Complaints

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

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

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

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this warranty beginning of 2023. Filed my first claim august 31st on my microwave which is conmvered and I have still no resolution. I have called about 6 times and everyone that I have talked to has a different story and poor attitude. In my agreement is clearly states my claim will be handled within a timely manner from when claim is made. Over a month later I have no microwave or resolution to my claim. On line it shown as my claim was handle and closed but when I call the say a check is in the mail. That has been their story for several weeks now. On August 2nd I called and was told check would be going out that Friday August 4th. 10 days later still no check. I want a complete refund of entire amount $2,250.00 I paid for the service up front. I do not wish to do business with ***************** warranty for breach of contract on their behalf.

  Business Response

  Date: 08/25/2023

  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.
  We have experienced delays which were beyond our control, and we are working diligently to resolve them. The claim was authorized on 7/26/2023. We have requested the check be expedited and mailed within **** business days. 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:08/11/2023

  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.

  8/7/23 told them was not happy with there service had a service done back last year had a problem then when to cancel service gave me a free service call to give them another chance fail again treble company to do business with

  Business Response

  Date: 08/25/2023

  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 consumers account was cancelled 8/11/2023 with the last monthly payment of $55.00 being refunded the same day. 
  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:08/11/2023

  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.

  I filed a claim for my air conditioning unit on 7/2/23 and to this day my air conditioning not has NOT been serviced. I get every excuse that they are unable to find a company to come and look at my unit. Every company is ****** exhausted by servicing other people in the community was the last excuse and their team has called everyone and cannot get anyone?!??? They did supposedly find two people but when I called the people they say they are coming and then never show up and when I try to contact again they never answer their phone or emails. One person didnt even sound like a real business!! I have had Service Plus since July **************************************************************** I want my air conditioning unit diagnosed and fixed by a reputable company and stop with the excuses! All the Heating/Air companies here and they cannot find ANYONE in this town or surrounding area to come and look at my air conditioning unit??? I was in real estate and my clients were given 1 year warranty with another home warranty and I have never ever had this problem! They need to honor their contract!

  Business Response

  Date: 08/25/2023

  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 7/1/2023 stating the unit was constantly running. A participating vendor was assigned on 7/3/2023. We were advised by the participating vendor they had no availability, and in an effort not to delay service any longer, 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 ServicePlus 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 invoice. 
  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: 08/25/2023

  
  Complaint: 20455732
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During covid the initial home warranty company we were with was bought out by Service Plus. At that time we had four homes covered. We still have three covered. The issue began at the point of the buy out and continue today. They *********** not honor their agreement. Today offering just enough money to cover the repair mans diagnosis on a washing machine. I have one payment of ******************** their system which they refuse to release the money. Today, because of the issue with a claim regarding a washing machine, I asked to cancel the homes, three still covered and reimburse the money that I paid in advance. Approximately two years left on three homes. They refuse to allow me to talk to anyone to cancel the agreements and reimburse the advance payments I made. They refuse to provide the coverage that was agreed upon. I had one claim on each house this year and the either refuse assistance or low ball an amount lower than in my initial agreement.

  Business Response

  Date: 08/18/2023

  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 for a clothes washer on 8/2/2023 stating the unit was not spinning. The consumer advised us they wanted to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact ServicePlus prior to any repairs in order to report the failure, parts & pricing. If determined to be a covered failure, a reimbursement check is sent to the consumer upon receiving a copy of the paid invoice. The consumers vendor reported the inner tub and outer tub failed and needed to be replaced. Due to the age of the unit and potential additional failures, It was determined that we would provide funds for the depreciated value of the appliance for $200.00.
  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.
  While we experienced unexpected delays, the consumers check for $500.00 was mailed 8/10/2023. 
  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:08/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract Number: ********* Plan Selected: Platinum Term: 5/30/2021 - 5/30/2027 I have the above policy with Service Plus, every time I file a claim it takes forever to receive the payment. The last claim was filed 2-21-2023 and settled for payment on 3-2-2023 in the amount of $200. I still have not received payment and have called numerous times to get the status on the payment. The last call (made approx. July 19th, 2023) I talked to a male who told me the check would be issued whenever the next "batch" was released. The claim has been outstanding since March 2023 and now its August 2023. This company has a history of not making payments to their claimants. I know your division is not a collection agency but I feel this company is dishonest and makes false statements to acquire customers. In my latest research into this company I have found they have been brought to court over various issues dealing with this company. Someone needs to take steps to prevent this company from taking advantage of others concerning their fraudulent business practices. Of course, I would also like to receive the claim payment as promised by this company.

  Business Response

  Date: 08/17/2023

  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.
  We have experienced delays which were beyond our control, and we are working diligently to resolve them. The consumers check was mailed 8/10/2023. 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:08/06/2023

  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.

  My washer went out. It wont agitate and the water wont drain. Service plus did a virtual appointment and the contractor on the virtual appointment said a part needed to be replaced. He said he would contact serviceplus and tell them that. Service plus today it has not gotten anyone else out here and every time I try to contact them, they say theyre still waiting for a contractor. It has been three weeks. The water and the machine is mildewing and the house smells like rotten eggs. They told me that they would give me a certain amount of money if I wanted to hire somebody myself. However, I did that with my heater back in December when we were having -12 weather in ********* and two months later, they still did not have anybody out here to fix that. So we ended up having to get somebody out here to fix that ourselves. Which by the way cost about $3000. Service plus would not recoup any part of that even after I submitted the receipts. So I am waiting for them to get a contractor, and they cannot get one out here for some reason. I also in the last three years I had the same problem with , another appliance and they never got somebody out here either. So I am making this complaint because I need my washer fixed and I am waiting for them to send somebody. I asked them for a prorated refund because I bought a five year warranty, and they said they will not refund any part of that even though they can never get anybody out here to fix anything. I really either just want my washer fixed or I want my warranty refunded. Because they cannot seem to deliver on multiple levels.

  Business Response

  Date: 08/16/2023

  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 7/19/2023 stating the unit would not drain. A vendor was assigned to the claim on 7/20/2023 but was unable to service the consumer. Due to limited availability of participating vendors and to not delay service further, we advised the consumer of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us 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 consumer rejected this offer. A participating vendor was assigned to the claim on 8/11/2023, a drain pump and coupling were order in order to complete the ************ the consumer receives the parts, they should contact the vendor to schedule the repair. 
  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:08/04/2023

  Type:Order 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.

  They have paid little to nothing on the claims that I have submitted through them. I purchased 4 separate home warranties September 21st 2022, at a cost of $7800.00 and was told that the more I buy the lower the cost will be.I have submitted 4 claims to them, each time I have received excuses from them on why they would not pay the contractor they hired.Example: one of my air conditioners went out and I had to pay $415.00, and they only paid $10.00 of the repair amount. Their excuse was that they sent their Air conditioner Service Company and he said that there was a leak and they don't fix leaks, which I challenged that he sent the man to fix it and he told me that when I called my repair man and got it fixed then he would come back and see what they could do. Another example of a house under this warranty, air conditioner was not cooling proper and the motor was noisy. Their Contractor came and 2 men looked, removed the cover and did a bit of cleaning and left me with a bill of $545.00 and this company paid nothing. Telling me that they don't pay for cleaning. I had another problem with a kitchen range. The repairman looked at it and it needed some repair parts to order. The ************ sent me a notice and said they would deem it not repairable and sent me $200.00 to replace the range. Lowest cost I could find was $600.00 to replace the range.Ive called them a number of times to cancel the Contract and they told me that they will not agree to cancel my contract for any reason. All he could say was "I WILL NOT AGREE TO CANCEL THIS CONTRACT" I sent a request in writing to cancel. They said they never received the letter. I received the signed confirmation back from the Post Master showing that they did received it. They are a terrible company to deal with and I have six years left on the contract. I would like a refund on the remaining balance and for this contract to be canceled.

  Business Response

  Date: 08/14/2023

  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 6/2/2023 stating the unit had inadequate cooling. The vendor reported the unit was missing 2 lbs of freon but was unable to see where the leak was coming from. In order to determine where the leak was coming from a leak detection was necessary in order to move forward with the claim. As per the policy a leak detection is 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.
  The consumer placed a claim for an air conditioner on another property on 6/1/2023 stating the unit would not turn on.  A participating vendor was assigned to the claim on 6/2/2023. On the same day the consumer advised they had their own vendor repair the unit. This was done without prior authorization, and as per the policy a non-covered condition. 
  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.
  We never received a diagnosis from the consumers vendor to know if maintenance had been performed for this repair but maintenance is a non-covered condition as per the policy. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  B. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.
  The consumer placed a claim for a stove top on 5/19/202 stating gas was not coming on. The participating vendor reported the control board and clock failed as well as the temperature sensor. Due to the age of the unit and possible additional failures, funds were offered to the consumer on 6/28/2023. The check was mailed 7/6/2023. Our system shows the check was cashed 7/18/2023 which confirms receipt. 
  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 still wants to cancel as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 08/14/2023

  
  Complaint: 20423753
  
      I am rejecting this response because:  I need to cancel the remainder of ************ for a return of my balance of the unused policies.                                                                           I no longer want to continue using this company to work on any of my properties   
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/24/2023

  Complaint ***********
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition.  
  We sincerely apologize for the consumers negative experience, but this failure is not included in coverage. As stated within the initial response, the consumer may cancel the policy by calling **************. We request this complaint be closed as answered. 

  Business Response

  Date: 08/24/2023

  Complaint ***********
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition.  
  We sincerely apologize for the consumers negative experience. The consumer had 4 policies which were all cancelled on 8/21/2023 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 entitled to 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. 
  Under normal circumstances, refunds are processed within ***** business days. In an effort to resolve this complaint, 2 property cancellation refunds were refunded on 8/22/2023 to the card on file and the remaining 2 will be refunded within the next 3-5 business days from this response. 
  
  
  
  

  Customer Answer

  Date: 08/25/2023

  [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:08/02/2023

  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 called them up and they say they are taking care of it. They say they tossed it up to the corporate office. This has been going on for 3 weeks. He told me I had to check my service provider and I need to reopen up the claim again. She said I would have to contact them on Monday. I would like what I paid for and they are playing games.

  Business Response

  Date: 08/14/2023

  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 7/15/2023 for an air conditioner stating the unit had inadequate cooling. The participating vendor reported the unit needed a capacitor and 2 lbs of freon which was approved for repair on 7/27/2023.
  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. 
  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:08/02/2023

  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.

  Claim #****** I submitted a claim to have my AC unit looked at as my home temperature was higher than what I had set the thermostat to and was not cooling down. The technician they set me up with came out 7/9/2023,which was a couple days of me contacting him. He stated that I had a bad leak and would need a new unit. The unit is 18 years old so that made sense. For almost three weeks of calling and texting, the technician did not respond nor send in the diagnosis. Service Plus would not send out another tech and said to keep trying the one they sent out. After almost 3 weeks he sent the diagnosis. Then Service Plus said oh but we didn't get pictures. The tech did not take pictures so they said I could send them in myself. I sent the pictures in and it had been over 3 weeks without proper working AC in the middle of the summer. When asked if they could put a rush on the decision they stated it would take at least 48 hours to get a decision and they couldn't rush it even though it had been 3 weeks and it's summer, and I have pets in the home. They finally got back to me yesterday and stated that based on the pictures, there is rust on the coil so they will not cover anything. The tech did not mention that the rust is what is causing the issue. The unit is 18 years old, there will be rust as that is normal wear and tear over time. It is shady sales to say we will replace if we can't fix when selling the warranty, but the fine print basically has an excuse for them not to fix anything. I have been without AC for almost a month while getting jerked around and now have to pay $4-5K out of pocket when I was hoping they would at least cover half or something to help. Due to this and feeling scammed. I am requesting a full refund of $950 for the total cost of the plan as I was deceived given that the the fine print means they won't actually cover or fix anything. I would have not purchased the plan if not sold on the "replace if it can't be fixed" pitch.

  Business Response

  Date: 08/14/2023

  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 6/23/2022 stating there was inadequate cooling.  The participating vendor reported there was a freon leak within both systems. It was determined that a leak detection must be provided in order to determine where the leaks were coming from. As per the policy, leak detections are a non-covered condition.  A leak detection was performed and the vendor reported they could not locate exactly where on the coils it was leaking but it was leaking from both the evaporator coils and the condenser coils. Pictures were provided and it was determined that rusted/corroded coils were leaking which is 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.
  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 purchased a policy on 12/4/20109 for 3 year + 6 free months for the promotional rate of $975.00. The policy expired on 8/4/2023. With 36 months of paid coverage at the standard contract rate of $52.00 a month totals $1,872.00, costs incurred $545.00, no refund is due and the consumer is not entitled to a full refund as services were provided. 
  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:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty and any time I tried to use it I was denied. Recently I'm having problems with my central air unit and can't even get in contact with Total Home Protection to file a claim. The website is down and I can't get anyone on the phone. I feel like I wasted money on this warranty and they have taken advantage of me. I want my central air unit replace and the money that I paid for the warranty refunded.

  Business Response

  Date: 08/07/2023

  Complaint ID:     20388486
  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 may contact ServicePlus at ************** Monday through Friday 9am-7pm or go to the consumer portal to submit a claim 24 hours 7 days a week. We have no recent complaints by other consumers that they have not been able to contact us. As per the policy
  III. REQUESTING SERVICE CALL ************* OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  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 **************.