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Business Profile

Home Warranty Plans

ServicePlus Home Warranty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

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

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ServicePlus Home Warranty has 8 locations, listed below.

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    Customer Complaints Summary

    • 786 total complaints in the last 3 years.
    • 169 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2024

      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 purchased a home warranty 2 years ago for $2600 .i asked before i made the purchase if there would be any additional fee or co pays i was told it wae $100 service fee but if i paid all up front it would be $60. i also asked would i be charded any additional fee and is everything covered.i was told no addition fees and all claims would be paid there would be nothing else i would have to pay for. so on 07/17/2024 i need some repair on my air conditioning unit. after reporting the problem it took a while for the case to be filed. so after a while i was contacted by service plus. i was told to contact * ******** and my claim was filed 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...so i contacted them and i was told by a Juan he was too busy the service plus was a scam they will send me to your house waisting his time looking at the A/C give them a report and they will deny service because your not cover. Juan also said it was his busy time and there no way he could come out. he just didn't want to wast his time . so then i contacted service plus told the customer service person to cancel my contract and refund my $2600 for a 6 year contract. she advise ok . but she would let a supervisor know.sometime later i received a call from a Tom H*****. i explained what happened with Juan and he said he fired he'll never work for us again . he told me he woud personally take care of this. i could use anyone i want and he would take care of it. but getting a estimate i emailed him but no one ever got back and now it November it been so long i paid for the repair and now i feel service Plus is a scam and i would just like a refund because i have no confidence in their company

      Business Response

      Date: 11/25/2024

      Complaint ID: ********
      Thank you for contacting us regarding the above-referenced complaint. We take every complaint seriously and treat it with the utmost respect, using this feedback as an opportunity to better serve our valued customers. We understand that there are two sides to every story, and we always strive to reach a fair resolution for all parties involved.
      The consumer placed a claim for an air conditioner on 7/17/2024, reporting inadequate cooling. A participating vendor was assigned to the claim on 7/18/2024. The consumer later informed us that the vendor would not visit to diagnose the unit. In response, we advised the consumer to hold while we contacted the vendor, but the consumer expressed a desire to cancel the policy. The call was then transferred to a retention manager, who requested that the consumer email the paid receipt for review. To date, we have not received the paid receipt. Multiple attempts to reach the consumer have been unsuccessful, preventing us from discussing the claim or the cancellation process.
      We want to assure you that all claims have been serviced according to the terms outlined in the Service Agreement, which includes both inclusions and exclusions. We are committed to providing a positive customer experience and doing what is right for our customers, contractors, employees, and company.
      Our commitment remains steadfast in upholding our founding principles of offering industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions, please don't hesitate to contact us at ###-###-####.
    • Initial Complaint

      Date:11/13/2024

      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 August 2022, I purchased a home warranty from ServicePlus. The sales rep indicated that covered appliances would be repaired or replaced (this is the same advertisement pitch they have on their on-hold message).
      In July 2024 I filed a claim on a refrigerator. They spent several days searching for a service tech to come to my home. I was informed after 10 days that they were not able to find a technician and that I had to fine one myself and ServicePlus would pay for the service call. I was later informed that ServicePlus reimburses at a very low rate, $250 for a $579.98 repair bill. ServicePlus approved the claim and said that the check would be sent in 7 to 8 weeks. That was on 8/16/24. I called on 10/16/24 to see what the status of the payment was. I was told there was a delay in getting the checks sent and that it was in the system and would be sent out by the following Friday. I called again on 11/13/24 and was told that there was a back log and that they didn't know when the check would be sent. This company has not lived up to any of the claims they advertise. I have spoken to them several times now and keep getting vague answers to my questions and no resolution on my claim. The company name is ServicePlus Home Warranty but when you call them, they tell you that it isn't a warranty, it is instead a "Service Contract". For this kind of service, you would be better off putting the money you spend for the warranty in your own bank account.

      Business Response

      Date: 11/25/2024

      COMPLAINT ID:  ********
      Thank you for bringing this complaint to our attention. We take all feedback seriously and use it as an opportunity to enhance our service for our valued customers. We understand that there are always two sides to every story, and we strive to reach a fair resolution for all parties involved.
      Due to circumstances beyond our control, there have been delays with check processing. We are actively working to resolve this issue. The consumer's check was mailed on 11/22/2024. We apologize for any inconvenience this may have caused.
      We remain committed to our founding principles of providing industry-leading home warranty products and exceptional customer service. If you have further questions, please contact us at ###-###-####.

    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have filed three claims with this company since I paid for my coverage in full for the 6 year contract. 1st was for my washer having compressor and another issue. They refused to fix it but instead offered to pay $250. It took them over three months to even send me the payment that barely touched what a new washer cost. 2nd claim filed is for my A/C unit. The technician let me know that the compressor locked up due to normal wear and tear beyond my control. ServicePlus has refused to cover cost of repairs. They have twisted the technicians words and have stated that they will not cover the cost to repair.I have requested to have this contract canceled back in September when I was having issues getting the claim check they were paying me, they refused to cancel and refund my money. I want a refund and policy cancellation.

      Business Response

      Date: 11/21/2024

      Complaint ***********
      Thank you for reaching out to us regarding the complaint you referenced. We take all feedback seriously and strive to provide excellent service to our valued customers. We understand that there are always two sides to every story, and our goal is to find a fair resolution for all parties involved.
      Clothes Washer Claim - 7/18/2024
      The consumer filed a claim for a clothes washer issue, reporting a grinding noise during agitation. Our participating vendor diagnosed multiple component failures, including the shaft, motor, and spin basket. As the cost of repair exceeded the value of the unit, we offered a cash settlement per the terms of the policy on 8/1/2024. Unfortunately, due to a security issue, our account was compromised, which required us to freeze and close it, causing delays. Despite these circumstances, the consumers check was issued on 10/22/2024 and cashed on 10/30/2024.
      Air Conditioner Claim - 10/29/2024
      The consumer reported inadequate cooling for their air conditioner. Our vendor determined that the compressor had failed, and since the unit was still under the manufacturers warranty, this situation was not covered under our policy (Section VII-Q). Nevertheless, in a gesture of goodwill, we offered $500 towards the labor costs of the repair. This offer was declined by the consumer.
      Sprinkler System Claim - 10/29/2024
      The consumer submitted a claim for a broken main pipe in their sprinkler system. Due to a shortage of participating vendors, we extended a reimbursement option, allowing the consumer to hire a local vendor. The vendor would need to report the failure, parts, and pricing to **** for approval. To date, we have not received a paid invoice, which is necessary to process the reimbursement.
      Policy Cancellation - 11/13/2024
      The consumer requested policy cancellation, which we processed per the Terms & Conditions. The refund was issued to the card on file on 11/17/2024.
      All claims have been handled according to the Service Agreement, which includes specific inclusions and exclusions. We remain dedicated to delivering excellent service and are committed to maintaining the highest standards for our customers, contractors, employees, and our **********************.
      For any further questions or clarifications, please dont hesitate to contact us at **************.

    • Initial Complaint

      Date:11/10/2024

      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.
      My hot water heater went out last month. I have been paying on this home warranty for almost a year. They would not cover the cost of replacement as they advertised when I purchased it.

      Business Response

      Date: 11/20/2024

      Complaint ID: ********
      Thank you for bringing your concerns to our attention. We greatly value all feedback and use it to continuously improve our services for our customers.
      Regarding the claim for the water heater on 10/10/2024, the participating vendor identified the issue as a failure of the gas control valve due to sediment buildup. According to Section 5-G of the ServicePlus policy, coverage does not extend to failures caused by sediment, mineral, or calcium buildup.
      While the claim was handled in accordance with the Service Agreement, we understand the importance of resolving matters fairly. To assist, we extended a goodwill offer of $200.00 towards the uncovered condition, which was declined. Additionally, the policy was canceled on 10/30/2024, and the $45.00 monthly payment was refunded to the card on file.
      We remain committed to providing industry-leading home warranty products and exceptional service to all our valued customers. If you have any further questions or require assistance, please don’t hesitate to contact us at ###-###-####.

      Customer Answer

      Date: 11/22/2024



      Complaint: ********



      I am rejecting this response because: 

      I am not satisfied with Service plus response. I know they said they turned down my claim because settlement was in my tank here. In Cincinnati, we have hard water settlements in all our tanks. I know in a letter they said they offered me $200 in good faith but they took more than $200 from me. Like I said, it's not about the money. This is about how service plus handles Their business. Like I said, they gave me back the money they got from 45 dollars a month 12 months of payment. BBB I would like post to let other Consumers. Know how service plus handle their business. 









      Regards,


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

      Business Response

      Date: 11/27/2024

      Complaint ID: ********
      We appreciate the opportunity to address this complaint.
      As outlined in our previous responses, we have properly
      addressed the consumer’s concerns and cited the applicable sections of the
      policy that serve as grounds for the denial of coverage. It is important to
      note that all home service contracts include both covered and non-covered
      conditions.
      The policy provides coverage for normal wear-and-tear
      mechanical failures. However, in this case, the failure was determined to be
      caused by sediment buildup, which is explicitly listed as a non-covered
      condition under the terms of the agreement.
      We sincerely regret the consumer’s negative experience. The
      policy was cancelled as of October 30, 2024, and the applicable refund was
      processed on the same day.
      We politely request this complaint be closed as answered. If
      further assistance is needed, please do not hesitate to contact us at ###-###-####.
    • Initial Complaint

      Date:11/09/2024

      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.
      My toilet was stopped up and I called them and told them and 5 days later I still had not heard nothing from them so I went on and had my commode fixed did I call them and they informed me that I would not be in reimbursed because I did not notify them first I did not know that I had to notify them first I have two small children here in my house and I have congested heart failure the woman was so nasty and arrogant she told me she did not care and that I still would not be reimbursed so in the meantime I told her well there's no need me paying y'all anymore because y'all not doing nothing for me

      Business Response

      Date: 11/21/2024

      Complaint ***********
      Thank you for reaching out to us regarding the above-referenced complaint. We value each customer's feedback and are committed to using it to improve our services. We understand that there are always two sides to every situation, and our goal is to achieve a fair resolution for all parties involved.
      Plumbing Stoppage Claim
      The consumer reported a plumbing issue involving a sink and washer backing up. In accordance with the policy, the consumer was informed that a participating vendor would be assigned within two business days during normal working hours. To expedite service, the consumer was also given the option of a reimbursement.
      Under the reimbursement option, the consumer can contact a local vendor to diagnose the problem. Before any repairs are performed, the vendor must contact **** to report the failure, any parts needed, and pricing. If it is determined to be a covered issue, a reimbursement check is issued upon receipt of the paid invoice. A reimbursement form, detailing this process, was sent to the consumer.
      On 10/31/2024, the consumer informed us that the repairs had already been completed. Per our policy and the instructions on the reimbursement form, which state, "We will not reimburse for services performed without prior approval," we were unable to provide reimbursement.
      All claims have been managed in accordance with the Service Agreement, which outlines both inclusions and exclusions. We remain committed to delivering a positive customer experience and to acting with integrity for our customers, contractors, employees, and our **********************.
      We stand by our dedication to upholding our founding ideals: providing industry-leading home warranty products and outstanding service to the customers we are honored to serve. If you have further questions or need additional clarification, please contact us at **************.

    • Initial Complaint

      Date:11/08/2024

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a 3 year home warranty Policy *********. I filed a claim for my oven on 7/1/24. The tech did a telephone video exam. Said it was too old to ***air. Got a call from customer service stating my claim was approved and a only $200 refund would be sent 4-8 wks max. I have never received my money . I have called at least 5 times as it has been now been 4 months since their approval. Each *** I speak to says that it isn't being handled correctly. Asked to be transferred to their Acct Payable. Told me they don't have phones, only CS can text them to note my claim refund is now overdue. Way past due. I am 75 yrs old & feel they are taking advantage of me. They have not taken care of this process in their company time frame. At this point I do not trust them for the remaining time of my 3yr policy. It is my belief they have failed to met their company policy. I just want all my entire $1,350 refunded to me. They have lost nothing out of their pocket. I have tried my best to resolve this without luck. Policy was paid for by my husband ****** ******. Both our names are on the policy. Please get my money back so I can get an oven.Thank you for your help.**** ****** ************************

      Business Response

      Date: 11/15/2024

      COMPLAINT ID: ********
      Thank you for contacting us regarding your recent complaint.We treat every complaint with the utmost respect, using your feedback as an opportunity to improve our service to our valued customers. We understand that there are always two sides to every story and strive to reach a fair resolution for all parties involved.
      Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays.
      In an effort to resolve this complaint we have requested the check be expedited and mailed within 7-10 business days.
      We sincerely apologize for any inconvenience this may have caused. Please know that we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to our customers

      Customer Answer

      Date: 12/11/2024


      Complaint: 22532785

      I am rejecting this response because: I received a check on 11/29/24 in the amount of $200. I have not cashed this check. While it is nice that I finally got notice by your company, this is not what I expected as a result of the BBB claim I made against your company. I still have time left on my warranty. I do not feel confident that you are trustworthy for any future claim. I asked for my entire $1,350 payment made to you on time. Your company defaulted on claim payment to me and very unsatisfactory amount of $200. I can't buy any oven for this price. So, please send me my $1,350 payment minus the $200 for check you finally sent. I am contacting the BBB of sending you this notice as well.



      Regards,

      **** ******
    • Initial Complaint

      Date:11/08/2024

      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.
      Transaction took place on June 7, 2024. Initial payment was $51.00, i paid a total of $102.00 to ServicePlus Home Warranty. I opted to take the month to month payment of $51.00 a month with the option to cancel at anytime. I was never told that it was a one year policy. After two months i made a claim and they wanted me to find a repair person in my area that they would approve of to come and check out my claim. At this point, i tried to cancel my contract and they kept telling me i could not cancel. They never would give me a reason. I had to cancel my credit card to keep them from charging on it. After 5 months of trying to get them to quit calling me, i called this morning and finally got a straight answer about why they would not cancel my warranty. They told me i had to keep it active for 1 year. If i would have known this from the beginning i would never have signed up for it. I did not receive the contract even though they said that it was sent. I could look at it on my account page and i do not remember seeing anything that said i had to keep the policy for a year. Basically all i want is for them to quit calling me and be upfront with everything before anyone takes out a policy. I just received another phone call from them. Every time it is a different number and if you try calling it back, you get a recording that says this number is no longer a working number. Here are a few of their numbers i get calls from and they all have the same area code of 361: 223-5376, 223-5332, 223-5404, 223-5354, 223-5429, 223-5352. The list goes on.

      Business Response

      Date: 11/15/2024

      Thank you for reaching out to us regarding the referenced complaint. We handle each complaint with the utmost respect and use this feedback to improve our service for valued customers. We recognize that there are always two sides to every story, and we strive to reach a fair resolution for all parties.
      The consumer initially placed a claim for a stove on 7/22/2024, reporting that it was not turning on. Additionally, the consumer mentioned a storm and a power outage, after which the clock on the stove was not functioning. The consumer was informed that failures due to acts of God or power failures are considered non-covered conditions under their policy.
      According to Section VII. General Limitations of Liability,our Agreement only covers repairs and/or replacements due to mechanical failures from ordinary wear and tear. It does not cover failures resulting from causes such as power failure, power surge, lightning strikes, acts of God, or other conditions outside the scope of ordinary use. We aim to provide clear and thorough explanations of all inclusions and exclusions within the Service Agreement.
      In an effort to assist, we offered to send a vendor, which the consumer declined. We then extended an offer of a free service charge for use on the next claim, which was also declined.
      The consumer purchased a 1-year, monthly payment policy on 6/7/2024. As of 11/15/2024, the policy has been canceled due to non-payment in accordance with Section XII. Cancellation of the Agreement.
      We remain committed to upholding our core values by providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve. If you have further questions or need additional assistance, please contact us at **************.


      Customer Answer

      Date: 11/17/2024


      Complaint: 22530523

      I am rejecting this response because: cancelling my policy is fine with me, but they did not say anything about not calling me which is what i want.  They did not tell all the truth about sending someone out.  They wanted me to find a repair person.  I also did not tell them that for sure that it was a power problem. I said it could be, but unless someone came to check it out. i would not know. That is when they told me they wanted me to find a service person, that they would approve of.  If i have to do this, then i am basically doing their job.  All i want is for them to stop calling me. If they will did that then i will be happy. 



      Regards,

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

      Business Response

      Date: 11/27/2024

      Complaint ID : ********
      We appreciate the opportunity to address this complaint. As outlined in our previous response, we thoroughly reviewed the situation and cited the relevant sections of the policy. It was determined that the issue the consumer experienced falls under a non-covered condition.
      In an effort to assist, we offered to dispatch a vendor on 7/26/2024; however, the consumer declined this option.
      We sincerely apologize for any inconvenience or frustration this may have caused. Please note that the policy was cancelled on November *******, in accordance with the Terms & Conditions.
      At this time, we kindly request that this complaint be marked as resolved. Should the consumer require any further assistance, we encourage them to contact us directly at **************.
    • Initial Complaint

      Date:11/07/2024

      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 a home warranty with this company. On August 19th, 2024 they informed me they are not able to fix my washer and will mail me a check in the amount of $300 and I should receive it in 6 - 8 weeks. The 8 weeks was over on 10/15/24 which is 3 in a half week late. I have called every week and been told the same thing they will escalate and I will receive an email when the check will be sent. They cant give me a date nor time when I will receive this money. I been waiting on this money to buy me a new washer and is wasting money going to a washateria because I need this money to buy me another one. I spoke with **** ****** today, November 7th and was informed he could not give me a date but its been requested on August 20th, 2024.

      Business Response

      Date: 11/15/2024

      COMPLAINT ID: ********
      Thank you for contacting us regarding your recent complaint. We treat every complaint with the utmost respect, using your feedback as an opportunity to improve our service to our valued customers. We understand that there are always two sides to every story and strive to reach a fair resolution for all parties involved.
      Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays. 
      In an effort to resolve this complaint we have requested the check be expedited and mailed within 7-10 business days. 
      We sincerely apologize for any inconvenience this may have caused. Please know that we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to our customers.

      Customer Answer

      Date: 11/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if I receive the check within the time frame you stated.

      Regards,

      ******* ******
    • Initial Complaint

      Date:11/06/2024

      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.
      I was sold a six year policy. I paid $********** original claim was filed on 9/19/2024. The first tech assigned to us took over 3 weeks to get out and make a diagnosis. They came back over a week later and replaced a part which did not fix the problem. This tech was located 2 hours away and said it did not pay them to come back.Our claim was assigned to another tech who did not contact us. I contacted them and we set a date and window of time for him to come. We waited until close to the end of the window time and I called. After 3 or 4 calls, they kept saying they were coming but never showed. I tried to call today and they did not pick up. I called Service Plus and they spoke to him and decided they would have to assign a third tech. It is almost 2 months since our claim and no dishwasher working. The staff is super nice but the work is not getting done. I don't think I can deal with this for 6 years!

      Business Response

      Date: 11/21/2024

      Complaint ID:   ********
      Thank you for reaching out to us with the above-referenced complaint. We value each complaint and use this feedback to improve the service we provide to our valued customers. We understand that there are always two sides to every story, and we aim to find a fair resolution for all parties involved.
      Dishwasher Claim - 9/15/2024
      The consumer placed a claim for a dishwasher issue,reporting that the unit was shutting off shortly after starting. A participating vendor was assigned, but the consumer notified us that the vendor missed several scheduled appointments. After following up with the company, we learned that the vendor was on emergency leave, a situation for which we had not been informed. The company assured us that service could be provided to the consumer on 9/30/2024.
      On that date, the participating vendor diagnosed that the motor assembly had shorted and the impeller was blocked with food debris,preventing proper water flow. The repair was approved on 10/7/2024. However, on 10/29/2024, the consumer reported that the initial problem persisted even after the repair, prompting us to initiate a recall for the vendor to address the issue. Unfortunately, there were delays due to difficulties in coordinating a return visit with the consumer.
      To avoid further delays, we informed the consumer of the option to seek reimbursement and provided detailed instructions, including a reimbursement form. A subsequent assessment by a participating vendor determined that the dishwasher was older and not worth repairing. To resolve the issue, we offered the consumer a cash settlement, which they accepted on 11/15/2024.
      Resolution
      All claims have been handled according to the Service Agreement, which includes specific inclusions and exclusions. We are committed to maintaining a positive customer experience and ensuring that we operate fairly for our customers, contractors, employees, and the **********************.
      To expedite the resolution, we have requested that the payment check be sent within 7-10 business days from the date of this response.
      We are dedicated to upholding our founding principles by providing industry-leading home warranty products and exceptional service to our valued customers. If you have any further questions or concerns, please dont hesitate to contact us at **************.

      Customer Answer

      Date: 11/22/2024


      Complaint: 22521795

      I am rejecting this response because: I did receive information regarding my choices. ******* was a bit degrading to me which did not sit well.  He said it would be 8 weeks until he could send me a check towards replacement of my dishwasher.  Your correspondence says 7-10 days.  If the check arrives I will be satisfied.  The contract was described to me quite differently but I do understand what he explained to me.  The sales and customer service were all very understanding but they couldn't get results for me. ******* says he is going to send me a check but his attitude was not customer friendly,  so I have a hard time trusting what he told me. 



      Regards,

      ***** K****

      Business Response

      Date: 11/27/2024

      Tell us why here.Complaint ID: ********
      We appreciate the opportunity to address this complaint.
      We would like to confirm that the consumer's check was processed and mailed on November 22, 2024, within the time frame we committed to.
      We sincerely apologize for any inconvenience the consumer may have experienced and appreciate their patience throughout this process.
      If additional assistance is needed, please do not hesitate to contact us at **************...

      Customer Answer

      Date: 12/05/2024

      [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,

      ***** K****
    • Initial Complaint

      Date:10/31/2024

      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.
      On June 19, I filed a claim for air-conditioning not working, I was told that within 24 hours (their policy) I should receive a call from a contractor. In brief, I was not able to get the contractor coming over, or even answering the phones or messages. The whole process took over one and a half month, under their broken system and their unethical approach. Eventually I was told to hire a Technician myself. That only ended up to be one of reasons for them not to cover the cost. It was very clear that the company did not fulfill the promises associated with their policies. It seemed to me that they would do anything to not pay their dues. After about one and a half months at the peak of summertime, I finally had the air conditioning fixed and paid $620 myself. I want to mention, during the process, I received a email, stated that I could take $200, under the condition to waive my rights to share my experience or take Legal actions.During many phone conversations, the information I was told was with all kinds of inconsistencies, give me the feeling that they do not care about their clients, fairness or professionalism. The only goal of their business is to get your money. I have wasted all these times out of my busy career to deal with this untrustworthy company. I felt emotionally drained. I did not accept the partial settlement only not to give up my rights to share my experiences and even legal actions. Eventually I canceled my policy after 2 years. A person called me again, offering $310 (he called it split ) under the conditions not to write negative reviews or take legal actions. However, after he realize that I have already canceled my policy, he claimed that he did not need to pay me anything, although the event happened during the time when the policy was still active.Only After the damage was already done, I found they have reviews of closing to 1 star. I believe if there is negative number you can select, it would be below zero.

      Business Response

      Date: 11/11/2024

      Complaint ***********
      Thank you for reaching out regarding this complaint. We treat each concern with the utmost respect and use this feedback to enhance our service to our valued customers. While there are often multiple perspectives to consider, we always aim for a fair resolution for all parties involved.
      The customer filed a claim on 6/19/2024 for an air conditioner issue, reporting that the unit was not turning on. We assigned a participating vendor to the claim on 6/20/2024. The customer reached out on 6/26/2024, stating they had not received a response from the vendor. On 6/28/2024, to prevent further delays, we offered a reimbursement option. Under this option, the customer could arrange service with a local vendor who would then contact us prior to any repairs to confirm the failure details, parts, and pricing. If confirmed as a covered failure, we would send a reimbursement check upon receiving a paid invoice. The customer initially declined but later accepted the reimbursement offer on 7/5/2024. We provided the details of the process and followed up with a confirmation email.
      On 7/8/2024, the customer contacted us again, and we reiterated the reimbursement procedure. On 7/9/2024, the customer informed us that their vendor had assessed the issue. We confirmed that we had not yet received the diagnosis from the vendor and attempted to contact the vendor ourselves. The vendor eventually responded on 7/10/2024, reporting a shorted contactor, secondary damage to the thermostat and transformer, a Freon shortage, and an upcoming leak test. On 7/16/2024, the vendor advised that a loose service valve was causing the Freon leak and that they had replaced the contactor and capacitor.
      Upon review, we determined that the repairs did not qualify for reimbursement. Section III-C of the Service Agreement states that Service Plus is not liable for expenses incurred without express written consent or for unauthorized repairs by non-approved contractors. Additionally, Section VII-D specifies that Service Plus is not responsible for failures caused by a lack of routine maintenance.
      In good faith, we offered the customer a $200.00 goodwill gesture, which they accepted. On 7/29/2024, the customer requested to cancel the policy. We promptly processed the cancellation with a refund of their monthly payment of $62.00. Since the policy was no longer active, the goodwill offer of $200.00 was subsequently revoked, as Service Plus holds no financial obligation for the claim.
      We remain dedicated to our mission of delivering industry-leading home warranty products and high-quality service to our customers. Should you have any further questions, please contact us at **************.

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