Complaints

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

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ServicePlus Home Warranty has 8 locations, listed below.

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  ServicePlus Home Warranty

  518 Old Post Rd Ste 7 PMB 315 Edison, NJ 08817-4683

• 

  ServicePlus Home Warranty

  160 Alewife Brook Pkwy Cambridge, MA 02138

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  ServicePlus Home Warranty

  5050 Quorum Drive Suite 700 Dallas, TX 75254

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  ServicePlus Home Warranty

  2910 E Harding Ave Pine Bluff, AR 71601

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  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:07/14/2022

  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 purchased a home warranty through this company 3 years ago which was initially a 12 month contract. After my first year was up I was going to cancel the services and the guy that I had spoken to at the time told me that my contract was up but that I could continue to pay monthly for the service if I wanted to keep it longer. During this call I was never advised that it would automatically auto renew every year. I filed a claim with them back in Dec 2021 because I was having issues with my heating and for weeks they couldn't get my claim assigned to a reliable contractor to come out. I windup getting the issue fixed myself and they gave me the run around when it came to getting reimbursed which they never did. I recently filed another claim with them over a month ago to have my central air looked at. Again they were unable to get my claim assigned to a reliable company. I called a couple of days ago to cancel the service and the guy came up with so many attempts to try and keep my business telling me that he would work on the claim, sign me up for their rewards program and anything else he could think of before placing me on hold. He came back to the line after about 20 mins only to tell me that I can't cancel their service because my contract auto renewed in May. I tried to explain to him that I've never gotten a phone call, an email, a physical copy of anything stating that I am still in a contract with this company. I told him that they are attempting to s**** me out of my money because I don't want to do business with them any longer. I also told them I would be filing a complaint with the BBB which he didn't seem to care about that either. I need to know how I can go about this because I don't want to give them any more money than I already have and want to be rid of their services.

  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 a heating system on 11/20/2021 stating there was inadequate heating. A participating vendor was assigned on 11/23/2021. The consumer contacted us on 11/30/2021 stating the vendor was not responding, so we advised the consumer we would get another vendor assigned but offered 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 heat exchanger was cracked, the circuit board relay would not stay open and heating relay and thermostat were working intermittently.

  As per the policy this was a non-covered condition
  

  V. COVERAGE
  

  B. Heating System
  

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

  COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
  

  NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; zone controllers; zone components and parts; zone system components; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; short to ground components; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; failures due to line restrictions; mismatched systems; and structural components.
  

  The consumer placed a claim for an air conditioner on 6/2/2022 stating the unit had inadequate air cooling. A participating vendor was assigned 6/6/2022. The consumer contacted us on 6/14/2022 advising the vendor was unable to service, so we advised the consumer we would search for another vendor with availability. The consumer was again advised of reimbursement, which the consumer rejected. Due to limited availability of participating vendors the consumer may go through reimbursement.
  

  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.  Due to the consumer stating they want to cancel this policy; it has been cancelled as per the Terms & Conditions of the policy on 7/27/2022. If you need further assistance, please contact us at **************.