Complaints

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

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• 

  ServeCo North America

  19 Smiley Ingram Rd SE Cartersville, GA 30121-8134

  
• 

  ServeCo North America

  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:02/14/2023

  Type:Product 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.

  Complaint Details on 01/26/2023 I called ServeCo at ************ to cancel my contract and receive a pro-rata refund per the terms of my contract with them. I spoke with ***** who said they do not get involved in refunds. I told her my contract specifically said to call them and request a refund. ***** said i would have to go to ****** and request a refund. I said my SERVECO PLATINUM POWER 4--5 YR PROTECTION PLAN PP4 is with ServeCo, not LaZBoy. She had no response. I asked if I could speak with a manager but she said there was no one available, but she would ask someone to call me. I paid $220.00 for the ServeCo contract 11/23/2021; my chair was delivered 01/20/2022.My contract with Serveco states the contract can be cancelled at my request--no reason need be given--it is my choice alone: "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."Desired Outcome/Settlement Desired Settlement: Refund None Provided From the Business on Tuesday, January 31, 2023 We apologize for the consumers disappointment. The consumer placed a claim that did not fall under the guidelines of the Extended Protection Plan. While the consumer would like a refund of his plan, Serveco does not refund the Warranty based on an ineligible claim. We will advise the store that the consumer would like to cancel their warranty, but we would suggest that the consumer reach out to the store of purchase. Thank you, Serveco.As stated above, no reason need be given per the terms of the contract. Serveco is violaating the contract terms by adding new conditions for obtaining a refund.

  

  Business Response

  Date: 02/23/2023

  We apologize for the delay in our response. We have worked with the consumer's store and are offering a pro-rated refund of $176.00. The consumer may reach out to his store of purchase with any questions. We must advise that refunding the Protection Plan will terminate the warranty, and service will no longer be available in the future. Thank you, Serveco.

  Customer Answer

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/10/2023

  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 bought two reclining sofas from Lazy Boy in March 2020, but they weren't delivered until Nov 2020. We purchased damage warranty, as suggested by the saleswoman. We now have damage from our cat, and the dye on the couch is already fading. I've contacted ******, the warranty company, and they are refusing to fix the damages and faded dye. Not sure why I purchased the warranty since they aren't covering anything.

  

  Business Response

  Date: 02/10/2023

  We apologize for the consumers dispaointment. The consumer placed a claim advising of pet damages as well as fading of the leather. Per the **************** Protection Plan, what is not covered: Manufacturer Quality Issues Fading, color loss or color change. The Protection Plan purchased by the consumer does not include pet damages coverage. We again apologize, but the claim will remain as ineligible. Thank you, Serveco.

  Customer Answer

  Date: 02/12/2023

  When we purchased the warranty, the sales lady said pet damage is covered. The couch is barely two years old and the leather is already fading. 

  

  Business Response

  Date: 02/17/2023

  We again apologize for the consumers disappointment. The Protection Plan purchased is an accidental warranty, it covers a wide range of issues that would happen in the home (listed in your Plan), the Protection Plan does not cover fading  or pet damage. Therefore, regretfully, their claim would remain ineligible for service. Thank you, Serveco.
  
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19382727
  
  I am rejecting this response because: I paid too much for a service that isnt paying for the service.
  
  Sincerely,
  
  ***** Register

  

  Business Response

  Date: 02/17/2023

  Sadly, we must honor the terms and conditions detailed in the consumers Protection Plan purchased. The claim damages are not covered items as listed in their Service Contract and therefore we must uphold their claim as ineligible. Thank you, Serveco. 

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19382727
  
  I am rejecting this response because its not the verbal agreement set forth by the sales lady. Well be sure to let everyone know how Serveco operates and not to buy their service. 
  
  Sincerely,
  
  ***** Register

• Initial Complaint

  Date:02/07/2023

  Type:Order 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 love seat and a 3 piece couch less than 3 years ago. Both couches got damaged on the same night during a party. Claim was started within 48 hours of the accident. No prior damage. No stains or tears.Claim denied because they said it was "accumulation"? Which in their terms means ********** or stains over a period of time, however both rips happens on the same night and reported within 48 hours. I understand their job is to deny claims and make money for the company, but they should not make stuff up and change their policy in order to deny a real and legitimate claim.

  

  Business Response

  Date: 02/09/2023

  We apologize for the consumers disappointment. The consumer placed claim on their sofa and loveseat advising damages due to an unknown cause. The claim and photos were reviewed and the claim was deemed ineligible due to seam separation, wear and tear and accumulation of damages. After the denial, the consumer then advised it was caused during a party with a knife. The photos do reveal split seams, a broken zipper as well as a hole. Per the Protection Plan : 1. What is not covered > Wear & Tear Caused By Repeated Use (over time). Pilling, pulls, snags, seam separation, or fraying of fabric. Also, due to there being multiple damages not consistent with an accident from a specific incident, as described in the contract terms, in addition to not knowing the cause when entering the claim, we must uphold the claim as being ineligible. Thank you, Serveco.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19348415
  
  I am rejecting this response because:

  There is no seam separation, I will upload the Same pictures I uploaded on their website.  There is no wear and tear at all, You can view the photos. ****** claims multiple damages not consistent with an accident from a specific incident, I would like to ask how they came up with that assumption? Were they there during the party? Do they know if was not caused by a knife? When I was entering the claim, Their website would not allow me to enter details, We tried 3 different times, and the website area made to enter details was grey and would not allow me to Add comments!

   

  I understand this company makes Money when claims are denied, however,  they should no do it based on assumptions. I will upload pictures, and you can see no zippers can actually be seen in the picture but that was an assumption made by *******

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

  

  Business Response

  Date: 10/25/2023

  Hello, this complaint was responded to and closed out back in Feb 2023. 

• Initial Complaint

  Date:02/06/2023

  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 a 6 year furniture protection plan for $283.49 on 9/26/2018 from ******************************* I contacted serveco.com in late Nov 2022 and asked them to fix an issue wear on our leather couch. I sent them all the information I had including warranty/reciepts that ****************************** provided. I asked for a supervisor to contact me on12/30/22 and 2/5/2023 asking that a supervisor contact me to discuss the email I received in Dec stating "this is not our warranty". I received a call from ********************* from Servco on 2/6/2023, she said they could not verify that it was their warranty until I send them all pages of the warranty I received from Art *** at the time of purchase. I told her I sent her all the information I received including the Protection Plan options, prices and their contact information to contact to file a claim. Since ****************************** is out of business I cannot contact them to help resolve this. My receipt shows that I purchased the ********** Extended Warranty.

  

  Business Response

  Date: 02/07/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising that the leather is worn on the headrest. While Serveco does require a copy of the Protection Plan, after further review, neither ServeCo nor Art *** covers wear, cracking or peeling of the leather. We again apologize; however, the damages would not fall under the coverage guidelines of either ServeCo or the Art *** Protection Plan. Thank you, Serveco. 

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19339951
  
  I am rejecting this response because: I was only able to send in the information/warranty info the Art *** provided me.  I has this companies info on it file a claim which I did.  I DO NOT have and was not provided any other warranty information.  The salesperson at Art *** assured us that any wear and tear including punctures to the leather would be covered.  The saleperson Leticial "*****" ****** told us the repair would either be fixed or we would receive a replacement of similiar value.  

  I am not satisfied with Servco's response, very easy to say that they are not responsible for this and it seems I have no recourse accept to report it to the BBB so other customers don't have the same TERRIBLE experience I am having!

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

  

  Business Response

  Date: 02/10/2023

  We again apologize for the consumers disappointment. As previously stated, The Protection Plan does not cover cracking or peeling through either *** *** or Serveco, nor does the Protection Plan cover wear and tear. We cannot be held responsible for the information *** ***s salespeople advised, and did not provide. While Serveco does require the Protection Plan, we did further review the consumers claim and this will remain unserviceable. Thank you, Serveco.

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19339951
  
  I am rejecting this response because:  I paid for the warranty, they can say the damage is not covered however I would like others who might choose to purchase a warranty from Servco to understand they do not back there warranty.  I have seen numerous other negative comments about this company.  

  I understand this will not be satisfactorily resolved.

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

• Initial Complaint

  Date:02/03/2023

  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.

  SERVECO, in my opinion and with me recent experience is not a good faith company. Here is my problem: On October 10, 2010, I purchased from LA-Z-BOY Furniture Galleries in Northridge CA a LANCER POWER WALL RECLINER W/PWR HDREST (16H515 D143068 FN 000 with other identifying no: LAZB-***************** The purchase price $2,199.99. With the sales discount and purchase of a service contract, I paid $1,940.26.The service contract was with SERVECO. It is their SERVECO PLATINUM POWER SINGLE 5 YR PROTECTION PLAN - PP1 for which I was charged and paid $184.68. Everything was okay with the chair until approximately 2 months ago when it started acting up. The power footrest stopped functioning properly. Instead of a smooth uplift, it would skip and not lift up as far as it was designed to, in addition it would/will not go all the way down and flatten into the chair. On calling LAZ-Y-BOY, I was told not to worry and that it was covered by my service contract with SERVECO. I was given their member **************. I called and reached them after hours and was instructed to file a complaint online - which I did - including all the paperwork: sales contract, service contract, pictures of the chair etc. - what they asked for and what they needed to honor my claim. It took them approximately a week, rather than the ***** hours they promise on the phone and in the acknowledgement of receipt of claim email. Today I received a call from a woman claim advisor who was quickly able to deny my claim, the same claim that ******** told me was their responsibility and they would honor. Strange that they did not send someone out to examine the chair and the damage, but somehow determined without needing to actually see and examine that they had the right to wash their hands of any responsibility. I DO NOT AGREE AND FEEL THEY ARE AVOIDING PROVIDING THE SERVICE THEY ARE RESPONSIBLE FOR AND PAID TO PERFORM.

  

  Business Response

  Date: 02/09/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising he was having issues with his recliner that started around  12/10/2022. The claim was ineligible due to time frame. Per the **************** Protection Plan: REQUIREMENTS FOR REQUESTING SERVICE: Any stain or damage must be reported to SCS within thirty (30) days of the date that the stain or damage occurred. As a good faith gesture, we will look into the availability of the motor. Please advise. Thank you, Serveco.

• Initial Complaint

  Date:02/02/2023

  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 submitted the original claim about the cat urine stain on my leather couch the first week of December 2022 and sent a text message with pictures, as I was asked. Nobody replied until I called again after a week or two. Meanwhile, my cat peed on the couch again. Then they sent a cleaner on December 30th, almost a month after the original claim. The cleaner said the stain was most likely not removable, but he could try cleaning it, which actually made the spot look even worse.I never got any updates from ServeCo other than a short call that the claim was being declined because of a "layered stain". I don't see any mention that there should be only one stain of approved shape size, shape and color. I don't see where I violated the terms and conditions of the service. I think the company just used a bogus excuse to decline my claim for a couch that is less than one year old after I paid more than 15% of its cost for this protection plan!

  

  Business Response

  Date: 02/06/2023

  We apologize for the consumers disappointment. The consumer placed a claim on a urine stain, when the technician was at the consumers home, they determined that there is an accumulation of staining of the sofa. Per the *************** Pet Protection Plan: What is Not Covered: Any accumulation of stains or damage, including stains, damage, or soil buildup. Thank you, Serveco.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18973796
  
  I am rejecting this response because:

  It can be clearly seen on the image that I submitted with my original claim (ServeCo has it) that there was one damaged area were the cat "puddle" stayed for a few hours before we discovered it in the morning, and THAT ORIGINAL STAIN WAS ALREADY NOT REMOVABLE! Before the technician came (ALMOST ONE MONTH LATER!) the cat managed to pee the second time. You can see that a liquid can flow in different directions on the cauch and make a very uneven stains due to wrinkles on the surface and leather roughness and slow liquid absorption rate. The worst spot on the second picture is actually the result of technicians cleaning attempt.

  The Protection Plan doesnt cover 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, but ITS OBVIOUS THAT THE ***** WAS BEYOND CLEANING EVEN AFTER THE ORIGINAL ACCIDENT WHEN THE CLAIM WAS SUBMITTED! The second accident happened while I was waiting for service, and it didnt make the damage any less repairable than it was before. 

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

  

  Business Response

  Date: 02/14/2023

   We aplogize for the consumer's disapointment. Based on the opinion of the independent repair technician the stained area had multiple accumulated stains and that the additional staining was never reported to us, we feel our determination is justified. However, in the spirit of good customer relations, we will agree to offer a courtesy cleaning/repair by a top-level leather specialist. Please advise if the consumer agrees. Thank you, Serveco.

• Initial Complaint

  Date:01/19/2023

  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.

  We bought this 5 year pet warranty for this ****** reclining leather couch. In the first couple of months the dog scratched the back of the seat. The company, MCC, where we bought it ordered the parts and shipped them to our house and fixed it. Well in NOV we have been filing a complaint online and have not heard a word and so yesterday I called the store and they told me I had to call the 800 number which I did and the company told me they were denying the claim because it was repeat damage, and they dont cover that. The issue with that statement is they have never even came out to my house to begin with. We have never even used this warranty. They looked at the records from the store and saw the store fixed it and are denying it. I do not think legally they can do that because they werent the ones to fix it to begin with. They said several times that we have no service records for your account. Let that sink in. We have never used this warranty so you cannot deny something that you did not fix to begin with. I want my couch fixed, the money for the warranty refunded, or I am going to contact legal advice since I have the contract in hand and I know exactly what it covers which is everything because its the most expensive warranty and it covers any pet damage. We have never used this warranty they keep denying every single claim. The owner of the furniture store is supposed to be calling me on Monday because Im sure he would never use a warranty company like this so I will give him the opportunity to fix it even though the warranty company is shady.

  

  Business Response

  Date: 01/25/2023

  We apologize for the consumers disappointment. The consumer had placed 3 separate claims on her sofa since June 2021 advising the stitching was torn, and the finish has been scratched off. The consumer had been advised previously of the non-coverage of the damages due to the leather peeling as well as the issues with the stitching. When the photos were received and reviewed by the underwriters for the recent claim, this claim was deemed ineligible as well due to an accumulation of damages. While the consumer may have received parts from the store, and Serveco has not serviced the furniture in the past, we do have to take into account what was stated by the consumer as well as the photos that the consumer had provided. Per their VIP Pet Protection Plan, What is Not Covered: Any accumulation of stains or damage. Thank you, Serveco.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18856762
  
  I am rejecting this response because:

  accumulation of damage? Your statement makes no sense whatsoever. How do you think damage gets somewhere. The dog scratched the couch which is covered underneath my warranty and you guys denied it which makes no sense. The couch was brand new it did just not accumulate damage over time. The reason why we had three different claims is because we never heard from you at all so the store said to just keep doing the online claim which we kept doing. We never had 3 separate claims. It was 1 claim and the store fixed it. Now we have our first claim with you and you deny it because you say its accumulation damage. Nobody has something happened to their couch and just sit there when they have a warranty. We literally contacted you the day it happened and you guys chose to not respond. The store just gave us your phone number and we called you.  The last claim we made in November and we just now heard from you this month. That is absolutely ridiculous and very unprofessional. I run a business and in no way would I ever treat my clients like this. We paid for a warranty that you have never done anything on. So you have three options which is you can fix my couch because I paid for the warranty and you just admitted that youve never even serviced my couch, you can refund my money for the warranty , or I can take legal action because you are not honoring the contract at all . A warranty is meant to protect your furniture. I have a copy of the contract and it covers every single thing that My Pet would do which is the reason I took this out to begin with. I will be reaching out to the store again today because they are not happy with you as well and since they sold me this joke of a warranty they should handle this. This is why nobody buys these things. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/25/2023

  We apologize for the consumers frustration in the delay of our response. We have determined accumulation based on three different dog damages not including the many dog damages to many areas of the stitching. Collectively, these many damages would not be consistent with a single occurrence for which the Protection Plan offers coverage for. However, in spirit of good consumer relations, we would like to offer the consumer a refund of their Protection Plan in the amount they purchased for which is $179.99. Please advise if this is agreed upon. Thank you, Serveco

  Customer Answer

  Date: 01/25/2023

   
  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.
  Yes, considering the fact I am not able to use the warranty and it is not multiple occasions. It was done on one occasion and we sent in the complaints and nobody got back with us so yes we have a dog that likes to dig on furniture which is why we got the warranty and yes its only gonna get worse when nobody comes out and fixes it and nobody responds to the complaints, so of course, when something doesnt get fixed, it gets worse thats common sense. How exactly are you going to refund me? 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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 19 January 2023 I received a call from Serveco stating my claim was denied which I filed on 18 January 2023 due to an accumulation of damages due to my dog destroying multiple parts of my couch. I filed a claim within 30 days of the incidents. My dog chewed the foot rests on two of the sectional sofa legs and then last week while I my wife was giving my kid a bath he went crazy on the corner of the back rest. With the sectional sofa from Lazboy each piece is bought separately and each piece has its own care protection plan that is paid for. How can they deny a claim because due to what they say is an accumulation of damages from repeated use not a specific incident. I can reclaim the specific incidents on each piece. I am not claiming multiple damages on each piece but one damage on each piece. Each piece is is paid for individually and each piece has its own service contract. This is horrible service and Serveco is just trying to steal money from its customers and not willing to actually keep their end of the deal. The couches are 1 year old and we bought the 5 year contract.

  

  Business Response

  Date: 01/25/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising of pet damages on multiple areas of their sectional from 2 different occurrences. Per the 5 Year Pet Protection Plan; What is not covered: Any accumulation of stains or damage that occurs from repeated use, rather than from a particular incident. The consumer asked if we could cover one area. We are unable to break up the claim and have to look at the furniture as a whole. Due to the amount of damages in multiple areas as well as multiple occurrences, the consumers claim would not be eligible for service. Thank you, Serveco. 

• Initial Complaint

  Date:01/19/2023

  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 would not recommend this company for furniture insurance at all and after reading some reviews on here I see Im not the only one who wouldnt. I recently filed a claim on a piece of furniture and was denied. I was given the same ******** reason Ive seen other post on here stating that the damage looked accumulative and they wont honor their side of the deal. This company is garbage and will try to find a way out of doing their job whenever possible. I would advise everyone to stay away from this company.

  

  Business Response

  Date: 01/23/2023

  We apologize for the consumers disappointment. The consumer placed a claim advising that there are scratches all over the table. After review of the photos, it was determined there is an accumulation of damages. The consumer purchased a Service Contract that covers accidental damage that occurs as a result of a specific incident. Per their 5 *************** Vip Pet Protection: What is not covered; Any accumulation of stains or damage. While some claims do not fall under the guidelines of the coverages, we honor every claim that does. We understand the consumers frustration, however we must follow those guidelines.Thank you, Serveco.

• Initial Complaint

  Date:01/17/2023

  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.

  On April 27, 2021, I visited the Surplus Furniture and Mattress store at ******************************************** to purchase a new sofa and love seat for my family room. I explained to the salesperson that I did not wish to purchase an expensive set because I have 2 large dogs who ripped and tore my previous set. He recommended the ********** VIP Pet Plan 5 yr combo. He explained that it cost $199 and that if the dogs damaged the furniture I would pay a deductible of $150 and the piece would be replaced. I read the policy and while there are more exclusions than inclusions in whats covered, it clearly states DAMAGE CAUSED BY PETS is included. Twenty months later and there are tears in both pieces in multiple places from the dogs digging at them with their claws, not from sitting on it repeatedly as they claim. I submitted my claim online with the pictures of the pieces on Jan 9th. Serveco emailed requesting additional pictures which I sent on Jan 12th. On Jan 13th, Serveco sent an email denying my claim stating that the the claim facts indicate that the damage is throughout the piece and is an accumulation of damage. What claim facts? The pics indicate ripped fabric from claws attached to dogs who routinely claw and dig at the sofa. I will admit that the damage has occurred overtime with the dogs clawing at the sofa. I sent an email on Jan 13th appealing the decision. I was sent a follow up email on Jan 16th email asking me to check their reason for denial. I am not claiming the damage was caused by repeated use. The damage was caused by repeated clawing of the sofa and loveseat by my dogs. No one has called me to discuss despite having my telephone number. Their policy appears to be deny the claim and provide a reason from the long list of exclusions. I am incredibly frustrated by the practice of insinuating I am a liar as to the cause of the damage. This is unacceptable business practices and they are scamming people with no intention of paying.

  

  Business Response

  Date: 01/20/2023

  We apologize for the consumers frustration and any communications that were interpreted as insulting, that was surely not our intent. We refer to the claim facts as what was reported to us. In this case, damage from repeated use and/or damage occurring overtime are one in the same. Reported to ServeCo were the terms routinely claw and dig at the sofa and repeated clawing at the sofa,these reference actions that are regularly followed. Either description defines that the damage wasnt the result of a specific or particular incident.Therefore, accumulative in nature and detailed within the terms of their Service Contract as an ineligible claim. However, in the spirit of consumer relations we will offer a full replacement. Additionally, for the record, the accusation of scamming is unfounded and inaccurate as we approve the majority of our claims and have never denied an eligible claim. Sincerely, ServeCo 
  

  Customer Answer

  Date: 01/20/2023

   
  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,
  
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