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.

close

Find a Location

ServeCo North America has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

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:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from this company when we bought a catnapper sectional. I was told that if a stain occurred that would not wipe off, then they would come out and professionally clean it. I kept all of the paperwork. So, we did get a stain on the sectional that would not wipe off with water. I was thought it was a grease stain but was not positive. I completed a service request including pictures with ServCo and after about a week, they responded with a request for more photos and asked more questions. Then I heard nothing for almost a month so I reached out to them. No response so I emailed them again. Finally they responded that my stain was not covered under the warranty due to the fact I was unsure of the cause or exactly when it occurred. So, if I had been dishonest and made up a date. ( I had informed that I did not know the exact date but it was a couple of weeks before reporting that I had noticed the stain.) they would have covered it. I truly feel that they will find a reason to not honor their warranty.

  

  Business Response

  Date: 05/09/2025

  After a thorough review of the service request submitted by the consumer, ServeCo regrets that we are unable to proceed with coverage under the terms of the Protection Plan. The service request involves stains of unknown origin that occurred approximately two months prior to the time they were reported. The consumer noted that the stains were initially treated using water and a rag.

  As outlined in the Protection Plans terms and conditions, consumers are required to report any eligible accidental damage within 30 days of the incident. Additionally,the Plan specifies that stains must be blotted with a dry, clean cloth only,and not treated before ServeCo has the opportunity to assess or provide guidance. These steps help ensure the integrity of the service request and improve the likelihood of successful service.

  Further,under the WHAT IS NOT COVERED section of the Plan, it clearly states that Stains or damage from unknown origin do not qualify for coverage. Because the origin of the stain could not be identified and the 30-day reporting window had passed, we were unable to approve the service request under these provisions.

  We understand that Protection Plan coverage details can sometimes be overlooked,and we empathize with the consumers frustration. While we must remain consistent with the plan's terms to ensure fairness among all ******************************** is available to review any questions the consumer may have regarding their plan documentation and coverage.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23240054
  
  I am rejecting this response because: I did notify them the day I noticed the stain and that I was almost certain it was from grease. I did not try to clean it because I thought that would void the warranty. I sent the required pictures. Then they responded requesting more photos, which I sent. Then I heard nothing from them for almost a month. I ended up contacting them again an finally received a response  which was the rejection. I was trying to be completely honest with them but now I realize that all of the back and forth was a ruse to make the consumer believe their case was being considered. They never intended to help me. It is obvious they look for any loophole they can find.  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond to the consumer's continued concerns.
  

  We have thoroughly reviewed the details of this service request,including all documentation and communication. The denial of the original service request was based on three specific terms outlined in the Protection Plans Terms and Conditions, which unfortunately disqualify this particular service request.

  With that being said, in an effort to provide a positive consumer experience, we are offering a one-time courtesy cleaning of the affected area. Please note, however, that while we will make every effort to clean the unit, we cannot guarantee 100% stain removal. Additionally, we cannot be held responsible for the appearance of the unit following the cleaning, as results may vary depending on the nature of the stain and material.

  If the consumer approves this offer, we can send them a courtesy service letter to sign and return and we can move forward with opening a service order for the cleaning. Consumer can reach out to ********************************** if they would like to proceed.

  We remain committed to assisting the consumer within the scope of the Protection Plan coverage.

  
  

• Initial Complaint

  Date:04/16/2025

  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 from ******* March 2024 which uses ServeCo as the product insurance. Reached out to ServeCo due to chair breaking, wood snapped inside it audibly, and furniture ripped due to this as well. Whole chair broke in less than a year. They claim to have a 48 hour response time. I had to reach out myself after a week because no one called or emailed me. They had poor response times the whole email chain, and claimed this wasnt covered under their insurance. As you can see, the furniture is ripped due to the breaking of it internally. It does not specify where the rip or tear needs to be. Therefore, it should be covered and replaced.I would like the recliner replaced.

  

  Business Response

  Date: 05/09/2025

  We value the opportunity to address this matter and clarify the decision regarding the consumers recent service request under the ServeCo Protection Plan.
  After a thorough review of the service request and supporting documentation, we determined that the condition of the consumers unit does not meet the criteria for repair or replacement as outlined in the terms and conditions of the Protection Plan.
  

  The consumer reported, Something snapped in the chair, audibly heard when sitting in it.Chair is lopsided now, unable to use recliner part. Universal structural damage.
  

  The Protection Plan purchased is the ********** Silver Protection Plan and the specific coverage is listed below:
  

  WHAT IS COVERED:
  

  This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVERED section of this Protection Plan as the result of a specific incident: Fabric, Leather & Vinyl Upholstered Furniture:
  All Stains
  Puncture, cut, tear, or rip from a specific incident
  Any cigarette burn from a specific incident
  
  Wood Furniture:
  All Stains
  Scratch, *****, or chip that penetrates the finish
  Heat marks from hot food, beverages, or dinnerware
  Any cigarette burn from a specific incident
  Lifting or bubbling of veneer
  Chip or breakage of glass or mirrors
  Loss of silvering on mirrors
  Failure of integral electrical components in wall units or cabinets
  

  Unfortunately,the Protection Plan purchased does not provide coverage for mechanical,electrical, or structural failures, including internal frame damage or functional breakdowns. This limitation was explained to the consumer during the service request review process. While we genuinely regret that we were unable to meet the consumers expectations in this instance, ServeCo must adhere to the terms and conditions explicitly outlined in the Protection Plan to ensure fair and consistent service for all policyholders.

• Initial Complaint

  Date:04/16/2025

  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 have adjustable bed for my disabled parent. We purchased 8 months ago. It has taken almost 2 months to file claim and get part and schedule technician. The technician was suppose to come today and we just received call to reschedule 4/29. Another delay!!! This was suppose to be rush due to health issues!!!!!

  

  Business Response

  Date: 05/09/2025

  We understand and sincerely regret the frustration the consumer has experienced, especially given that the adjustable bed is being used for a parent with health concerns. Please know that ServeCo takes these matters seriously, and we are actively working to bring this to resolution as quickly as possible.

  The initial service request was submitted on March 17, 2025, and a service order was created on March 19, 2025. A technician visited the home on March 21, 2025, and, based on the issues observed, requested a master control module and an ********* cable with pair button. Once the parts arrived, the technician returned to the home on April 16, 2025, to complete the installation.

  Following that service, the technician identified further issues and determined that replacement of both the head and foot motors would be necessary. ServeCo is in the process of ordering those parts, and once we receive confirmation that they have shipped, we will immediately open a new service order and prioritize dispatching a technician for installation.

  We acknowledge the urgency of this situation and are doing everything we can to expedite the process. We will continue to closely monitor this request and ensure it remains a top priority moving forward.

• Initial Complaint

  Date:04/09/2025

  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 purchase a sectional on 02/17/2023 from Quality Furniture and added extended warranty called SERVECO 5-8 year warranty. My sectional broke and SERVECO has gave me the round around stated the parts is back ordered. It has been over a year and my sectional is completely sinked in and NO repairs has been done.

  

  Business Response

  Date: 05/09/2025

  We appreciate the opportunity to provide additional context and address the concerns raised by the consumer.

  The consumer purchased a sectional from Quality Furniture on 02/17/2023 and subsequently submitted multiple service requestseight in totalregarding issues with the furniture. When the initial concerns were reported, the sectional was still within the one-year manufacturers warranty period. ServeCo communicated this to the consumer on several occasions, explaining that repairs during that time fell under the manufacturers responsibility.

  Despite this, new service requests continued to be submitted. As the furniture eventually moved beyond the manufacturers coverage period, ServeCo began processing the claim under the extended Protection Plan. We clarified that issues such as loss of foam resiliency are specifically excluded under the terms and conditions of the plan. However, as a courtesygiven that the spring-related concerns were first reported within the manufacturers warranty periodServeCo agreed to move forward with ordering parts to address the spring issue.

  It has been confirmed that the necessary parts have now arrived at the retailers warehouse. ServeCo is currently working with Quality Furniture to obtain the warehouse address so a technician can retrieve the parts and complete the in-home repair. We will be contacting the store today to help expedite this process and ensure timely resolution.

  We sincerely regret the delays the consumer has experienced and appreciate their ongoing patience. ServeCo remains committed to resolving this matter promptly and restoring the furniture to proper working conditions.

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  Breeze *********

• Initial Complaint

  Date:04/07/2025

  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 Lazy boy motorized recliner about 2 yrs ago. The motor quit functioning so we called Lazy Boy on 2/28/25. We had purchased the extended warranty so they suggested we contact Serveco. We did that and they created a claim. They said they would have a technician contact us within 4 BD. After more than 10 days I called back and they said they would send an e-mail with a link so we could upload the pictures they needed to verify the purchase and determine which parts to order. I uploaded the information and they said the technician would contact us within 2 business days. On 3/13 the tech called and said he had what he needed and would order the part and that we should call in when we received the part. On 3/26/25 I called back as we hadn't received the parts. I was told it was ordered and would be here 3/31/25. I called on 3/31/25 as nothing arrived and I was told it was shipped on 3/31 and should be here by 4/3/25. The part arrived and I called immediately to schedule a tech to come out. I was told that someone would call within 48 hours. I called 4/7/25 as no one contacted us and I was told there was no available tech in my area. I asked what that meant and she said they would get to it as soon as they had someone available. I expressed my frustration with the horrible customer service. We also called Lazy Boy and complained to the sales person that sold us the recliner. I filled out a complaint on line and got a call from ***** at Serveco. She apologized and said she would send a $25.00 gift card to make up for some of our frustration. I also tried many times to use the web site that the phone message while I was on hold suggested since they were experiencing a very high volume of calls. The web site said they would contact us if they needed information. I also spent 1 hour and 45 minutes on hold waiting for a *** but their business hours ended before anyone answered and I was just left on hold. I want our chair ***aired.

  

  Business Response

  Date: 05/09/2025

  ServeCo understands the consumers concerns and appreciates their patience throughout the service process. ServeCo received the initial service request on February 28, 2025, and promptly began gathering the necessary documentation and photos to evaluate the service request accordingly.

  Parts were ordered on March 26, 2025, and were delivered to the consumer on 4/3/2025.The consumer was provided with the tracking information via email and once the parts were received, a service technician was scheduled and dispatched.

  The repair was successfully completed on April 11, 2025. The technician installed the required components, including the support tube subassembly and drive toggle connector with washer kit. At this time, we can confirm the chair is repaired and functioning in accordance with the manufacturers standards.

  
  ServeCo acknowledges the consumers concerns and the expectations they had for the service experience. We sincerely apologize if at any point we fell short of meeting those expectations. As a gesture of goodwill and to express our apologies, a gift card was offered and accepted by the consumer. We hope this demonstrates our commitment to making things right and maintaining a positive customer experience

• Initial Complaint

  Date:04/03/2025

  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 filed a claim with them on 3/17 for my chair that seems to be broken when rocking. I am not sure how it happened, having dealt with them (unsuccessfully) in the past I knew I had to be as specific as possible. I put on the claim that my son (who's 25 lbs) may have jumped into the the seat but I don't know what happened. The coverage we purchased stated accidental damage was covered. I have received zero correspondence from ServeCo despite claims I would be contacted. I called today and they told me my claim has been denied from abuse to the chair. This is the second time I have attempted to use the policy that we purchased, and Serveco denies coverage. They operate in bad faith and have no intentions of fulfilling upon the purchased and agreed conditions of repair or replacement. I am seeking that my chair be repaired or replaced, or I plan to escalate this to my state's AG. This company should not be allowed to operate in this bad faith manner.

  

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to respond to this complaint.
  ServeCo received a service request on March 17, 2025,regarding a chair that was reported to be making a clicking noise and bumping the ground on one side when rocking. In the consumers own description, it was noted that their son had been jumping on the chair and that the issue may have resulted from that incident. Specifically, My son was jumping on the seat,its possible something was damaged then.

  We understand the consumer's frustration, particularly when it comes to expectations around what is and isn't covered under the Protection Plan. Upon review of the submitted service request, the damage was determined to fall outside of coverage based on the terms and conditions of the Protection Plan. Specifically, under the section titled WHAT IS NOT COVERED, the plan excludes coverage for:

  Improper Maintenance, Care or Misuse: Stains or damage resulting from the improper use or misuse of furniture, including the use of furniture beyond the purpose for which it had been designed.
  

  Mechanisms & Components: This Protection Plan does not include Service needed on Parts as a result of any of the following: Any problem not involving a defect.
  In this case, the description of the damage including the chair being rocked with impact from jumping was deemed consistent with stress or misuse rather than a manufacturing defect or covered accidental incident. We recognize that this determination may be disappointing, especially when a product is used regularly in a family environment.
  

  ServeCo strives to process all service request fairly and in accordance with the agreed-upon terms of the Protection Plan. We appreciate the consumer taking the time to share their experience and welcome any additional documentation or clarification that may assist in further review. Our goal is always to be transparent and responsive while upholding the integrity of the protection program.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23154796
  
  I am rejecting this response because:

  this product was sold in bad faith and was never intended to be honored. I said my son jumped into the chair. I dont recall saying jumping as a continual process because thats not what has occurred. I dont know what caused the problem because weve been using the chair since it was purchased in 2021. Im not the manufacturer so I dont know what caused the clicking. I just know that I purchased a plan that should be covering it. If youre refusing to fix it, I would like a refund for the services that I paid for.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/14/2025

  Our service requests are processed based on the information provided at the time of submission. Unfortunately, once a service request is submitted with specific details, we are not able to make adjustments to the report retroactively. This process ensures consistency and fairness in how service requests are reviewed and evaluated.
  

  With that being said, we are committed to resolving this matter appropriately. We will move forward by sending the consumers service request to our ***************************** so they can calculate the pro-rated reimbursement amount for the Protection Plan. As soon as we receive that information, we will issue a check, which the consumer can expect to receive within 10 business days.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23154796
  
  I am rejecting this response because: This is a formal demand for a full refund from ServeCo. The protection plan was sold under false pretenses, with no intention of delivering the services represented at the time of purchase. This constitutes fraud and a violation of consumer protection laws.
  
  ServeCos actions amount to deceptive trade practices, and I have submitted a formal complaint to the Office of the ************************** of Consumer Protection. If this matter is not resolved promptly with a full refund or repairing the chair, I am prepared to pursue all available legal remedies, including but not limited to  seeking restitution through small claims court, and requesting a formal investigation into ServeCos business practices.
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  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 a sectional that power reclines from steinhafels on 12/30/2022 The corner piece of the sectional is no reclining and now pretty much feels like you fall in to a hole when you sit on it. I contacted VIPCare ************ on 3/3/25 to let them know. I provided proof of manufacturer tags and pictures of the issues. I was told that they would let me know when the part would come in for the repair. In the meantime time we noticed that some do the reclining mechanisms are glitching and also our child pocked on of our cushions with a pencil accidentally. Our arm rest got scratched by our cat. We purchased the warranty plus pet protection. I have notified them of these additional issues on 3/28/25 and have requested an update and have not heard anything back at all. They are literally ignoring their customers and repair of one of the seats is not sufficient at this time as there are more issues.

  

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to respond to this complaint.

  The consumer purchased a power-reclining sectional from Steinhafels on 12/30/2022 and initially contacted VIPCare (ServeCo) on 3/3/2025 to report that the corner piece felt unstable when seated. A seat core was ordered to address that issue.

  On 3/28/2025, the consumer reported additional issues,including intermittent malfunctioning of other reclining mechanisms, a cushion puncture caused accidentally by a child, and a scratch to the armrest first reported as unknown then later changed to Pet Protection.

  Updates were provided throughout the process, including an explanation that we must first assess the damage and attempt repair before considering a full replacement. The consumer was not satisfied with this approach and expressed a preference for the entire unit to be replaced. As part of our standard warranty process, we require an in-home evaluation to determine the best course of action and identify any needed parts.

  At this time, a service order is open, and a technician visit is scheduled for May 9th. Once the technicians report is submitted and reviewed, we will have a clearer understanding of the extent of the damage and the appropriate next steps to resolve the issue in line with the warranty coverage.

  Customer Answer

  Date: 05/09/2025

  The technician came over today and inspected. Waiting for a response from Serveco

  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to the consumers complaint.
  

  As noted in our previous response, a technician was dispatched to inspect the sectional. Following the technician's evaluation, a detailed service report was submitted recommending three parts for repair: the *** seat casing, LSF armrest casing, and wedge seat core. This information was forwarded to our parts department for processing, and a confirmation email was sent to the consumer advising that the necessary parts had been ordered.

  If you have any further questions or concerns, please feel free to reach out. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23144958
  
  I am rejecting this response because: that isnt reasonable repair. The sectional corner piece creaks so bad that it sounds like it will break. I do not want visible repair patching on my sectional. Even if the pieces were repaired the sectional would look insane with the patch work and all of it still not being fixed. The technician that came out himself said that it would be very visible and different color material that would not match the current material because of age. This doesnt address all of my concerns in regard to the problems submitted. I was told that the parts were ordered back in March when I submitted a complaint and it would take up to 12 weeks. Its almost been that time frame and no word on anything actually getting resolved from this. ************ is a scam! 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/22/2025

  Thank you for your follow-up regarding the consumers service request. We understand their concerns and want to clarify our position.

  As previously discussed with one of our supervisors, the consumersconcerns have been reviewed in detail. At this time, we will not be replacing the sectional. Per the terms and conditions of your TOTAL CARE $20K 5 YEAR VIP PET PLATINUM PROTECTION PLAN, under the section titled SERVICE PROCEDURES,the policy states:
  SCNA may replace all or part of the affected area,component, or piece of furniture. Dye lots vary and furniture may fade over time, so replacements may not exactly match the color of non-replaced areas.Replacement parts may be new or rebuilt or refurnished as determined by SCNA.

  Full replacement is not guaranteed under the plan, and **** maintains discretion in determining whether repair or partial replacement is appropriate.
  In the consumers case, our technician assessed the damage and determined that a repair is possible. As such, we are moving forward with that course of action and have ordered the necessary parts.

  We understand the consumers dissatisfaction but based on the policy terms and the technician's assessment, we will proceed with the repair as the appropriate resolution. If you have any questions about the process or next steps, please let us know.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23144958
  
  I am rejecting this response because: those policies were not communicated to us upon purchase and a copy of such was never furnished otherwise there would be no point in purchasing the extended warranty.  This isnt suitable as a repair as the sectionals structural components arent sound and the couch sounds like to will fall apart any time you sit on it. The time frame isnt suitable as the couch may fall apart in the mean time. Another 12 weeks may not be soon enough for any repair.

  This is just terrible business and serveco should be out of business for falsely selling this warranty to customers and then giving them the terms and conditions once there is a problem and the consumer tries using the warranty. 

  I still stand by full replacement of all affected pieces. 

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

• Initial Complaint

  Date:03/29/2025

  Type:Customer Service 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 adjustable base and submitted my warranty claim back in August after providing proof of purchase. Spoke to a *** in which they stated that the legs have bordered and we are now still pending the legs after 6 weeks.

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and please accept our sincere apologies if the consumer felt that updates regarding your repair have been lackingwe understand how important timely communication is and truly regret any frustration this has caused.

  We understand how frustrating and inconvenient it has been to wait for the replacement legs for the consumers adjustable base, especially after initiating their service request and proof of purchase back in August. We acknowledge that the extended timeframe for obtaining the necessary parts is not acceptable, and we are truly sorry for the inconvenience this has caused.

  To help resolve this matter as quickly as possible, we have moved forward with processing a full replacement for the consumers unit. We are pleased to confirm that this replacement has been processed and submitted, and the consumer should receive confirmation and tracking details shortly, if not already.

  The consumers satisfaction is very important to us, and we are committed to ensuring this issue is fully resolved. If you have any additional questions or need further assistance, please dont hesitate to contact us.

• Initial Complaint

  Date:03/26/2025

  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 sectional sofa roughly a year and half ago and bought the serveco extended warranty. A service claim was submitted around March 2024 and was approved and I received an email in May 2024 saying the part was being delivered and please give ***** weeks for it to arrive. The part never arrived and I called multiple times and each time I would get the same answer that the parts manager would look into it further and then contact me back which never happens. It is now a whole year later and still no answers, I am beyond frustrated and would not recommend this company to anyone

  

  Business Response

  Date: 05/09/2025

  ServeCo appreciates the opportunity to respond to this complaint and sincerely apologizes for the frustration and inconvenience the consumer has experienced.

  ServeCo has asked for numerous updates regarding the necessary part, and, despite continued follow-ups, we have not been able to secure one. We acknowledge that we should have identified this issue sooner and prioritized the consumers needs by exploring alternative options for resolution.

  With that in mind, we have decided to look into a replacement for the affected unit. We are committed to ensuring this replacement is processed as soon as possible so the consumer can enjoy their furniture as originally intended.

  We appreciate the consumers patience and regret the experience they have had. ServeCo remains dedicated to resolving this matter promptly.

  
  

• Initial Complaint

  Date:03/25/2025

  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 am extremely disappointed with the after-sale support and warranty process for my ********************* Table and the extend warranty through ServeCo. I purchased the table in November 2024 from the *********** store, along with a 5-year furniture protection plan through ServCo. Within just one month of delivery, bubbles began appearing on the surface of the table.When I visited the store to report the issue, I was told to contact ServCo for repairs. After waiting two weeks, ServCo denied my claim #****** and said that this damage was due to an unknown cause, and informed me that this issue should be covered under the manufacturer's warranty. When I reached out to ******* customer care again, they claimed that ****** should handle the repair because it is not a manufacturer defect, and I had purchased their protection plan. This back-and-forth has gone on for weeks, with both parties refusing to take ***************** a customer, this experience has been incredibly frustrating and unacceptable. I expected better from a premium brand like *******. Instead of resolving the issue promptly, they have wasted my time and energy by "passing the ball" between their service providers. I regret my purchase and would not recommend ******* to anyone seeking reliable customer service or warranty support.

  

  Business Response

  Date: 05/29/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you've encountered regarding your ************** table and the associated Protection Plan.

  ServeCos role is to administer and uphold the terms and conditions of the Protection Plan purchased. We understand how disappointing it is when an issue arises, and the resolution process does not meet your expectations. Please allow us to clarify the basis for our decision.

  When you submitted your service request, you reported, The surface of the ************* table has a bubble. When prompted for the Cause of Damage you indicated, Not sure how that happened. We noticed the wood veneers top has a bubble.

  As stated under the WHAT IS NOT COVERED section of the Protection Planspecifically under the General subsection it states, Any stain or damage from an unknown origin is excluded from coverage. Based on the information provided in your service request, the issue fell within this exclusion, and therefore, we were unable to approve the request.

  Please note, it is our obligation to remain consistent and fair in how we process service requests, adhering strictly to the Protection Plans terms and conditions that were agreed upon at the time of purchase.

  Once again, we apologize for the experience you've had, and we remain available to address any further questions or concerns you may have.