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:10/11/2022

  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.

  Purchased a sofa and swivel chair at Family Furniture of America, they encouraged me to buy ************* Serveco. Within the first 30 days I noted that when the cats scratch at the furniture the threads do pull out. I called the insurance, they denied coverage stating that in the first call I didnt specify a specific incident and I said I wasnt there watching the cats and I reported it as soon as I noticed it but they continue to deny any coverage for repair or replace. They also twisted my words saying that I didnt know how the pulled threads occurred but I did specifically state I have two cats. Their contract is vague and apt for interpretation which they use for denials. It was a waste of my 300 dollars to buy VIP ************* through Serveco.They want the client to witness the incident and call and this is impossible to watch 24/7 when you have to go out and you have 2 cats !

  

  Business Response

  Date: 10/18/2022

  We apologize for the consumers disappointment. The consumer placed a claim and advised that the sofa and chair both have damages to the armrests and the cushions. The customer did advise that she has 2 cats that scratch daily. The customer does have pet damage coverage; however, the terms of their Protection Plan specifies that the damage must be from a particular incident, or at least close to a specific incident. Since the customer reported that the cats claw all day and the damages are throughout both pieces, and consistent with an accumulation, its reasonable to determine that the damage was not a specific incident. Therefore, based on the reported facts and photos, the claim would not be eligible for service. Again, our sincere apologies for the unfavorable outcome. Thank you, Serveco. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18198294
  
  I am rejecting this response because:
  
  
  
  I am rejecting this response because:
  The word accumulation of damage is being used to reject the claim, however the cats scratching in 3 different areas is an incident and not an accumulation. The furniture was not even 30 days old when this claim was filed.
  I bought this VIzp a pet insurance for this new furniture in case the fabric could be damaged by my pets. 
  The VIP ************* Serveco needs to define how many scratches 2 cats can make for the coverage to cover.  
  if they cover only one site on the furniture and not 3 places, then they should cover one of the 3 sites. If they cover one scratch only,  this would be a scam and a bogus way to take money from a client, because it is impossible to watch the pets 24/7 when one is busy to stop them at one scratch. 
  This policy statement of accumulation is very conveniently up to their interpretation to ******* money from honest clients who buy their policy. 
  There is nothing in the policy stating thst if the cat scratches more than one time or in more than one spot, or more than once in one day it will not be covered.
  The policy is arbitrary and vague, making it easy for them to deny and take The clients money offering no action on their part. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/25/2022

  The consumers Protection Plan specifies that the damage must be from a particular incident, we would even consider it if it was just a couple of areas. Since the customer reported that the cats claw all day and the damages are throughout both pieces, and consistent with an accumulation, its reasonable to determine that the damage was not a specific incident. We believe this language accurately describes our rationale for make this claim ineligible. When we are told that their cats scratch daily and there are 4 or 5 damaged areas, we would determine this accumulation and not an incident. However, in the spirit of customer service, we will offer a refund of the Protection Plan purchase price. Please advise. Thank you ServeCo 

• Initial Complaint

  Date:10/07/2022

  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.

  9/2022-10/2022 My husband and I paid for the 5 year protection plan to cover the couch and loveseat that we bought in September 2021. The frame on the loveseat broke and the arm of the couch is starting to give in. My first call, they didn't even bother to file the claim, my second call, they finally submitted the claim. My third call, they told me a technician was going to contact me to come out and look at the furniture and either attempt to fix it or advise if it needs to be replaced. My husband called yesterday 10/6/2022 and was told by ********* that they denied the claim because there is a stain. He went over the paperwork we got for the protection plan and it stated that all stains were covered but that was not the issue, it was the broken frame which was also covered. He asked for a manager and she lied and said they were all on the phone, then she told him that they left the office and no one was available. I got a call from a manager today 10/7/2022 from a ***** and she said that because there is a stain on the loveseat ******* it was denied. I tried to explain to her that my protection plan covered stains but that wasnt the issue, it was the broken frame which is also covered but she kept trying to cut me off and said that they have to look at the couch as a whole. I said that again stains are covered but its the frame that is damaged and the loveseat needs to be replaced and the "stain" can be washed out in the washer. She refused to help at all, said they were still denying the claim and said that she was done with the call and hung up. My couch and loveseat is within the "what is covered" on the protection plan that we paid for and should be honored with a refund of the furniture entirely. This is the second claim they denied from us, last one was in 2020 and was a mattress and it was denied from a nonexistent stain. The mattress had a cover on it and could not have gotten stained.

  

  Business Response

  Date: 10/14/2022

  We apologize for the consumers disappointment in the outcome of their claim. The consumer reported that there was a broken board. The photos showed that the sofa and loveseat are heavily stained, with extensive frame damages. Per their ********** 5 Year $1500 VIP 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. Regardless of the stains, the extensive frame damages would render the claim ineligible. Therefore, we feel justified in upholding our decision that the claim is ineligible for service. Thank you, Serveco.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18183485
  
  I am rejecting this response because:

  Items regarding to the decision of the claim has been falsified as well as what we were told via representative ********* and manager *****. Per the email, one of the reasons the claim was denied was because I did not advise the couch was broken and I did not advise when. I told Representative ****, second time I called as first time a claim wasn't even filed, that the arm broke a week prior to the loveseat and per the text message I sent on September 15th, I advised couch and loveseat damaged. I also advised the cushion covers could be washed and that it was not "heavily stained". It was an accidental spill that can be washed out. If this claim is escalated as it was supposed to be as per the phone conversation taken place last week, I can wash the cushions and show no stains.

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

  

  Business Response

  Date: 10/19/2022

  We again apologize for the consumers disappointment. We would like to send an independent furniture technician out to the consumers home to do a full inspection of both the loveseat and sofa. Please advise. Thank you, Serveco.
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18183485
  
  I am rejecting this response because:

  I am still waiting for a phone call from the director of services. Everytime I we call Serveco we are told that we are supposed to get a call from him/her. I have not received that call and it has been 2 weeks. I will not accept this. Please have the director of services call me as promised.

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

  

  Business Response

  Date: 10/20/2022

  Unfortunately, there have been many phone conversations and many misunderstandings regarding this claim. Due to these misunderstandings and since the customer indicated to us that she would prefer an email rather than a call, we will only communicate electronically. Our last correspondence offered to make a free independent technician inspection of the customers furniture and claim/damage details so that we can make a more judicious evaluation. Therefore, we stand on that offer. Or we will give a prorated refund of the customers Plan purchase price in order to resolve this matter. Please advise. Thank you , ServeCo

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18183485
  
  I am rejecting this response because:

  As previously stated via email to *****, through correspondence via BBB and via phone conversations multiple times, we are to receive a call from the director of services and this must be done. This needs to be discussed with her and only her at this point. The only misunderstandings were on Serveco's end. We have been very clear in all correspondence and have records of said correspondence. We have records of a claim that was never filed on Serveco's end, lack of communication on their end as well as fully disproving Serveco's claims as to why the claim was denied. Our dispute and evidence is being completely ignored and Serveco is not willing to honor the warranty that we have paid for. Again, we are rejecting the response and this will not be resolved until this is discussed with the director of services and our warranty is honored in full as stated on our paperwork. 

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

  

  Business Response

  Date: 10/26/2022

  We have spoken to the consumer, and she has agreed to have an independent technician out to do a full inspection of the furniture. Once the technician report comes in, we will further review. Thank you, Serveco.

• Initial Complaint

  Date:10/06/2022

  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.

  LEATHER RECLINING LOVESEAT HAS A BROKEN RECLINING MECHANISM. LOOKING AT THE **** , THE RIGHT SIDE DOES NOT RECLINE. IN JANUARY, 2022 A CLAIM WAS FILED AND QUALITY FURNITURE REPAIR WAS SENT TO MY HOME TO EVALUATE THE BROKEN LOVESEAT. REPAIRMAN SAID THE ENTIRE SEAT HAS TO BE REPLACED. I CHECKED PERIODICALLY THROUGHOUT THE SPRING AND WAS TOLD DELAYS WERE DUE TO COVID. IN JULY, 2022, QUALITY FURNITURE REPAIR SUGGESTED I CONTACT SERVCO DIRECTLY AS THEY HAD NO ADDITONAL INFORMATION TO OFFER. I CONTACTED ****** AND WAS TOLD A REPRESENTATIVE WOULD CONTACT ME. NO REPSONSE FROM SERVCO. IN AUGUST OF 2022, I BEGAN CALLING WEEKLY AND WAS INFORMED MY CLAIM WAS UNDER MANANGEMENT REVIEW. EACH WEEK I WAS PROMISED A DECISION WOULD BE MADE BY WEEKS END. TODAY IS OCTOBER 6TH AND NO ONE HAS EVER CALLED OR EMAILED ME. THIS HAS GONE ON LONG ENOUGH.

  

  Business Response

  Date: 10/14/2022

  We apologize for the consumers disappointment. The needed parts are no longer available from the manufacturer, we would like to offer the consumer a settlement of $500.00 Thank you, Serveco.

• Initial Complaint

  Date:10/03/2022

  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.

  On 10/26/2020, I purchased a sleeper sofa for $1476.75, in addition to a 5 year fabric protection plan, which was offered for an additional $187. On Wednesday 09/28/2022, I noticed a small puncture in the seat-back cushion of this sofa. According to my service contract, one of the many things covered is a puncture, cut, tear, or rip from a specific incident. I then called to make a claim for service. The representative that took my call asked me if I knew how the puncture occurred. I said that I just noticed it and didnt yet ask my wife or daughter if they knew how it happened. He still took my claim and after a brief hold he came back on the line and told me that my claim was denied because I did not specify how the damage occurred, which is required as per the contract. I responded that I did not see that part, but it was no problem because I would try find out the cause and call back. He then told me that it would be seen as a repeat claim and would be denied because of that reason. However, upon reading the entire contract, there is nothing in it that says I cannot re-file a claim once I do obtain all of the information that they require. I read the entire contract and nowhere does it mention that a claim can only be made once, or that one cannot be resubmitted with any missing information. I then spoke to my wife and asked her if she knew anything about the puncture damage. She informed me that she accidentally punctured that morning wit a box cutter while opening a package. I then made a claim online on that same date. On 10/03/2022 I received a call from ServeCo explaining that this claim was also denied because it is seen as a repeat claim. Again I told him there is NOTHING in the language of the contract that stipulates I cannot resubmit my claim with all relevant information. He claims to have spoken to a manager about this and still denied the claim. I have tried to rectify this with them to no avail. I just want my couch repaired or replaced.

  

  Business Response

  Date: 10/04/2022

  We apologize for the consumers disappointment. Per the 5 Year Fabric Protection Plan, it does cover a puncture, cut, tear or rip from a specific incident. When the claim was placed, the representative was advised there is a puncture **** on a back pillow from no specific incident. The claim was considered a non covered claim due to unknown damages. Per the Protection Plan; WHAT IS NOT COVERED:  General: Any stain or damage of unknown origin. The consumer is now stating it was from a box cutter. In the spirit of good consumer relations, as a courtesy, with no guarantees, we will look into the availability of the part. Thank you, Serveco. 

  Customer Answer

  Date: 10/04/2022

   
  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. I want the business to understand that yes, I understand the damage had to have been from a specific incident. I also told the rep on the phone that I just saw the damage and needed to talk to my wife to see if she knew how it happened. The rep took the claim anyway instead of simply saying that I needed to know the reason first. Had he mentioned this, I would have simply called back. My point also is that the written warranty makes NO MENTION AT ALL of any policy that states a customer gets one, and only one, chance to submit your claim or I would have waited. You cannot add that policy into a written contract without the purchasers consent and signature, which was NOT done.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/09/2022

  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 sectional couch from Ashley ********************** as well as an extended service warranty which is handled through SERVECO. I had an issue with the furniture within the covered period and requested service/filed a claim on March of 2022 and it is still not resolved. Up until July I literally contacted them weekly with no success. In July they said there was a repair company by my home and they would arrange for service. We are no in September and no contact as of yet. Just hung up with SERVECO to say that the follow up on their end is an understatement. At this point they need to either replace the furniture or return the fee I was charged for the warranty. It has been a frustrating 6 months.

  

  Business Response

  Date: 09/13/2022

  We apologize for the consumers disappointment regarding the delay. We have experienced unexpected and unintended circumstances with qualified technician services in this area. The good news is that we have located one that meets our standards. The repair company will be reaching out to the consumer to set up the appointment.  Thank you, Serveco. 

• Initial Complaint

  Date:09/08/2022

  Type:Sales and Advertising 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 a La * ******************* recliner with iClean fabric on 9/23/2020, I also purchased a Serveco 5 year protection plan. On 9/1 I filed a claim for cleaning because coffee was spilled on the chair. I had called La*Boy who referred me to Serveco. I filed a claim, sent photos and described what happened and that I had blotted the excess coffee- and used a small bit of woolite to attempt to clean per lazboy guidance (linked here: https://www.la-z-boy.com/content/CustomerCare/iclean-cleaning). I received a call on 9/8/2022 saying my claim was denied because I used an unsupported cleaner. I called Serveco inquiring why it would be unsupported when the manufacturer recommended its use? I went back and forth for a few minutes (they told me my fabric wasn't iClean- which it is per my order receipt and the lazboy website). After I rebutted every denial arguement that they gave me- with facts from the lazboy website, they sent me back to La*boy saying they had to support the claim because it was within the 3 years of their coverage. I paid a lot of money for a service that apparently cannot be used- I feel like Serveco is operating in bad faith.The product is marketed and sold under false pretenses with no intention of honoring what is sold. I met all of the "qualifications" and they still denied coverage. What did I pay $200 per item for? This company is deceptive to consumers.

  

  Business Response

  Date: 09/12/2022

  We apologize for the consumers disappointment. The consumer stated coffee was spilled, and they used Woolite to clean the affected area. While the IClean Warranty does advise of that product being authorized, the consumer did not purchase an iClean fabric. Therefore, the cleaning instructions nor warranty coverage from LZB would apply. The warranty Plan that was purchased was the Serveco Protection Plan - DAC **************** (Platinum Pwr Multi) Up To $20,000 5 Year, which states; REQUIREMENTS FOR REQUESTING SERVICE: Failure to meet any of the following requirements can result in a denial of Service under this Protection Plan: If a spill occurs, simply blot with a clean, dry cloth. If the stain persists, please contact SCS before attempting any further cleaning.Therefore, with using the Woolite, it is a noncoverage due to unauthorized cleaning. Although not eligible for service, we will be willing to send a technician out with a signed Courtesy Only Letter, that upon approval from consumer, we will email,and once received back and signed, we will schedule for the cleaning service.Thank you, Serveco
  

  Customer Answer

  Date: 09/12/2022

  As shared in my previous attachment, the fabric on the chair is Iclean. I contacted ******** again as advised by ****** and they told me that the chair in the cleaning shouldve been fully covered by Servco. I want the records to be updated to correctly reflect this information as it seems there has been several inaccuracies. 

  

  Business Response

  Date: 09/13/2022

  We apologize for the confusion and consumers disappointment. We did reach out to ******** to determine the fabric and warranty purchased. The consumer does have the iClean fabric, however, as previously advised, they do not have the iClean Warranty. Therefore, the customers warranty coverage is exclusively based on the terms of the ServeCo Plan that was purchased. And since the terms of the ServeCo Service Contract were not followed, as stated under REQUIREMENTS FOR REQUESTING SERVICE:  If a spill occurs, simply blot with a clean, dry cloth. If the stain persists, please contact SCS before attempting any further cleaning.. Although, not eligible for service and considering the confusion, we are still willing to send a technician out to clean with the signed Courtesy Only letter. Thank you, Serveco

  Customer Answer

  Date: 09/13/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/06/2022

  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 purchased a sofa from ****************************** in September, 2019. and purchased the 5 year ********** VIP Protection Plan to cover what was told to us would be "anything" that happened to the furniture. Our claim has been denied after months of waiting for a response and being ignored by ****** because they said the damage occurred over time, which is not covered.First contact was on 1/19/2022 about damage to the frame of the couch.1/26/2022 we received a message, asking us to call you back. We called and left messages for some time and didn't hear back until February 5th. This started the back and forth of photos of the damages. Someone finally came to look at our couch in 6/2022. Our claim was denied because they said that it was a result of heavy use and an accumulation of damage over time. The frame to the couch broke. This resulted in more damage, the fabric in the back of the couch being torn and also the fabric on the bottom being ripped because the frame parts were sticking out. Yes, it did get worse over time as we were waiting for a resolution from the warranty company and we had no other couch to use. After receiving a phone call on 7/1/2022 about our claim being denied, I asked for information in writing, detailing the denial of the claim. At that time I spoke to *****. She assured me I would receive it within a week. As of 8/29/2022, no such letter was received and I again had to reach out. I am attaching the response that I finally received, over two months later.

  Customer Answer

  Date: 09/08/2022

  I am emailing regarding case number ********. The furniture company made this right. I can withdraw this claim against ******. Thank you!

• Initial Complaint

  Date:09/02/2022

  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 large sectional from lazy boy. I also purchased a warranty from serveco for 5 additional years due to be told that this warranty covers damage caused by pets, children, etc. After noticing a tear in one of the many cushions, I took a closer look at the others. Similar tears were elsewhere. We've had previous issues with tears on this sectional, all of which were taken care of by ******. But not this time. I called ****** and was told "sorry, this is an accumulation" because you did not witness the damage. We paid for an extremely expensive sectional and an extremely expensive warranty. And we received the "you didn't see it happen" excuse. How can I witness this without standing in front of the sectional 24/7?

  

  Business Response

  Date: 09/13/2022

  We apologize for the consumers disappointment. The consumer placed a claim advising there was one hole on the seat. When getting claim details from the consumer, he later advised that there are holes in every section of the sectional but one. The consumer indicating that all the damages happened over the last couple of months. The consumer was advised that the claim was ineligible due to an accumulation of damages. Per the Serveco Fabric Protection Plan: WHAT IS NOT COVERED: This Protection Plan provides no Service or benefit for any of the following: 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. Therefor the consumers claim will remain ineligible for service/repair. Thank you, Serveco.

• Initial Complaint

  Date:08/27/2022

  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 over $9k worth of genuine leather furniture from Lazy Boy in 2019 to include an extended 10 year warranty. We had an incident with my grandmothers lift wheelchair happen in May 2022 that caused damage to the arm of the couch. I filed a claim to have it fixed in May 2022. ServeCo, the extended warranty company initially denied the claim basically telling me the damage was not consistent with the "typical" wheelchair damage. I asked for it to be escalated. They sent out a tech to assess the damage, and he stated it was caused by wheelchair damage and would submit his report to repair. I did not hear from them for another 5 weeks, so I reached out again. They called me and informed me they are denying my claim due to it not being consistent with wheelchair damage. I asked for it to be escalated again. The warranty I purchased does not state it does not cover wheelchair damage. I am not sure the reason for the denial and not sure why they are denying my claim. What did I purchase an extended warranty for if it will not cover what they "feel" should be covered and meets their "consistency" standards? I am not sure what a consistent wheelchair damage would look like, but what I am interpreting them replying to me is that they "feel" I am lying. I have never had to file a claim on a warranty before and was hesitant to purchase this one. The store representative assured me it would be worth it since we were purchasing good quality leather furniture and should have the extended coverage. I feel like I was tricked into this purchase and got ripped off. I want my couch fixed with the warranty I purchased. I am not sure what else to do.

  

  Business Response

  Date: 09/09/2022

  We apologize for the consumers disappointment. Although an independent leather repair technician determined that the cause of damage was inconsistent with what was reported and therefore ineligible for service, as a good faith gesture, we are currently investigating options for resolution.  Due to extensive damage, replacing the damaged area with a new part is the only possible repair. Therefore, since the exact leather color is not available from the manufacturer, we are researching availability of an alternative close match.  Once we have the necessary information from the manufacturer, we will advise of options. Thank you, Serveco.
  
  

  Customer Answer

  Date: 09/09/2022

   
  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. 
  I would like to respond to one comment regarding the technician visit. He came to my house and verbally told me it WAS consistent with the claimed damage and he would write up his report for repairs to be made. This is not consistent with Servecos response to my complaint. 
  I am pleased the repairs are moving forward and I thank Serveco  for honoring their warranty guidelines. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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.

  On 8/23 I attempted to file a warranty claim. After 3 days they denied my claim. The claim I made is within the guidelines of their contact yet they still will not honor this claim.

  

  Business Response

  Date: 08/30/2022

  We apologize for the consumer's disappointment. Consumer reported damage from a sharp object, when we received the photos, it was deemed seam separation, as only the seam thread was unraveling. Per the Lifetime Protection Plan under What is not covered: Wear and Tear Caused by Repeated Use (over time) Damage caused by wear such as, but not limited to the following: Pilling, pulls, snags, seam separation, or fraying of the fabric. Manufacturer Quality Issues: Stress tear (tearing or ripping of upholstery within one-half inch of and parallel to the seam line), or fabric flaws. However, considering customer satisfaction, we would like to send a technician out as a courtesy to repair the ******* best as possible. Thank you, Serveco.