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:04/19/2023

  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.

  We purchased a reclining sofa from Lazy boy in January 2020 along with an easy care protection plan (5 year) from ServeCo (plan PP4) which covers the leather, wood and failure of electrical components. In January 2023 we filed a claim for 2 small areas of damage/wear to the leather along with our major concern that the electrical retraction of the recliner was not working properly.. our claim number with ServeCo is *********** filed on 1/23/2023. Photos of the issues were sent as requested by ServeCo. We were advised that a customer representative would contact us within ***** hours. That did not happen. In repeated phone calls to ServeCo in February and March the same response we will call you within ***** hours. Again that never happened. On 4/11/2023 we finally were referred to a manager (******) who told us that our claim had been denied because the damage to the leather had not been reported within 30 days and per the contract only a puncture, cut or tear would be covered. When asked about the electrical issue she stated that because the leather issue was denied that the whole claim was denied. However, she would forward our concern to upper management and advise by a phone call within ***** hours. That too, never happened. In good faith we bought a protection plan from what we thought was a reputable company only to receive zero from them. There are neither reputable or customer oriented. Communications, follow-up and abiding to their contractual responsibilities is definitely lacking.

  

  Business Response

  Date: 04/28/2023

  We apologize for the consumers frustration and the delay in our response. While the issues at hand do not fall under the guidelines of the consumers Protection Plan due to an accumulation of damages, time frame of reporting, electrical issues, surface damages and the peeling of the leather, as a courtesy, we have ordered the consumer parts for the power issues they are having, with no guarantees of ************ the parts have been received the consumer will need to reach back out to Serveco for the installation of the parts. Thank you, Serveco.

  Customer Answer

  Date: 04/28/2023

   
  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:04/14/2023

  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.

  Place repair order on 1/24/2023. Took almost 2 months to receive parts. Service tech canceled 2 times and still not repaired. Today is 4/14/23. Was told to reschedule on 4/28. I am disabled an use this lift chair daily and helps to get me up without help from anyone. I believe I have waited long enough. I want it fixed today.. My wife takes off work when tech is to come and then they cancel.. I was told by ******** at servo that the installing company SAW us a third party and the cant do anything.I want my money back plus the chair repaired. I was also told when I followed up weeks after my first call the the parts would take 4 to 6 weeks.. I called ******* ultra comfort and they told me that they always have those parts in stock. When I call servo back and told them amazingly the parts were shipped the next day.

  

  Business Response

  Date: 04/18/2023

  We apologize for the consumers frustration and the delay in the repair. We have located another independent technician in the consumers area, and they will be reaching out to the consumer to schedule. Thank you, Serveco

  Customer Answer

  Date: 04/18/2023

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  My claim number ******** has not been resolved. I received a call on 4 /18 from servco who promised they found another service company to come out and do the repair. I was to receive a call within 24 to 48 hrs. I haven't received a call yet. So I am requesting a full refund for the chair and have it removed. I have waited long enough.

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

  

  Business Response

  Date: 05/02/2023

  We apologize for the consumers frustration and the delay in our response. We were researching our network of  qualified technicians that service the consumers area. We were able to locate one and the consumer is scheduled for service on May 11th. Thank you, Serveco.

  Customer Answer

  Date: 05/02/2023

   
  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:04/12/2023

  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.

  Table bought from Turks furniture with a warranty purchased from Servco. The table was accidentally scratched from my son playing on it with a toy that had a jagged edge. ****** then claimed that the table is not covered because it was not used for its intended purpose. So this warranty does not cover against ACCIDENTAL scratches or gouges. Basically it sounds like it is at Servco discretion to wha they chose to cover and not. Not to mention I received a call saying that a tech would be out to look at the table. This is absolutely ridiculous and servco does not honor their warranty.

  

  Business Response

  Date: 04/19/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising a toy damaged the table. While the warranty covers damages from a specific incident, damage from toys is not covered as this is damage caused from use of the table beyond the purpose for which it was designed. This exclusion is noted in the terms and conditions of their Service Contract under the What is Not Covered section. Although there are no guarantees of success, as a courtesy, Serveco is sending a qualified independent technician to the consumers home to attempt a repair, they are currently scheduled for 05/02/2023. Thank you, Serveco. 

• Initial Complaint

  Date:04/07/2023

  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 sectional couch from Rotmans. During the purchase process we were offered a "warranty" through ServeCO. As we did pay a good amount of money for the couch we asked IF DAMAGES CAUSED BY A PET (DOG) would be covered. We were told YES. The service agreement was not provided to us until after payment was made, again we based the purchase entirely upon the verbal confirmation regarding pet damage.My dog ripped one of the pieces. I filed a claim online and provided all appropriate paperwork as requested. on 02/21/23. I got a phone call on 03/01/23 from their rep ******** She told me at the time that "pet damage is not covered." I explained to her what was discussed at time of purchase, and she read through the "service agreement" and agreed that rips such as what was shown in the pictures sent would be covered. ******* advised me that at this point the claim was approved and that she would forward to their parts team to source a replacement piece. I spoke again to ******* on 03/09/23 who asked for additional pictures, they were provided. I was told at the time that they were sourcing the replacement piece. After this point all communication from ServeCO stopped. I followed up with calls and voicemails on 03/24, 03/28, 03/30, 03/31. I had also left messages for their "VP, Customer Experience" *********************** and have not gotten any calls back. ******* finally called me back on 03/31 to tell me that despite what I had been told my claim was actually denied. I asked to escalate this to a manager, she told me that ***** would call me back - when I asked if it would be that day, I was told that they close in 45 minutes so no. I actually did not get a return call from ***** until 04/07/23. ***** regurgitated terms from the service agreement to support that animal damage is not covered despite earlier approvals. This is a purposefully deceptive practice given the fact that we were not given the service agreement until after the purchase made.

  

  Business Response

  Date: 04/12/2023

  We apologize for the consumer's disappointment and frustration.  The consumer does not have coverage for pet damage as part of their Protection Plan. If there was a misunderstanding or miscommunication by the store at the time of purchase, we apologize. However, the store is responsible to provide the Plan Contract document and we can only make decisions based on the terms of their Contract. In this case their Plan does not include pet damage as a covered damage. Thank you, Serveco. 

• Initial Complaint

  Date:03/28/2023

  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.

  We purchased two recliners from Lazy boy in ******* *********. They were clear that there was one year parts and labor on the chairs. We opted for the 5 year extended warrantee that was available through Altra Shield ( Now Serveco North America). We purchased the chairs on October 23rd, 2020, and paid for the delivery and set up. The professional delivery and set up occurred on December 10, 2020. We paid $1,179 per chair. The two chairs get relatively minimal use, maybe 60 to 90 minutes per day. Fast forward to March of 2023. One chair **************, and the other has very odd damage to the seat area. I called Serveco to open a claim. I spoke with *******, she took down my information and asked me a few vague questions. I told her i need to say this correctly, one is in great Shape and one showing damage in the seat area, but not where you actually sit. She immediately, as if programed, said " Your coverage will not work because you do not know what happened to it." I said, no, i can not explain that, i said I have pets and young grandchildren, she said " I can not go back and change your answers" , " You are not covered". I called Lazy boy and am arranging to have a technician come and repair the seat. I honestly think Servco should pay this bill ( when i get it), and stop doing business with vague questions and holding you to knowing how the damage was done. who watches their chair every day? . I knew my warrantee was for damage and not normal wear and tear on the item. I was informed of this when i first called lazy boy. This is not normal, or they would both look the same. ******* did not want to hear it and i think clearly had her mind made up when i mentioned the word "not normal wear ". Again, my hope would be they would pay me for the repair or fully refund my cost for the 5 year coverage.

  

  Business Response

  Date: 03/30/2023

  We apologize for the consumers disappointment regarding the outcome of their claim and any shortfall in delivering that message. The consumer placed a claim advising that the seat area looks abnormal, the material looks torn or thread bare, due to an unknown cause. And since their Plan only covers accidental damages that are specific known occurrences, their claim would not be ineligible for coverages or refunds. Thank you, Serveco. 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19865214
  
  I am rejecting this response because: Did they actually read the response? I attempted to explain to the agent that it was obviously based on an incident that I did not witness. It is abnormal as it only happened to one chair ( with both chairs having the same use) .  I could have lied and said i saw what happened but chose to be honest.  I would appreciate a call from them.  ************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/30/2023

  We again apologize for the consumers disappointment. The customer advised he did not witness an incident which would be an unknown cause. Per the Protection Plan: What is not Covered: General Any damage of unknown origin. We will have the representative reach out to the consumer to explain the Protection Plan further. Thank you, Serveco.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19865214
  
  I am rejecting this response because: I look forward to them contacting me and explaining my warrantee only covers what i witness happening 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan. 2023 I spilled coffee on our couch. As the warranty instructs, I immediately blotted the stains and tried unsuccessfully to clean the couch with the cleaning supplies provided with the warranty.I immediately notified ServeCo North America, the warranty administrator. The warranty specifically covers stains that are reported promptly. I filed a formal claim and was told a technician would clean the couch.The cleaner came on 1/24. After working on the couch he said the stains could not be cleaned and that I would either get a new couch or get the couched reupholstered. I called ServeCo repeatedly; they said they were waiting to hear from the manufacturer about the fabric. We looked online at rowefurniture.com (manufacturer) and that fabric no longer appeared. On about 2/20 I again called and was told there was no progress. I got a text number which they said I could use to provide additional info. I texted explaining the fabric issue and giving them fabric options from the **** catalog AND from other online sites. They never even acknowledged the text. On 2/28 I sent the same fabric info to ServeCo by email and they still failed to respond.THE WARRANTY SPECIFICALLY SAYS THAT IF REPLACEMENT FABRIC IS UNAVAILABLE THEY WILL PROVIDE US WITH A SIMILAR ITEM OF COMPARABLE VALUE TO THE ORIGINAL PURCHASE PRICE.But ServeCo said instead of fulfilling the warranty they were considering reimbursing part of the cost of the warranty, which I said was unacceptable. ServeCo said this was because the original fabric was no longer available. I even said we would pay for alternative fabric if they paid for the reupholstery.They instead sent another message offering to reimburse us for a portion of the warranty price instead of complying with the warranty. It has now been two months and ServeCo still hasnt even agreed to repair the couch as required by warranty, much less done so. I have complied with all requirements and need to have this rectified immediately.

  

  Business Response

  Date: 03/31/2023

  We apologize for the customers disappointment and frustration. Serveco will provide cleaning from a nationally known specialized upholstery cleaning company, such as ******* Steamer. It is not uncommon that certain stains may require more than one cleaning. If the cleaning attempt is unsuccessful, we will review resolution options. Thank you, Serveco. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19636112
  
  I am rejecting this response.

  Servcos offer to send another company to try to clean the couch 2 months after the first failed cleaning attempt -  does not comport with its warranty and is not acceptable.
  
  We already had Servcos technician come. He unsuccessfully attempted to clean the couch and told us that it was uncleanable.  (I also note that the failed cleaning attempt led to some of the fabric fraying).

  The warranty is explicit that if the technician cannot remove the stain . . . FPC will replace the damaged portion of the fabric . . .  There is no question that Servcos technician could not remove the stain. The warranty then goes on to state that if, as in our case, [i]f replacement fabric, leather or product material is unavailable . . . FPC agrees to exchange the Covered Product with a similar item of comparable value of the original purchase price. ****** told us that the issue is that replacement fabric is unavailable. It cannot avoid the language that it itself wrote to avoid providing us with a similar item of comparable value as its warranty requires.
  
  We, unlike Servco, complied with the requirements of the warranty. We, unlike Servco, even offered in good faith to buy replacement fabric if they pay to have the couch reupholstered (their own technician told us that either a new couch or reupholstery would be the remedy). We expect them to act in good faith and comply with the express requirements of their warranty.
  
  We want this resolved promptly as we have not had a decent couch for months now. We dont want to be in a position to have to pursue other consumer remedies but we are researching them and are aware that state law also may provide for additional damages and attorney fees. Again, we just want to resolve this matter and have replacement fabric put on our couch.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/10/2023

  Its regrettable that our initial cleaning attempts were unsuccessful. Fabric replacement parts are no longer available from the manufacturer to repair the consumers sofa, and complete reupholstery repairs are not a remedy provided through their Protection Plan coverage. Because of these circumstances, offering a second cleaning for stubborn stains is part of the normal protocol in the process of claim resolution. In the spirit of customer relations we are willing to bypass further attempts to service and offer a sofa refund. Our refund of a sofa in this case, given the original price and the years of use of 6 years, and duration of their Plan, their sofa would equal a value of $250. However, in an effort to resolve this matter we are offering a $500 refund. Please advise, ServeCo 

• Initial Complaint

  Date:03/21/2023

  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 the ServeCo paws and claws warranty through Lazyboy for our couch, loveseat, and recliner. This warranty covers all damage done by pets or people(see uploaded warranty paperwork and receipts for separate charges per warranty). We called the company several times and left voice mails between October 2022-December 2022 without any return phone calls to file a pet damage claim. Once we finally got a representative on the phone we had an additional claim that came up over those two months of waiting for the first claim to be addressed. One claim is for one spot of pet damage on the skirting of the couch. We filed another separate claim on that same day because it is impossible to get a hold of these people and that was for the subsequent stains on the recliner. We purchased a separate warranty for each piece of furniture so they cannot claim these are accumulations because they are separate pieces of furniture with separate warranties , separate events, separate dates, and one was a pet damage and the other was a stain by a human. There is not accumulation. It was requested that I text pictures in which I did. No one ever got back to us. I have called multiple times and when I finally got someone who was EXTREMELY rude on the phone she said claim denied and hung up. The phone number associated with both separate claims is ************. Claim numbers have never been given to us even though I have repeatedly requested the number. We were told over the phone that the fabric has discontinued so they have denied the claim even though the contract state they should give us store credit to purchase something different as a replacement rather than a denial. We have not gotten a formal denial in writing. I have repeatedly emailed for an update and no response. We told the person taking the information that these are separate claims because we cannot get a hold of anyone for months on end. We did our part and paid for the warranty. Not it's their turn to honor it!

  

  Business Response

  Date: 03/24/2023

  We apologize for the consumers disappointment. We would like to offer the consumer a courtesy replacement of the sofa. We do need to advise that would complete their coverage on their Protection Plan. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 03/24/2023

  It's my understanding the couch is discontinued by the manufacturer. What would the replacement be? A different couch of the same value? If so, the replacement couch will no longer match the recliner and loveseat. Additionally, the recliner stains were not addressed in the remedy. Thank you. *****

  

  Business Response

  Date: 03/30/2023

  We again apologize for the consumers disappointment. The consumers claim was ineligible for service due to an accumulation of damages, rather than damage from a specific incident as described in their Service Contract. As a courtesy, Serveco offered to replace the sofa to resolve the issues at hand. The Protection Plan does NOT cover groupings or sets, only the damaged piece of furniture. Thank you, Serveco.

  Customer Answer

  Date: 03/30/2023

   
  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:03/16/2023

  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.

  Serveco ********** Plan was purchased on2/7/2022 and covered damage to two ******************* Recliners purchased on same date at *********************. I filed a claim of Ink Damage on Friday 3/10/2023. The claim was reviewed and on 3/13/23 I received a phone call that the claim was denied ** the contract will fix damage only caused by a Gel pen. Nowhere on the brochure describing damage is Gel pen specified. Apparently it is stated in a booklet that I never received. Contacted Lazy Boy, they were no help. Am awaiting call from a manager as to my complaint. Their phone number is ************** spoke to *****. Thanks

  

  Business Response

  Date: 03/20/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising there is an ink stain on the left armrest. Per their **************** Plan, only gel pen is covered, their Protection Plan does not cover ink from any other kind of pen. The brochure does advise to refer to the Protection Plan for full coverages and exclusions. If the consumer did not receive a copy of their Protection Plan, they would need to reach out to their store of purchase, and they will provide one. Thank you, Serveco.

• Initial Complaint

  Date:03/15/2023

  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 love seat and sofa on May 20th 2020 along with a 5 year warranty that was $428 through ServeCo. On 12/20/2022 at 4:30pm I filed a claim with ServeCo due to the love seat no longer reclines. I was given the number ************** on 12/20/2022 to text pictures to the company. I received a response on 12/22/2022 at 4:47pm stating that they had received my photos and would reach out to be in 3 to 5 business days. Due to the holidays I allowed more time to pass before I reached out to the company. I reached out on 1/10/2023 after waiting for 12 mins their phone system hung up on me. Second time I called after 25 mins I was told someone would call me back today. I did not receive a return phone call. 1/13/2023 3:35 pm I got in touch with a ***** who gave me who gave me a lady names ****** phone number. I reached out to ****** on 1/16/2023 I spoke to ****** there was a discussion that she thought the furniture was manufactured in *****. She would contact them regarding parts and would get back with me. There was not return phone call. On 1/18/2023 I called ****** and she stated that she did not get time to check on my parts. She said she would check on it right now and would call me back. ****** never called me back. I had called a few more times through out January and was told ****** was out. 1/30/2023 Again ****** is out I notified them that I would be contacting the BBB due to lack of communication and being able to resolve my problem even though I purchased a warranty through them. 3/15/2023 I attempted to contact them one final time before reached out to the BBB I was told that they had reached out the manufacture but they had not gotten a response.

  

  Business Response

  Date: 03/16/2023

  We apologize for the consumers disappointment and the delay with the parts. ****** works for the consumers store and not for Serveco, and Serveco has been trying to reach her as well regarding the parts. We will continue to request updates on the part status, that is if the consumer chooses to wait for the parts. If the consumer decides not to wait for the parts, and she would like a refund on the Protection Plan, we will provide that as well. We do need to advise that if the Protection Plan is refunded, it will complete the consumers coverage under their Protection Plan. Please advise. Thank you, Serveco

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like a refund on my protection plan please.
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19598031
  
  I am rejecting this response because:
  I would like a refund on my protection plan please.
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/10/2023

  We again apologize for the consumer's disappointment and frustration. We have attempted to provide repair services to the consumer; however, they no longer want repairs and are requesting a refund of their Service Agreement purchase price. Although, service is the Contract Terms, due to the unintentional delays and in the spirit of customer relations we will review the option of a prorated refund. Before we can consider this option, ServeCo will need a clear, readable copy of the purchase receipt showing the price paid for the Plan Contract. Thank you, Serveco.

   

  Best Regards,

   

  ********-Customer Service Representative ************* ****************** O-************

  Customer Answer

  Date: 07/12/2023

  Hello,

   I have attached my receipt however it is hand written and a carbon copy making it difficult to read. What I can read is that the protection plan was $299. I will not accept a prorated amount due to the amount of time I have had to deal with this company and not getting it resolved in a timely manner. No service was ever provided to me I would like a full refund. 

  

  Business Response

  Date: 07/18/2023

  We again apologize for the consumer's disappointment and frustration. We have attempted to provide repair services to the consumer; however, they no longer want repairs and are requesting a refund of their Service Agreement purchase price. Although, service is the Contract Terms, due to the unintentional delays and in the spirit of customer relations we will review the option of a prorated refund. Before we can consider this option, ServeCo will need a clear, readable copy of the purchase receipt showing the price paid for the Plan Contract. Thank you, Serveco.

  Customer Answer

  Date: 07/19/2023

  I have sent multiple pictures of sales receipt and explained that it is a carbon copy and difficult to read. I will accept the prorated amount please let me know what that is.

• Initial Complaint

  Date:03/13/2023

  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.

  On 9/5/22 we bought a recliner at Boscovs in Dover, ** and took out a 5 year extended warranty. On 2/4/23 a spring broke and we contacted Serveco. We sent them the paperwork they requested and we're advised someone would call us 24 to 48 hours. On 2/9 after not hearing we called and were advised it wasn't downloaded. We called again on 2/13 and were advised to send copy of tags under chair which we did that day. On 2/17 they called stating spring was being ordered and would be sent to us and we would have to put it on ourselves. Not receiving the spring, we called on 3/9 and were advised it was never ordered. We called again today, 3/13 gave the our Claim #****** and were advised they don't have a claim for us. Asked to speak to a supervisor and were advised it would take 24 to 48 hours. All we want is our chair fixed.

  

  Business Response

  Date: 03/14/2023

  We apologize for the consumers frustration. The consumers claim number is ********** not ******, sorry for the confusion. We did confirm that Serveco ordered the part on 02/17/2023. The part estimated arrival is in ***** business days. Management has reached out to the consumers store for an update on the part, and once received, they will advise the consumer of the update. Thank you, Serveco.

  Customer Answer

  Date: 03/14/2023

   
  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,
  
  *******************************