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

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

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

• Initial Complaint

  Date:06/02/2023

  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.

  Good Evening, I am ***************************** a customer with address of *********************************************************************************************. I filed a claim to have **** serviced due to inoperability three weeks ago. I have yet to get a technician out to even look at it. As a result of the heat my fiance has gone into pre-term labor suffering through heat of greater than 80 degrees in the house! This is poor service. Additionally, contact with the technician has been made four times in which he states he is on his way or will be here tomorrow. This company should have better contractors if you choose to sale warranties in this area. Additionally, nearly three months ago, a file was claimed for the **** in which proper channels were followed and paperwork and still have not received the reimbursement check. Please contact me ASAP to get these issues resolved soonest!

  Business Response

  Date: 06/13/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 5/19/2023 stating the coil was frozen. Due to limited availability of participating vendors and to not delay service, we offered the consumer reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact ** prior to any repairs in order to report the failure, parts & pricing. Once approved, a reimbursement check is sent upon receiving a copy of the paid receipt. The consumer rejected this offer.  Multiple searches were done in order to get a participating vendor assigned to this claim, but we were unable to secure a vendor with any immediate availability. The consumer was advised that reimbursement would be the only option at this time. We have not received a diagnosis from the consumers vendor. The consumer may submit the diagnosis or paid receipt to ************************************ for review.
  The consumer placed a claim for an air conditioner on 3/2/2023 stating the unit was not turning on. Due to limited availability of participating vendors and to not delay service, we offered the consumer reimbursement. The consumer accepted and the claim was approved for reimbursement on 4/4/2023. The check was mailed 6/8/2023.
  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:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5.15.2023 I placed a service call for my dryer that stopped working, which I am paying for the service to repair as needed. After a mentally stressful debate on their responsibility as per the contract, they finally advised that they will have the service company email me to set up a date; this was on 5.25.2023. It is now 6.2.2023 and I am yet to receive the email to schedule the ************* for repair.I have been calling inquiring on this email and every time their response is "wait for the email".After reading several reviews on BBB, it appears that they are not consistent with their services, which is unfair and disheartening to a customer who is paying for a service who they thought they could trust.

  Business Response

  Date: 06/13/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes dryer on 5/15/2023 stating the unit was not heating. During the initial call-in questionnaire, the consumer was asked when the last time the unit was working properly and the consumer advised 5/11/2023. 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 ** 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 requested we keep looking to secure a participating vendor. At this time, we offered a virtual diagnosis. A participating vendor was assigned to the claim on 6/2/2023.  We received a diagnosis that the belt switch and the door switch had failed. It was determined that the multiple mechanical failure could not have happened within the short life of the policy and was a known or unknown pre-existing condition to the policy which is a non-covered condition. 
  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.
  We sincerely apologize for the consumers negative experience with the representative the consumer spoke to. We have taken strict disciplinary action in an effort to correct the employees behavior. Customer satisfaction is something we take very seriously and anything less than ensuring the consumer is completely satisfied is unacceptable. The director of resolutions has tried to reach out to this consumer to go over the claim and reimbursement but was only able to leave a message to contact them back at this time. 
  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  Although this is not a covered repair, the consumer may send in a copy of the paid receipt for reimbursement. The consumer may send a copy of the paid invoice to ************************************ Once received, 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 **************.
  
  

  Customer Answer

  Date: 06/13/2023

  
  Complaint: 20135605
  
  I am rejecting this response because:

  The wear and tear of an appliance does happen and when I accepted this warranty it is clearly for the purpose of such occurrences. The tech did not come out in person, rather it was a zoom call which is absolutely impossible to properly diagnose via a camera. The supposed parts were ordered and when the tech came out with those parts they were the wrong ones, again due to a zoom call. The tech then ordered the right parts and when he contacted the company to say that he had them and would be out to repair they told him they were not paying the cost (this was yesterday 6.12.2023). I had already waited over a month for a service they pressed me to get , by calling me repeatedly and promising me all these benefits that were obviously false advertising. I had no choice to pay the repair as I waited long enough. This is unfair treatment as they are promising a service then reniging the contract. I then called as I had the right to be upset and the person I spoke to was rude and even called me baby, this is disparaging and insulting to any woman. What kind of representative treats the customer in such a demeaning way. Especially a man towards a woman. I deserve a reimbursement as they failed to honor the contract. Even the tech stated that it was the first time dealing with the company and it was unfair to me and him. Two sides to a story comment proves their lack of professionalism. I paid $166.00 dollars and $$75.00 service fee for nothing when I could have just hired the contractor myself, yet I trusted their business. If this is how they do business then they don't need to be in business as they are promoting false benefits and then try to wiggle there way out of what the "Warranty" service is supposed to offer. They caused me mental anguish and if I knew their standards of practice I would never have agreed to their services. They need to be honest about what they won't cover and amend their contract.
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  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 have been a customer with Serviceplus for almost a year now. They have been collecting a service fee of $49.92 from my checking account every month faithfully. On 05/27/2023, I called in for service as the drain systems in my home were backing up. They sent me a technician who pulled up in his personal vehicle with his pitbull to do work that he was nowhere prepared for. I paid my $100 deductible plus $300 to do the work that he said he did not have authorization to do, as I was in a desperate survival situation I went ahead and paid him. He was in my home from around 5:30p.m to 8:30p.m. When he left he told me to wait for about 3 hours before running any water, which I did. But it did not work, I sent him a text to let him know that the treatment did not work, he did not reply. I called ServicePlus on Sunday to let them know it did not work, they said that they would escalate my case, Monday I called same thing, Tuesday I called, same thing, Wednesday I called again, they kept giving me the run around. I asked to speak to a manager, they refused. Uptill now I have not received the service that i paid for. My drains are still backing up and no one is calling to check anything. This is a nightmare, I have been paying my monthly fees for a time like this to be left hanging. I am a single mother who is also taking care of my elderly sick mother. This is not fair to me at all. This is wrong the way they have treated me. I just want them to refund the money that I paid the technician that they sent out {$400} and I am so done with them.
  They are awful and terrible! I am very disappointed, frustrated and angry. This is the worst customer service I have ever experienced. No one should have to go through this, not after paying my money faithfully. And they got the nerve to withdraw a monthly payment on 05/30/2023 from my account after not providing the service that I have been paying for all this time.
  Account #*********
  HORRIBLE! HORRIBLE! HORRIBLE! HORRIBLE! HORRIBLE!

  Business Response

  Date: 06/13/2023

  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 plumbing stoppage on 5/27/2023 stating the bathroom sink, tub and toilet were draining slowly and the kitchen sink was backing up. A participating vendor was assigned the same day. The consumer contacted us back on 5/28/2023 to advise the vendor came out and cleared the drain but there was still an issue. Due to the vendor being unresponsive we assigned a new vendor on 5/31/2023.
  The consumer requested to cancel the policy on 6/6/2023 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 have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at ###-###-####.
  
  

  Business Response

  Date: 06/29/2023

  Complaint: ********
  We properly addressed this complaint and cited applicable sections of the policy. As stated within the last response a participating vendor was assigned to the claim on 5/31/2023. We reached back out to the vendor on 6/12/2023 who advised they tried to contact the consumer multiple times but have been unable to speak with them to schedule. 
  We sincerely apologize for your negative experience. As per the consumers request, the policy was cancelled on 6/6/2023 as per the Terms & Conditions
  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.
  In an effort to assist the consumer, we waived the $50.00 administrative fee at the time of cancelling. We request this complaint be closed as answered at this time.  For additional assistance, please reach out to us ###-###-####.
  
  

  Customer Answer

  Date: 07/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They are absolutely telling a lie about anyone calling me. I was the one who kept calling them to find out when they're going to send someone to fix the problem and they kept telling me that they are waiting for the vendor that they had sent out before to my house whi did not fix the problem to respond to them and I kept telling them that the problem was not fixed and they kept giving me the run around. I was stuck in my house for days with backup toilets and sinks, with a sick mother and child waiting for them to send someone out. I finally got fed up with them and called someone else out to come and fix the problem and I had to pay $500 for the work. So they are liars and thieves. 
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/01/2023

  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 purchase a home warranty plan in December of 2022. My dishwasher stop working and when I contacted Service plus they sent a service man out to assess the problem with my dishwasher. TService plus contacted me and said they could offer me 200. dollar toward replacement. At the time of my purchase they assured me I would get my appliance replaced if it could not be fixed and I could cancel my contract at anytime with the remaining contract price be reimbursed. I requested my contract to be cancelled and to have the remaining money reimburse along with their allowance for my dishwasher. I would like to have my dishwasher replaced along with the remaining of the contract money reimbursed back to me.

  Business Response

  Date: 06/09/2023

  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 on 5/16/2023 for a dishwasher stating halfway through the cycle the unit stops.  The participating vendor reported the latch assembly failed. The participating vendor also reported the part was no longer available. As per the policy, funds were offered to the consumer on 6/1/2023.
  VII. GENERAL LIMITATIONS OF LIABILITY
  U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
  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: 07/03/2023

  
  Complaint: 20129511
  
  I am rejecting this response because: I am not satisfied with Service Plus response. I paid them ******* for my contract. I requested my contract be terminated. They stated they would refund me 330.. I never received it and I would like for them to prorate my contract refund. The salesman stated @ the time I purchased the plan that I could cancel anytime, and I would be refunded the unused portion.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 07/13/2023

  Complaint: 20129511
  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 part was no longer available, which we have no control over. 
  The check for the dishwasher was mailed 6/16/2023. Our system shows the check was cashed on 7/7/2023 which confirms receipt.   
  The consumer requested to cancel the policy as per the Terms & Conditions on 6/13/2023. The consumer purchased a 3 year + 6 free months policy for the promotional price of $1,170.00. With 6 months of service at the standard contract rate of $66.58 per month totals $399.48, cost incurred total $345.00, and 2 terms of administrative fees total $100.00 total refund $325.52. In an effort to assist the consumer we offered to waive 1 term administrative fee for a total refund of $375.52.  The consumer did not accept or reject this offer. 
  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. The policy is still in an active status. If the consumer would like to cancel the policy as per the Terms & Conditions listed above, please reach out to us **************.
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the email I sent to their mediation, I had to shorten a bit due to character limit:I have been a customer for a few years and filed 2 claims. One was for an oven in Sept 2021 which we should have receive $250. After a few months of not receiving the money promised, I started calling for updates. I was informed of the processing time of 12 weeks which I understand. But after 4ish months I called with no resolution. I think after 6 months I spoke with a supervisor who offered to give me 6 months free service, stating the billing department was behind processing checks, I thought that was fair and agreed. Our second claim was made in July of 2022 for our microwave which we were promised $100. Again, we never received a check for that claim. Come January 2023, still no check and my 6 months of free service ended, I decided to stop payment. I feel that the company did not hold up to their end, so why should I? I tried speaking to people multiple times for resolution which I was told I could not cancel and I would have to wait until May 28th to cancel. I spoke with the cancelation departments "manager". But I must say that conversation did not go well. The only option he gave was for me to pay the full balance even though they never paid on their end. He kept speaking over me/cutting me and he stated there was nothing he could do for me. I asked if there was someone else I could speak with and he said I would have to call back but never said who to talk to. He wanted me to call back and go through the whole process again? He ended up hanging up on me. How am I supposed to try and get some sort of resolution if the manager is hanging up? I understand that I stopped payment but that was in response of not receiving the money I was supposed to get. And every time I did try to speak to someone, I would be given no resolution and would be passed off to another department. I don't want the money they owe me, I just want to cancel this policy

  Business Response

  Date: 06/09/2023

  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.
   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 6/8/2023. We sincerely apologize for any inconvenience this may have caused. As per the consumers request the policy was cancelled on 6/1/2023.   
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:05/26/2023

  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 JOINED THIS DISGUSTING COMPANY ONE YEAR AGO. BIG MISTAKE!!!!! RENEWAL 5-15-2023 I HAVE FILED 4 CLAIMS AND IT TOOK THE COMPANY MORE THAN 3 DAYS TO ACKNOWLEDGE A CLAIM HAD BEEN FILED. HOW LONG MUST ONE SUFFER WITHOUT WATER, OR NO HOT WATER, OR NO AIR CONDITIONING? I HAVE HAD THEM ASSIGN A SERVICE TECH AND THEY COULD NOT HELP BECAUSE THEY DID NOT PERFORM THE REQUESED SERVICE THAT WAS NEEDED. I HIRED A SERVICE TECHNICIAN AND SUBMITTED PAPERWORK AND THEY HONORED ON CLAIM UNDER $200.00. ANOTHER CLAIM FOR OUR WELL WAS $355.00 THEY PAID $75.00 ON IT AND SAID I DID NOT HAVE AUTHORIZATION, THE CLAIM FOR THE A/C WAS $680.00 WHERE MY SERVICE TECH DID CONTACT THE AUTHORIZATIONS **** PRIOR TO THE WORK GETTING DONE AND NOW THEY TELL ME THAT HE DID NOT HAVE AUTHORIZATION TO DO THE REPAIR. THEY DO NOT FOLLOW THE SAME PROCEDURES AND PROCESSES AND CHANGE THE RULES AROUND WITH EACH AND EVERY CLAIM. THEIR ********************* ARE ALL RUDE WHEN YOU SPEAK WITH THEM. AS FAR AS THE CONTRACT I TOO HAVE BEEN ADVISED THAT I CANNOT CANCEL WELL I AM SEEKING AT ATTORNEY AS I HAVE A HANDICAP ADULT SON WHO CANNOT BE LEFT TO SUFFER BECAUSE OF THEIR NEGLIGENCE. THE REPRESENTATIVE STATED SHE CALLED ME BACK NO VM NO CALL IN CALLER ID. SAID I NEEDED TO CONTACT THEM A MONTH PRIOR AND I WAS IN CONTACT WITH THEM. DID SHE ONCE TELL ME THAT I NEEDED TO SPEAK TO A CANCELLATION DEPARTMENT NO! I AM BEYOND DISGUSTED AT THIS COMPANY TAKING ADVANTAGE OF CONSUMERS. THEY NEED TO BE DISOLVED AND OUT OF BUSINESS. I AM SEEKING A REFUND OF $134.00 AS WELL AS BE REIMBURSED FOR THE RECENT CLAIM OF $680.00 BECAUSE WE DID DO EVERYTHING TO OBTAIN PROPER REIMBURSEMENT.

  Business Response

  Date: 06/05/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a water heater on 9/12/2022 stating there was no hot water. A participating vendor was assigned 9/13/2022. The consumer ended up going and getting their own vendor and was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to go out and diagnose the failure. The consumers vendor must contact ** 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 there were two bad elements, and the claim was approved. Due to some delays with checks, which we are aware of and working diligently to resolve, the consumers check was mailed on 1/13/2023.
  The consumer placed a claim for a well pump on 1/3/2023 stating there was no water.  On 1/10/2023 the consumer contacted us to advise that the repair was already completed. This was done without authorization from ServicePlus. We offered the consumer $75.00 on 2/8/2023 which was sent to the consumer on 4/4/2023.
  The consumer placed a claim for septic pumping on 1/23/2023 stating there was a foul odor. The consumer was advised of reimbursement as to not delay service. The consumer accepted the terms of reimbursement on 2/8/2023. We never received a diagnosis or a paid receipt in order to move forward with the claim. 
  The consumer placed a claim for an air conditioner on 3/8/2023 stating there was inadequate cooling. The consumer asked about reimbursement, and we advised the consumer on the reimbursement process.  The consumers vendor reported the condenser fan motor failed but did not provide the make/model or serial number for the unit, so we were unable to proceed forward with the claim until all the necessary information was received. Multiple attempts were made to get the necessary information, but the unit ended up being repaired prior to getting the information. This work was done without authorization from ServicePlus and determined to be a non-covered condition. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  The consumers monthly policy auto renewed on 4/15/2023. In an effort to assist the consumer we waived 1 monthly fee and lowered the monthly fee amount to $55.00 which the consumer accepted. 
  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 as per the Terms & Conditions, please contact us at **************.
  
  

• Initial Complaint

  Date:05/25/2023

  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.

  This service is NOT meeting my expectations. I am formally canceling effective immediately! I am also putting a stop payment on any further charges from Service Plus. Here are a few of the reasons I am canceling. I have not received my $300 reimbursement check from my clothes dryer claim back in January? Im told the check is in the mail? Unacceptable I sent in over $1000 of receipts for my wifi thermostat. I received a check for $175 from Service Plus. Unacceptable I called to have a leak fixed in my master bathroom that was leaking on my kitchen ceiling below. No plumber ever came out to fix it! Unacceptable I had a Insinkerator garbage disposal unit that failed. Service Plus replaced it with an inferior off brand. Unacceptable

  Business Response

  Date: 06/05/2023

  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 plumbing claim on 8/8/2022 stating there was a leak in the home. A participating vendor was assigned 8/9/2023. On 9/21/2023 we were advised that a new vendor needed to be assigned. 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 submit the diagnosis, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. To date, we have never received a diagnosis or a paid receipt. 
  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 as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 06/05/2023

  
  Complaint: 20106595
  
  I am rejecting this response because:
  

  The business is unresponsive! I have been waiting since January for a $300 check as a reimbursement for a dryer claim. 
  

  Also, the company does NOT replace with like quality items. My thermostat replacement cost me over $1000 (receipts submitted with the claim), and the company reimbursed me $175? 
  

  This company is terrible in all aspects!

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

  Business Response

  Date: 06/15/2023

  Complaint: 20106595
  We properly addressed this complaint and cited the appropriate section of the policy.
  The paid receipt for the clothes dryer claim was received 4/25/2023. Due to the policy being cancelled on 5/8/2023 the check was manually submitted in our system as a check will process on a closed account. A check for $300.00 was mailed 5/30/2023. Our system does not show the check has been cashed as of yet.  The check for the heating system was mailed 1/31/2023. Our system shows the check was cashed 3/10/2023 which confirms receipt. 
  As per the policy it states that heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units) which is what the consumer was reimbursed for. 
  B. Heating System
  Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
  NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; short to ground components; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components.
  We politely request this complaint be closed as answered. For further assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:05/24/2023

  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 policy via monthly payment (was $58 but has since been raised to $68) for a home warranty (policy #*********) in April 2022. I no longer want the service and have requested a cancellation of said warranty. I requested the cancellation via writing and received a voicemail from ServicePlus telling me to call them to cancel. When I called multiple times, I was told I wasn't able to cancel. There was zero info given to me at the time of purchase, including their contract, that states the policy can't be cancelled.
  When I told the "customer service" rep that I was going to contact my bank to stop the payments, I was told the company would send me to collections.
  Their policy states that cancellation can be made after 30 days with a pro rated refund "less a $50 administrative fee for each unused term and any service costs", yet they said I still can't cancel. This company is a nightmare and a complete scam.
  I just want my policy cancelled and to never have to deal with them again.

  Business Response

  Date: 06/08/2023

  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 purchased a 1-year monthly policy on 4/2/2022 for the promotional rate of $58.25. Monthly policies will automatically renew after the term end date.  While the cost of our policies have remained fairly the same over the years, due to rising costs, we minimally raised the costs of the policy.  An email is sent to our consumers advising them of the cost increase. The notice of auto-renewal was emailed to the consumer on 5/1/2023.
  The consumer contacted us through email on 5/16/2023 and a representative reached out numerous times to go over the renewal. At this time, we offered to waive 1 month of fees and to lower the monthly rate to $57.00 which the consumer accepted. 
  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 as per the Terms & Conditions, please contact us at ###-###-####.
  
  

  Customer Answer

  Date: 06/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1) - You claim in all your many responses to complaints on the BBB website by saying "There are 2 sides to every story, yet if anyone takes the time to read through them they will continously see the same story over and and over of your company not following through with what they're supposed to do included many instances of you refusing to cancel policies as I'm trying to now.

  2) - You claim that a "notice of auto renewal was emailed to consumer on 5/1/2023". This is simply not true. I haven't deleted any emails from your company and received nothing on or before 5/1/2023 stating the policy was renewing. In fact, I've attached an images of the email I received on 5/24/2023 stating the policy would renew on 5/1...21 days AFTER the policy renewed, and the image of the email I sent 8 days prior (5/16/2023) requesting the policy be canceled. 

  3) - The offer to lower the rate and the take the waive the one month was accepted by me ONLY after speaking to multiple representatives that refused to cancel my policy and threatened to send my account to collections if I blocked the auto payment. 
  

  4) - I've also attached your cancellation policy which mentions the option to cancel after 30 days of creation with a pro-rated refund (presumably for those that paid for the year up front), and doesn't mention anything about only being able to cancel prior to the yearly auto-renewal. I would still vastly prefer the cancellation of my policy. 

  The fact that you're trying to force so many into keeping policies they don't want doesn't speak very highly of ServicePlus Home Warranty's business practices. 

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

  Business Response

  Date: 06/19/2023

   

  Please find attached letter of response:

• Initial Complaint

  Date:05/23/2023

  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.

  My ice maker stopped working and I have it in my policy as being covered, they sent a tech out and I paid $45 service call now they say it's not under coverage. They said same thing on both of my ac units and furnances. They are a company that you pay upfront both dont take care of anything unless its very small.

  Business Response

  Date: 05/30/2023

  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 refrigerator ice maker on 5/17/2023 stating the unit was failing to produce ice. The participating vendor reported the auger motor failed on the ice dispenser. The failure was not with the icemaker itself but with the dispenser which is a non-covered condition as per the policy.
   VI. OPTIONAL COVERAGE
  K. Refrigerator Ice Maker
  COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:
  NOT COVERED: Free standing ice makers; Freon; disposal and recapture of Freon; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 per contract term for access, diagnosis, repair and/or replacement.
  The consumer submitted an air conditioner claim on 6/3/2022 stating there was inadequate cooling.  The consumer stated they contacted their own vendor and 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 ** prior to any repairs in order to provide the diagnosis, 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 low on freon, which they added a month prior but the issue was still persisting. A leak detection was needed in order to determine where the leak was coming from. After doing the leak detection the consumers vendor reported there was a pinhole leak In the condenser coil. As the policy covers normal wear & tear mechanical failures, it was determined that this failure was a non-covered condition as per the policy. 
  V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:05/19/2023

  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 have a home warranty policy with ServicePlus (Policy No787017928) and they erroneously denied coverage for a water heater and water softener replacement. We incurred $12,000 for this replacement and they are running from their obligation to cover it.In December 2021, Total Home Protection (the former name of ServicePlus) and its owner, ***********************, reached a settlement with the ************ attorney generals office. The parties agreed to pay $750,000, including $400,000 in restitution to customers, to settle allegations of deceptive marketing practices.The attorney generals office said the company and ****** advertised and sold home warranty service contracts for which they used creative and deceptive means to wrongfully deny covered claims, failed to respond to consumer claims and inquiries, and refused to reimburse or refund consumers in accordance with the terms of their written guarantees.Well, they're up to their same tricks.

  Business Response

  Date: 05/30/2023

  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 water heater on 4/19/2023 stating unit was leaking.  Due to limited availability of participating vendor and to not delay service the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact ** prior to any repairs to report the failure, parts and pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. 
  The consumer contacted ** on 4/24/2023 stating they had the unit replaced. This was done without the consumers vendor contacting us to report the failure, parts & pricing. This is a non-covered condition as the holding tank is a non covered condition as per the policy
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  Additionally, the vendor did the repairs without prior authorization which is a non-covered condition as well. 
  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.
  In an effort to assist the consumer we offered $300.00 goodwill which the consumer rejected. As this is a non-covered condition, the offer of $300.00 goodwill is still available. Upon acceptance and resolution of this complaint, we will request a check be expedited and mailed 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.