ComplaintsforServicePlus Home Warranty

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I put in a work order in late may/early June to get the AC repaired. Service plus told me that I needed to find a technician to do the work. I did and the tech tried replacing a part just to realize that I needed a new unit. Originally service plus agreed to refund 600 when there was a part that needed replacing but now since I need a new unit they refuse to give the maximum reimbursement of 1400. Stating I would need to pay more money for a test that was already done by the company but told me that I would still get the 600. I have had a new unit put in and I’m still waiting on the 600 refund that they said would take 6-8 weeks. It is now 13 weeks and for the last 3 weeks I have called they have told me that they will escalate the problem. Not only did they not grant me the full reimbursement but have yet to send the 600 after I had to find my own technician and now begging them weekly to send me my funds.

  Business response

  09/09/2024

  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 bank 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.

  Business response

  09/17/2024

  COMPLAINT ID: ********
  As mentioned in our previous response on 9/9/2024, your check was scheduled to be mailed within 7-10 business days. We are pleased to confirm that the check was sent the next day, on 9/10/2024.
  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 request this complaint be closed as answered. 
  

  Customer response

  09/18/2024

  [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

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by this warranty company about warranty my appliances and things in My Home. I was told that things were covered when I went to file. I was told that my things were not covered. I asked for a paper copy to be mailed to my house for the agreement that was never done. They have these fast fast talking salesman that get you to buy these products and promise you all these things but then they dont make return on their goods

  Business response

  08/30/2024

  
  COMPLAINT ID: ********
  Thank you for bringing these concerns to our attention. We value all feedback as it helps us continually improve our services for our esteemed customers. We understand that every situation has multiple perspectives, and we are committed to finding a fair resolution for everyone involved.
  Regarding the claim submitted on August 20, 2024, for the ductless built-in wall air conditioning unit, we regret to inform you that this type of unit is not covered under the terms of the policy.
  Air Conditioning System Coverage:
  Covered: Our policy covers the mechanical parts and components of up to two (2) ducted electric central air conditioning systems with a capacity of up to 5 tons, specifically for residential use. Coverage includes components for units below 13 SEER and/or R-22 equipment. If repair or replacement of covered equipment is needed and cannot be done with the current SEER rating or R-22 equipment, we will facilitate the repair or replacement with 13 SEER/R410A equipment or 7.7 HSPF or higher compliant parts.
  Not Covered: As outlined in our policy, certain items and systems are excluded from coverage, including filters, non-ducted wall units, mini-split wall units, and other specified components. Unfortunately, your ductless built-in wall unit falls under these exclusions.
  For our customers convenience, we have adopted a paperless approach, and the full details of the policy are available on our customer portal. The consumer can log into their account at any time to review or print a copy of their policy. If they require a hard copy, it is also possible to print one directly from the portal.
  We handle all claims in strict accordance with the Service Agreement, ensuring that both inclusions and exclusions are carefully considered. Our commitment remains to provide a positive experience for our customers, contractors, employees, and **********************, while adhering to the terms of our policies.
  Should you have any further questions or require additional assistance, please feel free to contact us at **************.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been paying for service plus warranty. I call to utilize my warranty, they told me the policy is that they have 24/48 hours to have a technician out. It has now been 5 days since I put in the original claim. When I call they have given me the run around saying that they are looking for a technician. I have not received any updates. They are not helping me resolve my issue. I want a refund.

  Business response

  08/27/2024

  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 water heater on 8/12/2024 stating there was no hot water.  The consumer was advised during this call that if they did not want to wait for a participating vendor to be assigned, they could go through reimbursement. Reimbursement is where the consumer contacts a local vendor to come out to the home and diagnose the system. The consumers vendor must contact SPHW prior to any repairs to report the failure, parts & pricing. If determined to be a covered failure, a reimbursement check is sent to the consumer upon receiving a copy of the paid receipt. The consumer rejected this offer. Due to limited availability of participating vendors, the consumer was offered reimbursement again on 8/14/2024, 8/15/2024 and 8/17/2024, which was rejected. A participating vendor was assigned to the claim on 8/19/2024.  
  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 **************.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a claim for my oven July 21 2024. My oven stopped working. They did send a technician to look at it. He said it needed replaced. I heard nothing from Service Plus for a week. I checked their website and it said the claim was closed. I called them and they said they couldn't replace it. They said they would send me a check for $200 in about 6 to 8 weeks. This amount will not replace my oven. I decided to end my association with Service Plus. They refused to cancel my contract. They charged me for Aug. 2024 service. This is unacceptable. I do not want to be charged for Sept. 2024 or any other coming month. They cannot continue to take my money. Is there anything else I can do?

  Business response

  08/27/2024

  
  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 an oven on 7/20/2024 stating the unit was not turning on. The participating vendor reported the door hinge was broken and not heating. The vendor also reported due to the age of the unit, and needing so many parts which some of which were no longer available, we offered the consumer funds as per the policy. 
  VII. GENERAL LIMITATIONS OF LIABILITY
  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. SPHW is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by SPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.
  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 response

  08/31/2024

  
  Complaint: 22157781
  
  I am rejecting this response because:
  
  HI,  What I want to know is, are they going to cancel my contract.  That is all I want.  I do not want to be charged any more monthly fees for their services.  I want nothing more to do with this business.  They refused to cancel my contract when I called them.  Can a business really do that?  Seems outrageous.  
  
  Regards,
  
  ******* ****

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  washing machine can't be repaired was told a check for $300.00 was being sent. Called when check nit received was told was issued and would receive in 2 weeks. Was not received was told an issue with check and would be sent soon about several weeks. started problem June still waiting. for check. Second time no check received last time told problem with their account adjustments would be made.

  Business response

  08/26/2024

  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.

  Customer response

  08/26/2024

  [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

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service Plus denied my claim requesting repair on my air conditioning unit in my home. My House-pro Maintenance Company came out on Thursday August 8, 2024 and reported that the blower motor in the attic needed to be replaced. I then reported the outage to Service Plus Warranty Company advising them what needed to be done. Service Plus came out on Friday August 9, 2024 and reported they found that the blower motor was out; he said the one I needed cost approximately $1000 and it would have to be submitted to the office for approval. On Monday August 12, 2024, I received an email stating it was disapproved because it was pre-existing. I called to cancel the plan on Tuesday August 14, 2024 because I figured they would say every appliance I had would have a pre-existing issue. The gentleman I was transferred to in cancellations was extremely rude, would barely let me tell him my side of the story. I asked him if he had a Manager and of course he said NO, HE WAS THE MANAGER! He offered to give me $100 on my repair. which I rejected. I told him I just wanted to cancel my membership and he said I could NOT! It was for a year! I told him nobody told me it was a contract and he said it was in the policy. I did not receive a policy when I signed up for the plan.I was finally sent one via email which got lost among so many other emails!!! I just want to CANCEL this membership and move on because I dont think its a reputable company and I dont want to deal with them!!!I had to pay $650 to have the ac repaired!Additionally, I had paid Service Plus $80 for 2 months membership.I think my short membership was the REAL reason the claim was denied but they hide behind some other asinine reason that they put on paper!!!I would like the $80 refunded; I would like the repair cost of $650 - $75 regular service fee . If the claim had been approved, I would have only paid $75 for the repair.

  Business response

  08/23/2024

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We treat each complaint with the utmost respect and use this feedback to continually improve the service we provide to our valued customers. We understand that there are two sides to every story, and we always strive to reach a fair resolution for all parties involved.
  The consumer placed a claim for an air conditioner on 8/8/2024. During the initial claim intake, we inquired when the unit was last functioning properly, and the consumer indicated it was on 8/7/2024. The policy became effective on 7/24/2024. Upon inspection, the participating vendor determined that both the blower motor and the capacitor had failed. Given the failure of multiple components within such a short period after the policy's effective date, it was determined that these issues were a known or unknown pre-existing condition. 
  As per our terms of service:
  This Agreement does not cover any known or unknown pre-existing conditions.
  Coverage applies to the systems and components mentioned as "covered" in accordance with the terms and conditions of this Agreement, provided they were in place and in proper working order on the effective date of this Agreement.
  While we are committed to providing a positive customer experience and doing what is right for all our customers, contractors, employees, and our **********************, this claim unfortunately falls outside the scope of coverage.
  At ServicePlus, we have an unwavering commitment to uphold our founding ideals by providing industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions, please do not hesitate to contact us at **************.

  Customer response

  08/25/2024

  
  Complaint: 22138826
  
  I am rejecting this response because:
  
  The business response is simply rhetoric as I told them before, because they can and probably do say that with any appliance a customer submits a claim for repair!  His worker never mentioned the capacitor being bad, NOR did the receipt from them mention the capacitor, only the blower motor!!!  As I said, the ac was working fine the day before and there is NO WAY I could possibly know that a blower motor is  bad or even going bad!!!  Thus, they could say the same about any and all conditions claimed; they could use the same flimsy excuse saying the condition was pre/existing!!  Additionally, no one ever told me there was a 12 month contract!!!  I did NOT receive a manual from the company until weeks after I joined and I had to request it!!!  

  When I called the company to cancel the membership, the man was very rude on the phone which is unacceptable!!!  I dont want to spend my money with any company that outright lies, give flimsy excuses, add stuff you havent been told about, have rude representatives, hide information from customers, etc!!!

  I will attach the receipt I was sent from the company as well as the receipt from House Pro, my A C Maintenance company I had at the time the claim was submitted to this company.

  
  Regards,
  
  ***********************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  18 May 2024 AC fan motor went out. They sent technicians out the next day and then Service Plus wouldnt approve the repair because of the price. They hired another technician to do the job but he couldnt do it because he said it would be about 2 weeks to check it out. Service plus told me I could hire my own technician which I did. **** heating and air conditioning came out and fixed it the same day. I pay $61.00 a month for the warranty plan and they couldnt find anyone willing to come out to fix it. They approved $225 as reimbursement and it cost me $1,077 out of my pocket to get it fixed. It was fixed on the 30th of May. I had to wait 2 weeks without AC before Service Plus couldnt find anyone to come fix it. Service Plus said it would *********** to 8 weeks to get my check and it has been 10 weeks. I think they should reimburse at least half of the cost of the repair. This is unacceptable. I would not recommend this business to anyone.

  Business response

  08/22/2024

  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. 
  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.
  
  

  Customer response

  08/23/2024

  [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,
  
  *******************************

*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. ↩