Complaints

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

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• 

  ServicePlus Home Warranty

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

• 

  ServicePlus Home Warranty - Sphwvt, Inc.

  768 Putney Rd Unit 1 Brattleboro, VT 05301

• 

  ServicePlus Home Warranty

  11260 Chester Rd, 7th Floor Cincinnati, OH 45246

• 

  ServicePlus Home Warranty

  3064 Wake Forest Rd Raleigh, NC 27609

• 

  ServicePlus Home Warranty

  1 Mifflin Pl Ste 400 Cambridge, MA 02138

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:09/19/2024

  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 company calls and gets your money up front but they do not do any of the work they should be obligated to do. You call them and you get the transfer to another group and no one is of value there. They steel your money. They need to be stopped. This is not fair to our Senior citizens.

  Business Response

  Date: 10/04/2024

  Complaint ID: ********
  Thank you for bringing your concerns to our attention regarding the recent plumbing system claim. We take every complaint seriously, and your feedback helps us improve our services for all valued customers.
  We understand that you placed a claim on September 16, 2024, for a leak within your home. During our follow-up conversation, you mentioned that the leak appeared to be coming from the water heater area in the closet.
  To expedite the process and avoid delays in service, we offered the option of reimbursement, which would allow you to contact a local vendor for diagnosis. In such cases, the vendor would need to contact us before completing any repairs to report the issue, provide part and labor costs, and await approval for reimbursement. Once approved, we would send a reimbursement check upon receiving the paid receipt. However, you declined this offer at the time.
  On September 19, 2024, you reached out again to inquire about reimbursement but informed us that the repair had already been completed. As outlined in our service agreement, we regret to inform you that we are unable to reimburse for services performed without prior approval:
  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.
  While the claim was processed in accordance with the terms of the Service Agreement, we are committed to maintaining a positive customer experience. Should you wish, you may submit the receipt for the completed repair to ************************* *** review. Though the condition is non-covered under the policy, we will review the documentation to explore if any assistance can be provided.
  We value your trust in our services and remain dedicated to delivering industry-leading home warranty products. Should you have any further questions or concerns, please do not hesitate to contact us at ***************

• Initial Complaint

  Date:09/18/2024

  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.

  I filed a claim to have my A/C repaired on August 19, 2024. I had paid Service Plus Home Warranty $1,352.00 a year ago for a policy good from July 2023 through February 27, 2027. I also paid $75.00 for a service man to come out and he did August 21, 2024. He found the compressor to be over-amping which caused it not to work properly. This company refused to send me a paper copy in the beginning due to "being a green company that has not sent a hard copy out since 2016." I finally got one AFTER I had finished paying the entire sum of $1,352.00 UP FRONT. 16 days after our claim (and over one year after signing up with them), this company e-mailed me to say that our unit is not covered by their company. I have since found out that they were sued and lost the case. They were found to be falsely advertising to senior citizens like us. They refuse any recourse. We cannot afford an attorney and throw good money after bad, but something needs to be done to stop them from doing this to other folks. Please.

  Business Response

  Date: 09/27/2024

  
  Complaint ID: 22304574
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for an air conditioner on 8/19/2024 stating the unit was constantly running. The participating vendor reported the compressor failed due to open windings. As per the policy this is considered a non-covered condition. 
  A. Air Conditioning System (Platinum Plan Only) 
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only. 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. 
  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; 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 thermal expansion, Schrader, 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 locked and/or 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. 
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our company.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at 1-800-545-0402.
  
  

  Customer Answer

  Date: 09/28/2024

  
  
  Complaint: 22304574
  
  
  
  I am rejecting this response because: We were never given the opportunity to see a contract (with all of the many exclusions) until AFTER we had paid the entire amount of $1,352.00!  With every item or appliance that Service Plus claims to cover, they have so many exclusions that I personally have no idea what they DO cover!  We had to force them to ever send a copy of our contract.  We feel lied to and cheated and want our money back!  
  
  
  
  
  
  
  
  Regards,
  
  
  
  Lucinda Eubanks

  Business Response

  Date: 10/09/2024

  Complaint ID: 22304574
  Thank you for bringing your concerns to our attention. We
  have thoroughly reviewed the details of your complaint, and after careful
  consideration, we must respectfully maintain our decision. The applicable
  sections of your policy, which outline both coverage inclusions and exclusions,
  provide grounds for the denial of coverage in this case. Unfortunately, the air
  conditioner failure resulted from a condition not covered under the terms of
  your home service contract.
  For your reference, a copy of the policy is always available
  on our website at https://www.serviceplus.com/.
  Simply visit the homepage and scroll to the bottom under the
  "Resources" section to view the "Terms & Conditions."
  This policy was also emailed to you at the time of purchase, and it remains
  accessible through your customer portal. Additionally, customers are given 30
  days to review the policy and, if dissatisfied, may cancel for a full refund
  within that period.
  We sincerely regret any frustration this may have caused and
  apologize for your negative experience. Should you need further assistance,
  please do not hesitate to contact us at 1-800-545-0402.
  

• Initial Complaint

  Date:09/16/2024

  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 contacted ServicePlus Home Warranty on July 15, 2024 when my Swamp Cooler quit working and asked to get a contractor to check the system and get it fixed. They said they'd get on it and I should get a notice before long. I wanted 2 weeks and heard or received nothing. I called again and was given a run-a-round and told they were working on it but having trouble finding a contractor.. I waited another week and basically the same BS. Before I filed this claim I called and said I wanted to cancel so I was transferred to somebody named ****. **** apologized and dropped my monthly fee and said my 1st service call would be free because I had a problem the year before so **** gave me his direct line if I had any problems so I called **** and found out he lied and he did not give me his direct line. It's been 2 months and many calls later and still nothing. I decided I would have to call someone myself or they'd never do it so I asked the man to send me a letter stating they would pay upto $300 to have someone come out and look at, diagnose and possibly fix the problem. If problem was bigger I would have to get authorization for more money but I also wanted them to pay me within 2 weeks of claim being filed after all I'm paying them monthly and they promptly take my money so I shouldn't have to wait to be reimbursed. The *** said he was writing as we spoke but I never got anything from them. They are con artists and nothing more. I am going to cancel this plan because I don't trust them. They lie and deceive every chance they get. I want my money back or at least get it fixed.

  Business Response

  Date: 09/27/2024

  COMPLAINT ID: ********      
  Thank you for reaching out regarding your recent complaint.We value all feedback as it helps us continuously improve our services and ensure the best experience for our customers.
  After reviewing the details, we understand that the consumer placed a claim for an air conditioner on July 16, 2024, due to it not turning on. Given the limited availability of our participating vendors at that time,and to avoid further delays, we offered the consumer the option to proceed with reimbursement. This approach allowed the consumer to engage a local vendor to diagnose the issue, with the understanding that they would contact us before completing repairs to confirm the failure and approve parts and pricing. Once approved, we would process a reimbursement check upon receipt of the paid invoice.
  We sent multiple emails to confirm the pre-authorization amount, which may have inadvertently gone into the consumers spam or junk folder. All claims have been handled in full accordance with your Service Agreement.
  While we regret any inconvenience caused by the delay in service, its important to note that we do not have control over vendor availability, which is why reimbursement is provided as an alternative to expedite service.
  At ServicePlus we remain committed to upholding our founding ideals of delivering industry-leading home warranty products and exceptional customer service. If you have any further questions or concerns, please feel free to reach us at **************.

• Initial Complaint

  Date:09/14/2024

  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.

  My central air conditioning system broke on Sunday June 16,2024. I called Service Plus on Monday June 17,.2024 to report it. I was told that they would find a contractor in 24 to 48 hours. After 72 hours they still hadn't found on a contractor to send. I was informed by Service Plus that I could use my own contractor.
  I asked how I would be reimbursed for the repair. I was told to send the invoice in, and they would reimburse me within 30 days. After 30 days and no reimbursement I called and was informed that refund are 6 to 8 weeks not 30 days.
  The air conditioner was completely repaired on June 21,2024 with Service Plus's approval. On June 24,2024 the cost was approved for $295. even though the repair cost $413. I was told they did not approve the full amount because their contractor would only get paid $295.
  The complaint is that it will be 12 weeks on Monday, September 16, 2024 (2 days from today) and the check still is not processed.
  I feel they have been fraudulent since day 1 when I bought the policy. They do not have contractors to handle the area I live in. When you get your own contractor, they do not want to reimburse you.
  At this point I would like the $295 and all my premiums back since January 8, 2023, I am asking this since they misrepresent themselves.

  Business Response

  Date: 09/23/2024

  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 bank 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 9/16/2024.
  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.
  
  

• Initial Complaint

  Date:09/13/2024

  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 have had this warranty since I purchased my New Home. The policy started in 3/2020 and contract till 3/23. I have only filed 3 claims with the company. Only 1 was resolved. the second one I paid for out of pocket because it was a REAL hassle getting the company to help. They take you through some unnecessary questions and are RUDE about what your situation may be. This current claim was filed on 8/3/24 and it was a disaster from the start. I filed the claim for my plumbing in my Master bedroom. I went through the necessary steps, set pictures etc. They contracted with a company called KEEPE after 2 or 3 days and they scheduled a visit then canceled the visited and rescheduled. They (KEEPE) required a $125 service fee which was paid immediately. Keepe came our and was not there 15 mins and reported they could not do the job. It took several weeks after that (Numerous Calls) before Service Plus finally reported they did not have a service provider. They finally said they authorized $325 and I could get my own plumber. I did and they came our fixed the issue in one day. I paid out of pocket another service fee and paid the plumber. I asked Service plus to cancel my policy and they are not cooperating with my request. I do not feel I am getting the service that was promised. One of the stipulation in the month to month cancellation is that (A -iv) if "any complaint, lawsuit, or claim made by the customer" I would like the policy cancelled ASAP. They are holding me hostage saying I cannot cancel. So far I have paid this company over 2,000 and have not received the promised service.

  Business Response

  Date: 09/23/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for a plumbing system on 8/3/2024 stating there was a leak in the home. A participating vendor reported there was a leaking pvc pipe that deteriorated due to corrosion. This condition can be caused by exposure to acidic or alkaline conditions, is considered a non-covered condition as per the terms of the policy.
  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 handle all claims in strict accordance with the Service Agreement, which specifies inclusions and exclusions. Our aim is to deliver a positive experience for our customers while maintaining fairness to all parties.
  To assist the consumer, we offered a goodwill payment of $279.30 toward the repair on 8/30/2024. Checks are processed and mailed within 30-45 business days. As of 9/23/2024, the policy has been cancelled, and we will expedite the goodwill check within 5-7 business days as a resolution to this complaint.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at ###-###-####.
  
  

• Initial Complaint

  Date:09/13/2024

  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 have had a home warranty plan through service plus going on 2yrs. I filed a claim back in May of 2024 had a repairman came out to look at the central air unit and said that the part needed to be ordered. I then check with ************ and they said they've been waiting to hear from the vendor. The next thing I see the claim was closed in May of 24. They then stayed that a check will be mailed to me for $250 because they couldn't get the part it was on back order. Then they proceed to tell me the check will be mailed and six to eight weeks. I have been calling them going back and forth with them to get this $250 check they keep telling me it's being mailed it's being mailed it's being mailed. Then they have me sign a form saying a release of funds within 15 business days. That expired on the 10th of June. I still have not received a check let alone someone fixing my central air unit. I have now been waiting for months for a $250 check. I would like my payment that is owed to me. I have made my monthly payment to them on time every month and they can't get me a check for $250 let alone repair a central air unit. I would like to get the money owed to me and I want my contract with them to be done.

  Business Response

  Date: 09/20/2024

  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 bank 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 9/16/2024. 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.
  

• Initial Complaint

  Date:09/09/2024

  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 have a home warranty with service plus.Better Business Bureau will you please put my complaint on your site to let people know these people is a ripoff they have the highest service call fee than any other home warranty company I ever had my complaint is first of all the air conditioner went out in july I called this company for a repair and it took them 3 weeks to get anyone to repair it I end up paying out of pocket second my electric went out in my basement they sent a guy who they have contracted not a company the man found the problem and did a temporary fix on it upon trying to fix the problem he disconnected my camera system and all my flood lights which I need to protect my home today is Sept ****** and I still haven't heard from this company this isn't how you do business if I would have just listen to the reviews I wouldn't patronize this company please put this on their business I also paid ****** service fee and my problem isnt fixed what's the purpose of a warranty when they want fix anything

  Business Response

  Date: 09/19/2024

  COMPLAINT ID: ********
  Thank you for contacting us regarding your recent claim. We value all feedback and take complaints seriously, as they help us continuously improve our services for our valued customers.
  The claim in question pertains to the air conditioner unit, which the consumer reported as non-functional following a power outage on 7/15/2024. It was stated that the unit was last working properly on 7/14/2024. Our participating vendor identified that both the capacitor and hard start kit had failed.
  According to Section VII-D of the Service Agreement, failures resulting from power failure; power surges are excluded from coverage. Additionally, it was noted that the policy became effective on 6/23/2024, and it was determined that the issues identified could not have developed within the short time since the policy's start date therefore determining the power outage caused this failure. 
  We want to assure you that all claims are handled in strict accordance with the Service Agreement, which clearly outlines both covered and non-covered conditions. Our goal is to ensure a fair and positive experience for all partiescustomers, contractors, employees, and the company alike.
  If you have any further questions or concerns, please feel free to contact us at **************. We remain committed to delivering industry-leading home warranty products and exceptional service to all our customers.

• Initial Complaint

  Date:09/06/2024

  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.

  The sales team's assertion that they will replace any product they are unable to repair is misleading and has caused significant frustration. Regrettably, my previous air conditioning system has ceased to function on the Thursday prior to labor day with temps ranging from 107 to 109 daily..they did not assign a technician. Until the following Wednesday after labor day. The service technician finally came on the 7th and said that my condenser was locked up. So when we called the claims department the technician said I had an old outdated R22 system that needed replaced. It was 19 years old. The claims agent asked the technician what caused the condenser to lock up. My technician said that he wouldn't know unless he disassembled it. At that time the claims agent asked could it be burnt or open windings. Which my technician said yes it could be but he didn't know for sure. So the agent said he would process the request for an entire system replacement and let the claims supervisor make the final decision. The next day I called in and was told my claim was denied due to they do not cover malfunctions that are due to burnt or open windings. So during normal use of a system, if the windings become burnt or open, is that not normal wear and tear? Those guys put everything that can possibly go wrong in the stuff not covered. The only other claim I made was for a bad water heater..they said they do not cover water storage tanks. Is a hot water heater itself not a water holding tank with heating elements in it, and after years of having water in it will it not finally rust through and leak? SERVICE PLUS HOME WARRANTY IS A TOTAL SCAM. These jerks work harder at not paying claims than they do taking care of their customers.I have been paying premiums for 3 years and have only submitted 2 claims and both times they were denied over technicalities they put in their not covered items they supposedly do not cover. Which anything that can go wrong is in the stuff not covered!

  Business Response

  Date: 09/17/2024

  Complaint ID: ********
  Thank you for bringing your concerns to our attention. We highly value all feedback, as it helps us continuously improve the quality of our services. We are committed to addressing every concern fairly and transparently.
  We understand that the claim in question was made on 8/15/2024 for an air conditioner that was reported as non-functional. After a thorough evaluation by the participating vendor, it was determined that the unit's compressor had locked windings. Unfortunately, this specific issue falls under the list of non-covered conditions outlined in the service agreement.
  Per the terms of coverage under Section V, Air ********************* the policy covers mechanical parts and components of two (2) ducted electric central air conditioning systems with certain exclusions. While we aim to facilitate repairs or replacements when necessary, the following are explicitly not covered under your policy:
  Locked or open windings
  Other specific components and conditions detailed in your service agreement
  As per the policy, all claims are reviewed and handled in accordance with these outlined inclusions and exclusions. We remain committed to ensuring a fair and positive resolution, but also to upholding the terms of the agreement.
  If you have any additional questions or would like further clarification, please do not hesitate to reach out to us at **************.
  

  Customer Answer

  Date: 09/20/2024

  
  Complaint: 22251227
  
  I am rejecting this response because:
  It was never determined that the unit actually had bad windings or not, it waqs assumed by the claims representative!. That was com*-************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************pletely an assumption made by the claims representative. He suggested it was bad windings. the a/c technician clearly stated to the representative that he could not determine why the unit was locked up unless he were to take the unit apart to further investigate the unit failure.The a/c technician and myself both feel that the claims rep.suggested the bad windings simply to deny the claim and avoid the unit being replaced. Service plus home warranty policy conditions and terms clearly does not match their sales pitch of if we cant repair it then we will replace it I havce made only 2 claims aftet 3 years of their policy they denied both claims for ridiculous reasons                                                                                                                                                                               

  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 09/27/2024

  Complaint ID: ********
  We properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage.  All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition. 
  We sincerely apologize for the consumers negative experience.We politely request this complaint be closed as answered.  For further assistance, please reach out to us **************.
  
  

• Initial Complaint

  Date:08/30/2024

  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.

  I had a 3 year contract and was not satisfied with the service. So, when they called me to renew, I told them I was not satisfied and did not want to renew. The representative yelled at me and tried to tell me they had paid every claim in full. I explained to him that no plumber in town wanted to change out my wax ring on my toilet because they did not want to work with Service Plus and I was forced to do it myself, but he still kept yelling and trying to make me feel bad for not renewing. Within days a charge appeared on my card for a month-to-month contract with them. I have searched the user portal and can find nowhere to formally cancel the contract. I tried calling them, but they were closed.

  Business Response

  Date: 09/09/2024

  Complaint ID:   ********
  Thank you for bringing your concerns to our attention. We value all feedback from our customers, and we strive to resolve every situation in a fair and satisfactory manner.
  Upon reviewing the account, we found that the policy was automatically renewed on 8/27/2024, as per the terms of your agreement.However, once we became aware that you no longer wished to continue the policy,we promptly canceled it and processed a refund of $49.96, which was credited to the consumers account on 9/3/2024. We received a chargeback on 9/5/2024 which was already refunded prior on 9/3/2024.
  We take great pride in upholding our commitment to providing high-quality home warranty products and exceptional service to our valued customers. If you have any further questions or concerns, please feel free to contact us at **************.

• Initial Complaint

  Date:08/27/2024

  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.

  On 8/20/24, I submitted a repair request for my refrigerator. I got a call the next day to give the specific details for the repair which was for the icemaker. I explained the issue and was told someone from **** appliance repair will be contacting me. I was informed that there is a $75 fee to be paid before claim is submitted. It was a phone repair interview, no repairmen was coming to my home for the evaluation. On 8/27/24 I was informed via email that my policy did not cover the icemaker. Due to the fact that when selecting Serviceplus I was sure the icemaker was covered. Disappointed in the way my claim was handled I called to inquire about refund and if not satisfied to cancel my policy. I was told I'm locked in until April, and that there's nothing I can do. No one should pay for service that isn't provided. I not only want my service charge back but to cancel my policy. I pay the platinum fee of $57.00 a month for something that doesn't cover something simple as an icemaker.

  Business Response

  Date: 09/09/2024

  Complaint ID: ********
  Thank you for reaching out to us regarding the mentioned complaint. We value every complaint highly and utilize this feedback to improve our services for our esteemed customers. We recognize that there are always two sides to every story and strive to find a fair resolution for all involved.
  The consumer placed a claim for a refrigerator icemaker on 8/21/2024 stating the unit was not producing ice at all. To initiate immediate assistance, we offered a virtual diagnosis. This would allow us to get the diagnosis prior to a vendor being dispatched for repair. The diagnosis submitted was that the icemaker was working and producing ice. The consumer does have icemaker coverage. Unfortunately, the crushed ice solenoid failed, which is a part of the ice dispenser. As per the policy the failure of the ice dispenser is a non-covered condition. 
  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.
  VI. OPTIONAL COVERAGE
  K. Refrigerator Ice Maker
  COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:
  NOT COVERED: Free standing ice makers; Freon; disposal and recapture of Freon; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 per contract term for access, diagnosis, repair and/or replacement.
  All claims have been handled in accordance with the Service Agreement, which includes specific inclusions and exclusions. Our dedication lies in ensuring a positive customer experience and doing what is right for our customers, contractors, employees, and our **********************.
  We remain steadfast in our commitment to our founding principles of offering industry-leading home warranty products and exceptional services to the customers we are honored to serve. If you have any further questions, please contact us at **************.
  
  

  Customer Answer

  Date: 09/10/2024

  
  Complaint: 22205328
  
  I am rejecting this response because: when selecting the cause of complaint there are limited selection provided. During the diagnostic session over the phone as mentioned, the icemaker was straining to produce the ice unless there are multiple attempts. The noise that it makes when trying to get ice is an indication it will eventually fail. I am still seeking to opt out of the service due to the conversation I had during the service call and the recording of return call that I have regarding my claim. The coverage should have been explained at that time of the phone call, instead of proceeding with the repair diagnostics. So I guess it would be covered if it were completely broken?
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 09/19/2024

  Complaint ID: ********
  Thank you for bringing your concerns to our attention. After thoroughly reviewing the claim, we have cited the relevant sections of the home service policy that support the denial of coverage. As with all home service contracts, there are both inclusions and exclusions. In this case, it was the dispenser, not the icemaker, that experienced the issue. Unfortunately, the dispenser is a non-covered condition as outlined in the policy.
  We sincerely regret any inconvenience this may have caused and are committed to assisting in finding a resolution. To help resolve the matter and close the dispute, we are pleased to offer a waiver of the service call fee free of charge. This free service charge has been added to the consumers account to be used on the next claim. 
  Should you need further assistance or wish to discuss this offer in more detail, please feel free to contact us at **************.

  Customer Answer

  Date: 09/19/2024

  
  Complaint: 22205328
  
  I am rejecting this response because: I would prefer not to do business with your company, and you can keep the service charge. I want to discontinue my membership completely do to the fact I only own the refrigerator in question and a microwave. I have moved to a new residence and these are my only possessions. So there is no need for a warranty outside of my refrigerator. Resolution for this complaint is to End the warranty.
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 09/27/2024

  Complaint ID: ********
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed and properly addressed the complaint, citing the relevant sections of your policy for reference. As requested, your policy was cancelled effective September 27, 2024. We have also waived the past due amount as well as the administrative fee typically associated with mid-term cancellations.
  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 good will 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.
  We sincerely apologize for any negative experience you may have encountered. We politely request this complaint be closed as resolved. Should you need further assistance, please feel free to contact us at **************.