Complaints

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

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  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:06/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I talked to a guy from this company and you get 30 days to dispute it. I am getting inundated with calls from them. There is no BBB logo on their website at all. I sent them a message on Tuesday to cancel my warranty. I am now getting messages from ** and they are very high pressure. I told the guy to put the credit through on my credit card.

  Business Response

  Date: 07/07/2023

  Complaint ID:     20221783
  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 policy was cancelled as of 6/22/2023 and the funds paid in were refunded back to the card on file.
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. We request this complaint be closed as answered. If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company sold me a 6 year service plan for about ***** plus after they made sure I was over 60 years old. The first claim i file was for a garbage disposal repair. They made me paid the $45 deductible twice before I got the disposal fixed.My second claim for a refrigerator fix was filed in February 2023. They changed my claim from refrigerator to range repair when sending the technician. My written claim clearly stated refrigerator. They tried to make me paid the deductible for a second time. I got a run around and after spending months without refrigerator I ended up buying one. They tried to use that again me and never fulfill their obligations. I felt discriminated against and taken advantage.Hope this doesnt happen to other senior citizens.

  Business Response

  Date: 07/06/2023

  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 garbage disposal on 12/13/2021 stating the unit was not turning on. The participating vendor reported the motor failed and the claim was approved for replacement on 1/4/2022.
  The consumer placed another claim for a garbage disposal on 1/22/2022 stating water was not going down. Due to there not being an issue with the garbage disposal and this being a plumbing stoppage issue, this was not considered a recall for the garbage disposal but a plumbing stoppage claim, therefore a service charge fee was due at the time of service. 
  The consumer placed a claim for a refrigerator on 2/2/2023 stating the unit stopped working.  The participating vendor reported the unit did not have a tag on the unit to describe the make/model and serial number and could not locate parts without this information. The consumer submitted information, but without being able to confirm the participating vendor refused to work on the unit. Funds were offered to the consumer on 5/25/2023 as per the policy. 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.
  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. Additionally we have added a free service charge fee to the consumers policy to be used on a future claim. 
  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:06/21/2023

  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.

  Due to bad service, long response times, I want to cancel my policy for the remaining days and have a refund for such amount.The total amount paid was 420 dollars. I am just asking to have a refund for the remaining days A claim was filed on May 12th and resolved until June 14th. I had to call them throught this month several times and also via email and no response.

  Business Response

  Date: 07/06/2023

  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 5/12/2023 stating there was inadequate cooling. The participating vendor reported upon arrival found system inoperable due to a large refrigerant leak from the rusted/corroded coils. As per the policy this claim was determined to be a non-covered condition. 
  A. Air Conditioning System (Platinum Plan Only) Note: 
  Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. 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. 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; 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 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.
  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: 07/06/2023

  
  Complaint: 20217080
  
  I am rejecting this response because:
  

  I have already tried to cancel the policy, but they say that it is not possible.  Their terms say that I have to wait until the end of the contracted year.  I just want to have a prorated refund from the day I wanted to cancel the policy.  This company has very bad reviews and very bad service. They forgot to tell that they took 30 days to resolve, that is unacceptable.  My only mistake was to choose Service Plus without reading the reviews at bbb.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/18/2023

   

  We properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for the consumers negative experience and
  would like to assist with a resolution. As stated within the last response, to cancel the policy as per the Terms & Conditions, they can contact the ******************** who will cancel his policy at that time.

  **************.

  Customer Answer

  Date: 07/18/2023

  
  Complaint: 20217080
  
  I am rejecting this response because:
  
  I am not complaining about the coverage, my complain is about the time you took to resolve which is unacceptable.  A moth is too much for acting.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, I purchased a home warranty from this company. I first use them to help service one of A/C in June 2022, the tech said we need some electrical repair for the A/C, we call the company and stated this along with the tech calling them. I followed up with them for 2 weeks before giving up and fixing it with someone else, all it needed was a new breaker, so it was replaced and the company is saying that they completed this work but they never did. So June 2023 I have me A/C go down again, I called everyday for 10 days before getting a service tech, he came out looked around did a test and said that we were a little low on Freon. I waited 4 days before calling the company asking what they are going to allow them to complete the service. The company than stated that they are not going to allow them to add Freon without a leak test that is not covered by the company because it is not wear and tear. I called the tech he states that it will cost $350, my hubby is on medical for a transplant and we can not afford that right now, then we would have to pay $70 per pound of Freon. The bill according to the tech is $1600. So we have been leaving in a 2 story house with 1 A/C working only upstairs. I will have to pay for someone else to come out and get a second opinion costing unknown amount. I have paid to this company as of today $810 and they always have excuses on why they will not complete a service without me having to pay more than a service fee of $75. They will not let me out of my current contract which expires Dec2023 meaning I will have to pay $240 more making a 2 year cost $1080.

  Business Response

  Date: 06/30/2023

  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 6/1/2023 stating the unit was not turning on.  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 us prior to any repairs to report the failure, parts & pricing. Once approved, 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 6/7/2023 who reported the unit was low on freon and would require a leak detection. 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.
   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 may either use the participating vendor assigned to the leak to perform the leak detection or may get their own vendor out to perform the test. Once we have the results of the leak detection we can proceed forward with the claim. 
  The consumer contacted us on 6/14/2023 to advise they are not able to do a leak detection financially. In an effort to assist we offered to waive 2 months of the monthly fees and offered to add a free service charge fee to the consumers account. The consumer rejected this offer. 
  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:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction is 6/17/2023. I filed a claim for warranty work on my air conditioner that is covered under my warranty. I could not reach the company over the weekend and when I did get in touch with them on the morning of 6/19/2023 they assigned a contractor to repair my a/c unit I find out that he is not even registered to do work for Service Plus. This is the second time I have tried to have repairs done under my warranty only to find out they don't have any contractors who work for them to do repairs.

  Business Response

  Date: 06/29/2023

  Complaint ID:     20207610
  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 6/17/2023 stating there was inadequate cooling. A participating vendor was assigned to the claim the same day. The consumer contacted us back to advise the vendor was not working with ServicePlus. 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 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.
  The consumer contacted us on 6/28/2023 to advise they had the unit repaired on their own as the motor needed to be replaced for $160.00.Although the consumer did not follow the reimbursement process, we advised the consumer we would assist with $160.00 goodwill. Checks are processed within ***** business days.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
  In an effort to resolve this complaint, we have requested the check be expedited and mailed within **** business days of this response.
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.

  Customer Answer

  Date: 06/30/2023

  [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:06/19/2023

  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.

  Have a contract with the business and filed request for service:Prior request : in stead of a refund received notice funds unavailable would not have to pay inital service call charge This request: I have to pay vendor to search for leak and than they would consider reimbursement

  Business Response

  Date: 06/29/2023

  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 5/18/2023 stating there was a break in the line. 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 consumer 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. The consumers vendor reported the unit was missing 8 lbs of freon and a leak test would need to be performed. As per the policy a leak detection is a non-covered condition.  Once the leak detection is completed and we receive the diagnosis we can proceed forward with the claim. 
  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 you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:06/16/2023

  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 have filed five different claims with this company all five claims fall into the perimeter of what Service Plus claims they cover. Most recently a secondary AC unit that was working fine until it just stopped cooling. Filed a claim they sent someone out and that contractor said the warranty company shouldn't have a reason not to approve this claim. But after over a week I asked the contractor if they heard anything. They said. Yeah. They have denied the claim. I'm not real sure what I paid for. I believe the company may be fraudulently putting their own good reviews online. I would love to just get my money back and go with a reputable home warranty company.

  Business Response

  Date: 06/30/2023

  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 heating system on 12/11/2022 stating the unit was not turning on. During the initial claim submittal questionnaire the consumer was asked when the last time the unit was working and they stated 8/23/2022. The consumer was advised that this was a known or unknown pre-existing 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.
  The consumer placed another for the heating system on 12/13/2022 stating the information submitted on the last claim was incorrect and they stated they just moved in and tried to turn it on 12/10/2022. The consumer was advised again that this is a pre-existing condition to the policys effective date of 12/8/2022.
  The consumer placed a claim for the electrical system on 1/9/2023 stating the outside lights were flickering. As per the policy the outside lights are a non-covered condition as the policy covers within the main confines of the home. 
  I. BASIS FOR COVERAGE
  C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.
  The consumer placed a claim for the plumbing system on 4/14/2023 stating the shower handle was dripping. The consumer was advised that faucets/fixtures are a non-covered condition. 
  F. Plumbing System and Stoppage
  Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
  COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builders grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
  NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; leak detections; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; reverse osmosis; water filtration systems; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  The consumer placed a claim for an air conditioner on 6/3/2023 stating there was inadequate cooling. The participating vendor reported a rusted/corroded coil leaking. Due to the unit running low on charge, the compressor to overwork and overheat resulting in a secondary failure. It was determined that this was a non-covered condition as per the policy. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If the consumer would still like to cancel the policy, please contact us at **************.
  
  

  Customer Answer

  Date: 06/30/2023

  
  Complaint: 20195328
  
  I am rejecting this response because:  This is a separate claim. This claim is for the secondary AC unit.  Which not only the home inspection shows in proper working order, ***** heating and cooling was brought out to inspect and said there is a leak somewhere and denied the system was rusted or neglected.  The same thing was said by the warranty companies HVAC people.  Said there is a leak. This worthless warranty company can say and write whatever they want even if two other creditable HVAC companies came to the same conclusion the system looks good with the exception of not knowing where the leak is? And also stated:  "Unfortunately the warranty company is going to do and try everything in their power to deny a claim." Which is what happened here.  I have pictures, statements and bills from HVAC technicians from two separate companies contradicting why the claim was denied. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/13/2023

  Complaint: 20195328
  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. As the policy covers normal wear & tear mechanical failures, this failure does not fall under the scope of the policy. 
  We sincerely apologize for your negative experience. The consumer may send any additional information that pertains to this failure to ************************************ for review. We request this complaint be closed as answered at this time.  For additional assistance, please reach out to us **************.

  Customer Answer

  Date: 07/13/2023

  
  Complaint: 20195328
  
  I am rejecting this response because: I have contacted a nationwide HVAC company to look into my AC problem and they do not understand why this claim was denied either.  They fixed the problem.  There was nothing wrong with the system itself.  This warranty company denies every single claim to only profit from their customers.  

  Read all their negative comments and reviews.  

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

• Initial Complaint

  Date:06/15/2023

  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.

  April ************************************************************************* my house. They took payments of $45 in April and $45 in May. It is now June and I have a problem with a heat pump that is not working. They are refusing to honor the contract and are giving me the run around and a lot of BS double talk. My contract number with them is ******** and the claim number they gave me is 771438.I want them to honor their contract with me and fix my heat pump or I want a complete refund of the monies already paid to them a total of $90 to date.

  Business Response

  Date: 06/29/2023

  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 6/12/2023 stating the unit is inadequately cooling. During the initial questionnaire the consumer was asked when the last time the unit was working and advised 5/22/2023.  The consumer was advised that the policy became effective on 5/24/2023 and if the last time the unit was working properly was 5/22/2023 this was determined to be a known or unknown pre-existing 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 you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 06/29/2023

  
  Complaint: 20189417
  
  I am rejecting this response because: They are lying through their teeth.

  I have a heat pump, it supplies cool air in summer and heat in winter.

  I told these idiots that the last time I had the air on was around the 5th or 10th of Sept 2022, Dis not need to use it *** to moderate temps. Turned on the heat part of the unit on or about Nov. 15 2022, and did not shut the system down until the temp. moderated on or about April 10 2023. I did not have cause to need heat and or air until May 20, 2023 when I turned on the air and found it was not working..

  So they are not only scammers they are complete liars and as far as I am concerned they can go to ****.

  As I told you in a previous e mail today they have been harassing me for payments to the tune of ten contacts a day between e-mails, texts and phone calls since the 24th of this month. That is due to the fact that I instructed my bank to stop all payments to them on the 22nd of this month. When they tried to get their payment on the 24th they could not get it, so every dat since then they have called, emailed and texted me, the 2th, 25th, 26th, 27th,28th and two calls today the 29th.

  They do not want to honor agreements all they want are monthly payments.

  I have contacted a lawyer, have a meeting with him on the 7th of July and will possibly *** them for breach of contract and harrasement.

  Now thats where I stand on this. I am 79, a veteran, and just had a hip replaced and may have to have the other one done. I hope they are proud of themselves in taking advantage of the elderly and veterans.

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

  Business Response

  Date: 07/13/2023

  Complaint: 20189417
  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.  
  The consumers account was cancelled as per the Terms & Conditions of the policy. 
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be 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 sincerely apologize for your negative experience, but this failure is not included in coverage.  In an effort to assist the consumer we waived the $50.00 administrative fee at the time of cancellation. We request this complaint be closed as answered at this time. For additional assistance, please reach out to us **************.

• Initial Complaint

  Date:06/14/2023

  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.

  I spoke to a sale agent and they told me misinformation. He stated I had to sign up right then to have a price break. I was charge before I could read the policy. I read the policy within 48 hours and called to cancel because the sales rep lied to me they then stated I would need to pay a little bit more to cover my hot tub and due to inconvenience they would provided me with a one time no charge service call. When I called for a service call someone called me and said they would schedule a tech to come out and repair my ice maker. One hour later I received a email stating it was covered because it was within 30 days of the policy opening. I requested 3 different time to cancel this policy and to refund do to Misrepresent and they wouldn't cover a new claim because " they n ver cover claims within the 1st 30 days they consider it pre exciting " I then requested to cancel again. They didn't . Do not work with this company they are a fraud . I want all my money back and I want the policy terminated!!!

  Business Response

  Date: 06/29/2023

  Complaint ID:     20184849
  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 ice maker on 5/27/2023 stating it was failing to produce ice as of 5/26/2023. The participating vendor reported the ice maker does work after being defrosted,the freezer is working properly and no signs of another issue.  
  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 on 6/14/2023. A chargeback was received which we accepted and refunded $42.00 on 6/15/2023.
  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. 
  We sincerely apologize for your negative experience. We request this complaint be closed as answered at this time. If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:06/14/2023

  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 am complaining to report that Service Plus has been withholding a $250 check that was the result of a malfunctioning microwave claim filed in April 2023. Service plus arranged a video call with a technician in April who confirmed that the microwave was malfunctioning. Instead of sending someone to repair it, Service Plus told us they would send a $250 check. The claim was approved on May 2nd and we have called a couple of times and they haven't yet sent the check. They did immediately charge the $60 fees for the technician. Today, when I called and escalated to a supervisor, the supervisor and claims rep first told me that the contract says it can take 6-8 weeks for the check to be paid. I asked them to show me where on the contract it says that. Then the supervisor changed his tune and said it takes 30 business days. I told him ***************************************************** It appears they have been trained to avoid paying any money. Essentially, they want you to stay with a broken microwave for eight weeks or even more, while you call again and again to try to get them to send them *********** check.

  Business Response

  Date: 06/26/2023

  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 claim was approved for funds on 5/2/2023. Under normal circumstances checks are processed within ***** business days which we are still within that time frame. 
  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. 
  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 **************.