Complaints

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:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Signature Adjustable Base from Mattress Frim on 12/26/2023. Around September, the base stopped working - it lowered on its own. I filed a claim with ServeCo on 9/30/24. They wrote me acknowledging that the issue was covered under warranty and that the part was on backorder but expected late October. I have heard nothing further from them. They don't answer the phone - there is no way to leave a voicemail message - and they don't respond to e-mails. I don't know how to contact them and how to get this warranty work done. Please help me resolve this issue.

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  

  This matter has been resolved.  ServeCo sent the necessary part via ***** yesterday (12/12/24).  We were able to install it and the issue appears to be resolved.

   

  Thank you for your assistance in this matter.

   

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/15/2024

  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.

  Purchased a 5 yr. warranty contact on 9/11/2023 for a lift chair purchased at ******** in Westminster, MD. Filed and received confirmation of a parts order from ServeCo on 3/15/2024 stating it could take up to 3 months to receive the part. I have not received the part (motor & remote). I have emailed ServeCo several times with no response. This month, I placed 2 phone calls to ServeCo and spoke with ******. Each time I was placed on hold and then told that "no one can be found to help you". Also on the first call, ****** said, "your part was just ordered a few days ago." After I reminded ****** that I had received the parts confirmation of order on 3/15/2024, the response was, "ServeCo is a very large company and has many customers besides your order". On the second call, I was told "the part was just ordered today". Again, not true! Boscov's receipt: 9/11/2023 ******* **** ******* **** ****** * ******* **** ********** ***** ******* ****** *** ** ***** ** **. I am 83 yrs. old and my health condition requires a lift chair. If the motor should cease working, it would be devastating for me.

  

  Business Response

  Date: 08/02/2024

  We regret that the consumer feels as though their experience has not met the expectations they had when they purchased this service contract  ServeCo understands the inconvenience and confusion this situation has caused and can see why the consumer felt compelled to escalate this matter. I want to acknowledge that we are currently working within the constraints set by the manufacturer, which has unfortunately led to the delays in obtaining the part. However, we also recognize that we could have done a better job in keeping the consumer updated and managing the process more effectively on our end. ServeCo acknowledges that this lift chair is used for medical purposes and has decided to proceed with a replacement to avoid the consumer waiting any longer for the part to arrive then having to wait for installation of the part. The consumer has been informed and given all necessary details to understand the current status of their service request and the next steps.

  Customer Answer

  Date: 08/05/2024

  
  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,
  
  ***** **********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/26/2023

  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.

  see Attached document
  

  

  Business Response

  Date: 08/28/2023

  Hello, In response to the ********* complaint, the consumer is correct the plan covers cracking and peeling, however it does not cover this from use over time. The pictures indicate that the cracking and peeling is not from a single occurrence but happened over time. In section of their plan titled WHAT IS NOT COVERED:  General -Any accumulation of stains or damage , including stains, damage or soil build-up (as well as perspiration, hair or body oil) that occurs from repeated use, rather than a particular incident. in the paragraph  Wear & Tear Caused by repeated use (over time): This is specifically mentioned in the program. This is the case of an accumulation of human or pet hair and body oil. The reason this is not covered by the program is because in this case the finish has been compromised by lack of maintenance and/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 or pet 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 and as this happens the topcoat finish develops hairline crack called fissures. These fissures allow the body and hair oils and other contaminants to penetrate the leather finish and then work their way under the topcoat. As this becomes progressively worse the topcoat starts to lose its bond with the epidermal layer. When the finish is compromised color loss from abrasion and cleaning the leather surface occurs. This is evident by the fact that the product or the leather did not present these attributes during normal cleaning and care.  Overtime, this gets progressively worse and the leather finally breaks down to the point of cracking and peeling. As you can see this is mentioned twice in the WHAT IS NOT COVERED:  section of their plan. 

  I hope this clears up any confusion. 

  
  

  Customer Answer

  Date: 08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I can’t believe they will not fix our headrest and arm rest. We treated the chair weekly with the solution provided by LaZ Boy. The chair was not neglected from proper cleaning yet it fell apart. All we are asking for is someone to properly patch the 2 areas. 
  Sincerely,
  
  ******* * ****** *******

  

  Business Response

  Date: 09/06/2023

  Hello, I am very sorry that you do not accept our response. There are a few things to consider. The first being that in order to have cleaned and conditioned the chair every week for seven plus years this would have required many additional care kits purchased from La-Z-Boy. The 8 ounces of product would likely only last 3-6 treatments. Second, in the terms and conditions it clearly states that damage occurring overtime from wear and use is not covered. The Plan is an occurrence based program so there needs to be an incident that caused the issue. For these and reasons stated previously, the claim does not meet the guidelines for service. With that said, we are willing to send the ********* two Leather Care Kits at no charge so they can provide maintenance to hopefully minimize any future degradation. This is a $100.00 value. Please let us know if this is acceptable.

  Customer Answer

  Date: 09/07/2023

  
  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,
  
  ******* * ****** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/14/2023

  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 Furniture ($7,725.84) on July 10, 2021 from Steinhafels in ******** **. I also purchased their VIP Protection Plan from Serve Co in Somerset KY for $573.28. This is a 4 year Protection Plan. I included copies of the plan, purchase receipt, furniture brand & description with this complaint. Due to the Covid Pandemic I did not receive my furniture until a year after I paid for it. I cleaned my furniture for the first time on August 6, 2023 and followed all manufacturers directions. The fabric under the cushions started blotting, turning colors and looked bleached & blotchy just using a dampened cloth as suggested. Also some of my cushions started getting blotchy so I stopped cleaning them. My sofa and chairs are ruined as you can see in the photos I have attached, I contacted Serve Co on or about August 9, 2023 to file a claim & request the fabric be fixed on y furniture. The person I spoke to was rude and told me the warranty did not cover the fabric under the cushions. The VIP Protection Plan specifically states any & all household stains. It stats nothing about fabric under the cushions. I requested to speak to her Manager & she stated she would tell him to return my call but didn't know if he would. I requested the address of Serve Co & she told me there was NO address. I persisted with her until she gave me an address. She then hung up on me.My furniture is now ruined.

  

  Business Response

  Date: 08/16/2023

  Hello, I am responding to *** ********* complaint. it is unfortunate that she is not satisfied with the terms and conditions of the contract she purchased. There are three reasons why her claim does not qualify for service under the plan. 
  1) Under the section WHAT IS NOT COVERED: General, Any Damages of Unknown Origin, during the call *** ******* stated several times that she did not know what caused the stains. She was cleaning and noticed these stains. 
  2) Under the section WHAT IS NOT COVERED: Ineligible Furniture & Components, X cleaning code fabrics and non-colorfast fabrics (fabric that loses color when cleaned according to the manufacturer cleaning instructions) *** ******* never mentioned to our Service Advisor how or what she used to clean the material that caused the issue. 
  3) Under the section WHAT IS NOT COVERED: Manufacturer Quality Issues, Fading color loss or color change.
  
  I have attached a recording of the call between *** ****** and our Service Advisor. I did not find our Service Advisor to be rude. She did say the Cambric was not considered part of the upholstery. She told her that stains of unknown origin are not covered. The Service Advisor did not tell her that she did not know if a manager would call her back. She never told *** ******* there was no address for the company, Our Service Advisor tried to direct her to talk to a manager. Our Service Advisor did not hang up on *** *******, the call was ended properly. 
  

  I understand that *** ******* is disappointed and frustrated and we want to help. We can take a few steps in an attempt to make the situation better for *** *******. 
  1) We can maintain our position of a non-coverage.
  2) We can see if the cambric is available and if it can be replaced on the unit as a courtesy but we can not guarantee this.
  30 We can provide *** ******* with a $100 Visa Gift Card. 

   

  Please let us know what *** ******* would prefer. 

   

  Thank You. 

  
  

  Customer Answer

  Date: 08/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  min my phone call to the representative I told her I didn’t know why or how the damage happened however it happened during the cleaning process of my furniture. How or why would I know how that happened?? It happened during the cleaning of the fabric but I don’t know why. 
  nowhere in the protection plan does it state this is not covered. It does state all stains are covered & these are stains from trying to clean it as stated by the manufacturer.

  * ** ** *** **** ** ******* ** **. We have no children or pets. I am a very clean person & keep my house immaculate. My husband is a highly decorated Vietnam Veteran - Combat Veteran who is 100% disabled.

  I would like that fabric replaced. It looks awful & is embarrassing. 
  

  I do not accept a $100 gift card. This is not about the money, it is about fixing my fabric. 
  

  thank you

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

  

  Business Response

  Date: 08/18/2023

  Ok, I have offered to see if we can get the cambric material and see if it can be sewn in, and offered financial compensation. The unknown stain is just one of three exclusions in the Terms & Conditions that disqualified this for service.  I am sorry but i do not understand what *** ******* is looking for. It appears that we are at an impasse, we have made several attempts to satisfy *** ******* I request that the BBB close this complaint.

   

  Thank You

  Customer Answer

  Date: 08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:Serve Co has not made several attempts to resolve the damage to the fabric on my furniture.

  They have made ONE (1) offer & that was to pay me $100.00. 

  I have attached the brochure of the Protection Plan that I purchased for this furniture. This was ALL the information I was given for my Protection Plan. It clearly states "4 YEAR VIP Care - ANY HOUSEHOLD STAINS TO FABRIC" .  It does not say the cambric material is not covered. I cleaned the fabric on my furniture as stated on the tag by the Manufacturer & these are the stains left from the cleaning. Why the cambric fabric stained during cleaning I have no idea. I suspect there was an issue with the cambric fabric. I have NEVER had this happen to any furniture I have owned & I am 68 years old. 

  I am requesting that the cambric material be replaced on my sofa & two chairs. This is what I am requesting. New cambric fabric material on the three pieces, materials & labor.  I do not care about the $100.00 they have offered. If this is not possible to replace the cambric fabric then I will accept a new sofa. 

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

• Initial Complaint

  Date:07/14/2023

  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.

  Serveco refused to clean the sofa in which I purchased a warranty for. The customer service has been awful. I have had to call on four occasions regarding the same couch and stain only to be told that serveco will not be cleaning my sofa. The representative on the phone was extremely rude and attempted to be condescending. I have emailed the company two times, and I have not received a response. The service is nonexistent and the phone agents are not competent. It’s disappointing to spend money for a service that is not provided.

  

  Business Response

  Date: 07/14/2023

  We apologize for the consumer’s frustrations. We would like to look into this for the consumer, however the information provided did not pull up their information in our system. May we please get the consumer’s address and the phone number on their claim? Please advise. Thank you, Serveco.

• Initial Complaint

  Date:06/29/2023

  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 purchased a recliner in April of 2022 and paid for a 5 year VIP protection plan with this company. The recliner was purchased for my husband who is a disabled veteran who had to have surgery to remove a tumor from his spinal cord. His neurosurgeon and his oncologist told us he would need to sleep in a semi-upright position for up to two weeks after surgery. Now fast forward to a few weeks ago, my son attempted to climb into the chair with my husband while he was sitting in it and the back of the chair broke. Only one year into our 5 year coverage plan! I uploaded ALL requested documents and photos and our claim was DENIED!! They said because my husband had to sleep in the chair for two weeks that warranted IMPROPER USE of the chair and therefore voided our plan!!!

  

  Business Response

  Date: 07/03/2023

   We apologize for the consumer’s disappointment. While the recliner is not made for sleeping or climbing on, we would like to send an independent technician to the consumer’s home to assess the damages and attempt repair. We would need a clear photo of the consumer’s sales invoice to start that process. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:06/26/2023

  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.

  Bought a couch with the furniture warranty on 11/26/22, was given only a pamphlet. On 6/17/23, I filed a claim for a urine stain, to have the cushion replaced as I was previously told would happen. Received an automated email stating I will hear from someone in 24/48 hours. 6 days went by, still no call. I called to get an update, and worker stated it will take ANOTHER 72 hours for someone to call me and only then they would come and clean the surface of the couch, not the actual foam cushion because this is a “surface warranty and they won’t touch the inside of any cushions etc”. Was told that if I wanted any kind of resolution on a replacement cushion, contact the store I bought the couch from- but that’s the whole point of purchasing a warranty isn’t it? Nowhere on the pamphlet provided does it say this is only a “surface warranty” and after calling back asking to expedite the cleaning work order and request a copy of the contract information for my policy, I was told that the pamphlet was indeed my “contract”and they have no information on my contract and cannot send me anything. So, this is false advertisement of services provided. Every single person I’ve interacted with has been extremely unprofessional and rude to their customers. Nobody can ever request anything be expedited, nobody can provide copies of information and agreements, and there is no follow up as stated on claims, you have to call in if you ever want information. All I asked for was to have two cushions replaced as I was told would be done and all I get is the run around saying it’ll take days for a response from any supervisor.

  

  Business Response

  Date: 06/28/2023

  We apologize for the consumer’s disappointment and any delays or inconvenience experienced. The pamphlet is not the Protection Plan Contract and states to refer to your Protection Plan Agreement for Terms and Condition details. The Protection Plan covers stains to the fabric, not the padding or foam of the  cushions. Per the Service Procedures of the Service Contract SILVER 5 Year: SCNA may dispatch an authorized technician to remove the stain or repair the damage area. We have created a work order to have the consumers reported stains cleaned by an independent cleaning professional and that should remove the stains. The consumer is scheduled for service 07/06/2023.  Thank you, Serveco. 

  Customer Answer

  Date: 06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  All three people I spoke to at the customer service number for Servco stated the pamphlet was indeed the contract and that they couldn’t send me any contract to review when asked. I never saw anything stating this warranty ONLY covers the fabric on the outside of the sofa. It’s now been sitting stained for several weeks because of the lack of communication and timely response. In addition to the unprofessional staff put on the customer service line. 
  

  

  Business Response

  Date: 06/30/2023

  We again apologize for the consumer's disappointment and frustrations. As previously advised, we have created a work order to have the consumers reported stains cleaned by an independent cleaning professional. The consumer is scheduled for service for July 06/2023. Thank you, Serveco. 

  Customer Answer

  Date: 07/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There was still false advertising and still have not received a copy of my contract as requested. 
  Sincerely,
  

  

  Business Response

  Date: 07/12/2023

  We apologize for any misunderstanding or miscommunications regarding their claim. As previously advised, we were sending an independent upholstery care technician to the consumer’s home to clean the stains. The consumer was scheduled for July 6, 2023, and was not at home for their appointment. We are unsure what the consumer means by “false advertising” the “brochure” is simply a summary of coverages and advises to refer to the Protection Plan Contract for specific Terms and Conditions coverages and exclusions, it also states it covers stains to the fabric, it does not cover the padding or foam. If the consumer would like a full copy of their warranty, we do not provide that, they should have received from their retailer and will need to reach out to them, and they should provide that to the consumer. Thank you, Serveco

  Customer Answer

  Date: 07/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was told my appointment would be between 8am-12pm. The technician showed up at 4pm. 
  I cannot block my entire day after I’ve already made an appointment and he was 4 hours late.
  
  Sincerely,
  
  Lauren Ebersole

  

  Business Response

  Date: 07/25/2023

  We certainly apologize for the technician being late, there are no excuses but unfortunately, he experienced unexpected and unavoidable delays, he did attempt to communicate this. We would like to open a new work order for the independent technician to come to the consumer's home to perform the cleaning. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:05/31/2023

  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 pet insurance protection through this business. We filed a claim on May 2, 2023 and have yet to receive ANY response whatsoever. When we call we get all kinds of excuses, or claims that we haven't sent them anything (which I have all records of everything submitted).

  

  Business Response

  Date: 05/31/2023

   We apologize for the consumer’s disappointment. We had received the consumer’s information via an online claim and the claim was processed with the information received. The consumer was advised that the claim was determined ineligible for service due to surface abrasions. We had not requested any additional information as we had received what was needed. Unfortunately, surface abrasions are not covered. However, as a courtesy, we are willing to send an independent technician to the home to perform an inspect of the damages. Please advise. Thank you, Serveco. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  we were not advised of this at any time. When we call or email we repeatedly are told that they are waiting for the material and will be in touch to come out. This is an absolute lie. 
  

  Additionally the coverage we purchased was for pet damage. This damage is a hole made by a pet. To not cover this is fraudulent on the part of the insurer. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/22/2023

  We apologize for the consumer’s frustration. The initial response was based on information from a different claim and sent in error. The consumer placed a claim advising of pet damages on the back cushion. We had looked into the availability of the material, and it is no longer available and therefore we would not be able to proceed with repairs. We would like to offer the consumer a refund on their warranty in the amount of $250.00. Please advise. Thank you, Serveco

• Initial Complaint

  Date:05/11/2023

  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.

  Purchased a sofa with this warranty from my local store ********** was told if anything happened to contact them and file a claim. A month after receiving the sofa I came home from work and noticed a huge rip in the front. We do not have pets and have no idea what happened but know it was not there the day prior. I filed a claim and was told it was denied because I don’t know how it happened. So because I don’t know how the accident happened it’s not covered ? Basically I was told I should have lied and made up an accident. Looks like based on other complaints I’m not alone here and this company is scamming people into buying a warranty they never plan to honor.

  

  Business Response

  Date: 05/16/2023

  We apologize for the consumer’s disappointment. The Protection plan covers a damage from a specific incident but does not cover unknown damages, stated in the consumers Protection Plan Contract. This is because only certain types of damages are covered. However, as a courtesy and to maintain good customer relations, we will look into the part availability as a courtesy. Once we receive that update, the representative over the consumer’s claim with reach out with that update. Thank you, ServeCo.

  Customer Answer

  Date: 05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I did not know what happened and then after I filed the claim and my son heard me arguing with your representative and upset, he admitted that he and his sister were rough housing and he fell into the sofa ripping it. I tried to call you back and explain the situation and I was told it would still be denied and I cannot submit another one. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/30/2023

  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.

  We paid for a warranty for our ****** recliner to ServCo. The warranty servicing has been a terrible experience at each step of the way. Beginning September 2022, we had our first issue for which we had to wait about a month for a technician to come by. This technician tried to repair our frame which was not working, she then came back a second time a few months later as the electric mechanism was not working. The last time she came back the frame was not working again and she noticed that the frame in the back of the couch was broken. She mentioned that this probably caused all these other issues and she must have missed the issue. She tried to fix it (which ServCo said she was not supposed to do), but it snapped again in a much worse fashion doing more damage than before. The repair service I received, cost me almost 8 months at this point, left with a couch that does not recline, and is in WORSE condition now that it was before the repair due to a shotty repair attempt. They asked to call a ****** technician, he came in and said "I would be fired if I did a repair like that" and that "You should demand a warranty redone from ServCo for this kind of workmanship" I called ServCo with this update and was met with a rude representative who said along the lines of "We have done our job". I am now faced with paying labor charges to ****** for damages caused by the ServCo repair person, as well a longer wait time. I am requesting either to cover my labor charges by ****** or a refund of my warranty. This is the first warranty I have ever purchased for furniture and all I have been met with is roadblocks and rude personalities along the way for my legitimate and polite requests.

  

  Business Response

  Date: 03/30/2023

  We apologize for the consumer’s disappointment. Serveco did the repair the consumer’s furniture and the report advised that there was also frame damages. Frame repairs were done a courtesy even though the consumer’s Protection Plan does not cover frames. The consumer advised our technician caused further damages upon repair of the frame. Serveco did request the consumer to send in the technician report and photos from ******** for further review. Once the photos and report from ******** are received, Serveco will look into the issues at hand. Thank you, Serveco.

  Customer Answer

  Date: 04/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: The pictures attached show what the technician took pictures of. The one picture you can see the technician from ****** is pointing with his pen to the area of the shotty repair, where the block ripped and splintered the frame. He said that the block put into place did not span the length of the frame is it should have and thus was ripped out and ruined the remaining frame. 
  This is evidence of a haphazard repair, he also mentioned that ServCo technician are NOT authorized to do repair of the frame, thus should be liable for the damage of touching an area out of their jurisdiction and expertise. This could have endangered the user if this had popped out through the seat and into the user. 
  Additionally you can see from the pictures an area in which the ****** technician mentioned that the spring was put on incorrectly leading to a break in a the black plastic piece that assists with the leg rest rising. Another example of a shotty repair. 
  These pictures should suffice to show a hap-hazard, low quality repair that was done which could have endangered the user, and something that ServCo should want to remedy. 
  I cannot imagine any organization wanting these pictures to be a representation of the quality of work that they do in repairing furniture for future customers, thus I would hope to have an amicable resolution to this matter in the form of a refund of my warranty and covering the labor cost of the repair for this matter. 
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/12/2023

  We again apologize for the consumer's disappointment and frustration. The manufacturer is scheduled to assess / perform repairs and that we will work with them to resolve the consumer's concerns. Thank you, Serveco.