Complaints

This profile includes complaints for ServicePlus Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ServicePlus Home Warranty

  518 Old Post Rd Ste 7 PMB 315 Edison, NJ 08817-4683

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

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:05/19/2025

  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.

  Over a year ago someone contacted me about a great deal for a home warranty program for my home. It was less expensive than I was paying so I decided to change plans. They took a real long time to get me my documents and then when I actually needed to use it I found out about a service call fee of $125 which did not include the repair costs. If they decide there is no coverage then you have to pay for the repairs. I was never told about this part of the plan. I am skeptical that they will just say its not covered and over charge me. When my toilet broke and needed immediate repair, a technician never contacted me in 2 days. I went to a plumber who will now fix my garbage disposal for far less than ServicePlus. They can be out in a day or two. I tried cancelling and they will not let me out of the contract until it expires so they say on 10/14/25

  Business Response

  Date: 05/28/2025

  Complaint ID: ********
  Thank you for contacting the company regarding the above-referenced complaint. The company values all customer feedback and treats each complaint with the utmost respect. Every concern is viewed as an opportunity to improve the overall customer experience. It is understood that there are two sides to every situation, and the company always strives to reach a fair and reasonable resolution for all parties involved.
  In this case, the customer submitted a claim on May 17, 2025, for a garbage disposal unit that was reported as not turning on.
  Per the Service Agreement (Section III. Requesting Service):
  Service may be requested by calling ************** or through the online customer portal.
  Under normal circumstances, the company will contact an authorized Service Contractor within two (2) business days, or within four (4) days on weekends and holidays.
  The Service Contractor will then reach out to the customer to schedule a mutually convenient appointment during normal business hours.
  The company determines whether a request qualifies as an emergency and makes reasonable efforts to expedite such cases. Expedited scheduling for non-emergency services may be possible for an additional fee, subject to contractor availability.
  In accordance with this policy, a participating vendor was assigned to the claim on May 20, 2025. On May 21, 2025, the customer informed the ********************** that the issue had already been resolved independently.
  All actions related to the claim were carried out in full compliance with the terms outlined in the Service Agreement. As with all contracts, there are specific inclusions and exclusions that apply.
  The customers policy was subsequently cancelled on May 21, 2025, in accordance with the Terms & Conditions.
  The company remains committed to upholding its core values by offering industry-leading home warranty products and delivering exceptional service to the customers it is privileged to serve.  
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  The ServicePlus home warranty company portrays itself as a company the covers the typical failures of equipment in a typical household, however all claims submitted to date have been denied because of fine print in the policy that is not shared up front at the moment of sale, but available online after an account is created. These exclusions and requirements are cleverly worded to leave the impression of a comprehensive coverage, however in practice results in all claims being denied or paid off with an amount that is a fraction of the repalceemnt costs. examples:-wine cooler - excluded from coverage - dishwasher - repair part no longer available, offered to pay $156, what the replacement part would have costs. After protest offered to pay $300. The replacement costs was $1823 -built in microwave - denied, even though the policy covers built in microwaves, and this microwave was built in, but the manufacturer markets it also as a countertop with a build-in trimkit, they have a basis to deny the claim - Waterheater stopped working; water heaters are fully covered but not tankless water heaters......- **, The ** claim would have been covered but the part that failed was. still under manufcturers warranty, so the claim is denied because they do not deal with manufacturers, resulting in the part is covered by the manufacturer but the replacement of the part I need to pay, $1100 to have it replaced. Coverage denied. I cannot find anywhere in the policy that coverage of equipment that After these experiences I requested to cancel the policy are get the prorated policy amount refunded. I was assured (verbally when purchasing the policy) that I could cancel at anytime and would be refunded the prorated premium. I paid $1980 on 25 July 2024 for 6 years of coverage.I am requesting a payment of the $1100 ** repair and a refund of the remaining prorated policy and cancellation ofthe policy All in all from my perspective a highly deceptive business

  Business Response

  Date: 05/20/2025

  Complaint ***********
  Thank you for contacting us regarding the above-referenced complaint. We treat each concern with the utmost respect and view customer feedback as a valuable opportunity to enhance our service to the valued customers we serve. We understand there are always two sides to every situation and remain committed to reaching fair and reasonable resolutions for all parties involved.
  The service agreement is available at all times on our website at ****************************** under the "Resources" section, prior to purchase. Additionally, consumers are provided with a 30-day review period following the purchase, during which they may cancel the agreement for a full refund if not satisfied.
  A summary of the customers claims and the actions taken is as follows:
  Dishwasher Claim 11/21/2024
  The customer reported the controls were not functioning. A participating vendor diagnosed a control panel failure, and the part was no longer available. In accordance with the policy, we offered the customer a monetary settlement.
  Per Section VII. General Limitations of Liability (U):
  We reserve the right to determine whether to repair or replace a covered item. If parts are unavailable, a cash settlement reflecting the average cost of parts and labor is offered. We are not responsible for matching dimensions, brand, or color, nor for replacement due to technological incompatibilities or material changes.
  Built-In Microwave Claim 12/9/2024
  The customer reported the unit had stopped working. Upon vendor inspection, it was determined that the magnetron failed and fuses were blown. However, based on the serial and model number, the unit was identified as a countertop model, which is not covered under the plan.
  Per ******************* (K):
  Countertop units are explicitly excluded from coverage.
  Air Conditioner Claim 4/23/2025
  The unit was reported to be leaking water. The vendor found a refrigerant leak in the evaporator coil, which required replacement. It was determined the unit was still under the manufacturer's warranty. As per the policy, **** is secondary coverage, and our liability is omitted when another active warranty exists. The customer was advised to contact the manufacturer.
  Per Section VII. General Limitations of Liability (Q):
  This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties, or guarantees, including, but not limited to, manufacturers, contractors, builders, distributors, or home warranties. Additionally, when another active warranty or insurance is in place, our policy acts as secondary coverage, omitting us from liability in those instances.
  Water Heater Claim 5/7/2025
  The customer reported the unit was not turning on. It was confirmed that the water heater was a tankless model, which is excluded from coverage.
  Per ******************* (G):
  Tankless water heaters are not covered under this agreement.
  The policy was canceled on May 15, 2025, in accordance with the Terms & Conditions. As a result, the reimbursement check issued for the dishwasher claim was voided, as the associated costs were included in the final refund amount provided to the customer. We want to emphasize that we value this customer and remain committed to maintaining positive, long-term relationships with the individuals we are privileged to serve.
  All claims were reviewed and processed in full accordance with the Service Agreement. It is important to note that all contracts include specific coverages as well as exclusions. 
  We remain committed to providing a positive customer experience and operating with integrity in support of our customers, contractors, employees, and **********************.
  We continue to uphold our founding principles by offering industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions, please dont hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:05/03/2025

  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.

  I filed a claim 4/28/25 that my refrigerator was not working. They had a technician call and decided what was wrong over the phone. He was placing what part needed to be ordered and Service Plus was to get a technician assigned to fix it. I have called several times as to not assigned. 1st was the part needed to be ordered and now it is they cannot find a technician to do the job. Thursday the supervisor was to escalate this. Saturday still not assigned & now they are saying nothing will happen until Monday! I have paid my $75 and my annual fee! They say I can hire my own and they will reimburse me me but I am afraid they wont & I dont have that kind of $ right now.

  Business Response

  Date: 05/13/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We take all concerns seriously and appreciate your feedback, as it helps us continually improve the services we provide to our valued customers.
  We understand that every situation has multiple perspectives, and we always strive to reach fair and reasonable resolutions for all parties involved.
  In this case, the customer submitted a claim on April 28, 2025, regarding a refrigerator that was not cooling properly. A participating vendor diagnosed the issue as a faulty relay and arranged for the necessary part to be shipped directly to the customer. A work order was generated for the vendor to complete the repair once the part was received. Unfortunately, there was a delay caused by an issue with the vendor receiving the work order.
  To address the delay, we offered the customer a reimbursement option. This alternative allows the customer to hire a local technician to install the provided part. The technician would need to contact us with the installation cost for prior approval. Once approved, we will issue reimbursement upon receiving a copy of the paid receipt.
  As a gesture of goodwill, we applied a complimentary service call fee credit to the customers account on May 8, 2025. This credit can be used toward their next service request. A participating vendor has been assigned to the claim, and the customer may contact the vendor directly to schedule the repair.
  We remain committed to upholding our core values by delivering industry-leading home warranty products and exceptional service to the customers we are privileged to serve.

  Customer Answer

  Date: 05/13/2025

  
  Complaint: 23281960
  
  I am rejecting this response because: I have yet to have my refrigerator fixed. As well to note I advised I was afraid to hire someone on my own that I would not be paid by them to refund the money to hire someone else. . As well to note I talked to several managers before they even ordered the part and I had already paid my portion to their team member my fee for filing a claim. I do not have the money to pay for someone to fix this. I have been quoted $240 on top of what I have paid. I just want my refrigerator fixed. 
  
  
  
  Regards,
  
  ********** ******

  Business Response

  Date: 05/20/2025

  Complaint ID: ********
  We have properly addressed this complaint. As of May 15, 2025, we authorized the repair of the unit to the vendor, and we were advised at that time that the repair had been completed.
  We sincerely apologize for the consumers negative experience. Based on the actions taken, we respectfully request that this complaint be closed as answered.
  For any further assistance, please contact us at **************.

• Initial Complaint

  Date:04/30/2025

  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.

  I recently purchased a plan and tried to file my first claim. The claim was filed on Monday morning around 8am via their phone system since I was unable to log into the app. I then called for password assistance and was helped and able to l9gin. I saw that the claim was incorrect and submitted a correct claim. The next day there was no change. I called and they said it would be handled within 24 to 48 hours. Too l9ng but i waited. By Wednesday afternoon there was still no change. I called again and the *** told me it was up to 48 business hours...over a week!!! I told her that was not what the contract said and she said there was nothing she could do. I called again we'd evening to see if I could get help and the gentleman tries to sell me a full year package. I declined and he informed me there was no one there to help. When I asked if it was an emergent issue like sewer backing up he said there was not anyone there to help. So...not sure what this company is thinking is acceptable. I can't get service after paying for 2 monthly installments. I want my money back...this company is fraudulently selling services they don't actually deliver.

  Business Response

  Date: 05/08/2025

  Complaint ***********
  Thank you for reaching out regarding the above-referenced complaint. We take every concern seriously and appreciate the opportunity to address and learn from customer feedback.
  The customer submitted a claim on April 28, 2025, for a clothes dryer, citing a loose door seal. As per the Service Agreement, door seals are considered a non-covered condition and were communicated as such. The customer later reported that the drum was not spinning correctly. A participating vendor was dispatched on May 1, 2025, and identified drum bearing failure as the issue.
  The policy was activated on April 19, 2025. Given that the failure occurred only nine days into the policy period, it was determined that the issue existed prior to coverage and is therefore classified as a known or unknown pre-existing condition, which is excluded under the Service Agreement.
  In an effort to assist the customer, we offered a $150 goodwill payment despite the non-covered nature of the issue. This offer was declined. The customer subsequently requested to cancel the policy on May 7, 2025, which was processed the same day in accordance with the Terms & Conditions.
  All claims were reviewed and handled per the terms of the Service Agreement, which outlines both coverage inclusions and exclusions. We remain committed to providing exceptional service and upholding the values that guide our company.

• Initial Complaint

  Date:04/20/2025

  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.

  I ****** ***** bought 3 warrenty from this company several months ago my payments are on auto service plus never had a problem receiving their monthly premium. I filed a claim several months ago the plumbing issue I had to have fixed myself after a couple of months of service not correcting the problem. There is also another claim for a stove that today still hasnt been resolved. I was told to mail off a receipt for the plumbing issue that Ive several months ago Ive havent received a reimbursement check for those receipts todate. I was given a phone to contact a person about both issues I called that number Friday its no longer in service. Now I have another claim for air conditioning unit that not working I fill a claim out online Im thus will be another wasted. When bought the warranty I explained to ***** I was nearly 80 years could no long take care of maintenance issue myself ***** assured me that service plus had technicians in place to take care of any issues that would come up. ***** did his job said what u wanted to hear to make the sale its a shame that was nothing but a sales pitch. ** name is ****** ***** Sr. ** email is ************ my phone number is **************.

• Initial Complaint

  Date:03/31/2025

  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.

  1.
  On 11/13/2024, I put in a repair order on my dishwasher.
  2.
  SP had great difficulty finding someone to do the repair, and sent out two companies that could not do the work. This went on for about a month. We got the impression that no companies wanted to work with them.
  3.
  SP finally told me to pay for the repairs myself, and they would reimburse me. This was after I had already paid their repairman $100.
  4.
  I had the dishwasher repaired and submitted their paperwork for reimbursement of $187 on Dec. 25, 2024.
  5.
  I never received a reimbursement check.
  6.
  I've called numerous times, and they finally said that a check had been sent on March 13, 2025, but I have not gotten any check as of March 30, 2025.
  7.
  I requested that they cancel my account and no longer charge me the monthly fee, but they refuse to do this.

  Business Response

  Date: 04/07/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We treat each complaint with the utmost respect and value all feedback as an opportunity to improve the service we provide to our valued customers.
  We understand that there are always two sides to every situation, and we are committed to reaching fair and reasonable resolutions for all parties involved.
  The customer filed a claim on November 13, 2024, for a dishwasher that was not draining. A participating vendor was assigned on November 14, 2024. On November 18, 2024, the customer informed us that the assigned vendor was unable to provide service. As a result, a new participating vendor was assigned on November 20, 2024.
  On November 22, 2024, the customer advised us that the new vendor had visited the home but was unable to complete a full diagnosis because the dishwasher was mounted to the wall. A third vendor was subsequently assigned, and they diagnosed the issue as a failed wash pump kit.
  SPHW ordered the necessary part and shipped it directly to the customer with instructions to coordinate installation with the vendor. On December 19, 2024, the customer contacted us, stating that although the vendor had scheduled two appointments, the repair was still not completed. To avoid further delay, we offered the option of assigning a new vendor or pursuing a reimbursement route.
  Under our reimbursement process, the customer may hire a local vendor to diagnose and repair the issue. However, the vendor must contact SPHW prior to performing any repairs to confirm the failure, parts, and pricing. If the failure is determined to be covered, we issue a reimbursement check upon receipt of the paid invoice.
  We received the paid invoice and approved the reimbursement on December 30, 2024. Reimbursement checks are mailed within 30–45 business days. The check was mailed on March 13, 2025. On April 2, 2025, the check was returned to sender. Upon verifying the address (which was correct), we reissued the check and mailed it the same day.
  While we do not have control over **** delivery, we sincerely apologize for any inconvenience this may have caused.
  The policy was cancelled as per the Terms & Conditions of the policy on 4/2/2025. In an effort to provide good customer service we waived the $50.00 administrative fee at the time of cancellation.
  All claims were processed in accordance with the terms and conditions outlined in the Service Agreement, which includes both inclusions and exclusions. We remain committed to providing a positive customer experience and doing what is right for our customers, contractors, employees, and the company as a whole.
  We stand by our founding ideals to deliver industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions or need additional assistance, please contact us at ###-###-####.
  
  

  Customer Answer

  Date: 04/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ***********

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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.

  To whom it may concern, I Johnny Price III have a contract with Service Plus Home Warranty. Earlier this month my garage door stopped working. I contacted them to get it fixed after a couple of weeks.
  finally assigned a technician. The technician came out. I paid $125 to the technician for the service call. Now about a week and a half later on Friday, March 28, 2025. The technician called me and informed me that I would have to pay extra $200 to him to finish replacing and repairing my garage door opener. This morning I reached out to Service Plus Home Warranty about why would I have to pay in another $200 for an item which is the garage door opener that is covered under their warranty. I was informed by the service representative that helped me that they is going to pay $500, which he also informed me that they was helping assist me with getting the garage door replaced. I asked him to explain to me.What do he mean by Service Plus Home Warranty assisting me with service that they should cover, I also stated I would not pay another $200 because I have already paid them $1300 in advance for their services. He told me that that’s what it’s gonna be. I informed him I would like to have a refund of my money and cancel their services. He told me again. I am not getting a refund and that I am bonded and have a nice day and he hung up the phone. So at this point, I just want to get my garage door fixed or get a refund of my money.

  Business Response

  Date: 04/07/2025

  ********* ***********
  Thank you for contacting us regarding the above-referenced
  complaint. We treat each complaint with the utmost respect and take all
  feedback as an opportunity to improve the service we provide to our valued
  customers.
  We understand that every situation has multiple
  perspectives, and we strive to reach fair and reasonable resolutions for all
  parties involved.
  The customer submitted a claim on March 8, 2025, for a
  garage door opener that was not functioning properly. Our participating vendor
  inspected the issue and determined that the logic board had failed.
  Unfortunately, the required part was no longer available.
  In accordance with the terms of the Service Agreement, when
  parts are no longer available, we offer a cash payment based on the average
  cost of parts and labor for the covered repair. We also reserve the right to
  attempt to locate parts at any time. The Service Agreement clearly states that
  we are not liable for the replacement of entire systems or appliances due to
  the obsolescence or unavailability of one or more integral parts. However, we
  do provide reimbursement based on a reasonable allowance for the fair value of
  comparable parts.
  On March 25, 2025, we offered a cash alternative payment
  (CAP) of $500.00, payable directly to the participating vendor, to be applied
  toward the replacement of the garage door opener. Any remaining balance beyond
  the CAP amount is the customer's responsibility.
  All claims have been handled in accordance with the terms
  and conditions outlined in the Service Agreement, which includes both
  inclusions and exclusions.
  We remain dedicated to delivering a positive customer
  experience and upholding our core values of fairness, integrity, and service
  excellence. If you have any further questions or require additional assistance,
  please contact us at ###-###-####.

• Initial Complaint

  Date:03/27/2025

  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.

  Stove Part is not available and according to my contract it will be repaired or replaced. When contacted by Mr *** ***** he informed me it would cost me out of pocket $420. I explained my contract and he just repeated the same thing. I asked him if its going to cost me out of pocket, why would I need this warranty. What I'm asking is a refund of my payments. 2 $45 paid directly by ****************, $100 for technician from Xpert Electronic Svc to find the problem and $200 for emotional stress..I explained I needed my oven for Easter Sunday because I was hosting 12 people for dinner. Total of $390.00

  Business Response

  Date: 04/04/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We treat each concern with the utmost respect and value all feedback as an opportunity to enhance the service we provide to our valued customers.
  We understand there are always two sides to every situation and remain committed to working toward fair and reasonable resolutions for all parties involved.
  On March 10, 2025, the customer submitted a claim regarding a stove that was experiencing inadequate heating. The participating vendor diagnosed the issue and determined that the overlay pad had failed and that the part was no longer available.
  As outlined in the Service Agreement, when parts are unavailable, we provide a cash payment based on the average cost of parts and labor for the covered repair. The relevant section of the agreement states:
  VII. GENERAL LIMITATIONS OF LIABILITY
  We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to incompatibility with new systems or materials. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor. We reserve the right to locate parts at any time and are not liable for full replacement due to obsolete or discontinued parts. However, we will provide reimbursement based on a reasonable allowance for the fair value of like parts. We also reserve the right to rebuild or replace with rebuilt components.
  Based on this policy, we offered the customer $120.00 to cover the cost of the part and associated repair. The customer subsequently requested cancellation of the policy on March 25, 2025, in accordance with the Terms & Conditions.
  All claims have been serviced in strict alignment with the Service Agreement, which includes both coverage and specific exclusions.
  We remain committed to delivering a positive experience and doing the right thing for our customers, contractors, employees, and **********************. Our mission is to uphold the highest standards while providing industry-leading home warranty products and services.
  If you have any additional questions or concerns, please do not hesitate to contact us at **************.
  
  

  Customer Answer

  Date: 04/05/2025

  
  Complaint: 23124494
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23124494
  
  I am rejecting this response because:
  In being able not to repair my appliance it would be replaced according to my contract. I want a refund for the money I have paid. They are in breach of contract. 
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 04/16/2025

  Complaint ID: ********
  We have thoroughly reviewed and addressed this complaint, referencing the applicable sections of the policy that confirm when parts are no longer available, a cash settlement may be provided in accordance with the terms of the agreement. As with all home service contracts, the ServicePlus Home Warranty (SPHW) agreement contains both inclusions and exclusions. At no point during the handling of this claim was **** in breach of contract.
  The full Service Agreement is accessible at any time on our website, ******************************, under the Resources section, and is available for review prior to purchase. Additionally, customers are given 30 days after the purchase date to review the agreement and may cancel for a full refund if they are not satisfied.
  We sincerely regret the customers negative experience. However, as services have already been rendered, the customer is not entitled to a full refund. If the customer would like to explore cancellation in accordance with the Terms & Conditions, we encourage them to contact us directly at **************.
  Given the resolution provided and the adherence to our policy, we respectfully request that this complaint be closed as answered.
  
  

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23124494
  
  I am rejecting this response because: According to my contract  if not able to repair it will be replaced.  All I am asking is a refund for what I already paid which is $95 plus $100.  This will satisfy  me as a former customer.  Hopefully you will consider my refund and we won't have to  move on to other means.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 05/02/2025

  Complaint: 23124494
  We have thoroughly reviewed and appropriately addressed the consumer's complaint, referencing the relevant sections of the service contract. As requested, the policy was cancelled in accordance with the Terms and Conditions.
  Regarding the refund request, we have determined that the amount sought exceeds the total the consumer paid into the Service Plan. Services were rendered and costs were incurred under the policy; therefore, a full refund is not warranted. However, in a gesture of goodwill and in the interest of customer service, we have waived the 10% administrative fee typically applied to cancellations initiated prior to the end of the policy term.
  Per Section XII, Cancellation, Subsection C of the contract:
  "If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs (including, but not limited to, any goodwill payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled, any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you."
  While we regret the consumers negative experience, the claim and cancellation were handled in full compliance with the service contract. Therefore, we respectfully request that this complaint be closed as answered.

• Initial Complaint

  Date:03/26/2025

  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 $2250 for their platinum service contract three years ago. It is a six-year contract. We used about $180 one time on a dishwasher repair. On the past Sunday we had another problem with our dishwasher and put in claim #****** for a repair. After having to get our own tech to come out, because it takes them days to assign calls, he determined that there was a slight leak in the door gasket, but the main problem was that the motor was leaking and needed to be replaced. The cost for the repair was going to be $1290 and this was reported to the company. The person from the authorization department told the tech that it was too much so do not order the parts and they would call me with my options. Upon me calling them I was told that the claim was being denied because the *** told them that the leak in the gasket caused the motor to go and they don't cover gaskets. This is absolutely not true as I was standing next to the tech during the whole conversation as the call was made on my phone. That was never said. The tech was asked about the cost of the parts, the part numbers, if he felt the unit was overused but never that the gasket made the pump go. Also, anyone with any knowledge of such things would have an understanding that a leak on the door couldn't migrate to the middle of the machine and then defy gravity by going upwards to the middle of the machine onto the pump. This is just an excuse to not pay for the repair or replacement. I had the same issue with the first service call with them doing everything they could to deny the claim. I asked to have the policy prorated and canceled and was told the value of the policy was gone. With three years left on it? They offered me $300, and I told them I would settle for $400 but they refused. Now I would like the cost of replacement of $900 or half of my contract returned, and the remainder of the contract canceled because of their shady business practices. I don't want to deal with them anymore.

  Business Response

  Date: 04/04/2025

  Thank you for contacting us regarding the above-referenced complaint. We treat every concern with the utmost respect and use customer feedback as an opportunity to improve the quality of our service.
  We understand that there are always two sides to every situation, and we are committed to finding fair and balanced resolutions for all parties involved.
  The customer submitted a claim on March 23, 2025, for a dishwasher issue, reporting an error code, leaking, and the unit shutting down. On March 24, 2025, the customer informed us that they had engaged their own vendor for diagnosis and would pursue reimbursement through that route.
  According to the vendor's report, there were two sources of leakage: one beneath the motor affecting the sensor, and another from the door gasket, which was leaking down the front of the door. After reviewing the diagnosis, it was determined that the issues fall under non-covered failures, as outlined in the Service Agreement.
  Please note that all claims have been handled in strict accordance with the terms and conditions of the Service Agreement, which includes both covered items and specific exclusions.
  That said, in an effort to assist the customer and as a gesture of goodwill, we offered a $350.00 settlement, which was accepted on April 4, 2025.
  We remain committed to upholding our founding ideals by providing industry-leading home warranty products and delivering exceptional service to every customer we have the privilege to serve.
  If you have any further questions or require additional assistance, please dont hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:03/21/2025

  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.

  I purchase this warranty back in Jan 2024 for $50.00 per month. We just filed a claim two weeks ago for our refrigerator. The contract is for a year that cover all appliances and they claim to do same day service and I had to pay $100 deductible. The claim number ******. . The first contractor -(Bently Cross-************) was called twice and never show up..Therefore, we had to wait on the second contractor that came out the same day. The second contractor-(AJ Applicance Repair-***** *******) -determine that the refrigerator has so many things wrong with it and that the warranty might just want to replace the refrigerator. I received a message today that the claim was close. Therefore, I called the warranty company to find out if they was going to do anything regarding repairing the refrigerator or replacing it. I want to cancel my contract and fix my refrigerator repair.

  Business Response

  Date: 04/04/2025

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The customer placed a claim for a refrigerator ice maker on 3/27/2025 stating the unit was not producing ice. During the initial call in questionnaire the customer was asked the last time the unit was working properly and the customer advised 2/16/2024. The participating vendor reported the ice maker failed, the water valve was not providing water to the unit and the drain line was clogged. The customers policy became effective on 1/30/2024. With multiple component failures, the failures could not have happened within the short life of the policy. It was determined to be a known or unknown pre-existing failure  which is a non-covered condition as per the policy. 
  In an effort to assist we offered the customer $150.00 goodwill which the customer rejected. We then offered the CAP amount of $200.00 which the consumer also rejected.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our **********************. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If the customer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 04/04/2025

  
  Complaint: 23099838
  
  I am rejecting this response because: i was misled by ServicePlus Warranty corporation about what the home warranty would cover and told that $100 deductible would be all i pay after I made a claim to determine diagnostic exam from contracted mechanic from Service Plus. The contracted mechanic said that he thought we would have our refrigerator replaced due to the repairs. I am asking that our contract be canceled and receive a recoupment of monthly payments we made since January 2024 up until recently.  I only mentioned the icemaker to the mechanic and he noticed other repairs needing to be done. I would like to request that we receive a recoupment of what we have paid each month for warranty since January 2024 and additional money that would cover the cost of a comparable new refrigerator along with cancelation of our contract. 
  
  
  Regards,
  
  ********* ******

  Business Response

  Date: 04/16/2025

  Complaint ID: ********
  We have thoroughly addressed this complaint and referenced the relevant sections of the policy, which support the denial of coverage. All home service contracts include both coverages and exclusions.
  The full Service Agreement is readily available on our website at ****************************** under the Resources section and can be reviewed prior to purchase. Additionally, consumers have 30 days after purchase to review the agreement, during which they may cancel for a full refund if they are not satisfied.
  We sincerely regret the customer's negative experience. However, as services have already been provided, the customer is not eligible for a full refund. If the customer wishes to discuss cancellation in accordance with our Terms & Conditions, we encourage them to contact us at **************. We request this complaint be closed as answered.