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:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***************** warranty are liars. I paid them to have a warranty on my appliances. They never fix anything and say they will reimburse me for some of the ** repair. I have waited over 4 months for my $400 check. I paid $800 for the ** to be fixed and they only paid half. I now have a broken oven they will not fix but they are saying they will give me $525 to replace my double oven that cost $2500. This company are liars and thieves and should not be in business. I paid my premium and they just give me the run around on how their system wont mail me the checks. I have called over fives times.

  Business Response

  Date: 02/01/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  We apologize for any inconvenience this may have caused. 
  Additionally the consumer has an oven claim from 12/5/2022 which was authorized for a check to be sent to the consumer on 12/29/2022. Under normal circumstances, checks are processed within ***** business days.  In an effort to resolve this complaint we have requested both claim checks be expedited and mailed within 5-7 business days.
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  On 11/26/2022 I had my clothes dryer go down, but as it was Thanksgiving I waited until the next day to file my claim. When I submitted the claim they wanted to do a tele-conference with a technician instead of actually sending a technician to repair the unit. The technician contacted me that day and was able to diagnose the issue; however, my claim was closed that weekend when no one was available to contact them and ask for clarification. I contacted them the following Monday only to be told that I had to speak with the resolution department. I was informed that the repair would be approximately $225.00 and they would only send me a check for $200 to repair it; which, firstly that violates the entire reason behind obtaining a home warranty so that I do not have to do things such as that. It is now 01/18/2023 and no check has been received for repair or replacement, which they said initially they would reimburse up to $250, then later changed to $300, and then later $350, which they for some reason do not honor now and maintain that it is only $300. After calling them today it was confirmed that the eight week period of six to eight weeks for reimbursement is almost up yet the reimbursement check has yet to be sent out. This is negotiating in bad faith, breech of contract by Service Plus to have the customer do their jobs for them, and failure to deliver on services stated they would provide to consumer.

  Business Response

  Date: 01/30/2023

  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. 
  In an effort to resolve this complaint we will expedite and mail the check within 7-10 business days. 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 ###-###-####.

  Business Response

  Date: 02/08/2023

  Complaint* ********
  We properly addressed this complaint.  The rebranding of the company had absolutely nothing to do with the Pennsylvania Attorney General lawsuit. Although pandemic restrictions have been lifted, does not mean the setbacks during the pandemic didn’t have an effect on the workplace processes.  
  The consumers check was mailed 1/31/2023. Our system shows the check was cashed on 2/6/2023, which confirms receipt. 
  We sincerely apologize for your negative experience. We request this complaint be closed as answered. For additional assistance, please reach out to us ###-###-####.
  

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  As stated in your previous response you blamed poor company performance on the rebranding of your company and the pandemic. The rebranding happened immediately after Total Home Warranty was investigated and found to have engaged in illegal practices, and the restrictions from the pandemic are no longer an issue. Both of these issues have nothing to do with the fact that your organization states they will replace or reimburse units within 6-8 weeks of notification; however, this took a total of 10 weeks which falls out of that acceptable realm of timely service promised by your organization.
  
  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/16/2023

  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 enrolled with this company on 05-21-2022 thru 05-21-2028 and I paid $2100. on the platinum plan. I was promised prompt and efficient service niether of which I have recieved,I have made six claims and after paying the required deductible they always find a way to reject my claim. I have spoken to the resolution department who assigned me to one of their managers Ms. ******************** After nothing being accomplished I informed her that I wished to cancel my participation with them ,at which she stated that my request was not possible, I looked up the cancellation policy and found out they can cancel the policy and refund unused portion to the customer upon agreement between customer and *********************** All Im asking is to be let out of this contract because they have not provided adequate service.

  Business Response

  Date: 01/26/2023

  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 + 1 free year policy on 4/21/2022 with additional optional coverage for the pool/spa and we included ************ Roof Leak for the promotional rate of ********. With 8 months of service at the paid contract rate of $35.00 a month totaling $280.00, $1,065.00 in costs incurred and $50.00 administrative fee totals$1,395.00 for a total refund of $705.00
  XII. CANCELLATION
  C. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us. 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.
  The consumers contract has been cancelled as requested as of 1/26/2022. Applicable refunds are processed within ***** business days.  In an effort to resolve this complaint, the applicable refund will be processed within **** business days back to the consumers card on file. 
  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: 01/30/2023

  
  Complaint: 18821662
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *******************************

  i find it unacceptable to be charged for services that they were supposed to provide 

  Business Response

  Date: 02/08/2023

  Complaint ***********
  We properly addressed this complaint and cited applicable sections of the policy. A check for the refrigerator claim was mailed 1/6/2023. Our system shows the check was cashed on 2/1/2023 which confirms receipt. 
  The consumer requested to cancel the policy on 1/30/2023 as per the Terms & Conditions. Applicable refunds are processed within ***** business days. 
  XII. CANCELLATION
  C. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
  We sincerely apologize for your negative experience. In an effort to resolve this complaint, we have requested the refund check be expedited and mailed within the next **** business days. For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:01/16/2023

  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.

  .July 10th, 2022, I put in a claim to fix the air conditioner at my property at *************************************************************. After 3 months of them trying to get a company to work, they told me to get my own. (No one will do work for them because they won't pay them when promised. Takes months) I got someone to do the work in October per their approval. After jumping though many hoops (sending pictures, having a mechanic call them and filling out more forms) finally received an email approving the work on November 12th, 2022. They said they would expedite my $1500 check. (Contract states 6-8 weeks for reimbursements) After calling every week and hearing every excuse under the sun (Pictures sent, mechanic had to call them, and I had to fill out more forms) I still have not received my check. It's been 9 weeks since the approval date and still no check. Even their employee's sound frustrated and apologetic. My last attempt to get this resolved was today 1-16-23. They didn't care that I was getting in touch with you. The employee actually encouraged it. Thank you for looking into this. ****

  Business Response

  Date: 01/24/2023

  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 1/17/2023. 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:01/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the company does not pay claims to the vendors according to the vendors. it was difficult to find someone to work with them. So, they would tell me to pay for the service and they would reimburse me. Many times, their reimbursement was significantly lower than market value.18 months ago i paid $200 and they have never reimbursed me. I have called 15 times and they say the check was approved January 2022 and the check is being processed. sometimes i call and are put on hold for over 30 minutes so i hang up the phone. It is a pattern of behavior and the ethics. The money is not large but it is probably being done to others.

  Business Response

  Date: 01/24/2023

  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 1/13/2023. We apologize for any inconvenience this may have caused. 
  In an effort to resolve this complaint, we have added a free service charge fee to the consumers account to be used on a future claim. 
  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:01/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service agreement with Service Plus I filed a claim on my garbage disposal November 16,2022, they have been promising me they would take care of the problem, but they still haven't done anything but more excuses, as of today January 11,2023 and all i have is this claim # ****** assigned to expert service December 2,2022, phone ************ I try calling and his phone go to voice mail. Service Plus claim they contacted him and put me off another two days pretending he will be there to complete the job. (I'm 81 years old please I need some help).

  Business Response

  Date: 01/24/2023

  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 garbage disposal on 11/16/2022 stating the unit was not working correctly and was leaking water. The claim was assigned to a participating vendor on 11/17/2022. The consumer contacted us on 11/30/2022 stating the vendor had been out to the home, we advised we had not received the diagnosis just yet. We reached out to the vendor who advised there were no mechanical failures. When we contacted the consumer back, they advised the unit was still failing. Due to the vendors availability, we assigned a new vendor to the claim. The participating vendor reported the unit was leaking from the bottom and was authorized for replacement on 12/7/2022. The vendor reported they were having health issues but had ordered the new unit. Multiple times we confirmed with the vendor they were getting the new unit and installing it for this consumer which the vendor confirmed they were. Due to the length of time it took for the vendor to handle the job, we assigned the claim to a new vendor. The claim was approved for replacement on 1/24/2023. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  Throughout the claim we advised the consumer they had the option of going through reimbursement. Reimbursement is where the consumer contacts a local vendor to come 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 invoice. 
  We sincerely apologize for the delays within this claim that were beyond our control. In an effort to resolve this complaint we have added a free service charge fee to the consumers account to be used on a future claim. 
  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: 01/24/2023

  
  Complaint: 18724562
  
  I am rejecting this response because: THEY WANTED TO PAY ONLY TWO HUNDRED DOLLARS IF I USED MY REPAIRMAM AND THERE IS NO WAY TO FIND ANY CERTIFIED REPAIRMAN FOR THAT AMOUNT. I JUST WANT YOU TO HONOR THE AGREMENT AND REPLACE MY GARBAGE DISPOSAL. I FEEL IT SHOULDN'T HAVE ME WITHOUT SERVICE THIS LONG. I HAVE KEPT MY END OF THE AGERRMENT.

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

  Business Response

  Date: 02/03/2023

  Complaint ***********
  We properly addressed this complaint. Due to delays from the initial vendor to replace the unit, we assigned the claim to a new vendor on 1/16/2023 and authorization for replacement was done on 1/24/2023.  
  We sincerely apologize for your negative experience. The free service charge fee was added to the consumers policy on 1/24/2023. For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 02/15/2023

  
  Complaint: 18724562
  
  I am rejecting this response because:    I have a service contract with service plus paid in full April 22, 2022, thru April 23,2028. Total cost $2,500. I filed a claim on a defective garbage disposal they sent primary one service to diagnose the problem November 17,2022 he said he didn't see a problem, there was a problem I called back the same company came back but didn't do any work talked to someone on the phone and left. They sent another company expert heating and air he said it needed replacing talked on the phone said he got it approved that was on a Wednesday he would be back Thursday or Friday that was in January 2023 he never returned, then they got **** heating and air he came out and looked he never came back they all say they are coming back as of today February 14,2023 I still don't have a garbage disposal . I call service plus every day last weel all I get we will be there tomorrow. I feel since I have paid them this is not the treatment I deserve. just because I'm past 80 years just another example of taking advantage of senior's citizen. I would like them to cancel the contract and refund my money they have not honored the contract. I'm getting nothing but promise the last three months something is wrong.

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

• Initial Complaint

  Date:01/10/2023

  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.

  We purchased a house in July 2022. We purchased a home warranty with Service Plus in August 2022. In September 2022, we started having issues with our furnace, prompting a repair claim with Service Plus. To date, the furnace is STILL not repaired. Service Plus contacted a local company (Keepe) to make the repairs. ***** repeatedly made appointments, then cancelled, claiming Service Plus had not shipped the parts. Service Plus keeps saying they've sent Keepe $220 to complete the repairs. On December 30, 2022, Keepe sent us an e-mail, stating their company no longer services our geographic area. I notified Service Plus of this fact on Dec 30. At this time, I was informed it was being elevated to the Regional *********** should expect a call on January 3, 2023, due to the holidays. Today, January 10, I called to inquire as to the status and was told that it was being elevated to the Regional Manager as of this call (exact wording I was given ~2 weeks ago). BOTTOM LINE - we need this fixed ASAP *OR* we need Service Plus to cancel our contract and refund us all payments we have made, as it appears they are completely unable to fulfill their warranty claims.

  Business Response

  Date: 01/20/2023

  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.
  The consumer placed a claim for a heating system on 10/30/2022 stating the unit was not responding to the thermostat. The claim was assigned to a participating vendor on 10/31/2022 who reported they rewired the wiring, cleaned the flame sensor and the unit was then working normal which was approved on 11/7/2022. The consumer contacted us on 11/11/2022 and was advised the repair was approved. The consumer contacted us on 12/30/2022 stating they were advised by the vendor there was no availability. Reimbursement was also an option. Reimbursement is where the consumer may contact a local vendor to come out and diagnose the failure. The consumers vendor would need to contact us prior to any repairs to report the failure, parts & pricing. Once approved, a reimbursement check would be sent to the consumer upon receiving a copy of the paid receipt. On 1/6/2023 we were advised by the vendor that they were reaching out to the consumer to get them back on the schedule. On 1/10/2023 the consumer advised us the vendor was unable to service them. We reached out to the vendor who reported they were unable to work on this type of unit. The claim was reassigned to a new vendor on 1/11/2023 which we are currently waiting for the updated diagnosis in order to proceed forward with the claim.
  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: 02/02/2023

  
  Complaint: 18719114
  
  I am rejecting this response because:  

  The 2nd company ServicePlus referred us to has now "ghosted" us on 3 separate occasions, the latest being this past Friday, January 27th.

  
  

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

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The claim was made on 12/18/************ plus fix the problem 3 times charge 60$ 2 time and 75$ for December but they told me they are waiting for the part The part never come now they are saying that because the tech found dust in the wires they are not going to fixed,in the warranty they said if they cannot fix the problem after working on the same problem they will replaced the part .I have this warranty for 2 years . The tech told me that dust have nothing to do with the motor not working, I have thi picture and the number for the tech .His name is ***************************** *********** . I just finished talking to him and he said dust will not stop the air condition motor from working. PLEASE GIVE ME SOME ADVICE WHAT TO DO ***********************************.

  Business Response

  Date: 01/20/2023

  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.
  The consumer placed a claim for an air conditioner on 12/17/2022 stating there was inadequate cooling. The participating vendor reported the fan motor failed. After reviewing pictures received, the claim was determined to be a non-covered failure as per the policy
  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:01/10/2023

  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.

  I purchased a home warranty in September of 2022. I have made all required payments for the service. I recently placed a claim for a refrigerator online with the company. When I didn't hear anything form them I called and they said it would be ***** hrs before a tech will be assigned. I could not wait that long because items in my refrigerator were going bad. So I purchased another refrigerator and I wanted to cancel this plan. I called the company and I was told I was under contract and I could not cancel the plan. The information that was sent to e says nothing about not being able to cancel the plan. I have read some reviews about this company and others are experiencing the same issue. I told them I do not want any refunds, I just want out of the plan. Please provide some assistance. with this issue. I believe that this company is a scam and does not provide the services agreed upon. My contract # is *********. ***************** warranty is the company. I have had warranty companies before and I did not have this problem.

  Customer Answer

  Date: 01/09/2023

  This is the home warranty company, they do business in **.

  ***************** warranty

  518 *****************************************************************

  Business Response

  Date: 01/20/2023

  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.
  The consumer requested to cancel the policy on 1/9/2023. In an effort to assist the consumer the policy was cancelled on 1/11/2023 as per the Terms & Conditions of the policy. In an effort to provide good customer service the $50.00 administrative fee was waived.
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you)incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
  We request this complaint be closed as answered.If you 

  Customer Answer

  Date: 01/20/2023

  [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:01/10/2023

  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 have had a service contract with Service Plus (formerly Total Home Protection) for over 3 years. I enrolled in their program because of the assurances I got from their Sales Department that ALL broken or defective appliances in my home would be fully covered with new replacements and the process would be seamless and customer friendly. I paid up front for the policy! Since I signed up in 2019, almost every claim I have made has been fraught with difficulty and challenge in trying to get reimbursement. There are exclusions to coverage for every item which was never disclosed at enrollment. For example, I previously made a claim on a clothes dryer which had a broken latch on the door. I was told that "the doors on a clothes dryer are not covered" by my policy as if the door is somehow separate from the appliance. Therefore, the claim was denied! In my latest claim, my garage door became non-functional so I filed a claim with Service Plus. I explained to them that the door was "now locked in the open position" and could not be closed manually. Therefore, the security of my home was now compromised. I was assigned a claim number and a service company was provided by Service Plus to handle this claim. This occurred on January 2, 2023! I contacted the service company, *** *****, and made an appointment for the repair. They assured me they would be at my home on January 3, 2023 between 4-8 pm. They never showed up! I notified Service Plus and they provided another company, ***** ****** Installation and Repair, and an appointment was scheduled for January 6, 2023 between 10am-2pm. Finally, at 3 pm a technician showed up and immediately diagnosed the problem as a broken spring and proceeded to call the company for authorization to complete the repair. It was denied because "springs are not covered by the policy". I then had to wait until January 9, 2023 to have the repair done by my own technician at my own expense Total cost $775.75. Have more to add later.

  Business Response

  Date: 01/20/2023

  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.
  The consumer placed a claim for the garage door opener on 1/2/2023 stating the door would start to close then reverse and open. The participating vendor reported there was no failure with the garage door opener, but the problem was with the door track assembly. As per the policy this is a non-covered condition.
  V. COVERAGE
  P. Garage Door Opener
  Note: Coverage is for no more than one (1) unit, system, or appliance, unless additional fees are paid.
  COVERED: All components and parts, except:
  NOT COVERED: Garage doors; hinges; springs; sensors; chains; travelers; door track assemblies; rollers; lights; keypads; wall buttons; remote receiving and/or transmitting devices. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  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 ###-###-####.
  

  Business Response

  Date: 02/13/2023

  Complaint: ********
  We properly addressed this complaint. While we understand the consumers frustration, the policy covers normal wear and tear of the mechanical components.  
  We sincerely apologize for your negative experience, but this failure with the garage door opener is not included in coverage. In an effort to resolve this complaint we can offer the consumer $100.00 goodwill towards this non-covered failure. Upon acceptance and resolution of this complaint we will expedite and mail a check within 7-10 business days. For additional assistance, please reach out to us ###-###-####.
  
  

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's not an adequate offer!  If they increase this offer to $500 I might consider it.  I paid $775 to get this garage door repaired and a $100 offer is not a "good will" gesture.  It's an insult and creates "ill will".  Almost every claim with Service Plus ends up with them paying a fraction of what they should pay based upon their ridiculous exclusions.  I will not settle for $100 to make this complaint disappear!
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ********