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

  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

• 

  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/31/2022

  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 July 18, 2022, I called Service Plus to fix a broken A/C unit. Claim #******. Even though the email message stated that a contractor was assigned, no one showed up for 10 days. When I call the contractor *********** that was assigned, they would say that no work order was received. This went on for 1.5 weeks. on July 26, the contractor showed up. He verified that the freon was low however, he did not check for leaks. He added 2 pounds of freon and left. One week later, the freon leaked out and I called again for service on August 4, 2022. I have been calling with no response to when a contractor will be assigned. As of today, no one has been assigned to fix the issue. I called every other day and they said the manager would call in 48 hours, no one has called since August 4, 2022. They gave wrong phone numbers to the management team knowingly, to further delay the process. Before Calling for service On July 18, 2022, I verified my benefits and they told me that all I had to do was to pay the service call of $75 and that I would not need to pay for freon as a disabled veteran. Now that I am following up on the claim, they are now saying I should pay for freon and that I owe a balance. My neighbors who also uses this service never had to pay for freon. This was the only reason I signed up for service. The only communication is from an email, no one to call to verify and confirm what is going on.My policy number is 787001691.The company is using a blocked/spam number and when I do answer, the phone hangs up after 5 seconds. No further contact was made by the company. I keep calling every day, only to be told that hat someone will call in 48 hours. It has been 6-weeks without air conditioning.

  Business Response

  Date: 09/09/2022

  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 7/18/2022 stating there was inadequate cooling. The participating vendor reported the unit was flat on freon and did not see where the leak was coming from. As per the policy a leak detection is needed which is a non-covered condition
  V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  We do have a promotion for veterans which is the cost of the policy although not the Terms & Conditions. This consumer is part of our veteran discounted promotion for the cost of monthly fees. We at no time offer free freon to any consumer.  As per the policy we cover up to $10.00 per pound of freon which we have authorized to the vendor. 
  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. 
  
  

  Customer Answer

  Date: 09/12/2022

  
  Complaint: 17806768
  
  I am rejecting this response because:
  
  

  The facts remained the same.  I called ServicePlus on August 4th to say that the air conditioning unit has stopped working again.  The fix was not completed until September 10, 2022.  Every time I called, ServicePlus said the issue was escalated and I could not get anyone to dispatch a new work order. My call log within ServicePlus has detailed record on the days and times I called begging for service.  Often times it was 95+ degrees outside.

   

  My attorney drafted a letter demanding response and it was only then that someone in the company decided to take on the issue.

  
  Very bad business model.  This was not an issue about payment, but about service.  There is a difference.  I think that it is important that the public knows exactly what they are getting for the service they are paying for.

   

  This c
  
  Regards,
  
  *************************

  Business Response

  Date: 09/21/2022

  Complaint: 17806768
  We properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.  
  We sincerely apologize for your negative experience, but we are not an emergency service which is why we have the option of going through reimbursement to expedite service.
  The consumer purchased a 1 year policy term with monthly payments of $40.00 on 5/13/2022. The consumer requested to cancel the policy during the policy term on 9/22/2022.
  In an effort to assist the consumer we refunded 1 monthly payment on 9/2/2022 and waived the $50.00 administrative fee.
  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
  We request this complaint be closed as answered. For further assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 10/12/2022

  
  Complaint: 17806768
  
  I am rejecting this response because:

  The Company is being dishonest.

  ServicePlus cancelled my contract without fixing the issues. Both A/C units are not operational as we speak.   Service request was opened in July 2022.  It is impossible to say that I was not patient.  The cancellation was not mutual. According to their policy, they would cancel the policy if a customer filed a complaint or lawsuit.  Clearly, they are not in the business of providing customer service.  No Notice was given.

   

  CANCELLATION
  A. This Agreement may be cancelled by SPHW for the following
  reasons: (i) nonpayment of Agreement fees or other breach of this
  Agreement by the customer; (ii) nonpayment of ************* Call
  Fee, as stated in section IV; (iii) fraud or misrepresentation by the
  customer and/or customer representative of facts material to
  SPHWs issuance of this Agreement; (iv) any complaint, lawsuit,
  or claim made by the customer; or (v) a change in laws or
  regulations that has a material effect on the business of SPHW or
  SPHWs ability to fulfill its obligations under this Agreement

   

  They denied the claim based on their opinion that the leaks were a result of rusts and not mechanical.  After two months of waiting, they denied the claim and cancelled the policy.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/27/2022

  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 a 6 year contract with Service Plus Home Warranty. On 5/16/22 they approved a check to be sent to me for a Washing machine that they deemed nonrepairable. They told me I would get my check within 6 - 8 weeks. It has now been over 3 months. I have repeatedly called them and each time I have been promised that the check would be mailed out by the following Friday. I have still not received the check.

  Business Response

  Date: 09/08/2022

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects 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. 
  The consumers check was processed and mailed on 9/6/2022. We apologize for any inconvenience this may have caused.   
  We have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.  If you have any further questions, please contact us at **************.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for a Home Warranty in Oct 2021 when we moved into this home. We anticipated that sometime in the future there might be issues with the A/C units due to their age. When one of the units failed over the summer, we filed a claim with Service Plus for a repair. The technician diagnosed that the unit is too old to repair and needs to be replaced. We had a second technician from a different company diagnose the issue and had the same results. Service Plus denied the claim under the guise that the issue is not normal wear and tear so it is not covered under the warranty. We asked for a more complete explanation as the unit is old and the only option is that this is normal wear and tear and we received no response. We attempted to escalate this issue with multiple departments and people with Service Plus to no avail. They are extremely slow to respond, if at all. They don't provide any information. It seems they will do everything possible to not pay on a claim. Based on my experience, this is a terrible company that shouldn't be in business. They actively make false calms when selling their product and then don't fulfill their part of the contract. Legal action should be taken to compensate all the people they have scammed.

  Business Response

  Date: 09/08/2022

  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 an air conditioner on 6/22/2022 stating there was inadequate air cooling. Due to limited availability of participating vendor and to expedite service, we offered the consumer 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 invoice. The consumers vendor reported the compressor shorted to ground. As per the policy this is a non-covered condition. 
  V. COVERAGE
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  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:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Servicepluse fail to provide technician on my issue. This is my second claim. On my first claim, they asked me to find my own technican which I did and they said they will reimburse my payment which I never receive the check and during the process, I never know if my claim has been approved or denial. And I have no choice but just ask technician to fix my issue.On my second claim First, they assigned the company who do not have contract with them which take more than a week to assigned. I called numerous call to try to get assigned till I threaten to cancel the policy. Someone called **** take my call and assigned the company who do not have contractor with them. After diagnosed and back and forth, they said they will reassign technician. Another week go, which I called almost twice a day to try to know the reassign process. Again, no luck till **** took the call again. yap this time he assigned someone again. Then the technician come and diagnose and upload everything to Servicepluse in fornt of me before leaving. This happened on Sunday. On Monday, I followed up with and they told me they did not receive anything from techniican which is ridiculous. I got called back from technician said they are most like denial my claim and not paying anything. I called serviceplus and they still saying nothing on record and I decided to cancel the policy which they said took 30 days to PARTIAL refund (NOT FULLREFUND) and they are not going to pay my previous claim even during that time I was covered. When I purchased the policy, the sales person said if I am not satisfied what they doing and if the fault was on them, I should get the full refund which is not true and Serviceplus regional manager which is the last person I talked to say he DOES NOT care what sales person say. On 8/25/2022, I did not see the refund coming in my card and called serviceplus back again and they told me to wait another 24 - 48 hours same excuse as before. and I NEED MY REFUND back.

  Business Response

  Date: 09/06/2022

  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 consumer placed a plumbing system claim on 5/20/2022 stating there was a leak in the home.  In an effort not to delay service, the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come 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 consumers vendor reported the wax ring needed to be replaced. The consumer was advised this was an authorized claim and to send in a copy of the paid receipt. To date we have still not received a copy of the paid receipt. 
  

  The consumer placed a water heater claim on 7/10/2022 stating there was limited hot water. Due to limited availability of participating vendors the consumer was advised of reimbursement. A participating vendor was assigned on 7/23/2022. The consumer advised on 7/25/2022 that the vendor had been out to the home so we called the vendor to get the diagnosis. We were in the process of getting the diagnosis from the vendor and the consumer requested to cancel as per the Terms & Conditions. The applicable refund was processed back to the card on file on 8/25/2022.
  

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

  
  

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17767994
  
  I am rejecting this response because: This company did not provide anything useful but just using the official response as other complaints I see on BBB passed complaint. 
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/15/2022

  
  Complaint: 17767994
  We properly addressed this complaint. The consumers account is cancelled and the applicable refund has been processed on 8/25/2022 back to the card on file. 
  We have repeatedly requested a copy of the paid receipt for the plumbing claim be submitted which the consumer has refused to send. The consumer may send a copy of the paid receipt to ************************************ 
  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: 09/15/2022

  
  Complaint: 17767994
  
  I am rejecting this response because: The plumbing claim has been sent and someone from Serviceplus has been contacted me for approval. I called and got confirmed from customer service agent that my reimbrusement was on the way when I had issue on my second clami

  They are lieing for sure about refusing submit my claim. 
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/22/2022

  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 used my home warranty service when my dryer stopped working. As the dryer was not able to be fixed the warranty company indicated they would be sending a check to help cover the cost of a new dryer, as per my contract. I waited several months as this was during a time businesses were still running behind due to the pandemic. I called to find out what was the delay and was told as they had been purchased by another company it was an oversight and the check would be getting mailed immediately. I continued calling when I still had not received the compensation due only to be given additional excuses and reasons why this had not been settled. I finally stopped calling when every time I called a new ticket for fixing my dryer was opened instead of the request getting escalated like I was being told. Per the information on BBB website I contacted their mediation department to get this resolved on Aug 4th. I was told a check would be sent within 10 - 15 business days. As it's already passed 10 days and past history has shown this company does not hold to their promises, I am now requesting the BBB to assist me with this claim

  Business Response

  Date: 08/30/2022

  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. 
  

  A check for the dryer claim was mailed 8/24/2022. We apologize for any inconvenience this may have caused.   
  

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

• Initial Complaint

  Date:08/21/2022

  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.

  Purchased a "Home Warranty" policy through this company after helping our ********* family purchase a new home. We had, & still have, a issue with the garage door opener not working properly. After a couple of weeks they finally sent a number of a company to my son. He called & that company said they haven't "worked for" Service Plus in over a year because Service Plus would not pay the company for the work they did. Garage door is still not working right. Next issue started 05 July 2022 - that was the last day the A/C unit was functioning. Called about that & waited for a response. My son has a family of five - three children & two adults - all without any cooling, in Alabama, in the middle of summer. My son finally had to take out a loan & have a new unit installed. A Service Plus member (the one who set the policy up with me) said they would work with me regarding any i problems. I have called him several times & was promptly handed over to someone else, who, of course, gave me the run around. I'm about 100% sure that when & if they call/email we'll get another bought of the run around & hope that we will just give up. Thank you for your ******************** of our situation.

  Business Response

  Date: 08/30/2022

  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 garage door opener on 6/22/2022 stating the door goes down but then opens again. During the initial claim questionnaire when asked the last time the unit was working properly the consumer advised 6/1/2022.  The consumers policy became effective 6/15/2022. The consumer was advised that this was a non-covered condition of the policy as the unit failed prior to the effective date of the policy. 
  

  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.
  

  In an effort to assist the consumer a participating vendor was assigned on 7/7/2022.
  

  The consumer placed a claim for an air conditioner on 7/6/2022 stating the unit had inadequate cooling. During the initial claim questionnaire when asked the last time the unit was working properly the consumer advised 7/2/2022. Due to limited availability of participating vendors and to not delay 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 to the consumer upon receiving a copy of the paid invoice.  The consumer rejected this offer. A participating vendor was assigned on 7/11/2022. 
  

  On 7/19/2022 we received a chargeback which automatically cancels the consumers policy for non payment of Agreement fees,  as per the policy. 
  

  XII. CANCELLATION
  

  A. This Agreement may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of ************* Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to SPHWs issuance of this Agreement; (iv) any complaint, lawsuit, or claim made by the customer; or (**** 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.
  

  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:08/20/2022

  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 am very frustrated. I filed a claim last year (3/11/2021, Claim# ******) for my dishwasher that is still unresolved. I have called well over 13 times to rectify this matter. ServicePlus agrees it owes me and has authorized to send me a check for $185 but I have not received any check. Every time I call customer service I get the same answer - "We agree to send you a check for $185. I am sending this over to the billing agency now. I am escalating this matter because of the length of time you have been waiting." but the result has always been the same - no check has arrived. I have been patient with ServicePlus (formerly Total Home Protection) for more than 1-year because the kept saying the right words when I called in to talk to them about it. Unfortunately, the words were not backed up with the right actions.I paid a lot of money to have service protection on my appliances but on the matter of my dishwasher, I am not being served.Furthermore, before filing this complaint with the BBB, I sent an email to ************************************ for resolution, as requesred. I heard nothing back from them for one week.Please resolve this matter promptly. Thank you.

  Business Response

  Date: 08/29/2022

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

  Customer Answer

  Date: 09/07/2022

  
  Complaint: 17745755
  
  I am rejecting this response because: the words were good and right but the actions that were promised failed. It is now September 7th, nine days after the company promised to send a check within 5-7 days. This gave them two days delivery time after their latest promise of check mailing. I have not received the check yet. The company has failed yet once more to honor their promises of good faith service. This company has not lived up to the reputation that they espouse. I reject their response.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/15/2022

  Complaint: 17745755
  We properly addressed this complaint. The consumers check for the dishwasher was processed and mailed on 9/6/2022 through USPS.  
  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: 09/25/2022

  [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.
  

   

  The check arrived on the ************* believe.  Thank you for sending it.  This matter is finally closed satisfactorily. 

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

• Initial Complaint

  Date:08/19/2022

  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 purchased my contract with Service Plus over two month ago. My AC was working fine until this past Saturday. Then it went out. I had had them later on that day to file claim. They had told me that it will be ***** hours, it could be sooner. So I said ok. Then I called them on Monday and still the same thing, on Tuesday they told me that the technician that was assigned to me had canceled. I had told them that this is not right. They even said that I will get technician later on that day, if not then then Wednesday. This place offers the lowest payment for everything in your house, but also has the worst customer service, reimbursement area is joke as well. I do not see how they are listed in top 10 for home warranty. They are fool of excuses and broken promises. Now I see why they changed their name from Total Home Protection, and why they got sued sued last year by ****************** Attorney last year. When I had American Home Shield I never had to pay anything out of pocket for repairs, Just the service fee. I rate this company at zero stars. Service Plus yeah they sure will take the money for the monthly payment, but will not do their actual when comes assigning a technician. Why should any consumer that has a valid policy, pay out off pocket, and why do I have to their job by finding a an AC Tech of my choice, that is their job. My AC is fixed now, the company that came out, their representatives told me to drop Service Plus. I sure will.

  Business Response

  Date: 08/22/2022

  Complaint ***********
  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.
   Please be advised that we have no record in our system for this consumer being a contract holder. We have checked by name, address, email address and phone number and nothing is coming ** in our system. If the consumer can provide a contract number in order to locate them in our system, we can respond to this complaint accordingly. 
  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 **************.
  
  

  Business Response

  Date: 08/29/2022

  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 8/13/2022 stating there was inadequate air cooling. Due to limited availability of participating vendors and to expedite service, we offered the consumer 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 in order to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid invoice. The consumer was advised on 8/19/2022 to have the vendor contact us regarding the failure and to submit the invoice received. We still have not received the diagnosis or a paid receipt. The consumer may send a copy of the paid receipt for review to ************************************ to see if assistance can be provided. 
  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:08/17/2022

  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.

  Bought warranty. Have filed two claims which have been approved in January 2022 and May 2022. I was told it would *********** to 8 weeks to process checks in amount of $300 each claim. To date I have received nothing but excuses why they have not issued the two checks totaling $600.

  Business Response

  Date: 08/26/2022

  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 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 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: 09/06/2022

  
  Complaint: 17731629
  
  I am rejecting this response because: I want to know when the checks will be sent.  I would like to know how to track these checks when they are mailed and notified when the checks are actually printed.  This has been going on for entirely too long.  
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/15/2022

  Complaint: 17731629
  We properly addressed this complaint. The consumers check for both claims was processed and mailed on 9/6/2022 through ***** Our system shows the check was cashed on 9/13/2022 which confirms receipt. 
  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: 09/15/2022

  [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:08/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted a claim for a dishwasher reimbursement in May 2022. I have contacted them on several occasions and have been told it will be paid in 2 weeks.

  Business Response

  Date: 08/26/2022

  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, there have been some delays with checks. 
  We apologize for any inconvenience this may have caused.  In an effort to resolve this complaint we will expedite the check and mail 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: 09/07/2022

  
  Complaint: 17722463
  
  I am rejecting this response because:
  The Business has NOT sent any reimbursement for the appliance which is the dishwasher. A check was promised to be expedited more than once. I have still not received payment. 

  N promises have been kept.
  
  
  Regards,
  
  ***************

  Business Response

  Date: 09/15/2022

  Complaint: 17722463
  We properly addressed this complaint. The check for the dishwasher claim was processed and mailed on  9/6/2022. Our system shows the check was cashed on 9/14/2022 which confirms receipt. 
  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: 09/15/2022

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