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

  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:07/08/2024

  Type:Order 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.

  I signed up for a 2yr contract with this company on 6/2023. on 3/2024 I filed a claim for my roof. 2 days later I received an email stating they cannot find anybody in my area to fix my problem. I get another email telling me to find my own roofer and get reimbursed up to $300. I'm still waiting, and roof is still not fixed. On 6/2024 I filed another claim for my sewer drain, The next day I get the email, cannot find anybody, find your own and get reimbursed up to $200. I called the company on 6/14/2024 to discuss my frustration with the company and asked to cancel my policy according to their policy terms. I got told by the manager that day, the cancellation was processed. An hour later I get a call back we can't cancel. I called the manager back and asked why. The manager tells me they are not willing to cancel this policy according to their terms and conditions. I saw the cancellation should be in writing. I email a letter and mail the letter, asking to cancel the policy according to the terms and conditions. I still got no answer from my request. They are breaching their contract and forcing me to keep it.

  Business Response

  Date: 07/18/2024

  Complaint ID: ********
  Thank you for contacting us with your complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. We understand that there are two sides to every story and always strive for a fair resolution between all parties involved.
  The consumer placed a plumbing stoppage claim on 6/10/2024, reporting water coming up from the sewer drain. Due to limited availability of participating vendors, the consumer was offered reimbursement. This would involve the consumer contacting a local vendor to diagnose the issue, with the vendor needing to contact SPHW prior to any repairs to report the failure, parts, and pricing. The consumer rejected this offer. A participating vendor was assigned to the claim on 6/21/2024. Subsequently, the consumer informed us that they had the issue repaired independently and was advised to send in the paid receipt for review. We understand the consumer's frustrations and wanted to assist. The consumer requested to cancel, and to facilitate this, we advised sending in the paid receipt prior to canceling. Unfortunately, we never received the paid receipt.
  All claims have been properly serviced in accordance with the Service Agreement, which includes specific inclusions and exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
  We have canceled the consumer's policy and, in an effort to resolve this complaint, will issue a full refund. A refund check will be sent within the next 7-10 business days.
  We have an unwavering commitment to uphold our founding ideals of providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve. If you have any further questions, please contact us at ###-###-####

  Customer Answer

  Date: 07/22/2024

  [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,
  
  
  
  Kevin Diaz

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim April 20, 2024 re breakdown of washing machine. (Wouldnt drain) Gave date of purchase and ** make. Had the visual appointment and it was determined to be too old to replace..When I called them they said I would receive a check for $130 between six to eight weeks. Claim #****** called two weeks ago -Still nothing! 3 weeks later!

  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 for a dishwasher on 4/23/2024 stating the unit was not draining. The participating vendor reported the drain pump assembly failed. Due to the age of the unit and the potential of additional failures, funds were offered as per the policy on 4/24/2024. Checks are processed within ***** business days.
  We apologize for the delay and any inconvenience this has caused. Based on the information you provided, it appears there has been an unexpected delay in processing your check. Typically, checks are issued within ***** business days, and it seems this timeframe was exceeded.
  Due to the inconvenience of this delay, we have added a free service charge fee to the consumers account to be used on a future claim. 
  The check was mailed on 7/8/2024, and our system shows it was cashed on 7/12/ 2024, which confirms it was received.
  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 **************.
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Purchased "Platinum Plan" in 2022 for a term of 5 years. Service response has been less than satisfactory, bordering on fraud. Air went out last year and Service Plus (SP) came out and put freon in system. This year air went out again and they're refusing to fix stating that they don't cover repairs to line leaks nor do they provide freon! Already a bold-faced lie! They claim "if we can't fix it, we'll replace it". That can't be further from the truth. They don't fix OR replace! They just give you the run around and charge you $75 for a service call! They are not honoring their contract and I've read many reviews since that agree and say almost the exact same thing, they don't honor their part of the contract. This company needs to be shut down or at least fined for false advertisement at the least. We've asked for our money back and they refused. We've asked for them to work with us to find a mutually-agreed upon solution and they've refused. We are senior citizens and have been without air for over 2 months now and are extremely uncomfortable and in dire need of some help or assistance. If not the total replacement of our unit, then at least get our money back. We cannot afford an attorney and this whole situation is very unacceptable. There has to be someone out there that can help and we're told that's you.

  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. We understand that there are two sides to every story and always strive for a fair resolution between all parties.
  The consumer placed a claim on 5/8/2023 for an air conditioner, stating the unit was not coming on. The participating vendor reported the defrost board failed and the claim was approved for repair. For this prior claim, no freon was needed or authorized. 
  The consumer placed a claim for an air conditioner on 6/14/2024, stating that the unit had inadequate cooling. The participating vendor reported one unit needed a capacitor and the other had a leak within the coil and recommended a leak detection to locate the leak. According to our policy, leak detections are a non-covered condition.
  A. Air Conditioning System Note: Coverage is 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. If 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. 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.
  The consumer was advised that a leak detection was needed, they can use the participating vendor or get their own vendor for this service. We have not received a leak detection diagnosis to date. 
  All claims have been properly serviced in accordance with the Service Agreement, which includes both inclusions and exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our **********************.
  We remain committed to upholding our founding ideals of providing industry-leading home warranty products and exceptional services to our customers. If you have any further questions, please contact us at **************
  
  

• Initial Complaint

  Date:06/30/2024

  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.

  Contacted the company to place a claim for my garage door, but was told that they could not file the complaint due to a system issue. The agent I spoke with told me to proceed with the repair and I would be sent the paperwork for reimbursement. I got the door repaired, sent in the paperwork for the repair which was then denied. I then called them back, took 3 times to speak with someone regarding the issue to be tole it was denied and then being told I could only be reimbursed $250 for a $1000.00 repair. I was then told to send in for mediation since I denied the reimbursement amount. I sent the email in at the beginning of June and to this day have still not heard a reply from the company.

  Business Response

  Date: 07/08/2024

  Complaint ***********
  Thank you for contacting us regarding the complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. We understand that there are two sides to every story and always strive for a fair resolution between all parties involved.
  The consumer placed a claim for a garage door opener on 4/24/2024, stating that the unit was not working properly. The consumer informed us that they had a vendor come out to their home the day before on 4/23/2024. The consumer was advised about the reimbursement process, which involves contacting a local vendor to diagnose the failure. The vendor must then contact us before any repairs are made to provide the diagnosis, parts, and pricing. If the failure is covered, we send a reimbursement check upon receiving a copy of the paid receipt.
  In this case, the consumer submitted a paid receipt dated 4/23/2024, showing that the entire unit had been replaced before they even submitted a claim with us, and no authorization was given. It was determined that this was a non-covered condition per the policy.
  As per our policy:
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without prior approval.
  In an effort to assist the consumer, we offered a $250.00 goodwill gesture for this non-covered condition. However, since the unit was replaced before submitting a claim, we have no financial obligation for this claim.
  All claims have been properly serviced in accordance with the Service Agreement, which includes both inclusions and exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our **********************.
  We remain committed to upholding our founding ideals of providing industry-leading home warranty products and exceptional services to our customers. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Service plus home warranty has denied claims that have presented to them. My house was bought from another owner, and all appliances were working prior to claims being filed. This company operates in bad faith and are not honest. When I ask to speak to managers, or the manager over ******************, he refuses to honor that request.

  Business Response

  Date: 07/05/2024

  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 for an air conditioner on 6/13/2024 stating there was inadequate cooling. The participating vendor reported that upon inspection of the unit,someone wired the unit incorrectly causing the unit to never turn the heater off. This was determined to be a non-covered condition as per the policy.
  VII. GENERAL LIMITATIONS OF LIABILITY
  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 **********************.
  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:06/27/2024

  Type:Customer Service 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.

  I have both called and emailed a request to cancel my Service Plus Contract. I have made several calls to Service Plus , never have I been able to get right through to customer service.My last request was completed with an automated call , having to repeat my info several times. I felt very frustrated after finally submitting a request for repair. After 4 days of waiting I received a email stating more info was needed and I needed to call them. I called expecting to resolve issue, only to be told the issue was not covered for repair. I read the contract and in fact it is covered. I am not happy with the Service Plus and do not feel they are meeting my needs. **************** has not been helpful. After 6 months of paying for no service I want to cancel this warranty. I have not heard back from anyone concerning my cancellation letter. Thank you in advance,**********************

  Business Response

  Date: 07/05/2024

  Complaint ***********
  Thank you for contacting us regarding the above-referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. We understand that there are two sides to every story and always strive to find a fair resolution for all parties involved.
  The consumer placed a claim for a refrigerator on 6/20/2024, stating that the ice was freezing together. The consumer was advised that we could send a participating vendor to diagnose the failure but if the issue was due to the ice maker, it would be a non-covered condition as the consumer did not have ice maker coverage.
  The consumer requested to cancel the policy on 6/26/2024, and this was processed the same day.
  All claims have been properly serviced in accordance with the Service Agreement, which includes specific inclusions and exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our **********************.
  We remain unwavering in our commitment to uphold our founding ideals of providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve. If you have any further questions, please contact us at **************.
  

  Customer Answer

  Date: 07/09/2024

  
  Complaint: 21908723
  
  I am rejecting this response because: Service did not list any other service request I had at no time have I been offered service repair at my expense? Secondly, my largest complaint is being able to contact, an agent with service in a timely matter. Not only am I on hold for 30 minutes at a time, but at that time I am advised to leave my name and number, and someone will get back with me. This takes days. In fact, if my Repair were an emergency, Response time to hear from service plus and then set up a repair from their 3rd party would be quite the wait. I would think if in fact, they aim to please you would think they would allow me to cancel my policy at no time during the six months. I have had the home warranty have they been able to help me.
  I believe they are avoiding my main reason for canceling. I was told by an agent of service plus for nonpayment they would report me to the credit department. As a senior citizen, I have not ever had a credit problem. I pay all bills at a timely fashion. Treat everyone with respect and feel that Service plus continued to send me emails and call me to set up a home warranty. I did not reach out to their company. They reached out to me numerous times targeting me as a senior. I gave in to Service plus. It is a shame that I have to continue payments for the next six months for a service I am not happy with.
  
  
  
  Regards,
  
  **********************

  Business Response

  Date: 07/19/2024

  Complaint: 21908723
  Thank you for your feedback and for bringing these concerns to our attention. We apologize for the inconveniences you have experienced and would like to address each of your points comprehensively.
  Unlisted Service Requests: We are sorry for any confusion regarding your service requests. We will review your account to ensure all requests are documented correctly and communicate any discrepancies.
  Contact Issues: We understand the frustration caused by long hold times and delayed callbacks. We are working on improving our customer service response times and will strive to provide a more efficient service experience. Please accept our sincere apologies for the delays you've encountered.
  Policy Cancellation: We regret that our services have not met your expectations and understand your desire to cancel your policy. The policy was cancelled as requested on 6/26/2024.
  Threats to Credit: We take your credit concerns seriously. Our intent is never to cause stress or discomfort, especially to our senior customers. We will investigate this matter to ensure that no undue pressure is applied regarding payments.
  We understand that you have chosen to cancel your policy,and we are sorry to lose you as a customer. Your feedback is valuable, and we will use it to improve our services for all our customers.

  Customer Answer

  Date: 07/26/2024

  [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. I am happy with cancellation  on the contract with Home Warranty.
  
  Regards,
  
  **********************

• Initial Complaint

  Date:06/24/2024

  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.

  Contacted them on June 21, 2024 because my air conditioner was not pushing cooled air. Took them until Monday June 24, 2024 to get someone to come out to look at unit. Showed up at 1:30pm, said it was a connection with the electrical, connection was melted. Technician said they would contact home office to check with warranty to see if part would be covered. Technician is with Patriot Air Solutions, never received a call back from technician or their office and when I reached out to see what was going on, they explained that Service Plus would not cover the part because of cost and that it would be $285 to replace.Tried to contact Service Plus to find out why and so far no one has attempted to contact me back to answer my questions. It makes no sense to pay yearly costs and even pay the co-pay, to hear they won't cover anything over $200. If that's the case then why do they even offer the services of warranty insurance?This matter should be resolved in a refund of money spent in securing their services, plus what I just paid out in a co-pay, plus interest of putting the payment on my credit card at 16%.

  Business Response

  Date: 07/03/2024

  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 air conditioner on 6/21/2024 stating the unit was not cooling. The participating vendor reported the disconnect box was shorted and melted. It was determined that this was 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 **********************. 
  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:06/24/2024

  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.

  Water Heater Failure Date - Monday June 17, 2024 Technician Sent out on Wednesday June 19, 2024 Service Plus refusal to replace Thursday June 20, 2024 Per their own contract, it states that replacement is warranted for "Normal wear and tear", However, they are trying to use a clause under Section 5, Letter G of the contract that states they will not replace for issues with the water tank.I would agree with this if the water heater were new and developed a leak in the tank, etc, however, per their selected service company, this leak was due to NORMAL wear and tear and could not have been prevented and therefore should be covered under my contract.

  Business Response

  Date: 07/03/2024

  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 for a water heater on 6/17/2024 stating the unit was leaking. The consumer was advised at this time that this is a non-covered condition as per the policy. The consumer advised they did not know where the leak was coming from and a participating vendor was assigned to the claim. The participating vendor reported the tank was severely rusted/corroded.  As per the policy it was determined to be a non-covered condition.
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED:Auxiliary and secondary holding/storage tanks; main, holding or storage tanks;expansion tanks; base pans; drain pans and drain lines; line restrictions;pressure reducing valve; sediment build-up; mineral and/or calcium build-up;rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers;energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis,repair and/or replacement.
  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.
  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 **************.

• Initial Complaint

  Date:06/21/2024

  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 purchased a 5 year home warranty. I filed a claim on June 11. 2024 for a refrigerator not cooling. A repairman came out on June 13th, and stated the refrigerator was irreparable. I contacted Service Plus on June 14th and was told that the repairman had not uploaded a diagnosis. I waited until June 18th before contacting service plus again. I was again told that they had not heard from the repairman, even though the repairman had told me that hed submitted the diagnosis twice before. On June 21st, I received an email stating the claim was denied because they do not cover ice makers nor water dispensers. I did not file a claim on either, because they both worked. When I spoke with supervisor *******, he told me that there was a water leak. I told he that there was not. He said he misread, and that it was a Freon leak which is not covered. He later said that there was rust on the back of the refrigerator. I offered to send him a picture. He finally stated emphatically that the claim was denied and that his goodwill offer to me was $200, then $250. I asked him to cancel this warranty since it was not serving me. He told me that I have a 5 year contract that could not be cancelled. I explained that when I bought and paid for it, I was told that I could cancel. He stated that I could not. ******* was rude and insulting throughout the conversation. I told him so, and suggested he play the conversation back so that he could hear what he said to me. I had an earlier claim for a broken door on a washer - it was denied. I had it repaired at my expense. Im 76 years old, on a fixed income, and thought I was doing something to protect myself. Instead, I was taken advantage of. Im sure Service Plus is just a non caring company whos motto should be, You pay your money, you take your chances. Is there anything I can do to have them honor their commitment?

  Business Response

  Date: 07/03/2024

  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 a refrigerator on 6/12/2024 stating the unit was not cooling. A participating vendor reported there was a refrigerant leak. It was determined as per the policy that leaks of any kind are 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.
  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 **************.

• Initial Complaint

  Date:06/19/2024

  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 January 9th, 2024, our cooktop malfunctioned causing a burning smell noticed by my tenant. A picture taken revealed burn marks near the junction box connecting to the *******. I promptly contacted HSC, and was advised to file a claim on their website, specifying that the cooktop was inoperative. Despite this, no electrician arrived. After several days and follow-up calls, HSC closed the initial claim without resolution, prompting me to file a second claim.An electrician from REIGN CITY ELECTRIC (phone: **********) was assigned for an appointment on Wednesday, January 17th, 2024, but failed to show up on four separate occasions without prior notice. Meanwhile, my tenant remained inconvenienced at home.Due to the prolonged wait and inaction, I contacted HSC again as my tenant was unable to use the cooktop for two weeks. Eventually, HSC permitted me to hire an electrician independently for repairs, which cost $106. We were charged a $65 deductible and received a refund of $41 from HSC.Now we want to stop the contract with HSC, according to the contract, we have to pay back their refund of $41, and closing fee $45. Plus, HSC charged us ****** more for the "first" claim which nobody is coming and we had only and one same issue. 2 HSC "managers" told me they don't have any record of what happened, but they said they paid 2 claims (which is lie because they would have charged me $65 the deductible, if it had been the case), And they told us you don't have other option or you can't cancel the contract. I need them give me a refund of this $****** that they plundered for nothing.

  Business Response

  Date: 07/01/2024

  Thank you 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.
   Please be advised that we have no record in our system for this consumer being a SPHW customer.  As stated within the complaint multiple times, HSC is ********************* for which ServicePlus is not affiliated. This complaint is not intended for ServicePlus. 
  We request this complaint be removed.