that someone would be calling me the first week of January with an answer.Today it is 1/18/24, and I have not heard anything from them. We have not had our love seat to sit on for two months now. I have followed up each time with this company only to be told they are waiting to hear from the manufacturer. They are not following up with me. We paid $99 for this extended warranty for what? They are non responsive and have not resolved my non-operational loveseat. Thank you

  

  Business Response

  Date: 01/25/2024

  ServeCo sympathizes with the consumer regarding the delay in their parts. The manufacturer in which the consumer purchased their furniture from is based overseas and can often time take longer than usual to ship parts as the parts are sent on a container and wont go out until the container is full.

  The consumer has been contacted and advised that parts have been ordered and we have requested to pay express shipping to expedite the arrival of the parts. The parts are being shipped directly to the consumers home and once received the consumer will contact ServeCo and we will in return dispatch a service technician for installation.

  As a gesture of our commitment to customer satisfaction, we understand the inconvenience caused by the extended wait time, and we have issued a $25.00 gift card to express our gratitude for the consumers patience.

  Customer Answer

  Date: 01/25/2024

  I do not want to close this claim until the parts are here and working. Im not convinced that they will still arrive in a timely manner. The $25 gift card, while appreciated as a token gesture, does not compensate for the more than two months without our love seat and it taking up so much room being stuck in the reclined position, or the fact that they ignored my efforts to get an answer until I contacted the BBB. 
  Thank you 

  

  Business Response

  Date: 01/26/2024

  ServeCo has ordered the 2 motors and confirming the part order for the switches. Parts will be shipped directly to the consumer's home. Once received the consumer has been instructed to contact ServeCo so we can dispatch a service technician for installation. 

• Initial Complaint

  Date:01/15/2024

  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.

  Purchased furniture from a closing business and for my protection purchased an extended warranty. The furniture began breaking within 2 months of purchase and we instantly reached out to ServeCo to proceed with repairs to the furniture according to the service contract we purchased. After being lied to twice by the repair company they hired a second company came in and they determined that repairs could not be made. This is 3 months after the furniture was broken and we bought replacement furniture because of the run around I was getting from management at ServeCo they offered to refund the 300 dollars I spent on the warranty and another 300 dollars compensation for the broken furniture they aren't repairing. I paid well over **** dollar for this furniture and to be given an offer and to be treated this way by this company is astonishing. I highly recommend not trusting this company for protecting any goods you may buy.

  

  Business Response

  Date: 01/23/2024

  The consumer purchased and was provided with a copy of the service contract for a sofa, loveseat, and recliner. The store in which the furniture and service contract was purchased is no longer open, and the manufacturer has since closed. This does not void the consumers service contract, if a reported issue is something that can be repaired with on board parts or by performing a cleaning ServeCo will make every attempt to repair and satisfy the consumer. ServeCo dispatched a service technician to attempt repairs but after a thorough examination by our service technician, it was determined that the damage extends beyond what can be addressed with on-board parts or a cleaning. In light of the technician's findings, we acknowledge the need for the specific parts are only exclusively available through the manufacturer. Despite our efforts to rectify the situation, we regret that a full repair is not feasible without these essential components.
  

  In a case like this ServeCo will refer to the service contract purchased by the consumer by reference number 5. Service Procedures  5.1.4 Refund: If we are unsuccessful in repairing the stain or damage to your furniture, and we are unable to provide a replacement or reselection, because for example, the retail store location where you bought the agreement has closed, no longer carries Furniture Protection Connection Agreements, changed ownership, or stopped selling furniture, or you have moved from the original stores location operating area since your purchase, and we cannot provide a suitable replacement, we will provide you with an refund of the purchase price of the agreement rather than a replacement or reselection.
  

  In adherence to the terms outlined in the consumers service contract, we are offering a refund of the purchase price of the agreement,totaling $299.00. Additionally, as a gesture of goodwill, we are extending an extra $299.00 in an attempt to address any inconvenience caused. At this juncture, the consumer declined the offer, leading to the closure of the claim.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21147028
  
  I am rejecting this response because:  

  I am being tired of getting the run around from this company... After spending months trying to have my furniture repaired and 2 months later someone finally looks at it, all I hear from the director of field service is they want to wipe their hands of this situation.  Of course they do, it has been handled poorly since the claim was filed in November.  They offered to refund my warranty and a small portion of money, which they are now claiming that I rejected that offer, which is a flat out lie.  I sure would like this nightmare to end.

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

  

  Business Response

  Date: 01/29/2024

  ServeCo is ready to conclude the claim once the consumer verifies their intent to proceed with the $299.99 for the service contract, along with an additional $299.99 to fulfill and finalize the claim.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21147028
  
  I am rejecting this response because:

  I have reached out to this company between 5 - 10 times regarding resolving this issue and wish it would close.  They are a poor company to work with and wish they would send the check they had offered a month ago.  Instead we are going through this process and I am being ignored by the company itself when I attempt to reach out to them.  This includes the field service director **************** who wont return my emails or calls.

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

  Customer Answer

  Date: 02/05/2024

  My complaint was closed with ServeCo North America yet nothing has been resolved.  They asked me to settle for a 600$ check for the damage to my over 3000$ furniture.  Which I accepted, anytime I reach out to them regarding this "settlement" I get told there is no update.  Today I reached out again and was told that last week the owner said he will handle it but no one will talk to me about what is going on...

   

  Please help!!

   

   

   

  Thanks.

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

   

  

  Business Response

  Date: 02/06/2024

  The consumer has confirmed their acceptance of the resolution for their claim in the form of $600.00.  ServeCo will submit the resolution check and ensure it is sent out within the next 24 hours, the consumer should receive it within the next 10 days. Before finalizing the process, ServeCo reached out to the consumer to ensure accuracy by confirming the payee's name and the mailing address. Once the consumer provides confirmation of this information, ServeCo will promptly issue a check in the amount of $600.00, thereby fulfilling the terms of the service contract and effectively closing the claim.

  Customer Answer

  Date: 02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 17 November 2023 I called Temper Pedic because my base wont vibrate at all. They instructed us to contact ServeCo for the repair under 10 year warranty. We provided pictures of plate on base as requested they gave us ***** number to call and also service representative would be calling in 3-5 about our repair issue. I have both ServeCo around 5/6 times in six week plus time frame. I also spoke with TemperPedic about the service repair issue on several occasions. I was finally told on 8 January 24 by a customer service representative that all ********************** needed to do was call TemperPedic with the authorization that they are paying and then TemperPedic will complete the repairs. I called ServeCo on 8 January 24 and ask the customer service representative if I could talk with *** in adjustable beds the Representative said she was calling TemperPedic that ServeCo was paying for repairs. I gave them my claim Number for the 4th or 5th time, *** told the representative it was me calling about the request she replied it was the first she had the claim number. TemperPedic was going to send us a email when they received the authorization 5 days later no email from them or ServeCo. I paid $8000.00 for a Adjustable ERGO TemperPedic that broke and truly dont know whether it will get repaired. I sent about 5 emails to ServeCo over the last couple weeks no response. I would like my bed base motor replaced and working.

  

  Business Response

  Date: 01/15/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration caused by the delay in obtaining the required part for the repair of your adjustable base.
  

  We want to assure you that we have taken immediate action to address this issue. As of now, we can confirm that the necessary part has been successfully ordered. A service technician from Tempur-Pedic will be reaching out to you shortly to coordinate the installation of the part needed for the repairs.
  

  Your satisfaction is our top priority, and we appreciate your patience as we work to resolve this matter promptly. If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to our customer service team.

  Customer Answer

  Date: 01/17/2024

  Thanks for your assistance my concerns are they told me the part was ordered and TemperPedic was going to set up repair date. We never heard from TemperPedic about ServeCo paying for part and labor from either them. That was when we spoke around or about 8 January 24 to **************** from **********************, so Im little ***** of that statement. I was looking for date and info on part TemperPedic had ordered and did ServeCo did follow through. We just want our base fixed and warranty honored finally.

  

  Business Response

  Date: 01/23/2024

  ServeCo has confirmed with Tempur-Pedic that the essential part required for repair was officially ordered on 1/15/2024, with an expected arrival within the next 5-7 business days.

  Once the part is received, our service technician will promptly arrange a convenient installation day.

  We have also reached out to the consumer, keeping them informed with the latest update on their claim.

• Initial Complaint

  Date:01/12/2024

  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.

  In March 2023, the furniture I ordered from the North ********** La-Z-boy store was delivered. I had purchased the Fabric Lifetime Protection Plan from ServeCo North America located at *************************************************************. In October 2023, I filed a claim online because there was a hole in the side of the left arm rest of the loveseat. Unfortunately, I wrote I dont know as the reason for the damage. Per the contract, it says unknown origin is not covered. I asked if I could EDIT that because I determined the damage was caused by *************. ServeCo refused.I also asked if I could cancel my contract. The contract states You may cancel this Plan by calling us at: ************* (ServeCos phone number) during normal business hours . They told me to cancel it directly at the La-Z- store where I had purchased it. Neither ServeCo nor La-Z-boy would let me cancel it. I ended up spending $400 out-of-pocket to have the loveseat repaired by a local upholsterer.I would like to be reimbursed the $400 to have it repaired, as well as, the $1459.76 I spent on the contract.

  

  Business Response

  Date: 01/15/2024

  I appreciate your feedback and the opportunity to address your concerns regarding the recent claim submitted to ServeCo.
  

  When the claim was initially submitted, you noted that the cause for the damage was listed as "unknown." As per the terms outlined in the service contract, damages with an "unknown origin"are not covered. It's crucial for us to adhere to the contract terms to maintain fairness and consistency in our claims process.
  

  We understand that circumstances may change, but it is our policy not to allow edits to the initial claim. This policy is in place to ensure the integrity of the claims process. Allowing modifications after the fact could potentially lead to situations where individuals adjust their stories to align with specific contract terms and conditions.
  

  We want to emphasize that consumers are provided with a copy of their service contract, clearly outlining what is and is not covered. In the case of cancellation, the service contract states that you may cancel by contacting ServeCo during normal business hours. We encourage consumers to reach out to us first, as we are committed to exploring any specific reasons and finding possible solutions to address concerns before cancelation.
  

  If you decide to proceed with canceling the contract, we'd like to inform you that you would need to contact the store where you purchased the service contract. Once the cancellation is confirmed, ServeCo settles payment with the store on the backend.
  

  We appreciate your understanding of these policies and are here to assist you with any further questions or concerns you may have.

  Customer Answer

  Date: 01/20/2024

  As per your instructions, I spoke to the store manager at the North ********** store.  He again told me cancelling the contract is not an option.  I told him I would keep the contract in place if I am reimbursed the $400 I paid for the repairing the loveseat. I guess your company needs to communicate with LaZboy regarding which of you will compensate me.

  

  Business Response

  Date: 01/23/2024

  ServeCo has proactively engaged with the store to investigate the denial of the service contract refund. Despite the store manager being unavailable at the time of the call, ServeCo left a message and is awaiting further information.Simultaneously, ServeCo promptly contacted the consumer to expedite the resolution process.
  

  After discussion between the consumer and ServeCo, an agreement has been reached to share the costs of the repair. This arrangement is contingent on the understanding that ServeCo is not responsible for repairs initiated through a separate service call made by the consumer. The consumer confirmed satisfaction with the repair's quality and expressed no objections to splitting the repair costs.
  

  A check request has been initiated, and the consumer can expect to receive the reimbursement within the next 10 days. ServeCo remains committed to addressing concerns and ensuring a fair resolution for all parties involved.

  Customer Answer

  Date: 01/23/2024

   
  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:01/12/2024

  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 got a leather recling chair and a sectional from La-z-boy. I had 2 different claims on 2 different pieces from 2 different animals. I made the first claim back in Nov and the next in Dec. I have yet to hear from a manager because every time I call they tell me a manager has to call me. I'm so frustrated I sent emails and have called in hopes to get some info. No manager has called me and it has been months. Employees will lie to you and say you are at the top of the list and will be called the next day. Terrible business to have to deal with.

  

  Business Response

  Date: 01/19/2024

  After a thorough investigation, we have identified two separate claims submitted, leading to some confusion. We have combined both claims and worked out a resolution for each issue.
  

  Regarding the chaise replacement, this request has been submitted to the store and the store will contact the consumer to set up the delivery and remove the old, damaged unit from the home. Additionally, for the single recliner, we have taken steps to replace the arm. Once the arm arrives, the consumer has been informed to contact ServeCo for installation, and our service technician will promptly be dispatched to complete repair.
  

  ServeCo sincerely apologizes for any inconvenience caused by the delay resulting from the confusion surrounding the double claims. 

  Customer Answer

  Date: 01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 6, 2023 two Serveco techs looked at our couch said they knew why the recliner wasn't reclining properly and would order the replacement parts. After not hearing from anyone to fix couch, I called & found out that a delay occurred due to techs uploading wrong client's completed work to our file therefore making Serveco think our work had been completed. Serveco finally ordered mechanical couch parts delivered to our home in Nov & currently STILL sit on our garage floor. They could not send the tech out to fix the couch until after the Thanksgiving holidays. Then an entirely new tech from a different company came & verbally told me he couldn't see the problem so he was going to take apart the entire chair of the lazy boy couch. He is guessing that something is wrong with the frame because this tech couldn't see the issue! This is a different outcome from the TWO techs sent previously. Meanwhile, the enormous couch mechanism sits on my garage floor, ******** now declines fixing my couch because this new tech that verbally said he could not see the issue wants to take the whole chair of the couch apart because he is guessing something is wrong with frame making it Lazyboy responsibility, and I have to pay hundreds to get Lazyboy & have them tell me it is NOT the frame. Over the phone ******* told me it doesn't sound like a frame problem at all. Serveco sends photo of chair which shows no warp, no crack, no break in the frame. They will not come out & put the mechanism they've already ordered sitting in our garage. Our couches were purchased around Nov 2020 and are not that old. Serveco sent TWO techs who said they saw the problem easily, ordered parts then sent a NEW tech who couldn't see what the problem was so his solution was to take the whole thing apart & now Serveco denies my claim. I paid for the warranty I want a supervisor here to look at ********* (***************************) have completely stopped communicating with because my next step was reporting to BBB.

  

  Business Response

  Date: 01/11/2024

  We sincerely apologize for any inconvenience you've experienced with our service. To address this, we've arranged for a skilled technician to install the necessary mechanism for repair. In the event that a repair is not feasible, ************** will diligently document the damage through detailed notes and clear photos. This documentation will serve as valuable information for you to report back to ******** for further assistance.
  

  Thank you for your patience and understanding.