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:05/23/2025

  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.

  Cant contact Service Plus for reimbursement! I want $315 reimbursement which is after my deductible. I called them for three days and emailed twice but number tells me to call back and they havent responded to my emails? Very unprofessional!

  

  Business Response

  Date: 05/27/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We value all customer feedback and treat each concern with the utmost respect, as it helps us continuously improve our service. We also understand that there are often two sides to every story and strive to reach fair and reasonable resolutions for all parties involved.
  In this case, the customer submitted a claim for an air conditioner on May 1, 2025, citing inadequate cooling. Due to limited availability of participating service vendors in the areaand in order to avoid delaying assistancewe offered the reimbursement option. Under this option, the customer may select their own local vendor to diagnose the issue. However, the vendor is required to contact ServicePlus prior to any repairs to provide a diagnosis, including parts and pricing. If the issue is confirmed to be a covered failure, the customer may then submit a paid invoice for reimbursement.
  While we did receive a copy of the paid receipt, we did not receive the required diagnosis or itemized breakdown of parts and pricing from the customer's vendor. In accordance with the terms of the Service Agreement, we approved reimbursement for the pre-set authorization amount of $200.00, less the service call fee of $125.00, resulting in a total reimbursement of $75.00. Because authorization for the full repair cost was not obtained prior to the work being completed, the customer is not eligible for reimbursement beyond the pre-approved amount.
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  All claims in this matter have been handled in accordance with the terms and conditions of the Service Agreement. Each agreement outlines specific inclusions and exclusions, and we consistently strive to adhere to these guidelines.
  We remain committed to providing a positive customer experience and to upholding the founding principles of our companydelivering industry-leading home warranty solutions with integrity and dedication. If you have any additional questions, please dont hesitate to contact us at **************.