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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I paid in full for warranty services for a total of $1,170 for coverage from 12/21/2018 - 6/21/2022. They stated that their warranty plans take the unexpected expense out of home repairs. If the product cannot be fixed or repaired they will replace it. My first call to them was when my dishwasher leaked all over my kitchen floor on 4/1/19. They stated at this time I will receive an email from a technician to set up a visit. This was not the case and I had to call them again on 4/4. I did receive an email that day, called the technician and he came to my home on 4/5. At this time his recommendation was to replace the dishwasher due to amount of money it would cost to fix an over 10yr old item. I then called Total Home Protection on 4/8 since I did not hear anything back from them. At this time they stated they did not receive technicians diagnosis. I then called back on 4/10 and got same response. I then asked to talk to a supervisor. He offered me $200 to replace dishwasher on my own which I then responded that would not cover a new one and I would then have to hire someone else to replace. My question to him was wasn’t that what I paid them to do. He assured me he would get diagnosis and keep me updated. I never heard anything and called them back on 4/18 and was told again they did not receive a response. I then received a call from the technician who stated he not only provided the diagnosis but provided it twice. Again with material and labor cost it would be over $300 close to $400 and he recommended replacement. I called back right after this call and they somehow now found the diagnosis but stated it was for $260. They offered to send me that to get a new one but again isn’t that what my warranty is for? I explained it would cost me well over that to buy a new one and have it installed. I requested my money back because they obviously are falsely advertising their services at which I was told this is not an option. The technician denys that he stated $260 to fix.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, 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 a dishwasher on 4/1/2019 stating the unit was leaking water. The vendor reported the pump and motor assmebly failed. Due to the age of the unit and any potential additional failures, it was determined to provide funds towards the purchase of a new unit as per the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. THP is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.
In an effort to provide good customer service we offered $ 300.00 which the consumer accepted.
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 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: (800) 545-0402www.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 for this instance but would still like to know my option of receiving my money back. I not only had to put in $60 for technician to come out but now have to put in at least another $100, plus now hire someone else to replace the unit. If offering less then what is needed to not only finish the job and then not doing it themselves, then to me this is miss advertising as they state if they cannot repair then they will replace. Their advertising does not say we will pay you less then you need for replacement and then the hassle is now on you to come up with extra money and hire someone else.
Regards
I have an air conditioner that is over 30 years old. Need I say more, it’s outlived it’s usefulness. The home warranty company is refusing to replace my unit due to my lack of maintenance, but that is not what the technician reported to them. The technician that came to my house said nothing about it being any fault of mine, he said it’s old and the coils are leaking and to replace them they would need to be made. So to replace them would cost more than replacing the unit. The warranty company has been less than helpful in speaking with me or communicating anything other than they are refusing to replace it. They did offer me $250, which I declined to accept. I have COPD and it is difficult to breathe when it is hot and there is no air conditioner running to circulate the air and it becomes stagnant.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/16/2019COMPLAINT 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 3/13/2019. The vendor reported the system had a freon leak, both coils are leaking due to rust/corrosion and the compressor is shorted to ground. Per our policy failures from rust/corrosion 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 $200.00 good will which was rejected. We offered an additional $50.00 for a $250.00 good will offer which the consumer also rejected.
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 NOT satisfactory. I live in Arizona and I was very stressed out about not having a functioning air conditioner on the first 100 degree day. I decided to get a unit on my own which has also been extremely stressful since my debt to income was less than desirable. Unfortunately I was forced to finance through a company that is charging me three times the price of the unit. My old air conditioner was over 35 years old so if it was rusted and corroded I’m sure there were other reasons it stopped working and not only that. This warranty company has terrible reviews and they’re all similar to mine, they deny the claim. They also have a cease and desist order in California for selling warranties without a license. It is my opinion that the order in California and the reviews that mirror mine show the character of this company. I paid for this warranty in good faith hoping if something broke down I was covered. Apparently I was wrong. It’s really quite sad because I’m a single woman with limited income and I was duped by Total Home Protection. They honestly should change their name because they give the opposite of total home protection. Of the three claims I made all were denied, what a joke.
Regards
We had a home warranty with this company and have had multiple issues with our refrigerator. The ice and water dispenser lever broke and so we are now unable to get ice or water from the refrigerator. The company claims this is a structural component that is not covered, but it is clearly a mechanical part of the machine that does not allow it to function as it was intended. I went through the appeal process and they still denied it. I asked to get out of my contract and was told they would be charging me a cancellation fee. I feel that their denial of a legitimate claim is grounds for me to not be charged further.
RE: Complaint ID
April 15, 2019
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.
Please be advised that we have no record in our system for this consumer being a Total Home Protection customer. We have checked by name, address and email address and nothing is coming up in our system. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.
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
Our heating unit went out the first of Feb. 2019. After calling Total Home Protection, they sent a technician out to diagnose the problem. He submitted the claim (stating the unit looked as though it had normal wear and diagnosed the issue). The company asked that the technician come back out to our house and submit a picture of our unit. We were then denied any assistance to repair and told there appeared to be dust in the picture on the unit. I called and spoke with a Resolution Manager (Keisha)on Feb. 18th and after much conversation she did say they would send me a check for $100 to help cover expenses. On Feb. 27th I still had not received any thing in the mail so I called back. I was told their system had been down and I could expect a check the middle of March. I called back today April 11 at 1:30 and was told the system is down yet again. AS of now, I have received NOTHING from Total Home Protection and can not get anyone to answer any of my questions
I need help.
Revdex.com***Philadelphia, PA 19103
4/15/2019COMPLAINT 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 not heating on 2/9/2019. The vendor reported the control board failed and provided pictures. Our authorizations team determined the failure was due to lack of proper routine maintenance. 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 good will, which was accepted. A check was sent on 4/8/2019.
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 .
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
Have problems with getting my dishwasher covered even though it was supposed to be covered when I changed companies. They stated that if there was previous coverage that they would cover it...they denied it and after talking to a manger they gave me a $200 good faith...not explaining what they meant by good faith. Called the rep to cancel and waited 29 minutes in order to get the cancellation department and they said in order to cancel I have to pay the $200 back! And then on top of it he was arguing with me over the phone and talking over me. Not good policy!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/15/2019COMPLAINT 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 dishwasher on 1/2/2019. 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 1/1/2019. In an effort to assist the consumer we assigned a vendor who reported that the heating element burned a hole through the tub. The consumers policy started 1/2/2019 which confirms this failure is pre existing to the policy. 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
In an effort to provide good customer service we offered the consumer $200.00 good will for this non covered failure.
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
Oven not working. Repair requested 3/12/19. Repair person out 3/15. Diagnosed problem as needing new control panel. In checking problem, Contractor dislodged power block on back of stove. He said that the power clock could come in contact on metal and cause fire. He took off inspection plate over power control unit. Contacted company on 3/21 was told that the repair company never got in touch with them and they would contact them. Called back 3/25 again told that repair company has not contacted them. They tried to contact company whole I was on phone. No contact, transferred to Supervisor, I was told they would they send another repair company out. 3/28 still no action. Called again (Tasia), they stated they had no record of anyone else being called and that they would immediately call another repair company. 4/1 still no action, called transferred to Supervisor (Ashley), was told they see where I have previously called but there is no record of me being told they would contact a different repair company This Supervisor spoke with their Supervisor and said they were going to contact their dispatch and another repair company will be contacted. I indicated that I would call back in two days for status.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/2/2019COMPLAINT 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 Oven on 3/11/2019 stating the unit was not heating. We assigned a vendor but unfortunately they did not submit a diagnosis to us. We are in the process of securing another vendor. We offered the consumer to go through reimbursement, where the consumer would contact a local vendor to diagnose the unit and once approved, we would send a reimbursement check upon receipt of the invoice, which the consumer rejected.
We are in the process of securing another vendor, in an eforrt to provide good customer service we will give the consumer a free service charge fee for their next claim.
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
[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:
Regards,
***
After all this time (since 3/12/19) you have reassigned the company that originally came out and never got back to you. That company is coming out tomorrow. If the have the part and successfully repair the problem then I will be satisfied with the repair issue. During his original visit, when he pulled out the oven, a part where the power comes and then distributes the power to the rest of the oven components came loose. He indicated that this was a hazard of starting a fire. He taped up the power wires and removed the inspection plate so that the power block would not come contact with the wires. This part also needs to be repaired. Having tape on the wires is not a long term fix and a liability to your company.The repair of this component needs to be paid by Total Home Protection
Once the repair is completed, I will be canceling my contract. I expect a prompt cancellation and a refund of the money I paid. Also, because of all the problems and time I have devoted(phone calls on 3/15, 3/21, 3/25, 3/28, 4/2 & 4/3) to this issue, I expect a refund of the months I have already paid for. I initiated the service in December 2018, therefore there is only a few months of cost to refund.
Also, when I called your company on 3/29/19 your phone service hung up on me. Also, your recording offers an option of a call back rather than stay on hold. However, when you chooses this option (3/15/19 call) the service hangs up on you and you have to call back. The service members I talked with, as far back as 3/25, know of this problem and say don't ever choose that option. But, yet you don't fix it. This aspect of customer service reflects very poorly on your company
I have been with this company for a few months now and pay a monthly payment of $37.44. I finally had an issue where I needed to get them to help me and they promised within 24 to 48 hours a contractor will come out and review the problem I had and try to fix it. Two weeks went by and no one called me or no one came over so I called the company again and they treated me very rudely and said they guess that no one just wanted to take my job. I said I'm paying for the guarantee that somebody would come out here. Then I tried unsuccessfully for three whole days, talking to eight different representatives, and try to cancel this home warranty. They refused to cancel my warranty and they keep hanging up on me. They are rude and inconsiderate and I'm getting more frustrated with them over time. All I want to do is cancel my warranty with them and they won't do it. Help!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/3/2019
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.
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 plumbing system claim on 3/6/2019 advising the toilet was leaking. Unable to get a local vendor with availability we offered the consumer to go through reimbursement, where the consumer would contact a vendor to diagnose the unit and once approved we would send a reimbursement check upon receipt of the invoice.
The consumer requested to cancel and in an effort to provide good customer service we offered the consumer $150.00 goodwill which was accepted.
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. Although we would hate to lose a valued customer, if the consumer would still like to cancel, we can process the cancellation.
Sincerely,Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
I have been with this company over 2 years and really did not have a significant claim until Jan 1. On Jan 1 my garage door would not work. Even after it was disabled we could not lift it. I called THP on Jan 2. I was told they would have someone contact me in 24 to 48 hrs. I work and needed my car so I got my own repair man. He came out fri Jan 4 at this time THP wanted to see all receipts related to the garage door. I had previously called THP in Oct of 2018 for the garage door but they couldnt find anyone to send and it was such a hassle I had the same guy I used this time. Since he fixed it for 50.00 I didnt bother to use my warranty but this time they wanted receipts for repairs that never occured. After sending pictures receipts statements showing I paid 325.00 the second time THP was still claiming I wouldnt be covered. After I told them I would complain a rep called and agreed they would pay 150. I had called over 30 times since Jan and still have not received the check. I kept calling and I was told it would take 30 days. Then I called and was told they were having banking issues and it would be sent out early March. I finally got sick of the lies and stopped payment on March 8. I called to see where the check was and they told me they would not send it because I stopped paying them. I dont want to give them one more penny because they havent covered anything. This company is a scam.I have spent so much time on this and they will do anything to get out of covering everything
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/2/2019COMPLAINT 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 garage door opener on 1/1/2019 stating the door would not open. The vendor reported the board failed but the part was no longer available. As per the policy we offered the consumer $150.00 which was accepted.
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 provide good customer service to this valued customer, we will waive the past due payment to get the account in active status for the check to process.
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:I was promised a check for 150.00. I want the reimbursement for the garage door. I have paid THP 753.25 and have got nothing in return. THP has lied continually to me and I stopped payment due to this. I want this check for 150.00 ( which I am entitled to). If I do not receive the check I am contacting my attorney and suing for the full amount which I paid.
Regards
Complaint ID: ***
April 29, 2019
We apologize for your negative experience. The check for $150.00 was processed and mailed on 4/8/2019.Sincerely,Laura DTotal Home ProtectionToll Free: (800) 545-0402Hours: Monday - Friday, 9:00am - 6:00pm EST
Hello, My name is ***, my phone number is .
I need your help. My husband purchased the home
warranty from EON Total home some time in June 2016, all the appliances and air conditions were included. In July 2018 I called them because my down stairs of my house was not cooling. The company sent the contract technition, who told me that the freawon was low but he also wanted me to buy nozal to clean my air filters from him. when I told him that I was not interested he told me that he will write something on the report that company will not fix my air condition and that's what he did, he wrote that house is not cooling because the filters are dirty (Iclean my filters everymonth). When I complined to the manager by the name Steve of Total home warranty he laughed and told me that I did good for not buying any thing from him but since he wrote negative report company can't help me at this time but if I call them back in September they will send a different technition and will go from their.
Long story short, I called them back after hot summer in September they sent the person and he diagonosed the same thing plus the freon was leaking from the unit up in the attack. This time the Total home protection completely denied to fix my air condition telling that inside the box the unit is rusty and they do not warranty rusty things.
Sir /ma'am, this is Houston and the house was at that time 14 years old, didn't they know that the things will be rusty when they were taking the money every month.
I am a retired school teacher and my husband passed away 3 months ago we bought the warranty because we knew it will be hard to deal with these kind of problems. I did not renew the warranty in November.
Can you please help me, summer is around the corner and I don't want to be as miseriable as we were last year.
Thank you for taking time to read my mail.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/21/2019COMPLAINT 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 7/13/2018. The vendor reported the unit was working but the unit was running with dirty clogged filters causing the unit to lose pressure. Per our policy maintenance 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.
The consumer place another claim on 7/17/2018 advising the fan was not working. Proof of repair was required before a vendor could be assigned. The consumer was very upset so in an effort to provide good customer service we assigned a vendor. The vendor reported the evaporator coil was leaking due to rust/corrosion. As per the policy this failure is excluded, please see above.
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 $100.00 goodwill which the consumer rejected. We advised the consumer they could get a 2nd opinion and submit the diagnosis to us for review. The consumer requested to cancel the monthly policy. The policy was cancelled on 11/20/2018 which we refunded the last payment as a courtesy.
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: ***
May 2, 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 the policy has been cancelled as requested. The policy covers mechanical failures and as the consumer stated in the prior response, the unit does not have a mechanical failure it's leaking freon. The failure is that it has a hole in the coil, due to rust/corrosion causing freon to leak which specifically states in the policy rust/corrosion is not covered. With the policy being cancelled, no further action may be taken. 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: I don't agree, but I see that all the peopleI talked to were right that this company will never pay; some of them were actually had Total Home Warrenty and told me they had the same experience and company made excuses and they canceled the warrenty just like I did.
So, I am not going to waste any more of my time, just hope that Revdex.com make a note of it!
Thank you for your time, I appreciate Revdex.com's help.
Regards
Company promised full refund of $40 for misleading practices. Have not received!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/21/2019COMPLAINT 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 the start date of his policy 3/13/2019. 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 2/13/2019. 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 3/13/2019. Being that the unit was not working properly on 2/13/2019, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 3/13/2019.
In an effort to provide good customer service we offered a free service charge fee which was rejected.
The consumer requested to cancel the policy on 3/13/2019 which the request was processed the same day. The consumer received an email stating the refund would be given within 15-30 days.
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
Just a follow up with this complaint ***, the consumer *** was refunded $40.00 on 3/27/2019.
Best Regards,
Laura D
Consumer Advocate Specialist
Total Home Protection
Total Home insurance was contacted for busted Hot Water Heater. Says 24hr 365 day service. Called On Friday March 15, 2019. Told someone would contact me and to watch my email. Called about 3 hours later and was told they have 24-48 hours to contact me. Explained my wife has health issues and needs hot water to change colostomy bag. They said they would take note. But they have 24-48 hours. Asked if I could just hire a contractor and get reimbursed. They said yes but I would have to submit bill and they would decide if to pay and how much. Asked how much would be covered approximately, they said they don't know, I would have to submit bill. Told them my wife has health issues and needs. Told They have no idea about or if it would be paid. I said policy says 24 hours, 365 day service. They said they have 24-48 hours. They told me if I would like to check on the claim, I could call Monday to Friday during business hours. Total failure of customer service even in emergency. Had to get wheel chair and take wife to daughters house several miles away to tend to her medical needs. This company is just totally disrespectful to customers with medical or emergency needs. It has been over 24 hours and not so much as a phone call or notification of when their warranty service will take place.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/1/2019
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 a hot water heater advising the pipe was leaking on 3/15/2019. The diagnosis concluded that the cause of the failure was the tank was leaking. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
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; 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.
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 1 free month which was rejected. The consumer requested to cancel the policy on 3/19/2019 which was processed the same day.
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: ***
April 4, 2019
Total Home Protection properly addressed this review 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 water heater failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we offered to waive one month of service which the consumer rejected. We can offer to refund the last month of service of $37.00 back to the consumers account. For additional 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
I would like to file a complaint with Total Home Protection. Since paying for the warranty program I have had two major appliances breakdown - water heater and furnace. I was disappointed to hear that the actual tank of the water heater is not covered as this is the main source! When my furnace started making bad noises, I called and because it was still heating, they wouldn't do anything. Once it did finally stop working, it was February in Minnesota. I have 2 small children and the temps were to go below zero. They told me I had to wait 24-48 hours before getting an email with a technician assigned to my claim, then I had to make an appointment at that point to come out to assess. I could not wait that long with temps like this as the potential of freezing pipes and having my small children stay in the house was not an option. I asked a representative if there was anything else that could be done and she said Total Home Protection does not do emergency services, but if that is what is happening, I can call someone to my house to fix the issue, call THP to have them authorize the claim and I would get reimbursed. I specifically asked if I would be reimbursed for everything and was told YES and I also asked if there was any company in particular that I had to use and was told NO. When the technician was at my house to fix the furnace, I called and was put on hold multiple times for long periods of time, and the representative that both I and the technician talked with was very short and not polite. I was then told that I would only get reimbursed for $200 of the $610 that I had to pay! I guarantee that the part itself cost more than $200!! I told him that I was told I would be fully reimbursed and he said only what THEIR cost is. NOWHERE is that stated or was that told to me!!! I was also told I would be emailed the form that I needed to fill out in order to get reimbursed and I have not received it! I believe this is their way of avoiding paying me! I would like to see a refund of my purchase into this warranty program as I am finding it to be worthless and a big scam!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/1/2019
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 heating system claim on 2/26/2019. As per the policy Total Home Protection has 24-48 hours during normal business days to assign a vendor. The consumer advised they were going to go through reimbursement.
III. REQUESTING SERVICE – CALL ***
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.As we are not an emergency service, we reimbursed the consumer $300.00.
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 1-800-545-0402 ext. 701.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
On Friday, March 1st, my tenants at my property in Indianapolis had an issue with the furnace malfunctioning. Having no heat during the cold winter is an emergency situation that needs quick resolution. I called Total Home Protection to help expedite the claim to get trade over there as soon as possible to diagnose and solve the heating issue. Total Home Protection customer service told me that it would be 48 hours before I would receive an email communication from an HVAC specialist. Total home protection usually takes a least 1 week before an email communication shows up in my inbox. I told them this is unacceptable due to the nature of the issue. The customer service rep told me to go ahead and secure an HVAC company to handle the issue and that they could work with that company to assist with the transaction/reimbursement due to the serious nature of having no heat in winter. I went ahead and arranged for service and paid approximately $1,400 for the service call, a new thermostat, and new control panel. I was given a 12 month warranty on the parts. I called Total Home Protection to help with reimbursement on this service. Initially, the CSR mentioned they would not reimburse anything for this claim since it was not handled internally, even though I was told that I had the option to expedite this emergency and choose an HVAC company on my own. THP finally said they would be willing to pay a maximum of $200.00 towards this claim after I told them how unsatisfied I was with their service. This is an ongoing issue that I have had with THP...Terrible customer service, long wait times, chatter and laughter that I can hear in the background...It is an absolute 3-Ring Circus! They have been one of the worst home warranty companies I have dealt with.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/13/2019
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.
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 heating system on 2/22/2019 at 11:21 am. The consumer contacted us a few hours later at 3:21 pm for a status on the claim. The consumer was advised that we are not an emergency service and our dispatch team was working on securing a vendor for the claim. As per the policy we will assign a vendor within 2 days during normal business hours and 4 days on weekends and holidays. The consumer was advised at that time that they are able to get their own vendor and go through our reimbursement process. Reimbursement is where the consumer contacts a vendor to come out and diagnose the issue and to contact us with a diagnosis and pricing prior to any repairs being performed. Once authorization is given we would send a reimbursement check upon receipt of the paid invoice. The consumer advised he would contact us back if he decided to go through reimbursement.
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.
C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
D. We reserve the right to obtain a second opinion at our expense. In the event that we inform you the malfunction is not covered under this Agreement, you have the right to request a second opinion of the cause of the malfunction. You must ask us for a second opinion from another Service Contractor within seven (7) days from us informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then we may, in our discretion, decide whether to accept Coverage under this Agreement. If you request a second opinion, you will be responsible for the payment of an additional Trade Service Call Fee only if the outcome of the second opinion is the same as the initial opinion.
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
F. If service work performed under this contract should fail, then we will make the necessary repairs without an additional Trade Service Call Fee for a period of 90 days on parts and 30 days on labor.
We received a paid invoice on 2/23/2019 although no diagnosis was received. We reviewed the information and determined that unauthorized repairs were performed.
In an effort to assist the consumer with this non covered claim, we offered $200.00 goodwill. The consumers policy is set to expire 4/21/2019 and other claims have incurred costs to Total Home Protection. If the consumer would like to cancel it would be as per the terms & conditions of the policy. https://www.totalhomeprotection.com/terms
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.
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
This home warranty company, Total Home Protection (THP) should not be in business. During the Winter (recently) our heating unit malfunctioned in our house. The selected service repairman (chosen by THP) took three visits to repair the unit only to not really fix the unit as the “repaired” heating unit would trip the circuit breaker. Throughout the repair cycle (over three weeks) I called THP numerous times only to get an automated response (“We cannot assist you now due to winter weather causing all our systems were down”). They claimed that their IT computer systems were down for over a week due to bad weather. To date, THP reimbursed us only 40% of the labor and material costs with the unit still not repaired; now at over a month. They have also denied me the possibility to renew my policy which terminated during this issue. Not once did they call me to check in and see how everything was.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
4/2/2019COMPLAINT 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 not blowing warm air on 2/8/2019. The vendor reported the inducer motor seized and the fan limit control failed. The consumer was advised on 2/11/2019 that we would cover the inducer motor but the fan limit was not covered as secondary failures are excluded, which the consumer accepted.
On 3/8/2019 the consumer contacted us advising they needed to place a claim for an electrician, as the policy expired the consumer was advised we were unable to send an electrician.
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, the consumer may submit the diagnosis or paid receipt to mediation@totalhomeprotection for review. If it is determined the failure is associated with the heating system we will reimburse the consumer. If it is a new failure then it would not be reimbursed as the policy expired on 2/15/2019.
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 .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection does not deliver on what they promise. Their contract has more stipulations written to protect them from never having to pay for a repair or replacement of an item covered under the home warranty program in which I paid towards.
Customer service is beyond horrible and not once since I have had my home warranty contract in place, have they met their obligations. $500.00 heater repair was 100% my responsibility after I paid the service fee for the repair company to look at. $400.00 built-in microwave sat for two months without a repair only to be told they would offer me $70.00 towards a replacement. I tried to cancel the contract and they will not honor that request, so I am stuck with Total Home Protection with no recourse. They basically have done whatever they feel like doing because their contract favors "not" paying the consumer.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/15/2019COMPLAINT 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 stating the unit was leaking on 10/19/2018. The vendor reported there was no heat to the basement zone that the zone valve and pressure relief valve failed As the policy valves are not covered
V. COVERAGE
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.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 contacted us on 10/25/2019 to submit a claim for the ice maker not working. The consumer was advised that he does not have ice maker coverage as that is optional coverage which he does not have. In an effort to assist the consumer we offered $100.00 goodwill which the consumer accepted.
The consumer submitted a claim for a microwave not heating on 1/13/2019. The vendor reported that the touch pad and control board failed. Due to the age of the unit, we offered the consumer $100.00
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. THP is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by THP.
The consumer did request to cancel and was advised that if he cancelled at this time the goodwill check for $100.00 would not be sent as goodwill does not get sent out on a cancelled policy. The consumer agreed to remain a customer. If the consumer would like to cancel the policy he can contact us at and we will cancel the policy as per the terms & conditions 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.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I filed a work order a couple months back because my heater would not turn on from time to time. I pay a monthly fee of $42.08 for the *** so I called to have my heater repaired. I paid $60.00 for the service call. The repair man said it was the gas valve and said he would replace it however *** did not cover the parts. I paid $120.00 for the part (Gas Valve). The heater keeps having issues and therefore called again. The repair man said it was the CPU motherboard which runs between $150.00 to $180.00. *** does not cover the part again. What's the point of having insurance coverage if it doesn't cover repairs! Especially if that's what there advertising and selling! *** IS A SCAM AND USELESS. I have paid $222.08 out of pocket for one repair that hasn't been resolved and stand to pay another $150.00 for *** of $377.08. RIDICULOUS!
Revdex.com***
***
3/14/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** 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 blowing cold air on 12/5/2018. The vendor reported the gas valve failed. Per our valves are excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
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.
In an effort to provide good customer service we offered $75.00 goodwill towards this non covered failure which the consumer accepted.
The consumer contacted us on 2/20/2018 advising the heating system was having the same issue and although the claim was not covered we dispatched the vendor out on a recall even being past the 30 day recall period. The vendor reported that the board failed. The initial failure with the system and the gas valve not operating correctly, causes the board to not read accurate temperatures and will short itself out. We advised the consumer of the non covered failure as this is a secondary failure which is not covered under the warranty.
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.
We at *** 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 ***Toll Free:
In February of 2018 I contacted several home warranty companies to inquire about the services they cover and the cost of those services. because of the information that I received from the sales representative at Total Home Warranty, I decided that I would enter into an agreement with them that covered all of the main appliances in my home, including a secondary a/c unit, which is the splitter unit in my addition. I also opted for some add-on coverage to include the rook and a water softening system. I have paid for these services monthly and on time since February of 2017.
In February of 2019, one year from the start of my coverage, I called Total Home Warranty to place a claim on the secondary a/c and heating unit in my home, the splitter unit. This is the unit that a specifically discussed with the sales representative when I entered into the agreement with Total Home Protection. The contacted a service technician and had them contact me to setup a day and time to assess the unit. After looking over the unit and running a few tests, followed by a confirmation check, the technician determined that the compressor is locked up due to wear, and confirmed it by showing that the unit shows a ground when checked with an electrical meter. They placed the claim with Total Home Protection, and it was immediately denied. I was told by a supervisor that they do not cover short to grounds because it is an electrical issue. I informed him that at no time did anyone say there was a short to ground, that was a term created by THP so as not to have to honor the claim. he argued that point. I had the electrician come back to my home and talk with a supervisor to explain the situation, which he did. I was told that a manager would review the recorded conversations and call me back with his findings within 3 hours. He did not. I called back a week later and was told my claim was denied. I was informed to reach out to [email protected]. I received a call today and was told my warranty does not
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/15/2019COMPLAINT 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 2/16/2019. The vendor reported the compressor was shorted to ground on the mini split system. As per the policy this failure and unit is excluded
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.
The consumer contacted us on 2/20/2019 to place an air conditioner claim stating the unit was not cooling properly. We advised the consumer that a proof of repair was needed and were advised this was for the main central air unit. We assigned a vendor who reported that the thermostat failed. The claim was authorized for repair.
The consumer requested to cancel the monthly policy on 3/7/2019 as per the terms and conditions
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
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.
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 waived the $50.00 administrative fee.
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: ***
April 22, 2019
Total Home Protection properly addressed this review 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 mini split system with a shorted to ground compressor was as a result of a non-covered condition. The policy states we do not cover mini split systems.
V. COVERAGE
NOT COVERED: Filters; filter driers; 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; failures due to open windings, line restrictions, filter driers; 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.
You can view the Terms & Conditions at https://www.totalhomeprotection.com/terms
For additional 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:
None of the exclusions that you have listed in your response include the issues with the unit that I have made a claim on. Your company keeps sending the same response, and I keep explaining in detail why the denial is not valid. How many times are we going to go back and forth theough this process. Own up to your responsibility with the contract. It is a legal binding contract.
Regards
I entered into a contract with withy total home warranty for 6 years for which I paid $1750.00.I filed 1 claim for a dryer, a repairman came, looked at the dryer, and determined it was not repairable. Instead of replacing it the company said they would send me a check for 150 dollars. the check never arrived. I called the company to let them know that I was cancelling the contract since I was selling the house. This happened on the 17 month of the 72 month contract. I figured that prorated I should get about 1200 dollars back, but they said I only get 450 back. I don't know if they are using some kind of new math or what but this is not right. I figure they can keep 413.00 dollars for the 17 months plus a 50 dollar admin fee which is stated in my contract and return the rest of my money
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/15/2019COMPLAINT 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.
Please note that the consumer requested to cancel service on 3/7/2019. The consumer purchased the policy on 10/11/2017 with 17 months of coverage. The standard contract monthly fee rate is $52.00. The consumer also had additional optional coverage for a second refrigerator for $2.92 a month making the standard monthly fee rate $54.92. $54.92 x 17 totals $933.64 + $200.00 administrative fees for unexpired term and $200.00 costs incurred by us. A refund of $416.36 is being processed as per the terms and conditions.
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
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.
In an effort to provide good customer service we will waive the administrative fees and process a refund of $616.36
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.
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 have been inundated with calls 3 -4 times a day from different phone numbers and numerous emails. I've requested for them to remove my phone number from their list but calls continues to come in. The emails have slowed down but there are a few make through. I've blocked their numbers and more calls come in from different phone. The caller ID says ALLEN TX () to unavailable because phone is set to block anonymous callers.
The calls are now harassment and very annoying. When a person do not return your calls and block numbers, I would think they stop.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/15/2019
COMPLAINT ID: ***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.Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect which we are not affiliated with, and not Total Home Protection.In an effort to provide good customer service, 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 it removed. We apologize for any inconvenience this may be causing.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 191033/22/2019COMPLAINT ID: ***To Whom It May Concern:Thank you contacting us with the above referenced complaint. In an effort to provide good customer service, 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 to make sure it is removed.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: my phone number was removed previously and found it's way back on their distribution list. Since my complaint, the calls from Total Protection stopped but my phone number will be added. However, I do appreciate them responding to the complaint. There isn't any other recourse to resolve the issue permanently however the complaint can be closed.
Regards
I have been with total home protection for almost a year. I recently in December was trying to get my dishwasher and garbage disposal serviced. They kept giving me numners that I had to get in contact with the company in order to get service. So I called the numbers and sometimes they wouldn't answer or schedule and never show up. This went on for three different times. Finally three months later they sent someone for my dishwasher after I complained about the unprofessionalism of the companies they were referring me too. I payed a 60.00 service for the dishwasher to be service. The technician went on to tell me that they will contact me, to not contact them. Two weeks went by and I heard nothing so I called to cancel my policy. Kevin was who I had spoken with in termination and he said because I am canceling that my dishwasher was unserviceable and they would send me a check for 130.00. He said since I am canceling that I could not get that check that 2as suppose to be sent to me. I then asked to get my money back and he said I had to email [email protected] to get results. I. Emailed the mediation and a lady name Tunishia emailed me back saying it would be 20 calendar days before my account can be reviewed. I emailed her again yesterday, 5 March 2019, and she replied saying that she is on vacation until the 11 March 2019. I replied to her asking if she is the only one in her section that can handle this situation and once again this is unprofessionalism towards me. She did not reply
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/18/2019COMPLAINT 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 on 12/10/2019 for a dishwasher not draining. We assigned a vendor to the claim but was advised by the consumer that the vendor was unresponsive We assigned another vendor and the consumer advised us this vendor was unresponsive as well.
A claim was placed on 12/10/2019 for a garbage disposal, We assigned a vendor and we were advised the vendor was unresponsive. The consumer was advised they could go through reimbursement but the offer was rejected.
The consumer requested to cancel the policy on 2/8/2019. He contacted our Mediation department on 2/15/2019. A team member from that department tried to reach out to the consumer on 2/21/2019 leaving a voicemail. The consumer was refunded the last payment paid of $37.12 on 2/19/2019.
The consumers policy started 8/7/2018 with 6 months of service at $37.12 per month. In an effort to provide good customer service we can refund the 6 months of service of $222.72 within 5-7 days.
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.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com