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:01/10/2024

  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.

  I bought a recliner with serveco was the warranty service. It's been over a month a d now they r telling me I didn't purchase warranty . I have sent everything in. This sure seems like a scam. Useless protection plan .

  

  Business Response

  Date: 01/23/2024

  ServeCo has successfully verified the consumer's purchase of a service contract for the furniture in question. Initial confusion arose due to discrepancies in the number of receipts associated with the consumer and the challenge of matching the service contract to the correct receipt. While typically the service contract is found on the same receipt as the furniture, in this instance, they were on separate receipts.
  

  ServeCo has effectively resolved this confusion and is now proceeding with the claim processing. The consumer has been contacted, informed of the situation, and expressed satisfaction with the current status of the claim.

• Initial Complaint

  Date:01/05/2024

  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.

  Recliner purchased on 12/05/2020 and we purchased a 5 year warranty. We purchased at Boscov's store. We were told to contact ServeCo to file a claim for repair. When you call the number you are put on hold and no one ever answers. I have emailed them and have not received a response. I went online to enter the claim and it recognizes my receipt number and pulls up my information but when I go to submit it tells me there is nothing on my receipt. There is no other way to contact them and it is very frustrating. Our next step is to go to ******'s to see if there is anything they can do but if a person is giving the name of a company to contact for repairs, someone should get back to you if there was a way to leave a message. Thanks.

  

  Business Response

  Date: 01/08/2024

  I accessed the consumers claim and was able to identify 2 different claims. The first claim was reported as the *** arm cushion is flattening out. That specific reported issue is not something the service contract extends services for. The service contract covers the consumer for accidental and mechanical issues, the coverage does not cover wear and tear, the arm cushion flattening is something that happens overtime from in home use.

  The second claim in the system is being processed for the fabric recliner remote the wires frayed from the mech rubbing against it when opening/closing. Footrest mech is bent. The claim for this was created today and is being processed by the service department.

  To provide the consumer with the best guidance, our service advisor will reach out to the consumer shortly with the next steps for their claim.They will guide the consumer through the process and keep them informed about the resolution steps.

  We appreciate the consumers understanding and patience as we work to address these concerns.

  Customer Answer

  Date: 01/09/2024

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

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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 am providing additional information regarding my ongoing issues with the couch replacement from ServeCo and **** Club.Order Details:Order Date: March 2022 Purchase Price: $1049 Couch Model: Members ************************* Fabric Sofa with Storage Ottoman, Assorted Colors Item # ********* Communication Issues:Primary Representative: ******************* of timely updates and communication Inaccurate information provided regarding the order status Quality Concerns:Fabric pilling issues rendering the couch unusable for hosting Complaint filed in March 2023 Delivery and Order Falsification:Order incorrectly shipped to the warehouse, not my address Misinformation about the order being underway Communication Attempts:Over 10 attempts to speak with representatives Requests to escalate the matter to management Reassurances from representatives that management would contact me within 48 hours No response received despite these assurances Representatives Unavailability:Representatives are no longer helpful or responsive Lack of follow-through on promises made during initial communication attempts Given the prolonged nature of this issue and the considerable inconvenience caused, I urge you to consider this comprehensive account of my attempts to seek resolution. I remain resolute in my request for a full refund of the $1049 purchase price. Please feel free to contact me if any further clarification is needed.

  

  Business Response

  Date: 01/04/2024

  ServeCo apologizes for the less than exceptional services the consumer has received after submitting their service request for their furniture. 
  

  Most parts are housed in our warehouse located in the US and those have been shipped. The issue with delays relates to our parts that are coming from overseas. To provide clarity, our overseas parts are shipped in containers, and due to operational considerations, they are dispatched only when the container reaches full capacity. This practice, unfortunately, can extend the shipping duration beyond the usual timeframe. Once these parts reach the US, they undergo processing at the dock before being transported to our ServeCo warehouse, where they are entered into inventory.
  

  We want to assure you that we are actively addressing this issue. Our team has received confirmation that the container has been shipped and had an ETA at the port of Dec 31st.  Our operations director is currently in contact to obtain information regarding the arrival of parts at the port, and once the parts reach our warehouse, we will expedite their processing and shipment to you.
  

  We recognize the impact this delay has on your experience,and we appreciate your patience as we work diligently to resolve this matter promptly. If you have any further concerns or questions, please do not hesitate to reach out to us directly.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21086948

  Dear ServeCo Customer Care,
  
  I appreciate your detailed response and efforts to address the delays related to my furniture service request. However, I am rejecting this response due to the prolonged shipping duration, misleading advertising on durability, stain-resistance and ongoing communication challenges have significantly impacted my experience.
  
  I must emphasize that the quality of the couch I purchased is not meeting satisfactory standards, as evident in the attached photo displaying extensive pilling. Upon reviewing your return policy on the website, which states, Return this item for a full refund or replacement at any time. Restrictions apply, I find myself well within my rights to request a full refund.
  
  Moreover, I would like to draw your attention to several customer complaints, including issues with pilling, missing cushions, and misleading advertising. These examples highlight a pattern of dissatisfaction among customers, further reinforcing my concerns about the overall quality of the product.
  
  Examples from Customer Complaints:
  
  1.I bought this couch in the off white color after about 4 months of use, it is already pilling and the cushions are losing their shape.
  2.The quality seems reasonable but does NOT come with back cushions, which all pictures and promotions appeared to feature.
  3.This was a big mistake. First, the couch was delayed the pieces dont stay together. It attracts pet hair like crazy!
  
  Given the compelling evidence of widespread issues and the impact on my living space, I kindly request an expedited resolution in the form of a full refund as per your return policy. I appreciate your attention to this matter and hope for a prompt and satisfactory resolution.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/08/2024

  Upon reviewing your case, we acknowledge the extended wait period, and we truly empathize with the impact it may have had on your overall experience.

  ServeCo acts as a third-party customer service provider on behalf of **** & Rye. ServeCo administers the terms laid out by **** & Rye, while ServeCo does not have the authority to independently make decisions regarding refunds, we are committed to ensuring our customers receive the support they deserve.
  

  To expedite the resolution process and provide you with the assistance you need, we proactively reached out to **** & Rye on your behalf. We are pleased to inform you that, after thorough consideration, **** & Rye has approved your refund request. The confirmed amount that will be sent to you is $1057.94. We have requested a timeframe for when you should be receiving your refund and as soon as we have that information, we will contact you and provide you with the details.
  

  We appreciate your patience and understanding throughout this process. If you have any additional questions or concerns, please feel free to reach out to us. We value your feedback and are dedicated to ensuring your satisfaction.

  Customer Answer

  Date: 01/10/2024

   
  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.
  

  AS REQUESTED, INFO TO SEND REFUND 
  
  BY MAIL PAPER CHECK
  
  ATTN: Autymn Epps 
  ********************************************;
  **********, ** 30344
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/31/2023

  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 February 13, 2023 I bought a lot of furniture from ******** and ********* **. I had a hard sale for insurance for this brand of beautiful furniture both Pat and regular warranty. The regular warranty will not kick in until after February 13, ****. I paid $24 for the pet insurance and $1800 for the furniture. I had a brief dealing with them with the pet insurance which was denied and I accept that. What I dont accept is after reading hundreds of complaints on how they do not fix anybodys furniture and their warranty I would like to have my money returned before the warranty takes affect Im not a wealthy person I could use that $1800 in many ways even if its to fix the furniture when the time comes. I do not feel comfortable dealing with this company at . Here is one place that shows how they treat people.all,I only dealt with them for a month .Theykept saying they got back tome or would get back to me in an hour days ago. In the end , small, print that I submitted the complaint too late you only has a month only to file a complaint, not 5 years. I can submit many more complaints if you needed. I definitely dont have to stress over the idea that I have an insurance co my for for the next five years., do anything about anything to do with my furniture. Again I would rather have my $1800 back and I will fix my own. Furniture or pay a handyman. Period.

  

  Business Response

  Date: 01/03/2024

  Hello,
  The consumer submitted a claim on her 3-seat sofa on 12/8/2023 and reported dog nail scratches on the cushion, arm rest, and the middle upper cushion was chewed. The consumer was prompted when the damage occurred,and the answer was 9/7/2023. Referring to the service contract the consumer purchased there are a couple of key points that resulted in the non-coverage of the consumers claim.  
  

  Listed under Requirements for requesting service the 3rd 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 **************.
  

  Also listed on the front of the service contract under the What is not covered section the fourth bullet listed states: Any accumulation of stains or damage or soil build up that occurs from repeated use rather than from a particular incident.

  The damage reported were scratches to the seat, arm, and the back cushion, three different areas of damage and not within the 30-day timeframe.
  

  ServeCo would not refund the price of the furniture, if the consumer would like a refund ServeCo would work with the store to provide a refund for the service contract purchased only. Consumer was contacted on 1/3 to go over claim and review options but a message was left. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21079218
  
  I am rejecting this response because: This is a correction from my previous complaint. I would like to have my warranty money returned before the warranty begins on February 13, ****. I have a current small warranty with them for pet care and thats when I realize that they dont do anything for anybody no matter what I think Ive only seen two positive reports of them fixing items and concerns, otherwise theyre useless.The only reasonI am filing this again, is I dont know how to edit the first one.I entered the wrong amount I paid the. Company, and how much I want back.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/10/2024

  ServeCo will collaborate with the store from which the consumer made the purchase to facilitate the service contract prorated refund process. The consumer will receive the refund through the store where the service contract was initially purchased. ServeCo will notify the consumer and oversee the entire process to ensure a prompt and efficient resolution.

• Initial Complaint

  Date:12/13/2023

  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.

  12/12/2023 date of claim It's a furniture repair. It's a warranty offered when you buy furniture. They deny EVERY CLAIM

  

  Business Response

  Date: 12/19/2023

  Thank you for reaching out to us regarding the concerns raised about the service contract. As clearly stated in the contract's "What is not covered" section on the front page, the first bullet point highlights that any stain or damage not explicitly listed under "What is covered" is not included in the service. Specifically, the service contract does not extend coverage to issues related to buttons or the failure of threads/seams.
  

  In an effort to address the consumers request, we have initiated communication with our local service technicians to explore the possibility of reattaching the button for the consumer, considering the consumer still has it in their possession. To proceed with this, we have attempted to contact the consumer to verify whether the piece on the back of the button is intact, as this is crucial for the reattachment process. Unfortunately, we were not able to reach the consumer and had to leave a voicemail.
  

  We will continue our efforts to get in touch with the consumer to ensure a successful resolution

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21001662
  
  I am rejecting this response because:
  They cover NOTHING on the warranty and have yet to provide a response to my second that states pending 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/21/2023

  I have attached the service contract the consumer purchased that outline what is covered and what is not covered. The service contract covers specific damages and incidents and outlines the exact coverage under What Is Covered.
  

  As stated,under What is not covered I would like to draw your attention to the first bullet point which explicitly states, "Anything not specifically listed under 'What Is Covered.'" It is crucial to note that our attempt to address the consumers reported issuereattaching the buttonwas made in good faith to accommodate the consumers concerns but was rejected.
  

  However, it seems we are currently at an impasse. The consumers expectation of coverage for issues not explicitly listed under "What Is Covered" poses a challenge, and we regret that our attempt to collaborate on a resolution was rejected.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch from ****************************** on 10/13/19 and purchased the 5 year *********** Extended warranty" for $290. ******* went out of business, but they assured me the hardware for the couch was warrantied through Lazboy and repairs or other damage would be covered through *********** Total Care is now doing business as Servco. I issued a damage claim with Servco online on 12/5/23 and after no response I called to follow up on 12/7/23. I submitted everything required on the claim form including photos of the damage, my original purchase receipt indicating the extended warranty line item and cost, and all information relating to the original sale and ID numbers. When I followed up today I was told my warranty cannot be honored because I didn't receive, nor provide them with the "brochure" that should have been given to me at the time of sale. They claim the receipt I gave them doesn't mean anything and the claim is not valid for coverage because "they must see what was written on page 3 of the brochure to verify if they can cover it or not". I reiterated I provided them with proof of the extended warranty purchase with their (former) company name and warranty listed and they refused to accept it as verification. I spoke with 2 managers there and both told me there is nothing more they can do without the "Brochure" that I was never given. I offered the Lazboy brochure that I received referencing the manufacturers warranty and they said it won't help. I would like for them to honor the repair, or reimburse Lazboy to do the repair. Lazboy charges $190 per hour, but parts are covered.

  

  Business Response

  Date: 12/13/2023

  We appreciate the opportunity to address the concerns raised regarding service contracts purchased through Art **** It's important to clarify that Art *** both sold ServeCo service contracts on our behalf and also procured service contracts from ServeCo for independent sale. With the unfortunate closure of Art ***, they relinquished any responsibility for the service contracts they had facilitated. 
  

  ServeCo remains committed to honoring valid service contracts that fall within our underwriting. It's crucial to note that confirmation of the underwriting entity can be found within the verbiage of the service contract itself. Additionally, on the front page of the service contract, in bold, we emphasize the importance of retaining the document for future claims: "Important Information: Keep this service contract and your sales receipt for your furniture in a safe place. You will need them to file a claim." 
  

  To proceed with addressing any concerns or claims, we kindly request a copy of the service contract to ensure accurate processing. We value transparency and are dedicated to resolving any issues promptly within the terms of the valid contracts. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20974243
  
  I am rejecting this response because: I did not receive a service contract with my purchase, nor directions to keep a copy of it.  This was a big purchase for me so I kept every piece of paper received at the time of purchase and upon delivery, including the original tags, but a so-called "contract" was never mailed or provided.  I also find it hard to believe Art *** would reference *********** Extended Warranty" on the invoice that matches perfectly with your company name (at the time) and the service you provide.  Why wouldn't they call it "Art *** Extended Warranty", or just "Extended Warranty" if it was a service they were providing directly? Your response is unacceptable.  I believe it it highly unlikely ********** would knowingly allow another company to sell a service under their name that is directly in competition with your services.  And if had you known about it as you claim, you would have stopped it with a cease-and desist. I have already provided proof of purchase so the burden of further terms or proof should be on you. On your claim form, you requested original order details such as model and order numbers indicating this is something you keep record of.  Art *** must have shared these with you if they sold a service on your behalf, so you should have proof of my purchase including the timeframe and "details" of the contract I purchased under your company name.

  I respectfully request that you consider honoring this claim to cover labor or just to identify the parts required to repair my couch.  The cost of the parts themselves are covered under my LaZboy warranty, so I'm not asking for much.  My husband is a mechanic and can install the parts upon receipt if they include instructions or if it's obvious how they should be installed. We just need your company to identify and place the parts order with LaZboy.  If the cost is too high to have someone come look at it, maybe you could have a tech look at the photos provided to identify the part numbers needed and place that order.  

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

  

  Business Response

  Date: 12/21/2023

  Hello, 

  To file a claim through ServeCo a copy of the service contract is mandatory and is outlined in the service contract. There is a sku for each service contract which serves as a crucial identifier for us to confirm ownership and it also has verbiage in the contract that indicates who the underwriter for the service contract is.

  We can look into the part with ********* it sounds like you may need a drive toggle/drive rod to repair the issue reported. We will have a service advisor reach out to you to obtain the information needed to order the parts through ********* We will not be able to provide any service beyond ServeCo getting the parts for you as we have not been able to validate your service contract. 

   I hope this helps. 

• Initial Complaint

  Date:12/11/2023

  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 have a warranty through Servco for my reclining sofa. I had to pay extra for this warranty. I have been waiting since October for a part because the it broke every time I call they dont have an answer for when I will get it they keep telling me 14 to 21 business days. It has been since the end of October. We are now in the middle of December and I still dont have the part. They still dont know when I will get it, theyre not giving me any kind of help to fix the problem. How much did we

  

  Business Response

  Date: 12/13/2023

  We sincerely apologize for any inconvenience the consumer has experienced regarding the recent order of parts. ServeCo took swift action upon learning about the issue and promptly investigated the matter with FedEx. 

  Regrettably, it was discovered that the delivery driver mistakenly dropped off the package at an incorrect address. We immediately contacted the consumer to share this information and pinpoint the location where the package was delivered according to the driver. However, we understand that the consumers complex has a unique setup, and locating the package may be challenging. 

  In response to the consumers' request, we have initiated a new order for the required parts, expediting the process by securing a rush from the manufacturer. The anticipated delivery is imminent, and we are diligently working to obtain updated tracking information to provide the consumer with a more accurate timeframe. 
  

  We understand the frustration this situation may have caused. If, however, the consumer no longer wishes to wait for the replacement parts, ServeCo is prepared to refund the full purchase price of the service contract. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20989337
  
  I am rejecting this response because:
  It took a month th get notification that it was sent to the wrong address and I have been waiting for another month for the replacement part and no one knows where the part is nothing has been rushed or expedited. Everyone is blaming everyone else on what to do and I just need my property fixed. I paid for a warranty for a reason. No one has any answers every time I call and no one gets back to me with any kind of response
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/21/2023

  Hello, *** reflects the part will be delivered by today (12/21/2023) We have proactively opened a service order to have a service technician go out to install. 

  Customer Answer

  Date: 12/24/2023

   
  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:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cozzia 630 from a local furniture store with the additional purchase of Peace of ************** through ServeCo. I have error codes on the Massage Chair, I placed a claim ********** with ServeCo on January 9 2023, I was told Cozzia had to assist with the error codes, then a part was back ordered, when the part did arrive on Feb 21, 2023, part **** A1-06 Mechanism 617D-Mech1437 D2006 Backrest wire harness 617A-BWH, a technician came out months later to advise he could not install it that a truck would have to pick up the chair and take it to a warehouse for repair since the chair would have to be completely taken apart, after that I was advised they didn't know what to do, then months later I was called and told that they would pay Cozzia to send their tech to repair the chair and I would be called with a scheduled date, that never has happened. How would you feel if you were the customer that has went 11 months, almost a year with use of your purchased chair? I called customer service many times was told will look into it to find out what is going on then never called back. It is completely unacceptable to go a year without use simply because the insurance company cannot make resolution. I would never recommend this company.

  

  Business Response

  Date: 12/13/2023

  ServeCo extends a sincere apology for the undue delay in the repair of your chair. After thorough investigation, we have confirmed that the store from which the consumer purchased the Cozzia CZ-****** Massage Chair Americana has a certified technician specializing in this specific model. 
  

  We fully acknowledge the extended duration of this claim and empathize with the frustrations the consumer has experienced. To expedite resolution, we are dedicating our immediate attention to securing a specific day and time for the service technician to visit and repair the consumers chair promptly. 
  

  In recognition of the inconvenience caused, ServeCo would like to express our goodwill by offering the consumer a $75 gift card. We understand the impact this delay has had on the consumers' experience, and we genuinely appreciate the consumers' patience and understanding as we work to rectify the situation. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20957050
  
  I am rejecting this response because:

  ServeCo North America
  December 14, 2023
  
  Greetings,
  
  After being advised by a medical professional of the benefits of a massage chair to our familys medical needs, we decided to purchase an elite machine at a local retailer.  We immediately saw the benefits for our family.  To protect this very valuable asset for our medical well being we decided to additionally purchase a furniture insurance protection plan to make sure we would receive the benefits of this for years to come.
  Unfortunately, the chair is completely inoperable now since January 8, 2023.  Immediately a call was placed to the manufacturer, the retailer where it was purchased and then to the insurance company, ServeCo North America or as the smaller company was know as Peace of ***************
  Proof of purchase, photos, documents was all sent in immediately to start the process as soon as possible to get the medical necessity back up and running again.  The manufacturer identified the parts needed to make the repairs by the error codes that the machine was displaying on the screen.  The parts arrived in February 2023.  Then it was quite a task to get a technician assigned to install the parts, many phone calls were made.
  Finally, they sent a technician that works for them that refused to repair the chair because of the difficulty involved, then they reached out to the manufacturer and spoke with their repairman in *******, ** about repairing the chair, I was told that they were waiting on a work order from the manufacturer authorizing their technician to come and make the repairs. Now again the story changes to the retailer, where I purchased the chair, whom has a certified technician that specializes in my specific chair that will be contacted to make the needed repairs for it to function properly.
  I have reached out many times, to many for the responsibility of a customer.  Did I not fill out the paperwork correctly or was it not in a timely manner?  Did I not pay the contractual agreement to fulfill my side of the responsibility?  I have received many apologizes and have received many promises that the chair will be working again.
  I cannot accept anything until the chair is operational and functioning properly in my home or I have a satisfactory replacement unit that will fulfill our medical needs.  The statements of, we are dedicating our immediate attention to securing a specific day and time for the service technician to visit and repair the consumers chair promptly, is not believable based on previous experience. 
  I have been told repeatedly that efforts are being made to resolve this situation with absolutely no results at all.
  I was told by a manger named ***** that I would be kept up to date with the progress as she had my name and number on a sticky note on her computer monitor, I have not heard from her since Thursday, December 7, 2023.
  I appreciate the offer of a $75 gift card out of goodwill,but quite frankly this is quite offensive to think that the value of customer service, the reputation for customer service, the aggravation and mental stress caused by repeatedly having to call and write to place tickets and to try without success to get something accomplished for which one has paid a contractual agreement is way beyond that amount of money. 
  I just need a functioning chair to provide for the medical needs of my family, I purchased the insurance to assure that for my family.  It would be appreciated if your company could fulfill its responsibilities that it also agreed to provide.
  
  Sincerely,
  
  *******************
  ************
  

   

   

  
  
  

  

  Business Response

  Date: 12/26/2023

  ServeCo has promptly submitted an authorization for replacement to the store today to facilitate the processing of a new chair for the consumer. Despite the service technician's efforts, the error code persisted during the visit. Acknowledging the prolonged wait endured by the consumer, particularly given the chair's vital medical purpose, we are committed to expediting the resolution.
  

  The store will reach out to the consumer to coordinate the retrieval of the old chair and the delivery of the new one, ensuring a seamless transition.

  Customer Answer

  Date: 12/28/2023

   
  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.

  Thank you for always being courteous,  The representatives were always polite.  I understand how at times with the daily in and outs of business dealings, that at times things are forgotten about.

  Thank you, for after efforts to repair the chair was made that it was decided to replace the chair to not keep extending that time frame out.  I am working with the retailer now in exchanging it out.
  

  Even after all of this, I will take out the insurance again on the new chair.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a table and 6 chair set from Gavigans. Within days of purchase, the chairs began breaking. ******** told us to contact ServCo. ****** agreed to replace one chair and repair two other chairs. A lovely repairman came and repaired the two chairs. Still have not received the replacement chair. Have since filed another claim for two additional broken chairs. Its been well over 2 months since we filed this second claim. We have called many times for updates and keep being told were waiting for the manufacturer to respond. Weve asked numerous times for a phone call back from a manager and literally no one has ever called back. We want our replacement chair and our other chairs repaired. We have had this table for months and have literally NEVER had a full functioning set because of the poor quality of the chairs and ServCoa unwillingness to fix/replace them in a timely fashion.

  

  Business Response

  Date: 12/08/2023

  ServeCo, acting on behalf of ********, is dedicated to managing and addressing service requests within the framework of the 1-year manufacturing warranty for our valued consumers.

  The decision to replace the chair was approved and sent to the manufacturer for processing. We have encountered challenges in obtaining an update from the manufacturer after reaching out on multiple occasions.

  We have elevated the urgency of your case by involving the store directly, which we believe will expedite the resolution process. We will touch base with you next week to provide an update to your replacement.

  Your satisfaction is of utmost importance to us, and we appreciate your patience.  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20951084
  
  I am rejecting this response because: this does not acknowledge the open claim for 2 other broken chairs.  This was reported in September and no resolution has been offered.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/13/2023

  ServeCo has received confirmation from the store that the consumer was contacted on 12/11 to schedule a swap of the pieces to resolve this issue.  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20951084
  
  I am rejecting this response.  The store called to discuss replacement of 2 chairs on Monday 12/11.  3 chairs are broken; when I asked about the third chair, I was transferred to ServCo.  The woman who I spoke to at ServCo stated she could not help me because I had filed a BBB complaint and stated that someone else would call back.  No one has called back.  So, there have been no arrangements made to replace any of the broken chairs.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2023

  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 furniture from Steinhafels in Crytal Lake ** on 7/4/2021. I spent $1,335.60 including insurance cost of $153.58 on two end tables and 1 coffee table. I filed a claim due to several chips and bubbling on the table tops. I was told my claim was denied by Serveco based on not reporting within 30 days. I have the brochure in front of me and I have attached also, and in no place does it provide this time frame. I would like them to repair or refund the premium.

  

  Business Response

  Date: 12/04/2023

  The consumer purchased the Total Care VIP Over $850 4 Year Plan and should have been provided with a copy of the service contract at the time of purchase. The service contract outlines the specific timeframe to process a claim under Requirements for ****************** The 3rd 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 **************.  
  

  It's crucial to note that the brochure you received includes a disclaimer on the inside cover before listing coverage details. This disclaimer emphasizes that the brochure serves as a summary of the coverage types offered and is not a substitute for the actual service contract. For specific coverage details and restrictions, we recommend referring to your service contract. 
  

  If the consumer would like a refund of the service contract purchased, they would need to contact ***********. I hope this helps.  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20946021
  
  I am rejecting this response because: Steinhafels is your customer.  You should go to them and get the refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/08/2023

  To initiate a refund for the service contract, kindly visit the store where the purchase was made. While we have informed the store of your request, we are unable to directly facilitate the refund on your behalf, as the financial transaction was handled exclusively with the store. For further assistance, please reach out to the store directly to ensure prompt processing of your refund.