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:11/22/2023

  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.

  Filed a claim as my dog had gotten sick and threw up and peed on the couch. Sent pics, waited about a month before someone came to clean. They only spot treat, which when I bought the warranty, was told they clean the whole furniture. Pics were sent, someone comes to clean it, it did not work. Send a response and updated pics of the same circle spot on the cushions and down where the dog peed, they send same tech out, he said he could clean the cushions but where the dog peed they had to replace it b/c it was inside a crevice. Now ****** refuses to do anything and says it's an accumulation of pet related stains (we just got the dog so that's impossible!) and won't clean it. In either case, the stain that happened was reported within days of it happening and THEY took a long time to get someone out to clean it. When asked to speak to a supervisor or manager, I was denied that and was told "everyone is off today or at lunch". My issue falls well within what the warranty claims to do and its impossible to be an accumulation of stains when the stains they were supposes to fix, they could but since the tech said something had to be replaced, they all of a sudden deny the claim, assuming b/c of the expense. I would like my couch repaired per the warranty I paid for. I have dated pics of everything of when it occurred and when the pics were taken again to dispute their claim. If there are other spots, those were not asked to fixed. I filed a claim for what I have in the pics below.

  

  Business Response

  Date: 11/29/2023

  We appreciate your bringing your concerns to our attention and allowing us the opportunity to address them. Upon review of your complaint, we would like to provide clarification regarding the service provided by ServeCo. 

  When the claim was initially reported, you informed us of two urine stains and submitted a photo for visual reference. However, upon examination, we identified additional stains that were not initially reported in the photos. In an effort to ensure accuracy, we contacted you to confirm the nature of these additional stains, and you stated they were also urine related. 

  On October 23rd, a service technician was dispatched to your home to address the reported stains. During the visit, it was communicated that your request extended beyond the coverage outlined in the service contract. The contract specifically covers the removal of specific stains resulting from a single incident, not overall cleanings. 

  Upon your feedback that the stains persisted, we scheduled a second service visit. The technician reported an accumulation of stains on the sofa, particularly on the right side facing and middle seat cushions between the back cushions on the inside and outside back. Additionally, there were multiple unreported stains along with signs of discoloration on the inside back and outside back. 

  We understand your position that you did not request the cleaning of these additional stains. However, our approach is to consider the entire piece and, with the confirmation of our in-house service technician, address all identified stains and discoloration. Unfortunately, the accumulated stains, unreported stains, and discoloration fall outside the coverage of the service contract. 

  For your reference, we have attached specific verbiage from the service contract, outlining the covered services and limitations. 

  We regret any inconvenience this situation has caused and appreciate your understanding of the contractual limitations. If you have any further questions or concerns, please do not hesitate to contact us directly. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20906078
  
  I am rejecting this response because:

  The original claim submitted was not 2 urine stains.  The original claim was from our dog getting sick and throwing up and peeing on the couch.  The throw up on the couch was on and in-between two couch cushions and the urine was from where the dog was sitting.   Two different stains from the same time.  My husband physically seen the dog do this and moved him quickly.  These stains could not be wiped down so the claim was submitted.   The guy who came to spot clean (which is NOT what lazy boy told us when purchasing the warranty would happen, we were sold the warranty as if the couch would get clean) did not clean the spots.  I spoke to someone else and **** told me to submit additional pictures in which I did.  The same tech came over,  did not even attempt a 2nd cleaning and took a few pictures.  The response was due to accumulated pet stains they wouldn't clean the 2 stains.  It's impossible to have accumulated pet stains when we haven't had the dog that long to accumulate them.  Further more, the spots on the couch can be treated on my own.  The throw up stain and the urine stain cannot be.  The other spots on the couch were not asked to be cleaned by your company, just the 2 that are in your pamphlet as being covered.  I would like the spots removed per what we paid for or I would like a full refund or what we paid for, for the warranty.  The other spots are not part of the new big stain and not a pre existing issue that we asked for you to cover.   
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/05/2023

  When the claim was submitted, we received the photos and identified stains other than the ones reported. We contacted the consumer, and they stated it was just urine/vomit stains. We proceeded with sending the service tech out and he cited numerous stains throughout the piece. He attempted to clean the stains reported to the best of his ability. The consumer called back in and stated the stains resurfaced. At that point we received the service report and the photos identifying more stains than just the ones reported. We still sent the service tech out to attempt to clean again but the tech confirmed on the next visit there was an accumulation of stains and areas of discoloration. In the consumers last response to the BBB they state, If there are other spots, those were not asked to fixed. The service contract does not work in that way, we look at the overall piece as a whole. If the consumer would like to get a professional cleaning to extract the other stains, we can send out service tech out to take care of the stains reported. Another option we can offer is to send out a ******* Steamer to do an overall cleaning of the whole piece but that would fulfill the service contract and close out the claim.  

• Initial Complaint

  Date:11/16/2023

  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 my furniture from ******** a couple of years ago. I was told that I have a full warranty on my furniture provided by Servco. My furniture is falling apart, and I have tears in the fabric of my couch. When I called Servco, they are basically picking and choosing what is under warranty. After filing two separate claims, ****** rejected them both. They are misrepresenting their warranty through ********. They basically cover nothing on the furniture. They are representing that it is a full coverage warranty.

  

  Business Response

  Date: 11/17/2023

  The service contract purchased is the *************** Pet 5 Year and it provides coverage for a broad spectrum of accidental specific incidents that are reported within the timeframe outlined in the service contract. As part of our standard claims process, ServeCo must obtain all necessary details to validate claims and ensure eligibility for full-service coverage. In this instance, the consumer reported two tears on their reclining sofa, but unfortunately, they were unable to pinpoint the specific cause of the damage.
  
  As per the terms outlined in the service contract, damages of unknown origin fall under the category of exclusions, as stated in the "What is not covered" section, under "General" (4th bullet down). The clause explicitly mentions "Any damages of unknown origin" as an exception to coverage.
  
  We would like to take this opportunity to reiterate that the service contract provided to the consumer at the time of purchase serves as a comprehensive guide on how to file a claim, along with detailed information about the specific coverages offered under the *************** Pet 5 Year plan.

• Initial Complaint

  Date:11/06/2023

  Type:Order 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.

  Filed a claim for a stain and damage to fabric of a couch I bought from lay z boy. I was told they would send out a service person to clean the stain and waited about three weeks without a call back to schedule. I had to call back and was told they would send me a cleaning kit that I had to do myself as well as saying the fabric damage would not be cover and the policy was no long effective. I then asked for a refund on the balance of the policy but was refused. I want a refund for this policy and for these two covered policy items fixed as I paid for this policy. This company as most warranties is a Ponzi scheme.

  

  Business Response

  Date: 11/06/2023

  We have researched this claim and are unable to locate anything with the name, number and email provided. Is the claim under any other name, number or email? 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20830680
  
  I am rejecting this response because:
  My name is ******************* ******************************************** claim number 310261
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/07/2023

  We are still unable to pull up a claim or service order with the information provided. Our claim numbers are the consumers phone number with no dashes, the claim number provided does not align with our claim numbers. Is there any other name or number the claim can be under? 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20830680
  
  I am rejecting this response because:
  I dont know what to tell you except maybe thats another problem that the company should address. *** called numerous times and the reps could find claim. My phone number is ************** and if you take out the dashes it is still **********. Ive also attached a text response confirming receipt with the claim number. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/10/2023

  Hello, 

  We were able to locate your claim and I have confirmed a service order has been created. You should (if you haven't already) receive a call from a service technician to confirm a good day and time for the service technician to come out and address your concerns. 

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20830680
  I have received your email and a text message about the pending call but as of this message I still have not been contacted. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 20830680
  
  I am rejecting this response because: I filed a claim for stain damage almost a year ago and have received a run around ever since. After filing a previous complaint ServeCo sent out a service tech who was unable to remove the stain and notified them of the issue. ServeCo then informed me they would replace the fabric as the warranty states but then I was told they would not. I have been waiting for a manager to return my call for over a week and have still not received a call or explanation. This has been a complete hassle and waste of time and effort and a theft of my money for service.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/11/2024

  We regret that the consumer feels as though their experience has not met the expectations they had when they purchased this service contract.  At the time of purchase, each consumer is provided with a copy of the service contract, which outlines the specific terms and conditions, requirements for service, and what is covered and not covered. We understand that it's crucial for our customers to have clear expectations regarding the scope of coverage provided by the service contract.
  
  The consumer reported Sofa has a stain on the right-side sitting seat and the back of the sofa where your **** meets the backrest and has some fraying, the worst area is the corner cushion. When asked the cause of the reported stains/damage the consumer stated, from a soft drink and normal wear and tear just from sitting on it. The service contract covers a wide range of incidents but does not extend services for fraying and/or normal wear and tear. Listed under the section Whats Not Covered it states, Damage caused by wear such as, but not limited to, the following: piling, pulls,snags, seam separation or fraying of fabric.  
  
  A service technician was dispatched to the consumers home to address the stain, but the stain was not able to be removed according to the service technician report because quote, stain still remains because stain has been sitting there for 6 months already. Referring to the service contract under Requirements for ****************** the 3rd bullet states Any stain or damage must be reported to SCS within thirty (30) days of the date that thew stains or damage occurred. Notify SCS by calling **************.
  
  ServeCo is happy to provide a comprehensive cleaning service for the consumer, with the understanding that we cannot guarantee the removal of all stains.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 20830680
  
  I am rejecting this response because:  I reported the spill well within the time frame per the contract. It is not my problem that you decided to delay the process for the amount of time that you did. The stain has been sitting because of your company delaying and playing games.  I have explained this possibly 30 times now to your reps and having to go through BBB. The contract also states that SCS will replace all or part of the affected area of the furniture. I used the cleaning kit sent to me. I had the technician clean the area. I even had your representative take the fabric code for replacement and then without any cause it was canceled. I have repeatedly stated that I dont even care about frayed fabric anymore but I want the stain fixed per this contract or I want a full refund for this useless coverage that frankly is theft of service which I paid for with the intention of being covered 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/11/2024

  ServeCo possesses the Ack number from the unit, which serves as a unique identifier for the part, enabling us to verify its availability. We will proceed with confirming the material's availability, and if it is accessible, we will promptly proceed with ordering the part to address the consumer's claim. ServeCo has already initiated contact with ******** to acquire this information and will update the consumer once we have obtained the necessary details.

  Customer Answer

  Date: 03/11/2024

   
  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:11/03/2023

  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.

  I purchased a ***************** lift recliner from lazy-boy furniture store in North Olmsted **** on Aug. 24, 2020. I also purchased a 5 year platinum protection plan from Serveco on the same day. The lift mechanism quit working in August of this year. I called lazy-boy in ****************** ************** they told me I have to deal with Serveco for repairs. i called serveco at ************** on 8/22/23 and talked with **** She told me lazy-boy would send out parts to repair my lift chair. When the parts arrived call back and they would send someone out to fix the recliner. After many calls to Serveco the parts arrived. I called and they sent **** to make repairs. **** came and determined lazy-boy sent the wrong repair parts. **** took pictures and contacted Serveco immediately. I when I didn't receive replacement repair parts I called serveco. I have talked to *** on 10/10/23, *** on 10/30/23, ******* and *** on 11/3/23. They all tell me they sent a message to lazy-boy and haven't received a response from lazy-boy's parts ***** All they can do is keep sending messages and hope for a ship date from lazy-boy.Can you please help to get my lift recliner repaired.

  

  Business Response

  Date: 11/06/2023

  
  The required component is the lift motor, but the initial part that was ordered was a footrest motor. The service technician discovered this during their visit to the consumer's home and promptly communicated this to ServeCo. Subsequently,ServeCo re-ordered the correct lift motor and arranged for it to be shipped directly to the consumer.

  Today, on 11/6, we received confirmation that the consumer has received the necessary parts. A service order has been initiated,and a service technician has been assigned to carry out the required repairs.

  ServeCo sincerely apologizes for any inconveniences caused by the initial incorrect part shipment. However, we are wholeheartedly dedicated to surpassing the consumer's expectations when it comes to the repair of the lift chair. Your satisfaction remains our top priority.

  Customer Answer

  Date: 11/07/2023

  A package arrived Saturday Nov. 4. I called Severco on Monday Nov. 6, 2023 telling them a package arrived. They said they would schedule a repair person to install the repair parts.

  

  Business Response

  Date: 11/09/2023

  Consumer is scheduled for 11/10/2023 to install parts needed for a successful repair. 

  Customer Answer

  Date: 11/13/2023

  The service man(****) came on Friday November 10th. He opened the box the repair parts came in.  He discovered Lazy-Boy sent the wrong repair parts for the second time.

  **** said he will contact Serveco and let them know.

   I called Serveco today and spoke with ******* and told her about the wrong parts being delivered for the second time. She checked the notes from the service man and called Lazy-Boy while I was on hold. After talking to their parts department, it was determined that my chair can't be repaired. She will contact the store where I purchased it to have the powered recliner to have it replaced. She said it could take several weeks to get the item replaced. I asked if she could expedite the replacement as I have a heart condition and I am told to keep my legs up. She will let them know I have a medical condition.

   I have lost confidence in Serveco and Lazy-Boy. I called Serveco on August 22, 2023 to report the recliner was broken and wasn't working. The service man has been out to my house three times since August he took pictures all three times. Repair parts were ordered. I received I incorrect parts twice. I talked to ***************************** and now ******* since August trying to have my chair fixed.

  Perhaps the Better Business Bureau can contact Lazy-Boy directly and expedite the replacement lift recliner.

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

   

  

  Business Response

  Date: 11/16/2023

  Due to an unsuccessful repair, we have moved forward with replacing the recliner for this consumer. The authorization for replacement was issued on 11/13/2023. The ******** store in which the consumer purchased from will be reaching out to complete the replacement process with the consumer. 

• Initial Complaint

  Date:11/02/2023

  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 am writing to complain about this business who is supposed to be paid by the company who manufactures the product to service their products. I have been attempting to resolve the problem since October 9th of this year. I have gone up the chain to their president who has been claimed to be working on the problem. They claim that they cannot do anything about making any attempt to correct the problem without having a serial number. I had even contacted the manufacturer of the product to which a representative stated that he looked at a floor model that he had available and also was unable to find a serial number. I have even sent the company photos to verify the fact. As to this point I have been stuck in a never-ending circle. Additionally this product is for our special needs son who's problems are getting worse, due to their lack of action. We have discussed attempting to seek legal counsel for the issue.

  

  Business Response

  Date: 11/03/2023

  We sincerely regret any confusion regarding your claim. Typically, our adjustable bases are equipped with a serial number, which enables ********************** to identify the specific base for servicing purposes. This serial number also aids in determining the base type and the corresponding parts required for repairs. Following a thorough review of your claim, a service order has been initiated. A service technician will visit your residence to inspect the base, gathering essential information to facilitate a successful repair process moving forward.

• Initial Complaint

  Date:11/01/2023

  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.

  We purchased furniture in June of this year. Due to the store closing it was advised for us to pay for a service agreement, which we purchased through Serveco. After receiving our furniture the loveseat would not recline properly or close. We immediately filed a claim with ServeCo. We submitted all the requested paperwork and followed up with numerous phone calls. Finally a service tech was sent out to our home and stated the whole underneath needed replaced. We again didnt hear back for quite sometime so we followed up. We were told that they (once again) needed a clear copy of our receipt which we sent and followed up to make sure they received, and they did. After another follow up call from not hearing from them they stated that there was nothing they could do because the store was out of business. After review of the contract it clearly states that replacement or reselection would be offered, however it was not and the only thing they stated they could offer was refund of warranty purchase. I was told by ServeCo that I knew this furniture was going out of business and should not have purchased this service agreement. The whole purpose of purchasing was to cover the furniture because they WERE going out of business and we would have available coverage for our purchase.

  

  Business Response

  Date: 11/02/2023

  The decision for this claim was based on the unique situation where ServeCo was unable to obtain parts from the manufacturer to complete this repair. We explored all options in efforts to obtain the part needed but was unable to. The store is closed so that prevented us from partnering with them on a replacement/reselection. In the service contract purchased by the consumer under Service Procedures in section 5.1.4 it states: If we are unsuccessful in repairing the stain or damage to your furniture, and we are unable to provide a replacement or reselection because, for example, the retail store location where you bought the agreement has closed, no longer carries Furniture Protection Connection agreements, changed ownership, or stopped selling furniture or you have moved from the original stores locations operating area since your purchase, we cannot provide a suitable replacement, we will provide you a refund of the purchase price of the agreement rather than a replacement or reselection.
  ServeCo and the consumer did come to an agreement and a refund of the service contract was submitted for $498.00. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20809443
  
  I am rejecting this response because:
  They had ample time to replace the loveseat while the business was still open. We purchased the extended warranty for that very reason. They drug their feet and we had to make numerous calls to them to check update. They NEVER called us to update. We filed this claim in July and they FINALLY sent someone out over
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/06/2023

  On 7/17, when the claim was initiated, a note was entered indicating that the store was in the process of closing or going out of business. When this happens, the store typically ceases to acquire new merchandise so even if they were opened in the remaining months, they were not processing replacements/reselections. We did not get the correct documentation in the form of a legible invoice receipt until 8/4. A photo of the invoice initially sent in is attached for reference.

  Subsequently, a service order was initiated on 8/10 and we set up a service tech to be dispatched to the consumer's home scheduled for 9/18. During the service visit, the technician offered assistance by lubricating the mechanisms, which led to improved operations but did not result in a successful repair. Following this, the service technician requested replacement parts, but we encountered a challenge as the manufacturer (LANE)had ceased operations, and the store where the consumer made the purchase had also closed.

  Given these circumstances, the next step in the service contract process is to refund the service contract. We initiated a check request on November 1st, the check was confirmed to be mailed today (November 6th)check number **********. The consumer was informed of this on November 1st and inquired about the refund amount. I informed them that it would be $498, to which they responded, "OK, just send it and close the case."

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20809443
  
  I am rejecting this response because:
  Clear documentation was e-mailed to ************************************ we called after it was sent to verify and was told it was received and satisfactory, at which time, they ordered the technician to come out. Then a month later we call to see what the status was and were told they needed another copy of the invoice, at which we complied and called to verify it was received. Another month goes by, WE call and are told the manufacturer ********* was closed. We examine are furniture and that name is no where on it. The invoice clearly states manufacturer is ******. Point is, they have lied continually and drug their feet to accommodate what an extended warranty is supposed to cover. The business had a contract with Serveco which was not honored. They state the check was mailed for the warranty refund, but once again, due to their neglect and fraudulent business practice, I doubt we receive that. They offered that only for us to go away because they know they are wrong. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/27/2023

  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 have a service warranty thru serveco warranty covers parts and labor for 5 years (we have owned the couch a little over a year) and received a call about a claim I made on a repair and they are not going to fix or reimburse us for the cost of the couch

  

  Business Response

  Date: 11/06/2023

  Upon our initial contact with the consumer, ServeCo recognized the unavailability of the required parts for the repair, which understandably caused some inconvenience.
  Initially, we offered a full refund of the service contract as our primary resolution.

  However, we acknowledge that this might not have been the ideal outcome for you. In light of this, we explored alternative options to better accommodate your needs.
  ServeCo has successfully placed an order for a new RAF ************ Recliner with iTbl (the complete single unit, as opposed to just the individual part) on the consumers behalf.

  An authorization for this order was transmitted to the store on November 3, 2023. Please be aware that the item appears to be currently on backorder, which may result in a slight delay in its availability.
  

  Rest assured, once the item is in stock and ready for delivery, we will promptly notify the consumer. Our team will work closely with the consumer to facilitate a smooth replacement process.

• Initial Complaint

  Date:10/11/2023

  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 an expensive sofa from Lazy Boy in 2020, and was sold a $400 extended warranty that I was told was great. I told them that my daughter had a cat and was told that any resulting damage was covered and to call the number on my receipt. Although the cat's front paws were declawed, his rear claws scratched the cushions when he ran across it. I covered the sofa to protect it and waited until my daughter moved out with her cat before filing a claim. Although the warranty was for 5 years, I was told by Serveco that it was not covered because it was deemed accumulative damage and that I had 30 days to report it. Their 'fine print' allows them to deny claims while keeping the hundreds I paid for their coverage.

  

  Business Response

  Date: 10/12/2023

  The service contract purchased is the ************ 5 yr. Plan. Outlined within the first paragraph of the service contract listed under Requirements for requesting service the 3rd bullet down it states, any stains or damage must be reported to SCNA within thirty (30) days of the date that the stain or damage occurred, notify SCNA by calling *************. Furthermore, listed under what is not covered 3rd bullet down it states, any accumulation of stains or damage, including stains, damage or buildup (as well as perspiration,hair and body oil) that occurs from repeated use, rather than from a particular incident.
  Upon initiating the claim process, it was reported that there were multiple scratches across the sofa, attributed to a year-long period during which a cat frequently ran across it. However, this damage was not reported when it initially occurred; instead, it was reported a year later. It is essential to note that the requirements outlined for filing a claim and maintaining the furniture, as specified in the service contract, were not met in this case. Consequently, we are unable to proceed with processing this claim under the terms of the service contract. Terms and conditions attached for reference. Thank you. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20726160
  
  I am rejecting this response because: I never used the word frequently with your rep. ***** your word. As stated, I took steps to to protect it at the time it occurred and waited until I was sure it would incur no future damage. The contract was sold to me with only your contact information in case I had a claim. It is now that Ive discovered your exceptions. Perhaps that is a buyer beware scenario, but as far as Im concerned, youre not reputable. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/12/2023

  Hello, the store from which you purchased your furniture and service contract should have provided you with a copy of the warranty, enabling you to review the terms and conditions in their entirety. It is not the responsibility of the service warranty company to provide that to you. On the initial call placed on 10/10 when you spoke with ********************** stated, I dont know the date the damage occurred, probably last year, the damages occurred overtime-there are some scratches on it. When asked if the damages are accumulated you responded yes.

  Listed in the warranty within the first paragraph of the service contract listed under Requirements for requesting service the 3rd bullet down it states, any stains or damage must be reported to SCNA within thirty (30) days of the date that the stain or damage occurred, notify SCNA by calling *************. Furthermore,listed under what is not covered 3rd bullet down it states, any accumulation of stains or damage, including stains, damage or buildup (as well as perspiration, hair and body oil) that occurs from repeated use, rather than from a particular incident. We have attached the call to this response for reference. 

• Initial Complaint

  Date:10/11/2023

  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.

  My chair broke. I was told in September that "****" was going to come and look at it, as it's still under its 1 year warranty. After waiting all day, he never showed up for the appointment. I called back. They set up another appointment. He didn't show up again. Then they told me I had the wrong Tuesday, that it was actually the following week. After the next week, he didn't show up again. No phone call or email informing me he couldn't make it. Then they told me that **** would call me when he is available. I'm tired of waiting and being strung along. I would like for someone to come out immediately!

  

  Business Response

  Date: 10/12/2023

  We received a service request from a client with whom we have a contractual agreement to provide services for their customers who are still within the 1-year manufacturer's warranty period. A technician was promptly assigned to handle the request and scheduled a service appointment with the consumer for 10/10. On the scheduled date, the technician reported to the consumers home, but unfortunately, the consumer was not present at home during the designated time. ************** made several attempts to contact the consumer, including knocking on the door, making a phone call, and sending a text message. However, there was no response, and in compliance with our standard procedure, the technician waited the required 10 minutes before having to continue with the scheduled route.
  In response to this situation, we have reassigned this service order to another technician company, and we have already confirmed with the new technician that they can be at the consumer's home within the next couple of days. During my conversation with the consumer, I provided an update on the situation, and I'm pleased to report that she expressed her appreciation for our efforts. She mentioned that she would await the call from the new service technician to finalize the scheduling of the service appointment.

  

  Business Response

  Date: 10/12/2023

  We received a service request from a client with whom we have a contractual agreement to provide services for their customers who are still within the 1-year manufacturer's warranty period. A technician was promptly assigned to handle the request and scheduled a service appointment with the consumer for 10/10. On the scheduled date, the technician reported to the consumers home, but unfortunately, the consumer was not present at home during the designated time. ************** made several attempts to contact the consumer, including knocking on the door, making a phone call, and sending a text message. However, there was no response, and in compliance with our standard procedure, the technician waited the required 10 minutes before having to continue with the scheduled route.
  In response to this situation, we have reassigned this service order to another technician company, and we have already confirmed with the new technician that they can be at the consumer's home within the next couple of days. During my conversation with the consumer, I provided an update on the situation, and I'm pleased to report that she expressed her appreciation for our efforts. She mentioned that she would await the call from the new service technician to finalize the scheduling of the service appointment.

• Initial Complaint

  Date:10/04/2023

  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 couch with a protection plan to cover damage, spills, etc. We filed a claim because our cat scratched two corners of the couch, and they will not cover the damage. They say it was cumulative damage, the damage happened on one day when we were at work. The main reason we purchased the warranty was at the advice of the sales associate who said she had used the plan to cover damage from her dog.

  

  Business Response

  Date: 10/04/2023

  Hello, 

  We apologize for the consumers frustrations regarding the outcome on their claim. When the claim was created, the issue reported stated the "cat scratched all pieces on the sectional and dog urinated on the cuddler." The photos submitted reflect damage to the fabric on numerous areas of the sectional and other stains that are visible but never reported. The *************** Pet 5 ************ contract covers a wide range of stains and damages as long as each incident is reported within the timeframe outlined in the service contract and does not display an accumulation of damages/stains. The scratches are throughout the entire sectional, which is simply not consistent with a specific or particular incident, as stated in the required elements of their contract eligibility.

  Customer Answer

  Date: 10/05/2023

  Good morning,
       I would like to take you through the events that have led us to this point.  We purchased our furniture from ********* on 11/19/22.  The sales **** ********** convinced us to purchase the EasyCare Protection Plan for $760 by telling us a story of how she was able to have her couch replaced when her dogs had ripped the fabric.  My son adopted a cat on 6/2/23.  On 6/15/23 I filed a claim with Serveco for damage the cat and my dog had done within this time.  I've attached a copy of the protection plan for reference.  As you can see on the plan, there are no instructions for filing a claim.  I called the number, and the representative instructed me to send photos of the damage.  She never gave me details on what exact photos would be acceptable.  I sent in photos of all the damage the animals had done.  I thought that is what they wanted me to do.  Again, the instructions and language in the plan are not detailed enough for what photos are considered "a specific incident",and the representative only instructed me to send in photos of the damage.  The next communication I had with Serveco was when they told me the claim was denied because they considered the damage to be cumulative damage.  There is no language in the plan that states anything about cumulative damage.  The language states from a specific incident.  The specific incident was the cat damaged our couch.  My dog also peed on one of the cushions and stained it.  When I asked if they would come out and clean that, I was told, "We can come out, but you can get the same stuff we use for $6 at ******* and do it yourself". Direct quote.  If the terms are a specific incident, then we would like to use the chaise lounge as that incident.  The cat damaged both corners of the chaise on one specific day when we were at work.  All the other tears in the fabric on the other pieces of furniture will not apply. We have been patient.  We have tried to explain what happened to Serveco and to ********* and have them only address the damage to the chaise lounge, but to date neither business has been willing to compromise or help us resolve this.  We are only looking to have the chaise lounge repaired or replaced per the terms of the plan. 
  The Protection Plan states: "Provides all coverage applicable to Fabric and Leather as well as: rips or tears cause by pets.  Puncture, cut, tear, or rip from a specific incident.
  We have one incident that occurred on one day, the damage to the chaise lounge.  I've also attached photos of that damage.   We are not asking for all the furniture of the sectional to be replaced, just one piece that was damaged on one day by one cat.   Our hope is that Serveco will work with us in some way to fix our this piece per the terms of their agreement.  Thank you in advance for your attention to this matter.

  

  Business Response

  Date: 10/12/2023

  The consumer initiated this claim on 6/12, reporting that their cat had scratched all pieces of the sectional, and their dog had urinated on a seat. Subsequently, the consumer provided photos illustrating the extent of the damage throughout the sectional, as well as additional stains that had not been previously reported. These photos, which are attached for reference,were instrumental in making our decision regarding this claim, as they clearly show the cat damage and stains present throughout the sectional.
  
  The consumer purchased the *************** Pet 5 Year warranty. In reference to the service contract terms, specifically the section titled "What is not covered," the fourth bullet point under "Improper maintenance, care, or use" clearly states that repetitive animal damages are considered preventable occurrences and therefore ineligible for service. Additionally, under the "General" section, it is mentioned that any accumulation of stains or damage resulting from repeated use, as opposed to a specific incident, is not covered.
  
  It is important to note that the consumer acknowledges the damages throughout the sectional but specified that the damage to the chaise lounge occurred in a single incident and requested that only that particular damage be addressed and repaired. However, our service contract is not structured to address damages in isolation. We evaluate and service the piece as a whole and cannot overlook unreported damages to solely address the specific damage the consumer is requesting repairs for.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20695408
  
  I am rejecting this response because: Serveco is just repeating the same response over and over again.  There was no instructions in the agreement on how to submit a claim and what criteria constituted a "specific incident".  If I filed the claim incorrect it is only because there were no guide lines telling me how to do it and what to submit.  They are holding to their position that because there were too many photos of snags, they will not even consider helping us with the one incident that did occur on one specific day.  They have shown no willingness to compromise or admit any culpability at all with the lack of formal instruction for claim filing.  They never addressed the comment about the stain to even apologize for the representative telling me to go to ******* and buy the cleaner and clean it myself.  The protection plan was not cheap, and Serveco has hidden behind the term accumulative which is not even in the agreement language.  I will ask one more time to see if they would be willing to repair or replace the chaise lounge as the one incident that occurred on one day.  This meets the terms of the protection plan agreement.  This is all we are asking.  
  
  ***********************************************

  

  Business Response

  Date: 10/17/2023

  There are clear instructions on the face of the Service Contract purchased. It states in bold/capitalized lettering:
  REQUIREMENTS FOR REQUESTING SERVICE:
  Failure to meet any of the following requirements can result in a denial of service under this protection plan.
  Third bullet down it states: Any stains or damage must be reported to SCNA within (30) thirty days of the date that the stain or damage occurred.Notify SCNA by calling **************.
  Accumulation is mentioned in the Service Contract.The verbiage is on the front page of the Service Contract. Under General it states: Any accumulation of stains or damage, including stains, damage, or soil buildup that occurs from repeated use, rather than 1 particular incident.
  Not too far below that clause there is also a repetitive damage clause: Repetitive animal damages are considered preventable occurrences and will not be eligible for service.
  In reference to the cleaning product that was suggested, the claim was considered non coverage and the service advisor who relayed this message to the consumer recommended a cleaning product that is used for those type of stains. It was simply a recommendation not a directive to order and use it.
  We can offer a prorated refund of the consumers warranty in the amount of $75 this would fulfill the warranty and close out the claim. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20695408
  
  I am rejecting this response because: we may have made a mistake filing the claim initially, but when we tried to correct the error, Serveco would not accept the explanation and refused to compromise at all.  They and lazy boy sold us the protection plan for $500, and they offer us $75 to try to compensate?  Unless they are willing to repair or replace the chaise lounge this conversation is over.  We are not satisfied with the customer service or treatment we have received from Serveco.
  
  ***********************************************