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:03/07/2023

  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 sectional at *************** in ******, ******* in October 2020. We also purchased a 10 year fabric warranty that was offered through Serveco. We have purchased other warranties with our furniture purchases, weve just never had to file a claim. In January we called Serveco to file a claim for a stain from one of our kids throwing up on the couch. We called them immediately, as instructed gave them the warranty number. They told us to send pictures of the parts of the sectional that had been soiled, the warranty number/ receipt. I told them I would submit and did immediately on 1/23. Ive had to call back probably 20 times only to be given various reasons why the claim had not been approved. The first excuse was, they needed a picture of the entire sofa. So I submitted that after my initial claim. Then it was they needed warranty paperwork. I told them (also confirmed with *****************************) that we didnt get warranty paper work, only the receipt showing we paid for it and the warranty number. The last phone call they claimed they never got a copy of our receipt. Again this was sent the first email and there after again. We have yet to hear back from them regarding when a clean will be scheduled. This company has completely given us the run around over something that we paid for. I want our couch cleaned completely ASAP with the pictures and receipts we have submitted.

  

  Business Response

  Date: 03/13/2023

  We apologize for the delay and the consumers frustration. The consumers Service Contract states that a copy of the Protection Plan must be provided to receive service. Even though the consumer did not follow the terms of their Contract, in good faith we will set up the work order for an independent technician to come to the consumers home to attempt the cleaning of the stain. Please advise. Thank you, Serveco

  Customer Answer

  Date: 03/13/2023

   
  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. 
  Additionally, we didnt not NOT follow the terms of our contract. We were NOT given a copy of any protection plan and Serveco is aware of this  
  

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

• Initial Complaint

  Date:03/07/2023

  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 bought this carpet with the extended warrenty and ever since I put in a claim on 12/30/2022 I have gotten nothing but excuses , delays and no resolution. This company is nothing but lies and excuses and they are not replacing my carpet or giving me ANY resolution. They are the worst, worst, worst!!!!!

  

  Business Response

  Date: 03/13/2023

  We apologize in the delay and the consumers frustration. It appears the consumers store is no longer in business and Serveco is looking into resolutions. Once the representative has an update,they will reach out to the consumer to advise. Thank you, Serveco

• Initial Complaint

  Date:03/07/2023

  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 was charged 229.00$+tax for an insurance in march 2022 to cover my couch.The insurance was promising to cover damages caused by pets, but when I made a claim after my dog escaped his pen and left some bite marks on the couch, they refused to compensate.The reason was that the damage on my couch was an accumulation of damage which wasn't the case for me, it happened once.They did not try to help me at all and kept repeating the same thing over and over again without explaining what was "accumulation of damage" to them and not explaining what is "damage caused by pets" if bite marks are not covered.The employees I spoke to where rude and mostly wanted to get rid of me without giving proper explanation.

  

  Business Response

  Date: 03/08/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising of pet damages on their sofa. After review of the claim and photos, it was determined there are multiple damages that are accumulated, repeated damage. Accumulation can be repeated damages, which in this case the damage was repeated in four or more large separate areas. Additionally, the consumers Service Contract states that damage from extensive activities is not covered. Since four or more extensively damaged areas are present on the consumer sofa, it is reasonable to determine accumulation or repeated damage, as well as extensive damage. Therefore, regretfully, this claim is ineligible for service. Thank you, Serveco.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the accidental warranty coverage for my couch purchased. The policy covers rips and tears and accidental damages.I have a rip down the center of one of my cushions and submitted a claim the first week in January 2023. Nobody contacted me for nearly a month before I called back in February. They stated someone would call me within 72hrs. 2 weeks later I got a call with the decision that my claim has been rejected because I can't tell them exactly how it happened. Appealed the decision with management, and they rejected the claim as well.Poor customer service and shady fine print to get out of paying the claim.

  

  Business Response

  Date: 03/07/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising that there is a ripped seam and a hole on their furniture. The consumers claim was ineligible due to unknown damages and seam separation. Unknown damages are not covered because the Service Contracts list only specific damages that are covered a result of an accidental occurrence. And seam separation is noted as an ineligible damage. Thank you, Serveco

• Initial Complaint

  Date:02/28/2023

  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 had filed 3 complaints for claim number ************. Broken foot rest for a new sofa bought through laz boy, and a stain around 1/15/23. To date(2/28/23) the issue not resolved. No contact from them. The part is ordered, and needs " approved by manager"-- It has been 6 weeks and is slow process with no accountability and repeated request for re submission of pictures when we contacted. Will like someone to reach out to them to help resolve issue.

  

  Business Response

  Date: 03/07/2023

  We apologize for the delay in our response. We have further reviewed with management, and we have 2 choices for the consumer. One would be full replacement of the recliner, the next would be what is called a Buy Back. That means the consumer pays $252.00 to keep the recliner in its current state but would receive an in-store credit for the amount they paid for the recliner which is $1259.99. We do need to advise; the warranty would be fulfilled on either choice. Please advise on how the consumer would like to proceed. Thank you, Serveco

• Initial Complaint

  Date:02/26/2023

  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 the Ultrashield 10 Year Extended Warranty for a LA-Z-BOY recliner, sofa and rug on 1-3-2018 (copy of the LA-Z-BOY receipt and warranty attached). The cost of the warranty for the sofa was $189.98, $129.98 for the recliner coverage and $99.98 for the rug coverage.We submitted a warranty claim for the sofa on 1-3-23 when my wife ***** got up to answer the telephone and didnt put down the sofa leg lift. She then noticed the small sofa tear when she came back to sit again on 1-3-23.After submitting the claim and photos etc to ServeCo they ultimately denied the claim on 2-9-23 per the claim denial document attached, and as follows - Regretfully after inspection and review of your specific claim, it does not meet the criteria required to be eligible for full service. The claim indicates that the Sofa stated that on the right-hand side of the leg lift the foam is protruding and that it was an accidental rip and was noticed after your wife seen it on 1/3. After review it has been determined as a surface abrasion on the material from rubbing the inside seat. Not a specific incident.Thus, they state that the incident was a result of surface abrasion not a rip as a result of that one instance.In order to resolve we would like ServeCo to stand by their warranty and repair the small tear/rip in the sofa.

  

  Business Response

  Date: 03/02/2023

   We apologize for the consumers disappointment. The consumer placed a claim advising that there is a small tear noticed when sitting down after leaving the footrest up, but the actual cause of the damage was not stated/determined. After review of the claim and photos, it was deemed ineligible due to an unknown cause. Per the 10 Year Leather Protection Plan: What is Not Covered: General Any damages of unknown origin. While the claim is ineligible, to maintain good consumer satisfaction, we will repair as best as possible as a courtesy. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 03/02/2023

   
  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.

  Please contact me to arrange the repair as a courtesy
  
  Sincerely,
  
  *******************************

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

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

  

  Business Response

  Date: 03/08/2023

  We apologize in the delay. We were investigating qualified independent technicians for the attempt of repair, and we have located one. The work order has been created and the technician will be reaching out to schedule in ***** business hours. Thank you ,Serveco.

  Customer Answer

  Date: 03/08/2023

  A furniture technician representing ServeCo (FRM Carolinas at ************) is scheduled to visit my home to address the issue on Friday March 24th from 12 to 2 pm.

  Please keep my BBB case open until the following Monday and I will respond to the BBB at that time.

  Thank you.

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

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

• Initial Complaint

  Date:02/18/2023

  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 a 5 year protection plan when purchasing our dining table. We were told that should anything happen to our surface, to follow the instructions provided for filing a claim and it would be resolved. On November 24th, 2022, during our Thanksgiving party, a serving tray that sat on one side of the table caused scratch, *****, ******************* that penetrated the finish of the product. We submitted our claim on December 2nd, 2022 on the company website. I received a confirmation email that same day stating that I would be contacted within ***** hours by a service representative. I was patient for a few weeks, but were never contacted by the company. I reached out again on December 15th, following the instructions on the original submission email, again being told I would be contacted within ***** hours. Again, I was patient but did not receive a response. After calling the company, I was finally contacted on January 10th by ********************* General Queue Team Lead asking for some of documentation I had originally submitted on December 2nd, but did not contact me to discuss the claim. I followed up 3 times between then and January 26th and never received a response. Calling the company again early February, I was now told that they would send someone out to assess the damages to the table. Again, I was not contacted, until I had to call again on February 15th. At this time the representative, *****, advised that the claim was being denied due to the damages being caused from "repeated use" and that I turned in the claim beyond 30 days of when the incident occurred. As originally stated in my submission, the damages were caused from a single incident using the table as intended causing damages that are considered covered damages under "What is Covered; Wood Footage; 1., 2., 3., and 4." Additionally, the claim was submitted December 2nd 2022, 8 days after the incident occurred on November 24th, 2022. I feel that ******'s denial is in bad faith and would like resolution.

  

  Business Response

  Date: 02/23/2023

  We apologize for the consumer's disappointment. The consumer placed a claim on his table stating there are damages from a serving tray. After review, it was determined that the claim was ineligible due to an accumulation of damages that do not reflect a specific incident. Per the 5 *************** Protection Plan: What is not Covered: Any accumulation of stains or damages. Due to the extent of the damages, we feel justified in our decision. Thank you, Serveco

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19429959
  
  I am rejecting this response because:

  The ****** company only uses part of their language for their denial. I provided their language as an attachment. The language continues on to state that occurs from repeated use, rather than from a particular incident.

  The company also acknowledges that the claim I submitted was from a singular incident. I provided *********** that match the What is covered section of the agreement, while ****** has failed to support their denial.

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

  

  Business Response

  Date: 03/07/2023

  We again apologize for the consumers disappointment. The consumer advised the damage was caused by a serving tray, however as previously stated there is an accumulation of damages that do not reflect a specific incident. The photos the consumer provided also shows round rings that would not be affiliated with a serving tray as well as damages throughout the table. Regretfully, with the type and extent of the damage this claim is ineligible for service. Thank you, Serveco. 

• Initial Complaint

  Date:02/16/2023

  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.

  I purchased a couch in April 11 2022 which I purchased a Serveco Protection Plan on it. Within a month of purchase we starting noticing piling on the couch I contacted the company with no response. Life got busy. In October I placed a claim in for the piling on it which had progressively gotten worse. Oct 14th I was denied as it wasnt put through in thirty days of it happening.. talked to many staff and the store we purchased it from everyone said it shouldve been covered. Went to the store in December spoke to the staff there they said to put it under review which I did.. so nothing. Keep in mind I work 12 hour days and live 2 hours from the store. Fast forward to January 20,2023 my dog chewed my sofa. So I went and put a new claim through. I was denied due to accumulation of damage ! This was a one time incident of my dog attacking my sofaFinally the manager called me (Feb 16,23) very rude, unprofessional, very abrupt and no its been to damaged your not covered would not give me a name, email, contact of any sort . All I got was Mr.**** so apparently this $229 pet protection plan I purchased is worthless. Its fine if they dont want to replace the sofa but at least replace the damaged cushions. This is a one time event, my dog chewed my sofa this is not an accumulation of Damage

  

  Business Response

  Date: 02/17/2023

  We apologize for the consumers disappointment. While one sofa was replaced due to pet damages, the second sofa has damages consistent with wear and tear, and damage throughout that is not consistent with a specific incident. REQUIREMENTS FOR REQUESTING SERVICE: 1. Any stain or damage must be reported to Ultra Shield within thirty (30) days of the date that-the stain or damage occurred. Per the Protection Plan: What is Not Covered: Wear & Tear Caused By Repeated Use (over time) Pilling, pulls, snags, seam separation, or fraying of fabric. We must uphold the claim as ineligible. Thank you, Serveco.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19417153
  
  I am rejecting this response because:
  This claim has nothing to do with piling, pulls, frays, etc.

  This claim is for the two holes in my couch that unfortunately my dog chewed on Jan 20/2023. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/25/2023

  Hello, this has been resolved and closed out back in Sept 2023. 

• Initial Complaint

  Date:02/14/2023

  Type:Product 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.

  Complaint Details on 01/26/2023 I called ServeCo at ************ to cancel my contract and receive a pro-rata refund per the terms of my contract with them. I spoke with ***** who said they do not get involved in refunds. I told her my contract specifically said to call them and request a refund. ***** said i would have to go to ****** and request a refund. I said my SERVECO PLATINUM POWER 4--5 YR PROTECTION PLAN PP4 is with ServeCo, not LaZBoy. She had no response. I asked if I could speak with a manager but she said there was no one available, but she would ask someone to call me. I paid $220.00 for the ServeCo contract 11/23/2021; my chair was delivered 01/20/2022.My contract with Serveco states the contract can be cancelled at my request--no reason need be given--it is my choice alone: "CANCELLATION You may cancel this Plan by calling Us at: ************** during normal business hours (Monday through Friday, 8:00 a.m. to 7:00 p.m. or Saturday 8:00 a.m. to 5:00 p.m. eastern time). If cancelled within (30) days, You will receive a refund equal to the purchase price of this Plan. After thirty (30) days, You will receive a pro-rated refund based on the portion of the coverage period that has expired minus the cost of any claims paid."Desired Outcome/Settlement Desired Settlement: Refund None Provided From the Business on Tuesday, January 31, 2023 We apologize for the consumers disappointment. The consumer placed a claim that did not fall under the guidelines of the Extended Protection Plan. While the consumer would like a refund of his plan, Serveco does not refund the Warranty based on an ineligible claim. We will advise the store that the consumer would like to cancel their warranty, but we would suggest that the consumer reach out to the store of purchase. Thank you, Serveco.As stated above, no reason need be given per the terms of the contract. Serveco is violaating the contract terms by adding new conditions for obtaining a refund.

  

  Business Response

  Date: 02/23/2023

  We apologize for the delay in our response. We have worked with the consumer's store and are offering a pro-rated refund of $176.00. The consumer may reach out to his store of purchase with any questions. We must advise that refunding the Protection Plan will terminate the warranty, and service will no longer be available in the future. Thank you, Serveco.

  Customer Answer

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/10/2023

  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 bought two reclining sofas from Lazy Boy in March 2020, but they weren't delivered until Nov 2020. We purchased damage warranty, as suggested by the saleswoman. We now have damage from our cat, and the dye on the couch is already fading. I've contacted ******, the warranty company, and they are refusing to fix the damages and faded dye. Not sure why I purchased the warranty since they aren't covering anything.

  

  Business Response

  Date: 02/10/2023

  We apologize for the consumers dispaointment. The consumer placed a claim advising of pet damages as well as fading of the leather. Per the **************** Protection Plan, what is not covered: Manufacturer Quality Issues Fading, color loss or color change. The Protection Plan purchased by the consumer does not include pet damages coverage. We again apologize, but the claim will remain as ineligible. Thank you, Serveco.

  Customer Answer

  Date: 02/12/2023

  When we purchased the warranty, the sales lady said pet damage is covered. The couch is barely two years old and the leather is already fading. 

  

  Business Response

  Date: 02/17/2023

  We again apologize for the consumers disappointment. The Protection Plan purchased is an accidental warranty, it covers a wide range of issues that would happen in the home (listed in your Plan), the Protection Plan does not cover fading  or pet damage. Therefore, regretfully, their claim would remain ineligible for service. Thank you, Serveco.
  
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19382727
  
  I am rejecting this response because: I paid too much for a service that isnt paying for the service.
  
  Sincerely,
  
  ***** Register

  

  Business Response

  Date: 02/17/2023

  Sadly, we must honor the terms and conditions detailed in the consumers Protection Plan purchased. The claim damages are not covered items as listed in their Service Contract and therefore we must uphold their claim as ineligible. Thank you, Serveco. 

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19382727
  
  I am rejecting this response because its not the verbal agreement set forth by the sales lady. Well be sure to let everyone know how Serveco operates and not to buy their service. 
  
  Sincerely,
  
  ***** Register