Business Profile

Home Warranty Plans

ServicePlus Home Warranty

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Complaints

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

Customer Complaints Summary

760 total complaints in the last 3 years.
149 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In September 2024, I filed a claim with Service Plus for my dishwasher. Service Plus did authorize a vendor to come out and address the issue. The Vendor came to my home six times over one month. Three of those visits required parts to be ordered each time. After installing three different parts, the Vendor could not rectify the problem and stated they would let Service Plus know and further information would come from them. Service Plus did contact me and state they would provide me money in lieu of continuing repair attempts. On November 1, 2024, ************ authorized $250 to be paid to me as their contractual obligation for replacement of the appliance. After three weeks since the authorization, I had not received the payment. I contacted ************ and was advised the payment could take up to eight weeks after authorization for the check being mailed. Even though I had made calls around the Christmas and New Years Holidays, i still had not received the check and was now told I would receive an email from Service Plus when the check was physically cut and mailed. I received an email on February 18, 2025 the check was cut and being mailed. The email confirmed my address and said to allow 7-10 days for the check to arrive via ****. In March 2025 I called because I had not received the check. I was told to contact the ***************** and inquire with them where my check is. I did not contact the ***************** about this because the check was not mailed with any tracking identification and was sent via regular mail. In April 2025 I contacted Service Plus to let them know I still had not received the check. I was told to inquire with the **** again. I replied there's no tracking info and **** cannot assist with finding the check. I asked about re-issuing the check and was told there's a $30 re-issue fee which would be deducted from the check amount. I declined that option. I still do not have the check
Business Response
Date: 07/01/2025
Complaint ID:23465053
Thank you for contacting us regarding your recent concern.
We take every complaint seriously and appreciate the opportunity to use your
feedback to enhance the service we provide to our valued customers.
We understand that there are often two sides to every
situation, and we always strive to reach a fair and reasonable resolution for
all parties involved.
In regard to your specific case, we reissued a check on June
16, 2025. Our records confirm that the check was cashed on June 25, 2025, which
indicates it was successfully received. We sincerely apologize for any
inconvenience the customer experienced, although we have no control over USPS
delivery times. As a courtesy and in the interest of providing excellent
customer service, we waived the standard fee associated with the stop payment
and reissue process.
We remain dedicated to providing a positive customer
experience and upholding our commitment to integrity, fairness, and quality
service—for our customers, contractors, employees, and our company alike.
Customer Answer
Date: 07/01/2025
[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 23465053, and find that this resolution is satisfactory to me, although the waiver of a check re-issue fee is news to me. I was told I had to wait 90 days from the date the original check was allegedly cut before they would cut another check and not deduct $25 or $30 for their re-issue fee. That's why I waited so long before pressing the issue again.

Regards,

Harry Hatten
Initial Complaint
Date:06/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have not provided the service as promised. Continuously, stall to send technicians. In October 24my oven was broken they did not fix it until the end of Jan25. In April,25 the refrigerator got worse when the technician came out and after a tremendous out of time in June 25 they said they would send someone after I told them I was canceling. ***** #**** he said he was the manager of the resolution department and would not cancel it until September 25. I told them that they broke the contract by not providing the services that was promised. I had called on Saturday and they told me to call today to cancel. Need help getting it canceled.
Business Response
Date: 06/20/2025
Complaint ID: 23445348
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.
While the policy
was canceled on June 11, 2025, we want to emphasize that we value this consumer
as a customer. Our goal is always to build and maintain positive, long-term
relationships with those we serve. We regret that the policy did not meet the
customer's expectations and appreciate their feedback as an opportunity to
improve our services.
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 1-800-545-0402.
Initial Complaint
Date:05/19/2025
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.
Over a year ago someone contacted me about a great deal for a home warranty program for my home. It was less expensive than I was paying so I decided to change plans. They took a real long time to get me my documents and then when I actually needed to use it I found out about a service call fee of $125 which did not include the repair costs. If they decide there is no coverage then you have to pay for the repairs. I was never told about this part of the plan. I am skeptical that they will just say its not covered and over charge me. When my toilet broke and needed immediate repair, a technician never contacted me in 2 days. I went to a plumber who will now fix my garbage disposal for far less than ServicePlus. They can be out in a day or two. I tried cancelling and they will not let me out of the contract until it expires so they say on 10/14/25
Business Response
Date: 05/28/2025
Complaint ID: ********
Thank you for contacting the company regarding the above-referenced complaint. The company values all customer feedback and treats each complaint with the utmost respect. Every concern is viewed as an opportunity to improve the overall customer experience. It is understood that there are two sides to every situation, and the company always strives to reach a fair and reasonable resolution for all parties involved.
In this case, the customer submitted a claim on May 17, 2025, for a garbage disposal unit that was reported as not turning on.
Per the Service Agreement (Section III. Requesting Service):
Service may be requested by calling ************** or through the online customer portal.
Under normal circumstances, the company will contact an authorized Service Contractor within two (2) business days, or within four (4) days on weekends and holidays.
The Service Contractor will then reach out to the customer to schedule a mutually convenient appointment during normal business hours.
The company determines whether a request qualifies as an emergency and makes reasonable efforts to expedite such cases. Expedited scheduling for non-emergency services may be possible for an additional fee, subject to contractor availability.
In accordance with this policy, a participating vendor was assigned to the claim on May 20, 2025. On May 21, 2025, the customer informed the ********************** that the issue had already been resolved independently.
All actions related to the claim were carried out in full compliance with the terms outlined in the Service Agreement. As with all contracts, there are specific inclusions and exclusions that apply.
The customers policy was subsequently cancelled on May 21, 2025, in accordance with the Terms & Conditions.
The company remains committed to upholding its core values by offering industry-leading home warranty products and delivering exceptional service to the customers it is privileged to serve.
Initial Complaint
Date:05/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up Feb 18, 2025 for 2 year service plan and now finding out that they keep putting you off and don't fix the item under warranty. Started a claim Sunday, 5/11 and the company went as far as having a technician from their service company, ********************* come out, collect my $75 fee, diagnosed the problem, condenser frozen and destroyed, and told me he now has to order the part, AFTER they submit their findings to ServicePlus.........I have had to call daily and as of 5/16, ServicePlus has not sent approval to ********** to even order the parts. I believe they have scammed me into this 2 year contract and don't plan on servicing anything. Please make them be accountable.Thank you,**** *******
Business Response
Date: 05/27/2025
Complaint ID: 23337447
Thank you for reaching out to us regarding the above-referenced complaint. We value all customer feedback and treat each concern with the utmost respect, as it provides us with opportunities to improve the services we offer our valued customers. We understand that there are often two sides to every story and strive to reach fair and equitable resolutions for all parties involved.
The customer submitted a claim on May 11, 2025, for a refrigerator that was not cooling properly. A participating vendor was dispatched on May 12, 2025. The technician’s findings indicated that the compressor was operating at a minimal level due to a severe internal restriction within the filter dryer and capillary tube.
According to the terms of the Service Agreement, this issue constitutes a non-covered condition. The relevant section of the agreement is outlined below:
V. COVERAGE – C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including the 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 valves to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers not integral to the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multimedia centers; and internet connection components.
We confirm that this claim was processed in full accordance with the terms and conditions of the Service Agreement. As with all contracts, there are both inclusions and exclusions.
However, in the interest of customer satisfaction and as a gesture of goodwill, we offered the customer a $300.00 payment toward the cost of the non-covered condition. This offer was accepted on May 16, 2025.
Our commitment remains steadfast in upholding our founding principles by delivering industry-leading home warranty products and exceptional service to every customer we are privileged to serve.
If you have any further questions, please feel free to contact us at 1-800-545-0402.
Customer Answer
Date: 05/28/2025

Complaint: 23337447

I am rejecting this response because: The issue was not quite as cut and dry as they said. They compensated me as a good faith gesture?? No, that's how the warranty is supposed to work. If it is too much to fix, they give you something towards a new one. Their way of business is not acceptable to me and I want to cancel the 2 year warranty and have my $$ refunded, less the $300(have not received yet). So I want to cancel this and get my $1800 returned to me. It needs to be noted on their business that they are not what they say they are.

Regards,

Faye Knowles
Business Response
Date: 06/03/2025
Complaint ID: 23337447
We have properly addressed this complaint and cited the applicable sections of the service agreement that support the denial of coverage. As with all home service contracts, there are both inclusions and exclusions.
The failure in question was determined to be a non-covered condition, and as such, SPHW had no financial obligation under the terms of the policy. However, in an effort to assist the customer, we extended a $300 goodwill offer.
The full-service agreement is available at any time on our website at www.serviceplus.com under the "Resources" section and can be reviewed prior to purchase. Additionally, customers are provided with a 30-day review period following the purchase, during which they may cancel for a full refund if not satisfied with the Terms & Conditions
We sincerely apologize for the customer's negative experience. If the customer would like to proceed with canceling the policy as per the Terms & Conditions, they may contact us at 1-800-545-0402 for assistance.

Customer Answer
Date: 06/04/2025

Complaint: 23337447

I am rejecting this response because:

How in the world would you know to cancel a warranty like this, in 30 days?!?! This company is ripping people off and is unfair. If they are not going to cover the cooling part of a refrigerator/freezer......what are they covering?? This is a total disservice to the public and they should be stopped. And I have yet to receive the $300 promised.
I WANT A FULL REFUND

Regards,

Faye Knowles
Business Response
Date: 06/11/2025
Complaint ID: 23337447
We treat each complaint with the utmost respect and use all feedback as an opportunity to continually enhance our service to valued customers. We recognize that every situation can have multiple perspectives and remain committed to reaching a fair and equitable resolution for all parties involved.
The policy was canceled on June 11, 2025. While we understand the circumstances that led to this decision, we want to reaffirm that we value this individual as a customer. Our goal is always to build and maintain long-term, positive relationships with the customers we serve.
In this case, the previously authorized check was revoked, as the amount was applied to costs incurred under the agreement. A prorated refund is currently being processed in accordance with the terms outlined in the Service Agreement.
Section XII – Cancellation
As specified in our Service Agreement:
• If both parties agree to cancel the agreement after 30 days, the customer is eligible for a prorated refund based on the standard contract rate for the unused term.
• This refund is subject to a $50 administrative fee per unused term, as well as the deduction of any service costs incurred by us, including goodwill or settlement payments.
• Additionally, any promotional free months provided will be deducted from the prorated refund amount.
We remain steadfast in our commitment to uphold the values on which our company was founded delivering industry-leading home warranty products and exceptional customer service to those we are privileged to serve.
Customer Answer
Date: 06/17/2025

Complaint: 23337447

I am rejecting this response because:

So far the policy was cancelled, but no refund has been issued, even though they sent me an email that said it was refunded.

Regards,

Faye Knowles
Business Response
Date: 06/20/2025
Complaint ID: 23337447
We have thoroughly addressed the consumer’s complaint and referenced the applicable sections of our policy. As requested, the consumer’s policy was cancelled on June 11, 2025. The email confirmation sent to the customer indicated that refunds are typically processed within 15–30 days.
We confirm that the refund was processed on June 20, 2025.
We sincerely apologize for the consumer’s negative experience and respectfully request that this complaint be closed as answered.
Customer Answer
Date: 06/26/2025
[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 23337447, and find that this resolution is satisfactory to me.

Regards,

Faye Knowles
Initial Complaint
Date:05/14/2025
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.
The ServicePlus home warranty company portrays itself as a company the covers the typical failures of equipment in a typical household, however all claims submitted to date have been denied because of fine print in the policy that is not shared up front at the moment of sale, but available online after an account is created. These exclusions and requirements are cleverly worded to leave the impression of a comprehensive coverage, however in practice results in all claims being denied or paid off with an amount that is a fraction of the repalceemnt costs. examples:-wine cooler - excluded from coverage - dishwasher - repair part no longer available, offered to pay $156, what the replacement part would have costs. After protest offered to pay $300. The replacement costs was $1823 -built in microwave - denied, even though the policy covers built in microwaves, and this microwave was built in, but the manufacturer markets it also as a countertop with a build-in trimkit, they have a basis to deny the claim - Waterheater stopped working; water heaters are fully covered but not tankless water heaters......- **, The ** claim would have been covered but the part that failed was. still under manufcturers warranty, so the claim is denied because they do not deal with manufacturers, resulting in the part is covered by the manufacturer but the replacement of the part I need to pay, $1100 to have it replaced. Coverage denied. I cannot find anywhere in the policy that coverage of equipment that After these experiences I requested to cancel the policy are get the prorated policy amount refunded. I was assured (verbally when purchasing the policy) that I could cancel at anytime and would be refunded the prorated premium. I paid $1980 on 25 July 2024 for 6 years of coverage.I am requesting a payment of the $1100 ** repair and a refund of the remaining prorated policy and cancellation ofthe policy All in all from my perspective a highly deceptive business
Business Response
Date: 05/20/2025
Complaint ***********
Thank you for contacting us regarding the above-referenced complaint. We treat each concern with the utmost respect and view customer feedback as a valuable opportunity to enhance our service to the valued customers we serve. We understand there are always two sides to every situation and remain committed to reaching fair and reasonable resolutions for all parties involved.
The service agreement is available at all times on our website at ****************************** under the "Resources" section, prior to purchase. Additionally, consumers are provided with a 30-day review period following the purchase, during which they may cancel the agreement for a full refund if not satisfied.
A summary of the customers claims and the actions taken is as follows:
Dishwasher Claim 11/21/2024
The customer reported the controls were not functioning. A participating vendor diagnosed a control panel failure, and the part was no longer available. In accordance with the policy, we offered the customer a monetary settlement.
Per Section VII. General Limitations of Liability (U):
We reserve the right to determine whether to repair or replace a covered item. If parts are unavailable, a cash settlement reflecting the average cost of parts and labor is offered. We are not responsible for matching dimensions, brand, or color, nor for replacement due to technological incompatibilities or material changes.
Built-In Microwave Claim 12/9/2024
The customer reported the unit had stopped working. Upon vendor inspection, it was determined that the magnetron failed and fuses were blown. However, based on the serial and model number, the unit was identified as a countertop model, which is not covered under the plan.
Per ******************* (K):
Countertop units are explicitly excluded from coverage.
Air Conditioner Claim 4/23/2025
The unit was reported to be leaking water. The vendor found a refrigerant leak in the evaporator coil, which required replacement. It was determined the unit was still under the manufacturer's warranty. As per the policy, **** is secondary coverage, and our liability is omitted when another active warranty exists. The customer was advised to contact the manufacturer.
Per Section VII. General Limitations of Liability (Q):
This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties, or guarantees, including, but not limited to, manufacturers, contractors, builders, distributors, or home warranties. Additionally, when another active warranty or insurance is in place, our policy acts as secondary coverage, omitting us from liability in those instances.
Water Heater Claim 5/7/2025
The customer reported the unit was not turning on. It was confirmed that the water heater was a tankless model, which is excluded from coverage.
Per ******************* (G):
Tankless water heaters are not covered under this agreement.
The policy was canceled on May 15, 2025, in accordance with the Terms & Conditions. As a result, the reimbursement check issued for the dishwasher claim was voided, as the associated costs were included in the final refund amount provided to the customer. We want to emphasize that we value this customer and remain committed to maintaining positive, long-term relationships with the individuals we are privileged to serve.
All claims were reviewed and processed in full accordance with the Service Agreement. It is important to note that all contracts include specific coverages as well as exclusions.
We remain committed to providing a positive customer experience and operating with integrity in support of our customers, contractors, employees, and **********************.
We continue to uphold our founding principles by offering industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions, please dont hesitate to contact us at **************.
Initial Complaint
Date:05/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim 4/28/25 that my refrigerator was not working. They had a technician call and decided what was wrong over the phone. He was placing what part needed to be ordered and Service Plus was to get a technician assigned to fix it. I have called several times as to not assigned. 1st was the part needed to be ordered and now it is they cannot find a technician to do the job. Thursday the supervisor was to escalate this. Saturday still not assigned & now they are saying nothing will happen until Monday! I have paid my $75 and my annual fee! They say I can hire my own and they will reimburse me me but I am afraid they wont & I dont have that kind of $ right now.
Business Response
Date: 05/13/2025
Complaint ID: ********
Thank you for contacting us regarding the above-referenced complaint. We take all concerns seriously and appreciate your feedback, as it helps us continually improve the services we provide to our valued customers.
We understand that every situation has multiple perspectives, and we always strive to reach fair and reasonable resolutions for all parties involved.
In this case, the customer submitted a claim on April 28, 2025, regarding a refrigerator that was not cooling properly. A participating vendor diagnosed the issue as a faulty relay and arranged for the necessary part to be shipped directly to the customer. A work order was generated for the vendor to complete the repair once the part was received. Unfortunately, there was a delay caused by an issue with the vendor receiving the work order.
To address the delay, we offered the customer a reimbursement option. This alternative allows the customer to hire a local technician to install the provided part. The technician would need to contact us with the installation cost for prior approval. Once approved, we will issue reimbursement upon receiving a copy of the paid receipt.
As a gesture of goodwill, we applied a complimentary service call fee credit to the customers account on May 8, 2025. This credit can be used toward their next service request. A participating vendor has been assigned to the claim, and the customer may contact the vendor directly to schedule the repair.
We remain committed to upholding our core values by delivering industry-leading home warranty products and exceptional service to the customers we are privileged to serve.
Customer Answer
Date: 05/13/2025

Complaint: 23281960

I am rejecting this response because: I have yet to have my refrigerator fixed. As well to note I advised I was afraid to hire someone on my own that I would not be paid by them to refund the money to hire someone else. . As well to note I talked to several managers before they even ordered the part and I had already paid my portion to their team member my fee for filing a claim. I do not have the money to pay for someone to fix this. I have been quoted $240 on top of what I have paid. I just want my refrigerator fixed.

Regards,

********** ******
Business Response
Date: 05/20/2025
Complaint ID: ********
We have properly addressed this complaint. As of May 15, 2025, we authorized the repair of the unit to the vendor, and we were advised at that time that the repair had been completed.
We sincerely apologize for the consumers negative experience. Based on the actions taken, we respectfully request that this complaint be closed as answered.
For any further assistance, please contact us at **************.
Initial Complaint
Date:04/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently purchased a plan and tried to file my first claim. The claim was filed on Monday morning around 8am via their phone system since I was unable to log into the app. I then called for password assistance and was helped and able to l9gin. I saw that the claim was incorrect and submitted a correct claim. The next day there was no change. I called and they said it would be handled within 24 to 48 hours. Too l9ng but i waited. By Wednesday afternoon there was still no change. I called again and the *** told me it was up to 48 business hours...over a week!!! I told her that was not what the contract said and she said there was nothing she could do. I called again we'd evening to see if I could get help and the gentleman tries to sell me a full year package. I declined and he informed me there was no one there to help. When I asked if it was an emergent issue like sewer backing up he said there was not anyone there to help. So...not sure what this company is thinking is acceptable. I can't get service after paying for 2 monthly installments. I want my money back...this company is fraudulently selling services they don't actually deliver.
Business Response
Date: 05/08/2025
Complaint ***********
Thank you for reaching out regarding the above-referenced complaint. We take every concern seriously and appreciate the opportunity to address and learn from customer feedback.
The customer submitted a claim on April 28, 2025, for a clothes dryer, citing a loose door seal. As per the Service Agreement, door seals are considered a non-covered condition and were communicated as such. The customer later reported that the drum was not spinning correctly. A participating vendor was dispatched on May 1, 2025, and identified drum bearing failure as the issue.
The policy was activated on April 19, 2025. Given that the failure occurred only nine days into the policy period, it was determined that the issue existed prior to coverage and is therefore classified as a known or unknown pre-existing condition, which is excluded under the Service Agreement.
In an effort to assist the customer, we offered a $150 goodwill payment despite the non-covered nature of the issue. This offer was declined. The customer subsequently requested to cancel the policy on May 7, 2025, which was processed the same day in accordance with the Terms & Conditions.
All claims were reviewed and handled per the terms of the Service Agreement, which outlines both coverage inclusions and exclusions. We remain committed to providing exceptional service and upholding the values that guide our company.
Initial Complaint
Date:04/20/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ****** ***** bought 3 warrenty from this company several months ago my payments are on auto service plus never had a problem receiving their monthly premium. I filed a claim several months ago the plumbing issue I had to have fixed myself after a couple of months of service not correcting the problem. There is also another claim for a stove that today still hasnt been resolved. I was told to mail off a receipt for the plumbing issue that Ive several months ago Ive havent received a reimbursement check for those receipts todate. I was given a phone to contact a person about both issues I called that number Friday its no longer in service. Now I have another claim for air conditioning unit that not working I fill a claim out online Im thus will be another wasted. When bought the warranty I explained to ***** I was nearly 80 years could no long take care of maintenance issue myself ***** assured me that service plus had technicians in place to take care of any issues that would come up. ***** did his job said what u wanted to hear to make the sale its a shame that was nothing but a sales pitch. ** name is ****** ***** Sr. ** email is ************ my phone number is **************.
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1.
On 11/13/2024, I put in a repair order on my dishwasher.
2.
SP had great difficulty finding someone to do the repair, and sent out two companies that could not do the work. This went on for about a month. We got the impression that no companies wanted to work with them.
3.
SP finally told me to pay for the repairs myself, and they would reimburse me. This was after I had already paid their repairman $100.
4.
I had the dishwasher repaired and submitted their paperwork for reimbursement of $187 on Dec. 25, 2024.
5.
I never received a reimbursement check.
6.
I've called numerous times, and they finally said that a check had been sent on March 13, 2025, but I have not gotten any check as of March 30, 2025.
7.
I requested that they cancel my account and no longer charge me the monthly fee, but they refuse to do this.
Business Response
Date: 04/07/2025
Complaint ID: ********
Thank you for contacting us regarding the above-referenced complaint. We treat each complaint with the utmost respect and value all feedback as an opportunity to improve the service we provide to our valued customers.
We understand that there are always two sides to every situation, and we are committed to reaching fair and reasonable resolutions for all parties involved.
The customer filed a claim on November 13, 2024, for a dishwasher that was not draining. A participating vendor was assigned on November 14, 2024. On November 18, 2024, the customer informed us that the assigned vendor was unable to provide service. As a result, a new participating vendor was assigned on November 20, 2024.
On November 22, 2024, the customer advised us that the new vendor had visited the home but was unable to complete a full diagnosis because the dishwasher was mounted to the wall. A third vendor was subsequently assigned, and they diagnosed the issue as a failed wash pump kit.
SPHW ordered the necessary part and shipped it directly to the customer with instructions to coordinate installation with the vendor. On December 19, 2024, the customer contacted us, stating that although the vendor had scheduled two appointments, the repair was still not completed. To avoid further delay, we offered the option of assigning a new vendor or pursuing a reimbursement route.
Under our reimbursement process, the customer may hire a local vendor to diagnose and repair the issue. However, the vendor must contact SPHW prior to performing any repairs to confirm the failure, parts, and pricing. If the failure is determined to be covered, we issue a reimbursement check upon receipt of the paid invoice.
We received the paid invoice and approved the reimbursement on December 30, 2024. Reimbursement checks are mailed within 30–45 business days. The check was mailed on March 13, 2025. On April 2, 2025, the check was returned to sender. Upon verifying the address (which was correct), we reissued the check and mailed it the same day.
While we do not have control over **** delivery, we sincerely apologize for any inconvenience this may have caused.
The policy was cancelled as per the Terms & Conditions of the policy on 4/2/2025. In an effort to provide good customer service we waived the $50.00 administrative fee at the time of cancellation.
All claims were processed in accordance with the terms and conditions outlined in the Service Agreement, which includes both inclusions and exclusions. We remain committed to providing a positive customer experience and doing what is right for our customers, contractors, employees, and the company as a whole.
We stand by our founding ideals to deliver industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions or need additional assistance, please contact us at ###-###-####.

Customer Answer
Date: 04/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** ***********
Initial Complaint
Date:03/31/2025
Type:Billing 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.
To whom it may concern, I Johnny Price III have a contract with Service Plus Home Warranty. Earlier this month my garage door stopped working. I contacted them to get it fixed after a couple of weeks.
finally assigned a technician. The technician came out. I paid $125 to the technician for the service call. Now about a week and a half later on Friday, March 28, 2025. The technician called me and informed me that I would have to pay extra $200 to him to finish replacing and repairing my garage door opener. This morning I reached out to Service Plus Home Warranty about why would I have to pay in another $200 for an item which is the garage door opener that is covered under their warranty. I was informed by the service representative that helped me that they is going to pay $500, which he also informed me that they was helping assist me with getting the garage door replaced. I asked him to explain to me.What do he mean by Service Plus Home Warranty assisting me with service that they should cover, I also stated I would not pay another $200 because I have already paid them $1300 in advance for their services. He told me that that’s what it’s gonna be. I informed him I would like to have a refund of my money and cancel their services. He told me again. I am not getting a refund and that I am bonded and have a nice day and he hung up the phone. So at this point, I just want to get my garage door fixed or get a refund of my money.
Business Response
Date: 04/07/2025
********* ***********
Thank you for contacting us regarding the above-referenced
complaint. We treat each complaint with the utmost respect and take all
feedback as an opportunity to improve the service we provide to our valued
customers.
We understand that every situation has multiple
perspectives, and we strive to reach fair and reasonable resolutions for all
parties involved.
The customer submitted a claim on March 8, 2025, for a
garage door opener that was not functioning properly. Our participating vendor
inspected the issue and determined that the logic board had failed.
Unfortunately, the required part was no longer available.
In accordance with the terms of the Service Agreement, when
parts are no longer available, we offer a cash payment based on the average
cost of parts and labor for the covered repair. We also reserve the right to
attempt to locate parts at any time. The Service Agreement clearly states that
we are not liable for the replacement of entire systems or appliances due to
the obsolescence or unavailability of one or more integral parts. However, we
do provide reimbursement based on a reasonable allowance for the fair value of
comparable parts.
On March 25, 2025, we offered a cash alternative payment
(CAP) of $500.00, payable directly to the participating vendor, to be applied
toward the replacement of the garage door opener. Any remaining balance beyond
the CAP amount is the customer's responsibility.
All claims have been handled in accordance with the terms
and conditions outlined in the Service Agreement, which includes both
inclusions and exclusions.
We remain dedicated to delivering a positive customer
experience and upholding our core values of fairness, integrity, and service
excellence. If you have any further questions or require additional assistance,
please contact us at ###-###-####.

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