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

  160 Alewife Brook Pkwy Cambridge, MA 02138

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

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:10/07/2022

  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 have filed 2 claims with them and was told my claims were approved but that I would need to pay for the repairs and get reimbursed. the first repair was to my air conditioner last summer on 6/2/21. the second claim was for my oven. I was advised ****** for the air conditioner would be sent to me and ****** for my oven repair. I have been calling every few months for a year now and every time they say they will process my checks, and never have.

  Business Response

  Date: 10/17/2022

  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. 
  We apologize for any inconvenience this may have caused.  A check for both claims was processed and mailed on 10/12/2022.
  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:10/07/2022

  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.

  In August our garbage disposal started leaking. We contacted ServicePlus regarding this problem. Their company states that they will find a technician for your problem within 48 hours. They did not. So they sent an email to find my own. I chose the option of them finding one. As of October 2022 I have not heard from them. Second. Our oven stopped working in early September 2022. It is a $3700 range. Because they still did not find someone for the garbage disposal, we hired our own technician. He diagnosed 2 issues. One with a cost of $150 and the second $800. He related both issues happened simultaneously, and it was impossible to tell which caused which. Both issues were caused by the stove and nothing we did. SP requires the technician to call them with the diagnosis prior to repair so they can approve. The telephone conversation between the technician and SP was on speaker phone. Numerous times SP tried to lead the technician into diagnosing the lower cost issue caused the higher priced, so they didnt have to payout. The issue was sent to a supervisor named ********. Service plus related she would contact us within 48 hours, but most likely same day. 72 hours later she called us. She determined that ServicePlus has their own technician that did not agree with ours. A technician working for them that was never present to look at the stove. They will repair the $150 but not the $800 because they diagnosed it without looking at it. ******** was extremely unprofessional to the point it became trashy. She laughed at me when I expressed my concerns with the whole process. She said she this phone call was within 48 hours. It was past 72 hours. During normal conversation, when I pointed out them leading and refusing to pay, she told me to calm down and stop yelling. Neither of us were raising our voice. Then she refused to let me speak with anyone else. She closed the incident immediately. She said she would email me a mediations email contact. She did not.

  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 placed a claim for a garbage disposal on 8/30/2022 stating the unit was leaking water. Due to limited availability of participating vendors and to expedite service the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us prior to any repairs to report the failure, parts & pricing. Once approved, a reimbursement check is sent upon receiving a copy of the paid receipt. The consumer accepted this offer. We are currently waiting for the diagnosis from the consumer vendor. The consumer may send a copy of the paid invoice to ************************************ for review. 
  The consumer placed a claim for an oven on 9/20/2022 stating the unit was not turning on. The consumer advised they would be going through reimbursement. The consumers vendor reported the igniter shorted out and exploded which caused the control panel to short out. The consumer was advised to send in a copy of the paid receipt for reimbursement of $180.00. We are currently still waiting for a copy of the paid receipt. The consumer may send a copy of the paid receipt to ************************************ to expedite payment. 
  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: 10/20/2022

  
  Complaint: 18180365
  
  I am rejecting this response because:

   

  First, the consumer did not accept to find his own vendor for the garbage disposal. Serviceplus sent an email telling me that was an option. Second, the vendor hired by me related he did not determine that one action caused the other. During the phone conversation ServicePlus tried to persuade him to make that diagnosis. On a follow up call with the vendor, he related with what he observed, it was impossible to determine the order. Serviceplus then told me they would have their own technician make a determination. This technician never looked at our stove. Serviceplus diagnosed the problem in a way that was cheaper for them. They will pay the $180 fix but not the $700 fix. This diagnosis was made by the technician that never looked at thew stove. All of this was confirmed by the supervisor ********. They did not address the lack of professionalism from the supervisor. This is why this company's online ratings are terrible. Now I as the consumer experienced this. If you read what took place, a technician making a determination from across the country, then they lied about what my vendor related to them, so they didn't have to pay out. It's a scam. Their ratings reflect their actions and customer service.  
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/04/2022

  Complaint: 18180365
  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.
  In regards to the garbage disposal claim and the oven claim, we are currently waiting for the paid invoice to be received to be reviewed and resolve these claims. The consumer may send the paid receipt to ************************************ 
  We sincerely apologize for your negative experience. We request this complaint be closed as answered at this time. 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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/06/2022

  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.

  In May 2022 our A/C went out. Followed steps by bz bottom line they would not cover it becuz we hadnt serviced it regularly. We obviously did becuz the unit was nearly 30 yrs old. We had to pay $8,000 for a new unit etc. they pd the plumber $300-after going to their negotiations people. In sept 2022 we had a major water leak, plumber wanted 7k to fix it. They said they wouldnt cover this. We ended up getting neighbors help, shut water off for 3days and still owe the utility company over $700. We called today, Oct 6 to cancel this policy and get money refunded. We had purchased & pd for a 5yr warranty policy for $2000. In 2021. Spoke to ***************** in ************************** who said NO THEY WILL NOT CANCEL OR REFUND. As it has to be a mutual agreement thing. We are both retired living on SS and could use this wasted money. Also, other people need to be aware of this companys policies. In Sept 2023 we

  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 placed a claim for an air conditioner on 5/4/2022 stating the unit had inadequate cooling. The participating vendor reported the unit was leaking from the valve. As per the policy this is a non-covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to 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.
  In an effort to assist the consumer we offered $300.00 goodwill towards this non covered condition which was mailed to the consumer on 7/25/2022.
  The consumer placed a plumbing system claim on 9/7/2022 stating there was a leak. Due to limited availability of participating vendors and to expedite service, we offered the consumer 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. 
  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 a 5 year + 1 free year policy on 6/22/2021 for the promotional rate of $1,950.00 With 16 months of service at the paid contract rate of $32.50 totals $520.00, $300.00 costs incurred and a $50.00 administrative fee. Total refund $1,080.00. 
  XII. CANCELLATION
  C. 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 $50 administrative fee and any service costs incurred by us. 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. All cancellation requests must be submitted in writing.
  Upon acceptance and resolution of this complaint we will cancel the policy and process the refund. Applicable refunds are processed within 30 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 additional assistance is needed, please contact us at **************.
  
  

• Initial Complaint

  Date:10/06/2022

  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 cancelled my policy in July. I was promised a prorated refund in 30 days. I have called 4 times and have been told each time my refund will be deposited by a given date, and each time it has not happened. There are multiple reviews on this site stating very similar circumstances.

  Business Response

  Date: 10/13/2022

  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 applicable refund was processed back onto the consumers card on file on 10/9/2022. The consumer can check with their financial institution on the status of the refund. 
  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:10/06/2022

  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 spent over $5,000 on a policy and have input two claims in the last 60 days and neither claim has been resolved. When I call into the **************** line ******* has no idea who has come to my home to look at the issue. There is no empathy and my issues have not been resolved. I am being told by both companies that they are unable to get anyone to approve the claims. I have paid both companies the requested $60 fee and no resolution to the issues.

  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 placed a claim for a garbage disposal on 8/28/2022 stating the item was not working.  A participating vendor was assigned the same day. The consumer contacted us back on 9/14/2022 stating they were unable to secure an appointment. We submitted for the claim to be reassigned. In an effort not to delay service further, 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. A participating vendor was assigned on 10/4/2022. The claim was approved for replacement on 10/5/2022.
  The consumer placed a claim for a garage door opener on 9/14/2022 stating the unit was not responding to the remote. The participating vendor reported that there was a broken cable and the issue was not with the garage door opener but with the door itself. As per the policy this is a non-covered condition. 
  V. COVERAGE
  P. Garage Door Opener
  Note: Coverage is for no more than one (1) unit, system, or appliance, unless additional fees are paid.
  COVERED: All components and parts, except:
  NOT COVERED: Garage doors; hinges; springs; sensors; chains; travelers; door track assemblies; rollers; lights; keypads; wall buttons; remote receiving and/or transmitting devices. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  In an effort to assist the consumer we offered the consumer we approved the vendor for the repair. 
  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 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: 10/19/2022

  
  Complaint: 18176295
  
  I am rejecting this response because:the work has not been completed
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  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.

  October 3, 2022, I want to cancel this policy. **************** manager refused saying I was under contract until December 2022. I have never used this service policy and the one time in July that I needed my AC fixed they would do nothing. No claim was ever paid to me. I do not want this policy and I don't want to pay them any more money.

  Business Response

  Date: 10/13/2022

  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.
  

  The consumer purchased a 1 year term monthly payment policy on 12/3/2021. The consumer was advised the policy naturally expires on 12/3/2022. 
  

  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 resolve this complaint, the past due account has been cancelled as of 10/13/2022.
  

  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:10/01/2022

  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 contacted Service plus about my refrigerator it took almost 2weeks finally get someone out to my house the gentleman said he could not fix it he had to go back and get someone else to fix . I called them I told him Ive been without a fridge almost 3 weeks now . They said they will be contacting me with a new service person to come out for my refrigerator. I got an email stating that they cant find no one because the high demanded in my area . That I could seek my own service up to ****** including parts. It stated in the contract they would cover parts and $60 deductible so now theyre violating . service plus is giving me the run around .the compression alone cost more than that . It cost about a couple of hundred dollars just for the compressor . They are up to the same tricks I pay them $1000 and plus for my warranty they told me if they couldnt fix it they would replace it. now they try to change the whole system . please Im seeking help from BBB . Service plus has a bad reputation . I knew that they are going to give me the runaround. thats the reasons Im involving you BBB I truly appreciate the help that you can offer for me as a Consumer Truly Thanks *****************************

  Business Response

  Date: 10/12/2022

  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 9/8/2022 stating the unit was inadequately cooling.  A participating vendor was the same day. The consumer contacted us on 9/26/2022 advising the vendor was out to the home but did not do any repair. In an effort to expedite service and due to the limited availability of a participating vendor, 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 new vendor has been assigned as of 10/12/2022.
  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: 10/19/2022

  
  Complaint: 18152699
  
  I am rejecting this response because: The reason why I reject the offer to go out and find my own service company was based on their reputation . I knew they wouldnt never reimburse the money back to me . they offered to pay me to up a $150.  the reason why I rejected the $150 was based on this reason the service man that came out said I need a compressor a compressor for my refrigerator runs $250-$600 so if I had went out and hired a company to fix my refrigerator its a great possibility I couldve lost $250 to $650 . They  gave me a new service company that dont except home warranties . And they only work on commercial refrigerator they do not do any residential work  . service plus Warranty is giving me the total runaround they do not have anybody to work for them . It is over a month and a half that Ive been without a refrigerator
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/27/2022

  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 called in a claim to get my refrigerator fixed on September 5, ******************************************************************** Second step they sent a technician out. This technician came in my house and told me that he will clean my coil for $80.00, I said no. I asked him what was wrong with the refrigerator and he told me my evaporator and mother board needs to be replaced. He then asked me could he set me up a demonstration with a company called *****, I said no. He then asked me was this my first time using the company and I said yes. He stated so you dont have a &***** fee then if this is your first time calling for service. I stated to him, that I had to pay $***** for the virtual visit to the company before him. He then left and sent a report to the company that I only needed my coil clean. I called the company and told him what this technician said and because I didnt support his side hustle he went back and put in false information on the report. I spoke with ******************* and she said she will reassign the job for another technician to come out. As of today I have yet to have another technician come out and I call every other day and April continue to state she has not located anyone to come out yet. Today is September 27th. I have been without a refrigerator or freezer. The technician they sent out was DE Heating and Cooling. Now they are telling me if I find someone, I can submit a claim to get my money back. I have requested my money back from the time I signed up with this company 11/21 to present plus my $***** for the virtual fee.

  Business Response

  Date: 10/08/2022

  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 refrigerator on 9/5/2022 stating there was inadequate cooling. Due to limited availability of a participating vendor and in an effort to expedite 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. We assigned a participating vendor on 9/7/2022. The consumer contacted us on 9/12/2022 stating the vendor needed to order some parts and was not able to wait. We assigned a new vendor to the claim on 9/12/2022.
  The participating vendor reported the unit has a dirty coil that caused the refrigerator to freeze up causing secondary damage to the fan motor. The vendor also reported the control board is blinking in and out. It was determined this is a non covered condition as per the policy. 
  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.
  VII. GENERAL LIMITATIONS OF LIABILITY
  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  All claims have been properly serviced in accordance with the Service Agreement. 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: 10/14/2022

  
  Complaint: 18136003
  
  I am rejecting this response because:
  I just spoke with a customer service rep at ***************** ****************** and was told that i could not get a copy of the technician report that they received from the company they sent out my home. I also told the customer service rep that i needed to record him telling me NO I could not have a copy of the report. After I started to record him tell me No, he released the call right n the middle of me speaking with him.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/26/2022

  COMPLAINT ID: ********
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the refrigerator failure was as a result of a non-covered condition.  
  The vendors either submit the diagnosis through the vendor portal or verbally over the phone. The vendor reported the failure and ServicePlus determined that it was a non-covered failure. 
  We sincerely apologize for your negative experience, but this failure is not included in coverage. In an resolve this complaint we offer $125.00 goodwill towards this non-covered condition. Upon acceptance and resolution of this complaint we will expedite and mail a check within **** business days. For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 10/26/2022

  
  Complaint: 18136003
  
  I am rejecting this response because: last week they offered me$400.00 and now it down to $125.00. I also asked for a copy of the report from the technician and they refused to give me a copy of the report. If they are not going to replace my refrigerator the. I would like all my money back from this company my copayment that was paid. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/27/2022

  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.

  This home warranty is seriously defrauding the public. We've had several scenarios happen to us over a 2-year time frame. After looking online, we are not the only ones. They are either:1. They continue to deny several claims put in for repairs, claiming that the repair isn't covered even though we have the top tiered plan (Platinum). 2. Approve Claims and NEVER send the payment for replacement (2 years and still haven't received a payment for a claim, $200 that they converted to credit on our account. You can't use a credit, if you do not want to continue service. We do not want CREDIT, we want our MONEY that was promised to us.3. They are supposed to repair or replace. They attempted to replace my $900 washer for $200.4. Claim they'll send a technician out and then after several weeks, they say they can't find a company in my very large city (*******, **)5. We pay $75 dollars each time, someone comes out even if they call and speak virtually, they charge $75 and no one ever returns.6. They attempt to tell you that the claim is approved and if we find our own technician and pay them, they'll reimburse us. We KNOW they won't reimburse us, see note above about the $200 that we NEVER received.All the while, we continue to pay for coverage each month. (This company was previously named: Total Home Protection and now they are call ServicePlus Home Warranty)I honestly think they changed names because of the fraud going on. I will provide any and everything you need to have them fully investigated so they can stop doing this to people. Also, I cannot find either company on the ********** ********************** website as a registered business although their address shows as a **********.Preferred Resolution: I would like my $200 check, not a credit and someone out to fix my refrigerator immediately. I'd also like to be reimbursed my claim charge ($75) each time my claim was denied.

  Business Response

  Date: 10/08/2022

  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 refrigerator on 9/13/2022 stating there was inadequate cooling. Due to limited availability of a participating vendor and in an effort to expedite 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. 
  We are currently working on securing a participating vendor for the consumer. We have been in contact with the consumer up to 10/7/2022.
  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: 10/18/2022

  
  Complaint: 18135441
  
  I am rejecting this response because:  It should NOT take a business this long to find service vendors for a service they are charging for.  If we wanted to take the time out to go through many vendors to find our own local vendor, then we wouldn't pay for your service to do this for us. 

  Also, why don't you all have vendors, because as we've found out, no one wants to work with you guys because you are always low balling them on the work they provide, per a past vendors sentiments.  Let's mention, we have done this before in the past and selected our own vendor to have something fixed, then I submitted all the paperwork to be reimbursed and you guys then denied payment.  Although, the repairs were PRE-APPROVED.

  And as always, you failed to address the lack of payment for reimbursement for the washer that was found to be under the service agreement.

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

  Business Response

  Date: 10/27/2022

  Tell us why here...Complaint: 18135441
  We properly addressed this complaint. There are at times, limited availability of participating vendor in certain areas, which we have no control over. The reimbursement process is an option to expedite service as we are not an emergency service. 
  A vendor has been assigned to the claim who reported the unit needs a compressor start relay. The part has been ordered and once the consumer receives the part they may call the vendor to schedule for the installation.
  The claim for the washer was prior to the rebranding of the company. Due to the delays with checks since the rebranding, we offer the consumer 10 months of service in lieu of the check which was accepted on 9/15/2022.
  We sincerely apologize for your negative experience. We request this complaint be closed as answered. For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 10/27/2022

  
  Complaint: 18135441
  
  I am rejecting this response because: The reimbursement process is an option to expedite service as we are not an emergency service, and we don't use your company as an emergency service.  However, reasonable turn around times are expected, not months for a repair nor YEARS for a reimbursement.  

  
  A vendor has been assigned to the claim, two months AFTER submitting this complaint to the BBB.  If I had not submitted this complaint, I'm sure we would have not heard from you guys.   We scheduled the installation of the part and the vendor says it will take 2-3 days for the part to be received, it's been EIGHTS DAYS since we've heard from the vendor.

  
  The claim for the washer was prior to the rebranding of the company, the consumer has nothing to do with in-house matters.  This should never be used as an excuse.  We offer the consumer 10 months of service, that we never get because of similar situations like mentioned above.

  We DID NOT accept the 10 months of service, in lieu of.  Your representative HIGHLY suggested we take the 10-months since it we hadn't receive our cash reimbursement in 2 years for the washer.  She went ahead and applied in attempt to satisfy us.  We would much rather have the cash and not the service, so we can cancel!

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

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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.

  Our account was auto transferred over to ServicePlus Home Warranty from Total Home Protection without our consent or knowledge. ServicePlus auto renewed our plan with out our consent or advising us that our premiums would go up. They charge us our monthly fee but do not provide adequate service on their end. They take forever to answer calls, assign your claim to a company...if at all. The refuse to cancel our "contract" that we never signed with them. Further investigating them, their reviews are horrid. They need to be shutdown! They are fraudulently scamming people!! I tried to cancel my services and they absolutely refuse to do so! Saying we are under contract until May 2023....I never signed a contract with them!

  Business Response

  Date: 10/06/2022

  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 purchased the monthly policy on 4/4/2020 and at the end of each term year the policy auto renews.
  

  XI. RENEWALS AND TRANSFER OF AGREEMENT
  

  B. If you select the monthly payment option and we elect to renew your Agreement, we will notify you of applicable rate and terms of renewal during the tenth month of your Agreement. You will automatically be renewed for a monthly coverage period unless you notify us in writing thirty (30) days prior to the expiration of the Agreement. Your first payment for the next contract term will be construed as authorization for month-to-month charges. SPHW may make a determination during the month-to-month Agreement to increase the monthly payment charges and ************* Call Fee. You will receive notice thirty (30) days prior to any rate changes.
  

  An email was sent which may have gone into the consumers spam/junk folder. We have acceptance of the contract as listed below.
  

  ePolicy Acceptance Date & Time: 4/4/2020 11:28:34 AM
  
  IP Address for eSignature: 96.232.230.138
  eSignature: *************************
  

  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: 10/07/2022

  
  Complaint: 18134833
  
  I am rejecting this response because: The warranty I purchased was with Total Home protection. This company took over/bought out Total Home protection without our knowledge and auto renewed as well as raised our monthly rate with out any communication to us the customer, contrary to what they say. They do not process claims in a timely manner, they assign claims to businesses that do not even work with them! They do not have 1 single good review out there that I have found in my research. When I called to cancel my plan, they refused. I am throwing away $66 a month for a crooked company to basically steal my money and not hold up their end of the deal. yet when customers call to cancel they blame the prior business customer service, which is a ********************** lie!! The bad business started when they bought out Total Home protection!! They have customers who's reviews advise that they have waited MONTHS for refunds and other things. We have waited MONTHS ourselves for them to assign a company to pump our septic...which is an extra we added onto our plan at the time of initial purchase. They say they will reimburse but only up to X amount...which will NOT cover the cost of the service!!! Which is why we added it on to our plan.

  They are a HORRIBLE company with HORRIBLE customer service who TRAP people into contracts that were not even agreed upon to that company, but to the company that they bought out! They need to not be in business!! I have seen that they are not allowed to do business in a few states, well ******** should now be one of them! This is an absolutely horrible, crooked company!!
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 10/17/2022

  Complaint: 18134833
  We properly addressed this complaint. The consumers policy has been cancelled as per the Terms & Conditions of the policy on 10/7/2022.
  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 (**** 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 request this complaint be closed as answered. For further assistance, please reach out to us **************.

  Customer Answer

  Date: 10/18/2022

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