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

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

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

• Initial Complaint

  Date:12/11/2023

  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 an open claim (#******) since July 2023 for a refrigerator repair. The settlement amount for that repair is $300 of which I have yet to receive. Every time I call the company, they say my check will be here soon but as of 12/11/2023, the check has not been even cut and every representative tells me the exact same thing. This company refuses to release my funds and they are practically stealing from me.

  Business Response

  Date: 12/21/2023

  Complaint ID: ********
  Thank you for contacting us regarding the referenced complaint. Each concern is crucial, and we strive to address them to improve our service to valued customers. We always aim for a fair resolution.
  We've encountered delays in check processing recently, beyond our immediate control. However, we're actively working to resolve these issues promptly. The consumer's check was mailed on 12/14/2023, and our records indicate it was cashed on 12/21/2023, confirming receipt. We apologize sincerely for any inconvenience caused by these delays.
  Our commitment remains steadfast in delivering industry-leading home warranty products and exceptional services. For any further questions or assistance, please don't hesitate to contact us at **************.
  

• Initial Complaint

  Date:12/08/2023

  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.

  DATE OF LOSS REFRIGERATIOR 2ND WEEK OF SEPTEMBER CALL WARRANTY CO. THEY DIDN'T EXPLAIN THE PROCESS, ORGINALLY I TALKED TO A REP THAT WAS GOING BACK AND FOR WITH ME WHO EVEN CALLED MY PHONE TO TELL ME I WILL MAKE SURE YOU GET ON $300 DOLLARS. FROM THAT POINT ON IT WAS DISRESPECT DOWN THE LINE. I ONLY WAS GIVEN $300 TOWARD ITEM IN WHICH I HAD TO GO AND MAKE ANOTHER ACCT TO GET FRIDGE AND I AM ON A FIXED INCOME, WHICH GAVE ME ANOTHER BILL.I WAS WITHOUT A FRIDE FOR 2 WEEKS AND SOME CHANGE.ONCE IT CAME ITS CERTAIN THINGS HOME DEPOT DON'T DO SO I HAD TO GET ANOTHER PERSON TO COME AND CONNECT THE WATER LINE. THEY COULD ONLY APOLOGIZE IT WAS RIGHT AFTER THE HEATWAVE. NO COMPASSION BUT SENT CHECK 6-8 WEEKS LATER THE REP'S ARE VERY RUDE THEN WAS TOLD I MADE A CLAIM AND I AM UP UNDER A CONTRACT WHICH CAN BE BROKEN THE WAY YOU'RE SPOKEN TO IS AMAZINGLY RUDE THIS IS CLEALY NOT A GOOD COMPANY. PLEASE HELP A RETIRED LADY.I WAS TRYING NOT TO OBTAIN ANOTHER BILL BUT ON TOP OF THAT THEY'RE STILL CHARGING FOR THE WARRANTY SERVICE THAT I CARE NOT TO HAVE WITH THIS COMPANY. PLEASE ASSIST ME IN ANY WAY. THANK YOU

  Business Response

  Date: 12/19/2023

  Thank you for reaching out about the concerns outlined in your complaint. We take each inquiry seriously and strive to improve our services for our valued customers. Our goal is to find a fair resolution in every situation.
  The consumer reported a refrigerator issue on 9/11/2023, mentioning inadequate cooling. The vendor found compressor problems, and in line with our policy Section VII-V we offered funds on 9/14/2023. 
  Although checks are typically processed within 15-30 business days, there were unexpected delays, and the check was dispatched on 11/7/2023. Our records indicate it was cashed on 11/14/2023, confirming receipt.
  We strictly adhere to our Service Agreement, covering both inclusions and exclusions. Our commitment remains steadfast in providing a positive customer experience, aligned with our core values of offering leading home warranty products and services.
  Should the consumer wish to discuss policy cancellation in accordance with the Terms & Conditions or for any further inquiries, please contact us at ***************
  
  

  Customer Answer

  Date: 12/27/2023

  [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:12/02/2023

  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.

  Called ask to cancel the account w them and ***************** stated he ******* the account and i would receive my refund by that afternoon and my confirmation was being sent to my email right away. Did not receive email nor my refund. ****** today and got a answer answering service company, latest stated they would not be open again until Monday. And I could not speak with anyone until Monday to resolve this case. And never rec my contract. Sent by email that could not be open. Contact them about that and they gave me another password that didn't work and now Im getting a headache.

  Business Response

  Date: 12/12/2023

  Complaint ***********
  Thank you for reaching out regarding the mentioned complaint. Each concern is handled with utmost care as we strive to continuously enhance our services for our valued customers.
  The consumer requested policy cancellation on 12/1/2023, as permitted by our Terms & Conditions. Refunds are processed within ***** days. We expedited the refund, processing it back to the card on file within 3 days on 12/4/2023.
  All claims have been diligently handled in accordance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains steadfast in providing exceptional customer experiences and maintaining our standards of service excellence.
  We maintain our unwavering dedication to delivering top-tier home warranty products and services to our esteemed customers. We consider this complaint satisfactorily addressed and kindly request its closure.
  Should you have any further inquiries, please feel free to contact us. We request this complaint be closed as answered. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:12/01/2023

  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 signed up for a home warranty and paid $1350 for 3 years. We submitted a claim due to no heat on 11/ and it took the company until 17 to send someone. We paid the required $60 to the first technician. The problem was still not fixed. We encouraged several times that if we couldn't wait to get our own Havac worker, have them call them if the bill was over $200. We did. They then later stated that they would not cover the entire bill after being told we would be reimbursed. The contract was provided after paid the amount. During that 2 week period of time we requested a full refund and we were ignored. We continue to want a full refund of $1350.

  Business Response

  Date: 12/11/2023

  Complaint ID: ********
  Thank you for reaching out regarding the recent complaint. We appreciate your feedback, and we're committed to addressing concerns to ensure a fair resolution for all parties involved.
  Regarding the heating system claim filed on 11/4/2023, where the unit wasn't responding to the thermostat, a participating vendor was assigned as per our policy on 11/7/2023. Upon inspection, the vendor found that reprogramming the thermostat resolved the issue initially. However, the unit malfunctioned again, and the consumer was advised to expedite service via reimbursement.
  To streamline the process, we offered reimbursement where the consumer could engage a local vendor for diagnosis. Upon verification of the issue, parts, and pricing in line with our coverage, reimbursement of $350.00 was approved on 11/28/2023. We aim to process checks within ***** business days to expedite resolution efficiently.
  All claims are handled in strict adherence to our Service Agreement, ensuring fairness and clarity in coverage inclusions and exclusions. Our commitment remains steadfast in delivering a positive customer experience and upholding the highest standards of service.
  We stand by our founding principles, providing industry-leading home warranty products and exceptional services to our esteemed customers. For any further inquiries or if the consumer wishes to cancel the policy as per our Terms & Conditions, they can contact us at **************.
  

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20946432
  
  I am rejecting this response because: I am not satisfied with the care we have received.  We had to make daily calls  to get the service we made. We want out of this contract and our full money returned. We do not want to continue to tiresly contract this company for any help that is needed.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/13/2023

  COMPLAINT ID:  ********
  We appreciate your reaching back out regarding the recent complaint. Every concern is an opportunity for us to enhance our services and ensure a positive experience for our valued customers.
  We're genuinely sorry to hear about the negative experience and sincerely hope to resolve any issues before considering policy cancellation. If there's an opportunity to discuss the concerns or explore potential solutions, please call us at **************. Please note that due to services being rendered, a full refund may not be possible. Your satisfaction is our priority, and we're committed to assisting in any way we can.
  Our commitment remains steadfast in providing top-notch home warranty products and exceptional service to those we're privileged to serve. For any further inquiries or assistance, please feel free to reach out to us.
  
  

• Initial Complaint

  Date:11/29/2023

  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 told that if i had any home repair they could immediately get my items repaired. It took 72 our when yo need the service which I was then given the run around.keep telling they are trying to find a technician. Which they should have a lost of tech tosevice your home appliances. I will not continue to play for service that I cant get any help for.

  Business Response

  Date: 12/11/2023

  Complaint ***********
  Thank you for reaching out regarding the recent complaint. We strive to address each concern with utmost care to ensure our customers receive the best service possible.
  The policy details, including service request timelines and procedures, are available on our website at ********************************************. We aim to respond promptly to service requests, adhering to a timeline of contacting an authorized Service Contractor within specific windows, as outlined in our policy.
  Regarding the electrical claim made on 12/5/2023, the circuit breaker tripping issue in isolated areas was reported. Due to limited vendor availability, we proposed a reimbursement process to avoid delaying assistance, which unfortunately the consumer declined. Please rest assured, we're actively working to secure a participating vendor to address this concern promptly.
  All claims are handled in strict accordance with the Service Agreement, ensuring adherence to both inclusions and exclusions outlined in our policy. Our commitment remains unwavering to ensure a positive customer experience and uphold our standards of service excellence.
  Should you have any further inquiries or require additional information, please don't hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:11/29/2023

  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.

  They refuse to allow cancellations until your contract is completely up. They violated the agreement in raising prices "due to inflation" after we agreed on a fixed term and price. They hung up on me when I attempted to clarify the agreement. As an incentive to renew the offered to pay for a claim they denied as not covered. SHADY!

  Business Response

  Date: 12/11/2023

  Complaint ***********
  Thank you for reaching out to us regarding the recent complaint. Each concern raised is handled with great care to ensure the best possible resolution for our valued customers.
  Please note that a locked rate is typically offered with a multi-year, one-time payment policy, as explained during the sales call. The consumer in this instance purchased a monthly policy, which, as detailed in the policy terms, is subject to change at renewal.
  All claims have been managed in strict accordance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains unwavering to provide exceptional service and ensure a positive customer experience.
  The consumer's request to cancel the policy on 11/29/2023 was promptly processed in compliance with the Terms & Conditions. We request this complaint be closed as answered at this time. 
  We are dedicated to upholding our founding ideals, striving to deliver industry-leading home warranty products and exceptional services to every customer we serve. For any further questions or assistance, please don't hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:11/28/2023

  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 purchased home warranty with Total Home Protection and their name was changed to Service Plus.I am on a limited income and this company has not provided the service I purchased. I have had a few claims, some plumbing, air conditioning and now the claim that has just shown me how inconsiderate and awful this company is. Each claim took weeks to secure a contractor, one of the contractors was never paid so my daughter and I paid out of pocket. We did not want the plumber to go without pay, that is just not right! We filed a complaint on Oct 3 for a leak under the master bathroom sink and one for our stove it is leaking gas and the pilot shuts off for no reason when burner is on. Very dangerous! Causing headaches and not safe. We have called and spent several hours on the phone with Service Plus. I have names and time spent on the phone documented.They continue to say they are unable to secure a contractor. We were told it would be a plumber for both issues. They have offered to reimburse me $300 if I pay for the work done up front. The reimbursement would take over a month for the check to get to me. I cant do this. I am on a fixed & limited income. The date is now November 28. So over a month and still nothing! I think the local contractors dont want to work with this company either because they dont get paid. Service Plus should have said unfortunately we cant service your address/location. I should have never been sold this policy. The gas leak is very serious. My daughter is getting headaches and we have family with young children coming for Christmas.I have tried all I can and Im so frustrated and dont understand how a company can treat someone like they are.I appreciate your help.

  Business Response

  Date: 12/11/2023

  Complaint ID: ********
  Thank you for bringing this matter to our attention. We deeply value your feedback and strive to resolve every concern in a fair and efficient manner.
  Regarding the stove issue reported on 10/3/2023 for which a participating vendor was assigned to the claim. The consumer contacted us on 10/13/2023 to advise the vendor was unable to service.  We understand the inconvenience caused due to the limited availability of a participating vendor in your area. Our team promptly offered an alternative as per the policy through reimbursement to ensure there would be no delay in addressing the issue.
  At times, we face limitations in securing participating vendors, particularly in specific areas, which unfortunately fall beyond our control. This can occasionally impact service availability. We're continuously working to expand our network and improve coverage to minimize these constraints. 
  As of our records, we haven't received the diagnosis or the paid receipt necessary to proceed further with the resolution of the claim.
  All claims are handled diligently in accordance with our Service Agreement, and we remain committed to providing a positive customer experience at every step.
  Our unwavering commitment is to deliver industry-leading home warranty products and exceptional services.
  
  

• Initial Complaint

  Date:11/28/2023

  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.

  November 2022
  I paid $1500.00 for a 3 year contract.
  Everytime I call Service Plus, the contractor that they send out does not have a clue about anything he is supposed to be repairing, or it is something that they do not cover. They also state that if they can't repair the appliance they will replace it. They do not honor that, they could not repair my dishwasher, so they are sending e a check for$130.00 which covers the service call fees that I had to pay for them to send a repair man. I have yet to even receive the check. I have been waiting for about 4-5 months now and everytime I call asking where the check is, they tell me that they will put it in the mail friday. I told them today that I wanted to cancel the contract and my money returned since they were failing to uphold the contract. If you read the policy manual, 99% of any appliance that they cover, is not covered. According to my AC repair man, everything for the air conditioner is excluded, same thing with the water heater. I just want my original $1500 dollars back and the contract cancelled

  Business Response

  Date: 12/11/2023

  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.
  Claim determinations are made in full compliance with the policy terms, ensuring adherence to our agreement.
  We're aware of recent delays with checks and are actively addressing them to ensure prompt resolution. We apologize for any inconvenience caused. The consumer's check was mailed on 11/30/2023.
  If the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at ###-###-####.

• Initial Complaint

  Date:11/28/2023

  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.

  My heat went out on Sat and I filed a claim with my home warranty company, Service Plus, online. The company adverstises availability 24/7, did not follow up by midday Sunday, so called again and was told it can take ***** hours to assign a contractor. Nothing was done until Monday and then I was assigned to a contractor who said it would be another ***** hours. That's INSANE. I found a contractor to come yesterday (paid $165) and now the warranty company is only approving $350 on a $2000 bill. Really? How is that justified? It's not. I paid for this warranty and I am not getting service. I have COPD and need to have heat for my health condition.Before I renewed this contract, which I wasn't going to do, I told the rep. that I didn't like having to wait ***** hours to get a contractor assigned. That's unacceptable to me. ******* told me that they weren't handling things that way anymore. They have been paid and I am not getting service. Can't even reach a supervisor when you have problems.Facebook has all kinds of issues posted about this company doing this to it's customers. I paid for this service and the c*** I've had to deal with has been ridiculous. I need heat and it's going to be a very cold week. I can be reached at ************.My contract number is ********* and My Claim #******. Their number is ************.

  Business Response

  Date: 12/07/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer filed a heating system claim on 11/25/2023, reporting a lack of heat. As per our operational guidelines, a participating vendor was assigned to the claim on 11/27/2023 in adherence to our policy terms.
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling **************  or requesting service through the Customer Portal. We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due ************* Call Fees and Plan Fees are made current.
  B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you *** be required to pay an additional fee.
  On 11/27/2023 the consumer contacted us to advise they got their own vendor out to the home. They were advised that we would need to speak to their vendor prior to any repairs in order to get the diagnosis, parts & prices. 
  An invoice received on 11/27/2023 indicated a failed blower motor, approved for reimbursement as per our rates in line with the policy. The total reimbursement of $240.00, after deducting the consumer's portion of the service charge fee ($60.00), was processed.
  E. Instances beyond SPHWs control *** prevent SPHW from providing a Service Contractor to repair or replace a covered item. In these instances, we reserve the right to provide you cash-in-lieu of the repair or replacement services. This amount offered is based on what SPHW would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  The consumer reached out to our mediation department who reviewed the claim information and offered the consumer $825.00. Upon acceptance, we will expedite the check within **** business days. 
  All claims have been handled in accordance with the Service Agreement, which delineates both inclusions and exclusions. Our dedication is to ensure a positive customer experience and uphold the standards we've set for our customers, contractors, employees, and company values.
  We are dedicated to upholding our promise of delivering industry-leading home warranty products and providing exceptional service to our valued customers. This unwavering commitment is at the core of everything we do, ensuring that our customers receive the best possible care and coverage for their homes. For additional assistance please contact us at **************.
  
  

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20926774
  
  I am rejecting this response because:  The contractor you referred me to also had a ***** delay before I would hear from them.  Thus further delaying my repairs.  Yes, I did contact an outside contractor so at least I could find out what the actual problem was, which you said I could do.  You said you would cover up to $200 without an approval.  So I did it.  YOU PRESSURED before I was able to find out of you would approve or not to make a decision as to which way I wanted to go with my repairs, use your contractor that said another ***** hours before even hearing from them.  So I said I'd go with the outside contractor to get an estimate on repair charges, which were $2000.  Needless to say, you offered me basically nothing.  What is $240 on a $2000 bill.  This is not what I expect from my warranty company.  I see how you manipulate your wording to get out of providing service or minimizing what you will pay for.  NO, I paid good money for this warranty, I don't owe anything AND, in one of your emails it stated I WAS NOT responsible for the $60 charge.  Even when you offered more money I said NO bc, again, I paid for this warranty and expect to receive covered services, even if I have to go with your contractor.  I told you I was not going to go with the outside contractor and expect you to provide the covered service I paid for.  Is there anything that says I can't change my mind?  I don't think so.  You have not covered a darn thing and I want my work completed and paid for by your company, even if I have to use your contractor. 

  I think you do things this way so that consumers will get fed up and get their own contractor, then you can s**** over the consumer by not covering the full costs of the repair or replaced item.  This is not an acceptable excuse for you to NOT PROVIDE ME with coverage for this repair.  You don't want to do it bc it's nearly $2000 and if you are able to get it done for a lot less, then I am concerned with the type of contractor you would be sending out.  I will accept nothing less than this.  I am prepared to take this to Consumer Affairs, Attorney General and the state licensing board.  I will not give up and at some point I will be asking for personal compensation due to the stress and lack of heat in my home the longer this drags this out.  This is very poor customer service.  You should be trying to make me happy, but you aren't  Obviously you do not care about the consumers or there wouldn't be the amount of complaints there are against your company.  You also said that since I filed this complaint, even though I told I told you it would not be made public, you refused to work with me.  My husband and I have spent hours on the phone trying to get this resolved.  We have jobs to do as well and can't just stay on the phone on hold.  
  

  What's the point in having this warranty if you get to decide what you fix and don't fix?  ****'s not a warranty.

  I am seeing all kinds of negative comments on social media about this company.  It is very disturbing.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Plus account no. *********.
  On 11/09 Service Plus assigned my claim to ****** I was assured that my credit card would not be charged the $75 service fee until the service person arrived at my home. ***** immediately charged my credit card before a technician had been assigned. The amount was refunded and a second company assigned (********** The service man came out and wanted to charge me $180 to clean my dishwasher. A claim was submitted to Service Plus which was denied. I paid the serviceman the $75 deductible. On 11/14 I attempted to cancel my contract with Service Plus and was told by Mason (representative) that my contract is for 12 months. I reviewed the contract that Service Plus sent me via email and nowhere is there any statement saying I cannot cancel. Also there is nowhere on the Service Plus customer website portal that will allow me to remove my credit card without adding another payment source. I am on a monthly payment plan of $42.34 per month. I have locked my credit card so that Service Plus can no longer charge my card.

  Business Response

  Date: 12/04/2023

  Complaint ID:********
  We appreciate your communication regarding the referenced complaint. Each complaint is approached with care to continually improve our service for our valued customers.
  The consumer filed a claim for a dishwasher on 11/9/2023, citing a burning/foul odor. Upon inspection by the participating vendor, it was determined that the unit required maintenance and cleaning. According to the policy, maintenance and cleaning fall under non-covered conditions.
  The policy outlines coverage specifics, indicating that mechanical components and parts are covered, except for items listed under the "Not Covered" section, which includes maintenance and cleaning among other exclusions.
  All claims have been handled in accordance with the Service Agreement, which defines both inclusions and exclusions. Our commitment remains steadfast in providing a positive customer experience and adhering to our principles for the benefit of all involved parties.
  On 12/1/2023, the consumer requested policy cancellation via email, a request that was processed in compliance with the Terms & Conditions on 12/4/2023.
  Our commitment remains strong in delivering industry-leading home warranty products and exceptional service to our privileged customers. For any further inquiries, please feel free to contact us at ###-###-####.
  
  

  Customer Answer

  Date: 12/04/2023

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