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: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.

  I purchased a couch from a furniture store and at the same time purchased a warranty on the couch, which is provided by ServeCo North America. I filed a claim with them on 1/15/23, a repair tech came on 2/9/23 and I never heard back. One month later, I called to follow up and they told me they were waiting to hear from the repair guy because they didnt know what part to order. Another month went by and I called again on 4/7/23 and was told the same thing, they still didnt know what part to order. I provided them with the info they would need to order the correct part. They told me on 4/12/23 that the part was ordered on 4/10/23 and the part would be delivered to my house. I called again on 5/1/23 as I still hadnt received the part or heard from them. They told me it would take 4-6 weeks to be delivered. That it would be shipped to my house, for which they had the wrong address. I provided the correct address. I called again on 6/8/23, just shy of 6 weeks since the part was ordered and am now being told it could take **** weeks to come in. This is WELL BEYOND the reasonable timeframe for them to fix my couch, which is under warranty, and I would like full reimbursement for my warranty, as it has been almost 5 months since I filed the claim with no resolution coming anytime soon. I also want my couch fixed as it should be under the warranty. I am to the point where I am ready to seek legal action.

  

  Business Response

  Date: 06/22/2023

  We apologize for the consumer's disappointment and frustration in the delay of our response. Due to unfortunate circumstances, ******* has pushed back the part ship date. Therefore we will escalate to management and investigate obtaining the part through a resource that can provide in a more timely manner. We again apologize. Thank you, Serveco.
  

• Initial Complaint

  Date:06/06/2023

  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.

  When I purchased the warranty, I was told that if they could not fix or replace the couch. They would give back a refund for the whole price of the couch that I purchased. The furniture store where I bought the couch is now closed and my couch cannot be repaired or replaced. ****** stated they would only refund me $150 when the couch costed me ***** and am still paying it off since it has been less than a year. Warranty companies are supposed to cover the whole product. Why even buy a warranty if they are not going to actually repair it or refund the couch. The repair man said he could fix it when he was here but would've been a days job, not just a quick visit fix. I want this couch fixed like the repair man said he could or I want a refund for the full couch because that is what warranties are supposed to do.

  

  Business Response

  Date: 06/09/2023

  We apologize for the consumers disappointment. Serveco sent a technciain to the consumers home to attempt repair. The technciain advised the unit is unrepairable. The consumers location of purchase is now closed.  Per their Protection **** ******** Agreement): Under section 5.1.4. Refund: 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, we    will provide You a Refund of the Purchase price of the Agreement rather than a Replacement or Reselection. Therefore, we are unable to replace the piece and can only offer the refund on the Protection ****. Thank you, Serveco. 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20149004
  
  I am rejecting this response because: this warranty company is a scam. There is no point to this warranty company if they do not cover the couch if they will not fix it. The repair man said it can be fixed, but they just do not want too.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/16/2023

   We apologize for the consumer's frustration. We have researched a repair technique through *******., and we will attempt a courtesy repair with no guarantee of success. If unsuccessful with repair, we will maintain our offer of a Plan refund. Thank you, Serveco.  

  Customer Answer

  Date: 06/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/31/2023

  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 warranty for my LazyBoy couch in June 2020. The couch was delivered in August 2020. In January 2023 I contacted ServeCo to file a claim, since both reclining sides of my sofa looked crooked. ServeCo sub contracts their work out to ******************************** ******************************* finally made it out in Feburary 2023 and I was told by the technician that both recliners were worn out and would need to be replaced. Parts were ordered and I received them in April 2023. ******************************* has limited schedule availability, so the soonest time that would work was May 23, 2023!!! The technician showed up around 3pm, opened the parts box and said there was only ONE side of the couch in the box. He wanted to leave and come back when both sides were provided. I asked him to replace one side now, he was annoyed. After 2.5 hours, he said it was fixed. After he left, I sat on the 'fixed' side and it rubs against the other part of the couce and is crooked. I called ServeCo immediately the next morning to let them know that not only was the repair work done incorrectly, but that only part of the parts were delivered. On May 31, I was informed that ServeCo will be sending out someone from ******************************* to assess the situation. This is the worst customer service I have ever received. It has been over 4 months since I originally called. At this point, I may end up having to pay ******* to come out and do the job correctly. The warranty I purchased isn't anything I would every buy again. I've also let Lazy Boy know of the awful service of a company they do business with.

  

  Business Response

  Date: 06/02/2023

  It was regretful to hear of the consumers experience. We will coordinate with our ************************ to arrange for a more experienced ******Boy technician to assess and repair with urgency. Again, our apologies, we will make every effort to prioritize the expeditious satisfactory completion of repairs for this consumer. Sincerely, Serveco

• Initial Complaint

  Date:05/31/2023

  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 filed a claim on 5/18/23 on my sofa that has two tears in it. When I filed a claim I said I wasnt sure what caused the tear, I didnt know that it really mattered but Im sure my dog accidentally tore the sofa but regardless it should be covered and no were in the fine print does it say if you report it that they dont cover unknown damage. Who would have thought that they would come up with this ridiculousness and use that as an excuse not to cover my sofa because I didnt specifically say my dog did it. I would recommend to anyone that is purchasing anything with this warranty not to bother if this is how they treat people who spend their hard working money only to get blown off and get a poor excuse on why they dont warranty things like there supposed to.

  

  Business Response

  Date: 06/02/2023

   We apologize for the consumers disappointment. The consumer placed a claim advising she has damages on 3 areas and when asked how the damages occurred, she advised she was not sure. The consumers Service Contract specifically states that unknown damage renders the claim ineligible. Unknown damage is a written exclusion in the terms because only certain, specific damages are covered.   Once a claim has been submitted, we are unable to alter the claim as what is originally reported becomes the ************** record. Regretfully, we must uphold the claim as ineligible. Thank you, Serveco. 

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a furniture warranty from Serveco. I filed a claim about staining on our furniture in January 2023. I called about every 10 days for an update and there was always an excuse of why they hadnt replaced/repaired/fixed my furniture. I never received updates from them with the progress or reasons that it wasnt being resolved. Excuses on their end were: store not responding, claim processor has changed, manufacturer not responding, stains cant be removed from that fabric. I finally requested to speak with a manager. They said there was a request submitted for them to followup with me in ***** hours, 10 days passed, and I again had no information. This was a terrible investment for furniture warranty. I know of all other companies handling repairs in a fast manor, with appropriate correspondence.

  

  Business Response

  Date: 05/31/2023

  We apologize for the consumers disappointment and the delay in our response. We have created a work order for an independent technician to visit the consumers home to attempt the removal of the stains. The technician will be reaching out in ***** business hours to schedule the appointment. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:05/30/2023

  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 filed a warranty claim back in March, 2023. I was told that the information would be reviewed and I would receive a call about the details. I never received a call. I called numerous times over the course of weeks which turned into months, always being told I would receive a call back. Finally, I was told the business I bought from, Surplus Furniture in ************, ** had closed down and they had few recourses for action. I drove to the store and found it to still be open. I called Serveco once again and was told they had to speak to management to find a solution to the claim filed about my couch. Again, weeks passed with no communication. After another numerous amount of calls, I was told the information had been passed to "****" who apparently works at the regional center for Surplus Furniture. I have scoured the internet for contact information regarding the store or this "****" individual but have found nothing and have not received a call. I am now being told Serveco can do nothing since the claim has been passed on. They refuse to call back, have zero accountability, refuse to pass along information that I can contact directly and overall seem like a giant SCAM. I want my money for the furniture and warranty back! If my claim had been filed in a timely manner, I might have been able to reach a resolution prior to this store "closing" but instead have been run around to the point of exhaustion. This company seems fraudulent at best and extremely incompetent if not so. They should be closed due to incompetence and lack of transparency. All of my phone conversations dated back to the initial inquiry have been recorded and can provide a time line of events, even to them lying about the store closing prior to it being closed.

  

  Business Response

  Date: 06/07/2023

  We apologize for the consumers frustration, and the confusion this has caused. The piece has been approved for replacement. Surplus Furniture has reached out to the consumer and are pending a call back. The consumer can reach out to them at ************. Thank you, Serveco.

• Initial Complaint

  Date:05/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a **** sofa and ottoman from Joybird with a ******** backed warranty in June 2022. Our dog peed on two of the couch cushions in February 2023 and the subsequent damage should be covered by the warranty we bought from Joybird. As recommended by *******, we submitted the issue to ********. They had a technician come on April 26th who used a couch and animal vacuum to clean the two cushions. Despite this, there is still a stain and smell. We have sent multiple emails to our ******** representative to ask for additional assistance in resolving the matter but have not had any response. Specifically, we would like to report *********************, **************** Representative, who is our liason.

  

  Business Response

  Date: 06/02/2023

   We apologize for the consumers disappointment and the lack of response. We have reached out to the manufacture for the casing and core. We will provide tracking once available. Thank you, Serveco.

• Initial Complaint

  Date:05/25/2023

  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.

  I purchased a lazy boy recliner chair and purchased the warranty from SERVECO with it. The chair was damaged by a wall at my previous house and then retired from the military and moved from ******** to ***********. I waited to file my claim until we moved to the new house. I sent pictures from both the old house where the chair was located and the new location and they continue to refuse my claim. I would just like my chair repaired as I paid for the warranty for it. I have asked for a manager to call me from Serveco, and have not been contacted. Any help would be greatly appreciated.

  

  Business Response

  Date: 05/25/2023

  We apologize for the consumers disappointment. While the consumer had advised the damages occurred from hitting a wall, after reviewing it was determined that the damages were not consistent with a single accidental incident, which is a requirement as described in the terms of their consumers Contract. The Protection Plan covers a penetrating rip, cut, puncture or tear from a specific incident. After further review it has been determined that the chair has an accumulation of surface abrasions and damage on many areas of the back, some areas of which would not hit the wall due to design of the chair. Regretfully, the claim is ineligible for service. Thank you, Serveco.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20104745
  
  I am rejecting this response because: it should be covered.  It has been from use of the chair in a normal fashion which is covered under the policy.  Why would I buy the protection plan otherwise.  Does this mean that normal  wear and tear is not covered, but if a hole was in the chair it would be covered.  This is the whole reason I paid for the extra protection plan.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/26/2023

  We again apologize for the consumers disappointment. The Protection Plan is an accidental warranty. It covers a penetrating rip, cut, puncture or tear from a specific incident. The Protection Plan does not cover damages caused by use, or wear and tear as listed under What is not covered: Wear and Tear. Thank you, Serveco.

• Initial Complaint

  Date:05/23/2023

  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.

  1) Purchased matching couch and loveseat from ******** furniture store (************************************; Lake *****, Mich *****) for $5,463*97 on 10/15/2020*2) Approximately Dec, 2022, reported that one of the power footrests was not working properly* Contacted Servco (the company that does repairs for ********) * Described problem* From the conversation alone, they ordered parts to be sent to our home* When they arrived (weeks later), as instructed I called to let them know I had received the parts and scheduled an appointment with a technician*3) The technician came, worked for an hour or more, and declared it "unrepairable"* 4) I called the store to what the next step was - they informed me that they had not gotten any info about the couch and told me I had to call Servco*5) Servco told me that a power plug had been shipped to see if that would fix the problem* Weeks later, the plug arrived* It did nothing* I called them back to let them know* Then they told me that their notes said that if the power plug didn't work, they were to ship another part*6) Weeks later, that part arrived at my home* Again, as instructed, I called to make an appointment with a technician, 7) Technician came, worked on the couch for over an hour* He brought parts above and beyond what had been shipped* For the second time, our couch was declared "unrepairable"*8) I have made many phone calls to Servco **************, **************** (at their headquarters) ************** and the store here in Lake Orion ************** with no resolution*9) My latest phone call was today (5/23/2023) to "****" at ****************, who promptly transferred me to Servco* "*******" told me that my case had to be reviewed by ******'s management to determine "what steps were to be done next"* She couldn't tell me when tis would happen, but I would be called as soon as it was done* I have often been promised a call back from the store and service departments* I have never received one*

  

  Business Response

  Date: 05/27/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Greater Detroit, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the *******, ** vicinity.Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20094883
  
  I am rejecting this response because:

  I have been told by ******** that ******* is where their national headquarters is, and where their official repair department is (although they farm it our to ServCo). The store tells me they can do nothing until they hear from headquarters, which says they are waiting word from ServCo.  The last we heard was that is might be a motor that needs to be replaced, but "Management" has to approve it.  Apparently they don't want to fork out the cost of a motor to repair a $3200 couch!!  Around and around and around it goes. Still NOTHING has been done by anyone to resolve this situation.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/30/2023

  Unfortunately, your information is incorrect. A simple web search will verify where the corporate office for ******** Incorporated is, and information is available to contact that office directly. As stated prior, for more information on the proper dealership, or corporate office, please call ************. Thank You.
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20094883
  
  I am rejecting this response because: 

  To whoever wrote this latest response from *********************** of telling me that I have the wrong location for the national headquarters (a very minor point), why don't you review everything else I wrote, where I carefully detailed all that has happened, and YOU call whoever the right person is and order them to get something done.  Why should I be the one to tell everyone to DO THERE JOB!  I NEED THIS COUCH FIXED OR REPLACED OR REFUNDED!

  !  Call me at ************** to let me know when that is going to happen!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/14/2023

  We apologize for the consumers frustration. Serveco has ordered the consumer the footrest and headrest motor that was ETS 06/12/2023. Once received, please reach out to Serveco at ************ so we can set up installation with a qualified technician to complete the repair. Thank you, Serveco. 

• Initial Complaint

  Date:05/17/2023

  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 paid for a warranty on a lazy bot chair. *** chair was scratched up in ************ was I. *** military and retired and moved to *****. I decided to wait till I moved to ***** to file the claim. *** chair was all scratched up from.a wall I. ************ sent pictures and can send more showing the chair against the wall. And the continue to decline my claim.

  

  Business Response

  Date: 05/19/2023

  We apologize for the consumers disappointment. While the consumer had advised the damages occurred from hitting a wall, after reviewing it was determined that the damages were not consistent with a single accidental incident, which is a requirement as described in the terms of their consumers Contract. The Protection Plan covers a penetrating rip, cut, puncture or tear from a specific incident. After further review it has been determined that the chair has an accumulation of surface abrasions and damage on many areas of the back, some areas of which would not hit the wall due to design of the chair. Regretfully, the claim is ineligible for service. Thank you, Serveco.