Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called for 2 different service one on an air conditioner and one on for our stove. They wouldnt fix the dampers on the A/C because they arent covered even though the salesman said they would be when I purchased the warranty. The second time was for our stove that a burner stopped working. The service person came out said the motherboard was out of it and needed replaced. He turned the information into Service Plus. A few days later I received an email to call them which I did. During the call I was informed that they couldnt get the part because they were no longer available so I asked when they were going to replace my stove like the warranty states it does. I was informed they werent doing that either. Instead they were going to send me a check for what the part should have cost. I asked how they could come up with a price and they said they took the average of similar parts. If a part isnt available and being told at the purchase any breakage would be fixed or replaced I expect the stove to be replaced. Instead I have a broken stove and am waiting 8 weeks for a check because that is how long it takes them to write a small check.

  Business response

  12/06/2024

  Complaint ID:   ********
  Thank you for reaching out to us regarding the above-referenced complaint. We treat every concern with the utmost respect and view feedback as an opportunity to improve the service we provide to our valued customers. While we understand there are two sides to every situation, we are committed to working toward fair resolutions.
  

  Upon reviewing the claims in question:
  

  Air Conditioner Claim (Submitted 9/27/2024)
  

  The consumer reported an issue of no air coming from the vents. Upon inspection, the participating vendor identified the failure as a damper motor. Under the terms of the Service Agreement, this component is not covered. Damper motors, which redirect airflow between zones, fall under excluded items along with zone controllers and related components.
  

  Relevant Policy Details:
  

  Covered: Mechanical parts of two ducted electric central air conditioning systems up to 5-ton capacity.
  

  Not Covered: Zone controllers, zone components and parts, and other specified exclusions outlined in the agreement.
  

  Stove Claim (Submitted 10/20/2024)
  The consumer reported the left burner was not working. The vendor determined the failure was caused by the trim control assembly, which is no longer available. Per the Service Agreement, when a part is unavailable, we offer a cash payment equivalent to the average cost of parts and labor for the covered repair. We communicated this buyout offer to the consumer on 11/1/2024.
  

  The check was processed and mailed on 12/4/2024, adhering to the standard processing timeframe of up to 30 business days.
  

  Our review confirms that both claims were handled appropriately and in accordance with the terms of the Service Agreement, which clearly defines coverage inclusions and exclusions.
  We remain committed to delivering exceptional service and fostering trust with our customers. Should you have further questions or need additional assistance, please do not hesitate to contact us at **************.
  
  

  
  

  Customer response

  12/06/2024

  
  Complaint: 22614385
  
  I am rejecting this response because: when purchasing this agreement I was told if something could not be fixed it would be replaced not that we would be paid an average of the cost of the part. As far as the air conditioner I went over with the salesman about my systems. I was told the whole system would be covered which meant the baffles too.
  
  
  
  Regards,
  
  ******** ****

  Business response

  12/19/2024

  Complaint ID: ********
  We have thoroughly addressed this complaint and provided the relevant sections of the policy that support the denial of coverage. It is important to note that all home service contracts include both coverage provisions and specific exclusions.
  The service agreement is always accessible on our website, ******************************, under the "Resources" section, allowing potential customers to review it prior to purchase. Additionally, customers have 30 days after purchase to review the agreement. If they are not satisfied, they may cancel for a full refund within that period.
  Regarding the stove claim, a check was mailed on 12/4/2024.Our system confirms that the check was cashed on 12/10/2024, which verifies its receipt.
  We sincerely regret the consumer's negative experience. We kindly request that this complaint be closed as answered.
  Should the consumer require any further assistance, we encourage them to contact us at **************.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 3 yr home warranty plan and appliance coverage. My water heater failed and they denied any coverage. My refrigerator began to fail. They assessed the appliance over the phone and said the part needed was no longer made but they would mail me $300. I had to go and buy a new refrigerator for $1800 and I have yet to get the $300. I have called 3 times and no luck, they just say it is will accounting. I am beyond frustrated with their unethical practices and run around.

  Business response

  11/27/2024

  Complaint ***********
  Thank you for contacting us regarding the above-referenced complaint. At ServicePlus Home Warranty, we value every opportunity to receive feedback and use it to improve the services we provide to our valued customers. We understand there are two sides to every situation and strive to achieve a fair resolution for all parties involved.
  Water Heater Claim (Claim Date: 01/24/2024)
  The consumer placed a claim for a leaking water heater on January 24, 2024, specifically citing a leak in the pan beneath the tank. Upon review, the failure was determined to be a non-covered condition, as outlined in the policy:
  Section G. Water Heater
  Covered:
  All components and parts for gas and/or electric hot water heaters, including circulating pumps.
  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 valves; 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 resulting from the holding tank failure; racks; straps; timers; energy management systems; commercial-grade equipment and units exceeding 75 gallons.
  As per the contract, our liability is limited to $500 per contract term for access, diagnosis, repair, and/or replacement of water heaters.
  Refrigerator Claim (Claim Date: 08/14/2024)
  The consumer filed a claim on August 14, 2024, reporting that their refrigerator was constantly running. Our participating vendor inspected the unit and found that both the condenser and the fan motor assembly had failed. Given the unit's age and the potential for further issues, we offered the consumer a cash settlement in accordance with the policy:
  Section V: Cash **************** reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which may at times be less than retail, to repair or replace any covered system, component, or appliance. If a system or appliance is deemed irreparable or it is not cost-effective to repair, we may replace it with one of like capacity, with the replacement price not exceeding the depreciated value of the original system or appliance.
  Additionally, we want to clarify that installation is not covered by SPHW under cash settlements.
  Check Processing Delay
  Under normal circumstances, checks are processed and mailed within 30 business days. Unfortunately, due to a compromise in our financial account, we had to freeze and close the account for security reasons, which caused an unavoidable delay.
  In an effort to resolve this issue, we have expedited the check processing and it will be mailed within 7-10 business days.
  Commitment to Service
  All claims have been processed in compliance with the terms of the Service Agreement, which includes both covered and non-covered conditions. We remain committed to providing a positive customer experience and to upholding the integrity of our services for all our customers, contractors, and employees.
  We sincerely apologize for any inconvenience and appreciate the consumer's patience and understanding during this process. If there are any further questions or concerns, please feel free to contact us directly at **************.
  
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed my first claim with the company on 11/11 Claim number ******. First the company that they said would send out a tech does not exist and any attempt at calling them goes straight to a mobile Voicemail that out of the 6 calls I made to them they never returned one of them. On calling back to Service plus they said event they could not reach the company. after multiple attempts to get them to correct the situation they have refused and told me to go ahead and get my own contractor they would reimburse 200 dollars. When I asked for my money back that they weren't following through with what they were supposed to do as a company they sent me back into a queue. When I called back they said the refunds department was closed.

  Business response

  11/25/2024

  COMPLAINT ID:  ********
  Thank you for contacting us regarding the above-referenced complaint. We treat every complaint with the utmost respect and use this valuable feedback to enhance the service we provide to our valued customers. We understand there are two sides to every story and always strive for a fair resolution for all parties involved.
  The consumer placed a heating system claim on 11/11/2024,reporting that the unit was not functioning and had last worked on 11/9/2024. A participating vendor was assigned to the claim on 11/12/2024. On 11/14/2024,the consumer informed us of difficulties scheduling an appointment with the vendor. On 11/15/2024, the consumer contacted us again, frustrated by their inability to reach the vendor. To avoid delaying service, we offered the consumer the option of reimbursement. This process allows the consumer to contact a local vendor for diagnosis, requiring the vendor to report the failure, parts, and pricing to us for approval before repairs. Once the repair is completed and we receive a copy of the paid receipt, a reimbursement check is issued to the consumer.
  All claims have been handled in accordance with the terms outlined in the Service Agreement. On 11/22/2024, the consumer requested to cancel their policy, which was processed per the Terms & Conditions.
  We are committed to delivering a positive customer experience and upholding our values of fairness and integrity. Our dedication to providing industry-leading home warranty products and exceptional service to the customers we are privileged to serve remains unwavering.
  If you have any further questions, please do not hesitate to contact us at **************.
  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a home warranty 2 years ago for $2600 .i asked before i made the purchase if there would be any additional fee or co pays i was told it wae $100 service fee but if i paid all up front it would be $60. i also asked would i be charded any additional fee and is everything covered.i was told no addition fees and all claims would be paid there would be nothing else i would have to pay for. so on 07/17/2024 i need some repair on my air conditioning unit. after reporting the problem it took a while for the case to be filed. so after a while i was contacted by service plus. i was told to contact * ******** and my claim was filed Your claim has been assigned to . They can be reached at ********** or ***********************. Please contact the service contractor directly to schedule a mutually convenient appointment. Upon the technicians arrival you will be required to pay a $0 service call fee...so i contacted them and i was told by a Juan he was too busy the service plus was a scam they will send me to your house waisting his time looking at the A/C give them a report and they will deny service because your not cover. Juan also said it was his busy time and there no way he could come out. he just didn't want to wast his time . so then i contacted service plus told the customer service person to cancel my contract and refund my $2600 for a 6 year contract. she advise ok . but she would let a supervisor know.sometime later i received a call from a Tom H*****. i explained what happened with Juan and he said he fired he'll never work for us again . he told me he woud personally take care of this. i could use anyone i want and he would take care of it. but getting a estimate i emailed him but no one ever got back and now it November it been so long i paid for the repair and now i feel service Plus is a scam and i would just like a refund because i have no confidence in their company

  Business response

  11/25/2024

  Complaint ID: ********
  Thank you for contacting us regarding the above-referenced complaint. We take every complaint seriously and treat it with the utmost respect, using this feedback as an opportunity to better serve 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 7/17/2024, reporting inadequate cooling. A participating vendor was assigned to the claim on 7/18/2024. The consumer later informed us that the vendor would not visit to diagnose the unit. In response, we advised the consumer to hold while we contacted the vendor, but the consumer expressed a desire to cancel the policy. The call was then transferred to a retention manager, who requested that the consumer email the paid receipt for review. To date, we have not received the paid receipt. Multiple attempts to reach the consumer have been unsuccessful, preventing us from discussing the claim or the cancellation process.
  We want to assure you that all claims have been serviced according to the terms outlined in the Service Agreement, which includes both inclusions and exclusions. We are committed to providing a positive customer experience and doing what is right for our customers, contractors, employees, and company.
  Our commitment remains steadfast in upholding our founding principles of offering industry-leading home warranty products and exceptional service to the customers we are privileged to serve. If you have any further questions, please don't hesitate to contact us at ###-###-####.
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2022, I purchased a home warranty from ServicePlus. The sales rep indicated that covered appliances would be repaired or replaced (this is the same advertisement pitch they have on their on-hold message). In July 2024 I filed a claim on a refrigerator. They spent several days searching for a service tech to come to my home. I was informed after 10 days that they were not able to find a technician and that I had to fine one myself and ServicePlus would pay for the service call. I was later informed that ServicePlus reimburses at a very low rate, $250 for a $579.98 repair bill. ServicePlus approved the claim and said that the check would be sent in 7 to 8 weeks. That was on 8/16/24. I called on 10/16/24 to see what the status of the payment was. I was told there was a delay in getting the checks sent and that it was in the system and would be sent out by the following Friday. I called again on 11/13/24 and was told that there was a back log and that they didn't know when the check would be sent. This company has not lived up to any of the claims they advertise. I have spoken to them several times now and keep getting vague answers to my questions and no resolution on my claim. The company name is ServicePlus Home Warranty but when you call them, they tell you that it isn't a warranty, it is instead a "Service Contract". For this kind of service, you would be better off putting the money you spend for the warranty in your own bank account.

  Business response

  11/25/2024

  COMPLAINT ID:  ********
  Thank you for bringing this complaint to our attention. We take all feedback seriously and use it as an opportunity to enhance our service for our valued customers. We understand that there are always two sides to every story, and we strive to reach a fair resolution for all parties involved.
  Due to circumstances beyond our control, there have been delays with check processing. We are actively working to resolve this issue. The consumer's check was mailed on 11/22/2024. We apologize for any inconvenience this may have caused.
  We remain committed to our founding principles of providing industry-leading home warranty products and exceptional customer service. If you have further questions, please contact us at ###-###-####.
  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed three claims with this company since I paid for my coverage in full for the 6 year contract. 1st was for my washer having compressor and another issue. They refused to fix it but instead offered to pay $250. It took them over three months to even send me the payment that barely touched what a new washer cost. 2nd claim filed is for my A/C unit. The technician let me know that the compressor locked up due to normal wear and tear beyond my control. ServicePlus has refused to cover cost of repairs. They have twisted the technicians words and have stated that they will not cover the cost to repair.I have requested to have this contract canceled back in September when I was having issues getting the claim check they were paying me, they refused to cancel and refund my money. I want a refund and policy cancellation.

  Business response

  11/21/2024

  Complaint ***********
  Thank you for reaching out to us regarding the complaint you referenced. We take all feedback seriously and strive to provide excellent service to our valued customers. We understand that there are always two sides to every story, and our goal is to find a fair resolution for all parties involved.
  Clothes Washer Claim - 7/18/2024
  The consumer filed a claim for a clothes washer issue, reporting a grinding noise during agitation. Our participating vendor diagnosed multiple component failures, including the shaft, motor, and spin basket. As the cost of repair exceeded the value of the unit, we offered a cash settlement per the terms of the policy on 8/1/2024. Unfortunately, due to a security issue, our account was compromised, which required us to freeze and close it, causing delays. Despite these circumstances, the consumers check was issued on 10/22/2024 and cashed on 10/30/2024.
  Air Conditioner Claim - 10/29/2024
  The consumer reported inadequate cooling for their air conditioner. Our vendor determined that the compressor had failed, and since the unit was still under the manufacturers warranty, this situation was not covered under our policy (Section VII-Q). Nevertheless, in a gesture of goodwill, we offered $500 towards the labor costs of the repair. This offer was declined by the consumer.
  Sprinkler System Claim - 10/29/2024
  The consumer submitted a claim for a broken main pipe in their sprinkler system. Due to a shortage of participating vendors, we extended a reimbursement option, allowing the consumer to hire a local vendor. The vendor would need to report the failure, parts, and pricing to **** for approval. To date, we have not received a paid invoice, which is necessary to process the reimbursement.
  Policy Cancellation - 11/13/2024
  The consumer requested policy cancellation, which we processed per the Terms & Conditions. The refund was issued to the card on file on 11/17/2024.
  All claims have been handled according to the Service Agreement, which includes specific inclusions and exclusions. We remain dedicated to delivering excellent service and are committed to maintaining the highest standards for our customers, contractors, employees, and our **********************.
  For any further questions or clarifications, please dont hesitate to contact us at **************.
  
  

• Initial Complaint

  11/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My hot water heater went out last month. I have been paying on this home warranty for almost a year. They would not cover the cost of replacement as they advertised when I purchased it.

  Business response

  11/20/2024

  Complaint ID: ********
  Thank you for bringing your concerns to our attention. We greatly value all feedback and use it to continuously improve our services for our customers.
  Regarding the claim for the water heater on 10/10/2024, the participating vendor identified the issue as a failure of the gas control valve due to sediment buildup. According to Section 5-G of the ServicePlus policy, coverage does not extend to failures caused by sediment, mineral, or calcium buildup.
  While the claim was handled in accordance with the Service Agreement, we understand the importance of resolving matters fairly. To assist, we extended a goodwill offer of $200.00 towards the uncovered condition, which was declined. Additionally, the policy was canceled on 10/30/2024, and the $45.00 monthly payment was refunded to the card on file.
  We remain committed to providing industry-leading home warranty products and exceptional service to all our valued customers. If you have any further questions or require assistance, please don’t hesitate to contact us at ###-###-####.

  Customer response

  11/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I am not satisfied with Service plus response. I know they said they turned down my claim because settlement was in my tank here. In Cincinnati, we have hard water settlements in all our tanks. I know in a letter they said they offered me $200 in good faith but they took more than $200 from me. Like I said, it's not about the money. This is about how service plus handles Their business. Like I said, they gave me back the money they got from 45 dollars a month 12 months of payment. BBB I would like post to let other Consumers. Know how service plus handle their business. 

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

  Business response

  11/27/2024

  Complaint ID: ********
  We appreciate the opportunity to address this complaint.
  As outlined in our previous responses, we have properly addressed the consumer’s concerns and cited the applicable sections of the policy that serve as grounds for the denial of coverage. It is important to note that all home service contracts include both covered and non-covered conditions.
  The policy provides coverage for normal wear-and-tear mechanical failures. However, in this case, the failure was determined to be caused by sediment buildup, which is explicitly listed as a non-covered condition under the terms of the agreement.
  We sincerely regret the consumer’s negative experience. The policy was cancelled as of October 30, 2024, and the applicable refund was processed on the same day.
  We politely request this complaint be closed as answered. If further assistance is needed, please do not hesitate to contact us at ###-###-####.
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My toilet was stopped up and I called them and told them and 5 days later I still had not heard nothing from them so I went on and had my commode fixed did I call them and they informed me that I would not be in reimbursed because I did not notify them first I did not know that I had to notify them first I have two small children here in my house and I have congested heart failure the woman was so nasty and arrogant she told me she did not care and that I still would not be reimbursed so in the meantime I told her well there's no need me paying y'all anymore because y'all not doing nothing for me

  Business response

  11/21/2024

  Complaint ***********
  Thank you for reaching out to us regarding the above-referenced complaint. We value each customer's feedback and are committed to using it to improve our services. We understand that there are always two sides to every situation, and our goal is to achieve a fair resolution for all parties involved.
  Plumbing Stoppage Claim
  The consumer reported a plumbing issue involving a sink and washer backing up. In accordance with the policy, the consumer was informed that a participating vendor would be assigned within two business days during normal working hours. To expedite service, the consumer was also given the option of a reimbursement.
  Under the reimbursement option, the consumer can contact a local vendor to diagnose the problem. Before any repairs are performed, the vendor must contact **** to report the failure, any parts needed, and pricing. If it is determined to be a covered issue, a reimbursement check is issued upon receipt of the paid invoice. A reimbursement form, detailing this process, was sent to the consumer.
  On 10/31/2024, the consumer informed us that the repairs had already been completed. Per our policy and the instructions on the reimbursement form, which state, "We will not reimburse for services performed without prior approval," we were unable to provide reimbursement.
  All claims have been managed in accordance with the Service Agreement, which outlines both inclusions and exclusions. We remain committed to delivering a positive customer experience and to acting with integrity for our customers, contractors, employees, and our **********************.
  We stand by our dedication to upholding our founding ideals: providing industry-leading home warranty products and outstanding service to the customers we are honored to serve. If you have further questions or need additional clarification, please contact us at **************.
  
  

• Initial Complaint

  11/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 3 year home warranty Policy *********. I filed a claim for my oven on 7/1/24. The tech did a telephone video exam. Said it was too old to ***air. Got a call from customer service stating my claim was approved and a only $200 refund would be sent 4-8 wks max. I have never received my money . I have called at least 5 times as it has been now been 4 months since their approval. Each *** I speak to says that it isn't being handled correctly. Asked to be transferred to their Acct Payable. Told me they don't have phones, only CS can text them to note my claim refund is now overdue. Way past due. I am 75 yrs old & feel they are taking advantage of me. They have not taken care of this process in their company time frame. At this point I do not trust them for the remaining time of my 3yr policy. It is my belief they have failed to met their company policy. I just want all my entire $1,350 refunded to me. They have lost nothing out of their pocket. I have tried my best to resolve this without luck. Policy was paid for by my husband ****** ******. Both our names are on the policy. Please get my money back so I can get an oven.Thank you for your help.**** ****** ************************

  Business response

  11/15/2024

  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

  12/11/2024

  
  Complaint: 22532785
  
  I am rejecting this response because: I received a check on 11/29/24 in the amount of $200. I have not cashed this check. While it is nice that I finally got notice by your company, this is not what I expected as a result of the BBB claim I made against your company. I still have time left on my warranty. I do not feel confident that you are trustworthy for any future claim. I asked for my entire $1,350 payment made to you on time. Your company defaulted on claim payment to me and very unsatisfactory amount of $200. I can't buy any oven for this price. So, please send me my $1,350 payment minus the $200 for check you finally sent. I am contacting the BBB of sending you this notice as well.
  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction took place on June 7, 2024. Initial payment was $51.00, i paid a total of $102.00 to ServicePlus Home Warranty. I opted to take the month to month payment of $51.00 a month with the option to cancel at anytime. I was never told that it was a one year policy. After two months i made a claim and they wanted me to find a repair person in my area that they would approve of to come and check out my claim. At this point, i tried to cancel my contract and they kept telling me i could not cancel. They never would give me a reason. I had to cancel my credit card to keep them from charging on it. After 5 months of trying to get them to quit calling me, i called this morning and finally got a straight answer about why they would not cancel my warranty. They told me i had to keep it active for 1 year. If i would have known this from the beginning i would never have signed up for it. I did not receive the contract even though they said that it was sent. I could look at it on my account page and i do not remember seeing anything that said i had to keep the policy for a year. Basically all i want is for them to quit calling me and be upfront with everything before anyone takes out a policy. I just received another phone call from them. Every time it is a different number and if you try calling it back, you get a recording that says this number is no longer a working number. Here are a few of their numbers i get calls from and they all have the same area code of 361: 223-5376, 223-5332, 223-5404, 223-5354, 223-5429, 223-5352. The list goes on.

  Business response

  11/15/2024

  Thank you for reaching out to us regarding the referenced complaint. We handle each complaint with the utmost respect and use this feedback to improve our service for valued customers. We recognize that there are always two sides to every story, and we strive to reach a fair resolution for all parties.
  The consumer initially placed a claim for a stove on 7/22/2024, reporting that it was not turning on. Additionally, the consumer mentioned a storm and a power outage, after which the clock on the stove was not functioning. The consumer was informed that failures due to acts of God or power failures are considered non-covered conditions under their policy.
  According to Section VII. General Limitations of Liability,our Agreement only covers repairs and/or replacements due to mechanical failures from ordinary wear and tear. It does not cover failures resulting from causes such as power failure, power surge, lightning strikes, acts of God, or other conditions outside the scope of ordinary use. We aim to provide clear and thorough explanations of all inclusions and exclusions within the Service Agreement.
  In an effort to assist, we offered to send a vendor, which the consumer declined. We then extended an offer of a free service charge for use on the next claim, which was also declined.
  The consumer purchased a 1-year, monthly payment policy on 6/7/2024. As of 11/15/2024, the policy has been canceled due to non-payment in accordance with Section XII. Cancellation of the Agreement.
  We remain committed to upholding our core values by providing industry-leading home warranty products and exceptional services to the customers we are privileged to serve. If you have further questions or need additional assistance, please contact us at **************.
  
  
  

  Customer response

  11/17/2024

  
  Complaint: 22530523
  
  I am rejecting this response because: cancelling my policy is fine with me, but they did not say anything about not calling me which is what i want.  They did not tell all the truth about sending someone out.  They wanted me to find a repair person.  I also did not tell them that for sure that it was a power problem. I said it could be, but unless someone came to check it out. i would not know. That is when they told me they wanted me to find a service person, that they would approve of.  If i have to do this, then i am basically doing their job.  All i want is for them to stop calling me. If they will did that then i will be happy. 
  
  
  
  Regards,
  
  ******** ******

  Business response

  11/27/2024

  Complaint ID : ********
  We appreciate the opportunity to address this complaint. As outlined in our previous response, we thoroughly reviewed the situation and cited the relevant sections of the policy. It was determined that the issue the consumer experienced falls under a non-covered condition.
  In an effort to assist, we offered to dispatch a vendor on 7/26/2024; however, the consumer declined this option.
  We sincerely apologize for any inconvenience or frustration this may have caused. Please note that the policy was cancelled on November *******, in accordance with the Terms & Conditions.
  At this time, we kindly request that this complaint be marked as resolved. Should the consumer require any further assistance, we encourage them to contact us directly 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. ↩