Business Profile

Home Warranty Plans

ServicePlus Home Warranty

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Complaints

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

Customer Complaints Summary

784 total complaints in the last 3 years.
167 complaints closed in the last 12 months.

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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:10/30/2024
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.
We got a policy (*********) from serviceplus and were promised that there were no caps on any idem and also told all repairs would be handled with in 24 to 48 hours. we had a claim for a water leak in the house and it was not handled for over 96 hrs because the company that delt with them said they will not work with them any more to hard to get payed also when we filed a claim for the garage door opener it cost use 500 dollars tried to cancel and they will not cancel even though they breached the contract all we want is the policy canceled and the correct amount of money back.
Business Response
Date: 11/08/2024
Complaint ID: ********
Thank you for contacting us regarding the above-referenced complaint. We value each customers feedback, and it allows us to continually improve our service.
Garage Door Opener Claim: On 8/24/2024, a claim was placed for a garage door opener that was not powering on. Our vendor assessed that the unit was receiving power but was not functioning. In accordance with the terms of your policy, the claim was approved for the maximum coverage of $500. Please note that the policy covers one garage door opener per term and includes all components except certain exclusions, including garage doors,hinges, springs, and sensors. The maximum payout per term for access,diagnosis, repair, or replacement is $500.
Plumbing System Claim: On 9/30/2024, a claim was filed regarding a leak in the home. Initially, a vendor was assigned on 10/2/2024 but could not service the claim due to unrelated payment issues. We reassigned a new vendor on 10/3/2024, who found that the rusted ****** on the water supply line in the basement was leaking. According to policy terms,failures due to rust or corrosion are not covered.
General Policy Information: *********** agreement covers failures due to ordinary wear and tear but excludes issues resulting from rust, corrosion, or other external factors such as natural disasters,structural damage, and improper maintenance. For the plumbing claim, however,we extended an offer of $450 goodwill to the vendor to assist with the repair.
Conclusion: All claims have been serviced in accordance with the terms of your service agreement, which includes specific coverage limits and exclusions. Our policy details, including CAP amounts, are available on our website and are accessible prior to or after purchase. Our goal is to provide industry-leading home warranty products and exceptional service.
If you have additional questions, please feel free to contact us at **************.
Customer Answer
Date: 11/08/2024

Complaint: 22493764

I am rejecting this response because: They lied about the rust and how long it took them to respond to the pluming issue and the ****** was not rusted it had surface rust from the hard water we have here the ******* just resealed it and it was good after calling them and telling them the pipes were all new not over 1yr they lied about the 24 hr to get a claim handed it took them 96 hrs and were very hard to work with .I had to call the first ******* and found out that they nolonger work with them because they are to hard to deal with and hard to get paid from. as far as the as garage door operator they first refused to repair it and asked the repair man to put in cheaper parts which were a down grade from what we had and would not be up to code as per the tec . they are hard to work with and lie about every thing they have breeched the contract from what I was told . I will only except a refund and a cancelation as of 10/30/2024 and a refund of what is due me I have not heard back from there mediation team or any body else.

Regards,

**** ********
Business Response
Date: 11/21/2024
Complaint ID: ********
We have thoroughly addressed this complaint, referring to the relevant sections of the policy that support our decision to deny coverage. Its important to note that all home service contracts include both covered and non-covered conditions.
Garage Door Opener Claim
The claim for the garage door opener was approved up to the CAP (Coverage Amount Provided) limit of $500.00, in accordance with the policy. If the consumer preferred an upgraded model, they could have informed the vendor and paid the difference to receive the unit of their choice.
Plumbing Claim
Although the plumbing issue was deemed a non-covered condition under the terms of the policy, we authorized a $450.00 goodwill payment to the participating vendor to assist with the repair.
We apologize for any dissatisfaction the consumer has experienced, and we remain committed to assisting in finding a resolution.
If the consumer would like to cancel the policy, they are welcome to do so under the Terms & Conditions by contacting us at **************.
Customer Answer
Date: 11/21/2024
[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. they are refunding us ******* dollars and cancelling the policy as of now and refund with in 30 days. ***** them.

Regards,

**** ********
Initial Complaint
Date:10/29/2024
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 purchased the platinum home warranty spending over $1200. My house was built in 2019 and I moved in, in 2024. As a recent widow, I wanted the Warranty for peace of mind. It has been a nightmare. I have filed two claims, one on 10/8 because my air conditioning went out. I live in Florida, so AC is important. I was told that they had 48 hours to assign a technician. After 48 hours I was told they couldn’t find anyone, authorized $200 for repair and told me to find my own technician and submit a claim. It is 10/29 and I’m still waiting for reimbursement. On 10/16 I filed a claim on my refrigerator and again waited 48 hours for someone to be assigned. That person never showed. They assigned someone else but I had to wait several days for them to show up on a Friday night. 10/28 my refrigerator is still not working. On 10/29 I received notification via email that my claim had been denied. I have had other warranties and have never had such a horrible experience. I talked to the Sr manager in the resolution department, Anthony who ended up telling me I was overacting and I was getting good service. I hope that call was recorded from 10/28. I’d like to cancel this warranty and get my money back but have been told this isn’t possible. Worst “warranty” ever.
Business Response
Date: 11/07/2024
Complaint ID:********
Thank you for contacting us with the above referenced complaint. We treat each complaint with the Thank you for contacting us regarding the referenced complaint. We treat each complaint with the utmost respect, using feedback to improve our service for our valued customers. We understand that there are always multiple perspectives, and we strive to reach a fair resolution for all parties involved.
The consumer filed a claim for their air conditioning unit on 10/8/2024, reporting that the unit was not turning on. Due to limited availability of participating vendors and to avoid delays, we offered a reimbursement option. This process allows the consumer to contact a local vendor for diagnosis. The vendor then provides a diagnosis, along with details on parts and pricing before repairs. If determined to be a covered failure, a reimbursement check is sent once a copy of the paid receipt is received.
The consumer’s vendor reported no mechanical failures, stating that the Freon level was correct. However, the vendor noted a significant amount of soot and microbial growth inside the unit and recommended a cleaning. Per the policy, routine maintenance—including cleaning—is a non-covered condition.
VII. General Limitations of Liability Our Service Agreement specifies that we are not responsible for cosmetic repairs or routine maintenance. The Agreement covers only repairs or replacements resulting from mechanical failure due to ordinary wear and tear. Exclusions include issues related to lack of maintenance, corrosion, bacterial growth, and other non-mechanical factors.
All claims have been processed according to the Service Agreement, which includes specific terms for coverage and exclusions. We are committed to providing a positive customer experience and ensuring fair treatment for all customers, contractors, employees, and our company.
We remain dedicated to our founding ideals of providing industry-leading home warranty products and exceptional service. If you have further questions, please do not hesitate to contact us at ###-###-####.

Customer Answer
Date: 11/07/2024

Complaint: ********

I am rejecting this response because:

Where I agree with the air conditioning decision I don’t feel they properly addressed my other claim regarding my refrigerator. The technician they sent out stated the compressor needed to be replaced again. The company rejected my claim saying the refrigerator is under warranty. My refrigerator is not under warranty and after having my own technician out, there was actually nothing wrong with the compressor but somehow the Freon was mysteriously gone after their technician looked at it. I will be filling a new claim for reimbursement for the Freon and sealant and if they accept the claim our issue will be resolved for now. I would warn the company to not use the technician they sent for my refrigerator again. He was very sketchy. If it is again rejected I’ll still have a problem.

Regards,

******** *****
Business Response
Date: 11/15/2024
Complaint ID: ********
We have properly addressed this complaint and referenced the relevant sections of the policy.
On 10/16/2024, the consumer placed a claim for a refrigerator that was not cooling adequately. The participating vendor diagnosed the issue, reporting that the compressor was failing and that the unit had previously undergone a compressor replacement.
We apologize for the negative experience and are eager to assist in finding a resolution. In the complaint, the consumer mentioned that they had their own vendor diagnose the issue. We encourage them to send a copy of that diagnosis to ************************* for further review.
For additional assistance, please contact us at ###-###-####.
Initial Complaint
Date:10/28/2024
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.
6 months ago I submitted a claim a claim for a broken washer. Service plus refused to have washer repaired and offered to give me $300.00 toward another washer. 3 months ago I filed a claim for an air condition not working and ServicePlus denied my claim stating that the ** unit was not covered, but offered to give me a GOOD FAITH settlement of $200.00 as I have been a loyal customer with a contract on 2 different homes. I have not received neither check and have contacted ServicePlus on several occasions and they promise to expedite the check for $300 immediately and would work toward issuing the check for $200.00 ASAP. It's been over a month since I last called and I still have not received either check. At the end of my contract in September I refused to renew my contract as I had become frustrated with ServicePlus and I had fulfilled my contract agreement and no longer wish to do business with them.
Business Response
Date: 11/07/2024
Complaint ID: ********
Thank you for reaching out regarding the recent issue. We value every piece of feedback and take all complaints seriously, as they help us enhance our services for our valued customers.
In response to the matter at hand, we understand that there are always multiple perspectives, and we are committed to finding a fair resolution for all involved. Unfortunately, our bank account was compromised, which required us to freeze it temporarily for security reasons. This led to the decision to close the account, resulting in delays with processing. The customer's policy was cancelled on 9/27/2024.
Due to the cancellation, a check did not automatically generate. However, once we identified the need for it on 10/29/2024, we took immediate steps to expedite the check for both claims, which was mailed out on 10/30/2024. We apologize for any inconvenience this may have caused.
All claims have been handled in accordance with our Service Agreement, which includes specific terms around inclusions and exclusions. Our commitment remains to provide a positive customer experience and to uphold what is fair for our customers, contractors, employees, and our ********************** as a whole.
We are dedicated to our founding principles of delivering industry-leading home warranty products and exceptional service. If you have any further questions, please dont hesitate to contact us at **************.
Initial Complaint
Date:10/25/2024
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.
Service Plus is my home warranty ins. for my house and lease homes and after servicing my central Heat and air conditioning several times they refused to come out on July 30th and said they would no longer service it unless I did repairs that they wanted me to do like have it cleaned out inside and clean the coils. So why should I pay extra money on another technicion so they can come out and service it later on.I told them the problem was that the company they sent out ,they wanted to do the job and charge me ******* dollars, when I said no they sent in false information on my unit. I want to get rid of this company and they say I'm under contract, which I never signed no contract with them .I think this company operates under false pretences and just exploits senor citizens money.
Business Response
Date: 11/07/2024
Complaint ***********
Thank you for contacting us regarding the above-referenced complaint. We approach each complaint with the utmost respect and use feedback to improve our service for our valued customers. We understand that there are always multiple perspectives and strive to find a fair resolution for all parties involved.
The consumer filed a claim for an air conditioner on 7/30/2024, indicating the unit was not turning on and that the filter was filled with water. Upon inspection, the participating vendor reported that an airflow restriction was causing the unit to freeze. Additional findings included bacterial growth on the blower and cabinet, corrosion on the blower wheel and motor, and rust/corrosion on the outdoor unit coils. As outlined in the policy, this was determined to be a non-covered failure due to rust, corrosion, and bacterial growth.
V. Coverage A. Air Conditioning System
Covered: Mechanical parts and components of two ducted electric central air conditioning systems, including all components and parts for units below 13 SEER and/or R-22 equipment.
Not Covered: Rusted/corroded coils, filters, filter driers, and various other parts and conditions as stated in the policy.
VII. General Limitations of ********************* Agreement specifies that we do not cover failures due to factors such as rust, corrosion, bacterial growth, and similar conditions beyond ordinary wear and tear. Additionally, the policy excludes coverage for any malfunctions caused by environmental factors, chemical buildup, or similar issues.
All claims have been processed in full accordance with the Service Agreement, which includes both specific inclusions and exclusions. As part of our commitment to customer satisfaction, we offered the consumer a goodwill amount of $400.00, which was accepted on 10/23/2024. The check for this amount was processed and mailed on 10/31/2024.
We remain dedicated to our core values of delivering industry-leading home warranty products and exceptional service to the customers we are honored to serve. If you have further questions, please dont hesitate to contact us at **************.
Customer Answer
Date: 11/12/2024

Complaint: 22474268

I am rejecting this response because: The $400 dollars they sent was money I paid because they wouldn't do their job to fix it, I looked into this with other companys and they said they should have fixed the problem because for a 19 yr old unit all the wear and tear was normal, when I talked to them again and told them my research with other companys , they said we will send you something for the company I hired to fix it which was nothing compared to what I paid to the technition that took care of the proplem.And im still paying monthly for service that they won't fix, I am throwing money away monthly for service I'm not getting.This company needs to be looked into by the attorney general for fraud.

Regards,

**** *******
Business Response
Date: 11/21/2024
Complaint ID: ********
We have properly addressed this complaint, citing the relevant sections of the policy that support our decision for denial of coverage. It is important to note that all home service contracts outline specific inclusions and exclusions.
To assist the consumer, a goodwill check for $400.00 was issued and mailed on 10/31/2024. According to our records, the check was cashed on 11/7/2024, which confirms received.
We apologize for any negative experience the consumer may have had and have, in good faith, provided assistance to help resolve the matter. Given our efforts, we respectfully request that this complaint be closed as resolved.
For any additional assistance or questions, please feel free to contact us at **************.
Initial Complaint
Date:10/24/2024
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.
Service plus home warranty (formally total home protection) offered me $250 to replace a built-in microwave in my Tucson rental. Cost were greater than that, but that’s all that they would pay. Service claim number ****** on 6/6/2024. I called in July August, September and October to question if the check had been issued and mailed and each time I was told no, but there was no reason. This is not the first time they have offered
to pay on a service repair and did not come through with the monies. In June 2021 I placed a service claim number ******* for air conditioning repair. They offered to pay $350, not near the cost of the repair. But $350 was never issued to me. The original policy number for total home protection is **********. Your help will be greatly appreciated. *****
Business Response
Date: 11/04/2024
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 circumstances beyond our control, there have been
some delays with checks. We are aware of
these delays and are working diligently to resolve them.
The consumers check was mailed 10/30/2024. We apologize for
any inconvenience this may have caused.
We have an unwavering commitment to uphold our founding
ideals to provide industry-leading home warranty products and exceptional
services to the customers we're privileged to serve. If you have any further questions, please
contact us at ###-###-####.
Initial Complaint
Date:10/24/2024
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 spoke to a representative over the phone on June 24, 2024 regarding a service plan offer. He stated that I could sign up for a plan from 1 year to 3 1/2 years. The more years you sign up for the better discount you would get. Therefor he offered me a plan for $1,170 for 6 months at $195 a month until plan is paid off. Also, h stated that anytime I become unhappy with their service, I could cancel my plan at anytime a get back my money unused service.

I filed a claim in late September or early October on my cooking range/stove, they told me that the service contract did not cover that part of the stove. Then I called back and told them I wanted to cancel my service plan, what the use of having it and it do not cover that part of service on my cooking range. Then they transfer me to a higher up person, I guess a supervisor, then I told the supervisor the same thing that I want to cancel my contract and that when he told me that I could not cancel my contract after I had already paid $695. Then I told him that is not what the sale person told me, he stated that I could cancel anytime if I was unhappy with my service. Then the supervisor asked me did a service company come out, I said no, they told me that part of the stove was not cover. Then he ask me if he could send someone to check it and I said yes but I am still going to cancel my contract. Then he told me that I would have to pay an additional $75 for the company coming out. Then I your sale person never mentioned that I would have to pay $75 for a service call. I told him the last company I had I never paid a service call. I just want to cancel my contract and bill me up to this date and give me my remaining money back. I did agree to let them send someone out again but service Plus paid for the service call and it just got fixed 2 weeks ago.
Business Response
Date: 11/04/2024
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 oven on 7/17/2024 stating the digital display was only showing
part of the time, but everything else was working properly. The consumer was advised
there was no mechanical failure and therefore based on the symptoms of the
failure was not a covered condition. In an effort to assist we advised we could
assign a vendor to diagnose the failure. The consumer contacted us to advise
the vendor did not keep the scheduled appointment. In an effort to not delay
service further 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 in order to
report the failure, parts & pricing. If determined to be a covered failure,
a reimbursement check is sent to the consumer upon receiving a copy of the paid
receipt. We never received a diagnosis or paid receipt.
We received a
chargeback on 9/19/2024 and 10/1/2024 which automatically cancels the policy as
per the Terms & Conditions.
XII. CANCELLATION
A. This Agreement
may be cancelled by SPHW for the following reasons: (i) nonpayment of Agreement
fees or other breach of this Agreement by the customer; (ii) nonpayment of
Trade Service Call Fee, as stated in section IV; (iii) fraud or
misrepresentation by the customer and/or customer representative of facts
material to SPHW’s issuance of this Agreement; (iv) any complaint, lawsuit, or
claim made by the customer; or (v) a change in laws or regulations that has a
material effect on the business of SPHW or SPHW’s ability to fulfill its
obligations under this Agreement.
Due to the
chargebacks being initiated, we are still awaiting on confirmation of the
determination from the chargeback company.
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:10/22/2024
Type:Billing 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.
Waiting for payment to help get a washer and still waiting since August
Customer Answer
Date: 10/23/2024

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. They said they sent out the funds yesterday.

Regards,

****** ******
Initial Complaint
Date:10/21/2024
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.
This home warranty insurance is a scam. There were 2 instances of my needing , one for a kitchen sink blocked and the other for the washing machine repair. Both instances, although fully covered , were reimbursed as below;Kitchen sink $100 reimbursed towards $275 actual cost Washer repair $35 reimbursed vs $300 actual cost
Business Response
Date: 10/31/2024
Complaint ID: ********
Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing stoppage on 8/25/2023 stating the sink was not draining.During the initial call in questionnaire, when asked when this issue started the consumer advised 8/24/2023 The participating vendor reported the kitchen sink and garbage disposal was clogged. The consumers policy became effective on 8/20/2023. It was determined with multiple component issues could not have happened within the short life of the policy and was a known or unknown pre-existing condition.
VII. GENERAL LIMITATIONS OF LIABILITY
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii)collapsed ductwork, (iii) known or unknown pre-existing conditions,deficiencies and/or defects.
In an effort to assist the consumer we authorized $100.00 goodwill to be paid to the vendor towards the repair.
The consumer placed a claim for a clothes washer on 12/27/2023 stating the unit was not leaking.The participating vendor reported there was a torn door seal gasket. As the policy covers normal wear and tear mechanical failures, it was determined this was a non-covered condition.
V. COVERAGE
D. Clothes Washer
COVERED: All components and parts, except:
NOT COVERED: Soap dispensers; removable minitubs; filter screens; k**** and dials; doors, door seals and hinges; glass; leveling and balancing; damage to clothing; commercial units; noise without a related mechanical failure; conditions of water flow restriction due to scale, rust, minerals and other deposits.
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 **********************.
The consumers policy which auto renewed on 10/21/2024 was cancelled on 10/22/2024 with the renewal payment of $46.96 being refunded back to the consumers card on 10/22/2024.
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: 10/31/2024

Complaint: 22456527

I am rejecting this response because: both items were very standard and should have paid in full according to their terms.

Regards,

***** ****
Initial Complaint
Date:10/21/2024
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.
Prepaid for their services. Had several claims for repair to cloths washing machine and never gets fixed properly. Their service is poor, and their claims **** are very rude. They currently owe us $300, promise to pay but the checks never arrive. I understand there is a class action suit filed against them and i would like to be added to this suit.
Business Response
Date: 10/31/2024
COMPLAINT ID: ********
Thank you for reaching out regarding your recent experience. We approach each complaint with respect and view all feedback as a chance to improve our service to valued customers like you. We strive for fair resolutions in all matters, recognizing that there are always two sides to every story.
Regrettably, due to a security issue, we found it necessary to freeze our account to ensure its safety. This ultimately required us to close the account, which resulted in some delays. We appreciate your patience during this process.
Were pleased to confirm that a check was mailed to you on October 30, 2024. We sincerely apologize for any inconvenience this may have caused and want to assure you that our commitment to providing industry-leading home warranty products and exceptional service remains unwavering.
Thank you again for your understanding. If you have any further questions or need assistance, please dont hesitate to reach out.
Customer Answer
Date: 11/06/2024

Complaint: 22452941

I am rejecting this response because: We received their $200 check today 11/6/24. This only settles part of my claim. They also promised to pay $100 to settle their claim #******. Also, I prepaid for 3 years of service, ( my bad ). We are starting the 2nd year of this commitment. I was promised that if they didn't perform as promised I would get my money back. I know this is probable a pipe dream but i would like to get some of this money back.

Regards, ***** ***

***** ***
Business Response
Date: 11/15/2024
Complaint ID: ********
We have thoroughly reviewed and addressed the complaint. Our company is dedicated to delivering a positive customer experience and doing what is right for our customers, contractors, employees, and ********************** as a whole.
Regarding claim #******, the check was authorized for payment on 10/21/2024. Typically, checks are processed and mailed within 30 business days, and this check is still within that timeframe. We sincerely apologize for the customer's negative experience and are committed to finding a resolution.
To expedite the process and resolve the dispute, we have requested that the check for claim #****** be processed and mailed within 7-10 business days from this response. If you need further assistance, please don't hesitate to reach out to us at **************.
Customer Answer
Date: 11/26/2024

Complaint: 22452941

I am rejecting this response because: in response to your inquiry to this matter Service Plus still owes us $100 for claim # ******. In their last correspondence they said payment would be processed on 10/21/24. We still havent received a check.

Regards,

***** ***
Business Response
Date: 12/06/2024
Complaint ID: ********
We would like to confirm that a check for claim ****** was mailed on 11/18/2024, as referenced by the consumer.
We believe this adequately addresses the consumers concern and request this complaint be closed as answered. If further assistance is needed, please don't hesitate to reach out to us at **************.
Customer Answer
Date: 12/07/2024

Complaint: 22452941

I am rejecting this response because: We received a check for $200 dated 10/30/2024, Reference ******, for claim # ******. We never received the check for $100 for claim #******.

Regards,

***** ***
Business Response
Date: 12/19/2024
Complaint ID: ********
We have thoroughly addressed this complaint.
Regarding claim ******, a check was mailed on 11/18/2024. Our system confirms that the check was cashed on 12/12/2024, verifying its receipt.
We sincerely regret the consumer's negative experience. However, as the matter has been resolved, we kindly request that this complaint be marked as answered.
If the consumer requires further assistance, we encourage them to contact us at **************.
Initial Complaint
Date:10/17/2024
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 paid for 3 years of service since my husband passed away and I am a single mom and figured since I have no help that this would benefit me. Everytime I put in a claim it gets denied. First complaint was about furnace not working and was denied since it was too soon after started policy, second claim was plumbing issue and paid for technician to come out and that was also denied. Final complaint was about refrigerator not working and at first it was denied because we moved it. After I explained we had to borrow one to use while mine was getting repaired they sent same guy out that came for plumbing issue to fix it. First he said it was over 10 years old and was unaable to fix it and was denied. Had to keep calling and gave correct serial number to determine it was only 1 year old. The technician came out ordered wrong part so had to order different part. After they sent 3 wrong parts I finally ordered correct part myself which was the control board and put it on. Representative said submit receipt and they would refund me for part since they were not able to fix it. I submitted receipt now they are denying it because I did not hire a technician to put on. I called to cancel policy because this is not the service I paid for and they said no since I signed contract. I want to just cancel policy and get refund because they do not help, deny every claim, and are very rude when I call. I do not even want to use the service because I end up paying a deductible and then they deny it. I believe this company scams vulnerable people who really need help like I do. I tried to get help from them to resolve this and do not get anywhere. and they just give me a difficult time
Business Response
Date: 10/24/2024
COMPLAINT ID: ********
Thank you for contacting us regarding your complaint. We value all feedback and use it to improve the quality of our services. We recognize that there are always two sides to every situation, and we strive to find a fair and equitable resolution for all parties involved.
Summary of Claims
Claim 1 Heating System (4/18/2024):
A claim was placed for a heating system that was not functioning properly. During the initial questionnaire, the consumer stated that the unit last worked on 4/4/2024. Since the policy became effective on 4/12/2024, this failure predates the policy start date. As per the service agreement, known or unknown pre-existing conditions are excluded from coverage.
Relevant Policy Section:
I. BASIS FOR COVERAGE
B. Systems and appliances must be in place and in proper working order as of the effective date of this agreement.
VII. GENERAL LIMITATIONS OF LIABILITY
A. This agreement does not cover pre-existing conditions, deficiencies, or defects, whether known or unknown.
Claim 2 Plumbing System (5/27/2024):
The consumer reported a water leak. Upon investigation, the vendor determined that the main sewer line had collapsed under the slab foundation. As stated in the policy, plumbing issues involving lines under the slab or foundation are not covered.
Relevant Policy Section:
V. COVERAGE
F. Plumbing System and Stoppage
COVERED: Leaks and breaks in water, drain, gas, waste, or vent lines, except if caused by freezing or roots.
NOT COVERED: Plumbing under the foundation or slab, concrete-encased plumbing, and other exclusions outlined in the service agreement.
Claim 3 Refrigerator (7/2/2024):
The consumer reported that the refrigerator was not turning on. The vendor determined that the control board had failed. The reported part was ordered to be delivered to the consumer for which we were advised the wrong part had arrived. We confirmed the part number needed in order to necessitate the repair and order the new part. We were advised again that the part received was incorrect for which the vendor contacted the manufacturer to get the correct part number. During this time, the consumer had the unit repaired by another vendor and submitted a receipt for $166.82. This reimbursement is currently being processed.
Resolution
To expedite the resolution of this complaint, we have requested that the reimbursement be processed and mailed within 5-7 business days.
Conclusion
All claims have been handled in accordance with the terms and conditions of the service agreement. We remain dedicated to providing exceptional service to our valued customers. If you have any further questions, please contact us at **************.

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