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:09/21/2024

  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 purchased a 3 year protection plan when I purchased my LaZ Boy. I paid about $600 for the ServeCo plan. My sofa had a small tear in the back and they refused to fix it. I called LaZ boy and they sent another vendor called TriCounty furniture where I had to pay almost $400. I want reimbursement from ServeCo for the $600 and the $400 I had to pay TriCounty. See eco is a rip off insurance plan.

  

  Business Response

  Date: 09/23/2024

  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. Our escalations department has thoroughly reviewed the matter, and regrettably, the photos provided cannot be definitively linked to a single incident.

  The service request submitted on 08/22/2024 notes, there are snags, tears, pilling and stains from moving and the pets. 

  In accordance with the consumers Protection Plan listed under, WHAT IS NOT COVERED It states, 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, Wear & Tear Caused By Repeated Use (over time) it states, Damage caused by wear such as, but not limited to, the following: Pilling, pulls, snags, seam separation, or fraying of fabric.

  Furthermore, referring to section titled, Non-Household Environments; it states, Stains or damage that occur while the furniture is in storage, or being moved to or from storage, or between residences. 

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

  We will need a copy of the consumers invoice receipt as that was not provided at the start of the service request. 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22319134
  
  I am rejecting this response because:  The one tear they rejected and could not address fixing that alone.   They harped on extraneous matters but refused to fix the one tear.  The one tear Laz Boy sent out a tech and it cost $160 for the piece of fabric and $160 for the tech to put on.  They could not even do this.  The sofa is not even 3 years old.   It is practically new and was purchased for almost 4k from Laz Boy in Paramus.   
  I deserve a full refund for the cost of the insurance that did not do anything for me but *** me out of my money.

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

  

  Business Response

  Date: 09/24/2024

  We understand the consumer's frustration regarding the tear in the sofa. While we strive to address all service requests, we must operate within the terms and conditions of the service contract, which dictate how we handle coverage and repairs.
  

  Since the consumer has had the unit in their home since 2021, we utilize a prorated calculator to determine coverage based on the duration of ownership. This process ensures that we are fair and consistent in our evaluations.
  

  We acknowledge the concern about the cost of repairs and the consumer's expectations for service. While we understand that the sofa is relatively new and was a significant investment, the terms of the Protection Plan clearly outline what is and isnt covered. This is a standard practice that applies to all our consumers.
  

  We truly want to assist the consumer and explore any possible solutions within the framework of the contract. The consumer is requesting a refund of the Protection Plan which we are prepared to give but it would be at a prorated amount as outlined in the terms and conditions of the Protection Plan. If there are additional questions or concerns, we encourage them to reach out so we can work together toward a satisfactory resolution.

• Initial Complaint

  Date:09/21/2024

  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 submitted a claim to this company april 3 2024 its now sept 21 2024 and nothing has been resolved! They are giving me the extreme run around, when I first out the claim in the issies were so small since its been 6 months the couch is beyond repair. I have done everything they asked and more. Ive been to the store that sold me this warranty and they said they are very hard to deal with and do this to majority of there costumers. I paid my warranty and they should fulfil there warranty! They sent a tech to my house twice. First time he said not repairable serveco claimed that is a lie and he didnt say that so sent him again to push the springs back in same night springs popped back out scrapping my kids back our floor and clothing cause more tearing on the fabric as shown in pics. They denied the tears for repair the said accumulated damage the store told me they say that to everyone. Its so disappointing the condition of my couch being I paid top price warranty. I havent been able to have company over in 6 months as I have no where to host due to seating! The couch is not safe to sit on the springs cut you. I told them this and they said they ordered new springs and theyre on the way (doesnt fix the tears from the couch being pulled down from the broken springs) I waited nothing contacting back and they said the springs were never sent they are looking for to find some to send basically. Seems they are expecting me to give up as this couch is beyond repair however if they kept there word and fixed it in April the couch wouldnt be beyond repair. I have now had 2 techs the store and a private company tell me its beyond repair it needs replacement they are refusing to replace the couch and making every excuse and lie in the book. I do not recommend buying warranty with this company they take your money then never fix the issues and barely respond when you ask for a uodate. Its been 6 months I want this couch replaced it is not fixable and not safe! Unreal!!

  

  Business Response

  Date: 10/10/2024

  We sincerely regret that the consumers’ experience with
  ServeCo did not live up to the expectations they had when they purchased their Protection
  Plan. We understand how frustrating it can be to feel that their concerns are
  not being addressed after investing in a Protection Plan.
  

  At the time of purchase, at the time of purchase the consumer
  is provided with a copy of the Protection Plan that outlines the specific Terms
  and Conditions, Requirements for Service, and coverage details to ensure
  clarity.
  

  The service request submitted by the consumer reported the
  springs broke under the sofa and there are tears attributed to pet damage,
  which have worsened over time.
  

  While our Protection Plan does cover accidental damage from
  specific incidents, it unfortunately does not extend to damage that accumulated
  over time, such as those resulting from ongoing pet interactions. We recognize
  that this may feel unfair, especially as the condition of the consumers sofa
  has deteriorated.
  

  The consumer mentioned that aside from the tears coming from
  animals it also was a result of the broken springs. Please know that we take
  such issues seriously, and to address the consumers’ concerns, ServeCo ordered
  the necessary parts (springs) for repairs. We strive to repair any unit before
  considering replacement, as a replacement is only authorized in cases where we
  have exhausted all efforts.
  

  At ServeCo, we are dedicated to honoring the terms of our
  Protection Plan and ensuring fair evaluations for all service requests. We
  understand how urgent it is to have a fully functional sofa, especially after
  such a lengthy wait. Given the circumstances, we have authorized the
  replacement of the consumers sofa and submitted the request to the retailer for
  processing.

  Customer Answer

  Date: 10/10/2024

   
  
  Complaint: 22318206
  
  
  
  I am rejecting this response because:
  This is not true, I have attached the photo of the last email you guys have sent me and no springs have been ordered as of yet it states your checking into getting them ordered. The email prior says they were shipped to me house which was another lie. It’s common sense that more damage is going to occur after months and months of not being fixed. Which is why there is way more damage from the original date I submitted the claim. This is not fair at all. You guys are not fulfilling your warranty policies. Because it’s been sooo long the couch is beyond repair it needs to be replaced like everyone is telling you guys. No springs have been ordered and no updates have been sent to me so please tell the truth 
  
  Sincerely,
  
  
  
  Breann Tait

  

  Business Response

  Date: 10/10/2024

  The consumer submitted two separate service requests. The first request was made on April 3, 2024. The consumer reported, “The springs under the unit have come out, causing it to sink, and they split and came off. There are tears from pet damage that have worsened since the incident.” This service request was denied due to the extent of the damage.

  The second request was submitted on May 3, 2024. The
  consumer reported that "the spring broke under the couch," and there
  was no mention of any damage caused by a pet. Serveco reviewed the service
  request and approved a technician to repair the springs. After the technician
  adjusted the springs, the consumer called back shortly thereafter, stating the
  repair did not hold. Consequently, the service request was forwarded to the
  parts department to order replacement springs (see attached screenshots).
  

  We were in the process of ordering the springs, but the
  consumer declined, citing advice from multiple technicians that the sofa could
  not be repaired and needed replacement, which is not accurate. We intended to
  address the spring issue, as the springs were available for order. The
  technician could have installed them successfully. As mentioned in our previous
  response, we are now proceeding with the replacement of the sofa. The retailer
  will contact the consumer to arrange the replacement.

  Customer Answer

  Date: 10/10/2024

   
  
  Complaint: 22318206
  
  
  
  I am rejecting this response because:

  wow this is another lie. I never rejected anything and I have proof it was from pet damage not ANIMALS I have 1 pet to be clear. The tech told us 3 times this couch needs replaced that your wasting your time trying to repair it. This is so unfortunate I had to make a complaint with BBB to be heard. Now you’re saying I’m getting the replacement? Well that means I bring this couch back to surplus store and I will have a credit waiting for me. This takes less than a hour to complete and have my credit waiting at the store for me to go get my replacement new couch!! What time can I head to the store to drop off the damaged couch and pick up my replacement? I talked to the store and they said as soon as you guys send the email which has not been done yet like your saying. Stop changing things around. You never once said anything of this to me. I have all proof 
  
  
  
  Sincerely,
  
  
  
  Breann Tait

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are the warranty company on my newly purchased furniture. I filed a service request on 8/1/24. Waited 4 days then called to be told in process. Emailed 8/15/24 for a status update as still had heard nothing. 8/19/24 technician finally comes. He cant help us. 9/5/24 I email again to ask for status update. 9/6/24 they respond saying ordering parts will contact me in 5-7 business days. 9/17/24 I email again asking for update. They rudely respond. I have been unable to use my furniture for over 45 days and this company only contacts when asked for an update. No one answers phones. They owe me a refund for the warranty contract and a new loveseat.

  

  Business Response

  Date: 09/23/2024

  Thank you for the opportunity to address the complaint filed by the consumer. We take consumer concerns seriously and deeply regret the frustration the consumer has experienced.
  

  Initially, ServeCo was not aware that the consumer purchased the unit "as is," which led to a misunderstanding in our service process. As a result, we directed the consumer back to the store, causing delays in addressing the service request. Once we learned about the "as is" condition, we promptly moved to order the left side facing mechanism for the unit.
  

  We understand that the consumer has been unable to use her furniture for over 45 days, and we sincerely empathize with her situation.Having functional furniture is essential, and we recognize the impact this has had on her day-to-day life.
  

  We appreciate the consumers patience and understanding during this process, and we are committed to resolving this matter as quickly and effectively as possible. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22314119
  
  I am rejecting this response because: they originally sent a technician 3 weeks after my initial service request which would only have been sent for an as is situation. Why would they have sent someone. This as is idea did not come along until after I filed my BBB complaint asking to be refunded. This company has been stalling from the very beginning and only does anything after I contact them over and over. My attachment is just one of many emails that proves they were supposedly servicing this situation. This company should still resolve the situation and refund me. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/25/2024

  We would like to clarify that the "As is"condition was not stated on the invoice receipt provided to the consumer, which led ServeCo to proceed with the service under the assumption that coverage was applicable. Our intention has always been to assist the consumer, once the confusion cleared, we moved forward with ordering the part needed for repair.
  

  However, we are unable to process a refund at this time if the consumer is still requesting service. If the consumer prefers to receive a refund for their Protection Plan, we can cancel the part order, process the refund on the Protection Plan, and close out the service request.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec. 2020..My wife contacted COVID and spent a month in the hospital. She is a COVID long hauler and is on oxygen and has been told by her physician to keep her feet up as much as possible. She needs her chair repaired because of this. The chair was purchased from ******** in **** 8/2019. The $2350.00 chair begin having problems in Dec. 2023 and we begin trying to get it repaired. We finally got in touch with Serveco in Jan./2024 and got an appointment for someone to see what the problem was. The only thing working was the headrest. They had us take pictures and send to them. Then we had to wait for a part to be delivered. Service person came and said if he repaired that part it would mess up another part so he need to order another part. It was obvious that he wasn't to interested and told us he was leaving the company in 2 days but he would order the part. We waited on the part then another tech came 3 weeks later and he replaced one part but still needed another because all the parts were plastic and needed to be replaced with metal parts. We got more parts and a third guy came. He fixed the foot part but said it needed a new motor because the headrest worked off the mother. Note he was the one!y one that seemed to care about my wife's condition and need. We never got a motor a ND now Sept 18th and we're told it is not in warranty. BUT IT WAS IN ******** WHEN WE FIRST STARTED TRYING TO GET IT FIXED BECAUSE WE PURCHASED THE EXTENDED WARRANTY. The warranty should be good thru 8/24. There is no other damage that we are asking to be repaired except the mechanism under the chair. What else can we do short of getting an attorney involved?

  

  Business Response

  Date: 09/19/2024

  We take customer feedback seriously and appreciate the opportunity to clarify the situation regarding the service request for the ******** chairs.
  

  The consumer purchased three chairs:
  

  Style Number 1HR582 - ************** Recliner with Power Headrest, delivered on October 11, 2019, from our Reno location (Serveco contract).
  

  Style Number 41P720 - ****** Power Recliner Chair and a Half, also delivered on October 11, 2019, from the same location.
  

  Style Number P10502 - ****** Power Rocking Recliner, purchased in **********
  

  After receiving the service request, our technician assessed the situation. The consumers third chair, the ****** model, does not match the style numbers of the chairs covered under the service contract from the Reno location. This is likely why the parts sent were incorrect, as the consumer provided tags for a different chair rather than the one needing service.

  We have communicated with the consumer, requesting photos of the tags from their wifes chair to ensure it aligns with our records. We have not received that information yet. 

  To address this issue, we will dispatch a service technician to confirm the specific chair that requires service. According to the technician's report, the chair in question appears to be the one from the ********* location, which is not covered under the service contract.

  We are committed to resolving this matter and assisting the consumer within the bounds of our service agreements. Thank you for your understanding as we work to address this issue.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a chair from ******* with a 5 year warranty from serveco. I have followed all there procedures only to be run around on.

  

  Business Response

  Date: 09/18/2024

  We greatly appreciate customer feedback, as it helps us enhance our services and better meet expectations.
  

  The consumer submitted their service request on September 6, 2024, and received a confirmation email on the same day. Upon reviewing the request, we noted that additional documentation was needed and sent another email on September 10, 2024,requesting the remaining documents.
  

  The consumer provided all necessary documentation except for the manufacturing tags.

  On September *******, we sent triaging steps to help isolate the issue while we awaited the arrival of the tags. Please find the relevant email included below:
  

  We trust this message finds you well. We appreciate your reaching out to us regarding the issue with your Power Furniture. In order to assist you more effectively, could you kindly provide the following information:
  Power Supply Verification:
  Is the unit plugged directly into the wall outlet?
  Is the green light on the power supply illuminated?
  Motor Engagement:
  When you press the button on the side, does the motor engage at all?
  Can you hear the motor running when the button is pressed?
  USB Switch Functionality:
  If there is a USB switch on the side of the recliner's switch:
  Can you confirm if plugging a phone cord into this switch charges your phone?
  Gathering this information will help us better understand the situation and provide you with the appropriate guidance to address the issue. Your cooperation is greatly appreciated.
  If you have any additional details or concerns, please feel free to include them. We are here to ensure your recliner concerns are resolved promptly.
  

  We did not receive a response to our previous email. However, the consumer called on September 18, 2024, and spoke with a service advisor who informed them of the additional documentation needed,specifically the manufacturing tags from the unit. Having these tags allows us to order parts upfront, which streamlines the service request process and avoids the need to dispatch a technician to obtain the tags.
  

  The manufacturing tags were received after the call on September 18, 2024. The service request has now been forwarded to the manager of our intake department for further review of the troubleshooting questions with the consumer. Understanding the exact issue will help us limit the possibilities for the damage and allow us to identify and order the necessary parts more efficiently.

• Initial Complaint

  Date:09/17/2024

  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.

  In 2020, I purchased a 5-year warranty plan that covers kid/pet damage to our sofa. I noticed tears on multiple cushions after our kids/dogs were jumping around on the couch.I dont even care that the wrap of each cushion is so taught, and nearly every week, I have to slide the cushion covers halfway off, realign them, and pull the cover back so the zipper doesnt stick up on the top.This company is refusing to cover the damage on 2 cushion covers. Thats all Im asking for. Surely this is WAY less than than $500+ we paid for the coverage we arent even getting.I called after I received a PDF explaining why they wont cover it (they seem to think this is an over time use thing.Dont tell the customer everything is covered for 5 years. What a bunch of misleading text, and ServeCo should be ashamed of taking money out of consumers pockets. I guess this is why people dislike insurance companiesthey never want to pay for anything.Also, the phone number in the confirmation email they gave me upon purchasing this was a phone s*x line! I swear I am not making this up. My wife can confirmshe heard it too. What the heck?!? I had to do a bit of digging just to talk to someone at ServeCoare they even a legit company?

  

  Business Response

  Date: 09/24/2024

  ServeCo regrets that the consumer had a less than exceptional experience, and we appreciate the opportunity to address their concerns. The consumer submitted a service request stating, Multiple cushions are ripped at the seams when prompted for the cause of damage the consumer reported, Dogs/kids jumping on couch.
  

  The consumer purchased the ********** Plus Pet Protection Plan, which covers a wide range of accidental damages, including those caused by pets. However, after careful review, we found that the reported damage does not align with the specific terms and conditions outlined in the service contract.

  As a result, we are unable to approve the request for service at this time.
  In the Protection Plan referring to section WHAT IS NOT COVERED listed under, IMPROPER MAINTENANCE, CARE OR MISUSE it states, Stains or damage resulting from the improper use or misuse of furniture, including the use of furniture beyond the purpose for which it had been designed.
  

  Also listed under, WHAT IS NOT COVERED referring to section, WEAR & TEAR CAUSED BY REPEATED USE (OVER TIME) it states, Pilling, pulls, snags, seam separation,or fraying of fabric.
  

  Seam separation is specified as a non-covered issue in the Protection Plan. The consumer reported that the seam separation resulted from kids and dogs jumping on the unit, which constitutes improper use. Therefore, any damage arising from this activity is not covered by the Protection Plan.
  

  ServeCo would like to emphasize that the Protection Plan remains valid for any future service requests that fall within the terms and conditions of the plan.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** Request #****** 9/5/2022 Purchased 2 ******************************** from ******* in *********, **. Purchased ********** VIP 5-Year Gold Protection Plan (ext svs warranty) for both for $309.99. 7/14/24 One chair quit working. When you pressed the button, nothing happened. Called the ServeCo. I was directed to website to file a claim. 7/15/24 ***************** Request for the chair. Rec'd email: Thank you for contacting them. Service request #****** has been rec'd & is being evaluated. Rec'd email from ServeCo that they need one clear photo of the entire unit & the mfg tag attached to furniture - I uploaded photos; Rec'd Thank you for submitting documentation.7/22 Checked SRS - Add'l info is required. Please upload photos entire piece of furniture, damaged area, sales receipt, warranty, & the mfgs tag - Uploaded photos; Attachments uploaded successfully 7/21 Rec'd email from ServeCo request add'l info questions: 1.Power Supply; 2. Motor Engagement; & 3.USB Switch ...7/23 Emailed response: 1 Unit IS plugged into wall outlet. The green light IS LIT; 2 ********* DOES NOT do ************** CAN NOT hear anything; 3 There IS NOT a USB switch 7/26 Called ServeCo *** they will be ordering parts a motor. I should receive an email within a week when the parts have been ordered (they are in the que/queue) & expected ship date; usually ***** business days.8/1/24 Email requesting photo of the mfgs tag so correct part can be sent. Uploaded photo 8/7/24 Email from ServeCo asking same questions I answered on 7/24. ***lied with same responses 8/19 Called The lady said they did not receive my email; I answered same questions again. She said they would be ordering a motor & switch (in the que/queue). I should receive an email, etc. 8/23 Called The guy on the line said they will be ordering parts ******************* (in the que/queue) etc.9/3 Still no email response that the parts have actually been ordered!

  

  Business Response

  Date: 09/09/2024

  ServeCo wants to apologize for the delays and any inconvenience the consumer has experienced throughout this process. It is important for us to receive all required documentation and photos upfront to ensure that we avoid unnecessary technician visits and accurately order the correct parts.

  This helps us streamline the process and address your concerns more efficiently.
  We understand that the extended timeframe and the process did not meet the consumers expectations,and we sincerely apologize for that.
  

  The service request has in fact been updated, and the parts needed for repair (hand wand and motor) have been confirmed to be ordered. We are committed to getting this resolved as swiftly as possible. As soon as we have an estimated shipping date, we will provide the consumer with that information as well. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22231944
  
  I am rejecting this response because: They have been telling me for 6 weeks that the parts are being ordered. I don't believe them any more now than I did before. I will accept their response when the parts are actually ordered and received and I receive instructions from them for the service call. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/13/2024

  ServeCo has received confirmation from the manufacturer that the necessary part has been ordered. The order number is P/O#******.
  

  The manufacturer estimates that the part will ship within ***** business days. Once the part arrives, the consumer can contact ServeCo to schedule a service technician for installation.
  

  We have attempted to reach the consumer via phone and left a voicemail to provide this update.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22231944
  
  I am rejecting this response because: They keep telling me the part has been ordered. I still do not believe them. When I read other complaints against them this is common practice - delay, delay, delay.  I will not accept the response until the chair is repaired. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service plan for furniture stains/problems from lazyboy furniture. This was a five year plan. I had a couple months left on plan. My dog started to lay on the arms of 2 recliners- because I had sold my couches and was waiting for new special order furniture. The arms were getting stained by saliva. They denied claim- even tho dog saliva is covered by their plan.

  

  Business Response

  Date: 08/29/2024

  We understand that the consumer's experience with their Protection Plan has fallen short of their expectations,and we sincerely apologize for any frustration this has caused. We appreciate the opportunity to address their concerns. The consumer submitted a service request on 8/23/2024, reporting issues with the footrest not closing and pet stains on the arms of two recliners where the dog rests its head. Its important to note that the consumer purchased the ******************* Plus Pet plan, which does not cover power-related issues.
  

  Addressing the other issue reported, the consumer explained the dogs would lay on the arm of the recliners and due to them laying the chairs started to show signs of staining due to their saliva. The staining the consumer called in did not come from a specific incident but rather overtime from use. Per the ******************* Plus Pet, listed under, WHATS NOT COVERED referring to section titled, Wear & Tear Caused By Repeated Use (over time) it states, Stains or damage caused by wear. Also listed under WHAT IS NOT COVERED referring to section titled, General it states, Any accumulation of stains or damage, including stains, damage, or soil buildup (as well as perspiration, hair and body oil) that occurs from repeated use, rather than from a particular incident.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture from Steinhafels in *******, **. We purchased the VIP pet warranty which states that the warranty company would repair, replace or refund the cost of the sofa in the event of pet scratches and if the sofa does not hold up to daily use. We have scratches and the cushions have sunk down so far that the sofa is very uncomfortable. I filed a claim on the sofa in late June and on July 31, a man named ****** from Premier furniture came out and determined the sofa needed to be replaced. He promised to get back with us in 2 to 3 days. That never happened. I emailed them and there was no response. Two weeks later, U called ServeCo about the situation. They told me that they would call me back the same day-they never did. I called again and was placed on hold for over an hour and never got through. I emailed the company and all they did was ask when the scratches occurred. I responded that it was over a 2 week period and they never responded. I have since reached out via email and phone several times and there has been no response.

  

  Business Response

  Date: 08/28/2024

  We want to express our gratitude to the consumer for bringing their concerns to our attention. We sincerely apologize for any frustration experienced with their service request and understand how disappointing this situation must be.
  

  We can confirm that the necessary parts for the sofa have been ordered, including the left-side facing seat core & casing, middle seat core & casing, and right-side facing seat core & casing.
  

  We have contacted the consumer and reviewed the service request in detail, addressing all their questions. The consumer now has a clear understanding of the status of their request and has been provided with direct contact information for our ServeCo ********************* should any further questions or concerns arise.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22204382
  
  I am rejecting this response because: No one has contacted us at all! We were also told that the sofa would be replaced and the scratches fixed. How is that possible? Also the cushions for the sofa are attached, how can you replace them without replacing the entire sofa? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/28/2024

  It appears there may have been some miscommunication between the consumer and her husband. This morning, we spoke with him for over 10 minutes to thoroughly review the service request, and he took notes to discuss with his wife.
  

  Regarding the sofa, the scratches reported are unfortunately not covered under the Protection Plan. The service technician identified extensive cat scratches throughout the unit that are not attributed to a single incident.
  

  According to the ***************** Care VIP Pet Protection Plan, under the section "WHAT IS NOT COVERED," it states: "Any accumulation of stains or damage, including stains, damage,or soil buildup (as well as perspiration, hair, and body oil) that occurs from repeated use, rather than from a particular incident."
  

  However, the compression in the three seat cushions is covered, and we have already ordered the necessary parts. Once the parts arrive, our service technician will schedule a visit to install the new attached seat casings and cushions.

  Customer Answer

  Date: 08/28/2024

   
  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. However, when i previously reported scratches i was told that they were not covered and to contact the warranty company when there was sufficient damage and that they would come back up to three times to repair. We were lied to
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/25/2024

  Type:Delivery 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 June 17, 2024 I contacted Serveco for service on a malfunctioning ******** reclining sofa, under extended warranty protection. I provided all the information they requested, which included taking a picture of a product label in an awkward location. I then heard nothing until I called them back around July 15. They told me that my request had not been properly entered in their system. They then ordered a part and told me to call back when I received the part, which I did three days later. They then assigned a technician from another company (TCW), who did not arrive until July 31. He found that the part was not the problem, and ordered another part through Serveco. I received the part about August 15, and immediately called TCW, who told me to call Serveco, which I did on August 16. They promised to assign a technician within 48 business hours, which they did not. I called back both TCW and Serveco, and have had no response from either firm.The technician who came out on July 31 did not know how to pair a remote control with the sofa, which is basic information given to product owners.In summary, Serveco is not timely, does not return calls, and sends poorly trained technicians.I have a trail of emails that document this, if needed.

  

  Business Response

  Date: 08/28/2024

  We understand that the consumer's experience with their Protection Plan has not lived up to their expectations,and we genuinely apologize for any frustration this has caused. We want to provide a clear overview of the steps taken so far and reassure the consumer that we are committed to resolving the issue.
  

  The consumer submitted their service request on June 17, 2024, and received an acknowledgment email that same day,informing them to allow 48 hours for review. On June 20, 2024, we reached out for additional information needed to proceed with the request. After receiving the necessary documentation on June 28, 2024, there was a delay until July ******, when we placed an order for a remote control.
  

  When the consumer called in, they reported that the remote for the right-hand recliner was not functioning despite following the re-pairing instructions, although the preset buttons on the sofa still worked. Based on this, we ordered a new wireless remote. Once the parts arrived, we opened a service order on July 19, 2024, and scheduled a technician visit for July 31, 2024. During this visit, it was found that the new remote did not resolve the issue, and additional parts (a remote dock and control box) were required.
  

  We ordered these parts, with an estimated shipping date of August 12, 2024. Once the parts arrived, a new service order was opened on August 16, 2024, and the consumers service appointment is scheduled for August 30, 2024.
  

  We sincerely appreciate the consumers patience throughout this process and are doing everything possible to ensure the issue is resolved promptly.

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22192455
  
  I am rejecting this response partly because Serveco's recitation of the history is not accurate. This is in part due to at least one failure in Serveco's system, as explained to me by a Serveco representative over the phone. However, I am rejecting this response because the entire experience was slow, and I had to keep contacting Serveco to move the process along.
  

  It appears from Serveco's history that there was a total 11-day delay, from June 17 to June 28, in my providing additional information required. In fact, that is not true. Upon opening service request ****** on June 17, I was immediately requested to upload pictures of the manufacturer's tags on the furniture and the original sales order. The Serveco Web site would not accept my uploads, so I gave up. On June 20 I received an email requesting the photos, which I successfully uploaded this time on June 27, which I confirmed with a phone call. The representative I spoke to diagnosed that a wiring harness was needed and the part would be ordered. By July 3 I had heard nothing further from Serveco, so I called, and the representative told me that, although my upload of the required documentation succeeded, nothing had been entered into the system, and she would take care of it. I received confirmation that parts were ordered on July 15, 12 days later. I received the parts on July 18, and was surprised to find a new remote in the box, as I was expecting a wiring harness. Nonetheless, I emailed Serveco and they assigned a technician on July 19. The rest of Serveco's history is accurate.

  In between just about every communication with Serveco I was asked to attempt to re-pair the remote, which was clearly not the problem and which is a tedious task.

  I am happy to report that the technician came again on August 30 and successfully completed the repair.
  

  Nonetheless, my complaint stands. My complaint of poor customer service is based on the following:

  --a Web site that would not reliably accept uploads of information requested from the consumer

  --a system that apparently did not record that I had provided the required documentation, thereby causing a delay

  --reliance on offsite diagnosis of problems which were (a) lost (no wiring harness was ordered) and (b) incorrect (neither a wiring harness nor a new remote control fixed the problem)

  --a delay of 12 days between assignment of a technician and the technician's arrival for the first visit.

  --a delay of 30 days between the technician's first visit and second visit.

  --a total of 74 days from the original service call to completion of the repair, for which I take responsibility for 7 days, the time between when I was asked to upload information a second time and the time I completed the upload. During that 7-day interval we had my daughter's wedding, which clearly preoccupied me.

  I had had a problem before this one, where I called ******** and they supported their product directly. I called, a technician arrived within a day or two, diagnosed the problem correctly, and showed up about a week later with the correct part, which he installed and fixed the problem. Why couldn't Serveco do the same?
  

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

  

  Business Response

  Date: 09/09/2024

  ServeCo sincerely apologizes for the delays and the inconvenience the consumer experienced with their service request.
  

  ServeCo is glad to share that the repair was successfully completed on August 30. However, we completely understand that the extended timeframe and the repeated issues with our system and website were frustrating. We regret that the delays in our service did not meet the high standards we strive for.
  

  Please be assured that we have addressed the issues that led to these delays. We are committed to improving our processes to ensure that future experiences are handled more efficiently and effectively.
  

  Should the consumer encounter any issues in the future, please do not hesitate to reach out to us directly. We will make it a top priority to address their concerns promptly and ensure that their experience is much smoother and more satisfactory.