Complaints

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

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  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

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

• Initial Complaint

  Date:10/19/2024

  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 ********** 5 year $20k VIP pet protection plan.TC-VIPPET-5Y-2-023883 It covers all accidental damage from handling stains and damage caused by pets.Punctures, rips, tears and *****. During one instance, my dog escaped containment and did quite a bit of damage to thirteen of the sixteen cushions and servco is refusing to cover even though it specifically states it is covered with my warranty. This is a common occurrence, as you can see by their ****** reviews, and there is a refusal to respond to correspondence.

  

  Business Response

  Date: 10/21/2024

  We sincerely apologize for the frustration this situation has caused. Upon reviewing the service request, we deemed it ineligible for coverage due to the extent of the damages reported across the entire unit.While the Protection Plan does cover accidental damage, the significant accumulation of damage across thirteen of the fifteen cushions raised concerns about the nature of the incident.
  

  To assist the consumer, we will order the necessary parts for the damaged areas. However, its important to note that once a component is replaced, we are unable to provide service for that component again in the future.
  

  We value customer feedback and are committed to improving our communication and service processes. If the consumer has any further questions or concerns, we encourage them to reach out directly, and we will do our best to assist.

  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22445033
  
  I am rejecting this response because:

  Please provide me to the specific section of the purchased warranty where it states the following:

  -If a claim is submitted, that that particular part of the warrantied furniture then becomes unserviceable in the future (one claim per section/ per warranty). 

  I provided the nature of and circumstances regarding the damage. No where in the contract does it state that there is a degree of damage that is or isn't covered. The contract states ALL pet damage. This was for one instance as was previously explained. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 10/29/2024

  The consumer provided a copy of the Protection Plan when the service request was created. On the front page, under 'SERVICE PROCEDURES,' the fourth bullet states: 'Replacement or Reselection will complete Your coverage under this Protection Plan on the area, component, or piece of furniture.Replaced or Reselected furniture may be eligible for a new SCS Protection Plan at the discretion of SCS.'

  Weve opened a service order to clean the affected casings with urine stains and arranged for a service technician to confirm which seats have pet-related damage so that any necessary parts can be ordered. We look forward to resolving this request promptly, allowing the consumer to continue enjoying their furniture as intended.

• Initial Complaint

  Date:10/19/2024

  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 purchased a ************* Recliner with a 5 year warranty for power and leather. I made this purchase on November 4 2020. On August *******, I filed a claim (service request number ******) as my power recliner stopped functioning (no power). The recliner does not recline and there is no power to the *** port. I received an initial response from ServeCo on September 3, 2024 acknowledging my request for service. I received another response on September 5, 2024 asking for additional information and to upload information. I uploaded all requested information (a photo of the manufacturers tag and the sales receipt). I received a third response from ServeCo on September 6th asking additional questions and all questions were responded to on September 11, 2024. I have contacted ServeCo multiple times and have had no response. I have contacted them and waited for over an hour on hold with no response. As of October 18, 2024, I still have not received any response and there has been no one to come to repair my LazyBoy recliner. I have also checked the Service Status on their website and it has a status of Service Completed. I am super frustrated because the service I have requested is covered by the warranty and I have provided all information requested in a timely manner. All I would like is to have a technician come to fix my recliner. I am a 73 year old woman with 2 knee replacements and I would just like to have my power recliner working again to relieve my pain.

  

  Business Response

  Date: 10/21/2024

  ServeCo sincerely apologizes for the delay and frustration the consumer experienced regarding their ******************************* request.ServeCo is truly sorry for any inconvenience this has caused the consumer.
  

  It appears there was a glitch in our software that prevented us from receiving the emails the consumer submitted answering the troubleshooting questions. We were able to retrieve the consumers responses through our development team, and based on the information provided, we have identified the part needed for the consumers recliner (the power cable) and now have it on order.
  

  As soon as we have an estimated shipping date, we will notify the consumer immediately. We understand how important it is for the consumer to have their recliner functioning properly, especially considering the consumer uses the recliner for medical purposes.
  

  To express our sincere apologies for the inconvenience the consumer faced, we would like to offer a $50.00 gift card. We will have a service advisor from our resolution department reach out to the consumer to discuss this information further.

  Customer Answer

  Date: 10/26/2024

   
  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 eagerly look forward to being contacted by the company to schedule an appointment for having my recliner repaired. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/17/2024

  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 have had to put in a separate claim on my loveseat due to having damage occur thanksgiving weekend during my family dinner from a 250lb dog jumping up on my uncles lap and his **** jacket stuck in the couch causing a tear in the material. They have replied denying my claim saying this should have been preventable as the previously accepted a claim for my sofa caused by a pet. They seem to expect me to get rid of my dog so I dont have to put in claims again. I paid for pet warranty as I have a dog and accidents happen when you have an indoor pet. This company has nothing but negative reviews and next to impossible to get approval for the warranty you paid. They make every reason in the book not to fulfil what you pay for. I want a replacement of my loveseat as the last claim took over 8 months to get my warranty approved Im not looking ffw to dealing with them again. Please people do your research this company is horrible to deal with buy else where.

  

  Business Response

  Date: 10/28/2024

  In the consumers BBB complaint, they stated, Damage occurred Thanksgiving weekend during my family dinner. However, the consumer did not initiate their service request until 10/15/2024.
  

  According to the ********** VIP Pet Protection Plan under the REQUIREMENTS FOR REQUESTING SERVICE section, Any stain or damage must be reported to SCNA within thirty (30) days of the date that the stain or damage occurred. Given the incident occurred around Thanksgiving 2023, it falls outside the required 30-day reporting period by approximately 11 months.
  

  In addition to the timing issue, the consumer has provided multiple, conflicting explanations for the cause of the damage. In an email,the consumer stated, The damage is not from an animal. Thats the problem, the damage is from where my uncle was sitting and his **** jacket got caught in between the couch and cup holder part. The lady would not listen to me or give me a chance to explain. My dog was sitting on my uncles lap this damage is NOT from an animal
  

  However, when the service request was submitted the consumer filled it out online so in the consumers words it stated, the Damage Description was a Rip and The cause of damage stated, Pet.
  In the consumers Protection Plan, listed under Additional Terms it states, Falsified information will void this Protection Plan.
  

  ServeCo has thoroughly reviewed the details of this service request and has reached a final decision: we are unable to proceed with providing service for the loveseat.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22435774
  
  I am rejecting this response because:
  This is so terrible, maybe where this business is from thanksgiving weekend is not on the same day as Canada? I live in ************ and thanksgiving was on Oct 14 2024 this year. The claim I submitted was the next day Oct 15 2024 it was not 11 months later this is a lie. I called to try and have this dealt with much faster then my last claim and ****** was beyond rude she over talked me said she wont be accepting my claim stated that she has 2 dogs and I should train my dog or not have one as this is no longer considered accidental, I argued this as I paid for pet warranty as I have a pet so thats the right thing to do! Basically because I submitted a complaint to BBB she wasnt going to replace my loveseat! We recently lost a family member so I wasnt thinking clear I have no couch as it is for family to sit on as Im waiting for this claim to be completed before I get new ones. Im in complete disbelief how they treat their customers. To the point Im lost for words, she told me to take her to small claims to have this resolved. I made a mistake when I put my claim in and wrote pet instead of jeanjacket. Like I mentioned we just lost a family member and I made a mistake, I was thinking about my warranty and put pet now she said she wont reopen my claim its closed! I want a replacement or them to fulfill the warranty I paid for! 
  Sincerely,
  
  ***** Moccasin

  

  Business Response

  Date: 11/06/2024

  Thank you for the opportunity to address this complaint.ServeCo strives to provide fair and consistent service to all customers while upholding the terms and conditions of our Protection Plans.
  
  In this case, the consumer filed a claim under our Protection Plan, initially reporting that the damage was pet related.Subsequently, the consumer provided a different explanation for the damage. To ensure transparency and consistency, the Protection Plan requires that damage descriptions remain consistent to accurately process claims. Additionally, the consumer has received three prior replacements under the Protection Plan for similar pet-related damage, which is now considered repetitive rather than accidental.
  
  While the consumer has pet protection included in the plan,the coverage does not eliminate the responsibility of the owner to help prevent recurring damage. To address this situation fairly, we can offer the consumer a prorated refund of the Protection Plan as an alternative to further replacements. This offer takes into consideration the prior replacements we have already provided under the plan, including a recent replacement sofa.
  
  ServeCo remains committed to providing fair resolutions within the framework of our Protection Plans. We hope this response clarifies our approach to this matter and demonstrates our commitment to fairness and consistency.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22435774
  
  I am rejecting this response because:
  This is not fair. You guys are making every excuse not to fulfill your warranty agreement. The 2 pieces (sofa and love) were from a completely different t warranty from 2-3 years ago. This is NOT the same warranty I bought NEW warranty for our NEW sofa and love. The sofa was replaced from springs broken under the sofa. NOT pet related. The tech who came came to attempt to repair the springs. This has nothing to do with PETS. This last claim I put in on my loveseat was also not from a pet. Like I explained previously. I accidentally put the word PET where it asked the cause I was not thinking clearly due to a family death. I apologized and thanked you guys for bringing that to my attention. However there is no reason I should be denied my warranty as I paid for it in full and the damage occurred from a **** jacket stuck between the seats NOT a pet so there is no reoccurrence of pet damage at all. You guys need to re read everything and fully understand your in the wrong. Right down to telling me Im 11 months late putting in my claim due to thanksgiving? If your selling warranty in Canada you should be fully aware when Canada has thanksgiving. I put y claim in Exactky 1 day after the damage occurred on THANKSGIVING weekend in CANADA. This is terrible on your part. I truly believe you guys should not be allowed to sell warranty as every complaint against you guys is the same as my issues Im having with your company. I can not believe the extra stress. I def will never buy warranty with you guys again and will be spreading the word as this is not fair to anyone! I want my claim reopened and dealt with promptly and fairly. 
  Sincerely,
  
  ***** Moccasin

  

  Business Response

  Date: 11/19/2024

  At ServeCo,we strive to provide fair and consistent service under our Protection Plans and have demonstrated this through our history with the consumer. To date, we have replaced three units for this consumer, reflecting our commitment to standing by our Protection Plan and ensuring customer satisfaction. We believe these actions illustrate our dedication to accommodating the consumer's needs and honoring the terms of our Protection Plan.
  

  Regarding the current service request, after a comprehensive review, we have determined that while we will not be proceeding with a full unit replacement, we are willing to check the availability of the seat casing as a resolution. If the part is available, we will promptly order it to address the consumer's issue.
  

  We have reached out and are currently in the process of determining part availability.We believe this approach is fair and continues to demonstrate our willingness to support the consumer within the framework of the Protection Plan agreement.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22435774
  
  I am rejecting this response because:
  As you and I both know the set is discontinued which is why you said you could not order parts to fix the sofa. So what would make the difference on ordering for the love seat! The last claim took 8 months to be resolved. Looks like are heading down the same road either way the loveseat. The other 2 pieces I put a claim on were completely separate warrantys I paid for NEW warranty ****** for THIS sofa and love. It has NOTHING to do with anything previous! I have NO couch or love seat in the living room as Im waiting for you guys to fulfill your warranty agreement and deal with this properly and promptly. Going forward we will not be repurchasing warranty either your company as the hassle is to much for any customer or business owner. We will be moving forward with a **************** as you guys dont even know when thanksgiving is in Canada. This has been nothing but embarrassing!! Considering it is discontinued Ive been advised by multiple resources you guys have to replace the love seat! Ill be waiting for the next reply you guys have not contacted me at all 
  Sincerely,
  
  ***** Moccasin

• Initial Complaint

  Date:10/16/2024

  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 blown away at how awful this company is. I was talked into the 5 year ServeCo warranty by a sales *** at the Lazyboy Oxnard location. The *** spoke very highly of the 5 year ServeCo Protection plan. I normally dont buy protection plans but he spoke so highly of it, I trusted him and we decided to buy it. Eventually we had a stain. I called approximately 6 months later. My entire experience with ServeCo was AWFUL. The employees are rude and often non responsive. I ended up calling and emailing over 10 times. My first claim was denied by ServCo because it was outside of 30 days. We then had a separate 2nd stain and I called within the 30 day limit. After no ***ly to my online claim, I called. I spoke to ServeCo employee *******. After a long rude interaction, I was told I was lying about the substance of the stain and that it was actually dog p*** I was rudely dismissed. After being cut off multiple times. I convinced her she had the wrong photo. Only after this large effort did she confirm she was looking at the wrong customers info. She told me she would then escalate the issue. The claim was then denied due to it being outside of 30 days despite the stain only being a week old. I clarified that this stain was new and separate from the last claim but she would not listen to the facts. I reached out over 10 times to her and would rarely get any response. When I called, she was always, busy. ******** is an evil company and I am deeply disappointed in ******** for partnering with them. This whole time ******** has looked for any possible reason to get out of their responsibilities. I was never treated properly as a customer. After about 5 more calls ********************** finally agreed to send a cleaner out but under the premise that the claim was still not valid and any future previously covered issues would not be covered. I implore ServeCo to change their behavior The consumer provided the following when submitting the Complaint to BBB

  

  Business Response

  Date: 10/16/2024

  I wanted to clarify that the complaint in question appears to be a duplicate of one that has already been resolved and closed. Please see the details below for your reference.

  If you need any additional information or have further questions, please dont hesitate to reach out.

  Re: ID # ******** - ******* ********
  Thank you for your recent response to ******* ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  Sincerely,
  
  
  
  Customer Relations Representative
  Better Business Bureau
  *******************************************************************************
  ************************

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22429661
  
  I am rejecting this response because:

  This is a separate clarification. The business stated I requested a second request for the "same stains". This is factually incorrect. I clarified several times that these are different stains. ServeCo said they were the same with zero proof. They then refused service.

  ServeCo also states they sent a cleaner out for the second chair. This is FALSE. The cleaner never even saw that chair.

  IF YOU HAVE ANY DOUBTS ABOUT THIS COMPANY, LOOK AT THE LONG LIST OF COMPLAINTS ON THIS PAGE! THIS COMPANY DESERVES AN F RATING. I urge BBB to downgrade this companies rating

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

  

  Business Response

  Date: 10/16/2024

  The consumer submitted two requests: the first, with a damage date of January 2024, was unfortunately denied due to timing and the accumulation of issues. The following day, the consumer submitted another request concerning the same ottoman, highlighting a specific stain in addition to those previously addressed. This was part of the correspondence with the BBB on 10/4/2024, and Ive attached the details of that conversation for reference.
  

  Its important to note that ServeCo's service technician went above and beyond by cleaning both the ottoman and the chair, even though the chair was not included in the courtesy cleaning. We have documented this effort and included before-and-after photos in our previous response, which we will attach here as well.
  

  At this point, ServeCo has resolved the service request and closed it. We kindly ask for your assistance in closing this complaint, as we believe further action is unnecessary, and we would like to avoid any unnecessary prolongation of the matter.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22429661
  
  I am rejecting this response because:

  I appreciate ServeCo admitting they lied in the last correspondence about a secondary chair being cleaned. Unfortunately that does not make up for the dishonest and unprofessional behavior of the past. 

  My request for a cleaning was turned down for being outside of 30 days. I submitted my request approximately 2 days after the stain. Please see screen shots of both images documenting this. 

  I will be happy to have this issue resolved with a full refund of my insurance plan.

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

• Initial Complaint

  Date:10/11/2024

  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 9/03/2023 we purchased a ******************** Sofa (P91892 E191886 FN007) from the ******** Furniture Gallery in *************, **. We also purchased a Serveco ********** 5 year extended warranty for the sofa. Unfortunately, I don't remember the date the sofa was delivered. On 10/01/2024 I called the ******** store in ************* to report an issue with the upholstery. The seats and footrests are fading, showing wear and on one footrest the fabric is pilling. They told me the sofa was out of warranty (one year warranty) and to contact Serveco. I submitted a claim to Serveco on 10/01/2024, and it was declined, due to "wear and tear". We would like the sofa repaired or replaced because it doesn't seem reasonable for the upholstery to wear out in only one year. Please see the attached pictures and the response from Serveco.

  

  Business Response

  Date: 10/10/2024

  Hello,
   
  Please remove this BBB Complaint from our account. This customer purchased from Rancho Mirage, CA as indicated in the review. This is not one of our locations. The La-Z-Boy Furniture Gallery is independently owned and operated. Our locations are in Northern California.
   
  Thank You,
  Desiree Herrera

  

  Business Response

  Date: 10/15/2024

  We regret that the consumer feels their experience has not
  met their expectations regarding the Protection Plan. When purchasing,
  consumers receive a detailed Protection Plan that outlines specific terms,
  conditions, service requirements, and coverage details.
  

  The consumer submitted a service request and reported, “Footrests
  and seats are wearing, fabric is changing color and thinning.” This situation
  appears to be related to manufacturing quality issues, while the Protection
  Plan specifically covers accidental damage to upholstery resulting from
  distinct incidents.
  

  It’s important to note that the Protection Plans specify
  that manufacturing defects in upholstery are not covered. Under the section
  “WHAT IS NOT COVERED,” the second bullet in “MANUFACTURER QUALITY ISSUES”
  states: “Fading, color loss, or color change.”
  

  Additionally, listed under, “WHAT IS NOT COVERED” referring
  to section, “WEAR & TEAR CAUSED BY REPEATED USE (OVER TIME)” it states, “Damage
  caused by wear such as, but not limited to, the following: Stains or damage
  caused by wear.”
  

  We regret
  that we are unable to assist the consumer with this specific service request;
  however, we want to assure them that their Protection Plan remains intact for
  any future service requests that fall within the terms and conditions of the
  coverage.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22382982
  
  
  
  I am rejecting this response because:

  This complaint was primarily addressed to La Z Boy, not ServeCo.  The problem with the upholstery is definitely a manufacturing/quality issue.  La Z Boy misrepresented the ServeCO warranty (we were never provided with any documentation for the ServeCo warranty from La Z Boy).  However, the sofa is definitely defective.  The original complaint was against La Z Boy, not ServeCo.  I don't understand how is was redirected to ServeCo.
  
  
  
  Sincerely,
  
  
  
  Catherine Baker

  

  Business Response

  Date: 10/15/2024

  While the
  complaint was directed at La-Z-Boy, it was submitted to ServeCo North America,
  there may be some confusion when the complaint was initiated.
  

  Unfortunately,
  the consumer is just outside the manufacturing warranty period, which limits
  our ability to assist with this specific issue.
  

  I recommend
  that the consumer contact La-Z-Boy Comfort Care directly, 855-802-6636, as they
  may be able to offer additional assistance or options regarding the upholstery
  concerns.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22382982
  
  
  
  I am rejecting this response because:

  I contacted La Z Boy customer care @ 855.802.6636 again.  Their response was still the same.  They cannot make an exception to their warranty policy.  I did find out the sofa was delivered on 9/24/2023.  Please redirect this complaint to La Z Boy.
  
  
  
  Sincerely,
  
  
  
  Catherine Baker

• Initial Complaint

  Date:10/09/2024

  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 writing to express my concern regarding two separate claims we have filed under the warranty for our sofa set purchase from ******** Convertibles. Both claims should have been covered by the warranty, yet we are experiencing significant difficulties in getting the coverage we expected.When we contacted ******** Convertibles to explain the situation, we were told that the issue should have been corrected by ServCo. However, we were also informed that unfortunately, we must go through ****** directly to resolve it.We purchased the warranty with the understanding that it would provide protection for our $4,227.62 sofa set, especially knowing that we have two small children and two Yorkies. The current situation leaves us feeling as though the warranty company is collecting funds from customers without honoring their commitments.

  

  Business Response

  Date: 10/14/2024

  We sincerely apologize that the consumer is not satisfied with the status of the service request. We appreciate the opportunity to clarify our reasoning behind the decisions made, and we are committed to addressing any concerns they may have.
  

  The consumer submitted a service request on 8/22/2024 and reported Pet has excreted bodily fluids along the corners of the sofa and on top of the cushion. Toddler bodily fluids on seats and arms of sofa ---- It is hard to say because my husband and I were away for vacation when this happened. I would say 1 incident. The damage is to the cushions, arms, seats and back of couch. Please see photos.
  

  The consumer was on vacation and cannot confirm that the damages occurred in a single incident. Given the extent of the damage and their widespread nature throughout the entire unit, we consider this to be an accumulation of damage.
  

  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.
  

  Also listed under WHAT IS NOT COVERED referring to section, Improper Maintenance, Care or Misuse it states, Repetitive animal damages are considered preventable occurrences and will not be eligible for Service.
  

  We apologize for the inconvenience this has caused and wish we could have offered a resolution for the consumer, but we must remain consistent with the terms and conditions of the protection plan.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22403543
  
  I am rejecting this response because: If not an accumulation is something *****. The purpose of purchasing a plan is to cover your furniture is protection for either unplanned or accidental damages. I would love to see the data on how much money you make on not covering furniture and to what I have seen on BBB you continue to ******* people on purchasing a plan with no intent of really covering anything. You have masterd to cover your terms and conditions against the consumer leaving all responses in neutral to than deny them of a claim. Shame on you and the furniture locations that sell your coverage! Fact's speak, again I stress I would like to see what is the amount of coverage you provide to consumers on a denail bases. 

  
  Sincerely,
  
  ****** ****** Jr

  

  Business Response

  Date: 10/21/2024

  We understand the expectation that a Protection Plan should cover unplanned or accidental damages, and it does. However, it is essential for us to maintain consistency with the terms and conditions outlined in the Protection Plan. Our policies are designed to ensure fair and equitable treatment for all consumers, and we must adhere to the guidelines that define what is and isnt covered.
  

  The determination of Service Requests is based on specific criteria, including whether the reported damage falls under the classification of accumulation versus a singular incident. While we recognize that this may be disappointing to the consumer, our intention is to uphold the integrity of the Protection Plan and what is reported by the consumer. 

• Initial Complaint

  Date:10/06/2024

  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 October 2022 I purchased a recliner from Boscors Item number301693125 style 64257-7 Including furn warranty ******* under ********* Georogulas and recenty I have been having issue with the chair. I have and send pictures number and everything else they need to complete the claim I started this claim on 9/30 on line because if you call no one at all answers the phone or you would stay on hold for at least 45 min. I have reach my boiling spot. Not only I am I disappointed with this company but nor have I ever put a claim in. ServeCo total care VIP $209.99 ITS WORTHLESS > I have called BOSCORS TO COMPLAIN ALSO BUT THEY ALREADY SOLD ME THE CHAIR AND THEY DONT CARE.ServeCo needs to stand behind its promise They need to call and set up an appointment and stop asking me to add this and add that on the online claim wish I have.The CEO should know that here in ** THEY ARE NOT STANDING UP TO a FROM THE BBB ITYS ACTUALLY A F THEY DESERVE If they would pick up the phone instead of the information done online it would be easier for all concerned. But ALL INFORMATION HAS BEEN GIVEN AND STILL IM WAITING Thank you

  

  Business Response

  Date: 10/08/2024

  We regret that
  the consumer feels as though their experience has not met the expectations they
  had when they purchased this Protection Plan. 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 their Malone PWR Big Man Recliner.
  
  Our escalations
  department has thoroughly reviewed the matter, and regrettably, this service
  request does not meet the requirements for service. Below is an overview of the
  service request process and its present status:
  
  Initial Contact (September 23, 2024): The consumer initiates communication regarding concerns of cushion breakdown.
  Document Requests (September 24, 2024): Requests are made for receipts, warranty tags, and photos. Some (not all) documents are eventually uploaded by the consumer.
  
  Referring to the
  Protection Plan listed under “WHAT IS NOT COVERED” section titled, “MANUFACTURER
  QUALITY ISSUES” the 2nd bullet down it states, “Loss of foam and/or
  innerspring resiliency (including body impressions).”
  
  Consequently,
  ServeCo cannot proceed with processing the consumer's service request, as it
  does not align with the criteria for coverage under their Protection Plan.
  
  We assure you
  that ServeCo remains committed to upholding the terms of the Protection Plan
  and providing fair and consistent evaluations of service requests. We value our
  customers' satisfaction and are available to address any further inquiries or
  concerns.

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22387854
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Ekaterini Georgoulas

  

  Business Response

  Date: 10/10/2024

  ServeCo is unable to change the status of the consumers
  service request because the damages reported fall under the “WHAT IS NOT
  COVERED” section of the Protection Plan. We understand how disappointing this
  is, and we regret that we cannot offer a resolution that meets the consumers’
  expectations in this case.
  

  However, we want to assure you that the
  Protection Plan remains active for any issues specifically outlined under the
  “WHAT IS COVERED” section. If the consumer experiences any problems that are
  eligible for coverage, we encourage them to reach out, and we will be more than
  happy to assist. 

• Initial Complaint

  Date:10/03/2024

  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.

  ****** House ***** sectional couch Purchased on July 26th, 2024 from The Room Place...going out of business sale.Purchase price...Claim made July 27th, 2024 Service request #****** After initial claim was submitted I got an auto response that someone would call me in 2 days. I gave them till July 31st. with no response so I called to get an update. During this phone call I was told they were finishing up my claim and someone would contact me on the 31st. or Aug. 1st. It wasn't until Aug. 6th that I received an email "We have exhausted all efforts into repairing your unit.""If you submit a covered claim for a stain or damage and the particular store location where you originally purchased your furniture has closed, no longer carriers SCNA as a supplier, changed ownership, or has stopped selling new furniture since your purchase, you may be refunded the purchase price of this plan"WELL HOW CONVIENENT THAT YOU DON'T SEND ME A RESPONSE TILL THE 6TH AND THE ROOM PLACE CLOSED ON THE 5TH! If that doesn't scream scam I'm not sure what does. This warranty should never be sold to the customer if you can't help us!***** ****** who was in charge of Planned Furniture Promotions the company who handled the store closing inventory reached out to **** with ServeCo. **** then asked that we get in touch with ***** *******. ***** replied that "we are unable to repair your furniture...we have offered you a settlement in the amount of what you paid for your warranty." on 8/8/24 I explain to ***** that I was never called nor did anyone ever come out to try and fix it. on 8/8/24 email ***** again on 8/12/24 for follow up. No response I then went to **** an owner and asked if someone could PLEASE take a look at my claim. 8/13/24 receive email from ****** ****** that wants details on how the frame broke. 8/14/24 I explain that my father had a medical emergency and fell onto the couch frame. 8/19/24 ****** responds at one point and says that it looks like we dropped it

• Initial Complaint

  Date:10/02/2024

  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.

  Some trhead come out peeling in two seats The double recliner when open right side is bent also the big with one recliner. Left side is bent too , the one in the middle. In the right side is peeling too

  

  Business Response

  Date: 10/03/2024

  Thank you for forwarding the complaint regarding the consumer's consumer. We have thoroughly researched the issue but were unable to locate any information pertaining to this case in our records.
  

  We did reach out to the consumer directly and found that there was some confusion; it seems she may have submitted the service request under the wrong website. To address her concerns, our intake team is in the process of contacting her to assist with filing a proper service request regarding the issues she described.
  

  We appreciate your assistance in bringing this to our attention and are committed to resolving the matter promptly.

• Initial Complaint

  Date:09/30/2024

  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 blown away at how awful this company is. I was talked into the 5 year ServeCo warranty by a sales *** at the Lazyboy Oxnard location. The *** spoke very highly of the 5 year ServeCo Protection plan. I normally dont buy protection plans but he spoke so highly of it, I trusted him and we decided to buy it.Eventually we had a stain. I called approximately 6 months later. My entire experience with ServeCo was AWFUL. The employees are rude and often non responsive. I ended up calling and emailing over 10 times. My first claim was denied by ServCo because it was outside of 30 days. We then had a separate 2nd stain and I called within the 30 day limit. After no ***ly to my online claim, I called.I spoke to ServeCo employee *******. After a long rude interaction, I was told I was lying about the substance of the stain and that it was actually dog p*** I was rudely dismissed. After being cut off multiple times. I convinced her she had the wrong photo. Only after this large effort did she confirm she was looking at the wrong customers info. She told me she would then escalate the issue.The claim was then denied due to it being outside of 30 days despite the stain only being a week old. I clarified that this stain was new and separate from the last claim but she would not listen to the facts. I reached out over 10 times to her and would rarely get any response. When I called, she was always, busy. ******** is an evil company and I am deeply disappointed in ******** for partnering with them. This whole time ******** has looked for any possible reason to get out of their responsibilities. I was never treated properly as a customer. After about 5 more calls ********************** finally agreed to send a cleaner out but under the premise that the claim was still not valid and any future previously covered issues would not be covered. I implore ServeCo to change their behavior

  

  Business Response

  Date: 10/04/2024

  The consumer
  initially submitted a service request with ServeCo on 7/23/2024 regarding
  stains on the ottoman and “unusual friction” with a recliner. The consumer
  reported the damage date 1/7/2024. ServeCo reviewed the service request and
  sent the consumer explaining the status and the terms in the Protection Plan
  that supported the decision based on the service request. ServeCo explained, Per
  the Protection Plan, REQUIREMENTS FOR REQUESTING SERVICE: Failure to meet any
  of the following requirements can result in a denial of Service under this
  Protection Plan. 3rd bullet • Any stain or damage must be reported to SCNA
  within thirty (30) days of the date that the stain or damage occurred. Notify
  SCNA by calling (800) 866-9636.
  

  The consumer
  submitted another service request on 7/23/2024 for the same ottoman and the
  same stains. We informed the consumer that we could not proceed with this
  request because a previous one had been processed just the day before and was
  deemed ineligible. The consumer mentioned that they had submitted a service
  request back in January and asserted that the July 23rd request was for new
  stains. ServeCo conducted a thorough review of our records and checked for any
  previously filed service requests. We also reached out to the phone company to
  verify if any calls had been made that were not documented. Unfortunately,
  there were no additional requests found. We emailed the phone logs to the
  consumer to confirm that the only service requests on record were from July
  22nd and July 23rd.
  

  When the
  consumer was made aware of our findings, he submitted an email stating:
  09/04/2024
  08:39:15 | Stacie Aviles
  From
  consumer: “Correct. There were two separate service requests. Both calls
  occurred in late July. The first call was to report an issue that had happened
  six months prior. The second call was for an issue that happened in late July.
  This second service request occurred well within your 30-day requirement. -Pat”
  
  
  ServeCo replied
  explaining, “I understand that this situation has been frustrating, and I
  apologize for any inconvenience caused. I want to clarify that if a service
  request is submitted after the original timeframe has expired, we are unable to
  accept a new request for issues that are within the timeframe. Any existing
  stains must be addressed before we can handle additional concerns.
  Upon reviewing the situation, I noticed that your ottoman has multiple stains.
  To ensure a satisfactory result, we typically address all stains rather than
  just one, as leaving others untreated would impact the overall appearance and
  quality of the service.
  As a gesture
  of goodwill, we can offer a one-time courtesy cleaning of your ottoman, though
  please note that we cannot guarantee complete stain removal. If you’re
  interested in this offer, please let me know, and I’ll send you a document
  outlining the details for your review and signature.”
  

  The consumer
  agreed to the courtesy service and signed a letter authorizing it. ServeCo
  dispatched a technician who, in addition to cleaning the ottoman as agreed,
  also cleaned the accompanying chair.
  

  We believe
  that we went above and beyond our usual processes to accommodate the consumer
  and address their service request effectively.

  Attached you will find a photo of the ottoman before and after the cleaning.