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

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  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:02/26/2024

  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.

  ON 2/26/2024, I CALLED TO CANCELL MY POLICY .I WAS TOLD THAT I COULD CANCELL AT ANY TIME. , i WAS TOLD IT WAS A MONTHLY CONTRACT. i NEVER SIGNED ANY AGREEMENT, BECAUSE I UNDERSTOOD IT WAS MONTHLY.i LOOKED AT MY CONTRACT AND THEY HAVE ADDED MORE TIME TO THE CONTRACT, i STATED THAT i DID NOT SIGN FOR AND ENTIRE YEAR.*******. SAID THAT I COULD NOT CANCELL.

  Business Response

  Date: 03/08/2024

  Complaint ***********
  Thank you for bringing your concerns to our attention. We value your feedback and strive to address each issue with the highest level of respect and attention to detail. Your satisfaction is of utmost importance to us, and we appreciate the opportunity to clarify the situation.
  Upon reviewing your account, we understand that there might have been a misunderstanding regarding the terms of your policy. At the time of purchase, customers are given the option to choose between a one-time payment for the policy term or monthly payments for a one-year term. We do not offer a plan that allows for month-to-month payments without a specified term.
  Please know that all claims have been handled in accordance with the terms outlined in your Service Agreement, which clearly defines both the inclusions and exclusions of coverage. Our goal is to ensure a positive customer experience while adhering to our commitment to fairness for all parties involved.
  In an effort to address your concerns and find a resolution, we have taken the following steps:
  1.Your policy has been cancelled as per your request.
  2.The charge that was processed today has been voided.
  3.We have issued a refund for your last payment of $55.00.
  We hope that these actions demonstrate our commitment to resolving this matter to your satisfaction. Should you have any further questions or concerns, please do not hesitate to contact us  at **************. We are here to assist you in any way we can.
  
  

  Customer Answer

  Date: 03/08/2024

  [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:02/23/2024

  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.

  Have tried contacting company several times to schedule service but was unable to reach them. Left messages and after several attempts spoke with someone to schedule service to toilet. Still no word from them after being assured someone would contact me. Spoke with them again in December about complaint and was told I could hire my own person and be reimbursed. I voiced my disatisfaction and heard nothing else. Spoke with them again on yesterday and told them I wanted to cancel service becuase it is not what I signed up for. Was told I could not cancel.

  Business Response

  Date: 03/11/2024

  Complaint ***********
  Thank you for reaching out to us regarding the complaint mentioned above. We value all feedback and strive to address each concern with the utmost respect, aiming for a fair resolution for all parties involved.
  In the case of the consumer's plumbing system claim placed on 12/8/2023, indicating a leaking toilet, we acknowledge the limited availability of participating vendors at the time. To expedite service, we offered reimbursement to the consumer. This process involves the consumer contacting a local vendor to diagnose the issue, with the vendor required to report the failure, parts, and pricing to us prior to any repairs. Upon determining that the failure is covered, reimbursement is issued upon receipt of the paid receipt, which the consumer accepted.
  Regrettably, we were not informed that this claim had not been completed, and it was automatically closed by our system after 60 days. We are currently working with the consumer to retain and service this claim promptly.
  We want to assure you that all claims are handled in accordance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains steadfast in providing a positive customer experience and doing what is right for our customers, contractors, employees, and our company as a whole.
  We are dedicated to upholding our founding ideals of offering industry-leading home warranty products and exceptional services to our valued customers. If you have any further questions or require assistance, please don't hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:02/21/2024

  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.

  A few years ago I signed up with Total Home Warranty. I only needed to use Total Home Warranty one time and had a good experience.They came right out the same week and made the needed repair. They were bought out by Service Plus. I assumed they had the same service. We installed new baseboards in the room and moved out the dryer and then moved it back to continue using it. I called to have someone come out. They waited two weeks and tried to diagnose a non heating dryer over the phone!. Then they sent out heating elements that failed to arrive. Eventually I had three heating elements. Then they sent the repairman to tell me that the dryer was fine. I needed a $0.07 s**** for the housing of the plug. I was furious and called to complain telling them that I was going to change companies at the end of the year. Later that year the toilet clogged up. When I called, they told me that household plumbing was not covered. So in December I contracted with American Home Warranty. Then I called Service Plus to cancel with them. They refuse to cancel my contract. I stopped payment at the bank. They are saying that they can only cancel a contract in mid November! I had already told them that I no longer wanted their service twice before that. I just want them to end this contract, stop billing me and to not put me down as a bad ******************* owing them money on my credit report. Can you help me to get out of this contract? I have never even seen this supposed contract, because I was just dumped under them when they purchased Total home warranty. I am certainly not going to pay them for another year of sub standard coverage, when I had already told them twice and maybe more times that I was going to end their service and go with another company at the end of the year. A legitimate company would have honored the precious two times that I told them I was switching and just taken care of the cancelation. This is not a legitimate company. Help!

  Business Response

  Date: 03/06/2024

  Complaint ***********
  Thank you for contacting us regarding the complaints mentioned. We understand the importance of addressing customer feedback promptly and ensuring a fair resolution for all parties involved.
  Regarding the clothes dryer claim filed on 10/17/2022, the claim was approved for repair and the part was mailed to the consumer. The consumer contacted us to advise the part had not been received. Although it's unfortunate that there were issues with receiving the part, a replacement part was promptly sent. We apologize for any inconvenience this may have caused the consumer. 
  As for the plumbing system claim filed on 10/18/2022, we acknowledge the concerns raised by the consumer about the shut-off valve and leaking faucet. While we understand that not all issues are covered under the policy.
  Our commitment to providing a positive customer experience and ensuring fairness in all resolutions remains unwavering. We extend this dedication to our customers, contractors, employees, and uphold our company values.
  In an effort to assist the consumer we cancelled the policy in accordance with the Terms & Conditions.  
  
  

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, February 16, 2024, I contacted the ***************** Warranty to ask why they were taking money out of my bank account because I had cancelled their service since they never responded to my request to come out and look at a toilet . A fast talking representative began talking over me, explaining how he could get someone out right away and the cost would only be $75.00 and insisted that I could not cancel with the company and continuously proceeded to overtalk my wife and myself. She repeated the word "Cancel" repeatedly until we had to hang up because he clearly was not going to allow anyone to speak but himself. On calling back, Monday to make sure that the message was clear, we wanted to cancel, the phone number only gives the option to speak about a new report, diagnostic report or billing. with this company.

  Business Response

  Date: 02/27/2024

  Complaint ID:   ********
  Thank you for reaching out regarding the plumbing system claim. We understand that there are two sides to every story and strive to find fair resolutions for all parties involved.
  The consumer reported a plumbing issue with their toilet on 12/12/2023, stating it was leaking since 12/3/2023. During the initial assessment, it was determined that the problem had begun before the effective date of the policy, which was 12/9/2023. Therefore, it was considered a pre-existing condition and not covered by the policy.
  In an effort to assist the consumer, we offered to send a participating vendor to diagnose the issue, even offering to lower the associated service charge fee. However, the consumer declined, citing concerns about the fee. We also provided information on reimbursement options if they chose to use their own vendor.
  We want to emphasize that all decisions were made in accordance with the terms outlined in the Service Agreement, which includes both inclusions and exclusions. Our commitment is to provide exceptional service and ensure fairness in our dealings with customers.
  If the consumer wishes to cancel the policy, they are welcome to do so in accordance with the Terms & Conditions. For any further questions or concerns, please feel free to contact us at **************.

• Initial Complaint

  Date:02/18/2024

  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 called them over a week ago for service, it is still not even scheduled. I am getting neglected completely

  Business Response

  Date: 02/27/2024

  Complaint ***********
  Thank you for providing details regarding the complaint regarding the clothes washer. We appreciate your dedication to addressing customer concerns and your commitment to transparency in resolving issues.
  Based on the claim information provided, it seems that the claim for the clothes washer was handled promptly and in accordance with the terms outlined in the Service Agreement. The participating vendor assessed the issue and identified multiple component failures, including the pump, motor, and control board.
  Considering the age of the unit and the potential for additional failures, funds were offered to the consumer as per the policy. It's important to note that all claims have been handled in accordance with the Service Agreement, which outlines both inclusions and exclusions.
  We are committed to providing a positive customer experience and ensuring fairness in our dealings with customers, contractors, and employees. Our goal is to uphold the standards of excellence that define our company and to provide industry-leading home warranty products and exceptional services.
  If there are any further questions or concerns, please do not hesitate to contact us at **************.

• Initial Complaint

  Date:02/15/2024

  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.

  My account #***************** Plus fails to pay approved claims on a timely basis as promised. I have a 10 month old approved claim for $500 they have failed to honor. (764947)Despite multiple calls over the past 8 months to ********************* managers and promises that my claim was in a priority status and the check would be issued shortly, I am still waiting. I had a 6-year contract with this company. Every claim has been treated in a similar manner. They rarely assign technicians on service calls and expect customers to find their own and pay out of pocket with a promise of reimbursement that never comes without extreme efforts such as this. Buyer beware! Stay away from this company.

  Business Response

  Date: 02/23/2024

  COMPLAINT ID: ********
  Thank you for your prompt response and understanding regarding the mentioned complaint. We genuinely appreciate your patience and willingness to work with us as we address the issue with the reimbursement check.
  We understand the inconvenience caused by the delay in processing the check and acknowledge that circumstances beyond our control, including the expiration of the consumer's account, contributed to the oversight. We are actively working to resolve the underlying issues in our check processing system to prevent similar occurrences in the future.
  Upon being made aware of the situation, we took immediate action to expedite the issuance of the reimbursement check, which was mailed on 2/21/2024. We understand the frustration this may have caused and sincerely apologize for any inconvenience experienced by the consumer.
  Our commitment to providing industry-leading home warranty products and exceptional services to our valued customers remains unwavering. If there are any further questions or concerns, please do not hesitate to contact us at **************.

  Customer Answer

  Date: 03/01/2024

  
  Complaint: 21298857
  
  I am rejecting this response because the check they claim to have mailed on 2/21/24 still has not been received within 10 days as promised. Also, their apology is disingenuous when they claim payment was delayed because my account expired. My account didnt expire until 6 months after date of service. They had promised reimbursement within 45 days. Of course I let my account subsequently expire. Why would anybody renew with a company that doesnt pay claims as promised?

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

  Customer Answer

  Date: 03/07/2024

  
  
  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. The check from ServicePlus was finally received March 4, 2024 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tired emailing them, asking them to call me and looked on their website on how to cancel my home warranty I found an address and sent them a written notice that I would like to cancel it out and get my money back from the time remaining on it. I was told that I can cancel at any time. On 1-10-24 I sent them the written letter. I have not heard from them by phone, email, mail, or in my account I have with them which still says its active.

  Customer Answer

  Date: 02/20/2024

  
  
  
  Better Business Bureau:
  
  
  

  AFTER REACHING OUT TO YOU YESTERDAY ON 2/15/2024 A PERSON FROM SERVICE PLUS UPPER MANAGEMENT CALLED ME THE MORNING OF 2-15-2024 AND ASKED ME QUESTIONS ABOUT MY COMPLAINT AND WANTING A REFUND.  THE GUY I TAlKED TO AT SERVICE PLUS GLADLY SAID HE WOULD REFUND MY UNUSED PORTION THAT WAS LEFT ON THE HOME WARRANTY 

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

• Initial Complaint

  Date:02/12/2024

  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.

  Been waiting for 2 months on a water leak! They keep telling me they are trying to find a tech. I informed them that their contract states 24 to 48 hours for a tech and Ive waited 2 months! Tried to cancel my contract as theyre not honoring their part and that if I cancelled theyd send it to collections! I just want to cancel my contract without it affecting my credit!

  Business Response

  Date: 02/23/2024

  Complaint ***********
  Thank you for bringing this matter to our attention. We appreciate your feedback and take all complaints seriously in our efforts to continually improve our services.
  After reviewing the details provided, it appears that the consumer placed a plumbing system claim on 1/5/2024 due to a leak in the home. Given the limited availability of participating vendors, the consumer was advised of the reimbursement option to expedite service. This process involves the consumer contacting a local vendor for diagnosis, with the vendor then reaching out to us for approval prior to any repairs. Upon determining coverage, reimbursement is issued upon receipt of a paid receipt.
  Additionally, the consumer requested to cancel the policy on 2/21/2024, which was promptly handled the same day as per the Terms & Conditions. We apologize for any negative experience the consumer may have had.
  We want to assure you that all claims are handled in accordance with the terms outlined in the Service Agreement, which includes both inclusions and exclusions. Our commitment remains steadfast in providing exceptional service to all our customers and upholding our founding ideals.
  If there are any further questions or concerns, please do not hesitate to contact us at **************.

• Initial Complaint

  Date:02/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a refrigerator claim (Contract *********) with the warranty company in September 2023. They assigned a repairman to come out. He came out multiple times and replaced several parts, yet the refrigerator never worked again. He texted and told me he had more parts but never came out again. We called the warranty company and emailed them but got no resolution. I paid the warranty company $2700 for the warranty, $465 to the repairman, and $2114 to LOWES for a new refrigerator. I have received no compensation, and the warranty company refuses to pay anything.

  Business Response

  Date: 02/22/2024

  Complaint ID:   ********
  Thank you for reaching out to us regarding the consumers
  recent experience with the claim for a refrigerator claim. We appreciate the
  opportunity to address the consumers concerns and are committed to finding a
  fair resolution for all parties involved.
  Upon investigating the claim made on 9/22/2023, which
  reported inadequate cooling in the refrigerator, it was determined that the
  compressor failure fell under the manufacturer's warranty, thereby constituting
  a non-covered condition as per our policy.
  Despite this, we understand the inconvenience the consumer
  faced and took steps to assist the consumer further. We authorized goodwill for
  the labor associated with the replacement compressor, which was sent to the
  consumer by the manufacturer. Unfortunately, it seems that this resolution did
  not resolve the issue on two separate occasions.
  We want to assure you that all claims have been handled in
  accordance with our Service Agreement, which outlines both inclusions and
  exclusions. Our commitment to providing exceptional service to our customers
  remains unwavering, and we are dedicated to doing the right thing for all
  parties involved.
  As a further effort to assist the consumer, we offered $700.00
  on 2/14/2024.
  We appreciate your understanding and patience as we work
  towards resolving this matter.

  Customer Answer

  Date: 03/01/2024

  [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:02/07/2024

  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 select premium plan in May 2023. We paid $2295 for it and we were under the impression that everything would be covered. Our heater went out and al they want to give us is $1500. We asked for a refund and they denied it. This was false advertisement.

  Business Response

  Date: 02/22/2024

  Complaint ***********
  Thank you for reaching out to us regarding the recent complaint you submitted. We value your feedback and take every complaint seriously as part of our commitment to providing exceptional service to our customers.
  We understand that there are often multiple perspectives to consider in any situation, and we are dedicated to reaching a fair resolution that satisfies all parties involved.
  The consumer placed a heating system claim 1/17/2024 stating there was inadequate heating. The consumer advised they would be getting their own vendor and the reimbursement process was explained. 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 invoice. 
  To date, we have not heard from the consumers vendor to report the failure, parts & pricing to us. The consumer may have their vendor contact us at ********************** to submit the diagnosis to us for review. 
  Rest assured, all claims are handled in accordance with the terms outlined in our Service Agreement, which includes both inclusions and exclusions. Our commitment remains steadfast in ensuring a positive customer experience and doing what is right for all parties involved.
  If you have any further questions, please contact us at **************.