Business Profile

Home Warranty Plans

ServicePlus Home Warranty

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Complaints

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

Customer Complaints Summary

773 total complaints in the last 3 years.
161 complaints closed in the last 12 months.

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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:05/19/2023
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.
The first time I submitted claim it was denied. I got the service believing that I could cancel if not satisfied with service provided. Trying to access by phone and email to cancel this account has been time consuming. I do not trust this business. I read many adverse complaints/reviews on line. They are refusing to cancel this service.
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 plumbing system claim on 5/16/2023 stating the faucet was leaking. As per the policy faucets/fixtures are a non-covered condition.
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builders grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; leak detections; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; reverse osmosis; water filtration systems; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If the consumer would like to cancel the policy, please contact us at **************.
Initial Complaint
Date:05/17/2023
Type:Customer Service 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.
On 12 Jun 2022, Service Plus deducted $400.00 from my checking account for Home ****************** coverage. On 12 July 2022 I received our contract from Service Plus. The policy Number is *********. I had not put in a claim until the middle of Feb.2023 and at that time I was told that a contractor would be in touch with ** to fix our dishwasher. Four weeks passed and no word, I call Service plus and was told that they were working on getting a contractor to our home. Again 3 weeks passed and still nothing. I called every day for 2 weeks and kept getting the same answer, "We are going to expedite the process and I would hear something in a couple of days. A couple of days passed and I called to talk to a supervisor. The supervisor said she would have someone contact me to set up an appointment to fix the dishwasher. It has be a couple of days now with still no result. I believe since this was the first time that we have requested a repair, we should be entitled to a complete refund.
Business Response
Date: 05/24/2023
COMPLAINT ID: ********
Thank you for contacting ** 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 dishwasher on 4/1/2023. Due to the limited availability of a participating vendor and to not delay service, we offered the consumer 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 ** 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 contacted ** on 5/18/2023 to advise they did not want to go through reimbursement and wanted ** to provide a participating vendor. A participating vendor was assigned to the claim on 5/18/2023. We are currently waiting for a diagnosis in order to proceed forward with the claim resolution.
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 ** at **************.

Customer Answer
Date: 05/24/2023
[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,

*************************
Customer Answer
Date: 06/07/2023

Complaint: 20073351

I am rejecting this response because:
Dear April,
As we spoke this morning on the phone (6-7-2023), I am going to try and explain all that has happened in regards to the repair of my dishwasher. I purchased a home warranty last August with Service Plus. ($400.00)
After the first of the year the dishwasher started tripping the main electrical switch and I was having to keep powering up the dishwasher to complete the cycle. I contacted Service Plus and they said they would send someone out to fix it. A couple of weeks went by and no word from Service Plus. I called again, and again, and kept getting the same answer, "we will send someone out within the next 48 hours".
After 3 months I figured something was wrong and that is when I contacted the ********** BBB. I filed a complaint and after a couple of days I got a response through the BBB to my email. Service plus was going to send out a contractor and we were to pay him $75 to diagnose the problem. The contractor contacted me and he came out and said it needed a new part. OK we paid him $75 and a couple of days after that I got a call from Service Plus saying that they ordered the part and when it gets here to contact the contractor to set up an appointment for him to put it in. We did just that.
The contractor showed up this morning at 9 am and said he could not put the part in unless I paid him $145.00. I told him that Service Plus was to pay him and he told me that he has a stack of receipts that Service Plus has not paid and the receipts totaled over $2,00000 and that he can't live without making any money. I understood his situation. The contractor is from ******* and not only is Service Plus messing with him, they are also messing with me. The conversation here got a bit heated so I paid him $145.00 to put the part in. He put the part in and I told him that he needed to file a complaint with ********** BBB, or the Consumer ********************* I gave him the phone number for both.
I just received a phone call from ****, (Service Plus, ***************** 11:35 a.m. Mountain time). He told me that I can send the receipt in and they would reimburse me for the $145.00.
I hope something can be done with this company because you are in ********** and I am in ************ so I wonder how many elderly people in ****** are having the same problem with Service Plus.

Regards,

*************************
Business Response
Date: 06/07/2023
Complaint: 20073351
We sincerely apologize for your negative experience. The participating vendor that was sent to the consumers home was not to charge the consumer for the repair but was to contact ServicePlus for payment. The consumer was only responsible to pay the participating vendor the $75.00 service call fee for the initial visit, which is due from the consumer for each claim placed. The balance of the service charge fee and any repairs are to be billed to ServicePlus for payment.
At this time there are no outstanding invoices owed to this vendor, not sure why the vendor is advising the consumer that funds are owed.
We have been trying to reach the vendor to explain the process for payment and find out what invoices they feel are owed for service that we do not show in our system. The consumer states they paid $145.00 for the repair, they may send the copy of the paid receipt to ************************************ Once received, in an effort to resolve this complaint, we will expedite and mail the reimbursement within **** business days from receipt. For additional assistance, please reach out to ** **************.

Customer Answer
Date: 06/07/2023
[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. I am very reluctant, but I will send them the paid invoice as they want and will wait the 10 days for reimbursement. As for the contractor, he is from ******* and I think he does not understand the process to get reimbursed for work completed.

Regards,

*************************
Initial Complaint
Date:05/17/2023
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 am writing to file a complaint against Serviceplus Home Warranty Company regarding the denial of my recent HVAC repair claim ******.
Despite being a loyal customer for many years and prepaying three years premium payments in advace, my claim has been unjustly declined without valid reasoning.

I contacted Serviceplus on 5/10 to request assistance with the repair of my HVAC system, which is covered under my policy for normal wear and tear repairs. Their technician visited on 5/12 and mentioned an expense of $4500 to fix the problem. However, they rejected the claim, stating that such HVAC repairs are not covered, despite no explicit exclusions in the policy agreement.

This denial has left my family in a distressing situation as the lack of a functioning HVAC system poses a severe threat to our well-being. I request your intervention to resolve this dispute and ensure that ServicePlus fulfills their contractual obligations.

Thank you for your attention to this matter. I look forward to a prompt resolution.

Sincerely,
**********
Business Response
Date: 05/24/2023
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 5/10/2023 stating there was inadequate cooling. The participating vendor reported the unit had no freon due to a leak within the condenser coil from a puncture/rupture hole. As per the policy this is a non-covered condition.
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear; and
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: 06/05/2023

Complaint: ********

I am rejecting this response because:
While I appreciate their gesture, I find it unsatisfactory and would like to explain the reasons why I cannot accept this offer.
Service Plus Home Warranty's suggested $100 goodwill payment is significantly inadequate compared to the actual cost required to fix my AC unit. The technician who visited my home and conducted the diagnosis estimated that the necessary repairs would amount to $4500. This substantial difference between the offered amount and the actual repair cost clearly demonstrates the insufficiency of the proposed resolution.

As a customer who has faithfully fulfilled my obligations under the warranty agreement, I expected Service Plus Home Warranty to honor their commitment and provide coverage for necessary repairs or replacements. The denial of my claim has caused not only financial burden but also great inconvenience, particularly during extreme weather conditions.

It is crucial to note that the AC technician's professional opinion clearly indicates that the malfunction is a result of normal wear and tear after 14 years of continuous usage. Given the technician's expertise and experience, I firmly believe that Service Plus Home Warranty should take responsibility for covering the required repairs as outlined in the warranty agreement.

Considering the circumstances, I kindly request the Better Business Bureau's assistance in pursuing a resolution that aligns with my expectations. I firmly believe that a fair resolution would involve Service Plus Home Warranty fulfilling their obligations by covering the actual cost of $4500 for the AC repair, rather than providing a minimal $100 goodwill payment.

I hope that the Better Business Bureau can intervene and help facilitate a fair and satisfactory resolution to this dispute with Service Plus Home Warranty. Thank you for your attention to this matter, and I look forward to your assistance in resolving this issue promptly.

Regards,

********** *****
Business Response
Date: 06/13/2023
Complaint: ********
We properly addressed this complaint. In this case the air conditioner failure was as a result of a non-covered condition. The failure was due to a hole within the coil, which is considered normal wear & tear as corrosion does occur, but the policy covers normal wear & tear mechanical failures. A hole within the coil is not a mechanical failure, therefore it is determined to be a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. Although we have no financial obligation to this non-covered condition, the goodwill check was mailed 6/8/2023. We politely request this complaint be closed as answered. For additional assistance, please reach out to us ###-###-####.
Initial Complaint
Date:05/15/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a previous complaint against this company for withholding a $250 check they were supposed to send me to repair a dishwasher with (the claim was in October 2022). I was already upset because they advertised OVER AND OVER that they pay up to $3000 per system of coverage (but they don't actually plan to pay out over $250 for any system, I am finding). I finally received my check after I submitted a report to the BBB in May 2023. I then called to cancel the service, citing all the reasons I listed previously (plus a few other issues I had with 2 other service calls I submitted), and they REVOKED the $250 check I waited 6 months for and added a $50 "administrative" fee. Keep in mind, part of the reason I hadn't already canceled is because I was waiting on this check. I would have canceled 6+ months ago for their terrible service, but they were holding me hostage with that unpaid service fee. I talked to them about this on the phone multiple times, and they NEVER said they would be revoking claims--they just kept me on the hook so they could take more and more money from me while my contract period passed. They said I would only be receiving about $350 back after paying out $1050 for a 3-year contract (contract began July 2022). I was very hesitant to sign a 3-year contract. They ASSURED me that I could cancel at any time if for whatever reason, if it didn't work out. But when it comes down to it, they said they take back any claim they pay out if you cancel before the contract ends. They also proceeded to tell me it would be ANOTHER ***** days before I would get the refund in my bank account. None of this was explained to me when I was "bullied" into staying with them after I initially tried to cancel last year and expressing my many concerns--I was told not to worry. This is just another example of this company not doing what it promised to do when I signed the contract. I feel absolutely taken advantage of, and frankly, stolen from.
Business Response
Date: 05/16/2023
COMPLAINT ID: ********
Thank you for contacting ** with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumers check for the dishwasher claim was mailed 5/5/2023.
The consumer requested to cancel the policy as per the Terms & Conditions
XII. CANCELLATION
C. Mutual agreement of ** 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 **. 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 ** is greater than the contract fees paid, then no refund will be due to you.
Applicable refunds are issued within ***** business days. In an effort to resolve this complaint, the applicable refund has been issued back to the card on file on 5/16/2023.
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 ** at **************.
Initial Complaint
Date:05/15/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought this policy and they would not fix anything on my property. when I try to cancel my policy and let money go down the toliet. they refuse to cancel and wanna renew for another year!
Business Response
Date: 05/24/2023
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 multiple claims that did not fall under the spectrum of normal wear and tear mechanical failures and were determined to be non-covered failures.
We sincerely apologize for your negative experience. If the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at ###-###-####.

Customer Answer
Date: 06/02/2023

Complaint* ********

I am rejecting this response because:

With the negative experience I had with them. I had to purchase another **** warranty ********* **** ******* along the side. I submit all my trouble and “******** **** shields” are able to resolve my claim. I have didn’t get help from “Service Plus” warranty at all as you may ask them. I Simply pay the trip fee and get denied every single time or they just simply close out my case. I was so exhausted and I would like to get my refund for what I paid service plus!

Regards,

*** **
Business Response
Date: 06/13/2023
Complaint* ********
We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions.
The consumers policy was cancelled on 6/7/2023 as per the Terms & Conditions of the policy. The consumers policy was set to naturally expire on 7/30/2023.
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. In an effort to assist, we waived the $50.00 administration fee. We politely request this complaint be closed as answered. For additional assistance, please reach out to us ***************
Initial Complaint
Date:05/15/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Continual non stop robocalls about ***************** warranty. I have the number blocked but they leave numerous voicemails per day. They start calling about 7am each morning and call throughout the entire day. They clog up my voicemail.
Business Response
Date: 05/24/2023
Complaint: 20060420
Thank you for contacting us with the above referenced complaint. We at ServicePlus Home Warranty 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.
In an effort to provide good customer service, we have reached out to our Marketing & ******************* with the consumers name, address, email and phone number provided in the complaint to look for this information in our system and the make sure if there is anything in our system to be removed. We apologize for any inconvenience this may be causing.

Customer Answer
Date: 05/24/2023
[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:05/12/2023
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.
Had to cover the cost of an approved repair because Service Plus could not locate a provider. Per contract the cost was 1500;00 but their limit is ******. They were to reimburse me . This has been pending since Feb 2023. Each week tell me it is coming, but still not received. Refuse to connect me to accounts payable or accounting to discuss. Have called at least 5 times
Business Response
Date: 05/22/2023
COMPLAINT ID: ********
Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks which we are aware of and working diligently to resolve.
We apologize for any inconvenience this may have caused. In an effort to resolve this complaint we will expedite and mail the check within **** business days from 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:05/11/2023
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 Monday, 5/8/2023, I am here called Service Plus to request a plumber to repair a leaky valve in my crawlspace. The **************** representative said that a technician would come to my house to fix the problem within ***** hours. It is now Thursday, 5/11/2023, and i received an email from Service Plus stating that they were unable to locate a plumber in my area and that I would be reimbursed $200 after i contact a plumber and at which time he would need to get authorization from Service Plus to replace the valve. This may take another week. I am so frustrated with dealing with this total sham of a company that I would rather pay a local plumber out of pocket to resolve this issue and start a class action lawsuit against Service Plus given that i am not alone in being scammed by this company. Horrible, horrible service!
Business Response
Date: 05/22/2023
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 system claim on 5/8/2023 stating there was a leak in the home. Due to limited availability of participating vendors and to expedite 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 provide a diagnosis, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. We are currently waiting on the diagnosis of the consumers vendor 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 **************.
Initial Complaint
Date:05/11/2023
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.
When my microwave stopped working, I filed a claim in August 2022. I was told that my microwave would be replaced and I would be sent a $200 check. Since then I have talked to multiple people and I have called every month to ask where my check is and every time the person tells me they Havent sent the check out because they are backlogged. I have asked to talk to upper management, supervisors and have been denied. Please help me rectify the situation?
Business Response
Date: 05/22/2023
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 **************.

Customer Answer
Date: 05/22/2023

Complaint: 20045973

I am rejecting this response because:

I have been told this since August 2022 and nothing has been resolved.

Regards,

****************************************
Business Response
Date: 05/30/2023
Complaint: 20045973
We properly addressed this complaint. The consumers check was mailed 5/24/2023.
We sincerely apologize for your negative experience. We request this complaint be closed as answered. For further assistance, please reach out to us **************.

Customer Answer
Date: 05/30/2023

Complaint: 20045973

I am rejecting this response because:
I have not received any check as of now.

Regards,

****************************************
Business Response
Date: 06/09/2023
Complaint: 20045973
We properly addressed this complaint. The claim check was mailed 5/24/2023. Our system shows the check was cashed on 6/8/2023 which confirms receipt.
We request this complaint be closed as answered. For further assistance, please reach out to ** **************.
Initial Complaint
Date:05/09/2023
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.
I PURCHASED A HOME WARRANTY FROM ***************** WARRANTY WHEN THE SALESMAN SAYS WE HAVE NO PROBLEMS WITH OUR CUSTOMERS AND WE ABIDE BY THE RULES......FALSE .... I FILED A WORK ORDER WITH THE WARRANTY COMPANY TO REPAIR A WASHER .....SO THEY CALL A LOCAL SERVICE COMPANY AND THEY COME TO MY HOME TO DIAGNOSE THE PROBLEM AFTER IT IS DONE PAY THE SERVICE FEE OF $75.00 THEY CALL THE WARANTY .COMPANY ....THE WARRANTY COMPANY DENIES THE REPAIR ....I PAY A MONTHLY FEE TO THE WARRANTY CO.TO "REPAIR OR REPLACE" THIS COMPANY WENT AGAINST ITS CONTRACT.THEY ARE THE BIGGEST FRAUD IN ******* ALL THE MONEY I SENT THEM PER MONTH AND SERVICE FEE IS GONE (TALK ABOUT ROBERY).THEY OFFERED ME $300.00 TO REPLACE THE **** ..WHAT A JOKE ....WHEN YOU CALL YOU ASK TO TALK TO SOMEONE ABOVE THE SO CALLED SUPERVISOR THEY SAY ..I CANT DO THAT ........IN THE MEAN TIME THE *** IS ON THE GOLF COURSE RIPPING ** OFF ..BIG TIME SCAM I WOULDNT RECOMEND THEM TO ANYONE. HOW CAN THEY G ET AWAY WITH THIS. IM ON A FIXED INCOME AND CANNOT AFFORD A NEW WASHER AND $300.00 AINT GOING TO COVER IT IN THE END OF ALL THIS MAYHEM ,,,,,,,DO NOT USE THIS COMPANY THEY ARE CROOKS AND THEY DONT CARE WHAT THE CONTRACT SAYS. IF THIS COMPLAINT GETS TO THEM ITS GOING TO THE ***** CAN LIKE ALL THE OTHERS DO.THIS COMPANY SHOULD BE TAKEN OUT OF BUISNESS THEY ARE TERRIBLE SO NOW HERE I SIT WITH A BROKEN WASHER AND NO REFUND OF MY MONEY. RUN AS FAR AWAY FROM THIS COMPANY AS YOU CAN THEY ARE NO GOOD.A BIG RIPOFF THEY ARE NASTY,THEY DONT DO WHAT THEY SAY,AND THEY ARE CROOKS.........THE *** NEEDS TO BE HUNG FROM A TREE .THEY LIE STEAL AND MAKE UP EXCUSES ........NO GOOD ROTTEN CROOKS AND LIARS....
Business Response
Date: 05/19/2023
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 clothes washer claim on 5/2/2023 stating the unit was not advancing through the cycle. The participating vendor reported the water valve and the damper assembly failed. Due to the age of the unit and the potential for additional failures, we offered the consumer $300.00 as per the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
The consumer purchased a 1 year term policy for the promotional monthly payment of $37.00 on 3/23/2022. The consumer requested to cancel the policy on 5/17/2023 as per the Terms & Conditions.
XII. CANCELLATION
C. Mutual agreement of ** and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by **. 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 ** is greater than the contract fees paid, then no refund will be due to you.
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 **************.

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