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:01/29/2025

  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.

  Purchased an extended warranty through ******** which covered the electronics of my couch and have an issue with one side. Serveco initially sent out *************** Furniture to assess the problem to which Premier recommended to replace a part (see attachment below for work order). This was done in April of 2024. I was told it would take 12 to 20 weeks. I called Serveco for a status update on the part in September. The associate on the phone was not able to track down the ordered part and told me that someone would reach out to me via email with an update. I have attachment my written follow-up back in September that was not responded to. I have made repeated calls to get updates with no luck. It is now January the status on their website states that my request is being evaluated. I would like some kind of response on when I might expect the new part so then I can take the next steps to have the technician come and do the required repair.

  

  Business Response

  Date: 01/30/2025

  Thank you for bringing the consumers concerns to our attention, we sincerely apologize for the delay in completing their service request. We understand how frustrating this situation has been, and we truly appreciate the consumers patience.
  

  After reviewing our records, we found that the part the consumer needed was indeed ordered and shipped; however, it appears that the part was never successfully delivered to the consumer. We deeply regret this oversight. We have since re-ordered the part, and it is now expected to ship with an estimated shipping date of January 31, 2025. Our resolution department has already contacted the consumer with this update.
  

  Once the part arrives, the consumer is aware to give us a call, and we will promptly open a service order and dispatch a technician to complete the installation.
  

  We are working diligently to expedite this repair to ensure the consumer can fully enjoy their furniture as it was intended.

  Customer Answer

  Date: 01/30/2025

   
  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:01/29/2025

  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 paid $599.00 for protection of our furniture that we received in May//June 2023 once our home was built. Our expensive recliner ($879) began peeling and cracking. We were told it is not under warranty because of wear and tear over time? Our furniture is not two years old so how can time be a factor? We are an elderly couple without children and no family nearby to visit! We want the recliner replaced or repaired. Thank you.

  

  Business Response

  Date: 01/30/2025

  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 that the leather on the arms and back of the recliner is cracking. This is specifically mentioned in the program as a non-coverage. Per the ********** VIP Pet Protection Plan listed under WHAT IS NOT COVERED referring to section Wear & Tear Caused By Repeated Use (over time) it states, Damage caused by wear such as, but not limited to, the following: Cracking and peeling.
  
  Also listed under WHAT IS NOT COVERED referring the section titled, General it 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,
  
  After reviewing the consumer service request and the photos submitted this appears to result from an accumulation of human body or head oil.  The program does not cover this because, in this case, the finish has been compromised by a lack of maintenance or a buildup of contaminants over time and is not attributed to an incident.
  
  The process starts as a build-up of body/hair oils, environmental conditions, lotions, medication, etc., that excretes through human skin and hair. Once the topcoat finish has been affected by this condition, the leather begins to dry out and become brittle. With use, the leather flexes and moves; as this happens, the topcoat finish develops hairline cracks called fissures. These fissures allow the body, hair oils, and other contaminants to penetrate the leather finish and work under the topcoat. As this worsens, the topcoat starts to lose its bond with the epidermal layer.
  
  Over time, these fissures become noticeable cracks in the finish. Contaminates continue to penetrate through the cracks, causing the finish to peel from the epidermal layer.
  
  I hope this provides further clarity regarding our decision not to proceed with the service request for cracking and peeling of the leather. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22872442
  
  I am rejecting this response because:
  Serveco is showing racial discrimination stating hair and body oils as we are African Americans.  My husband uses a leather conditioner to maintain our furniture because we have always purchased leather furniture.  They completely lose sight of our not having the furniture for a long time and thus chair must have been a lemon from the onset.  It did nit crack/peel due to our negligence.  And no one perspires on our furniture.  Serveco is deliberately evading the fact that the furniture is practically new!  They are ripping customers off and have no intention of honoring ANY form of repair or replacement.  This situation warrants additional investigation.  My husband is a retired Master ******** Veteran,   and l a retired educator who have paid for FALSE INSURANCE and 
  what happens to people who cannot advocate for themselves!?  Their response is unacceptable.  Please advise what our next step should be.  Thank you.  

  Sincerely,

   

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

  

  Business Response

  Date: 02/04/2025

  We take all customer concerns seriously and appreciate the opportunity to provide clarification.
  
  After a thorough review of the service request and the details provided, the service request was unfortunately deemed not qualified for coverage under our Protection Plan due to the specific issue of cracking and peeling leather. This condition is clearly outlined as an exclusion under the WHAT IS NOT COVERED section of the Protection Plan.
  
  We want to emphasize that the decision to deny the claim was based solely on the terms of the Protection Plan and was not influenced by any other factors. We understand that the consumer feels that their furniture may have been defective from the onset, but our assessment followed the guidelines specified in the Protection Plan.
  
  Furthermore, we take any allegations of discrimination very seriously. We would like to assure you that our company operates with the utmost respect for all consumer's, regardless of race, and that the reference to "hair and body oils" was purely related to the care instructions for leather furniture, not as a reflection of the consumers race. We regret that the consumer felt misunderstood, and we apologize for any miscommunication that may have contributed to those feelings.
  
  We have fully complied with the terms of the Protection Plan and have provided the customer with a clear explanation of why their service request was not covered. We remain committed to providing the best possible service and are open to further investigation should additional information come to light.
  
  Please let us know if you require any additional documentation or clarification regarding this matter.
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22872442
  
  I am rejecting this response because: ServeCo is evasive and inconsiderate of extenuating circumstances they should consider...  Again "time" of use is important.  Therefore, I would like to escalate this matter and currently investigating organizations.  Do you suggest an agency I can pursue?  please advise and thank you.

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

• Initial Complaint

  Date:01/27/2025

  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 chair 7 years ago and purchased a warranty on the chair to extend the protection and service time out to 10 years. I reached out to the servicer of the warranty (ServCo) and provided the basic details to a need to utilize the warranty services. My description of the damages was short and I submitted photos along with it to validate my claim. Based upon my initial claim they sent back a denial with reasons to validate their denial of my request. Their reasons did not line up with what my claim was so I reached out to their customer service email to begin a conversation regarding the matter. Their customer service department sent back an email stating that they were going to stick behind their original determination despite them going off initial erroneous assumptions and judgments. I have requested them to either fulfill the obligations behind the contracted warranty or refund me the money for my initial purchase of the warranty that they are unwilling to stand behind. My request has been ignored.

  

  Business Response

  Date: 01/28/2025

  We value the opportunity to address this matter and clarify the decision regarding their 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, Backrest frame separated on the right side from the rest of the backrest. There is  also heavy wear on the leather in multiple places, and a small, punctured hole in the leather arm rest on the left side when facing the chair.
  

  The consumer Purchased the 10 ***************** Protection Plan. Listed under the WHAT IS NOT COVERED  referring to the section titled, Wear &Tear Caused By Repeated Use (over time) is states: Damage caused by wear such as, but not limited to, the following:
  

  Scuffing or other surface abrasions;
  Stains or damage caused by wear
  Seam separation;
  Cracking and peeling;
  Loose joints.
  

  Also listed under WHAT IS NOT COVERED referring to section titled, Manufacturer Quality Issue it states, Fading, color loss or color change.
  

  The consumer reported wear and tear to the recliner, did not report any specific damage resulting from a single incident.
  

  The consumers Protection Plan does list the coverage that comes with the plan. You can see the coverage under the WHAT IS COVEREDsection of the Protection Plan below.
  

  Listed under WHAT IS COVERED it states: 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:
  Leather / Vinyl Upholstered Furniture:
  1. Any food or drinks normally consumed by humans
  2. Human bodily fluids
  3. Pet bodily fluids
  4. Gel pen
  5. Highlighter
  6. Crayon
  7. Grass
  8. Grease
  9. Iodine
  10. Shoe polish
  11. Puncture, cut, rip, or tear from a specific incident
  12. Any cigarette burn from a specific incident
  13. Blue **** *** transfer
  14. Newspaper print transfer
  

  The consumer is requesting to have the Protection Plan refunded to him, ServeCo can do that, but it would be at a prorated  refund as outlined in the Protection Plan it states:CANCELLATION You may cancel this Plan by calling Us at: ************** during normal business hours (Monday through Friday, 8:00 a.m. to 7:00 p.m. or Saturday 8:00 a.m. to 5:00 p.m. eastern time). If cancelled within (30) days,You will receive a refund equal to the purchase price of this Plan. After thirty (30) days, You will receive a pro-rated refund based on the portion of the coverage period that has expired minus the cost of any claims paid.
  

  We sent this to our digital data department to calculate the pro-rated refund and will issue the consumer a check once we receive an update. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22862116
  
  I am rejecting this response because:
  I have contacted the business via email to explain that their reason for rejection is not valid and is based upon quick erroneous assumptions from a quick response that I believed was going to be used to get to the next step of the warranty process rather than to be the sole statement used to make a judgment for the validation of their warranty.  They assumed that I had moved the chair to different locations (i.e. new residence or a storage facility).this is not the case, it was merely room rearrangement and was not the main cause for the damage.  I explained this in emails back to the company which they have failed to respond to despite numerous requests.  I even called and asked them to escalate the case which I was told that they would and that a response would be given to me within 24 hours.  The response has still not come at this point which is past their 24 hours that the individual I spoke to had promised to me.  Additionally the hole in the furniture was caused by a pet which is a valid according to their warranty.  The final issue that I had reported was that the material was disintegrating in certain spots.  The assumption was that the material was discoloring based upon this, but it is truly disintegrating and flaking off and is worse than normal wear and tear.  I have asked for them to call me since their number was not accepting calls when I tried to call during an entire day.  They have not responded to multiple emails and have not called me back.  They responded to an additional email reporting that it was denied again, but again the reason for denial was based off assumptions and did not address my additional information and concerns.  I have requested that they either follow through with the warranty or refund the cost of the warranty since they appear unwilling to back it up.

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

  

  Business Response

  Date: 01/28/2025

  As the head of the resolution department, I personally reviewed the details of the service request. I spoke directly with the consumer and carefully explained the terms and conditions of the Protection Plan,specifically the distinction between accidental damage and general wear and tear. The plan covers specific accidental damage, but general wear from everyday in-home use, such as the natural aging or scuffing of leather, is not included under the terms of the coverage.
  

  The consumer reported general wear of the leather on their furniture, but as discussed, this does not qualify for coverage under the plan.I took the time to thoroughly explain that the Protection Plan is designed to cover accidental damage, not the typical wear that occurs over time.
  

  Additionally, the consumer mentioned an intention to create another hole in the furniture with scissors, next to pre-existing pet damage. I informed the consumer that intentional damage, including any attempts to cause further harm, would not be covered under the plan. As a result, we explained that we would not proceed with any service request related to this situation.
  

  Despite our efforts to clarify the terms, the consumer continues to question the determination and push back on the coverage, even after receiving a detailed explanation.
  

  The Protection Plan does outline in the WHAT IS COVEREDsection that puncture, cuts, rips, or tears from a specific incident is covered so the consumer is confused as to why the hole created by their pet would not be covered. I explained further down under the WHAT IS NOT COVERED section of the Protection Plan specifically referring to the part that reads, Improper Maintenance, Care or Misuse it outlines, Damage caused by animals, except pet bodily fluid stains. However, repetitive damages are considered preventable occurrences and will not be eligible for Service.
  

  Since the hole was created by a pet it would not be covered under the Protection Plan.
  

  ServeCo requests the closure of this complaint as the reported damages fall outside the coverage provided by the Protection Plan.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22862116
  
  I am rejecting this response because:
  

  The response was sent as a result of me bringing about this claim and I have been ignored repeatedly prior to filing this claim.  I still reject the assertions that she has made regarding the cause of the hole.  It says in there that accidental holes are covered and a hole from a pet is an accidental hole unless she asserts that I purposefully had the pet make a hole, the pet is not even mine and we were merely watching it for a couple of days.  Her assertion that I said that I would purposefully cause damage to the furniture was an outright lie!  I asked her if I were to drop scissors on my furniture if it would be covered, and she said no because she now knows that I would be doing it on purpose.  That is not the case I was asking a hypothetical question.  ************ makes assumptions in regards to what the cause of damage was and people's intentions in an effort to avoid providing coverage for warranties.  Included is a copy of the items that they listed they do provide coverage for:

  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
  A cigarette burn from a specific incident

  It specifically states a puncture, cut, tear, or rip from a specific incident.  This is why I asked if scissors were dropped if they would cover that, because she refused that incident from a pet could be covered.  She states that I asserted that I would damage the furniture on purpose which is a lie and is offensive to me.  At not point did I assert that I would do anything that compromises my own integrity.  I just want the company to do what is right and cover the warranty that they sold to me or refund my money as they are unwilling to fulfill the coverage that they sold.  I have looked up their company and found a significant amount of ****** reviews showing that I am not the only customer that they have either refused to contact, fulfill their obligations in a timely manner, or back their warranty.

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

• Initial Complaint

  Date:01/22/2025

  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.

  On 4/1/23 I purchased an extended warranty at a cost of $269.99 to cover chair. Complaint made on 10/21/24 to this warranty company concerning recliner chair was broken. Technician was sent out on 11/30/24 to repair, only partially, chair still broken. Problem not resolved. Technician returned on 1/15/25 wrong part was sent. Could not repair. Problem still not resolved. I am constantly on the with the company. Only answer is they are waiting on the parts.

  

  Business Response

  Date: 01/28/2025

  We sincerely apologize for the delay in resolving the consumersservice request and for the frustration this has caused. We fully acknowledge the importance of the consumers lift chair, especially considering its use for medical purposes, and we understand the inconvenience this situation has created.
  

  To expedite a resolution, we have moved forward with a replacement of the lift chair, and we have already contacted the consumer to inform her of this update and the status of the service request.
  

  We truly appreciate the consumers patience and understanding as we work to provide a swift and satisfactory resolution.

  Customer Answer

  Date: 02/03/2025

  I did  hear from SERVECO (******) ************** on 1/28/25. I do accept the decision. However. as of today, I have not heard from the company that will be responsible for informing me as to when the merchandise (Chair) will be replaced. As per the company the person in charge is on vacation. Therefore the agreement has not yet been finalized. Please do not close my case.

  Thank you 

  **** ******

   

   

  

  Business Response

  Date: 02/06/2025

  
  I received an update from the team member that was on vacation and was informed she authorized the exchange and sent the information to the store on Monday afternoon. However, as of now, no exchange has been processed. The store will be reaching out to the consumer to finalize the replacement. ServeCo is closing this case on our end.

• Initial Complaint

  Date:01/22/2025

  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.

  In 2023, we bought a large table from a local furniture store and added ServeCo's protection plan because we wanted peace of mind in case anything happened. Well, in December 2024, something did happen. One night, my young kids ruined the tabletop by repeatedly hitting it with a piece of wood while playing a game.I checked the protection plan and felt this situation clearly fell under the "***** that penetrates the finish" category as it penetrates the finish. So, I filed a claim with ServeCo, including photos and an explanation of what happened. The claim was denied. When I called the ********************** and spoke with ****, she told me the claim was denied because ServeCo considered these "impressions" that supposedly happened over timeso they werent covered.Apparently, ServeCo is trying to distinguish between a ***** and an impression. Interesting argument that I'm not sure how they can even make. On top of that, theyre claiming the damage occurred over time. I don't know how they can say that because they have no proof of that.This was an expensive, pristine table that wasnt even used often. The damage most definitely didnt happen gradually. **** said her manager would review the issue and get back to me. That was the last I heardno follow-up, no communication.

  

  Business Response

  Date: 01/24/2025

  Thank you for giving us the opportunity to respond to the consumers concerns regarding the coverage under their Protection Plan. After a thorough review, we believe this situation falls outside the scope of what the Protection Plan covers. After carefully reviewing the details of the consumers service request and the photos provided, weve noted that the damage to the table is extensive and affects multiple areas, not just one isolated spot.
  

  The damage appears across three distinct areas of the table,and there are additional issues with the tabletop that were not originally reported such as blemishes and discoloration. Given the extent and spread of the damage, it suggests that this occurred over time rather than from a single incident.
  If the damage had been occurring during the game, we would have expected that steps would have been taken to prevent further harm once it became apparent that the wood was being affected. Continuing to use the table after observing the damage likely contributed to the ongoing deterioration.
  

  Listed under the WHAT IS NOT COVERED section of the consumers TOTAL CARE VIP 4 YEAR PROTECTION PLAN, referring to section titled, Improper Maintenance, Care or Misuse it states, Stains or damage resulting from the improper use or misuse of furniture, including the use of furniture beyond the purpose for which it had been designed.
  

  Because the damage is widespread and severe, we are unable to proceed with the service request. We understand this may be disappointing,and we regret that we cannot assist in this instance. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22843142
  
  I am rejecting this response because:
  

  While I acknowledge the extensive and widespread nature of the damage to the table, I dispute your assertion that this means the damage occurred over time rather than from a single incident. Your conclusion is speculative (I wish I could underline that word), as no direct evidence has been provided to support this claim. The protection plan terms do not establish criteria for determining the timeline or nature of damage beyond the immediate description of covered incidents.
  
  The protection plan I purchased includes coverage for damages such as scratches, gouges, or chips that penetrate the finish, as well as breaks and other structural damages resulting from a specific incident. Nowhere does the plan state that the extent or spread of damage disqualifies it from coverage.
  
  Your response suggests that steps should have been taken to mitigate the damage as it occurred. However, it is unreasonable to expect constant monitoring or intervention to prevent damage during a specific incident.  I was not in the basement when it happened.  Moreover, the protection plan does not impose any obligation to take specific actions during an incident, nor does it define what constitutes proper preventative measures.
  
  The protection plan promises to provide service for accidental damage resulting from specific incidents, and my claim aligns with these terms. As such, I request that you reevaluate my claim and provide either the repair or replacement services as outlined in the What Is Covered section of the protection plan.
  
  This is not the only protection plan I have purchased through this business, but this experience has led me to question the credibility of these plans. I am deeply disappointed and feel misled, and I intend to share my concerns with others, including friends, colleagues, and the store where the plan was purchased. I will also consider sharing this experience online to ensure others are aware of these practices.

  Sincerely,

  ******* ****

  

  Business Response

  Date: 01/28/2025

  We appreciate your response and understand your frustration regarding our decision. However, after thoroughly reviewing your claim and the provided images, we stand by our conclusion that the damage in question is the result of accumulation over time rather than a single, identifiable incidentwhich is a key distinction in determining coverage under the protection plan.
  
  Clarifying Accumulation vs. a Single Incident:
  
  Your protection plan explicitly covers accidental damage from a specific incidentmeaning the damage must be linked to one clear, identifiable event that caused the issue. The scratches, gouges, and finish damage on your table show evidence of repeated exposure to stress rather than a single, abrupt impact.
  
  This assessment is not speculative but rather based on:
  
  The widespread and varied nature of the damage The scratches and finish penetration appear in multiple locations, with different depths and directions, which is more consistent with prolonged use rather than a single, isolated event.
  
  The wear and tear visible on other areas of the table The table shows additional signs of gradual deterioration, further supporting our conclusion that the damage was not caused by a single incident.
  
  The lack of a clear, documented incident While we acknowledge that you may not have been present when the damage occurred, the protection plan requires that the damage be linked to a specific event, rather than an assumption that a one-time occurrence caused all the issues observed.
  Misuse and the Design of the Table
  
  Additionally, the protection plan excludes coverage for damages resulting from misuse, including using the furniture beyond its intended purpose. The type and extent of the scratches suggest that the table has been subjected to conditions outside of normal usage, leading to the finish deterioration.
  
  Furniture protection plans do not cover general wear-and-tear, scuffing, or abrasions from repeated use, which are normal occurrences over time. The protection plan is designed to address accidental, unexpected incidentsnot the ongoing effects of daily use.
  
  Why a Repair is Not Feasible:
  Even if we were to attempt a repair, we would have to restore the entire table to manufacturer standards, and the rest of the table also shows signs of wear and accumulation. Selective repairs on certain areas would not be effective or consistent with the manufacturer's finish, and this type of damage falls outside the scope of what is covered.
  
  Final Decision:
  Given the clear evidence of accumulation and misuse, we are unable to approve your claim. This decision is based on the terms of the protection plan, which specifies that only damage from a single, specific incident is eligible for coverage.
  
  We understand that this is not the resolution you were hoping for, and we regret any frustration this may cause. However, we remain committed to upholding the terms of the protection plan fairly and consistently for all customers.

• Initial Complaint

  Date:01/17/2025

  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.

  On Aug 31, 2023, I purchased some furniture at the ************* in ********, **. I also purchased a Protection Plan serviced by ServeCo in the amount of $772.00. On 12/16/2024, I submitted a claim for repair for a small burn **** on one of the pieces of furniture. I supplied all the information that was requested but they denied the claim. Their reasoning was because the source of the burn was excluded because it wasn't from a hot dinner plate or cigarette. The source was actually a wood burning pen that accidentally fell on the couch for a second. The policy claims that it covers damage from a puncture, cut, tear, or rip from a specific incident. However, they claim that because it was a burn from something other than a cigarette or plate, it won't be covered. I claim that regardless of the source of the damage, the **** should be covered under the "puncture, cut, tear or rip" portion of the policy. The fact that they are denying liability is a matter of semantics and just trying to avoid being held to their policy coverage.

  

  Business Response

  Date: 01/20/2025

  We appreciate the opportunity to clarify our decision regarding your service request. We understand the consumers concern and recognize how frustrating it can be when damage occurs to their furniture that the Protection Plan does not extend services for. While the Protection Plan does cover certain types of damage such as punctures, cuts, tears, and rips,there are specific exclusions related to burns. As outlined in the terms and conditions of the plan, burn damage is only covered if it results from a hot dinner plate or a cigarette.
  

  Unfortunately, the damage caused by the wood-burning pen falls outside the covered scenarios, as it does not meet the criteria defined in the plan.
  

  The plans coverage is determined by the specific terms and conditions provided at the time of purchase. While the burn damage resulted in a hole, the source of the burnan accidental incident with a wood-burning pendoes not qualify for coverage under the Protection Plan. Like any protection plan, this one has defined inclusions and exclusions to ensure clarity about what is covered.
  

  Referring to your protection plan, listed under WHAT IS COVERED it states:
  

  LEATHER: Plan Codes: USL, PLT, PP1, PP4, TCP, TPP
  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
  

  We continuously review our policies to provide the best possible protection to our customers. If you have further questions or need assistance understanding the plan, please dont hesitate to reach out.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22826317
  
  I am rejecting this response because: the policy covers a rip or tear which should supercede declining a claim because of the nature of the burn. It appears to me they are merely trying to get out of their responsibility to me as a consumer. I will be making a formal complaint as well to ******* so they are aware that Serveco is not owning up to their responsibilities. That way, they can determine if they should be searching elsewhere for protection plans to for their customers. I am very displeased with **********************'s response
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/20/2025

  We sincerely apologize that our response to the consumersservice request did not meet their expectations.
  

  At ServeCo, we strive to ensure that all service requests are handled consistently and in accordance with the terms and conditions outlined in the Protection Plan. After a thorough review of the consumers case,our decision remains consistent with those terms. While we understand the consumersfrustration, our goal is to apply the plan terms fairly to all consumers and service requests.
  

  In the interest of transparency, we have updated the consumersservice request to include the consumers additional notes regarding the nature of the service request and the consumers concerns. However, we must close the service request at this time, as our decision aligns with the guidelines of the Protection Plan.
  

  We deeply regret that the consumer is dissatisfied with this outcome, and we assure you that the consumers feedback has been noted. We value all consumer input, as it helps us evaluate and improve our processes. 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22826317
  
  I am rejecting this response because: it is not in alignment with your policies and it is NOT fair for anyone to deny a claim based on the aforementioned reason. I demand to be refunded the amount of my policy in full.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/16/2025

  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 upholstery warranty from ***************** the service company who provides the warranty is ****** I use their cleaning product to clean the product and it left a water stain and they refuse to come out and clean it and states it didn't meet the criteria. No one has attempted to resolve the issue. Why sell a warranty that doesn't stand behind their product, not looking for monetary money just want sectional clean

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing the consumers concerns to our attention and allowing us the opportunity to review the service request and provide feedback.  
  

  Upon reviewing the consumers service request, we found that it was denied due to the nature of the damage reported. The issue described as "normal dingy dirt" falls under regular wear and tear, which occurs over time with use, rather than a single specific incident. As outlined in the protection plan under "WHAT IS COVERED," the service is provided for accidental stains or damage resulting from a specific incident. Unfortunately,regular wear and tear does not meet the criteria for coverage under the terms of the plan.
  

  However, as a gesture of goodwill, ServeCo has opened a service order for a technician to visit the consumers home and assess the water stain. If the technician determines that there is an accumulation of stains beyond what is covered by the plan, they will take photos and report back to ServeCo for further evaluation.
  

  We truly value the consumers business and are committed to providing the best service possible. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22821393
  
  I am rejecting this response because:
  

  The business has manipulated the cause of the stain, the cause of the stain is the product recommended by Serveco, this shouldn't be a good faith effort this should be about rectifying the problem from.the product you promote and.i ****** been contacted by anyone to do such "good will efforts" once I received w a phone call and problem has been resolved, then I can close out complaint

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

  

  Business Response

  Date: 01/28/2025

  We understand the consumers concerns and would like to inform you that a technician is scheduled to visit on January 31, 2025. We will assess the situation further during this visit and will review the technicians report to better understand the issue at hand.
  

  We are committed to resolving the matter and will take the necessary steps based on the technicians findings. Once the report is received and any needed actions are determined, we will be in contact to move forward toward a resolution.
  

  We appreciate the consumers patience and cooperation in this process, and we will be sure to keep the consumer updated.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22821393
  
  I am rejecting this response because:
  The stain was caused by the serveco product,  they were supposed.to.come.out today have not heard from.them.  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/16/2025

  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 couch set with animal insurance stating ANY damage done by an animal would be replaced. I filed a claim with pictures of proof that my animal had indeed damaged my couch set, teeth marks included. I was denied replacement as i was told this is from everyday wear and tear. i have contacted the company multiple times and get no reply at all. i just want my couch sets replaced. i was also talking to a manager who told me basically too bad and to contact a US serveco and i did do that and the lady on the other end told me that it was very odd for them to even suggest calling a US serveco as I'm in Canada and they diffidently couldn't do anything for me.

  

  Business Response

  Date: 01/16/2025

  Thank you for bringing this matter to our attention. After reviewing our records, we found that there is no active service request on file for this consumer.
  

  To initiate a service request, the consumer must visit ****************************** and click on the "File a Claim" option. Once the claim is submitted, we will receive it and be able to review it promptly for processing and resolution.
  

  We are committed to assisting the consumer and resolving this matter once the necessary steps to file a claim are completed. Should you require additional information or documentation, please feel free to reach out to us.

  Customer Answer

  Date: 01/16/2025

  There would be no file as they closed it saying it's denied with no further option to fight my case. It was under case number ************ 

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out and allowing us the opportunity to review your concern. We have carefully reviewed our archived records, and they indicate that a service request was created over three years ago. Since that time, we have no record of any subsequent service requests being submitted.
  

  To assist you further, we will have one of our team members reach out to initiate a new service request. We will work with you to determine what steps can be taken to resolve the issue, provided it falls within the terms and conditions of the Protection Plan.
  

  Our goal is to ensure this process moves forward smoothly and to provide the assistance you need. If you have any additional information or documents related to your Protection Plan or the covered furniture, it would be helpful to have them ready during the follow-up to expedite the process.
  

  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience as we work toward a resolution. Should you have any immediate questions or need further assistance, please dont hesitate to contact us directly.

• Initial Complaint

  Date:01/15/2025

  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 paid for a pet protection plan, as I own three cats and two large dogs. I filed a claim, and received no correspondence for almost a month. When I called, they tried ti give me the run around saying my damage was from extended use. My couch is barely a year old and the plan I purchased is supposed to cover five years. Theyve refused service and told me if I put in another claim for it it will be flagged and refused. This is preposterous, I have a woven faberic couch, so once the tear happened it unwound opening up a very large tear. Their customer service is ****** and they refused to give customer care ids and names so I could file a complaint against them. This is a paid service, and theyre trying to claim they dont cover the damage. Its pet damage, this is a vip plan, it shouldnt have taken a month, and I shouldnt have had to chase them down to be refused. I just want my couch fixed, as its a service I paid for and theyre failing to honour our contract

  

  Business Response

  Date: 01/21/2025

  ServeCo appreciates the opportunity to look into this service request and address the consumers concerns. We apologize for the frustration the consumer has experienced with the service request process and the delay in communication. I understand how disappointing this must be,especially when they paid for a protection plan, they believed would cover these types of damage.
  

  Upon reviewing the consumers service request and the details provided, the consumer (in their own words) reported, The fabric weave on the seat cushions let go and has exposed the inside cushion in one spot, and I noticed that its starting to in another spot also. The photos submitted also align with the damage described, showing fabric that appears heavily worn and frayed.
  

  However, I would like to clarify that the ********** VIP Pet Protection Plan outlines certain exclusions under the section titled "WHAT IS NOT COVERED." This includes damage from "Wear & Tear Caused by Repeated Use (over time)," it specifically excludes "Pilling, pulls,snags, seam separation, or fraying of fabric." Based on this Protection Plan the damage the consumer described falls under this category of wear and tear,which is not covered by the plan.
  

  I understand this may be frustrating, and I sincerely apologize if there was any confusion or miscommunication during the claims process. Our goal is always to provide clear and accurate assistance, and I regret that this has not been the consumers experience.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22813600
  
  I am rejecting this response because:
  I have over several phone calls, elaborated, after a month of waiting to hear from your company, anything. To the point I had to call you cause I was certain youd forgotten. I outlined, several times that the only reason I bought your plan, was because I own two large dogs 100 plus pounds.  This plan DOES cover accidental punctures caused by animals, the weave is the only thing holding this fabric together, the moment it was punctured it unwound exposing much more cushion.  This plan covers five years, this couch is just over a year old, the idea of falling back on excessive wear and tear after a single year, is absurd.  I want either the coverage of the plan I purchased, or I would like the value I paid for your warranty back as you clearly dont cover anything considered vip total care 20k pet protection plan worthy the entire reason I got sold on this package is because I outlined I had two large dogs, and thst this was a possibility.  Your defense of 1 year excessive wear, when I paid for a 5 year plan, tells me I was ment to buy this couch and not sit on it? I cannot help when someone comes to my door, and Im in the kitchen and my Newfoundland Labrador jumps on the couch.  She is 130 lbs.  I paid for a service, I expect what I paid for sorry! 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/28/2025

  ServeCo has thoroughly reviewed the details of the consumerscomplaint, and after further escalation, we stand by our initial decision.
  

  Based on the consumers description and the photos submitted there are clear signs of wear in the fabric. The consumer specifically noted, the fabric weave on the seat cushions let go and has exposed the inside cushion in one spot, and I noticed that its starting to in another spot also. The consumer did not report pet damage resulting from a specific incident. Additionally, the extensive piling throughout the unit was also documented. Please be advised that piling is listed as a non-covered issue under the terms of the Protection Plan. Specifically listed in WHATS NOT COVERED referring to section titled, Wear & Tear Caused By Repeated Use (over time) it states, Damage caused by wear such as, but not limited to, the following: Pilling, pulls, snags, seam separation, or fraying of fabric.
  

  We apologize that we were unable to offer a resolution to your service request; however, please note that your Protection Plan remains intact and will cover any future issues that fall within the terms and conditions of the plan.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22813600
  
  I am rejecting this response because: this is a cop out, my couch is just over a year old, extended wear and tear within this timeframe under normal use is impossible, like I said, either I want my couch repaired or replaced as per the warranty I paid for, or I want the warranty price I paid reimbursed and Ill fix it myself. You guys dogged around for a month until I called you guys I received no correspondence, now because I called you out, your refusing service trying to use any grounds possible to get out of coverage, it is very clear the original tear was caused by the dogs claws, and once the faberic weave was torn due to the PET DAMAGE which under covered section, accidental tears caused by pets is covered.  So you cover it.  it opened up further because of the type of faveric it is which doesnt take away from the original cause.  Again, This is the entire reason I bought the coverage in the first place.  Im requesting my couch covered, as its for the reasons covered under your warranty, your opinion of wear and tear is inadequate, and unquantified.  Can you prove its from wear and tear ? No , you cant, but you cling to this response in order to disqualify my coverage, sorry but thats super shady, and definately not the advertised warranty title, is it false advertising thsn your warranty??, its just a scam to take in money, and thsn disqualify everyone you possibly can  while clinging to wear and tear. Especially considering the very young age of the couch, prove to me if yo ur saying its wear and tear, prove to me how you can decide that, scientifically by a picture.  You cant so my coverage stands. Its an accidental puncture caused by an animal, which is clearly stated as being covered under the whats covered section of the warranty sorry but your contractually obligsted , so either cover it, or take the hit on your bbb rating, as I want to ensure no further customers are swindled by your fake warranty coverage. You guys are very clearly frauds, offering a fraudulent warranty to bring money in without having to actually dish out coverages. You guys are a scam and I want everyone to know about it, Ill go to media, Ill go to news, Ill go to ******* , Ill go everywhere I can to let people know the scam your running if this is the way your going to handle your business. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/14/2025

  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 had LazYboy purchase # Re: ******* / **********************. We had a 5 year protection plan. After a few months, they finally sent a repair person to repair an accidental hole by a pet. The tech came and replaced the seat. We sat in the chair and put the feet up. We did not try to fully recline until today. We never had a problem reclining until the technician took apart our chair. He clearly did not re-assemble to chair correctly. I found a video online and I see exactly what he did wrong. ****** said its a new repair, and the mechanism is not warranted. Their technician did this, and want the chair to work like it did before he put a new seat pad on. The technician CLEARLY DID THIS. Surely, they have insurance if a technician causes damage?Repair number #******

  

  Business Response

  Date: 01/16/2025

  Thank you for the opportunity to look into the consumers service request and provide feedback. After reviewing the consumers service request, weve found that the chair is located at a rental property. Wed like to advise that the Protection Plan does not extend coverage or services to rental or commercial locations.
  

  Outlined in the ********* Protection Plan, listed under WHAT IS NOT COVERED referring to section NON-HOUSEHOLD ENVIRONMENTS it stated, Furniture that is, or has been, used for commercial, institutional, or rental purposes, including daycare.
  

  ServeCo will be sending a service technician to inspect the chair to determine if the new issue is related to the technician's prior installation of the seat/chaise upholstered with leg rest. Based on the design of the chair, it is unlikely as the electrical components are not directly connected to the upholstered leg rest. However, we are committed to thoroughly assessing the situation to identify the root cause of the issue.
  

  Please note that since the consumers Protection Plan does not include power-related coverage, if the issue is not related to the previous installation, it would not fall under the Protection Plan. We will ensure the technician provides a full assessment during the visit and will communicate next steps accordingly.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22810448
  
  I am rejecting this response because:  It is not true that this chair was being used in a rental property.  We had moved the chairs there, just prior to the technician coming with the new part.  The chairs we located in our own home, until we bought new chairs a short time ago.  No rental people have even used these chairs yet.   If the service is non transferrable, will they be sending us a refund for the portion of the time not used??  We believe the wrong part was installed. This is after speaking with our LAZBoy salesperson.  We are very familiar with these chairs.  We own 6 lazyboy chairs like this.

  The BBB should review all complaints from this business, as they just try to get out of every claim.  Also, the sales people have been notified of the poor service we received, despite paying a heft amount for this coverage.

  Their technician did not fix the chair properly.  Period.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/21/2025

  It is confirmed there is an open service order for a technician to inspect the chair and address the issues you're experiencing.

  The technician will assess what is going on with the chair and determine if the part was installed correctly. The consumer will be contacted today to schedule the service appointment at a time that works best for the consumer.
  

  Again, based on the design of the chair, it is unlikely any damage will come from the installation of the upholstered leg rest as the electrical components are not directly connected to the upholstered leg rest. However, we are committed to thoroughly assessing the situation to identify the root cause of the issue
  

  Please don't hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22810448
  
  I am rejecting this response because, the chair is still not working.  The company response shows their lack of knowledge of our chair.  We do not have an electric chair, it is a manual chair.  That worked perfectly until the tech changed out the foot rest.  I am waiting for a date and time for the tech to come and fix.  We were unable to do it the first date provided and nobody has called me back to reschedule in almost a week?  Further, does this company think that making a customer wait 2 months for service is reasonable.  We waited 2 months to get the new part and have a technician come.  This is the not service plan that was explained to me by Lazboy.  I have told them that they should switch repair companies, and ****** is not taking care of claims.  I will mark this response resolved when it is fully resolved.

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