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:01/10/2025

  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 September 2021, we purchased a piece of fabric-covered furniture from ****** that cost approximately $5,000. At the time of purchase, we were offered a ServeCo protection plan whereby ServeCo warranted to repair or replace our furniture in the event of "accidental damage" to the fabric. The warranty expressly contemplated coverage in the event of damage caused by ******* November 2024, a large pet visited our home for three days. During the course of those three days, the pet repeatedly jumped on our furniture. The impact of the pet's claws ripped our furniture in several places. Within days of the pet's departure, we took pictures of the damage and filed our claim with ********. For simplicity, we compiled each instance of damage into one claim rather than filing several different claims for each individual rip.Weeks later, on Dec. 11, 2024, ServeCo denied our warranty claim, stating, "it seems unlikely that a pet could be in all those exact areas simultaneously." We explained that, while each individual instance of damage happened in the same weekend, each instance of damage constituted its own claim. ServeCo responded by accusing us of animal abuse: "leaving a pet unattended for three days is considered too long and could contribute to such damage." To be clear, the pet was NOT left in our home ALONE for three days. The accusation with no logical support is outrageous. When we explained again that the damage is expressly covered by our warranty, ServeCo transferred our claim to ****** ****** who stated, "Filing multiple claims for the same unit would not change the outcome, as the damages would still be assessed against the terms of the plan, which does not cover cumulative or ongoing damage." Again, this damage was not cumulative or ongoing. One pet came to our house and caused several instances of covered damage. ServeCo has made false accusations against us and refused to listen to the circumstances to avoid its legal obligations under the warranty.

  

  Business Response

  Date: 01/13/2025

  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. Specifically, there is clear evidence of accumulated pet damage throughout the unit. These issues are not consistent with the plans intended purpose, which is to restore covered damages to the units original manufacturing standards. Unfortunately, due to the extensive damage,restoration to those standards is not possible.
  

  The Protection Plan specifically provides coverage for accidental stains or damage that occurs as a result of a specific, identifiable incident, as outlined in the "WHAT IS COVERED" section:
  

  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.
  

  Based on the information provided in the consumers service request, the damage appears to have occurred over a three-day period across multiple areas of the unit,including the side of the chaise lounge, side of the left arm, bottom/seat cushions of the chaise lounge, armless chairs, corner chair, and left arm.Additionally, the shape of the back cushions on the couch was deformed.
  

  The consumers dissatisfaction with the process and their concerns regarding the handling of their service request have been noted. While we empathize with their frustrations, the evaluation of the service request was conducted in alignment with the terms and conditions of the Protection Plan.

• Initial Complaint

  Date:01/10/2025

  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.

  Submitted a claim #****** on January 2nd, provided all the necessary documentation, I've called several times and was told someone would call me back, no one did, then I was told to wait 48 hours. This is an extended warranty sold by ******** they sell it but don't handle any issues with the company.

  

  Business Response

  Date: 01/20/2025

  The consumers service request was initially submitted on January 2, 2025, and received by ServeCo for processing on January 4, 2025.
  

  After reviewing the information and once all required documentation was received, ServeCo promptly opened a service order and dispatched a technician to address the issue on January 9, 2025.
  

  The service technician scheduled the consumers visit for January 15, 2025, and during the appointment, identified the parts necessary to repair the consumers unit.
  

  Following the visit, the technician submitted a detailed report to ServeCo, which we reviewed thoroughly. Based on the technicians findings, we submitted a parts request to our parts department to acquire the necessary components for the repair.
  

  At this time, the consumers service request is pending completion of the parts request. We are working closely with the parts department to expedite this process and will notify the consumer as soon as the required parts are ordered. The parts will be directly shipped to the consumer and once received if assistance is needed for installation the consumer can give us a call and we will dispatch a service technician for installation.
  

  If the consumer has any additional questions or concerns, we encourage them to reach out to us directly.

  Customer Answer

  Date: 01/23/2025

  Still waiting for parts, work still not done. 

  

  Business Response

  Date: 01/28/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience the consumer has experienced. We fully understand the challenges they are facing and are dedicated to resolving this issue as efficiently as possible.
  

  ServeCo received the service request on 1/4/2025. Once we received the necessary documentation to process the request, we promptly opened a service order on 1/9/2025 to have a technician assess the reported issue. The consumer mentioned that the *** is not working, the remote is unresponsive (despite changing the batteries), and there is no way to determine if the motor is functioning. The chair was confirmed to be plugged in, and the remote lights up, but nothing else operates as expected.
  

  The consumer was scheduled and confirmed for 1/15/2025. The service technician went out and reported, Need to order the mcm and hand controller the mcm power cord a ND the cradle wire. tried a new cradle. The chair would still not pair to the hand controller.
  

  Once the service technician submitted his report, parts were ordered on 1/20/2025 with an estimated shipping date of 1/27/2025. The part will be shipped directly to the consumers home. Once the part arrives the consumer can give ServeCo a call and we will dispatch a service technician to install the parts requested for repair. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22793545
  
  I am rejecting this response because:
  WWe never received any parts, we were also told that they were getting the parts, no one has contacted us to install new parts if they did receive them.
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 01/28/2025

  The consumer wouldnt have parts yet as the estimated SHIPPING date was 1/27/2024 and that was 24 hours ago.
  

  The consumer was emailed on 1/24/2025 that parts were ordered and once received to call ServeCo so we can open a service order and dispatch a technician. The email read: 

  "Thank you for allowing ServeCo to fulfill your service needs.  We have confirmed that a part has been ordered to help us reach a successful outcome.  Upon arrival, please respond to this email if you desire to have a technician assist you in completing the installation. We can only offer an estimate, but we do predict that the parts will arrive in: 3-7 BUSINESS DAYS We appreciate your patience and apologize for any delays. We are working with the furniture manufacturer to accelerate your receipt to the best of our ability. Thank you for your patience. We look forward to completing your service request.
  
  Kind Regards,
  Your ServeCo Service Advisor"
  

  Once we get a call from the consumer that parts have been received,we will open a service order and dispatch a service technician for repair. 

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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 had scheduled a couch cleaning through ServeCo. The service was scheduled for yesterday from 3:30-6:30. No one showed up. I called ServeCo today and spoke to someone who said the technician had gotten a flat tire. The person I spoke to was quite rude and not very considerate. She did not understand why I was frustrated- That I spent an entire afternoon home, only to not have the service completed nor received a phone call explaining what happened.

  

  Business Response

  Date: 01/08/2025

  Thank you for bringing this matter to our attention. Please accept our sincerest apologies for the inconvenience caused by the missed appointment. The technician's flat tire was an unforeseen circumstance that unfortunately disrupted the scheduled service. However, we completely understand that this does not make for an exceptional experience, which is always our ultimate goal.
  

  We also apologize if our communication during the consumers call did not meet their expectations. We are committed to treating every consumer with empathy and understanding, and we will address this internally to ensure better interactions in the future.
  

  To resolve this matter as quickly as possible, we have reassigned the consumers service order and have already contacted ******* Steamer to expedite the cleaning of their sofa. Our team will follow up with the consumer shortly to confirm the new appointment details.
  

  Should the consumer have any further concerns or questions, please do not hesitate to reach out to us directly.

  Customer Answer

  Date: 01/08/2025

   
  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,
  
  ***** ********

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22762708
  
  I am rejecting this response because: I had filed a previous claim about my experiences with ********* In response, they said they were going to have a different couch cleaning service contact me so the service would be completed sooner. It has been a week and no one has contacted me.
  

  
  

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

  

  Business Response

  Date: 01/31/2025

  We have already arranged for ******* Steamer to complete a thorough cleaning of the consumers furniture to address the issues they raised regarding the stains. The cleaning has been successfully completed. At this time, we are moving forward with closing the service request as completed. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22762708
  
  I am rejecting this response because: the stains are still on the couch. While I appreciate ******* Steamer cleaning the cushions, the stains are still there and likely need to be replaced at this point. When I contacted ServeCo about this, I was given the runaround.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/14/2025

  The two seat casings are on order. 

  Customer Answer

  Date: 02/18/2025

   
  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:12/28/2024

  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 purchase a sofa from ******'s 4 years ago. We also purchase the protection plan for $249.99. The plan is for 5 years of coverage. The salesman said anything that happens to the sofa they will fix it or replace it. 4 years later the springs are poking through the sofa to the point where you can't sit on it without feeling the spring poking you on your bottom . You actually.Can't use that side of the sofa anymore. Our dog has also jumped on the sofa and ripped the back of it when she went to look out the window.. I have written to the company explaining the situation especially that we cannot sit on one side of the sofa due to the damaged spring. I feel like they took our money and are not holding up to their Warranty policy. I am including in the photos their response to me. If they are not going to repair or replace the sofa I feel they should be refunding my $249.99 . I hope you can help and look into this. Thank you **** and ***** *********

  

  Business Response

  Date: 01/08/2025

  Thank you for the opportunity to respond to *** and *************** complaint.
  

  The service request for their sofa was initially closed due to a lack of response from the consumer. We requested an overall photo of the furniture to assess its current condition, as well as photos of the manufacturing tags, which are necessary to expedite the parts order and ensure proper resolution. Unfortunately, we did not receive the requested information,which delayed our ability to move forward.
  

  To address the concerns outlined in the complaint, we have reopened the service request and taken the following steps:
  

  *A service order has been created, and a service technician has been assigned to inspect the sofa for the reported defect/damages.
  

  *The service technician will contact the consumer within the next 48 hours to schedule an in-home inspection.
  

  We are committed to providing a resolution in accordance with the terms of the Protection Plan. We appreciate *** and Mrs. ********** patience as we work to address their concerns.
  

  Should you require additional information or documentation regarding this matter, please feel free to contact us directly.

  Customer Answer

  Date: 01/08/2025

   
  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:12/27/2024

  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 serveco warranty for my fabric chair. In the brochure it states that food and drink spills are covered, and blue **** *** transfer. I filed a request back on dec 15th that was denied this morning. I got one new pair of jeans and it transferred dye to the chair. Once I noticed the damage I never wore those pants while sitting in the chair again. I also spilt food and drink on the chair. It was one instance where the entire tray dropped. I caught most of it but it spread stains out on the chair. While filing my claim and looking as close as I could to find any damages, I also noticed that there is a headrest spot from body fluids. I fell asleep in the chair and when I looked it was a bit darker than the rest of the chair. I was denied due to these not being singular instances. The denial letter also stated that they do not cover dyes which is not true if you cover blue **** *** transfer. I run a warranty department and understand that they denied me incorrectly and wont overturn the issue. I expect their company to do a repair on the chair according to the terms and conditions of my warranty, and if they had tried to ask probing questions and not jump straight to denial they would know it fits their terms and conditions. This sounds like they have a large employee training issue. Replacing them with ai would do better at listening.

  

  Business Response

  Date: 01/08/2025

  Thank you for bringing the consumers concerns to our attention. We sincerely apologize for any frustration or disappointment caused by the outcome of the consumers Service Request. Our goal is always to provide clear and fair service to our consumers, and we appreciate the opportunity to address their concerns.
  

  Based on the consumers report, the Protection Plan terms outline the following under the "WHAT IS COVERED" section:
  

  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.
  

  The issues the consumer reported, which include blue **** *** transfer, food and drink spills, and a stain from human body fluids, with the location of the stains reflecting, left arm, right arm, seat back, seat bottom, footrest unfortunately do not meet the "specific incident"requirement.
  As outlined in the "WHAT IS NOT COVERED" section under "General," the Plan excludes:
  

  "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."
  

  The blue **** *** transfer, combined with the food and drink spills and the headrest spot from body fluids, is categorized as an accumulation of stains rather than a single, specific incident. While the Protection Plan does cover blue **** *** transfer resulting from a singular event, in this case, it is grouped with other stains that occurred over time.
  

  To provide a resolution, we would like to extend a courtesy cleaning for the consumers chair as a goodwill gesture. Please note:
  

  There are no guarantees that all stains can be removed.
  

  This courtesy service is outside the Protection Plan coverage.
  

  We would require the consumer agreement to proceed. If the consumer agrees to the terms of this courtesy cleaning, please reply to confirm, and we will schedule the service as soon as possible.
  

  We sincerely value the consumers business and appreciate the consumers understanding of the limitations of the Protection Plan. 

• Initial Complaint

  Date:12/18/2024

  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.

  Filed Pet Damage Claim 12/02/2024.ServeCo Denied Claim 12/03/2024: Attachment Grofman_12032024 We realized the salesperson had input the wrong warranty code. This was resolved by the store manager and an updated sales receipt was submitted on 12/11/2024.ServeCo Denied Claim 12/12/2024: Attachment Grofman_12122024 Called ServeCo 12/12/2024: They denied warranty code was the "pet" code. I called the store where the purchase was made; after reviewing the warranty documentation and confirming the warranty code was correct, the store manager called to escalate.ServeCo Denied Claim 12/18/2024: Attachment Grofman_12182024 Called ServeCo 12/18/2024: Was told that because other areas of the couch have wear and tear, that the backrest damage incident is not covered. They look at the couch as a whole, therefore our claim for the one time incident of damage to the backrest is not covered.I am only asking for the backrest to be repaired/replaced under the warranty I paid for. The backrest is a removable piece of the unit and as such can be repaired/replaced without any work or service being done to any other part of the couch. I have spent hours of my time attempting to work with ServeCo. I ask that they honor the warranty and fix the damage from the one-time incident that damaged the backrest of the couch.

  

  Business Response

  Date: 12/19/2024

  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.
  

  The consumer was initially not charged correctly for the pet-specific Protection Plan, which would typically cover certain pet-related damages. While there is an option for the consumer to pay the difference to correct this, doing so would not change the outcome in this case due to the nature of the damages present, most of which was never reported. Photos attached.
  

  The consumers original service request involved a hole in the back seat casing of the unit. However, upon inspection, the damage is far more extensive. There are significant scratches across every seat surface and stains throughout the entire unit. This level of damage is consistent with prolonged use and accumulation over time, rather than isolated incidents. As such, it falls outside the scope of coverage under the Protection Plan, which does not extend to accumulated wear and tear or multiple instances of external damage.
  

  Referring to the ******** Leather Protection Plan listed under WHAT IS NOT COVEREDreferring to section titled, General 3rd bullet down states, Any accumulation of stains or damage, including stains, damage, soil buildup (as well as perspiration, hair and body oil) that occurs from repeated use, rather than from a particular incident.
  

  We understand the consumers desire to address the specific hole in the back seat casing however, when evaluating requests for service, we must take into account the overall condition of the furniture.
  

  If you have any additional questions, need further clarification, or require any additional information, please feel free to reach out to us at your convenience. We are here to assist and ensure all your concerns are addressed.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22705344
  
  I am rejecting this response because:

  We are requesting warranty service for the one-time incident where, upon closer inspection, a dog claw punctured the leather of the backrest and given there are not chew marks around the hole, the dog pushed her nose in and worked the hole larger to pull at the stuffing.

  We are not asking for any other service or warranty coverage for any other portion of the couch.

  If I take my car for a dent repair, it isn't declined by insurance due to a scratch on another part of the car. If I am getting my roof replaced due to hail damage, insurance does not decline coverage because of a scratch on the siding. If I go to the doctor for a broken arm, insurance does not decline the claim because I happen to have a cold at the same time.

  This ServeCo warranty is a sham. They should be ashamed of themselves. We paid for pet coverage, we have coverage for pet damage, we want the backrest fixed under the pet damage warranty.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 12/31/2024

  We appreciate the opportunity to clarify the evaluation process for service requests under the Protection Plan. When reviewing service requests, our goal is to assess the overall condition of the furniture to determine whether the reported damage falls within the scope of the Protection Plan's coverage.
  

  In this case, while the specific incident involving a puncture in the backrest caused by the consumers dog was reported, our inspection revealed extensive additional damage, including scratches and stains across multiple areas of the furniture.The plan explicitly excludes coverage for accumulated damage, wear and tear, or damage resulting from prolonged use, as stated in the General section of the Protection Plan under WHAT IS NOT COVERED:
  

  "Any accumulation of stains or damage, including stains, damage, soil buildup (as well as perspiration, hair and body oil) that occurs from repeated use, rather than from a particular incident."
  

  The intent of this clause is to ensure that the furniture is maintained in a manner that allows us to address isolated incidents without the complicating factors of pre-existing damage or accumulation. To properly evaluate and service claims,the overall condition of the furniture is a key factor in determining *********** this case, the extent of the damage observed falls outside the scope of the Protection Plan, which is why we are unable to proceed with the requested service.
  

  We understand the consumers position regarding addressing a single area of damage, but the comparison to car insurance or medical coverage does not fully align with the terms of the Protection Plan, which requires the furniture to be reasonably maintained to remain eligible for coverage.
  

  We value the consumers feedback and understand the consumers frustration. If you have any further questions, would like additional clarification, or wish to discuss this matter further, please dont hesitate to reach out. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22705344
  
  I am rejecting this response because: There are no "stains" on this unit. Is there some wear and tear, yes, people and dogs sit on it. I have cleaned the unit of dust and drool (we have three Great Danes, it's par for the course) and attached an updated picture of the unit.

  Again, I expect wear and tear to not be covered by the warranty and I'm not asking for any other services other than addressing the rip on the backrest which is a covered incident according to the warranty we purchased.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/18/2024

  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 sectional sofa on September 5, 2025, from Surplus Warehouse furniture. We purchase pet care plan so if our pets damage the sofa it would be covered. We purchased the care coverage for $229. The first week the sectional was brought home, the dog did chew on two portions of the sectional and the back cushion. We filed a claim with ServeCo on September 15, 2024. To avoid future issues we also purchased a large dog create ($300). We followed up with the claim on October 2, 2024. The company would not respond to emails, nor would they call us back. On December 10, 2024, we called again and the first individual at ServeCo suggested that the issue would not be revolved until January/February 2025, obviously this is not acceptable. The call was escalated so a "supervisor" with no resolution. The call ended with them advising that they would be in touch. I then took my own steps to reach out to Surplus Warehouse Furniture as ServeCo suggested that they were at the mercy of Surplus Warehouse in sourcing the replacement parts. On December 18, 2024, I called ServeCo again checking in, a technician was at our home the day prior to assess the situation. The individual I spoke to advised that there were no notes of a technician visiting, however, I received an email from ServeCo asking for additional photos of new damages that the technician advised them of(there was no new damage, only the original damaged area was deteriorating. Received a voice mail from another individual at Serveco that she had spoken to the technician and asked that we upload additional photos. We also received an email a technician from a different company would be contacting. I responded that the company they said would be arranging to do the inspection is located in ********, ******; we are located in North ******, ********************************. It has been more than 90 days since we filed our claim. We request that the sectional be repaired or replaced.

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing this consumer's concern to our attention and giving us the opportunity to review the matter and provide feedback. We value the chance to address these issues and work towards a resolution.We sincerely apologize for the delays and the frustration the consumer encountered throughout this process.
  

  We were not informed that the replacement parts had been received until now. However, we are pleased to inform you that a service order has been opened, a technician has been assigned to contact the consumer and proceed with scheduling.
  

  Please rest assured that we are actively working to expedite this matter and will ensure that the next steps are handled as efficiently as possible. If the consumer has any additional questions or need further assistance, do not hesitate to reach out to us directly.
  

  We appreciate the consumers patience and understanding as we work to resolve this issue for them.

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22704889
  
  I am rejecting this response because I would like to have the Complaint file remain open until the issue is actually resolved.    It is clear that even though Serveco says that they want to resolve the issue their actions are not aligning with what their response.   Once they follow through with what they have been saying, then we will accept the response, until then it is just words.   
  
  Sincerely,
  
  ******** *****-********

  

  Business Response

  Date: 12/23/2024

  We understand the consumer's frustration and want to be clear, resolving this matter to the consumers satisfaction is our top priority.
  

  Our team is actively working to complete the necessary repairs as quickly as possible.
  

  As soon as the repairs are finalized, we will promptly follow up with the consumer to confirm that the work has been completed to their satisfaction.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22704889
  
  I am rejecting this response because:

  The claim was filed September 15, 2024.   I have been communicating with ServeCo constantly since December 7, 2024, in an attempt to have the repairs completed before Christmas.   The parts were shipped to the Surplus Warehouse in late November with no instructions from ServeCo.   No technician has contacted us to effect the repairs.   I continue to call and  ServeCo continues to say they want to resolve the issue, but no action is taken to bring it to a resolution.    We are now past the point of having the unit repaired.   We have purchased a replacement.   We repeatedly advised ServeCo that we needed the repairs completed before Christmas because we have people visiting us over the holidays.    

  The only resolution as this point would be ServeCo arranging to retrieve the sectional and provide us with the replacement value.   It is being safely stored in another room of our home until ServeCo arranges to pick it up.  
  
  Sincerely,
  
  ******* ******** and ******** *****-********

  

  Business Response

  Date: 01/08/2025

  Thank you for the opportunity to respond to this matter. We understand the consumer's frustration regarding the delays in completing the repair process. ServeCo has offered resolution options to the consumer throughout this claim; however, these offers were declined.
  

  The consumer chose to purchase a replacement unit before the resolution process was completed. While we respect their decision, ServeCo cannot approve a full refund or reimbursement for the replacement unit, as this exceeds the scope of the Protection Plan coverage. Additionally, it is important to note that if a replacement had been approved under the terms of the Protection Plan, it would have only applied to the single damaged unit and not all the pieces of the sectional.
  

  We remain committed to resolving this matter within the terms of the Protection Plan. However, the responsibility of paying the full retail price for the replacement furniture is not something ServeCo can approve.
  

  Please let us know if you require additional information or documentation regarding this matter.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22704889
  
  I am rejecting this response because:
  The resolution Serveco offered was payment of $200, this offer was made without offering any other resolution options.    There were no other options, there were promises of having a technician repair the unit, but no technician was ever retained by Serveco.   We were not contacted by a technician, as promised by Serveco.  Serveco would not respond to emails.  
  We chose to purchase a replacement as we had no choice.   Three months had passed since the claim was filed.    Serveco did not follow through with the promise to repair the unit.   The advised that they would engage a technician which never happened.   Serveco also did not indicate to us  they would replace the damaged section of the Unit, in fact they did not provide us with any information.  
  We are not asking for reimbursement of the cost of the replacement unit, we are asking for reimbursement of the cost of the unit that was damaged.    Had they followed through with repair in a timely manner, we would not be in this situation.
  Although Serveco communicates to BBB that they are committed to a resolution, they do not communicate to us at all. (see uploaded summary of communications)  The only responses we get from Serveco are via the BBB platform.   I would ask BBB to provide us with information on what authority we can contact to file a claim against Serveco for breach of contract.  
  Sincerely,
  
  ******** *****-********

• Initial Complaint

  Date:12/12/2024

  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.

  BOUGHT service policy they have been out to fix chairs 5 times in 2years takes multiple times calling for them to call back poor customer service quality of chairs are terrible springs breaking base of recliner broke

  

  Business Response

  Date: 12/17/2024

  Thank you for bringing this matter to our attention. After thoroughly reviewing the service history for this case, our records reflect two service visits:
  

  The first visit, completed in September 2024, resulted in a successful repair.
  

  The second, which pertains to the current issue, has an open service request.
  

  We do not show any additional service requests in our system. As part of our process, a service technician needs to inspect the issue, attempt a repair, or determine which parts may be required for a resolution.
  

  We have a technician scheduled to visit the consumer today, December 17, 2024. Once the visit is complete, we will closely monitor for the technicians report, which we expect to receive within the next 48 hours. We remain committed to resolving this matter promptly and ensuring the best possible outcome for the consumer.
  

  Please let us know if you need any further clarification.

  Customer Answer

  Date: 12/17/2024

  I spoke to company on Dec 16 asked why ***** called or showed up Dec 11 or 12th they stated they talked to my wife the week before she didn't receive or talk to anyone they seem to be making things up when I asked what was going on with service request 

  

  Business Response

  Date: 12/18/2024

  Based on the technician's report from the 12/17/24 visit,the same spring that was replaced in September has broken again. The technician has recommended sending a new spring to account for the issue. During the visit, the technician also installed locknuts to address a nut that the customer indicated was repeatedly coming loose.
  

  We are actively ordering the necessary parts and will ensure they are shipped as soon as possible. Once the parts arrive, we will coordinate the next steps to resolve this matter promptly.
  

  If additional details are needed or further assistance is required, please do not hesitate to reach out.

  Customer Answer

  Date: 12/18/2024

   
  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:12/10/2024

  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 their pet protection warranty coverage through ******* for a 6k leather sofa. The warranty was an additional $649. I submitted a claim last week and heard back yesterday about the claim being denied. I called for clarity and they are claiming that they cannot replace the cushions because it is considered accumulative damage when I showed them the specific damages from my pet. I am not chewing on my own sofa!! I am appalled that they have the gall to deny legitimate claims and I feel a refund for my warranty payment is necessary. Date of purchase of the sofa was December of 2021. I received the sofa in January of 2022. The warranty is coverage for 5 years.

  

  Business Response

  Date: 12/11/2024

  ServeCo values the opportunity to address this matter, allowing us to thoroughly review the consumers service request and provide constructive feedback. The consumer reported rips and tears on 3 cushions of her unit caused by a pet. Our resolution department has thoroughly reviewed the matter, and regrettably, the photos provided cannot be definitively linked to a single incident. The damage appears to span multiple areas across the entire unit, including stains never reported and notable signs of wear and tear.
  

  At the time of purchase, consumers are provided with a comprehensive service contract outlining specific Terms and Conditions, Requirements for Service, and coverage details. According to the Terms and Conditions of the Protection Plan, under the section titled "WHAT IS NOT COVERED": This Protection Plan provides no service or benefit for any of the following: "General; 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."
  

  The consumer requested that we ignore all other stains and damage within the unit and solely focus on the pet-related damage. However, our policies require that we evaluate the overall condition of the unit as a whole to determine coverage eligibility.This ensures consistency and fairness in applying the terms of the Protection Plan. Upon reviewing the units condition, the damages were deemed an accumulation, which is excluded from coverage under the plan.
  

  During the interaction, the service advisor attempted to review the details of the service request and the terms of the Protection Plan with the consumer. Unfortunately,the conversation escalated, and the consumers behavior became abusive toward the advisor. While ServeCo understands the consumers disappointment, however abusive behavior toward our staff cannot be tolerated, and we stand by our decision to decline the service request based on the findings of our review.
  

  If the consumer wishes to cancel the Protection Plan, they are entitled to a prorated refund as outlined in the Terms and Conditions under the section titled CANCELLATION. The terms state: You may cancel this Plan by calling Us at ************** during normal business hours (Monday through Friday, 8:00 ****** 7:00 p.m. or Saturday 8:00 a.m. to 5:00 p.m. Eastern time). If canceled within thirty (30) days, You will receive a refund equal to the purchase price of this Plan. After thirty (30) days, You will receive a prorated refund based on the portion of the coverage period that has expired, minus the cost of any claims paid.

  We will get this calculated for the consumer and create a check request for her prorated Protection Plan refund. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22666799
  I am rejecting this response because:

  ServeCo has the time to reply to BBB complaints, then allow me to express my dissatisfaction with the claims process and the handling of my recent inquiry. It has become clear that the system in place is structured in such a way that it complicates the process, ultimately working to favor the company rather than the customer. Specifically, I find it concerning that I was asked to provide details about the entire condition of my sofa when my request was solely focused on coverage for pet damage, which I specifically purchased the pet warranty fornot a warranty covering the entire sofa.

   Furthermore, my sofa is in otherwise good condition. Like any leather product, it has developed a natural patina over time, as is expected with regular use. Unless one keeps their leather furniture permanently encased in plastic, this is a normal and acceptable outcome. I find it both unfair and discriminatory to have my claim scrutinized under these conditions.

  I also followed the process by submitting photos of the entire sofa, as requested, showing any imperfections, which are subjective. This seems to serve only to provide more grounds for a potential denial rather than a fair assessment. The outcome feels like the system is designed to automatically reject claims, rather than fairly review them.  It appears I am not alone with my frustrations, as I have since acquired the names and signatures of several ServeCo reviewers that left one star reviews because leaving zero wasnt an option.

  Additionally, my interaction with *** in the resolutions department left much to be desired. Instead of a thoughtful conversation or any sign of understanding or empathy, I was met with a repetitive, robotic response that merely reiterated the policy. This lack of genuine customer service is disheartening and further exacerbates my frustration. While I admit that I became heated during the exchange, I believe this is a direct result of a flawed process and a lack of support from your team.

  My complaint remains unresolved, and I still feel that the process is inherently unfair. I am requesting a thorough review of my case and a reconsideration of the decision made, as my request is for a full refund of the warranty amount $649.00, taking into account the actual details of my warranty and the condition of my sofa.

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

  

  Business Response

  Date: 12/12/2024

  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. Specifically, there is clear evidence of accumulated pet damage across multiple areas of the unit, as well as stains that were not previously reported. These issues are not consistent with the plans intended purpose, which is to restore covered damages to the units original manufacturing standards. Unfortunately, due to the extensive damage and staining, restoration to those standards is not possible.
  

  The consumers dissatisfaction with the process and their concerns regarding the handling of their claim have been noted. While we empathize with their frustrations, the evaluation of the claim was conducted in alignment with the terms and conditions of the Protection Plan. It is important to note that the process of requesting photos of the entire unit is a standard practice designed to ensure fair and thorough assessments.
  

  As a resolution, ServeCo is willing to offer a prorated refund of the Protection Plan. This resolution is in full compliance with the terms and conditions, which state that refunds for the plan will be prorated based on the time elapsed since the plans purchase. We believe this approach demonstrates our commitment to resolving the matter fairly while adhering to the agreed-upon policy terms.
  

  We apologize if the consumers interaction with our resolutions department did not meet their expectations, and we take their feedback seriously. ServeCo is committed to continuously improving our customer service and claims processes to ensure better experiences for all consumers.
  

  We await confirmation from the consumer to proceed with the prorated refund and are prepared to expedite the process upon their approval.

• Initial Complaint

  Date:12/03/2024

  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 against my furniture warranty on 10/2/24. I received a not so skilled technician who preformed an incomplete service on 10/15/24. Reached out to Servco multiple times by text and email on this initial 10/2/24 with no response, only to find out on 11/2/24 that they had closed my claim. Filed a new claim for the same issue 11/2/24. Received communication on 11/9/24 that I would be contacted by a different service technician within 4 business days. Received no word from anyone till I reached out again 11/22/24. Was assured that I would hear from the new service technician. Contacted Servco 12/3/24 and have been told again not to worry that a service technician will reach out. To date I am now over 60 days into the claim filed with no resolve or communication from this company.

  

  Business Response

  Date: 12/11/2024

  Upon reviewing the details of the situation, we confirm that the consumer initially filed a service request on 10/2/24. Our technician completed the service on 10/23/24, which included a cleaning of the unit.  Per our standard procedures, the service request was closed after the work was completed.
  

  The consumer created a new service request on 11/2/24. While we had communicated that a different technician would contact the consumer to set up another service order, we regret to acknowledge there were delays in scheduling and a lapse in follow-up communication. We take full responsibility for these shortcomings and are working to address the internal issues that caused them to ensure they are not repeated in the future.
  

  In addition, the consumer requested a prorated refund of their Protection Plan. Unfortunately, there was miscommunication on our end, and the consumer was incorrectly informed that this option was not available. We confirm that prorated refunds are allowed under the terms of the Protection Plan, and a service advisor has already reached out to the consumer to discuss this option further. At the time of this response, a voicemail has been left for the consumer, and we are awaiting their reply to proceed.
  

  ServeCo is committed to resolving this matter to the consumers satisfaction. We have escalated the consumers service request internally and if they would still like to move forward with service we can  ensure prompt follow-up with a qualified technician.
  

  We apologize for the inconvenience this situation has caused the consumer and are taking steps to improve our processes to prevent similar issues in the future. Once we are able to reach the consumer we will discuss resolution options that best meets the consumers expectations.