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

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  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

  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:02/01/2023

  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.

  Service plus is a scam, it is supposed to cover products such as fridge, pumps, all housing products such as stove, washer, water heater etc. My fridge no longer worked and service plus is supposed to cover costs to fix or replace items. I have paid the monthly policy cost to have my stuff repaired if something happened. I had contacted them about the fridge and they agreed to help me. They said they were going to send me a check for $300for the fridge. I waited two months for it. I called again and they again told me the same thing from the last time I called. They stated that they would contact their upper management to take care of the issue. This went on for months and I called several times. The same statement was stated the Check would be in the mail and upper management would take care of it. After another month I called again and they told me they would give me a$25.00 award. I told them I wanted the check for $******not a$25.00 dollar award. Then they told me they would give me $****** towards my monthly payments. I told them I did not want this, I wanted the ****** check for my fridge as advertised when something went wrong from them. Again they stated the same statement that they would contact upper management. Nothing happened. I called again after another month and the same thing was stated as in the last months. They again told me just take the $25.00 reward. This time I told them to cancel my policy since they will not give me the check for my fridge. Then they stated I could not cancel my policy. I hung up and called back. I got a different person and they canceled my policy. I never received the $******. They then told me if I canceled my policy I would not receive the $****** dollar check. They knew this, that they just wait until you cancel so they don't have to pay out. This has happened to hundreds of people. I live on a disabled budget so the ****** would of helped.

  Business Response

  Date: 02/14/2023

  
  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.
  The consumer placed a claim for a refrigerator on 5/11/2022 stating the unit was inadequately cooling.  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 repair to report the failure, parts & pricing. Once approved, a reimbursement check is sent upon receiving a copy of the paid receipt. The consumers vendor reported they were trying to diagnose the failure through the phone guiding the consumer to unplug and plug the unit back in but did not want to go to the home. As this was not a valid diagnosis, we assigned a vendor to the claim on 5/18/2022. Due to the age of the unit and potential additional failures, $300.00 was offered to the consumer who accepted on 5/23/2022. Checks are processed within ***** business days. Within that time frame the consumers monthly account went into a past due status. When an account is past due, a check will not generate on a claim. The consumers account stayed in a past due status from July until the time of cancellation on 12/13/2022 although a payment was taken on 11/12/2022 for the July payment, but the account remained in a past due status for August through Decembers past due payments.
  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. 
  Upon resolution of 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: 02/14/2023

  
  Complaint: 18968088
  
  I am rejecting this response because:
  
  
  I did contact the vendors and I also went through the process what you stated to do. What your doing is fraud and consistency with your so called policies is in the wrong. you also stated that the process to receive the money in 35to 40days. When I did talk to you,you stated the check was in the mail. I waited up to 4months and still no check. Every conversation I did have with staff members I was told the same excuse of the check is in the mail. How can you blatantly lie. I think you should start reading you customer reviews. 
  Regards,
  
  *********************

• Initial Complaint

  Date:02/01/2023

  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.

  Last year I purchased a home warrenty from Serviceplus from an agent named ********************* an insurance broker supposedly. I did not receive a copy of the policy or anything else but it slipped my mind since there were no repairs until Dec 21, 2022. The FIRST Thing I would ask is do you cover Heat Pumps? My biggest appliance and the one I know nothing about. On 12/23/2022 I called because I found their number in my papers. My heat pump was making a huge noise like the fan was loose and a s**** was bouncing around. They took a long time to send me a name by email that I was to contact. It was ************ and the guy was ******. He took the necessary information on my location after we talked a bit and since it was right on the holidays I said I could wait until the 2nd of January. He made the appointment for ****pm window. I waited and no one called and no one came. I called Service Plus complaining of this matter. Oh they would get right on it with their complaint ***** I waited and waited and waited. It seemed they only had one name apparently to refer. Finally the next day I called again 1/5/2023 an talked to ****** supposedly a supervisor at 11:25 and he stated they would esculate the matter to another *****. I thought it was already esculated. NOT Again I called at 11:40 at ext 798 same they are working on it. I called again 1/10/23and was put on hold at 2:18, again@;21, and again at 2:24pm 18 minutes holding and holding. 2:34 called was to get a call back. again at 2:35 talked to ***** and was to call back at 2:37 NOT but finally got an email of a company to call. I called and he told me he wanted to know how they got his # he did NOT do heat pumps. I called them again and they had to call him to verify this supposedly. So I called the next day and talked to **** at 12:30, and Sebastion, I finally said why don't you cancel my policy since you haven't got a serviceman and you at this point haven't sent anyone to resolve this issue? Transferred after holding a whole lot more by **** and ******** and ***. No they would not cancel my policy, no they would not refund my warrenty payment, they would only give me one service fee credit and not a credit for the other heat pump service that was cancelled too. They finally called the first guy back just after I had called him. He came out this time and was to write an estimate. I called him the next day and then he said I had to take a picture of the unit for them, so I sent him a couple of pictures. Then I called them the next day at Serviceplus and they said then that they do not service Heat Pumps!!! I said that wasn't what I was told when I bought the warrenty. They said it was in their paperwork. Today I went to the library and started a complaint after talking to **** who I waited on hold for. He transferred me to resolution **** again. I tried to talk ******* who asked me how he could help. I started to tell him and he said he would pull up my account. ***, ***, Bla I get from ******* who said that we cover some items but there are exceptions and I stated that I was TOLD that they cover heat pumps. We bickered and he said that there are some items that are covered, there are exceptions, and other exceptions. We got into I wanted them to pay for half of my heat pump and he and I got into it but he wasn't listening. I said I would file a complaint with BBB and he said we are use to threats bla, bla bla. And he would note it. I SAID THIS IS NOT A THREAT IT IS A PROMISE AND YOU CAN NOTE THAT TOO. I WANT MY WARRENTY *** REFUNDED OF $375 PLUS HALF OF THE ***** OF WHAT MY NEW UNIT AND SERVICE CALL COST WHICH IS $1,100.00. i WAS ONLY OFFFERED ANOTHER SERVICCE CALL CREDIT AND i SAID I WOULD NEVER CALL THEM AGAIN. HE STATED HE WOULD NOTATE THAT. I WAITED A WHOLE MONTH IN THE COLD WEATHER WITHOUT HEAT AND THEY ARE NASTY, AND UN PROFESSIONAL. I did get upset and nasty because of the run around they were giving me and they should be sent to prison for thieft and deception. Where is the states attorney with fraud companies who are scamming people with bull and promices?

  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.
  A consumer may review the policy prior to purchase on the main page of our website under Resources/Service Agreement. They also have 30 days to review the policy after purchase which is emailed to them automatically upon a policy being opened. 
  The consumer placed two claims for the heating system on 12/22/2022 stating 1 unit was not responding to the thermostat and the 2nd unit making a noise and not heating.  During the initial call in questionnaire the consumer was asked when the last time the unit was working properly and stated 12/15/2022. A participating vendor was assigned the same day. On 12/27/2022 the consumer advised the vendor was not being responsive and to not delay service further, 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 to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumer also advised us on 12/27/2022 that the 2nd unit was now working and to cancel the one claim. 
  The consumer filed another heating claim on 12/31/2022 stating the unit was not heating and making noise although the prior claim submitted on 12/22/2022 was still an active claim for the same failure. The participating vendor reported the evap fan cracked in a non-ducted wall unit.  A picture was included which confirmed was a non-ducted AC/heating unit, a PTAC unit which is a heating/cooling unit which is through the wall. 
  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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 18965304
  
  I am rejecting this response because:
  
  They lied that they cover everything per the salesman when he called with the sales pitch. Coviently they supposedly don't cover heat pumps and they jerked me arpund for 4 weeks before lieing that heat pumps wete not included. They had 1 heat guy and that was the ONLY heat guy they could find each and everyday I called. They finally called him back at my suggeztion because my resolution to get heat while it was cold, cold outside was going nowhere. There was no picture tajen by *************** and I had to take one or two and sebd it to him. ALL THE **** I SPENT TELLING THEY IT WAS A HEAT AND AIR CONDITIONING UNIT AND THEY NEVER SAID THEN THAT SUPPOSEDLY UNVENTED ***** WERE NOT COVERED. They are lying that at the time a yr ago that heat pumps were not covered. They are a rip off thives and should be held responsible for the cost of the unit service fee and unit. IT WAS THE FIRST THING I ASKED IF THEY COVER. THEY ARE LYING AND STOLE MY MONEY ON FALSE PROMICES AS TO WHAT THEY COVER. THEY SHOULD PAY FOR THE ***** AND THE SERVICE FEE. THEY TOOK A MONTH TO JERK ME AROUND BEFORE THEY CAME UP WITH THEIR LIES. THEIR customer service was abusive to the point they had me excevely upset by jerking me around first and then come up with their lies. Horrible people and they are creeps and thieves. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/01/2023

  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.

  On October 20 I received call from lady named Brittany from serviceplus stating I would be getting a check for 210 dollars for an oven not working claim. This is February 1st and I still have not received a check. I was told per phone call this morning it could be March or April to receive this check. It states in the warranty the item will be replaced if can't be fixed. I'm also waiting on 275 dollar check from above company for 2 water heaters that had to be replaced but the would not pay for new ones to replace the old ones.

  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. 
  The consumers check was mailed 2/7/2023. 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: 02/13/2023

  [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****** *******
  
  
  
  ***** *******

  Customer Answer

  Date: 02/16/2023

  
  Complaint: 18964848
  
  I am rejecting this response because: I still have not received the 275 for the water heaters that I am having to pay for because they did not replace both of them like they told me when I purchased the warranty.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/31/2023

  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 have had this home warranty company for three properties for several years. I have not been satisfied with them for most of that time. When I call to try to cancel, I am given promises that the company is under new management and I will have something given to me for staying with them. The last unfulfilled promise they made was that my next three service fees would be free. I scheduled a service for a continuing problem that they did not fix the first time I asked them, due partially to them always sending the same incompetent contractor for any and every issue. I requested someone different, who knew nothing about the free service fee, which, of course, I had to pay. When I called the warranty company to ask about the promised free service fees, I was told there was no record of such a promise. I tried again to cancel. This time I was told that I cannot cancel until some time next summer. I was threatened with collections if I stop paying. So, I called them out for another problem. After not finding someone for a week, for a plumbing problem that will only get worse if not addressed, they allowed me to get my own contractor. They pre-authorized $200. The problem was multi-layered and will cost me well over $200 to fix. They refused to pay for it even though the contractor called first. Once again, I had to pay for it myself. I haven't even received the $200 they had already authorized.

  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.
  The consumer placed a plumbing stoppage claim on 12/21/2022 stating the tub was draining slowly. 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 invoice. The consumers vendor reported the problem was resolved already but stated the main line needed to be cleared using a 125 ft cable to clear the lines. The consumers vendor also reported there were roots, wipes and personal products within the line. 
  The consumer was advised that the work was performed prior to receiving authorization which is a non-covered condition as per the reimbursement form and the policy. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  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.
  The consumer did not follow the reimbursement process with contacting us prior to any repairs, nor have we received a copy of the paid receipt.
  The consumer may send a copy of the paid receipt to ************************************ for review for assistance. 
  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:01/31/2023

  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 home warranty from that company, - JAN 10, 2023 I filled a claim for a fridge not working they sent a company to do a diagnostic - jan 12, company told me they need to order a part,- that they will received on jan 17 we are on JAN 31, company never came back to fix my fridge - i called repair company + ***************** Warranty - sent emails to both - since jan 10,2023 my fridge is not working - without any help from ************ Warranty - today after several emails, phone call i received from ************ a new repair company assigned to my claim - they assigned me same company that never showed up on jan 18 + jan 25+ jan 27, 2023 i asking to get full refund of amount that i paid to Service Plus Warranty for a total of $ 1 ****** as they are not able to provide service that I paid for - i m with a fridge not working since JAN 10, 2023 - we are JAN 31, 2023 - more than 20 days, without any help from ***************** WARRANTY, -

  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.
  The consumer placed a claim for a refrigerator on 1/10/2023 stating it was not cooling. During the initial call in questionnaire when asked the last time the unit was working properly the consumer advised about 5 days ago.  We assigned a participating vendor who reported the defrost heater failed and the claim was approved for repair on 1/13/2022. On 1/23/2023 the consumer contacted us to advise the repair had not been completed. We contacted the vendor who reported they were waiting for the part to arrive. On 1/25/2023 the consumer contacted us again to report the vendor did not show up for the scheduled appointment, so a new vendor was assigned to the claim. The new vendor reported the control board, heater and sensor failed. The consumers policy became effective on 12/22/2022 and the unit last working properly on 1/5/2023 having multiple component failures, it was determined that this unit did not enter the policy in proper working condition and had a known or unknown pre-existing condition. 
  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 the consumer would like to cancel as per the Terms & Conditions of the policy, please contact us at **************.
  
  

  Customer Answer

  Date: 02/13/2023

  
  Complaint: 18957537
  
  I am rejecting this response because:

  After diagnostic from 1ST company they never showed up -  was calling insurance company in order for them to reach out repair company that was supposed to come on JAN 17 ( nobody showed up ) & JAN 19( nobody showed up) - the  only answer that i got from insurance, was to wait, i just spoke with them ...they will come 

  jan 21, sent a new email to insurance company to know status of repair - 

  jan 26 sent an email again to get a new repair company ( my fridge not working since jan 10 ) - nobody was answering at the insurance company -

  i asked to insurance company to provide me a new repair company  - On Jan 31, 2023 they assigned me same repair company that never shower up ....???!!!! seriously - fridge still not working after 21 days 

  got another company that came and now they asked me to pay $ ****** for repair  - was never into subject since JAN 10, 2023 when i filled claim, 

  i purchased  that insurance for " peace of mind" , especially to avoid that type of situation - ******************* who sold me that insurance over the phone " if you have any issue do not hesitate to call me " i sent emails, left messages - not a word from him or any of his staff, 

  now after more than a month some repairs are not covered .....how come i was never informed since JAN 12, 2023 -  Took you more than a month to let me know that now i have to pay $ ****** 

   

  how to take advantage of customers - after reviewing reviews and complains, looks like i am not the only one in to same situation 
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/31/2023

  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 the home warranty in Oct 2022 I put in a request for repair on Jan 13 2023 for 2 stove burners that were non operational. They did an internet interview in 2 days to access the problem which I paid $45 for..That technician told the ** to order the parts. The ** said they would. After repeated follow up phone calls to the service and resolution depts they sent out a live person *** from ***************** ************ who **nfirmed that 2 burners needed to be replaced at $150 each and possibly the mother board which he reported to Service Plus. They have refused to order the parts and have insisted that $200 is all they will pay which does not **ver the **sts of parts and labor. They said no matter how much I protest or wait this is all I will get in 6-8 weeks time. When I bought the policy for $400 the manager promised me that if they **uldnt find a technician to fix it they would refund my full purchase price of $400 . I have spent hours on the phone with this company trying to resolve this. Their sales pitch is if they cant fix it they will replace it. Now they are refusing to do either. I have read on line that many other **nsumers have the same problem with this **mpanies refusal to fix or replace. They should be put out of business as they are a disreputable ** that blatantly lies to all **nsumers in their advertising with false representation. I am requesting a full refund of my $400 payment and the $45 Internet call that was just a ploy my policy # is ********* Claim # ******. The address of the property for the claim is **********************************************************

  Business Response

  Date: 02/10/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an oven on 1/13/2023 stating there was inadequate heating, 2 burners were not working. The participating vendor reported 2 radiation heaters failed. Due to the age of the unit and the potential for additional failures it was determined that funds would be sent 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.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  The consumers check for $200.00 was mailed 2/7/2023.
  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

  
  Complaint: 18957083
  
  I am rejecting this response because: 

  The $200 payment does not come near to covering the repair of this stove. I want my money returned for the purchase of this policy as they fraudulently advertise every day. They do not cover repairs or replace if needed. The consumers need to be warned about this company and not to purchase a policy. I have been publishing this information on Next Door and will continue to do so. I have been joined by many others with similar complaints about this company. They should not be in business as they misrepresent their service.

   

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

• Initial Complaint

  Date:01/31/2023

  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 and canceled my policy with ***************** warranty but they continue to try and charge me every month for service that I canceled. They stated calling my wife and leaving voicemail trying to get her to pay. I called them last week and asked them to stop calling my wife now they call her three or four times a day it just got worse after I called them and asked them to stop calling my wife.

  Business Response

  Date: 02/10/2023

  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 remove any contact 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:01/30/2023

  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.

  Unfortunately this home warranty company has once again refused to pay on a settled claim filed on 8/22/2002. The claim number is ****** for a repair on a Kitchenaid stovetop. I paid for the repair out of pocket and ServicePlus agreed to send me a check for $150.00. I have received nothing so far.

  Business Response

  Date: 02/08/2023

  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 2/7/2023. 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:01/26/2023

  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 opened a claim on 10/04/2022 to have my refrigerator repaired. Upon analyzing my problem i was advised by Service plus that they would send me a check in the amount of $300.00 to help with purchasing a new unit. To date i have not received the check and it has been well over 8 weeks. This is the second occurrence i have had with this customer as it related to not doing what they promise to protect consumers with their warranties. Note, i did reach out by phone but was advised by ***** that you do not have anyone i can talk to directly and the only option i have it to call the 800 number and wait on hold. I believe this is also an unfair business practice which this institution should review. I have been on hold for 72 minutes and 34 seconds at this point.

  Business Response

  Date: 02/07/2023

  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.  The consumers check was mailed 2/7/2023.
  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:01/25/2023

  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.

  Service plus Warranty bought out my contract from total home warranty. May of 2021 I called in a service repair for my A/C unit. They advised me that they would only reimburse me $150. I am still waiting on that check. I have called numerous time with the explaination that they have "expedited" with no results or check. In addition, Service Plus Warranty has Denied any and all claims since they took over. Ice maker would be replaced since there is water involved. Ect.My policy # ***********, Claim # *******. This is the claim i am waiting for a check.Additionally It also tool SPW 11 month to pay a previous claim... using the same excuses...

  Business Response

  Date: 02/03/2023

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