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

  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:08/22/2023

  Type:Sales and Advertising 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 bought a 5 year service contract at the time I purchased a high end leather couch (Leather Italia) for $199. The couch is now two years old and only used for half the year as I go south for the winter. On August 4, I filled out the claim form informing that the color was starting to come off at the head rest. I received an email stating they had received the claim and I would hear within ***** hours. I called ServeCo on Aug 21 (17 days after putting the claim in). The claims adjuster explained they did not have a repair person in my area then put me on hold. When she returned then went on to explain that they were denying the claim based on normal wear and tear. Everything was all right until she put me on hold. I think the main reason was they do not have a repair person in my area. So if I had any more claims ( 3 year balance) I am sure they will deny any claims. Since there is no repair person I asked for my original purchase price $199 be returned to me. The claim adjuster said " I can not do that". Because of the situation I think I should have $199 returned to me and end the service Agreement. Enclosed copies of the original purchase receipt and picture of damage. A repair person could redye the spot in less then an hour. I have no ***** claims before this one. Thank You. *****************

  

  Business Response

  Date: 08/25/2023

  Hello, I reviewed this claim and i do agree with the denial. As is specifically mentioned in the program. This appears to be a case 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 product or the leather did not present these attributes during normal cleaning and care.  Overtime, this gets progressively worse and the leather finally breaks down to the point of cracking and peeling.

  With that said, i will be willing to send a technician to touch up the area to the best of their ability. as is seen in the picture there is a dark spot where the peeling has taken place, that is hair or body oil build up. That oil is deep in the leather and the technician will do his best to tough up the spots. 

  Please let me know if this is acceptable. 
  

  Customer Answer

  Date: 08/25/2023

   
  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,
  Will there be a repair rep. in my area?
  *****************

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service contract with Serveco Contract ******. I contacted them 7 1/2 weeks ago, I filled out all the paper work and sent the photos they requested The day I contacted them. I have not received ANY phone calls I have made and can not get anyone to advise me of ANYTHIN. When I call I get the run around, that they will let my "adjuster" a message to call me. She has never ever returned any phone call. The other girls tell me that she has to give me up dates. I also emailed the ** of the company, and the **************** top dog. Again, I have gotten nothing from anyone. I call every week and leave messages. Last week I got short with the girl who answered the phone. I was told the parts have been ordered and their suppler has "cash their check". Again, she was leaving a message for the "gal" to call me with more update. Guess what, a week later still nothing. I need my furniture fixed, I paid good money for this plan and get absolutely NOTHING from them. The longer it takes the more damage it is doing to my furniture. Someone needs to contact me. I was advised 7 weeks ago that once the parts come to my house I have to call them back and then I will have to wait for a service tech to come repair it. Really more of a wait. Last time they came out for another piece of furniture it took an additional 5 weeks. This is totally unacceptable it will be three months or more since I first reached out. I want my furniture fix, period, end of discussion. The worst customer service of any company!!!!! It should not take me complaining to BBB to get service.

  

  Business Response

  Date: 08/16/2023

  Hello,
  I am following up on the complaint from ************. I would like to start by saying we have done a lot of work for ************.
  We have had multiple claims and replaced multiple parts. The first was submitted on 4/27/2022 and was completed and closed 9/30/2022.
  The next claim was submitted for the same issues on 7/10/2023 parts were ordered on 8/7/23. The process is not fast as sometimes parts need to be manufactured or imported from overseas. We confirmed parts were ordered and vendor received a check. On 8/7/23 @4:56pm. The next day 8/8/2023 @ 1:13pm ************ called in for an update and was given the information that the parts were on order. On 8/9/2023 ************ called in wanting another update and unhappy with the answer that the parts were on order she escalated and asked for a manager. On 8/15 the escalation was sent to the President of ServeCo to handle, however by the time he could gather all the information this BBB complaint has been filed. Our policy is that once a consumer contacts the BBB it is out of the agents hands and in the hands of the Escalation Team.
  Here is the transcript of the communication with *************** you can see there is no lack of communication with ************.
  
  Status   Notes    Created Created By         Action
  Communication RECLINING LOVESEAT - *** *** IS CAVING IN NO SUPPORT AND CRUSHING - *** SEAT IS SINKING IN HUSBAND NOTICED IT ABOUT 2 WEEKS AGO BUT THE **** ***** BLEW HIM OFF BUT SHE NOTICED IT LAST NIGHT ****** ONE OF THE SEATS ARE SINKING AS WELL - SHE NOTICED IT LAST NIGHT AS SHE CHECKED AFTER SHE NOTICED THE LOVESEAT          2022-04-27 12:37:22      ****************************;       
  Documents and Photos Requested          Please provide the following information in order to process your claim. Overall photo of the item reported Photos of the areas of concern Purchase receipt Phone number Submit to *********************************** or text to ************              2022-04-27 12:37:40      ****************************;       
  Documents uploaded sent to CSR            ****** VOICE 2022-04-27 15:29:19             *********************;    
  Communication CUSTOMER CALLED IN - ADVISED WE NEED BETTER PHOTO OF THE RECEIPT, WARRANTY, OVER ALL OF LOVE SEAT    2022-05-03 14:47:10             **********; 
  Documents and Photos Requested          RECEIPT, WARRANTY, OVER ALL OF LOVE SEAT         2022-05-03 14:47:17      Sandy  
  Documents uploaded sent to CSR            DATA DESK         2022-05-03 16:13:20             *********************;    
  Emailed/Called Consumer for Update     CALLED AND SPOKE WITH THE CUSTOMER AND LET HER KNOW THAT WE DONT COVER THE RESILIENCY OF THE **** OF THE CUSHIONS - HOWEVER THE *** OF THE ***** MIGHT POSSIBLY BE FRAME ISSUE - SHE SAID SHE DOESNT THINK ITS **** RESILENCY ISSUE - SHE THINKS SOMETHING IN THERE IS BROKE. I TOLD HER I WILL GO AHEAD AND SET UP A WORK ORDER TO GET A TECH OUT TO INSPECT ALL OF IT AND SEND US A DETAILED REPORT THEN WE WILL GET BACK WITH HER ON WHAT IS COVERED AND BEING REPAIRED AND WHAT IS NOT COVERED. SHE WAS HAPPY WITH THIS         2022-05-04 11:05:29              ********************************;  
  Work Order Created       empty   2022-05-04 11:05:36      *********************;  
  Communication ******* LOVESEAT Heavy Use Mfg Defect Construction issues Parts Needed Tech observes premature wear in the cushion core of the *** seat on the loveseat, all springs are intact. Customer also complains of cardboard caving in on arm but tech just pushed up and reinforced with more cardboard. Does not need cushion core, needs mech. Mechanism is dropped down on *** side, 13 Photos ******* **** Normal Use Customer Caused Accidental Damage Parts Needed Tech observes that the mechanism is bent and dropped down, causing sinking.         2022-06-03 11:42:17        ******* *************;       
  Communication CUSTOMER CALLING IN FOR UPDATE. SHE WAS TOLD BY TECH THAT WE ORDERED PARTS AND SHE WOULD HAVE THEM IN A WEEK AND ITS BEEN ALMOST 2 WEEKS. CUSTOMER IS ASKING FOR REP TO CALL HER AND LET THEM KNOW WHATS GOING ON.  2022-06-10 17:52:07              ******************************;        
  Emailed/Called Consumer for Update     Hi, I am reaching out regarding the service appointment. The tech requested parts and after repair of the arm caving in he noticed the mechanism needs to be ordered as that is why the right side seat is sinking. I apologize for the delay of letting you know the next step but I have reached out tot eh manufacture to get parts cost and availability. Once I receive information on parts orders and tracking I will let you know.          2022-06-11 08:19:07      ******* Stephens        
  Pending Response from MFG      SENT FOR PART COST TO GEORGIA              2022-06-11 08:33:26      ******* Stephens        
  Communication Thank you for the update. Please make sure you saw, the mechanism is for both the sofa and loveseat, as originally reported. Thank you I will wait to hear back from you. **************************;        2022-06-13 17:13:15             ****************************;       
  Communication GEORGIA -Ack ***** Eta 6/27   2022-06-13 17:13:34              ******* *************;       
  Emailed/Called Consumer for Update     CALLED CUSTOMER FOR ETA OF THE **** FOR THE ****** I WAS ADVISED IT WAS FOR A **** AND LOVESEAT BUT THE ***** REPORT WASN'T DIRECT - I DID PUT ORDER FOR THE *** **** FOR THE LOVESEAT - SHE WILL RECEIVE THE **** **** ON 6/27 BUT WILL RECIVE THE *** **** FOR THE LOVESEAT ON ANOTHER DELIVERY - I LET HER KNOW WHEN SHE HAS BOTH ****S THEN WE WILL INSTALL BOTH ON ONE VISIT      2022-06-13 17:22:56      ****************************;            
  Pending Response from MFG      SENT PART COST FOR THE *** **** FOR THE LOVESEAT  2022-06-13 17:23:19      ******* Stephens        
  Communication Ack ***** Eta 6/28 Thanks ***************************;       2022-06-14 15:18:38        ****************************;       
  Emailed/Called Consumer for Update     CUSTOMER KNOWS TO CONTACT US FOR INSTALLATION ONCE BOTH ****S ARE RECEIVED            2022-06-14 15:19:24        ******* *************;       
  Parts Ordered   empty   2022-06-14 15:20:10      ******* Stephens        
  Communication Letting you know we received one "1" mechanism Saturday. I will let you know when the next one arrives. Thanks **************************;     2022-06-21 11:40:01      ****************************;       
  Emailed/Called Consumer for Update     Ok, thanks for letting me know.              2022-06-21 11:40:14      ****************************;       
  Parts Ordered   PENDING SHIPMENT      2022-06-21 11:40:26      ******* Stephens           
  Communication Hey *******, This is ************************* what is the latest on my furniture repair? Both mechanism have arrived. 2022-06-24 16:48:05              ******* Stephens        
  Work Order Created       GUEST RECEIVED PART 2 ****S FOR ONE ON EACH SIDE OF **** AND LOVESEAT - ********* TO INSTALL - PARTS IN HOME   2022-06-24 16:49:21      ****************************;       
  Cleaning Product to Consumer  Tech replaced *** mechanism on the loveseat. Tech checked for functionality before departure            2022-07-20 13:21:12        **********; 
  Closed Claim      empty   2022-08-22 10:17:17      ****************************;       
  Communication Hey *******, This is *************************. I had a claim on my loveseat and sofa months ago. My sofa is once again dropping down on the left side, the same as before.You all had them come out and he did replace the mechanism it worked for about two months now it is dropping again on recline. Do I have to make a new claim or go from my other claim. Thanks for your help. ************************* ************ *************************************************************;  2022-09-01 10:41:45      ******* Stephens        
  Emailed/Called Consumer for Update     Thank you for letting us know. You dont have to file another claim as I attached you email and a rep will be in contact with you.            2022-09-01 10:42:28      ******* Stephens        
  Emailed/Called Consumer for Update     Is the damage to the sofa on the same side as before?     2022-09-01 15:23:07      Sandy  
  Communication from customer - Yes, it is.            2022-09-03 12:42:33              Sandy  
  Work Order Created       lets see if its mech again or another issue----if its mech its wouldnt be covered since we replace already    2022-09-03 12:44:08             Sandy  
  Communication TECH NOTES - ******--Tech observed that the *** seat sits lower than the rest of the seat, the other seats are high. The seat tech believes is prematurely breaking down. Possibly needs a cushion core. It is the most sat on seat. They would like replacement due to unhappiness with quality of furniture 2022-09-30 17:28:42      Sandy  
  Communication TECH NOTES - LOVE SEAT---- Tech observed that the right side of the loveseat cushion core has premature wear, it sits lower and is visibly lower than the left seat.They will need a cushion core for the loveseat.            2022-09-30 17:28:58      Sandy  
  Denied DENIED FOR CORE DECOMPRESSION - PFP WARRANTIES DOES NOT COVER THIS       2022-09-30 17:30:21      Sandy  
  Emailed/Called Consumer for Update     CALLING CUSTOMER - ************ - TO EXPLAIN DENIAL - SHE SAID SHE BOUGHT C*** FURNITURE AND C*** WARRANTY - I STATED IM SORRY SHE FEELS THAT WAY AND SHE HUNG UP ON ME            2022-09-30 17:31:08      Sandy  
  Closed Claim      empty   2022-09-30 17:31:12      **********; 
  Communication **NEW ONLINE CLAIM** Please give a brief description of the stain or damage. The sofa if looking at it the right side drops down when reclining. I do not know how to take pics and upload on the claim. I have tied 6 times to call and have no success reaching a live person. Again I do not know how to upload pics to put on this site. Someone will have to contact me. This is the same problem as before on the Sofa not the loveseat. EXACT same problems as before. No way to take a picture of the problem. it is internal, the seat drops down when you recline. Again if you are sitting it is the left side. What was the cause of the stain or damage? Poor manufacuring And on what date did that stain or damage occur? 07/09/2023 As you are facing the furniture, what area,specifically, is affected by the stain or damage? Facing the sofa is the right side sitting on it left side           2023-07-10 17:56:34      *************************;  
  Documents uploaded sent to CSR            DOCUMENTS UPLOADED WITH ONLINE CLAIM  2023-07-10 17:56:38      *************************;  
  Communication CUSTOMER CALLING IN FOR AN UPDATE. GAVE DD INFORMATION FOR AN OVERALL AND MFG TAGS             2023-07-13 10:05:42             ******* McDaniel          
  Communication ADVISED I WILL GET THIS OVER TO THE PARTS DEPARTMENT TO LET HER LOOK INTO ORDERING THE ****ANISM              2023-07-13 10:09:14      ******* McDaniel          
  Documents and Photos Requested          OVERALL, MFG TAGS OFF COUCH              2023-07-13 10:09:35      ******* McDaniel          
  Documents uploaded sent to CSR            ****** VOICE 2023-07-13 12:47:59             *************************;  
  Communication CUSTOMER CALLING IN--ASKING FOR UPDATE--ASKING FOR CALL BACK--WONT BE BACK HOME UNTIL 12       2023-07-21 08:38:11              ***************************
  Communication TEXT MESSAGE FROM CUSTOMER: What is going on with my claim this is not good customer service????  *******************              *************************;  
  Emailed/Called Consumer for Update     CUSTOEMR CALLING IN FOR AN UPDATE--ADVISED HER THAT HER EEP DOESNT GET HERE UNTIL 9AM--SHE SAID THAT SHE JUST WANTS TO KNOW WHATS GOING ON           2023-07-24 09:00:37        ***************************
  Emailed/Called Consumer for Update     CALLING CUSTOMER TO ADVISE I AM SENDING THIS TO THE PARTS DEPARTMENT TO LOOK INTO THE AVAILABILITY OF THE ****ANISM          2023-07-24 09:14:56      ******* McDaniel           
  Parts Required  *** ****ANISM OF THE ****  2023-07-24 09:15:45              ******* McDaniel          
  Pending Response from MFG      TO GEORGIA: Good afternoon, I hope you are having a wonderful day so far! Please see attached cost request form, please review, and advise if you have any questions. Thank you! 2023-07-25 16:28:19        ******** William            
  Communication I still have not received my parts. This is beyond unacceptable. Its been over a month since I started this claim. I need an update. ************************* ************        2023-08-07 07:23:28      ServeCo             
  Communication $50.00 *** approx $30.00 ***************************** **************** Southern Motion Fax#************ ***************************             2023-08-07 12:35:50      ********************************;  
  Parts Required  GOT WITH *** - SHE IS ORDERING THE PART ADN CALLING CUSOTMER        2023-08-07 12:36:09      *********************;  
  Communication TO ******: Hey ******, Please process this check request for parts for this customer. Thank you!   *******************      Kaylesha *******
  Pending Response from MFG      PENDING CONFIRMATION CHECK WAS RECEIVED AND PART IS ON ORDER BY MFG ---- ONCE CONFIMATION IS RECEIVED WILL CALL CUSTOMER TO ADVISE        2023-08-07 16:54:31              ******** William            
  Communication CUSTOMER CALLED IN FOR AN UPDATE ON CLAIM---ADVISED OF THE PENDING PART ORDER 2023-08-08 13:12:49      *************************************;
  Communication CUSTOMER CALLED IN REQUESTING TO SPEAK TO A SUPERVISOR - ADVISED CUSTOMER PART HAS BEEN PLACED ON ORDER - WE ARE JUST PENDING CONFIRMATION FROM ******* THEY RECEIVED PAYMENT AND THEM TO ADVISE ETA - CUSTOMER STATED SHE HAS BEEN TOLD PARTS HAVE NOT BEEN ORDERED LAST WEEK - YESTERDAY WAS TOLD ORDERED - CUSTOMER STILL REQUESTING TO SPEAK TO A SUPERVISOR - ADVISED CUSTOMER I COULD GET HER INFO OVER TO A MANAGER AND ASK THEY REACH OUT ASAP        2023-08-09 09:52:06      *****************************;            
  Manager Review             This PFP customer is requesting to speak to a manager. Best Regards, 2023-08-09 09:55:59      *****************************;            
  Communication Escalation Sent to ***** 2023-08-16 07:54:30      ServeCo             
  Communication Consumer initiated a BBB complaint.I have a service contract with Serveco Contract ******. I contacted them 7 1/2 weeks ago, I filled out all the paper work and sent the photos they requested The day I contacted them. I have not received ANY phone calls I have made and can not get anyone to advise me of ANYTHIN.When I call I get the run around, that they will let my "adjuster" a message to call me. She has never ever returned any phone call. The other girls tell me that she has to give me up dates. I also emailed the ** of the company,and the **************** top dog. Again, I have gotten nothing from anyone. I call every week and leave messages. Last week I got short with the girl who answered the phone. I was told the parts have been ordered and their suppler has "cash their check". Again, she was leaving a message for the "gal" to call me with more update. Guess what, a week later still nothing. I need my furniture fixed, I paid good money for this plan and get absolutely NOTHING from them. The longer it takes the more damage it is doing to my furniture. Someone needs to contact me. I was advised 7 weeks ago that once the parts come to my house I have to call them back and then I will have to wait for a service tech to come repair it. Really more of a wait. Last time they came out for another piece of furniture it took an additional 5 weeks.This is totally unacceptable it will be three months or more since I first reached out. I want my furniture fix, period, end of discussion. The worst customer service of any company!!!!! It should not take me complaining to BBB to get service.        2023-08-16 15:05:16      ServeCo
  
  
  With all that said ********************* closed for business shortly after ************ took delivery of her product.
  Per the terms of the Service Agreement in section 5.1.4 it specifically states that: The retail store location where You bought the agreement has closed or no longer carries ServeCo North America Agreements, we will provide you with a full Refund of the Purchase Price of the Agreement.
  This means ************ is only entitled to the refund of $149.00. Now we have had technicians to the home three times, we have ordered and paid for parts plus shipping, and we have handled all the administration for this process.
  We will be willing to refund the cost of the warranty in the amount of $149.00 for ************ and close the claim on our end. Once confirmed we will mail the payment.
  Thank you and regards,
  *********************
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20477862
  
  I am rejecting this response because:I paid for this contract from Serveco not the furniture stores. I totally do not what they are saying in why it matters if the store is closed or not. No where in the contract does it say the furniture store has to still be open. I have no complaint from prior service. This is the service where no one could give a darn about CUSTOMER SERVICE. Also **** no one ever called me show my response they can't it never happened. No call on **** either. No call on 8-9 either. No supervisor call from 8-9 to **** that is not customer service. I want my ******************** repaired period no refund do what they have promised for the last 7 1/2 weeks. Again I do not see where the store has to still be in business!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2023

  I'm sorry to hear that. We have gone above and beyond since your first claim. The Terms & Conditions are there to help us both navigate the process. Technically we could have refunded your warranty on the first claim, however we try to help as much as possible. We were attempting to do the same for the second claim. It is very clearly spelled out in the Terms & Conditions that if the store goes out of business of does not sell our product, our responsibility is to refund the warranty price. Since we have spent far more than $149.00 I think we have been very fair in trying to work with you. Additionally you did not purchase the Agreement from us, you paid the store for the contract, it's on the sales receipt. We are the administrator & obligor. I would like to extend the offer one more time if you would like our help as described in my previous response. I am making you this offer and remember, you will still have the parts that have already paid for by ServeCo so in the event you want to complete the repair yourself you have the funds to do so. Again, I think we are being very fair. Please let the BBB know of your decision. 
  Regards, 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20477862
  
  I am rejecting this response because: we will accept the full refund, and the parts. Your immature, and unprofessional comment about "if you can afford" is soooo unprofessional! I will not stoop to your level. You have strung us along for 7 1/2 weeks and only replied after I got the BBB involved. I would like proof of the parts order and a full refund. 

  Also what you sent BBB is only what YOUR customer NO service people noted not a full transcript of the actual conversation. Again, the worst customer service I have ever dealt with. Hopefully your unprofessional handling of this matter will get better service for the next customer. Which I doubt since it happened multiple times to me.

  Again, a full refund and the parts. Again I am dumbfounded how unprofessional you have handled this matter
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:

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

  Regards,

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

  

  Business Response

  Date: 09/07/2023

  Mediation is accepted by ServeCo North America. 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 5 year Serveco protection plan with my JoyBird couch. After about a year there was a crack in the supporting beam of the couch and a small amount of damage on one of the fabric of the cushions. They denied my claim because it was considered "cumulative" damage and only covered a one time incident. Wait..... what? That makes no sense, first off it wasn't but even if it was, thats ridiculous . I was upset, but then moved on. About a few months later our puppy chewed several wholes in the cushions. So I put in another claim. This time it was denied because I had already put a claim in that was denied and you can't put in more than one claim. What? Are you serious? Then they called and said that I didn't have pet protection, BUT I DO. Which I told them and they said that it wouldn't matter because there is more than one place with damage and they only cover it if there is a one time, one spot damage. That's insane! It does not say any of this on their policy. Then she had the nerve to tell me to enjoy my warranty after she just told me that there was no way for me to ever get a claim approved. Please BBB look into this company it really is false advertising and it is not fair. I spend a ton on a protection plan for my couch that was just them ripping me off and I can clearly see from what other people have said that they do it all the time. They are misleading people and it is not right. I have had other protection plans and have never had this issue. They just make up excuses as they go and if you have reasoning to back up your claim then they just come up with another excuse. Please, please look into what people are saying about them, it's just not right what they are doing.

  

  Business Response

  Date: 08/09/2023

  We apologize that this claim was not covered at this did not turn out the way ****************** had hoped. The first claim was reported as follows. 

  Please give a brief description of the stain or damage. There are several stains on couch that I have to scrub out. There is also an issue where thread is coming apart. There is a broken piece of wood sticking out the bottom of couch.

  When ****************** reported to the BBB this is how she stated the damage. After about a year there was a crack in the supporting beam of the couch and a small amount of damage on one of the fabric of the cushions. These statements, while similar paint a different picture. 

  The service contract is an accidental & occurrence based plan, have an accident, report it and get it fixed. By allowing several stains to accumulate along with other damages is considered accumulation.

  ****************** indicated to the BBB that she had pet coverage. 

  The plan she purchased is the Life Happens Plan; the documentation she submitted with the plan details clearly does not cover pet damage.

  That being said, we will refund the price ****************** paid for the protection plan $99.00. 

   

  Customer Answer

  Date: 08/10/2023

  The company is saying the plan cost $99, I paid $384 for my plan. That's almost $400 for a protection plan that is almost impossible to ever actually use. If this is the way they do business, fine, but they should be clear about these terms, it is very, very misleading and not a fair way to do business. To say that you can't have damage anywhere else on the furniture for them to cover a problem that should be covered. I have already been told that they will never cover anything because there is more than one area of damage and it was "cumulative". Even though I told them that the broken wood on the bottom was not it was from a one time incident. I would like the full refund for the cost of the plan $384. I am very upset that the woman I spoke to told me to "enjoy my warranty" after telling me that there would never be a scenario that would be covered.

  

  Business Response

  Date: 08/11/2023

  My apologies , the original invoice provided was quite blurry and the original agent put in $99.00 into the field for warranty price. We will refund **. ******* $384.00.. 

  Customer Answer

  Date: 08/11/2023

   
  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:08/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2023, I purchased a table from Weekends Only. They were going out of business so the table was on sale and they talked me into the warranty as well. My total cost was $1,562.44 for the table which has one broken chair (which could not be put together as the k*** on the stretcher part of the chair broke in the predrilled hole) and a broken s**** in another chair which is put together but cannot be tightened or taken apart if needed. I contacted ********* to see about replacing or repairing the chairs at the end of February and they still have not fixed the issue or tried to remedy it at all. They do not reach out, when I call I get the same answer of "the worker reached out to so and so and is waiting to hear back", and recently my husband has called a few times since every time I call and email, I get nowhere. When my husband has called, he has been put on hold indefinitely or hung up on. We are never allowed to talk to the "worker" working on our claim, only the person who answers, which leads me to believe nobody is actually working on our claim. I even reached out to who I thought was the manufacturer of our table and they asked me to have ********* contact them but they are not able to do much as the true "manufacturer" is Weekends Only since they sold the chair because the original manufacturer discontinued this particular table set. Weekends Only neglected to tell me that, but that is another issue. We were promised with the warranty that damage would be repaired and if it could not be repaired, we would get a refund or replacement. We would like two new chairs or our money back and I mean the cost of the table, not the warranty.

  

  Business Response

  Date: 08/05/2023

  Hello, we sincerely apologize for the inconvenience and the time it is taking to resolve this claim. The warranty document indicates in section 4.1 that the furniture must be delivered damage free. 

  4.1.  This Agreement only covers new Furniture that You Purchased and must be:
  4.1.1.     Free of stains and damage when delivered or installed in Your U.S. residence. Preexisting stains and damage are not covered.

  With that being said we were trying to help ************** get the situation rectified and ran into several roadblocks. The store went out of business, the manufacturer discontinued the item so we could not get the parts to repair or replacement items. We will not be refunding the entire purchase price of the set for damage that is not covered by the service agreement. As an accommodation to **************, we can send a repair technician to the home, at our expense, to repair the items to the best of their ability. We can not make any guarantees on the outcome but we have highly skilled technicians in our network. 

  I hope you find this satisfactory. 

  Customer Answer

  Date: 08/05/2023

   
  Better Business Bureau:

  Someone coming out to repair it would be great. Nobody ever told us about products coming damaged or I would have reached out to Weekends Only before they closed. When can we get a technician out to look at this?
  

  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:08/03/2023

  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 ******** sofa on 24 Feb 21. As part of my purchase I bought a Fabric Lifetime Protection Plan for $159.96 from ServeCo. ServeCos agreement states that they will cover accidental stains or damage. They list puncture, cut, tear, or rip from a specific incident. under item 11 of the What is covered section of the agreement. On 6 June 2023, an article of clothing got hooked on one of the threads on the back of our sofa and created a tear/rip. On 7 June 2023, I filed a claim with ServeCo, On 13 June 2023, a representative from ServeCo called me and stated the claim was not covered because it was a snag. The term snag is used under the what is not covered section, specifically related to Wear and Tear Caused by Repeated Use (over time). The damage to our sofa was the result of a one-time accidental damage. ServeCo is taking the word snag out of context and using semantics to deny what should rightfully be covered. In fact, the following website lists as synonyms for snag as catch, tear, rip, or hole. (**********************************************************************). I requested a reconsideration. On 21 June ************************************************************************************************** the meantime, I had my sofa repaired so we could continue to use it without causing additional damage. I asked if they could reimburse me $182.00 for the repair. The upholstery representative described the damage in his receipt as a tear within woven fibers. I pointed this out and provided a copy of the receipt. On 11 July 2023 I received a call from a ServeCo representative who informed me my claim would not be covered because it was a snag. I asked if they could explain in writing their decision. To date, I have not received anything in writing from ServeCo . I am requesting reimbursement of $182.00 for repairs for a covered incident.

  

  Business Response

  Date: 08/04/2023

  We apologize for the consumer's frustrations regarding results in their claim. In the interest of consumer relations, we will offer a full reimbursement of the service call in the amount of $182.00. Please advise. Thank you, ServeCo. 

  Customer Answer

  Date: 08/06/2023

  I want to provisionally accept their resolution to provide a full reimbursement of the service call / repair  in the amount of $182.00.  However, before I officially close the complaint, I would like to actually receive the reimbursement.  I need to know how they plan to reimburse me as well (EFT to my bank or physical check in the mail) and the time frame they anticipate it will take for me to receive the reimbursement. 

  1.   Do I go through the BBB to convey this information to the company or should I contact them directly?  If I should contact them directly, is there someone at the company who deals specifically with BBB complaints and resolutions with whom I should speak?  If so, please provide the contact information. 
  
  
  2.  How do I annotate the BBB complaint management system to indicate I provisionally accept their resolution pending actual receipt of the reimbursement?
  
  
  3.  Is it possible for the complaint to stay open in the system until I actually receive reimbursement?  If they are able to send reimbursement via EFT to my bank, it should only take up to another week I would think. If they mail a physical check, it might take a bit longer.  
  
  
  Thank you very much for assisting me in resolving this issue with ServeCo.  
  
  
  *****************************
  *********************
  ************

  

  Business Response

  Date: 08/08/2023

  ***************************** will be handling this reimbursement. She will she will send the proper documentation over to accounting today and a check should be issued by Friday. 

  Her e-mail is ************************************

  Customer Answer

  Date: 08/14/2023

  I have provisionally accepted ServeCo's agreement to provide reimbursement for the repairs.  That is what I had asked for in my initial complaint.  I am told a check was to be mailed by ServeCo to our home address on Friday, 11 August.  I was told to allow up to ten days for the check to arrive.  I would like to keep the complaint open until I actually receive the physical check.  

  Thank you, the Better Business Bureau,  and ServeCo for working together to help resolve my complaint. 

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

  

  Business Response

  Date: 08/15/2023

  Hello, 

  A check was issued on 8/11/2023, and sent to the mail service to be mailed. 
  

  Customer Answer

  Date: 08/19/2023

  I received the check from ServeCo for $182.00 today (8/19/23)and have deposited it.  Included with the check was an undated and unsigned letter stating that my warranty will no longer be valid.  See attached letter.
  
  I do not think ServeCo has the legal right to cancel the remaining portion of my warranty based on the warranty contract, which I previously provided, but am attaching again. I bought this life time warranty in good faith upon their representation in the Terms of Service, that the warranty is for the life of the furniture (non-transferable).  Under the Service Procedures section of the warranty contract, it states they may provide a cleaning consultation / kit; dispatch a cleaning or repair technician; or provide a store credit to replace the damaged item. There is no wording that states they have the sole discretion to cancel the warranty for providing reimbursement for covered repairs. Further, under the section titled Cancellation, it specifically states ServeCo MAY NOT  cancel the plan except for " fraud, material misrepresentation, or non-payment of premium. 
  
  In ServeCos response through the Better Business Bureau, they stated we will offer a full reimbursement of the service call in the amount of $182.00.  They did not state that they were offering a pro-rated refund and cancelling the life time protection plan.
  
  I am requesting ServeCo continue to honor the original terms of the Warranty Contract and reinstate my coverage in writing. 

  

  Business Response

  Date: 08/21/2023

  Hello, 

  I would like to stress that this claim was not eligible for service and was denied correctly. Only as an accommodation and to show good faith working with the BBB, we reimbursed **************** for service she was not ***********. *************** took it upon herself to have her furniture serviced by someone else not authorized by ServeCo and with any warranty that would void the warranty. We do not know what was done with the item, the qualifications of the technician, the use of OEM vs non-OEM parts etc. This is not any different than if **************** had an auto warranty issue and instead of bringing it back the the dealership had it repaired by a shop on the corner then asked the auto company to pay for it and continue to honor the warranty. That does not happen. The fact that **************** accepted the check and cashed it with the letter in hand indicates her acceptance of this settlement. not dated or signed has no bearing to the issue. It appears we are at an impasse and i would like to request that the BBB closes this file. Thank You. 

  Customer Answer

  Date: 08/21/2023

  Complaint: 20419875
  
  I am rejecting this response because: 

  I am asking to keep the above complaint open pending ServeCo's response concerning why they are cancelling my warranty.  I provided details in the Better Business Bureau ******************** System as well.  Following is my concern and the reason I am requesting your continued assistance. I am asking ServeCo to reinstate my warranty coverage and to put that in writing. 

   My Concern - as expressed in the ******************** System: I received the check from ServeCo for $182.00 today (8/19/23) and have deposited it.  Included with the check was an undated and unsigned letter stating that my warranty will no longer be valid.  See attached letter. I do not think ServeCo has the legal right to cancel the remaining portion of my warranty based on the warranty contract, which I previously provided, but am attaching again. I bought this life time warranty in good faith upon their representation in the Terms of Service, that the warranty is for the life of the furniture (non-transferable).  Under the Service Procedures section of the warranty contract, it states they may provide a cleaning consultation / kit; dispatch a cleaning or repair technician; or provide a store credit to replace the damaged item. There is no wording that states they have the sole discretion" to cancel the warranty for providing reimbursement for covered repairs. Further, under the section titled Cancellation, it specifically states ServeCo may not cancel the plan except for fraud, material misrepresentation, or non-payment of premium. 

   In ServeCos response through the Better Business Bureau, they stated we will offer a full reimbursement of the service call in the amount of $182.00.  They did not state that they were offering a pro-rated refund and cancelling the life time protection plan.

   I am requesting ServeCo continue to honor the original terms of the Warranty Contract and reinstate my coverage in writing. 

   Thank you for your assistance in this matter. 

   *****************************

   *********************

   ************ - cell/call/text

  
  Sincerely,
  
  ****************************; 

  

  Business Response

  Date: 08/22/2023

  Thank you. 

  Customer Answer

  Date: 08/23/2023

  I accept ServeCo's  payment for reimbursement of the service call / repair.  I  considered it to be an approval of my original claim and a just resolution based on their original response to the Better Business Bureau complaint.  I firmly believe my claim is justified and should have been approved by ServeCo under the terms of my warranty.  I reject their verbally stated reason for denying my claim. The term "snag" is applied incorrectly and used out of context as related to my claim.  I had a  "tear in a woven fabric as a result of a one time incident / accidental damage. I also reject their stated (written) justification for cancelling my life time warranty.   Their contract states three reasons ServeCo may cancel my warranty:  fraud; material misrepresentation; or non-payment of premium.  None of these reasons pertain to me.  Attached is a more detailed document stating these points more fully. I am requesting ServeCo continue to honor the original terms of my Life Time Warranty and reinstate my coverage.
  
  I will abide by whatever decision the Better Business Bureau reaches regarding how to proceed with or close out this complaint.  
  
  
  

  

  Business Response

  Date: 08/25/2023

  Thank you. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20419875
  
  I am rejecting this response because: ServeCo's response, "Thank You." is ambiguous.  I accepted the payment as compensation for what I considered was their approval of my original claim.  This understanding is based on their initial response to the BBB complaint.  Additionally, the reimbursement check stub memo states it is for "warranty settlement."  A reasonable person would infer ServeCo approved my claim and provided me reimbursement for the service call.  When ServeCo sent me the actual check, they included an unsigned/undated notice indicating the money was a pro-rated refund of my warranty payment and they were cancelling the remaining term of my warranty.  That was not previously communicated. They do not  have the right to cancel my warranty based on the actual wording in the warranty contract..  There are only three reasons ServeCo may cancel my warranty:  fraud; material misrepresentation; or non-payment of premium.  None of these reasons apply in my case.  In my last two responses,  I provided more more details and will not repeat them here.  I specifically asked ServeCo to continue to honor my warranty contract and to reinstate my coverage.  Once ServeCo does that, then I will be satisfied and willing to accept their response for this complaint. 

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

  

  Business Response

  Date: 08/28/2023

  I have explained this situation in detail. I compensated the consumer for self service of a claim that was not eligible for service. ServeCo went above and beyond.  I am asking once again to have the BBB close this case. The claim did not meet the criteria for service and we still compensated them. 

• Initial Complaint

  Date:07/25/2023

  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.

  Purchased a couch with a pet vip care in July, 2022. Our cat peed on the couch then about a month later. We sent pictures of the stain but due to the nature of the couch it was difficult to see the stain when not in person. Our initial submissions were simply ignored with not a single response given. Only after calling repeatedly and speaking to a manager were we told they couldn't see the stain in the picture so they wouldn't come look at it even. And since they did nothing to clean up the stain, the cat repeatedly peed on the couch smelling the previous scent. The entire couch is now a biohazard, because this company couldn't spend 20 mins cleaning the initial stain. Whether the stain is visible enough for a picture the couch is damaged from the pee and that is also covered per the agreement. No where on the agreement does it say picture proof is required for a claim.

  

  Business Response

  Date: 08/01/2023

  We apologize for the consumer's frustrations regarding the outcome of their claim. The protection plan that was purchased covers a range of stains and damages. This specific plan does cover pet stains, however, when the first pictures were sent in there was no visible stain. We requested a second set of photos and still no visible stains. Additionally, we explained that odor was not covered as part of their Service Contract terms. Although technically ineligible, in the interest of customer satisfaction, we will offer an overall cleaning and deodorizing with no guarantee of success. please advise. Thank you, ServeCo. 

• Initial Complaint

  Date:07/24/2023

  Type:Product 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 5 year service repair contract from ******************* in *********, ** for a table that I purchased. The service warranty covers scratches from use. I submitted a claim for repair with pictures (close up and if the entire table as required). Service repair came to repair 4-5 months after the claim was properly submitted and accepted. The service repairman said fixing the scratches would be hard and he believed a replacement was better because the sealant was coming off in areas. He did not deny the scratches exist or that they were covered. The store is unable to get a replacement and asked ServeCo to either replace or repair the table under the warranty. ServeCo now called (about 6.5 months after I submitted the claim for repair) to deny the repair because they believe the damage is extensive. They did not deny that the scratches exist and refuse to repair them. This warranty is a scam and they do not want to honor the claim for repair.

  

  Business Response

  Date: 07/26/2023

  We apologize for the consumers frustrations and disappointment regarding the outcome their claim. It was unfortunate to hear of the damage they experienced on their table. The consumer entered a claim indicating that there were scratches on their tabletop from use. We dispatched an independent repair technician to the consumers home, and he reported that there were scratches throughout the tabletop. The 5-year Contract that was purchased by the consumer details in the Terms and Conditions that coverage is for damages that occur from a specific accidental occurrence. The consumers Service Contract specifically notes under the section What is Not Covered, any accumulated damage from repeated use, rather than a particular incident. This extent of damage would be consistent with damage that accumulated over time. Therefore, regretfully, based on these claim facts the claim was determined ineligible for service. Thank you, ServeCo.  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20369243
  
  I am rejecting this response because the scratches are not from years of accumulated use.  It occurred from one party where a platter was dragged across the table a few times as was noted on the claim and provided with pictures for proof.  When the service tech came out to fix it, he did not claim he was not going to fix it for years of accumulated use or deny that there were scratches from something being dragged across the table top.  Rather he said he thought the store I purchased it from should provide a replacement top because he felt the tabletop was not properly sealed (causing the scratches to occur and that if he fixed it, it would just reoccur with the next use).  This refusal to provide the repair service for a properly submitted claim under the service warranty is fraudulent.  ServCo also spoke multiple times to the store I purchased it from on what it would cost for them to pick up the table for repair; the store indicated ServCo didn't want to pay such a large amount for the repair contract.  At no point during the months of discussion with the store did ServCo claim that the scratches are not covered because of years of accumulated use.  This is only being claimed now because the cost to repair will be high.  This violates their own terms of service which cover repairs of scratches.  It's the whole point of this service contract.  The pictures attached with my claim show clearly a few scratches from an incident.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/01/2023

  We sincerely apologize for any confusion or misunderstanding the consumers has regarding the unfavorable results of their claim. The consumer indicating that there were scratches on their tabletop from use. When an independent repair technician was sent to the consumers home, he reported scratches throughout the tabletop. Since the scratches are extensive and throughout the entire tabletop, this would simply not be consistent with a specific or particular incident, which is a stated are required elements of their Contract eligibility. Additionally, the technician reported that the tabletop was not properly sealed by the manufacturer, the resulting defect, a contributing factor as indicated by both the technician and the consumer. As such, stated within the consumers Service Agreement Terms and Conditions under section What is Not Covered are damages as a result of Manufacturer Quality Issues.  Therefore, because the claim does not meet the specific incident and manufacturers quality criteria, we regretfully uphold the decision of ineligible for service. However, in interest of customer relations, we will offer a prorated refund of the Plan purchase price. Please advise. Thank you, ServeCo. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20369243
  
  I am rejecting this response because the refund of the service plan is for a pro-rated amount without specifying what that amount.  Denying due to a manufacturing defect is now a new reason for not repairing the scratch which the technician acknowledged when he came to my home.  Why can't ServeCo just repair the scratches caused by the party where a platter was dragged across the table (not asking to repair the entire tabletop that you claim is cumulative use)?  I will reach out to the store now about this new claim of a manufacturing defect and indicate that ServeCo believes this to be their issue.

  If it cannot be repaired, please refund the full amount of the contract.  

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

• Initial Complaint

  Date:07/24/2023

  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 couch from ******** and bought an extended warranty. I was later told that the extended warranty was through ServeCo. I filed a claim after cleaning my couch cushion with the cleaner I was told to use to not break the warranty. ServeCo is denying my claim saying its overlapping old stains, which it is not. Do not buy a warranty from this company, they will find any way to deny it and just steal your money.

  

  Business Response

  Date: 07/26/2023

  We are very sorry for the concerns that the consumer is experiencing regarding their claim outcome. The Protection Plan that was purchased covers a wide range of stains and damages. For stains, their Service Contract specifies that coverage is for a specific or particular stain event, not an accumulation of stains that build up over time. In this case the consumer reported that they attempted to clean stains on all four cushions of the sofa. Therefore, it is reasonable to conclude that multiple stains on all four cushions would be consistent with an accumulation of stains and not the result of a specific incident. Although not an approved claim we would like to assist as a courtesy. We are willing to provide a free cleaning if the consumer agrees to sign an agreement for a cleaning with no guarantees of success. Please advise. Thank you, ServeCo. 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20366722
  
  I am rejecting this response because:

  I never said this is a build up of an accumulation of stains. This is from one stain.  I paid for the protection plan and I called and reported an issue that is covered under the protection plan, and youre rejecting it for no reason at all. Its from one stain.. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/28/2023

  We apologize for any misunderstanding or confusion regarding the reason for our decision to determine the consumers claim is ineligible. The consumer reported that the cleaner was used on all four cushions (to clean stains), therefore, if all four cushions had stains to be cleaned, the stains are throughout four cushions and thus the stains are an accumulation and not just one specific stain. In the consumer's Service Contract, it specifies that an accumulation of stains or build up over time is not covered. As mentioned prior, we would like to assist as a courtesy by providing a free cleaning. The consumer would simply need to sign an agreement for a cleaning with no guarantee of success. Please advise. Thank you, ServeCo.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20366722
  
  I am rejecting this response because:
  The cushion that I wanted to be cleaned was the cuddler cushion. One cushion. Not multiple cushions. Not multiple stains not multiple time periods.  There was an accidental Food spill on the cushion.  I used the approved cleaner to clean the cushion. It left stains. Your.  cleaner. Left. Stains.  I dont know how more clear I can be.  The cuddler cushion looks awful due to your cleaner.  I paid for a warranty that youre trying to wiggle out of.  I want my cushion fixed through the warranty that I paid for.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2023

  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.

  Purchased 6x9 wool area rug from Lazy boy with 5 year Serveco area rug protection. Spilled large mug of coffee with ******* on rug. Called Serveco who sent out technician to clean. He could not remove stain. He reported to Serveco that it may be an accumulation of stain which is listed as a reason not to cover warranty. My husband and I are 60 years old. We take our shoes off before coming in the house. I purchased protection because the rug is white. Its should be a ****** to all that this company will try anything to wiggle out of making good on obligation.

  

  Business Response

  Date: 07/25/2023

  We were very sorry to hear of the consumers unfortunate accidental spill on their rug. The consumer placed a claim advising there was a coffee and ******* spill on the area rug. An Independent Technician was dispatched to the home to perform a cleaning where he found the rug outside on the driveway. The technician attempted to clean and reported that there was an accumulation of staining. The consumers Area Rug Protection Plan explains that an accumulation of stains that happens over time, rather than a stain(s) from a particular, specific incident, are excluded from coverage. Therefore, regretfully, we must uphold the claim as ineligible. Thank you, Serveco.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20345526
  
  I am rejecting this response because:

  I put the rug on the driveway the morning the technician was scheduled to arrive so he could clean without damaging my hardwood floors. There was no prior cleaning and no accumulation of stains.  This company is just not standing behind their warranty 
  
  ****************************************************

  

  Business Response

  Date: 07/27/2023

  We apologize for the consumer's frustrations and disappointment regarding the outcome of their claim. Its regretful that the consumer feels we are not honoring their Protection Plan. We understand why the rug was outside. However, based on the technician's report and a thorough examination of the photos, the many different areas of stain and the large area that they cover, the claim is just not consistent with a specific/particular incident. As explained in their Terms and Conditions, coverage is only offered for accidents as a result of a specific incident. Therefore, regretfully, based on the claim it has been determined ineligible for service. However, in consideration of good customer relations, we will offer a full refund of the consumers purchase price of their Service Agreement. Please advise. Thank you, ServeCo.

  Customer Answer

  Date: 07/27/2023

   
  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.
  
  *****************************************************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 5 year warranty with Lazyboy recliner from Serveco on 11/29/20.Recliner power supply failed and recliner is now in a permanently reclined position as of about 6/13/23. Immediately called Serveco for repair service. Was informed they would call me back to schedule. No callback.Called again on 6/27 and no response. Called again on 7/10 and was assured I would get a callback within 24 hours. ***** Just called again and was informed they would "pass a message" to the managers, with no assurance of getting any reply, ever.This appears to be a scam.

  

  Business Response

  Date: 07/24/2023

   We apologize for the consumer's frustrations. We were looking into options for repair and parts availability. We have located a technician to do the repair, and this has been sent to our parts department to order the part. Once we receive an update on the *** date of the part, we will reach out to the consumer to advise. Thank you, Serveco. 

  Customer Answer

  Date: 07/25/2023

  Seems there was originally some confusion over the cause.  On my second call I was informed a tech would be sent to determine the exact nature of the failure and then to order the correct part.  During my first call your representative said another motor would be ordered, but I heard nothing back.  On my second call your rep said it might be the power supply and a tech would be sent to evaluate before ordering any parts.  I was never re-contacted.  I have called twice more but never received any callbacks. 

  Have you heard of email? **********************

   

  

  Business Response

  Date: 07/28/2023

  We are very sorry to hear about the consumers concerns and frustrations regarding the unfortunate delays and the lack of responsiveness. We have had the chair failure diagnosed by our ************* team and we will be ordering the appropriate part with urgency for the consumer. We will reach out to the consumer immediately once an estimated ship time for the replacement part is received from the manufacturer. Thank you for your patience and understanding in this matter. Sincerely, ServeCo. 

  Customer Answer

  Date: 07/28/2023

  What is a reasonable amount of time to wait for the actual repair, or even an update?  

  

  Business Response

  Date: 08/01/2023

  We apologize for the consumers frustrations. We have been making arrangements for repair and parts for the consumers recliner. A qualified repair technician has been contracted to perform the repair and the necessary parts have been ordered. An update will be provided from our company once an estimated time of arrival date for the part is known. Thank you, ServeCo. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20321362
  
  I am rejecting this response because: So must I wait indefinitely without any further indication on your part that I am not being ignored?  How about at least updating me once a week?   My original warranty call was in early June (8 weeks ago) and I NEVER received ANY updates unless I called YOU again, and again and again and...finally I filed a BBB complaint to hopefully get a response.  Just keep me informed on a REGULAR basis.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/01/2023

  We appreciate the consumers patience and are escalating this to upper management. A company representative will be in touch within ***** hours. Sincerely, ServeCo. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20321362
  
  I am rejecting this response because: I will be satisfied when the company has actually performed their repair obligation under the warranty.  
  
  Sincerely,
  
  ***************************