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:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim on January 27 because our dog had scratched and discolored a one of our leather sofa cushions we had received from LaZBoy. When we bought the insurance we were told and the contract says it covers dog scratched. Apparently, a scratch is only repaired if it is a rupture. While they cover pee, vomit and saliva of a dog, they will not cover any discoloration (which contradicts itself). There was no recourse and I feel that this company is totally unresponsive and making excuses as to not cover what they should in their contract.

  

  Business Response

  Date: 05/09/2025

  The consumer submitted a service request on January *******, regarding discoloration on the seat casing of an armless chair that is part of a leather sectional. In the claim, the consumer noted uncertainty about the cause of the damage, mentioning that it may have resulted from children placing slime on the surface.

  Upon review, it was determined that the issue reported is considered discoloration. According to the Terms & Conditions of the Protection Plan provided to the consumer at the time of purchase,discoloration, fading, and color change fall under the section titled WHAT IS NOT COVERED, specifically under Manufacturer Quality Issues, and are therefore excluded from coverage.

  We understand the consumers frustration and sincerely regret any confusion regarding the scope of coverage. However, it is important for us to remain consistent in the processing of service requests and adhere to the clearly defined terms of the Protection Plan.

  We appreciate the opportunity to clarify this matter and are always committed to delivering transparent and fair service to our consumers.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23098426
  
  I am rejecting this response because: Later we did find out the damage was part of the dog clawing at the cushion, along with licking.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/15/2025

  Once a cause of damage has been entered, a determination is made, and the consumer is notified, we are unable to make changes to the record.
  

  To ensure fairness and transparency for all our consumers, it is essential that we remain consistent in our decision-making processes. This consistency allows us to uphold the integrity of the Protection Plan and ensures that each service request is evaluated based on the same set of established terms and conditions. By adhering to these guidelines, we can provide equitable treatment to every consumer while maintaining trust in the service and support we provide.

• Initial Complaint

  Date:03/17/2025

  Type:Product 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.

  Due to my recliner that I purchased from Lay-Z *** furniture not working, I had to file a claim with ServeCo North America on March 8th, 2025. It has been a week and I have not heard anything back from them, the only thing they can tell me is that it is under review. I need my recliner replaced or repaired as soon as possible, I am a senior citizen and require my legs to be elevated when sitting and I cannot do that without my recliner being fixed.

  

  Business Response

  Date: 05/09/2025

  ServeCo received the consumers service request on March *******, regarding a non-functioning recliner purchased from ********* We understand the importance of this chair to the consumers daily comfort and health, especially given its use for medical reasons.

  After reviewing the claim, the necessary parts were ordered,and a technician was dispatched to complete the repair. The service was successfully completed on April 16, 2025. We can confirm that the chair is now functioning properly and meets the manufacturer's specifications.

  While we worked to ensure a swift resolution, we regret that the consumer does not feel their concerns were addressed quickly enough. We are committed to providing timely and effective service and will continue working to improve our communication and response processes.

• Initial Complaint

  Date:03/13/2025

  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 brand new adjustable mattress base, the most elite model available. It was delivered on 02/18/2025. Immediately upon first use I noticed two problems, which are still present even after wasting my valuable time with ServeCo:1. Android app shows massage feature is supposed to have three modes: STEADY, PULSE, WAVE. Instead, all I'm getting are three different wave patterns.2. Upper massage motor is loud, rattling, and annoying. Opposite of the intended effect for such a feature and opposite from the lower massage motor, which has a smooth, soothing, refined vibration. This proves that the upper massage motor is defective and not based on my personal preference.I finally had a chance to call ServeCo on 02/24/2025, waited on hold forever, and was finally connected to ***** who kept yawning during the call and insisted that I just do his job by filing a claim on their ServeCo website, of which I did. Seven days go by and I heard nothing. I shouldn't have had to call ServeCo back again on 03/03/2025, wait on hold forever again, just to be connected to another incompetent who insisted that I "call back tomorrow". I refused to keep playing ServeCo games and demanded to speak to a manager. A manager came to the line and ordered me a replacement massage motor and a main control unit for the entire product in an effort to accomplish STEADY, PULSE, and WAVE massages, as falsely advertised. I never received the shipping email as promised, had to call two days later to get the shipping information, received the parts a day later than promised, got the parts replaced/installed, all just to end up the exact same results: WAVE 1, WAVE 2, WAVE 3 instead of Steady, Pulse, and Wave + an even louder ratty tat massage motor! I'm not going to keep wasting my time calling to experience your incompetent agents, wasting my time on your website, or wasting my time replacing defective parts with more defective parts. Send me working parts, via next day delivery.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out and for taking the time to provide such detailed feedback. We sincerely apologize for the ongoing frustration and inconvenience youve experienced with your adjustable base and in your attempts to have the issue resolved. Your concerns are completely valid, and we want you to know were taking them seriously.

  We understand how disappointing it is to invest in a high-end product only to encounter issues immediately after deliveryespecially when those issues affect your comfort and peace of mind. We're also very sorry to hear about the poor experience you had during your interactions with our service team. This is not the standard of service we aim to provide, and we truly regret that your time and trust have been compromised.

  To address your concerns thoroughly and efficiently, weve opened a new service order and scheduled a technician to visit your home. The technician will conduct a full inspection of the adjustable base, including both the functionality of the massage modes and the performance of the upper massage motor. If the technician determines that replacement parts are needed, we will order them immediately based on their professional recommendation.

  Please rest assured, our goal is to ensure you receive a product that performs to the standard you expected when you made your purchase. We want to make this right, and we will continue to work toward a resolution that meets your expectations.

  Well be in touch shortly to confirm the service appointment details. In the meantime, if you have any additional information to share or questions, please dont hesitate to reach out directly.

  Thank you again for your patience and for giving us the opportunity to resolve this for you.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SERVECO WILL NOT HONOR THEIR WARRANTY. Paid $875 for a couch and love seat from Family Merchandise Outlet. Added a 5 year extended warranty for $175. After about 3+ years part of the frame work separated and broke. Some kind of structural issue. Warranty details shows that this is covered. ServeCo required pictures of defect, invoice, serial numbers off of ******************** showing it matched the invoice and the Warranty page itself. All was provided. After a couple of months with them not returning calls and asking for more information when I reached out to them, they denied the claim.

  

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to respond to this matter.

  The consumer submitted a service request regarding multiple concerns with their furniture, specifically noting that the couch has a broken wood frame near the front right leg, accompanied by a fabric tear and torn seat netting on the left side. Additionally, the loveseat was reported to have a tear on the left armrest and loose fabric on the front of the armrest. The consumer expressed that the primary concern is the structural integrity of the frame.

  Upon reviewing the claim, ServeCo informed the consumer that structural issues such as a broken frame would be assessed under the terms of the Protection Plan. However, damages such as fabric tears, seam separation, or issues stemming from general wear and tearparticularly when the cause is unknownare outlined as exclusions in the What Is Not Covered section of the Protection Plan.

  To ensure we fully understand the extent of the damage and provide the most appropriate resolution, ServeCo will initiate a service order and dispatch a qualified technician to inspect both the couch and loveseat. Once the inspection is completed and the technicians report is submitted, we will evaluate the findings in accordance with the terms and conditions of the consumers Protection Plan and proceed with the appropriate next steps.

  We appreciate the consumer bringing this matter to our attention and remain committed to ensuring a fair and thorough review of their concerns.

  Customer Answer

  Date: 05/12/2025

  I am waiting to see if Serveco will actually follow through with the service call and do the required repairs. 

  

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to the consumers concerns.

  We understand the frustration the consumer has expressed and appreciate the opportunity to clarify the situation.

  Upon reviewing the service request, we can confirm that the consumer reported not only frame-related issues but also multiple concerns regarding the condition of the unit. The photos provided showed an accumulation of various damages throughout the furniture, which required a more thorough evaluation to determine coverage eligibility.

  The consumer did speak with a supervisor, and as part of our effort to fully assess the situation, we opened a service order to have a professional technician visit the home. The technicians role is to inspect all reported damages in person and submit a detailed report. This allows us to accurately evaluate the condition of the furniture in accordance with the terms and conditions of the Protection Plan.

  Once we receive the technicians findings, we will be able to review the claim further and determine the appropriate resolution. We are committed to working with the consumer and addressing their concerns as fairly and efficiently as possible.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23050651
  
  I am rejecting this response because:

  No one has been sent out yet to review and repair my furniture. If and when that is completed I will be able to provide more information. Thank you. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/23/2025

  We would like to clarify that we made several attempts to reach the consumer to schedule a service appointment. A scheduling email was sent on May 9, 2025, followed by a second email on May 12, 2025. Additionally, a voicemail was left on May 13, 2025.

  Upon review, we discovered that an incorrect phone number was listed on the original service request, which may have caused some communication issues. This has since been corrected. We also offered the consumer an appointment date of May 19, 2025, but were informed that this date was not suitable.

  We remain committed to resolving this matter and will continue reaching out to the consumer to find a convenient time to complete the service. We appreciate the consumer's patience and cooperation as we work toward a resolution.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23050651
  
  I am rejecting this response because:
  

  They are being misleading in their response. I answered all 3 emails letting them know we would not be available on 5/19 for a service call but they still sent 2 more emails after my response, which I also answered (emails attached). They didnt acknowledge my response until they had sent 3, which is how they are trying to make it sound like theyre not getting a response. That of course is not true.

  I suggested an alternative date of 5/24, which they said they noted, but we have not heard anything more about rescheduling. And of course the furniture has not been repaired or even looked at.

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

  

  Business Response

  Date: 06/02/2025

  The consumer is currently scheduled for service on June 14, 2025. They will be contacted closer to the date with a specific time window.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23050651
  
  I am rejecting this response because:

  We are waiting to see if they do show up on 6/14 and the repairs are made. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/05/2025

  Type:Product 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 service request with Serveco in January 2025. On January 13, I received an email notice they had received the request. They then asked for photos of the two chairs that need fixed. One chair is a glider swivel. The other chair is a swivel only. I sent the photos. Then on Jan 16, they asked for One clear photo of the manufacturers tag that is attached to the furniture on the bottom of the footrest. We do NOT have a footrest. I had to turn the chair up as the tag was underneath the chairs. I sent them all that they asked for. The swivel only chair is rubbing something underneath and the swivel glider is bumpy when your gliding. We hardly even sit in the chairs as they are in the living room and we are always in the family room. They also wanted where we purchased our chairs. We bought $75,000 worth of furniture and paid a large sum of money to ******** to be covered by anything Serveco would protect. I confirmed with my sales person at ****- boy if they were covered. She said they were. I also looked on my sales ticket showing that. So, on Jan 27 here is the answer I received.Hello, I hope this message finds you well. This is in regard to the service request you placed on your furniture. Your sales invoice does not reflect the purchase of a ServeCo Power/Mechanism Protection Plan, therefor we are unable to service your furniture. Please contact ******** at ************ to submit your request for the repair.Thank you and have a great day I replied right back,We do not have a power mechanism!What exactly are you saying? It shows on the ticket I sent you from ****- boy that it is covered by servco. I received no response. Unbelievable! I was then helped by a ****-Boy customer service to help me file another claim. We couldn't get it to work. She said she would put it in with ************ by ******** at no charge. That's great but we paid insurance through Serveco. This is despicable service from Serveco

  

  Business Response

  Date: 03/05/2025

  Thank you for providing us with the consumers feedback. We sincerely apologize if the details of the Protection Plan were not fully explained or reviewed at the time of purchase. We understand how important it is to have a clear understanding of what is and isnt covered, and we regret any confusion this may have caused.
  

  The Protection Plan purchased was the ********************* Protection Plan. To help clarify, here are the specifics of what is covered under this plan for leather:
  

  WHAT IS COVERED: This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection of this Protection Plan that occurred as a result of a specific incident.Coverage is specific to the plan that You purchased. Please reference Your sales ticket (sales receipt) for the applicable plan code:
  

  LEATHER:
  -Any food or drinks normally consumed by humans
  

  -Human bodily fluids

  -Pet bodily fluids

  -Gel pen

  -Highlighter
  

  -Crayon

  -Grass
  

  -Grease
  

  -Iodine
  

  -Shoe polish
  

  -Puncture, cut, tear, or rip from a specific incident
  

  -Blue **** *** transfer
  

  -Newspaper print transfer
  

  -Any burn or heat **** from a cigarette or hot dinner plate
  

  According to the Protection Plan, it does not cover the failure of massage units, components, electric motors, or mechanisms.
  
  We apologize if this information was not fully communicated to the consumer at the time of purchase. We strive to ensure that all customers have a clear understanding of their Protection Plan, and we regret any misunderstanding. If there are any further questions or concerns, please dont hesitate to contact us.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SERVECO IS COLLUDING WITH ENGLAND FURNITURE AND GAVIGANS FURNITURE TO NO MEET THE OBLIGATIONS OF A FURNITURE WARRANTY FROM ******* FURNITURE. ****** IS TRYING TO CHARGE ME HUNDREDS OF DOLLARS FOR A WARRANTY APPROVED REPAIR. THEY ARE INTENTIONALLY STALLING AND CONTIUALLY BADGERING ME FOR MONEY EVEN THOUGH THEY WERE TOLD BY THE MANUFACTURER THAT THE REPAIR IS COVERED.

  

  Business Response

  Date: 03/04/2025

  Thank you for the opportunity to provide clarification on the situation as we work to resolve this matter and ensure that all the details are fully explained.
  

  It appears that the consumer's 1-year manufacturing warranty has expired, as their furniture was purchased in 2023. Additionally, we do not have a record of a Protection Plan associated with their purchase. Please note that ServeCo provides service to consumers who have purchased an additional Protection Plan, which extends coverage beyond the 1-year manufacturer warranty.
  

  We previously communicated this information to the consumer in an email, which outlined the following:
  "Hello,
  The parts may be under warranty through *******; however,the labor and administration fees are only covered during the first year of the manufacturers warranty. To proceed, we would need to collect the $35.00 processing fee. Do you wish to proceed?"
  

  Since the furniture is now outside of the 1-year manufacturer warranty, we are unable to begin any administrative work without the payment of the $35 processing fee. Once we identify the required parts, we will check if England will cover them.
  

  We hope this helps to clarify the situation, and we are ready to proceed once the processing fee is received.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23017309
  
  I am rejecting this response because:

  1.  The manufacturer informed you that the product is under warranty (5 years)
  2.  ********* stated you are the repair company for their sales (to include ALL warranty items regardless type)
  3.  YOU have the Obligation to abide by the warranty of the manufacturer as the representative of the seller
  4.  YOU continue to NOT DO anything until I PAY YOU, not the way a warranty works
  5.  YOU continue to NOT EVEN STATE what the total costs would be as you want to steal my money
  6.  NEITHER YOU OR the factory have resolved the problem.  SO I REMAIN INTENT ON GETTING JUSTICE.
  
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/04/2025

  ServeCo process manufacturing warranty work on behalf of ******** as long as the consumer is still within their 1-year manufacturer warranty. Unfortunately, the consumers warranty expired over 2 years ago, placing their request outside the eligible timeframe for warranty coverage. Some manufacturers do offer extended warranty coverage for the components of the unit, while others do not. That does not include processing or labor cost, it would just cover the components. 
  

  It seems the consumer may be misunderstanding, and weve made efforts to explain the process to the consumer. We also emailed the consumer an outline of how the non-warranty program works. We are unable to proceed with any assistance until the $35 processing fee is agreed upon and paid. Once this fee is received, we will be happy to move forward with the necessary steps to resolve the issue.
  

  At this time, ServeCo is closing the service request, as we are unable to take productive action without the processing fee being addressed.

• Initial Complaint

  Date:02/26/2025

  Type:Delivery 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 furniture from ******** furniture in July 2020 (delivery in October 2020) with a Serveco 5 year pet protection plan for an additional $195. When I filed a claim for pet damage on February 3, 2025 the company denied my claim based on not reporting within 30 days of an incident. Disregarding the absurdity a 30 day notice requirement for minor pet damage, my claim stated that it happened within the last year and there was no follow-up from the company as to an exact date. Further, the claim was denied because of "an 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." This would seem to exclude most furniture from coverage that is over a year old since it's rare to find furniture kept in such a pristine state that long out from purchase (especially if there are pets in the house, which Serveco purports to insure against). Finally, the determination to deny was made solely off of 3 pictures that were sent to the company. A more thorough examination or follow-up would have been expected if there were genuine concerns as to whether the damage fell under the policy's coverage.

  

  Business Response

  Date: 03/05/2025

  Thank you for providing us with the consumers feedback. We sincerely apologize for the frustration the consumer has experienced. We understand how disappointing it can be when a situation doesnt meet expectations.
  

  After reviewing the service request, the consumer specifically reported "Pet scratches. damage happened when my dog would scratch self while laying on couch. happened within the last year to two years."
  

  As outlined in the Protection Plan, under "REQUIRMENTS FOR SERVICE," it specifically states that "Any stain or damage must be reported to SCNA within thirty (30) days of the date that the stain or damage occurred. Notify SCNA by calling **************."
  

  The Protection Plan purchased covers pet damage resulting from a single isolated incident. However, as described, the scratches occurred over time due to the dog's behavior, rather than from a specific isolated event.
  

  Additionally, as outlined under "WHAT IS NOT COVERED," the Protection Plan states, "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," which would apply in this case.
  

  While we understand this may not be the outcome the consumer was hoping for, we must remain consistent with how we process service requests by adhering to the terms and conditions outlined in the Protection Plan. We appreciate the opportunity to clarify this matter and are available to assist with any further questions or concerns.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22992177
  
  I am rejecting this response because: The company never asked for the specific date that the incident occurred and the exact date was never given. Additionally, the company is using "wear and tear" as a pre-text for denying any claims made under the warranty since that term encompasses nearly any claim made (especially one made closer to the end of their offered 5 year plan). Furthermore, the 30 day notice requirement serves no purpose other than to arbitrarily cut off consumers from taking advantage of their plan. The company is dealing in bad faith and I look forward to participating in the inevitable class action lawsuit or multi-district litigation. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/19/2025

  The ********** Plus Pet Protection Plan does include a specific requirement for reporting any stains or damage in order for us to process a service request. Under the "REQUIREMENTS FOR REQUESTING SERVICE" section of the plan, it clearly states: "Any stain or damage must be reported to SCNA within thirty (30) days of the date that the stain or damage occurred. Notify SCNA by calling **************." This 30-day timeframe is essential for us to determine the cause and scope of the damage and to proceed with service requests.
  

  When the consumers service request was submitted through our online portal, the description provided by the consumer reflected, "Pet scratches. DAMAGE HAPPENED WHEN MY DOG WOULD SCRATCH SELF WHILE LAYING ON COUCH. HAPPENED WITHIN THE LAST YEAR TO TWO YEARS." This puts the damage well outside the 30-day requirement for reporting, which is why we are unable to process the request further.
  

  We recognize that it may be disappointing, but the 30-day reporting requirement is in place to ensure that we can accurately assess and address the issue within a reasonable timeframe. Unfortunately, because the timeframe was not met, we are unable to proceed with the consumers service request at this time.
  

  This policy is not intended to unfairly limit consumers'ability to use their protection plan but is necessary for our ability to provide quality and timely service
  

  We appreciate your understanding in this matter, and if you have any further questions or would like additional clarification, please don't hesitate to reach out to us.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22992177
  
  I am rejecting this response because: I disagree that the 30 day notice requirement serves any purpose other than to exclude reasonable claims from being processed. Further, my claim did not clearly state that it was outside the 30 day window and the company made no effort to seek clarification. I don't have reason to believe that the company will make a sincere effort to make the repairs so I'd be willing to accept reimbursement of the $195 paid for the policy. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/09/2025

  While the terms of the Protection Plan do include a 30-day notification requirement for reporting accidental damage, we understand the consumers concerns and appreciate the opportunity to reach a resolution. In the interest of fairness and to bring this matter to a close, ServeCo will honor the consumers request for a refund of the $195 paid for the Protection Plan.
  

  A request has been submitted to our accounting department, and the refund check will be mailed to the consumer within the next 10 business days.
  

  We hope this gesture reflects our commitment not only to upholding the terms and conditions of our Protection Plans, but also to working with our customers in good faith whenever possible.

• Initial Complaint

  Date:02/25/2025

  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 recliner from Lazy Boy Furniture and a service contract from ******. The chair will not recline and the power supply does not work. I have tried for 4 weeks to contact this company whom I was referred to by Lazy Boy and I have contacted them on at least 4 difference occasions for them to send me the part or send out a repairman. When I reached them when I called after being hung on at least three times after at least 20 minutes on the phone they sent me instructions to take pictures of the tabels and to upload them on an APP. I am 73 years old and had to get someone to help me as the labels were on the bottom and the chair is heavy. I have called three more times and the last lady said I woulld get a call today giving me info on the part. No call, for the third time Help!!!

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for the less than exceptional experience consumer has had with their service request so far. We understand how frustrating this situation has been, and we truly appreciate the consumerspatience.
  

  Wed like to provide an update, the part has been ordered, and the estimated shipping date was 2/26/2025. The part should be arriving to the consumers home within the next couple of days. Once it arrives, if the consumer needs assistance with installation, we would be more than happy to dispatch a service technician to ensure everything is fully functioning before they leave.
  

  Again, we apologize for the delays and any inconvenience caused. We are committed to resolving this as quickly and smoothly as possible,and we truly appreciate the consumers understanding. If you need any further assistance, please dont hesitate to reach out!

• Initial Complaint

  Date:02/24/2025

  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 Servco Fabric Protection Plan when we purchased our furniture through the Furniture Superstore and was told if ANYTHING happened our furniture it would be covered by this plan. Well, the couch we paid $2,398.00 has a small stain on the relaxer part of it. My wife proceeded to use water only and blotted the stain (no chemicals were used) and after doing so a hole started in the material. Serveco will not cover this under the plan and is telling us we caused the hole. In no way did we cause this issue besides blotting with water. Not a happy customer!!!! They are calling us a liar because they do not want to cover this and how in the world can we prove it differently. I guess you have to start video taping everything you do in life because when it comes to these warranty's the companies never stand behind them.

  

  Business Response

  Date: 02/24/2025

  Thank you for bringing the consumer's concerns to our attention; We take all consumer concerns seriously and would like to provide clarification regarding the service request and the consumers Protection Plan coverage.
  

  Upon receiving the service request the consumer indicated that a hole had appeared in the fabric of the relaxer, and in their own words,stated, "A hole in the fabric started on the relaxer and there is no reason for this to happen." This statement did not reference a specific incident or cause for the damage.
  

  We would like to highlight that the consumers Protection Plan outlines what is and isnt covered. Specifically, the "WHAT IS COVERED" section states, This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection of this Protection Plan for fabric, leather, and vinyl upholstery and solid surface furniture that occurred as a result of a specific incident.
  

  Since the consumer did not report any specific incident that caused the damage, we were unable to move forward with processing the service request under these terms.
  

  Additionally, the "WHAT IS NOT COVERED" section of the Protection Plan clearly states Any damages of unknown origin is excluded from coverage. The consumer mentioned that the only action taken to the damaged area was blotting the area with water, which by definition is a method of lightly dabbing a stain without causing damage. This explanation was provided to the consumer during our call, yet they continued to insist that the hole appeared without cause.
  

  We would also like to point out under REQUIREMENTS FOR REQUESTING SERVICE it states, If a spill occurs, simply blot with a clean,dry cloth. If the stain persists, please contact **** before attempting any further cleaning.
  If the consumer did use water, as reported, this would be in violation of the terms and conditions of the Protection Plan.
  

  While we understand the consumers frustration, we must adhere to the terms of the Protection Plan. Furthermore, during the course of the call, the consumer became increasingly escalated and verbally abusive toward our service advisor. As a company, we expect all interactions to remain respectful, and we do not tolerate abusive behavior.
  

  As the situation was not covered under the terms of the Protection Plan and due to the escalation during the call, we have closed the service request on our end.
  

  We value consumer feedback and regret that this issue could not be resolved to the consumers satisfaction. However, we are bound by the terms and conditions of the Protection Plan, and we believe this decision is in line with our policies.

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a disgrace almost 200 spent on a warranty that cant do anything. I just got scammed. Ive just read other reviews and nothing but bad things from this company. They should sue. Its sad that people and businesses scamming like this. 1400 dollars couch I purchase and a 200 dollar warranty to tell me somethings in the picture classified as not covered so unfortunately my warranty is in valid

  

  Business Response

  Date: 02/06/2025

  We value the opportunity to address this matter and clarify the decision regarding the consumers recent service request under the ServeCo Protection Plan.
  

  After a thorough review of the service request and supporting documentation, we determined that the condition of the consumers unit does not meet the criteria for repair or replacement as outlined in the terms and conditions of the Protection Plan.
  

  The consumer reported damage attributed to normal wear and tear. Under 'Damage Location,' the consumer specified, 'The middle of the couch, as well as the right and left ends, are damaged due to wear and tear.'The consumer also provided photos, which align with the reported issues. The images clearly show fabric snags, pulls, fraying, and seam separation.
  

  The ********** Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection of this Protection Plan as the result of a specific incident.
  

  Referring to the section titled WHAT IS NOT COVERED listed under Wear & Tear Caused By Repeated Use (overtime) it states, Damage caused by wear such as, but not limited to, the following: Stains or damage caused by wear; Pilling, pulls, snags, seam separation, or fraying of fabric.
  

  ServeCo sincerely apologizes for any inconvenience this may have caused the consumer, but we must remain consistent on how we process our service request and abide by the terms and conditions. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22901619
  
  I am rejecting this response because: you scam me out of money. How is it a 5 year plan when you obviously going to see wear in tear so if its been 5 years when its only been 2 years and you dont think there going to be a little wear in tear but refusing to fix it is wrong or I want a refund (money ) of my policy that was in place. Youre scamming a lot of people and Im not the only that experience this issue. Out of 5 stars you are a 1 star company that should tell you something 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/06/2025

  I completely understand the consumers frustration, and I sincerely apologize for the inconvenience this has causedits never our intention to make the consumer feel unheard or dissatisfied with our services. According to the terms and conditions of the Protection Plan, wear and tear is specifically excluded from coverage. The issues you're describingsuch as fraying, pulling, and seam separationare explicitly listed under WHAT IS NOT COVERED in the Protection Plan. These types of damages are considered normal wear and tear and unfortunately, are not eligible for repair or replacement under the policy.
  

  We understand that this is disappointing, and we genuinely value our consumers and the trust they place in ServeCo. However, based on the policy guidelines, we are unable to process a service request for these particular issues. If the consumer would like to review the full terms and conditions of the Protection Plan with me, I would be happy to go over them with you in detail.
  

  In the meantime, I will forward the consumer's service request to our *********************** to calculate the pro-rated refund for their Protection Plan. Once I receive the details, I will promptly communicate with the consumer and ensure the refund is processed as quickly as possible.