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

  On File with BBB Somerset, KY 42503

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

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:11/11/2022

  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 couch & a chair/ottoman in March 2022 and paid extra for the Fabric Lifetime Protection Plan. On 10/26/22 I found a washable crayola ****er on the cushion, leaving a **** on the ****************** I instantly called Serveco & spoke to a representative who took all of my information and gave me a phone number to text all of the pictures to. I did not receive a claim number, I was just told to text the pictures with my name. I did this that same night of 10/26/22. Per the warranty, I did not treat the stain & just left it as is. On 11/9/22 I still had not received any response by email, call or text. I reached out via the same phone number that I was told to text the pictures to & asked if they were received to which they responded we have not received any pictures. I then screenshot the original messages with dates shown to prove they had been sent. On 11/11/22 I received a phone call & was told that because it was a WASHABLE ****er my claim was denied. She then told me to check the covered items list to which items such as gel pen, highlighter, crayon, etc is listed. Now here I am almost 3 weeks later with a stain that has yet to be treated because I was told NOT to treat. This is absolutely unacceptable. I would love for someone to explain to me how gel pens, highlighters and even bodily fluids can be covered but a WASHABLE ****er is not. Seems as if this company uses every last loop hole they can to get out of accepting warranty claims. They paint a pretty picture of a great fabric warranty plan when in fact they do everything they can to not approve claims or even help their customers. I will never fall for such a scam again & would appreciate a full refund of a warranty that is practically impossible to use.

  

  Business Response

  Date: 11/15/2022

  We apologize for the consumers disappointment. The consumer placed a claim advising there was a stain from washable marker. While we do cover, gel pen, highlighter, and crayon - marker is not covered under the What is Covered section of her Lifetime Protection Plan. Under WHAT IS NOT COVERED: General Any stain or damage that is not specifically listed under the section titled WHAT IS COVERED. Again, our apologies, however, with marker not being listed under what is covered, this claim would not be eligible for service. Thank you, ServeCo

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18394036
  
  I am rejecting this response because:
  While I am aware it is not on the list I would like a formal explanation of what the difference is between a gel pen, highlighter and a marker. Ink is ink, is it not? This is absolutely absurd. I have waited THREE weeks to treat a stain that should have already been treated because those are the directions your company gives. Your representative AND warranty plainly state this. Not to mention, when I called the claim in YOUR representative should have informed me that it is not on the list if this list is so set in stone. Could she not have read straight from the list and let me know that it would be denied instantly?? If it clearly is THAT big of a difference in inks, I should have been given a call PRIOR to 3 weeks that it was denied so that I could treat the spots properly. The claim was not handled in an appropriate time frame from the day that I submitted it. I now have a couch with ink stains that have settled & dried due to your company not properly handling a situation. It took me reaching out AGAIN to receive the FIRST call back. Secondly, when I reached out to inquire about my pictures being received I was replied to in a very nonprofessional way we have not received any pictures after they clearly were delivered to the phone number. When I screenshot this & sent back AGAIN, I still did not receive a response until the next day when I received a automated response. I will NEVER recommend your warranty/company to anyone and will be reaching out to the business I bought the furniture from so that they are aware of the NON warranty they are selling and what type of company you really are. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/23/2022

            Our apologies for your staining and the overall experience with your claim. Your Plan instructions state if spill/stain occurs,blot with a clean dry cloth and if the stain persists to contact ServeCo. These instructions are to ensure the stain is not set due to improper cleaning methods/chemicals, not due to time. The correct cleaning product for the particular fabric is what is most important for stain release. Regarding explanation of what type of staining is covered, the difference between various types of stains chemically is not relevant because the composition of an ********** is not considered in the decision to cover. The Plan simply only covers the stain that are listed. Case in point is that some of the stains listed can be more difficult to remove than washable markers. In the interest of customer relations, we will offer a courtesy cleaning attempt, with no guarantees of removal. Please advise. Thank you, ServeCo

• Initial Complaint

  Date:11/10/2022

  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 bought my leather recliner and sectional from Furniture Shack in June 2020. When I purchased the couches, they offered me the option to buy a 5-year pet/spill warranty on the couches for $200. I bought the warranty and kept all paperwork. On 9/15/2022, my 72 pound Siberian Husky jumped onto the recliner chair and caused a rip on the armrest. I submitted at claim for the warranty per their instruction on their website. I got a follow up e-mail asking for additional information and pictures which I sent them. They then called me and said that it wasn't covered because the damage was caused from wear and tear on the leather. I told them no, the damage was covered by my dog's nail which I outlined in the claim. They resubmitted the claim to the managers who then came down again that the damage was from wear and tear. I told them again no, this was caused by my dog's nail when they jumped on the chair and pet damage is covered in my warranty. They have refused to replace or fix the recliner.

  

  Business Response

  Date: 11/15/2022

  We again apologize for the consumers disappointment. After further investigation and review of the photos the leather has separated from the backing, that damage is not consistent with animal claws, but rather cracking/peeling of the leather. In the interest of good customer relations, we would like to offer a pro-rated refund on the warranty in the amount of $102.81. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18386456
  
  I am rejecting this response because: if they are not going to fix the damage caused by my dog or replace the chair then I would like a full refund of the warranty since they are not following through with the agreement currently in place and the purpose of the warranty purchase.

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

  

  Business Response

  Date: 11/23/2022

  Again,we apologize for the consumers disappointment. After reevaluating the photos of the reported damage with a leather care expert and the details of the claim, the leather has separated from the backing, that type of damage is not consistent with animal claws, but rather peeling of the leather. While we do not cover the consumers damages per her Protection Plan, we would like to offer a pro-rated refund of the warranty in the amount of $102.81. Please advise.  Thank you, Serveco.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18386456
  
  I am rejecting this response because: If you are not going to uphold the warranty then I would like a full refund for the warranty amount. Looking through the claims on BBB, I can see that not following through on warranties is a consistent business practice for your company. If you are not going to follow through on warranties then you should stop selling them. Either follow through with the warranty by fixing or replacing the couch or provide a full refund for the amount paid for the warranty. Considering this is the first and only claim submitted for this warranty, a prorated amount does not make sense. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/04/2022

  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 recently filed my first claim in reference to spots that were made by my son spilling juice on the couch. I filed a claim and was not contacted in the amount of time that they stated a representative would call me. I emailed them to let them know that I was still waiting. A rep by the name of ******* called me and left a message. When I called back the same day I was told by ****** that Servco would be sending a cleaning kit to my house for me to clean the furniture because there were spills across more than one cushion, Servco considers it as accumulated damage and that I would need to clean it with their kit. I told them that I was not satisfied with that answer. I believe my expensive furniture deserves more attention than spot cleaning. I requested that a supervisor contact me however I saw that I had ******'s contact information. I emailed ****** with my concerns and dissatisfaction. She told me that a cleaning kit is the first step in their claim filing process. I am not an experience furniture/fabric cleaner and feel that my expensive piece of furniture should be treated with more care because of the nature of the spills. I have requested that a supervisor call me, and I have asked how much could I be refunded from the remaining balance of my warranty. They didn't even offer to have someone come and look at my furniture before determining that a spot clean is all thats needed.

  

  Business Response

  Date: 11/08/2022

   We apologize for the consumers disappointment. Per the initial claim, the consumer reported food stains on 4 of the seat cushions, as well as screws and nails sticking out. Based on the consumers  Protection Plan, accumulation of stains is specified as not covered. Since there are stains throughout 4 cushions, and not consistent with a specific incident, it is reasonable to determine that the stains accumulated.   Additionally, screws and nails sticking out is a manufacturing issue and again, not considered an accidental damage from a specific incident. Therefore, this claim was determined as ineligible for service.  As a courtesy, we were sending the consumer our fabric cleaning kit. However, as a good faith gesture,  we will send an independent technician to the home to do a full inspection. If the technician determines there is an accumulation, the claim will remain ineligible. Please advise. Thank you, Serveco
  
  

  Customer Answer

  Date: 11/08/2022

  I will accept the technician however I informed them that my son spilled juice on the couch. The specific incident was on 10/16/2022 which is the date I listed as the incident date. This was not an accumulation of spills over time. What Servco is stating is inaccurate to what I reported. What difference does it make that my child spilled juice on more than one cushion? My personal thoughts are that they do not want to honor their warranty and provide the coverage that they said they would. I have emails to forward if needed. 

   

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18361056
  
  I am rejecting this response because:In my response I accepted the repair technician but wanted their notes to be corrected. I will accept the technician however I informed them that my son spilled juice on the couch. The specific incident was on 10/16/2022 which is the date I listed as the incident date. This was not an accumulation of spills over time. What Servco is stating is inaccurate to what I reported. What difference does it make that my child spilled juice on more than one cushion? My personal thoughts are that they do not want to honor their warranty and provide the coverage that they said they would. I have emails to forward if needed. 

   

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

  

  Business Response

  Date: 11/17/2022

  We again apologize for the consumers disappointment. We would consider multiple stains over four cushions to be excessive and not consistent with a specific occurrence and therefore an accumulation. However, we will make a note of your objection in the claim and proceed with a courtesy cleaning. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 11/17/2022

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

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18361056
  
  I am rejecting this response because:

  I have not been contacted by ServeCo in reference to the service technician being sent to access our sectional. 

   

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

  

  Business Response

  Date: 11/21/2022

  We apologize for the consumer's disappointment. We had created the work order on 11/18, per our system, the customer is scheduled for 11/30/2022. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:11/03/2022

  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.

  I purchased a sofa for about $5000 including the warranty service of Serveco for 5 years in 2021. I had a nailpolish drop in the sofa and I cleaned it with a cloth and called the customer service, I told them everything, but the agent on call was on a denial mode, like she said if you dont have bill we cant cover, I said I have **** the policy no everything and I will mail you, like just finding a way to say we wont cover. In agreement note that I have the nailpolish drop cover is all covered. Also I told them that the sofa has a mechanical issue when getting up it makes a hollow sound sometimes. The agent before even listening, says is it working, if its working we dont cover. You can imagine my situation there. I must have told them lipstick instead of nail polish by mistake and instead of wipe may be baby wipe and they caught that. I mailed them the entire details 3 times, and 3 days no reply, I raise this online also, and attached pictures and called them again after 3 days. The agent first started saying looks like the claim is not uploaded. Then she asks me to hold and then she starts telling and please see variations: This is a stain we dont cover stains, I said its written that you cover nailpolish stain, she was again and again saying you mentioned lipstick in your claim, look at this, from we dont cover stains to lipstick and nailpolish thing, I told her please have your agent come and lab test it, and if its lipstick or nailpolish lipstick wont make stains and scrape leather. Now she started saying so u used baby wipes, and I said i just used normal wipe, she says no its not covered, you reported baby wipe, and baby wipe has chemicals. I said I will proove that I used normal wipe, she started argument that no I am denying as u said lipstick and baby wipe and I will have to disconnect the call at this time. We dont cover mechanical damage, we dont cover stains, we dont cover lipstick but nailpolish, we dont cover if u used baby wipe. I mean just see this.

  

  Business Response

  Date: 11/15/2022

  We apologize for the consumers disappointment. The initial claim was placed advising that there was lipstick and it was cleaned with a baby wipe. When the consumer was made aware that those issues are not covered, they then stated it was nail polish and cleaned with a paper towel. We are unable to change the details of the claim once it has been processed, therefore, we must uphold the claim as ineligible. In the spirit of consumer satisfaction, we will look into a courtesy leather repair from a qualified technician to attempt repair of the issues, with no guarantees. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 11/15/2022

   
  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 provided they do what they said. I told them multiple times on call that I will show them that's not lipstick its a nail polish, they can do lab test, they can do what they like to confirm, but like I said they were in denial mode.

  I want to make sure that they do what they said, repair the leather and all nail polish stains. 

  I also mentioned about a mechanical noise that one of the chairs make when we recline, and its not just on phone, I raised claim online too, and that's covered in the warranty as per the agreement, but I dont know why agent kept telling that its not, if you see any mechanical failure is covered.

  I hope they send a technician and do the repair of leather and nail polish stains and check if there is something on the mechanical chair noice that they can do about. I will keep portal posted.

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

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18354270
  
  I am rejecting this response because:

  My case number shows closed, please reopen it and we need to follow up, they said in there that they will do the repair but they haven't sent anyone or responded.

   

   

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

  

  Business Response

  Date: 12/02/2022

  We apologize for the consumers frustration. We have spoken to the consumer 12/01/2022 and had advised we are trying to locate an independent technician in his area, and we will keep him updated with the progress. Thank you, Serveco.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18354270
  
  I am rejecting this response because:

  Its been month or more as the Business claimed that they will be sending a technician, on speaking with them they said that they didnt say that they will send or repair, but they will try to get this fixed and they being a ************** they are trying to find a technician since a month is unbelievable, also no updates from them, I keep calling and mailing. There is no sign of any appropriate involvement or try from the Serveco.

  Please keep the case open till this is fixed and I will let you know once it is.

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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18354270
  
  I am rejecting this response because:

  Hi,

  My case number shows closed, please reopen it and we need to follow up, they said in there that they will do the repair but they haven't sent anyone or responded.

  case number is 18354270.

   

  Kindly reopen.

   

   

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

  

  Business Response

  Date: 01/09/2023

  We apologize for the consumers disappointment.The customer was advised 01/05/2023 that we have located an independent technician to attempt repair. That technician will be reaching out to the consumer to schedule. Thank you, Serveco.

• Initial Complaint

  Date:11/02/2022

  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 am writing today because we attempted to use our warranty to have a blood stain removed from our dog who bled on the couch. We are being told that because they deem that the couch has other stains (this is not the case) , the warranty would not cover the cleaning. We did not request any other services other than the blood stains.The clause they are using to void the stain removal is "The buildup of stains, soil, or damage that accumulates gradually over time from repeated use rather than from a specific occurrence. This includes, but is not limited to, stains from perspiration, hair oil, or body oil. We are only requesting the spots from the blood only. Not the entire sectional couch.

  

  Business Response

  Date: 11/03/2022

  We apologize for the consumers disappointment. The consumer filed a claim advising there are blood stains on 3 back cushions. We had sent an independent technician to the home to perform cleaning of the stains, when in the home the technician noted stains on the backs, seats, kick panels and sides, which results in accumulation. The consumers Agreement does not cover the buildup of stains, soil, or damage that accumulates gradually over time from repeated use rather than from a specific occurrence. However, for consumer satisfaction, we will send the independent technician back to the consumers home to do a courtesy cleaning of the blood stains. Please advise. Serveco2022-11-03 11:12:****************
  Edit

  Customer Answer

  Date: 11/04/2022

   
  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. We would prefer to have a different technician if possible.  But if not, we will accept who they have available.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  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 purchased the furniture protection plan with my sofa through the retailer on 7/15/18. The protection plan is for 10 years of coverage. On 10/24/22, a rip had appeared on the leather portion of the armrest. I immediately called Serveco and filed a claim. The agent had asked me if I knew how the damage had occurred. At that time I didn't, and stated "No" but that it was just found- I cleaned it the previous and the damage was not there. On 10/26/22, Serveco called me back stating the claim could not be honored since the leather wasn't fully torn and it was only at surface level. This is bizarre since it was very clear in the picture that it has in fact ripped all the way through and the stuffing is visible. I mentioned this to the representative and she then became confrontational with me stating that I had said I didn't know how the damage was caused. I told her I didn't at that time, but I now know that a family member had a sharp object in their pocket which scraped against the armrest causing the damage. The representative once again became confrontational with me and stated that I had said the damage was unknown and therefore the claim could not be honored. I repeated to her that I do know that an object scraped against the surface causing the damage and it seemed unreasonable for a claim to be dishonored just because the source of damage for the initial report was stated as being unknown the first time I called in. The representative became very irate with me at this point and stated she will retrieve the original call record and prove I had stated the damage was unknown. I already know I stated unknown at that time, but I explained I now know the reason. The terms of the plan state the damage must be reported immediately, and I obediently did so. It appears they are looking for reasons to deny claims and when one reason doesn't work, they want to jump to the next one. I paid for a protection plan so that damage can be repaired- not for verbal games.

  

  Business Response

  Date: 10/26/2022

  We apologize for the consumers disappointment. The initial claim was placed advising unknown damages, which the Extended Warranty does not cover because only certain damages are covered. The consumer then called back and advised it was caused by a sharp object. Once the claim details have been submitted to the underwriters for determination, we cannot make changes. However, we would like to further review this for the consumer with no promises or guarantees. To review, we would need an overall photo of the sofa, as well as a clear photo of the manufactures/law label tag(s). Please advise. Thank you, Serveco.

  Customer Answer

  Date: 10/26/2022

  I've attached the additional images requested by Serveco for them to re-evaluate my claim. 

  

  Business Response

  Date: 10/28/2022

  We apologize for the experience. We have tried to order replacement parts, however they are not available. Since the store is no longer open, per the Plan a prorated refund of the Plan purchase price is the Contract terms. However, due to the less than good experience we will provide a full refund of the Plan purchase price. Please advise. Thank you, Serveco.

  Customer Answer

  Date: 11/02/2022

   
  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.
  

• Initial Complaint

  Date:10/21/2022

  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.

  08-19-2018 I purchased a $1500 couch set with an Ultra Protection plan from Serveco. The Protection plan was purchased for $200. I noticed cracking and peeling starting to show on the couch set. This should not be occurring when the couch set is only a few years old and we barely use it. When attempting to file a claim with Serveco the representative claimed they will not cover it due to "wear and tear" they stated if I were to cut the couch or tear it only then would they cover it. I find it very hard to believe that within a few years the couch set is showing wear and tear with VERY light usage. I am very dissatisfied with the handling of claims through Serveco. It's as if you have to JUMP through hoops to get something covered.

  

  Business Response

  Date: 11/01/2022

  We apologize for the consumers disappointment. The consumer placed a service request advising the leather was cracking and peeling, caused by accidental use of chemical cleaner. Their claim was determined ineligible because their Service Agreement does not cover cracking and peeling. Their Plan only covers damaged as a result of accidental damage from a specific incident. Thank you, Serveco.
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18296971
  
  I am rejecting this response because: *********** contract does not explicitly state it will not cover cracking or peeling. It states cracking, bubbling, or peeling of a finish due to a specific incident will be covered. The finish on the couch is cracking and peeling due to the chemical cleaner. This means this claim should be covered. A couch should not have this amount of cracking or peeling after such short life usage. I've attached a picture of the service contract highlighting the specific wording from ServeCo within the booklet that I mentioned above.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/02/2022

  We apologize for the consumers disappointment. The consumer placed a service request advising the leather was cracking and peeling, caused by accidental use of chemical cleaner. It seems the consumer only has the brochure, and not the actual  Protection Plan Contract. Consumer can get a copy of the Protection Plan from his store. Per the ********** VIP 5 Year Protection Plan: Requirements for ******************* If a spill occurs, simply blot with a clean, dry cloth. If the stain persists, please contact SCS before attempting any further cleaning. What is not Covered: Wear & Tear Caused By Repeated Use (over time) Cracking and peeling. With the use of an unauthorized cleaner and the condition of the furniture,  We must uphold our decision, and are unable to service the furniture per the plan purchased. Thank you, Serveco. 
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18296971
  
  I am rejecting this response because: I have tried to obtain a Service Contract from the store and every time they direct me to ServeCo and state it has nothing to do with them. Lysol wipes is not an authorized chemical cleaner? With all due respect, Covid 19 is still present and we have used Lysol to clean the couch. Are we not supposed to disinfect a couch? I find it very hard to believe that Lysol wipes is an unauthorized cleaner. I am very disappointed with the lack of customer service from ********************** and the store. We bought this couch expecting it to hold up way past 3 years. It's been a nightmare trying to work with ServeCo.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  We purchased a LazyBoy sofa and recliner set in ******************************************************* early 2021, our dogs tore a hole in the back cushion of the couch and ServeCo was WONDERFUL to work with. Our couch was replaced quickly and efficiently. We chose to extend our warranty with our new couch because we were so happy with the customer service.We filed a claim 10/2/2022 for the same type of damage on the replacement couch. The dogs tore a hole in the back cushions and un-stuffed the back of the couch. We put the same stuffing back into the couch cushions and filed the claim within a very reasonable amount of time.After following up multiple times, I was not advised that our claim was denied until 10-21-22. I was not made aware that our claim was denied until I personally called ServeCo for a status update. Our claim was denied on the basis that the damage was "accumulated across the back of the couch", because the couch cushions were sagging. Well... I would agree that they looked depleted after being un-stuffed and re-stuffed.The ServeCo representative denied me a copy of my policy/warranty and could not give me any written proof for the basis of claim denial. She stated that I would have to contact the store at which I purchased my furniture. I am capable of doing that, but shouldn't my warranty company have a copy of the policy on which they are denying coverage? We wouldn't have re-purchased the policy if we knew it would be a waste of money and further claims on new furniture with new coverage would be denied.

  

  Business Response

  Date: 10/26/2022

  We apologize for the consumers disappointment. We have previously replaced the sofa as that claim met the criteria established in their Service Agreement as a specific incident. The current claim states there is a torn back cushion from the pet. When the photos were received, it was determined that there is an accumulation of damages, as all 3 back cushions are extensively damaged. Per the *************** Pet Warranty: What is Not Covered: Any accumulation of damage, that occurs from repeated use, rather than from a particular incident. Since the current condition is extensive throughout a good portion of the piece and consistent with accumulation and improper care, we feel its reasonable to determine this claim being ineligible for service. Regarding providing a copy of the consumers Plan document, we cannot supply a copy as there are variations in Plans in circulation and we have no way to determine what Plan the consumer has. Additionally, it is a Contract requirement for the consumer to retain a copy of their Protection Plan. Thank you, Serveco.

• Initial Complaint

  Date:10/19/2022

  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.

  We bought a dining set cabinet table and chairs, Living room couch and chair and a love seat. Purchase date June 13th 2020. Around Feb. 2022 I made my first claim. A hot item caused damage to the table top. My husband called the number several times no return call from them. I filed a claim and called 3 times and finally they scheduled for someone to come look at the damage. I had also noticed other imperfections on the table top. So when the adjuster came out, I showed him the other spots. I heard in about a week that they would not cover the hot item damage because of the 3 other spots I showed the adjuster. Stating/insinuating that I had done all the damage and they would not cover anything on the table. They said I would've had to file a claim on each damage spot, and since I didn't nothing would be covered.We began to have trouble with 1 foot rest on the couch and 1 foot rest on the love seat. I called, I emailed, I filed several claims on both foot rests. The foot rests continued to get worse. A man came out took pictures and got numbers from under the furniture. I never heard back. I continued to call. I made new claims on the same issue with foot rests. I call and email several times a month. Usually they don't answer or return my call or email.When I do get ahold of them they say..."We are waiting to hear from the company. We need to get the parts from them." The foot rests are even worse now. They will either not flip out or won't go back in. Screws, bolts and wood pieces are falling out. because of that the cushion is now wearing. You seem to sit in a "hole".I still have not gotten a straight answer from them.I spoke to my contact person ****** and supervisor ***** at ************ My husband thinks he could fix 1 of the foot rest but not the other. I don't want him to touch anything due to maybe voiding our warranty.At this point I would be happy with a replacement couch. I attached pictures.

  

  Business Response

  Date: 10/26/2022

  We apologize for the consumers disappointment regarding the outcome of their claim. We attempted to obtain replacements parts for repairs but unfortunately, we could not. Therefore, we are refunding the consumer the purchase price of their Plan to settle this claim. Thank you, Serveco

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I don't think a refund is enough money to get the item fixed. I will settle though. Why couldn't the company just tell me the truth? What if another piece breaks? There's a reason we bought the insurance. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/18/2022

  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 PAWS and CLAWS warranty from ******** on my ******* Motion Leather furniture on 5/5/21.The warranty was ****** When I tried to file a claim they stated it had to be accidental. It was scratches on the furniture. It was accidental. They refused to pay because to much time passed since scratches occured? The scratches occur daily. This is a scam company who doesnt provide what you pay.

  

  Business Response

  Date: 10/24/2022

  We apologize for the consumers disappointment. The consumer had advised she has a sofa and love seat with pet damages from 6-8 weeks prior to placing the claim.For this Protection Plan purchased, there is a 30-day requirement to report an incident. Additionally, their Plan covers damage from a particular incident when it happens, not damages that accumulate over time. There are scratches throughout both the sofa and loveseat which accumulated overtime and thus would not qualify for service. Therefore, due to reporting timeline and the accumulated damages, we must uphold our decision to disqualify according to their Service Agreement. Thank you, ServeCo