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:11/07/2024

  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 am a recently retired veteran with a 100% total and disabled disability rating from the Veterans Affairs. I had purchased a sectional couch from Lazy-boy in December 2020. I paid extra per each section for additional pet coverage. I submitted a claim on 6/3/2022 with ****** who is responsible for honoring warranty claims for Lazy Boy. As one can see in the supporting screenshots, there was a lot of back and forth with ServCo spread over a significant period of time. I would call to check on my claim status and be told I needed to supply further documentation. Once submitted, I would hear nothing back and go through the same circle again the next time I made contact. On 6/16/2024 I had to resubmit my claim (#******) and again was asked to supply further information. I did and the same thing happened as the first time - submit claim, asked for more documentation, submit documentation, then hear nothing. On 10/31/2024 I received an email stating I needed to submit:"A copy of your receipt A copy of your contract"Both documents have been submitted multiple times over the course of this unfortunate experience. This has been an extremely frustrating chain of events dealing with this company. All I have been trying to do is receive a service I handsomely paid for. All this while traveling for military purposes, divorcing my ex because of her infidelity, raising my children 50% of the time, and navigating my transition from active duty service after a 20 year career. I am clearly a victim of unfair warranty claims practice as ****** has blatantly delayed, avoided, and ultimately minimized the relevant significance of my claim, and the damages to items that need to be repaired or replaced.

  

  Business Response

  Date: 11/15/2024

  ServeCo understands the concerns raised in the BBB complaint and regrets any frustration caused by the delay in resolving this matter.Initially, the consumer submitted two different Protection Plans, neither of which covered the reported issue of pet damage. This situation required escalation to our digital management department and the involvement of the retailer to clarify the matter and upload the appropriate Protection Plan to the service request.
  
  Despite diligent efforts to contact the consumer from June to November, necessary documentation was not provided within the required timeframe, resulting in delays. After thorough review, the service request was closed due to conflicting receipts and Protection Plans. Once we were able to confirm coverage with the correct Protection Plan, we were able to move forward with a complete assessment of the service request. The assessment revealed that the reported damages stemmed from cumulative pet damage across multiple areas of the unit, including the left arm of the chaise, scrapes on the wooden center console and its leather, and torn leather backing.
  
  According to the terms of the Protection Plan, cumulative damages of this nature are not covered. Specifically listed under WHAT IS NOT COVERED referring to section titled General it 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 will arrange for a representative to contact the consumer regarding the electrical issues, as these are covered under the Protection Plan and will be addressed accordingly.
  
  This decision was made following a comprehensive review of the policy, with a focus on ensuring a fair outcome in line with the coverage terms. ServeCo remains committed to clear communication and efficient service resolution, and we apologize for any inconvenience experienced during this process.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22528384
  
  I am rejecting this response because:

  The business, ServCo, is grossly mistaken. I have contacted ServCo multiple times. I have records of all communication. ****** has not once reached out to me between June and November other than what appeared to be auto generated emails requesting documents that have already been provided. Said documents were sent at the request of ****** representatives when I spoke to them. I was only given the two warranty documents when I made my purchase, so that's all I had to send. I was never even asked for them until earlier this year when I attempted to reengage the matter. After a few years of dealing with them off and on. Then, I was unaware I had a third warranty document I had paid for, but never received. I had to request this document be sent to me. The same thing with the receipts. There are a few different receipts that were generated - the one I was given at purchase and the one I had to specifically request showing the extra pet insurance I paid for. 
  
  The damages are not accumulative by any means. That is an evasive and arbitrary statement. These were single and separate incidents that caused damage, which I immediately reported/claimed. However, and again, a lack of communication, a lack of receiving correct information, and being asked for incorrect documents led to the delays in this case. How is it when I was finally able to obtain and send ServCo the correct receipt in 2022 showing I paid for the extra pet insurance, I was not asked for the warranty document that correlated with it? I was asked to send the only two I had and nothing was said about them not being the correct one. It took much more time and many more attempts at contact and get the matter resolved to receive this information. 
  
  My warranty absolutely covers these single incidents that caused damage. ****** needs to honor what services they are selling/being paid for in partnership with ********. As I stated in my initial complaint:
  
  "I am clearly a victim of unfair insurance claims practice as ServCo has blatantly delayed, avoided, and ultimately minimized the relevant significance of my claim, and the damages to items that need to be repaired or replaced."

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

  

  Business Response

  Date: 11/25/2024

  Thank you for providing ServeCo with the opportunity to address Mr. ******* concerns. We would like to clarify the situation and outline the steps we are taking to resolve this matter.

   Regarding the Nature of the Damages:

  We evaluate service requests based on the information provided and the circumstances described. The consumers statement that the damages occurred during separate incidents and were reported individually supports our understanding that these were not a result of a single event. As such, they were categorized as accumulated wear or damage over time, which is reflected in our original assessment. However, we acknowledge that our interpretation may not have aligned with the consumers expectations, and we are committed to resolving this matter to the consumers satisfaction.
  

  Documentation and Communication Concerns:
  

  We acknowledge Mr. ******* concerns about communication and documentation. While our team has reached out to request specific documents to process the service request, we regret if this caused confusion or delay. The original documentation submitted did not reflect the consumer purchased pet protection and we were not able to move forward without validating coverage. We understand that receiving and submitting correct documents is essential to the process,and we are reviewing our procedures to ensure better clarity and efficiency moving forward.
  

  Resolution Plan:
  

  To address this matter, we will dispatch a service technician to evaluate the damages and assess the overall condition of the sectional. While manufacturing tags located beneath the units are required to order parts, due to the extended delay, we will have the technician retrieve and document this information in their report instead of requesting the consumer to provide the photos.

  Based on the consumers account, we believe the following steps will effectively resolve the service request:
  

  1. Procure a replacement console top and left arm chaise.

  2.Schedule a service technician to repair the back flap of one of the units exhibiting damage.

  3. Inspect and possibly replace the mechanism for the recliner.

  We believe these actions will provide a satisfactory resolution for the consumer and close the matter. We are opening a service order now and will assign a service technician. The consumer will be contacted in 48 hours for scheduling. 

• Initial Complaint

  Date:11/04/2024

  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 bought a recliner unfortunately the store that sold to us went out of business. I have tried multiple times to resolve an issue of one of the recliners not working a couple of months after it was purchased. Since I Purchased a warranty I thought that I could go through the appropriate resources to help resolve this issue since this is what I had paid for and was promised. I have reached out a number of times and there has been no communication and I have attempted multiple times to call with no resolution. I feel that I can provide proof of purchase that may not be the original receipt but proof of purchase along with the warranty that was Bought that I do have. As with all the other remarks, they do not honor ************* and basically scam people for this money that they will not honor, regardless of how many times you reach out to them or what you can provide to them

  

  Business Response

  Date: 11/05/2024

  We sincerely understand the frustration of dealing with a non-functional recliner,especially given that the original store is no longer in business. We empathize with the difficulty of navigating this situation, and we genuinely want to assist in finding a resolution.
  

  To move forward with a service request under the Protection Plan, we do require the original purchase invoice. This documentation allows us to validate the plan coverage against the initial purchase details. This requirement is outlined in the Protection Plan's terms and conditions, and it helps us remain consistent in our policy. Listed under Important Information the very first bullet states, Keep this Service Agreement and Your Sales Receipt for Your Furniture,in a safe place. You will need them to file a claim.
  

  If the consumer is able to locate any original documentation from the purchase, we will gladly review it and do our utmost to assist within the plans guidelines. In the meantime, we regret any difficulty this may have caused and are available to address further questions about the plan's requirements.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22513252
  
  I am rejecting this response because: on countless occasions when I did call and talk to the customer service, I had repeatedly stated that I did not have the original receipt and was told that that was OK. I do not understand why they are all of a sudden changing things in this is the biggest concern that I have is that I understand that these things were put in print but every time that I called multiple people told me that that would not be an issue that is my concern and when I reached out and discussed on at least two occasions, nobody said that this cannot be moved forward. That is where I have the mistrust in the center is that once finally things were going to get fixed and I had provided them with all the other information they now want to go back and say that nothing can be done
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 11/05/2024

  The consumer submitted her initial service request on 7/27/2024, and on 7/29/2024 the consumer was sent an mail requesting the required documentation.

  Below is the email:
  

  ********* ******,
  Thank you for filing your request with us. We want to make this process as seamless as possible for you.
  To move your claim forward we will need these things:
  One clear photo of the entire unit
  One clear photo of the damage or stain
  One clear photo of the manufacturers tag that is attached to the furniture
  A copy of your receipt
  A copy of your contract
  Upload your files at  *********************************
  Next Steps:
  The requested information must be submitted in the next 5 business days, or a new service request will need to be opened and re-evaluated
  You will receive an email and text in the next 7 days confirming your upload
  Your service request will be advanced to the next step
  Kind Regards, 
  Your ServeCo ************************************* request was then closed on 8/9/2024 due to no response from the consumer. The consumer called back on 9/12/2024 and we advised we are missing the invoice receipt.The consumer stated they do not have it and the store they purchased from closed. The consumer was advised we are not able to move on without the invoice receipt and on 9/16/2024 we sent another email requesting the invoice receipt,email below:
  

  ********* ******,
  Thank you for reaching out to us. Unfortunately, we are unable to proceed with your claim at this time due to the absence of the required receipt. To process the claim and provide service under the contract.
  Alternatively,we can explore non-warranty service options if you are unable to provide the receipt. Please let us know how you would like to proceed, and we will do our best to assist you.
  We look forward to resolving this matter for you.
  A copy of your receipt
  Upload your files at  *********************************
  Next Steps:
  The requested information must be submitted in the next 5 business days, or a new service request will need to be opened and re-evaluated
  Your service request will be advanced to the next step
  Kind Regards, 
  Your ServeCo Service Advisor
  
  Then on 9/21/2024 and 9/26/2024 we sent follow up emails reminding the consumer the receipt was still needed to move forward with the service request, email below:
  
  ********* ******,
  Hello, this is a friendly reminder that we still need some important information from you. Please refer to the email that was sent to you 5 days ago and provided the requested information.
  The requested information must be submitted in the next 5 business days, or a new service request will need to be opened and re-evaluated.
  Kind Regards,
  Your ServeCo Service Advisor
  

  On 11/4/2024, the consumer contacted us for an update on their service request.During that call, our service advisor reiterated that we require the original invoice to validate the Protection Plan and proceed with any warranty service.The advisor further explained that, if the consumer preferred not to provide the original invoice, they could still access service through our non-warranty program, which would involve a service fee.
  

  The following day, on 11/5/2024, the consumer filed a complaint with the BBB.Throughout this process, we have consistently communicated the need for the invoice to proceed under the warranty terms. At no point was service guaranteed without this documentation, as adherence to the Protection Plans terms is essential for us to process any warranty requests.
  

  We hope this clarification underscores our commitment to transparent and fair service based on the outlined warranty requirements.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22513252
  
  I am rejecting this response because:

  I have reviewed all of my emails, including my junk email and as I had mentioned before I had never received those communications. They were quite happy with texting me when they actually needed something and I dont understand why they couldnt reach out with a text. just saying there is a follow up message or email. Hence why I wouldnt have called so many times if I wouldve known Any of these things beforehand also when you have a representative, tell you that there should not be an issue and then in writing which I never received stating this. As reading other complaints, that seems to be a recurring event with this company and a false advertisement that they will actually repair something or warranty it
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/04/2024

  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.

  Bought couch at ******. was delivered. when opened there was damage to the couch, fabric, and a usb-c port was not functioning. filed a claim and was told they could not do nothing and I would have to return the couch. only after asking for a manager, did I get any help however I still don't have the issue resolved.

  

  Business Response

  Date: 11/07/2024

  The consumer initially submitted a service request for his sectional, which was delivered on June 16, 2019. This placed the request outside the 5-year manufacturers warranty period. We informed the consumer of this, and he subsequently escalated the issue to ******* which processed a replacement for him on October 30, 2024.
  

  On October 31, 2024, ServeCo received a new service request for the replacement sectional,with the consumer identifying the following defects:
  

  A scratch on the *** (left-side facing) outside arm, which the consumer believes was a manufacturing issue.
  

  The *** cup holders/USB-C port not functioning, although other ports are operational.
  

  Misaligned side mounts causing the unit to be uneven and preventing the mechanism from staying closed; the consumer indicated that a new center console was needed.
  

  Stitching imperfections on the *** (right-side facing) arm.
  

  Areas of the sectional where the foam feels insufficient.
  

  Due to the number of defects, we advised the consumer that returning the sectional might be the most practical solution instead of addressing each issue individually.Understandably, the consumer was reluctant to go through the return process again. To provide a resolution, we ordered the part needed for the USB-C port repair and offered a $250 ****** gift card for the consumer to keep the sectional as is. The consumer agreed to this resolution, and ServeCo sent the barcode for the $250 gift card on November 7, 2024.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22513198
  
  I am rejecting this response because: waiting for gift card. Once received I will submit for conclusion. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/07/2024

  The gift card is a digital gift card, and it was sent to the consumer on 11/7 at 5:55am. 

• Initial Complaint

  Date:11/04/2024

  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.

  ServCo is by far the most frustrating company I have ever dealt with. They do not honor their agreement and make sure they don't have to. In one hand they say they cover stains, damage etc, then the next they say it is accumulated damage and stains. Then they say you have to contact them before you clean your furniture, you know to avoid accunulation of stains when trying to call them, I get a message saying the phone number cannot be completed as dialed. Dont waste your time buying their crooked warranty, they won't honor our and will try ***** trick in the book to get out of helping you. I can see by the other conplaints I am not alone.

  

  Business Response

  Date: 11/05/2024

  Thank you for bringing the consumers concern to our attention, we appreciate the opportunity to address their service request. We apologize if any prior communication seemed unhelpful or unclear. Our primary objective is to support our customers and ensure transparency regarding coverage requirements.
  

  After careful review of the case, here are the primary reasons we are unable to move forward with this service request:
  Documentation Requirements: Part of the consumer frustrations was the need to receive the correct invoice receipt that list the Protection Plan purchased. To validate service requests, a copy of the Protection Plan and the original sales receipt are necessary, as outlined in the ***** OF SERVICE section of the plan.Specifically, the fifth bullet point states: This Protection Plan includes this document as well as Your sales ticket (sales receipt). You must provide a sales ticket (sales receipt) and a copy of this Protection Plan for Your covered furniture to receive service.
  

  As of now,we have not yet received a copy of the Protection Plan purchased by the consumer.
  

  Unauthorized Cleaning Attempts: The Protection Plan specifies that unauthorized cleanings may void coverage. According to the REQUIREMENTS FOR REQUESTING SERVICEsection, customers are advised to contact ********************** before attempting any cleaning on persistent stains. The fourth bullet in this section states: If a spill occurs, simply blot with a clean, dry cloth. If the stain persists,please contact SCS before attempting any further cleaning. The customers report indicates a steam cleaning attempt prior to contacting ServeCo, which falls outside covered practices and can impact our ability to provide service.
  

  Accumulation of Damage: The photos submitted indicate an accumulation of stains and damage that reportedly occurred while the consumer was away on vacation. The Protection Plan limits coverage to specific incidents, as detailed under the WHAT IS COVERED section, and excludes extensive accumulation. This provision is in place to ensure that the plan covers individual, unintentional incidents rather than prolonged damage. To support that term listed under WHAT IS NOT COVERED the 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 that this may be disappointing, and we are more than willing to address any questions regarding the plans terms and conditions. Please let us know if additional clarification is required, and well do our best to assist.

• Initial Complaint

  Date:11/04/2024

  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.

  I purchased a sectional sofa on 11/3/2023 from ****** Furniture in ********, **. At the time of purchase, I also purchased the "Ultra Shield 3 Lifetime Fabric Warranty" serviced by ServeCo. I filed a claim on 10/25/2024 after my young child accidentally drew on the arm of the sofa with a pen. After reviewing the Protection Plan documents under "WHAT IS COVERED," this is clearly something that is covered. After filing the claim, ServeCo requested a couple of additional photos, and the process of uploading them to the website was easy. On 10/31/2024, I received an email from ServeCo stating that my claim was denied, and the reason was "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 specific incident." The incident that I claimed WAS a specific incident. After reading the denial letter, I sent another email to ServeCo's consumer support on 11/1/2024 requesting a 2nd review of my claim because this was a very specific incident that is very clearly covered under warranty. I received a response on 11/4/2024 stating "Yes, there are ink stains on the arm, however there are also multiple other stains on the sectional as well as pilling of the fabric." MY CLAIM IS NOT FOR THE OTHER STAINS OR PILLING OF THE FABRIC! I am claiming the INK STAINS. The reason for purchasing this warranty was to have protection for accidental damage, and ServeCo is choosing to not uphold their end of the contract.

  

  Business Response

  Date: 11/05/2024

  Thank you for giving us the opportunity to respond to the consumers concerns regarding the coverage under their Protection Plan.
  

  We understand the consumers desire to address the specific ink stain on the arm of their sectional. However, when evaluating requests for service, we must take into account the overall condition of the furniture. In this case, aside from the ink stain, our assessment identified several other stains across the sectional, as well as signs of wear like pilling. Addressing only the ink stain in isolation presents challenges, as the cleaning process may inadvertently affect the surrounding areas due to the current condition of the fabric.
  

  As a solution, we are able to offer a courtesy cleaning to address the ink stains.This service would involve sending a technician to clean the arm and attempt to extract the ink stain to the best of our ability. While we will make every effort, please note that we cannot guarantee complete stain removal, given the current fabric condition.
  

  To proceed with this courtesy cleaning, we require the consumer to agree to our Courtesy Cleaning Letter, which outlines that stain removal may not be fully successful.Once this is signed, we will promptly schedule a technician for the requested service.
  

  We hope this demonstrates our commitment to assisting within the plans guidelines and to supporting the customers needs as best as we can.

  Customer Answer

  Date: 11/08/2024

   
  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. I will be expecting a phone call or email to schedule the cleaning.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/28/2024

  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 sectional from weekends only and purchased a 5 year extended warranty through serveco. When the arm of the coach broke I started a claim with serveco, I was the one doing all of the follow up with them they never once contacted me to let me know anything. I asked to speak to a supervisor and they would tell me they were all busy and would call me back that never happened. One representative finally told me that someone had filed my claim as delivery damage and it was not their problem. I never told them it was delivery damage which it isnt delivery damage anyways it broke after it was moved into our house. They are an absolutely terrible company to work with none of your questions get answered and here I am a year and a half after filing the claim still fighting with them. Only to find out most recently they just closed my claim with no resolution what so ever.

  

  Business Response

  Date: 10/29/2024

  The consumer initially submitted a service request for damage related to a loose wooden support beam, which they mentioned they noticed a few weeks ago. At the time of purchase, consumers are provided with a detailed service contract, outlining specific Terms and Conditions, Requirements for Service, and coverage details. Under 'Important Information' on the front of the Protection Plan, the second bullet states: 'You must report stains or damage within five (5) days after the stain or damage occurred.' Given this timeline, the consumer was informed that this service request would need to be processed through the non-warranty department.

  A service technician visited and reported that the damage appeared consistent with delivery issues, estimating a three-hour repair time.However, since delivery damage is not covered under the Protection Plan, we forwarded this report to the store for further handling. Unfortunately, it appears the consumer has struggled to receive a timely response or update.
  

  The consumer has now indicated that they believe this issue is unrelated to delivery. At this point, ServeCos involvement in the request is limited, as were unable to extend coverage under the existing terms.However, were still available to help facilitate a non-warranty repair, which would require an out-of-pocket expense.
  

  Please let us know if theres anything further, we can clarify, and were here to help arrange the non-warranty service if the consumer wishes to proceed.

• Initial Complaint

  Date:10/28/2024

  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 bought a Couch in October of 2022 and purchased the 5 yr warranty plan. This October I sat on the couch and the back frame broke. I contacted the company that the warranty was under and sent all the information they asked for. They never came out to look at the couch or did anything except tell me it wasn't included in my plan. I spent $2,775.00 on this furniture and I have only had it 2 yrs!!. I bought it after my husband died and I live alone. I'm not asking for a new couch I just want them to stand by the warranty I bought and fix it. The store I bought it from has been very helpful and they said they could fix it but I would have to pay for it, I don't feel like I should have to pay for it since I have the 5 yr warranty that covers this issue.

  

  Business Response

  Date: 10/28/2024

  ServeCo empathizes with any frustration the consumer may experience regarding the service request submitted, which unfortunately does not fall within the coverage outlined in the terms and conditions of the service contract. At the time of purchase, consumers are provided with a comprehensive service contract outlining specific Terms and Conditions,Requirements for Service, and coverage details. The customer lodged a Service Request concerning her sofa. The consumer reported, Something has broken on the back of the couch and the cushions are not holding up.
  

  The consumer purchased the Fabric 5- Year Protection Plan. Listed under WHAT IS NOT COVERED referring to the section General the first bullet states, Any stain or damage that is not specifically listed under the section titled WHAT IS COVERED
  

  The consumers complete coverage is listed under, WHAT IS COVERED listed below,
  

  WHAT IS COVERED:
  This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVERED section of this Protection Plan:
  Fabric 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, tear, or rip from a specific incident
  12. Any cigarette ***** from a specific incident
  

  Structural damage is not listed under the WHAT IS COVEREDsection of the Protection Plan.
  

  The consumer also reported The cushions are not holding up.Listed under WHAT IS NOT COVERED referring to section, Manufacturer Quality Issues it states, Loss of foam and/or innerspring resiliency (including body impressions)
  

  I hope this helps better explain our decision made on the service request. If there are any other questions please reach out. 

• Initial Complaint

  Date:10/22/2024

  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.

  On September 23rd I filed a service request after waking up to two spots on our couch damaged by our cats. I reported it happened within 10 days which was true as I didn't call that day due to having time. The spots include urine on 2 cushions and cat scratches around the two spots on 4 seat cushions and 4 back cushions surrounding the urine area.Service Request #****** A tech was dispatched from Premier Furniture Consultant however the tech was a no show, and I was told he was fired when I called in. They then scheduled a 2nd tech to come out on 10/10/24. That tech came out and I showed him the two spots. I asked him as a courtesy to clean 5 cushions in case there was any splatter from the urine on the two cushions. He used a little giant carpet cleaner and ran over the 5 cushions with it. He took pictures of the scratches the cats did.On 10/17/24 they sent me a PDF attached that denied my claim for two bullet points.Repetive pet damage - however this is only the second time coming out for pet related damage. The first time it was 1 cushion. Any accumulation of stains/damage - I sent photos of the whole couch and it is in like new condition except the two spots. The tech noted 5 cushions with urine which was not accurate, as I asked him to clean 3 extra as a courtesy. I believe it made the report sound closer to their claim of "complete customer negligence" however that was not the case.I called the ServeCo CX Resolution team on 10/17/24 and was told I would get a call back 10/22/24. I did not, so I called them near the end of day. The supervisor ***** said there was nothing they could do even after I explained everything.I also called Premier Furniture Consultant on 10/22/24 and asked them to send the correct information to ServeCo about the 3 courtesy cushions cleaned. They agreed and said normally the tech would have noted that. I believe I am being denied unfairly and should get the parts repaired or replaced.

  

  Business Response

  Date: 10/29/2024

  The consumer reported eight areas of damage across their sectional and urine stains on two seat casings. ServeCo dispatched a service technician to address the urine stain and assess the damage. Our service technician cleaned the two affected casings and, as a courtesy, cleaned three additional casings. However,with further damage now affecting four seat casings and four back casings, we felt the service request fell under accumulated damage and repeated pet-related incidents.
  

  We place significant importance on the technician's report,as they provide valuable insight during their visits. According to the service technicians assessment:
  

  For the cleaning, it appears to be due to customer negligence. The sectional has four ripped backrest cushions and four seat cushions. We have encountered a similar issue before with pet damage. The technician extracted urine from five seat cushions. If covered, please order four backrest cushions and four seat cushions.
  

  Following the technicians report from the visit, the service request was determined to be ineligible for coverage under the Protection Plan.
  

  After the initial determination, ServeCo and the consumer reached a resolution with ServeCo covering half of the repairs for the units with greater damage. We will be replacing 2 units (which will address 4 areas of damage) and that will fulfill the coverage on the Protection Plan. 

• Initial Complaint

  Date:10/21/2024

  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 bought a recliner through ******** with a lifetime warranty on the fabric through A company that ****-Boy used. That warranty was transferred to ******. I filed a complaint with them because theres a tear in it and they refused to fix it because I cant tell them how the tear *********** shouldnt matter how it happened if the fabric is supposed to be warranteed against tears.

  

  Business Response

  Date: 10/22/2024

  ServeCo empathizes with any frustration the consumer may experience regarding the service request submitted, which unfortunately does not fall within the coverage outlined in the terms and conditions of the Protection Plan. The consumer submitted a service request reporting a tear in the fabric near the pull handle when prompted how the damage occurred the consumer stated she did not know how the tear happened.
  

  In accordance with the consumers Protection Plan, WHAT IS NOT COVERED: This Protection Plan provides no Service or benefit for any of the following:General; Any stain or damage of unknown origin.
  

  There are specific terms that define what is covered and what is not. Its essential for ServeCo to understand the nature and circumstances of the damage in order to assess coverage eligibility. This is why damages that are not clearly identified or explained are not eligible for coverage.
  

  While the current consumer service request has not been approved, please note the consumers Protection Plan remains active. The consumer can still submit future service requests, provided that the issues reported align with the terms and conditions outlined in the Protection Plan.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22452992
  
  I am rejecting this response because: the original company that the warranty was through either went out of business or sold their company to ******.  I was told at time of purchase it was a lifetime warranty for fabric. ****** could have very well changed the terms of the warranty and not communicated that to customers. I didnt know I would have to keep a camera on my furniture 24 hours a day to make sure I know how damage might happen. It most likely is from wear and tear of using the recline lever since that is where the tear is. 

  They may not want to fix it, but I want the complaint filed so people know what kind of a company they really are
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/22/2024

  The consumer purchased their recliner on June 30, 2013, along with an Ultra Shield Protection Plan. ServeCo has maintained Ultra Shield contracts throughout the years and the terms and conditions outlined in the copy provided to the consumer have remained intact as sold.
  

  To submit a service request, the consumer must provide a copy of both the invoice receipt and the Protection Plan. According to the "Terms of Service,"specifically the fourth bullet point, it states, You must retain this Protection Plan and the sales receipt for both the furniture and this Protection Plan.
  

  Therefore,the consumer should have a copy of the Protection Plan detailing the terms and conditions. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22452992
  
  I am rejecting this response because

  Again, this company can say what they like for not making the repairs. I would like this complaint on file with the Better Business Bureau so other people know what kind of company they are.

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

• Initial Complaint

  Date:10/20/2024

  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 furniture protection plan from ServeCo through Joybird furniture when I purchased my sofa. This protection plan explicitly states that it covers food and drink spills on the sofa, I submitted a claim and they denied it as 'too general' I resubmitted my claim, as advised, specifying details for each claim, and I was denied again saying that I had already submitted multiple claims. This is a fraudulent business not offering the services they claim to provide. They should be investigating for stealing from customers and not honoring service agreements

  

  Business Response

  Date: 10/21/2024

  We regret that the consumer feels their experience has not met their expectations. Upon purchasing the Protection Plan, consumers receive a comprehensive document outlining specific terms,conditions, service requirements, and coverage details.
  

  The consumer submitted six separate service requests, all of which were denied due to the reported accumulation of stains. When prompted for details, the consumer indicated, "Liquid, water dripping, possible clothing/dirt transfer," and noted that the stains occurred on various dates throughout September on both the bottom and back cushions.
  

  In accordance with your Protection Plan, 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 protection plan does cover spills; however, it is designed to address singular incidents rather than ongoing issues resulting from multiple occurrences. We encourage the consumer to review the terms of the Protection Plan for further clarification.