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.

close

Find a Location

ServicePlus Home Warranty has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/22/2023

  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.

  In December my dishwasher stopped working, they said like they have told multiple people it cant be fixed and they would send me a check for 250 dollars also it would take 8 weeks to process . It is now April and still havent received my check . This company is the worst stay away.

  Business Response

  Date: 04/28/2023

  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 **************.

  Customer Answer

  Date: 04/28/2023

  [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:04/20/2023

  Type:Delivery 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.

  There are 2 pending claims for my dryer and cooktop. $280 was approved for Dryer and $200 for my cooktop . I have not received the check so far and it is always the case and customer care gives standard response that they will escalate to the department responsible. Claim number - ****** and ******.

  Business Response

  Date: 04/28/2023

  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 for both claims 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: 05/06/2023

  [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.  Received confirmation my checks will be sent in 7 days. 

   

  Below feedback can be passed to the company that will be great. I appreciate BBB efforts here.

  We understand pandemic impact on businesses and the explanation provided should be explained to new customers company is enrolling that your claims will not be paid on time due to ongoing internal issues. Add additional clause in terms and conditions of the policy if claim is not paid within advised period an additional penalty per month etc. Be transparent and customers will be happy. Request customer care to be patience when followed up, Have a separate line for claim payment follow up and provide accurate information. Publish in your sales website. 

  Thank you for addressing this matter for me.
  Regards,
  
  ***************************************

• Initial Complaint

  Date:04/20/2023

  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 switched to this company because of the lower cost, their promised quick response and excellent customer service. My nightmare began the first time I needed their service. This was just a small repair issue. First I couldnt find my policy information because it was never sent in mail or email. Finally when we got the policy information I was able to submit the request on 3/31/2023. After a few days I didnt receive a call so I checked the online status. It was assigned to a technician but I hadnt received a call. There was no contact information for me to call online so I had to call customer service. After several back and forth conversations I paid the $79 so it can be repaired. I was told this had to be paid before a technician can be onsite. I was later told the mother board would be in before the 19th. My dishwasher is still not fixed 4/20/2023 and I have received no further communication. I am dissatisfied so I wanted to cancel my service. I am fully paid up to 5 years from my contract start. I fulfilled my part of the contract but i dont feel this company is providing what they promised. The man I spoke to was rude and said I cant cancel service. He told me to just leave it active and dont use the service. This seems really shady.

  Business Response

  Date: 04/28/2023

  Complaint ***********
  Thank you for contacting ** with the above referenced complaint. We at Total Home Protection 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 3/30/2023 stating the unit was not coming on. The participating vendor reported that user interface control board and a control board failed. The claim was approved for repair. The consumer contacted ** on 4/21/2023 stating the repair had not yet been done. Due to the waiting for the parts to be received there was a delay in repair. It has been confirmed that the repair has been scheduled for 5/5/2023.
  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 **************.
  
  

  Customer Answer

  Date: 04/29/2023

  
  Complaint: 19960002
  
  I am rejecting this response because:

  On the original complaint I stated that the company was unprofessional and it was taking too long to fix the dishwasher. I am still waiting on the repair (just about a month now). They never sent anyone to look at the dishwasher so no one is even sure the repair that is scheduled on the 5th will fix it. 
  

  I requested several times they they close this account and they refused to. I asked for them to delete my credit card information and they refused that also. I didnt even ask for a refund I just wanted to cut ties with them and they refused. 
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/30 Charges of $46 03/30 Charges of $368 04/16 Charges of $46 Unauthorized Charges for Services after I stated to discontinue

  Business Response

  Date: 04/27/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We at Total Home Protection 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 account was in a past due balance and the payment was system generated to collect those fees. The consumer contacted us on 4/18/2023 to advise they no longer wanted the policy, and all charged fees taken on 3/30/2023 and 4/16/2023 were refunded on 4/21/2023 back to the card on file. 
  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:04/12/2023

  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.

  ServicePlus Home Warranty said they covered plumbing, roofing, appliances for homeowners. Took call Andrew convinced me of coverage. Dec. 31, 2022 they took $420, on Jan. 31, 2023 they took $420, also Mar 1, 23 they took $420 (did not agree!) from credit card. Policy ********** No policy sent for me to review coverage. Tree fell on porch roof high winds 3/13/23. Saw damage 3/14/12 & submitted online claim #********. Recv'd e-mail confirmation 3/15 said I would recv response within 24 hrs. NEVER REC'VD CONTACT ABOUT MY CLAIM!
  3/22/23 called ServicePlus on hold, 1/2 hr no answer. Called 3/30 connected I explained roof damage gave claim # & policy #. They said no record of my claim. Explained home at ***** *** ** ****** ** had roof damage. Was told I do not have roof coverage. Said I want money back! Agent said no refund past 30 days. On 4/3 got e-mail saying they would refund $300 due to high demand for repair technicians they cannot service my repair request. This company is deficient in regard to services promised, communication, follow-up and customer service. I have paid $1,260 to ServicePlus and have no hope of getting my roof repaired as promised! I want a total refund and want nothing to do with this company EVER AGAIN! Attaching copies of credit card bills showing the withdrawals from ServicePlus Home Warranty on the dates noted above.

  Business Response

  Date: 04/13/2023

  Complaint ID*********
  

  Thank you for contacting us with the above referenced complaint. We at Total Home Protection 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 submitted a Limited Roof Leak claim on 3/30/2023 stating some shingles fell off. Due to limited availability of participating vendors 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 report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumer rejected this offer, and we continued to work on securing a participating vendor. 
  

  Within the consumers complaint they state a tree feel on the porch roof due to high winds. Unfortunately, this is a non-covered condition as per the policy. 
  

  I. BASIS FOR COVERAGE
  

  C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.
  

  VI. OPTIONAL COVERAGE
  

  B. Limited Roof Leak
  

  Note: Coverage applies to single family homes only.
  

  COVERED: Repair of shake and composition roof leaks over the occupied living area.
  

  NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  

  VII. GENERAL LIMITATIONS OF LIABILITY
  

  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  

  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: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I was never given the details of the policy coverage at the time of the salesman calling nor after I requested it.  The information was just revealed due to this claim.  I feel I was lied to by Andrew the salesman telling me I had roof coverage and him not explaining these conditions.  If there is a recording of the sales call he had with me it will verify I asked about the coverage terms and I asked for a copy of the coverage at the sales call.  I never got a response to my initial claim call and was not told to have a local vendor come to diagnose the failure.  ServicePlus told me I did not have roof damage coverage when I called about the claim (after they cashed my checks).  I feel totally violated and emotionally drained by this experience I work 2 full time jobs and support my special needs grandson.  All I wanted was a reputable company to give me the service and repairs as they stated they would.  Why can’t I just get a refund and please be done with this horrific issue!  I still have a damaged roof,  You took my money and I have no recourse for repair!)
  
  
  
  Regards,
  
  
  **** ********

  Business Response

  Date: 04/24/2023

  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. In this case the roof failure was as a result of a non-covered condition.  
  

  Our policy is located on our website at all times to review prior to purchase ********************************* Additionally, a copy of the policy is emailed to the consumer automatically upon purchase or the consumer may review the policy on the customer portal once they purchase the policy. They have 30 days to review the policy for a full refund as per the Terms & Conditions of the policy. 
  

  XII. CANCELLATION 
  

  A. This Agreement may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHW’s issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (v) a change in laws or regulations that has a material effect on the business of SPHW or SPHW’s ability to fulfill its obligations under this Agreement. 
  

  B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us. 
  

  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 y
  

  We sincerely apologize for your negative experience, but this failure is not included in coverage. We request this complaint be closed as answered. If the consumer would like to cancel the policy as per the Terms & Conditions, please reach out to us ###-###-####.
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  Claim Number: ****** Policy Number: ********* Submitted a home warranty inquiry on a washer/dryer combo that stopped working in November 2021. I paid $45 for a technician to assess the unit. I was told that the unit could be fixed but was later told that the part could not be ordered. I was promised $300 disbursement and that it would be within 4 months (March 2022). I have emailed and did not get a response. Later finally was able to reach Service Plus rep who stated that the check was not sent.

  Business Response

  Date: 04/21/2023

  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 **************.
  
  

  Customer Answer

  Date: 04/21/2023

  [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:04/08/2023

  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.

  Paid for 6 year contract ***** instalments and when tried to cancel the service they would not cancel it. When I tried with my credit card company, they only returned two instalments as they said the other 4 transactions were old. Now ServiceNow guys are not returning the rest of the money saying they dont me any money as I reached out to my bank for canceling the instalments. Total money I owe back now is $1100 from Service Plus which they are not returning.

  Business Response

  Date: 04/17/2023

  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 initially purchased a 5 year + 1 free year policy on 6/2/2022 for the promotional rate of ********, with 5 consecutive payments of $390.00 each.
  The consumer placed a claim on 9/9/2022 for a refrigerator stating there was inadequate cooling. The initial participating vendor reported the evaporator cover assembly for the refrigerator, evaporator cover assembly for the freezer and the assembly ice tray failed. Due to the multiple component failures and the potential for additional failures funds were offered to the consumer. The consumer was not happy so in an effort to assist the consumer we offered additional funds toward replacement. At this time the participating vendor contacted us back to report that the connection plug from the evaporator fan on the refrigerator side to the part has a missing prong which is built in the frame harness and there was no way to repair this. As per the policy missing parts are a non-covered condition. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  In an effort to assist the consumer on 10/12/2022 we offered the authorize amount of the repair of $556.18 to the consumer, even though this was a non-covered condition. 
  On 10/15/2022 we received the first chargeback of $390.00 for which we accepted that chargeback and refunded the consumer $390.00. 
  On 10/17/2022 we received a call from the consumer who agreed to deduct the $390.00 from the $556.18 and continue to keep the account active. The balance of this amount of $166.18 was mailed 11/4/2022. Our system shows the check was cashed on 1/23/2023 which confirms receipt. 
  On 11/19/2022 we received another chargeback for $390.00, which automatically cancels the consumers account as per the policy. This charge was intercepted and refunded on 11/19/2022. 
  On 11/21/2022 we received 3 chargebacks each for $390.00 for the remaining $1,170.00 we still had in house. 
  With 9 months of coverage used at the standard contract rate of $52.00 a month totals $468.00, costs incurred $311.18 and a $50.00 administrative fee per unused term of 4 years totals $200.00 totals $991.18. Total refund due if consumer had cancelled the policy instead of doing chargebacks would be $178.82. With $140.00 in chargeback fees that ServicePlus incurred from the chargeback company, this is considered costs incurred and will be deducted from the refund amount for a total refund of $38.82. 
  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 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 resolve this complaint, if the consumer agrees to the refund amount as indicated above, we will expedite and mail the check within **** business days upon their acceptance. 
  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:04/04/2023

  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.

  Below is a timeline of the correspondences that I have had with ***************** Warranty regarding a claim I filled on August 11th, 2022. As of April 4th, over 15 weeks reinbursement has not been received from this company.The original service technicial was assigned when the claim was filed. This technican never returned by my calls to schedule an appointment. August 25th- A new contractor ************* LLC was assigned. After inspecting the garbage disposal, he concluded that a replacement was needed and told me that a part would be delivered in a week. The contractor was paid the $75.00. October 13th, ************* LLC's contractor had still not scheduled the service. I called Service Plus customer service and was told that they would reassign to a new contractor. October 27th- Service Plus contacted me stating that they could not locate a contractor. At that time, I was told about a reimbursement option. I was provided a form and told that I needed to contact the claims department prior to the work being completed. November 8th, I provided the estimate which was approved by the Service Plus authorization department. The total cost of the work was $389.00 for parts, disposal, and installation. December 6th- I was informed by Service ************************** that I would be receiving $250 or 64% of the total cost I incurred. I have called Service Plus on Janurary, 25th, February, 15th and again on April, 4th 2023 and in each time they informed me that the I would be notified the accounting department would submit payment.

  Business Response

  Date: 04/14/2023

  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:04/03/2023

  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.

  CS=customer supp I bought my ********************** in Jun2021 from Total Home Protection(now Service Plus)I paid in full for 5 yr and they gave 1 yr free; so a total of 6 yrs and they clearly mentioned we can cancel at any time and prorated refund would be issued. We took in a large group.Policy#*********** I heard very bad reviews about this company from every one who tries to use their services and these are all close friends. None of us want such hassle when in need of a warranty for which we paid our hard earned money for. So to avoid such hassle I reached out to their CS to cancel my warranty, CS put me on hold for a very long time and said prorated amount would be $500; I asked him to cancel it and provide the prorated $$; he put me on hold and got back after a while and said they wont refund me the $$ and I don't have an option but to hold on to it. I asked for Mgr and he said he is the Mgr. Next day I called again and was put on hold for more than 30 mins at least 3 times and no one really cared, they were just waiting for me to cut the call. Later I got hold of the real Mgr and he abruptly said cancellation is mutual agreement and the only option is to stick with them. I also mentioned about the prorated amount upon cancellation mentioned in the terms page of their website, but still he said there is nothing they can do. In call Mgr was asking they will provide 1 free service as I have never used their warranty; the only reason is to cut that amount from the $500 they are supposed to give as prorated so that I wont get any money back if I cancel.******************************************** As per their terms; the cancellation should be in writing, which I did and even after follow *** I don't get any response from them.This is direct stealing of money and $500 is not a small amount per customer.No ********************** has ever done this to me and I really don't know how to make sure these guys are punished and every one who bought this warranty that I know has pretty bad experiences.

  Business Response

  Date: 04/12/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We at Total Home Protection 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 requested the policy to be cancelled on 4/4/2023.
  The consumer purchased a 5 year + 1 free year policy on 6/4/2021 for the promotional rate of $1,700.00. With 21 months of service at the standard contract rate of $52.00 a month totals $ 1,092.00 $50.00 administrative fee, total refund is $558.00.
  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 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. 
  Applicable refunds are processed within ***** business days. In an effort to resolve this complaint we have requested this refund be processed within the next 3-5 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:03/31/2023

  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 received solicitations from this ** and finally purchased on 2/27/23 and was told a price of 35 monthly and then was debited **** then ***** and I let it slide That same day received email solicitation from them on ADT Security but no POlicy as PROMISED and let it slide. Then March 29 I noticed once again ***** taken out so I called in and also said received no policy so they then emailed me a policy After a quick scan of the policy I seen that it was nothing like I was told about repair and/or replacement etc so I called in and talked to RESOLUTIONS ******* and told him that I wanted to cancel and a full refund for Misrepresentation as I can see Limits to claims and he **ntinue to try to sell me by upping the limits etc and I said I wanted a full refund as I AM DONE UNDER LAW I HAVE A 3 DAY RIGHT OF RECISSION AS I TOLD HIM AND I EXPECT A FULL REFUND!!!

  Business Response

  Date: 04/07/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We at Total Home Protection 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 policy has been cancelled as of 4/7/2023. The applicable refund of $72.00 will be processed 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. 
  In an effort to resolve this complaint the consumer will be refunded 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 **************.