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:10/26/2022

  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.

  My policy is supposed to cover roof leaks. But if they need to replace shingles, that is not covered. I have no idea why they say they cover roof leaks, but won't replace bad shingles...

  Business Response

  Date: 11/08/2022

  
  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 Limited Roof Leak on 10/17/2022 stating there were multiple leaks in the roof. The participating vendor reported the shingles were bad and the roof has multiple leaks and needs to be replaced. As per the policy this is a non-covered condition. 
  

  B. Limited Roof Leak
  

  Note: Coverage applies to single family homes only.
  

  COVERED: Repair of shake and composition roof leaks over the occupied living area.
  

  NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. 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:10/25/2022

  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 have 3 claims from Aug of 2021 to Jan of 2022 that are closed but we have not received the agreed upon payments. My wife ***** has been calling since April 19, 2022 to resolve this issue. The claims are:706944 on 8/27/2021 for air conditioning. You agreed to pay $390.715762 on 11/13/2021 refunding a service call fee for a video chat that told us our exhaust fan issue was not covered when we had clearly documented what the issue was the exhaust fan in our initial filing. You agreed to pay a refund $45.723846 on 1/31/2022 for our range. You agreed to pay $250.After several contacts through the website my wife began calling.4/19/2022 ***** was told they were sending the claims to billing.5/2/2022 she was told they were expediting the claims.5/23/2022 she talked to ******* who tried to get us to take the money as dollars in your shopping site. She was told that the system had changed or sold and there was a backlog of 2021 claims. We want our cash. ******* said he added them to his list to mail to expedite the process and that checks were sent out in bulk.6/27/2022 she talked to ***** who upgraded the claims and said they are waiting for a batch payment. ***** transferred ***** to ******* who reviewed *****'s work and said he also sent them to those who write the checks.10/13/2022 ***** talked to ***** again who reviewed and confirmed that the claims were waiting in batch payment. She said she was going to try another thing. When ***** asked who she could talk to that had the authority to release payment she gave me this email.

  Business Response

  Date: 11/08/2022

  COMPLAINT ID:  ********
  

  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  

  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  

  We apologize for any inconvenience this may have caused.  The consumers check for all three claims was processed and mailed on 11/4/2022.
  

  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:10/25/2022

  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.

  I purchase my home on September 16, 2022, and the home came with a Warranty Protection Plan, the plan was transferred into my name on the date of sale. After being in a house for less than a week, the stove oven wasn't working. I called the warranty plan, which I had to pay a $45.00 fee for them to come out and service the stove. The technician informed me that the mother board was gone and some of the burners were no longer good. A *********************** called me and stated that they would not be fixing the stove and could only give me $200.00 for a stove, although their web site that a replacement cost for a stove is $1,397.00. They need to replace the stove if they are not going to fix it.

  Business Response

  Date: 11/08/2022

  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 stove on 9/27/2022 stating the unit was not turning on. The participating vendor was assigned on 9/28/2022. The participating vendor reported the control board, surface burner head and the burner head failed. Due to multiple component failures, the age of the unit and potential additional failures, funds were offered to the consumer as per the policy. 
  

  VII. GENERAL LIMITATIONS OF LIABILITY
  

  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  

  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  

  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/18/2022

  
  Complaint: 18313275
  
  I am rejecting this response because:
  

  I contacted the company again regarding my $200.00 refund and they stated I didn't want the money returned to me. I informed them to send me the funds asap and they informed me that it would take six to twelve weeks to get the refund to me.  I informed them that they had five business days to get the funds to me. They have failed to return any funds to be directly.  I can't cancel this policy and get any funds back from it due to the policy been put in place prior to be purchasing the home and it was part of the sale on the home.  Please let me know what I can do.

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

  ************ (Cell)

• Initial Complaint

  Date:10/25/2022

  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.

  Morning, ****************: I'm emailing you, in reference to a claim, that left me very dissatisfied, as a customer. My claim was for noise, in my furnace, and gas fumes. You all sent out a contracted technician, that I didn't care for. He wasn't professional, he was in a hurry, he damaged my furnace door, didn't identify my gas leak, and his only concern, was me paying him $75. He stated, my pipes are rusted. My pipes have a rust coating, from me spraying water mixed, with soap, to see if I can locate a leak. That rust can be wiped off.I called, with my concerns. I requested, another diagnosis. I was told, the tech is responsible, for my furnace door, and I'll will have to be responsible, for another diagnosis, of the leak. I don't want, that gentlemen back, in my home. This technician, no identity, shows up, at my house. Only identity I have, from you all is a business name and phone number. I don't feel safe, if he has to return, to my house. I'm asking please, don't assign him to me, ever again.I have to ask, are you all even considering, my complaint and concerns? Is this how things will be, in the future? I signed up for a year. If so, I need to cancel my services.

  Business Response

  Date: 11/04/2022

  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 on 10/6/2022 for a heating system stating there was a squeaking noise and possible gas leak. The claim was assigned to a participating vendor which was assigned the same day. The participating vendor reported there was a gas leak coming from a rusted pipe. It was determined this was a non-covered condition as per the policy. 
  

  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 *********** 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.
  

  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.
  We apologize for the consumers negative experience and have notate the account not to assign that participating vendor to any future claims. 
  

  T. We are not liable for any damages that result from a **************************** delay in providing service or failure to provide service. We are not liable for any incidental, consequential, special, and/or punitive damages, whether caused by negligence or any other cause, and you agree to waive any and all claims for such damages, arising from, resulting from or related to any **************************** delay in providing service or failure to provide service, including, but not limited to, damages, resulting from delays in securing parts and/or labor, the failure of any equipment used by an independent Service Contractor, secondary failures, labor difficulties, and/or the negligent, tortuous and/or unlawful acts or omissions of any independent Service Contractor.
  

  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:10/24/2022

  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 filed a claim with them in may of this year. They were supposed to send me a check for $500.00 to settle the claim. I have not received the payment yet. Every time I call them they tell me the check will be mailed in 10 days. Then they tell me that the check will be mailed to the guy that did the work. I have provided a copy of the bill paid in full. They then tell me it will be mailed to me. Today they told me it will be 6-8 weeks before I get paid.

  Business Response

  Date: 11/04/2022

  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 5-7 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:10/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10.03.2022 I opened a claim for my Heating System with Service Plus. They were unable to assign a technician so I was forced to find my own and work through their reimbursement process. They misquoted section 5 G which refers to ********* Systems in an attempt to disqualify reimbursement of repair work on my Heating System. They are attempting to close my claim and are bullying me into dropping my mediation by continuing to misquote *********. They are unwilling to speak to me on the phone and are simply not complying with their own warranty language in the applicable section 5 B.

  Business Response

  Date: 11/02/2022

  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 heating system on 10/3/2022 stating the unit was not responding to the thermostat. Due to limited availability of participating vendors and to not delay service we offered the consumer reimbursement. Reimbursement is where the consumer contacts a local vendor to go out and diagnose the failure. The consumers vendor must contact us 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 hot water boiler heating systems service switch failed, the expansion tank failed and the boiler relief valve failed, along with having a bad auto-vent. As per the policy we advised the consumer we would reimburse for the service switch but the other failures were non-covered conditions as per the policy. 
  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 *********** 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.
  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 - 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 reimbursement check was mailed 10/24/2022.
  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:10/21/2022

  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.

  I called in for HVAC repair. No techs were available in my are so I got pre-approved to hire a local company and submit claim. On or about 3 Aygust they approved PARTIAL payment of $275 and said the check takes 8 weeks. I have called repeatedly since it has been 11 weeks. I keep getting the excuse that its expedited. There's no way to speak with a supervisor or directly to the payment office. I gave list many work hours on the phone trying to resolve this.

  Business Response

  Date: 11/02/2022

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  The consumers check was mailed on 10/24/2022. 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.  
  We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/02/2022

  
  Complaint: 18296140
  
  I am rejecting this response because:

    I received the bare minimum of response. Although I did recently receive a check...after around 11 weeks, I received no breakdown of payment or statement. I received no explanation for the delay nor did I even receive an apology.   The pandemic is no longer a valid reason for anything. Even president ************* has announced the pandemic is over.    You as a company must do better.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a contract in April of 2022. The policy reads that if any appliance needs repaired they will send a service technician out to make repairs or replace the appliance. They claim 24/7. However, I contacted them in August to repair my air conditioning unit. After several days they contacted me and told me to find someone to repair on my own and they would reimburse me the cost of repairs less a $75 deductible in which I did and they would reimburse me and I am still waiting on my reimbursement and it is October. Second call to them to repair a washer. I am still waiting and called them back and they can not find a repair tech. Again, they told me to find someone on my own, pay out of pocket for repairs and I had to pay my $75 deductible up front. I contacted them because they are not fulfilling their contractual agreement. I ask for a refund and they said they would refund me $24 (I paid $420 in February). My policy expires in July 2023. This company is scamming folks. They are not abiding by their contract. All I am asking for is them to repair the items as they advertise. Their customer service representatives are arrogant and beyond rude. They are taking peoples money and NOT fulfilling their contracts. I purchased this policy because my husband has terminal cancer and this was supposed to be for ease of burdens. They take your money and that is all they do. Shame on them.

  Business Response

  Date: 11/02/2022

  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 clothes washer on 10/15/2022 stating the water was not draining. Due to limited availability of participating vendors the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come in and diagnose the failure. The consumers vendor must contact us prior to any repairs to report the failure, parts & pricing. Once approved a reimbursement check is sent to the consumer upon receiving a copy of the paid invoice. We are currently waiting for the diagnosis from the consumers vendor. 
  We have experienced some delays from the effects of the pandemic and the rebranding of the company, which we are aware of and working diligently to resolve. We have requested the consumers check for the air conditioner claim to be expedited and mailed within **** business days. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 11/02/2022

  
  Complaint: 18294565
  
  I am rejecting this response because: The contract was purchased so that when consumers need repairs they will provide said repairs.  They are NOT.  They take your money for insurance policy and the repair deductible and then claim they have no one to perform the repairs.  Therefore, pushing the consumer to find someone to repair the product and then claim to send a refund to consumer.  They are not.  This is pure fraud and I will be making an appointment with the District Attorney in my area.
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:10/19/2022

  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.

  Service Plus refuses to pay for the repair of my refrigerator. They state that is is a stand alone freezer, and thus is not covered. But, it the freezer is not stand alone, and is an integral part of the refrigerator and thus is covered. The cost estimate to repair the freezer is $2,289. I went to their mediation and they offered $300 as a replacement for the entire refrigerator. Not even close to acceptable. So, I am looking to take them to small claims court. They have refused to supply me with the name of their company's registered agent for service in **********. As such, I am asking the BBB to research that and supply the name of the registered agent, or contact the company to have them send that to me. Thank you,

  Business Response

  Date: 10/31/2022

  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 7/31/2022 stating the unit was not cooling. The participating vendor reported the compressor failed. Due to the age of the unit they were unable to retrieve a serial number of the unit making ordering the correct part difficult. After multiple attempts we received the serial number which determined this unit was an upright freezer unit, which is an optional coverage which the consumer does not have coverage for. 
  VI. OPTIONAL COVERAGE
  I. Stand Alone Freezer
  COVERED: All components and parts, except:
  NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
  We offered the consumer $300.00 goodwill towards this non-covered condition which the consumer rejected. 
  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: 10/31/2022

  
  Complaint: 18244382
  
  I am rejecting this response because:

  I do not agree that the freezer is a stand alone unit.  As such, I would like the name and contact information of the Agent for Service in **********, and if there is not one in **********, then I would like the contact info for the one in **********.  I want the Agent for Service info so I can initiate a small claims case.  

   

  Thank you,

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

   

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

  Business Response

  Date: 11/10/2022

  Complaint: 18244382
  We properly addressed this complaint. The consumer advised they got a 2nd opinion. They may send the 2nd opinion diagnosis to ************************************ for review.   
  We sincerely apologize for your negative experience. For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 11/15/2022

  
  Complaint: 18244382
  
  I am rejecting this response because:  The freezer is an integral part of the refrigerator and is not stand alone and is therefore a covered part.  As we do not agree, I am asking for the warranty company to provide their agent for service in ********** so that I may file a small claims case against them.  If they do not have an Agent for Service in CA, then I would like them to provide an Agent for Service in ********** where their corp HQ is located.  It should be noted that operating a business without an Agent for Service in the *********** is against **** of corporations rules and regulations.  Your prompt reply is appreciated so that I may resolve this issue as time is of the essence in this manner.  I will be adding to the cost of my claim the cost for a stand alone freezer to store my food as this process has taken a ridiculously long time.  

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

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising 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.

  Spam phone calls using spoofed local phone numbers

  Business Response

  Date: 10/27/2022

  Complaint ***********
  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.
  We have reached out to our marketing team to have them search for and remove any information regarding this consumer that *** be located in our system. We apologize for any inconvenience this *** 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. We request this complaint be closed as answered. If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 10/27/2022

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