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:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Service Plus Home Warranty when looking for coverage for my new townhome. I spoke with a sales rep named ********************* who assured me that the condition or age of their covered items wouldn't affect coverage. I purchased a policy for five years with a sixth year free, making three installments of $750 each. However, when they made a claim for a leak in the **** system, it was denied for rust and corrosion, which I believed was unfair as it was the existing condition of the unit. Despite appealing twice, I was unsuccessful. I was later informed that the sales rep had misrepresented the refund policy as well. He told me that I could cancel at any time with no penalty except prorated for the time i held the policy, After they denied my claim, i was also denied a refund and cancellation. **** from Service plus TOLD me to contact my bank or credit card company as they would not cancel my policy or refund my payments. I was credited the $2250 I paid for the warranty pending investigation. I desire for others to be aware of this experience and hope that Service Plus would honor the replacement of their **** unit, especially considering the technician had not noted any issues during an inspection before I purchased the house. They did not put in writing the terms and conditions when i purchased the policy on the phone.

  Business Response

  Date: 05/09/2024

  Complaint ID:   ********
  Thank you for reaching out to us regarding the complaint referenced above.
  We value all feedback and treat each complaint with the utmost respect, always striving for fair resolutions between all parties involved.
  Regarding the consumer's claim for the air conditioner system on 4/22/2024, where the consumers vendor reported a leak in rusted evaporator coil and u bends. As stated in the policy, failures caused by rust or corrosion are considered non-covered conditions.
  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 are handled in accordance with the Service Agreement, which clearly outlines both inclusions and exclusions. We are committed to providing a positive customer experience and ensuring fairness to all our customers, contractors, employees, and our **********************.
  We remain dedicated to our founding principles of offering industry-leading home warranty products and exceptional services to our valued customers.
  Should you have any further questions or require additional information, please don't hesitate to contact us at **************.

• Initial Complaint

  Date:04/24/2024

  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.

  Purchased a protection warranty through the company.
  We had 2 claims. One for a dishwasher, and the other for our Dryer.
  Each time the company gave us an option of a buy out.
  The buy out for the combined claims totaled $500.
  The $500 was never paid to us.
  I called the company serval times, each time they said they would escalate the claim.
  Then COVID -19 happened. I called back after a year. They said they were behind in getting checks out. I understood, so I waited a year. I called back and they said the same thing.
  I feel I have been very patient with waiting for the money owed to my family. I am requesting the $500, that is due to us, be sent out immediately to us.
  
  Our policy number was *********
  Address: **** ****** ****** **** ** ************* *** *****

  Business Response

  Date: 05/06/2024

  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.
  Due to circumstances beyond our control, there were some
  delays with checks. Additionally, the consumers contract expired, as checks
  will not automatically print on inactive policies.
  Once notified that the funds had never been received, a
  check for both claims was expedited and mailed on 4/26/2024. We sincerely apologize
  for any inconvenience this may have caused.
  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:04/23/2024

  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.

  In February we filed a claim with this warranty company for a broken water heater. After a week of them being unable to locate someone to service the water heater, they gave us the option to do it ourselves and be reimbursed. We did opt to go with this option and fixed the water heater ourselves. They said that a reimbursement of 500$ was approved and would be mailed in 2-4 weeks. After 4 weeks of no reimbursement and two more phone calls they said it was 4-6 weeks. After six weeks and speaking with the manager (*******) we were told it could take up to 8 weeks. So I asked for the date of my 8 week **** and that was April 16, 2024. I just called customer service today and the have no idea when I will be reimbursed. So everything theyve been telling me for 2 months is untrue. I have told them that I would like to cancel having this service and I was also told that I was not able to exit my contract. Which I have never seen, despite asking for it since we signed up in January

  Business Response

  Date: 05/06/2024

  COMPLAINT ID:  ********
  Thank you for reaching out to us regarding the referenced complaint. We value each of our customers and take all feedback seriously to improve our services.
  We understand that there are often two sides to every story and aim to find a fair resolution for all parties involved.
  Regarding the consumer's complaint about the check, we confirm that it was mailed on 4/26/2024 within the allotted timeframe given to the consumer. 
  Our commitment remains unwavering in upholding our founding ideals of providing industry-leading home warranty products and exceptional services to our valued customers.
  If the consumer would like to still cancel the policy as per the Terms & Conditions, please do not hesitate to contact us at **************.

  Customer Answer

  Date: 05/06/2024

  
  Complaint: 21615010
  
  I am rejecting this response because:

  The check was only mailed after the BBB complaint. 10 weeks is a long time to make a customer wait to be reimbursed for something they the company couldnt provide themselves. Finally, this says that it was mailed in the allotted time per the contract. Again, I have asked since day one to have a contract mailed to me so that I may read through all these rules including the one to cancel this warranty company 
  
  
  
  Regards,
  
  ***** Acres

  Business Response

  Date: 05/17/2024

  Complaint: 21615010
  We have thoroughly reviewed and properly addressed the complaint referenced.  The consumers check was mailed 4/26/2024, our system shows the check was cashed on 5/7/2024 which confirms receipt.
  As an environmentally conscious company, we provide policy documents electronically. The consumer can access a copy of their policy via the customer portal.
  We sincerely apologize for the consumer's negative experience. We request that this complaint be closed as resolved. For any further assistance, please reach out to us at **************.
  
  

• Initial Complaint

  Date:04/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty plan that covered just about every ****************** in my home in Jan 2024. On Feb 29, 2024, I noticed my washing machine wasn't working properly, it wasn't agitating/washing the clothes but it was spinning & rinsing. I filed a claim on that date for the washing machine repair. About 2 days later, a rep from Service Plus called to schedule a virtual ************* paid the $75 claim fee. 2 days after the virtual diagnosis, I received an email from Service Plus stating that the issue with my washer was an "unknown pre-existing condition" even though the issue had just began. I called customer service & complained & requested my policy be cancelled because anything I file a claim for can be described as an unknown pre-existing condition. After a lengthy hold, the rep came back & told me that they would indeed cover the ************* would call me when they had a technician assigned. After almost a month, I called them back to find out the ************* told me they couldn't find an in-network technician in my area. They shouldn't be allowed to sell a product if they don't have technicians in my area. I called again & asked for my policy to be cancelled because it's useless. They then proceeded to tell me that I could pay out of pocket for a ***************** would reimburse me, however the fine print ensured that I would be paying for the work & then Service Plus would deny the reimbursement. Then they sent me the part & when it was being installed, it's not even the right part. I can't get any help, the service that I'm paying for cannot be used & the customer Serv reps would rather threaten me for cancelling the plan than actually help me fix the issue. I'm requesting a full reimbursement of all money paid due to the company knowing beforehand that they don't have technicians in my area for the service that I paid for, therefore no claim I made would have been able to be completed.

  Business Response

  Date: 05/01/2024

  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 clothes washer on 2/29/2024 stating the unit was not spinning/agitating.A participating vendor reported the pulley clutch failed. The consumers policy became effective on 2/14/2024 so it was determined that this failure could not happen within the short life of the policy and was a known or unknown pre-existing condition.
  In an effort to assist the consumer we offered goodwill of the part and labor. We ordered the part to be sent to the consumers home. Due to limited availability of participating vendors and to not delay service, the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us prior to any repair in order to report the failure, parts & pricing. Upon receiving a copy of the paid receipt, a reimbursement check is sent to the consumer.
  As we do have vendors within our service in the consumers area, we have no control over their availability to service the customer.
  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 company.
  The consumers monthly policy was cancelled on 4/22/2024 as per the Terms & Conditions of the policy. In an effort to provide good customer service we waived the $50.00 administrative fee at the time of cancellation.
  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:04/16/2024

  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 received a phone call last February from a gentleman trying to sell me a Home warranty service. He explained everything except for the fact that this was locking me in a 1 yr contract. I've had several home warranty services and "never" ever been locked into a contract. What can I do to get out of this??

  Business Response

  Date: 04/24/2024

  Complaint ID: ********
  Thank you for reaching out regarding the consumer's complaint. We take all feedback seriously and aim to use it to better serve our valued customers.
  Regarding the complaint about the refrigerator, the consumer reported an issue with the freezer drawer not closing on 4/1/2024. After reviewing the claim, it was determined that this was a non-covered condition as our policy specifically covers normal wear & tear mechanical failures.
  In an attempt to assist the consumer, we offered to lower the monthly plan total, as well as provided a free service charge fee. However, both offers were rejected.
  On 4/3/2024, the consumer requested to cancel the policy.  After reviewing the policy coverage with the consumer, they decided to keep the policy.
  All claims have been properly serviced in accordance with the Service Agreement, which outlines both inclusions and exclusions.
  However, to resolve the matter, we have cancelled the consumer's policy and refunded one monthly fee of $51.00. The consumer should see that refund on the card they provided to us within the next few days. 
  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
  Should you have any further questions or concerns, please do not hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:04/09/2024

  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.

  in March , 2023, I signed a agreement with this company for warranty protection for my home at the cost of $293.00 for one year. They charged my credit card four months in a row for $293.00. (For fours years). When I went to use their services, they said I had to wait a month before they would service me. When I contacted them for assistance, they said the faucet assembly was not part of the Plumbing program. Also rust disqualifies the service warranty also.
  They claim that what we paid was good for three years and would give us six months free at the end. We have asked for cancellation for three years and would pay for the one year even though we did not receive ANY services. We have not received any refund and have refused to return any money to us.

  Business Response

  Date: 04/19/2024

  Complaint ID:********
  Thank you for bringing this complaint to our attention. We take each concern seriously and aim to use feedback to enhance our services for our valued customers. Recognizing that there are often multiple perspectives to consider, we strive to achieve a fair resolution for all parties involved.
  Regarding the specific issue raised by the consumer, a claim was filed for a plumbing system on 1/20/2024, citing a leaking faucet. Upon review, it was determined that faucets/fixtures fall under non-covered conditions as outlined in the policy.
  All claims are handled diligently in accordance with the terms specified in the Service Agreement, which delineates both inclusions and exclusions. Our commitment remains unwavering in delivering a positive customer experience and ensuring fairness for all stakeholders, including customers, contractors, employees, and our company as a whole.
  We are dedicated to upholding our core principles of providing industry-leading home warranty products and exceptional services to those we have the privilege of serving. While we highly value this customer and hope to continue our relationship, should they wish to explore the option of canceling their policy in accordance with the Terms & Conditions, they are welcome to contact us at ###-###-####.
  
  

  Customer Answer

  Date: 04/22/2024

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

• Initial Complaint

  Date:04/09/2024

  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.

  This company has been a nightmare since day one, every time I put in a work order, they cant find anyone to do the job. I have to find my own technicians to do the job, and when it is time to reimburse me, I was told they will send me a check in 8 weeks. After the 8 weeks was complete, I did not receive the check. When I insisted I want out, he refused base on their so called contract that they say I signed. The guy said its have to be a mutual agreement. I told him, how can it be mutual when youre the one holding my money? And Im the customer? I told him Im not happy with their service, and they just cant force me to stay with them with the poor job that theyre doing. All this happened after they took over $2000.00 in my account. Before I signed up, I asked the sale representative that if Im not happy with their service can I receive back my money? The sale representative said yes, whatever I didnt use, I will receive back if Im not happy with their service. He also, said that I have the option to move my service if I relocate. Now theyre telling me I cant leave because I signed their contract. I told him, hes offering me a very poor service, and how is that fair? I told him theyre the ones holding my money not the other way around, and he cant hold my money when they are the ones offering me a poor job. Its been a headache and a nightmare, dealing with this awful company!All calls are recorded, you guys can request for all recorded calls, I believe I signed up with them on 10/6/2023, but the contract goes into effect a month later. I have requested for them to send me the contract before I finish paying the fixed rate amount for $2,252.00, for 6 years. I never received the contract, and I forgot about it due to daily life issues. So Im asking kindly to please help me recover my money thank you.***********************.

  Business Response

  Date: 04/19/2024

  Complaint ID:   ********
  Thank you for reaching out to us regarding the recent complaint. We genuinely value all feedback from our customers as it helps us improve our services. We understand that there are often different perspectives involved in any situation, and our aim is to find a fair resolution for everyone involved.
  We apologize for the negative experience the consumer has had. Regarding the microwave claim, I'm pleased to inform you that the check was processed and sent out on 4/9/2024.
  All claims are handled in accordance with the terms outlined in the Service Agreement, which includes both inclusions and exclusions. We are dedicated to ensuring a positive experience for all our customers, contractors,and employees, while also upholding the standards we've set for our company.
  Our commitment to providing top-notch home warranty products and services remains unwavering. While we value this customer and would prefer to retain their business, if they wish to cancel their policy as per the Terms & Conditions, they can reach out to us at **************.
  

  Customer Answer

  Date: 04/19/2024

  
  Complaint: 21550742
  
  I am rejecting this response because I have requested many times that I wanted to cancelled my service because I am not happy with their services. And this is not just about the microwave. I have submitted 2 claims besides the microwave, and up until now I have not received my reimbursement for the second claim. That claim was submitted on 2/6/24. I want out of this contract thanks.

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

  Business Response

  Date: 05/01/2024

  Complaint ID: ********
  We have addressed the consumer's second claim by mailing a check on 4/9/2024. Additionally, regarding the consumer's third and final claim, although it was determined to be a non-covered condition, we offered $200.00 as a goodwill gesture on 4/4/2024.
  We sincerely apologize for the consumer's negative experience, and in an effort to resolve this complaint, we will expedite the check for the third claim within the next 5-7 business days.
  If the consumer wishes to cancel the policy as per the Terms & Conditions, please encourage them to reach out to us at **************.

  Customer Answer

  Date: 05/13/2024

  
  Complaint: 21550742
  
  I am rejecting this response because: I dont want to be with them anymore due to all the stress they have put me through.

  Even though I have received the checks for both claims, Im still not satisfied with how they handled my claim. And the only reason the checks were sent out so quickly, its because of your (BBB) involvement. 

  
  The $200.00 goodwill gesture theyre claiming they offered me is not a goodwill gesture at all. When I first signed up with them, I was told that roofing will be covered. I also called in when I went through my coverage, and did not see it. The person I spoke to said its covered, and I just need to look under additional coverage. 

  Theyre just giving misleading information to get people to sign up with them, and once you sign up, you cant get anything done from them. When I told them I want out, they refused to let me go because they said it has to be a mutual agreement on both sides. I question the guy, how can it be mutual when Im the consumer, and they are the ones holding my money? And Im not happy with their service. He said the money belongs to them now, and I should look for services somewhere else if Im not happy with them.

  Its been a nightmare for me ever since I signed up with them. They can take back the amount of checks they have sent me which amounts to $700.00, and they can give me back the rest of my money. Thank you.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/23/2024

  Complaint ID: ********
  We have thoroughly addressed this complaint and cited the relevant sections of our policy, which justify the denial of coverage. All home service contracts include specific inclusions and exclusions. In this instance, the roof damage resulted from a condition not covered under the policy. Consequently, we were not financially obligated to cover this claim. Nonetheless, as a goodwill gesture, a check for $200.00 was mailed on 5/6/2024. Our records indicate the check was cashed on 5/13/2024, confirming receipt.
  The policy Terms & Conditions are available on our website at all times for consumers to review prior to purchase. Additionally, consumers have a 30-day period post-purchase to review the policy, during which they may cancel for a full refund if not satisfied. It is the consumer's responsibility to review the policy to understand the coverage details.
  We sincerely apologize for the consumers negative experience. We respectfully request this complaint be closed as answered. For further assistance, please contact us at **************.

• Initial Complaint

  Date:04/02/2024

  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.

  We have requested to cancel this account multiple times. And each time we have been denied. I'm sure the calls are recorded and they will hear the reps hold our reimbursement checks as ****** advising us that we will not receive them if we do not pay the premium, mind you each month we are trying to cancel. This month , today I was going to cut our loss for the $99 refund from JANUARY, since we MUST pay $50 for this month service at this point it's not worth it. We are very unhappy with the service and want to cut our ties but were advised today by ******* he WAS NOT going to cancel it and we will pay him. We are not in a CONTRACT. and the refund we are *********** is due from service dates ALREADY PAID FOR.

  Business Response

  Date: 04/11/2024

  Complaint ***********
  Thank you for reaching out to us with the referenced complaint. We value all feedback as an opportunity to enhance our services and ensure the satisfaction of our esteemed customers.
  We acknowledge the consumer's request to cancel the policy in accordance with the Terms & Conditions on 4/3/2024, which was promptly processed on the same date.
  We are committed to maintaining our core principles of delivering industry-leading home warranty products and exceptional services to our customers. Should you require any further information or assistance regarding this matter, please do not hesitate to contact us at **************

• Initial Complaint

  Date:04/01/2024

  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.

  I requested someone to repair my dishwasher. ServcePlus sent me the name of a company. That company declined, because they are not located in my service area. I called ServicePlus to cancel my contract. The woman I spoke with assured me that she would find a company in my service area. The next company they sent me was also out of my service area. I tried to cancel, but was told that I would have to pay the full contract price to do so.

  Business Response

  Date: 04/11/2024

  COMPLAINT ID: ******** 
  Thank you for bringing these concerns to our attention. We sincerely value feedback and strive to address every complaint with the utmost care and consideration. We understand that there are always multiple perspectives to every situation, and our aim is to reach a fair resolution that satisfies all parties involved.
  Upon receiving a claim for the dishwasher on 3/15/2024 regarding inadequate cleaning, we promptly took action to address the issue. However, due to the limited availability of a participating vendor in the area, we offered an alternative solution of reimbursement to ensure timely service without any delays.
  Reimbursement entails the consumer contacting a local vendor to diagnose the problem. Once the vendor provides us with a report detailing the failure, necessary parts, and pricing, we will review and if determined to be a covered failure, approve the repairs. Upon receiving a copy of the paid receipt, we will promptly issue a reimbursement check to the consumer.
  Please rest assured that all claims are being handled in accordance with the terms outlined in the Service Agreement. Our commitment to providing a positive customer experience remains unwavering, and we are dedicated to doing what's right for our valued customers, contractors, employees, and our company.
  We are proud of our founding ideals, which drive us to deliver industry-leading home warranty products and exceptional services to those we have the privilege to serve. If the consumer would like to cancel the policy as per the Terms & Conditions, please do not hesitate to contact us at **************.

• Initial Complaint

  Date:03/26/2024

  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 or about October 23, 2023 I received a phone call from a ServicePlus Representative name ***********************. He was pitching this advertising to me about their company. He called me from a telephone number ***************. He said that ServicePlus Home Warranty had this special offer of a Six Year plan home warranty deal and that I can use my own technician and company if any covered items needed repair or replacement. He also told me that I would receive a free ADT system if I agreed to go with their company. Then ***** asked me if I was a Senior Citizen or if I had served in the Military or a Veteran. I told him yes and he said that I could get an even cheaper price of $375 a year and that my plan would cost a total of $2250 for a Six Year coverage period. ServicePlus has refused to re-imburse me the total of $2250 that they took from my credit card. I tried calling ***** and his number was disconnected and I called the ************** on November 7, 2023 to Cancel and ************************* told me that I could not Cancel this plan. I need your help to get my $2250 refunded back to me. I have not used this ServicePlus warranty at all. This Company is running a SCAM and they are using Fraudulent tactics to get people to join. The Plan was suppose to cover the period October 2023 through October 2029. I was told by ***** that I had 30 days to change my mind or Cancel. I did Cancel on November 7, 2023 in less than 2 weeks and they still charged my credit card and Stole my money. I am on a fixed income and I really need my total of $2,250 refunded back to me. The Account Number that ********************** gave to me was 787 035 187. They took $563 each month during Oct, Nov, Dec of 2023 and a fourth payment of $563 in Jan 2024. Please help me to get my money back from ServicePlus Home Warranty.

  Business Response

  Date: 04/04/2024

  Complaint ID: ********
   Thank you for reaching out to us with your concerns. We take each issue seriously and are committed to providing the best possible resolution for all our valued customers.
  Upon reviewing your case, it appears that you purchased a 5-year + 1 free year policy on 10/23/2023 at a promotional rate of $2,250.00, with consecutive installments of $563.00. However, we regret to inform you that multiple chargebacks were initiated on 2/7/2024, resulting in the automatic cancellation of your policy.
  As of now, the charges are pending with the chargeback company, and we are unable to proceed until a determination is received from them. This delay in resolution prevents us from processing any funds at this time. Technically the funds should have been returned to the consumer, until the determination is made. If it is determined to be in favor of SPHW, at that time we can proceed with a cancellation refund.
  Please rest assured that we are dedicated to upholding our founding ideals and remain committed to delivering industry-leading home warranty products and exceptional services to each and every one of our customers.
  If you have any further questions or require assistance, please do not hesitate to contact us at **************.