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

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

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:02/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for my refrigerator last week, and I was assigned to a tech via virtual appointment who diagnosed the issue as a faulty compressor. Per an email sent from **** *****, the compressor was a covered item. I called them days in a row and they said the diagnostics was waiting for authorization. Days later I got an email saying the parts had been ordered. The tech came out to install the parts today only to find out that the compressor was not ordered but other parts. Serviceplus claims they did not cover leakages. What leakages? They wasted over a week of my time, order the wrong parts, and then deny my claim.

  Business Response

  Date: 02/17/2025

  Complaint ***********
  Thank you for reaching out to us regarding your recent complaint. We truly value your feedback and are committed to addressing each concern with the utmost respect. We understand that every situation has multiple perspectives, and our goal is to ensure a fair and balanced resolution for all parties involved.
  On January 29, 2025, a claim was placed for a refrigerator, citing inadequate cooling and an unusual noise. Our participating vendor assessed the issue and suggested the possibility of a start relay or compressor problem. To confirm, the necessary parts were ordered and replaced. However, after completing the repair, the vendor identified corroded freon lines and compressor, which led to a further investigation.
  In accordance with our policy, the failure to the freon lines and compressor caused by rust or corrosion are classified as non-covered conditions. This is outlined in our General Limitations of Liability, Section VII, which includes the following exclusions:
  Malfunction or improper operation due to rust or corrosion of any systems and appliances.
  Collapsed ductwork, and
  Known or unknown pre-existing conditions, deficiencies, and/or defects.
  All claims are handled in line with the terms of the Service Agreement, which clearly outlines both covered and non-covered conditions. While we are unable to cover the cost of repairs related to corrosion, please know that we are dedicated to delivering a positive experience to all of our customers and resolving issues in a fair manner within the scope of our policies.
  If you have any further questions or concerns, please feel free to reach out to us directly at **************.
  
  

  Customer Answer

  Date: 02/21/2025

  
  Complaint: 22913778
  
  I am rejecting this response because: I paid a deductible for the a diagnostics. If the part was not covered, why did you order the part to begin with? Had I been told that the part would not be covered, I would have immediately purchased another refrigerator. Because of your misdiagnosis of the problem, I threw away hundreds of dollars of food because I knew the refrigerator would be fixed the following week at the latest. And why was ***** trying to offer me a replacement refrigerator? I have an email from him. If this were to go to court, a judge would find it weird, don't you think so?

  1. I expect you to at least cover at least a portion of the food thrown away. One of your **** offered $150. Apparently that was never processed according the rude man I spoke with after. 

  2. My subscription was paid for the month of February and a couple of days in March. However, when I cancelled it, my subscription was no longer effective starting on that day. If that is the case, I need a prorated refund. 

  I hope you guys recorded all the calls because I sure did, and I let your **** know each time. 

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

• Initial Complaint

  Date:02/07/2025

  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 a claim on 9/19/2024 for our washer, we had to pay a 3rd party technician to evaluate our clothes washer, which cost us $150 out of our own pocket because we could not get a technician that would accept ServicePlus, they say Service Master takes months to pay and sometimes does not reimburse them at all. We finally got a prorated $300 check approved from Service Master to get a new washer. It is now 2/7/2025 and after repeatedly telling us the check was in process, they again today said they could not tell us when the check would be mailed. Beware of doing business with this company, call your local appliance repair companies to ask if they will work with Service Master before committing to a one year non-cancellable agreement.

  Business Response

  Date: 02/11/2025

   

  Hello,

   

  I am unable to locate this consumer in our system by the email address, name or phone number. Can you please provide a policy number or coverage address so I can locate in our system.

   

  Best Regards,

  *****

• Initial Complaint

  Date:02/04/2025

  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.

  My claim was not honored cause I was told my heating unit was to old. I called to cancel my monthly payment and was told they would not cancel my draft. Said I needed to have service for a year before they would cancel. I never signed anything to agree to this. I want this monthly draft stopped.

  Business Response

  Date: 02/13/2025

  Complaint ***********
  Thank you for reaching out to us regarding the above-referenced complaint. We treat all complaints with the utmost respect and carefully consider feedback to improve our services for our valued customers. We understand that there are two sides to every story and strive to find fair resolutions for all parties involved.
  The consumer placed a heating system claim on November 15, 2024, citing inadequate heating. The participating vendor reported that the unit required a new fan run capacitor, a new transformer, and a new fan motor. Additionally, the vendor noted that the unit was extremely dirty and had not been maintained for quite some time, with dirt clogging most of the motor.
  As per the policy, failures resulting from a lack of proper routine maintenance are considered non-covered conditions. Specifically, the Service Agreement includes the following limitations:
  VII. GENERAL LIMITATIONS OF LIABILITY
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. It does not cover failures caused by, among other things, abuse, misuse, neglect, lack of maintenance, rust, corrosion, chemical or sedimentary build-up, and various other conditions, including failures due to mold, mildew, and other environmental factors. We are also not responsible for repairs related to drywall or rough finish on claims that are not covered.
  The outcome of this claim was determined based on the cause of the failure, not the age of the unit.
  We have serviced all claims in accordance with the Service Agreement, which contains both inclusions and exclusions. We remain committed to providing a positive customer experience and doing what is right for our customers, contractors, employees, and the **********************.
  We are dedicated to upholding our founding ideals of offering industry-leading home warranty products and exceptional services. If the customer would still like to cancel the policy as per the Terms & Conditions, they may contact us at **************.

• Initial Complaint

  Date:02/04/2025

  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.

  Monthly on the 8th day of each month a drafted amount of $57 goes to service plus warranty for repair. I've requested to discontinue warranty because my hvac is old and can no longer be serviced. I will not be buying a new unit because of health reasons. Going forward there will no longer be a unit to service.

  Business Response

  Date: 02/11/2025

  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 heating system on 11/26/2024 stating there was inadequate heating. A participating vendor reported wires were burnt, a fuse was blown and the high limit switch failed. The vendor also reported the unit was low on freon. The claim was approved as per the policy. The consumer contacted us back to advise there was still an issue, we advised we can send the vendor back out on a recall to see if additional repairs were needed which the consumer 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 **********************.
  We want to emphasize that we value this consumer as a customer. Its always our goal to maintain positive, long-term relationships with the customers we serve.
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If the consumer would like to cancel the policy, please contact us at **************.

  Customer Answer

  Date: 02/11/2025

  
  Complaint: 22897343
  
  I am rejecting this response because:  I have requested on two occasions that I wanted the service contract canceled.  I wrote to BBB to assist me in getting the contract cancelled.  I do not want the heating system repaired because I was told the heating system was too old and can not be repaired due to no access to parts.
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 02/21/2025

  Complaint ID:   ********
  We sincerely apologize for any negative experience youve had and appreciate the opportunity to address your concerns. Our goal is always to provide the best possible service and ensure a fair resolution for our valued customers.
  As mentioned in our previous response, if you wish to cancel your policy, you may do so by calling us at **************, in accordance with the Terms & Conditions. We understand that these situations can be frustrating, and we are here to assist you in any way we can.
  
  

• Initial Complaint

  Date:02/03/2025

  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.

  About my ** I Call To make a claim for a repair of my AC they took my information ok it was in summer June 2024 never got a reply from the office then I called them back they told me they are still working on it nothing was done then I had a guy name **** finally answered me back he said i am going to take care of the solution for me I said okay he is worse then the other person I talk too they old me $500 dollars every time I call they say check on the way nerve got it please can someone help please

  Business Response

  Date: 02/06/2025

  COMPLAINT ID:  ********
  Thank you for reaching out regarding the above-referenced complaint. We take all customer concerns seriously and value feedback as an opportunity to enhance our service. Our goal is always to find a fair resolution for all parties involved.
  The consumers check was authorized on November 7, 2024, and mailed to the address on file on November 22, 2024. On December 20, 2024, the consumer contacted us to report that they had not received the check. In response, we stopped payment on the initial check and issued a replacement, which was mailed via **** on January 9, 2025.
  We regret any inconvenience this may have caused and appreciate the consumers patience throughout this process. Our commitment remains steadfast in providing industry-leading home warranty products and exceptional service to the customers we are privileged to serve.
  If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19, 2013 I paid Service Plus Home Warrenty $2,250.00 for a 6 year appliance warrenty. I filed a claim on January 20, 2025 and there has been no action taken. I attempted to call the company 6 times and got a recording stating they were not taking calls at this time and to call later. There are many complaints about this company and I hope I have not been scammed out of this money. I am retired and on a fixed income and have many medical expenses from surgeries and hospitalizations. Any assistance you could provide would be appreciated.

  Business Response

  Date: 01/31/2025

  Complaint ID: ********
  Thank you for reaching out regarding the above-referenced complaint. We take all customer concerns seriously and value feedback as an opportunity to improve our service. We understand that there are always two sides to a situation, and we strive to reach fair resolutions for all parties involved.
  The customer initiated a claim for a built-in microwave on 1/21/2025, reporting inadequate heating. A participating vendor was assigned the same day, and an email was sent to the customer with the vendor’s name and contact information. The customer was advised to coordinate a mutually convenient appointment with the vendor. On 1/29/2025, we were informed that the vendor had visited the home to diagnose the issue. We are currently awaiting the vendor’s diagnosis.
  All claims have been handled in accordance with the Service Agreement, which outlines both inclusions and exclusions. We remain committed to delivering a positive customer experience and upholding our core values of fairness, integrity, and exceptional service.
  Our dedication to providing industry-leading home warranty products and outstanding service remains unwavering. If you have any further questions, please contact us at ###-###-####.

• Initial Complaint

  Date:01/22/2025

  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.

  Paid monthly for warranty and first time to place claim and they don't show up the finally show piad additional 75 and they are refusing to repair pipes. This is a scam.

  Business Response

  Date: 01/31/2025

  Complaint ID: ********
  Thank you for reaching out regarding this complaint. We take all customer feedback seriously and use it to continually improve our services. We understand that every situation has multiple perspectives, and we strive to find a fair resolution for all parties involved.
  The consumer filed a plumbing system claim on January 19, 2025, reporting a leak. A participating vendor inspected the issue and determined that the toilet is leaking from the bottom due to a cracked ******, and the wax ring also needs replacement. Per the terms of the Service Agreement, we authorized the replacement of the wax ring, while the ****** is considered a non-covered condition.
  Relevant Policy Terms Plumbing System and Stoppage
  Covered: Leaks and breaks in water, drain, gas, waste, or vent lines (excluding damage caused by freezing or roots), toilet tanks, bowls, and mechanisms within the tank, as well as toilet wax ring seals.
  Not Covered: Flanges, plumbing under the ground or slab, stoppages caused by foreign objects, bath tubs, sinks, bidets, faucets, fixtures, and other specified exclusions.
  The consumer informed us that a private vendor quoted a repair cost of $175.00. We advised the customer that the vendor should contact us once on-site on January 31, 2025, for further coordination.
  All claims have been processed in full accordance with the Service Agreement, which outlines specific inclusions and exclusions. Our commitment remains unwavering in delivering a positive customer experience and maintaining fairness for our customers, contractors, employees, and **********************.
  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 01/31/2025

  
  Complaint: 22844609
  
  I am rejecting this response because:
  No plumber ever came out just restorative company and never looked at issue just sent pictures of actual toilet and not pipe or wax ring. We have waited 3 separate days all for no show plumbers and as of today1/31 they said they will show up on Monday. I have waited over 2 weeks for this simple repair while sewage has been leaking into my home . I am done waiting! They were paid monthly and deductible and I have not even had a real inspection or repair!
  
  
  Regards,
  
  ********* ******

  Business Response

  Date: 02/13/2025

  Complaint: 22844609
  We have thoroughly addressed this complaint, and as mentioned in our previous response, the customer stated they had contacted a local vendor who quoted $175.00. The customer was informed that they needed to have the vendor submit a diagnosis and pricing to us. However, to date, we have not received any communication from this vendor.
  On February 4, 2025, we assigned a participating vendor to the claim and reached out to them to confirm service. The vendor informed us that the customer canceled the appointment, stating that services were no longer required.
  We sincerely apologize for the consumers negative experience. If the customer would like to submit a copy of the paid receipt for review, they can do so by emailing **************************************************************
  We politely request this complaint be closed as answered at this time. For further assistance, please do not hesitate to contact us at **************.

• Initial Complaint

  Date:01/22/2025

  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.

  None payment to me of work that I had to pay for because they broke the contract and didn't appoint a service man to my claim within 48 hours. They approved payment in September of 2024, and to date, still have no payment to me! I filed the claim in June of 2024

  Business Response

  Date: 01/31/2025

  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 circumstances beyond our control, there have been some delays with checks which we are aware of and working diligently to resolve. 
  The customers check was mailed 1/16/2024. We apologize for any inconvenience this may have caused. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payment of $175 was to be paid every three months by credit card. They have been charging every month. When called they said couldnt pay us back and we were paid for three years. Service is none existent.

  Business Response

  Date: 01/23/2025

  Complaint ***********
  Thank you for contacting us regarding the above-referenced complaint. We value every customers feedback and treat each concern with the utmost respect. This input allows us to continually improve and better serve our valued customers.
  We recognize that there are always two sides to every situation, and we strive to reach fair and balanced resolutions for all parties involved.
  The consumer purchased a 3-year policy with an additional 6 months free on 7/17/2024 at the promotional rate of $1,050.00. This rate was structured into 6 consecutive monthly payments of $175.00.
  The consumer placed a claim for Limited Roof Leak on 1/13/2025 stating that shingles fell off. The consumer was advised this was a non-covered condition as per the policy. 
  B. Limited Roof Leak
  Note: Coverage applies to single family homes only.
  COVERED: Repair of shake and composition roof leaks over the occupied living area.
  NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  All claims have been handled in accordance with the terms outlined in the Service Agreement, which clearly specifies both inclusions and exclusions. We remain committed to delivering a positive customer experience and ensuring fairness for our customers, contractors, employees, and the **********************.
  Our mission is guided by our founding principles of providing industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If the consumer would like to cancel the policy as per the Terms & Conditions, please dont hesitate to contact us at **************.
  
  
  

• Initial Complaint

  Date:01/14/2025

  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.

  Washer stopped working. Called and reported a claim. Repair man come. Paid him $75 as per policy. Policy state repair or replace of appliance. Technician ordered parts. Did not receive a call or email from service plus. When I called a couple of weeks later. They told me the appliance was too old to replace. Informed me a check was coming for $257 I informed them that was not enough money to replace washer. They told me due to age of the washer. They would not replace washer. It is around 17 years old. A check was approved on 10/22/24 for the $257. Was told it would take 8-10 weeks before the check would be sent which would have been 12/22/24. They just keep telling me it would be sent. Still no check. Have spoke to many different employees and Supervisors that keep telling me the same thing. In the meanwhile they told me the account has to be up to date before a check will be mailed. I keep having to pay a company that has not done what they were suppose to do. So I want to choose another insurance company, but I am still paying for a service that was not done as promised. I want the money I am owed, then I will cancel policy and go with a different insurance company.

  Business Response

  Date: 01/23/2025

  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 circumstances beyond our control, 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 **************.