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

  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

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  

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: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.

  This is my home warranty company. Every service that I have needed. Has been a constant struggle. Getting someone to show up. Then to do the work. Then the worst is getting my money owed to me. My first use of the policy. Took over a year to resolve. Between getting someone there. Then to receive my warranty money. I was told I would receive payment between two 8 weeks. It took 8 months. And over fifty calls from me. Only to keep getting transferred, lied to and hung up on. Now I am on my second claim. And yes the same exact thing. I am owed $300. I was told up to 8 weeks. After the eight weeks I start my call after call. This is a claim from the summer. I am still being told. It has not been sent out yet. We will expedite it. Every month that I call. I am fighting to get my money for the second time. I have probably put in over 50 hours of my time in myopic calls. I hold ***** minutes. Get cut off. They do not have a physical address. I almost feel that the company is a scam. I researched the owner. Who has phones contact information listed. Is doing jail time. I feel that people need to know. I wish I did the research before signing up. It is a fraudulent business as far as I am concerned. No professionalism. Always lied to. The phone time. They put you on hold. No one ever picks up. I am asking for help to get my money owed to me. And to let others know. Not to ever put their faith in this 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 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: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've been a customer of Service Home Plus for over 2 years now. I have filed 2 claims with them, neither were handled appropriately, but I'm only going to get into the latest, because I don't want to write a book. I filed a claim on 1-15-23 for the repair of my furnace. To my surprise they actually assigned the claim in a some what timely manner. What I and the technician didn't know was it was assigned to a 3rd party keepe.com. The technician arrived on 1-25-23. They looked at the furnace and got a diagnosis. I asked them to call service plus before doing any work to get approval and gave them their contact info. They called them and then called me said they weren't approved or something. So I called Service plus and was told they needed to go through keepe. Keep in mind I haven't gotten any email phone call, nothing explaining the 3rd party involvement. So then I call the technician again and give them Keepe.com info and ask them to please contact them. At this point I'm not that upset, thinking it's just a misunderstanding which happens. On 1-25-23 I was told via text from keepe that we were waiting on approval from Service Plus. After several nonsense txts that seemed like no one knew what was going on, we scheduled an appt on 2-8-23. At that time I asked to confirm this was a repair appt and at that time. I was told no one had been here and it'll be a diagnosis appt. After showing proof that there had been someone here already they finally said they didn't recieve a report. I was upset we were starting from the beginning but there was nothing I could do about it. I asked them to send me the name and contact info of the new guys. I called them to make sure they were aware that they would be working with a warranty company. They did not and said they would not. I called keepe to let them know they told me they'd check and get back. They didn't but then scheduled another appt for 2-15-23. I asked for info and called it was the same company.

  Business Response

  Date: 03/06/2023

  Complaint ID:     19423954
  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 on the heating system on 1/14/2023 stating there was inadequate heating. The claim was assigned to a participating vendor on 1/17/2023. The consumer contacted us on 1/20/2023 to state a vendor had been out. We reached out to the vendor multiple times for a diagnosis but never received the diagnosis from the vendor. The consumer contacted us on 2/15/2023 to advise us that the issue was fixed 10 days prior, but a diagnosis has never been received. The consumer was advised of reimbursement.Reimbursement is where the consumer can get a local vendor out to the home to 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 invoice. We are currently working to get a vendor assigned. If the consumer has had repairs done to the unit, please submit the paid receipt to ************************************
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
  In an effort to assist the consumer due to the delays we have waived the past due payment of $51.00 and the account is in an active status.
  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: 03/14/2023

  
  Complaint: 19423954
  
  I am rejecting this response because:
  The only true statement in their response was the date I filed the work order, the rest are completely untrue.
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 03/23/2023

  Complaint ID:     19423954
  We properly addressed this complaint.  A new participating vendor was assigned to the claim on 3/6/2023. An email is sent to the consumer to contact the vendor to schedule a mutually agreed upon appointment.  If the consumer has had their own vendor out to look at the failure, they may send a copy of the diagnosis to ************************************ for review.
  The February past due monthly fee was waived as courtesy. The account is currently in a past due status for March, which we will waive as a courtesy in an effort to get this claim resolved.  For additional assistance, please reach out to us **************.

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed Report of damage. It was approved July 26,2022 for $250.00. My five year policy has been paid in full.Was told in Sept or Oct that it would be paid immediately. Today, Feb 14, 2023, after waiting 30 minutes on hold, that they would send it out shortly. This is the second minor claim that I filed with long delay in reimbursement.Will never recommend them to anyone and will never do business with them again.

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

  Customer Answer

  Date: 02/28/2023

  
  Complaint: 19405606
  
  I am rejecting this response because: They approved the claim for payment on July 26, 2022. They told me in October that the check was mailed, but I never received it. This happened on a prior claim also. This is not how a reputable company operates and I will never refer them to anyone, let alone renew my contract.
  
  ***************************

  Customer Answer

  Date: 03/14/2023

  
  
  Better Business Bureau:
  
  

   

  Payment has been received, finally. 9 months after they approved claim.

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

• Initial Complaint

  Date:02/13/2023

  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 would like a refund for remaining contract

  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.
  The consumer purchased a 5 year + 2 free months policy on 9/9/2019 for the promotional rate of $1500.00. With 40 months of coverage used at the standard contract rate of $52.00 a month totals $ 2,080.00, $305.00 costs incurred and a $50.00 administrative fee, no refund is due. The consumers policy has been cancelled as of 2/13/2023 request within complaint. 
  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. 
  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:02/13/2023

  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 had bought the service contract from this company which states that if they do not fix my appliance they replace it. My refrigerator was freezing up and I reported it Just after Christmas. They arranged for a technician to come and diagnose the problem and he did not show up at the arranged time. Eventually he showed up and said he needed the part which he would order and come and fix the problem. He never answered the phone so I contacted Service plus again and they sent another technician after over a week. He said he would come and fix it when Service plus authorizes the repair. They never authorized. After several phone calls they offered me $250.00. Since I needed the refrigerator to work properly. I accepted it. Now the say it would take a month for me to get this money. I cannot wait that long without refrigerator. I think this is wrong and they should fulfil their obligation in timely fashion.By the way, this is not the first time this happened. They do it every time..

  Business Response

  Date: 02/21/2023

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

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Plus is a home warranty company. My stove top quit working, I filed a claim on Jan 1, 2022. The claim was process, payment of $200 was promised, opposed to fixing the stove top. I accepted this resolution. I called every couple of months asking for my payment, I was reassured multiple times that payment was coming, accounting was just backed up. It is Feb 9th, 2023, still no payment received. They collect payment for the insurance but then do not pay out on the claims.

  Business Response

  Date: 02/20/2023

  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.  
  The consumers check was mailed 2/10/2023. 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 **************.
  

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paying for service I am not receiving. I have been waiting over a month for a contractor to come and make repairs on my jacuzzi.Two contractors were supposed to come out and neither one showed. I called to ask when I can expect someone and was not given any definite information. I am paying monthly for home warranty and expect someone to show up or to be given a response on when someone will come. This is unprofessional and not what I expect as a paying customer. Now the rep is telling me I am bound by contract for 12 months. That would be no problem if I was getting the service plus they supposed to provide.

  Business Response

  Date: 02/20/2023

  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 on 1/11/2023 for the indoor spa tub stating the pump was not working.  Due to limited availability of participating vendors and to not delay service the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact 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. This offer was rejected. A participating vendor was assigned on 1/24/2023. On 1/31/2023 the consumer contacted us to advise the vendor was not responding. Reimbursement was offered again, which was rejected. We assigned a participating vendor on 2/8/2023 who reported there were 4 angle stops that needed to be replaced due to internal corrosion, the jet pump in the tub was not pumping due to internal failure and the sink was cracked. As per the policy it was determined these failures are non-covered conditions. 
  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 ********** 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.
  H. Whirlpool Bathtub
  COVERED: Mechanical parts and components including accessible electrical controls; accessible plumbing lines; air pumps; gaskets; and primary circulation pump and motor.
  NOT COVERED: Bathtub shell; heaters; lights; multi-media systems; faucets and fixtures; caulking and grout; drains; jets; conditions of water flow restriction due to scale, rust, minerals and other deposits; failures due to dry operation of equipment; gaining access to electrical, component parts, and/or piping; tiles and marble; and tub enclosure. 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 **************.
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had filed a claim regarding my heat pump not functioning properly. Service plus sent a technician to take a look at it. Now I receive an email saying that the warranty company does not cover it and they pointed me to a wrong place in the policy document. Firstly, the policy does not say anything about the Heat Pump. Secondly, the issue reported is regarding the heat and the company is pointing me to a wrong section in the policy (Section 5 Letter A : 'Air Conditioning System'). Instead they should be pointing me to Section 5 ****************** System'. They are not doing that because the warranty company will then have to fix my heat issue. I spoke to the resolutions, who was not even ready to hear me out. He is forcing me to agree to what he has to say, which is not right. I believe when he realised the warranty company had to fix the issue related to the heat, he comfortably put the blame on the technician. I have a 'Heat Pump' at home, and the manager said he does not see it in his notes. Is it my fault? It was the company who sent the technician. I then spoke to the technician and he did confirm that all the information (including the unit having a heat pump) was shared with the warranty company. The warranty company is making notes not based on what the technician has told, they are manipulating it to make sure the claim is denied. When I speak to the manager, the manager says 'I have to ask the technician to call the warranty company' and when the technician speaks to the warranty company, they are asking the technician to tell me to call the warranty company. This is unacceptable. The warranty company has no rights to keep dodging me like this. I have paid $2252 for my policy and they cannot ask me to do all the work. Kindly request you to help me with the same since it's getting very cold and I do not have heat working at my place. My body is freezing and I'm worried about hypothermia. Looking forward to your response.

  Business Response

  Date: 02/16/2023

  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 online for a heating system on 1/26/2023 stating the unit was not responding to the thermostat. The consumer also reported they had a vendor look at the unit and stated the compressor is not working.  We assigned a vendor who reported the compressor was not working due to open windings. The consumer was advised this is a non-covered failure. The reason the consumer was shown the air conditioning portion of the policy is because the consumers unit is a heat pump. A heat pump system is a versatile cooling and heating system, which uses a reversing valve to change the flow of refrigerant to either heat or cool. Due to the failure being on the cooling end of this unit it then applies to the air conditioning portion of the policy where it states open windings are a non-covered condition. 
   V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  B. Heating System
  Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
  NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; short to ground components; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components.
  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: 02/16/2023

  
  Complaint: 19341929
  
  I am rejecting this response because:heat pump makes use of the compressor to heat as well as cool. In this weather I will not be asking anyone to fix my air conditioner, instead I will be asking them to fix my heat. In the policy, yes it does say that open winding related issue will not be covered, but that is mentioned only under the Air Conditioning section of the policy. But now that Im facing issue with my heat, we should check the Heating section of the policy. No where in that section it is mentioned that open windings (compressor) will not be covered. Warranty company is only trying to play smart and reject my claim. This is what annoyed me. In fact they also tried to put the blame on the technician whom they sent for not sharing all the information. If there is a way, I can also add the technician in this loop so that he knows all the false allegations they warranty company has been putting on him. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/28/2023

  Complaint: 19341929
  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 heating failure was as a result of a non-covered condition.  
  The consumer has a heat pump system. A heat pump is part of a home heating and cooling system and is installed outside your home. Like an air conditioner such as central air, it can cool your home, but it's also capable of providing heat. A heat pump consists of two main components: an indoor air handler and an outdoor unit similar to a central air conditioner but referred to as a heat pump. The outdoor unit contains a compressor that circulates refrigerant that absorbs and releases heat as it travels between the indoor and outdoor units therefore the air conditioner portion of the policy was referred to. 
  We sincerely apologize for your negative experience, but this failure is not included in coverage. In an effort to resolve this complaint we can offer $200.00 goodwill towards this non-covered failure. Upon acceptance and resolution of this complaint, we will expedite and mail a check within **** business days.  For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 03/01/2023

  
  Complaint: 19341929
  
  I am rejecting this response because:As stated by the firm, The outdoor unit contains a compressor that circulates refrigerant that absorbs and releases heat as it travels between the indoor and outdoor units therefore the air conditioner portion of the policy was referred to. . I would like to correct the facts you have mentioned, the heat pump I have is indoor. It takes in water. I do not have anything installed outdoor, at least now do you think it does not point to the air conditioner portion of the policy and it should be pointing to the Heating system portion of the policy since my heat is not functioning. If this would have happened in Summer and if my air conditioner was not working, then yes I would have definitely agreed to what you have in the policy under the air conditioner section. Kindly understand its the heat that is not working. 
  I would like to just say one thing, though the firm is trying to make up things and trying their best to point me to the wrong section in the policy, the facts stated by the firm itself regarding the heat pump does not match with the heat pump I have. It is so clear that they have been proved wrong repeatedly. I see that in every response the firm is trying to come up with something new. Going forward kindly request you to support your response with what we have in the policy, since it's the source of truth.  
  I feel its time that the firm accepts the mistake and takes the right step. There is no point playing the blame game, then making up things to just prove the customer wrong. This is very bad and unprofessional. Mistakes happen by everyone, so there is nothing wrong in accepting it. The firm very well knows the policy does not mention anything about the heat pump, they also know the issue is with the heat and I should be pointed to the heating system section of the policy. Even after knowing all this, they are just dodging me. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/02/2023

  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.

  My claim to repair my refrigerator was denied because it was supposedly covered under another policy. i have no other policies. I asked what policy do you guys think i have and the rep kept saying its not covered and wont be covered due to ait being covered by another policy. I even called the manufacturer and they said they would only send a tech if i paid them. There is no policy and inventing a policy to not cover the claim is fraud.

  Business Response

  Date: 02/14/2023

  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 1/17/2023 stating the unit was constantly running and making a knocking noise.  The participating vendor reported there is an intermittent banging noise which can only be caused by the compressor, otherwise the unit was working. The unit was It was determined this is a non-covered condition as the age of the unit puts this failure under a manufacturers warranty. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  The consumer was advised to contact the manufacturer as it is still under their warranty for repair of this type of failure. 
  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: 02/14/2023

  
  Complaint: 18973250
  
  I am rejecting this response because: The manufacturer said they will not cover the fridge because its missing the sticker with the serial number. I told them that repeatedly and they kept saying that it was covered. They even had a service tech verify the problem and I also told him that there was no sticker for the serial number.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My refrigerator broke in September I needed it repaired immediately they told me to contact a private service I did I submitted a bill and they told me they would cover $300.00 I have yet to receive a check They keep referring me to different people

  Business Response

  Date: 02/13/2023

  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: 02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************