Complaints

This profile includes complaints for ServicePlus Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

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:09/26/2023

  Type:Product 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.

  Several days ago, I picked up a phonecall from a local number and heard an introduction from someone claiming to be from ServicePlus. Recognizing it as a spam call, I immediately said I wasn't interested and requested they not call me again, then hung up. Since that call, I have received between 14 and 32 telemarketing calls and texts per day from ServicePlus and other "businesses" from spoofed numbers. The wording of some messages even hint that they know they're "bombarding" me. I am on the no-call list and have never had any interaction with the company prior to the aforementioned call. It seems as though they haven't learned from their 2022 class action lawsuit.

  Business Response

  Date: 10/03/2023

  Complaint ID: ********
  Thank you for contacting us with the above referenced complaint. We at ServicePlus treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  
  In an effort to provide good customer service, we have reached out to our Marketing & ******************* with the consumers name, email and phone number provided in the complaint to look for this information in our system and the make sure if there is anything, to have it removed. We apologize for any inconvenience this may be causing.

• Initial Complaint

  Date:09/25/2023

  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 was offered a three month trail period with ***************** Warranty plan with options to not move forward with a contract. The relative referred me to the company was referred also from a friend. The referring relative had a problem with washing machine that can't be repaired. Therefore, ***************** Warranty committed to send a check as promised in contract when appliance can't be repaired. The check was received this month (September 2023) after constant calling and employees constantly lied. August 2023, I explained to employee reasons not moving forward with contract. From August 2023, I receive threatening and harassing phone call reporting me to credit bureau, calling from other numbers when asked to cease calling. Last phone was made today @ 10:56 a.m., transferred to supervisor and was threatened with credit report and deductions from bank account. The bank card was replaced due threats of taking monies out of my account when warned to cease deductions. They still continue attempts to deduct monies.

  Business Response

  Date: 10/03/2023

  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 purchased a 1 year monthly payment policy on 4/11/2023 for the promotional rate of $51.00 a month. ServicePlus does not offer 3 month trial periods but a consumer does have 30 days to review the policy prior to a policy becoming effective. If within those 30 days a consumer chooses to cancel they are eligible for a full refund as per the policy.
  The consumers policy has been cancelled as of 10/3/2023. In an effort to resolve this complaint we waived the 10% administrative fee at the time of cancellation. 
  XII. CANCELLATION
  B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us. A ten (10) percent penalty per month shall be added to a refund that is not paid or credited within 45 days after return of the Agreement to us. All cancellation requests must be submitted in writing. 
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be *********** a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee 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
  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:09/21/2023

  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.

  Fake advertising, this is a home warranty company This company customer service is horrible . You put in a claim, they take for ever to send someone out, then they say they will fix the or replace the products if it can't be fix. My washing machine broke down had to pay ***** service. The technician that came out couldn't fix it. So call service pluses back they they would a check for ****** that was mid July, I still haven't received it. They said it would be 6weeks. Then 8 weeks now 12 weeks. There is reason giving. Staff rude and has hung up me a few times. They have reduced that ****** with no reason and now they have attitude with me. The reviews are crazy everyone has the same problem. Terrible company

  Business Response

  Date: 10/03/2023

  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.  We are aware of these delays and are working diligently to resolve them.  
  The consumers check was mailed 9/25/2023. 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 **************.

• Initial Complaint

  Date:09/20/2023

  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.

  In August 2022, my credit card was charged without authorization. I merely was getting info on Tigerseye property, gave him my cc number but told him NOT TO CHARE. HE DID CHARGE as two transactions $**** and $550. I eventually got the **** back only.Service Plus supplied FALSE info to Citi, who ruled in their favor!Bc of that, Service Plus now refuses to issue my refund, even though they admitted that they have my $550 and no policy issued.First, I did not authorize them to charge my CC,Secondly ********* issued it as two transactions instead of one.They lied and submitted false info to have Citi rule in their favor.Even though I explained to many, many people from Citi and servce Plus what happened, they got greedy and just kept my $550 At one point Service said they would apply the $550 toward another policy and yesterday, I tried to do that and they refused!This is fraud, lie about a situation, knowingly keeping my money when they know they should not!Bottom line, return my $550. They have my $550 and I have no policy!!!Isn't it illegal to charge someone's credit card without authorization. They record their conversations, so that is proof I told them NOT to charge.Isn't is Fraud to lie about something just to get the upper hand??**************

  Business Response

  Date: 10/03/2023

  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.
  We have requested a check in the amount of $550.00 be processed and mailed to the consumer within the next **** business days. 
  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: 10/03/2023

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

  Just to confirm that this refund is for the property of ***** w. tigerseye dr.  I do have another active policy with them which has been paid in full and that one is to stay active.  The active policy address is **** ********** in ********.  Previously they cancelled the ******* property instead of Tigerseye dr.  Just want confirmation.

   

  Customer Answer

  Date: 10/03/2023

  
  Complaint: 20630496
  
  I am rejecting this response because: Just to confirm that this refund is for the property of ***** w. tigerseye dr.  I do have another active policy with them which has been paid in full and that one is to stay active.  The active policy address is **** ********** in ********.  Previously they cancelled the ******* property instead of Tigerseye dr.  Just want confirmation.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/03/2023

  Complaint: 20630496
  We are confirming that policy ********* located at ******************** is the policy that was cancelled and a refund of $550.00 will be sent by check within **** business days. Policy ********* located at *********************** Dr is still an active policy. 
  We politely request this complaint be closed as answered. For further assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 10/05/2023

  [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:09/18/2023

  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.

  July '22, purchased a 3-yr warranty, automatic payments paid in full in Nov '22.4/12/23 first claim, a/c was not cooling. After several calls, they continually advised they were attempting to locate a vendor, but were unable to due to my city, one was located in a town a hour away who responded & found the problem. The company sent in the prob with pictures. Serviceplus said it was not covered under the contract because there were no replacement parts for the a/c & they would give me a check for $350 if repaired on my own & submit the documents. Due to the high heat and medical problems the company was able to replace the a/c shortly after warranty denied the claim.Once the work was done I submitted the invoice, in which they denied it claiming it was done without their approval. 4/12/23 microwave stopped working, again due to location they were not able to find a vendor to respond. Did a facetime with a male who claimed there was a malfunctioning part and its no longer available. Serviceplus refused to send out a vendor and went with the facetime claiming no part available. Again we were given the option to accept a check for $250 which I agreed as of July 10th they said the check was approved but never recieved 12+ calls last one today said the check was approved in July but 6-8 weeks is just a suggested time of when we will receive the check. "***********************" today advised to give them to the end of the month, maybe it will arrived. He claimed there is no one higher then him and there is no one in finance that customers could talk to. 8/3/23 garage door wont open, 9/18/23 still attempting to locate a vendor. 8/18/23 dryer stopped they still have not found a vendor. After doing research & call to the law enforcement where they claim to be located it is found the location is a *** store & serviceplus only has a box there where they collect mail. This busn is clearly fraudulent taking customers money,not paying out claims, denying claims,claiming to be BBB accredited.

  Business Response

  Date: 09/28/2023

  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 an air conditioner on 4/12/2023 stating there was inadequate cooling. The participating vendor reported there was an extremely large leak in the evaporator coil due to rust/corrosion. As per the policy this is 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.
  The consumer was offered $300.00 goodwill towards this non-covered condition on 5/5/2023 which was neither accepted or rejected. 
  The consumer sent in a receipt which stated the consumer hired a vendor who replaced the unit on 6/25/2023.
  We apologize for the consumers negative experience. We will request the check for $300.00 goodwill for the air conditioner claim be expedited and mailed within **** business days from this response.  
  The check for the microwave was mailed 9/25/2023.
  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. 
  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:09/18/2023

  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 cant even believe to tell you what a fraud and what deceptive tactics this ridiculous home service warranty company uses.In the first three months we had an air conditioner that clearly stated normal wear and tear from the contractor that they sent.He agreed to fix it for the price, but we were told that it was due to corrosion which it obviously wasnt. We sent them pictures and the technician was on hold with us again with *******, and all the other liars who are deceptive. Unbelievable that this company actually exist and unbelievable theyre allowed to sell their product to the US military.Switching from American Home Shield or Service Plus with the absolute worst decision I ever ever ever ever ever made with my home.Their misdirection endless time on hold no ability to speak with a supervisor an obvious attempted every moment to defer and not pay and find ways to not at least even have a contractor that already solved. The problem be approved for the labor. Unbelievable that this company actually exist and unbelievable theyre allowed to sell their product to the US military.Switching from American Home Shield is Service Plus with the absolute worst decision I ever ever ever ever ever made with my home.There miss direction endless time on hold no ability to speak with a supervisor an obvious attempt at every moment to defer and not pay and find ways to not at least even have a contractor that already solve the problem be approved for their labor. It seems they also have a secondary system through American Home alliance, and most of their call Bank is obviously overseas.Customer service is terrible on hold forever never called me back and you have to give them five data points. Every single time you called them they never take notes on your case. I hope the Better Business Bureau can work with the military to make sure this company never again is allowed to use deceptive tactics to take advantage of homeowners absolutely despicable.

  Business Response

  Date: 09/28/2023

  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 an air conditioner on 8/30/2023 stating the unit was not responding to the thermostat. The participating vendor reported the unit was empty of freon but did not know where the leak was coming from. A leak detection was needed. As per the policy leaks detections are a non-covered condition. 
  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, ********, 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.
  A leak detection was performed where it was determined the system was completely empty of freon due to a leak in the copper line and liquid line dryer. Copper line leaks develop by internal corrosion degrading the composition of the line, allowing freon to leak out which could be addressed during maintenance prior to  causing a major failure. This was determined to be a non-covered failure. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  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.
  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:09/13/2023

  Type:Product 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.

  Company has not repaired or replaced my appliance. Paid $75 deductible and complained bc of service. After several attempts, they cancelled my account and refuse to refund the money.

  Business Response

  Date: 10/02/2023

  Complaint ID:     20596649
  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 8/31/2023 stating the unit was not filling with water. The participating vendor reported the water inlet valve failed and the part was sent to the consumer. Once received they were to contact the participating vendor to install. After installing the part the participating vendor reported the issue was not resolved. Due to the age of the unit and potential for additional failures, the consumer was offered funds on 9/13/2023 which was accepted. Checks are processed and mailed within ***** business days.
  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 resolve this complaint, we have requested the check be expedited and mailed within **** business days from this response.
  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:09/12/2023

  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.

  This plan was purchased with understanding they would service equipment and it would be a high coverage policy. Now every claim I make they wont' cover it but will give 100 here and 200 but won't honor the agreement. They made it difficult to have a claim fulfilled or cancelation.

  Business Response

  Date: 10/02/2023

  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 an air conditioner on 6/23/2023 stating there was no air. A participating vendor reported the blower motor had open windings and had shorted to ground. It was determined that this was a non-covered condition as per the policy.
  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.
  In an effort to assist the consumer we offered $250.00 goodwill, payable to the vendor.
  The consumer placed a claim for a pool/spa on 7/13/2023 stating the light control board failed. As per the policy, lights are a non-covered condition.
  A. Pool/Spa Equipment 
  Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid. 
  COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except: 
  NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  The consumer placed a claim for a dishwasher on 7/13/2023 stating the display was not working. The participating vendor reported the console was broken and warped due to moisture going up under the console. Due to the age of the unit and potential of additional failures, we offered the consumer funds as per the policy which was accepted on 9/7/2023. 
  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.
  Checks are processed and mailed within ***** business days. In an effort to resolve this complaint we have requested the check be expedited and mailed within **** business days from this response. 
  The consumer submitted a claim for a refrigerator on 9/7/2023 stating the ice and water dispensers were not working. The consumer did not purchase the additional coverage for the icemaker and therefore this was a non-covered condition. 
  C. Refrigerator
  Note: Refrigerator must be located in the kitchen.
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.

• Initial Complaint

  Date:09/12/2023

  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 got Service Plus approximately 5/23; and I had unexpected minor faucet issue 9/23.. and when the contractor for them cameafter looking at the problem I was told Service Plus didnt cover. I ended up paying for this job, which I really couldnt afford, out of pocket. After this happened, I realize if they didnt cover small issue, there was no need for me to keep them. I attempted to cancel them they told me would have to ********** year.. @$40 per month..totaling $480..and I explained to them, moving out of home and going with a family member based on problems at the home. I cant keep paying for minor repairs because the warranty company isnt covering. They then asked where was I moving they wanted $480 or nothing. ..then Service Plus said needed letter to where I was moving. The gentleman, I spoke to was *************************, quote nasty.. asking very personal questions.A letter was sent to them certified by my family on 9/7.. I want the warranty canceled no more contact with these people. I got nothing but trouble from these thieves just sent send me a check for $155. Im also going to let my family member file a complaint with the Attorney General in my stateThese folks misled me..denying complaints account number *********

  Business Response

  Date: 09/28/2023

  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 plumbing system on 8/7/2023 stating there was a leak under the sink. The participating vendor reported there was a leak from the faucet. As per the policy faucets/fixtures are a non-covered condition. 
  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 ********** 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 sincerely apologize for the consumers negative experience. We received a cancellation letter on 9/7/2023 and the monthly policy was cancelled the same day as per the Terms & Conditions of the policy. 
  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. All cancellation requests must be submitted in writing.
  In an effort to assist the consumer, we waived the $50.00 administrative fee at the time of cancellation. 
  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:09/07/2023

  Type:Service or Repair 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.

  July 2023 I had an issue with my a/c unit. I filed a claim with my home warranty- ***************** Warranty. A technician with ****** came out and extracted backed up water from clogged drain pipe/ dirty coils. Technician submitted ticket for approval to clean coils and unclog pipe. Warranty approved it however technician did not return to the home until the following month. After the second technician came my ceiling started leaking. I reported it and same company/ technician came out again. Now here we are in September and my ceiling is leaking again in the same spot and now there is a bubble of water in my wall next to thermostat. I called warranty company again explained everything and there response was to pay out of pocket and get a second opinion. They did not offer to assist at all even though I have been paying them monthly for the last year almost.

  Business Response

  Date: 09/15/2023

  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 an air conditioner on 7/2/2023 stating the unit was not responding to the thermostat. The participating vendor reported they were able to extract water and clear the drain. This is a maintenance failure that as per the policy is a non-covered condition, but the vendor was able to do the work under the pre-set authorization amount. 
  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 contacted us back on 7/27/2023 and a recall was opened. The participating vendor reported they found no mechanical issues and the unit was working properly.
  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 requested to cancel the policy as per the Terms & Conditions on 9/14/2023. In an effort to assist the consumer we waived the $50.00 administrative fee upon cancelling the policy. 
  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.
  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. We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 09/15/2023

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