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:12/14/2022

  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 have a 10 year warranty with them against stains, etc for a couch I purchased and they have been completely unhelpful and are refusing me service. I filed a claim a year ago and only after involving the BBB was it resolved. Now I have a new claim that I am trying to get service on and they ignored my claim for weeks, so I finally called in and the **************** Director (*****) hung up on me instead of helping. At this point I don't want to deal with them any more and I just want them to refund me the amount I paid for the couch since they are refusing to help with any claims. I would not have purchased the couch if I didn't have the protection plan, and since they are refusing to help with any claims, I might as well not have the plan or the couch and want to ve reimbursed for the price of the couch and the protection plan.

  

  Business Response

  Date: 12/14/2022

   We apologize for the consumers disappointment. The consumer called in and had stated that she needs an overall cleaning, as she let the stains build up since she did not want to call each one in, and now, she would like someone to come out to clean her entire unit. The 10 Year Fabric Plan the consumer purchased covers specific stains, from a specific incident, with guidelines and requirements for requesting service as stated in their Contract.  Also, documented in their Service Agreement Contract, the Protection Plan is not a maintenance warranty, under 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. REQUIREMENTS FOR REQUESTING SERVICE: Any stain or damage must be reported to SCS within thirty (30) days of the date that the stain or damage occurred.  The consumer was advised of such and had used heavy, excessive profanity towards our Director of Service, at which point, the call was disconnected after consumer continued to use such language when she was requested not to. We again apologize for the consumers disappointment; however we must uphold the guidelines of the Protection Plan and we are unable to proceed regarding the consumers request. Thank You, Serveco. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18572252
  
  I am rejecting this response because: there was ONE instance of profanity with no request from ***** for me to stop, she simply said she wasn't talking to me anymore and hung up. If she hadn't hung up on me I could have explained to her that two of the stains HAVE occurred within the claim range of 5-10days. I would have been happy to have just those two stains taken care of, but because of how ***** handled everything I just want to get a refund on the full amount paid for the couch and the warranty so I am able to cut ties with the company and move on. 

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

  

  Business Response

  Date: 12/15/2022

  We again apologize for the consumers disappointment. As previously stated, the 10 Year Fabric Protection Plan WHAT IS NOT COVERED: 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. While 2 of the stains may have occurred within the 30-day time frame, we are required to make claim determinations based on what is reported. In this case, that soil/stains were built up and throughout the entire unit. Therefore, the claim is ineligible for service. If the consumer wishes to cancel their policy, we would recommend they refer to their Plan Agreement for details. Thank you, Serveco. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18572252
  
  I am rejecting this response because: I have current stains. Please treat the current stains or give me a full refund. I actually reported current stains weeks ago but you completely ignored the claim I made online. I only called in because my online claim had been ignored with absolutely no response for weeks. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for warranty and their claims department is not responding. I needed more information and was told to call back. They have yet to respond after a week of my trying.

  

  Business Response

  Date: 12/12/2022

  We are sorry we have been unable to connect with the consumer. It appears the customer service  representative has requested  a copy of the consumers sales invoice/purchase receipt to process the claim. If the consumer can please send us the sales invoice, to our data department at ************************************ and if the consumer can please provide their name and phone number in the subject line, we will proceed with the consumers claim. Thank you, Serveco.
  

• Initial Complaint

  Date:12/08/2022

  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 a couch from Boscovs and paid an additional $330 for a five year extended protection coverage from ******** The warranty coverage specifically mentions it covers for damage done by pets. My dog got on the couch and her nails caused small rips in the fabric on two different sections of the couch. ******* denied the claim because their review of the pictures they believe the damage was caused by ongoing damage? In addition they said that any damage caused in the future for that part of the couch would not be covered because there is already a denied claim. ******* also will not refund my extended warranty purchase, so I basically am stuck with a five year warranty that I can not use and can't get refunded for. ******* either needs to fulfill the warranty coverage or refund my money for the $330 I paid for the coverage.

  

  Business Response

  Date: 12/12/2022

  We apologize for the consumers disappointment. The consumer submitted a claim stating that there are pet damages on the left side seat cushion, middle back cushion, and right side seat cushion. While the ********** VIP Pet Plan does cover pet damages, the damages must be accidental in nature and not something that accumulates or builds up over time. In this case, the damage covers a large area of three sections of the furniture. Therefore, since the damages are not consistent with a specific incident as explained in their Service Contract, the claim would be ineligible for service. Thank you, Serveco

• Initial Complaint

  Date:12/06/2022

  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 new sectional from **** Furniture for over **** dollars. Received servco pet warranty as well. I submitted a claim after I was out of town and my dog scratched the couch while I was gone. This was ONE incident. I called, submitted the claim. My claim was then denied and they reason was that it was more than one incident. This is not the case and they have been completely ignoring me. I hate to go the legal route but will if pushed too. They are not holding up their end of the contract. I paid my part. Did all steps. The. Was denied for no reason. If this is not rectified I will purse **************.

  

  Business Response

  Date: 12/07/2022

  We apologize for the consumer's disappointment. The consumers Service Contract offers coverage for damages that occur as a result of a specific incident. In this case the consumer stated that the damages occurred by their dog ripping the leather during the time that they were out of town. After close examination of the photos, it was determined that given the rip as well as multiple other areas not ripped but showing missing leather finish with no scrape or claw marks it was determined that the damages are consistent with damage that would have taken an extended period of time to produce. However, given the disagreement, we are willing to have an independent repair technician do an on-site inspection. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18531023
  
  I am rejecting this response because:
  This was one incident. I was out of town for a night and it happened. He sat and dug at the area on the couch. Yes he could have done it to multiple areas but I could understand not doing multiple. But one would be understandable. There is no exuse for not repairing the one area. None. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/21/2022

  We apologize for the consumer's disappointment. The damage that was reported were multiple areas. After close review of the damages, the damage causes are consistent with activities that happened over time as opposed to a specific/particular incident. With the leather hide wore through and finish missing in large multiple areas, this would have happened over an extended period of time. Therefore, the claim is multiple areas that are considered accumulative, and we are required to determine claim results based on the entirety of what was initially reported. Thank you, Serveco.   

• Initial Complaint

  Date:12/04/2022

  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 extended pet protection plan service offered by ****** that was offered to me as coverage protection at ***** Home furnishings in ********** **. I purchased this service for $180 additional dollars to the cost of my sofa and loveseat and was told this would cover tears, punctures, rips, and pet damage which is also reflected in the coverage agreement up to ****** dollars in damage. I filed a claim on October 13, 2022 with Servco after an incident in which my dogs ripped the back of my couch trying to get to my cat who had hid in one of the back pockets of the sofa. There was also damage done to the front of the couch where another one of the dogs was standing on top of the sofa barking and clawing at and biting and pulling at the leather during this incidence. Initially I was told by the representative that she would get with her boss to figure out how to cover this claim. A short while later I never heard back, thus I called back and was told she would call me back. The representative called me back and stated that she could not cover my claim. She had different reasons as to why but none of them were validated by what my coverage allowed for. I asked to speak to a manager and she told another one of her coworkers "this lady is mad as ****." I found this very offensive. The manager later returned my call and she too told me that the claim would not be covered and had multiple reasons such as, they don't cover extensive damage, the damage to the front was wear, not from the accident that I submitted proof of, etc. I explained that extensive damage does not exceed the ****** dollars that the service contract states this covers as the couch and loveseat together could be replaced 3x and not exceed this amount.

  

  Business Response

  Date: 12/07/2022

  We apologize for the consumers disappointment. The Service Contract purchased by the consumer offers coverage for accidental damage as a result of specific incident. In this case the damages include cracking and peeling which are the results of the finish being compromised by lack of maintenance. The process starts as a build-up of body/hair oils, environmental conditions, etc. Once the topcoat finish has been affected by this condition the leather begins to dry out and become brittle. Over time with use this becomes progressively worse, and the topcoat starts to lose its bond and peeling occurs. Therefore, since their Plan states that cracking and peeling is not covered, their claim is not eligible for service. Thank you, Serveco. 

• Initial Complaint

  Date:12/03/2022

  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.

  To whom it may concern,I bought a Joybird sectional on May, 28, 2022. I bought a protection plan for $465. It clearly states in the protection plan that human and animal fluids are covered. The claim representative **** was hard to reach. I contacted Servco daily since filing the claim on 11/27/22. Since calling I spoke with a ***** who was incredibly rude and hung up on me. She incorrectly stated that I said there wasn't a stain when in fact in my claim the photos show a stain. I called again and spoke with ****** on 12/2/22 who hung on me and said "call everyday if you like." Upon calling back to speak with **** today 12/3/22, I spoke with *** who was incredibly hostile and rude. Servco makes it incredibly difficult to speak with your claim representive, let alone, get a claim filled. After all of this, **** denied my claim on the basis of incorrect information that there wasn't a stain and that because I didn't know how my pet left bodily fluids, they wouldn't file it. It says clearly in the protection plan: "accidental bodily fluids" nowhere is it stated, you need to know how the body fluids got there to have a claim fulfilled. I am formally requesting a full refund of my plan.Thank you,**************************

  

  Business Response

  Date: 12/07/2022

  We apologize for the consumers disappointment. We have tried to reach out to the consumer on both 12/06 and 12/07, and are pending a return call. We are currently reviewing options and are investigating possible considerations for resolution. Once we come to a conclusion, we will reach back out to the consumer with an update. Thank you, Serveco.

  Customer Answer

  Date: 12/07/2022

  Hi there,

  I am currently awaiting a response from a manager named ****** from Joybird. I am requesting a full refund of my $465 plan. I will call Servco today. However, they have already denied my claim so I'm unsure what more they are willing to do.

  Thank you,

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

  

  Business Response

  Date: 01/20/2023

  If our representatives were interpreted as unpleasant, that is surely not our intention, and our apologies. The claim detail received from the consumer was that pet odor was present on the right cushion of their sectional.Unfortunately, odor is not a covered item in their Service Contract and documented in the terms, under section What is not Covered. However, in the spirit of good customer relations, we are willing to offer a one-time courtesy cleaning, with no guarantees of success, or we will provide a $100 refund.Please advise. Thank you, ServeCo.
  

• Initial Complaint

  Date:12/02/2022

  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 Lazyboy recliner on 10/01/18 with a 5 year Serveco warranty. The recliner broke on 08/18/22. It is 12/02/22 today and they still havent fixed it yet.

  

  Business Response

  Date: 12/05/2022

  We apologize for the delays and frustration associated with completion of this consumers repairs. We have set the work order up with a different independent technician who would be able to complete the repair of the recliner. The representative managing the consumers claim has reached out to the technician to advise to contact the consumer ASAP to schedule the appointment for repair. Thank you, Serveco

• Initial Complaint

  Date:11/27/2022

  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 5 year extend warranty with serveco for my lazy boy chair. I filed a claim on 7-23-2022 after the electric headrest stopped working and now, 4 months later my chair is still not fixed. On August 12th, they mailed replacement parts to the wrong address On September 27th, they mailed the parts to the correct address After receiving the parts, I scheduled with the furniture repair company they chose, they did not have availability until November 11th November 11th - repair person comes, they ordered the wrong part for the chair November 22nd - received the new part, still have not been contacted to schedule the repair I am frustrated I have to wait so long and still not have this issue addressed

  

  Business Response

  Date: 11/29/2022

  We are sorry for the consumers frustration. It does appear that the service is scheduled for December 07, 2022. We appreciate the consumer's patience. Thank you, Serveco.

• Initial Complaint

  Date:11/22/2022

  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 a 4 piece sectional along with an Ultra Shield Farbi9c 5 Year Protect Fab warranty for stains. In the process of moving these stains were noted and thought I would be able to get these stains removed given it has been under 5 years. I called ServeCo and talked with a woman named ***** who said my claim was denied because the three stained areas I was asking to be removed were unspecified stains. She said if they were specified it would be covered. I let her know in detail how these stains came to be and she said because the claim is already submitted and denied it cant be undone. Also, she said if its more than one stain it is considered accumulated and that they only cover one stain, period. Lastly, she said if I was more specific one stain would be covered and that I would have to file a separate claim online or over the phone but since my claim for the three stains were denied any new stains for the entire 2 sectionals are now not covered (so if there are any more stains anywhere on my chaise and recliner whatsoever, they arent covered). What kind of warranty has that kind of coverage? And second, that doesnt seem like a legitimate warranty coverage whatsoever. It seems like they are beyond cheap and truly not for the customer. So now 2 of the 4 sections of the couch are not covered. I have been through some bad warranties but this is not a legitimate warranty.

  

  Business Response

  Date: 11/25/2022

  We apologize for the consumers disappointment regarding the outcome of their claim. It was reported to us that the consumer had multiple areas of stains throughout two pieces and were unaware of the types/cause of the stains. Because the consumers Service Contract Plan only covers specific types of stains (as listed in their Plan), and they were unaware of what the stains were, the claim was determined to be ineligible for service. Additionally, their Protection Plan only offers coverage for accidents from a specific particular incident as apposed to an accumulation of stains that occurs over time. Therefore, given the large areas of staining throughout two these pieces, accumulation was a contributing factor for our decision. Again, we are sorry for the unfavorable results of their claim. Thank you, ServeCo

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18454532
  
  I am rejecting this response because:

  After talking with my wife, two of the stains were drinks and the other dirt. It is now specified, now that they are it is concerning and unacceptable the lack of follow through in honoring the warranty purchased to help with the stains. I tried asking ***** to honor
  the warranty now that it is specified and because there are any stains on those areas I cannot because it debunks the warranty which makes no sense now that the stains are specified.
  Sincerely,
  
  *******************

   

   

  

  Business Response

  Date: 11/25/2022

  We again apologize for the consumers disappointment. When submitting a claim, it is important to list all the details as there are certain exclusions to the warranty specifically, in the consumers case, the stains were reported as unknown. Once a claim is submitted, we are not able to change the details reported. It was also reported that the consumer tried to remove the stain and was not able to; in the warranty it does state to contact ServeCo before trying any home remedies as sometimes that can damage the fabric or make the stain worse. Taking all of that into consideration and reviewing the photos submitted that show large areas of accumulated unknown stains overlapping other stains we would not be able to approve the consumers claim. We apologize for any frustrations or inconvenience this may cause the consumer. Thank you, Serveco.

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18454532
  
  I am rejecting this response because: I used a standard house product cleaner for furniture. The people at DHI that we bought it from mentioned if you cant get it out yourself the warranty would come into effect. So far the warranty from ServeCo has been a pain and a hassle.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/12/2022

  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.

  I tried to submit a claim for my dog chewing the arm panel. After 1 week, I was told that they need more info from the manufacturer and received no response. Great, I paid for a warranty that is $**t and have a ruined couch. When I called, ******* said the parts were ordered....So, I get the fabric to repair a couch sent to me.....what the h*** do I do with that??

  

  Business Response

  Date: 11/14/2022

  We apologize for the consumers disappointment. Our independent technicians are qualified to install fabric pieces. Please reach out once the fabric has been received, so we can send a professional out to the home for installation. Thank you, Serveco

  Customer Answer

  Date: 11/14/2022

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