Complaints

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

close

Find a Location

ServicePlus Home Warranty has 8 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

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:10/18/2022

  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.

  Service plus is forcing me to pay for a service that I didnt agree too.

  Business Response

  Date: 10/27/2022

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumers policy was cancelled on 10/19/2022 as per the Terms & Conditions of the policy.
  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:10/14/2022

  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 a home warranty with Service Plus. I purchased the policy nearly 5 years ago and paid in full for the a 5 year policy. (Previous name was Total Home). The company claims verbaly that if an appliance id not repairabel will be replaced. This is stated differently in the ****** that comes with the written policy. I acknowledge my error in not reading the fine print. The cojmpany will do a buy out for the repair if they choose not to repair the appliance. This has happened twice in the last year. A microwave in 12/2022 and then in the summer aproximently 7-2022 for my dishwasher. I was to get a $200 for each appliance to replace or get someone else to repair. When I was offered the buy out in July I reminded them that I had not received by first payment of $200 from the 12/2022 buyout and did not feel confident that I would recieve the payments. ******** the customer service operator assurred me that I would receive both payment with in 6-8 weeks. It has now been 12 weeks since a confirmation email was sent to me about the payment. I have called serveral times and sent an email with no reponse or payment. I would apprciate help from the BBB to get my payment of $400.

  Business Response

  Date: 10/27/2022

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks which we are aware of and working diligently to resolve. 
  A check for both claims was mailed 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.  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. If ****** the company has sent the check.  I have been told more several months the check is being processed and will arrive with in 6 weeks.  The first $220 was due to me by March and and new buy out check was due to me by the end of August.  I received and email from both *************************** and ********************************* for a 12/72021 agreement would both be processed.  Once the Check has arrived I can fully accept the situation resolved.  
  
  Regards,
  
  *********************

  Customer Answer

  Date: 10/27/2022

  
  Complaint: 18225814
  
  I am rejecting this response because: If in fact the company has sent the check.  I have been told more several months the check is being processed and will arrive with in 6 weeks.  The first $220 was due to me by March and and new buy out check was due to me by the end of August.  I received and email from both *************************** and ********************************* for a 12/72021 agreement would both be processed.  Once the Check has arrived I can fully accept the situation resolved.  
  
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:10/13/2022

  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 filed a claim with Service Plus home warranty for my build in microwave. On 10/11 The technician viewed the microwave via video and said it needed a new door and some other buttons weren't working. He said someone would get back to me about and on 10/13 I spoke with *********************************, claims manager. She told me the request was denied because the problem occurred prior to the signing on to the contract. My contract was effective 9/22/22 and the microwave had the problem around 10/4 or 10/5. She said the technician can tell how long a problem has been happening, so, I asked her to tell me what date the technician said the problem started. She couldn't answer the question and when I asked her for information of a higher up to file a complaint, she hung up on **** would like to cancel my contract with Service Plus because of the very bad customer service and the guess work of the technician.

  Business Response

  Date: 10/24/2022

  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 built in microwave on 10/11/2022 stating the unit was shutting off while on. The participating vendor reported the unit needed a new door and monitor switch. The consumers policy became effective on 9/22/2022 and it was determined these failures could not have happened within the time frame of the active policy. 
  I. BASIS FOR COVERAGE
  B. Are in place and in proper working order on the effective date of this Agreement; and
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  K. Built-In Microwave
  COVERED: All mechanical components and parts, except:
  NOT COVERED: Doors; hinges; handles; 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.
  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 did a chargeback for the service charge fee which we accepted, and the policy has been cancelled as of 10/16/2022 as per the Terms & Conditions of the policy. 
  XII. CANCELLATION
  A. This Agreement may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of ************* Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHWs issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (v) a change in laws or regulations that has a material effect on the business of SPHW or SPHWs ability to fulfill its obligations under this Agreement.
  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 **************.
  
  

• Initial Complaint

  Date:10/13/2022

  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 had an issue with my washer leaking (June 2022). The company was unable to find a contractor, so they informed me to hire a contractor and submit for refund. I did this and incurred a charge of $149. i submitted all the required paperwork and was told that a refund would ***********-8 weeks. As of today (October 2022) I have not yet received the refund. Follow up calls on a weekly basis has revealed no satisfaction. I am told that someone from accounting would call me back within ***** hours, but those calls have never returned.

  Business Response

  Date: 10/24/2022

  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:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of this year, I submitted a claim with Service Plus for an issue with my dryer. They sent a technician out who stated that the dryer was repairable but the parts would come from a third party. Unbeknownst to me, I was informed by Service Plus that they would not cover third party parts and if I wanted to keep my dryer under their warranty, then they would offer me monies towards replacing this appliance. However, the money offered was nowhere close to the amount I paid. The amount offered was $200, which the accounts manager claimed was the present value of the dryer. This was a huge ****** learned because when I was sold this warranty the sales person did a good job of leading out important details.So I agreed to the payout because things always going wrong with appliances and I wanted my new unit to be covered under the warranty. The representative informed me that it would take up to 8 weeks due to the pandemic, for me to receive it.I called in July to inquire and was informed that the payment was authorized on June 1 so that it would be 8 weeks from that date. I called back in September because I still had not received payment and August 1 made 8 weeks, and I wanted to make sure that they check had not been lost in the mail. I was surprised to find out from the customer service representative that the check had not even been processed yet. After expressing my dissatisfaction, the representative said that she would escalate my situation to a manager to find out what's gong on and someone would get back to me. (That seems to be a common response given to paying customers after reading the different complaints.) And, no one ever reached out to me. I called again on 10/11/22, and spoke to **** who told me the same thing that I was told in September. Now I understand that there is a back log due to the pandemic, however, if I'm expected to be timely with my monthly payments, then service plus needs to be timely with their payouts.

  Business Response

  Date: 10/24/2022

  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:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home warranty never can find a tech. Find your own. Most denied. Approval for 2 claims. First claim waited 6 months no check. Solution free months. 2nd claim should have been approved $1500, approved $400. No check sent been over 2 months now. Promises never delivered

  Business Response

  Date: 10/24/2022

  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:10/12/2022

  Type:Customer Service 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.

  We contacted Service Plus August 11, 2022. Our refrigerator was not keeping our food frozen. We received an email with a technicians contact info. The technician stated he doesnt work with Service Plus. We continued to contact Service Plus multiply times over the next 2months. They made fake promises multiple time that they would get someone. The last time they said it was in the mediation department and they would get someone out of network in 24 hours. That was over a week and a half ago. They keep offering $100- $150 to reimburse us if we get a technician. We have tried everyone we could locate. We couldnt get anyone. Now the refrigerator isnt working and we need to purchase a new one. They will not give us any money for the purchase unless they can diagnose the problem. They cannot provide someone to do the diagnosis . This contract says if it cant be repaired it will be replaced. They cant diagnose the refrigerator, therefore they cant repair it.

  Business Response

  Date: 10/21/2022

  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 a refrigerator on 8/11/2022 with no explanation of the failure. A participating vendor was assigned the same day. The consumer contacted us back on 9/19/2022 stating that the vendor was unable to service the claim.  Due to limited availability and to not delay service any longer, reimbursement was offered to the consumer. 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 invoice. The consumer advised us that the vendors they tried to reach dont work in her area or on the appliance they had so they purchased a new unit instead. As per the policy this 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.
  E. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  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: 10/25/2022

  
  Complaint: 18202530
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  **********************

  I did contract the tech they gave me. I spoke to him once and I waited for him to contact me with a time.  When I didnt hear from him I called a couple of times and left a message. When he finally called and stated that he doesnt work with them. Then I kept calling the insurance company. They couldnt get a technician and offered the reimbursement that they mention. I could not get a technician . It was impossible to get an evaluation when the insurance company couldnt get anyone to come out and neither could we.  When the refrigerator died we had no choice but to Oder one. It was delivered on October 13th.Being that it could be evaluated for repair and I died I think the insurance company should compensate us.

  Business Response

  Date: 11/04/2022

  Complaint:  18202530
  We properly addressed this complaint. There are times where there is limited availability of participating vendors. As per the policy 
  

  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  

  E. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  

  VII. GENERAL LIMITATIONS OF LIABILITY
  

  O. This Agreement does not cover delays or failures to provide service caused by, or related to any of the exclusions listed herein; shortages of labor and/or materials; or any other cause beyond our reasonable control. This Agreement does not cover additional charges to access or transport materials, supplies, or independent Service Contractors to the covered property due to lack of or inhibited serviceability, such as but not limited to, tolls, required use of ferries or barges and/or remote locations.
  

  We sincerely apologize for your negative experience.  Due to the consumer purchasing a new unit and not following the reimbursement process, we are not responsible for expenses the consumer incurs without our express written consent. In an effort to resolve this complaint we can offer $300.00 goodwill towards this non-covered condition. Upon acceptance and resolution of this complaint we will expedite the check to be processed and mailed within **** business days.  For further assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 11/05/2022

  [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. I dont agree with them but its useless to persue it any further. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:10/11/2022

  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 had a platinum policy with service plus . Recently the ** coil ( still under manufacture warranty) went bad . The manufacture paid for the coil . The assigned vendor from service plus quoted the installation /labor charge . Service plus refused to pay any labor charge on the insured appliance . They paid nothing !Also I tried to cancel the policy . They refused to cancel and refund the money although at the time of enrollment said I could cancel anytime .They have unethical business practice . This company should be shut down

  Business Response

  Date: 10/21/2022

  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 air conditioner on 10/9/2022 stating there was inadequate cooling. The participating vendor reported the unit was almost empty of freon. The consumer was advised that a leak test was required in order to proceed forward with the claim.
  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 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.
  The vendor performed a leak test and located the leak within the evaporator coil. The vendor also reported the unit was still under the manufacturers warranty. The consumer was advised to contact the manufacturer regarding this failure.  As per the policy this is a non-covered condition. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  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: 11/01/2022

  
  Complaint: 18200795
  
  I am rejecting this response because:

  1) The business was not transparent and refused to pay the labor charge . The material on the ** was paid for by the manufacturer and as with any warranty they should pay towards the labor

  2) when i asked to cancel they refused to cancel and pay for the unused part of the warranty.

  3) I had emailed the mitigation department to resolve and they  said BBB will need to resolve now since i have put a formal complaint with BBB and they will not help with the matter any more .

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

• Initial Complaint

  Date:10/10/2022

  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 was reached out by Marketing people from company on 8/25/22 to buy a Home Warrenty policy which I agreed to buy with the understanding and commitment that I can cancel it with no cause, anytime within 30 days with no penalty. After reviewing the policy I did not like the fine prints of the policy so I cancelled on 9/7/22 and receive cancellation letter and promised money will be refunded back to my credit card. After waiting for two weeks when refund did not arrive, I called the company for refund on 9/26/22. The company said I will get the refund but then they told me that ******** is exceptionally great and my concerns are unwarranted. To attract me further they offered me a policy with lowered price, three visits free, if I am not happy with warrenty I can cancel anytime with full refund.. I told them to send me this new policy so I can look at it before I can commit to make sure all those promises they made on the phone are in the policy including new rate. On reviewing the policy the rates were different and there was no mention of other things they offered. So I called them back on 10/6 to request for cancellation. Now the company refusing to cancel the policy quoting some clause which says the cancellation has to be agreed upon by the company after 30 days. They are counting 30 days from the time I first signed the policy on 8/25. That policy was cancelled and I did received cancellation email. The company claims that re activated the old cancelled policy on 9/26 but citing 30 day window starting 8/25. This is all very deceptive. They refused to cancel the policy and refund my money $2350. Thank you.

  Business Response

  Date: 10/19/2022

  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 5 year + 1 free year policy on 8/25/2022 for the promotional rate of $2,350.00. The consumer contacted us on 9/7/2022 to advise they wanted to cancel the policy. Applicable refunds are processed within ***** business days.
  In an effort to retain the consumer we advised we would drop the rate from $2,350.00 to $1,950.00 which the consumer accepted on 9/29/2022. The policy was then reactivated and prorated refund of $400.00 would be processed within ***** business days. 
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  The consumer contacted us again on 10/7/2022 stating that they were told the policy was $19.99 a month which is not possible being there is no way in our system to even submit that amount for a yearly policy. We have voided the prorated refund and have cancelled the policy. The full refund of $2,350.00 will be 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:10/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Service Plus Home ****************** for several years. In November of 2021, I filed a claim for reimbursement of $150.00. The claim was approved in Jan 2022. I was told they would mail a check in 6-8 weeks. No check ever came. I called multiple times over the next several months and was, repeatedly, told that this issue will be escalated and I would receive my check. Finally, in August 2022, I called, cancelled my policy and requested a refund. The cancellation was processed and I was told my refund would be issued back to my credit card within 30 days. I called on Oct 04, 2022 and spoke with the billing department, who said the refund would be processed by today. As of today, Oct 06, 2022, I have not received any money from this company. I spoke with the company again today and was told they would "escalate" this issue again. I've asked to speak to someone with authority to make decisions, but was told those persons do not take phone calls. The only thing this company seems to tell me is that, "yes, I see that your policy is cancelled. Yes, I see that the $150.00 reimbursement is added to your refund. No, it hasn't been processed. I will escalate this matter."

  Business Response

  Date: 10/21/2022

  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 a heating system on 11/29/2021 stating the heat was blowing cold. A participating vendor was assigned on 12/1/2021.  We received a copy of the paid receipt on 12/2/2021 in which the consumer got their own vendor to come out and do the repair and was looking for reimbursement. As per the policy this 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.
  In an effort to assist the consumer we offered $150.00 goodwill on 1/3/2022 which was accepted. Due to the effects of the pandemic and the rebranding of the company there have been some delays with checks, which we are diligently working on to resolve. 
  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 8/22/2022 as per the Terms & Conditions. Applicable refunds are processed within ***** business days. The consumers applicable refund was processed on 10/19/2022. 
  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
  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: 10/21/2022

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