Complaints

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

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• 

  ServicePlus Home Warranty

  518 Old Post Rd Ste 7 PMB 315 Edison, NJ 08817-4683

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

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:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two warranty plans for my home and rental property in October of 2022. At that time the sales rep claimed I could cancel the agreement at any time by sending a cancellation letter and a $50.00 fee. The rep also claimed they responded to emergencies. On 3-29-23 I had a broken water line at my rental requiring me to turn off the water to the property. I attempted to contact serviceplus at 6:00 A/M and found they did not open until 9:00 A/M. When an agent contacted me several hours later she claimed it would take 24 to 48 hours to respond. (I had another contractor make the repairs as a result). When I called to cancel my contract the company refused. Each rep and supervisor i spoke to had a different story, one told me the contract could not be broken at all! Other reps put me on hold for extended periods then disconnected my call. I have stopped payment at my bank and refuse to pay any further. On 3-30-23 a rep from their "resolution ***** called me and after several minutes on hold claimed the contract could not be cancelled. Advise others as to this scam.

  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 consumer placed a plumbing system claim on 3/29/2023 stating the toilet was leaking. A participating vendor was assigned to the claim the same day. The consumer contacted us back the same day to advise they had the issue repaired. As we are not an emergency service, this is a non-covered condition as per the policy. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite the scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite the scheduling of a non-emergency service request, you may be required to pay an additional fee.
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If the consumer would still like to cancel as per the Terms & Conditions of the policy, please contact us at **************.
  
  

  Customer Answer

  Date: 04/10/2023

  
  Complaint: 19877148
  
  I am rejecting this response because: 

  I sent an e-mail to "************************************ with the following request.

   

  Once again, I am requesting that you cancel my policies #********* and #*********. in your response to my complaint, you stated the terms of your agreement without addressing the problem with your sales staff misrepresenting facts coupled with customer service reps who contradict themselves and apparently know little of your agreements. If you record all phone calls as you claim you are aware of these problems. your advertising states that you offer service 24 hours per day 7 days per week and 365 days per year yet when a problem arises one is led to an answering service and contacted hours later, even in the event of an emergency. You claim you are not an emergency service, yet your ads lead people to believe you are. I called your ************ several times and never got the same responses other than "unfortunately you cannot break your agreement".. Look at the complaints lodged against service plus and your low one-star rating." 

   

  I then received a return e-mail from ************************* advising me to "reach out" to the "cancellations **************** as they handled all cancellations-only to be advised there is nothing that can be done to cancel an agreement. Please forward my request for cancellation of both policies and a copy of this response to service plus.  The fact that ****************** was unwilling or unable to forward my request to the proper **** is an example of how this company wastes complaint customers time by running them around!

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

  Business Response

  Date: 04/18/2023

  Complaint: 19877148
  We properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience.
  The consumer has two policies with ServicePlus, which were both cancelled on 4/10/2023. A confirmation cancellation email was automatically sent at the time of cancellation. We request this complaint be closed as answered. For further assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:03/29/2023

  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 appliance warranty service plan with a company named Service Plus Warranty. I paid this company $750 in full upfront for an annual contractual agreement. The agreement was either replacement or reimbursement.at fair market value for appliances that cannot be repaired. On June 17, 2022, I processed a home laundry dryer claim. They were not able to repair it so they approved a reimbursement for $350. As of March 20, 2023, I still have not received the reimbursement check. I have called on 9 different occasions and each time I am told it will be escalated to management and it will be sent out to the next batch. On March 20th I spoke with a claims manager and his name is ***********************. He said the check will be mailed out in 1 week and I should receive it shortly. Per their policy, checks are approved and mailed out 6-8 weeks and now I have been waiting for 9 months and each month I'm told it should be mailed soon. Would the BBB be able to proceed with getting resolution with this outstanding claim payment of $350? I have patiently waited for the reimbursement and this company has not fulfilled their part. Any assistance with this matter would be greatly appreciated.

  Business Response

  Date: 04/06/2023

  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 account then expired, and the check needed to be submitted manually into the system. 
  The consumers check was processed and mailed 4/3/2023. 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:03/28/2023

  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 paid in full for a home warranty with Total Home Protection on 1/3/2020. Without being notified Service Plus is now our home warranty company. On 1/27/2023 we filed a claim for our range. The technician diagnosed our range over a video call. The only info he asked for was the make and model number. I told the tech the oven wasn't heating properly (took hours to reach 180 degrees.) A few days later I called Service Plus and was told they could not find a repair technician, I was advised many times they were still working on finding a tech and would be another 24hrs to 48hrs. Then we were offered $200 if we found our own tech, paid the tech, service fee, parts and labor. We didn't agree because there was no guarantee we would be reimbursed. Days later service plus had another tech diagnose our range with a completely different diagnose. Service Plus then emails asking me to call them, I was told the parts were no longer available to repair our range. We were then offered $400 to purchase a new range. That was on 2/17/2023. Still no check!! Besides many phone call made by me, with rude customer service and then being told Whirlpool no longer makes parts to fix our range, we ended up purchasing a new whirlpool range costing us $1,400 and going without a working oven for almost a month. Service Plus will not email me the reason why they could not repair our oven. I have asked many times for a confirmation email with the reason and confirm the check is being mailed. They refuse to send an email. To Top all this off with our complete dissatisfaction is Whirlpool DOES still make all parts for our range. I called again today asking to speak with the resolution manager, the rude supervisor tells me she can't transfer me to the manager. Service plus could have paid $60 for the one part or $600 for the other part. The frustrating thing is we don't really know what was wrong with our range, both tech's did an over the phone diagnostic.

  Business Response

  Date: 04/06/2023

  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 processed and mailed 4/4/2023. 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 **************.
  
  

  Customer Answer

  Date: 04/13/2023

  
  Complaint: 19864218
  
  I am rejecting this response because: I was told the part (s) were no longer manufactured . Although we had two different technicians give different diagnosis BOTH/ EITHER part (s) to repair our range are still manufactured and available. On March 29th ******** (manager) called me, stating the part is no longer manufactured. The part (s) are still being manufactured with Whirlpool. After I told ******** I have spoken to Whirlpool and have email confirmation that the parts are still manufactured and available, ******** tells me The reason why it wasn't repaired is because repairs don't last long, maybe 6 or 7 months. I asked why I was lied to multiple times by the supervisor and why we were not given the option to have our range repaired, ******** says if you don't comply with the outcome you can go to mediation by sending an email to Service Plus. Then she hung up on me. We are requesting Service Plus to reimburse us for the $1,400 that we paid to replace our range. Going without a range for almost a month, hours of calling Service Plus to find out our range could have been repaired with our Home Warranty and we would have not spent money on a new range.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/21/2023

  COMPLAINT ID: ********
  We properly addressed this complaint and cited applicable sections of the policy. The consumer placed a claim for an oven on 1/27/2023 stating the oven had inadequate heating. The participating vendor reported the control board and range temperature sensor failed. According to the model/serial number this unit was manufactured in 2014. Due to the age of the unit with the possibility of additional failures, funds were offered to the consumer on 2/17/2023 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.
  We sincerely apologize for your negative experience. The check was mailed on 4/4/2023. We politely request for this complaint to be closed as answered. For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:03/28/2023

  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 was looking for information on home warranty companies on line. Service Plus called me and solicited services. I agreed on 1/26 to pay one month and research the company and was told I could cancel if I wanted to. On 2/25, I went on their website to look at information, reviews etc. The website wanted me to sign a lengthy acknowledgment to be able to view any information. I was not comfortable with this and did not sign and logged off. I immediately called to cancel and spoke with a woman who said there was ***** there at that time to cancel. I received a call on 1/27 or 1/28 from a gentleman who said he notice I called and I told him I wanted to cancel. He said I could not cancel as it was past the 30 day timeframe to cancel!! I was not happy and told him I did not want these services and to cancel. They have emailed me daily and continue to try to deduct the $40 monthly amount ever few days. I have an internet account that I keep at a zero balance so I can control what is paid so they have not been able to collect any more money, however, they keep calling, of which I continue to tell them to cancel and they continue to tell me I cannot cancel. One gentleman told me they would send me to collections if I did not pay the 12 months. I just want this to be cancelled. I called within 30 days, never signed anything and do not want to be associated with a business that strong arms people like this.

  Business Response

  Date: 04/06/2023

  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 consumers policy was cancelled 3/29/2023 and the only payment received of $40.00 was refunded the same day.
  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. 
  We request this complaint be closed as answered. If you have any further questions, please contact us at **************.

  Customer Answer

  Date: 04/12/2023

  [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:03/24/2023

  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.

  I called Service Plus, I clearly told them my kitchen faucet was leaking, I had to call twice before I got a plumber, when the plumber came he called for a work order number, they told him he couldnt work on a kitchen faucet, that isnt plumbing, they refuse to fix or replace my faucet,The service person ask for $65 dollars I was with Totally home warranty for years ,they sold to Service Plus,I was paying $32 monthly and $45 service fees, they change to $38 and $65 without any notification. I had to pay for for service I didnt get. I tried cancel I was told they wasnt canceling my service because I was on contract which wasnt true, they are still taking money ********** wont stop the automatic withdraw, because they are saying I have a twelve month contract, thats a lie.

  Business Response

  Date: 04/03/2023

  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 placed a claim for a plumbing system on 8/12/2022 stating there was a leak under the sink. 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. A participating vendor was assigned on 8/23/2022 who reported the kitchen faucet failed and needed to be replaced. As per the policy this is a non-covered condition. 
  

  V. COVERAGE
  

  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.
  

  The consumer purchased a 1-year term monthly policy for the promotional rate of $32.00 on 7/15/2020 with a service charge fee of $45.00 per claim. Each year there is an automatic renewal, for the 7/15/2022 renewal, plan rates increased, and the consumers monthly fees went from $32.00 to $38.00. The service charge fee increased to $60.00 per claim.  An email was sent on 7/15/2022 to the consumer notifying them of these changes. 
  

  The consumer made multiple chargebacks and the policy was cancelled as of 4/3/2023.
  

  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  

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

• Initial Complaint

  Date:03/24/2023

  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.

  Had purchased a home warranty through Service Home Plus and my Ac unit failed. They had a service tech come and diagnosis the system. The technician told them that the system had a leak and the system was not cost effective for repair. The system was functioning just fine last November and a month ago we tried to use it and ambient air was coming out. Service Home Plus said that the issue was preexisting and would not cover it. I'm a 100% Disabled Veteran and on a fixed income. I asked for a refund for money paid into their service and to cancel the service. They denied it all.

  Business Response

  Date: 04/03/2023

  Complaint ID:     19849210
  

  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 placed a claim for the air conditioner system on 2/23/2023 stating there was inadequate cooling. During the initial call-in questionnaire when asked when the last time the unit was working the consumer advised 11/22/2022. The consumers policy was effective on 2/15/2023 so we contacted the consumer who advised that was the last time they used the unit but had turned the unit on 4 days prior and realized it was not working. In an effort to assist the consumer we assigned a participating vendor to the claim. The participating vendor reported the system was completely flat and had leaks throughout the entire system. Due to the unit having multiple leaks throughout the system it was determined this could not have happened within the short life of the policy and the unit did not enter the policy in proper working order. The claim was determined to be a non-covered condition as per the policy.
  

  I. BASIS FOR COVERAGE
  

  B. Are in place and in proper working order on the effective date of this Agreement; and
  

  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.
  

  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:03/17/2023

  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.

  I called Service Plus to arrange service for my garbage disposal in July 2022. I was told they were not able to locate a technician in my area and to arrange for my own technician and call for PRE-APPROVAL once the technician was on-site and was able to verify the problem. I did this, and since pre-approval had to be directed to a manager the service for claim was not completed. It approval was granted 8/26/2022, and I was informed I would be reimbursed $250.00 for the garbage disposal. The work was completed and the receipt submitted on 10/22/2023. I was informed I would have the check in *********************************************************************************************** 1 large batch and I would receive my check by the end of 12/2022. Since that time I have repeatedly called on 1/16; 1/27; 2/16; 2/24; 3/10; 3/17. I have spoken with the 2 employees on staff who "deal with open claims" and was assured that the paper work has been expedited. On 1/27 one of the employees stated that she changed the check status to put to paid and I was assured the check would be in my hands in **** business days. I sent an email on 1/27 to ******************************* per the employee's instruction as she told me that there was no possible way to speak to her manager or anyone else in the company. I have left messages on 3/10 and 3/17 without return. I paid my premium for my policy. This process has been frustrating, time consuming and quite frankly I feel that the company is being fraudulent in its actions. I paid for a service, complied with the rules and still despite all of this I am still without the reimbursement I am entitled to under the service contract. Thank You *********************

  Business Response

  Date: 03/23/2023

  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 account then expired, and the check needed to be submitted manually into the system. 
  

  The consumers check was processed and mailed 3/22/2023. 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 **************.
  
  

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19615785
  
  I am rejecting this response because:  I have not yet received the check in question.  I understand that per the message the check has been sent, however until such time as  I receive and cash the check - ***** business days from March 22 (April 12) then I consider the matter unresolved. I was told repeatedly during the time my account was open that the check was in the mail. I was told repeatedly until my complaint to the BBB on 3/17 that it was being worked on.  At the time which I receive and cash the check without issue, I will then be happy to accept the response. Thank You
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 04/05/2023

  
  
  Complaint ***********
  We properly addressed this complaint.  The consumers check was mailed on 3/22/2023. Our system shows the check was cashed on 4/3/2023 which confirms receipt. 
  We sincerely apologize for your negative experience. We request this complaint be closed as answered. For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 04/09/2023

  [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:03/15/2023

  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 had extreme issues with ***************** Warranty. Since signing a contract with this company I have filed only ONE claim and it took more than 3 months to get my issue (toilet problem) fixed. Service Plus phone employees were rude, they kept hanging up on me and kept delaying my claim. Now, all I am trying to do is talk to a human being about having someone come out to service my outdoor air conditioner unit (it just needs routine maintenance check). It still runs fine, but. it should be checked and I cannot access it myself. I have filled out the proper forms on their website, but I have heard back from no one. I cannot do anything more. I have contact the Attorney General of the **************** but have not yet heard back. I cannot understand how attorneys generals in **** states allow this company to stay in business. They are scammers. They take your money, then do everything they can to avoid talking to you or doing any business with them. I want my money back, or I want them to honor their contract and maintenance my outdoor air conditioner unit.

  Business Response

  Date: 03/23/2023

  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 contacted us on 3/15/2023 in order to place a claim for routine maintenance to be performed on their air conditioner unit. As the policy covers normal wear & tear mechanical failures, the consumer was advised this is a non-covered condition. It states multiple times throughout the policy we do not cover maintenance. 
  

  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
  

  B. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.
  

  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.
  

  S. This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. If a claim is denied due to lack of maintenance then we have the right to request maintenance records from you. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.
  

  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 politely request this complaint be closed as answered. 
  

  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: 03/23/2023

  
  Complaint: 19601232
  
  I am rejecting this response because: I was NEVER told that a healthy maintenance check was not covered.  ************ ******* Plus won't even come out to fix my toilet.  In fact, I had a "******* Plus employee" call me two days ago to check on the status of my toilet claim.  I told him I called the company they assigned to my claim, and the service company still has not called me to set up an appointment. I've left two message.  HOWEVER, I THEN DISCOVERED WHY THE SERVICE PLUS GUY WAS CALLING, it was under the guise of trying to upsell an ADT Security System to me.  I told him, "you cannot even respond to my claim and you want to sell me on ADT? Please." I even told him that I already had an aging, non-working ADT box in my condo from the previous owner.  I told him that ADT flat out told me that they don't remove old ones, that it was essentially my problem.  He said, "well, I can guarantee you we'll remove the old one when we install the new one."  I said, "uh, no thanks."  I hung up.  ******* Plus is a horrific company.  I cannot wait until my contract is up so I never have to use them again.  They are truly a bad company.  They were sued by the Attorney General in ************ under the name of TOTAL HOME PROTECTION.  
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/03/2023

  
  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 air conditioner issue was as a result of a non-covered condition.  
  

  During a sales call the consumer may ask questions to which our sales team is able to provide answers, but they are unable to go over each option of the policy which is why our customers have 30 days to review after purchase. 
  

  The policy is available on our website at the bottom of the main page under Resources/Service Agreement *************************************** for a consumer to review prior to purchase. The consumer is also emailed a copy of the policy upon purchase or they may go to their customer portal to review the policy.  As per the policy
  

  XII. CANCELLATION
  

  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.
  ServicePlus is currently working in conjunction with Secure24 who is an authorized ADT dealer. 
  

  The consumer renewed on 6/17/2021 for a 5 year + 1 free year policy for the promotional rate of $1,800.00 with 4 consecutive monthly payments of $450.00. On 6/22/2021 the consumer contacted us to downgrade the policy. We worked with the consumer to downgrade to a 3 year policy for the promotional rate of $1,050.00 which the consumer agreed. 
  

  The policy renewed on 6/17/2021, with 21 months at the standard contract rate of $52.00 a month totals $1,090.00 and a $50.00 administrative fee, no refund is due. 
  

  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. We politely request this complaint be closed as answered. If the consumer would like to cancel this policy as per the Terms & Conditions, please reach out to us **************.
  
  

  Customer Answer

  Date: 04/03/2023

  
  Complaint: 19601232
  
  I am rejecting this response because:

  ServicePlus Home Warranty is not providing enough money to the contractor (plumber) to do the job. He (*************************) said that ServicePlus is only willing to pay him $100 to do the job. He also told me that I would need to give him $60 dollars as stated in the ServicePlus agreement, however ServicePlus (because they screwed me so royally last time) offered to waive the $60 fee. ********* will not accept that.

  He (*********) told me, before he EVEN LOOKS at the job, that it will cost over $200 dollars-- he said that was the base charge for his company for him to come out.

  ServicePlus will not *************. All they do is provide the main number and a recording that will not direct me to a human being so I can speak to someone.

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

  Business Response

  Date: 04/10/2023

  Complaint: 19601232
  We properly addressed this complaint and cited applicable sections of the policy regarding the air conditioner claim. The consumers rejection response is in regards to the plumbing claim where the initial vendor was new to our company and was not aware of the process. We have reassigned the claim to a participating vendor on 4/6/2023.  
  We sincerely apologize for your negative experience, but request the complaint which was in regards to the air conditioner claim which has been answered be closed as answered at this time. For additional assistance, please reach out to us **************.
  

• Initial Complaint

  Date:03/13/2023

  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 made a claim against my covered garbage disposal for $209 in June of 2022. The claim was accepted and i was told that a check would be coming in 6-8 weeks. It is now March of 2023 and I have still not received my reimbursement. I call monthly to inquire and the excuses keep changing.

  Business Response

  Date: 03/21/2023

  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. 
  The consumers check was mailed 3/20/2023. 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:03/12/2023

  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.

  On the 13th of February, I was contacted by a sales representative of ***************** Warranty. I was quoted a one-year coverage cost for a one-time payment of $315.00. I have since been charged a second time the following month. I have called their "customer service" line and was told, oh, we are taking that a total of 3 times. I was further told by someone calling themselves ******, that there was no one to be forwarded to in order to escalate or resolve the issue.

  Business Response

  Date: 03/21/2023

  Complaint ID:     19586425
  

  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 purchased a 3 year + 6 months free policy on 1/12/2023 for the promotional price of $1,260.00. Usually, yearly policies are paid with a 1 time charge but we agreed for this consumers payments to be broken down in 4 consecutive monthly payments of $315.00. The first payment was made 1/12/2023, the second payment on 2/12/2023 and the 3rd payment on 3/12/2023. There is 1 last payment which would be taken on 4/12/2023.
  

  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 ************** and ask to speak to our Retention team.