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

  5050 Quorum Drive Suite 700 Dallas, TX 75254

• 

  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

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:07/29/2022

  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 filed a claim on June 27 that our weekly pool service said our motor has gone out on our pool. They took over a week to assign it to *********** in *********, **. **** from Clear Pools said he submitted 2 emails with all info that ServicePlus requested. ServicePlus said they had received nothing from him. I called ServicePlus back and said **** says he has given you everything and is ready to come do my job even though he had told them he would only serve the ********* area. After that, **** would not answer our phone calls probably because he realized he was dealing with a company that was not true to their word. Then another week went by and they assigned my claim to *********************** and *** told me that when she tried to get payment for their tech they told her they wouldn't pay the fee up front and told her they would get another vendor. So here we are without the use of our pool. It is solid green and slimy. I had a guest vacationing from ******* for 10 days during this time expecting to enjoy our pool daily. Now I have another guest coming in a couple of weeks and no one has been assigned to my claim since July 19. I have been made promises from many of their workers/reps and they never do what they say. We paid for our warranty for 14 months in advance but they will not hold up their side of the agreement. We need your help, please:)

  Business Response

  Date: 08/08/2022

  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 a pool/spa on 6/27/2022 stating the pool motor was shutting on and off. A participating vendor was assigned to the claim. On 7/12/2022 the vendor advised they were unable to service this consumer. 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 receipt. The consumers vendor reported the pump motor was locked. The claim was approved for the *** amount of $500.00. We received a copy of the paid invoice on 8/4/2022. Under normal circumstances a check is issued within ***** business days. 
  

  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.  
  

  In an effort to resolve this complaint, we have requested the check be processed and mailed within ***** business days of this response. 
  

  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:07/25/2022

  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.

  Reported a claim for washer that needed repair on 4/28/2022. the claim number is ******. A repair tech. came and made diagnosis and recommend repair. The home service plus did not want to repair instead totaled the washer. They did not want to repair it as it was repairable, but instead they offered the minimum $250.00 on 5/4/2022. After a long discussion, and frustration with their offer, I accepted the offer and promised me they will send me the check with in 6-8 weeks. Now it has been it is about 11 weeks almost 3 months. I called many times and they keep saying it is in the process. I am so disgusted with this company and need your help to get my money that was promised the $250.00. I paid them ******* for three years hoping to avoid higher charge for repair, but I got ulcer instead.Thank you.

  Business Response

  Date: 08/03/2022

  COMPLAINT ID  ********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  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. 
  The consumers check was mailed 8/1/2022. 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: 08/10/2022

  [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:07/21/2022

  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.

  We are having triple digit temperature in ***** for the last 2~3 weeks. 15 days ago, my ** broke and contacted ServicePlus Home Warranty to have someone take a look and fix my **. It took the company a few days to respond and send a technician. After they sent a technician they quickly concluded that the ** compressor short was caused by poor maintenance and a power surge must have caused the short. There are many other reasons an ** compressor shorts including the fact that the motor could be running too hot for too long and its internal wirings break causing short. This is much more likely what happen due to recent triple digit temperatures. They are not even considering this more probable argument and have already decided that a power surge caused the issue. I do not believe I've been treated fairly in this case. The home warranty company has arbitrarily chosen a reason that made their case.I have called their customer service line, but all I get is a agent who tells me that the case is with a case manager. I cannot get with a case manager. There is no way to escalate the issue either.

  Business Response

  Date: 08/02/2022

  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 7/12/2022 stating the outside unit was not functioning. The participating vendor reported the compressor shorted to ground, possibly from a power surge. 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
  

  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.
  

  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:07/21/2022

  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.

  I bought a home warranty in 2019 for 3 years. Every time I called to file for a claim I waited days for a call back or help. They never had anyone in the area that could do the repair work. I always had to find the contractor to do the work myself and then wait to be reimbursed. In 2021 I had a refrigerator go out, that I paid for extra coverage for two units. They told me that since the one part was a manufactured warrantied part , they would not cover it. However in my area there are NO ** repair companies that would or can do the repairs. I tried several times to have it completed or call again , nothing more the Total Home Protection/Service Plans Warranty . I was out the food that spoiled, service call fee to find out that it cannot be fixed, the **** months without an extra refrigerator and the cost of a new refrigerator.

  Business Response

  Date: 08/02/2022

  Complaint ID:     17600996
  

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

  The consumer placed a claim for a refrigerator on 1/20/2021 with no description of the failure. Due to limited availability of participating vendors the consumer was advised of reimbursement to expedite service. 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 compressor failed and that the unit was still active under the manufacturers warranty. As per the policy this is a non-covered condition
  

  VII. GENERAL LIMITATIONS OF LIABILITY
  

  Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturers, contractors, builders, distributors, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
  

  P. This Agreement does not cover any incidental,consequential, special, and/or punitive damages, and you agree to waive any and all claims for such damages, arising from, resulting from and/or related to the failure of any item or system, including, but not limited to, food spoilage, loss of income, additional living expenses, and/or any loss, damage, cost or expense directly or indirectly arising out of or resulting from, or in any manner related to mold, mildew, mycotoxins, fungus, bacteria, viruses, condensation,wet or dry rot and/or other property damage.
  

  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:07/20/2022

  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 complaint for breach of **************** by Service Plus Warranty, formerly, Total Home Protection. Contract# *********. On July 11, 2022, I made a service call *************) for a water leak in my refrigerator. The freezer motor screeches and failing. They said a tech would call in ***** hours, they did not. We got an email denying our claim because leaks are not covered. We clarified, the freezer is failing, as a result water was leaking. **** answered my call, assigned claim number *****, said a service call would be $100 contrary to the $75 fee in my contract. I informed **** that pursuant to the terms of the contract, the $75 service call fee must be honored as I was not informed of *** name change nor the increase in the fee. She transferred me to supervisor *************************** who also said wed get a call in ***** hours, we did not. On July 14, 2022 I called again, spoke to ***********************. He agreed with the leak source (freezer motor) and assigned new Claim No. ****** and said Id get a call within 24 to 48 hours from a tech, we did not. I called on July 19, 2022, spoke to a manager in the Resolutions, ******** ext. 448. He was very unprofessional & rude, stating the Company could not find a tech to come out and that we could find an independent tech and that the Service Plus Warranty would reimburse us. This is breach of contract of their contractual duty to have licensed tech in my area and I did not feel confident in the Service Plus Warranty reimbursing us for an independent tech. ******* said I would get an email within 2 hours with a techs info. We did not.To settle this matter, we want $40.00 per month for 19 months, totaling $760.00 for all of the monthly premiums we paid for this fraudulent and useless home warranty through Service Plus Warranty. We have learned that the company CEO, *********************** is being investigated for tax evasion by the *** and ********** Attorney General said the complaints against this *** are too many to be counted.

  Business Response

  Date: 08/01/2022

  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 a refrigerator on 7/9/2022 stating there was water leaking from somewhere into the bottom onto the shelves. The consumer was advised leaks of any kind were a non-covered condition as per the policy
  

  V. COVERAGE
  

  C. Refrigerator
  

  Note: Refrigerator must be located in the kitchen.
  

  COVERED: All components and parts, including integral freezer unit, except:
  

  NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
  

  The consumer placed another claim for a refrigerator on 7/14/2022 stating there was inadequate cooling. As we are not an emergency service and there was limited availability of participating vendors, to expedite 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. Once approved, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. 
  

  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.  
  

  The consumer requested to cancel the policy on 7/21/2022 and the monthly payment of $40.00 was refunded on 7/22/2022 to the card on file. 
  

  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:07/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a problem with my dishwasher and my stove. They sent two guys to check it out and they both said that they could be fixed. Service plus said they wanted to pay us instead of having them fixed, they will only give us $100 for one and I think another $150 for the other. I am really not too sure on the amounts anymore. They also told me that my appliances were over 12 years old on one of them when they were only three years old and I told them they could send them the receipts, they told me no. So I settled on the money and I have been paying my monthly payments till this month. I was told in the beginning that it would *********** to 8 weeks to get the checks, it is now past eight weeks and they keep telling me that theyre in the process of sending them out but hasnt been finalized. Again I check with them yesterday and they told me that the checks might go out within one month . I would just like to get the checks since I had to borrow money to purchase one of the appliances. I need to return that money. I would just like to receive my money.

  Business Response

  Date: 07/28/2022

  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. 
  

  The consumers check for the oven was mailed 7/25/2022. The consumers check for the dishwasher was mailed 7/27/2022. 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 **************.  
  
  

• Initial Complaint

  Date:07/19/2022

  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.

  The company (Service Plus) failed to provide us a technician for a broken compressor fan. After multiple weeks of letting us suffer in unbearable heat, they told us to find a technician ourselves and pay out of pocket - with the promise that they would reimburse us. Now they refuse to pay us any money. COMPLETE FRAUDS!

  Business Response

  Date: 08/01/2022

  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 5/15/2022 stating the outside unit was not working. A participating vendor was assigned 5/19/2022. The consumer contacted us 5/20/2022 stating the vendor was not responding. The consumer was advised of reimbursement in order to get expedited service. 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 consumer contacted us on 5/31/2022 stating they had the unit repaired, this was done without receiving authorization for the repair from us. The consumer submitted a copy of the paid invoice on 7/19/2022, but we never received the diagnosis prior to repair.  As per the policy this is a non-covered condition. 
  

  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.
  

  E. In the event we authorize in writing or request you in writing to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us in writing before any reimbursement will be paid by submitting the Official ServicePlus Claim Reimbursement Form and obtaining approval from us in writing for the requested reimbursement. We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
  

  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:07/19/2022

  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 made a service call for my dishwasher back in December of 2021. The service tech never came to my home but charged the $125 or $150 service fee. He diagnosed the dishwasher over the phone and mailed the part to my home (The part he thought was broken). I had to install the part myself and it did not fix the problem. When I contacted them again that it did not fix it, I was offered $200 to go towards a new dishwasher even though my dishwasher was only three years old at the time. I agreed to the $200 check in December of 2021. After numerous phone calls and not receiving the check for four months, we cancelled the policy. Here ******** months later and we keep getting told they are waiting on billing to issue the check. I have ask to talk to billing but they do not talk to customers. I need someone in management to contact me and tell me when the check will be sent to my home and NOT an estimated time frame. My phone number is ************.

  Business Response

  Date: 07/28/2022

  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. 
  

  The consumers check was mailed 7/25/2022. 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 **************.  
  
  

• Initial Complaint

  Date:07/18/2022

  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 paid $1750 for a 6-year home warranty policy and when I filed a claim for an appliance malfunction they said that in lieu of repairing it they would refund me $350 back on June 29, 2021. I have not received the check and I have made numerous calls throughout the year to the company and they say they don't know when they will mail it, I ended up paying $1250 for the replacement of the appliance.

  Business Response

  Date: 07/28/2022

  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 compant, 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: 07/28/2022

  [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:07/15/2022

  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.

  My son took out a contract with your company for me to live in his condo. My air conditioner went out almost a year after having the contract. I called your company to get a service man to come out to look at it . No Response from your company for almost 10 days. I called back .And they told me that they could not find no one to come out. ,But I could call someone myself and pay up front to get a diagnosis? But your company would reimburse me .But not to go over $100.I did it was $79.00 .But mind you I'm disabled and on a fixed income. Well of course your company said it falls under a contract what was wrong with my HVAC system was not covered. Surprising huh? So anyway I filled out your reimbursement form for$79.00 in April 2022 and of course my son was upset that your company could not get someone to come out .He Terminated the contract. I paid $79.00 before he ended the contract. And they paid my son a discounted price rate back .,Which was not right nor Fair in the contract your company was supposed to provide service which your personal stated that they could not find no one to come out to my condo ???? But would you believe your company feels like my $79.00 dollars that I paid to your company After your personal told me I would get reimbursed thought since my son stopped the contract that they don't owe me a dime ?? ***************** THE ACCOUNT # *********. OH BY THE WAY PLEASE LET MANAGEMENT RESPOND I PERFERR IT NOT BE

  Business Response

  Date: 07/27/2022

  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 4/23/2022 stating the unit is not cooling. A participating vendor was assigned 4/23/2022. The consumer contacted us on 4/26/20 to advise the vendor could not service so the consumer was advised we would assign a new vendor. In an effort 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 will be sent to the consumer upon receiving a copy of the paid receipt. The consumers vendor reported the evaporator coil was leaking freon and was totally empty of freon. The consumers vendor also reported the evaporator coils have rust/corrosion causing the leak. As per the policy failures due to rust/corrosion are 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.
  

  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.
  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.  
  

  The consumer requested to cancel the policy and a refund check was mailed 6/27/2022. We can see in our system that the check was cashed on 7/5/2022 which confirms receipt.
  

  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: 07/29/2022

  
  
  Complaint: 17573800
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
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