Complaints

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a home warranty contract with them that states that they have to send somebody within 72 hours to fix a problem. They waited a week before telling me that they couldn’t find a technician and that I could find my own agent to fix it. They stated that if the pipes froze it was my fault, they said if I hire a technician without their approval that’s their fault, and anything after the fact they will not cover. Further, they claim they’re sending me a check for $220 for my water heater that is overdue by four months. They also don’t take detailed notes when you call because I have called them multiple times and they state that I’ve never called them or kept them informed about the situation there for any problems are my problems and not theirs.

  Business response

  03/04/2022

  3/4/2022
  

  COMPLAINT ID: ********
  

  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  

  Like many companies across the world there have been delays due to the pandemic, we are not the only company experiencing delays. Although the situation continues to evolve rapidly, ServicePlus remains fully committed to pursuing the completion of our work in a safe, diligent, and reasonable manner under the current circumstances. Due to the effects of the pandemic and recent rebranding, there have been some delays which we are aware of and are working diligently to resolve. 
  

  In an effort to resolve this complaint we have requested the check be expedited within the next 7-10 business days.  We apologize for any inconvenience this may have caused. 
  

  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 ###-###-####.
  
  

  Business response

  03/23/2022

  Complaint: ********
  

  3/23/2022
  

  Like many companies across the world there have been delays due to the pandemic, we are not the only company experiencing delays. Although the situation continues to evolve rapidly, ServicePlus remains fully committed to pursuing the completion of our work in a safe, diligent, and reasonable manner under the current circumstances. 
  

  The consumers claim was placed on 11/30/2021 and a participating vendor was assigned on 12/1/2021. Authorization was given to the participating vendor on 12/2/2021. On 12/5/2021 the consumer contacted us to advise the vendor was not responding. When we contacted the vendor they advised us they were waiting on parts. As we have no control over the vendors availability of parts, we assigned a new vendor to the claim. In assigning a new vendor that sets the claim back to the beginning as now the new assigned vendor must diagnose the failure.

  The 2nd vendor reported there was calcium buildup something the initial vendor did not report. As per the policy this is a non-covered condition. 
  

  G. Water Heater
  

  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  

  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  

  In an effort to assist the consumer we offered goodwill funds, although we had no financial obligation to this claim at this point. We have experienced delays, which we are aware of and working to resolve.  The check was mailed on 3/7/2022. We can confirm receipt as our system shows the check was cashed on 3/16/2022.
  

  We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
  

  We request this complaint be closed as answered. If you have any further questions, please contact us at ###-###-####.
  
  

  Customer response

  03/23/2022

  
  Complaint: ********
  
  I am rejecting this response because: Again, you continue to talk about the water heater incident and that was only part of my complaint. My complaint about the hot tub has yet to be resolved by you or even addressed by you
  
  
  
  Regards,
  
  ******** *****

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The belt needed to be replaced on our Maytag dryer. I called Service Plus Home Repair, who has acquired Total Home Protection, our original home warranty company. Service Plus had a service technician call and listened over the phone and told me the problem. I then talked to Service Plus again who told me the dryer was too old to fix. They eventually offered $250 towards a new dryer. This was September 23, 2021. I was told it would *********** to 8 weeks to receive the check. I have talked to them since then probably 6 or 7 times and they keep telling me they are expediting it with accounts payable. To date I have not received the check. In the meantime I am paying a premium of $32.61 a month to them. My policy number with Total Home Protection was *********. I have no idea if this is still the same number. I would appreciate any assistance you can give me in resolving this matter. Thank you. (I called a different service company who came and fixed my dryer for $214. It's working just fine.)

  Business response

  03/04/2022

  3/4/2022
  

  COMPLAINT ID: ********
  

  Thank you for contacting us with the above referenced complaint. We treat each complaint with the utmost respect and use this feedback to better serve our valued customers.  Understandably there are two sides to every story and always look for a fair resolution between all parties.
  

  Like many companies across the world there have been delays due to the pandemic, we are not the only company experiencing delays. Although the situation continues to evolve rapidly, ServicePlus remains fully committed to pursuing the completion of our work in a safe, diligent, and reasonable manner under the current circumstances. Due to the effects of the pandemic and recent rebranding, there have been some delays which we are aware of and are working diligently to resolve. 
  

  We have requested the consumers check be expedited within **** business days. We sincerely apologize for any inconvenience this may have caused. 
  

  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 **************.
  
  

  Customer response

  03/06/2022

  [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. However, I have been told my check would be expidited before. If I don't have it by March 21st, which gives them 10 business days as they specified, I will be in touch with the Better Business Bureau again.
  
  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. ↩