Complaints

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

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

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:01/05/2023

  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.

  In March/April 2022 I had a dishwasher problem that the Service Plus said would cost too much to repair. They would send me a buy back check within 8 weeks. I have called a number of times and am always told they have sent the information to their finance department to send the check. It has been over 8 months and still no check. They need to send the money and maybe even more as compensatory damage. They also need to train employees that advising customers the refund is in the mail is actually a false statement that should lead to legal settlements.

  Business Response

  Date: 01/19/2023

  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 on 1/13/2023. 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: 01/19/2023

  [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:01/04/2023

  Type:Order 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.

  Claim #*********. Repair appt on 12/15/22 by *********** per my choice. We called as required, the tech gave them estimate of $615.83 (part $249.80, labor $366.03) to replace the ************************* It didnt light up so unable to change or see functions. I was told the manager would call back in an hour. The tech could not stay to wait for response. If I wanted it fixed to order the part, I had to pay, which I did. I was going to file a claim after it was fixed. No call came that day. The next morning I received an email stating I needed to call the **************** which I did. I was told they would only cover $300. If I disagreed I could email ************************************* I inquired about if I should choose to cancel, how much would refund be? I was told that 13 months had passed so with the cancellation fee, I would not get any refund. That made no sense as I still had 23 mo left not counting the 6 free months. At $1500 for 36 mo = $41.67/mo x 24 mo = $958.41. I emailed mediation@serviceplus on 12/18, 12/22 & 12/27 with no response at all. In my email I disputed their reimbursement amount and asked for an explanation of their cancellation policy after what I had been told. When I signed up for this warranty they talked up the service, told me I could choose my repair company, did not say they may not cover the full cost. I was told that I could cancel at anytime, nothing about a cancellation fee. I agreed to 3 yrs as I was told it would be cheaper the longer I took. They also would then throw in 6 mo free for a total of 3 1/2 yrs @ $1500. I called three different times to make sure I had all the necessary information before I made the decision. This was my first request for reimbursement for a repair. It has not been a positive experience. I feel like I have been taken advantage of. The information I was given when I signed up with Service Plus was gravely inaccurate and they misrepresented their company. I am asking for your help in resolving this.

  Business Response

  Date: 01/16/2023

  
  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a refrigerator on 12/15/2022 stating user interface was not responding. The consumer already had a vendor out to the home so was going through reimbursement, who reported the LED display is not working due to a failed control board. 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. 
  As per reimbursement, We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). The consumer was offered $175.00- the $45.00 service charge fee that each consumer is responsible for per claim. The consumer rejected this offer, so in an effort to assist we offered $200.00, which the consumer rejected. The final offer of $300.00-$45.00 service charge fee for a total of $255.00 was offered and the consumer rejected. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  E. Instances beyond SPHWs control *** prevent SPHW from providing a Service Contractor to repair or replace a covered item. In these instances, we reserve the right to provide you cash-in-lieu of the repair or replacement services. This amount offered is based on what SPHW would expect to pay (which is substantially less than retail cost) for parts and labor for covered items less the incurred cost of the contractors diagnosis. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  IV. TRADE SERVICE CALL FEE
  A. You are required to pay a ************* Call Fee for each trade service request you submit to us.
  We have not received a copy of the paid invoice in order to process the reimbursement as of today. We apologize for the confusion in regards to the refund due back to the consumer if they choose to cancel. 
  The consumer purchased a 3 year + 6 free months policy on 11/9/2021 for the promotional rate of $1,500.00. With 13 months of coverage at the paid rate $41.67 a month with additional optional coverages for central vacuum, well pump, second refrigerator, stand alone freezer, water softener, refrigerator ice maker and free limited roof leak for an additional $20.85, total per month at the paid contract rate is $62.52 a month, which totals $812.76, 10% administration fee is $68.72 and $0 costs incurred at this time as the consumer has not accepted the offer for the refrigerator, for a total refund of $618.52.
  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 for the unexpired term, less a 10% administrative fee and any claims paid. 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 the consumer would like to accept the funds, they *** send in a copy of the paid receipt ************************************ Once received we will expedite and mail the check within **** business days. If the consumer would like to cancel the policy as per the above calculations, please contact us at **************.
  
  

  Customer Answer

  Date: 01/18/2023

  
  Complaint: 18686413
  
  I am rejecting this response because:
  I actually called to report a needed repair on my frig on 10/6. I was told I could use my own service company for repairs. I was also told that when I signed up for this coverage. I was not told that the entire repair cost *** not be paid Id I went this route. That would have influenced my decision if I had known that ahead of time. They said that I needed to call when the service tech was here so they could discuss the needed repairs, which I did. They couldnt make that decision right away and said someone would call me within an hour. Was my tech supposed to wait for them to call back?  I did not get a call back, I got an email the next morning asking me to call. Their approved costs was a complete joke. First they say $175, then $200, the $300?  I didnt know I had to negotiate to get my repairs covered.
  This company is hiding behind their Agreement Coverage Summary (ACS).  If you look at it, there are more non covered repairs then there are covered repairs. You dont get to see this document until after you agree to sign up and have paid their fee. This document should have been a red flag for me. 
  
  i dont agree with their cancellation figures of what I would get back if I cancelled. I paid $1500 for 36 months old coverage which = $41.67 peer month. There was no additional costs for the additional coverage on other items as they stated. I had the Platinum Plan as my paperwork states. If there was the additional charge  then I would have paid $2250.72 for the 36 months. I am not including the 6 free months they tacked on as they also didnt include the 6 months in their figures.
  $1500 divide by 36 months = $41.67. Not the figure they quoted of $62.52. If I used 13 mo x $41.67= $541.71. $1500-$541.67 = $958.29 x10% cancel/admin fee of $95.83= $862.46. This is the amount I would expect to get refunded if I chose to cancel.
  If Service Plus agrees to this amount of $862.46, then I would accept that and not file a repair claim for my frig and they can cancel my plan. 
  I was not told about a cancellation fee. I inquired about this when I called to inquire about their service and was told there was no fee. I was told this twice by two different people I had talked to as I didnt right away enroll as I wanted time to think about it and called again with more questions. 
  if Service Plus will agree to refunding me the $862.46, then I would drop the issue of the cancellation fee. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/04/2023

  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 a ***************** Warranty policy number ********* and have two claim reimbursements that I have been calling the company for. For Claim ****** (5/6/2022) - I am waiting for a $250 reimbursement. For Claim ****** (11/22/21) - I have been waiting for over a year for a $150 reimbursement. I paid for a 3-year warranty and the company has failed to reimburse me for services they approved as reimbursable. Every time I call, they say they will escalate or the check is in process.

  Business Response

  Date: 01/16/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  A check for both claims was mailed 1/13/2023. 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:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called service plus home warranty sometime in May.My wine cooler was not fixable so I kept calling them to see what the problem was.they said they were still looking into it.i called the service guy that came out.he told that the company had been calling them to come out and fix the cooler.he asked me to tell them not to call his company again. On 06/06/22 they settled on sending me $190 to replace my cooler.they said it would be about 6 weeks before I got my money. Around the middle of August I started calling them to find out when was my money coming in.they said the check had been Approved on 06/06/22 and would be sent as soon as the check would be realeased.i asked to speak to the accounting department so I could get a release date.i was informed that they had no way of talking to that department so I asked to talk to a supervisor. I got the same thing from the supervisor. I have called supervisor after supervisor from August till a few days after x mas but I get the same thing.when the accounting department releases the check to them,they will send it to **** have talked to them at least 15 time.at this point I rather cancel the policy and forget the $190 they owe me and get all my $1,353 I paid to get this policy.

  Business Response

  Date: 01/12/2023

  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 1/6/2023. 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: 01/12/2023

  
  Complaint: 18680564
  
  I am rejecting this response because:I feel as though the company decided to pay up as soon as I filed a complaint with the BBB.i was going to cancel as soon as my claim would have been paid for due to the way it was handled. I can't believe this company had the gul to called the people that came out to fix my cooler repeated time knowing well that not even the cooler company was making replacement part for this cooler.the average cost of the plan is about $32 per month.by holding on to my $190 for 7 months it already cost me $224 so in all actuality it has cost me $34 in money I will never see.i would love nothing g else but to have a warranty company that would come through for me but this company is not one of them.again I am asking for all the money I paid them back in February of 2022.they can keep my $190.i want nothing to do with this company.i would hate to go to the *********************** with my complaint. 
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/10: damage occurred. Backyard is flooded due to blockage in pipes. We required a plumber. Service plus could not find a plumber after many calls. They agreed we should find a plumber they could approve of. 7/13: service plus agreed on plumber and said they would reimburse us costs of repair. 7/13: after job was done, service plus would only cover 175$ of a 605$ job. Assured it would take 3-5 weeks for us to receive our reimbursement. 1/02: weekly phone calls were made starting mid august through early November. Phone calls have now been ignored. The representatives have now said they are holding our payment. They refuse to give us a date on when we will receive our reimbursement or any update on the status.

  Business Response

  Date: 01/12/2023

  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 1/6/2023. 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:01/01/2023

  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.

  Back in February 2022 I reached out to service plus for a dishwasher repair. I was told that cause of covid there was no materials to fix my dishwasher. Service plus told me that they will reimburse me $300.0] towards a dishwasher purchase. I wasn't happy about this amount, but agreed and was told I will be contacted by a service plus representative for further action. Mid April **************************************************************** Here we are January 2023 and no check. Every time I call I'm told " it's in processing stage" and cause of staffing due to covid they will be be behind 8 to 12 weeks. We'll we are way pass 12 wks and no check. ***** who seems to be a representative in this department tells "the check is in a processing " phase, when I ask to speak to a supervisor or shift lead she tells me," she is the last resort "for her department! This company is a joke and has no customer service!

  Business Response

  Date: 01/12/2023

  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 12/30/2022. We apologize for any inconvenience this may have caused.  Our system shows the check was cashed 1/10/2023 which confirms receipt. 
  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:12/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this company SP since 2020 when it was THP and never knew the name was changed until I went to file a claim. I filed a claim on 12/23/22 due to my furnace continually running. on 12/25/22 I received an email letting me know they could not find a repairman so they did prior approval for $200 reimbursement. I DID NOT TAKE the reimbursement .this happened in the past. they could not find someone to come out. on the 25th they closed my claim. On 12/27/22 I called to cancel as why should I pay if when I file claims they cannot find someone to come out? I also had an issue with my toilet on 12/25/22 but felt no need to file as they will probably close that one also. The woman in billing said how about if we take care of the toilet issue in place of not cancelling. That was on 12/27/22. in my contract it states they send or assign someone WITHIN 2 days if it is filed during normal business hours within 4 if on weekends. Mine was done on a TUES. I have yet to hear anything from them, and today is FRIDAY the 30th of dec. we are facing a weekend so they do no business. I have 1 bathroom my toilet is leaking from the seal. I have not received contact from them letting me know they have not forgotten my claim or are still looking = just silence. I did email them telling them I will be cancelling that I have contacted the ********************* who advised me that I MAY cancel prior to july which is when SP said I had to wait. The IA ****************** told me how to cancel. they are also checking into this company.I told SP to close my claim and I will be mailing my cancellation and expect no further billing to occur after 5 weeks per the IA ************** I will be sending copies of everything. I want no resolution other than to cancel but SP says I can't. ** has only ever sent 1 repair person here but denied my claim that was in 20. otherwise they can never find anyone. Why should I pay for this warranty. it is worthless

  Business Response

  Date: 01/10/2023

  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 the heating system on 12/22/2022 stating the unit was constantly running. While in the process of securing a participating vendor the consumer contacted us back to advise they wanted to cancel the claim, which was processed at their request. 
  The consumer placed a claim for the heating system on 12/23/2022 stating the unit was constantly running, and not reaching the desired temperature. Due to limited availability of participating vendors and to expedite 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 to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid invoice. On 12/27/2022 the consumer contact us to advise they were able to solve the issue. 
  The consumer placed a claim for the plumbing system stating the toilet was leaking. As we are not an emergency service the consumer was advised of reimbursement to expedite service. The consumer contacted us via email to advise to close the claim as they had the issue repaired. 
  The consumer went through getting their own vendor but did not go through reimbursement which was an option we advised them of. Being they were getting their own vendor to assess the situation all that was needed was for the consumers vendor to contact us to advise us of the failure, parts & pricing in order to conclude the claim. 
  In an effort to assist the consumer, they may send a copy of the paid invoice to ************************************ to 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 the consumer would still like to cancel the policy, please contact us at **************.
  
  

  Customer Answer

  Date: 01/10/2023

  
  Complaint: 18664616
  
  I am rejecting this response because:
  they say that when the claim for the toilet was filed they told me they pre  authorized $300  and was told to contact my own vendor? Absolutely not. I filed on Dec 27th.  In my contract it says they send someone out within 2 days if filed during normal working hours.  I filed on a tuesday. I heard NOTHING until Jan 7th.  that is a full week of nothing. of course I handled it myself as I cannot go with out a toilet for SEVEN days.  and absolutely no contact from this company during that time.  every time except once did they send someone out.  that particular time my claim was denied.  then 2 claims almost back to back and no one to send out.  I had filed 2 other claims with no one coming out. which means to me they do NOT have the network they boast about. not to mention the fact I pay monthly and in turn get no assistance.  pre authorized? DOES NOT guarantee me that money.  I have read enough reviews of this company not paying out that supposed pre authorized money and also of people waiting over a year being promised it will be sent.  I am NOT taking that money as I am not going to linger in this fake contract with them. I do not want anything from this company other than for my policy to be cancelled and done with them. The preach peace of mind yet this is not peace of mind waiting 7 days to hear something and finally be told to call someone myself.. when I filed the toilet claim I was trying to cancel my policy.  the lady asked why and I told her because when I file a claim they can never find anyone to come out then the one time they did my claim was denied. so this to me is NOT what I want. she said ok how about we file the other claim you have and get that taken care of instead of canceling. I responded that they more than likely won't be able to find anyone to come out for that one either just like the other claims.  she said no they could find someone..  could they? NO.  I don't want anything more to do with this company as it has been shady since I got it in 2019.  my 1st claim they could not find someone. I wanted to cancel back then as that was my 1st claim and it was THP then.  they told me wait, that they would find someone. when called back with vendor information I called and the guy said he had no clue what I was talking about and did not work for them.  that whole thing became a hassle  when someone finally did come then SP denied the claim. and ever since for each claim they cannot find anyone... what kind of track record is that? money goes out every month to them. I have never  caused a failed payment. it is auto drafted each month like clock work.. but then when I need someone--- nope no one-- a promise of pre authorized money but yet it isn't really guaranteed as generally claims are denied.. bottom like they get my money and I get nada..  so I want my policy cancelled.. NOT IN JULY __  I want it cancelled NOW
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a plumbing issue, ServicePlus Home Warranty could not find a vendor in my area to make the repair so they authorized me to find a plumber and get up to $150.00 reimbursement. The work was completed, I forwarded the required paperwork for $140.00 reimbursement and ServicePlus Home Warranty approved payment to me on 09/23/2022 and said I would receive a check within 6 to 8 weeks. I have called a number of times and always get an excuse or told my check is still in processing. It's been 14 weeks since my reimbursement approval and I'm still getting the runaround.
  I have had a number of issues with this company and would discourage consumers in doing business with them. I just want my $140.00.
  Thank you very much.
  ****** *********

  Business Response

  Date: 01/10/2023

  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.
  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 12/30/2022. 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: 01/10/2023

  [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:12/23/2022

  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.

  ABOUT 2 MONTHS AGO PLATINUM WARRANTY ONLY WANTED 1 YEAR BUT SPECKING *********************** ACCOUNT MGR HE SOLD ME 6 ??YEAR PLAN ABOUT 1 MONTH AGO I HAVE A PROBLEM WITH MY BASEMENT FLOODING CALLING INTO THIS COMPANCY AT LEASE 20 TIMES NO RESOLUTION. FINALY SPECKING TO *************** 2 TIMES AND HE TRANFER ME TO SOMEONE ELSE PHONE DISCONNECTED NOW CALLING BACK IN TO **************** HE WILL NOT PICK UP SPECKING TO SOMEONE ELSE I TOLD THEM THAT I DONT WANT TO BE IN LONG CONTRACT BECAUSE OF ALL THE PROBLEMS I HAVING NOW ACCOUNT NUMBER ********* ONLY ONE YEAR AND IF THINGS GET BETTER WITH THERE COMPANCY I WOULD LIKE TO ADD MORE YEARS OF SERVICE. THEY ARE TELLING ME THAT THEY WILL NOT REFUND MY MONEY I AM 66 YEARS OLD AND THEY ARE TREATING ME RIGHT WILL YOU PLEASE HELP MY BASEMENT HAS NOT BEEN REPAIR AND I HAVE A FINISH BASEMENT THANK YOU

  Business Response

  Date: 01/06/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for the plumbing system on 10/18/2022 stating there was water backing up in the basement. Due to limited availability of participating vendors and to not delay service, the consumer was advised of reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The consumers vendor would need to contact us prior to 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 consumers vendor reported the stoppage was cleared 3 times and the stoppage is more than 120 feet from the home. The consumers vendor also reported they would need to put a camera snake down the drain to have a better understanding of what was going on. The consumers vendor then reported after running the camera, that the sewer line collapsed about 60 feet from the home. As per the policy this is a non-covered condition. 
  V. COVERAGE
  F. Plumbing System and Stoppage
  Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
  COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builders grade as necessary); toilet wax ring seals; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
  NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; leak detections; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; failures due to calcium build-up; hose bibs; faucets and fixtures; faucet and fixtures cartridges; valves for shower, tub, and diverter angle stops, rinses and gate valves; water softeners; freeze damage; reverse osmosis; water filtration systems; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of ********** where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  The consumers policy became effective on 10/4/2022, and the claim being placed on 10/18/2022 it was also determined this failure could not have happened within the short life of the policy and determined to be 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.
  The consumer purchased a 5 year + 1 free year policy at the promotional rate of $1,560.00 on 9/4/2022. With 4 payments of $100.00 received the consumer did 4 chargebacks which automatically cancelled the consumers policy on 12/31/2022.
  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: 01/06/2023

  
  Complaint: 18632959
  
  I am rejecting this response because:
  
  They are not telling the truth i have made over 20 plus

  Call and everyone tell me something different with that said I will not do business with people like this I will only do 1 year with them if I have to I really don't want to do 1 year just want this to go away my basement is not fix and they are not saying its not **ver if they are a good ** why am being forced to do busy I have there best **verage  totally different from what I was told when I sign up 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/21/2022

  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 Home Warranty Policy with ***************** Warranty that I purchased on August 16, 2020, for a four-year term. I filed a claim on December 14, 2022, for my cloth washer. Service Plus sent a technician to my home to service my washer, however the technician could not repair my washer because he needed to order a part. I got an email from Service plus the next day asking me to call their resolution department. I call the resolution department and I was told that the company was not going to affect the repair of my washer and offered to give me $200 to buy a new washer. I informed the customer service rep that $200 was unacceptable and requested to speak to a manager. He informed me that I could not speak with a manager, and he had the final say on what happen to my claim. This is an ongoing tactic that service plus use to avoid repairing equipment. I filed a previous claim for my dishwasher and the company did the same thing. They refused to repair my dishwasher and sent me a check for $100 to buy a new dishwasher. I investigated how much the part cost to repair the dishwasher and found it on Amazon for $24 and did the repair myself. I paid Service plus $1,140 dollars for my service contract and they took my money but refuse to fix any appliance when I have and issue. Service Plus use deceptive practices to lure consumers in and never repair broken equipment.

  Business Response

  Date: 01/05/2023

  
  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 clothes washer on 12/14/2022 stating the unit was not advancing through cycles. The participating vendor reported the unit needed a new control board and the suspension rods have failed. Due to the 10 year old age of the unit and the potential of additional failures, the consumer was offered funds of $200.00 as per the policy, which the consumer rejected. Although the unit is not cost effective to repair, the consumer was offered $250.00 goodwill payable to the vendor for repair, which was also rejected. 
  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. 
  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: 01/06/2023

  
  Complaint: 18624482
  
  I am rejecting this response because: The business is lying about two things. First the business never offered me $250.00, and the second thing is my cloth washer is not 10 years old. This company is a scam that never repair items and cheat consumers out of their money.  
  
  
  
  Regards,
  
  ***************************