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

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  160 Alewife Brook Pkwy Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  
• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

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:09/12/2022

  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 placed a contract with Service Plus approx. ***************************************** March of 2022 about our air conditioner, after 45 days were assigned a contractor to fix our problem. when i contacted the contractor he told me he declined the work order because he is located in ************* reside in **. when we called Service plus to tell them they said they would get right on it, suffice to say after another 30 days went by and no contractor. when i called to complain again they told me they would find someone. About 5 days later we got an email (at 9:54 am) of a more local contractor with instructions to contact him and schedule a service call. we had errands to run and received a call from the contractor about 40 minutes later who said he was at our home for the service call. As we never scheduled an appt. with him i asked to re-schedule. He told me the service request was already canceled by Service Plus! I called to cancel our policy with Service Plus and was told a refund would be remitted to us within ***** days. It is now almost 60 days since that correspondence. I reached out to them today and was told they would forward it to their billing ***** and to keep an eye out for the refund. This is very frustrating especially since our only request tothem was never resolved. i spoke with other customers of theirs who have had similar problems. this company should be investigated for unscrupulous business practices! Thank you for your anticipated help. Our policy # was *********

  Business Response

  Date: 09/21/2022

  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 applicable refund for both policies was processed on 9/15/2022 to the card on file. The consumer may check with their financial institution for the status of the refund. 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: 09/22/2022

  [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:09/09/2022

  Type:Delivery 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 tried to set up a service call for my washing machine with no luck I have not received a phone call or an email back that I my issue was even red please call me at ************ so I can set up a service call for my washing machine.

  Business Response

  Date: 09/20/2022

  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.
  A consumer may place a claim by calling ************** or go on the customer portal and submit the claim online. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  A claim was placed for the clothes washer on 9/12/2022 stating the unit was not turning on. The consumer was advised this is a pre-existing condition as the policy is not even in effect just yet.  The consumer purchased the policy on 8/19/2022 with an effective date of 9/18/2022.
  II. TERM
  Coverage starts 30 days after acceptance of application by us and receipt of applicable Agreement fees and continues for 365 days from that date. We reserve the right to waive the 30-day grace ****** so long as you provide proof or prior coverage, showing no lapse of coverage, from another home service provider. Waiving of the 30-day waiting ****** is at the sole discretion of us.
  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 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 **************.
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  Had a claim for a washing machine that broke. Claim was approved for $210.00 On May 19,, 2022. ((Claim #******) and as of today 9/9/2022. I did not receive the check. I have called several times and they Will not give me a reason other than its in the accounting department. I do have a list of names and dates of the people I spoke with at service plus home warranty should you need them. Im hoping you can help me Thank you. ******************* Here are the phone numbers I used ************ and ************

  Business Response

  Date: 09/20/2022

  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 **** 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:09/09/2022

  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 2 items that need servicing. They have refused to fix anything in my home. My refrigerator and a fireplace damper. I do not understand why I pay for a service that does not provide me a service when I need it. I want these 2 items approved to be repaired.

  Business Response

  Date: 09/20/2022

  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 9/6/2022 stating there was inadequate cooling.  The participating vendor reported there was a freon leak causing secondary damage to the compressor. As per the policy this is a non-covered condition. 
  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.
  The consumer tried to place a claim for the fireplace and was advised the fireplace is not covered under this policy.
  B. Heating System
  Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
  NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; short to ground components; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components.
  All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  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:09/08/2022

  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 refused to fix my air conditioner stating rust, the unit is 22 years old of course it is rusted, due to covid it was last serviced 2020

  Business Response

  Date: 09/20/2022

  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 8/20/2022 stating the unit was not cooling. The participating vendor reported the unit was missing 7 lbs of freon. The vendor also reported the leak may be from the rusted condenser coils and a nitrogen leak detection would be needed to confirm. 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.
  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:09/07/2022

  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 was misled they told me they were Choice warranty, and they were not Choice and when I Cancelled right away, and they denied that I cancelled the policy, I called Discover the same day and told them that they lied about who they were and i wanted to let them know that I cancelled, and I told them don't let them take the money out and didn't stop the payment, they would not send me any proof of cancellation or anything to proof it was cancelled so I can proof to discover and they kept ****** dollars from me I WANT MY MONEY BACK they robbed me of that money because they know it was cancelled the same day 5/3/2022 ***** the Salesman lied to me about who they were I would have never agreed to this company and when I told them that their words were why would you want to go with Choice, they are a terrible warranty company and I told the that's who I wanted to go with and they kept my ****** dollars I want my money back

  Business Response

  Date: 09/20/2022

  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 5/3/2022 for the promotional rate of $2,250.00 to be paid in 5 payments of $450.00. Our sales team answers the phone as ServicePlus Home Warranty, so we apologize if there was some confusion. The consumer requested to cancel the policy on 5/4/2022. Applicable refunds are processed within ***** business days. We received a chargeback which automatically puts a hold on our refund process while the chargeback company handles the transaction. We can confirm that 1 payment was refunded, but we had to confirm with the chargeback company the status of the 2nd payment. We have just received confirmation that it was not processed back to the consumer by the chargeback company, and we have refunded the 2nd payment of $450.00 to the consumers card on file on 9/20/2022. The consumer should see the refund on the card they provided within the next few business days. 
  We apologize for any inconvenience this may have caused. 
  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

  
  
  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 did get my refund back from the company.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/06/2022

  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.

  DO NOT DO ANY BUSINESS WITH THIS COMPANY. THEY ARE A COMPLETE JOKE. THEY ARE THEVES. THEY STOLE MY MONEY. I PAID MY POLICY IN FULL WHEN I ENROLLED. I FILED A CLAIM BACK IN JAN 2022 AND I HAD TO PAY $75 DIAGNOSTIC FEE JUST TO SCHEDULE A DIAGNOSTIC VIRTUALLY. IT WAS DETERMINED IN JANUARY THAT THEY COULD NOT REPAIR THE REFRIGERATOR AND THEY ADVISED ME BACKED ON THE DEPRECIATION VALUE FOR THE REFRIGERATION THEY WOULD BE SENDING ME A CHECK FOR $300. I HAVE CALLED OVER A DOZEN TIMES AND EVEN SPOKE WITH DIFFERENT SUPERVISORS REQUESTING MY $300 AND THEY KEEP TRYING TO GET ME TO USE THE $300 TO RENEW MY POLICY AND I KEEP TELLING THEM THAT I DO NOT WANT TO RENEW MY POLICY BECAUSE I HAVE NEW COVERAGE AND I JUST WANT MY $300. STILL AS OF TODAY I STILL HAVE NOT RECEIVED MY $300. I KEEP GETTING EXCUSE AFTER EXCUSE. THE LAST TIME I CALLED AND REQUESTED TO SPEAK WITH A SUPERVISOR AND I SPOKE WITH ******* A SUPERVISOR THAT CLAIMED TO HAVE THE AUTHORITY TO GET A RUSH ON MY REFUND ON AUGUST 26TH AND AS OF TODAY STILL NOTHING. I JUST CALLED THEM AGAIN AND SPOKE WITH ***** AND I WAS ADVISED THAT THERE IS A DELAY ON MY PAYMENT??? REALLY??? HOW??i HAVE BEEN ASKING FOR THIS MONEY SINCE JANUARY. WHEN I ASK WHY IS THERE IS A DELAY THEY NEVER KNOW. ALL THEY ARE SCRIPTED TO SAY IS THAT THEY WILL SEND SOMETHING TO BILLING AND HAVE THEM CHECK INTO THIS ISSUE, SHE OFFERED ME ANOTHER SUPERVISOR CALL BACK WHICH WOULD BE THE 3RD SUPERVISOR CALLBACK REQUEST. i TOLD HER NO MA'AM I DO NOT WANT A SUPERVISOR CALL BACK I WANT TO SPEAK WITH SOMEONE IN BILLING. I WAS TRANSFERRED TO A CUSTOMER SERVICE SUPERVISOR BY THE *** OF ****** AND HE ADVISED ME THAT HE COULD NOT GIVE ME COPORATE NUMBER BUT COULD GIVE ME THE ***** ADDRESS OF ********************************* AND PUT THE CLAIMS NUMBER IN THE SUBJECT LINE. I KEEP TELLING HIM THAT IS NOT SUFFICIENT AND I HATE TO INVOLVE AN ATTORNEY BECAUSE I CAN ASSURE YOU THAT IT WILL COST THE COMPANY A LOT MORE THAN $300. CL#******.

  Business Response

  Date: 09/15/2022

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects 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.  The consumers check was processed and mailed 9/12/2022 through USPS.
  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:09/06/2022

  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.

  Second Issue FAILURE TO ASSIGN SERVICE TECHNICIAN TO PERFOM WORK On August 22nd I called in a ******* Request to have my garage door opener fixed. On August 22nd I received an email form ******* Plus notifying me that my Garage Door Opener Pad was not covered under my policy. No where in the email does it say my claim was denied. On August 25th I contacted ******* Plus after not having a technician assigned to repair my garage door. I was told by the **************** Rep. ******* Plus contacted me in an email stating my claim had been denied. Once again I had to explain to the **** There was no where in the email stating the claim was denied. It only states, you do not cover the opener Pad. I had to tell the *** and later the Supervisor who reopened the claim, I have no idea why the garage door wont open. September 2nd - It has been 12 days since I submitted my initial claim for my garage door. I have received 2 emails from ******* Plus offering for me to go out and get my own repair technician. In an email, August 26th, ******* Plus suggests that I go get my own contractor and SP will reimburse me in 30 business days. Its been 4 months and you still have not reimbursed me for my garage door that I paid out of pocket on May 17th! I am still waiting for you to assign a technician. I live in *******, ** where there is a population of over 390K people, not including the surrounding areas. Your ***s keep telling me you cannot find someone to assign my claim to. Today, September 6th. No one from ******* Plus has responded to my Mediation email. I was told be a Customer Svc. Mgr. on the phone my $75 fee would be waived for this call. I want to have my claim assigned to a service provider and my garage door fixed.

  Business Response

  Date: 09/16/2022

  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 consumer accepted reimbursement on 9/7/2022. We are currently waiting for either the paid invoice for the preapproved authorization amount or if over the preapproved authorization amount to speak to the consumers vendor to get a complete diagnosis. Once we have either, we can proceed forward with the claim. 
  All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. 
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any questions, please contact me at **************.
  
  

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17922414
  
  I am rejecting this response because:

   

  The vendor is incapable of assigning contractors to perform work in my market. This is the second time the Service Plus has offered REIMBURSEMNT because the are unable to find a vendor that will work with them. I have not scheduled a contractor, because I AM STILL WAITING FOR REIMBURSEMENT FROM REPAIR WORK I PAID OUR OF POCKET FOR ON MAY 17, 2022 AND HAVE NOT BEEN REIMBURSED BY SERVICE PLUS. 

  This is a scam. The vendor has the consumer assume payment upfront and then delays and or denies full payment of the services rendered.

   

  When will I receive my reimbursement check from May 17th so I can schedule the Garage Door Repair?
  
  
  
  Regards,

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

  Business Response

  Date: 09/26/2022

  COMPLAINT ID: ********
  We properly addressed this complaint. We are currently waiting for the diagnosis in order to proceed forward with the claim. We request this complaint be closed as answered at this time.
  For additional assistance, please reach out to us **************.

• Initial Complaint

  Date:09/03/2022

  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 canceled my policy ********* on 4/20/22 and received a phone call this week asking for my Aug. ********************************************************** and they never closed my policy. I spoke to a manager name ******* on 9/2/22 and he said he couldnt find anything in the system of me canceling in April 2022, I told him that I spoke to L on 4/20/22 and told her to cancel my policy, I spoke to ******** in 4/21/22 and told her the same thing. I previously put a complaint with BBB back in April ***************************************************************************************************************** the charges from 5/22 for $40, 6/22 for $34, and 7/22 for $34. Please help with resolving this issue. The manager ******* that I spoke to was from the **************** I also never received the confirmation email to ****************** email.

  Business Response

  Date: 09/12/2022

  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 was refunded back to the card on file for $40.00 and two payments of $34.00 each on 9/6/2022.
  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:09/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10th I submitted a claim on my ** refrigerator that was not cooling. Within a day my refrigerator stopped cooling entirely and I lost all the food in my fridge and freezer. I have been without my refrigerator since. The claim was assigned to a telephone diagnosis. I had the appt that day. Then they setup for a technician to come to my house to do an in person assessment and take my refrigerator apart and take photos. That technician did not submit the paperwork until a week later as he forgot. The claim was then assigned to a company. This company did not contact me. I finally contacted them and they said they don't work with warranty claims. Why ServicePlus assigned it to a company that doesn't work with warranty claims is ridiculous. This same company actually called me back a few minutes later and asked if I wanted them to do the work for their rate + parts. Completely unprofessional. I called ServicePlus and they reassigned the claim again. The company never reached out to me. I called and e-mailed. They didn't respond. I finally got them on the phone today. They had no claim. I got them on the phone with ServicePlus and according to the new company they need to receive work orders in a certain format - ie directly to their system not via e-mail. SP can't send it that way. How does SP not know this? How can they assign the claim to a company that can't accept claims? To me it seems they're intentionally trying to run out the clock for a claim being open and not fix my refrigerator. They said they will reassign my claim again. I just want my refrigerator fixed. It's been almost a month without it and that's ridiculous.

  Business Response

  Date: 09/12/2022

  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 8/10/2022 stating there was inadequate cooling. Due to limited availability of participating vendors we offered the consumer a virtual diagnosis. The vendor reported a vendor would need to be sent to the home to inspect the unit. A participating vendor was assigned to the claim on 8/12/2022 who then reported they are an appliance vendor but do not work on sealed systems. 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 invoice. This offer was neither accepted nor rejected. We were able to assign a participating vendor on 9/6/2022 and we are currently waiting on the diagnosis in order to proceed forward with the claim.
  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: 09/21/2022

  
  Complaint: 17900321
  
  I am rejecting this response because:
  
  The claim continues to be unassigned. They have not fixed my refrigerator. I'm going on six weeks now without a refrigerator. 
  
  Regards,
  
  ***************************