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

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

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

• Initial Complaint

  Date:06/14/2023

  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.

  AC. OUTSIDE CONDENSER NEEDS REPLACING. BUSSINESS IS PUTTING ISSUE ON TECH. THEY BEEN PROLONING ME FOR MONTHS.

  Business Response

  Date: 06/23/2023

  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 3/31/2023 stating there was inadequate cooling. Due to limited availability of participating vendors and to not delay service the consumer was offered reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The consumers vendor would need to contact us prior to 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 4/5/2023. Due to delays in receiving a diagnosis from this participating vendor we had to reassign the claim to another vendor.  The consumer was offered reimbursement again but rejected the offer. A participating vendor was assigned to the claim, and we are currently waiting for the diagnosis. 
  We sincerely apologize for the delays as we have no control over the vendors availability which is why reimbursement was offered. 
  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: 07/06/2023

  
  Complaint: 20183385
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 07/06/2023

  
  Complaint: 20183385
  
  I am rejecting this response because:
  The business continues to send technicians out until they find one to give them a loop hole. They are saying nothing is covered no matter what claim I file.  I want them to at least try to fix my issue by putting stop leak in unit.
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/09/2023

  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.

  We filed our first claim with Serviceplus to repair our stove. After almost a week, instead of 48 hours they stated, they sent us an email stating that we needed to find our own contractor since they couldn't find one of theirs. We would have to call for further approval if it was more than $200. We had the stove repaired and sent off the claim form on March 14th for $125 after our service call fee. It clearly states payment can take 30 business days. They came back with questions and finally processed the claim on March 17th. In April we started calling and received nothing but excuses that it was on it's way, "give it 8 weeks", "give it until Monday then call us back" or just hanging up on us. It has now been 60 business days and today the person told me it doesn't matter that it is overdue we would receive our check soon and just needed to wait before hanging up again. At this point the whole contract is pointless if they can't provide service and won't pay for the claim. I would rather just have the $900 back that I paid for the policy since they aren't honoring any of it.

  Business Response

  Date: 06/19/2023

  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.  
  We apologize for any inconvenience this may have caused. In an effort to resolve this complaint we will expedite the check within 5-7 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 ###-###-####.
  
  

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a home warranty for 5 years for $1800. Called to request service for a warranty item. Guaranteed 48 hour service response. Service response was 4 phone calls and 5 days later. Meantime, I contacted another company on my own after waiting several days in the house with guests in town and no air conditioning. They came out the same day and said they would repair it right then so contacted Service Plus to ask how to handle it and they said I would have to summit a quote and wait for approval then pay for it myself and would be reimbursed in about 8 weeks. I told the repair people that had come out that I would have to get back to them due to Service Plus assured me someone would be out in the morning. No one showed up until 3 days later. When then finally did show up company said claim denied. Originally stated due to lack of maintenance. I provided proof of regular maintenance receipts. Next it changed to the ** unit was too old. I then asked where it stated that there was an age requirement on equipment services. Then it changed to the equipment was rusted. I have pictures of part needed repaired and there is no rust or corrosion visible on the part or anything attached to it needing repaired. Their response was still denied. I then stated just refund me for the remainder of the policy that you don't pay out on anyways and i was told no refunds. Then after talking to several managers i was offered $400 towards the $880 repair. I stated you need to pay the whole amount or just refund me balance of policy and i will pay for it myself and it was stated again no refunds. When i purchased the policy i was going to do it for 1 year but i was reassured i could cancel at any time for 100% refund on remainder of policy term at any time so i went with the 5 years at a better discount based on what was stated. Please help me mitigate these scam artists and expose them for their fraudulent practices

  Business Response

  Date: 06/19/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 6/2/2023 stating the unit was not responding to the thermostat. 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 SPHW 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 stated they would think about going through reimbursement. A participating vendor was assigned to the claim on 6/7/2023. The participating vendor reported the unit was leaking freon from the ******** valve and the blower wheel hub is rusted and failed. It was determined that this is a non-covered failure as per the policy. 
  A. Air Conditioning System Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except: NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  The consumer placed a claim for an air conditioner on 6/10/2023 stating the 2nd unit had inadequate cool air.  A participating vendor was assigned to the claim on 6/12/2023. The consumer contacted us back the same day to advise the vendor could not service them for at least 2 weeks. The consumer was advised of reimbursement and accepted. The consumers vendor reported the unit was completely out of freon. We requested additional information from the consumers vendor which we are still waiting for as nothing has been received to date in order to proceed forward with this claim. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 06/19/2023

  
  Complaint: 20162137
  
  I am rejecting this response because:
  The information the business is supplying is false. I will gather further evidence from 2 other repair companies that counter their statement and present their statement as inaccurately reporting to the BBB.

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

  Business Response

  Date: 06/29/2023

  Complaint ID: ********
  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 1ST air conditioner claim failure was as a result of a non-covered condition.  
  For the 2nd air conditioner claim, the vendor reported the compressor failed but the unit is using R-22 so the system would need to be upgraded. It was determined this was a partially covered claim as upgrades are a non-covered condition. 
  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.
  VII. GENERAL LIMITATIONS OF LIABILITY
  G. This Agreement does not cover any costs associated with construction, carpentry, or other modifications made necessary by the repair or replacement of existing equipment or installing different equipment. This Agreement does not cover any costs associated with any upgrades or modifications to comply with federal, state, and/or local law, code, regulation, or ordinance. All such costs are your responsibility.
  H. SEER **************** Efficiency Ratio) operational compatibility: If we elect to replace an air conditioning condenser or heat pump unit, and it becomes necessary to make a mechanical modification to the evaporator coil in order to provide operational compatibility, we agree to pay the covered costs for one (1) of the following, determination is at our sole discretion, only: expansion metering device, or coil, or air handler. This Agreement does not cover any costs associated with modifications or upgrades required to match efficiency value, rating or ratio.
  We sincerely apologize for your negative experience. We request this complaint be closed as answered at this time. For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:06/08/2023

  Type:Product 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.

  Home warranty policy in place since2022. First claim to replace non functioning garbage disposal. Service plus could not find a plumber who was willing to work with them. My first clue this might be a problem. Per phone call customer service gave me the go ahead to get it repaired and provide documentation of cost with receipts, which was done on multiple occasions. Work was completed and documents for reimbursement was completed on April 7,2023. On or about May 19 after several previous attempts by phone and email over the previous 6 weeks I was able to talk with live service representative who indicated they had 60 days to reimburse me which she quoted to be June 7. As of today June 8 I am still waiting for the $190.00. I will never recommend this company to anyone. It would be nice to get full reimbursement of 2000.00 dollars I put out for a life time policy. My money surely could have been better spent.

  Business Response

  Date: 06/19/2023

  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 6/16/2023. 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: 06/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim *******, opened on 5/29/2023 with Total Home Protection (also known as ServicePlus)
  Claim is regarding non-working exterior air conditioner unit.
  On 6/3/23- Email received denying claim, stating that rust is not covered.
  The unit in question is 40 years old- how is normal rust accumulated over 40 years not "normal wear and tear", as covered in the contract?
  This is the second claim denied by Total Home Protection/ServicePlus in the years I've been with them - the first claim for my dishwasher was also denied for a "loophole".
  In my experience, the company is in the business of collecting premiums and fees and not in coverage of homeowners.

  Business Response

  Date: 06/19/2023

  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 5/29/2023 stating the outside unit was not working. The participating vendor reported there was a leak on the rusted evaporator coils. As the policy covers normal wear & tear mechanical failures, this was determined to be a non-covered condition. 
  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, Schrader, 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.
  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 ###-###-####.
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on our refrigerator about 4 months ago and it took that long for a technician to finally come out. They are poor communicators and failed to respond on several occasions and when the technician finally made it out it was determined that the refrigerator needed a compressor. They determined that the part would not fix the problem but no one told us. Then they decided to offer us $300 for replacement and again no one contacted us. This has been a long drawn out process and regardless of what section 7 says in the policy because of the delays and lack of professionalism we are definitely entitled to more than $300. I've lost double that in food waiting on a technician. And this company really needs to be investigated.

  Business Response

  Date: 06/19/2023

  Complaint ID:     ********
  Thank you for contacting us with the above referenced
  complaint. We treat each complaint with the utmost respect and use this
  feedback to better serve our valued customers. 
  Understandably there are two sides to every story and always look for a
  fair resolution between all parties.
  The consumer placed a claim for a refrigerator on 12/4/2022
  stating the unit was not cooling.  A
  virtual vendor was offered to the consumer and accepted on 12/6/2022. The
  vendor reported a faulty relay, which the part was ordered to be sent to the
  consumer. The consumer was advised the part would be delivered within a few
  days and offered to get their own vendor to install with reimbursement.
  Reimbursement is where the consumer gets a local vendor to come out to install
  the part. A reimbursement check is then sent to the consumer upon receiving a
  copy of the paid receipt. On 2/7/2023 the consumer contacted us to advise they
  were not able to get a vendor out to install so we submitted for a participating
  vendor to be dispatched. A participating vendor was assigned on 2/9/2023. The
  consumer contacted us on 4/25/2023 stating the vendor was not responding. A new
  participating vendor was assigned to the claim on 4/28/2023.  The vendor assigned to install the start device
  then reported that after repairing, the compressor was in failure as well.  Due to the age of the unit and potential
  additional failures it was determined that funds would be sent to the consumer
  which was accepted on 6/7/2023.
  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
  Trade Service Call Fees and Plan Fees are made current.
  Checks are processed and mailed within 30-45 business days.
  Due to the length of time this claim has taken we requested the check be expedited.
  The check was mailed on 6/16/2023.  
  All claims have been properly serviced in accordance with
  the Service Agreement - all contracts have inclusions as well as exclusions. We
  are committed to providing a positive customer experience and doing the right
  thing for all our customers, contractors, employees, and our company.
  We have an unwavering commitment to uphold our founding
  ideals to provide industry-leading home warranty products and exceptional
  services to the customers we're privileged to serve.  If you have any further questions, please
  contact us at ###-###-####.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In oct. 2022 I change my home owners warranty, company to service plus. On April 4 of 2023. I made a call to service plus to schedule a time to have my washing machine fixed as it was not agitating making noises. When I called, I was informed that there was going to be a virtual diagnosis done and that I had to pay $20. I was instructed that after the virtual appointment they would determine whether somebody needed to come out to my residence to work on my washing machine. I paid the $20 and I was told that my virtual appointment was at 6 PM that night. At 6 PM. No phone call I received a text saying that I had been changed to 7 PM. At 7 PM there was no call. The next day I called service plus again they said sorry but it’s on Thursday, I gave you the wrong date Thursday came around and I had my virtual diagnosis. The tech determined that someone would probably have to come out and fix my washing machine. After not hearing anything that following day so I called SP back. SP said i could call my own technician, pay them upfront if it’s under $200 and they will reimburse me. When the tech was at my house he spoke to SP & told them what was wrong and they said to fixed it. The tech’s office submit the paperwork that was requested from service plus. I never heard anything so I called SP to get an ETA on my reimbursement. After waiting on hold for 27 minutes I told the customer service I didn’t need to be reimbursed for the washing machine repair because I had already paid for it. I wanted my money back so that I could go elsewhere. Customer service transferred me to a lead customer service or manager of some sort who stated they they are reimbursing me and will be for filling my contract requirements therefore they will not reimburse my money. When I asked how many times I have called and the date of the first time I called. 9 times I had to call and still not reimbursed. My first call was April 4 2023 today is June 7, 2023., I do not recommend this company!

  Business Response

  Date: 06/19/2023

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes washer on 4/4/2023 stating the unit was not spinning, but would just stop and beep. The consumer was offered a virtual appointment which was accepted. The virtual vendor recommended a vendor go out to the home. In an effort to not delay service the consumer was offered to go through reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The consumers vendor would need to contact us prior to 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 consumers vendor reported there was a screw that was loose for which it was cleaned out and replaced. The claim was approved for reimbursement on 6/7/2023. Checks are processed within 30-45 business days. 
  All claims have been properly serviced in accordance with the Service Agreement. 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 processed and mailed within 7-10 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 questions, please contact us at ###-###-####.
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company should be shut down! I have prepaid for a year and never had a claim. My fan blade broke on my a/c unit on Memorial Day. I filed a claim online and didn’t hear anything from them until Friday night at 10pm, when they had sent an email stating they couldn’t find a contractor and I would need to send in a diagnosis and estimate to their authorization department…but guess what…THEY ARENT OPEN ON THE WEEKEND! Since I had had enough of 90 degree weather with no air I had it fixed myself. My claim status has changed to “sent reimbursement” over the weekend. But when I called on Monday to show them my receipt, they have now closed my claim and are denying any reimbursement because I didn’t have it approved first.

  Business Response

  Date: 06/19/2023

  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 5/29/2023 stating the fan blade broke on the outside unit. Due to the limited availability of participating vendors and to not delay service the consumer was offered to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact ServicePlus prior to any repairs to report the failure, parts & pricing. Once approved, a check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor reported on the blade was cracked and replaced on 6/2/2023. As per the policy this is a non-covered condition. 
  I. BASIS FOR COVERAGE
  A. Become inoperable due to normal wear and tear; and
  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. 
  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:06/05/2023

  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.

  The company is a scam and the sales people are not honest during the solicitation of the product and i am only being told the truth when i made an attempt to make a claim. They are not honest with their customers and will do anything to deceive the customer just to get a sale. I called and they told me i could not cancel and that i would be reported to the credit bureau. I want my policy cancelled and never to be billed again by these crooks

  Business Response

  Date: 06/15/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 4/27/2022 stating the unit was leaking water. As per the policy this is a non-covered condition.
  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 consumers policy was cancelled on 6/5/2023, we received 4 chargebacks for which we accepted and the consumer was refunded 4 payments of $42.00 on 6/7/2023 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.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:06/05/2023

  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 purchased warranty for 6 years from 01/30/2021 to 01/31/2027 for three of my properties.Contract # s *********, ********* and ********* Service plus has avoided paying for services covered under the warranty under one excuse or the other. I ended up paying 100% for claim #s ******, ****** and ******.Also, they closed Claim # ****** for Gas range without sending a repair person!I have asked for a written explanation for not approving following claims - still waiting.Claim #****** for Roof Leak Claim # ****** for Air Conditioning Claim # ****** for Leaky Water Heater

  Business Response

  Date: 06/15/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an oven on 12/26/2022 stating there was a spark from the k**** without even using.  Initially it was determined that the k**** were a non-covered condition.
   J. Oven/Range/Stove/Cooktop
  COVERED: All mechanical components and parts, except:
  NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; lighting; clocks (unless the clock affects the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; downdrafts; range exhaust hoods; independent telescoping range exhaust; exhaust fan not solely for venting range/cooktop fumes; filters and screens; venting; sensi-heat burners will only be replaced with standard burners; drip pans; self-cleaning mechanisms including door latches; commercial units.
  We reached out to the consumer numerous times to get additional information. The consumer contacted us on 6/9/2023, and a participating vendor was assigned to the claim on 6/9/2023.
  The consumer placed a claim for Limited Roof Leak on 10/4/2022 stating there was a leak within the home. The participating vendor reported there were exposed nails that rusted allowing water to leak down the right side of the chimney. As per the policy this is a non-covered condition. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  The consumer placed a claim for an air conditioner on 8/4/2022 stating there was inadequate cool air. The participating vendor reported the upstairs unit had a faulty contractor. It was also reported that the unit was 3lbs low of freon and the downstairs unit was 4lbs low of freon. The units would need a leak detection in order to determine where the leaks were coming from. Once it was determined where the leaks were coming from, we could proceed with the claim. As per the policy, leak detections are a non covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  The consumer could have used the participating vendor or got a vendor on their own to perform the leak detection. Weve never received the results of a leak detection test for either unit to date. 
  The consumer placed a claim for a water heater on 7/21/2022 stating the unit was leaking from the pipe. The participating vendor reported the unit was leaking water and there was corrosion on the release valve and the unit was leaking water from the base of the water heater. As per the policy this is a non-covered condition. 
  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.
  In an effort to assist the consumer we offered $250.00 goodwill to be paid to vendor which was rejected. 
  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 **************.