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 has 8 locations, listed below.

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• 

  ServicePlus Home Warranty

  518 Old Post Rd Ste 7 PMB 315 Edison, NJ 08817-4683

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

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:11/17/2023

  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 been with this company for about 3-4 years Every time I call anything is cover . Their advertising said the cover normal wear and tear of the home equipment is not thru last call was about my ice maker not cover. By my surprise in one of the positive reviews was cover for another customer.. Most of the time I need to find people to fix my equipment, they dont have any professional can fix the equipment on my area, later on they dont reimburse what you expense I want to cancel the policy due to that issue for the last 3 months or longer They want me to continue to stick with them when they dont offer the service they said in the advertisement. They are the worse company to be with Honestly I dont want any person go through this bad business behavior.

  Business Response

  Date: 11/28/2023

  Complaint ID:     20883260
  Thank you for reaching out with the referenced complaint.Every concern is handled with utmost care as we strive to improve our service for our valued customers.
  The consumer lodged multiple claims that, unfortunately,fell outside the coverage scope outlined in the policy, which primarily covers normal wear and tear mechanical failures.
  Rest assured, all claims have been appropriately addressed in compliance with the Service Agreement, which specifies both inclusions and exclusions. Our commitment remains unwavering in delivering a positive customer experience and acting with integrity for the benefit of all parties involved.
  Should the consumer wish to cancel the policy in accordance with the Terms & Conditions, they are welcome to contact us at **************
  .

• Initial Complaint

  Date:11/09/2023

  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.

  We are new homeowners and shortly after we settle on our new home we began receiving calls and mail/email from home warranty companies ... one of which was ServicePlusHomeWarranty. We spoke with a salesman, *************************** (#***) , he said how good their company was and that we really needed a home warranty. We thought we were doing a good thing since we are new / first time homeowners. We signed up with this organization. **** said they cover all plumbing and electrical systems as well as leaky roofs and all major appliances and the water heater and HVAC systems. It all sounded good until we actually had a need arise ... and we found out that Service Plus is not a reputable organization, and that they had no intention of paying for most of the things the salesman said they would !!

  Business Response

  Date: 11/28/2023

  Complaint ***********
  Thank you for bringing your concerns to our attention. We value every complaint as an opportunity to enhance our service for our esteemed customers.
  Regarding the plumbing system claim filed on 10/18/2023 for water leakage from the toilet, we faced limited availability of participating vendors at that time. Consequently, reimbursement was advised as an alternative solution. In the reimbursement process, the consumer contacts a local vendor for diagnosing the issue. For any covered failures, the vendor must contact SPHW before making any repairs, providing details of the failure, parts, and pricing. Subsequently, upon receipt of a paid receipt, the consumer receives a reimbursement check.
  The consumer's vendor reported a clog in the main line, which was addressed by snaking the line. However, the line remained clogged due to root damage that had cracked the pipes. Per our policy, this condition falls under non-covered circumstances.
  V. COVERAGE
  F. Plumbing System and Stoppage
  Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
  COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builders grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
  NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; leak detections; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; reverse osmosis; water filtration systems; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  In an effort to support the consumer, we authorized a reimbursement of $275.00 on 11/16/2023.
  We assure you that all claims have been handled in accordance with the Service Agreement, which outlines both inclusions and exclusions. Our commitment remains steadfast in ensuring a positive customer experience and acting in the best interests of all parties involved.
  We are dedicated to maintaining our commitment to providing industry-leading home warranty products and exceptional service to our privileged customers. If you have any further inquiries, please feel free to contact us at **************

• Initial Complaint

  Date:11/09/2023

  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.

  Home warranty company Service Plus has not sent me my claim check after decal months of delay and several calls to the customer service department and speaking to ******* their escalation supervisor more than 3 times. With promise of this should be the last time I should have to speak with then calling back in again.This company seems to be very suspicious as this is the second time I had a legitimate claim with a payout and met with reluctance in sending out to my address.******* again promised this should be sent out this week has been informed I will be filing a complaint.

  Business Response

  Date: 11/28/2023

  COMPLAINT ID: ********
  Thank you for reaching out to us regarding the referenced complaint. Your feedback is invaluable, and we approach each concern with the utmost care to continually improve our service for our valued customers.
  We're currently addressing delays in check processing due to circumstances beyond our control. Please accept our sincere apologies for any inconvenience caused by this delay. We're actively working to resolve these issues promptly.
  The consumer's check was mailed on 11/22/2023. We deeply regret any inconvenience this delay might have caused.
  Our commitment remains unwavering in providing top-tier home warranty products and exceptional service to those we have the privilege to serve. Should the consumer have any further inquiries or require assistance, please don't hesitate to contact us at **************

• Initial Complaint

  Date:11/08/2023

  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 entered into a contract with ***************** Warranty. I paid my monthly payment of $45 without ever being a moment late. I had unfortunately 2 breakdowns on 2 different appliances within a month. ***************** Warranty decided that the appliances were too old to repair so they promised a payout amount towards new appliances. The payment for the dryer was $200 and the payment for the refrigerator was $300. The dryer was on August 18th 2023 and the decision for the refrigerator was made on September 8th 2023. They told me it would ***********-8 weeks to receive the checks. Today is November 8th 2023. I have yet to receive the checks. I checked on them today and they said that because I let my policy lapse recently they would not send the checks out although they are well after the 6-8 weeks promised. There is no place in the policy that says the account has to be current to send a check. My account was current at the time of the breakdown and at the time they said that they would pay a payout.

  Business Response

  Date: 11/21/2023

  COMPLAINT ID: ********
  Thank you for bringing your concerns to our attention. Every complaint is handled with the utmost care as we strive to continuously improve and better serve our valued customers. We understand that every situation has multiple perspectives, and our aim is to find a fair resolution for all parties involved.
  Regarding the clothes dryer and refrigerator claims, I wanted to provide an update on the authorization process. Funds were authorized for the clothes dryer on 8/18/2023 and for the refrigerator on 9/8/2023. Checks are typically processed and mailed within ***** business days. However, I regret to inform you that during this processing period, the account went into a past due status on 10/10/2023.
  Please know that checks cannot be processed or mailed for accounts in a past due or inactive status. Once the account is brought current, we will expedite the processing and mailing of the checks to ensure the consumer receives them as swiftly as possible.
  Our commitment remains steadfast in delivering industry-leading home warranty products and exceptional services to all our customers. Your satisfaction is paramount to us, and we're dedicated to resolving this matter promptly. If you have any further questions or need assistance, please don't hesitate to contact us at **************

• Initial Complaint

  Date:11/07/2023

  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 home on September 17, 2022, the house came with a transferable home warranty through ***************** Warranty. Since having the plan, they have not been able or should I said will not fix anything. Nor am I able to pull down the contract to see what is covered and what isn't. They want to tell me over the phone, but I am unable to obtain a copy of the contract itself. I want my money back from this company for the contact. It is a useless piece of paper that holds no merit for the consumer. They take your money and don't provide any assistance or fix any items.

  Business Response

  Date: 11/17/2023

  Complaint ID: ********
  We sincerely appreciate you reaching out with your concerns. Your feedback is crucial in helping us improve our services for our valued customers. We understand that every situation has multiple perspectives, and our goal is to find a fair resolution that addresses everyone's needs.
  Our policy, accessible at all times on our website ******************************************** outlines the procedures to follow for any concerns or claims. In addition to accessing the policy details online, our consumer portal offers a convenient way to submit claims and review your policy whenever needed.
  Our unwavering commitment is to uphold our founding principles by delivering top-tier home warranty products and exceptional service. Should you consider canceling the policy in accordance with our Terms & Conditions, please don't hesitate to contact us at **************
  We deeply value your trust and are dedicated to guiding you through any concerns. Your satisfaction remains our utmost priority, and we are committed to exploring the best possible resolution for you while adhering to the policy terms.
  
  

  Customer Answer

  Date: 11/17/2023

  
  Complaint: 20839595
  
  I am rejecting this response because:
  This company has no intent on fixing anything once you file a claim and pay the service fee for them to come out and service your appliance, no matter what the appliance is. I want all of my money back from this contact. ***y never came to the house for the furnace.  When I called to see when someone was coming, they stated I had to wait until the time had elapsed to call them back. Once the time frame had expired, I called them back and they informed me that the humidifier which is attached to the furnace would not be service because it isn't covered by warranty.  I am unable to pull up a copy of the warranty from their site. So therefore, you don't know what is covered and what isn't. *** humidifier is a part of the furnace. It is not a separate appliance.  I am requesting a refund of the $45.00 service fee to be returned to me. Why? Because on 11-10-2023 at 8:59 p.m. I received a text from them to schedule a service call and they had told me previously on 11-09-2023 that the part would not be fix because it wasn't part of the warranty plan and then later on 11-10-2023 I receive a call from a company to come out and fix the appliance and I informed them that Service Plus informed me that they would not pay for the humidifier to be fixed, so why would I allow them to come to the house.  So, they can keep my $45.00.  *** service technician informed me to go on the website to cancel. ***re was no way to cancel the service call because Service Plus had closed out the ticket.  This company baits the consumer into purchasing the warranty only to not repair any items, take you service fee and attempt to low ball you with a settlement offer that will not even allow you to purchase an item of equal value of what needs to be repaired. ***y never came out when they were supposed to. I want my full $45.00 back and the cost of the warranty that was paid to the company. This company is a shame. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/28/2023

  Complaint: 20839595
  We've properly addressed this complaint by referring to the relevant sections of the policy, which substantiate the grounds for the denial of coverage. ************ contracts, including ours, encompass both inclusions and exclusions. In this instance, the heating system failure was due to a non-covered condition.
  For further clarification, the policy, which outlines the scope of coverage, is accessible on our website at ********************************************. Additionally, the consumer can access their specific policy through our customer portal, clearly stating that humidifiers fall outside the coverage scope.
  We genuinely regret any negative experience the consumer may have had. If the consumer wishes to cancel the policy in accordance with the Terms & Conditions, they can contact us at **************
  .
  
  

  Customer Answer

  Date: 11/29/2023

  
  Complaint: 20839595
  
  I am rejecting this response because:  They never came out to service the appliance at all. I want my $45.00 for service fee returned to me. They kept sending me things to say someone was coming after the told me that the items weren't covered. Why would I have someone to come out if the items aren't covered.  But they want to keep my $45.00 service fee. I want to cancel the contract completely and want my money back from when the contract was paid. They never fix anything in my home every time I call them for service, they only want you to settle for little or nothing in regard to this contact. They take your funds, and they informed me that they would return my $45.00 which they haven't. I don't want to deal with them at all.  This company is a scam.  I want my fee of $45.00 returned to me along with the contact being cancelled and a refund for the contact. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to use this service now 3 times, the first time they sent a plumber who had to replace my garbage disposal and then FAILED to pay him. He ended up calling me to help him get paid. the second and third times were both leaks to my AC and one to a faucet which apparently they do not cover which is why i purchased the policy in the first place was to cover these kind of things. when i called the company i decided since i had been HARD SELLed a two or three year policy i decided to go back to a better company who actually covers normal things so i asked for a refund as i have 1 more year on a policy that provides me with NOTHING. I was then informed of pro rating and how even with a year left on my policy i would not receive any money back. This is by far the worst company i have ever dealt with. they will screw you with a smile on their faces... I'm so sorry seems to be their montra

  Business Response

  Date: 11/17/2023

  Complaint ID: ********
   We truly value every customer's feedback and understand the importance of addressing concerns promptly. Each claim is handled with great care and consideration, aiming for a fair resolution for everyone involved.
  In reviewing the concerns raised, it appears that one claim for a leaking garbage disposal was approved for replacement, but we're currently awaiting the invoice from the vendor to proceed with payment. As for the claims related to plumbing and air conditioning issues, it's understandable how frustrating it can be when certain items fall outside the coverage outlined in our policy.
  V. COVERAGE 
  A. Air Conditioning System Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except: 
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, Schrader, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound. 
  F. Plumbing System and Stoppage
  Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
  COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
  NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; leak detections; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; reverse osmosis; water filtration systems; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  VII. GENERAL LIMITATIONS OF LIABILITY 
  B. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance. 
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  It's our goal to uphold the promises made in our service agreement, which includes specifying what falls under coverage and what doesn't. While we must adhere to these guidelines, we're equally committed to ensuring a positive experience for all our customers.
  Should there be any further questions or clarifications needed regarding these claims or our policies, please feel free to reach out to us directly at ###-###-####

• Initial Complaint

  Date:11/07/2023

  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.

  I was a customer with Service Plus for an undetermined time frame, when I called upon them for service they were unable to meet my needs on two warranty issues, After several attempts to resolve issues. I canceled service with them around June 2022. No further communication, recently during travel I noted some decline in credit transactions. Curious about the recent transactions, I noted that after almost 9 months Service Plus was attempting to charge my credit card a monthly service fee. I immediately contacted Service Plus in reference to this transaction. I was advised, that I called to cancel service back in June 2022, but they granted me 90 days free service and then my billing began again thereafter. They attempted to charge my credit somewhere around September/October of 2022 and have been unsuccessful ever since then. My credit card can/will confirm they couldn't have been charging my card monthly since September/October of 2022 and the transactions declined because I have had this card and number for years and until recent travel barely use this credit card. I never agreed, with any Service Plus representative to extend my service agreement for additional 90 days past June 2022, when I called to cancel my original service agreement I was so dissatisfied by the level of service I had received and the availability of their listed technicians, Now Service Plus is stating, I can;t cancel with an outstanding balance, They will settle and cancel if I pay ½ of the $643,00 dollars that I owe. I don’t owe them anything past June 2022, nor was I aware they were charging me a monthly service fee until they made recent attempts to charge my credit card after 9 months. This business is a fraud and has unethical business practices. I'm immediately filing a complaint with the Better Business Bureau and my credit card company for unauthorized charges.

  Business Response

  Date: 11/15/2023

  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.
  The consumer purchased a monthly 1 year policy on 7/27/2021 for the promotional rate of $37.00 a month. Monthly policies auto renew after each term.  The policy has been cancelled as of 11/7/2023 and we have waived the past due balance.  We apologize for the consumers negative experience. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at ###-###-####.
  
  

  Customer Answer

  Date: 11/21/2023

  [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:10/24/2023

  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 entered into a service contact with Service Plus on 08/02/2023. Effective date for coverage: 09-01-2023. I contacted Service Plus ~ 09-15-2023 about a problem with 2 items. I noticed that I had a problem of 09-08-2023. A Service technician came and I paid him $75.00 x2 for two repairs. (copay). Total amount was $150.00 He returned on 10-09-2023 and told me that Service Plus only authorized one repair. Not the Washer. I spoke to Bre of Service Plus and she said that problem takes more time than that to occur. Therefore, it won't be covered. When I purchased that contact, I was told any issue after 09-01-2023, would be coved by Service Plus. This is in violation of my contact.

  Business Response

  Date: 11/03/2023

  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 placed a claim online for a clothes washer on 9/15/2023 stating the unit was not advancing through the cycle. During the initial claim submission, the consumer was asked when the last time the unit was working, and the consumer reported 9/9/2023. The participating vendor reported the timer failed. It was determined the mechanical component failure could not happen within the short life of the policy as the policy became effective on 9/1/2023 and was a non-covered condition. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  In an effort to assist the consumer, we offered to add a free service charge to the consumers account to be used on a future claim which the consumer accepted on 10/9/2023. 
  The consumer placed a claim for an oven on 9/19/2023 stating the burner is not working. During the initial claim submission, the consumer was asked when the last time the unit was working, and the consumer reported 9/8/2023. The participating vendor reported the 2 surface elements failed. It was determined the electrical components failed and the claim was approved for repair for $285.60.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  There was no violation of the contract as the contract does not cover known or unknown pre-existing conditions. In this case the clothes washer failure could not have happened within the 8 days the policy was in effect and determined to be a non-covered condition.  
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/15/2023

  
  Complaint: 20773681
  
  I am rejecting this response because: I contacted Service Plus because the timer was not working properly  on my washer machine.  As we know, an appliance can fail at anytime!  I adamantly requested that my washer be fixed or cancel the policy, if this was the type of company that I was dealing with, not honoring their contract. They refused and said I would get an appliance credit.  I want my washer FIXED!
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/23/2023

  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.

  The service complaint was submitted on 09/21/2023 for a repair of my refrigerator. The diagnosis of the problem was done via a virtual appointment. How can you diagnosis a problem with a refrigerator through a video. Then tell the customer that its not covered because it is a compressor problem. Second I was also told that my claim would not be covered because my policy became effective on 09/22/2023 and that my claim was filed on 10/22/2023. I asked if a repair person could come out to the house to make an official diagnosis of my refrigerator and I was told that this would be a second opinion. That if I got a another opinion and its not the compressor that they would reevaluate the claim. I feel that they are misrepresenting there services.

  Business Response

  Date: 11/03/2023

  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 placed a claim for a refrigerator on 10/22/2023 stating the unit was not cooling. During the initial claim submission questionnaire the consumer was asked when the last time the unit was working and advised 10/21/2023. The participating vendor reported the compressor failed. The consumers policy became effective on 9/22/2023, it was determined the mechanical component takes time to fail and could not have failed within the short life of the policy and was a non-covered condition as per the policy.
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  In an effort to assist the consumer we offered $150.00 goodwill towards this non-covered condition, which the consumer rejected. The consumer was advised they could get a 2nd opinion, which we had never received. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:10/23/2023

  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 am trying to get my built-in microwave repaired, I called several times but was never able to talk to a person but was contacted by them, and when I was explaining the problem I was hung up on

  Business Response

  Date: 11/03/2023

  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 placed a claim for a built in microwave on 10/22/2023 stating the light will not come on. As the policy covers normal wear & tear mechanical failures, this failure to the consumers unit is a non-covered condition.
  V. COVERAGE
  K. Built-In Microwave
  COVERED: All mechanical components and parts, except:
  NOT COVERED: Doors; ***************; glass; knobs; lights; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; interior linings; arcing; portable or counter top units.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.