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:07/05/2023

  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.

  Hello I purchased a sectional sofa from an ******************* sale in Owisso and purchased the 5 year warranty. I had concerns as the store was closing an was assured Id have no issues should a problem arise. Fast forward the wood broke and I sent pictures in with my claim and every time I was told ***** hrs someone would calll me. No one ever called so I call back next excuse is we are sending a tech give them ***** no one calls. Call back and they say they are trying to find a tech in the area. no call. I call back now its they are giving me my money back for the warranty. So I wanted to speak to a manager and they say shell call me. So basically a month rolls around and within that time Ive called probably 5 more times because no one has called me. while now they saying its In review. They keep giving me run around In my warranty it states a service tech will come out and if its not serviceable I can shop from the catalog. Now they saying they dont have a catalog. I feel as though they couldnt find a tech and just gave up on me and they are saying its because my store is closed. It was closing anyways and the set was probably discontinued anyway so I dont understand why they did me this way and the only reason I bought the set was because I was assured service should anything arise **NO TECH NEVER INSPECTED EXCEPT FOR PICTURES WHICH DONT TELL COMPLETELY *

  

  Business Response

  Date: 07/12/2023

  It was unfortunate to hear of the consumers furniture damages and we apologize for the unfavorable results of their claim. However, in this case the damage is extensive and beyond repair and the store of purchase is closed for business. Therefore, as documented in their Service Agreement under section 5.1.4 which states; If We are unsuccessful in repairing the stain or damage to Your Furniture, and We are unable to provide a Replacement or Reselection because, for example, the retail store location where You bought the Agreement has closed and We cannot provide a suitable Replacement, We will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection". Thank you, Serveco.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20276704
  
  I am rejecting this response because:
  In my contract it states someone will come to service it first. They set up for someone to come out to service it after the pictures were viewed even though they (claim) its not serviceable suddenly after they just couldnt find a service person in my area. ******* told me that was the hold up. My contact also states if its not serviceable, I can go to the store of purchase for reselection( this store was already closing in liquidation at time of my purchase) so the next option on my contract states a reselect from the STORE CATALOG. When asked can I do that now she claims they dont have a catalog to shop from. So my contract honestly was sold causing me to buy furniture under false pretenses knowing they wouldnt help if I needed it anyway. So I would definitely like some justice in this situation. They sell warranties with no attempt to help. They wouldnt even come look at my furniture. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/25/2023

  We sincerely apologize for any confusion or misunderstanding regarding the consumers claim. In lieu of a technician's on-site inspection we had the photos of the damage examined by our Director of ***** Services. He is an expert with 30 years of furniture repair experience. His assessment of the damage was that it was not feasible to repair the extent of damage. Therefore, as detailed in section 5.1.3 of their Plan, since we can not remedy the damage and the retailer can not provide us with our on-line catalog for a suitable replacement, we will provide a full refund of the consumers purchase price of their Agreement as stated in section 5.1.4 of their Contract. Additionally, in the spirt if good relations, we will provide a $100 refund along with the full refund of their Contract. Thank you, Serveco.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20276704
  
  I am rejecting this response because:the next step is to be a catalog order. How can you sell a warranty with steps of order and not give notice that a service that is included in the warranty (Section 5 5.1.4) underlined area is nonexistent 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2023

  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 and love seat from Flexsteel and Servco provides the warrant claims for he sofa. Ive been dealing with ****** for over a year trying to get my sofa repaired or replaced. This morning I spoke with a young lady ****** that wasnt listening to my concerns about the sofa that I was trying to get fixed. She actually laughed and told another client some information about me while I was discussing my claim. This company does not reflect great customer service. Its the opposite. No one listened to my unresolved problem. Ive never filed a BBB complaint because Im a business owner and I understand how difficult it can be at time but this outright upsetting and very disrespectful. I wanted to get my sofa fixed without someone talking over me and undermining my expectations. I asked her to speak with a manager because our conversation was going in circles and she you be that there was no manager?? Im reaching out now to talk to a manager about this issue and hopefully it can be resolved.

  

  Business Response

  Date: 07/05/2023

  We apologize for the consumers frustration, we by no means meant any disrespect. The representative has tried to reach out to the consumer numerous times regarding the install of the front panel board and the consumer is demanding replacement. The representative did advise the consumer that she is unable to authorize a replacement on a sofa purchased in 2018, but we are able to install the part the consumer should have received. We would like to send an independent authorized technician to the home to complete the repairs. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:07/03/2023

  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 bought two sofas from Carolina ********************** 8/21/21., the sofa for $899.00 has a broke leg-as is.The second sofa was leather, they delivered them and the leather sofa had been treated it had a smell so bad it gave me a headache and I did not want it in my house!I bought a service plan for $250.00 dollars. They finally traded the stinky sofa for a cloth nontreated sofa the difference was $700.00 dollars and a return fee of $360.00. They did not return the total care package of $250.00 because they said it would go towards the new cloth sofa-okay.meanwhile my husband had four by-passes so I did not have time to argue. 0n 4-28 my husband had an ink pen burst on him and the sofa. I make all the pictures of the damages and the two receipts and send to them email.5-10 -23 call and the do not understand send more pictures, those were hard to read, so I did.5-3-23 called again and talked with more people. I say come clean my sofa or give me the $250.00 back.

  

  Business Response

  Date: 07/25/2023

  We apologize for the delay in our response and the consumer's frustrations. We are currently looking into options for ************ we receive an update the representative over the consumer's claim will reach out with an update. Thank you, Serveco.

• Initial Complaint

  Date:07/01/2023

  Type:Order 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.

  Despite many call to company to try to get my sofa repaired ,company has given me every excuse as to why they have not been able to resolve they issue filed the claiming April have yet to get any thing resolved paid close to 600 hundred dollars for this extended warranty.

  

  Business Response

  Date: 07/06/2023

  We apologize for the consumers disappointment. While the consumer did not provide a copy of the Protection Plan any purchases after 1/1/2019 ServeCo did not provide Service Contract Protection Plans to ******************************* ****************************** sold and were responsible for their warranties after that date. Since they are no longer in business, there is no recourse for coverage, and Serveco would not be able to proceed. Thank you, Serveco.  
  

• Initial Complaint

  Date:06/30/2023

  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.

  We purchased a section from a local furniture store and the additional Serveco warranty coverage, in 2020. I had a great experience with the first claim I filed. The repair tech was friendly and was in and out. The 2nd claim I filed, was due to a chocolate milk spill. The company sent out a "cleaning kit" which was a bottle of solution that did not help clean the mess. I called to inform them of this and how it made the mess worse. They explained they do not offer complete cleaning. I explained it was only needed in the areas of the spill, not the entire set. They declined helping further. I submitted a 3rd claim for a decorative thread that was NOT connected to any seams, that needed repair. They denied this claim stating they do not repair seams. I asked to be escalated and reviewed as it's not part of a seam. With every claim, I submitted photos. I didn't hear anything back.I submitted a 4th claim for 2 holes that were caused by a puppy. I didn't hear back on this claim either for weeks until I called Serveco to request update on the 3rd and 4th claim. I noticed I had a voicemail last week, from the beginning of June that I somehow missed, and when I returned the call to Serveco, the rep stated both claims were denied due to "accumulation of damage". WHAT?! These claims were all completely different and at different times, and I didn't hear back on TWO of those claims for WEEKS!! I demanded this be escalated to management but I was advised by the rep that it's already been denied and they likely won't assist further, but that she put the request in for me to speak to a manager. I asked if I didn't have resolution from management, that I would like to speak with either a CEO or owner because this is unacceptable. I KNOW for a fact these damages should be repaired per my service contract. They have done nothing at this point and I will continue to fight this until my furniture is repaired per my service contract. I wouldn't recommend this company to anybody!

  

  Business Response

  Date: 07/06/2023

  We apologize for the consumers disappointment and frustration. The consumer placed numerous claims advising of stains and pet damages. We have to review the furniture as a whole and it was deemed ineligible due to an accumulation of stains and pet damages, as well as loose threads. Per the Pet Protection Plan: What is NOT covered: General: Any accumulation of stains or damages. It also states: Pilling, pulls, snags, seam separation, or fraying of fabric. While the consumers issues do not fall under the guidelines of the Protection Plan, out of consumer satisfaction, we would like to offer a courtesy pro-rated refund of the Protection Plan. Please advise. Thank you, Serveco 
  
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20260483
  
  I am rejecting this response because: My claims submitted were all separate occurrences. The stains were made worse by your companies "cleaning kit" and requests for additional help in that matter, were denied.  The claim submitted for the holes in the couch caused by a pets nail (under puncture, rip, burn from a specific incident), should have been covered but were again denied. The claim submitted for the thread that is NOT part of or connected to the seam. I would like to move forward with the repairs needed. I will not accept a pro-rated refund of the paid warranty coverage, and will only work with this company to make necessary repairs.

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

  

  Business Response

  Date: 07/18/2023

  We apologize for the delay in our response and the consumers disappointment. We would like to send an independent contractor to the consumer's home to do a thorough inspection of the recent pet damages. Please advise, Thank you, Serveco.

  Customer Answer

  Date: 07/18/2023

   
  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 greatly appreciate this service. How do I move Forward with schedule this appointment?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  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.

  Ordered a swivel glider 9/22/2019 from ***************. We purchased the protection plan they sell by SERVECO. On 12/05/2022 filed a claim for the glider. It doesnt glide right, makes clicking noise & at times flips backwards. *********************** was assigned the claim. 12/7/2022 she emailed asking for more info . A tech came to the home & spent seconds looking at the chair. My husband showed him the problem & asked him to sit in it to feel it.. The tech turned it upside down, looked & left saying someone would contact us. On 11/12/2023 I emailed *****. On 01/18/2023 she told me to call for further info. I called & was told by someone the claim was denied as they dont cover "noise". The noise is a SYMPTOM of a major problem. I emailed ***** several times. No response. Finally I called & spoke to someone else. They had anther tech come back out. He came when my Mother In-Law was ********* husband was close. He flipped the chair over & looked for a few seconds. My Mother In-Law told him my husband was less than 5 mins. away & wanted to speak to him. She asked him to sit on the chair to try it but he didn't. He saw a crack in the round base, said the other tech missed it & left saying someone would be in touch. He did not wait for my husband. I sent more emails to ***** that there is no way it was the base. Again, no response. On 05/12/2023 ******************************* emailed me. She was reaching out to tell me they are looking for a repairman to pick up the base & install because "Most of the places the swivel base can be shipped to are 30 mins or more away". I emailed back that it is NOT the base causing the issues. She said she would let ***** know. On 05/30/2023 ******* emailed she has reached out to a manager AGAIN (she sent a note week prior). 6/7/2023 I emailed. No response. 6/12/2023 I called & a rep said someone would call me. No one did. I emailed 6/19/2023 & ******* she marked it as "high importance". Nothing. 06/26/2023 I emailed & still nothing. It is over 6 months now

  

  Business Response

  Date: 07/11/2023

  Our apologies for the inconvenience associated with the consumers experience. Unfortunately, we are unable to obtain the necessary replacement parts to complete repairs since the store of purchase is now closed for business. Under these circumstances their Service Contract purchase price would be refunded as is described in the Plan Terms and Conditions. However, due to the delays, we would like to offer a prorated refund of the chair based on one year remaining on a 5-year coverage. This refund would normally be $196, but in the spirit of customer relations, we will offer a refund of $300.   Please advise. Thank you, Serveco.

  Customer Answer

  Date: 07/13/2023

   
  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 ONLY because I no longer with to deal with SERVECO.  I accept their monetary amount to close this case but please take note that this is just SERVECO's way of also washing their hands of the situation. They are correct that the business that we purchased the swivel glider recliner from is out of business BUT the manufacturer of the furniture is *************** and THEY are still in business (website is in the attached photo if I did it correctly) so parts CAN be obtained. It is clear from the many complaints of this company that they provide very poor customer service and should not be in business. I have reached out to England Furniture myself and am dealing directly with them.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/28/2023

  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 July 28/2021 I purchased a love seat and bought the Insurance Policy that the salesman assured me would stand up to my pets . I have two small dogs and a cat ,we do not used the furniture and it has only been used by said animals.This insurance is a pet protection policy and they refuse to honour it.After not excepting their decision I have decided to go to BBB to help.

  

  Business Response

  Date: 07/05/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising that there are pick marks and frayed edges due to crappy material after review the claim was deemed ineligible due to wear and tear.Per the Protection plan. What is not covered> Wear & Tear Caused By Repeated Use (over time). Damage caused by wear such as, but not limited to, the following: Scuffing or other surface abrasions; Stains or damage caused by wear; Pilling, pulls, snags, seam separation, or fraying of fabric. We must uphold the claim as ineligible. Thank you, Serveco.
  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20245414
  
  I am rejecting this response because: I did not say any of the things they say, I told them that the only thing that used this loveseat were my animals and the damage is from them scratching the furniture and jumping up onto it . I only purchased this ************* because I was assured that it would hold up to my pets .Therefore they have lied to you and I will not except this decision.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/06/2023

  We again apologize for the consumer's frustrations and disappointment. When the initial claim was placed, via completing our online claim form, the consumer advised verbatim: What was the cause of the stain or damage? Crappy material. The consumer did not advise of pet damages until after the claim was deemed ineligible due to wear and tear. We have to go by what the consumer reported when the initial claim is placed, and therefore would not be eligible for service or repair and does not fall under the guidelines of the Protection Plan. We must uphold the claim as ineligible. Thank you, Serveco.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20245414
  
  I am rejecting this response because: they are lying ! I told them that only the pets have been on the furniture! 
  I do not know what else to do . The furniture is not quite two years old and the dogs and cats have wrecked it and I bought the insurance to cover this .I said as much to this lying company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/14/2023

  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.

  I purchased a recliner from Lazy Boy on November 2018 along with a ServCo 5 year warranty. I contacted ServCo customer service, unsure of the date, to inquire about my warranty because my recliner is broken. I was told my warranty expires in November 2023, I need proof of purchase and pictures of the recliner. After months of searching, I got a copy from ******* and submitted my claim online, May 16, 2023. Today, I contacted customer service to inquire about the status of my claim and was told, my claim would not be honored because according to ******, I didn't submit my claim within 30 days of the damage. I was never told during my initial contact, that I had 30 days to submit my claim, even though my warranty doesn't expire until November 2023. I would like to have my recliner repaired or replace.

  

  Business Response

  Date: 06/15/2023

  We apologize for the consumers disappointment. The consumer placed a claim in October 2022, and the claim was closed out due to the consumer never sending in the required information to process the claim. The consumer then placed a claim in May ***************************************************** September 2022. The consumer was advised that the claim was ineligible due to time frame. Per the Protection Plan: REQUIREMENTS FOR REQUESTING SERVICE: Any stain or damage must be reported to SCNA within thirty (30) days of the date that the damage occurred. While the consumer did place a claim in October, due to not sending in the information and again reporting the claim in June 2023 and advising the damages occurred in September, the claim will remain as ineligible. Thank you, Serveco. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20187620
  
  I am rejecting this response because:
  

  ServCo never stated in writing or verbally that I had 30 days to submit documents to complete my request.  Also, I still have five months remaining on my warranty and they need to honor my request or refund me my money on the remaining five months.   

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

  

  Business Response

  Date: 06/16/2023

  We again apologize for the consumer's disappointment. Unfortunately, a claim is not submitted since the contractual requirements for making a claim were not met. The damage occurred 9/1/22 and a claim was entered on 5/16/23. Therefore, the damage wasnt reported within 30 day of occurrence, a requirement for service. However, in the interest of good customer relations we will issue a prorated refund of the warranty purchase price. Thank you, ServeCo

• Initial Complaint

  Date:06/13/2023

  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.

  We tried to get them to repair our furniture

  

  Business Response

  Date: 06/23/2023

  We apologize for the consumers disappointment. The consumer placed a claim back in 02/2022 advising of burn holes on the left facing side of their sofa, and Serveco never received the warranty or receipt, and the claim was then closed out due to no response from the consumer. Then, in 03/2023 we received a claim advising the back cushion is torn.  After review of the photos the claim was deemed ineligible as the consumer has burn holes on 2 seat cushions as well as the back cushion damages, and that resulted in an accumulation of damages, as well as time frame due to not sending in the paperwork previously requested in 2022.  The representative did try to reach out to the consumer to advise of the claim being ineligible, however they have yet to receive a return call from the consumer. Thank you, Serveco

• Initial Complaint

  Date:06/09/2023

  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.

  Our dog jumped on the couch and made a tear on separate two cushions. We have the coverage for this but claim was denied because 2 cushions is considered an accumulation. An accumulation is not covered. I was told that if we had submitted on only one cushion at a time it would have been approved, but if we tried to submit a single cushion now it would be denied.

  

  Business Response

  Date: 06/21/2023

  We apologize for the consumers disappointment. The consumer advised that there is pet damages on both seat cushions. The claim was determined to be ineligible for an accumulation of damages. Serveco has also previously replaced a part and per the Protection Plan What is NOT covered: any accumulation of stains or damages, and once a part has been ordered we are unable to replace that part again. Management has reached out to the consumer to explain the coverages and exclusions in detail and have left them a voicemail for a return call.  Thank you. Serveco.