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

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
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  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:10/20/2023

  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 did everything Service Plus asked me, I paid for a 5 year contract over a thousand dollars and was told I could cancel anytime if a problem arose and I would be refunded my remaining balance. They also told me if an appliance was not reparable I would receive replacement cost. My washing machine broke, I called technician on my own dime to diagnose the problem, he also called the resolution department. As a replacement cost they offered me $250 for a 2017 ******* front loading washing machine. I would like to know where you will get a machine for $250 that is comparable? I also told him I would like to cancel, the money that is refunded to me, I can afford to buy a new machine. Im now informed I cannot cancel. The salesman and the resolution department are lying to me. Im a ***************** teacher and cannot take this loss. I would like to cancel my policy and receive my money back! I am really upset because I trusted your sales representative and your company.

  Business Response

  Date: 10/31/2023

  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 clothes washer on 9/27/2023 stating the unit was not advancing through the cycle. The participating vendor reported the unit was unbalanced and one of the wires came loose and touched the rotor causing it to short. Due to the age of the unit and the potential for additional failures, it was determined to not be cost effective to repair and the consumer was offered $300.00 in lieu of repair as per the policy. The consumer did not accept or reject this offer. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/01/2023

  
  Complaint: 20762130
  
  I am rejecting this response because: When I bought this warranty, I was assured of 2 things, my units would be replaced with a comparable unit (approximately $700), I was not told it would be a depreciated, I would not have bought this plan if I had known. I was also told that if I bought the 5 year plan, approximately $1200, I could cancel and be refunded the unused amount. I trusted the salesperson, when my machine broke, I was confident that it would be taken care of in a timely manner. I dont like being lied to in order to make a sale. I had a perfectly good plan which I canceled because I thought this would be a better plan. When my refrigerator broke they replaced it, no hassle, plus the customer service was great. 
  $300 does not cover the amount of money I spent for this warranty that is not fulfilling what I was told. 
  I would like either $750 to cover the cost of a washing machine or have my warranty canceled and be refunded the amount due to me which I figured should be about $900. 
  Depending on whether you stand behind your product or not, I will have to report this business to the attorney general in ****** to prevent others from going through what I have gone through. I would like for this to end pleasantly and for you to live up to what your representatives told me. I dont think Im asking for too much for a business to be truthful, ethical, and responsive.

  I have bought a new machine and can send you the receipt. This time I bought the warranty, as I know they stand behind their products. 

   

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

  Business Response

  Date: 11/17/2023

  Complaint ***********
  We genuinely regret the frustration caused by the recent outcome of your claim. Our policies do indeed outline specific inclusions and exclusions, which sometimes impact coverage decisions.
  We understand your disappointment and sincerely apologize for any inconvenience. If you wish to discuss this matter further or cancel the policy in line with our Terms & Conditions, please don't hesitate to contact us at **************. Your satisfaction is our priority, and we're here to assist you.

• Initial Complaint

  Date:10/20/2023

  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.

  I bought a policy thru ***************** warranty from ** around 8 months ago and played them $45 a month to have them fix my appliances in my home if they break or quit working. Also before the service Teck would come to fix it you paid $75 ASAP to a company called KEEP BY CREDIT CARD OR BANK CARD.It is clearly in my bank statement Old national bank in **** IN auto payment to ***************** warranty minus $45 a month. So early in September this year ************************************************************************** pay my $75 for the teck to come fix my dryer ok i paid. Then phone texting went on they would text the teck is coming no show no teck the teck is coming no show this went on for over 30days text tags no one came to fix my dryer..The lost time on waiting and we bought our own dryer and i stoped payment of $45.We should also be paid $500 for the new dryer we bought ourself

  Business Response

  Date: 10/31/2023

  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 clothes dryer on 9/5/2023 stating the unit did not work. A participating vendor was assigned to the claim on 9/8/2023. The consumer is to pay the vendor the initial service charge fee of $75.00 as agreed upon at the time of purchase of the policy. 
  IV. TRADE SERVICE CALL FEE
  NOTE: The amount of your ************* Call Fee is listed on your Agreement Coverage Summary.
  A. You are required to pay a ************* Call Fee for each trade service request you submit to us.
  B. The ************* Call Fee applies to each call dispatched and scheduled, including but not limited to those calls where Coverage is approved or denied, included or excluded, covered or not covered. The ************* Call Fee also applies in the event you fail to be present at a scheduled time, or in the event you cancel a service request at the time a Service Contractor is in route to your home or at your home. Failure to pay the ************* Call Fee will result in suspension or cancellation of Agreement until such time as the proper ************* Call Fee is paid. At that time, the Agreement may be reinstated; however, the contract period will not be extended.
  The consumer did not contact us to advise service had not been provided. 
  The consumers account went into a past due status on 10/14/2023 as per the policy
  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.
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  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: 10/31/2023

  
  Complaint: 20761726
  
  I am rejecting this response because: I paid them the $75 service fee for the service teck to come and fix my dryer after 30 some days of no show service teck i had service home warrenty refund my $75 dollars  its on my bank statement.Please quit harrassing me to pay my $45 to keep your service.I had my bank stop payment on your service thats on my bank card to.Thank you 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/17/2023

  Complaint ***********
  We are truly sorry to hear that the consumer is not satisfied with the policy and they have decided to cancel the policy. Consumer feedback means a lot to us, and we regret that we couldn't meet their expectations. The policy has been cancelled as per the Terms & Conditions
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be *********** a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
  As a gesture of goodwill, we have waived the administrative fee for cancelling the policy prior to the end term.  We request this complaint be closed as answered. 
  
  

  Customer Answer

  Date: 11/21/2023

  
  Complaint: 20761726
  
  I am rejecting this response because:  it looks plain and simply to me  that you did not respond to my oringal complaint to you because none my issues were addressed.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/28/2023

  Complaint ***********
  We properly addressed this complaint and cited applicable sections of the policy within our first response. The policy was cancelled as requested and the $50.00 administrative fee was waived as a courtesy.
  We sincerely apologize for the consumers negative experience, but we politely request this complaint be closed as answered. 
  For further assistance, please reach out to us **************.

• Initial Complaint

  Date:10/18/2023

  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 paid for a home warranty. A month later, my dishwasher began to leak and I filed a claim. They sent someone out to diagnose that I paid $125 and then was told it want covered because it needed repair before I signed up for plan? Totally not true. Why would they even send someone out to take my $125 if they were not going to cover. I would like my $125 refunded and I do not want to continue with this company. I would like to cancel this plan now.

  Business Response

  Date: 10/27/2023

  Complaint ID:     20748168
  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 dishwasher on 10/2/2023 stating the unit was leaking water. During the initial call in questionnaire the consumer was asked the last time the unit was working and they advised 9/16/2023. The participating vendor reported the tub basket, inner door and spray arm failed. It was determined this was a non-covered condition as multiple components failed within the short life of the consumers policy which became effective 8/27/2023.
  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.
  The consumer had a prior policy which had expired 2 months prior to the opening of the new policy. In an effort to assist the consumer we goodwilled the authorization of the repair on 10/18/2023.
  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:10/13/2023

  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.

  The summer of 2020 I paid around 1100-1300 dollars for service for home insurance on appliances, plumbing, personal coverage kn home etc. I've literally called this company several times the last couple of years and they intentionally refuse to cover any thing that I call in to potentially get fix. They hang up on me repeatedly and they will send a contractor out for me to cover a 45 dollar service fee just to deny that contractor access to complete work. This has been my experience for over 3 three years. The only thing this company has ever done is take my money and disrespect me. I'm looking for full reimbursement compensation in return as I feel no confidence that they will ever meet any completion of any work requested

  Business Response

  Date: 10/23/2023

  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 on 7/1/2020 for an air conditioner system stating the outside fan was not coming on. The participating vendor reported the condenser fan motor and capacitor failed. The consumers policy became effective on 7/1/2020 and it was determined that the unit did not enter the policy in proper working condition as a condenser fan motor takes time to fail. As per the policy
  I. BASIS FOR COVERAGE 
  B. Are in place and in proper working order on the effective date of this Agreement; and
  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 $180.00 goodwill towards the premium payment of the policy which was accepted on 7/13/2020.
  The consumer placed a claim on 4/19/2022 for a dishwasher stating the unit was not coming on. The participating vendor reported the user interface and control board assembly failed. Due to the age of the unit and the potential for additional failures the consumer was offered funds of $200.00 as per the policy.
  VII. GENERAL LIMITATIONS OF LIABILITY
  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  The consumer placed a claim on 9/12/2022 for an air conditioner, stating the unit was leaking water. Water leaks occur when maintenance is needed on the unit. As per the policy, water leaks are a non-covered condition. 
  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, ********, 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.
  The consumer placed a plumbing system claim on 9/12/2022 stating there was a water leak under the sink. A participating vendor was assigned to the claim the same day. The consumer contacted us on 9/13/2022 stating the vendor was unable to service them and we put the claim in to be reassigned. Due to limited availability of participating vendors and to not delay service the consumer was offered reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact SPHW prior to any repairs in order to report the failure, parts & pricing. If it is determined to be a covered failure, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor reported repair of two couplings on the pex hose needed to be replaced. The claim was approved for reimbursement for 
  $230.00. The consumer submitted the paid receipt on 10/25/2022. Due to delays beyond our control a check was mailed on 5/24/2023. 
  The consumer placed a claim on 9/7/2023 for an air conditioner stating the unit was leaking water. The consumer was advised that water leaks are a non-covered condition. 
  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, ********, 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.
  The consumer placed a claim for a plumbing system on 10/12/2023 stating there was a leak in the home. The participating vendor reported the polybutylene pipe was leaking and sharkbites needed to be replaced. As per the policy polybutylene piping is a non-covered condition. 
  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 ********** 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.
  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.  
  The consumer initially purchased a monthly policy on 6/1/2020 for the promotional rate of $35.00 a month. On 6/5/2020 the policy was upgraded from a monthly to 3 year + 6 free month yearly policy for the promotional rate of $1,080.00 to be broken down in 3 payments of $360.00. We applied the $35.00 that was paid for the monthly policy to the yearly policy on 6/5/2020. A payment of $325.00 additional was made the same day. The next payment of $360.00 was made on 7/5/2020 and being we goodwilled $180.00 towards the air conditioner claim on 7/1/2020, the balance of $180.00 was applied to the last payment made on 8/5/2020. 
  We sincerely apologize for the consumers negative experience but due services being rendered, the consumer is not *********** a full refund.
  If the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.

• Initial Complaint

  Date:10/11/2023

  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 was contacted by a rep from home warranty company named service plus home warranty in August 2023 maybe the 11th? *** rep advised what would be covered at $40 per month and that we CAN CANCEL AT ANYTIME AND THERE WAS NO CONTRACT! We had an issue with our dryer about 10 days ago and filed a claim. We had to pay another $100 for the service fee which we understood. We were contacted by a virtual technician who diagnosed the issue and relayed a tech would be out to repair the dryer. We received a message today, 10/11/23 stating it would not be covered as it was an issue that took time to wear out and it would not be honored. We requested to cancel our service and was told it was too late and could not cancel after 30 days. We did not sign or agree to any of these terms and was was strictly told we could cancel anytime without penalty from initial rep. *** website will not allow us to delete our credit card and they will not cancel it via the phone. **************- Policy NO: ********* We would like to cancel this and request a refund as this is a fraudulent company.

  Business Response

  Date: 10/20/2023

  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 clothes dryer on 10/5/2023 stating the unit was not heating. During the initial online submission of the claim the consumer was asked when the last time the unit was working for which the consumer responded 10/1/2023. A participating vendor was assigned to the claim on 10/9/2023 who diagnosed the failure to be the support rollers. It was determined that this component takes time to fail and could not have happened within the short life of the policy which became effective on 9/10/2023. 
  I. BASIS FOR COVERAGE
  B. Are in place and in proper working order on the effective date of this Agreement; and
  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. 
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

• Initial Complaint

  Date:10/10/2023

  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.

  On August 25th 2023 my mother who is a customer with Service Plus filed a claim because her refrigerator stopped working. The company set up a video conference call with a technician that charged $45.00 to diagnose the problem with the refrigerator as a bad compressor. The warranty offered to send a technician out to the residence to fix the refrigerator and advised that an email would be sent to her with the name and company information who was chosen to do the repairs. A few weeks later my mother asked me to follow up with the warranty company to see what is happening with the repairs. I called them and was told that they have been unable to find anyone willing or able to repair the refrigerator. They asked me to see if I could find anyone locally to repair it but stated they would continue to look. I did reach out to several companies in my area and was told the same thing which was basically that they will not do business with this home warranty company. They offered to fix the refrigerator but would only do business with my mother and would have nothing to do with the warranty company. I called service plus and told them as much and offered to pay for the repairs myself if they would reimburse me for the cost. They said they could not because the technician would need to run the cost of the repairs by them for approval first. I called the technician and again was told nicely that he will not do any business with this home warranty company. He said he would not call them, email them or seek approval from them for any reason whatsoever. I agin called the warranty company and told them this and they said that they would Escalate The Request to the regional manager to see if they could find a company willing to do the work. This was over a month ago. I have called 4-5 times to see if they are able to hold up their in of the contract and I keep getting the same answer of we are escalating the request and will hopefully find someone soon. Its been over a month.

  Business Response

  Date: 10/20/2023

  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 10/10/2023 stating the unit was not working. There was a bit of a delay due to the confusion of the claim was submitted incorrectly as a refrigerator and this was in fact the consumers 2nd refrigerator that the consumer does have coverage for. A new claim for the 2nd refrigerator was opened on 10/11/2023. The initial virtual diagnosis was there was a faulty board, so we assigned a new vendor to the claim who diagnosed the only failure with the unit was a faulty door hinge. As per the policy this is a non-covered condition. 
  VI. OPTIONAL COVERAGE
  H. Second Refrigerator
  COVERED: All components and parts, including integral freezer unit, except:
  NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
  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 **************.
  
  

• Initial Complaint

  Date:10/09/2023

  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 tried filing a claim on Friday 9/29, no one there to speak with. Went on their website and it just referenced the same phone number I already had. Called back on Saturday 9/30. I was told that I would have to pay a $100 fee and have a video call. I had a video call at 1pm. Paid my $100. This is in ADDITION to the already $600/year I pay for this coverage. The claim number assigned was ******. Was told that the technician would send the request for service no later than Monday 10/2. Since then, I have called every single day. No technician has been assigned. STILL. I called for status update this morning and was told that a part will be ordered AFTER a technician is assigned. It will take up to a week for the part to arrive. AFTER the part arrives, THEN they will see how long it will take to get the repair technician ASSIGNED.

  Business Response

  Date: 10/18/2023

  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 on 9/30/2023 for a clothes washer stating the unit was not turning on. A participating vendor diagnosed the failure as a drain pump but was not able to do the repair. The part was ordered to be sent to the consumers home and a participating vendor was assigned to do the install once the part was received by the consumer. The part was shipped on 10/9/2023 and it was confirmed that the repair has been completed. 
  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 **************.

• Initial Complaint

  Date:10/05/2023

  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.

  In 2021 we paid $2,500 for 5 years coverage. We have used their services twice since May 2023. We were assured before purchasing that they had technicians in our rural area of ********. Both times we have had to get our own techs. The first claim took around 90 days to collect. The second claim was on our air conditioner and the bill came to $832.50. They refuse to pay it because we did not call to get pre approval of the cost. As I said, we live in ******** and our August were way above *******. My wife and I are both in our mid 70s. I have heart trouble and she has lung problems. We finally found someone who would come out and check it for us. They could not get here til after 6:00 pm. We could not call to get approval because their approval department closed at 6:00 pm Eastern time. They are denying our claim because we didnt get pre approval . We had been without air conditioning for over a week and the forecast was saying it was going higher. They fixed it that night. I have called ServicePlus and finally got ahold of their ********************* to a man called *******. He could not give a solution. I asked to speak to someone higher up. He said there was no one I could talk to. I finally got the name the *** was ***********************. When I ask for a refund, I was told an amount around $150. My policy was for 5 years. I should have more than that returned to me.My wife and I live on Social Security. We need help.

  Business Response

  Date: 10/17/2023

  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 on 5/15/2023 for a refrigerator stating the unit was hot. A participating vendor was assigned on 5/18/2023. On 5/23/2023 the consumer contacted us to advise the vendor had not been out to diagnose the failure yet. In an effort to not delay service longer, the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact SPHW prior to any repairs in order to report the failure, parts & pricing. If determined to be a covered repair, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor reported on 5/31/2023, the compressor relay failed and it was determined to be a covered failure. A copy of the paid receipt was received on 6/7/2023/ Checks are processed and mailed within ***** business days. Due to delays beyond our control, the check was mailed 8/17/2023. 
  The consumer placed a claim on 7/28/2023 for an air conditioner stating the blower was not working. Due to limited availability of participating vendors and in an effort to not delay service longer, the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact SPHW prior to any repairs in order to report the failure, parts & pricing. If determined to be a covered repair, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor never contacted us prior to repairs and it was determined to be a non-covered condition as per the policy. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

• Initial Complaint

  Date:10/04/2023

  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.

  service Plus as a home warranty company about 4 months ago I had him come in my house dealing with a plumbing leak it's in contractors in here that the company didn't know their name the contractors came in cut whole in my house and still didn't fix the problem after I'm paying after I pay them $450 I am trying to discontinue my contract with this company that's why I'm following this complaint they tell me I can't because of the contract but the contract reads there's any kind of workmanship that you not satisfied with you can discontinue your contract

  Business Response

  Date: 10/12/2023

  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 plumbing system claim on 4/18/2023 stating there was a leak in the bathroom. The participating vendor reported there was a leak behind the wall and access would be needed to perform a leak detection. As per the policy leak detections are a non-covered condition. 
  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 ********** 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.
  We attempted to contact the vendor who performed the leak detection at the consumers cost, but were unable to get those results. 
  A new participating vendor was assigned who reported the shower faucet failed. As per the policy faucets/fixtures are a non-covered condition. 
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/13/2023

  
  Complaint: 20695772
  
  I am rejecting this response because: I NEED TO KNOW IS MY CONTRACT WITH THIS COMPANY HAS BEEN CANCEL PLEASE LET ME AS SOON AS POSSIBLE. MONEY IS STILL BEING REMOVE FROM MY BANK ACCOUNT. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/22/2023

  Complaint ***********
  We've taken the necessary steps to address this complaint according to our protocols. In our previous correspondence, we communicated that the consumer has the option to contact us at ************** to cancel the policy as outlined in our Terms & Conditions. As of today, we haven't received any communication from the consumer requesting to cancel.
  If the consumer still wishes to cancel the policy, we encourage them to reach out to us directly at **************. We're here to assist with their request. 
  Should there be any further inquiries or if the consumer requires additional assistance, please don't hesitate to contact us at the provided number.
  
  

• Initial Complaint

  Date:09/29/2023

  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.

  On 7/3/2023, I notified Service Plus of a plumbing problem with my bathroom. After service days without a response, I called Service Plus and was told that they were trying to find a plumber. I expressed my emergency and I was told to contact someone on my own and would be reimbursed for $200.00. On 7/13, I did so and submitted all documentation to Service Plus as I was told that a supervisor expedited the process on and I would receive an immediate refund. I called on 8/16 and spoke to Helen who reported that the check was approved and it would take up to 8 weeks (in this case 3 more weeks - I was told to wait). on 9/14 - I was referred to Charlie - Resolutions Manager who reported that the check was highlighted on a list but could not tell me when the check would be sent other than it should be soon, since it was over the 8 week period. On 9/25, I spoke to Deandre - Resolution Manager who hung up on me. I called back and spoke with Morgan who confirmed everything was in place and only told me to email my complaint to *********************, As of this date, I have not received a response to my claim #*****. I also have received an increased monthly payment for the last 2 months of 48.75 from 32.75 without notice. Bottom line: I would like to be refunded my money and these fees as this company only collects fees and does not provide a service.

  Business Response

  Date: 10/09/2023

  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.
  Due to circumstances beyond our control, there have been some delays with checks which we are aware of and working diligently to resolve. 
  The consumers check was mailed 10/6/2023. We apologize for any inconvenience this may have caused.   
  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 ###-###-####.
  
  

  Business Response

  Date: 10/20/2023

  Complaint ID: ********
  We properly addressed this complaint. The consumers check was mailed on 10/6/2023. Our system shows the check was cashed on 10/19/2023 which confirms it has been received.
  We politely request this complaint be closed as answered at this time. For further assistance, please reach out to us ###-###-####.
  
  

  Customer Answer

  Date: 11/01/2023

  [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  a check for $200 was received  and deposited to my account on 10/19/2023 much later than 10/6/2023 which the company indicated this was the date mailed. After the check cleared, I cancelled my service plan with this company on 10/23/2023 and the company immediately notified me of receipt of my request. I was also informed that no other refund was due to me although another $48.75 was deducted from my credit card account on 10/14/2023. 

  I appreciate the assistance of the BBB.

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