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:09/25/2023

  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.

  in July 2023 i reached out to ************************* regarding damages to my sectional sofa that was received in December 2022. we purchased an extended warranty at time of purchase. since july i have onky recieved communication by email continue to request more photos and videos of damages of couch. this is an $8000 sofa that already needs to be replaced/repaired. i was told at my original call that within 2 weeks i would have someone out to determine what needs to be done. over 2 months later no one has come. the person i have onky spoken to via email is *************************** **************** Representative ************************************************ O ************

  

  Business Response

  Date: 09/28/2023

  Hello,
  We apologize for the consumers frustration regarding the timeframe to complete the repairs on her sofa. The consumers sofa is still under the 1-year manufacturer warranty, and we have been working with the manufacturer to access coverage options. We have obtained approval and are moving forward with ordering the seat casings that are reportedly showing signs of wear. To proceed with the order, we kindly request the customer to provide the *** numbers found on the law tags for each unit. Our team has reached out to the customer for this information, and a voicemail has been left.

  Thank you, ServeCo.

• Initial Complaint

  Date:09/21/2023

  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 recliner from Lazyboy in Nov of 2020 with the 5 year protection plan from ServeCO North America. Within a year of having the chair there was an issue with the footrest reclining. A technician was sent to replace the part and that claim was handled. However, we continued to have issues with the mechanical portions of the footrest. The warrantly specifically covers this issue. In addition, the warranty services cover stains on the fabric. On 15 Jun 2023, I filed a claim for the issues with the mechanical foot rest and with a stain on the seat. A technician was sent to our home and he clearly told me he was not able to address the mechanical issue he was only here to clean the stain. He took picutres (as did I) of the condition prior to cleaning and after. He also took pictures of the buttons and showed that the foot rest did go up. I explained to him that while yes the foot rest still operates, it get stuck, pops and is unsafe to sit in when this happens. He reiterated that he was not a mechanic and could do nothing for the mechanical issue. I asked if someone else was coming to look at the mechnical part and he said yes. Weeks went by and nothing happend and the stain the as "cleaned' not had piles and fibers sticking up that were not there before the tech came out. On 15 Aug I called Servco and they authorized a full replacement of the chair, ******* said it was 2-3 week process. After 3 weeks with no contact, I called on 31 Aug and ****** said it was a 4-6 week process. Today, 21 Sept, it has been exactly 6 weeks with no contact. I called and spoke to ****** again and she said they just have to wait. After explaining this claim has been more than 3 months with no resolution and the impacts it put on nursing my child (not having this chair) they still said someone will contact me in 48 hours. This is unacceptable. I've paid ***** for this chair and warranty and I cannot use it. This company just gives you the run around.

  

  Business Response

  Date: 09/28/2023

  Hello,
  We apologize for the consumers frustration regarding the timeframe to complete the replacement of her recliner. The authorization for replacement was sent over to the store in which the consumer purchased her furniture on 8/15/2023. It can take up to 4-6 weeks to process and fulfill the replacement request. On 9/22 the consumer was contacted and confirmed with the representative from the store that she would visit the store during the upcoming weekend to make her new furniture selection. We have attempted to reach out to the consumer for a follow-up, but unfortunately, we were unable to connect, and a voicemail has been left.

   Thank you, ServeCo.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20636088
  
  I am rejecting this response because the company did not contact me, I had to reach out to the lazy boy store to find out the information and then I called the company back. The company called me today during business hours and I was working and unable to answer. They left a voicemail 1 hour ago and then responded to this complaint to say they could not reach me. The "replacement" has not occured. This process is STILL PENDING. I still have a broken chair in my home. The company gave the local store a credit of my original purchase price in 2020. The exact same item is still available for purchase, however, it will cost double the amount the company credited me. I would have to pay over $1,500 out of pocket to get a replacement of this exact same item. See link here ********************************************************************************************************************************************************************************************************** for item still in stock available from the company. 

  I understand credits are usually given if the item is no longer available. Fixing the chair in my home would cost less than how much I would have to spend to replace it with this UNACCEPTABLE credit from the company and still poor communication and lack of desire to actually resolve this issue. I received a call on Saturday, 9/23 from the representative "*******" who told me the customer service agent "******" was mistaken when she told me 4-6 weeks and I should have been told to contact lazy boy. Neither ******* or ****** were able to ever get me answers on this issue. I only received useful information from the lazy boy store directly. When I spoke to **************** explained that I cannot replace the chair with the amount the credited and she said she would put the claim in review and get back to me in 48 hours. I have not heard back from her. The only call I have recieved was today regarding this complaint. 

  Again, STILL HAVE A BROKEN CHAIR IN MY HOME! I have a warrantly to replace this item and Servco needs to pay IN FULL for the replacement, including shipping/delievery and taxes. 

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

  

  Business Response

  Date: 09/28/2023

  Hello,
  I received a call back from the consumer, who informed me that she was told she would need to cover any mark-up charges associated with the chair replacement. I clarified to the consumer that this is not our standard procedure and assured her that I would personally contact the store to address this matter.
  Following my conversation with a store representative, it was confirmed that the consumers description of the process is not in line with our usual practices. The store representative promptly reached out to the consumer to facilitate the replacement process, ensuring that the consumer fully understood and was comfortable with the procedure.
  I attempted to reach the consumer to reiterate that ServeCo has taken all necessary steps from our end, but unfortunately, I had to leave a voicemail.
  Thank you, ServeCo.

• Initial Complaint

  Date:09/14/2023

  Type:Customer Service 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 contacted serveco on November 1st 2022 about having my sectional repaired. After several months nothing was being done so I reported them to the BBB. They sent parts and sent a worker out for the sectional after my complaint. The worker informed me that the company sent the wrong parts and I would have to wait for serveco to contact me again. After waiting months again I finally emailed them and asked them what was going on. They informed me that the correct parts were ordered on 6/29/23 and would take ***** weeks to arrive. I am sick of dealing with this company that keeps putting off doing their job. Every time I contact them they tell me that it's going to take longer.

  

  Business Response

  Date: 09/19/2023

  ********************, 

  I apologize for the long wait time on the parts that come in from ***** for this particular manufacturer.I am not certain why we ordered parts, this is a fairly simple repair for a good craftsman. If it is acceptable we will send a different technician with the correct skill set and touch this up. 

   

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

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20601680
  
  I am rejecting this response because: this has been going on for almost a year now. Every time I turn it over to the BBB then suddenly it's going to get fixed and when I accept the offer and drop the complaint serveco doesn't come through. This is terrible insurance and I would like my money back. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/19/2023

  Ok, that is your prerogative. Your other option is to wait on the parts and we can install when they arrive. Let us know what direction you would like to go. *********************

  Customer Answer

  Date: 09/19/2023

   
  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. I would like a refund. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20601680
  
  I am rejecting this response because:
  I'm asking that my complaint against serveco be reopened due to the company telling me that they will refund my money and getting no response as to how or when that's going to happen.
  Thank you, *********************************
  

  
  

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:09/13/2023

  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.

  I purchased a ********** Recliner on 05/27/2018. I paid for the chair (on sale) on 05/27/18.My sales ticket #***-33918 was dated 07/30/18. I noticed worn spots on the chair in June.I started calling in ******************* but was put on hold many times. I finally did get through in August. I got through and it was to comfort care. I explained just what was happening. ***** asked me to send pictures. I did and never heard back. I called him back after a few weeks and was told to call ********(ultra shield ). When I did I spoke to a ****** who was rude and would not help at all. I feel I got the run around from the company that took my $125.00 and never even tried to help me. I would never recommend purchasing any type of protection from them!!!! I don't feel that it is something that ******** should handle BUT ****** should have explained just what the company does cover and what they don't. She should have also referred me back to ******** as I feel it was a defect but she was just plain rude and not helpful. What did I pay them for?

  

  Business Response

  Date: 09/19/2023

  Hello, It's unfortunate this consumer had a bad experience, I am elevating this to the ** of that department to address. We will work with ******** ************** to see the best course of action. Please allow 5 business days for us to receive any responses needed from the Manufacturer. 

• Initial Complaint

  Date:09/11/2023

  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.

  Originally filed claim for couch repair on 8/3/23. Received an email back confirming my claim and giving me a claim reference number. Sent all supporting documents with claim. Never heard anything. Submitted a contact form on 8/12/23 to find out status of claim. Received nothing. Called again 8/17/23. Was told by representative that they had no claim. She took information over the phone and told me to text copies of receipt and photo of the couch. I did on 8/19/23. Spoke to Serveco again on 8/22/23. They told me PEJ Logistics would contact me in ***** hours. They didnt. Called Serveco 8/30/23 and they again said PEJ Logistics would call in ***** hours. Nothing. Called PEJ Logistics on 9/7/23. Spoke to ********* She said she would check on it and call me back in 10 minutes. Nothing. Called again a few hours later and spoke to ******. Then I was hung up on. Tried to call Serveco again on 9/11/23 but when I hit option 3 all I get is music. Waited 30 minutes for someone to answer then finally hung up. I paid $1000 for a 5 year warranty at ******** for a high-end leather sofa and loveseat. One of the mechanisms for a reclining end of the couch is broken. Cant get anyone out to fix it.

  

  Business Response

  Date: 09/15/2023

  Hello, 

   

  I am very sorry for the bad experience. I have escalated this to the management team to respond. We will repair this piece of furniture. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20585048
  
  I am rejecting this response because:

  The business has made no attempt to contact me to have my couch repaired.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/25/2023

  Hello, This furniture has been repaired. Please close this case. Thank You!!!

• Initial Complaint

  Date:09/08/2023

  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.

  Protection Plan purchased through Lazy Boy with the purchase of a leather recliner. Leather on the leg rest has surface issues which is clearly covered in the protection plan. Servco would not even send a tech out to look at the chair. I feel this plan is a total scam!

  

  Business Response

  Date: 09/15/2023

  Hello, 

  I have reviewed this claim and although this is consistent with accumulation from skin contact with the leather we will send a technician to touch up the  area to the best of their ability. This is specifically mentioned in the program. This particular case appears to be the result of an accumulation of human or pet hair and body oil. The reason this is not covered by the program is because in this case the finish has been compromised by lack of maintenance or a buildup of contaminants over time and is not attributed to an incident.
  
  The process starts as a build-up of body/hair oils, environmental conditions, lotions, medication etc. that excretes through human or pet skin and hair. Once the topcoat finish has been affected by this condition the leather begins to dry out and become brittle.With use the leather flexes and moves and as this happens the topcoat finish develops hairline crack called fissures. These fissures allow the body and hair oils and other contaminates to penetrate the leather finish and then work their way under the topcoat. As this becomes progressively worse the topcoat starts to lose its bond with the epidermal layer.
  
  When the finish is compromised color loss from abrasion and cleaning the leather surface occurs. This is evident by the fact that the leather did not present these attributes in other areas where contact with skin or hair has not occurred. Over time, this gets progressively worse,and the leather finally breaks down to the point of cracking and peeling. 

  Customer Answer

  Date: 09/15/2023

   
  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:09/06/2023

  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 Aug 12, 2021 I purchased a 5 year protection plan for $658 for a couch purchased from Joybird. This protection plan was HEAVILY marketed as protection from all sorts of accidental damage, most importantly, pet stains. At the time my dog was completely trained but we recently got a new puppy who had a few urine accidents over the course of 2 days. I immediately reached out to serveco who promised a response within 48 hours. It took two weeks for them to even acknowledge my report. They then took another week to respond that this wasn't covered as it was "an accumulation of damage and not one single incident," even though it was all in one area. This simply makes no sense and makes the entire contract almost impossible to use for anything worthwhile. A regular steam cleaning costs about $100 and I could have gotten more than 6 of those for what I paid Serveco. AVOID at all costs.

  

  Business Response

  Date: 09/07/2023

  Hello, It is  unfortunate  that  this customer is unhappy with the results of this claim. the claim was initiated on 8/17/2023 with the following description. **NEW ONLINE CLAIM** Please give a brief description of the stain or damage. Pet/Urine stain, multiple on the couch What was the cause of the stain or damage? Pet And on what date did that stain or damage occur? 08/01/2023 As you are facing the furniture, what area, specifically, is affected by the stain or damage? Multiple seat cushions. As is documented by the consumer, "Pet/Urine stain, multiple on couch". This is the statement  that lead to the denial. These programs are underwritten and therefor the claim needs to meet  all the criteria for service for the insurance company to pay-out for the claim. With that said, ServeCo is willing to have the unit cleaned and the technician will clean the unit to the best of their ability, however ServeCo will not guarantee 100% removal. Please let us know if this is an acceptable resolution. 

• Initial Complaint

  Date:09/05/2023

  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 initially contacted the business in March of 2023 after my table was damaged. They did send out a technician to fix it, but the technician couldn't fix it. Per ServeCo Furniture service agreement they would replace or fix the furniture that is under warranty. As of September 2023 they have done neither. They stopped responding to my claim updates and calls.

  

  Business Response

  Date: 09/07/2023

  Hello, 

  I am sorry that this claim did not progress they way ************** had expected. Unfortunately Puritan Furniture where the furniture was purchased has closed many years ago. Please refer to the Terms & Conditions of the plan purchased under section 5.1.4 it states that if the retail store has closed that ServeCo will provide a refund of the purchase price. That is what we have done. ************** was informed of that on 9/5/2023. 

  Thank you. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20558261
  
  I am rejecting this response because:
  I would  prefer the option in section 5.1.3 of choosing a replacement of the table from your online catalog or option 5.1.5 section of cash settlement.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/20/2023

  Hello, 

  Unfortunately that option is not possible, Unfortunately the online catalog company went out of business and we have not found a new company to use to this point. The only option is a refund of the Service Contract . 

• Initial Complaint

  Date:09/01/2023

  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.

  My wife and I purchase a couch and loveseat from Houstons **** Furniture on 3/12/2020, also at this time we purchased a 5 year warrenty from Serveco for ******. We had a stain (grease) on one of the cushions for ************* and after contacting Serveco and waiting several weeks they sent us a cleaning kit to repair the damage ourselves claiming they could not find anyone in our area to facilitate repairs. We took our complaint to the store and they said this company is so bad they quite doing business with the and agreed to refund ******, which they did. We would like the other ****** from Serveco.

  

  Business Response

  Date: 09/06/2023

  Hello, 

  I am sorry that this ****************** has had a bad experience. Unfortunately I can not find any sales data or claim data for *************************, the phone number provided in this communication or the e-mail address provided in this communication. I will need the name, and phone number of the individual that purchased the furniture. These plans are not transferable. Please attach the original sales receipt and complete Service Contract, Terms & Conditions so we can help you further. Thank you. 

  Customer Answer

  Date: 09/06/2023

  Servco sent me an e-mail saying they were going to send ***************************** a check for ****** and wanted me to verify addrsss. This I did and then they sent an e-mail asking to recall the first e_mail. ***** has sent servco all the  requested some time ago. 

  

  Business Response

  Date: 09/08/2023

  Hello, 

  The reason the e-mail was recalled is due to the fact all this communication needs to be in the BBB file for these complaints. It took several hours from one of our agents to locate the claim. The Name, Phone Number, E-mail Address, or Physical address on the BBB complaint did not match the information filed on the ServeCo claim. The check is in process. I would like the BBB to close this complaint. 
  

  Customer Answer

  Date: 09/08/2023

  ***************************** has already sent all the information they need to issue her a check. Although we bought the couch and love seat together she wrote the check so any refund should go to her..

   

  

  Business Response

  Date: 09/19/2023

  This has been resolved, we will be sending a check for $100.00

• Initial Complaint

  Date:08/31/2023

  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 the pet protection plan for $464 dollars alongside a couch from joybird about a year ago good for 5 years. Here is a link describing the plan: ********************************************************************* . On august 18th, my dog got sick on the couch, primarily vomit. She defecated once on a single cushion. I submitted the claim on august 18th. I was told I would hear back in ***** hours. I heard nothing. I called again on august 29th. I was told they could do nothing but ask the representative assigned to my case to contact me. They would contact me in ***** hours. No word. I called on august 31st. The agent accosted me saying the claim had been denied because of the f**** I said no one contacted me and okay the f**** is gone and even dont clean that cushion clean the others. Very rude. I Asked to speak to manager. I was told this was impossible. Finally she said I could call back at certain time. I did. This all was on a recorded line. She told me that the representative had contacted me on the 29th. I told her no, I contacted them and wasnt able to get ahold of the representative. She then told me the representative hadnt been able to get ahold of me because she has been in meetings. I asked her to clarify, and if she meant to tell me the representative had been in meetings for 80 straight business hours since my claim had been filed. She told me that that was exactly correct. I pointed out the absurdity and also stated I dont see how that is my issue even if true. Then she told me my claim was denied because of accumulation. I pointed out it was a single event which is explicitly listed as covered in policy and different from accumulation. She kept saying it was cause of accumulation. Both people spoke to previously admitted not an accumulation cause single event and vomit is covered. I want a full refund for the service. This company should not exist- takes people money and then refuses to provide service or even contact people when they try to use it.

  

  Business Response

  Date: 09/01/2023

  Hello, it is unfortunate that this consumer is unhappy with the service provided. We will send a technician to the home to attempt to clean the areas in question. we can not guarantee complete success since the areas are so wide spread. If ************ agrees we will send someone out to clean to the best of their ability. 

  Customer Answer

  Date: 09/01/2023

   
  Better Business Bureau:
  
  The marketing of this service as a pet protection plan on joybirds website is very misleading. Their interpretation of their terms is so narrow I cannot think of a real world application where it can actually be utilized. Having to go through BBB and several weeks of waiting to utilize my $500 dollar pet protection service is absurd. Further, to have a manager tell me I hadnt been contacted because an employee was in 80 hours straight of meetings is absurd. If you are going to lie, do it better. That said, I am not going to change this businesses deceptive practices single handedly. This cleaning is all I wanted. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *********************