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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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We recently bought a home and the sellers provided us with a warranty from Total Home Protection. We had the seller do maintenance on a few of the bigger items before we closed, such as the HVAC. Everything was complete and checked out with clean bills of health. We closed on 4/18/19 and our paperwork says our term for the warranty is 4/20/19-6/21/20. On Friday, May 3rd our air conditioning was going out. The house was warm and the unit was making a lot of noise. My husband called the warranty company and left a message, no one called him back. By Monday, the unit was completely kaput. Still no return call by noon so my husband called them again. The man he spoke to said that they could not get anyone out and to use our own company and they would reimburse us. So, we called the company that inspected it and said it was ok. They had a repair man out by 4:00. We paid for this with the expectation that we would be reimbursed. Who can go without air conditioning in Louisiana? We have children and animals. I submitted the claim on Tuesday and the warranty company immediately called my husband and denied the claim due to it being a "pre-exiting condition". They also said that motors don't just go out. Today they told my husband that they deny every claim in the first 30 days. Isn't than when you may need a warranty the most? The seller and our realtor also tried to talk to this company on our behalf. The warranty company lied to our realtor and said that the repair company even said it was a pre-existing condition. No, the repair company did not say that nor is that on the invoice. Poor customer service and even worse policies. If we did not have this checked out prior to purchasing the home, I can see where this would throw up a flag but we had it checked out before. Any mechanical part can go out at any time.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for the air conditioner on 5/3/2019 stating they turned the unit on 5/2/2019 and the fan is not coming on. The consumer got their own vendor out to diagnose the failure who reported the condeser fan motor failed.
As per the 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 so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 4/20/2019. It was determined this mechanical failure was pre-existing as the failure could not have happened with the 12 days the policy was in effect.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
Complaint ID: ***
6/11/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service, we will authorize one free service call fee on the next claim. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
This does not address the issue. $100 off a “service” call when you will not pay to fix any issue really does not solve this problem. You can’t even return phone calls. Honestly, I don’t know why we’d call you for anything since any problem we have you can fall back on the “pre-existing” condition. Just because you put something in a contract, doesn’t make it right or legal. We want our money reimbursed to us that we paid for the repair of the covered air conditioner.
Regards
On Saturday, May 4 2019, At 5:23 AM and 5:24 AM I received 32 yes I said 32 emails from the same company during these two minutes they are still on my phone it’s on believable I will not stand for this at all this company needs and has one tries to correct and remove me from their email forever then further legal action will be taken. I’m hoping the Revdex.com Philadelphia can do something about the People that they represent and make them stop this is totally uncalled for.It is totally uncalled for and has been reported to the federal trade commission as well I have no use for somebody that is invading my privacy my email in this capacity I will contact an attorney if it happens again if I receive one more email from them and I will sue them I’ve had it with Home warranty companies I have one in it thank God they aren’t like you
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191035/7/2019COMPLAINT ID: ***To Whom It May Concern:Thank you contacting us with the above referenced complaint. We at Total Home Protection 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.We have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and the make sure if it becomes available to have this resolved.We at Total Home Protection 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 .Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: you’re not taking my word for it and I have proof on my phone that you sent 32 emails you seem to think this is a game and it’s not I will get an attorney after you I am not going to deal with your marketing department because they’re incompetent and stupid take it seriously because it is !!!!!!!!
Regards
I have a home warranty contract with this company, I have paid every month, on time for 2 years. I file a claim for a washing machine malfunctioning. They tell me unit has bad transmission, will not repair. My contract states they will replace. They refuse to do that and only offer money as partial payment towards new unit. After wrangling with them we agree on a dollar amount. This was back in Feb. 2019. They tell me they will process the check and mail to me. It is now early May 2019 and they refuse to pay. I have called their "customer service" line multiple times, spoken to multiple people as well as 3 "supervisors" who all tell me they will take care of it and get the payment processed. It is clear they are paid to stonewall customers, telling them what they want to hear in order to get them off the phone. They then do nothing about the claim. I feel this organization is clearly dishonest and needs to be exposed for who they are.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/17/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a clothes washer not completing the cycle on 2/22/2019. The vendor reported the transmission failed. Due to the age of the unit and the potential for additional failures if repaired, we offered the consumer $190.00 to buyout the unit which was accepted.
Checks usually process within 15-30 days. the consumer contacted us and was advised that we had an internal banking issue which has delayed payments to not only this consumer but to all our consumers. The issue has been corrected and payments are now on schedule to be sent out.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we can offer this consumer 1 free service charge fee as a courtesy for their patience.
We at Total Home Protection 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 ***.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
Complaint ID: ***
May 29, 2019
We sincerely apologize for your negative experience, the check was mailed on 5/17/2019 and a free service charge fee has been added to the account. For additional assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
Update to this complaint…Total Home Protection sent check for $190.00 to me arriving on 05/23/2019 (of course without notifying me it was coming). As such this complaint can be closed as I ponder my next actions in relationship to this organization. Thank you for your help in this matter.
I believe Total Home Protection has gotten too big to pay attention to the little people who helped to built THP. They send contractors out that don't do professional level work, some contractors ignore giving you personal copies of the transaction, while THP allows it to happen. (Contractors know that THP won't reprimand them for not satisfying the customr(s).)
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/14/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing issue stating there was a leak under the sink on 5/3/2019. The vendor reported the chrome p-trap is rusted and leaking in the hallway bathroom. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
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; 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer requested to cancel the policy. The consumer was advised the policy starrted 10/26/2016 until present with costs incurred by Total Home Protection there is no refund due. If the consumer would like to cancel the policy as per the terms & conditions https://www.totalhomeprotection.com/terms they may respond or contact us and the cancellation will be processed.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***
I noticed that THP didn't address all of my complaints with the company, like how I reported one contractor for not giving me a copy of his findings, and still THP never got him to respond to me! I still never got a response from the contractor!
Nevertheless, I will accept the fact that THP will give me a pro rata refund.
I had a leak in a pipe. THP sent out a plumber that tried replacing the pipe and cut it too low and then said it was unrepairable. I had to call out a second plumber and they would not pay the $300 bill. I contested with them and they agreed to send $100 after pics and plumber stmnt was sent in. I have been waiting 6 mnths for the refund and each time I call they give me the same excuse that the check was lost in the mail & they are having “bank problems”. I should not have had to pay one cent affer their plumber did the damage, but it’s ridiculous that I have made several attempts to collect the settlement amount.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/292018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing system stating a pipe is leaking on 10/25/2018. The vendor reported the pipe has failed due to rust and corrosion and must be replaced. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
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; 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer $100.00 goodwill which was accepted. The check was sent on 12/27/2018. The consumer contacted on 4/4/2019 us to advise the check was not received, which we discovered was sent to a consumer with the same name located in another state. We advised the consumer we would send another check out. Due to an internal issue, the second check was also sent to other customer of the same name in another state. With the issue fixed, we sent and confirmed the last check was being sent to this consumer which was mailed out on 5/7/2019.
We at Total Home Protection 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.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
I Currently have a protection plan through this company. My pool currently is not working properly I called total home protection so I could have a technician come and diagnosed the pool. The technician determine that it was the control board to the heater that was faulty. I then ordered a new control board myself and replaced it myself and determined that it was not the issue. I then called total home protection to inform them of the issue and that their technician misdiagnosed the problem. The supervisor of total home protection said that regardless of what the issue is they would not cover it because I replaced the board myself. I told them that regardless of the issue that I replaced the board myself the pool was still inoperable. So I dont understand how you can charge someone for a plan of service and scapegoat through the first window you can so that you dont have to cover it. In conclusion regardless of anything my pool is still inoperable, I spend unnecessary money and wasted time on in Hope's to hist have my pool fixed to be told that they dont care what's wrong with it cause I attempted to fix exactly what their technician told me was wrong with the system. I believe it's bad business and you should not take advantage of your customers in this matter.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a Pool on 4/19/2019 advising the pool is not heating and not turning on. The vendor reported the control board failed. He also reported there were some loose wires that caused the board to fail. Per the policy this failure is not covered
VI. OPTIONAL COVERAGE
A. Pool/Spa Equipment
Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.
COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:
NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
The consumer contacted us to advise he changes out the control board himself and the unit is still not working. Unfortunately we are unable to assist as per the policy
R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I beleive that Total Home Protection should send another technician out to diagnose the problem at hand again because it was obviously NOT te control board. They should be held accountable for the lack of knowledge their subcontractors have.
We contracted for their service. We had an issue with a claim for repairs. They told us they didn't cover the part that was necessary to repair the unit. I told them that if this wasn't covered that we would like to cancel the policy. We also learned that they don't cover quite a few other things at our house. Through several discussions they agreed to provide us with a release agreement. In exchange for the release we agreed that we would release for all related claims, suits etc. In consideration of this they were to pay the sum of $135.00 within 15 days of the execution of the agreement. an executed agreement was emailed to them on 3/28/19. We did not receive payment. I contacted them regarding this. THey now tell me my policy has expired. They are not going to pay as per the agreement. There was no mention that the contract had to be in force.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 8/28/2018. The vendor reported the thermal expansion valve failed. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer $135.00 goodwill. The consumer was advised that a release agreement would need to be signed in order to resolve the claim for the non covered failure. The release agreement would need to be returned in order for the check to be sent. On 8/30/2018 we sent the consumer the release agreement. 7 months later on 3/28/2019 the consumer contacted us to discuss where to send the release agreement. The consumer was advised that the policy expired on 2/15/2019 and the release agreement and goodwill was voided with the expiration of the policy.
We at Total Home Protection 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.
Sincerely,Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
Lack of compliance on the service contract, which is different than the gimic they use to sell you the contract, like they are better than the other companies and they can serve you 24/7, but did not have anything to do with servicing you same day or next day or the weekends. The 24/7 does not even apply to the phone calls, since nobody is there to accept the claim,after 5pm or weekends, unless they are referring only at the web site, but nothing to do with sending somebody same day or right away or weekends. I had waited for almost 72 hrs for an answer and had it to complain to a Supervisor, which did not change when they are coming, which is on the 8 of May, from the 30th, when I put the claim.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection 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.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer placed a claim for a clothes dryer on 4/30/2019 at 10:22 pm stating the unit was not heating. A vendor was assigned on 5/3/2019 at 12:30 pm. The consumer contacted us advising there was a scheduling issue so we offered to assign a new vendor and waive the service charge fee as a courtesy. We assigned a new vendor the same day on 5/3/2019 at 1:31 pm. As we are not an emergency service we are within the guidelines of the policy
III. REQUESTING SERVICE – CALL
A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade Service Call Fees and Plan Fees are made current.
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.
In an effort to provide good customer service we waived the service charge fee for this claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I went to turn on my air conditioner on Tuesday, April 30, as the temperature outside exceeded 80 degrees. The unit was hesitant about coming on and, when it did, it did not cool the house. I called Total Home Protection and was told that they would not send a technician until I proved that a repair, which they denied in 2017, was done. I spoke with someone who said he was the manager and he indicated he would waive that rule and find a technician to repair the unit. Nothing has been done to date.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 5/2/2019. The consumer was advised that a proof of prior repair was required for a prior failure from 8/8/2017 in order to go forward with the claim.
In an effort to provide good customer service we assigned a vendor to diagnose the failure which we are waiting for the diagnosis to review.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
1. After we could not resolve our mediation issue (see below), my mother and I cancelled the home warranty policy - after only 2 months 9 days. Our refund on a $370/annual policy should have been - with a $50 cancellation fee - approximately $227.51. Instead the company sent me and my mother a check for ONLY $112.
2. The "mediation" department is very unsatisfactory. After denying a claim on a cracked heat exchanger, the mediation department's suggestion was to send out a vendor to check the system - and then most likely deny the claim. The terms of the contract are unconscionable: it covers heat exchangers, but not cracked or rusted heat exchangers - which are the primary ways of failure.
3. A claim on a garage door issue is the epitome of this company which operates contrary to consumer protection laws. The online claim questionnaire had a suggested garage door defect that the door goes straight up after it touches the ground. The vendor it sent - to which I had to pay $45 - was an electrician who had no capability to fix the garage door - whether it was or was not covered by the warranty. Well, it appears that the reason for the garage door goes straight up after touching the ground is a broken seeing eye sensor - which the warranty does not cover. Why would it send a non-garage door technician to diagnose a garage door issue that it knew or should have known that it does not cover. When I called to complain, they put me on hold, and called the vendor - then told me the vendor was going to send me my $45 check back. After this did not happen, and the vendor cashed it, I called the vendor - who told me that they never said that to the warranty company.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a heating system on 1/13/2019 stating the last time working was 1/11/2019. We were advised while the consumer was getting maintenance the vendor reported the heat exchanger is cracked. Per our policy this failure is excluded from coverage.
Please see the referenced section of the policy below;
B. Heating System
Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; heat exchangers; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.The consumer received Free Limited Roof Leak coverage as a promotion when purchasing the policy. In an effort to provide good customer service we offered a free service charge fee which the consumer accepted.
The consumer placed a claim for a garage door opener on 1/14/2019 stating the door goes up but only goes down when holding down the wall switch. The vendor reported it was the sensors which are not covered under the warranty.
P. Garage Door Opener
Note: Coverage is for no more than one (1) unit, system, or appliance, unless additional fees are paid.
COVERED: All components and parts, except:
NOT COVERED: Garage doors; hinges; springs; sensors; chains; travelers; door track assemblies; rollers; lights; keypads; wall buttons; remote receiving and/or transmitting devices.The consumer requested to cancel the policy. As per terms and conditions, a prorated refund of $112.00 was sent by check which was cashed on 4/4/2019. We recently detected an internal IT issue and have discovered this consumer was never charged $370.00 on 11/19/2018 when he purchased this policy. Being he received $112.00 for a policy which was not paid for, no additional funds are due.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
6/11/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience. The buyer received the confirmation of the purchased policy but no funds were ever taken from the seller, so basically this consumer did receive funds when no funds were paid in. When policies are purchased not all are charged immediately and this one got overlooked in error. Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: notwithstanding their non-response to my argument that the warranty contract is unconscionable and anti-consumer, this policy was indeed paid for. See attachment which I received from the purchaser of the policy ***. It is a copy of his wife ***'s *** statement and shows a $1,420 payment on 11/19/18 made to Total Home Warranty. This covered two accounts: $370 towards policy *** for my mother's condo, and $1050 towards policy *** for *** home at ***, Westerville, Ohio ***. Giving the company the benefit of the doubt, possibly because both policies were paid with one payment, maybe the company's computer system does not show payment for the condo policy at ***. Hopefully this additional piece of evidence I am providing today will allow the company to drop the argument that this was never paid for. In doing so, I hope the company gives us a complete refund, which would include $110 additional check to make us whole.
Regards
I HAVE BEEN A CUSTOMER OF TOTAL HOME PROTECTION SINCE 2017 AND NEVER FILED A CLAIM, UNTIL THIS WEEK. I CALLED MONDAY MORNING TO ASK FOR AN A/C REPAIR ON MY UNIT. I AM IN ARIZONA, AM ALMOST 80-YEARS OLD AND HAVE A SON LIVING WITH ME WHO SUFFERS FROM HEART FAILURE. IT'S HOT HERE!!!!!!! I'VE GOTTEN NOTHING BUT GRIEF FROM THE "CUSTOMER SERVICE" WHO OBVIOUSLY FAILS TO UNDERSTAND THEIR TITLE. I'M TOLD THAT THEY ONLY HAVE A COUPLE OF COMPANIES IN THIS AREA AND ONE OF THEM DOESN'T WANT TO COME OUT TO RIO VERDE AND I HAVE YET TO HEAR FROM THE OTHER. NEVER HAS THE COMPANY REFUSED PAYMENT FROM ME BECAUSE I LIVE IN RIO VERDE. ONE OF THEIR, CUSTOMER SERVICE REPS TOLD ME THAT LISTENING TO MY COMPLAINT, " IS ABOVE MY PAY SCALE". I WANT ALL OF MY MONEY BACK SO I MAY PAY SOMEONE TO RELIEVE US OF 100 DEGREE HEAT IN A HOME WHERE THE A/C ISN'T WORKING!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/14/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an air conditioner on 4/29/2019 stating the unit was not cooling and making a strange grinding sound. We assigned a vendor to the claim the same day. The consumer contacted us to advise the vendor was only able to come out on the weekend.
We advised the consumer they could go through reimbursement. Reimbursement is where the consumer gets a local vendor to come out and diagnose the failure. Once approved, we would send a reimbursement check unpon receipt of the paid invoice.
We are currently waiting for the paid invoice for review of potential reimbursement which can be sent to [email protected]
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have had unpleasant experience with Total Home Protection. I have two houses in Phoenix AZ area. I was persuaded spending 3K to get two home’s warranty for five year contract with Total Home Protection. Hope to get peace in mind about our houses, but it turned out a disaster. A month ago we had tile roof leaks and I filed a claim. After a couple of weeks getting a service contractor, doing inspection and authorization, and so on, they told me that tiles roofs are not covered. I fact they don’t cover any roofs except limited coverage applies to shake and compositing roofs. Why couldn’t they tell me early to save lot of my time and energy?
A couple of weeks ago an air conditioner in one of the houses was stopping working. I filed another claim for it. The inspection result was failure of the AC due to normal wear and tear. Because the motor was dirty, which is in the attic and could not to reach. Total Home Protection refused to cover fully, only cove half of the cost, so I had to pay half. THP changed to lack of maintenance. THP insisted me showing maintenance records. Even I do maintenance regularly, but I could not show the the maintenance records, because I didn’t keep them. I asked them to show me any documents and policy that customers have to submit maintenance records each time filing a claim. There is no answer from them. In the coverage policy I could not find customers have to submit maintenance records before getting covered. It says: “We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.” But the inspection conclusion by *** was the failure was due to Normal Wear and Tear. Why did THP changed to lack of maintenance, which is sham. I purchased 5 year warranty starting in May 2017. I asked THP to refund my next 3 years money and I was told if I terminate the contract, I can not be refund.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for roof leak on 2/28/2019. The vendor reported there was a leak in the roof tiles and they need to be replaced. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VI. OPTIONAL COVERAGE
B. Limited Roof Leak
Note: Coverage applies to single family homes only.
COVERED: Repair of shake and composition roof leaks over the occupied living area.
NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer received Free Limited Roof Leak coverage as a promotion when purchasing the policy. In an effort to provide good customer service we offered a free service charge fee which the consumer accepted.
The consumer placed a claim for an air conditioner not cooling on 4/10/2019. The vendor reported the T-stat was not reading correctly. He also reported the blower motor was locked and the run cap failed. It was determined these failures were not covered, due to lack of proper routine maintenance.The consumer advised maintenance was performed but was unable to provide maintenance records.
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; 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.
In an effort to assist the consumer we offered $300.00 good will towards this non covered failure, which was accepted.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
J[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:what THP said is no true. The technician inspection result is very clear which is due to normal wear and tear, not lack of maintenance.THP should pay the total cost, not half. Secondly, I had to get AC fixed, because my tenant is disabled, has critical health problems and can not stand the heat. I had to accept whatever the results THP made to get AC fixed. Thirdly, THP only offered $205, not $300. Please see the attachments.
For the roof leak, they could let me now at the beginning that tiles roofs are not covered, then I would not have to wait another couple of weeks dealing with technical’s inspection and THP, which wastes a lot of my energy and time.
Regards
My hvac system is leaking freon and have the total home protection warranty for all my appliances. The evaporator coil has a leak and needed to be replaced. I have to contact my service company to do the diagnostics and provided total home protection the diagnostics and had to pay for it out of my own expense. Once sending the diagnostics to total home protection customer service, I was advised that they needed to talk to the technician which I provided them the service supervisor phone number and name. Once my claim got sent up to authorization department, it was denied because of rust. I was informed by the supervisor that rust is not covered by the policy. My system is 7 years old and *** has been servicing my system for 7 years. I inspected the part that was replaced and rust was not the main reason the evaporator coil failed. Is was the system itself. And now, I was informed that total home protection is not responsible for replacement or repair of my system which costs me $2,479.41. I expected that total home protection would take care of their customers but I was wrong. I pay my premium on time to get the service I deserve but getting nothing from them in return. I can also provide pictures of the evaporator coil if needed. Thank you for your time.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/30/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 4/9/2019. The vendor reported the unit was low on charge, found leak on the thermal expansion valve and on the rusted evaporator coil. He also reported the drain pan has a crack in it. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to assist the consumer we offered $150.00 goodwill which the consumer accepted.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
The first contractor that was by the company to my home informed me that it was low on freon which I was told that it was not covered by the warranty which ido understand. I asked for a second opinion from my hvac company that has been doing semi annual inspection since 2012 on my system and they found the leak through the evaporator coil. The contractor they sent me did not do anything except to tell me that my system is low on freon. My hvac system is 7 years old and been promptly and diligently conducting inspection and maintenance twice a year. I was told by Total Home Protection that it was not covered ( again) because of the rust problem on the coil itself. I have attached several pictures of the damaged evaporator coil with this letter. I believe that this part of my hvac had been properly maintained and cared for until the leak was detected by my contractor that serviced my hvac. See for yourself of all the pictures that I included with this response. I am not concerned about the pan but everything else should be replaced by the warranty company. Thank you and have a nice day
Respectfully Signed
*** Complaint: ***
I am rejecting this response because:
Regards
Complaint ID: ***
7/8/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience. The consumer requested to cancel the policy which in an effort to provide good customer service we waived the $50.00 administrative fee.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
No coverage or disclosure of exclusion for "Lack of Maintainance" on their home warranty coverage policy. Everything that fails in a home can be denyied for Lack of Maintance. My main electrical panel had it's main curcuit breaker failed and the denied for lack of maintaiance because of dust or debris. I don't know what maintance a main curcuit breaker needs. With this non-disclosed exclusion, all claims are denied for lack of maintaiance. This is a ripoff company.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/1/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a electrical system stating there was no power to one side of the home on 4/3/2019. The vendor reported 125 amp breaker failed which is located outside in the back. The vendor provided pictures which shows the panel is heavily impacted with dirt and debris. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
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; 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer $300.00 goodwill towards this non covered failure, which was accepted.
We at Total Home Protection 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 ***.
Sincerely,Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
The sales agent did not disclose this information did not disclose information at the time of purchase of the policy. Based on their exclusions, there would never be any coverage for normal maintained items. Circuit breaker panel boxes have dust and cobwebs in them but the 125 amp main electrical circuit breaker is sealed and did not have any lack of maintainance issues. Only the circuit breaker box had dust and cobwebs and we did not make a claim to replace the electical panel box itself. There is no rust, dirt or debris on the main circuit breaker. See the photo. We did not make a claim for the e tire circuit breaker panel itself. There is no dirt debris or lack of maintainance for a factory sealed 125 amp circuit breaker. Their denial is based on the box itself, not the main breaker that was replaced. I strongly dispute their denial
See photo provided by their vendor.
COMPLAINT ID: ***
May 16, 2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.
Electrical equipment can and does fail, often catastrophically, with arcing that produces large amounts of heat. Any combustible material in the vicinity of the arc flash can be ignited. The following housekeeping rules should be followed in electrical equipment areas:
Limit access to electrical rooms to authorized maintenance or operations personnel who understand the importance of maintaining a clean, well-ventilated electrical area.
Keep electrical equipment dry and protected from moisture. If evidence of moisture is noted, examine the equipment for damage and conduct all necessary repairs. Also, identify the source of the moisture and eliminate it.
Clean the electrical equipment areas and keep them protected from dust and dirt. If evidence of dust and dirt are noted, examine the equipment for damage, clean it and make any necessary repairs.
Watch the placement of storage items to avoid restricting air circulation or impeding proper cooling to electrical panels or other electrical equipment. Excessive heat build-up will result in premature failure and shortened service life. Storage should not be closer than 36 inches to the electrical panels, equipment, ventilation vents or openings. Make a concerted effort to reduce the number of unused items, and to store items in a neat and orderly fashion.
The consumers electrical box is located outside in the back of the home which is exposed to the elements. We sincerely apologize for your negative experience and have assisted with goodwill of $300.00 which was accepted. For further assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
I have a home warranty from Total Home Protection. Recently, I got a work order to replace two toilets I'd been having trouble with. Our plumber had been out a couple of times to fix them, but the last two months, we've been plunging almost every time we use them. Our plumber said the only way to fix the problem was to replace them.
When our plumber contacted THP, they decided that we were doing an upgrade rather than a fix, so the work would not be covered. Apparently, then would rather pay someone to come out every time the toilets clog rather than replace them and be done with it, which is stupid. If the only way to fix them is to replace them, that should be covered, regardless of whether or not there was a mechanical failure. I will not be using this company again and will be canceling my policy once this is resolved. All one-star reviews on *** recently. Something must have changed, but this company does not honor its warranties!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
5/9/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing issue on 4/9/2019 stating two toilets were clogged. The vendor reported the drain ports on the toilets are too small. He also reported that he has been out to this home multiple times over the years to snake the toilets for stoppages. It was determined that the toilets needed to be replaced as the opening for the waste to drain port is too small and needs to be modified. Per our policy upgrades are excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provided good customer service we offered $300.00 goodwill which was accepted.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
June 20, 2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The policy covers mechanical failures and in this case the failure is with the design of the toilet. The policy does not cover upgrades. We sincerely apologize for your negative experience and have assisted with $300.00 goodwill towards this non covered failure. For further assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Total Home Protection’s response does not deal with the problem. All it does is tell you what it’s done, but does not address that they are not following their own rules. As I mentioned, their rules clearly state that they do not need to replace something with an identical piece of equipment. Our toilets didn’t work. THIS IS NOT AN UPGRADE. It’s a replacement of non-working toilets to fix it so that they do work. There’s nothing in their rules that states how or why they’re able to determine that this is an upgrade. I purchased this plan so if something in the house went wrong, it would be covered. These toilets should be covered. They were replaced to fix a recurring problem, not to upgrade our toilets. You need to hold them accountable for that.
Regards
total home protection was paid for warranty repair or replacement on covered product in my home. they have failed. my oven has been determined by two different repair tec, that the oven is old and needs to be replaced. total home has made various excusses to avoid action and now refused to replace the oven in that the model # can not be seen, it has fadded off over the 15-20 years it has served. the company had me to try and find it some how from the maker, I could not, informed by maker without exact numbers any repair would be unsafe, replace. I have medical issues with diet, and my oven is vary important to me. at most only 1 eye works on the stove, and some times if we press on the other eyes it will work but sparks electricity. this is unsafe and this company does not care. 6 work orders were file, nearly 2 months latter only 1 has been completed.
it took them nearly 2 weeks to repair the hot water heater and the repair man they sent had not been paid and called me. 2 people were helping me on my work order, and told me various workorders have been approved only for me call back to the company to find out the people or gone, and no repair or replacement done. this company was paid over 1100.00 for this warranty and they have failed.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/29/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a stove top not working properly on 3/2/2019. The vendor reported the stove connections on the back were dry rotted and crumbling. Per our policy this failure is clearly from coverage. Please see the referenced section of the policy below;
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; 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer was not happy with the outcome of the claim and in an effort to provide good customer service a 2nd opinion vendor was assigned to the claim. The vendor reported there was model/serial number on the unit and the 4 burners would need to be replaced. He was unable to provide part numbers or pricing as they are located by model and serial numbers of the actual unit. Without a model/serial number we are unable to proceed forward with any type of repair. In an effort to assist the consumer $150.00 goodwill towards this non covered failure which also no model/serial number being provided to confirm parts.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
8/28/2019Total Home Protection properly addressed this complaint and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the Air Condition failure was as a result of a non-covered condition. We sincerely apologize for the negative experience, but this failure is not included in coverage. I ask that this complaint be closed as Resolved or Answered as we have tried to accommodate this customer with multiple approaches in which all was declined. Sincerely,***
Total Home Protection
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: THP has not once provided the proof from the service contractors that proved their conclusion. In the contract rust is not covered but being present does not make it the cause of the failure, and must be proven by a repairman, which was done. The AC contractor told THP the failure was from normal ware and tare of the unit. THP recorded the report and I recorded the report. My copy of this report is ready for all to review , get THP to do the same. The contractor report said AC failure was NOT caused by rust but the normal ware and tare of a 20 year plus unit, and now THO wants to claim age as a cause to deny my claim as well as changing the contractors words.
Also THP has added to the contract that claims they have the right offer money in lieu of repair and replace to make it binding by refusing to act when their offer was refused. THP is not making an offer to settle out of the kindness of there heart, but trying to inforce what I believe is a unlawful clause they have changed different than what is in my orginal book sent to me.
Also THP has several outstanding repairs that have not been completed because the repair agent have refuse to complet the jobs, and now THP has the nerve to ask me to find repairmen to complete what they can't find people to do. SOME SERVICE.
FINALLY, THP has called me trying to get me to do what I have paid them for. I am sure they will make some excuse for this action as well. THP has lost all trust with me because I did this once before to get the repairman, got the ok from THP, paid him, requested a refund and the check got lost in the mail from THP. Also THP has changed their words to me in the past so I require all contact between THP and me be in writting which I have told THP several times. THP has told me they will not but anything in writting what they tell me on the phone. This is I believe the third service man that has refused to complete work for THP One has even refused to come unless I pay him myself and bill THP. And yet THP is still calling and leaving me a message to call them back. NO . Put in on paper mail, email.
THP is a company that refuse to stand by their words and refuse to put them in writting for proof for all to see and aviod mistakes, shoes all anyone needs to know about this compay.
Regards
On March 27, 2019; spoke to salesperson Eli H and we agreed on a fourteen-month home warranty for our home at *** Baytown Texas, *** in the amount of $450. When we received the contract number is seven eight six seven eight seven five eight two, the contract term was for twelve months, not the agreed term of fourteen months. WE WANT OUR fourteen-month terms, we want the contract honored and rewritten to include the fourteen MONTHS.
Saturday, April 13, 2019 we emailed Eli H to rewrite contract for the agreed fourteen months, as of today NO REPLY. We want our agreed fourteen-month term to be honored and contract rewritten. And sent to us IMMEDIATELY
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/22/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer was quoted pricing contingent on purchasing a policy with a credit card incentive which would be 1 year with 2 free months from our sales man . When done through closing with our real estate department it is a 12 month policy with no incentive as it is done by check at closing. This policy was paid for by check from the title company which does not fall under the promotion that includes additional free months.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
May 2, 2019
Total Home Protection properly addressed this complaint. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service, we can add 1 additional month for free. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Will not honour or fulfill contract agreement to repair or replace garbage disposal
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/26/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim on 4/7/2019 for a garbage disposal not coming on and sparking. The vendor reported the unit was very clogged and it was determined this failure was due to lack of maintenance.
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; 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; 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service a free service charge fee has been applied to the policy.
We at Total Home Protection 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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The garbage disposal was and is still not clogged . The vendors response was that the motor was bad .
We have a drain screen over it and only remove it when we use it to prevent anything from falling into the disposal when not in use.
Regards
I purchased a home warranty from this company January 3,2019. Called in my 1st service call February 6 they told me I didn't have a warranty, but I recieved the welcome text message. By the way which is the same message I recieved when I repurchased it March 3rd. So know my stove has gone out the warranty company sent someone out to repair it, the repair person told them it couldn't be repaired it would have to be replaced. Then a supervisor called to tell me that it was a pre existing condition by 1 day and they would not pay for it. I beieve this company practices deceptively and has not intentions on repairing any home repairs.
Revdex.com
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
4/25/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an oven on 4/5/2019 stating it was not turning on. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated noticed it the issue the same day. The vendor reported the board failed and the parts were no longer available. As per the 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 so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 4/3/2019 This failure is considered “pre-existing condition” and NOT in proper working order on the effective coverage start date of 4/3/2019. The consumer advised she opened the policy in January but there is no record of a policy for this consumer in our system except for the policy that started on 4/3/2019.
In an effort to provide good customer service we offered the consumer $100.00 good will which was rejected.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection has denied a claim based on a picture, the company that came out to inspect my Ac unit, stated to me, and to Total Home Protection the unit was well maintained, and that it was normal wear and tear. I have had the unit looked at in the last 6 months.I informed them of that, I live in the desert, the unit needs to be maintained on a regular basis. I have done that. I contacted Total Home on April 9th regarding my Ac unit, the company they assigned didn't show up on the day of the appointment. I contacted the assigned company, I was told by the contractor that they had informed Total Home Protection that the appointment would not be kept due to payment concerns from Total Home Protection. I was not contacted by Total Home Protection. The second contractor came out on the 13th, normal wear and tear. Today is the 17th and I called for the 4th time this week, and finally told denied. Each time I called,I let Total Home Protection know it was in the high 90's here with triple digits on the way. The way this entire situation has been handled is awful, and when talking to them feels dishonest.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/26/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an air conditioner on 4/8/2019 stating the unit was not working properly. The vendor reported the unit had a failed dual cap and a conderser fan motor failed. Pictures were submitted which indicated the failure was due to lack of maintenance so the failure was determined to be non covered. In reviewing the claim further the consumer was advised to submit reimbursement documentation which we have approved for reimbursement.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com