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

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

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:05/09/2023

  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.

  Complaint Against ***************** Warranty (was THP).*********** ************ (800)5450402 Account number ********* December 6 2022, I sent an email to them. They sent a a service repair person for the second time who claimed my dishwasher could not be fixed and that they would send me $200 towards the purchase of anew dishwasher. Each time I called them they would say it was outside of their business hours or have another excuse.February 7 2023, I asked ***************** Warranty why I have not received my $200 check promised in December 2022. I told them to stop calling and leaving voice-mails since they did not honor agreement. I also told them to send me my $200 check. They said they would not until I pay the $64 per month they claim I owe them. Please note I had to contact my credit union who can verify that I had automatic deduction and had to close my debit card and get a new one. This chain reaction cause a problem on my other accounts that were automatically withdraw. January 7 2022. I was told the department that handles the claims was closed. They said call back 9-5 EST. They confirmed that my check should have been mailed in May 2022. My dishwasher is still broken.May 9 2023, I called ***************** Warranty and Spoke to ***** She said in order for them to send me a check my account has to be active. I want my check to purchase a new dishwasher. My husband has been handwash our dishes for a long time.

  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.
  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. 
  The consumers check was mailed 5/15/2023. We apologize for any inconvenience this may have caused.   
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Platinum with ******* Plus for about 10 years. My air conditioner broke. I called ******* Plus on April 12th. They gave me the name of ***'s Air Conditioner Repair, however when I called them, they said they no longer worked with you. You then told me to get a repair man on my own. I called Mac 5 air conditioner. They sent the information needed to service plus, but service plus wanted more information. After several phone calls back and forth, with ******* Plus and Mac 5, Ma'c 5 said they sent the information requested, and ******* Plus said they didn't get the information. ******* Plus then assigned ******** ********* ******* Plus, denied my claim but would pay $500.. The bill is *****.

  Business Response

  Date: 05/18/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 4/12/2023 stating there was inadequate cooling. The participating vendor reported the compressor was shorted to ground. As per the policy this is a non-covered condition.
  I. BASIS FOR COVERAGE 
  A. Become inoperable due to normal wear and tear; and
  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. 
  In an effort to assist the consumer we offered $500.00 goodwill towards this non-covered condition which was accepted on 5/10/2023. Under normal circumstances checks are processed and mailed within 30- 45 business days. 
  Upon resolution of this complaint we will request this check be processed and mailed within **** business days of the 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 further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2023, I filed a claim with Service Plus on a washing machine that was not working. They had a repairman call and I explained the problem. He notified the Service Plus that parts were non available. Service Plus agreed to send me a check for $350.00 towards a new washing machine. They said it would take 8 weeks for me to receive the check . 8 weeks have come and gone. I would not recommend this company to anyone. In addition, I wanted to cancel my policy and they said if I did, I would not receive the check. This includes 2 payments of $49.00 each.

  Business Response

  Date: 05/18/2023

  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. 
  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:05/03/2023

  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.

  I made two claims on 4/15/23. One for a bathroom fan, and one for a microwave appliance. In the process of waiting for a vendor to be assigned, for some unknown reason the claim for the microwave was canceled, and I had to make the claim over again. I was instructed to contact the vendors to set an appointment to come out for the repair. I was unsuccessful getting in contact with them and was unable to set up an appointment for service. I contacted the Warranty Company to address the issue several times and was told they would assign another vendor, with an escalation note attached to speed things up. But to no avail. It is 5/3/23 and I still have not been assigned a vendor to even come out to determine the problem. I paid a $60 service fee for one of the claims and have received nothing more than they are still looking for a vendor. Obviously, they offer a service that they cannot provide and it seems apparent they do not have the amount of vendors to accommodate the demand. Leaving customers frustrated, inconvenienced, and paying for a service not provided.
  I would like a refund for April's monthly payment of $54 and I would like a refund for the $60 service fee that was paid. Finally I would like to cancel this so-called warranty service that has provided nothing more than a headache. Having a warranty service plan designed to help eliminate frustration and costly repairs within your home, not cause frustration and rip you off.

  Business Response

  Date: 05/12/2023

  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 online for a ceiling/exhaust fan on 4/15/2023 stating the unit was not turning on. The claim was assigned to a participating vendor on 4/18/2023. The consumer contacted us on 5/1/2023 to advise the vendor had been non-responsive so the claim went back in to be reassigned. We offered the consumer reimbursement in order not to delay service further, but the offer was rejected. A new participating vendor was assigned 5/8/2023, we are currently waiting for the diagnosis in order to move forward with the claim.
  The consumer placed a claim online for electrical on 4/15/2023, it was determined that this was not an electrical issue but a microwave issue, so the electrical claim was closed, and a microwave claim was then opened. 
  A microwave claim was opened on 4/25/2023 stating it was not coming on. A participating vendor was assigned to the claim on 4/26/2023, we are currently waiting for the diagnosis from the vendor. 
  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 still cancel the policy, please contact us at ###-###-####.
  
  

  Business Response

  Date: 05/22/2023

  Complaint ID*********
  We properly addressed this complaint and cited applicable sections of the policy. The consumers policy was cancelled on 5/15/2023 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. All cancellation requests must be submitted in writing.
  We sincerely apologize for your negative experience. In an effort to assist the consumer we waived the $50.00 administrative fee. We request this complaint be closed as answered. For additional assistance, please reach out to us ###-###-####.
  
  

  Customer Answer

  Date: 05/22/2023

  [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. No further payment is due to this business and the warranty plan is cancelled as of 5/15/23.
  
  
  
  Regards,
  
  
  *** *****

• Initial Complaint

  Date:05/02/2023

  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.

  ServicePlus advertises that they cover $3000 per system, which isn't the case. Every claim I have filed has been an issue--from initially refusing the claim, to never assigning a technician. The most egregious incident, however, has been the withholding of a check I was supposed to receive from a dishwasher claim, which I submitted in October 2022. ServicePlus did a "virtual diagnosis" and determined that they would not pay to have it repaired. They would instead be sending a check to "cover the cost" of a new dishwasher. They then proceeded to tell me I would be getting $250 to cover this new appliance. $250 barely even covered the delivery charges and taxes on a new appliance. They told me it would take 6-8 weeks to process the check, which is also ridiculous if you want to fix any issue in a timely manner. It is now May 2023 and I still have not received the check. I have called MULTIPLE times. The first lady told me that she was sorry and would put in a priority rush. The second lady told me she didn't know why I was told that because they didn't do priority rushes. She also told me 6-8 weeks was just to process the claim in the check department, but then it would have to process for an undisclosed amount of time in a second department before it would be mailed. The third lady told me she would prioritize it, again. This lady also said to me: "well you have only called ** twice about it." Why am I having to call at all? The fourth lady told me I could cancel the service and get my money back for the unused time in my contract, and then I would be sent to her to make sure I got the check. So, I tried to call and cancel. When I called this time, I was told that if I canceled before 12 months, they would revoke the $250 check. I fully believe this is a fraudulent company who never intends to pay out any money. I want the money that is owed to me from the dishwasher claim, and I want my money back from the time I have utterly WASTED on this company.

  Business Response

  Date: 05/11/2023

  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.
  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. 
  The consumers check was mailed 5/5/2023. We apologize for any inconvenience this may have caused.   
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If the consumer would like to cancel the policy as per the Terms & Conditions, please contact ** at **************.
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim for dishwasher repair 01-10-2023. Advised 01-11-2023 that Service Plus would not repair my dishwasher and closed the claim. Advised by them on 01-19-2023 that they would only pay me $200.00 for the $569.00 replacement. Was advised it would take 6-8 weeks to receive check. I last talked to their rep on 4-28-2023 and was advised a check would be expedited and mailed the week of 05-01-2023. I tried to cancel my policy that expires 05-22-2023 and was told I could only cancel police in the month it expired so to call back 05-01-2023. I called ###-###-#### @ approx. 0905 hours and was advised by Morgan B***** that if I cancelled my policy I would not get my check owed to me that I should call back on 05-24-2023, the last day of my policy. All I want is the $200.00 owed to me and to cancel my contract that is paid up to 05-22-2023.

  Business Response

  Date: 05/10/2023

  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 7-10 business days. 
  

  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at ###-###-####.
  

  
  

  Customer Answer

  Date: 05/23/2023

  [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:04/30/2023

  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 my first service request 09/22/2022 for my washing machine after several months it was deemed that the washing machine was not repairable and I would be issued a check for $200. I am not sure how they come up with that amount. It is almost impossible to even find a use washing machine for $200 needless to say as of today 04/30/2023 I still havent received the check. On 04/06/2023 I filed my second service request. The heat works however the ** is not working or blowing cold air. The tech that came out states that it appeared that we were out of freon and have a leak. He placed nitrogen in the unit to check for the leak. Once he determined it had a leak he couldnt put freon in it because he was aware that it had a leak. Why wouldnt he inititally place freon in it to check for the leak vs nitrogen. He then said that the warranty company had to approve him to fill the unit with *****. Service Plus two weeks later sends an email stating that the claim is denied for eroision. The unit has no erosion. The unit is actually under 10 years old. It appears that this company is just in the business of collecting monthly premiums from consumers and not honoring the warranty and or promises that they sell. The desired settlement is the check for the washer and dryer and that does not take no 4-6 weeks. I want my ** unit replaced or repaired.

  Business Response

  Date: 05/09/2023

  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.
  

  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. 
  

  The consumer placed a claim for an air conditioner on 4/6/2023 stating the unit was not turning on.  The participating vendor reported the condenser coil is leaking due to rust/corrosion. As per the policy this is a non-covered condition.
  

  A. Air Conditioning System 
  

  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. 
  

  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except: 
  

  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  

  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 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: 19999783
  
  I am rejecting this response because: it is not factual. The unit has no rust and corsion. The unit is out of freon and has a leak. I am waiting on an hvac tech to come back out and complete repairs for me to provide more information. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 05/30/2023

  Complaint: 19999783
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition.  
  The consumers unit was out of freon, which means there is a leak. The consumers vendor reported the capillary tube was leaking. The capillary tube is made of copper and will not rust but it does corrode, therefore causing the freon to leak. As per the policy failures due to rust/corrosion are 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 your negative experience, but this failure is not included in coverage. As a gesture of good customer service, we can offer $150.00 towards this non-covered condition. Upon acceptance and resolution of this complaint, we will request the check be processed and mailed within **** business days.  For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Service Plus to cancel my warranty and was told by a manager oh that they cant which I know to be a lie. This is not the first time I had a warranty then I got hung up on not once but 4 times by different representatives I do this type of job for a living and never experienced the rudeness of this representative. I asked for mt bad card to be removed was told oh they cant do that, I want my contract to be cancelled I am not satisfied with this SHADY company I dont trust them at all and as. ************* Veteran I will reach out to my senators to see if I can get assistance. This company is SHADY

  Business Response

  Date: 05/05/2023

  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 purchased a monthly payment 1 year term policy on 2/23/2023 for the promotional price of $45.75 a month. With the one month waiting time to review the policy, the policy became effective on 3/24/2023.
  

  The consumer placed a claim for an air conditioner on 4/5/2023 stating there was inadequate cooling. The participating vendor reported the unit was low on freon for a very long time due to a leak on the rusted evaporator coil. As per the policy rust/corrosion is a non-covered condition. Additionally, this was a pre-existing condition to the policy becoming effective which is a non-covered condition. 
  

  V. COVERAGE
  

  A. Air Conditioning System
  

  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  

  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  

  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  

  VII. GENERAL LIMITATIONS OF LIABILITY
  

  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  

  The consumer requested to cancel the policy on 4/25/2023. In an effort to assist the consumer with this non-covered condition we offered to waive 2 months of monthly fees and add a free service charge fee to the consumers account to be used on a future claim. The consumer rejected this offer, and the policy was cancelled 4/25/2023 as per the Terms & Conditions. In an effort to assist the consumer we waived the $50.00 administrative fee. 
  

  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. All cancellation requests must be submitted in writing.
  

  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  

  
  

  Customer Answer

  Date: 05/05/2023

  [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:04/24/2023

  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.

  Filed a claim in October of 2021. I have kept current on all of my payments since then. The company was supposed to send me a check for $300. They have given me the run-around and still have not sent my check for my claim. They have given me a check number, but are still holding the check currently.

  Business Response

  Date: 04/25/2023

  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. 
  The consumers check was mailed 4/3/2023. We received the check back in the mail on 4/24/2023 as it was Returned to Sender, mailed to *********************************************. We updated the mailing address to PO Box 321, ************ ***** and the check was put back out in the mail on 4/25/2023.
  We apologize for any inconvenience this may have caused.  
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:04/23/2023

  Type:Sales and Advertising 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.

  Receive 10 spammed emails from this company, they do not honor remove from list requests. After seeing all the complaints I know see why they have resorted to spamming individuals even after a unsubscribed request has been processed several times

  Business Response

  Date: 04/24/2023

  Complaint ID:********
  Thank you 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.
  In an effort to assist this consumer we would need the email that they are trying to remove which was not included within the complaint. Once we receive that information we will have our IT department remove from the system permanently. 
  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 ###-###-####.