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

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  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

  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:12/20/2022

  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 bought insurance for my house, thinking that any and all issues I would have they would help me with, as they said. They took a 5 year advance from me, however every single time I have reached out to get something fixed, they take an extended period of time to even come and check the problem, and then on top of that expect me to hire my own help and pay out of my pocket. For example, a recent issue, my heater downstairs was broken on November 30, and I issued a complaint on December 1. It is now December 20, and in the end I had to hire someone else to come fix it. Once I filed the complaint to them, they sent a technician on December 1, and he told me he would order the part needed however he got into an accident, so he said he wouldn't do it anymore. Then they sent a new technician on December 17, and they said they couldn't get approval for the part needed solely on the reason that it was the weekend. On Monday the technician reached out to the company to get approval for the part, which he said shouldn't be a big deal. But the company didn't give approval for the part necessary. When I first applied for this insurance, they promised me a lot of things, however when it comes down to actually getting my things fixed, they do not do what they promised me. Another example, in July my air conditioning system upstairs was broken, but they did not fix it, instead told me that they would reimbursement me, but didn't. They always have an excuse, even after the technician that I hired sent them everything that they need. They also recently told me for the heater, that I could bring in my own technician, and they pre approved me for $200 reimbursement, but based on the last time I denied it, because I know it would cost way more, and they still wouldn't reimburse me like last time. I am not the only client in this situation, I know more people that are in the same situation as me. Please I want this to be settled, I do not think that I got the service that I paid for, this is unfair.

  Business Response

  Date: 01/03/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a heating claim on 12/1/2022 stating there was inadequate heating. The participating vendor reported the inducer motor is not working as well as the capacitor due to melted wires as well as the control board. The participating vendor also reported the issue was caused by a power surge. As per the policy this is a non-covered condition. 
  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.
  The consumer was given pre-authorization of $200.00 prior to the participating vendor being assigned. The consumer was advised that the paid receipt needs to be received in order to process the funds, which we still have not received. The consumer may send a copy of the paid receipt to ************************************ in order for the funds to be processed. 
  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: 01/04/2023

  
  Complaint: 18618475
  
  I am rejecting this response because: 
  
  Every single time I have addressed a problem

  to them i get the same type of response. They got money from me for 5 years straight. When I told them

  I was going to complain they said I could go ahead and do whatever I want and that theyre not scared of anyone. I did my part by trying to talk to them and now bringing this issue to you, I at least deserve my money back.

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

• Initial Complaint

  Date:12/20/2022

  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 took out a home warranty with Service Plus on July 14th 2020. I signed up for 4 years and 1 year free. I was told at the time of signing up I would get my first service call free and if unhappy with the service I would be provided a refund. My house stopped cooling and I called for service on 12/7/22. I had to call consistently to get a technician to come out on 12/9/22 one came out and told me I needed a whole a/c unit inside and out. I have waited for Service Plus to get in touch with me about my claim. I talked to someone last week who said the claim was probably going to be denied but could not give me a reason why. I asked for a detailed e-mail. Still I have not received this e-mail. Called today and was told yes the claim was denied and asked again for the e-mail explaining why. Also told them that I was told the 1st service fee would be free and I was charge $45. I inquired about a refund and was told on a 5 year policy I have no money to be refunded. Policy is in effect until July ****.

  Business Response

  Date: 01/03/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 12/7/2022 stating the unit was not cooling. The participating vendor reported there was a restriction within the evaporator coil due the unit not having a filter dryer. As per the policy line restrictions are a non-covered condition. With the unit not having the filter dryer it was determined it was not normal wear and tear which caused secondary failures. 
  V. COVERAGE
  A. Air Conditioning System Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. SPHW-LA-071821.18 
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except: 
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  I. BASIS FOR COVERAGE
  A. Become inoperable due to normal wear and tear; and
  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. 
  In an effort to assist the consumer we offered 4 free service charge fees to be used on future claims, which the consumer rejected. 
  The consumer purchased a 5 year + 1 free year policy on 6/14/2020 for the promotional price of $1,628.00.  With 30 months of service at the standard contract rate of $52.00 a month totals $1,560.00, $100.00 total for each unused term, no refund is due. 
  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.
  The offer of 4 free service charge fees is still available, upon resolution of this complaint. 
  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:12/20/2022

  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 taken Serviceplus home warranty policy on 2021, I have raised claim on Oct 2021 for my dishwasher leakage, Technician from Service plus vendor came and suggested that this cannot repaired, you have to replace the dishwasher. Serviceplus agent approved $300 for replacing the unit and authorized check for $300 on Nov 5th 2022.initiate they told 6-8 weeks to dispatch the check. I have been following up for more than a year, still I didn't get the check. Every time when i call customer care they say the same reason that request is processing, once the check is written, we will let you know. I have asked the agent to cancel the policy, they said until the claim check is dispatched I cannot cancel the policy. I never experienced such a worst customer service. I don't know when I will receive the check. please cancel the policy and refund the amount.

  Business Response

  Date: 01/03/2023

  COMPLAINT ID:   ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  A 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 the consumer would like to cancel the policy, please contact us at **************.
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a five-year home warranty on October 6, 2020 for a home that was built in 2018. Because I paid 100% of the premium, $1,950.00, I received a sixth year complimentary. In 2022, I had three issues - (1) ****; (2) Plumbing system; and (3) Washer. I attempted to create a customer portal online to file online and could not. During my attempts to call, I was hung up on by their system several times. The plumber came and didn't touch anything. Didn't resolve the issue. The **** person came and said my issue was a dampener, the policy doesn't cover zone systems, and I would receive a call from the Home warranty company. The claim was closed in the system. I never received any communication from the company. When I called to inquire, I was told the policy doesn't cover that. I mentioned I bought this policy over the phone. The rep said "It was in the terms of the policy. That's why we give you 30 days to cancel." After several attempts to resolve, I stated I wanted to cancel my policy and asked for an email address to provide a written notice to cancel the policy. This was on December 2. Based on the language of the contract, I should receive a refund >$1,000. On Dec 18, I had not received any response so I emailed again asking for acknowledgement that of receipt. I received a phone number to call. Dec 19, I called to cancel the policy. I was told that I couldn't cancel the policy unless there was a mutual agreement. If the policy would be canceled, I would only receive a refund of $385.50. Often, the reps said "We aren't doing anything illegal here." They tried to bully me into staying. After pointing out the language of the contract, asking to speak to a superior, and threatening legal action, the rep said I would receive a refund of $1,055. ($1,950.00 / 5 years / 12 months = $32.50 per month) (34 months remain on the contract) $32.50 x 34 = $1,105.00 minus $50 service fee = $1,055. Unresolved issues. Horrible customer service.

  Business Response

  Date: 01/03/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer requested to cancel the 5 year + 1 free year policy on 12/19/2022 as per the Terms & Conditions of the policy. Applicable refunds are processed within ***** business days. 
  In an effort to resolve this complaint we have requested the refund be processed within the next 5-7 business days from the date of this response. 
   We request this complaint be closed as answered. If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:12/16/2022

  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 bought 2 home warranties totally **** dollars. They keep telling me they do not have any service technicians available in my area or tell me they are going to have someone contact me and they never follow through. They want me to take 100- and 200-dollar reimbursement. And in 6 months they have not even sent that. They have stolen from me, the do not hold up their end of the agreement, they refuse to let me out of the contracts, and the give me the run around when I have called, they do not return the calls, and they have berated me on the phone. The customer service manager ****** has berated me on the phone, has basically scolded me and talked in a threatening manner when I have demanded my money be returned to me. When I said I would get an attorney- he said "go ahead"

  Business Response

  Date: 01/03/2023

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

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a claim for my range/stovetop 8/3/22 which was a covered warranty item. The company dispatched a vendor who provided information to Service plus about the repairs needed. Service plus indicated that they would provide reimbursement in the amount of $200 due to the age of the stove and that usually takes 6 weeks for them to process. It is now December 15th and I have yet to receive my check for $200 this is the second claim I have had with them the first time it took 6 months to receive my reimbursement. You cannot speak to anyone in the finance/accounting department and they keep saying the are behind on sending checks. They try not to reimburse you and they lie about how long it takes to send the checks. It SHOULD NOT be that hard to cut a check even if you are using an outside vendor! I want resolution to this immediately!!!!!!

  Business Response

  Date: 12/27/2022

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks which we are aware of and working diligently to resolve. 
  We apologize for any inconvenience this may have caused.  In an effort to resolve this complaint we will expedite and mail the check within **** business days. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:12/16/2022

  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 GOT a 6 year extd home warrenty when we bought a house 12/21. Asked specifically for it to cover septic, hvac, plumbing, electric, & roof as part of the plan. When we had to make a claim because our bath sinks were collapsing in the ****************** in several outlets WASNT WORKING RIGHT IN 2/22. we put in a claim for a broken washing machine in march and in spring one for HVaC not cooling. Later one for the fridge AT THIS POINT, i couldnt get any of the assigned people to return calls from plumbing or electric claims. I called comp many times &they said norhing they can do. But offerred to let me find my own *********** would reimburse me 200 evaluation. I didnt have time or $$ to do. This is why we bought warrenty protection. As of today the first plbng &elect. claims not addressed. They have canceled them &rewriten new saying our fault for not getting tech. They assign techs who never call for appt & wont pick up call to them. They sent a tech out for ********* evaluated that the system was new just needed to have some changes made to the way to allow it to better cool. They called & told me the tech had reported it was full of rust from non ****************** would not be covering it. I had the tech on speed dial. He called them to correct it as they somehow got things mixed with another case. By July it is ************** was still fighting for them to pay. They refuse to fix anything cause they say it is installed wrong. Tech says it just needs some tweeks. Still no resolve. The have solved 2 other appliance claims with little issue. But HVaC. PLUMBING, & electrical are not. WE TRIED TO talk to a service manager& ask under the c to have the remaining balance of years returned so we could afford to fix issues ourselves. He was very rude & said that they would never return any money as the first claim activated the policy NOW WE FIND OUT THE THINGS WE ASKED FOR LIKE SEPTIC, FULL ELECTRIC, AND FULL HVAC NEVER IN POLICY.

  Business Response

  Date: 01/03/2023

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes washer on 2/16/2022 stating the unit was not advancing through the cycle. The participating vendor reported the user interface is not functioning and the face has been peeled up so it would need a new UI cover, the drain pump wasnt working well, the door boot is damaged with mold. Due to the age of the unit and potential additional failures we offered the consumer $400.00 as per the policy which was accepted on 2/18/2022. The check was mailed on 4/28/2022. The check was cashed 5/8/2022 which confirms receipt. 
  The consumer placed an electrical claim on 3/15/2022 stating inadequate size breakers had been installed. As per the policy this is a non-covered condition. 
  V. COVERAGE
  I. Electrical System
  COVERED: All components and parts, except:
  NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  The consumer placed a claim for a refrigerator on 4/21/2022 stating the unit was constantly running. The participating vendor found the condenser fan blade jammed, the support housing loose. The vendor was approved for the repairs. 
  The consumer placed a claim for an air conditioner on 5/4/2022 stating the unit comes out but was not blowing cold air. The vendor reported the unit was improperly installed saying whoever installed the unit hung it on the ceiling in the basement.  They ran the lines improperly causing the unit to freeze up. Additionally, the duct work was also improperly installed. As per the policy this is a non-covered condition. The unit was still under the manufacturers warranty and the consumer was advised to contact them. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  E. This Agreement shall not cover any item(s) if they are mismatched systems with components having incompatible capacity ratings; modified from the original manufacturer design or application; items determined to be defective by the Consumer ************************* or the manufacturer and for which either has issued, or issues, a warning or recall, or which is otherwise necessitated due to failure caused by the manufacturers improper design, use of improper materials and/or formulas, manufacturing process or any other manufacturing defect; improperly installed; or below the slab or basement floor of the home; or located outside the perimeter of the main foundation (i.e., outside the outer load bearing walls of the structure with the exception of central air conditioning unit, main electrical panel) or unless specifically covered with Optional Coverage purchased for items outside the main perimeter.
  R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized ************. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  The consumer placed a plumbing stoppage claim on 9/4/2022 stating the sink was not draining. Due to limited availability of participating vendors, 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 receipt. The consumer rejected this offer. A participating vendor was assigned 9/15/2022. Participating vendors have a pre-set authorization amount in which they are able to do repairs without having to contact us with the diagnosis. As no diagnosis was received and we did not hear back from the consumer the system closed the claim as resolved under the pre-authorized amount. If as the consumer states the sinks were collapsing in the wall, this is a non-covered condition as this is not normal wear & tear. 
  The consumer placed an electrical claim on 9/4/2022 stating light switches and outlets were not working. A participating vendor was assigned to the claim on 9/6/2022. The consumer contacted us on 9/12/2022 stating the vendor was unable to service so a new vendor was assigned to the claim the same day. Participating vendors have a pre-set authorization amount in which they are able to do repairs without having to contact us with the diagnosis. As no diagnosis was received and we did not hear back from the consumer the system closed the claim as resolved under the pre-authorized amount.
  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:12/14/2022

  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.

  Purchased a home warranty for my house and so did my mother. After about 3 months I went to cancel the policy which I had paid for in full. The manager began to be aggressive and would not let me cancel. I am just looking for a refund.

  Business Response

  Date: 12/27/2022

  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 dishwasher on 9/1/2022 stating the unit was not filling with water. During the call-in questionnaire the consumer was asked when the last time the unit was working properly and the consumer responded 8/31/2022. We assigned a participating virtual vendor who reported the wash motor was locked and the unit needed a new sump assembly. The consumers policy became effective on 8/2/2022. It was determined that the failure was a known or unknown pre-existing condition as the component takes time to fail and did not enter the policy in proper working order
  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 placed a claim for a dishwasher on 12/5/2022 stating the unit was not cleaning. Although the prior claim had been determined to be a non-covered condition, in an effort to assist the consumer we offered to send a vendor. We were advised on 12/14/2022 that the consumer cancelled the appointment with the vendor. The consumer requested to cancel the policy on 12/9/2022.
  The consumer purchased a 5 year + 1 free year policy on 7/3/2022 for the promotional rate of $1,800.00. With 4 months of coverage at the standard contract rate of $66.58 a month, totals $266.32, no costs incurred, $50.00 administrative fees for each unused term (5) which totals $250.00 for a total refund of $1,283.68.
  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.
  In an effort to resolve this complaint, we will waive $200.00 of the $250.00 administrative fees for a total refund of $1,483.68. Under normal circumstances, applicable refunds are processed within ***** business days. Upon acceptance and resolution of this complaint we will request the refund be processed within ***** business days. 
  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: 12/27/2022

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

  Customer Answer

  Date: 02/01/2023

  
  Complaint: 18551728
  
  I am rejecting this response because: The company has not refunded the money.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/12/2022

  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.

  In October 2021 I purchased a home warranty policy for $350 for one year of coverage. On or around January 17 2022 my over the range wall mounted microwave oven,which is covered under the policy, failed and no longer would heat. I contacted SPHW and was informed a technician would evaluate the issue via " virtual visit" and advise. I was charged $60 for a technician house visit (that never occured) other than a skype call. I was contacted and the virtual evaluation took place. I was contacted shortly thereafter and informed the microwave oven was not repairable and that I would be compensated $150 plus the $60 house visit fee for a total $210 reimbursement.The payment has not been received.I have called and spoke to people no less than 10 times this past year to try to resolve it. Every time I'm given the same runaround excuse by the person that my check is being withheld by their accounting department for some reason that they do not know why. Different people always give this same lame excuse which shows me this is a scam home warranty company.

  Business Response

  Date: 12/22/2022

  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 12/21/2022. 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 **************.
  
  

• Initial Complaint

  Date:12/10/2022

  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.

  In September 2021, service of my dishwasher was requested. Service Plus sent out three different technicians. It was determined by the company, the dish washer could not fixed, and I would receive funds to assist in the purchase of a new one. I have called this company at least six times, each time being told, their system shows it has been approved, but I have not received it. Its been well over a year. Any help you can give, will be very much appreciated.

  Business Response

  Date: 12/20/2022

  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 12/12/2022. We apologize for any inconvenience this may have caused. Our system shows the check was cashed on 12/16/2022 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. We request this complaint be closed as answered.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 12/20/2022

   [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.
  
  It should not have taken over a year to get this matter settled.

  This company is a scam, they take customers money, and are unable to provide the services they promise. No contractor wants to

  work with them, because according to two I have spoken with, they dont get paid. I had four claims, in two years, and there

  was never a time where there wasnt an issue with them. 
  
  Regards,
  
  *******************