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

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 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:11/21/2022

  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.

  We bought appliance insurance **verage on 8-20-21 from Serviceplus. On February 12, 2022 our heating system went out. We are in ********* and the outside temp was -20 degrees. I called the ins ** and asked if they **uld get us a repairman and they said they **uld not promise when he would **me. I asked if I **uld call a local one that **uld fix it immediately and they approved it. The **st was over $1000 and was sent in. ************************* approved the bill but said we would only get reimbursed for $500 since their service people are paid less. We asked when we would get paid and she said that we needed to pay and send the invoice to her. She approved it. We have not gotten paid as of 11-20-22. Every time I call they have a different excuse. It was because of **vid, then they had a backlog, then the person that answered blamed their billing ***** Today they told me they paid in the order received and they **uld do nothing about it to accelerate the process. I have documented each phone call and I have the name of the person I spoke to and the date. I hadn't started documenting immediately, but after ****, I have documented nine calls. Are they hoping that I will give up and forget the repayment? I have tried to send the invoice that shows I have paid and I can't seem to send it. I **uld email it if given your email address. The *** is $1075 paid on March 8th of 2022 by **** credit card.

  Business Response

  Date: 12/01/2022

  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. The consumers check was mailed 11/28/2022.  
  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:11/19/2022

  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 file claim regarding my dripping pipe under my sink and AC heater won't work. and also many other claim. and surprise enough none of it gets fix. first they close out my claim for no reason and second the tech came out here to do diagnoise and after sending info back to them. they simply denied all the repair job. I just need my refund back to my account so I can find a different company!

  Business Response

  Date: 11/29/2022

  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 heating claim on 11/14/2022 stating there was inadequate heating. The participating vendor reported there was a cracked heat exchanger. As per the policy this is a non-covered condition. 
  B. Heating System Note: Coverage available on units up to a 5-ton capacity, and for residential use only. 
  COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property. 
  NOT COVERED: Chimneys, flues, and liners; cleaning and relighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; short to ground components; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components.
  The consumer placed a claim for a plumbing system on 11/17/2022 stating the pipe underneath the faucet is dripping. The participating vendor reported that the upstairs bath sink is dripping due to the pop-up assembly. As per the policy this is a non-covered condition.
  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.
  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:11/16/2022

  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 pay 38 dollars a month for a home warranty and a garage motor was approved and I was only approved for 350 of the ************************************************************* my warranty. This was on 8/19/22 and yesterday I asked about my 350 refund, and they say it will be coming to you soon, well that's what they said in Oct as well and I waited the 30 business days and I wanted to cancel at the end of Aug but have been waiting for my refund, but I am charged every month, so I called yesterday 11/15/22 and asked to cancel but they said no. Even though I am month to month and have not signed a term contract of a year they stated I had to finish the term which ends in March 2023. They are a shady business.

  Business Response

  Date: 11/25/2022

  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. 
  At the consumers request, the monthly policy has been cancelled as of 11/25/2022.
  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:11/15/2022

  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.

  On November 15, 2022 they sent a technician to my home to repair my ac unit. The technician stated that they denied the claim to add refrigerant. They said that the valve was open and caused the refrigerant to escape. I called ServicePlus and they stated that it was due to a leak in my system therefore the charge was not covered. The policy doesn't state they would not pay for refrigerant due to a leak it states leak detections are not covered. To me that means they wont pay to find and or fix a leak not that they wont pay to add refrigerant. I was charged $160 to have refrigerant added to my unit and would like that to be refunded back to me.

  Business Response

  Date: 11/25/2022

  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 an air conditioner on 11/13/2022 stating the unit was not turning on. The participating vendor reported the thermostat was not working properly. The participating vendor also reported the unit had no freon in the system due to a failed service valve. As per the policy we authorized the replacement of the thermostat but the failure to the valve was a non-covered condition as per the policy. 
  V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.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: 12/01/2022

  
  Complaint: 18407618
  
  I am rejecting this response because: The contract states that it doesn't cover leak detection, it does not state it will not pay for refrigerant due to leaks.
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-25-2022 I had a home warranty for 812 and **************************************************** that started in June 2022.I signed up for the 3 year plan in which you pay more per month so that I would not have to pay the monthly fee for 3 years. I had a problem with my heating system and reported it to Service Plus. They told me that they did not repair gas valves. I then called Service Plus to cancel these 2 policies and a gentleman named ********** continued to offer me $400.00 towards the replacement of the gas valve. I told him at least 6 times that I did not want the $400.00. I never used the service before and decided that this is going to be problem. I told him to just calculate the payments that I had made and deduct the monthly payments from the payments that I had made and send me a check for the balance due me. PLEASE CONTACT ME ON ************. *******************************

  Business Response

  Date: 11/25/2022

  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 the heating system on 10/5/2022 stating the unit was not turning on. The participating vendor reported the gas valve failed. As per the policy covers normal wear & tear mechanical failures, this was determined to be a non-covered condition. 
  B. Heating System Note: Coverage available on units up to a 5-ton capacity, and for residential use only. COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property. 
  NOT COVERED: Chimneys, flues, and liners; cleaning and relighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  In an effort to assist the consumer we offered $400.00 goodwill to be paid to the vendor for this non-covered condition and the consumer would pay the balance. The consumer rejected this offer. 
  The consumer purchased a 3 year + 6 free month policy for the promotional rate of $1,080.00 on 6/20/2022 with a payment of $270.00 for 4 consecutive months. With having 4 payments of $270.00 received as of 9/20/2022, we received a chargeback on 10/28/2022 of $270.00, which was accepted, and the consumer was refunded that amount. That leaves a balance in house of $810.00. With 4 months of service at the standard contract rate of $52.00 a month totals $208.00 and $50.00 administration fee per term at 3 terms totals $150.00, totals $358.00 for a total refund of $452.00.
  The consumer purchased a 2nd policy for 1 year at the promotional rate of $572.00 on 6/20/2022. With 4 months of service at the standard contract rate of $52.00 totals $208.00 and a 1 year administrative fee of $50.00 at 1 term, totals $258.00 for a total refund of $314.00.
  Both of the policies have been cancelled as of 11/25/2022. Applicable refunds are processed within ***** business days.
  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 have requested that both refunds be processed back to the card of file within the next ***** business days. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/25/2022

  [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,
  
  *******************************

  I accept this action taken. 

  Thank you,

  *******************************

• Initial Complaint

  Date:11/15/2022

  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 the beginning of the summer I submitted a claim on my air conditioner, they couldnt get anyone to pick up my ticket. They told me to contact a repairman and they would pay the claim. They did not reimburse me when I called and complained they gave me 5 months free, that did not put the money back into my account. 2 months ago all heck broke loose, my wash machine, on the second story, leaked all over and the water ruined my ceiling on the first floor, Second the garbage disposal just stopped working then my hot water tank broke. While all of this is happening a truck was hit and it knocked on top of my car. And I was unable to deal with this. On 11/11/22 I submitted the 3 claims. My ticket was picked up on Sunday by ******************* . He showed up Monday, did the diagnostic and we waited. I called 5 times to see what they were going to do. Every time was a different answer. On the 5th call the man said Im sorry that department closed at 4;30 you have to wait until tomorrow. The repair man sat for 2 hours for nothing. This morning I was told they dont cover calcium build up. When I purchased this plan I was told by the sales man that all appliances were covered, if it breaks we fix it. I believe they do this all of the time. I would like my hot water heater replaced. They havent covered the claims I have submitted I did as you ask and asked for mediation and waiting on a response To sum it up I should have been told certain things were not covered when the salesman called me

  Business Response

  Date: 11/25/2022

  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 an air conditioner on 6/12/2022 stating the unit was not turning on. Due to the limited availability of a participating vendor and to not delay service, we offered the consumer to go through 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 consumer contacted us on 6/22/2022 stating they paid $280.00 for repairs, with no diagnosis, repairs were done without authorization, which is a non-covered condition as per the policy 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  In an effort to assist the consumer we offered to waive 4 months of service fees and add a free service charge fee to the account to be used on a future claim.
  The consumer placed a claim for a garbage disposal on 11/11/2022 stating the unit was not turning on. A participating vendor was assigned to the claim on 11/13/2022. All participating vendors have a pre-set authorization amount they are able to use without having to contact us for authorization to do repairs as long as it is under that pre-set amount. We have not heard back from the consumer or the vendor regarding this claim. 
  The consumer placed a claim for a clothes washer on 11/11/2022 stating the unit was not draining water. A virtual diagnosis was performed on 11/11/2022 who advised the unit was leaking a considerable amount of water which would indicate the inlet valve or drain pump failed. At this point we assigned a participating vendor to the claim.  A diagnosis has not been submitted for this claim. We are currently reaching out to the participating vendor to get the diagnosis. 
  The consumer placed a claim for a water heater on 11/11/2022 stating there was no hot water. The participating vendor reported there was calcium build up around the element area. As per the policy this is a non-covered condition
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  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 valve; 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 on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  The policy covers normal wear & tear mechanical failures. A copy of the policy is available on our site at all times, which any consumer may review prior to purchase. A copy of the policy is emailed for the consumer to review for the first 30 days upon purchase.
  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 questions, please contact us at **************.
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  11/14/2022. Amount paid was ******* dollars. I would like a full refund. I tried to get some air conditioning work done and the company couldn't find me a technical to do the work so I was told to get one and I would be refunded of my money paid alli needed to do was to present a paid invoice. I presented the invoice a number of times and now I still haven't been refunded and money. I spoke with a resolution Manger name ***** and on November 14 2022 I spoke with ******** who also is a resolution manager. He stated that he can only refund me 200 dollars so I told him that was not sufficient since I paid 560 dollars for the work to get done and been pushed to the side a number of times until I said I will be contacting the better business bureau. So now I'm seeking my full refund of **** dollars. Thanks for all your help.

  Business Response

  Date: 11/25/2022

  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 an air conditioner on 8/26/2022 stating the coil was frozen. 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 receipt. The consumers vendor reported the filter dryer was clogged. As per the policy failures with a filter dryer are a non-covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  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 $200.00 goodwill towards this non-covered condition which was neither accepted or rejected.
  In an effort to resolve this complaint, the offer of $200.00 goodwill is still available. Upon acceptance and resolution of this complaint we will expedite a 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 the consumer would like to cancel the policy as per the Terms & Conditions, please contact us at **************.
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  After speaking to ******* department resolutions, claims to be a manager, will not refund our amount of $1500.00 that we paid to replace our hot water heater. Our hot water heater went out and on 11/10 the plumber, Crown Plumbing, came to our house and he spoke to someone in the technicians department and it was on speaker phone. The plumber told him what was going on with the hot water heater and we were approved over the phone, to the plumber, to do the job and the plumber told him that it would cost a little over $1500. The technician from your company said that $1500. was what would be covered and to go ahead and do the job and we would receive a phone call later on and an email with a form to fill out and return to get our money back. So we paid him and he did the job. At approx. 7:52pm, that same night, well after the job had been completed, we received an email stating that the job would not be covered! My wife called the next day, while I called the plumber. He was nice enough to come over, while my wife was on the phone with a different service plus technician, and the plumber spoke to the technician. The plumber explained the the welds went out for the o-let thing or something at the heating unit and your technician was telling him to "stop playing word games" and "you know what I want to hear" and just being rude as the union plumber was explaining to him what was wrong. The man was even telling him that "you are the professional, so tell me what is wrong" and "you are a professional, right?" The plumber told him that he is not playing games with him and explained to him that he has been a plumber for over 20 years and has never had issues with any home warranty and told him that he took the time to come over for free, on a holiday, and help us again and didn't appreciate the rudeness of your employee. The employee was accusing him of playing with words and not explaining to him why the welds of the thread o-let went out. I want the $1500.00!

  Business Response

  Date: 11/28/2022

  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 water heater on 11/9/2022 stating the unit was leaking water. The consumer advised us that they had their own vendor at the home who reported the unit was leaking around the welds from the tank itself. As the policy covers normal wear & tear mechanical failures, this was determined to be a non-covered failure
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  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 valve; 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 on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  The vendor also reported that the unit had already been replaced. As per the policy, work performed without prior approval is a non-covered condition. 
  III. REQUESTING SERVICE CALL **************  OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  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: 11/28/2022

  
  Complaint: 18403049
  
  I am rejecting this response because: Our hot water heater went out and on 11/10 the plumber, Crown Plumbing, came to our house and he spoke to someone in the technicians department and it was on speaker phone.  The plumber told him what was going on with the hot water heater and we were approved over the phone, to the plumber, to do the job and the plumber told him that it would cost a little over $1500.  The technician from your company said that $1500. was what would be covered and to go ahead and do the job and we would receive a phone call later on and an email with a form to fill out and return to get our money back.  So we paid him and he did the job.  At approx. 7:52pm, that same night, well after the job had been completed, we received an email stating that the job would not be covered!  My wife called the next day, while I called the plumber.  He was nice enough to come over, while my wife was on the phone with a different service plus technician, and the plumber spoke to the technician.  The plumber explained the the welds went out for the o-let thing or something at the heating unit and your technician was telling him to "stop playing word games" and "you know what I want to hear" and just being rude as the union plumber was explaining to him what was wrong.  Your man was even telling him that "you are the professional, so tell me what is wrong" and "you are a professional, right?"  The plumber told him that he is not playing games with him and explained to him that he has been a plumber for over 20 years and has never had issues with any home warranty and told him that he took the time to come over for free, on a holiday, and help us again and didn't appreciate the rudeness of your employee.  Your employee was accusing him of playing with words and not explaining to him why the welds of the thread o-let went out,  The plumber told him that it happens and that he is not the manufacturer and just a plumber.  The rudeness of your employee to the plumber and my wife is unacceptable.  

  Then- we were authorized, not once but twice!  the first one was by an employee named Edger extension 736, on Wednesday.  We know the extension is phony and a lie  because there is no way to enter the extension and a different employee who authorized us the second time, while talking to the plumber, told us that there are no extensions.  When we call, we hear a message saying that all calls are recorded, so you need to find all of the recordings from Nov. 9 through today, 11/14.  You will hear how your employees told us that we are approved, once for $1300, then again for $1500.  If you actually record your calls, listen to them!  you will hear your employee speaking to the plumber, being completely lost when he was being told what the problem was, you will hear the second time one of your employees spoke to the SAME plumber, who took the time to come to our house, on a holiday, and speak to your people, again, be SUPER rude to him and accuse him of playing word games and not being a professional.  We just want our money, we will take the $500 and be done.  Your company is a total scam and every claim that we have made, we have to fight you guys tooth and nail to get anything done.  Had you listened to the phone call, you would hear Edger approving us and speaking to the plumber saying to go ahead and do the job.  I will take the $500 payout then for the water heater.  The plumber looked at the policy, prior to the second time he spoke to you  guys, on 11/11, and knows that the issue that was wrong with our water heater is covered under your policy and explained that to the guy....LISTEN TO THE RECORDING ON 11/11.  That man was  total jerk to the plumber!  You have lied to us and your company has lied to us.  Your technician didn't even know what the heck the plumber was even talking about.  The plumber here now knows that your company is a scam and has informed his practice to never do business with your company.  We saw on the BBB site that your company lost a lawsuit for false advertisement and is ordered to pay $4000,000. to its customer, I wish I had known about that!  Thanks to your company, I do not trust many companies and use the BBB for just about every place that I do not frequent, thanks for putting doubt in my head.  I know that not all companies are scammers like yours, but I need to do my do diligence now, thanks! Your company has lied to us many times.  Just do the right thing and honor the $500, at least, that is the right thing to do.  The plumber said that what he told your employee was 100% covered by your warranty.  This is not our fault that your staff is inadequately trained, they were in no means a professional technician.  *********** said that you guys were lost when he was explaining to them what was wrong with the hot water heater.  And besides, what am I to do, not have a working hot water heater for a few days while you decide to find some way to SCAM your customers who paid their hard earned money?  Just do the right thing and buy us our for $500 and I will be satisfied, as mush as I can, with your company.  I will then removed the BBB complaint.
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/09/2022

  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 July my refrigerator went out we file a claim with ***************** warranty. They sent out a technician and they were unable to repair the issue. Service plus offered payment in lui of in the amount of $300.00 I was given the time line of 8 weeks for the payment to be received. It os no November and still no payment has been received. When I call them they keep saying there was an issue with their system and I should receive payment in a few weeks. At this point I just want my payment.

  Business Response

  Date: 11/22/2022

  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 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:11/09/2022

  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 purchased a platinum home warranty plan on or around September 15th of this year for multiple years and payed a good portion of it upfront, $630 to be exact. My plan did not mature for use until October 15th and would run to April 15th of ****. I have since lost my job and we are in default with our mortgage company and it looks like we will lose our home. I made initial contact with ServicePlus on October 25th asking for my policy to be cancelled. I was told initially that I could not email my cancellation request that I needed to call in. I called in and have spoken with 4 different people in 3 different departments being customer service, mediations, and cancellation-resolutions each time requesting a cancellation, letting them know the issue, as well as numerous follow up emails with the initial sales person that sent me to the cancellation/resolution team to begin with that told me to reach out to the cancellations department as that is where cancellations are handled. I have been told by everyone I have spoken with over the phone that i cannot cancel my policy, one gentleman even got pretty nasty with me. Others would put me on hold giving me the feeling they were working on my request after having answered their relative questions, but then come back after a short while to tell me my policy could not be cancelled, and today the Lady stated that I still owed them money on the policy that has been in effect for close to 3 months. Factually its been less than 2 months since I purchased the policy, only 24 days that I could even use it, which we have not, and 14 days since we originally requested our policy be cancelled and refunded. Nowhere does it state or did it state that my policy could not be cancelled. Please help me. I have a copy of all email correspondence and have bank receipts upon request

  Business Response

  Date: 11/29/2022

  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 purchased a 3 year + 6 free months policy on 9/15/2022 for the promotional rate of $1,260.00. The payments were broken down to $315.00 for 4 consecutive months. There were 3 payments in house of $315.00 each, which we received 2 chargebacks, leaving $315.00 in house. 
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
  We have cancelled the policy and in an effort to resolve this complaint, we waived the $50.00 administrative fee for each unused term of $150.00. We will issue the remaining $315.00 within **** business days of this response.  If you have any further questions, please contact us at **************.