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 - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  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:03/04/2025

  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.

  Failure to Refund Out of Pocket Costs for a covered repair dating back 11/08/******* of Transaction: 11/08/24 Business Commitment: To find a certified technician in reasonable time to fix a failed condenser motor for **.Nature of Dispute: Failure to reimburse out of pocket expenses for having motor replaced in a timely manor.Has business tried to resolve: No, they informed me late December 2024 I would be reimbursed for handling the repair myself after giving me a pre-authorized amount, but failed to resolve over the course of 3 month. Summary: My ** condenser motor went out rendering my house without Air Conditioning. I reached out to Service Plus which assigned what appeared to be a fictitious company to handle the repair ("Phone No. **********" per the claim which I screen grabbed). I reached out and asked them to assign a company and they failed to do so in a timely manor so I asked for them to give me a pre-authorization form. They did and I had the ** fan motor procured and replaced out of pocket. I sent them the required documentation for reimbursement by 11/8/24. It is now 03/04/25 and after having been promised to recieve a refund for the cost of the part and repair by mid ******** contacting late ******** they have failed to send funds which is a reoccurring theme with this company as this is my 3rd time filing a complaint against them. Requesting the agreed refund amount, my service fee waived from said amount and $100 for grievances relating to delayed payment as they could easily cut a check like they have in the past after filing a dispute within days, not weeks or months. Amount paid represents contract amount for warranty.

  Business Response

  Date: 03/14/2025

  Complaint ID: ********
  Thank you for reaching out regarding the above-referenced complaint. We value your feedback and are committed to providing the highest level of service to our customers.
  We understand the importance of timely payments and sincerely regret any inconvenience caused by the delay. Due to circumstances beyond our control, there were unexpected delays in processing checks. However, we have been actively working to resolve these issues as quickly as possible.
  According to our records, the check in question was mailed on February 27, 2025, and subsequently cashed on March 6, 2025, confirming receipt.
  We appreciate your patience and understanding. If you have any further questions or require additional assistance, please do not hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:03/04/2025

  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 home warranty some 7 years ago because my policy stated it would repair or replace my central air conditioner unit. The unit is over 20 years old and let go. When I filed a claim last year I was told it was not covered but the service man was able to get it working. Now it is not working and service reported cannot be repaired. He reported the issues and my claim was denied stating my policy y does not cover corrosion. Now I'm having to pay 100% out of pocket for a new unit. I have filed three claims in the past and each claim was denied for ridiculous reasons. They have changed their name at least twice and are nearly impossible to reach by phone. Their website claims the policy covers all replacement costs but they find reason to deny your claim.

  Business Response

  Date: 03/14/2025

  Complaint ID: ********
  Thank you for reaching out regarding this complaint. We take every concern seriously and use customer feedback to continually improve our services. Our goal is always to ensure a fair and transparent resolution for all parties involved.
  The claim for the air conditioner which was submitted on August 23, 2024, citing that the outside unit was not turning on. Upon inspection, the participating vendor determined that the capacitor had failed and that the compressor was shorted to ground. As outlined in the service agreement, a component that is shorted to ground is considered a non-covered condition.
  Following this, the customer obtained a second opinion from their own vendor, who reported a major refrigerant leak in both the condenser and evaporator coils due to corrosion. The unit's loss of refrigerant ultimately led to secondary damage to the compressor. Unfortunately, this confirmed the initial diagnosis of a failed compressor, which remains a non-covered condition under the terms of the policy.
  All claims have been reviewed and processed in full compliance with the Service Agreement, which includes both coverage provisions and exclusions. While we understand this may not be the outcome you had hoped for, we remain committed to providing transparent and fair service to all our valued customers.
  If you have any further questions, please feel free to contact us at **************
  
  

• Initial Complaint

  Date:02/27/2025

  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 a Frigidaire refrigerator that I have had a problem of it freezing foods in the refrigerator for about 4 years. Service Plus has sent repairmen after repairmen out to "fix" the problem. The same problem for over 4 years. They once sent a part to repair the problem and took over 18 months to get someone out to install it. I believe its time to replace the unit.

  Business Response

  Date: 03/07/2025

  Complaint ID: ********
  Thank you for reaching out regarding the above-referenced complaint. SPHW values all customer feedback and remains committed to providing fair and efficient resolutions.
  Upon review, the customer reported experiencing an issue with their refrigerator freezing food, stating that the problem began around the time the policy was purchased on April 19, 2021. However, company records indicate that the first claim related to this issue was submitted on September 15, 2023—less than two years ago. If the issue had been ongoing for four years, it would predate the policy purchase, suggesting a pre-existing condition that is not covered under the service agreement.
  Below is a summary of the actions taken regarding this claim:
  • September 15, 2023 – The customer submitted a claim for the refrigerator. The assigned vendor diagnosed a damper motor failure, and the claim was approved for repair. The part was ordered and shipped to the customer.
  • October 23, 2023 – The customer reported that the vendor was unresponsive. To prevent further delays, the company offered the option to hire a local vendor for installation with reimbursement, but the customer declined. A new vendor was assigned on November 30, 2023.
  • July 8, 2024 – The customer contacted the company again, stating that the vendor had not completed the installation. Another vendor was assigned.
  • August 26, 2024 – The newly assigned vendor reported that the damper motor was functioning normally.
  • September 24, 2024 – The customer reported that, despite the installation, the issue persisted. At that point, a cash settlement was offered in lieu of repair, which was declined.
  • November 18, 2024 – The vendor determined that the damper motor was stuck. After adjusting the temperature settings, the unit was confirmed to be operating properly.
  All claims have been processed in accordance with the terms of the customer’s Service Agreement. However, the company acknowledges and sincerely regrets the extended timeframe of this process. SPHW remains dedicated to providing quality home warranty services and ensuring a positive experience for all customers.
  For any further questions or concerns, please contact ###-###-####.

  Business Response

  Date: 03/21/2025

  Complaint ID: ********
  We understand your concerns and appreciate the opportunity to clarify our position.
  As of November 18, 2024, the vendor reported that the unit was functioning properly. However, when a new claim was filed on January 28, 2025, the participating vendor diagnosed a sealed system leak.
  Per the terms of your home service contract, leaks of any kind are specifically listed as a non-covered condition under Section V.C. of the policy. While we strive to assist with covered repairs, all home service contracts include both inclusions and exclusions to outline what is and isn’t covered. Unfortunately, this type of failure falls under the exclusions, and we are unable to provide coverage for the repair.
  We sincerely regret any frustration this may have caused and appreciate your understanding. If you have any further questions or require additional assistance, please don’t hesitate to contact us at ###-###-####.

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is exactly what I expected. The refrigerator has NEVER worked properly, they kept sending repair techs knowing that at one point they would say the fix is not part of the warranty so too bad so sad. They never were going to fix the problem. I will be ending my account and will let others know what kind of company they are.
  
  
  
  
  
  Regards,
  
  
  ******* ********

• Initial Complaint

  Date:02/25/2025

  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 filed a claim #****** with Service Plus on 2/16/2024. It was for a leak in multiple rooms for which I have limited roof repair (see contract language below) under my warranty Policy ********* which expires on 3/6/2025. There is a gap between the roof and the wall where you can see the sky. When it rains & winds blow, there is water in my sunroom. I have made multiple attempts to get the company to fulfill their obligations and sent pictures of the issues as requested. I was told that caulking is not covered but that is not specifically stated as not covered in the contract language. They stated the leak in my sunroom is not covered as it is a porch. It is not a porch as it is part of the home and is heated and cooled and is a finished part of the square footage. Every issue I brought up was "not covered". I asked if a shingle was missing if that would be covered and they said that shingles are not covered. Effectively, I have been paying for a contract with no roof coverage when it was advertised as at least limited roof repair. This is bait and switch. Limited Roof Leak Note: Coverage applies to single family homes only. COVERED: Repair of shake and composition roof leaks over the occupied living area. NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement. I am not renewing my warranty and am looking for $450 for warranty cost + $125 which I paid for the technician assistant. I do not trust them to do the roof repair.

  Business Response

  Date: 03/07/2025

  Complaint ***********
  Thank you for reaching out to us regarding your recent complaint. We value your feedback and take all concerns seriously, as it helps us continue to improve our service and better assist our valued customers.
  We understand that you filed a Limited Roof Leak claim on February 16, 2024, noting a potential flashing issue. While flashing is not a covered condition under your service agreement, we assigned a vendor as a courtesy since this was your first claim and were not quite sure of the issue. Upon inspection, the vendor determined that there was no active leak at the time of the appointment.
  You later provided photos indicating that the siding was cut incorrectly, creating a gap. We recognize your request for coverage of the necessary caulking due to improper siding installation. However, per the terms of your Limited Roof Leak Coverage, repairs related to flashing and improperly installed components are not covered under the agreement.
  For your reference, the service agreement specifies that coverage applies to the repair of shake and composition roof leaks over the occupied living area. However, it excludes coverage for flashing, improperly installed materials, and other specific conditions. Additionally, General Limitations of Liability state that items that were improperly installed or modified from the original manufacturer design are not eligible for coverage.
  While we strive to assist our customers whenever possible, all claims are processed in accordance with the terms of the service agreement. We remain committed to delivering quality service and fair resolutions to all parties.
  If you have any further questions or would like additional clarification, please dont hesitate to contact us at **************.

• Initial Complaint

  Date:02/16/2025

  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.

  ServicePlus contract from Oct 2023, they are refusing to cancel the service and keep on charging back to my credit card every month, I even called them up they are not very communicative and refuse to cancel the contract.

  Business Response

  Date: 02/26/2025

  Complaint ID: ********
  Thank you for reaching out to us regarding your complaint. We take all customer concerns seriously and appreciate the opportunity to address them. Feedback like yours helps us continually enhance our service to better meet the needs of our valued customers.
  While the policy was canceled on February 19, 2027, we want to emphasize that we truly value you as a customer. Our goal is always to maintain positive, long-term relationships, and we remain committed to finding fair and reasonable resolutions for all parties involved.
  If you have any further questions or concerns, please do not hesitate to reach out. We appreciate your time and the opportunity to serve you.
   
  
  

• Initial Complaint

  Date:02/14/2025

  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.

  Service warranty with company,dryer stopped working on 1/26/25. I filed a claim. 1st vendor assigned came out ,checked dryer an ordered parts. The dryer is located in a hallway closet on of the washing machine. After the parts came in, I was told by vendor it was my responsibility to move the dryer down to be serviced.(1) $60.00 fee was pd. Called SPW they they said I do not have stackable equipment, the dryer is on a shelf & yes I waould need to get it down to be assessed for repairs and the $60.00 fee would be waived & another vendor would be found. (2nd) vendor ready to come & inspect dryer but they said nothing about waiving of fee was ever sent to them. So SPW is nnow saying because no one has access to appliance it's my responsibility to move it down. First of all I'm an older disabled person, have tried asking a couple of guys to move it for me with no luck, going down stairs for 2 wks to do laundry. So on 2/14/25 I waet out & purchased a new dryer. SPW should be responsible for a portion of that or something since they have been playing games with me. They never refused to fix the machine, just refuse to have someone move it out of the closet.

  Business Response

  Date: 02/24/2025

  Complaint ID:   ********
  Thank you for reaching out regarding your recent complaint.
  We value every customer’s feedback and strive to provide the best possible
  service while ensuring fairness in all resolutions.
  Upon reviewing your claim for the clothes dryer submitted on
  January 26, 2025, we found that the initial vendor diagnosed the issue as a
  faulty motor, pulley assembly, and blower wheel. The repair was approved on February
  3, 2025; however, the vendor informed you that access to the unit was required
  to proceed with the repair. As outlined in our Service Agreement (Section VII,
  General Limitations of Liability, Item N), costs associated with
  gaining access to an appliance or system are not covered under the warranty.
  To further assist, we assigned a second participating vendor
  on February 14, 2025, who was aware that the unit was stackable and that access
  would be needed. Upon inspection, this vendor determined that the issue was due
  to a lack of electricity at the outlet. The vendor replaced the outlet, and the
  unit was confirmed to be operational at that time.
  We were not notified that you intended to purchase a new
  unit. While our company does not have a financial obligation in such cases, we
  invite you to submit a copy of the paid receipt to ************************* for review to determine if any assistance can be provided.
  Our goal is to ensure a fair and transparent resolution for
  all parties involved. We remain committed to delivering industry-leading home
  warranty services and exceptional customer care.

  Customer Answer

  Date: 02/25/2025

  
  
  
  
  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. 2/18/25 this complaint was finally resolved. No further action required. Thank you for your assistance
  
  
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:02/12/2025

  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 am writing to formally lodge a complaint against ************, with whom I have an ongoing service contract. My experience has been extremely unsatisfactory.For over a month and a half, I've tried to contact Service Plus about their failure to provide services as agreed. Despite numerous calls and messages, I have not received any response. This neglect is deeply concerning.Service Plus continues to withdraw payments from my account without providing the services I'm paying for. This includes unresolved claims like my water softener repair, which isn't even listed on my account, indicating poor attention and ***************** air conditioner also needs servicing, and as Florida enters spring/summer, I'm very concerned. Their lack of response and action makes me feel frustrated and robbed.I spoke with someone claiming to be the owner to request non-renewal of my contract. I was told I couldn't exit, but I asked not to renew upon expiration. I have been trying to get out of this contract since 2023. Despite this, my contract was renewed from 05-05-2022 to 05-05-2025 without my consent continuously. Additionally, the service call fee increased to $125 on top of the $85 monthly fee, yet they remain unresponsive.I respectfully request the Better Business Bureau's assistance in resolving this matter. Specifically, I seek:1. Immediate cessation of further charges until services are rendered per our contract.2. Prompt resolution of outstanding claims, including my water softener and air conditioner.3. An explanation from Service Plus regarding their lack of communication and service delivery, along with a plan to rectify these issues.

  Business Response

  Date: 02/21/2025

  Complaint ***********
  Thank you for reaching out to us regarding your recent concerns. We value your feedback and are committed to ensuring a fair resolution for all our customers.
  We would like to clarify the details of your claim:
  Water Softener Coverage: This is an optional add-on and is not included in your current plan.
  Air Conditioner Claim: A claim was filed on 2/12/2025, stating that the unit was not functioning. As per our process, participating vendors are assigned within two business days. Due to your health conditions, we offered the option of reimbursement, allowing you to hire a local vendor to diagnose the issue.
  Diagnosis and Coverage Determination: Your chosen vendor reported that the thermostat was unresponsive and that the unit had improper wiring, which prevented it from turning on. According to the terms of your service agreement, improper wiring is a non-covered condition:
  Section VII. General Limitations of Liability
  R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled, or adjusted in a way that prevents inspection, diagnosis, or repair. It also does not cover failures due to improper alterations, repairs, installations, modifications, or damage resulting from unauthorized work.
  All claims have been processed in accordance with your service agreement, which outlines both coverage inclusions and exclusions. However, we are happy to review any additional documentation you may have. If you would like us to reassess your situation, please send a copy of your paid receipt to ************************************ for further consideration.
  We remain committed to providing industry-leading home warranty services and appreciate the opportunity to serve you. If you have any further questions, please dont hesitate to contact us at **************.

• Initial Complaint

  Date:02/12/2025

  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 1/7/24 I purchased a home SPHW warranty for a one year contract at 43.75 per month. My contract # is *********. On or about ,9/25/24 my microwave oven broke down. I called SPHW and made a claim. SPHW called a contractor, who called me a few days later. I told the repairman the issue n gave him code off the microwave oven. The repairman said he would contact SPHW. I waited a week and called the mediation department. I was told I'm that the cost fix my microwave was over 399.00 and SPHW would be out my microwave for 200.00. I was told a check would mailed between 6 to 8 weeks. I have called numerous times to SPHW since December 2024. The last call was on 1/8/24. I was told they computer issues with paying claims. I am still waiting for my check in the mail. Please help.

  Business Response

  Date: 02/21/2025

  Complaint ID: ********
  Thank you for reaching out to us regarding your complaint. We value your feedback and strive to provide fair resolutions for all our customers.
  Your claim for a built-in microwave was submitted on 8/31/2024 due to inadequate heating. Our participating vendor reported multiple part failures, and in accordance with your service agreement, we determined on 9/16/2024 that a cash settlement would be provided instead of a repair.
  Per Section VII of your agreement:
  "We reserve the right to offer cash in lieu of repair or replacement based on our actual cost, which may be less than retail. If a system or appliance is deemed irreparable or not cost-effective to repair, we may offer a replacement or a cash settlement not exceeding its depreciated value. Installation is not covered. If you choose to repair rather than replace, the system or appliance will no longer be covered under SPHW."
  Due to unforeseen delays, the check was not processed within the standard 30-45 business days, and we regret any inconvenience this caused. Additionally, on 1/10/2025, a chargeback was received, which automatically canceled your account and halted the check issuance. The chargeback was accepted, and a refund was processed on 1/17/2025.
  All claims have been handled in accordance with our service agreement, which includes both inclusions and exclusions. However, in an effort to resolve this matter, we have submitted for your check to be processed and mailed within 7-10 business days from this response.
  We remain committed to providing high-quality home warranty services and appreciate the opportunity to address your concerns. Should you have any further questions, please feel free to contact us at ###-###-####.
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently a paying customer of Service Plus Home ******************! Back in October of 2024, I placed a claim for my washer ! They could not dispatch anybody out , so per the contract I found someone and requested reimbursement which it was approved . I submitted my paid receipt and they approved reimbursement ! I was told I had a 8 to 12 week wait! No problem . Now it is going on 5 months and they have not sent out reimbursement. Everytime I call I get a run around . I am told it is coming and nothing happens. I continue to wait call again every week and same response it was approved and on the way . They faithfully take my money every month . I commit to my side of the contract but they are not . Unconstitutional in many way! Please help!

  Business Response

  Date: 02/21/2025

  Thank you for reaching out to us regarding your concerns. We take every complaint seriously and appreciate your feedback as it helps us improve our services for our valued customers.
  We understand that there are always two sides to every situation, and we strive to find a fair resolution for all parties involved. Unfortunately, due to circumstances beyond our control, there have been some delays with check processing. We recognize these delays and are actively working to resolve them as quickly as possible.
  We would like to inform you that your check was mailed on February 18, 2025. We sincerely apologize for any inconvenience this may have caused.
  At ****, we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to those we are privileged to serve. If you have any further questions or need additional assistance, please dont hesitate to contact us at **************.
  
  

• Initial Complaint

  Date:02/11/2025

  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 this home warranty program 9/2024. It is due to expire 9/2030. I have made numerous calls to start a claim to repair my oven. First of all you will never get to talk to a person. When you complete the claim information via the telephone, it disconnects at the end of the call without completing the info. The login info is also bogus. I never set up online yet it tells me it will send me a link to reset my password. The link never arrived. This seems like a scam. I want my full refund or provide the service I was promised.

  Business Response

  Date: 02/21/2025

  Complaint ID:   ********
  Thank you for reaching out to us regarding your recent experience. We truly appreciate your feedback and take every concern seriously,as it helps us improve our service for all our valued customers.
  Were sorry to hear that you encountered difficulties while submitting your claim. We understand how frustrating it can be when you need assistance with an important home appliance, and we sincerely regret any inconvenience this may have caused. Please know that your satisfaction is very important to us.
  To assist you as quickly as possible, we promptly reached out after receiving your complaint and helped facilitate the claim for your oven. A participating vendor assessed the issue, confirmed that the igniter needed replacement, and we approved the claim for repair. Were glad we could help resolve the matter and get your oven back in working order.
  All claims are processed in accordance with the terms of the Service Agreement, which outlines both inclusions and exclusions. While we must follow these guidelines, we remain committed to fairness and ensuring a positive experience for all our customers.
  We take great pride in providing industry-leading home warranty products and exceptional service, and we want to make things as smooth as possible for you. If theres anything else we can do to assist, please dont hesitate to reach out at **************