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 - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2024

  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 **************.
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  I paid the monthly fee for home coverage as of 7/19/23. I paid extra for pool equipment coverage . I had filed zero claims until 5/22/24. The claim was for a non working receptacle/outlet that was related to the pool equipment. The claim was immediately denied.

  Business Response

  Date: 05/28/2024

  Complaint ***********
  Thank you for contacting us regarding the complaint referenced above. 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 we always strive for a fair resolution for all parties involved.
  The consumer placed an electrical claim on May 22, 2024, stating that the outlet by the pool was not working. During the initial claim submission questionnaire, the consumer was asked when the outlet last worked, and they responded May 5, 2023. As the consumer's policy became effective on July 19, 2023, it was determined that this issue was a non-covered condition, as the failure occurred prior to the policy's effective date and was a known or unknown pre-existing condition. 
  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 our customers, contractors, employees, and our **********************.
  The consumer requested to cancel their policy on May 23, 2024 as per the Terms & Conditions, which was completed the same day. The consumer initiated four chargebacks of $77.83 each on May 24, 2024, which were intercepted and refunded the same day.
  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 **************.

• Initial Complaint

  Date:05/19/2024

  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.

  ServicePlus Home Warranty is the absolute worst, run away from it! For 3 years the same issue has cropped up with the **** and each time it was a pain to get it fixed. Their service request process is abysmal and they are extremely slow with any kind of communication, not to mention their utterly incompetent technicians. Now they don't even have any technician to send out this year and proclaimed we have to find our own and then have that technician contact them to get approved before the repair work can start. After we found one ourselves, the technician promptly came over to inspect the unit and then called ServicePlus multiple times. The unit is beyond repair and needs replacement. No response at all so far from ServicePlus to any of the calls from the technician. This is ridiculous. Original service request was placed on 5/7/24. It is now 5/19/24 and the temperatures are in the 90s this week and this residence has a disabled child in the house. And no air conditioning for nearly 2 weeks. Big mistake taking out a 6 yr policy with this scamster company. We're looking at canceling the policy now and demanding a refund for the full 6 years retroactively if they continue to scam like this without doing their job. But based on the other complains that have been filed, ServicePlus will simply post a response stating that they will promptly issue a refund to the credit card used originally, but as can be seen, several customers have stated their refunds haven't arrived for months and years. And what if the credit card originally used has expired or is no longer active due to theft? Will they send out a check? We're pro-actively exploring legal options so we don't get stuck like the previous customers.

  Business Response

  Date: 05/28/2024

  Tell us why here...Complaint ***********
  Thank you for contacting us regarding the complaint referenced above. 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 we always strive for a fair resolution for all parties involved.
  The consumer placed a claim for an air conditioner on May 7, 2024, stating that the unit had inadequate cooling. The consumer requested to use their own vendor, and we explained the reimbursement process. The consumers vendor reported only that the unit was very old and needed replacement. We have communicated multiple times that we require a complete diagnosis to proceed with the claim, as no specific failure was reported. As of May 21, 2024, the consumers vendor advised they would send in the necessary information to move forward, but we have not yet received this information.
  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 our customers, contractors, employees, and our **********************.
  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 **************.

• Initial Complaint

  Date:05/16/2024

  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 an evening in December 2023 cleaning up my email I ran into an email from Service Plus Home Warranty. I clicked on it and right away I got a call from a salesman representing Service Plus Home Warranty who coerced me into purchasing a membership it offers everything at a lower price, especially to seniors. My husband took care of this, but the Lord had recently called him home. I fell for the sales pitch, even though everything about the quick sale, said walk away. The salesman slid over my questions. I knew that I would get a contract that would answer my questions better. I never got it. Service Plus Home Warranty had taken 3 years of membership right away at $338.00 each time, from my credit card. By the time I woke up and investigated, it was too late to do anything about the membership. Today I called for service only to learn that no matter what, my plumbing need (a leaky shower), was not a part of my contract (policy # *********) or any of their contracts; they do not offer that service. But, because it was my first call for service, I could call a plumber and then Service Plus Home Warranty would reimburse me up to $100.00. It is something my previous company offered; I requested a cancellation. The Regional Manager said that I had agreed to the service (online that late evening). I asked, even though I never saw or signed the contract? He said that was my problem, and that I could not cancel as they had done nothing wrong.

  Business Response

  Date: 05/24/2024

  Complaint ***********
  Thank you for contacting us regarding the 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 always two sides to every story and strive to find a fair resolution for all parties involved.
  The consumer filed a claim for a plumbing issue on May 15, 2024, stating that the showerhead was leaking. According to Section V-F of our policy, failures involving faucet and fixture cartridges are not covered conditions.
  Our policy Terms & Conditions, which outline the scope of coverage and any exclusions, are always available on our website for review prior to purchase. Additionally, customers have a ****** period post-purchase to review the policy details and cancel for a full refund if they are not satisfied with the coverage.
  It is the responsibility of the consumer to thoroughly review the policy to understand what is and isn't covered. We have ensured that all your claims have been serviced in strict accordance with the Service Agreement. As with any contract, there are specific inclusions and exclusions, which we adhere to diligently.
  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 **********************.
  We remain unwavering in our commitment to uphold our founding ideals by 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:05/15/2024

  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.

  Cancel policy they refuse to cancel no claim filed or settled

  Business Response

  Date: 05/24/2024

  Complaint ***********
  Thank you for contacting us regarding your complaint. We treat each complaint with the utmost respect and use this feedback to improve our services for our valued customers. We understand that there are always two sides to every story and strive to find a fair resolution for all parties involved.
  The consumer placed a claim for a clothes washer on November 2, 2022, stating that the door lock was broken. Our participating vendor assessed the issue and reported that both the door lock and the control board had failed. The claim was subsequently approved for repair.
  While we regret that you were not satisfied with the policy despite the services provided, we would like to confirm that your policy was canceled on May 15, 2024.
  We remain committed to our founding ideals of providing industry-leading home warranty products and exceptional services to our customers. If you have any further questions, please do not hesitate to contact us at **************.
  
  

  Customer Answer

  Date: 05/24/2024

  
  Just wNt the warranty canceled they said canceled may 15 but keep trying to bill me

  
  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:05/15/2024

  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.

  Refused to pay plumbing, air conditioning, dishwasher, hot water heater, garage door.What kind of service is that? I will not be reinstating my police.

  Business Response

  Date: 05/24/2024

  Complaint ***********
  Thank you for reaching out to us with your complaint. We sincerely appreciate the opportunity to address your concerns and improve our services. We understand the importance of each complaint and strive to reach a fair resolution for all parties involved.
  We acknowledge that the consumer has placed several claims under the policy. Some of these claims were approved and repaired, while others were not covered under the policy's terms. Our policy Terms & Conditions, which outline the scope of coverage and any exclusions, are always available on our website for review prior to purchase. Additionally, customers have a ****** period post-purchase during which they can review the policy details and cancel for a full refund if they are not satisfied with the coverage.
  It is the responsibility of the consumer to thoroughly review the policy to understand what is and isn't covered. We have ensured that all your claims have been serviced in strict accordance with the Service Agreement. As with any contract, there are specific inclusions and exclusions, which we adhere to diligently.
  We are dedicated to providing a positive customer experience and maintaining our commitment to the principles upon which our company was founded. Our goal is to offer industry-leading home warranty products and exceptional service to all our customers.
  If you have any further questions or need additional assistance, please do not hesitate to contact us at **************.
  

• Initial Complaint

  Date:05/03/2024

  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 am a disabled veteran homeowner and had been paying 51$ / mth for a home warranty by service plus policy#*********. My monthly bill was recently raised to 61$ / mth without notification or authorization. I spoke to one manager in the cancellation department who was extremely rude and refused to cancel and refund my money. I have never used the service and didn't appreciate the lack of customer service. I was told that I'm now locked in for another year and no way for cancellation until then. I have a serious problem with this and spoke to a second manager who said I was sent an email on the 1st of April which doesn't exist. I want my money refunded that was increased without notification and authorization for the two months and this warranty canceled. This should not be allowed by any business with customer service responsibility. Your handling of this matter will be greatly appreciated!

  Business Response

  Date: 05/23/2024

  Tell us why here.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 that there are two sides to every story and always strive for a fair resolution between all parties involved.
  The consumer purchased a one-year monthly policy at the promotional rate of $51.00 per month on 3/1/2023. After the one-year term, the rate increased to $61.00 per month. We attempted to reach out to the consumer by phone on 5/6/2024 to discuss the billing situation.
  The consumer may reach out to us at ************** in order to resolve this issue.
  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.  
  ..

• Initial Complaint

  Date:05/01/2024

  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.

  Bought the warranty and filed a claim about two months later. They denied the claim on the water softener because they said it was a pre existing problem. They said they have a 30 day wait period which this was after that. They did not have a so called tech in my area which forced me to take my own time finding a tech and scheduling time to meet. The tech said the unit was too old and could not order parts to fix it. They gave them a replacement cost and then a few days later I called and they denied the claim. Wrote a email as the agent suggested and still denied. They then told me that each item has a *** cost to fix or replace. Non of this was ever mentioned when a salesman sold me the policy. They never even said there was a 30 day wait period. This is the second time having them and would never ever use them again. When you call customer service, when they find out why you are calling, they put you in a never ending hold so you waste your day. Do not not ever use this company and I asked for a refund of my money and have never got it back and I believe they would never fix anything even if the price was below the cost of the warranty. DO NOT EVER USE SERVICE PLIS WARRANTY SERVICE, scammers.

  Business Response

  Date: 05/13/2024

  Complaint ***********
  Thank you for bringing this matter to our attention. We understand the importance of addressing customer concerns promptly and thoroughly.
  After reviewing the details of the consumer's claim placed on 4/1/2024 for the water softener, it was determined that the issue was related to seals and pistons failure,. The consumer's policy became effective shortly before the reported malfunction on 3/22/2024, and given the short duration of the policy, it was determined to be a known or unknown pre-existing condition, which falls under the policy's exclusions.
  We always aim to provide fair and reasonable solutions to our valued customers. Despite the non-covered condition, we offered a goodwill gesture of $100.00 to assist with the situation. However, we understand that the consumer has chosen to decline this offer.
  Upon acceptance of this offer, a check for $100.00 will be processed within 7-10 business days. 
  We remain committed to providing industry-leading home warranty products and exceptional service to all of our customers. If you require any further clarification or assistance, please do not hesitate to contact us at **************.