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

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

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

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2022, ServicePlus Home Warranty confirmed with me via email that my Claim #****** was a covered claim and that they would reimburse me $300 once they received a copy of the paid invoice. The paid invoice was provided by both, my Property Manager (*********************), and myself.I have sent two follow-up emails dated December 9, 2022 and January 15, 2023, including resending copy of paid invoice, because I haven't received my $300 reimbursement.To date, I still have not heard from ServicePlus Home Warranty or received reimbursement of $300 for my covered claim.Please see attached email communications between ServicePlus Home Warranty and myself:----- Forwarded Message -----From: "Claim Update" <****************************************>To: *********************** <*********************>Hide original message Sent: Sat, Dec 3, 2022 at 6:45 AM **************** Plus | Claim#****** Dear ***********************************, You are receiving this email because you placed a claim on 2022-11-12 for your Heating System. Please be advised that this is a covered claim, Service Plus will reimburse $300.00. Please send in a copy of a paid invoice so we can proceed accordingly.Sincerely, Claims Team Ph: ************** www.serviceplus.com Hrs: Monday-Friday 9:00 AM - 7:00 PM This email was sent from a notification only email address that cannot accept incoming email. Please DO NOT reply to this email message.*********************************** ...wrote: ServicePlus, Have you received the...***, Jan 15 at 12:22 PM *********************************** <*********************>To:Claim Update Cc:******************** Sun, Jan 15 at 12:23 PM We have not received reimbursement for Claim# ****** According to your December 3, 2022 email confirmation. We have not received a reply to our December 9, 2022 inquiry either. Please see attached copy of paid invoice.Thank you,*********************************** Show original message Claim# ****** Receipt_2023-01-15 **** ******* St..pdf 1.7MB

  Business Response

  Date: 03/16/2023

  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 on 3/10/2023. 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.  
  We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:03/07/2023

  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 submitted claims, paid for a service fee but nobody has come out to fix my appliances a week later. They ask for payment prior to the service call being made, then they do a virtual diagnosis call which you apparently are required to pay for, and then don't send anyone out to make the repairs. The diagnosis company advised me to make the repairs myself. I am not paying for a diagnosis service, I am paying for a repair service and they are not providing said service.

  Business Response

  Date: 03/21/2023

  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 refrigerator on 2/27/2023 stating the freezer was inadequately cooling. Due to limited availability of participating vendors and to not delay service, reimbursement was offered to the consumer. 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 to report the failure, parts & pricing. Once approved a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt.  We still have not received a diagnosis from the consumers vendor.
  

  The consumer placed a claim for an oven on 3/2/2023 stating there the bottom element was broken.  Due to limited availability of participating vendors and to not delay service, reimbursement was offered to the consumer. 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 to report the failure, parts & pricing. Once approved a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt.  We still have not received a diagnosis from the consumers vendor.
  

  The consumer placed a claim for a clothes dryer on 3/2/2023 stating the unit was not turning on. We assigned a participating vendor who reported thermal fuse and thermostat kit needed to be replaced. We advised the consumer we would send the parts directly to them. We attempted to get a participating vendor to install the parts but was informed on 3/7/2023 by the consumer that they would be getting their own vendor to repair and go through reimbursement. 
  

  The consumer contacted us on 3/13/2023 stating the parts that were sent were incorrect, the consumer was advised to have their vendor contact us with the diagnosis.  The consumers vendor reported the unit needed a new drive motor. The consumer was advised to send in a copy of the paid receipt from her vendor, which was never received. It was determined due to the age of the unit and potential additional failures, $300.00 was offered to the consumer 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.
  

  On 3/16/2023 due to the consumer being unhappy, we offered the consumer 2 monthly payments waived and a free service charge fee added to the account to be used on a future claim. Additionally, we offered to lower the service charge fee from $60.00 per claim to $45.00, which was accepted. 
  

  On 3/16/2023 the consumer advised they processed  3 chargebacks for the service charge fees they were charged but after speaking with one of our representatives they would contact the bank to withdraw them. 
  

  On 3/21/2023 we received multiple chargebacks which automatically cancels the consumers policy 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 ************* Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHWs issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (**** change in laws or regulations that has a material effect on the business of SPHW or SPHWs ability to fulfill its obligations under this Agreement.
  

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

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

  Customer Answer

  Date: 06/14/2023

  
  Complaint: 19550997
  
  I am rejecting this response because: They failed to send a technician to my home to properly diagnose and repair the appliances on said claims, and told me I would have to get my own Technician, in spite of paying them the $60 service call fee for each claim. Due to the fact that they had someone complete a virtual diagnosis, I was unsuccessful at finding a technician that would come to repair based on said diagnosis so I had to pay for a technician to diagnose. This, on top of the service call fee. My tehcnician fees totaled $455 plus the $180 for each service call fee I paid to Service Plus. Technician determined two of the three appliances had to be replaced. Third appliances was repaired with provided parts but I did have to pay for labor. During this time, communications by Service Plus ceased so I started checking and found that most people are claiming this company to be a scam. At this time I disputed charges with my credit card company, to which Service Plus responded with lies saying they had held up their end of the bargain and provided service to me, which they did not. After they learned of my disputed charges they cancelled my account, in spite of all disputed charges being returned to them. I filed a complaint with the ******** ****** ***************** at which time they sent me two $300 checks for replacement of the appliances. In short, I have paid them over $1,000 in monthly fees, service call fees, paid $455 in my own technician fees that they PROMISED would be reimbursed, plus $2700 to replace appliances and they think they have done their part with $600 in return, claiming depreciation. This is truly a scam operation. They are crooked, and they are blatent liars. If call recordings are pulled you will find that their representative told me I would be reimbursed for the $300 each PLUS what I paid to the technician. Now they are saying they owe me nothing because my account is closed. Obviously it wasn't closed at the time of the claims. I can't get anyone to help me.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/20/22 I filed a service request for my broken dryer, they said it couldnt be fixed and would instead pay me $250 towards a replacement! Nearly 8 months later still havent received payment, Ive called monthly looking for my payment only to be told its delayed and they wont allow me to cancel my payment/and or contract and if I do it will prevent me from collecting the $250 check for my dryer that I replaced 7 months ago! This is fraudulent!! They continue to take my money monthly and wont pay me! Ive requested the check and a full refund for each months payment that Ive paid since July!!

  Business Response

  Date: 03/14/2023

  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. 
  The consumers check was processed and mailed on 3/10/2023. 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:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2022 They couldnt fix the igniter on my oven so I had to buy a new one. They told me the beginning of October they would send a Check for $250 I should expect in 6-8 weeks. After numerous calls, the service department would just tell me its processing. I have reached out to them over a dozen times with no resolution its been 5 months.

  Business Response

  Date: 03/14/2023

  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. 
  The consumers check was processed and mailed on 3/10/2023. 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:02/28/2023

  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.

  try to get this people to fix the problem they ware never able to fix it call and call and nothing happen so i got tired of this company no more no more ??????

  Business Response

  Date: 03/10/2023

  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 built-in microwave on 4/11/2022 stating there was inadequate heating. The participating vendor reported the unit needed a magnetron and a high voltage diode. Due to the age of the unit and possible additional failures once repaired, we offered the consumer funds as per the policy 
  VII. GENERAL LIMITATIONS OF LIABILITY
  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  The funds were authorized on 4/15/2022 and the check was mailed 7/6/2022. Our system shows the check was cashed on 8/3/2022 which confirms receipt. 
  The consumer placed a claim for a clothes dryer on 1/23/2023 stating the unit was not turning on.  The participating vendor reported the control board and switch failed. The participating vendor also reported the parts were on backorder. On 2/28/2023 the consumer contacted us to advise us the unit had still not been repaired. We reached back out to the vendor regarding the back ordered parts and were advised the parts were no longer available.  We offered the consumer funds which were accepted on 2/28/2023. The participating vendor contacted us at one point to advise that the parts were available but on backorder so we did advise the consumer that a repair could be done.  On 3/9/2023 we heard back from the consumer to advise the repair has not been done at which point ServicePlus searched for the parts and found them to actually no longer be available. We have submitted for the agreed upon check amount to be expedited and mailed to the consumer within **** business days. We sincerely apologize for any inconvenience this has caused.
  VII. GENERAL LIMITATIONS OF LIABILITY
  U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:02/24/2023

  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 contracted with Total Home Protect home warranty company with a year to year contract approximately eight years ago. Two years ago when I renewed no one told me I was contracting with a different company which is now Service Plus and because I had been quite satisfied with Total Home Protect I paid for a 3 year contract. I was deceived and would never have paid for three years up front with a different, unfamiliar company to the tune of $1500.00. When I needed to call on them I had a washing machine that could not be fixed according to the technician from the company they provided. I was told I would receive $250.00 towards a new washing machine which I have not received and it has been a year and a half.

  Business Response

  Date: 03/06/2023

  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.  We are aware of these delays and are working diligently to resolve them.  
  We apologize for any inconvenience this may have caused. In an effort to resolve this complaint we will expedite the check within 5-7 business days. 
  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:02/21/2023

  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.

  Their unsubscribe link to their junk email does not work. The link sends you straight to their website.

  Business Response

  Date: 02/28/2023

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  We have reached out to our marketing team to have them search for and remove any information regarding this consumer located in our system. 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. We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:02/20/2023

  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.

  On December 12, 2022, I submitted a claim for my dishwasher. On the exact same day I had a virtual appointment with the technician who deemed the dishwasher to be replaced. I was told by a representative with Service Plus that I would get a $250 check to toward the purchase of a new dishwasher. I called the business on today to get as status on the check and told that I had to wait 6-8 weeks which it has been well over. Not only that I was told that the check would be escalated by the Manager of the ***************** **** badge # *** that , this won't happen until I bring my account from a past due status to active. I explained that I couldn't make the payment because I had to make the decision on being without a dishwasher for another month which would be 3months are pay the monthly payment and choose to get a dishwasher. There is nowhere that it says that my account has to be in active status to receive a reimbursement check. this is ridiculous, my account has been in active status before all of this happened. I purchased this coverage to help me, but it seems that they are a rip off company.

  Business Response

  Date: 02/28/2023

  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.  We are aware of these delays and are working diligently to resolve them.  
  We apologize for any inconvenience this may have caused.  Although the account was in past due status, we waived the February payment and requested the check be expedited within **** business days from this response. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 02/28/2023

  [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:02/20/2023

  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 placed a service call for repair of my washing machine in 10/2022. The service repair came to visit in which I paid my required additional $75 service fee, he did nothing to diagnostically test the machine and indicated he would let ServicePlus know the repair that was needed and he would need approval from Serviceplus before taking any other actions. I called ServicePlus numerous times in regard to getting my washing machine repaired. The company first offered me a settlement of $200 if decline the offer due to the fact the settlement offer would not be able to resolve my issues. The next decision was to have the repairman return and repair the washing machine. The repairman kept giving me the runaround and service plus decided to increase the settlement offer to $300. I agreed to the offer due to the point that I'm frustrated and have been without a washing machine for several months. Upon accepting the settlement I was told that I would received the payment within 6-8 weeks this agreement took place on 12/09/2022. I have called twice since the initial agreement and was told I need to wait and the check will be mailed within it's agreement time. I recently called to check the status due to the fact we are now beyond 8 weeks and was informed the check has not been mailed and there are typical delays. I requested to speak with a manager or supervisor and they refused to have someone contact me. I requested to cancel my service contract with them due to the fact the have held up their end of the agreement and the service is full of c*** and they lied about how well their company is as to taking care of the customers. I was then told no one is available to process my request. At ths point I would like to file a complaint with the Better Business Bureau for Service Plus homw warranty for they are in breach of the contract agreement regarding the service, service repairman and settlement agreement. They have not been compliant the entire time regarding the service request.

  Business Response

  Date: 02/28/2023

  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. 
  The consumers check was mailed 2/21/2023. 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:02/17/2023

  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.

  THE DATE OF THE TRANSACTION WAS 10/14/2022 OUR WASHER STOPPED WORKING SERVICE **** SENT A REPAIR MAN WHO DIAGNOSED THE BROKEN PART. THE REPAIRMAN SAID HE WAS GOING TO REQUEST AUTHORIZATION FOR THE PART. AFTER A COUPLE OF WEEKS OF HIM NOT RETURNING THEY SENT ANOTHER COMPANY OUT THIS PERSON DUPLICATED THE PROBLEM. SERVICE PLUS THEN SAID THE WASHER COULD NOT BE FIXED AND THEY SAID THEY WOULD SEND US A CHECK FOR ****** AND THAT WAS ALL THEY COULD DO. (YOU CAN NOT REPLACE THAT WASHER FOR ****** IT WAS LESS THAN 3 YEARS OLD) WE HAVE BEEN CALLING AND WAITING FOR A CHECK THAT HAS NOT COME. WE WERE TOLD BY ***** ON 12/27/2022 THAT THE INFORMATION WAS SENT TO THE DISBURSEMENT ***** WE CALLED BACK ON 1/17/2023 WE SPOKE TO APRIL A CLAIMS MANAGER SHE TOLD US IT WAS BEING PROCESSED STILL NO CHECK.5 MONTHS IS NOT ACCEPTABLE. WE PURCHASED THIS INSURANCE AFTER THE REBRANDING FOR $1,900 POLICY # ********* . PURCHASED IN 2021 THIS WAS THE FIRST TIME USING IT IF POSSIBLE WE WOULD LIKE TO BE REFUNDED FOR THE POLICY AS IT IS CLEAR THIS IS A BAD BUSSINESS.

  Business Response

  Date: 02/28/2023

  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. 
  The consumers check was mailed 2/24/2023. 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 **************.