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 - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

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:07/05/2023

  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.

  In early April 2023, I received a phone call from Service Plus to inform me that our warranty was due to expire. We had the warranty from when we first moved into our property and really weren't going to renew because we had not used it. The person I spoke to told me more about the company and their services. I again told him that we weren't interested, but he was very good at his job and we decided to renew. The cost was $600 and it had to be paid that day, so we did pay it. A couple of weeks later, we turned on the air conditioner here in *******, and felt that it was not cooling and the motor never went off. I called Service Plus and was told a technician would be assigned. I was given the number to the tech and he said he would be out that day. About 7 in the evening, he had not shown up. I called him back and he was unsure when he could get out here. The next day, I called again and he said he really couldn't give me an estimate of a date or time. He also told me that I could call the company and they would assign someone else. I did that, and after 2 days, I received an email that they were unable to provide a technician, and I could get my own tech and would be reimbursed for up to $200 for repairs. I did call service plus and verify this. I had a company come out and they replaced the capacitor that day. They also recommended a new motor as the one in the unit was failing. This would be an additional $600. I called service plus and they asked for receipts. The next day, I looked on the dashboard and my claim said it was closed. I called again and was told that the claim was denied because the tech we called in did not call and have repairs approved prior to service. We were never told that this was required. The person I spoke to approved the $200. Originally, I should have had a check within 30 days. Somehow that has changed to 8 weeks. Now I am told that there is a glitch in the system and have not received my check. The would not transfer me to ****. Ser

  Business Response

  Date: 07/17/2023

  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.
  The consumer placed a claim for an air conditioner on 4/11/2023 stating the unit turns on but it stops and starts rattling then doesnt work.  A participating vendor was assigned the same day. The consumer contacted us on 4/13/2023 and advised us that the vendor was unable to schedule an appointment within an adequate time frame and we would need to assign another vendor.  Due to limited availability of participating vendors 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 us prior to any repairs in order to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt.  On 4/24/2023 we received a copy of the paid receipt, but we never spoke to the consumers vendor to get the diagnosis of the failure. As per the policy this is 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.
  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 $200.00 goodwill towards this non-covered condition which was accepted on 4/26/2023.
  We have experienced unexpected delays with the check processing, but the consumers check was mailed 7/14/2023. 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 **************.

  Customer Answer

  Date: 07/17/2023

  
  Complaint: 20279168
  
  I am rejecting this response because:I was originally told that I would receive reimbursement within 30 days. This is all just wrong. I have reported that the tech who fixed my air conditioner strongly advised me to replace the motor. I can't imagine living in ** and the motor going out. It's 118 degrees right now. Although I reported this to Service Plus, they totally ignored this. I needed that reimbursement a month ago to replace my motor. I seriously just want to cancel my policy. It is $600 per year. They can cancel and send me a check less the $200 that they SAY they have sent. By the way, it was only sent after I filed this complaint. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/27/2023

  Complaint: 20279168
  We properly addressed this complaint. The check was mailed to the consumer on 7/14/2023. Our system shows the check was cashed 7/24/2023 which confirms receipt. 
  We sincerely apologize for the consumers negative experience and request this complaint be closed as answered.  For additional assistance, please reach out to us **************.

  Customer Answer

  Date: 07/31/2023

  
  Complaint: 20279168
  
  I am rejecting this response because:  I would like to cancel the policy, they definitely did not do what they promised with a lot of phone calls and complaints from **. We just want to cancel the policy at this point. From reading prior complaints from other customers, evidently, this is how they do business. They need to cancel the policy and send a refund for the remainder of the year.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/09/2023

  COMPLAINT ID:  ********
  We properly addressed this complaint and cited applicable sections of the policy. 
  We sincerely apologize for the consumers negative experience. The consumers policy expired on 8/6/2023. For additional assistance, please reach out to us **************.
  

  Customer Answer

  Date: 08/09/2023

  
  Complaint: 20279168
  
  I am rejecting this response because: Our policy was renewed April 6, 2023 for one year. How did it expire August 6? We will take the refund or report this to the ********** Insurance board.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Complaint: 20279168
  We properly address this complaint. We apologize for the confusion, there was an automatic renewal processed on 4/6/2023. We have cancelled the renewal of the policy and will refund the $600.00 ************* back to the card on file within **** business days from this response. 
  If additional assistance is needed, please reach out to **************. 
  
  

• Initial Complaint

  Date:07/05/2023

  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.

  Date of transaction: May 30, 2023 Policy Start Date: 06/02/2023.Amount Paid: $1950 What the business committed to provide you: They promised to provide timely service for any repairs in our house located at *******************************************************, starting from the Policy Start Date. However, the business took two weeks just to diagnose the problem and ultimately denied my claim.My policy began on 06/02/2023 and is set to end on 06/02/2029. Within 30 days of the policy start date, I contacted customer service to express my dissatisfaction with the service provided by ServicePlus and requested the cancellation of my home warranty. Despite being told by a sales agent that I could terminate the policy at any time by paying until the requested month, the business is now refusing to cancel my policy.My policy number is *********.

  Business Response

  Date: 07/14/2023

  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 online for a refrigerator on 6/21/2023 stating the unit was not cooling. During the initial call in questionnaire the consumer was asked when the unit was last working and responded 6/14/2021. The participating vendor reported there was a faulty compressor and a bad evaporator kit. The consumers policy became effective 6/2/2023 and it was determined that multiple component failures could not have happened within the short life of the policy and was a non-covered condition as per the policy. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  In an effort to assist the consumer we offered $400.00 goodwill to be payable to the vendor towards the repair. On 7/6/2023 we received a chargeback and we are currently waiting on the chargeback company to update with the status. 
  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: 07/23/2023

  
  Complaint: 20277873
  
  I am rejecting this response because:
  
  This insurance purchase was a conditional purchase. My previous warranty insurance with another company (Clinch) was valid until 06/02/2023. I was asked to provide proof of my previous warranty so that the new purchase could be considered as continuous home warranty insurance. I provided documentary evidence and paid the total cost of $1950 three days in advance of the start date of the current warranty. I was assured that it would be considered as continuous insurance. All communications, including providing the previous warranty document upon request and my request not to charge my credit card until my previous insurance was considered continuous coverage, were conducted through the registered email.
  
  The day I noticed that the refrigerator was not cooling enough, particularly the freezer section, I placed a service request. However, the company's statement that the customer detected the cooling issue on July 14th is incorrect, and I do not understand how they arrived at that date.
  
  I also requested ServicePlus to cancel the policy and reminded them that they should honor the 30-day full refund policy. However, they adamantly refused to cancel the policy. I paid $1950 for the policy, covering a 6-year warranty service. Additionally, I also asked them to deduct a prorated charge for a month and refund the rest of my money, but they flatly denied my request though they do mention in the contract that customer may cancel the policy anytime.
  
  The only email I received from the company was the service denial email, stating that the issue was pre-existing, and they would not support this repair now or in the future unless I could prove that I fixed the problem myself. According to the contract, they should have fixed the refrigerator without any conditions because I provided all the required documents before the new warranty went into effect on 06/02/23. I am still confused about how such a company is allowed to operate in our country. I wish I had read the BBB reviews beforehand, as they are filled with similar experiences to what I have been through.
  
  Regards,
  
  ***********************;

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for 2 months of this warranty and I filed 2 claims one for my air c conditioner breaking and the other for having my sprog tank pumped out that was later found to be caused by a faulty pump.Both were denied because they said it was a pre existing problem. It took them 3 weeks to get someone out to look at the septic problem. When I tried to cancel the program they told me I couldn't because they didn't agree to cancel it. Said I agreed to a year and they were not going to cancel it.

  Business Response

  Date: 07/14/2023

  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 6/11/2023 stating there was no air coming out.  The participating vendor reported the system has had a leak for likely a couple of years as leak detection dye was found from work done when previous homeowners were there. The unit was empty of freon. The consumers policy became effective on 6/11/2023 and it was determined to be a non-covered failure as per the policy. 
  I. BASIS FOR COVERAGE
  B. Are in place and in proper working order on the effective date of this Agreement; and
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  The consumer placed a claim for septic pumping on 6/11/2023 stating the tank light is on indicating the unit could need to be pumped. The participating vendor reported the pump failed. It was determined this is a non-covered condition as per the policy
  I. BASIS FOR COVERAGE
  B. Are in place and in proper working order on the effective date of this Agreement; and
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  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 7/6/2023 which was processed the same day. In an effort to provide good customer service, we waived the $50.00 administrative fee. 
  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.
  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:06/30/2023

  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 contacted Service Plus on May 24 that my refrigerator was not working. I got no response or acknowledgment of my service request. I have called them every day asking for the status of my request. It is now end of May 30 and I am still being told they do not have a copy of a virtual diagnostic l. I paid $75 on Monday to have a technician call and ask me two questions on May 26. They tell me everyday they are waiting on this ridiculous report. I am a senior citizen and I need my refrigerator fixed. This company has the worst customer service I have ever witnessed. Please assist.

  Business Response

  Date: 07/13/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a refrigerator on 6/24/2023 stating the unit was inadequately cooling. The participating vendor reported the compressor failed. As per the units specifications this failure is still covered by the manufacturers warranty. As per the policy this is a non-covered condition 
  VII. GENERAL LIMITATIONS OF LIABILITY
  Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  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:06/29/2023

  Type:Sales and Advertising 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.

  AC Claim #****** system not working and Service Plus Warranty denied to repair when there AC Tech, Howard N****** ************* *********** reported AC is a “Mechanical Malfunction “ due to normal wear & tear which is the main objective this warranty was purchased in the first place. Tech called Service Plus advocating for consumer(me). While I spoke to Deandre J******, Resolution Dept At Service Plus and requested them “ Do The Right Thing”, tech indicated system is in excellent condition and act of God or negligence was done by me the consumer. This company is acting in BAD FAITH! This is Not my first time disputing a service call with them. When I opened a claim on my garbage disposal a year back, this company sent me an unlicensed contractor and I had to contact you and my local BBB to remedy the situation. The owner of this company David S***** needs to review claim which should be rightfully Approved.
  Please Note *** The AC Tech Howard they sent me, “ said, Service Plus should approve this repair, system is under warranty for these types of issues which you are not responsible for.” Howard’s phone ###-###-####.
  Service Pro was paid $1,621 for Warranty and I should not be told by Deandre J******, that I “have used up my claim” when policy is in effect until July 5, 2024. I request you intercede and note this company has numerous complaints of BAD FAITH.

  Customer Answer

  Date: 07/11/2023

  
  
  
  
  Better Business Bureau:
  
  
  
   They have finally approved repair to AC tech. This complaint is closed for now.
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:06/28/2023

  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.

  We contacted the company because our air conditioning unit went out. It took them a month to finally send a company to check it. The company they sent immediately replaced the ac unit and said they would take care of the paperwork. Now two months later Im stuck with a $13000 bill and the service plus help line just wants to mansplain to me how a contract works.. and that they arent responsible

  Business Response

  Date: 07/10/2023

  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 5/9/2023 stating the coil was frozen, looks like its pushed out.  A participating vendor was assigned on 5/10/2023. The consumer contacted us on 6/28/2023 stating that the vendor advised that the unit would need to be replaced. We advised the consumer that we had not received a diagnosis from the vendor. At that time the consumer advised they paid the vendor to replace the unit. This is not the proper claim process and the consumer was advised they did work without prior approval which is a non-covered condition as per the policy.
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  E. Instances beyond SPHWs control *** prevent SPHW from providing a Service Contractor to repair or replace a covered item. In these instances, we reserve the right to provide you cash-in-lieu of the repair or replacement services. This amount offered is based on what SPHW would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  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: 07/10/2023

  
  Complaint: 20251085
  
  I am rejecting this response because:  no contact was ever made until three weeks after I submitted a claim.  When I did finally rcv the claim, it took another two weeks for the service to be provided.  It was already 100 degrees in ******* with hospital home care patient inside.  The company failed to react in a timely manner.  No other emails were Rcvd from Service Plus.  We had an urgent need for health reasons and the company who serviced us said this was their protocol to install the element and they would perform the paperwork for the urgent need.  Service Plus is responsible for their contractors providing the service.  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/21/2023

  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 was as a result of a non-covered condition.  
  At no time from 5/10/2023 when the participating vendor was assigned until 6/28/2023 did we hear from the consumer and when we did it was to advise they had the unit replaced. Although we are not an emergency service, we do understand that emergencies do happen, but repairs/replacements can not be done without prior authorization as per the policy. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  We sincerely apologize for the consumers negative experience. In an effort to resolve this complaint, we can offer $300.00 goodwill towards this non-covered condition. Upon acceptance and resolution of this complaint we will request to expedite the check within **** business days. For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:06/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's happened in March of 23 they're supposed to be giving me a $200 check because they could not fix my washing machine and a refund for overdraft charge that was charged to my checking account after I had said not to take an auto payment out of my account they proceeded to do it anyway

  Business Response

  Date: 07/10/2023

  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 the effects caused by the pandemic and the rebranding of the company, 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 7/6/2023. We apologize for any inconvenience this may have caused. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Business Response

  Date: 07/10/2023

  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 the effects caused by the pandemic and the rebranding of the company, 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 7/6/2023. We apologize for any inconvenience this may have caused. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:06/28/2023

  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.

  ***************** warranty sold ** a policy to repair or replace all appliances including hot water heater. Our heater started leaking and they refuse to honor the contract.

  Business Response

  Date: 07/10/2023

  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 heater on 6/12/2023 stating there was a leak. The participating vendor reported the unit was leaking from the tank itself. As per the policy this is a non-covered condition. 
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. 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:06/27/2023

  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.

  First of all, they never indicated that there was a $250 replacement ceiling on any appliance until after they said a replacement was necessary. My Appliace was only a few months old and much more expensive. Second , it took months to get a check approved, which I still havent received. Thirdly, this was about a year already. I have tried to cancel this policy soooo many times to no avail. I refuse to give them any more money. I would like this cancelled and to receive the check Im owed

  Business Response

  Date: 07/10/2023

  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 oven on 7/3/2023 stating it was not heating. The participating vendor reported the controller and the overlay failed. Due to the age of the unit and the potential of additional failures it was determined on 7/22/2023 to send funds in lieu of the repair as per the policy. Under normal circumstances, checks are processed and mailed within ***** business days. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  The determination was based off the make/model/serial number provided by the participating vendor. If this unit was only a few months old, then this failure would have fallen under the manufacturers warranty and would have been a non-covered condition as per the policy.
  VII. GENERAL LIMITATIONS OF LIABILITY
  Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  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. 
  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: 07/18/2023

  
  Complaint: 20242123
  
  I am rejecting this response because:
  
  The response from the business states that all fees and service charges were not up to date at the time I tried to cance.  This is not true.  All payments were up to date . Moreover, I was told at that time, over a year ago that no would receive 5he check in. **** days.  That was over a year ago.  Also, a few weeks after my stove went, my garbage disposal went bad.  I corresponded back and forth, had a service tech come and collect the $74 service fee, and determine that the disposal had to be replaced.  The tech they chose kept saying he was having no luck finding the new garbage disposal ( even though any brand of same horsepower would have been ok.  Weeks went by.  I made my payment.  Still no Che,ck; ;no garbage disposal.  Finally I w3nt out and bought my own and paid to have it installed.  I corresponded with the company and they agreed to pay $300 for the disposal.  NOT. THEY KEPT MAKING IT IMPOSSIBLE TO SUBMIT WHATVER FORMS THEY WANTED.  FINALLY I DECIDED TO CUT MY LOSSES AND CANCELL MY SERVICE POLICY..  I WAS TOLD THE **** was in the mail.

  i do not believe the Company is offering a good faith solution

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

  Business Response

  Date: 07/27/2023

  Complaint ***********
  We properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for the consumers negative experience and would like to assist with a resolution. In an effort to resolve this complaint we have requested the check for the oven be manually submitted, due to the account being cancelled, within **** business days. 
  
  

• Initial Complaint

  Date:06/23/2023

  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.

  In February, I filed a claim with THP (Service Plus) on my dishwasher. On March 3, I was told "The cost to repair was too expensive," and they offered me $200. On March 6, it was approved by them, stating I would receive my check within 4-6 weeks, which would make it May 6. As of today, (6/23) and after weekly calls to check on it, I have not received my money. Each time, I have been told it was being processed. The last two times I've been told to be patient and allow them more time. The email address to file a complaint does not work, so I can't contact the check writing department. They have violated their contract. The technicians they use have told me it takes too long for them to be reimbursed, and they are not eager to take calls from THP. And their techs are often short and rude with us.

  Business Response

  Date: 07/06/2023

  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 the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks which we are aware of and working diligently to resolve. 
  We apologize for any inconvenience this may have caused.  In an effort to resolve this complaint we will expedite and mail the check within **** business days. Additionally, the consumer has a check that was authorized for the clothes dryer which we will include as well although not due yet. 
  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: 07/17/2023

  
  Complaint: 20229582
  
  I am rejecting this response because:   They are full of excuses.   The payment I received on Saturday was long overdue, as has been other payments due back to me.   I wish to keep my complaint against Service Plus and for it to be published, so that others will know what they are getting into.

  
  
  
  
  Without Regards,
  
  *************************