Service USA

I hate to write such a bad review, but I am very tired of dealing with [redacted]. I spent almost $8k in Dec 2015 on new living room and bedroom furniture with them. I purchased a protection plan from Service USA because the salesperson told me that accidental rips and tears in the leather sofa was covered by the protection. Shortly after receiving the furniture, I realized that the quality was very cheap. I should have noticed this at the store - this part was my fault. However, since I bought the extra protection, I wasn't too worried.Regarding the sofa, we had kids playing on it and they accidentally tore the leather in Feb 2016. I submitted a claim with photos and an explanation promptly to the coverage company (VIP). I had to call three or four times over the next week to finally get a response saying that they wouldn't cover it. I tried to get an explanation and kept getting a response that I would receive a call from a manager. It never happened and finally I got an e-mail stating that my claim was closed.I then contacted [redacted] customer service. They seemed like they would be helpful. They sent out a technician who took photos and examined the sofa. He stated that the damage should be covered. I called back a week later, but they had done nothing further. At that time they told me they would e-mail VIP. Two weeks later, I did not receive any response. Finally, 4 months after the initial event, I called and spoke to a supervisor in [redacted] customer service. She said she'd call VIP. She e-mailed me the next day stating that the claim was declined due to "abuse and neglect". My protection contract does not state anything about abuse and neglect.Product_Or_Service: VIP Protection for a Leather SofaOrder_Number: [redacted]Account_Number: [redacted]Desired SettlementThe warranty cover repair or replacement of the Sofa. If they wish to honor the contract they should do either.Business Response Service USA replaced the customers sofa. This complaint has been resolved.

This warranty company has been a complete nightmare to deal with! So much so that I actually ended up canceling almost all of my warranties on my furniture except for one piece. I obtained the warranty through [redacted] in [redacted], [redacted] and covered my dining room set and my new couch and loveseat. As I said because of the trouble I've already had (in less then a year of having the furniture) I removed the warranty from all pieces except the loveseat. I filed a claim in February with Service USA to have someone come out and nobody was sent until March. After the repair person confirming the loveseat had been broken since I bought it, they ordered a part and it was supposed to be delivered to my house in 4 to 6 weeks, upon which I was supposed to call the warranty company back to have somebody else come out and install the part. It has been WELL OVER that 4 to six week mark and every time I call (which is weekly) the representative tells me she is going to expedite my call to a supervisor and then nobody ever calls me back. This is by far the worst customer service experience I've EVER encountered. I think its awful for this company to treat me like if they ignore my issue I'll just go away. We paid for this service and are not receiving anything for it.Product_Or_Service: August, 2014Order_Number: [redacted]Account_Number: [redacted]Desired SettlementI would like my loveseat to be fixed correctly. I don't want to be told to just wait for this supposed part to be delivered to my house and then I have to chase down a repair person to come and install it. It's RIDICULOUS the way these people do business! I want the love seat fixed and working properly and to never have to deal with this company again!

I bought couches at living spaces bought warrenty file a claim in oct 2015 one couch broken wood (power recliner) the other a seam was coming apart (recliner) on the day their tech came to see a seen a rip on the wedge their tech told me to file another claim I called and they added it to same claim .it took reck over month to come out then another month to get a response after many calls . then they sent an email say getting a refund and that would end warrenty called living spaces they told me that they only were refunding power recliner so I called service usa no response emailed no response finally got a hold of someone named susie and now getting a runaround say there was no claim for seam I sent her copy of email then she said there had to be another claim filed for rip on wedge so I sent her the other email now 6 months later and stills can't get an anwser I call never answers got ahold of her about 4 days ago she said she was getting approval sent 2 more request for answer and still nothing .I tink 6 months for warranty issue is to long I've also asked her to listen to their recording so she don't quess what is going on I also advised that this is dangers for a piece of broken wood can come out and poke someone sitting their that does know its brokenProduct_Or_Service: living spacesOrder_Number: [redacted]Account_Number: vip careDesired Settlementthey say their replacing only one unit but these are not made anymore hope that they either repair all or replace all as to all have problemsFinal Consumer Response

Violation of contractual obligation: failure to honor a guaranteed warranty.I bought furniture from Living Spaces in [redacted] in January 2015 and bought warranty coverage through Service USA- "VIP CARE"! However, at the beginning of August 2015, my recliner broke. I called and was told to submit pictures failure of which my claim could be denied. I submitted the pictures as soon as I hanged up the phone call but I did not hear from service USA as soon as they got the emails with the photos they requested. After a while, I sent them a follow up email and they replied saying that my claim was in the pipeline. Then after a while, I sent out a second email, then another until now. I have been compelled to make this complaint because they did not only violate their obligations, but they are also not bothered by their customers frustrations. Desired SettlementI want this company to refrain from selling policies that they will not honor. I am sure I am not the only person who has fallen prey to their unguaranteed policy and my only interest now is to stop others falling into the trap I fell into- buying their un-bucked warranty.

Extended warranty covered pet stains and other repairs on a loveseat I purchased from [redacted]. I did not attempt to clean it to preserve my right to file a claim and have it be approved. I didn't want to make the issue worse. I filed a claim on 4/6/16 and dozens of emails and text messages to get the pet stain resolved. Promises after promises have been broken. Service USA says they will get back to you in 24 hours, yet they never do. They agreed that after four months cleaning it would probably not resolve the pet stain/odor issues so they were going to replace the cushion and cover. I have been waiting months for them to find the material. I contacted [redacted] where I bought the loveseat and they still have them in stock and don't know why Service USA is having an issue getting the material. This service contract is a waste of money and there is so much employee turnover, issues are not getting resolved. The customer service at Service USA is pleasant and apologetic over the phone, yet they don't ever follow up on promises they make. I have wasted a lot of my time and energy just trying to get Service USA to comply with the extended warranty.Product_Or_Service: Extended WarrantyOrder_Number: [redacted]Account_Number: Claim No. [redacted]Desired SettlementReplace the soiled cushion seat and cover in a timely manner or replace the entire unit. The odor is spreading and just replacing the bottom cushion may not resolve the issue.

Service USA is the VIP Protection Plan company for Living Spaces. I purchased their five year protection plan for a couch I bought at Living Spaces. The broken recliner mechanism the couch suffered a month after purchase clearly falls under the protection agreement with Service USA Inc. A few minutes after the mechanism broke, I called Service USA's 24/7 number to file my claim. No one picked up. Right after that, I filled out and submitted the claim form on their website. I received an email saying that "someone would contact me soon." Twenty four hours later, I still hadn't been contacted. Since then, I've been calling the customer service number every day. After waiting on hold for 15-20 minutes each time, the phone transfers you to a voice mail so you can leave a message. This has been going on for four days. No one has ever picked up the phone or returned a call or an email. Service USA is clearly trying to avoid its contractual obligation to repair my damaged couch. Under the terms of my agreement, damage must be reported within ten days of when it has occurred. I have done so. I have followed Service USA's instructions for doing so in my written agreement, to the letter.Product_Or_Service: Magnum reclining sofa Order_Number: [redacted]Account_Number: [redacted]Desired SettlementFix my bloody couch or replace it with a new one, you bloody criminals.

We purchased a bedroom set and added warranty coverage ($195.50) through [redacted] in 2013. In January 2016, the chest and dresser had minor chips that needed repair. We contacted Service USA and received a claim number. They requested copies of the original invoice and photos of the sections needing repair. We immediately did so. We received an email stating the copy of the receipt was blurry and therefore Service USA was contacting [redacted] directly for a copy of the invoice. To date, we have had no response from Service USA.We called [redacted] and explained the situation. [redacted] and [redacted] ([redacted]) said no such request was made. and that there was nothing more [redacted] can do to help us. We were directed back to Service USA.Service USA does answer our emails. Telephone calls are a waste of our time. Each call has us on hold for 15 minutes. After 15 minutes we are prompted to leave a detailed message. No one has returned our calls.We are extremely disappointed in both Service USA and [redacted] follow through. [redacted]sold us a $195.50 warranty with a glowing recommendation of Service USA. When the time came for a repair, Service USA's customer service proved to be deplorable. Product_Or_Service: Preston bedroom furnitureOrder_Number: [redacted]Account_Number: [redacted]Desired SettlementWe feel the $195.50 warranty is deceptive. The warranty was to cover "accidental damage from normal household use'' for the first 5 years of the original owners purchase. If Service USA cannot make good on their warranty contract by repairing the furniture, we are requesting a refund for the cost of the warranty (195.50).Living Spaces promoted Service USA. They also benefited in the sale of the warranty. Living Spaces should be held accountable as well.Final Consumer Response On 3/9/16, SAW was scheduled to arrive and repair our furniture. The arrival time was between 1-4. [redacted] arrived at 3:55 and apologized for his lateness. I was on hold at the time with SAW to question when I could expect the arrival. The SAW company had mentioned I would receive a call if there was a delay. He repaired the damages to our satisfaction.