Complaints

This profile includes complaints for ServeCo North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  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.

  We purchased a sofa from Somerhome Furniture in ************ on 6/13/20 and a Service Agreement thru ServeCo America. The Service Agreement (Number PFPGOLD092019-13660) was for 5 years, thus thru 6/13/2025.After several problems ServeCo decided to cancel our Agreement and refund its purchase price rather than fix our problems. We have called several times and still have not received the check, despite it being several months since then.We have had multiple problems with the sofa which were reported to ServeCo, including the mechanical mechanism failing twice and the button controls failing. ServeCo replaced the mechanism once, but required multiple phone calls and emails to do so and took several months to do it. The second time we reported it they promised twice that the part was ordered and we were waiting for delivery only. Eventually we filed a complaint with the Better Business Bureau and their response was that the part was unavailable (despite having promised that it was previously ordered, and despite the fact that the exact same model of soft is still actively for sale in locations near our house). They indicated that they would rather cancel the Agreement and refund our money rather than attempt to fix the sofa again.We have not yet received that refund.

  

  Business Response

  Date: 08/29/2022

  We apologize for the consumer's disappointment, and delay in getting the refund to the consumer. We were advised by the supplier that that sofa was made exclusively for that retailer and since they are no longer in business, parts are no longer being produced.Also, it is quite common for similarly looking furniture to be produced by many different manufacturers and/or, the same manufacturer with slightly different dimensions, part sizes etc., for different retailers. We are refunding the consumer the amount paid for the warranty, which is $169.00. That check will be mailed out next week. Thank you, Serveco
  

• Initial Complaint

  Date:08/18/2022

  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.

  Lazy Boy has the worst ************************ in the ******************** industry. Purchased over $4000 worth of new furniture and they delivered and installed it in 2021 and after 2 weeks the Lazy Boy Platinum Luxury lift Chair failed to work properly. Have been trying to get their ******** care Department to correct the problem. If you call their ******** care telephone number at you'll be on hold for longer then an hour and you'll never actually speak to anyone. It has happened to me several times. And if you do finally reach live person they'll make an appointment with you and NEVER SHOW UP FOR IT. This has occurred three times for me. I plan on filing a complaint with Rip Off Reports since consumers are being ripped off on the service of items they buy from Lazy Boy.

  

  Business Response

  Date: 08/01/2022

  Dear BBB,
  
  Thank you for contacting us about the customers difficulties receiving service. We regret to hear when a customer experiences frustrations when setting up their service.
  
  We have taken a look into the customers concerns and found in our records the customer has purchased a ********************** plan with the company ServeCo. Per our records the customer has been working with their ********************** plan for their concerns.
  
  As the customers difficulties have been with ServeCo and not ******** we respectfully request this case be closed and brought to the attention of ServeCo.
  Kindest ******************************************************************* Representative
  CM723517

  

  Business Response

  Date: 08/29/2022

  We apologize for the consumers disappointment. There was a mishap when the receipt was uploaded into the system, and we have since corrected that with the store of purchase.  We had ordered a part for the consumer, and are pending a call from the consumer to advise that they received the part. We will have their **************** Representative reach out to the consumer to verify the part has been received. Thank you, Serveco
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  My wife and I bought a ******** couch in 2021 that had a 5 year warranty with ServeCo that covered pet damage. We have a little dog that has been scratching the front of the couch to the point the leather is punctured. Filed a claim with ServeCo to have it fixed, and was told after managers Review it was not covered since it didnt look punctured from the pictures we had sent them. No one has actually come out to inspect the couch, the decision was based on photos my wife took. After asking for further review or a chance to send more pictures, I was told there was nothing they could do. After requesting to speak with the manger or someone above, I was told look, theres no one here. I have not informed them I have filed this complaint.

  

  Business Response

  Date: 08/02/2022

  We apologize for the consumers disappointment. We would like to send an independent technician out to do a full inspection of the furniture to verify that this can be serviced under the Leather Plus Pet Plan. Thank you, Serveco. 
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with ServeCo NA regarding a furniture piece from la z boy. I was honest about the damage and provided photos. A ServeCo rep called on 07/28/22, was not very helpful and somewhat rude, and advised me my claim was being denied. She then listed all the things which "would be" covered and were far more egregious than what was actually wrong with the item, which was ripping or tearing due to wear. Basically, I am being told if I go spill a bottle of grape juice on the couch and sit on it with a giant sword "BY ACCIDENT," then my item will be covered, but its not covered if I am honest. This service is a joke and I want my money back for the service plan or the item replaced.

  

  Business Response

  Date: 08/02/2022

  
  We apologize for the consumers disappointment. The online claim indicated that in
  at least 3 locations and on 3 different seat cushions, the threading or fabric has come apart. The Warranty states under what is covered: This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVERED section of this Protection Plan for fabric, leather,and vinyl upholstery and solid surface furniture that occurred as a result of a specific incident.   Per the **************** Plus Pet Warranty,under what is not covered: Wear & Tear Damage caused by wear such as, but not limited to, the following: Pilling, pulls, snags, seam separation, or fraying of 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; Defects in design, materials or workmanship not specifically listed in the WHAT IS COVERED section. Therefore, we will have to uphold the claim as ineligible . Thank you, Serveco
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17636213
  
  I am rejecting this response because: Did they even read what I said?  They didn't provide a response at all, they just repeated what the rep. told me on the phone.  There is no substance to this response at all.  If they do not want to respond substantively, I am going to look into legal action for misrepresenting the protection product at point of sale.  I am attempting to revolve this peacefully but will take it further if need-be.  To be *****, this is a ******** service which covers nothing likely to occur.  Every situation the rep. presented to me which would be 'covered' would be an absolutely ridiculous and unrealistic occurrence.  I'm being nice getting BBB involved.  Trust me, I will go much further.  Acknowledge and take responsibility.    
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/03/2022

  
  We are very sorry for any confusion and or disappointment regarding the outcome of this consumers claim. The consumer reported that they were experiencing fabric/threading coming apart in 9 different areas of their sofa. The cause reported was from use. As described in the Service Contract that they received at the time of purchase, their Plan only covers accidental damage from a specific incident, although covers a minimum of 36 different damages for fabric, leather, and wood. The damage described by the consumer is consistent with either defects in materials and/or wear and tear caused by repeated use (over time), both clearly defined as non-coverage in their Service Contract.Therefore, our conclusion to determine that this claim is ineligible for service is reasonable and not in any way a misrepresentation.  Thank you,ServeCo  
  

  Customer Answer

  Date: 08/06/2022

   
  Complaint: 17636213
  
  I am rejecting this response because: ************ was explained and sold far differently to me at the point of sale in the ******** store.  I was misled and lied to.  I would like like a pro-rated refund and cancel this "service."  
  
  Sincerely,
  
  *****************************