ComplaintsforServicePlus Home Warranty

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for a 2yr contract with this company on 6/2023. on 3/2024 I filed a claim for my roof. 2 days later I received an email stating they cannot find anybody in my area to fix my problem. I get another email telling me to find my own roofer and get reimbursed up to $300. I'm still waiting, and roof is still not fixed. On 6/2024 I filed another claim for my sewer drain, The next day I get the email, cannot find anybody, find your own and get reimbursed up to $200. I called the company on 6/14/2024 to discuss my frustration with the company and asked to cancel my policy according to their policy terms. I got told by the manager that day, the cancellation was processed. An hour later I get a call back we can't cancel. I called the manager back and asked why. The manager tells me they are not willing to cancel this policy according to their terms and conditions. I saw the cancellation should be in writing. I email a letter and mail the letter, asking to cancel the policy according to the terms and conditions. I still got no answer from my request. They are breaching their contract and forcing me to keep it.

  Business response

  07/18/2024

  Complaint ID: ********
  Thank you for contacting us with your complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers. We understand that there are two sides to every story and always strive for a fair resolution between all parties involved.
  The consumer placed a plumbing stoppage claim on 6/10/2024, reporting water coming up from the sewer drain. Due to limited availability of participating vendors, the consumer was offered reimbursement. This would involve the consumer contacting a local vendor to diagnose the issue, with the vendor needing to contact SPHW prior to any repairs to report the failure, parts, and pricing. The consumer rejected this offer. A participating vendor was assigned to the claim on 6/21/2024. Subsequently, the consumer informed us that they had the issue repaired independently and was advised to send in the paid receipt for review. We understand the consumer's frustrations and wanted to assist. The consumer requested to cancel, and to facilitate this, we advised sending in the paid receipt prior to canceling. Unfortunately, we never received the paid receipt.
  All claims have been properly serviced in accordance with the Service Agreement, which includes specific 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.
  We have canceled the consumer's policy and, in an effort to resolve this complaint, will issue a full refund. A refund check will be sent within the next 7-10 business days.
  We have an unwavering commitment to uphold our founding ideals of providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve. If you have any further questions, please contact us at ###-###-####

  Customer response

  07/22/2024

  [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,
  
  Kevin Diaz

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service plus home warranty has denied claims that have presented to them. My house was bought from another owner, and all appliances were working prior to claims being filed. This company operates in bad faith and are not honest. When I ask to speak to managers, or the manager over ******************, he refuses to honor that request.

  Business response

  07/05/2024

  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 air conditioner on 6/13/2024 stating there was inadequate cooling. The participating vendor reported that upon inspection of the unit,someone wired the unit incorrectly causing the unit to never turn the heater off. This was determined to be a non-covered condition as per the policy.
  VII. GENERAL LIMITATIONS OF LIABILITY
  R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired,installed, modified or damaged in the course of remodeling or unauthorized repair.
  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 **********************.
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted them on June 21, 2024 because my air conditioner was not pushing cooled air. Took them until Monday June 24, 2024 to get someone to come out to look at unit. Showed up at 1:30pm, said it was a connection with the electrical, connection was melted. Technician said they would contact home office to check with warranty to see if part would be covered. Technician is with Patriot Air Solutions, never received a call back from technician or their office and when I reached out to see what was going on, they explained that Service Plus would not cover the part because of cost and that it would be $285 to replace.Tried to contact Service Plus to find out why and so far no one has attempted to contact me back to answer my questions. It makes no sense to pay yearly costs and even pay the co-pay, to hear they won't cover anything over $200. If that's the case then why do they even offer the services of warranty insurance?This matter should be resolved in a refund of money spent in securing their services, plus what I just paid out in a co-pay, plus interest of putting the payment on my credit card at 16%.

  Business response

  07/03/2024

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for an air conditioner on 6/21/2024 stating the unit was not cooling. The participating vendor reported the disconnect box was shorted and melted. It was determined that this was a non-covered condition. 
  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to 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. 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.
  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 **********************. 
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Heater Failure Date - Monday June 17, 2024 Technician Sent out on Wednesday June 19, 2024 Service Plus refusal to replace Thursday June 20, 2024 Per their own contract, it states that replacement is warranted for "Normal wear and tear", However, they are trying to use a clause under Section 5, Letter G of the contract that states they will not replace for issues with the water tank.I would agree with this if the water heater were new and developed a leak in the tank, etc, however, per their selected service company, this leak was due to NORMAL wear and tear and could not have been prevented and therefore should be covered under my contract.

  Business response

  07/03/2024

  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 water heater on 6/17/2024 stating the unit was leaking. The consumer was advised at this time that this is a non-covered condition as per the policy. The consumer advised they did not know where the leak was coming from and a participating vendor was assigned to the claim. The participating vendor reported the tank was severely rusted/corroded.  As per the policy it was determined to be a non-covered condition.
  V. COVERAGE
  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED:Auxiliary and secondary holding/storage tanks; main, holding or storage tanks;expansion tanks; base pans; drain pans and drain lines; line restrictions;pressure reducing valve; sediment build-up; mineral and/or calcium build-up;rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers;energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis,repair and/or replacement.
  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.
  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 **********************.
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5 year home warranty. I filed a claim on June 11. 2024 for a refrigerator not cooling. A repairman came out on June 13th, and stated the refrigerator was irreparable. I contacted Service Plus on June 14th and was told that the repairman had not uploaded a diagnosis. I waited until June 18th before contacting service plus again. I was again told that they had not heard from the repairman, even though the repairman had told me that hed submitted the diagnosis twice before. On June 21st, I received an email stating the claim was denied because they do not cover ice makers nor water dispensers. I did not file a claim on either, because they both worked. When I spoke with supervisor *******, he told me that there was a water leak. I told he that there was not. He said he misread, and that it was a Freon leak which is not covered. He later said that there was rust on the back of the refrigerator. I offered to send him a picture. He finally stated emphatically that the claim was denied and that his goodwill offer to me was $200, then $250. I asked him to cancel this warranty since it was not serving me. He told me that I have a 5 year contract that could not be cancelled. I explained that when I bought and paid for it, I was told that I could cancel. He stated that I could not. ******* was rude and insulting throughout the conversation. I told him so, and suggested he play the conversation back so that he could hear what he said to me. I had an earlier claim for a broken door on a washer - it was denied. I had it repaired at my expense. Im 76 years old, on a fixed income, and thought I was doing something to protect myself. Instead, I was taken advantage of. Im sure Service Plus is just a non caring company whos motto should be, You pay your money, you take your chances. Is there anything I can do to have them honor their commitment?

  Business response

  07/03/2024

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  The consumer placed a claim for a refrigerator on 6/12/2024 stating the unit was not cooling. A participating vendor reported there was a refrigerant leak. It was determined as per the policy that leaks of any kind are a non-covered condition. 
  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.
  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 **********************. 
  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 9th, 2024, our cooktop malfunctioned causing a burning smell noticed by my tenant. A picture taken revealed burn marks near the junction box connecting to the *******. I promptly contacted HSC, and was advised to file a claim on their website, specifying that the cooktop was inoperative. Despite this, no electrician arrived. After several days and follow-up calls, HSC closed the initial claim without resolution, prompting me to file a second claim.An electrician from REIGN CITY ELECTRIC (phone: **********) was assigned for an appointment on Wednesday, January 17th, 2024, but failed to show up on four separate occasions without prior notice. Meanwhile, my tenant remained inconvenienced at home.Due to the prolonged wait and inaction, I contacted HSC again as my tenant was unable to use the cooktop for two weeks. Eventually, HSC permitted me to hire an electrician independently for repairs, which cost $106. We were charged a $65 deductible and received a refund of $41 from HSC.Now we want to stop the contract with HSC, according to the contract, we have to pay back their refund of $41, and closing fee $45. Plus, HSC charged us ****** more for the "first" claim which nobody is coming and we had only and one same issue. 2 HSC "managers" told me they don't have any record of what happened, but they said they paid 2 claims (which is lie because they would have charged me $65 the deductible, if it had been the case), And they told us you don't have other option or you can't cancel the contract. I need them give me a refund of this $****** that they plundered for nothing.

  Business response

  07/01/2024

  Thank you 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.
   Please be advised that we have no record in our system for this consumer being a SPHW customer.  As stated within the complaint multiple times, HSC is ********************* for which ServicePlus is not affiliated. This complaint is not intended for ServicePlus. 
  We request this complaint be removed. 
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company fraudulently delays claims that are covered within their home warranty plan. They transfer you around, have constant excuses that your claim has been escalated or someone will call you back which they never do. This is fraud. They hope you give up if you have a claim and simply steal your money.

  Business response

  06/24/2024

  Complaint ***********
  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  Regarding the specific complaint filed on 6/4/2024 about an air conditioner that was not cooling, the participating vendor determined that the blower motor was shorted to ground. Unfortunately, as per our policy, a shorted to ground component is considered a non-covered condition.
  V. COVERAGE
  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, ********, 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 serviced in strict accordance with the Service Agreement. While our contracts include both inclusions and exclusions, our commitment to providing a positive customer experience remains unwavering. We strive to uphold our founding ideals of offering industry-leading home warranty products and exceptional service.
  If you have any further questions or need additional assistance, please do not hesitate to contact us at **************.

  Customer response

  07/02/2024

  [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

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Home Warranty services were never honored.backup from 2022 ( never assigned a contractor).clothes dryer 9/5/2023 (paid Deductible over the phone for service and tech never showed and after warranty company was advised and NEVER reassigned service..this resulted in me canceling the policy for poor service..company continued to charge my card, claimed they dont have a cancellation policy mail on file and I am continuously harassed for monthly payments for services not rendered. I am being serviced by another company and I pay a higher rate for more coverage. Service Plus has poor customer service and they are apparently renewing and raising rates without consent from the consumer. They billed my bank card twice on 4/30/2024 for $71 each, even after cancellation and I believe my credit card was also charged (I will confirm). I want my cancellation effective October 31st 3023, which was more than 6 weeks for Service Plus to make right the 9/5 service NO SHOW.all payments paid after should be refundedStop emailing me request to update my card and stop calling our cell phones asking for donations because theres no service being rendered for $71 per month plus deductible.

  Business response

  06/20/2024

  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 we always look for a fair resolution between all parties.
  The consumer placed a claim for a clothes dryer on 9/1/2023, stating that the unit was not drying the clothes. On 9/5/2023, a virtual diagnosis was conducted, which reported a failed heating element. We then assigned a participating vendor to the claim to handle the repair, and an email was sent to advise the consumer to contact the vendor to schedule an appointment. On 9/7/2023, the consumer contacted us and was advised to contact the vendor to set up a mutually agreed-upon date of service. The consumer never contacted us to advise that the vendor did not show up to handle the repair until 3/28/2024, when the consumer informed us that they had fixed the unit on their own.
  All claims have been properly serviced in accordance with the Service Agreement. 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 has been canceled as per the Terms & Conditions on 6/10/2024. In an effort to assist the consumer we waived the $50.00 administrative fee. 
  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 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 questions, please contact us at **************.
  
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Very disappointed in their customer service and their actual service. Tried to settle a claim for over 5 months with "check being processed" answer for every call, spoke with customer retention manger {Kevin) who instructed me how to cancel service. sent the attached cancelation letter certified over 20 days ago no answer or return service. They are very dishonest and are not addressing anything I have brought forward and are delaying my attempt to cancel and receive a refund so that they can do it later when they have no choice and diminish my return amount. my letter stated that I was reasonable and would part ways amicably but obviously this scam of a company has no integrity.

  Business response

  06/18/2024

  Complaint ID: ********
  We sincerely apologize for the frustration and inconvenience you've experienced with our customer service and the processing of your claim. Your feedback is very important to us, and we take these matters seriously.
  We regret that your claim has taken longer than usual to settle, and that our responses have not provided the resolution you deserve. Additionally, we are deeply sorry to hear about the delays in processing your cancellation request and the lack of communication you have received. This is not the standard of service we strive to uphold. The policy has been cancelled and the applicable refund will be processed within 7-10 business days from this response. 
  We regret any distress this situation has caused you and appreciate your patience. Thank you for bringing this to our attention. If you would like to discuss the cancellation and applicable amount being refunded, please contact us at ###-###-####.
  
  

  Customer response

  06/27/2024

  [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 to close the complaint. However, I do think they are a quality company.

  
  Regards,
  ****** ***** 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty contract with Service Plus. I pay fifty- one dollar a month and seventy dollars per service call. I filed a claim in March,2024 and waited about a week for a response. I called the claim department and was told they hadnt been able to get provider but if I could find one I could engaged the provider if his service was $200or less without an approval. I was able to get a company.I sent them their document along with their bill. There was never any mention of an eight week delay in payment nor was there an adjustment in the bill. Im being told I have to wait a maximum of eight weeks before I am reimbursed and I would receive a check for one hundred thirty dollars.My complaint with Service Plus is the lack of transparency and honesty. I want the $200 we agree to because I could have gotten the repair done for less if I had the opportunity to call a company that did not have to meet Service requirements. The item which needed repair was an outdoor sprinkler.

  Business response

  06/12/2024

  COMPLAINT ID:  ********
  Thank you for bringing your concerns to our attention. We greatly value our customers and take all feedback seriously as part of our commitment to continually improving our services.
  We understand that there are often two sides to every story and aim to find a fair resolution for all parties involved.
  The reimbursement form that was emailed to the consumer states We will reimburse an independent service contractor that we approved in writing at our rates (and not the rates of the approved independent service contractor). We are not responsible for expenses you incur without our express written consent.
   Regarding the consumer's complaint about the check, we confirm that it was mailed on 6/10/2024. 
  Our commitment remains unwavering in upholding our founding ideals of providing industry-leading home warranty products and exceptional services to our valued customers.
  If you have any further questions or concerns, please do not hesitate to contact us at **************.
  
  

*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. ↩