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

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  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:07/12/2023

  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.

  On the morning of 6/14/23, I contacted ServicePlus Home Warranty to submit a claim (#******) for my Maytag refrigerator (Model MFI2568AES, Ser# **********) .I participate in a 1:30pm Virtual Diagnosis appointment with a technician Harmond (**** ******* ********* *******
  During this appointment Mr. Harmond did some trouble shooting but the unit was not cooling.
  Technician Kyle from ******** *********** **** was dispatched to my home on 6/16/23 and replaced the “run capacitor”. He concluded that the compressor needed replacing. He would submit his findings.
  On 6/19/23 ServicePlus sent me an email advising me that as per the diagnosis received. ServicePlus was not responsible for the Freon or leaks. I spoke with ServicePlus Manager Steven B**** explaining that the repair technician never mention Freon or a leak. Mr. B**** stated that according to ******** *********** *** diagnosis, a Freon leak was discovered. I request for a copy of the diagnostic report but, was declined. Frustrated with ServciePlus blatted dishonesty, I canceled my contract although I paid $1,080.00 in 9/30/21 for a 4-year contract with ServicePlus that ends on 3/1/25.
  On 6/19/23 I called ******** *********** **** and spoke to Mrs. Stephane. I explained the need for confirmation of the diagnosis submitted to ******** *********** by repair techn. Kyle. She confirmed that their records indicated that the repair techn. noted, “Compressor recharge system and to also add Freon was needed”. Mrs. Stephanie was not able to provide me with a copy of the written diagnosis. She did resubmitted the diagnosis and order for the compressor again. On the 6/21/23 Mrs. Stephane confirm that the re-order for the compressor was again denied.
  I am requesting that that the Better Business bureau help me obtain the remaining balance, paid in full, to ServicePlus for the service that will not be rendered under the contract from 6/19/23 and 3/1/25. Which is roughly $526.80.

  Business Response

  Date: 07/24/2023

  Complaint ID:********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a refrigerator on 6/14/2023 stating the unit was overheating. The participating vendor reported there was a leak within the sealed system causing the compressor to overheat. As per the policy leaks of any kind are a non-covered condition. 
  V. COVERAGE
  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. 
  In an effort to assist the consumer we offered the consumer that they could get a second opinion, or we could offer $200.00 goodwill towards the repair, which the consumer rejected. The consumer requested to cancel the policy as per the Terms & Conditions on 6/19/2023 which was processed 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:07/12/2023

  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.

  ***************** warranty call for some one to come an look at my washing machine they came check it out told me that they need to order the part for my washer it would take about two week before the park come in didn't hear nothing for almost three week so call them up plus home warranty tell me they are not going fix the washing machine they did not email me to tell me they wasn't fix my machine so i tell them to cancel my contract n give me my refund as he hung the phone up he taken another payment out my bank account right after that need my refund back can you all help already spoken with ***************** WARRANTY the man were very Rude

  Business Response

  Date: 07/24/2023

  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 6/3/2023 stating the unit was shaking while in the spin cycle. During the initial call-in questionnaire the consumer was asked when the last time the unit was working and the consumer advised 5/31/2023. The participating vendor reported the unit is severely rusted/corroded, the cabinet is compromised and has no support due to the rust.  It was determined to be a non-covered failure as this failure takes time to happen and could not have happened within the short period of the policy. Additionally, failures due to rust/corrosion are a non-covered condition. 
  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 **************.
  
  

  Customer Answer

  Date: 07/27/2023

  
  Complaint: 20311394
  
  I am rejecting this response because:
  all i want is a refund from them this contract should already been cancel the same day this complain were file
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  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 filed a claim to have a technician come to inspect, service, or repair my sump pump, the technician came to do a inspection for a $75 service fee, however the next morning I woke to a flooded basement.I contacted the technician to report the flood, and he hung up in my face.I then called service plus to have them send someone out for this emergency and was told by a supervisor that was not going to happen, and they are not liable for any damages to my home.

  Business Response

  Date: 07/21/2023

  Complaint ID:     20309505
  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 stoppage on 7/6/2023 stating there was a mainline stoppage and an issue with the sump pump.The participating vendor reported there were 2 sump pumps within the home. One is the main pump for the home and the other is to pump out the water in the basement. The basement pump was not working as it was clogged and rusted out.Additionally, its a portable sump pump as it is not permanently installed.  As per the policy, due to the unit not being permanently installed its a non-covered condition.
  D. Sump Pump
  COVERED: Mechanical parts and components of permanently installed sump pump for ground water, within the foundation of the home or attached garage, except:
  NOT COVERED: Any unit located outside the covered property and/or within crawl spaces; back-up power assemblies; portable or non-hard piped installed units; sewerage ejector pumps; backflow preventers; check valves; piping modifications for new installs. 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.  If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:07/11/2023

  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.

  A purchased a warranty from this company about 2yrs ago. It seemed like such a good plan that I purchased a warranty for every property that I owned, about 5, I have rental property. The problem I've had with them is that every time I've tried to use the warranty to have something repaired. It always comes back as uncovered. The last thing, Which I considered the last straw was my water softener. Its supposed to be a covered item. They said it waswn't covered because I hadn't had it serviced like I should have. Well, its a maintenance free item and doesn't require service. then they said it had corrosion on it and they failed to cover it. This company has ripped me off for about $8,000 and has never come out to repair anything. For 2 yrs they've been telling me that my repairs aren't covered. I'd like to have my monies refunded from this Scam of a company

  Business Response

  Date: 07/21/2023

  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 water softener on 7/1/2023 stating it does not turn on. Due to limited availability of participating vendor and to not delay service 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 ServicePlus prior to any repairs 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 receipt. The consumers vendor reported the main head valve is leaking due to corrosion. As the policy covers normal wear & tear mechanical failures, it was determined to be a non-covered condition. 
  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.
  In an effort to assist the consumer we offered a free service charge fee to be added to the policy to be used on a future claim. 
  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:07/11/2023

  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.

  In June 2023 I called to claim my air conditioner was no working they did not send a rep to look at it so I called one and he said compressor was broken and we needed a new unit. They refused without a leak test. Both myself and repair man told them it was impossible due to the condition of the unit. The company refused for non compliance. I was angry and told them to cancel my policy they said no because I was on a 12 month plan, then hung up on me. Now I have another claim for my dryer. I called on july 7, 2023. The company won't *************. I did an auto claim. I was never given a claim number and 4 days later I am still waiting for a response

  Business Response

  Date: 07/21/2023

  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 the air conditioner on 6/1/2023 stating the unit was not cooling. Due to limited availability of participating vendors and to not delay service, 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 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 receipt. The consumers vendor reported the unit was low on freon, it was determined that a leak detection was needed in order to determine where the leak was coming which is a non-covered condition as per the policy
  V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, 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. 
  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, please contact us at **************.

• Initial Complaint

  Date:07/11/2023

  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.

  Attempted to cancel contract and the company refuses. I am only requesting a refund for the remainder of my contract period.

  Business Response

  Date: 07/21/2023

  Complaint ID:     20305523
  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 cooling. The claim was assigned to a participating vendor on 7/3/2023. The consumer contacted us on 7/11/2023 stating they wanted to cancel the policy because the participating vendor did not show up and the consumer had the unit fixed on their own. We advised the consumer not to cancel in order for us to assist them with reimbursement.
  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: 07/21/2023

  
  Complaint: 20305523
  
  I am rejecting this response because:
  I have attempted to cancel the policy and requested a refund for the remaining period of the policy and was told that unless both parties are in agreement to cancel that I can not cancel. Now I understand that it will never be in the companies interest to come into agreement with the customer to cancel that this is a ploy to prevent the customer from any type of reimbursement for unused portions of an extended contract.
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  Made a claim the end of April, a tech was sent to the home. He stated that he had to get a part. I never heard back. I then called Service plus, they said they were waiting on the tech. When I called the Tech, he said he was waiting on them. After multiple attempts with both parties, they sent out another tech. On May 9th or 10 service plus sent out *** with All In one Group LLC. He stated they probably wouldn't cover. no reason given. When I spoke with **** at service plus, he stated it was not being covered because it was not due to normal wear and tear. I informed him that I had receipts of the upkeep and maintenance. he then became rude stating that he had pictures, I requested them. he declined to send them. I told him I would like to cancel my services. he told me that I could not due that until June 1, 2023. I informed him to document that I was going to cancel to not renew. I called back to cancel the first week of June. They then told me I could not cancel until on or after June 25th. when I called back on June 28, I was told they had renewed my policy. when I explain that I had called multiple times to cancel and informed them not to renew he put me on hold, came back and said they would cancel. I requested a refund of the recent charges. $55.00. when I asked for a confirmation number, I was told that I would get an e mail. I have yet to see a refund. Treatment by the associates was disrespectful, rude. I was told things like " Do what you gotta due." and " You are taking things out of context."I would like a complete refund, and a report that this company is does not follow through with what their contracts say.

  Business Response

  Date: 07/19/2023

  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 4/17/2023 stating the outside unit was not functioning. The participating vendor reported the compressor was not working due to the valves being stuck. It was determined that this failure was a non-covered condition as per the policy. 
  I. BASIS FOR COVERAGE
  A. Become inoperable due to normal wear and tear; and
  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 which was processed on 7/3/2023. The last monthly payment made was refunded back to the card on file on 7/5/2023.
  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 **************.
  
  

  Customer Answer

  Date: 07/25/2023

  
  Complaint: 20301383
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/10/2023

  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 company refuses to cancel my home warranty plan.They do not cover the parts of an A/C. I had to pay out of pocket for Testing and Labor approx. $500. Service Plus Warranty only paid $100 for the service after several calls and complaints. I do not need the plan because they do not cover parts of the A/C. Any layperson wouldn't know the parts of an A/C. The representative ******* responded simply, "you should have done your homework" and stated that he will not cancel the Plan which will cost me an additional $600 without providing future service.

  Business Response

  Date: 07/21/2023

  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 4/27/2023 stating the coil was frozen. The participating vendor reported the unit was flat of freon and would need a leak detection in order to locate the leak. As per the policy this is a non-covered condition.  The participating vendor reported the 2 ******** valves were leaking as per the policy this 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. 
  In an effort to assist the consumer we offered $100.00 goodwill to be paid to the vendor on 5/10/2023.
  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 **************.

  Customer Answer

  Date: 07/26/2023

  
  Complaint: 20299292
  
  I am rejecting this response because: No layperson would know all the parts of a air conditioner system to know that none of the parts of the air conditioner would be covered. After learning this, I called to cancel my agreement because they are unable to provide me any further service. It is unfair for this company to further charge me monthly when I called to cancel their services. They refused cancellation. I have a right to cancel services if I have to pay for all services out of pocket. The resolution requested is to cancel this agreement. Even at 67 yrs old I have rights to cancel a service agreement that will not provide the service that I need.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  I opened a claim on 6/28 for broken AC. The company was not able to assign a technician after 24 hours. I called in and they said I can call my technician and they will approve expense upto 200$.I provided all evidences of repair needed, but the company conveniently keep ignoring the claim processing requests.I am not happy with their claims processing which is too slow to respond of emergency situation. Think of 100+ degree heat and ACs not functioning. After waiting for 7 days and going back and forth, I decided to take care of the problem out of my own pocket I requested for cancellation of my policy and was told I don't have an option to cancel.

  Business Response

  Date: 07/19/2023

  Complaint ID:     20297963
  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 6/28/2023 stating the unit had inadequate cooling. A participating vendor was assigned to the claim the same day. On 6/29/2023 the consumer contacted us to advise they got their own vendor out to the home and reimbursement was explained. Reimbursement is where the consumer gets 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 receipt. We received a copy of the invoice which stated there was a bad condenser fan. We advised the consumer we made multiple attempts to reach their vendor in order to get additional information and they were non-responsive.
  The paid invoice received for the reimbursement of the service charge fee the consumer paid their own vendor for $89.00. The consumer has a $60.00 deductible so $29.00 should be the reimbursement amount. In an effort to assist the consumer we waived the service charge fee deductible for a total reimbursement of $89.00.
  IV. TRADE SERVICE CALL FEE
  A. You are required to pay a ************* Call Fee for each trade service request you submit to us.
  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:07/07/2023

  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 June 30th I called ***************** Warranty because my home hot water heater broke and let water all over my utility room and carpeted hallway and family room. I never received a call back from this company. I paid out of my pocket to have the water heater fixed. $2200. I tried several times to call and could never talk to anyone until July 5th. The man that I talked to told me there was not enough information about my claim. I feel that this is unexceptable and wanted to cancel my membership. He told me no because it is a term and hung up on me. Horrible company. I would like my $40 taken on July 5th returned and my membership canceled. I think I should have been re-inbursed or parcially compensated for replacing the water heater or whatever they would normally do. The representative that I talked to refused to give me his name and was very nasty and didn't care or suggest one time about any benifit of my policy..

  Business Response

  Date: 07/17/2023

  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 for water heater on 6/30/2023 with no explanation of the failure. We reached out to the consumer to get more information on the failure by email. The consumer contacted us on 7/5/2023 to advise they already had the issue fixed and wanted the policy cancelled. 
  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 submitted a chargeback which we accepted and refunded which cancelled the policy on 7/8/2023. 
  XII. CANCELLATION
  A. This Agreement may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of ************* Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHWs issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (**** change in laws or regulations that has a material effect on the business of SPHW or SPHWs ability to fulfill its obligations under this Agreement.
  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 **************.