Business Profile

Home Warranty Plans

ServicePlus Home Warranty

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Complaints

This profile includes complaints for ServicePlus Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

780 total complaints in the last 3 years.
166 complaints closed in the last 12 months.

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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:03/22/2024
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.
This complaint has been filed after a reasonable attempt to resolve the issue with a telephone call however, I was given a complete run around and told, unless I have an account with them, it is not possible to speak to the corporate office or someone in authority. I was kept on hold where the representative kept coming back and telling me the same thing again and again.

The first individual I spoke with was a man who claimed that the company would not email me if I had not signed up for an account. I when I stated that I needed to speak to the corporate office so that they could confirm the IP address that signed up under my email, I was told No and then transferred to another customer service representative who kept me on hold and refused to allow me to speak to someone in charge.

This company is - either directly themselves, or through one of their marketing methods, sending out SPAM email advertising to my email without my consent and insisting that I authorized them to email, call, and send text messages.

At this point I need to speak to a company owner / operator / or someone in the corporate office to resolve this issue. I am also informing this company that I will begin to charge a receipt and reading fee of $1000 per email, should this behavior continue without my consent and a refusal to remedy this problem.
Business Response
Date: 03/29/2024
Complaint ID: ********
Thank you for reaching out to us with your concerns. We truly value every piece of feedback we receive, as it helps us improve our services to better serve our esteemed customers.
We want to assure you that we take every complaint seriously and strive to achieve fair resolutions that satisfy all parties involved. However, upon thorough investigation, we were unable to locate any records in our system with the limited information provided. To assist us in resolving this matter effectively, could you please provide additional information such as your name, address, claim number, or policy number.
At ServicePlus Home Warranty, we remain steadfast in our commitment to provide industry-leading home warranty products and exceptional services to our valued customers. Your satisfaction and trust are of utmost importance to us.
If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.

Customer Answer
Date: 04/17/2024

Complaint: ********

I am rejecting this response because: They have refused to confirm the IP address and date of my supposed sign up, or alternatively to disclose where they got my email address for the purpose of spam. They claim they've taken care of the issue; however, they have not taken the time to work with me or acquire what email the spam is even being sent to. They just insisted that I go to the website and click unsubscribe, which I refused to unsubscribe from something I never subscribed to in the first place. It was their position that I must have signed up and or someone else signed me up - and the confirmation of IP and the date and time of the subscription would have solved that question or in this case, their excuse.

Regards,

* **
Business Response
Date: 04/22/2024
Complaint ID: ********
Thank you for back reaching out to us.
We have thoroughly reviewed your complaint, but unfortunately, we are unable to locate your information within our system with the details provided. In order to assist you effectively, could you please provide us with your complete name, address, or policy number?
Alternatively, you can reach us directly at###-###-#### for further assistance.
We apologize for any inconvenience caused and look forward to resolving this matter for you.
Initial Complaint
Date:03/12/2024
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.
On 10-30-23 I reached out to Service Plus company to file a service call. The service call was bathroom sinks dripping and plumbing issues surrounding toilet. Claim #****** was filed. I was told that I should receive a call or email within 48 hours. That didn't happen. I called back after 5 days and asked about service call. I was then informed that they were having problems finding a plumber in the area that would come out. They proceeded to tell me that I could get someone to fix it and they would reimburse me up to $300.00. I said, I don't know anyone but I would try. I made contact but was told the charge was more than $300.00. I called Service Plus back on 11-15-23 and informed them I didn't have the money to pay for the repairs more than $300.00 charge and informed them I wanted them to continue the service call via their office because that's why I had a home warranty. ***** (Service Plus) stated she would resubmit claim. On 12-1-23 I called back and stated I still hadn't heard anything from them. They stated they wer still trying and to just keep paying my monthly payment. I then decided I no longer wanted their service and requested cancellation. They transferred me to cancellation department where I was informed by Mr. ************************* that I cannot cancel my policy because it was too close to the renewal date of 1-6-24 and I would have to continue payment until renewal date had past. I informed him they were negligent on the contract and I no longer want their service. I stopped payment on account via bank. They are still calling requesting payment but no apology for their negligent service. I am requesting assistance to receive no more phone calls from this office, the $40.00 I paid in November 2023 and to report their incorrect information I was given when I first signed up with them that their service would meet my needs.
Business Response
Date: 03/22/2024
Complaint ID: ********
Thank you for addressing the referenced complaint. We approach each concern with the utmost respect, utilizing feedback to enhance our services for valued customers. Recognizing the importance of fair resolutions, we acknowledge the dual perspectives in every situation.
While we regret any inconvenience experienced by the consumer, we must adhere to the Terms & Conditions of the policy regarding claim processing and reimbursement procedures. We understand that limited availability of participating vendors can sometimes pose challenges, and we strive to provide alternative solutions, such as reimbursement, to ensure timely resolution of claims.
We acknowledge the consumer's valued status as a policyholder since December 2021 and regret that their experience did not meet their expectations. The policy has been cancelled as of 3/22/2024. As a gesture of goodwill, we have waived the administrative fee associated with the policy cancellation.
We maintain an unwavering dedication to upholding our founding ideals, offering industry-leading home warranty products, and delivering exceptional services to our privileged customers.

Customer Answer
Date: 03/26/2024

Complaint: 21421529

I am rejecting this response because:
The cancellation should reflect the date that I originally tried to cancel on 12-1-23. I spoke to cancellation Department (*****) and requested cancellation date. I do not want my records at their office to reflect that the cancellation date of 3-22-2024 was the date of cancellation per their request. There shouldn't have been no administrative fees to waive. Please correct.

Regards,

***********************
Business Response
Date: 04/04/2024
Complaint: 21421529
Upon reviewing the account, cancellation was initially requested on 12/1/2023. In an effort to retain the consumer we offered a free service charge fee to the account which the consumer accepted. However, the cancellation was officially processed on 3/22/2024. We understand that this delay may have caused inconvenience, and for that, we sincerely apologize.
Please be informed that the last monthly payment we received from you was on 11/15/2023. We appreciate your patience and understanding throughout this process.
Customer Answer
Date: 04/04/2024
[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:03/12/2024
Type:Billing 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 Nov 14 I was looking at a home warranty and spoke with a representative of Service Plus, thru a misunderstanding my card was charged for 5 or 6 years. I disputed this with Citi Bank, my dispute was denied as I did not cancel within 30 days and the credit on my account was reversed. I have paid Citi who said the subsequently paid Service Plus. Service Plus denies receiving the funds. Multiple phone calls, and lip service I am now emailing daily to create an audit trail for my records that they can not refute. I have ask for this to be escalated - has not happened. I'm out 2250, my account at Service Plus is set to inactive. I would never have even noticed this but my microwave fortunately is in need of repaid ( I was never contacted by the merchant stating there was an issue). Wonder if this is a tactic they use with other client to walk with their money and provide ) service.
Policy *********
Business Response
Date: 03/26/2024
Complaint ID: ********
Thank you for reaching out to us regarding the referenced complaint. We sincerely appreciate your feedback and take each complaint seriously, striving to use it as an opportunity to enhance our services for our valued customers.
Regarding the specifics of the complaint, it appears that the consumer purchased a 5-year plus 1 free year policy on 11/23/2023 at a promotional rate of $2,250.00, with an agreed start date of 1/14/2024. However, on 12/6/2023, a chargeback was received, leading to the policy being placed in an inactive status pending resolution of the dispute by the chargeback company.
Once confirmation of having the funds in-house was obtained, the consumer was informed that the policy was active and able to submit a claim, which was done on 3/18/2024 for a built-in microwave. A participating vendor was assigned to the claim on 3/20/2024. We are currently waiting for a diagnosis to proceed forward with the claim.
We want to assure you that all claims are processed in accordance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains steadfast in providing a positive customer experience and ensuring fairness to all parties involved, including customers, contractors, employees, and our company.
We are dedicated to upholding our founding ideals of delivering industry-leading home warranty products and exceptional services to our customers. Should you have any further inquiries or require clarification, please do not hesitate to contact us at ###-###-####.
Customer Answer
Date: 03/29/2024

Complaint: ********

I am rejecting this response because:

The first claim is not resolved - I’d like to leave this open until resolved. Or should I open a new claim. I felt the sales manager was not truthful originally so 0 trust at this point. Honestly I’d prefer a refund at this point.

Regards,

****** ******
Business Response
Date: 04/11/2024
Complaint: ********
We understand the frustration this situation may have caused and sincerely apologize for any inconvenience. Rest assured, we're actively working to resolve the microwave claim for which a check will be processed and mailed to the consumer within the next 5-7 business days. Satisfaction is important to us, and we're here to assist further if needed. Please don't hesitate to reach out to us at ###-###-####.
Initial Complaint
Date:03/12/2024
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.
In September of 2023, I contacted the company and told them that I wanted to cancel my warranty. I was told at that time that I was too late and could not cancel until next year. The price had gone up without notice. After several phone calls and complaints my price was reset to the original price. I have had them for a couple years and never needed to use the warranty. I now need to use the warranty and have received no assistance.I have a plumbing issue and contacted for a claim. A company (who did not provide a name) contacted me and stated they did not know when they could come out to assist. We have not heard back from them since that date. I called the number back and there is no message or voicemail, it just rings. I contacted ServicePlus and was asked if I had contacted them back. It is not my responsibility to contact them. Then I was told that I would need to contact ServicePlus back because no other department was open.I then attempted to work on the claim at myaccount.servicepluswarranty.com. The username and password were saved on my computer. I was given the error that my password was incorrect. I submitted "forgot password" to receive a password reset link. I have done this 6 times and have never received a password reset link.I have been paying $48.23 a month for going on 2 years and paid in full for the year 2021. I want this warranty cancelled and was told that I would need to call back in September. I researched the company online and saw a series of complaints on ******** stating that they had to go through their credit card company before ServicePlus would cancel the policy. I just want my plumbing issue fixed and this policy cancelled promptly after. If I do not receive resolution within the next week I will consult a lawyer.
Business Response
Date: 03/21/2024
Complaint ID: ********
Thank you for bringing your concerns to our attention. We sincerely value your feedback and aim to address any issues promptly and fairly.
We understand the inconvenience caused by the reported plumbing system claim regarding the leaking shower. We apologize for any difficulties encountered during the resolution process. We take pride in our commitment to providing exemplary service to all our valued customers.
Upon reviewing the details of your claim, we noted that a participating vendor was promptly assigned to address the issue on 3/9/2024.However, we acknowledge the frustration caused by the lack of communication from the vendor after initial contact. In an effort to expedite the service and ensure your satisfaction, we offered reimbursement as an alternative solution.This option allows you to engage a local vendor directly for diagnosis and repairs, with reimbursement upon approval of the necessary work.
We regret that this proposed solution was not acceptable to you. Subsequently, another participating vendor was assigned to the claim on 3/18/2024, and their contact information has been provided for your convenience.
Please be aware that all claims are processed in accordance with the terms outlined in your Service Agreement, which includes both inclusions and exclusions. We are committed to upholding the terms of our agreements while striving to provide a positive customer experience.
Should you wish to discuss further or explore options,including cancellation of the policy as per the Terms & Conditions, please do not hesitate to contact us at **************. We are here to assist you in any way we can.
Once again, we apologize for any inconvenience caused and appreciate your understanding as we work towards a resolution.
Customer Answer
Date: 03/22/2024

Complaint: 21420475

I am rejecting this response because: The second company that was assigned to my complaint scheduled an appointment and did not show up or call. I had to contact them and reschedule again for Monday, March 25, 2024. I don't have faith that they will show up then either. When I call the phone is answered "hello." I had to ask for the company name and it is not showing up in ******* They are very unprofessional and I worry that it will not be fixed correctly. I just want out of this warranty. I am willing to pay for my own plumbing at this point. When I contacted to let you know that I did not want to renew I was told I have to call back in September. That's what I was told last year and was unable to cancel then. I want to move on.

Regards,

*****************
Business Response
Date: 03/29/2024
Complaint ID: ********
Thank you for bringing your concerns to our attention. We want to assure you that we have addressed your complaint promptly and sincerely apologize for any negative experience you may have encountered.
As mentioned in our previous response, if you wish to proceed with cancelling your policy in accordance with the Terms & Conditions, please don't hesitate to contact us at **************. We are here to assist you with the necessary steps and ensure a smooth process.
Once again, we apologize for any inconvenience caused and appreciate your understanding. Please feel free to reach out to us if you have any further questions or require additional assistance.
Initial Complaint
Date:03/08/2024
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.
They have reneged on their sevice agreement. They have not ************** appliances, or approved the cost of repairs, but sent money to cover what they thought the cost was which was lower than the actual cost. And they won't replace the unit that can't be repaired as they state in the contact. In November they said they were sending me a check to repair my washing machine and it would take 8 weeks, but now it is over 16 weeks and no check . for the last 6 weeks they have been saying the check will be sent the same day as I called yet each week no check when I call the say the same thing. Also I canceled the service yet they keep taking money from my account, so I had to get a no Debit card.
Business Response
Date: 03/21/2024
Complaint ID: ********
Thank you for reaching out regarding the aforementioned complaint. We appreciate your patience and the opportunity to address the concerns raised.
We want to inform you that, regrettably, there have been delays with checks due to circumstances beyond our control. Additionally, the consumer's account was cancelled during this period, and our system does not automatically process checks for expired/cancelled accounts.
Despite these challenges, we took immediate action, and the consumer's check was mailed on 3/12/2024. Our system shows the check was cashed 3/19/2024 which confirms receipt. We understand the inconvenience this may have caused, and we sincerely apologize for any difficulty this may have caused.
Our commitment to providing industry-leading home warranty products and exceptional services remains unwavering. If you have further inquiries or require additional assistance, please don't hesitate to contact us at **************.Tell us why here...
Customer Answer
Date: 03/22/2024

Complaint: 21405227

I am rejecting this response because: I was not aware that they canceled my subscription before the check was sent. Part of the problem is that they never notified me about rate changes or other fee changes. As to saying I was canceled earlier , why then did they continued to bill me monthly? I have since canceled my subscription to them.

Regards,

*************************
Business Response
Date: 03/29/2024
Complaint ID: ********
Thank you for bringing your concerns to our attention. We're writing to clarify the status of the resolution process regarding your complaint.
Upon review, we acknowledge that there was an error in our previous response. Contrary to what was stated, your account was not in a cancelled status. We want to assure you that we properly addressed your complaint, and your check was indeed mailed on 3/12/2024. However, we understand that this clarification *** not fully alleviate any inconvenience or frustration caused by the initial miscommunication. The account was cancelled on 3/21/2024.
We sincerely apologize for any negative experience you *** have had during this process. Our aim is to provide exceptional service, and we regret any lapses in communication that *** have occurred.
If you have any further concerns or require additional assistance, please don't hesitate to reach out to us at **************.
Thank you for your understanding and patience.
Initial Complaint
Date:03/08/2024
Type:Billing 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 had purchased ServicePlus Home Warranty about 4 years which I cancelled after a year (year 2021) because I sold the property for which I had purchased the Home Warranty. But my credit card was still with ServicePlus Home Warranty. About 5 months ago, ServicePlus Home Warranty charges again started appearing on my credit card. I did not check the charges on my credit card statement for the last 3-4 months . I noticed these charges last week and then I called the ServicePlus company. Since they had my credit card on their file, they somehow activated the policy. I provided with the Sale document of the property as a proof that I have not owned the property since last 3 years.They went ahead and cancelled my policy once again.My issue with the company is:1) Why did they activate my policy without my asking them or without my knowledge. This is fraud & so bizarre.2) They reimbursed the most recent one month charge only but not for the previous 4 months.I am afraid that sometime in the future they will again activate my account (like last time) and start charging **** am planning to call the credit card and put a block on the company.
Business Response
Date: 03/15/2024
Complaint ***********
Thank you for your concerns to out attention. We appreciate your patience and understanding as we address this matter further.
Upon further review, we have found that there was no record of a cancellation request for your policy. Consequently, the policy was not canceled, and the system auto-renewed your policy on 11/3/2023 as scheduled.
We understand the importance of ensuring accuracy in our records and sincerely apologize for any confusion or inconvenience this may have caused you.
In light of this, we have taken immediate steps to rectify the situation. We have initiated the refund process for the charges associated with the renewal policy. The last payment of $45.75 was refunded on 3/5/2024, and the remaining charges have been processed for refund on 3/15/2024.
We want to assure you that we are committed to providing a positive customer experience and doing what is right for all our customers, contractors, employees, and our company.
If you have any further questions or concerns, please do not hesitate to contact us at **************.
Initial Complaint
Date:03/07/2024
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 reached out to the company about a dishwasher malfunctioning 3 weeks ago, I have called multiple times and filed a claim as per their instructions. The keep stonewalling. I want to cancel the policy and do not allow me to do so. I want a refund since they can not deliver a service as per their contract agreement.
Business Response
Date: 03/15/2024
Complaint ***********
Thank you for bringing your concerns to our attention. We value every complaint as an opportunity to enhance our services and ensure the satisfaction of our esteemed customers.
We understand that there are often differing perspectives involved in any situation, and our aim is always to achieve a fair resolution for all parties involved.
Regarding the claim for your dishwasher placed on 2/19/2024, where you reported issues with the unit not filling with water, we promptly assigned a participating vendor to address the matter. The vendor identified a faulty water inlet valve on 2/21/2024, and the necessary part was ordered for delivery to your home.
We sincerely apologize for any delays encountered during this process. However, we are pleased to inform you that the claim was approved for repair and successfully completed on 3/12/2024.
At ServicePlus Home Warranty, we maintain an unwavering commitment to uphold our founding ideals, providing industry-leading home warranty products and exceptional services to our valued customers.
Should you have any further questions or require assistance, please do not hesitate to contact us at **************.
Initial Complaint
Date:02/28/2024
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.
We were a customer of ServicePlus for 28 months and did not have good experiences when filing claims. Our most recent experience was in October 2023 when our microwave wouldn’t shut off; it kept running after the timer went off. We had to unplug the microwave to keep it from overheating and causing a fire. During a virtual call on November 1, 2023, an appliance technician told us that a relay was stuck on the control board. On November 6, 2023, we received an e-mail from SP stating “On rare instances beyond our control a Service Contactor may not be readily available to repair or replace your covered (remember this word for later) item. In situations such as this, $200 has been pre-authorized for reimbursement. Please review your contract terms and conditions for reimbursement.” On November 17, 2023, SP called urging us to find a repairman in our area, increasing the amount to $300. Their e-mail stated, “Due to high demand of service technicians in your area, your claim assignment is seeing longer than normal wait times. The good news is $300 has been pre-authorized for reimbursement. Please review your contract terms and conditions for reimbursement.” Not hearing from anyone, we called SP on December 1, 2023, and were told that even though our contract was expiring; they would honor our claim because it was filed during our active contract period. On January 31, 2024, we still had not heard from SP so we called them. After being transferred multiple times, we spoke to a MANAGER who informed us that they would not repair our microwave because it was too old, and was not covered (WOW, who would’ve seen that coming). They were going to give us $35 for our trouble. We told them to keep the $35 if they needed to rip off their customers that bad. However, after recently sharing our experience with an attorney, we were told that we should require ServicePlus to follow through on their commitment in November and repair our microwave…and that is our expectation!
Business Response
Date: 03/15/2024
Complaint ID:********
Thank you for reaching out to us with your concerns. We value each complaint as an opportunity to improve our services and ensure the satisfaction of our valued customers.
We understand that there are often differing perspectives in every situation, and our goal is always to achieve a fair resolution for all parties involved.
Regarding the claim for your built-in microwave placed on 10/28/2023, where you reported issues with the unit not turning on, we regret any inconvenience you experienced. Our participating vendor identified a failing relay control board, and due to the age of the unit, it was determined that funds would be offered in lieu of repair as per the policy.
However, we acknowledge that there was an error in the amount initially offered to you. While the authorization representative mistyped the claim funds to be offered in the amount of $35.00, it should have been $135.00, which unfortunately, the inaccurate offer was made by the retention representative.
We sincerely apologize for the inaccuracy of the offer and want to provide a resolution. In an effort to resolve this matter and provide additional assistance, we have authorized $200.00 to be sent to the consumer within 7-10 business days.

Customer Answer
Date: 03/22/2024

Complaint: ********

I am rejecting this response because: the issue with our microwave is that it will not turnoff; therefore, it posses a fire hazard if left unplug due to over heating.
As stated previously, on November 17, 2023, a SP representative called urging us to find a repairman in our area, increasing the amount to $300. Their e-mail stated, “Due to high demand of service technicians in your area, your claim assignment is seeing longer than normal wait times. The good news is $300 has been pre-authorized for reimbursement. Please review your contract terms and conditions for reimbursement.”
It's my belief that due to the reimbursement practices of SP, some service technicians are not willing to do business with their company. After doing some research, we discovered that a new control panel for our microwave costs $250. When you add in the time for a technician to come out to our house and replace this part it will be around $400+. All we ever asked for was to have our microwave repaired. At this point, we would be willing to compromise on on the last pre-authorized number of $300 or to fix our microwave as SP indicated they were obligated to do.

Regards,

****** ********
Business Response
Date: 03/29/2024
Complaint ID: ********
Thank you for bringing your concerns to our attention. We're pleased to inform you that we have taken steps to address the issue raised in your complaint. A check for $200.00 was processed and mailed on 3/29/2024.
We sincerely apologize for any inconvenience or negative experience you may have encountered. Our aim is to ensure your satisfaction, and as such, we would like to offer further assistance to resolve the matter fully.
To expedite the resolution process and bring closure to this dispute, we are authorizing an additional payment of $100.00 to be sent to you within 7-10 business days.
Please don't hesitate to reach out to us at 1-…… if you require any further assistance or have additional concerns.
Customer Answer
Date: 04/02/2024
[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, if and when I receive the above mentioned checks.

Regards,

****** ********
Initial Complaint
Date:02/27/2024
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.
Double oven power went out called ***************** warranty. They could not find part want to give me 200 for oven instead of replacing oven. This is a scam they say they will repair or replace oven but then they say they can offer you the price of repair instead of replacing. Why would they replace an item if they can give you the amount it would cost to repair if it could be repaired.
Business Response
Date: 03/08/2024
Complaint ***********
Thank you for reaching out to us regarding your recent claim concerning your oven. We sincerely appreciate the opportunity to address your concerns and provide a resolution.
Upon reviewing the details of the claim, it appears that the issues with the oven were attributed to multiple component failures, specifically the control board and the bake element. Given that the policy became effective on 2/14/2024 and the reported malfunction occurred on 2/20/2024, it was determined that these failures could be deemed as a known or unknown pre-existing condition, which unfortunately falls outside the coverage of the policy as outlined in Section VII-A.
However, we understand the inconvenience this situation may have caused, and as a gesture of goodwill, we have offered the consumer $225.00 goodwill towards the non-covered condition, which was accepted on 3/8/2024.
Please rest assured that we remain committed to providing our customers with exceptional service and support. Should you have any further questions or concerns, please do not hesitate to contact us at **************.
Initial Complaint
Date:02/26/2024
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.
Hi,I had service plus warranty. My stove went out and my freezer or water pump on the freezer went out. I had to pay extra for the water or freezer because I was told it was not covered. I paid the extra for that. I was told at first ***** for stove then ***** for the freezer/water problem for some one to come out. I paid ****** no one never came out to service me. The first person that call stated he was in ******* at a funeral apologized for answering the call and put us back in the system for assistance. The next person said they would be out at about 6pm and never came . We were told he was no longer working there after we reached out to them about someone coming out. So January 30, 2024 we canceled. I received my bank statement and I kept see a ***** from service plus I called I spoke to ********************* who was very nasty and short told me he couldnt transfer me to a supervisor and to disputed with my bank and hung up. I called back and got *************************** who said he remembered the situation ask me to email him my statement where I was charged ***** very abruptly. I was moving to slow for him. He stated he never got the 2 email of my statement I sent twice to Kprescottserviceplus.com. He also stated if he received it he would call me back. He also stated he was familiar with the case I said then you are aware I never got my services for the ****** I gave ***** a piece for someone to come out and could I be refunded for no service. He stated no then I told him I would follow up with the BBB. He said ok do what you need to do but I cant refund you the ******. They gave me about 3 different policies numbers for the same complaint. I kept telling them I already have a case. It was like they wasnt listening.From: ***************** Warranty <*******************************>Date: October 24, 2023 at 2:17:29 PM EDT To: ********************* Subject: ServicePlus: Updates for Claim # ****** ? nsHomeownersFAQBlogContact Your account will become effective 09/26/2022.Policy No787007421 Contract HolderKarla ********************* Coverage Address251 ********* St, Bristol, ** - ***** Portal PasswordhixSiLn9
Business Response
Date: 03/15/2024
Complaint ***********
Thank you for reaching out to us regarding the referenced complaints. We appreciate your feedback as it helps us improve our services to better serve our valued customers.
We understand that there are often differing perspectives in every situation, and we are committed to finding fair resolutions that benefit all parties involved.
Regarding the claim for the oven placed on 9/29/2023, where it was reported issues with the unit not turning on, we promptly assigned a participating vendor who identified a faulty bake ignitor. The necessary part was ordered and delivered to the consumers home on 10/6/2023. However, we regret to learn that the consumer did not receive the part despite our records indicating its delivery.
Similarly, for the refrigerator ice maker claim filed on 11/20/2023, a participating vendor was assigned on 11/21/2023. However, the claim process was halted due to the consumers refusal to pay their portion of the service charge fee.
Furthermore, we acknowledge the consumers request to cancel the monthly policy on 1/30/2024, which was processed on the same day in accordance with the Terms & Conditions of the policy.
We want to assure you that all claims have been handled in compliance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains unwavering in providing a positive customer experience and doing what is right for all our customers, contractors, employees, and our company.

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