Complaints

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

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2022

  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.

  The company would not cancel my account after I agreed to try them out for 2 months. They to me that I was in a mutual contract when the lady I spoke to sent me an email saying I could try it out then cancel .

  Business Response

  Date: 11/21/2022

  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 contacted us on 8/22/2022 requesting to cancel the policy. In an effort to retain the consumer we offered two months free monthly fees and a free service charge fee to try our service. The consumer accepted this offer. The consumer contacted us back on 11/9/2022 stating they did not want the policy and to cancel the policy. Our system shows the account was cancelled as per the Terms & Conditions on 11/10/2022.
  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 assist the consumer we waived the $50.00 administrative fee. We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  We have been without oven/stove since Sept 2022 due to a thermostat. Service Plus took month to find company to do repair they came out diagnosed the problem as bad thermostat now they will not pay the company to do repair i have been in contact with company at least 6 times trying to resolve issue and they just keep blowing me off with we will have someone contact you in 24 to 48 hours ands we never get contacted

  Business Response

  Date: 11/21/2022

  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 oven on 9/26/2022 stating there was an error code and the unit was not heating. 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 rejected this offer. A participating vendor was assigned to the claim on 9/30/2022. We were advised the vendor had gone out to the home and we made multiple attempts to get a diagnosis, parts & pricing. We offered the consumer to go through reimbursement again, which was rejected. A new participating vendor was assigned on 11/10/2022. Unfortunately, on 11/11/2022 the vendor emailed to advise they do not work on this appliance. The consumer was advised of reimbursement again which was rejected. We are currently in the process of securing a participating vendor to the claim. 
  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. 
  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 **************.
  
  

  Customer Answer

  Date: 11/30/2022

  
  Complaint: 18377154
  
  I am rejecting this response because:
  We still have not had our thermostat fixed. We cannot afford to cover the cost up front? We were sent the phone number of an air conditioning and furnace shop to call to fix our oven. They of course dont know how to fix our oven. Our warranty company has the diagnosis. The oven needs a new thermostat. They said that the company they sent out to diagnose the issue wanted to much money to fix it and that we needed to start over they wanted us to find a cheaper provider, pay for the diagnosis and repair, submit the paid invoice and then they would review the invoice to see if they would pay it.. I cannot take that chance. My husband is ill and on disability, I work full time and lots of overtime just trying to survive and pay all the bills.

  I received the name of another company from the warranty to call  and have left them a message to call me. No response yet. I have now tried to get my oven working for 2 months. Holidays are here, thanksgiving has passed, I really need them to help me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/07/2022

  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 put in a claim last May to this company and they approved the work and I was supposed to receive a $75 reimbursement check. I have never received it and I have called numerous times and sent e-mails with no results. Also after the claim they changed my monthly premium from $31 to $37. So they are getting more money from me, which would be ok if I had received the $75. Most insurance companies do that anyway. But they raised my payment without sending my check. They also raised my service call $60 to $75. Again, pretty normal if I had received my check. I am going to quit this company but I would like to get my $75.

  Business Response

  Date: 11/17/2022

  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. 
  In an effort to resolve this complaint we will expedite and mail the check within 5-7 business days. We apologize for any inconvenience this may have caused.  
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  Date of transaction: 10/20/2022.The business denied me of many fixes that were promised during the originial agreement. I've decided to cancel their service but they are denying me that request. I never signed any contract where I am not allowed cancellation and was told at the time of purchase that there wouldn't be any issue cancelling at anytime. They are threatening me with sending my info to collections if I don't decide to use their service anymore. I have no unpaid balances. This is the worst experience I've had with any company. I need to have this cancelled ASAP because I've paid on time for their service but they deny me of repairs and continues to threathen me. I would not be comfortable with keeping this company any further. Please help me to cancel this policy completely . Thank you

  Business Response

  Date: 11/17/2022

  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 an air conditioner claim on 9/6/2022 stating there was inadequate cooling. Due to limited availability of participating vendors and to not delay service, the consumer was advised of reimbursement. Reimbursement is where the consumer would contact a local vendor to diagnose the failure. The consumers vendor would need to contact us prior to repairs to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. A participating vendor was assigned on 9/7/2022. On 10/20/2022 the consumer contacted us to advise us that the air conditioner was repaired but the heating system was now not working.
  A claim was opened for the heating system on 10/20/2022 stating there was inadequate heating. The claim was assigned to the same participating vendor as for the air conditioner as per the consumers request. The participating vendor reported the reversing valve failed and the unit needed 11 lbs of freon. As per the policy this is a non-covered failure.
  V. COVERAGE
  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 re-lighting 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.
  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.
  The consumer requested to cancel the policy on 11/7/2022 due to the heating system not being covered for that particular failure. In an effort to assist the consumer we offered 2 free months and 1 free service charge fee, which the consumer rejected. The consumers monthly policy was cancelled 11/8/2022 as per the Terms & Conditions of the policy.
  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 of the paid contract fee for the unexpired term, less a 10% administrative fee 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 assist the consumer we waived the 10% administrative fee. We request this complaint be closed as answered.
  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: 11/17/2022

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

• Initial Complaint

  Date:11/07/2022

  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 am a property manager helped a rental property to get a home warranty provided by ServicePlus Home Warranty on 9/21/2021. It was starting with $45/ monthly. However it got automatically renewal on 10/22/2022 for $51. The owner just notified me that she wanted to cancel it because not useful. However, I contacted this company and they transfered me to the ************************ The lady name is ***** who told me the policy cannot be cancelled until Octobor 2023.

  Business Response

  Date: 11/08/2022

  Complaint ***********
  Thank you 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.
   Please be advised that without the policy number or the consumers name and address we are unable to locate this consumer in our system in order to respond accordingly to this complaint. The name, address and email on this complaint is unable to be located within our system. Please provide the policy number or consumers name and address so we can proceed forward with an appropriate response. 
  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:11/05/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service plus promises a technician Will come but they do not arrive. They claim to pay for covered items but find reasons to deny claim. Reasons are false. Sales and claims department are fraudulent. No manager available to assist. They stated they had pictures of my damaged items and no one sent pictures. Fraudulent company. Fraudulent practices. **** claims Refuse cancellation request State to get your own technician and pay upfront but the. Deny coverage items Contractors are not readily available as promised

  Business Response

  Date: 11/17/2022

  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 plumbing system claim on 10/19/2022 stating the sump pump was not pumping. 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 rejected this offer. A participating vendor was assigned to the claim on 10/31/2022 who reported the pump failed due to a crack in the casing from corrosion. As per the policy this is a non-covered condition. 
  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.
  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. 
  In an effort to assist the consumer we offered $322.00 goodwill towards this non-covered failure which the consumer accepted on 11/8/2022. Checks are processed within ***** business days. 
  In an effort to resolve this complaint we have requested the check be processed and mailed within **** business days of this response. We request this complaint be closed as answered.
  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:11/01/2022

  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.

  01-08-22. Paid $1250.00. They promised to send out a teck (never did) they promised to repair/replace unit or pay a specified amount of money for unit (never did)They also told me they would send me a contract within 10 days. After not receiving this contract within two months, I called and asked for it. I was told bu ****. Service that they did not send out contracts. After several calls and demanding my money back and cancel this contract they said they would send me a copy. I received this contract on 4-25-22. (this was to late to get my money back because I only had 30 days to review this policy. This policy was not like the Salesperson told me I was buying. He told me nothing but lies.

  Business Response

  Date: 11/15/2022

  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 11/14/2022. We apologize for any inconvenience this may have caused.  
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/15/2022

  [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.

  However it remains to be seen if they did indeed mail the check on 11/14/22.  They have told me several times that the check would be mailed within two weeks at the lastest, but the check was never mailed. I would get the same story every time I called them.

  I do not believe they are a honest company and they certainly are not customer oriented. They are a ********************** of one thousand excuses. They will not answer emails and they won't let you talk to any corporate people. I really think they are a bad company.

  I want to thank BBB for their help.

   
  Regards,
  
  *****************

• Initial Complaint

  Date:11/01/2022

  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 the 3 year home warranty on November 23, 2021 for $1350. I was told that I could cancel at any time for a prorated amount. My first claim was made in January 2022 regarding an above the range microwave. I first received a letter denying my claim but the letter was addressed to some other person. I called and they apologized for the mistake but then they sent me the same letter with my name on it saying that the claim was denied because my microwave was a countertop microwave which it clearly was not because the tech even posted pictures to my claim. I called to cancel my service because I was unhappy and after an hour conversation the manager said they would send me a $250 courtesy check to fix the microwave. I never saw this courtesy check despite calling three more times. In May I made another claim for my water heater and service plus contacted me to tell me that they did not have any service techs that could come out to take a look and I would have to get my own service tech and I would also need a pre-authorization before any service was done. I wasnt able to find a service tech until October. My service tech came out and we called for a pre-authorization and was told they would call me. They did not call me, they only emailed me to deny the claim. Despite ServicePlus having my water heater model and serial number and knowing it was a tankless water heater from back in May, they denied my claim stating that tankless water heaters were not covered in my service contract. I remember specifically reading that tankless water heaters were covered in my service contract when I signed it in November and I never wouldve signed a contract that didnt have that covered. Unfortunately I do not have proof, but I am sure they altered my contract after signing. I called again to cancel my service contract and after being on the phone for 45 minutes I was told that service plus would not cancel my agreement because it was not MUTUAL. What is not mutual?!?

  Business Response

  Date: 11/15/2022

  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 water heater claim on 5/5/2022 stating there was inadequate hot water. Due to limited availability of participating vendors and to not delay 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 unit is a tankless water heater which has no service valves. The consumers vendor also reported the unit had been improperly installed causing damage to the flame rods. 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.
  ONThe consumer placed a microwave claim on 1/2/2022 stating the unit was not heating. The participating vendor reported the magnetron and halogen bulbs failed. It was determined by the make/model/serial number that this unit was a countertop unit that had been built into the cabinet. As per the policy this is a non covered condition. 
  K. Built-In Microwave
  COVERED: All mechanical components and parts, except:
  NOT COVERED: Doors; ***************; glass; knobs; lights; clocks (unless they affect the cooking function of the unit); meat probe assemblies, rotisseries; racks and trays; interior linings; arcing; portable or counter top units.
  In an effort to assist the consumer we offered funds towards this non covered condition, which was accepted. 
  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 consumer requested to cancel the policy ON 11/8/2022. When a policy is cancelled, any pending checks are revoked as costs incurred and those funds are then incorporated into the refund amount. Applicable refunds are processed 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:10/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a home warranty for my brand new house and i'm not getting any help. i paid for the highest option yet i had to pay out of pocket for my dishwasher, washing machine, didnt cover my gas leak from my water heater, and now not covering my ice maker on my SECOND refrigerator. there was a $300 check that was send months after paying out of pocket for my dishwasher. *** reached out to managers and not getting anywhere with my issues. i keep saying i want my money back because i paid for a warranty that doesnt cover antything. i feel like i was taken advantage of and everytime i call in i feel like im being bullied and not heard. i even had my boy friend call because the people i talked to made me feel belittled and dumb. i want out of this "contact" they keep bringing up because i paid over 4k upfront and literally get nowhere or anything covered. i've been asking for this for months but again, no one will help. i'm hiring an attorney at this point because i feel like i am being discriminated against and i feel taken advantage of.

  Business Response

  Date: 11/10/2022

  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 refrigerator on 10/7/2022 stating the icemaker stopped working and the refrigerator was freezing the food. The participating vendor reported the icemaker was not working and needed to be replaced.  As per the policy icemaker coverage is an optional coverage which the consumer did not purchase the optional coverage.
  V. COVERAGE
  C. Refrigerator
  Note: Refrigerator must be located in the kitchen.
  COVERED: All components and parts, including integral freezer unit, except:
  NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
  VI. OPTIONAL COVERAGE
  Optional Coverage requires additional payment per item, system, or appliance. You may purchase any Optional Coverage for up to 30 days after commencement of Coverage. However, Coverage shall not commence until receipt of payment by us and such Coverage shall expire upon expiration of Coverage period in section II.
  K. Refrigerator Ice Maker
  COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:
  NOT COVERED: Free standing ice makers; Freon; disposal and recapture of Freon; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 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:10/31/2022

  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 purchased 2 policies for my homes with Total Home Protection (***************** Warranty) , I paid $3,600 for 6 years, $1,800 for each property. I cancelled before year because of poor service. I cancelled July 14, 2022, I was told it would take 30 days from date of cancellation for me to *************. I have been calling every week since then and i have not received my money. I am told they will escalate to higher management but nothing happens. I have pleaded/begged for my money that i should have refunded by now, i keep getting run around. This is information for business: ***************** Warranty ************************************************************************** My policy# ********* & policy# *********

  Business Response

  Date: 11/10/2022

  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 consumers refund check for both policies was processed and mailed on 10/3/2022 through **** to the mailing address we have on file *************************************** 78355.
  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 **************.