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.

close

Find a Location

ServicePlus Home Warranty has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  160 Alewife Brook Pkwy Cambridge, MA 02138

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:01/06/2025

  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.

  To Whom It May Concern:I am writing to file a formal complaint against ServicePlus Warrantee regarding their home appliance warranty service. My experience has revealed significant discrepancies between their "pitched" coverage and actual service delivery.The specific issues include:1. Inadequate Coverage: When our washing machine needed replacement, instead of providing a comparable replacement as implied in their marketing, they offered only $300 - far below the current market value of a washing machine.2. Payment Delays: The promised $300 reimbursement check, which was supposed to be delivered within 6-8 weeks, has still not arrived after more than 10 weeks. Multiple inquiries about this payment have gone unaddressed.3. Poor ***************** Despite promises of supervisor follow-up regarding these issues, we have received no calls. Their customer service has been consistently unresponsive to our concerns.4. Misleading Terms: The company's coverage terms contain numerous exclusions and limitations that are not clearly communicated during the sales ********** a result of these issues, I will not renew my service with them and am seeking:- Immediate delivery of the promised $300 reimbursement - A formal explanation for the excessive delay - The promised supervisor follow-up call This experience has demonstrated a pattern of poor service delivery and failure to honor commitments. I am bringing this to the BBB's attention to help prevent other consumers from experiencing similar issues.Sincerely,*** *******

  Business Response

  Date: 01/13/2025

  COMPLAINT ID:  ********
  Thank you for contacting us regarding your concern. We value your feedback and treat each complaint with the utmost respect, as it helps us improve our services to better serve our valued customers.
  We understand there are always two sides to every story, and we strive to find a fair resolution for all parties involved.
  Due to circumstances beyond our control, there have been delays with the processing of checks. We are aware of these issues and are actively working to resolve them as quickly as possible.
  We are pleased to inform you that your check was mailed on January 9, 2025. Please accept our sincerest apologies for any inconvenience this delay may have caused.
  At ServicePlus we remain steadfast in our commitment to providing industry-leading home warranty products and exceptional customer service. Should you have any further questions or require additional assistance, please do not hesitate to contact us at **************.
  

• Initial Complaint

  Date:01/03/2025

  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.

  September 29 2024 we had a technician come to our house to service a broken freezer we paid $100 service fee. We were told that it can’t be fixed because the freezer is to old and they can’t get the part worth apx $200. I got a message that I should call the company for further assistance. I expected them to replace the item as current cost they said they would only give me 200 the cost of the repair they said it’s in the contract when I took out the policy I was told replace the item. Either way they agreed to give me $375. The claim was approved October 9th. They said it can take 6-8 weeks for the check to come in the mail. Each time I call I am told check was not yet processed. When I ask for a supervisor I’m told we will escalate the issue. She I ask about speaking with the department that cuts the check they tell me they have no access to that department.
  I keep paying for the Warentee but feel I’ve been fraud. I don’t know why a check has not been sent. And there is no one to talk to there. I have been patient but now I’m at a loss Please help me.

  Business Response

  Date: 01/10/2025

  COMPLAINT ID:  ********
  Thank you for reaching out to us regarding your recent concern. We sincerely appreciate your feedback and take every complaint seriously as an opportunity to improve our services. We value your trust and are committed to addressing your issue promptly and fairly.
  We understand there are two sides to every situation, and we strive to find a fair resolution for all parties involved. Due to circumstances beyond our control, there have been delays in processing checks. We sincerely regret any inconvenience this may have caused and want to assure you that we are working diligently to resolve this matter.
  In this specific instance, the check was mailed on January 9, 2025. Please allow for standard mailing times. Should further assistance be needed, do not hesitate to reach out to us.
  We remain dedicated to our founding principles of providing industry-leading home warranty products and exceptional service to all our customers. If you have any further questions or concerns, please contact us at ###-###-####. Our team is here to assist you.
  
  

• Initial Complaint

  Date:12/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been paying an home warranty for my brother and when I called to cancel the policy and stop the draft on my credit card they refuse to cancel the home warranty and refuse to stop billing my card I notified my credit card to not let them bill my credit card no help with that the company is Service Plus Home Warranty account #********* my brother asked for them to cancel the home warranty because he can't afford it because the monthly payment increase from $49.92 to $71.92 since he been a customer since 10-14-2022 to present my brother put in for a reimbursement claim for some heating and cooling system repairs he had done in mid August thru September the representative customer service told him they will send him a check for $300.00 in six to eight weeks and still haven't received a check and now that it's December 27 2024 and he still haven't received any response I the sister want to stop paying for this home warranty and start the new year with a better trusting home warranty Service Plus Home Warranty refusing to take my credit card off the account I feel like I'm being forced to pay for something I'm not responsible for and for this to be a business they are not honoring their policy logo we appreciate your business and customer are always right
  The complaint ****** ********** whose being forced to pay for something against her will
  The customer ******* *******

  Business Response

  Date: 01/10/2025

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We treat each complaint with the utmost respect, using feedback to continually improve our service to valued customers. We understand that every situation has multiple perspectives, and we are committed to finding a fair resolution for all involved.
  While we have canceled the policy on 12/30/2024, we want to emphasize that we value this consumer as a customer. It’s always our goal to maintain positive, long-term relationships with the customers we serve. 
  In an effort to provide good customer service, we have waived the $50.00 administrative fee associated with the cancellation.
  XII. Cancellation
  Our Service Agreement outlines the terms of cancellation as follows:
  • If both parties mutually agree to cancel the Agreement after 30 days, the customer is eligible for a pro-rated refund based on the standard contract rate for the unused term, minus a $50 administrative fee per unused term and any service costs incurred by us, including goodwill or settlement payments.
  • Any free months offered will be deducted from the pro-rated refund amount upon cancellation.
  • If the total service costs exceed the contract fees paid, no refund will be issued.
  Due to delays beyond our control and then the cancellation of the policy, we manually submitted for the consumers check to be expedited. The check was mailed 1/9/2025. We sincerely apologize for the consumers negative experience. 
  All claims have been managed according to the Service Agreement, which specifies both inclusions and exclusions. As always, we remain committed to ensuring a positive customer experience and upholding our responsibilities to our customers, contractors, employees, and company.
  Our dedication to our founding principles—delivering industry-leading home warranty products and exceptional service—remains unwavering. If there are any further questions or if there is anything we can do to assist further, please contact us at ###-###-####.

• Initial Complaint

  Date:12/20/2024

  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 purchased a ServicePlus home warranty when I bought my new home, hoping it would provide peace of mind for any unexpected issues. However, every time I submitted a claim, the company denied it, citing either pre-existing conditions or stating that the issue wasnt covered under their policy.After my most recent claim, submitted on December 18, 2024, was also denied, I decided to cancel my policy on December 20. I requested reimbursement for the payments I made from September through December 2024, as the company provided no assistance for any of the issues I encountered. They refused to refund me, despite charging me $40 per month ($200 total) for a service they failed to deliver.Dealing with ServicePlus has been a frustrating experience. Their representatives are dismissive, unhelpful, and quick to find excuses to reject claims. This company feels like a scam, as they continue to collect monthly fees without providing any meaningful service.Let me know if youd like further adjustments!

  Business Response

  Date: 01/07/2025

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We greatly value customer feedback, as it helps us continuously improve our services. We recognize that every situation has multiple perspectives, and we strive to resolve matters fairly and transparently.
  Claim for Garage Door Opener 9/30/2024
  The consumer filed a claim for a garage door opener, reporting that the door was not opening or closing fully. Upon evaluation by a participating vendor, it was determined that the motor of the double-door garage opener had seized.
  Since the policy became effective on 9/15/2024, it was concluded that this failure could not have occurred within the brief active period of the policy. Instead, it was identified as a known/unknown pre-existing condition and, therefore, a non-covered issue under the terms of the policy.
  Basis for Coverage:
  B. Are in place and in proper working order on the effective date of this Agreement.
  In an effort to assist, we extended a goodwill offer of $100.00 toward the non-covered condition.
  Claim for Built-In Microwave 12/18/2024
  The consumer also placed a claim for a built-in microwave, reporting sparks inside the unit. The consumer was informed that arcing is classified as a non-covered condition per the Service Agreement.
  Microwave Coverage Details:
  COVERED: All mechanical components and parts, except:
  NOT COVERED: Doors, hinges, handles, glass, knobs, lights, clocks (unless they affect the cooking function), meat probe assemblies, rotisseries, racks and trays, interior linings, arcing, and portable or countertop units.
  Policy Cancellation 12/20/2024
  The consumer requested to cancel the policy on 12/20/2024. With the policy cancellation, the goodwill offer of $100.00 was revoked. However, in an effort to further assist, we refunded one monthly payment of $40.00 and waived the $50 administrative fee at the time of cancellation.
  Cancellation Terms:
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, the consumer is entitled to a pro-rata refund for the unexpired term, less a $50 administrative fee and any service costs (including goodwill or settlement payments). Free months offered are also excluded from the prorated refund. If service costs exceed the contract fees paid, no refund is due.
  Commitment to Service Excellence
  All claims were reviewed and processed in accordance with the Service Agreement, which outlines specific inclusions and exclusions. We are committed to upholding our founding principles of delivering industry-leading home warranty products and exceptional customer service.
  If you have further questions or need assistance, please contact us at **************.

  Customer Answer

  Date: 01/07/2025

  
  Complaint: 22713543
  
  I am rejecting this response because:
  
  Despite raising several requests, no technician was ever sent to inspect the issues, yet my claims were automatically denied. Each time, I was provided with a section of your policy as justification, but no effort was made to properly assess the situation.
  
  
  This is not the first issue I have encountered with your company. Additionally, I have found the staff to be consistently unhelpful and rude, further contributing to my dissatisfaction.
  
  
  Due to these experiences, I have canceled my contract as I no longer wish to be associated with a company that fails to provide adequate service or support. I feel misled, as I paid for a service that was never renderednot even a technician visit.
  
  
  I am requesting a full refund of the payments I have made, as no services were provided to me. Please address this matter urgently.
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/17/2025

  Complaint ID: ********
  We regret to inform you that we have canceled the policy due to chargebacks initiated by the consumer. Please know that we deeply valued this consumer as a customer, and it has always been our goal to maintain positive, long-term relationships with those we serve.
  Unfortunately, the initiation of chargebacks has limited our ability to review for further assistance with the consumer's request. At this point, the transactions are being managed by the chargeback company, which will determine the outcome regarding the dispersal of funds.
  We remain committed to providing a positive customer experience and fulfilling our responsibilities to customers, contractors, employees, and our ********************** as a whole. Our dedication to delivering industry-leading home warranty products and exceptional service remains steadfast.
  If you have further questions or require additional assistance, please do not hesitate to contact us at **************.

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22713543
  
  I am rejecting this response because:
  
  I  requested the cancellation of the policy and have initiated a chargeback with my bank. I am also filing this request with the Better Business Bureau to ensure that I receive a full refund and to prevent other homeowners from experiencing a similar situation. I was misled and charged for a service that was neither fulfilled nor considered, reflecting the deceptive practices of this company.
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/31/2025

  Complaint ID: ********
  As stated in the last response, the chargebacks have limited our ability to provide further assistance. At this point, the transactions are being handled by the chargeback company, which will determine the outcome regarding fund dispersal.
  At this time we politely request this claim be closed as answered. 

• Initial Complaint

  Date:12/10/2024

  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.

  Request the portion from a 28 Aug2024 claim in the amount of $240 be paid to us. ******* & ****** ********. Have called several times and submitted portal complaints to no avail. The only response l ever receive is, Im sorry, your complaint has been elevated to my supervisors, and theres nothing else we can do. The payment suppose to take only 8-10 weeks. Its now 16 weeks.

  Business Response

  Date: 12/24/2024

  COMPLAINT ID:  ********
  Thank you for reaching out with this complaint. We take all feedback seriously and use it to improve the service we provide to our valued customers. While we recognize that there are always two sides to every situation, we strive to achieve fair resolutions for all parties involved.
  Unfortunately,there have been delays with checks due to circumstances beyond our control. We are actively working to address these delays and apologize for any inconvenience caused. The consumer's check was mailed on 12/19/2024.
  We remain committed to providing industry-leading home warranty products and exceptional service to our customers. If you have further questions, please dont hesitate to contact us at **************.
  

  Customer Answer

  Date: 12/24/2024

  [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:12/09/2024

  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.

  WE had a vent from the bathroom that comes out under our kitchen sink. Water had started gushing out of the vent anytime we had to use the kitchen sink or the dishwasher.While We have been paying faithfully for well over a year through auto draft. Our deductable is $125 to file a claim and receive a repair. I believe that since there seem to be no sense of urgency.....and after 4 days I had to do the repair myself. I feel like they should pay me the $125 for my trouble. We have this home warranty so we don't have to worry when something comes up. Now I'm not so sure that is the case.

  Business Response

  Date: 12/19/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the referenced complaint. We take every complaint seriously and view customer feedback as an opportunity to improve the quality of service we provide to our valued customers.
  The complaint in question involves a plumbing system claim placed on December 2, 2024, where water was reported flowing from a vent under the sink when the dishwasher was running. To avoid delays including limited availability of participating vendors in your area, we extended an option for reimbursement. This allowed the customer to work with a local vendor of your choice for diagnosis and repair.
  Under this reimbursement process:
  1.The vendor would contact us prior to making repairs to report the failure, including parts and pricing.
  2.Once the repair was approved and completed, the customer would submit a paid receipt for reimbursement.
  Subsequently, on December 10, 2024, we were able to assign a participating vendor to service the claim. We are currently waiting for the diagnosis in order to proceed forward with the claim. 
  We assure you that all actions taken have been in compliance with the terms outlined in the Service Agreement. Our goal is to provide fair, transparent, and timely resolutions while ensuring a positive customer experience.
  If you have further questions, concerns, or require additional assistance, please dont hesitate to contact us directly at **************.
  

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22660848
  
  I am rejecting this response because: The plumbing problem was more of a right now fix needed instead of a we'll get to it when we can. We couldn't use our kitchen sink during this time period. It took you 8 days to assign someone then the time for them to reach out to set up an appointment. I don't know how anyone can go without the use of the busiest room in the house. Your pitch is pay us and let us take care of unexpected problems within the house. It's not highlighted that it will take as long as it takes to get it fixed and our sense of urgency is non existent. We have paid Service Plus for a long while, never late on a pymt yet we get this service. (almost $600 yearly) We have received nothing for our loyalty. Not real pleased and not as confident that I have a safety net in case something comes up. I will be rethinking my partnership with the Service Plus company. There are other companies that offer these services.

  I know you've covered your bases so you have an out to treat customers like this, so I'm not expecting any business etiquette or loyalty or an attempt just to do the right thing.

  I appreciate your time.

  My complaint is on record.
  
  Not Happy,
  ******* ******

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12//3/24 I contacted my home warranty to file a claim because my garage door is not opening.A garage door specialist was dispatched. The garage specialist took pictures of the garage door and its other components, keypad and garage opener. The specialist called me on 12/5/24 and told me my claim was denied by ************. Why would you open a claim if you weren't going to cover it? Service Plus is the worst company to do business with. I called service plus and asked them why was my claim denied. I was told because my keypad needs reprograming. Ok! The bottom line is my garage door is not opening, and I have a home warranty that covers that, but they won't pay to get it fixed. I requested a full refund. They said I couldn't get a refund at this time. I would never do business with this company again. To me Service plus just dispatches companies to your residence to collect a service fee. I made several claims with this company and they did not cover not one claim.

  Business Response

  Date: 12/12/2024

  Complaint ***********
  Thank you for contacting us regarding your recent experience. We value your feedback and strive to treat every concern with the utmost respect. Your input helps us continuously improve the services we provide to our valued customers.
  The customer placed a claim on December 3, 2024, for a garage door opener that was not functioning as expected. Upon inspection, the participating vendor determined the issue to be with the garage door itself, which was not properly aligned. Additionally, adjustments were needed for the sensors and remote controls. Unfortunately, these conditions fall outside the coverage scope of the policy, which addresses normal wear-and-tear mechanical failures.
  For clarification, per the Service Agreement:
  Garage Door Opener Coverage:
  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 also noted that the $45 service charge fee was not paid at the time of service to the vendor by the customer. In an effort to assist, we covered this fee on the customers behalf to help facilitate the vendors visit and provide support.
  Please rest assured that all claims have been processed in accordance with the Service Agreement, which outlines both inclusions and exclusions. We remain committed to delivering a positive customer experience and ensuring fairness for all our customers, contractors, and partners.
  If there are any additional questions or require further assistance, please feel free to contact us at **************.
  
  

• Initial Complaint

  Date:11/27/2024

  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 called for 2 different service one on an air conditioner and one on for our stove. They wouldnt fix the dampers on the A/C because they arent covered even though the salesman said they would be when I purchased the warranty. The second time was for our stove that a burner stopped working. The service person came out said the motherboard was out of it and needed replaced. He turned the information into Service Plus. A few days later I received an email to call them which I did. During the call I was informed that they couldnt get the part because they were no longer available so I asked when they were going to replace my stove like the warranty states it does. I was informed they werent doing that either. Instead they were going to send me a check for what the part should have cost. I asked how they could come up with a price and they said they took the average of similar parts. If a part isnt available and being told at the purchase any breakage would be fixed or replaced I expect the stove to be replaced. Instead I have a broken stove and am waiting 8 weeks for a check because that is how long it takes them to write a small check.

  Business Response

  Date: 12/06/2024

  Complaint ID:   ********
  Thank you for reaching out to us regarding the above-referenced complaint. We treat every concern with the utmost respect and view feedback as an opportunity to improve the service we provide to our valued customers. While we understand there are two sides to every situation, we are committed to working toward fair resolutions.
  

  Upon reviewing the claims in question:
  

  Air Conditioner Claim (Submitted 9/27/2024)
  

  The consumer reported an issue of no air coming from the vents. Upon inspection, the participating vendor identified the failure as a damper motor. Under the terms of the Service Agreement, this component is not covered. Damper motors, which redirect airflow between zones, fall under excluded items along with zone controllers and related components.
  

  Relevant Policy Details:
  

  Covered: Mechanical parts of two ducted electric central air conditioning systems up to 5-ton capacity.
  

  Not Covered: Zone controllers, zone components and parts, and other specified exclusions outlined in the agreement.
  

  Stove Claim (Submitted 10/20/2024)
  The consumer reported the left burner was not working. The vendor determined the failure was caused by the trim control assembly, which is no longer available. Per the Service Agreement, when a part is unavailable, we offer a cash payment equivalent to the average cost of parts and labor for the covered repair. We communicated this buyout offer to the consumer on 11/1/2024.
  

  The check was processed and mailed on 12/4/2024, adhering to the standard processing timeframe of up to 30 business days.
  

  Our review confirms that both claims were handled appropriately and in accordance with the terms of the Service Agreement, which clearly defines coverage inclusions and exclusions.
  We remain committed to delivering exceptional service and fostering trust with our customers. Should you have further questions or need additional assistance, please do not hesitate to contact us at **************.
  
  

  
  

  Customer Answer

  Date: 12/06/2024

  
  Complaint: 22614385
  
  I am rejecting this response because: when purchasing this agreement I was told if something could not be fixed it would be replaced not that we would be paid an average of the cost of the part. As far as the air conditioner I went over with the salesman about my systems. I was told the whole system would be covered which meant the baffles too.
  
  
  
  Regards,
  
  ******** ****

  Business Response

  Date: 12/19/2024

  Complaint ID: ********
  We have thoroughly addressed this complaint and provided the relevant sections of the policy that support the denial of coverage. It is important to note that all home service contracts include both coverage provisions and specific exclusions.
  The service agreement is always accessible on our website, ******************************, under the "Resources" section, allowing potential customers to review it prior to purchase. Additionally, customers have 30 days after purchase to review the agreement. If they are not satisfied, they may cancel for a full refund within that period.
  Regarding the stove claim, a check was mailed on 12/4/2024.Our system confirms that the check was cashed on 12/10/2024, which verifies its receipt.
  We sincerely regret the consumer's negative experience. We kindly request that this complaint be closed as answered.
  Should the consumer require any further assistance, we encourage them to contact us at **************.

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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 a 3 yr home warranty plan and appliance coverage. My water heater failed and they denied any coverage. My refrigerator began to fail. They assessed the appliance over the phone and said the part needed was no longer made but they would mail me $300. I had to go and buy a new refrigerator for $1800 and I have yet to get the $300. I have called 3 times and no luck, they just say it is will accounting. I am beyond frustrated with their unethical practices and run around.

  Business Response

  Date: 11/27/2024

  Complaint ***********
  Thank you for contacting us regarding the above-referenced complaint. At ServicePlus Home Warranty, we value every opportunity to receive feedback and use it to improve the services we provide to our valued customers. We understand there are two sides to every situation and strive to achieve a fair resolution for all parties involved.
  Water Heater Claim (Claim Date: 01/24/2024)
  The consumer placed a claim for a leaking water heater on January 24, 2024, specifically citing a leak in the pan beneath the tank. Upon review, the failure was determined to be a non-covered condition, as outlined in the policy:
  Section G. Water Heater
  Covered:
  All components and parts for gas and/or electric hot water heaters, including circulating pumps.
  Not Covered:
  Auxiliary and secondary holding/storage tanks; main, holding, or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure-reducing valves; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures resulting from the holding tank failure; racks; straps; timers; energy management systems; commercial-grade equipment and units exceeding 75 gallons.
  As per the contract, our liability is limited to $500 per contract term for access, diagnosis, repair, and/or replacement of water heaters.
  Refrigerator Claim (Claim Date: 08/14/2024)
  The consumer filed a claim on August 14, 2024, reporting that their refrigerator was constantly running. Our participating vendor inspected the unit and found that both the condenser and the fan motor assembly had failed. Given the unit's age and the potential for further issues, we offered the consumer a cash settlement in accordance with the policy:
  Section V: Cash **************** reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which may at times be less than retail, to repair or replace any covered system, component, or appliance. If a system or appliance is deemed irreparable or it is not cost-effective to repair, we may replace it with one of like capacity, with the replacement price not exceeding the depreciated value of the original system or appliance.
  Additionally, we want to clarify that installation is not covered by SPHW under cash settlements.
  Check Processing Delay
  Under normal circumstances, checks are processed and mailed within 30 business days. Unfortunately, due to a compromise in our financial account, we had to freeze and close the account for security reasons, which caused an unavoidable delay.
  In an effort to resolve this issue, we have expedited the check processing and it will be mailed within 7-10 business days.
  Commitment to Service
  All claims have been processed in compliance with the terms of the Service Agreement, which includes both covered and non-covered conditions. We remain committed to providing a positive customer experience and to upholding the integrity of our services for all our customers, contractors, and employees.
  We sincerely apologize for any inconvenience and appreciate the consumer's patience and understanding during this process. If there are any further questions or concerns, please feel free to contact us directly at **************.
  
  

• Initial Complaint

  Date:11/15/2024

  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.

  Filed my first claim with the company on 11/11 Claim number ******. First the company that they said would send out a tech does not exist and any attempt at calling them goes straight to a mobile Voicemail that out of the 6 calls I made to them they never returned one of them. On calling back to Service plus they said event they could not reach the company. after multiple attempts to get them to correct the situation they have refused and told me to go ahead and get my own contractor they would reimburse 200 dollars. When I asked for my money back that they weren't following through with what they were supposed to do as a company they sent me back into a queue. When I called back they said the refunds department was closed.

  Business Response

  Date: 11/25/2024

  COMPLAINT ID:  ********
  Thank you for contacting us regarding the above-referenced complaint. We treat every complaint with the utmost respect and use this valuable feedback to enhance the service we provide to our valued customers. We understand there are two sides to every story and always strive for a fair resolution for all parties involved.
  The consumer placed a heating system claim on 11/11/2024,reporting that the unit was not functioning and had last worked on 11/9/2024. A participating vendor was assigned to the claim on 11/12/2024. On 11/14/2024,the consumer informed us of difficulties scheduling an appointment with the vendor. On 11/15/2024, the consumer contacted us again, frustrated by their inability to reach the vendor. To avoid delaying service, we offered the consumer the option of reimbursement. This process allows the consumer to contact a local vendor for diagnosis, requiring the vendor to report the failure, parts, and pricing to us for approval before repairs. Once the repair is completed and we receive a copy of the paid receipt, a reimbursement check is issued to the consumer.
  All claims have been handled in accordance with the terms outlined in the Service Agreement. On 11/22/2024, the consumer requested to cancel their policy, which was processed per the Terms & Conditions.
  We are committed to delivering a positive customer experience and upholding our values of fairness and integrity. Our dedication to providing industry-leading home warranty products and exceptional service to the customers we are privileged to serve remains unwavering.
  If you have any further questions, please do not hesitate to contact us at **************.