Business Profile

Home Warranty Plans

ServicePlus Home Warranty

This business is NOT BBB Accredited.

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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:10/11/2024
Type:Sales and Advertising 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 policy for both of my homes in *****. The purpose of such services is to protect home systems such as plumbing, **, appliance issues etc. I have had the policy for about a year. On at least three occasions I filed a claim for an ** issue and two plumbing issues. No coverage was provided for the plumbing issues and a plumber was never sent to at least look at the problem. On the ** issue a technician was sent by Service Plus and the technician collected the full service cost. When I stated that my policy ask that I pay $75 and the warranty would cover the rest. The technician said he didnt know what I was talking about and I had to pay full cost. As a result, 4 months ago I cancelled my policy for false advertising. Over the last 4 months I have been receiving harassing emails, texts and calls asking for past due monthly payments. I have spoken to several representatives about my cancellation and to stop the harassment but to no avail. These folks are crooks. Please help. Policy number *********.
Business Response
Date: 10/24/2024
Complaint ID: ********
Thank you for contacting us regarding your complaint. We take all customer feedback seriously and use it to continually improve the quality of our services. We understand that every situation has two sides and are committed to ensuring a fair resolution for all parties involved.
Summary of Claims
Claim 1 1ST PROPERTY Plumbing System (1/28/2024):
A claim was filed for low water pressure at the kitchen sink, while the rest of the home had normal pressure. After evaluation, it was determined that the issue stemmed from the faucet itself. As per the terms of your service agreement, issues related to faucets are considered non-covered conditions.
Claim 2 2ND PROPERTY Plumbing System (1/10/2024):
A second plumbing system claim was submitted regarding a ************* flow from the kitchen faucet. Again, it was determined that the issue was within the faucet, which is excluded from coverage under the policy. You were also advised that the brand of faucet you own has a lifetime warranty, and it was recommended to contact the manufacturer for assistance.
Relevant Policy Section:
F. Plumbing System and Stoppage
COVERED: Leaks and breaks of water, drain, gas, waste, or vent lines (except for freezing or root-caused issues); toilet mechanisms; stoppages and clogs in drain and sewer lines up to 100 feet from the access point.
NOT COVERED: Faucets, fixtures, valves, stoppages caused by foreign objects, water filtration systems, and any conditions related to water pressure, among other exclusions as detailed in your agreement.
Claim 3 2ND PROPERTY Air Conditioning System (4/25/2024):
A claim was placed regarding water leakage from the air conditioning unit. Upon review, this was identified as a maintenance-related issue, which falls under non-covered conditions per the service agreement.
Relevant Policy Section:
A. Air Conditioning System
COVERED: Mechanical parts and components of ducted electric central air conditioning systems.
NOT COVERED: Filters, maintenance-related issues, drain line stoppages, rusted coils, and other exclusions outlined in your policy.
Conclusion
All claims have been processed according to the specific terms and conditions of the service agreement. We remain committed to delivering excellent service while upholding the standards and guidelines of our home warranty products.
Both policies have been cancelled as of 10/24/2024 as per the Terms & Conditions. In an effort to resolve this complaint, we have waived the $50.00 administrative fee associated with cancellation for each property.
If you have any further questions, please do not hesitate to contact us at **************. We appreciate your understanding and thank you for allowing us to serve you.
Initial Complaint
Date:10/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We took appliance insurance from Serviceplus Warranty and have had this policy for over a year. On September 24, 2024, lodged a claim that our air conditioner is not working. On September 25, 2024, a technician from **************** (*********************************************************) came and checked the air conditioner, took pictures and said the blower motor and thermostat need to be changed. I gave a check for $75 to *************** which has been cashed. ****** services Technicia said he will send the estimate to Serviceplus Warranty and will order parts once approval is received. Since that time, I have called *************** and was told that approval has not been received. I called Serviceplus and was told that they have requested and are awaiting details from ***************. When I called back **************** they are saying no further information other than the estimate was requested. I have made several call to both establishments and keep getting the same story
Business Response
Date: 10/22/2024
Complaint ***********
Thank you for reaching out to us with your concerns. We take every complaint seriously, treating it with the utmost respect, and we appreciate your feedback as it helps us continually improve the services we provide to our valued customers. We understand there are two sides to every situation, and our goal is always to achieve a fair and reasonable resolution for all parties involved.
In regard to the air conditioner claim, we received the diagnosis from the vendor on October 9, 2024, and authorization for the blower motor replacement was provided the same day. We have since reached out to the vendor to confirm they received the authorization and can proceed with the necessary repairs.
We remain committed to upholding our founding principles of offering industry-leading home warranty products and exceptional customer service. Should you have any further questions or require additional assistance, please dont hesitate to contact us at **************.
Initial Complaint
Date:10/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim on a dryer in April 2024. Service Plus stated that the cost it would take to fix the dryer will be more than what the dryer was worth so they said that they would pay out $200 to assist with replacing the dryer. I followed up once or twice since the initial claim in April. Service Plus stated I only called to follow up September 13, October 3, and October 8. They said on numerous occasions the claim had been approved since April 2024, and they were going to mail a check and send an email. Unfortunately, they have not paid out for the dryer I got rid of. I am very frustrated with this process and do not understand why they are not paying out so I can replace the dryer. I’ve had to spend an excessive amount of money on public dryers due to their lack of transparency and integrity. I am looking for them to keep their word and payout.
Business Response
Date: 10/22/2024
COMPLAINT ID: ********
Thank you for contacting us regarding your recent complaint. We treat every complaint with the utmost respect, using your feedback as an opportunity to improve our service to our valued customers. We understand that there are always two sides to every story and strive to reach a fair resolution for all parties involved.
Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays.
The check was mailed 10/21/2024. We sincerely apologize for any inconvenience this may have caused.
Please know that we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to our customers.

Customer Answer
Date: 10/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** *******
Initial Complaint
Date:10/08/2024
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.
Issued a claim to have my microwave repaired on 5/25. I had to pay upfront to have them come and look at the microwave. I paid the $75 to have the technician come out and look at the microwave. The technician ( ****, ***************** ) came out assessed the microwave. Informed me that he could fix and would let the company know. A week later the company contacted me and said that they wasnt going to fix it and that they would just send me a check for $150 to replace the microwave and it would take several weeks before I received the check. I called back in July because I still hadnt received it. They looked it up and said oh it was issued and since I hadnt received it that they would put a claim on it for a missing check and they would issue me out another one. I called back in August they said I was on the list for the next batch of checks to be issued and still nothing. Called back again in September and they said they still don't have any answers and I may be on the next batch of checks to be issued. I called back again on today 10/8 and she said the same thing, they have no answer for me and I may be on the next batch of checks to be issued.
Business Response
Date: 10/17/2024
COMPLAINT ID: ********
Thank you for contacting us regarding your recent complaint. We treat every complaint with the utmost respect, using your feedback as an opportunity to improve our service to our valued customers. We understand that there are always two sides to every story and strive to reach a fair resolution for all parties involved.
Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays.
In an effort to resolve this complaint we have requested the check be expedited and mailed within 7-10 business days.
We sincerely apologize for any inconvenience this may have caused. Please know that we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to our customers.
Initial Complaint
Date:10/01/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a service claim for non-working fan (claim #******) . Assigned contractor could not fixed the issue and Service Plus approved $190 as cash in lieu on May 20, 2024. They promised to send check within 4 to 8 weeks. I never received any check. On July 18, 2024 customer *** escalated the matter to *************************** Since then customer *** and their supervisor kept telling check in processing and already approved. And I should receive any time. I gave up calling customer service number as *** (and their Supervisor) have no answer as why I don't have check even after more than 4 months. I have many issues with this company but atleast for the issue above they broke all the records unethical business practices.
Business Response
Date: 10/09/2024
Complaint ID: ********
Thank you for contacting us regarding your recent complaint. We take every concern seriously, as it provides us with valuable insight to improve our services. Our goal is always to address issues fairly and efficiently.
In this case, our account experienced a security breach, which required us to freeze and ultimately close the account for further protection. We recognize that this may have caused delays, and we sincerely apologize for any inconvenience.
As per our records, the check was mailed on 10/2/2024.
We remain committed to upholding the highest standards of service and appreciate your understanding in this matter. We respectfully request that this complaint be closed as resolved.

Customer Answer
Date: 10/11/2024

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.

Regards,

****** ***
Initial Complaint
Date:10/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased home warranty from Service Plus Home Warranty. Filed claim in 05/2024 due to water leak in the bathroom wall. They could not provide a service technician so we had to find a local plumber. Service Plus accepted our claim and agreed to refund us $200.00. As of today we have not been refunded (10/01/2024). Told check was still in process sand again told they would look into it. I have been calling almost every week and either the check is being processed or it is waiting to be mailed.

Also the email BBB provided for mediation is not a good email address (********* *****************
Business Response
Date: 10/09/2024
COMPLAINT ID: ********
Thank you for contacting us regarding your recent complaint.
We treat every complaint with the utmost respect, using your feedback as an
opportunity to improve our service to our valued customers. We understand that
there are always two sides to every story and strive to reach a fair resolution
for all parties involved.
Unfortunately, our account was compromised, which
necessitated freezing it for security reasons. To ensure safety, we decided to
close the account, which caused delays.
The consumers check was mailed 10/2/2024. Our system shows
the check was cashed 10/8/2024.
We sincerely apologize for any inconvenience this may have
caused. Please know that we remain committed to our founding ideals of
providing industry-leading home warranty products and exceptional service to
our customers. We politely request this complaint be closed as answered.
Customer Answer
Date: 10/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************** **************
Initial Complaint
Date:09/30/2024
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.
on 06-18-2024 i filed a service call with the company which they apparently told me to pay the tech which I did and they would reinburse the $200 they sent me a check however the check they sent me bounced and they stated they would issue me another check within the week, a month later they finally sent the check with all these apologies and gave me a FREE service call. moving forward I placed a service call for a leaking sink which they dont cover either, I expressed to the representative that it is a leak and they kept telling me they dont cover faucet well the water leaked from somewhere. moving forward again a free service call. I have had enough I spoke to William that I wanted to cancel the contract and he said I would only receive $86 dollars and I told him that I paid 674 and what was paid out was 200 and the 50 fee for cancelling however he stated that they are charging me the FREE service calls. $75 each even with that it would be 150 plus the 86. I then told him look I want at least 350 back to me. He said there is nothing he can do. I was told the service fees where free and now they want to charge me those free services for their mistakes. I told them I would contact the BBB to let them know that they are not keeping the contact intact. I am not asking for all the money back I was asking for the refund of the contract and was will to take the 350 since they gave me the FREE service calls and now they are trying to steal my money. I paid the contract in full however the constant inconsistency and they did not complete the service and are charging me for free service calls.
Business Response
Date: 10/14/2024
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.
Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays. At this time the consumers check had already been mailed. Unfortunately, due to the account’s status, the check could not be processed. To mitigate the inconvenience, we issued credits for any bank charges and applied a free service charge fee to the consumers account.
The consumer requested to cancel the policy as per the Terms & Conditions on 9/30/2024. The consumer purchased a 1 year + 2 free months policy on 5/28/2024 for the promotional rate of $615.00. With 4 months of service at the paid contract rate of $51.25 a month totals $205.00 (free months are not included within this amount) with $389.95 (which includes a pending goodwill check of $100.00) for costs incurred and an administrative fee of $50.00, totals $644.95. This exceeds the amount the consumer paid in; therefore, no refund is due. The free service charge fees have not been included within the cancellation calculation.
XII. CANCELLATION
C. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
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 the customer would like to cancel the policy as per the Terms & Conditions, please contact us at ###-###-####.
Customer Answer
Date: 10/14/2024

Complaint: ********

I am rejecting this response because:

The response is not accurate however at this time I will no longer pursue the complaint. Thank you for your time. I will wait until the contract is over.

Regards,

***** ******
Initial Complaint
Date:09/30/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
solicited over the phone from this company telling me that they had great coverage like ******** **** ****** .it's a complete scam 100% they cover absolutely nothing and made two payments on the policy already and saw that the reviews are absolutely horrible they have an 81% denial on claims with the Better Business Bureau they have over 115 complaints this company is just an absolute scam I want my money back and I want this policy cancelled they refuse to cancel anything because all they care about is their $45.00 a month or whatever money they can get out of you
Business Response
Date: 10/04/2024
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 online for a dishwasher on 9/22/2024 stating the unit was not coming on. During the initial claim questionnaire, when asked when the last time the unit was working, the consumer specified 9/2/2024. The consumers policy became effective on 9/12/2024, for which this failure pre-dates the start date of the policy.
It's worth noting that with the amount of customers SPHW has, complaints make up less than 1% of our customer base. All claims are handled in strict accordance with the Service Agreement, which outlines both inclusions and exclusions.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumers account has been cancelled and the two payments made have been refunded as of 9/30/2024.
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. We request this complaint be closed as answered.

Customer Answer
Date: 10/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. but to note that the statement that was made about the dishwasher and time line is NOT correct and is a false statement. they took 7 days after the claim was filed with NO response or communication. Then they turned it down. 2 payments were made -per the refund. before any cliam was made.

Regards,

*** *******
Initial Complaint
Date:09/28/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Most of this is written about under desired resolution. My policy number is *********. The claim number is ******* I even sent an e-mail to the CEO from an e-mail address that I found online and there was no response from him.
Business Response
Date: 10/04/2024
COMPLAINT ID: ********
Thank you for contacting us regarding your recent complaint. We treat every complaint with the utmost respect, using your feedback as an opportunity to improve our service to our valued customers. We understand that there are always two sides to every story and strive to reach a fair resolution for all parties involved.
Unfortunately, our account was compromised, which necessitated freezing it for security reasons. To ensure safety, we decided to close the account, which caused delays.
The consumers check was mailed 10/2/2024. We sincerely apologize for any inconvenience this may have caused. Please know that we remain committed to our founding ideals of providing industry-leading home warranty products and exceptional service to our customers.
Customer Answer
Date: 10/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *********
Initial Complaint
Date:09/22/2024
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.
This is ***** ******. my address is *********************************. my phone number is ************. I tried to get a refund and cancel my account my account. I did not I added the service plan. I called several times about canceling the plan. I am not interested in the service plan. Please assist me in canceling the plan and getting a refund. Thanks. ***** ****** ************
Business Response
Date: 10/04/2024
COMPLAINT ID: ********
Thank you for reaching out to us regarding your recent
request for policy cancellation. We value every customer interaction, and your
feedback is important in helping us improve our services.
We understand that you purchased a 1-year term policy on July
19, 2024, with a monthly payment rate of $55.80 as part of a promotional offer.
Your policy's end date is August 19, 2025.
In response to your inquiry on September 20, 2024,
requesting a full refund, we would like to clarify our cancellation policy:
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after
thirty (30) days, you shall be entitled to a pro rata refund at the standard
contract fee rate for the unexpired term, less a $50 administrative fee for
each unused term and any service costs (including, but not limited to, any
goodwill payments or settlement payments made to you) incurred by us. In the
event this Agreement is canceled, any free months offered will be removed from
the prorated refund amount. If we have provided services and the amount of the
service costs incurred by us is greater than the contract fees paid, then no
refund will be due to you.
As the policy is past the initial 30-day period, it is not
eligible for a full refund. However, if you would like to proceed with
canceling the policy in accordance with the Terms & Conditions, you may
contact us at ***************
We remain committed to upholding our promise of providing
exceptional home warranty services and appreciate your understanding in this
matter. Should you have any further questions or wish to proceed with
cancellation, please do not hesitate to reach out.

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