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Complaint Details
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Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought fabric lifetime insurance on my couch when I purchased it 10 years ago. It was my understanding from the salesperson that should my couch be damaged, this insurance would cover the cost to assess repair, repair or refund the original purchase price. Fast-forward to this summer, I moved from ****** to ****** and my couch was damaged in the process. There is a tear in the front (not along a seam) and a dirt spot on the corner. I filed the claim with Serveco. The claim was denied with the following reasoning provided:Timeframe-request was submitted outside of the 30 day timeframe specified in your warranty Accumulation-Photos indicated multiple areas of damage that are not consistent with a one-time specific incident but show accumulated damage over time Not Covered-your warranty does not cover the type of damage submitted in your request, i.e. pet damages with a non-PET coverage warranty Repetitive animal damages-repetitive animal damages are considered preventable occurrences and are therefore not covered under your PET warranty Expired Warranty Unknown - origin or cause of damage(s) are unknown None of these are applicable. These damaged were caused by my move. I called the customer service line and left multiple messages. No return calls were made. I have no other option to reach customer service to counter this.
Business response
07/29/2024
The message the consumer received is a standard notification that appears when a service request is deemed ineligible. This message is generated by the online portal and indicates that the request is not covered, with potential reasons listed. For further details about the service request, please contact ServeCo directly. We looked into the consumers service request,and it states, Area on front of couch ripped and stain on corner of the couch due to the movers. The service contract covers accidental damage from in home use.Listed in the Lifetime Fabric Protection Plan listed under WHATS NOT COVERED referring to section, 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. Followed by, Stains or damage that occur while the furniture is not located within Your residence.Customer response
07/29/2024
Complaint: 22055529
I am rejecting this response because: damage occurred within my residence. You are assuming that the damage occurred in transit.
Sincerely,
*********************************Business response
07/29/2024
There were no specifics as to where the damage occurred,just that the consumer moved from ****** to ****** and the cause of the damage was listed as Movers. The consumer also noted, I moved from ****** to ****** and my couch was damaged in the process.
Please note that any damage resulting from moving the furniture, whether inside or outside the home, is not covered under the protection plan. Listed under WHAT IS NOT COVERED referring to section titled ************************** or Misuse it states, Stains or damage resulting from the improper, in-home movement of furniture.
Customer response
07/29/2024
Complaint: 22055529
I am rejecting this response because: couch was in my home at the time of damage. While opening my couch from packaging, it was damaged with a knife. It was in my home.
Sincerely,
*********************************Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 22, 2021 I purchased several pieces of furniture from Surplus Furniture And Warehouse ******, NS.I purchased a 5 year pet warranty against pet damages.A few weeks back our 3 cats went nuts and damaged the corners of both couches.I contacted Servco for warranty service and they denide the claim for any or all of the typical answers they provided which do not apply or are not accurate. Your Service Request has been evaluated and was found to be Not Qualified for service under the ****************** of your specific warranty. Most common reasons for a request to be found Not Qualified are:Timeframe-request was submitted outside of the 30 day timeframe specified in your warranty Accumulation-Photos indicated multiple areas of damage that are not consistent with a one-time specific incident but show accumulated damage over time Not Covered-your warranty does not cover the type of damage submitted in your request, i.e. pet damages with a non-PET coverage warranty Repetitive animal damages-repetitive animal damages are considered preventable occurrences and are therefore not covered under your PET warranty Expired Warranty Unknown - origin or cause of damage(s) are unknown For additional assistance, please contact **************.8 They do not contact you about there decisions you have to go and look to find info.I called and talked to a **************** Rep that tool my info and passed it on to their supervisor who said thier supervisor would reach out to me.14 Days later, no response.I want the damaged fixed which is what I paid $200 for the coverage for.HetrBusiness response
07/25/2024
The consumer submitted a service request citing pet damage to both arms of the loveseat and sofa, as well as additional damage to the seat cushion. Despite owning a ********** VIP Pet Protection Plan, the service request does not qualify for coverage under the terms outlined in "WHAT IS NOT COVERED," specifically citing *************************** or Misuse." This section excludes coverage for stains or damage resulting from extensive activities such as cuts, rips, teething marks, tears, and ink or pencil damage. Given the damage spans across five areas, it has been determined that this service request is ineligible for coverage.Customer response
07/25/2024
Complaint: 22036326
I am rejecting this response because:The split in the seat was not caused by the pets but slit from being pulled apart by my **** cheeks
And once again under oath I say again the cats went nuts I presume all 3 on night of June 26, 2024. We came down to find thedamages in morning and reported to you a week or so later.
Nothing less than repair or replacement will be acceptable.
You are calling me a liar in uncertain terms as you deny what I have reported and do not appreciate.
I have filed a complaint with Surplus Furniture as well.
Research shows you have a history of refusing coverages.
Sincerely,
*****************Business response
08/05/2024
ServeCo apologizes if our communication gave the impression that we were questioning the consumers honesty. The damage spreads across both arms on both the loveseat and the sofa and there is also damage to the seat. Despite owning a ********** VIP Pet Protection Plan, the service request does not qualify for coverage under the terms outlined in "WHAT IS NOT COVERED," specifically citing *************************** or Misuse." This section excludes coverage for stains or damage resulting from extensive activities such as cuts, rips, teething marks, tears, and ink or pencil damage. Given the damage spans across five areas, it has been determined that this service request is ineligible for coverage.Customer response
08/05/2024
Complaint: 22036326
I am rejecting this response because:Once again we were in bed while this happened and found it that way in morning so maybe it happened over a span of 8 hours, no more.
The split was not even what I was looking to have covered as I did that from sitting there, it was the cats damage I was looking to have repaired.
So I guess if over 8 hours while we were sleeping is considered over a period of time, and are our so called misuse and improper care, then I guess we are at a stalemate.
Unfortunately this insurance plan is very unreasonable and unrealistic in what they don't cover and what they don't cover and otherwise cover nothing.
Sincerely,
*****************Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a couch from ******** with the ServeCo warranty. No phone number found online or given by the ******** store is valid. If you do manage to contact them the email they ask you to send additional information to, is also invalid.And even if you put in all the work and effort to actually get an email that works, they give you the run around on actually getting your product serviced. Ive never regretted purchasing a protection warranty but wow. This company is straight trash. Ive been trying to contact this company for a few weeks and am struggling to get anywhere with this company. For reference, the following phone numbers are not valid, these are the only numbers found for the company. The email is directly given by the company which is also invalid. ************ ************ upload.serveco.comBusiness response
07/24/2024
ServeCo has sent multiple emails to the consumer requesting the necessary documents to proceed with their service request. We have confirmed that the link provided to the consumer is operational, as we have tested it recently, and both phone numbers provided are active ServeCo main lines.
We are unclear about the consumer's statement regarding the numbers being invalid. To move forward with the service request, it is essential that we receive the required documentation. I have escalated the service request to the manager responsible for overseeing the service request intake process. They will be reaching out to the consumer to explain what is needed to process their service request promptly.
Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered my ****** sofa from Joybird in September of 2020. At that time I purchased the Life Happens warranty (see images). This is a 5-year warranty and, among other things, covers small *****. On June 3rd, 2024, I filed a claim because my sofa cushion received a small burn and I would like it repaired or replaced. Since then, I have contacted ServeCo almost every single week and gotten the run around. I was told they would replace the cushion, then I was informed that they cannot replace the cushion because Joybird does not make the sofa in Key Largo **** (fabric color) any longer. I was told by an employee in their parts department that Joybird would replace the sofa, since it cannot be repaired. The last three times I've spoken to them I've been sent to claims resolution where *** has given me the run around. Every time I speak to her she tells me she will call me back and every time she has failed to do so. She keeps telling me she's confused by the claim and her manager needs to look at it, but will not tell me why it's confusing or what steps have been taken to resolve it. I'm exhausted trying to work with them. Serveco need to replace the sofa as promised, since it is not possible for them to repair it. Otherwise, they needs to refund me for the sofa so I can replace it. Either way, it has been nearly two months and I want my sofa fixed, as the warranty promises it will be.Business response
07/24/2024
ServeCo apologizes for the delay in advancing the consumer's service request to the next step. We have submitted an authorization for replacement and forwarded it to Joybird for processing.Customer response
07/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted the business on here before and we resolved the issue with the company stating they were sending a replacement seat cover for my couch. However every time I call they say it can take up to 12 weeks to ship. It has been long over the 12 weeks and they keep telling me the same thing. Thinking they are just blowing me off at this point. The last complaint on here with you guys and them was #******** ************ was my phone number /claim number within serveco company for the replacementBusiness response
07/25/2024
Serveco submitted a part order request to the manufacturer for the left side facing chaise with leg rest on 3/29/2024 referencing service request number ******. Once we place an order, we rely on the manufacturer to fulfill it. As the manufacturer is overseas and ships parts in bulk containers,delays can occur if the container is not full. Consequently, it may take several months, or occasionally longer, for parts to arrive. We have contacted the parts department to request an estimated time of arrival (ETA). We will update the consumer as soon as we receive more information.Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a recliner on 12/23/19 from chucks furniture. Bought a 10 yr fabric warranty but wasn't given a pamphlet stating what was covered.The fabric started to peel. I do believe due to a heating pad. Serveco was called on 4/9/24.I got an email asking for pics which I sent.Was told a service advisor was evaluating & would hear within 3days.Nothing.Called on 4/19& spoke to *****************said everyone was out to lunch & will call back.nothing.Got a text-someone would call in 48hours.Nothing.Called back on 5/7 & talked to ***********said they were ordering parts&when the parts arrive a tech would come & repair it.Nothing. Called on 5/24& talked to ********.She said she would send a note to mgmt.to see the availability of parts.she said someone would call-nothing.Called back on 6/25 & talked to *****.She said it would take ***** wks total but wait 4 wks because the manufacturer needs to make parts.Got a phone call on 6/27 from ****** &said that it wasn't covered &she would refund me the price of the warranty for $199. She didn't give me an option. said they just wanted to make a "gesture" about ordering the parts.Come to find out, I had received an email on 6/26/24 but didn't read it until after I talked to ******, stating that our recliner has been authorized for replacement, so I didn't cash the check because I would prefer the recliner.Called chucks furniture & talked to ***** & said that they were waiting to order the recliner.Called serveco on 7/8 & they said it wasn't covered & transferred me to the resolution **** & spoke with *** saying someone would call within ***** hrs.Nothing.Called back on 7/16 & talked to ****** saying that the furniture wasn't covered & they weren't going to replace it.why were we offered this ***************** told us that it wouldn't be covered? She said that was between *********** furniture. Why would I question when we thought things were covered? I think this is a scam to all customers that buy this type of warranty. PLEASE HELP!Business response
07/25/2024
The consumer submitted a service request on 4/9, the service request was reviewed, and the damage description reflected, Color on the leather is flaking and rubbing off when prompted for the cause of the damage the consumer reported unknown.
The consumer purchased the Leather 10 Year Protection Plan,listed under WHAT IS NOT COVERED referring to section titled, General it states,Any stain or damage of unknown origin. The consumer was aware of this but pushed back so as a courtesy ServeCo moved forward with looking into and ordering parts. The parts were ordered, and it took a little over a month to get an update that the parts were no longer available.
After determining the parts were no longer available, the standard procedure would have been to close the service request. However, in our effort to assist, an email approving replacement was mistakenly sent. Upon realizing the error, we promptly contacted the consumer and offered a refund for the service contract, as the reported issue was not covered under the terms. The consumer initially agreed to this resolution.
The following day, the consumer contacted us again,asserting that the email obligates ServeCo to proceed with replacing the piece.We clarified that the email had been sent in error and reiterated that the reported damage did not qualify for service under the terms outlined in the contract. The consumer then changed their account of the damage, claiming it resulted from a heating pad burn.
ServeCo explained in the service contract listed under WHAT IS COVERED it states, Any cigarette ***** from a specific incident. No other ***** would be covered, and the consumer was explained this.
Despite ongoing escalations from the consumer, we were able to resolve the service request with the consumer agreeing to a $600.00 resolution pay out.
Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased furniture from Laz boy furniture company and purchased lifetime warranty protection and service on the furniture through laz boy with the company they use for the protection, ServeCo. It took only two years for the recliner we bought to break on the reclining part of the chair and ServeCo had us take pictures to send them with other info so we did. They also said after this process they would send someone out to fix it or decide if it can't be fixed to replace it with a new chair. They never sent anyone out, they just emailed that the part of the chair that was broken was not covered by the warranty. If the reclining part of a recliner isn't covered, than what is???Business response
07/25/2024
The consumer submitted a service request reporting, recliner is broken up inside it doesn't close properly whenever you try to bring it out of the recline position.
The service contract purchased, ******************** does not extend service to issues related to mechanisms and/or structural defects.
The complete coverage for the service contract is listed below:
WHAT IS COVERED:
This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVERED section of this Protection Plan that occurred as a result of a specific incident. Coverage is specific to the plan that You purchased. Please reference Your sales ticket (sales receipt) for the applicable plan code:
FABRIC: Plan Codes: USF, ICL, PLT, PP1, PP4, TCP, TPP
Any food or drinks normally consumed by humans
Human bodily fluids
Pet bodily fluids
Vomit
Gel pen
Highlighter
Crayon
Grass
Grease
Iodine
Shoe polish
Puncture, cut, tear, or rip from a specific incident
Any burn or heat **** from a cigarette or hot dinner plate LEATHER: Plan Codes: USL, PLT, PP1, PP4, TCP, TPP
Any food or drinks normally consumed by humans
Human bodily fluids
Pet bodily fluids
Gel pen
Highlighter
Crayon
Grass
Grease
Iodine
Shoe polish
Puncture, cut, tear, or rip from a specific incident
Blue *************** transfer
Newspaper print transfer
Any burn or heat **** from a cigarette or hot dinner plate
Wood: Plan Codes: WDD, PLT, PP1, PP4, TCP, TPP
Any food or drinks normally consumed by humans
Human bodily fluids
Any burn or heat **** from a cigarette or hot dinner plate
Any water ring caused by beverages
Any scratch, *****, or chip from a specific incident that penetrates the finish
Any lifting or bubbling of veneers from foods and beverages
Any chip or breakage of glass or mirrors
Loss of silvering on mirrors
Failure of integral electrical components in wall units or cabinets
Area Rugs: Plan Code: RGS
Any food or drinks normally consumed by humans
Human bodily fluids
Pet bodily fluids
EasyCare Pet: Plan Codes: TCP, TPP
Provides all coverage applicable to Fabric and Leather as well as: rips and tears caused
by petsInitial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I purchased my furniture from Lazy Boy I also purchased the $500 protection plan which according to the information we were given (Picture Attached), covered *****. We had an accidental burn and filed a claim. They denied my warranty claim because they only cover "cigarette *****". As you can see from the pictures, the information we were given simply says "burn". I believe this is a bait and switch tactic.Business response
07/11/2024
We appreciate the opportunity to address the consumersconcerns and provide clarification regarding the service request submitted. The consumer purchased a 5-year Fabric Protection Plan and is provided with a copy at the time of purchase. Specifically listed under WHAT IS COVERED referring to the section "Fabric Upholstered Furniture. The Protection Plan outlines coverage for "Any cigarette burn from a specific incident"
The consumer submitted a service request and reported I was using a flashlight and sat it down in the recliner and it got too hot and burned a hole in the backrest. Unfortunately, the Protection Plan does not provide coverage for any other ***** aside from a cigarette burn.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a "pet warranty" from ServeCo on my new JoyBird couch. When I turned in a claim, they simply said that they did not have to honor it because it was not a single occurance, which it is.Business response
07/01/2024
ServeCo regrets that the consumer is dissatisfied with the current status of their service request. Specifically,the consumer reported damage to their sofa, stating, "dog chewed three cushions and the arm of the couch." When asked for additional details, the consumer submitted an email stating:
From Email
*********************
To Email
********************************************************
The damage all occurred while we were on vacation. We dont allow the dogs in the living room normally but somehow,they got in. Two of the top cushions and one of the bottom cushions have tears.The arm on the right side if youre sitting on the couch is chewed up.
*****************
The consumer receives a copy of the Protection Plan at the time of purchase, which includes a comprehensive outline of the terms and conditions detailing what is covered and what is not covered. 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
While the consumer was away on vacation, the dogs caused extensive damage to the sofa throughout the duration of their absence. Since this occurred gradually over the vacation period and not as a single isolated incident, we are unable to proceed with the service request.Customer response
07/08/2024
Complaint: 21925324
I am rejecting this response because: the idea that the dogs chewed the couch for the entirety of our trip is wrong. The dogs are supervised and did the damage in one setting when they broke into the livingroom. They were locked outside of the livingroom when we left, got in and were locked out after the damage. It was a period of no more than six hours, for all we, and they know it took less than five minutes. The couch is not watched every minute of the day whether we are home, or not.They made that up to not honor the warrenty.
Sincerely,
*************************Business response
07/11/2024
Unfortunately, we have made the decision not to proceed with the service request. The damage is extensive, affecting multiple areas of the furniture down to the wood/frame. Additionally, there are numerous missing buttons throughout the unit and other signs of wear and tear. We regret that we cannot reach a resolution that satisfies the consumer, but we must adhere to the terms and conditions outlined in the service contract.Customer response
07/11/2024
Complaint: 21925324
I am rejecting this response because the fact that buttons are missing is due to the craftmanship of the article they insured, that is something they should take up with the manufacturer. The fact that they are changing the reasons they are refusing to honor their warranty says quite a bit about their business practices. Their first refusal was because the damage was not caused in "one episode" now that that argument fell short, they moved the goal post.I am not the first to have this complaint, the internet is full of them refusing to honor their end of the deal. The couch was beyond repair after the first bite came out of the arm, from then on, it was simply shot. The idea that they are piling on and saying that the damage is extensive does not matter in the least, what is the difference if the couch had one rip that rendered it unusable and unsaveable, two, or a million. Once the dog chewed the arm, the entire couch is shot.
They quite obviously are not going to honor their very expensive warranty, what is my next step?
Sincerely,
*************************Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We Purchased 2 leather electronic recliners from Steinhafels furniture in *******, ** in 2021. I Purchased a 5 year furniture warranty at the time of purchase at a cost in excess of $500. In September 2023, I submitted a claim for replacement of 2- core cushions with the warranty company - ServeCo- which were wearing unevenly. That claim has yet to be resolved despite several interactions with ServeCo. My husband and I are in our 70s. These recliners are the only furniture we have available. The unevenness of the cushions have contributed to hip and back issues. At this point, 11 months after initial claim submitted, our issue has not been resolved. Its obvious that ServeCos business model cant accommodate our warranty issue. *** reached out to *********** as well with no satisfaction. Im requesting a full refund on the purchase price of the recliners and the warranty that we purchased at Steinhafels. I need to replace the recliners asap.Business response
06/27/2024
We understand the consumer must be frustrated as it has taken longer than expected to receive the parts ordered for their repair.
The delay is due to unforeseen challenges in receiving these parts from our overseas manufacturer. Despite our best efforts, we have been at the mercy of their production and shipping schedules. However, we have received confirmation that the parts are scheduled to arrive within the next few weeks.
Please accept our sincerest apologies for any inconvenience this delay may have caused the consumer. Our team is actively monitoring the situation and will keep you updated on the progress of your order.
Customer response
06/27/2024
Complaint: 21884783
I am rejecting this response because:they have been telling me this for ************************************* almost a month about the issue. They have not addressed my request for a refund of my out of pocket monies spent on purchasing the 2 damaged l electronic recliners and the 5 year warranty. They should be negotiating for me for such refund with their vendor, Steinhafels Furniture. I have been at the mercy of ServeCo for 11 months. Obviously their business model is unable to accommodate their warranty guarantees in a timely manner. Im sure Im not their only consumer to be experiencing this.
Sincerely,
***************************Business response
06/27/2024
Unfortunately, we are unable to provide any additional alternatives at this moment. We have been instructed to proceed with waiting for the parts, which are expected to arrive within the next few weeks. We apologize for the inconvenience and hope to resolve this as soon as possible so that the consumer can enjoy the furniture as intended.Customer response
06/27/2024
Complaint: 21884783
I am rejecting this response because:this is a scam. Please reach out to ServeCo VP ************************* at serveco. Hes the one I've been dealing with re claim # ************.
his email address is:
***********************************
Sincerely,
***************************
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Customer Complaints Summary
274 total complaints in the last 3 years.
116 complaints closed in the last 12 months.