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.

close

Find a Location

ServeCo North America has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  5 - 740 Huronia Rd Barrie, ON L4N 6C6

• 

  ServeCo North America

  On File with BBB Somerset, KY 42503

  

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

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a sectional on 02/17/2023 from Quality Furniture and added extended warranty called SERVECO 5-8 year warranty. My sectional broke and SERVECO has gave me the round around stated the parts is back ordered. It has been over a year and my sectional is completely sinked in and NO repairs has been done.

  

  Business Response

  Date: 05/09/2025

  We appreciate the opportunity to provide additional context and address the concerns raised by the consumer.

  The consumer purchased a sectional from Quality Furniture on 02/17/2023 and subsequently submitted multiple service requestseight in totalregarding issues with the furniture. When the initial concerns were reported, the sectional was still within the one-year manufacturers warranty period. ServeCo communicated this to the consumer on several occasions, explaining that repairs during that time fell under the manufacturers responsibility.

  Despite this, new service requests continued to be submitted. As the furniture eventually moved beyond the manufacturers coverage period, ServeCo began processing the claim under the extended Protection Plan. We clarified that issues such as loss of foam resiliency are specifically excluded under the terms and conditions of the plan. However, as a courtesygiven that the spring-related concerns were first reported within the manufacturers warranty periodServeCo agreed to move forward with ordering parts to address the spring issue.

  It has been confirmed that the necessary parts have now arrived at the retailers warehouse. ServeCo is currently working with Quality Furniture to obtain the warehouse address so a technician can retrieve the parts and complete the in-home repair. We will be contacting the store today to help expedite this process and ensure timely resolution.

  We sincerely regret the delays the consumer has experienced and appreciate their ongoing patience. ServeCo remains committed to resolving this matter promptly and restoring the furniture to proper working conditions.

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Breeze *********

• Initial Complaint

  Date:03/05/2025

  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.

  I filed a service request with Serveco in January 2025. On January 13, I received an email notice they had received the request. They then asked for photos of the two chairs that need fixed. One chair is a glider swivel. The other chair is a swivel only. I sent the photos. Then on Jan 16, they asked for One clear photo of the manufacturers tag that is attached to the furniture on the bottom of the footrest. We do NOT have a footrest. I had to turn the chair up as the tag was underneath the chairs. I sent them all that they asked for. The swivel only chair is rubbing something underneath and the swivel glider is bumpy when your gliding. We hardly even sit in the chairs as they are in the living room and we are always in the family room. They also wanted where we purchased our chairs. We bought $75,000 worth of furniture and paid a large sum of money to ******** to be covered by anything Serveco would protect. I confirmed with my sales person at ****- boy if they were covered. She said they were. I also looked on my sales ticket showing that. So, on Jan 27 here is the answer I received.Hello, I hope this message finds you well. This is in regard to the service request you placed on your furniture. Your sales invoice does not reflect the purchase of a ServeCo Power/Mechanism Protection Plan, therefor we are unable to service your furniture. Please contact ******** at ************ to submit your request for the repair.Thank you and have a great day I replied right back,We do not have a power mechanism!What exactly are you saying? It shows on the ticket I sent you from ****- boy that it is covered by servco. I received no response. Unbelievable! I was then helped by a ****-Boy customer service to help me file another claim. We couldn't get it to work. She said she would put it in with ************ by ******** at no charge. That's great but we paid insurance through Serveco. This is despicable service from Serveco

  

  Business Response

  Date: 03/05/2025

  Thank you for providing us with the consumers feedback. We sincerely apologize if the details of the Protection Plan were not fully explained or reviewed at the time of purchase. We understand how important it is to have a clear understanding of what is and isnt covered, and we regret any confusion this may have caused.
  

  The Protection Plan purchased was the ********************* Protection Plan. To help clarify, here are the specifics of what is covered under this plan for leather:
  

  WHAT IS COVERED: This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection 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:
  

  LEATHER:
  -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
  

  According to the Protection Plan, it does not cover the failure of massage units, components, electric motors, or mechanisms.
  
  We apologize if this information was not fully communicated to the consumer at the time of purchase. We strive to ensure that all customers have a clear understanding of their Protection Plan, and we regret any misunderstanding. If there are any further questions or concerns, please dont hesitate to contact us.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SERVECO IS COLLUDING WITH ENGLAND FURNITURE AND GAVIGANS FURNITURE TO NO MEET THE OBLIGATIONS OF A FURNITURE WARRANTY FROM ******* FURNITURE. ****** IS TRYING TO CHARGE ME HUNDREDS OF DOLLARS FOR A WARRANTY APPROVED REPAIR. THEY ARE INTENTIONALLY STALLING AND CONTIUALLY BADGERING ME FOR MONEY EVEN THOUGH THEY WERE TOLD BY THE MANUFACTURER THAT THE REPAIR IS COVERED.

  

  Business Response

  Date: 03/04/2025

  Thank you for the opportunity to provide clarification on the situation as we work to resolve this matter and ensure that all the details are fully explained.
  

  It appears that the consumer's 1-year manufacturing warranty has expired, as their furniture was purchased in 2023. Additionally, we do not have a record of a Protection Plan associated with their purchase. Please note that ServeCo provides service to consumers who have purchased an additional Protection Plan, which extends coverage beyond the 1-year manufacturer warranty.
  

  We previously communicated this information to the consumer in an email, which outlined the following:
  "Hello,
  The parts may be under warranty through *******; however,the labor and administration fees are only covered during the first year of the manufacturers warranty. To proceed, we would need to collect the $35.00 processing fee. Do you wish to proceed?"
  

  Since the furniture is now outside of the 1-year manufacturer warranty, we are unable to begin any administrative work without the payment of the $35 processing fee. Once we identify the required parts, we will check if England will cover them.
  

  We hope this helps to clarify the situation, and we are ready to proceed once the processing fee is received.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23017309
  
  I am rejecting this response because:

  1.  The manufacturer informed you that the product is under warranty (5 years)
  2.  ********* stated you are the repair company for their sales (to include ALL warranty items regardless type)
  3.  YOU have the Obligation to abide by the warranty of the manufacturer as the representative of the seller
  4.  YOU continue to NOT DO anything until I PAY YOU, not the way a warranty works
  5.  YOU continue to NOT EVEN STATE what the total costs would be as you want to steal my money
  6.  NEITHER YOU OR the factory have resolved the problem.  SO I REMAIN INTENT ON GETTING JUSTICE.
  
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/04/2025

  ServeCo process manufacturing warranty work on behalf of ******** as long as the consumer is still within their 1-year manufacturer warranty. Unfortunately, the consumers warranty expired over 2 years ago, placing their request outside the eligible timeframe for warranty coverage. Some manufacturers do offer extended warranty coverage for the components of the unit, while others do not. That does not include processing or labor cost, it would just cover the components. 
  

  It seems the consumer may be misunderstanding, and weve made efforts to explain the process to the consumer. We also emailed the consumer an outline of how the non-warranty program works. We are unable to proceed with any assistance until the $35 processing fee is agreed upon and paid. Once this fee is received, we will be happy to move forward with the necessary steps to resolve the issue.
  

  At this time, ServeCo is closing the service request, as we are unable to take productive action without the processing fee being addressed.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a recliner from Lazy Boy Furniture and a service contract from ******. The chair will not recline and the power supply does not work. I have tried for 4 weeks to contact this company whom I was referred to by Lazy Boy and I have contacted them on at least 4 difference occasions for them to send me the part or send out a repairman. When I reached them when I called after being hung on at least three times after at least 20 minutes on the phone they sent me instructions to take pictures of the tabels and to upload them on an APP. I am 73 years old and had to get someone to help me as the labels were on the bottom and the chair is heavy. I have called three more times and the last lady said I woulld get a call today giving me info on the part. No call, for the third time Help!!!

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for the less than exceptional experience consumer has had with their service request so far. We understand how frustrating this situation has been, and we truly appreciate the consumerspatience.
  

  Wed like to provide an update, the part has been ordered, and the estimated shipping date was 2/26/2025. The part should be arriving to the consumers home within the next couple of days. Once it arrives, if the consumer needs assistance with installation, we would be more than happy to dispatch a service technician to ensure everything is fully functioning before they leave.
  

  Again, we apologize for the delays and any inconvenience caused. We are committed to resolving this as quickly and smoothly as possible,and we truly appreciate the consumers understanding. If you need any further assistance, please dont hesitate to reach out!

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Servco Fabric Protection Plan when we purchased our furniture through the Furniture Superstore and was told if ANYTHING happened our furniture it would be covered by this plan. Well, the couch we paid $2,398.00 has a small stain on the relaxer part of it. My wife proceeded to use water only and blotted the stain (no chemicals were used) and after doing so a hole started in the material. Serveco will not cover this under the plan and is telling us we caused the hole. In no way did we cause this issue besides blotting with water. Not a happy customer!!!! They are calling us a liar because they do not want to cover this and how in the world can we prove it differently. I guess you have to start video taping everything you do in life because when it comes to these warranty's the companies never stand behind them.

  

  Business Response

  Date: 02/24/2025

  Thank you for bringing the consumer's concerns to our attention; We take all consumer concerns seriously and would like to provide clarification regarding the service request and the consumers Protection Plan coverage.
  

  Upon receiving the service request the consumer indicated that a hole had appeared in the fabric of the relaxer, and in their own words,stated, "A hole in the fabric started on the relaxer and there is no reason for this to happen." This statement did not reference a specific incident or cause for the damage.
  

  We would like to highlight that the consumers Protection Plan outlines what is and isnt covered. Specifically, the "WHAT IS COVERED" section states, This Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection of this Protection Plan for fabric, leather, and vinyl upholstery and solid surface furniture that occurred as a result of a specific incident.
  

  Since the consumer did not report any specific incident that caused the damage, we were unable to move forward with processing the service request under these terms.
  

  Additionally, the "WHAT IS NOT COVERED" section of the Protection Plan clearly states Any damages of unknown origin is excluded from coverage. The consumer mentioned that the only action taken to the damaged area was blotting the area with water, which by definition is a method of lightly dabbing a stain without causing damage. This explanation was provided to the consumer during our call, yet they continued to insist that the hole appeared without cause.
  

  We would also like to point out under REQUIREMENTS FOR REQUESTING SERVICE it states, If a spill occurs, simply blot with a clean,dry cloth. If the stain persists, please contact **** before attempting any further cleaning.
  If the consumer did use water, as reported, this would be in violation of the terms and conditions of the Protection Plan.
  

  While we understand the consumers frustration, we must adhere to the terms of the Protection Plan. Furthermore, during the course of the call, the consumer became increasingly escalated and verbally abusive toward our service advisor. As a company, we expect all interactions to remain respectful, and we do not tolerate abusive behavior.
  

  As the situation was not covered under the terms of the Protection Plan and due to the escalation during the call, we have closed the service request on our end.
  

  We value consumer feedback and regret that this issue could not be resolved to the consumers satisfaction. However, we are bound by the terms and conditions of the Protection Plan, and we believe this decision is in line with our policies.

• Initial Complaint

  Date:02/05/2025

  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.

  This company is a disgrace almost 200 spent on a warranty that cant do anything. I just got scammed. Ive just read other reviews and nothing but bad things from this company. They should sue. Its sad that people and businesses scamming like this. 1400 dollars couch I purchase and a 200 dollar warranty to tell me somethings in the picture classified as not covered so unfortunately my warranty is in valid

  

  Business Response

  Date: 02/06/2025

  We value the opportunity to address this matter and clarify the decision regarding the consumers recent service request under the ServeCo Protection Plan.
  

  After a thorough review of the service request and supporting documentation, we determined that the condition of the consumers unit does not meet the criteria for repair or replacement as outlined in the terms and conditions of the Protection Plan.
  

  The consumer reported damage attributed to normal wear and tear. Under 'Damage Location,' the consumer specified, 'The middle of the couch, as well as the right and left ends, are damaged due to wear and tear.'The consumer also provided photos, which align with the reported issues. The images clearly show fabric snags, pulls, fraying, and seam separation.
  

  The ********** Protection Plan provides Service for accidental stains or damage from only the items listed in the WHAT IS COVEREDsection of this Protection Plan as the result of a specific incident.
  

  Referring to the section titled WHAT IS NOT COVERED listed under Wear & Tear Caused By Repeated Use (overtime) it states, Damage caused by wear such as, but not limited to, the following: Stains or damage caused by wear; Pilling, pulls, snags, seam separation, or fraying of fabric.
  

  ServeCo sincerely apologizes for any inconvenience this may have caused the consumer, but we must remain consistent on how we process our service request and abide by the terms and conditions. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22901619
  
  I am rejecting this response because: you scam me out of money. How is it a 5 year plan when you obviously going to see wear in tear so if its been 5 years when its only been 2 years and you dont think there going to be a little wear in tear but refusing to fix it is wrong or I want a refund (money ) of my policy that was in place. Youre scamming a lot of people and Im not the only that experience this issue. Out of 5 stars you are a 1 star company that should tell you something 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/06/2025

  I completely understand the consumers frustration, and I sincerely apologize for the inconvenience this has causedits never our intention to make the consumer feel unheard or dissatisfied with our services. According to the terms and conditions of the Protection Plan, wear and tear is specifically excluded from coverage. The issues you're describingsuch as fraying, pulling, and seam separationare explicitly listed under WHAT IS NOT COVERED in the Protection Plan. These types of damages are considered normal wear and tear and unfortunately, are not eligible for repair or replacement under the policy.
  

  We understand that this is disappointing, and we genuinely value our consumers and the trust they place in ServeCo. However, based on the policy guidelines, we are unable to process a service request for these particular issues. If the consumer would like to review the full terms and conditions of the Protection Plan with me, I would be happy to go over them with you in detail.
  

  In the meantime, I will forward the consumer's service request to our *********************** to calculate the pro-rated refund for their Protection Plan. Once I receive the details, I will promptly communicate with the consumer and ensure the refund is processed as quickly as possible.

• Initial Complaint

  Date:01/29/2025

  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.

  Purchased an extended warranty through ******** which covered the electronics of my couch and have an issue with one side. Serveco initially sent out *************** Furniture to assess the problem to which Premier recommended to replace a part (see attachment below for work order). This was done in April of 2024. I was told it would take 12 to 20 weeks. I called Serveco for a status update on the part in September. The associate on the phone was not able to track down the ordered part and told me that someone would reach out to me via email with an update. I have attachment my written follow-up back in September that was not responded to. I have made repeated calls to get updates with no luck. It is now January the status on their website states that my request is being evaluated. I would like some kind of response on when I might expect the new part so then I can take the next steps to have the technician come and do the required repair.

  

  Business Response

  Date: 01/30/2025

  Thank you for bringing the consumers concerns to our attention, we sincerely apologize for the delay in completing their service request. We understand how frustrating this situation has been, and we truly appreciate the consumers patience.
  

  After reviewing our records, we found that the part the consumer needed was indeed ordered and shipped; however, it appears that the part was never successfully delivered to the consumer. We deeply regret this oversight. We have since re-ordered the part, and it is now expected to ship with an estimated shipping date of January 31, 2025. Our resolution department has already contacted the consumer with this update.
  

  Once the part arrives, the consumer is aware to give us a call, and we will promptly open a service order and dispatch a technician to complete the installation.
  

  We are working diligently to expedite this repair to ensure the consumer can fully enjoy their furniture as it was intended.

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $599.00 for protection of our furniture that we received in May//June 2023 once our home was built. Our expensive recliner ($879) began peeling and cracking. We were told it is not under warranty because of wear and tear over time? Our furniture is not two years old so how can time be a factor? We are an elderly couple without children and no family nearby to visit! We want the recliner replaced or repaired. Thank you.

  

  Business Response

  Date: 01/30/2025

  We value the opportunity to address this matter and clarify the decision regarding the consumers recent service request under the ServeCo Protection Plan.
  After a thorough review of the service request and supporting documentation, we determined that the condition of the consumers unit does not meet the criteria for repair or replacement as outlined in the terms and conditions of the Protection Plan.
  
  The consumer reported that the leather on the arms and back of the recliner is cracking. This is specifically mentioned in the program as a non-coverage. Per the ********** VIP Pet Protection Plan 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: Cracking and peeling.
  
  Also listed under WHAT IS NOT COVERED referring the 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,
  
  After reviewing the consumer service request and the photos submitted this appears to result from an accumulation of human body or head oil.  The program does not cover this because, in this case, the finish has been compromised by a lack of maintenance or a buildup of contaminants over time and is not attributed to an incident.
  
  The process starts as a build-up of body/hair oils, environmental conditions, lotions, medication, etc., that excretes through human skin and hair. Once the topcoat finish has been affected by this condition, the leather begins to dry out and become brittle. With use, the leather flexes and moves; as this happens, the topcoat finish develops hairline cracks called fissures. These fissures allow the body, hair oils, and other contaminants to penetrate the leather finish and work under the topcoat. As this worsens, the topcoat starts to lose its bond with the epidermal layer.
  
  Over time, these fissures become noticeable cracks in the finish. Contaminates continue to penetrate through the cracks, causing the finish to peel from the epidermal layer.
  
  I hope this provides further clarity regarding our decision not to proceed with the service request for cracking and peeling of the leather. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22872442
  
  I am rejecting this response because:
  Serveco is showing racial discrimination stating hair and body oils as we are African Americans.  My husband uses a leather conditioner to maintain our furniture because we have always purchased leather furniture.  They completely lose sight of our not having the furniture for a long time and thus chair must have been a lemon from the onset.  It did nit crack/peel due to our negligence.  And no one perspires on our furniture.  Serveco is deliberately evading the fact that the furniture is practically new!  They are ripping customers off and have no intention of honoring ANY form of repair or replacement.  This situation warrants additional investigation.  My husband is a retired Master ******** Veteran,   and l a retired educator who have paid for FALSE INSURANCE and 
  what happens to people who cannot advocate for themselves!?  Their response is unacceptable.  Please advise what our next step should be.  Thank you.  

  Sincerely,

   

  
  ********* ********

  

  Business Response

  Date: 02/04/2025

  We take all customer concerns seriously and appreciate the opportunity to provide clarification.
  
  After a thorough review of the service request and the details provided, the service request was unfortunately deemed not qualified for coverage under our Protection Plan due to the specific issue of cracking and peeling leather. This condition is clearly outlined as an exclusion under the WHAT IS NOT COVERED section of the Protection Plan.
  
  We want to emphasize that the decision to deny the claim was based solely on the terms of the Protection Plan and was not influenced by any other factors. We understand that the consumer feels that their furniture may have been defective from the onset, but our assessment followed the guidelines specified in the Protection Plan.
  
  Furthermore, we take any allegations of discrimination very seriously. We would like to assure you that our company operates with the utmost respect for all consumer's, regardless of race, and that the reference to "hair and body oils" was purely related to the care instructions for leather furniture, not as a reflection of the consumers race. We regret that the consumer felt misunderstood, and we apologize for any miscommunication that may have contributed to those feelings.
  
  We have fully complied with the terms of the Protection Plan and have provided the customer with a clear explanation of why their service request was not covered. We remain committed to providing the best possible service and are open to further investigation should additional information come to light.
  
  Please let us know if you require any additional documentation or clarification regarding this matter.
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22872442
  
  I am rejecting this response because: ServeCo is evasive and inconsiderate of extenuating circumstances they should consider...  Again "time" of use is important.  Therefore, I would like to escalate this matter and currently investigating organizations.  Do you suggest an agency I can pursue?  please advise and thank you.

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

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair 7 years ago and purchased a warranty on the chair to extend the protection and service time out to 10 years. I reached out to the servicer of the warranty (ServCo) and provided the basic details to a need to utilize the warranty services. My description of the damages was short and I submitted photos along with it to validate my claim. Based upon my initial claim they sent back a denial with reasons to validate their denial of my request. Their reasons did not line up with what my claim was so I reached out to their customer service email to begin a conversation regarding the matter. Their customer service department sent back an email stating that they were going to stick behind their original determination despite them going off initial erroneous assumptions and judgments. I have requested them to either fulfill the obligations behind the contracted warranty or refund me the money for my initial purchase of the warranty that they are unwilling to stand behind. My request has been ignored.

  

  Business Response

  Date: 01/28/2025

  We value the opportunity to address this matter and clarify the decision regarding their recent service request under the ServeCo Protection Plan.
  After a thorough review of the service request and supporting documentation, we determined that the condition of the consumers unit does not meet the criteria for repair or replacement as outlined in the terms and conditions of the Protection Plan.
  

  The consumer reported, Backrest frame separated on the right side from the rest of the backrest. There is  also heavy wear on the leather in multiple places, and a small, punctured hole in the leather arm rest on the left side when facing the chair.
  

  The consumer Purchased the 10 ***************** Protection Plan. Listed under the WHAT IS NOT COVERED  referring to the section titled, Wear &Tear Caused By Repeated Use (over time) is states: Damage caused by wear such as, but not limited to, the following:
  

  Scuffing or other surface abrasions;
  Stains or damage caused by wear
  Seam separation;
  Cracking and peeling;
  Loose joints.
  

  Also listed under WHAT IS NOT COVERED referring to section titled, Manufacturer Quality Issue it states, Fading, color loss or color change.
  

  The consumer reported wear and tear to the recliner, did not report any specific damage resulting from a single incident.
  

  The consumers Protection Plan does list the coverage that comes with the plan. You can see the coverage under the WHAT IS COVEREDsection of the Protection Plan below.
  

  Listed under WHAT IS COVERED it states: 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:
  Leather / Vinyl Upholstered Furniture:
  1. Any food or drinks normally consumed by humans
  2. Human bodily fluids
  3. Pet bodily fluids
  4. Gel pen
  5. Highlighter
  6. Crayon
  7. Grass
  8. Grease
  9. Iodine
  10. Shoe polish
  11. Puncture, cut, rip, or tear from a specific incident
  12. Any cigarette burn from a specific incident
  13. Blue **** *** transfer
  14. Newspaper print transfer
  

  The consumer is requesting to have the Protection Plan refunded to him, ServeCo can do that, but it would be at a prorated  refund as outlined in the Protection Plan it states:CANCELLATION 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 sent this to our digital data department to calculate the pro-rated refund and will issue the consumer a check once we receive an update. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22862116
  
  I am rejecting this response because:
  I have contacted the business via email to explain that their reason for rejection is not valid and is based upon quick erroneous assumptions from a quick response that I believed was going to be used to get to the next step of the warranty process rather than to be the sole statement used to make a judgment for the validation of their warranty.  They assumed that I had moved the chair to different locations (i.e. new residence or a storage facility).this is not the case, it was merely room rearrangement and was not the main cause for the damage.  I explained this in emails back to the company which they have failed to respond to despite numerous requests.  I even called and asked them to escalate the case which I was told that they would and that a response would be given to me within 24 hours.  The response has still not come at this point which is past their 24 hours that the individual I spoke to had promised to me.  Additionally the hole in the furniture was caused by a pet which is a valid according to their warranty.  The final issue that I had reported was that the material was disintegrating in certain spots.  The assumption was that the material was discoloring based upon this, but it is truly disintegrating and flaking off and is worse than normal wear and tear.  I have asked for them to call me since their number was not accepting calls when I tried to call during an entire day.  They have not responded to multiple emails and have not called me back.  They responded to an additional email reporting that it was denied again, but again the reason for denial was based off assumptions and did not address my additional information and concerns.  I have requested that they either follow through with the warranty or refund the cost of the warranty since they appear unwilling to back it up.

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

  

  Business Response

  Date: 01/28/2025

  As the head of the resolution department, I personally reviewed the details of the service request. I spoke directly with the consumer and carefully explained the terms and conditions of the Protection Plan,specifically the distinction between accidental damage and general wear and tear. The plan covers specific accidental damage, but general wear from everyday in-home use, such as the natural aging or scuffing of leather, is not included under the terms of the coverage.
  

  The consumer reported general wear of the leather on their furniture, but as discussed, this does not qualify for coverage under the plan.I took the time to thoroughly explain that the Protection Plan is designed to cover accidental damage, not the typical wear that occurs over time.
  

  Additionally, the consumer mentioned an intention to create another hole in the furniture with scissors, next to pre-existing pet damage. I informed the consumer that intentional damage, including any attempts to cause further harm, would not be covered under the plan. As a result, we explained that we would not proceed with any service request related to this situation.
  

  Despite our efforts to clarify the terms, the consumer continues to question the determination and push back on the coverage, even after receiving a detailed explanation.
  

  The Protection Plan does outline in the WHAT IS COVEREDsection that puncture, cuts, rips, or tears from a specific incident is covered so the consumer is confused as to why the hole created by their pet would not be covered. I explained further down under the WHAT IS NOT COVERED section of the Protection Plan specifically referring to the part that reads, Improper Maintenance, Care or Misuse it outlines, Damage caused by animals, except pet bodily fluid stains. However, repetitive damages are considered preventable occurrences and will not be eligible for Service.
  

  Since the hole was created by a pet it would not be covered under the Protection Plan.
  

  ServeCo requests the closure of this complaint as the reported damages fall outside the coverage provided by the Protection Plan.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22862116
  
  I am rejecting this response because:
  

  The response was sent as a result of me bringing about this claim and I have been ignored repeatedly prior to filing this claim.  I still reject the assertions that she has made regarding the cause of the hole.  It says in there that accidental holes are covered and a hole from a pet is an accidental hole unless she asserts that I purposefully had the pet make a hole, the pet is not even mine and we were merely watching it for a couple of days.  Her assertion that I said that I would purposefully cause damage to the furniture was an outright lie!  I asked her if I were to drop scissors on my furniture if it would be covered, and she said no because she now knows that I would be doing it on purpose.  That is not the case I was asking a hypothetical question.  ************ makes assumptions in regards to what the cause of damage was and people's intentions in an effort to avoid providing coverage for warranties.  Included is a copy of the items that they listed they do provide coverage for:

  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
  A cigarette burn from a specific incident

  It specifically states a puncture, cut, tear, or rip from a specific incident.  This is why I asked if scissors were dropped if they would cover that, because she refused that incident from a pet could be covered.  She states that I asserted that I would damage the furniture on purpose which is a lie and is offensive to me.  At not point did I assert that I would do anything that compromises my own integrity.  I just want the company to do what is right and cover the warranty that they sold to me or refund my money as they are unwilling to fulfill the coverage that they sold.  I have looked up their company and found a significant amount of ****** reviews showing that I am not the only customer that they have either refused to contact, fulfill their obligations in a timely manner, or back their warranty.

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

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/23 I purchased an extended warranty at a cost of $269.99 to cover chair. Complaint made on 10/21/24 to this warranty company concerning recliner chair was broken. Technician was sent out on 11/30/24 to repair, only partially, chair still broken. Problem not resolved. Technician returned on 1/15/25 wrong part was sent. Could not repair. Problem still not resolved. I am constantly on the with the company. Only answer is they are waiting on the parts.

  

  Business Response

  Date: 01/28/2025

  We sincerely apologize for the delay in resolving the consumersservice request and for the frustration this has caused. We fully acknowledge the importance of the consumers lift chair, especially considering its use for medical purposes, and we understand the inconvenience this situation has created.
  

  To expedite a resolution, we have moved forward with a replacement of the lift chair, and we have already contacted the consumer to inform her of this update and the status of the service request.
  

  We truly appreciate the consumers patience and understanding as we work to provide a swift and satisfactory resolution.

  Customer Answer

  Date: 02/03/2025

  I did  hear from SERVECO (******) ************** on 1/28/25. I do accept the decision. However. as of today, I have not heard from the company that will be responsible for informing me as to when the merchandise (Chair) will be replaced. As per the company the person in charge is on vacation. Therefore the agreement has not yet been finalized. Please do not close my case.

  Thank you 

  **** ******

   

   

  

  Business Response

  Date: 02/06/2025

  
  I received an update from the team member that was on vacation and was informed she authorized the exchange and sent the information to the store on Monday afternoon. However, as of now, no exchange has been processed. The store will be reaching out to the consumer to finalize the replacement. ServeCo is closing this case on our end.