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

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

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:06/16/2024

  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.

  Contract #********* dated 08-28-2023 till 08-29-2029. First time to call for home issue 05-15-2024. Our pool pump stopped working. 1) 05-15 Put in claim on-line. No response 2) 05-16 Re-did claim on-line. No response 3) 05-17 Spoke to a person (*******). Explained concern about pool turning green. Contract states once claim submitted 24 to 48 hours service person will contact us.4) ***** Spoke to ******* explained again concern on pool turning green and that it has already been 4 days.5) 05/20 Received Authorization/claim #******. Was told WE had to find technician and have them contact them for approval. We contacted Sugarmill Pools, ******** called Service Plus explained and got permission to replace. Sugarmill Pools came out at 6 PM replaced pump we paid them $999.99 with credit card. Which is price they stated they told Service Plus.6) 05/21 Received e-mail to call Service Plus. Spoke with **** who stated we would receive only $200. but first we had to have the technician from Sugarmill Pools call them. At this point we explained our reason for having the plan was to "NOT have to go through all this ourselves that contract states they would do the leg work not us. They could call Sugarmill Pools themselves. We had NOT used the contract and at this point we would like to cancel it and receive a refund.Spoke with **** in customer service he stated, " He was as far as we could go and for a refund, we would have to e-mail ************************************** We would here within 24 to 48 hrs.7) 05/25 Emailed Mediation requested refund. "No response."8) 05/29 Emailed Mediation "No response."9) 06/05 Emailed Mediation "No response."At this point we firmly believe we are entitled to a refund. We can't imagine this company working well for us.

  Business Response

  Date: 06/24/2024

  Complaint ***********
  Thank you for reaching out to us regarding your recent complaint. We deeply value your feedback and treat each concern with the utmost respect to improve our service for all our valued customers. We understand that every situation has its nuances, and our goal is to find a fair resolution for everyone involved.
  The consumer placed a pool claim on 5/16/2024, stating the pump had stopped working. Due to the limited availability of participating vendors and to avoid service delays, the consumer was advised of our reimbursement process. In this process, the consumer contacts a local vendor to diagnose the failure. The vendor must then contact SPHW before performing any repairs to report the failure, parts, and pricing. If the failure is determined to be covered under the policy, a reimbursement check is sent upon receiving a copy of the paid receipt.
  We received a diagnosis from the consumer's vendor on 5/20/2024, stating the pool pump was very old and rusted and should be replaced. As this diagnosis was incomplete, we reached out multiple times to the consumer's vendor to obtain additional information regarding the cause of the failure. Unfortunately this caused some delays with the resolution of this claim. 
  We also reached out to the consumer to discuss reimbursement options but have been unable to connect with them. We are offering $500.00, which is the *** amount per term for the optional pool coverage. Upon acceptance of this offer and resolution of the complaint, we will process and mail the check within 7-10 business days.
  We assure you that all claims have been serviced according to the Service Agreement, which includes specific inclusions and exclusions. Our commitment is to provide a positive customer experience and act in the best interest of our customers, contractors, employees, and our **********************.
  We are dedicated to upholding our founding ideals by offering industry-leading home warranty products and exceptional service to the customers we are privileged to serve. We sincerely apologize for any frustration the consumer may have experienced and are here to help resolve this matter.
  
  

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21857454
  
  I am rejecting this response because:

  The pump was burned out and had stopped working, not old as stated by Service Plus. It is the Service Pus's responsibility to contact the company about the replacement, not the companies or ours to contact them.  That is one reason for the service plan. So as not to have all the misunderstandings and confusion that we went through. After weeks of miscommunication and not being able to speak to any COMPETENT employees we still believe we are entitled to a refund and a cancellation of policy.

  We do not feel this is a reputable company and have no further desire to deal with them. No part of this contract was filled by Service Plus.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/18/2024

  Complaint ID: ********
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the pool failure was as a result of a non-covered condition.  
  A. Pool/Spa Equipment
  Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.
  COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:
  NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. 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.
  We have adhered to the policy as outlined. We sincerely apologize for the consumers negative experience and would like to assist with a resolution. We value this customer and are offering $500.00, which is the *** amount per term for the optional pool coverage. Upon acceptance of this offer and resolution of the complaint, we will process and mail the check within 7-10 business days.
  For further assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 07/20/2024

  [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:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to use.  We firmly believe we should have been allowed to exit this contract with a complete refund. As a larger business we realize we will not win without court proceedings, as their employees rudely laughed as us and stated, "go ahead take it to court."  Hopefully we will not have to use them in the future and would never recommend them. We would expect to receive a $500. check within their stated time.
  
  Regards,
  
  *************************

  *****************************

• Initial Complaint

  Date:06/13/2024

  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.

  This company fraudulently delays claims that are covered within their home warranty plan. They transfer you around, have constant excuses that your claim has been escalated or someone will call you back which they never do. This is fraud. They hope you give up if you have a claim and simply steal your money.

  Business Response

  Date: 06/24/2024

  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.
  Regarding the specific complaint filed on 6/4/2024 about an air conditioner that was not cooling, the participating vendor determined that the blower motor was shorted to ground. Unfortunately, as per our policy, a shorted to ground component is considered a non-covered condition.
  V. COVERAGE
  A. Air Conditioning System (Platinum Plan Only) Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. 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.
  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; 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 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.
  All claims have been serviced in strict accordance with the Service Agreement. While our contracts include both inclusions and exclusions, our commitment to providing a positive customer experience remains unwavering. We strive to uphold our founding ideals of offering industry-leading home warranty products and exceptional service.
  If you have any further questions or need additional assistance, please do not hesitate to contact us at **************.

  Customer Answer

  Date: 07/02/2024

  [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,
  
  *****************

• Initial Complaint

  Date:06/10/2024

  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.

  Home Warranty services were never honored.backup from 2022 ( never assigned a contractor).clothes dryer 9/5/2023 (paid Deductible over the phone for service and tech never showed and after warranty company was advised and NEVER reassigned service..this resulted in me canceling the policy for poor service..company continued to charge my card, claimed they dont have a cancellation policy mail on file and I am continuously harassed for monthly payments for services not rendered. I am being serviced by another company and I pay a higher rate for more coverage. Service Plus has poor customer service and they are apparently renewing and raising rates without consent from the consumer. They billed my bank card twice on 4/30/2024 for $71 each, even after cancellation and I believe my credit card was also charged (I will confirm). I want my cancellation effective October 31st 3023, which was more than 6 weeks for Service Plus to make right the 9/5 service NO SHOW.all payments paid after should be refundedStop emailing me request to update my card and stop calling our cell phones asking for donations because theres no service being rendered for $71 per month plus deductible.

  Business Response

  Date: 06/20/2024

  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 we always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes dryer on 9/1/2023, stating that the unit was not drying the clothes. On 9/5/2023, a virtual diagnosis was conducted, which reported a failed heating element. We then assigned a participating vendor to the claim to handle the repair, and an email was sent to advise the consumer to contact the vendor to schedule an appointment. On 9/7/2023, the consumer contacted us and was advised to contact the vendor to set up a mutually agreed-upon date of service. The consumer never contacted us to advise that the vendor did not show up to handle the repair until 3/28/2024, when the consumer informed us that they had fixed the unit on their own.
  All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our **********************.
  The consumers policy has been canceled as per the Terms & Conditions on 6/10/2024. In an effort to assist the consumer we waived the $50.00 administrative fee. 
  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. 
  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 questions, please contact us at **************.
  
  

• Initial Complaint

  Date:06/09/2024

  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.

  Very disappointed in their customer service and their actual service. Tried to settle a claim for over 5 months with "check being processed" answer for every call, spoke with customer retention manger {Kevin) who instructed me how to cancel service. sent the attached cancelation letter certified over 20 days ago no answer or return service. They are very dishonest and are not addressing anything I have brought forward and are delaying my attempt to cancel and receive a refund so that they can do it later when they have no choice and diminish my return amount. my letter stated that I was reasonable and would part ways amicably but obviously this scam of a company has no integrity.

  Business Response

  Date: 06/18/2024

  Complaint ID: ********
  We sincerely apologize for the frustration and inconvenience you've experienced with our customer service and the processing of your claim. Your feedback is very important to us, and we take these matters seriously.
  We regret that your claim has taken longer than usual to settle, and that our responses have not provided the resolution you deserve. Additionally, we are deeply sorry to hear about the delays in processing your cancellation request and the lack of communication you have received. This is not the standard of service we strive to uphold. The policy has been cancelled and the applicable refund will be processed within 7-10 business days from this response. 
  We regret any distress this situation has caused you and appreciate your patience. Thank you for bringing this to our attention. If you would like to discuss the cancellation and applicable amount being refunded, please contact us at ###-###-####.
  
  

  Customer Answer

  Date: 06/27/2024

  [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 to close the complaint. However, I do think they are a quality company.

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

• Initial Complaint

  Date:06/02/2024

  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.

  I have a home warranty contract with Service Plus. I pay fifty- one dollar a month and seventy dollars per service call. I filed a claim in March,2024 and waited about a week for a response. I called the claim department and was told they hadnt been able to get provider but if I could find one I could engaged the provider if his service was $200or less without an approval. I was able to get a company.I sent them their document along with their bill. There was never any mention of an eight week delay in payment nor was there an adjustment in the bill. Im being told I have to wait a maximum of eight weeks before I am reimbursed and I would receive a check for one hundred thirty dollars.My complaint with Service Plus is the lack of transparency and honesty. I want the $200 we agree to because I could have gotten the repair done for less if I had the opportunity to call a company that did not have to meet Service requirements. The item which needed repair was an outdoor sprinkler.

  Business Response

  Date: 06/12/2024

  COMPLAINT ID:  ********
  Thank you for bringing your concerns to our attention. We greatly value our customers and take all feedback seriously as part of our commitment to continually improving our services.
  We understand that there are often two sides to every story and aim to find a fair resolution for all parties involved.
  The reimbursement form that was emailed to the consumer states We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent.
   Regarding the consumer's complaint about the check, we confirm that it was mailed on 6/10/2024. 
  Our commitment remains unwavering in upholding our founding ideals of providing industry-leading home warranty products and exceptional services to our valued customers.
  If you have any further questions or concerns, please do not hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:05/30/2024

  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 a 6 year warranty plan with Service Plus Warranty Company for $2250 which is calculated out to be $31.25 per month. I purchased the plan in March and it was not effective until April 2024. I called the warranty company in May for an Air Conditioner issue. I had 2 companies that was dispatched out and the first one repaired burned wires due to a power surge and returned when I had to call again for unit still not working and was told it was due to a clogged drain line. I do understand that per contract they do not cover clogged drain lines, however, representative ******* refused to listen that this is more than a clogged drain line issue. He kept over talking me and cutting me off. When I asked him to speak with a manager above him, he stated he was to top manager/owner. When I asked him the process of cancelling my contract, he stated I was not able to cancel the contract or receive any of my money back and that was final.

  Business Response

  Date: 06/05/2024

  Complaint ID: ********
  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 there are two sides to every story and always strive for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on April 23, 2024, stating the unit was not turning on. The participating vendor reported burnt wires on the heat kit, indicating a power surge had occurred. It was determined this was a non-covered condition as per the policy.
  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 **********************.
  In an effort to assist the consumer, we offered a goodwill payment to cover the vendor's fee for the non-covered condition.
  The consumer contacted us again on May 7, 2024, stating there was still an issue, and a recall was placed. The participating vendor reported the initial failure was repaired, but the drain line had a stoppage.This is a maintenance issue and a non-covered condition as per the policy.
  According to our Service Agreement:
  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.
  The consumers policy was cancelled, and two payments of $562.50 were refunded on June 3, 2024.
  We remain dedicated to upholding 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 **************.
  

• Initial Complaint

  Date:05/30/2024

  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.

  I purchased a home warranty and file a claim April 29, 2024 to this date. No one has helped me trying to get a hold of them is almost impossible. My contact *************************** has been somewhat of help but I love today May 29 the problem is still occurring

  Business Response

  Date: 06/05/2024

  Complaint ID:   ********
  Thank you for contacting us regarding your complaint. We sincerely apologize for any inconvenience you have experienced. Your feedback is extremely valuable to us, and we use it to improve our services. We understand there are two sides to every story and always strive for a fair resolution.
  The consumer placed a claim for an air conditioner on April 29, 2024, stating the unit was not turning on. A participating vendor was assigned to the claim on May 1, 2024. Unfortunately, this vendor was unable to service the consumer, so a new vendor was assigned on May 6, 2024. On May 14,2024, the consumer advised that they had the unit repaired independently. This repair was done without prior authorization and was determined to be a non-covered condition as per the policy.
  Per our policy, we have the sole and absolute right to select the service contractor to perform the service. We do not reimburse for services performed without prior approval.
  In an effort to assist the consumer, we offered a $200.00 goodwill gesture, which was mailed on May 23, 2024. Our records show that the check was cashed on May 30, 2024, confirming 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 **********************.
  Since the consumer was still experiencing issues with the unit, they should have contacted the vendor who performed the prior unauthorized repair, as they are responsible for that repair.
  Additionally, the consumer submitted another claim for an air conditioner on May 20, 2024. In an effort to assist the consumer we assigned a participating vendor who reported that the coil has pinholes. It was determined this is a non-covered condition as evaporator coils that leak have typically been exposed to corrosion or acidic materials infiltrating the air stream, damaging the coil's integrity. Acidic agents cause sections of the coil to become corroded and develop tiny pinholes or microscopic leaks. Evaporator coils are built to withstand heat transfer and moisture buildup and would not create or generate leaks without the aforementioned contaminants, thus resulting in an abnormal operating condition.
  In an effort to assist the consumer further we offered $250.00 goodwill which was neither accepted or rejected.
  We remain dedicated to upholding 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: 06/05/2024

  
  Complaint: 21774563
  
  I am rejecting this response because: The technician the warranty company is not evaluating it correctly. Of course an insurance company does not want to help you or pay out money and accepting the $$250 will close my claim. In addition they had given us a authorization number prior and now were rejecting the claim.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 06/14/2024

  Complaint ID: ********
  All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition.  
  The consumer may get a 2nd opinion and submit the findings to ************************************ for review. 
  We sincerely apologize for the consumers negative experience. We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. We request this complaint be closed as answered. 
  For further assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 07/01/2024

  
  Complaint: 21774563
  
  I am rejecting this response because: We have requested mediation from ****** and *******, and no response from anyone has been supplied to me or to *********************, plumbing and heating. Nobody has answered our request.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 07/18/2024

  Complaint ID: ********
  We have addressed this complaint properly. The consumer verbally requested mediation and was advised to email the mediation department at ************************************ which is outlined in our policy.
  IX. MEDIATION; GOVERNING LAW; ARBITRATION; LEGAL FEES; NO CLASS CLAIMS; EQUITABLE RELIEF
  In the event of a dispute over claims or Coverage you agree to file a written informal claim with us and allow us twenty (20) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration. All written claims should be mailed to ServicePlus Home Warranty, ********************* ***************************************************** or e-mailed to ************************************.
  Despite this, we will have a mediation manager contact the consumer within 24 hours of this response. For further assistance, please reach out to us at **************.
  
  

• Initial Complaint

  Date:05/29/2024

  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.

  1/29 service contract for home warranty called to report a claim 5/24 never heard from anyone- cannot reach anyone and they refuse to cancel this contract.

  Business Response

  Date: 06/05/2024

  Complaint ID:   ********
  Thank you for reaching out to us with your complaint. We sincerely apologize for any inconvenience you have experienced. 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 aim for a fair resolution for all parties involved.
  The consumer placed a claim for a refrigerator on May 24, 2024, stating the unit was not getting cold. Due to the holiday weekend and limited availability of participating vendors, the option of reimbursement was available.
  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 dedicated to upholding our founding ideals of providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve.If the consumer would still like to cancel the policy as per the Terms & Conditions,please contact us at **************.
  

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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.

  Service Plus claims that a contract was set up in my name in Dec 2023. I did not place this order with them. At the time this supposedly happened, my bank account and debit card were hit with fraud. I had to get a new account and card. I tried to tell service plus, but they refuse to cancel and they want money. What can I do?

  Business Response

  Date: 06/05/2024

  Complaint ***********
  Thank you for reaching out with your complaint. We sincerely apologize for any inconvenience you've experienced. Your feedback is incredibly important to us, and we use it to continuously improve our service.
  The consumer purchased a one-year monthly payment policy on December 14, 2023, at the promotional rate of $45.00. Unfortunately, the account became past due, prompting us to contact the consumer. Upon learning of the situation, the consumer requested to cancel the policy. Respecting this request, we proceeded with the cancellation on June 4, 2024.
  We truly value our customers and are committed to providing industry-leading home warranty products and exceptional service. We regret losing you as a customer and hope to have the opportunity to serve you again in the future.
  If you have any further questions or need additional assistance, please do not hesitate to contact us at **************.

  Customer Answer

  Date: 06/05/2024

  [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,
  
  *****************************

• Initial Complaint

  Date:05/24/2024

  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've been dealing with this company for several years. Their performance is very poor, and the practice of business is operating under lousy leadership, they totally discriminate against Senior Citizens and Disable American Veterans. I've paid these people $1352.00 dollars several years ago with the understanding that each service call is $75.00 dollars per incident. I've called several times and apparently, they cannot assist me because they have no technicians available to respond to my problem. The company solicit themselves as a solid company providing outstanding service for home warranty. The BBB for the State of ********** has a NR rating against this company, meaning they have major performance issues. The problems start from the Top and work itself down to the lowest employee at this establishment. The more I complain the issue will not get fixed, unless someone at this company steps up to the plate and fixes the customers complaint and stop selling services that are not real.

  Business Response

  Date: 06/03/2024

  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 clothes washer on 5/21/2024 stating the unit was not draining. Due to limited availability of participating vendors and to not delay service, we offered the consumer reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact SPHW prior to any repairs in order 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 5/24/2024 as per the Terms & Conditions, who reported there was no mechanical failure with the unit. The consumer may get a 2nd opinion and have that vendor contact us with the diagnosis of the unit. 
  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 **************.