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 has 8 locations, listed below.

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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

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  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:09/26/2022

  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.

  Requested Service on Air Conditioner 6/19/22, 6/21/22 Service Plus was unable to supply contractor to repair A/C. Called local A/C contractor and repaired unit $341.00. Submitted claim to Service Plus, Approved claim only for $250.00 6/28/22. indicating a 6 to 8 week delay receiving check. now after 8 weeks, I have called 7 times asking for check, Service Plus tells me that a check is being processed, its now ******************************* our conversations they tell me they would have someone call me , No call I'm very dis -pleased with Lies Contract # *********

  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.
  Due to the effects caused by the pandemic and the rebranding of the company, there have been some delays with checks which we are aware of and working diligently to resolve. 
  We apologize for any inconvenience this may have caused.  In an effort to resolve this complaint we will expedite and mail the check within **** business days. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 10/07/2022

  
  Complaint: 18129279
  
  I am rejecting this response because:
  
  
  
  Regards,
  i personally have spoken to Service Plus 15 times, I now request a refund of the contract a pre-paid amount of $1172.00 for periods 05-08-2021 thru 11-08-2024 , Along with the $250.00 already submitted,  The contract has been

  breached because they were unable to provide service as specified in the contract. I'm sorry they have a organizational problem they are a Business, I have lost confidence in their ability to provide future service. Thanks

   

   

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

  Business Response

  Date: 10/17/2022

  Complaint: 18129279
  We properly addressed this complaint. The consumers check was mailed 10/12/2022.
  We request this complaint be closed as answered at this time. If the consumer would like to cancel the policy as per the Terms & Conditions, please reach out to us **************.

  Customer Answer

  Date: 10/17/2022

  
  Complaint: 18129279
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *******************

  Customer Answer

  Date: 10/26/2022

  [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:09/23/2022

  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 June of 2020 I was looking at warranty companies, I came across 2 different ones, for a week they vyed for my business. In the end I went with said business, because I was offered 35 a month to pay it, and 45 service fee and could cancel anytime. Later that year (not sure exact date) our furnace had an issue where it wouldn't stay lit. We filed a claim was told it wasn't in their policy to fix the issue so we had to pay out of pocket. I felt like that wasn't right for me to pay them and be told it wasn't in their policy to fix it. I called and told them that and tired to cancel it, they didn't they gave me a few months for free instead. I called back a few months later and tried again to cancel it. They didn't listen again. I am dealing with health issues so I didn't do much for awhile because I was dealing with hospital and clinic visits. I tried to cancel again and they gave me free months again! Being that they have told me several times they couldn't fix something I looked for another company. I called again asked how I could cancel and they ignored me again, gave me a few months free, ( next payment Oct 2022) and a free service call (which never happend) the last claim I filed I was told they couldn't fix it and it was denied, when I kept calling (3 days in a row) because I kept getting a run around, I kept saying I wanted to cancel and after a long 3 days and 7 diffrent people talking to me I was told they would fix it for me as a courtesy for being with them for so long. I called back today Sept. 23 22 and tried to cancel again and was told for the first time I was locked into a 3 yr agreement so they can't cancel until Jun of 2023. Why are they just now telling me this? It isn't on thier policy either. My policy # is *********. I am writing them to ask for a cancelation but it should have been canceled a long time ago! I am also writing the insurance commitionar. I need them to cancel like I keep asking. It really shouldn't be this hard to do so.

  Business Response

  Date: 10/05/2022

  
  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for the heating system on 2/3/2021 with no explanation of the failure. A participating vendor reported the secondary heat exchanger is clogged up. The vendor also reported the unit is still under the manufacturers warranty. 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.
  The consumer requested to cancel the policy on 6/23/2020. In an effort to retain the consumer we adjusted the monthly fee cost, which was accepted.
  The consume placed a claim for a clothes washer on 12/21/2021 stating the unit was not advancing through the cycle. The participating vendor reported the motor coupling failed and the claim was approved for repair. 
  The consumer placed a claim for a clothes washer on 7/29/2022 stating the door was not closing.  The participating vendor reported the door boot seal failed. As per the policy this is a non-covered condition. 
  D. Clothes Washer
  COVERED: All components and parts, except:
  NOT COVERED: Soap dispensers; removable minitubs; filter screens; k**** and dials; doors, door seals and hinges; glass; leveling and balancing; damage to clothing; commercial units; noise without a related mechanical failure; conditions of water flow restriction due to scale, rust, minerals and other deposits.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  In an effort to assist the consumer we authorized goodwill towards the repair to be paid directly to the vendor. 
  The consumers account is currently in a past due status. As per the Terms & Conditions of the policy there is a 10% administrative fee to cancel the policy.
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund for the unexpired term, less a 10% administrative fee and any claims paid. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.  
  In an effort to resolve this complaint, we have cancelled the consumers policy as of today and will waive the 10% administrative fee. No refund is due. 
  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:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ask for warranty work on heater. They did not fix. Then ask to cancel and refund. They refused.

  Business Response

  Date: 10/03/2022

  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 account was cancelled on 9/28/2022. A full refund will be processed within ***** business days to the card we have on file. In an effort to resolve this complaint we have requested the refund be processed within ***** business days from this response. 
  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: 10/03/2022

  [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:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company for a year with my old home and never had to file a claim. When I moved to my new home they made me cancel my old policy and open a new one. My new policy # is *********. My dryer broke over 2 months ago. Service Plus said they would pay $200 towards the repair and I would pay the difference. I agreed. They sent a repair company out and they said I needed a new motor. Then the repair company said I needed to pay $150 for the part. I paid them and they came out and the repair man said that he needed a different part. That was over 2 months ago. I tried calling the repair company and they do not return my calls. I have called service plus over a dozen times and they keep telling me the same thing that they put an urgent call into their service company. Two months in a family of 4 without a dryer has not only been inconvenience but costly at the laundromat. When I first went to file a complaint with you, on your website you gave me an email of their resolutions department. I emailed them and they said they couldn't help me I need to speak to customer service. At this point I do not know what to do and I need your help. Ultimately I want my dryer fixed. If they do not want to send somebody then I would like a refund of the $350 I paid them for the service contract plus the $150 I paid the repair company that they had me contact.

  Business Response

  Date: 10/04/2022

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes dryer on 7/5/2022 stating the drum was not spinning.  The participating vendor reported the blower housing, idler arm assembly with pulley  the lock blower housing and the idler arm spring failed. 
  With multiple component failures it was determined the unit did not enter the policy on the effective coverage start date of 7/1/2022
  I. BASIS FOR COVERAGE
  B. Are in place and in proper working order on the effective date of this Agreement;
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  In an effort to assist the consumer we offered $200.00 goodwill to be paid the vendor towards the repair on 7/20/2022. 
  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:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service plus never sent a technician to fix my electrical issue! Promise to send a technician but never did!

  Business Response

  Date: 09/26/2022

  COMPLAINT ID: ********
  

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

  Due to 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 consumers vendor reported there was a fire at the meter and burned the enclosure and wires which supplied the home. As per the policy this is a non-covered condition.  
  

  V. COVERAGE
  

  I. Electrical System
  

  COVERED: All components and parts, except:
  

  NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  

  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.
  

  This failure needs to be submitted to their homeowners insurance.
  

  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 me at **************.
  
  

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Serviceplus home warranty on 5/01/2022 for HVAC issue. We agreed upon a settlement of $300. Serviceplus said it will take 4-6 weeks for the check to be mailed out. It is 9/16/2022 and nothing has came in all they keep saying when I call is that the check is on its way or they have talked to billing department to issue the check please help me with this

  Business Response

  Date: 09/26/2022

  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 of the pandemic and the rebranding of the company, there have been some delays with checks.  We are aware of these delays and are working diligently to resolve them.  
  We apologize for any inconvenience this may have caused. In an effort to resolve this complaint we will expedite the check within **** business days. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.
  
  

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number Claim Item Problem Description Claim Status Assigned Vendor Placed Date Action ****** Water Heater No hot water CLOSED Customer 09/06/2022 ****** Air Conditioning Other CLOSED Aston 04/27/2022 Claim Details Status CLOSED Claim NO.****** What is the best phone number to reach you in reference to this claim?********** Make Ruud ITEM Water Heater Serial Ru ********** Model Pe66-2 B Last Date Working Not specified.Problem Description No Hot Water Claim Note We Took A Shower In The Early Morning On September 5 And Went To Take One This Morning September 6 And No Hot Water Attached Images ImageAdded byDate ********************/06/2022 ********************/06/2022 09/09/2022 Upload an image Notes There are no notes on this claim yet.Track your technician Assigned Technician Customer Phone Number ********** Claim Details Status CLOSED Claim NO.Not specified.What is the best phone number to reach you in reference to this claim?Not specified.Make Not specified.ITEM Air Conditioning Serial Not specified.Model Not specified.Last Date Working Not specified.Problem Description Other Claim Note Won't Start Attached Images ImageAdded byDate 05/02/2022 05/02/2022 05/09/2022 05/09/2022 Upload an image Notes MessageStatus RECALL PLACED - SWO resent to most recent vendor. Service Call Fee has been waived.Free SCF provided Your claim has been assigned to . They can be reached at ********** or ********************** Please contact the service contractor directly to schedule a mutually convenient appointment. Upon the technicians arrival you will be required to pay a $0 service call fee.If you have any questions or concerns, please contact **************** during normal business hours at*************.I have asked many times where in my contract it states the items are not cover completely and have even given them my contract and can not get an answer and even the check from June 2022 for even part of the payments as of 9/16/2022

  Business Response

  Date: 09/26/2022

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a water heater on 9/6/2022 stating there was no hot water. Due to limited availability of participating vendors and to not delay service, the consumer was offered to go through reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us prior to any repairs to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vender reported the water was coming from the top and from the bottom which was rusted out. As per the policy this is a non-covered condition. 
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  All claims have been properly serviced in accordance with the Service Agreement - 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: 09/26/2022

  
  Complaint: 18034460
  
  I am rejecting this response because:

   

  The are to send me where my contract states that which I do not see.

   

  They, I am assuming, purchased the company I had and I do not see that information in my contract.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/06/2022

  COMPLAINT ID:  ********
  

  We properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.   All home service contracts have inclusions as well as exclusions. In this case the water heater failure was as a result of a non-covered condition.  
  

  A copy of the policy has been sent to the consumer. They can locate the exclusions under ********************************** Heater and also further down under Section VII. General Limitations of Liability Letter A. 
  

  We sincerely apologize for your negative experience. We request this complaint be closed as answered. For further assistance, please reach out to us **************.
  

  
  

  Customer Answer

  Date: 10/07/2022

  
  Complaint: 18034460
  
  I am rejecting this response because:

   

  The contract they sent me is not the contract I signed up with as I signed up with a different company "TOTAL HOME PROTECTION" that it appears these folk purchased and are now trying to tell me that their contract is what I am subject to.

   

  There was a payment for a different claim in June and I still haven't received it.

   

  This is not how I believe business is to be conducted.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted two separate claims for reimbursement. Both have been approved; neither has been received. One is from a year ago. The other is over three months ago. I keep getting promises. I would like to get money.

  Business Response

  Date: 09/23/2022

  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 of 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 for both claims 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:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have aHome Warranty contract with ServicePlus. I filed a Claim (#******). the resolution of the claim involved me to prepay a repair from a contractor that ServicePlus committed to reimburse to me. Back in June, ServicePlus told me the check was going to be sent within 4-8 weeks. we are now in September and despite many phone calls and email, I still have not received the check. ServicePlus **************** does not answer the phone. I recommend others not to give any business to this company.

  Business Response

  Date: 09/23/2022

  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 of 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:09/13/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim April 26, 22 I purchased a platinum home warrant from this company in July 21 thru Jan. 25 for peace of mind.My health isn't the best so I thought if something were to happen to me my wife would have one less worry.The person selling this product over the phone lead me to believe that if the warranty company couldn't fix the warranted item they would replace it.Never once did he mention they depreciate items!He was so pleasant to speak with that I trusted what he was telling me. My first mistake!I elected to make the full payment of $1,350.My second mistake!The contract has to be downloaded to read!In April of 22 my 4 1/2 year old $3,600. refrigerator needed repair.I called ServicePlus Home Warranty to make a claim, they gave me a claim number and said a technician would be in touch within 48 hours.After me calling them several times in the days after the 48 hour time period, they stated they couldn't find a technician in my area!Fed up I called again and spoke to someone named Sunshine, she gave me the name and phone number of an appliance repair person close to my area. I got online to get reviews on the *** and decided per the reviews that it wouldn't be wise to allow them in my home.I only wish that I had checked the home warranty reviews with the BBB.I'm running out of characters so I need to finish up.I found my own appliance repair *** which was allowed.They diagnosed the problem and gave me a price to repair it. $638.72.I sent the price to the warranty ***, several days later they called and told me that they depreciated the refrigerator and would give me $200.,I told them they were out of their minds!Eventually they agreed to $400. on May 5th, 2022, said I would receive in 8 to 12 wks.Today is 09/13/22, after many aggravating phone calls to them, I still don't have a check for $400..Their famous line is: " I will contact billing and see if I can speed things up, and it's in the next batch to go out"!I want my $400!

  Business Response

  Date: 09/23/2022

  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 of the pandemic and rebranding of the company, there have been some delays with checks. We are aware of these delays and are working diligently to resolve them. 
  We apologize for any inconvenience this may have caused. In an effort to resolve this complaint we will expedite 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 **************.

  Customer Answer

  Date: 09/23/2022

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