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 has 8 locations, listed below.

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  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

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:07/29/2024

  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.

  Company is stealing consumers money and not delivering services as promised!! Placed a service call in June because ice maker was not working, was told they had no service tech is my area, my response was how are you offering service and do not have service techs? Asked them to CANCEL then the credited it ***** because they said the price was ***** a month so I told them again to cancel especially since they had no repairmen in my area. I was out of ***** to the Tech that finally showed up then we were both told the don't cover the repair compressor and denied the claim. I was OFFERD ******. I want that check asap. All my food had to be thrown away and the out-of-pocket repair is ******. They are liars and scam artist at this company!!!!!!!!

  Business Response

  Date: 08/16/2024

  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 consumer placed a claim for an refrigerator on 7/3/2024 stating the unit was leaking water, additionally they included the icemaker was not working. Due to limited availability of participating vendors the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out to the home to diagnose the failure. The consumers vendor must contact SPHW prior to any repairs to report the failure, parts & pricing. If determined to be a covered failure, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumer rejected this offer. A participating vendor was assigned to the claim on 7/9/2024 who reported the sealed system had a leak causing the compressor to fail. As per the policy leaks of any kind is a non-covered condition. 
  C. Refrigerator
  Note: Refrigerator must be located in the kitchen.
  COVERED: All components and parts, including integral freezer unit, except:
  NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
  Unfortunately the sealed system leak caused a secondary failure to the compressor which is a non-covered condition. 
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  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 **********************. 
  If an effort to assist the consumer we offered $200.00 goodwill towards this non-covered condition which was rejected on 7/24/2024. 
  The consumer initiated chargebacks which automatically cancels the consumers account. As we have no financial obligation to the refrigerator claim, the goodwill was revoked upon receiving the chargebacks. 
  XII. CANCELLATION
  A. This Agreement may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of ************* Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHWs issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (v) a change in laws or regulations that has a material effect on the business of SPHW or SPHWs ability to fulfill its obligations under this Agreement.
  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 you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:07/27/2024

  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.

  My central a/c stopped running! I called and texted and emailed them with no response. I had to have a service company repair the problem,and I paid for this.Continue to try to contact them with no help. Today tried to cancel policy and they refused to , until April 2025

  Business Response

  Date: 08/06/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We highly value every complaint and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  We have not received any complaints from other consumers advising us of any issues with submitting claims whether by phone or through the customer portal. This is an isolated incident.
  We have not received a claim about an air conditioner failure from this consumer. Consumers may request service by calling ************** or request service through the Customer Portal that accepts service requests 24 hours a day, 7 days a week. Please note that our system is not set up to receive text messages. We have made multiple attempts to contact this consumer to offer assistance, but the consumer has not answered our calls.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  The consumer requested to cancel the policy on 7/27/2024 and was advised that a manager would contact them to go over the cancellation process. Multiple attempts were made to reach this consumer, but these went unanswered. The policy has been cancelled as of 8/5/2024 per the Terms & Conditions of the policy. To assist the consumer, we waived the $50.00 administrative fee associated with cancellation.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:07/24/2024

  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 called my service company to ask them to come out and look at an air conditioner unit for my rental home with small children in the house with the temperature over 90. I called back at the end of May 2024, and it them two weeks before someone showed up unannounced and was not certain what was going on. Im here to look at the refrigerator!! Really??? Its been over two weeks and no one has said anything to me but wanted me to pay the service bill!! You have got to be crazy. Im done and will never recommend NO ONE to this company! Bad customer service and bad results, they are money hungry and will be quick to charge you the $100 service fee, but takes WEEKS to send someone out to repair something. Lets not talk about fixing an appliance where the wrong part kept being order and told me I needed to send it back even though I didnt order it for me to get credit. Horrible experience!

  Business Response

  Date: 08/02/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for an air conditioner on 5/19/2024 stating the unit had inadequate cooling. A participating vendor was assigned to the claim on 5/20/2024. The consumer never contacted us to advise us there was an issue with scheduling with the assigned vendor.  
  Due to the consumer having a negative experience, the policy was cancelled 7/25/2024 as per the Terms & Conditions.
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will 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.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  In an effort to provide good customer service, we waived the $50.00 administrative fee at the time of cancellation.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  I submitted a claim for my air conditioner to the company. On July 1, 2024, a technician arrived and diagnosed the issue. A week had passed, and customer service stated that they were waiting for the technician to send pricing information. I called again near the end of the week, and they told me the same thing. After three weeks without air conditioning, two supervisors informed me that they are still waiting for the technician but were expediting the situation. I asked if they could compensate me for not having any air. They said they couldn't do it. It's July 23, 2024, and I'm finally getting my air conditioning fixed tomorrow. The technician stated that the company wasn't waiting for him, they just wanted cheaper parts ordered.I had to borrow a floor AC unit from a friend. I also had to send my kids to family members due to the extreme heat.

  Business Response

  Date: 08/02/2024

  
  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for an air conditioner on 6/26/2024 stating the outside unit was not working. The claim was assigned to a participating vendor the same day. The vendor submitted a partial diagnosis on 7/8/2024. We received the complete diagnosis on 7/17/2024 for which the claim was approved for the defrost board and pressure switch. It was only after these parts were installed that it was determined that the compressor was shorted to ground, which is a non-covered condition as per the policy. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  In an effort to assist the consumer with this non-covered failure, we offered $200.00 goodwill on 7/30/2024. All checks are processed and mailed within ***** business days. 
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  My AC broke down in the heat of summer. Filed a claim with Service plus Home warranty. After a week a service tech showed up and found that Evaporator coil was leaking which leaked freon, needs to be replaced which will cost $4000.00 I had to pay for service fee and lead test fee $150.00. But The service plus company denied my claim saying they cover only wear and tear and not corrosion. The report does not mention anything about corrosion. I said corrosion happens due to wear and tear. But they don't want to listen. I am very upset, because you buy warranty hoping they will help you when you need them.

  Business Response

  Date: 08/01/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for an air conditioner on 6/15/2024 stating there was inadequate cooling. The participating vendor reported the unit was low on freon and a leak detection was needed. As per the policy, a leak detection is a non-covered condition. 
  A leak detection was performed which determined there were multiple pin hole leaks due to corrosion buildup within the coil that degrades the coil leading to holes developing and freon leaking from the system. As per the policy failures due to rust/corrosion are a non-covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, Schrader, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our company.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at ###-###-####.
  
  

  Customer Answer

  Date: 08/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am paying for Home warranty with out missing any payment. Your Company promised to take care of covered system like AC and heating regardless of the cause. when a person is sick say got Cancer, and go to the hospital, and the insurance company say we will not cover this cancer because it was caused by you eating unhealthy foods. How ridiculous that would sound?. It's the same way you are denying my claim. I reject your beating on the bush explanation to make excuses not to pay.

  
  
  
  
  
  
  
  Regards,
  
  
  ****** ****** 

  Business Response

  Date: 08/23/2024

  Complaint ID: ********
  We appreciate the opportunity to address this concern. After a thorough review, we have determined that the air conditioner failure falls under a non-covered condition as outlined in the applicable sections of our policy. Our home service contracts clearly detail both inclusions and exclusions, and unfortunately, this situation is excluded from coverage.
  We sincerely apologize for any inconvenience this may have caused and are committed to providing assistance in resolving this matter. As a gesture of goodwill, we offered a $200.00 goodwill for the non-covered condition. However, the consumer has declined this offer.
  While SPHW is not financially obligated to cover this claim, we are willing to expedite a resolution. Upon acceptance of this resolution, we will issue and mail a check for $200.00 within 7-10 business days.
  Should you require further assistance, please do not hesitate to contact us at ###-###-####.

• Initial Complaint

  Date:07/23/2024

  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.

  My dryer would not heat.The repairs could not be made technician Who my husband spoke to over the phone said (they don't even come out for repairs) said that the motor was gone. I had to buy a new dryer. They will not send me a check towards the purchase of my new dryer for six to eight weeks. I asked why so long and was told it takes that long for them to process a check. I need my money now. July 7 at 1556, 1600 Spoke to ****************** was approved june 27 2024 I've been calling every week. I called Starting from June 27 July 5 but not yet July 12 but not yet July 19 but not yet I was told "WHY?"The check won't be mailed out within 6 to 8 weeks "WHY so long?"Spoke to ******* he said its a $200 check coming six to eight weeks. I have not received an email.Spoke to ***** at 0939, 27 June 2024, he said It's the motor he will send $200.00 check to replace it. It's taking too long! This happened June 27 2024. I called July 5 but not yet July 12 but not yet July 19 but not yet I've been calling every week.

  Business Response

  Date: 08/02/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumers claim check was authorized on 6/27/2024. All checks are processed and mailed within ***** business days for which we are still within that timeframe.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  In an effort to resolve this complaint we will expedite and mail the check within 7-10 business days.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:07/19/2024

  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 Friday July 5 I contacted SERVICE PLUS WARRANTY I put in a claim because my central air unit was non working. Service plus failed to send a technician to my home to service my unit. I called the next day was told that I can get my own technician in which Ive done Ive had *** TO SERVICE THE **** AS WELL AS CALLED SERVICE PLUS WARRANTY CUSTOMER SERVICE AND SPOKE WITH AGENT SO THE TECHNICIANS GAVE DIAGNOSTIC TO SERVICE PLUS INSTEAD OF HONORING THE DIAGNOSTIC GIVING BY *** AIR HEATING TECHNICIANS THEY SENT OUT ANOTHER TECH WHICH HAD THE SAME FINDINGS OF WHICH THE **** WAS UN SERVICEABLE AND **** NEED TO BE REPLACED AS OF TODAY JULY 19 SERVICE PLUS WARRANT SAYS THEY WILL NOT REPLACE MY **** AND WAS OFFERING $250 ORIGINALLY I WAS QUOTED $1500 TO PUT TOWARDS A NEW ****. I SPOKE TO MANAGER. INSTEAD OF ACCOMMODATE ME . I HAVE BEEN A CUSTOMER FOR 2 YEARS AND TO NOT HONOR MY ******************** I HAVE A SENIOR AT HOME WEVE BEEN WITHOUT AIR FOR FEW WEEKS NOW IT IS UNACCEPTABLE TO TREAT CUSTOMERS LIKE THIS I WANT TO BE MADE WHOLE AND ACCOMMODATED THEY CLOSED MY ACCOUNT WONT ANSWER ANY CALLS

  Business Response

  Date: 07/29/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for an air conditioner on 7/5/2024, stating there was inadequate cooling. The participating vendor reported that the capacitor and transformer were rusted, causing a poor connection and resulting in the wires and components overheating. As per Section 7, Letter D, under the terms and conditions, Service Plus is not responsible for failures due to lack of maintenance.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  I contacted Service Plus, Resolution Manager ************************* on July 8,2024, after my claim for a repair of my air conditioner was denied. ************** informed me that he would not approve my repair; however, he would give me $150 towards the repair upon proof of completion. I explained that this amount was not even close to the cost of repair which was $1100 to replace the **** empty the refrigerant and recharge the system with new refrigerant. I asked him to cancel my contract, which was effective June 25, 2024 through August 25, 2025, and give me a refund of my money. He refused and when I asked to speak with someone above him, he said he was the final authority. I have never used this contract, the time between my effective date and my request to cancel was only 8 business days and I believe I am within my rights to request a full refund. My reasons are: 1 I was told by the sales person this contract would provide the same platinum protection as Choice and American Homeshield, it does not. 2. I could cancel anytime, but refund would be prorated, this is not true. 3. Service Plus fails to provide coverage for many parts that are integral to the various system operations, making the contract useless. 4. In looking at prior complaints, it appears their business model is to deny coverage, or not provide a service contractor and then make an extreme lowball cash offer that takes forever to be approved, or is simply not reimbursed after the homeowner has made repairs. I do not want to be in business with this type of company! My heart is weak and it causes undue stress and health issues. Please assist me in getting a refund, thank you.

  Business Response

  Date: 07/26/2024

  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 consumer placed a claim on 6/28/2024 for an air conditioner stating there was inadequate cooling. The participating vendor reported the thermal expansion valve failed. As per the policy this is a non-covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  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 **********************. 
  As requested, the consumers policy was cancelled 7/19/2024 as per the Terms & Conditions of the policy. The applicable refund will be processed and mailed within ***** business days.
  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 you have any further questions, please contact us at **************.
  

  Customer Answer

  Date: 07/28/2024

  
  Complaint: 22005969
  
  I am rejecting this response because: There was nothing wrong with the thermal expansion valve.  Service Plus sent a service provider who misdiagnosed the problem and the incorrect AC unit.  The problem was with the upstairs AC unit, which was underperforming, not the downstairs unit.  The unit upstairs was not removing enough moisture from the air to allow the downstairs unit to perform correctly.  I have since repaired the upstairs unit, which now allows the downstairs unit to operate correctly.  I spoke with Service Plus representatives ***** and ****** on July 18, 2024, who agreed to mutually cancel my contract and promised to refund my money.  I received and completed the Service Plus Contract Release Agreement on July 19, 2024, but have not received my refund.
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/12/2024

  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.

  On 6/19/24 I called service plus home warranty to file a complaint about my air conditioner. I have four rooms that air is not coming through. They sent a company out to checkout what is going on. I called them back on 7/11/24 because I didnt hear from them. Spoke with **** in resolution center, and he informed me that they denied the claim because the air ducts were installed improperly. He said it wasnt my fault and that he was waiting for the cost from the company .to let me know how much it would cost and maybe give me a small amount, $100, or $200. He didnt specify the exact amount meaning it could be less. I believe they should pay for it because when they wanted my business i specifically ask what do you cover and I went through it in detail with the sales representative and he assured me they cover everything when it comes to air conditioning . And now there telling me they wont cover it. But I pay them hem every month never put a claim and now that I need this fix especially leaving in ******* with this heat and have an elderly person (my mother 81 years old) leaving with me . They dont want to backup their policies on fixing the air duct.

  Business Response

  Date: 07/22/2024

  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 consumer placed a claim on 6/17/2024 for ductwork stating there was inadequate air flow. The participating vendor reported that the ductwork is not delivering the proper air flow due to being improperly installed. It was determined that this was a non-covered condition as the policy does not cover improper installation. Additionally, the consumers policy became effective on 5/18/2024 so it was also determined to be a pre-existing condition. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.
  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 **********************. 
  A goodwill offer was offered to the consumer which cannot be processed being the 1 year term monthly account is in past due status. 
  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 you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  On 04/06/2024 I made a claim with Service Plus for two AC units. After weeks of getting the run arounds on 04/26/2024 Claim #****** . Service Plus sent an email for denying my claim stating the following. Please be advised that certain items and events are not covered by our Agreement. Coverage includes only normal wear & tear mechanical failures of the specific items listed as covered on your Agreement Coverage Summary and excludes all other failures and/or items. Your Service Agreement can be found on our website, www.ServicePlus.com, under the Resource section. As per the diagnosis received it was found the evaporator coil is rusted/corroded out and leaking and needs to be replaced. As per Section 7 Letter D under your terms and conditions Service Plus is not responsible for failures due to rust and/or corrosion.On the second unit for Service Plus | Claim#****** I got the run arounds for a couple of months before a techinicain was assigned my claim. After weeks on 05/27/2024 I received the exact same email stating the following. You are receiving this email because you placed a claim on 5/27/2024 for your Air Conditioning. Please be advised that certain items and events are not covered by our Agreement. Coverage includes only normal wear & tear mechanical failures of the specific items listed as covered on your Agreement Coverage Summary and excludes all other failures and/or items. Your Service Agreement can be found on our website, www.ServicePlus.com, under the Resource section. As per the diagnosis received, it was found the issue with the condensing coil was caused due to a lack of proper routine maintenance. As per Section 7 Letter D under your terms and conditions Service Plus is not responsible for failures due to rust and/or corrosion or failures caused by Lom.

  Business Response

  Date: 07/23/2024

  Complaint ID:   ********
  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 consumer placed a claim on 4/6/2023 for an air conditioner stating the unit was not turning on.The participating vendor reported the condenser coils were leaking freon. It was determined that this was a non-covered condition as per the policy. The consumer stated they had their own vendor out to the home and submitted a paid invoice. The paid invoice stated they repaired the copped on the capillary turb and filled the system with freon. This confirmed what our participating vendor reported. In an effort to assist the consumer we offered $150.00 goodwill towards this non-covered condition. The check was mailed 6/8/2023.
  The consumer placed a claim on 5/24/2024 for an air conditioner stating the outside unit was not functioning.The participating vendor reported the variable speed blower motor failed. Additionally,the vendor reported the failure was caused by lack of proper routine maintenance. As per the policy this failure was determined to be a non-covered failure. In an effort to assist the consumer we offered $150.00 goodwill towards this non-covered condition. The check was mailed 6/17/2024.
  The consumer placed a claim on 5/27/2024 for an air conditioner stating the outside unit was not functioning. Initially we thought this was a duplicate claim and once confirmed it was a different unit with the consumer, a participating was assigned 5/30/2024. Due to heavy volume the vendor was not available within a reasonable timeframe, so the consumer was advised of reimbursement.  On 6/4/2024 the consumer requested a new vendor be assigned to the claim and wanted the vendor who was assigned to the prior claim to be assigned. On 6/19/2024 the consumer contacted us to advise us that the vendor had not been out for this claim. A new vendor was assigned on 6/20/2024. We received a diagnosis from the consumers vendor on 7/5/2024 stating the unit was flat of freon and performed a leak test. The leak test determined there was a large leak within the condenser coil. It was determined that this failure was a non-covered condition as per the policy.
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment,repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED:Filters; filter driers; condenser casings; registers and grills; water towers;humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance;rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  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 you have any further questions, please contact us at **************.