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 - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty

  160 Alewife Brook Pkwy Cambridge, MA 02138

• 

  ServicePlus Home Warranty

  4100 Market St. SW STE 100 Huntsville, AL 35808

  

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:08/11/2022

  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.

  On Dec 03 *****, Service Plus settled a home washing Machine repair issue for $300.00 in lieu of fixing the appliance. They stated they would provide payment within 4 to 6 weeks. As of this date,08/11/22, they still have not issued any payment to us. On 05/09 /22 their sales **** ********* promised the payment to us within one month only after we refused to apply the refund to a contract renewal. I only wish to get the $300.00 that is due to me. I don't believe that me waiting 8 to 9 months for a payment that is due to me is reasonable in any way that it is looked at. Please help me resolve this issue. As a side note, I also waited an unreasonable time of 6 to 7 months for a previous claim ($150.00) ,for HVAC to be paid to me. This company seems to wait an unreasonable time to settle their claims.

  Business Response

  Date: 08/22/2022

  COMPLAINT ID: ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Due to the effects of the pandemic and the rebranding of the company, there have been some delays with checks. 
  We apologize for any inconvenience this may have caused.  In an effort to resolve this complaint we will process 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: 08/22/2022

  
  Complaint: 17704102
  
  I am rejecting this response because:
  
  
  Over the past 9 months this company has repeatedly told me, through their customer service representatives t, that I would be receiving a check within 3 to 4 weeks. The check never came. So how am I supposed to believe them now ? I will believe them when I receive the check. I am also awaiting another check from them for my microwave. I hope I dont have to wait 9 more months for that check!

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

  Business Response

  Date: 08/30/2022

  Complaint: 17704102
  

  We properly addressed this complaint.  A check for the washer claim was mailed 8/24/2022. Due to the account being expired on 8/7/2022 the microwave check did not process as a check will not process on a cancelled/expired account.
  

  In an effort to resolve this complaint we have requested the check for the microwave be expedited within **** business days. 
  

  We sincerely apologize for any inconvenience this may have caused. 
  

  For additional assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:08/10/2022

  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 | ******************** Plus refused to fix my dryer. The manager agreed to compensate me $300 (grossly under the price of a new dryer but this was the most they were offering.. my new dryer cost $1,000).This was agreed in October of 2021. I have been waiting for the $300 to be sent since that time. I have called ServicePlus multiple times. I have spoken to managers multiple times. I've been told that they don't know why the check hasn't been sent. I've been told it's on it's way. They are liars. The have not sent the check and instead raised the price of my monthly service.

  Business Response

  Date: 08/19/2022

  COMPLAINT ID: ********
  

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

  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 within 5-7 business days. 
  

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

• Initial Complaint

  Date:08/10/2022

  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 purchased a home and the sellers provided a home warranty through Serviceplus Home warranty in March 2022. We moved into the home July 2022 and after about one week we noticed that the air wasn't properly working. After 2 weeks of getting paper work finalized for the we went on to try and use a repairman service. The first company that Serviceplus referred us to said that they do not provide services for Serviceplus any longer. I called and spoke with Serviceplus customer service and gave them that information. Serviceplus then said that they would initiate the warranty and send us the name of a company to repair our air issue. After about 3 days Serviceplus sent me an email stating that they couldn't find a company to do the repair and asked if we wanted them to continue to look or if we wanted to find a repairman on our own. We chose to find a repairman on our own. We found a reputable company and they didn't except Serviceplus warranty. We had it serviced and asked that Serviceplus reimburse us for the repair. Serviceplus came up with an excuse not to pay our claim. I asked that they then cancel the warranty and return the money to the sellers. They did not want to cancel the warranty and if they did would charge a fee to cancel.Serviceplus said there was rust in the unit and that they do not cover rust, which makes no sense. The **** is not working and it's leaking freon so of course it's going to rust if not taken care of.

  Business Response

  Date: 08/19/2022

  COMPLAINT ID:  ********
  

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

  The consumer placed a claim for an air conditioner on 7/7/2022 stating the unit had inadequate cooling. Due to limited availability of participating vendors we advised the consumer of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us prior to any repairs to report the failure, parts & pricing. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor reported the unit was leaking freon from a rusted/corroded evaporator coil. 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.
  

  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.
  

  D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; secondary failures; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
  

  All claims have been properly serviced in accordance with the Service Agreement - 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:08/09/2022

  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.

  On July 26, 2022 I inquired about home warranty. I spoke with ***********************. He discussed different plans. I agreed to the platinum plan. During the conversation I was told the plan is $420 and that 3 equal payments of $140 would be deducted from my acct. I thought it was odd to ask for money now before visually looking at the plans online before making a payment but he insured that if I decided to change my mind within 30 days I would receive a refund. On July 27, **************************************************************************************************************************** detail. I emailed ***** asking him to give me the policy info before I signed and also stated to him if there would be a lapse in service I would like a refund. According to him there would be a lapse and the policy wouldn't become effective until Aug. 24, 2022 also him knowing via email that my current warranty expired on Aug. 22, 2022. With that being said, not even 24 hours later I asked for a refund via email and by phone. I've been getting the runaround ever since July 27th. Today, Aug. 9, 2022 I was told that the policy was canceled on Aug 3rd. I requested a cancelation number. I was told there's no cancelation number and that I would have to call my bank for a refund. I spoke with *********** and was told I was charged, they sent documents stating I have service. I have no service with Serviceplus. I am requesting a refund.

  Business Response

  Date: 08/19/2022

  COMPLAINT ID:  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer purchased a 1 year + 2 free month policy on 7/26/2022 for the promotional rate of $420.00. In an effort to assist the consumer we broke down the payments into 3 payments of $140.00.  On 8/1 we received a chargeback for the amount of the initial payment of $140.00, which at this time our system automatically cancels the policy. Due to the dispute the consumer made with the chargeback the policy is currently cancelled in our system but the consumer will not receive a cancellation email until the chargeback is resolved. 
  In an effort to resolve this complaint we have reached out to the chargeback company to resolve the chargeback. The consumer will be receiving a cancellation email shortly. Please check the spam/junk folder in case it goes into one of those files. 
  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:08/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18/2022 we filed a claim with ServicePlus which at that time was known as Total Home Protection, our home warranty company as our dishwasher wasn't working (claim #******). After a few weeks we were finally provide the name of a service provider to service the dishwasher. They came out were paid the $75 fee to check the dishwasher and recommended to ServicePlus that is be replaced. Eventually, months later ServicePlus informed us that they would pay $200 to replace the unit which was in and of itself ridiculous as replacement cost was between $800 and $1,000. We complained to no avail. After numerous phone calls to Service Plus about when we would receive the $200, we were owed on 7/14/22 Manny in their billing department informed us that on 7/12/22 a check that was approved in March had been sent..........4 months for approval angered us no end. On 8/5/22 I called again to check on the status of the check and spoke with ******* a Resolution Manager. After approximately an hour on the phone trying to get them to send a second check since the one, they said was originally sent on 7/12/22 had not been received. He suggested I wait a few more days. I informed him that after 24 days it was more than unlikely that the check would ever be received and that a replacement was in order. He informed me that the only way I could be issued a replacement check would be if I paid a $35 service fee to cover canceling the original check. I informed him that this was not in my contract and that it made no sense to me as it seems logical that the original check was either lost or derived to the wrong address which was not our fault. He refused to have a new check issued without our agreeing to pay the $35 fee. While we have canceled out contract with this company for numerous reasons and would not recommend it to anyone, we would like them to pay us the $200 they owe us. Any help you can provide would be appreciated. FYI this organization is not accredited by the BBB.

  Business Response

  Date: 08/15/2022

  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 are working diligently to resolve. 
  We have requested that the consumers check be expedited and mailed within **** business days of this response. We sincerely 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: 08/15/2022

  [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. Though I am doubtful that I will ever receive the moneys I am owed I do very much appreciate the BBB intervention in the matter.  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/05/2022

  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 signed up with this company in April 2022. I company promises 24/7 availability for service, yet I have always had a hard time filing a claim be it by phone or online. I have filed 2 claims to date, both of which have not been resolved to my satisfaction,everytime I call I get the runaround claiming I will be contacted. I have been trying ti get air conditioner fixed for 2 months and my refrigerator for over a week. I feel their advertisement does not match their performance. Please help.

  Business Response

  Date: 08/15/2022

  Complaint ***********
  

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

  The consumer placed a claim for an air conditioner on 6/18/2022 stating the unit was not cooling properly. A participating vendor was assigned on 6/20/2022 who reported the unit needed a new filter dryer. As per the policy this is a non-covered condition. 
  

  A. Air Conditioning System
  

  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  

  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  

  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
  

  In an effort to assist the consumer with this non-covered condition, we offered to assist with goodwill of $350.00 to be paid to the vendor towards the repair. 
  

  The consumer placed a claim for a refrigerator on 8/1/2022 stating the freezer was not working. The participating vendor reported the motor bracket assembly and main board failed. Due to the age of the unit and any potential additional failures, we offered the consumer funds as per the policy on 8/8/2022. In an effort to resolve this complaint we have requested the check be expedited within **** business days from this response. 
  

  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:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Service Plus Home Warranty in May ***************************************************** names of technicians and one came to the condo and said he wd get back to me He never did I paid him the ***** fee They sent me names of others but no one wd call me I finally called a private company and they fixed it I talked to ******************************* on May 18 and she got approval to send me ****** But it wd take 4 to 8 weeks Im now calling every day because the check has not been sent I talked to ***** today and she offered me additional warranty instead I said no I want my check Please can someone help me

  Business Response

  Date: 08/12/2022

  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.
  

  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 are working diligently to resolve. 
  

  We have requested that the consumers check be expedited and mailed within **** business days. We sincerely 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: 08/18/2022

  
  Complaint: 17664151
  
  I am rejecting this response because:
  

   

  I have been told by you that the check will be sent to me within 7 to 10 business days for the past month.
  

  But I still have not received the check.   Please send me the check number and that it was put in the mail.   

   

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

  Business Response

  Date: 08/26/2022

  Complaint ID: ********
  We properly addressed this complaint.  The consumers check #****** was processed and mailed on 8/24/2022 which was in the **** business days timeframe. 
  We sincerely apologize for your negative experience.  For additional assistance, please reach out to us **************.
  
  

  Customer Answer

  Date: 08/29/2022

  [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.
  

  I received my check today   
  

  thank you for your help  

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

• Initial Complaint

  Date:08/02/2022

  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 called last December because my appliance and the electrical wiring wasn't working. I called the company they contracted. They stated they don't know when they will make it to me due to the fact this was just after a hurricane. I call service plus and let them know what they said. They stated they will trying another service provider. They told me the same thing. They stated that I have have someone certified come out and check it out. They stated they will give me a call back when someone was available. I called today to discuss what was going to happen. They denied the claim as of today. When I checked before I called the claim was still open. They denied the claim on the phone when I called. They stated they denied it because I didn't follow procedure for reimbursements yet never sent anyone to the property and never stated why no one came. Then they never gave me a reason why no one came out. Then they said it was denied because it's been almost a year, yet it was open before I made the call. And it was open this entire time until the call. And then it was denied. ****** is the claim number. I also have the recording of all the conversations but it won't let me attach them because they are too long but if I can provide them

  Business Response

  Date: 08/12/2022

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for the electrical system on 9/14/2021 stating there was no power to part of the home. Due to limited availability of participating vendors 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 will be sent to the consumer upon receiving a copy of the paid receipt.  A participating vendor was assigned to the claim on 9/23/2022.
  The consumer contacted us on 8/2/2022 to advise they had a local vendor come out and make repairs. As per the policy this is a non-covered condition as the proper steps for reimbursement were not taken. 
  III. REQUESTING SERVICE CALL ************** OR REQUEST SERVICE THROUGH THE CUSTOMER PORTAL
  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  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: 08/12/2022

  
  Complaint: 17661859
  
  I am rejecting this response because: how was an technician assigned a whole year later?! Not only did they not address my claim in a timely manner. How long will you live at a property without power? For a whole year WITHOUT addressing the issue. And I called on several occasions to have it address.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/02/2022

  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.

  Our washing machine quit. We have service plus as our home warranty. The advised they would pay $200 towards a new one. The payment was approved 5/27/22. The check has yet to be issued. I have emailed and called and now can not get any resolution. I have also called to cancel and i can not get an agent.

  Business Response

  Date: 08/12/2022

  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.
  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 are working diligently to resolve. 
  We have requested that the consumers check be expedited and mailed within **** business days. We sincerely 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: 08/24/2022

  
  Complaint: 17660132
  
  I am rejecting this response because:
  
  I want the check number with the date the check was issued and the *** or **** tracking number to track the payment.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/01/2022

  Complaint: 17660132
  We properly addressed this complaint. Check ****** for $200.00 was mailed 8/24/2022 through **** mail.
  For further assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Last year in June I purchased a plan through Total protect which is now owned by Service Plus Home Warranty. I had to call someone on a Dryer that was having issues. After the Technician coming out and checking on the Dryer I never heard back from anyone. Then I decided to contact the company to see what was going on. The service plus agent sent me to escalation who at this time stated that they would send me the check at that time since they were unable to even get in contact with the Technician. After waiting a few more months I waited and no check. I called back with the same response the check should arrive within a couple of weeks. Here we go now another month later. No check. I called back again. They stated they would speak with billing and that I should receive the check again within the next few weeks. I requested to get a refund and cancel their services. After all I did already pay them $1500.00 for this service. They said if I cancel I get nothing back. The company expects you to pay them but doesnt even intend on getting anyone to take care of your repair or replace anything or even. They wont allow you to speak with Billing and just say that our name is on a priority list. I called again today a year after this whole thing started and its the same thing. No one should ever trust this company and some serious looking into about the legitimacy of where the funds are going needs to be checked out if they cant even pay the customer after a year. The Manager is very snarky with an attitude. Thank you

  Business Response

  Date: 08/12/2022

  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.
  

  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 are working diligently to resolve. 
  

  We have requested that the consumers check be expedited and mailed within **** business days. We sincerely 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 **************.