Extended Warranty Contract Service Companies
ServeCo North AmericaHeadquarters
Complaints
This profile includes complaints for ServeCo North America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 347 total complaints in the last 3 years.
- 114 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/19/2023
Type:Customer Service IssuesStatus: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 19 January 2023 I received a call from Serveco stating my claim was denied which I filed on 18 January 2023 due to an accumulation of damages due to my dog destroying multiple parts of my couch. I filed a claim within 30 days of the incidents. My dog chewed the foot rests on two of the sectional sofa legs and then last week while I my wife was giving my kid a bath he went crazy on the corner of the back rest. With the sectional sofa from Lazboy each piece is bought separately and each piece has its own care protection plan that is paid for. How can they deny a claim because due to what they say is an accumulation of damages from repeated use not a specific incident. I can reclaim the specific incidents on each piece. I am not claiming multiple damages on each piece but one damage on each piece. Each piece is is paid for individually and each piece has its own service contract. This is horrible service and Serveco is just trying to steal money from its customers and not willing to actually keep their end of the deal. The couches are 1 year old and we bought the 5 year contract.Business Response
Date: 01/25/2023
We apologize for the consumers disappointment. The consumer placed a claim advising of pet damages on multiple areas of their sectional from 2 different occurrences. Per the 5 Year Pet Protection Plan; What is not covered: Any accumulation of stains or damage that occurs from repeated use, rather than from a particular incident. The consumer asked if we could cover one area. We are unable to break up the claim and have to look at the furniture as a whole. Due to the amount of damages in multiple areas as well as multiple occurrences, the consumers claim would not be eligible for service. Thank you, Serveco.Initial Complaint
Date:01/19/2023
Type:Service or Repair IssuesStatus: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 would not recommend this company for furniture insurance at all and after reading some reviews on here I see Im not the only one who wouldnt. I recently filed a claim on a piece of furniture and was denied. I was given the same ******** reason Ive seen other post on here stating that the damage looked accumulative and they wont honor their side of the deal. This company is garbage and will try to find a way out of doing their job whenever possible. I would advise everyone to stay away from this company.Business Response
Date: 01/23/2023
We apologize for the consumers disappointment. The consumer placed a claim advising that there are scratches all over the table. After review of the photos, it was determined there is an accumulation of damages. The consumer purchased a Service Contract that covers accidental damage that occurs as a result of a specific incident. Per their 5 *************** Vip Pet Protection: What is not covered; Any accumulation of stains or damage. While some claims do not fall under the guidelines of the coverages, we honor every claim that does. We understand the consumers frustration, however we must follow those guidelines.Thank you, Serveco.Initial Complaint
Date:01/17/2023
Type:Service or Repair IssuesStatus: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 April 27, 2021, I visited the Surplus Furniture and Mattress store at ******************************************** to purchase a new sofa and love seat for my family room. I explained to the salesperson that I did not wish to purchase an expensive set because I have 2 large dogs who ripped and tore my previous set. He recommended the ********** VIP Pet Plan 5 yr combo. He explained that it cost $199 and that if the dogs damaged the furniture I would pay a deductible of $150 and the piece would be replaced. I read the policy and while there are more exclusions than inclusions in whats covered, it clearly states DAMAGE CAUSED BY PETS is included. Twenty months later and there are tears in both pieces in multiple places from the dogs digging at them with their claws, not from sitting on it repeatedly as they claim. I submitted my claim online with the pictures of the pieces on Jan 9th. Serveco emailed requesting additional pictures which I sent on Jan 12th. On Jan 13th, Serveco sent an email denying my claim stating that the the claim facts indicate that the damage is throughout the piece and is an accumulation of damage. What claim facts? The pics indicate ripped fabric from claws attached to dogs who routinely claw and dig at the sofa. I will admit that the damage has occurred overtime with the dogs clawing at the sofa. I sent an email on Jan 13th appealing the decision. I was sent a follow up email on Jan 16th email asking me to check their reason for denial. I am not claiming the damage was caused by repeated use. The damage was caused by repeated clawing of the sofa and loveseat by my dogs. No one has called me to discuss despite having my telephone number. Their policy appears to be deny the claim and provide a reason from the long list of exclusions. I am incredibly frustrated by the practice of insinuating I am a liar as to the cause of the damage. This is unacceptable business practices and they are scamming people with no intention of paying.Business Response
Date: 01/20/2023
We apologize for the consumers frustration and any communications that were interpreted as insulting, that was surely not our intent. We refer to the claim facts as what was reported to us. In this case, damage from repeated use and/or damage occurring overtime are one in the same. Reported to ServeCo were the terms routinely claw and dig at the sofa and repeated clawing at the sofa,these reference actions that are regularly followed. Either description defines that the damage wasnt the result of a specific or particular incident.Therefore, accumulative in nature and detailed within the terms of their Service Contract as an ineligible claim. However, in the spirit of consumer relations we will offer a full replacement. Additionally, for the record, the accusation of scamming is unfounded and inaccurate as we approve the majority of our claims and have never denied an eligible claim. Sincerely, ServeCoCustomer Answer
Date: 01/20/2023
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:01/16/2023
Type:Service or Repair IssuesStatus: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 furniture (couch and loveseat) from ************ store in December 2021. We also purchased the serveco 5 year gold extended warranty highly recommended by *******. Several days ago I filed a claim with serveco for ripped furniture and what appears to be a broken spring or wood inside the couch seat cushion. The claim was filed online and pictures attached of the rip and sunken in cushion where the spring or wood damage appears to be. Serveco never got back to us. After calling them twice for an update I was told that based on my pictures they rejected my claim. Although according to our warranty information these issues should have been covered. I asked how that decision was made since no one from serveco came out to see or access the damages. They told me decision made by the pictures provided and there was nothing they could do for me. We reached out to ******* who also told us based on the warranty they sold us these issues should have been covered. This warranty and company are horrible. Horrible coverage and service. They have no issue selling a warranty and taking your money. But they certainly dont stand by it.Business Response
Date: 01/19/2023
We apologize for the consumers disappointment. The consumer had advised that the loveseat has a tear on the arm in the seam. The sofas seat is falling in and can hear noises, the overall furniture looks bad. Per the ********** Vip Protection Plan, what is not covered Stress tear (tearing or ripping of upholstery within one-half inch of and parallel to the seam line), or fabric flaws; Fading, color loss or color change. Wear & Tear Caused By Repeated Use (over time). The consumer has a copy of the brochure which states to refer to their warranty for coverages and exclusions. If the consumer does not have a copy of the warranty, she may reach out to her store to obtain one. If the consumer agrees, we will send an independent technician to the home to inspect the frame/spring damages, for repair if possible, with no guarantee of success. Please advise. Thank you, ServecoCustomer Answer
Date: 01/19/2023
This is the exact brochure we were given when warranty was purchased. Nothing else. No where in this brochure does it state things the warranty company is stating regarding coverage. There is no such explanation as they claim there is. Not does boscovs (store of purchase) have such information. They have just what was given to us enclosed here.
Serveco should be sending someone out to look at the furniture. And should back the warranty sold to us and information given to us.
Business Response
Date: 01/23/2023
We again apologize for the consumers disappointment. As advised previously, the consumer would need to reach out to the store to obtain a copy of the Protection Plan. The brochure does advise that some exclusions apply. This brochure is a summary/sales tool explaining the types of coverage offered and is not a substitute for the Service Contract. See your Service Contract for specific coverages and restrictions. Once the service contract has been reviewed and the consumer agrees, we will send an independent technician to the home to inspect the frame/spring damages, for repair, if possible, with no guarantee of success. Please advise. Thank you, ServeCoCustomer Answer
Date: 01/23/2023
We have contacted ******* regarding the warranty. As Ive previously stated. ******* states they only have what was given to us and what Ive provided. The brochure of coverage previously attached. They say they have no other warranty information and again state our issues should be covered w in the warranty we purchased We are willing to arrange for someone to come out and look at the furniture. Maybe that person could bring us a clear copy of the warranty we purchased since what we thought we purchased clearly wasnt what we actually purchased based on what serveco is saying.
Business Response
Date: 01/30/2023
We were informed by the retail store that this customer is receiving new replacement merchandise. This complaint has been resolved. Thank you, Serveco.Customer Answer
Date: 01/30/2023
After going back and forth with the store along with serveco regarding the poor quality furniture and warranty purchased as well as the warranty information provided to us by the store, the store and manufacturer are replacing our furniture. Although we feel we paid for a warranty that is worthless, non the less the issue is being taken care of by the store.
we willl never purchase or use serveco services again. And will never recommend them to anyone.
Thsi issue is closed since the store is agreeing to take care of the furniture issues.
Initial Complaint
Date:01/09/2023
Type:Service or Repair IssuesStatus: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 an extended warranty on couch. Filed a claim as we have a small tear in the cushion and the springs/frame underneath are broken ALL FROM ONE INCIDENT. Same spot on the couch not different spots. After 2 months we get told that this great warranty we were sold will not cover it because it is not covered due to What is not covered > General > Any accumulation of stains or damage, including stains, damage, or soil buildup (as well as perspiration, hair and body oil) that occurs from repeated use, rather than from a particular incident. However it is one incident not a build up from repeated use. Also noted was What is not covered > General * last point * > Any unknown stains or damages. I have three children I am not exactly which child or what exactly happened as I do not watch my couch 24hrs a day. I know when it happened but cannot definitively say exactly what happened. This great no questions asked warranty that we were sold has been nothing but a money grab. Any excuse to get out of fixing it is used. My response to the company through emails still have not been answered. So far I have an overpriced broken piece of furniture that I felt was protected incase of anything happening was simply was a false sense of comfort. HORRIBLE CUSTOMER SERVICE, FALSE ADVERTISING, MONEY GRABBusiness Response
Date: 02/06/2023
We apologize for the consumers disappointment.The claim indicates the furniture has an accumulation of damages and the furniture has unknown stain(s) or damage(s). The service contract only provides service for accidental damage from a specific incident. In this case, the claim facts indicate that the damage is throughout the piece and is an accumulation of damage. The service contract language clearly spells out these exclusions in the section headed "What is Not Covered". Please see your warranty for complete coverage and exclusions, under; 1. What is not covered > General > Any accumulation of stains or damage, including stains, damage, or soil buildup (as well as perspiration, hair, and body oil) that occurs from repeated use, rather than from a particular incident. 2. What is not covered > General * Any unknown stains or damages. Therefore, the claim was appropriately determined ineligible per the consumers Service Contract. Thank you,. ServecoCustomer Answer
Date: 02/06/2023
Complaint: 18702295
I am rejecting this response because:
It is not an accumulation over a period of time. It was one incident the ripped a hole and in the SAME spot broke the frame underneath. It is a technicality trying to get out of it.
Sincerely,
*******************Business Response
Date: 10/25/2023
Hello, this was responded to and closed out back in Feb of 2023.Initial Complaint
Date:01/08/2023
Type:Service or Repair IssuesStatus: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 sectional sofa was damaged by my dog and by my kids. They claim that the damage cannot be covered due to an accumulation of damage. Had I submitted the claims separate rather than together they would have covered it but because it was an accumulation of events and I could not say which part was damaged in which event they denied claim. I have a feeling they routinely deny claims to avoid paying out. Small claims likely to be filed.Business Response
Date: 02/15/2023
Our sincere apologies for the delay of our response, this was an unintended oversight. The consumer placed a claim advising that the cushions are not supported and wooden structure in sofa is not properly secured to sofa frame, due to an unknown cause. The claim was determined a non coverage ineligible for service due to unknown damages because only certain items listed in their Contract are covered. Once determined ineligible and processed the consumer advised that the damage was caused by his children and pets. Once the claim has been processed, we are unable to make any changes to the claim. Per the Protection Plan the consumer purchased, frame damage and pet damages, as well as an accumulation of damages, would fall under the What is Not covered guidelines of their Service Contract. We apologize for the outcome of the consumers claim, however we must uphold the decision that their claim is ineligible for service. Thank you, Serveco.Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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 ******** recliner in February 2022 after a PCS that damaged our previous couch. We came home to find damage to our recliner sofa the weekend of our anniversary. At the point of sale, ******** sold us a 5-year ******** Protection Plan for $400, not including tax. The sales representative promised us that this plan was a one-time repair for any and all kinds of damage, but never produced a contract or any details of the protection plan with our our purchase contract. We were under the impression that this plan was an in-house service provided by ********, for that reason. We were also never contacted by ServeCo following the sale, or mailed any contract, details, or receipt for our purchase of the protection plan. The sales representative never indicated that we would have to go through a third party for this repair, either. We did not find any of this out until contacting them through ********, where we were redirected to this company. We provided pictures and produced our product receipt, with the date of delivery, date of sale, and the protection plan included on the receipt for purchase. We called multiple times for an update to schedule the repair, and no one ever returned our call. It was not until today that I called, frustrated, to learn what was going on. The representative on the phone put me on hold for about 15 minutes and returned to the call stating our claim has been denied due to "extensive and accumulated damage." We were never called. We never received anything in writing detailing whatever "contract" this was, and we're never informed that it was possible that this would even be denied! What is the point of a pet care protection plan if they won't repair the damage? This is a fraudulent sale and if we had been told the truth, we never would have purchased it or purchased furniture from ********. After reading the BBB complaints, I understand it denies almost all claims and clearly scams its customers.Business Response
Date: 12/28/2022
We apologize for the consumers disappointment, and the delay in the representatives response, we appreciate your patience. The consumer placed a claim, advising pet damages on the front right, backs and the wood frame of the sofa. The consumers Service Contract provides coverage for many types of damage based on accidents from a specific occurrence. In this case, through examination of the photos, given the extent and number of damages in different areas of the furniture, the damage was determined consistent with an accumulation, rather than from specific or particular event, as per their Protection Plan document. Therefore, the claim would not be eligible for service. The Contract was purchased from the retailer and therefore the Contract would be required to be obtained from them, and there would be some responsibility for the consumer to have the Contract, and to know the terms. It would be inappropriate and unfounded to state fraud or scam, when for the record, we have never denied a covered claim and we approve more claims than we deny. Unfortunately, satisfied consumers rarely post their experiences. Again, we regret your disappointment in the outcome of your claim. Sincerely, ServeCoCustomer Answer
Date: 12/28/2022
Complaint: 18646493
I am rejecting this response because:Per our statements, this was indeed a single catastrophic claim, and neither the retailer nor the insurer in question provided terms of the contract upon purchase. No contract was produced at any part of the process. We were not aware of conditions, since we were not contacted at the time of sale by the insurer.
Sincerely,
***************************Business Response
Date: 12/28/2022
We apologize for any confusion regarding the consumers Contract document. As advised, the consumer should speak to the store of purchase for the copy of their Protection Plan. Serveco does not require the consumer to register their Plan, the consumer is advised to keep a copy of their sales invoice, as well as a copy of their plan if they need to use it in the future, per the terms of their warranty. Once the Contract has been reviewed, please contact us with any questions. Thank you, Serveco.Customer Answer
Date: 12/28/2022
Complaint: 18646493
I am rejecting this response because:This is a replication of the previous reply. Our concerns are not addressed.
Sincerely,
***************************Initial Complaint
Date:12/20/2022
Type:Service or Repair IssuesStatus: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 Ultra Shield Protection on 4 pieces of furniture through Lazy Boy. My dog got very sick and vomitted on all pieces of furniture, therefore I submitted a claim on all pieces stained. They have denied this claim and said because it was multiple occurrences (defined as the action occurred on multiple pieces of furniture) the entire claim is being denied. I asked if I could then just get coverage on one piece of furniture for 1 occurence and the again declined as that is against policy. The only policy I was ever given is a flyer which clearly states it covers pet bodily fluids. There is no mention about multiple occurences which seems to be a convenient loop hole they are now using. Had I known this I would have filed a complaint on only one piece of furniture.Business Response
Date: 12/21/2022
We apologize for the consumers disappointment. The consumer placed a claim advising there were multiple pieces of furniture with dog vomit stains. While we understand the unfortunate incident, per their 5-year Fabric Protection Plan: WHAT IS NOT COVERED: Any accumulation of stains or damage. Therefore, with having 2 sofas, an ottoman as well as a chair with the vomit stains, this is consistent with an accumulation, rather than a specific or particular incident, as described in the consumers Service Contract agreement. However, in the spirit of customer relations, as a courtesy, we are willing to offer a on-time cleaning of one piece of furniture, contingent on receipt and approval of photos of the one piece and a signed courtesy form agreeing to no guarantees of stain removal. Please advise. Thank you, Serveco.Initial Complaint
Date:12/19/2022
Type:Service or Repair IssuesStatus: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.
December 19th serveco entered my property under direct and explicit instructions not to. They they proceeded to drive over ************************** with their oversized truck. The weight of the truck broke the concrete and pushed the curb into the dirt.Business Response
Date: 01/02/2023
This is a complete fabrication.
Firstly, after refusing to honor the terms of his service contract, ************** did not follow his own instructions for the settlement of his claim. He has continued to be untruthful.
He sent us this e-mail:
"I have consulted my attorney and he advised me that you guys are entitled to the couch even though you made many false statements in your clarification request. Im setting up a time for you guys to pick up the couch.If you do not want it or fail to pick it up, its not my problem. And if that 30 days expires, he will file a lawsuit for failure to comply with the arbitration agreement."
Once he said he was consulting an Attorney, we provided our Attorney's information for his Attorney to contact him, as is our policy, we do not engage Attorney's directly or individuals who have consulted or retained the services of an Attorney.
The very next e-mail he sent to ServeCo he stated:
"I have not hired the attorney until you guys are in default at the 30 day ***** Theres no reason for me to before"
Clearly one of these two statements is a fabrication. He put it in writing.
And again he states in writing "No matter what the outcome will be with the meeting with my attorney, serveco and its affiliates are not allowed on my property"
Secondly, per ************** instructions, the sofa was to be at the end of the driveway because he did not want us on his property. This is again his own e-mail to ServeCo and another lie.
This is his e-mail to us "You can either pick up the couch at the end of my driveway or at a neutral location close to my home" it was agreed we would pick it up at the end of his driveway.
As you can tell by his latest set of lies, the sofa was not at the end of his driveway, as he insisted, instead it was up his driveway in a dump trailer. It had been completely destroyed, taken apart, left outdoors in the weather. That's why we required photo's prior to pick-up. We can not put our employees in an unsafe or unhealthy environment. There was fresh feces on the couch and it was completely covered in urine. I am very glad we did not need to go into his home as it must be completely unsanitary.
So why would someone insist that we do not come on his property and then not follow his own instructions of leaving the sofa at the end of the driveway, but instead leave it in a trailer up his driveway rather than the end of the driveway? Only one plausible reason is that he wanted us on his property to continue his shenanigans. This was a deliberate ploy to extort more from ServeCo.
The photo of the couch from when the claim was initiated is labeled as Overall Picture and as you can see it was in near perfect condition.
The remaining photo's are from the day of pick up. This was clearly intentionally damaged. He owned the sofa for a year and kept it in near perfect condition, and then in a matter of weeks it got completely destroyed. On a recorded phone line when he found out we had the right to pick up the sofa he said fine it is going to be destroyed, my dogs will have their way with it. He thought he was keeping his nearly perfect sofa and also getting a check for the new one. Once he found out he could not keep it he intentionally destroyed the sofa.
I would request that the BBB indicate to ************** that this is now a legal matter and will be handled by the ServeCo Attorney. Any and all communications need to be directed to our Counsel. We have fulfilled our obligations as directed by the BBB. ************** continues to make a mockery of the BBB and its position in the community to seek fair and reasonable solutions to disputes.
Thank you
********************* CEO
Customer Answer
Date: 01/02/2023
Complaint: 18613712
I am rejecting this response because:It seems the person that wrote the response to Servco damaging My driveway is under the influence of some substance. I didnt hear where this person addressed the fact that ****** drove over my concrete curbing and broke it cause damage to my property.
Even if I did not tell that company five or six times not to come on my property they still came on my property and did damage to my concrete curbing. Which is being repaired this week. They are liable for the damage caused. Period. End of story.
But it seems that ****** is having a complaint about a previous dispute that they are unhappy with the outcome for some reason. I didnt feel it necessary to read through obvious slanders, and lies. I welcome contact from their attorney regarding the other issue which is completely separate from this issue and holds no weight in my complaint against them concerning the damage to my property.
Sincerely,
*************************Business Response
Date: 01/09/2023
********************************Customer Answer
Date: 01/09/2023
Complaint: 18613712
I am rejecting this response because:there was no response just an email address. I uploaded another picture of their truck doing damage to my property while they were trespassing.
Sincerely,
*************************Initial Complaint
Date:12/15/2022
Type:Sales and Advertising IssuesStatus: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 11/10/2022 I filed a claim with this company about a recliner latch breaking and some cat scratch damage which the plan i had puchased covered damage by pets. Claim number **********. On 12/15/2022 I recieved a phone call saying my claim was denied as an accumulation of damages. Well first of all, the set was just over 1 year old and 2. A latch breaking because it's made of plastic is just ridiculous. Servco also advertised an A rating on their website which is false according to this website.Business Response
Date: 12/16/2022
We apologize for the consumers disappointment. The consumer had stated there are pet damages, as well as a broken handle, with both issues affecting the consumers loveseat. The consumers Service Agreement specifies that damage must occur because of a specific incident and since the pet damage is consistent with accumulation and not a result of a particular incident, the claim is ineligible for service. Although not eligible due to accumulation we will investigate getting a replacement recliner release handle. If the consumer will please send in detailed photos of the handle to ************************************ we will research the availability of the handle with no guarantee of results with this potential solution. Thank you, Serveco.Customer Answer
Date: 12/16/2022
Complaint: 18578240
I am rejecting this response because:
1. It was not an "accumulating damage" as it was from a cat that I watched for a friend for 1 week and NO ONE even came to examine the damage.2. You already have pictures of the handle as it is broken inside ************ and any further investigation into exactly what is wrong would require someone to remove the handle which has not been done since no one has even attempted to look at the damage.
According to the terms of the contract, I am required to submit the claim within 30 days of damage and I have a witness that will testify the damage occurred the week of October 31st. All you have is someone who looked at a picture and took 30 days to decide that it was now over 30 days and cumulative without ever examining the damage in person.
Sincerely,
*************************Business Response
Date: 12/16/2022
We again apologize for the consumers disappointment. When the claim is placed, we request photos of the damages to review. Per the photos, it is clear that the damage is not consistent with a specific incident, but rather from events that happened over time, which categorized the damage as accumulation. We are not disputing the that the claim was submitted in the required time, we are stating the claim is ineligible based on accumulation as described in the Service Contract. While we did receive a photo of the handle, we are unable to determine the exact type, as there are many variations. If the consumer can please send in the clear photos of the handle, we will research the availability of the handle with no guarantee of results with this potential solution. Thank you, ServecoCustomer Answer
Date: 12/16/2022
Complaint: 18578240
I am rejecting this response because:
Again, this is rejected as per the contract, you state all damage caused by pets and, also according to your contract, to use the accural clause, you must prove it happened over time. I can see this is not going to get anywhere so I will have to take the next step on Monday. I also suggest you take down the BBB A rated on your website as that is considered false advertising.
Sincerely,
*************************
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