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I purchased a home warranty in September 21 of 2018, at the cost of $651.75. My first attempt at filing two claims, I was told someone reach out to me within 48 hours. They did, with inaccurate information. And with the second matter, the had no technician available to do that repair. I’ve called multiple times and request a supervisor, whose name was Ashley, whom hung the phone up on me when I told her that I felt the need to contact the Revdex.com. My next phone call to the warranty company I requested Ashley’s supervisor, and I was put on hold for 40 minutes before someone answered the phone. Which had no more information and was no more assistance than the first person. Now, I’ve purchased the home warranty, and the company wants me to pay for the repair and they will reimburse me in a2-3 week time frame. That is not what I purchased and paid for. This feels like a theft by deception, because those fine or unprinted details were not disclosed when I purchased their product.
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.
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 two claims on 3/4/2019. The first claim was for a sprinkler system. The second claim was for a free standing ice maker. As we have diligently tried to locate a local vendor in our system for each claim with availability we have been unable to secure vendors for these claims. The consumer was advised she can go through reimbursement. Reimbursement is where the consumer contacts a local vendor to diagnose the failure. Once the diagnosis is submitted and approved the consumer would receive a reimbursement check once a paid invoice is received. The consumer rejected this offer.
In an effort to provide good customer service, being we are unable to service this consumer, we will offer a full refund of $651.75 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. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have been a client of total home protection since 2017. I recently filed a claim for my built in refrigerator. It was denied due to the coils being dirty, which they were not, and lack of maintanence. the refrigerator was 19 years old, it has been maintain very well. Claim number is ***. It took 2 weeks to get this determination after multiple calls on my part. I sent photos as well.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/14/2019COMPLAINT 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 refrigerator not cooling on 2/17/2019. We assigned a vendor to the claim but were advised they did not work on this type of system. The consumer got a 2nd opinion vendor out to the home. The vendor initially reported that there was a sealed system leak which is a non covered failure then contacted us back to report the compressor failed. Pictures were received that confirmed 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 $100 goodwill which was 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
Complaint: ***
April 19, 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 refrigerator failure of a sealed system leak was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. The consumer did a charge back for the monthly fee which was accepted and the policy cancelled as per the terms & conditions of the policy.
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.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
I have attempted mediation with this company multiple times. It was not a sealed system leak. I have documentation from *** of the issue which was a failure of the condenser. Per the company the condenser was dirty and even though the coils were cleaned per the manufacturer since the condenser was dirty it was not covered. I sent the mediator a copy of the *** care and maintanence page from the original use and care manual. There is NO recommendation for dusting off the condenser, just vacuuming the coils which we did. I also have attempted to cancel this policy as was told by the company that if I cancel they will not mediate with me . This is not right.
I called the company to receive assistance on a closed claim from January 23rd. I was asking the supervisor to give me assistance on understanding what I needed to do to refile this claim because the technician incorrectly diagnosed the problem for my oven. The supervisor was rude snappy and treated me like a complete m
n and then proceeded to hang up on me because I did not understand what I needed to do further. When I asked him for his name and contact number he gave me his 1st name KARON And then I asked for a direct line that I can reach him back and he gave me 4 numbers and when I asked what those 4 numbers were he treated me like a fool like I was supposed to know that that was an extension told me obviously it's an extension. I was then writing down his name and extension and then I asked him for his title and he told me he was a supervisor of customer service while I was writing this down he said he was done with the conversation and hung up on me. All I really wanted was my oven to be fixed without having to pay 2 different service technicians because my oven doesn't work at all and the 1st technician told me that as long as the stove worked the stove top that the warranty company would not pay but the customer service representative the supervisor said something about I have to pay again until I get the diagnosis that I'm looking for. I do not believe that this is correct information and I refuse to continue to pay the $45 service fee thinking someone will give me a different diagnosis and that's not what I'm looking for I'm just looking for an explanation of why the technician verbal I told me that there is one issue with my stove and told the company that there is a different diagnosis to me in my opinion the appliance technician was seeking to receive extra money paid till his company for me to call again for another service and I was trying to have that avoided.
Revdex.com***
3/13/2019COMPLAINT 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 an oven making a loud buzzing noise on 1/23/2019. The vendor reported the unit was buzzing with no mechanical failure. Unfortunately the policy does not cover noise without a related mechanical failure. 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.
The consumer placed another oven claim on 3/6/2019 stating the oven was not turning on. As this is past the 30 day recall period a service charge fee is applied. We are currently waiting for a diagnosis to determine the 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, we can offer a free service charge fee be added to the consumers account for the next claim.
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 ***
Sincerely,Laura D ***Toll Free:
Complaint: *** I am rejecting this response because: My issue was how, as a paying customer to a service, I was treated! I should never pay a company for a service that is rude, disrespectful towards my concerns as a customer and also disregarded when I don't completely understand what I'm being told!
Total Home Protection is a home warranty company. I've been a customer with them since Sept. 2018
On January 10th or somewhere around that date I called total home protection for service on my garage door opener. It wasn't opening. They sent someone out to check it. The repair man said it needed a board and he had to order it or replace the opener. Total Home Protection called me and said the board was out of date and couldn't be ordered so the best they could do for me was pay me a $110 dollars for garage door opener to be replaced. That was on the 21st of January 2019. I was told it could take up to 30 days before I would receive the check. 4 weeks later I called Total Home Protection to check the status of the check. I was told I should have it any day. That was Jan 18th 2019. So today I called once again 2 weeks later on March 4th 2019. And was told there was a problem with there banking and I should have the check within the next 3 weeks. I don't believe them. I pay Total Home Protection every month on the due date. Now I just want what little is mine. They advertise something totally different from what I'm getting. Can you please help me
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/8/2019COMPLAINT 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 garage door opener not responding to the remote on 1/16/2019. The vendor reported the logic board failed and the parts a no longer available. As per the policy we offered the consumer $110.00. 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. A check for $110.00 was sent on 3/8/2019.
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. 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
We have gone through the ringer with this company for the last few months! When we first got the claim opened they emailed me a phone number to a local company. I had a hard time reaching them but were finally able to set an appointment but they never showed up and we weren't able to get in touch with them. So we had our claim reassigned.. TWICE! The last company at least came out and looked at it.. but he took our service fee and NEVER EVEN CONTACTED THE COMPANY! All of this was within the first month of our claim being open. They finally told us to find our own company to work on it and have them to submit everything anand we would be reimbursed. Fine. We finally found a company that wasnt going to overcharge and that we trusted to get everything done. He came out and looked at it and said that our heat exchanger was cracked and the furnace needed to be replaced. He called and spoke with them, told them what was wrong, and even sent pictures. They told him that they would contact me with how to proceed. I wait for a call but got nothing. Keep in mind that we are STILL WITHOUT HEAT with two small children. We've been using space heaters! I finally call them to see where they are at. They tell me "your service provider said your heat exchanger is cracked and we dont cover that." I very politely asked her why (I work in insurance so I get it) and all I'm given is "because that's how it was written". WHY DID THEY TELL US THAT FOREVER AGO! My service provider was not having it, he told us that the heat exchanger is one of the only reasons you would need to replace a furnace. He called up there to try and get some answers and just kept getting transferred. He finally got to a manager or supervisor, he asked them "what do you expect them to do, they have two small kids in the house?!" All this "supervisor" had to say was "well I guess they'll have to fix it." Put us through the ringer for MONTHS for this nonsense. Terrible terrible terrible company!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/4/2019COMPLAINT 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 turning on 10/16/2018. We assigned a vendor but the consumer advised they were not responding. We advised the consumer they could go through reimbursement. Reimbursement is where the consumer contacts their own vendor to go out to diagnose the failure. Once approved, the consumer pays the vendor. Once the paid receipt is received we send the consumer a check. We received a diagnosis from the consumers vendor on 3/1/2018 advising us that the heat exchanger is cracked. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR 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.
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 made a claim 7 months ago , my microwave went out. My contract cost $350. I thought this would be a good test of the system. They sent a tech and he cost $45. Bento that equipment was not worth paying for the repair. Company settled with me for $192. End it would be sent out right away. So I decided to purchase a new microwave and I would apply the settlement money towards the cost of the new unit. After about a month I’ve never received the check which was supposed to be mailed out right away. So I called and I was told it was sent out and I would have to wait 30 days to make sure it wasn’t Cashed. So after 30 days I did call and they said they would issue another check. .This one I want at least two more times still no check. I was told to check with the post office and a dee this one I want at least two more times still no check. I was told to check with the post office and a did but still no sign of the check. this all started in July and it is now March and now they are telling me that they had trouble with the bank and no one has been getting the checks and they want need to wait another 21 days. I even offered to pay for the return receipt charges or certified and they can’t even guarantee that they can do that. They couldn’t even produce the check number that was sent out which I don’t know what I could do with that anyway.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/4/2019COMPLAINT 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 7/30/2018 for a microwave not coming on. The vendor reported the door switch was shorted out and needed to be replaced. Due to the age of the unit we offered the consumer funds in lieu of repair which the consumer accepted.
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.
Check #*** was processed and mailed within 30 days of acceptance on 10/8/2018. The consumer contacted us on 2/12/2019 advising us that they had not received the check. We are processing a new check to the consumer.
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
Had the heater for the house go out wife called that day to put in claim. they next day we got the claim info and was told to call the contractor. Called and He does not have contract to do work with them. Called THP and the gave me a 2nd contractor to call and it was the same story. Called THP again and they gave me a third contractor he said he does not have a contrat with them any more cause they did not pay him well. Three Contractors and you dont know who you work with. talked to a supervisor joe said to call my own guy. Did step by step of what joe asked. That day with the contractor there he talked with the authertion department but they did not put notes in. I even had Hiller email me the stuff THP needed and still have not heard from them. They are trying to ignore me. When Me and MY wife bought they home the waranty came with thats been the worst part is dealing with Total home protection
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/8/2019COMPLAINT 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 Air Conditioner on 1/27/2019 stating the coil is frozen. Unable to get a local vendor with availability we offered the consumer to go through reimbursement. Reimbursement is where the consumer would contact their own vendor to diagnose the unit and once approved would send a reimbursement check upon receipt of the paid invoice.
We have tried reaching out to the consumers vendor to get the diagnosis but have been unable to reach them. We have advised the consumer to have the vendor contact our authorizations team to submit the diagnosis so we can proceed with the claim. If the consumer has an estimate of the failure with parts and pricing they can submit the information to [email protected]
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 switched from a Warranty that was written into the purchase of my house to get better prices. I was sold a Total Home Protection (THP) Home Warranty on 12/27/2018 & was told they would cover any issues. Ceiling fans, washer & dryer, even AC. My A/C went out on 2/22/19. I was relieved I had a home warranty to cover the cost. When I called THP to file the claim on Friday, I was told nothing happens on the weekend & I would have to wait until Monday to get assigned to an contractor. So my family & I dealt with 90 degree Florida heat for the weekend. On Monday morning I awaited an email with the information of my assigned contractor. I called THP & was greeted with "My system is down. Call back in 40 minutes". I waited & called back. I was greeted with "Our systems are down please call back in an hour". Before the gentleman hung up I informed him that my AC is out & I live in FL. I asked what the plan was. He said "the plan is for you to call back in an hour". I pushed back a little so he offered to call me back when the system was back up. I was finally assigned a contractor at 2:42pm. I heard from the contractor at 4:26. I was worried because the reviews for this company were very negative. The contractor agreed to come at 9am 1/26/18. Once he arrived at 9:26am he had me run the air. He opened the inside unit and saw some rust. By 9:50 he had called THP to request a complete replace of the outside & inside units. The claim was denied due to rust. I asked the contractor what my options were. At 10:02 he sent me an email with financing options on $4,785 replacement system and collected his $60 payment. THP informed me that I had no options. I was not treated well by most of the customer service agents. I asked to cancel and was transferred to a department that would not let me cancel.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/1/2019COMPLAINT 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 Air Conditioner not cooling on 2/22/2019. The vendor reported the evaporator coil is rusted and leaking, which caused the compressor to fail. He also advised that the unit lost 80% of its charge. As per the 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, the consumer advised they had a second opinion vendor come out and we are waiitng for the paid receipt for review.
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 technician I got was able to fix my air conditioning. I was sent a tech that tried to charge me $525 for freeon or 4875 for a new inside and outside unit. I also called him back and he said it was not out 80% of the freeon. When I tried to cancel I was told I would be charged $50. No service has been provided and I've paid 2 payments of 39 and $60 to the tech. Plus the $215 to the other AC tech. Based on the lack of service provides, all the the items not made clear during the sale, the low rated hvac tech they sent and the manipulative nature of the retention employees, I believe this is a con to get hard working people's money. I want THP to reimburse me for the AC repair and allow me to cancel for no fee.
Regards
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 air conditioner failure was as a result of a non-covered condition. The consumers second opinion confirms the determination as the unit is leaking freon and freezing up.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we can cancel the policy and waive the administrative fee. For additional assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
I paid extra for coverage on my pump and irrigation system just in case it died on me. And I thought my refrigerator and Micro Wave would be covered, unexpected my refrigerator went out and after two weeks they came back to me and told me they would NOT cover it and I had to spend $1100.00 for a new one and had to buy it on the credit. Now the Pump went out and after I told Total Home protection I was going to report it to Revdex.com they came back and told me their cap was $500. and that was it. In the meantime they kept coming back to me with more lies that they could not cover it, then the Bailey's Pumps and Repair co told me they were VERY disrespectful and told her that she had to put them on her business insurance in order for them to pay her the $500.
My response is that this is a fraud business and needs to be CLOSED
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/1/2019
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 refrigerator that stopped working on 1/2/2019. The vendor reported the main control board failed and the part is no longer available. We advised the consumer the part was no longer available we offered a cash payment in the amount of the average cost between the parts and labor of the covered repair of $239.99 as per the policy. 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.
The consumer placed a claim for the well pump on 2/8/2019 advising there was inadequate water pressure. The vendor reported the well pump failed. Authorization was given for the CAP amount for the repair as per the policy.
VI. OPTIONAL COVERAGE
E. Well Pump
COVERED: All components and parts of well pump utilized as a main source of water to the home, except:
NOT COVERED: Above or underground piping, cable or electrical lines leading to or from the well pump, including those that are located within the well casing; holding or storage tanks; digging; locating pump; pump retrieval; redrilling of wells; well casings; pressure tanks; pressure switches and gauges; check valve; relief valve; drop pipe; piping or electrical lines leading to or connecting pressure tank and main dwelling including wiring from control box to the pump; booster pumps; well pump and all well pump components for geothermal and/or water source heat pumps. 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.
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
Our claim (Service Order # ***) was filed online for a broken microwave. It was a quick and easy process and a technician came out the next day to take a look at the microwave. After paying the $125 deductible, I was informed that mechanical problems with microwaves (broken doors) were not covered by our policy. I was also told by Theresa, Sherry, Lindsay, and Beth in customer support that, had I called in the claim instead of submitting it online, this whole problem would have been avoided because someone would have told me over the phone that broken microwave doors weren't covered.
My complaint is that Total Home Protect's online claim process is disconnected from their traditional phone-in process. If someone had simply looked at what I had submitted online, they could have contacted me to explain that my claim was invalid.
Complaint ***
2/22/2019
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 be advised that we have no record in our system for this consumer being a customer of Total Home Protection. We have checked by name, address, phone number and email and nothing is coming up in our system. The service order number provided confirms this complaint is intended for Total Protect, which we are not affiliated with and not Total Home Protection as that is not one of our claim numbers.
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 purchased a home warranty with the purchase of our new house my first claim was for my range convection fan and heating element not working properly. I just received a call stating they are not going to repair it and are only going to give me 175 dollars for replacement. So on a 7000 range plus the 55 dollar service charge I paid I am only going to get 120 when my contract states a max of 1500 liability. These people are rude and unwilling to make a standard repair
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/4/2019COMPLAINT 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 oven not heating on 1/18/2019. The vendor reported that the convection fan motor and the convection element failed. The vendor advised the parts were no longer available and we offered the consumer $225.00 as per the policy
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.
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 contacted the manufacture of my range and they have the parts available . I also feel that the warranty company does not want to pay for the repair since the parts are expense along with the repair . Again this is a 7500 range and 225 for the repair is ridiculous . I would like my money paid upfront for the home warranty so I can purchase with another company since I now see it will be useless warranty
Regards
COMPLAINT ID: ***
April 19, 2019
Total Home Protection properly addressed this review and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions. In this case the oven failure was as a result of parts that are no longer available.
We sincerely apologize for your negative experience, the consumer can submit the information obtained from the manufacturer regarding parts availability for us to review at mediation@totalhomeprotection. For additional assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
I called the company about my heating and air unit. They sent a contractor out that was a $60 fee which I had no problem with. The contractor said that a leak test is required that was $450 so they said that they don't cover that. I paid the $450. then the contractor called them and told them that the valves needed to be replaced. Of course they don't cover that either. So I paid another $1005.00 So when I called to cancel their service they tried to offer me a free month. When I told them the cost of the repair they said I should call different contractors because that seems a little high. But that's their contractor that they sent out.My policy started November 2018 and I still have not received anything from them regarding a contract. They are now wanting me to pay them $100 to cancel. I spoke with someone name Cherish that refused to give me a last name or would not put a supervisor on the phone. Stated that she only answers to the owner of the company and that the owners don't speak to customers when I asked for the owner.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/25/2019COMPLAINT 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 1/28/2019 for a Air Conditioner not coming on. The consumer advised the last time working was 12/28/2018 and was serviced 6 years ago. The vendor reported the unit was low on freon and a leak test would need to be performed to determine where the leak was coming from. A leak test was performed which is not covered as per the policy and it was found to be leaking at the service valves. Our authorizations team determined had the unit been inspected and maintained routinely it would have been detected before the failure occurred which is an indication of complete lack of maintenance. 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 a free month of service which the consumer rejected. The consumer is a monthly customer and if they would like to cancel the policy we can cancel the policy and waive the administrative fees.
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 took out this insurance 11/2018 the company has not sent me anything in writing concerning the contract. I stated that to them the day that I requested that it be cancelled. this is the first time that I am seeing a portion of their contract.
Regards
We called about the A/C wasn't cooling properly so they sent their service tech. The technician misdiagnosed the problem and the claim was denied. The same technician returned after we spoke to him and he confirmed he misdiagnosed the problem. However, Total Home Protection refused to review his updated diagnosis and would not cover the repair. We hired a second technician to diagnose the problem. The primary issue was a bad fan motor in the A/C system which is covered under the warranty. We end up paying $795 out of pocket and the $45 service call. We didn't see a need for their warranty service if we need to pay everything out of pocket. We called multiple times to cancel the policy for a full $600 refund but they refused. Rather than covering the warranty claim, they kept trying to bargain different amounts of goodwill. They emailed us a Goodwill Release Claim form to sign that basically said if they pay us $300, we will remove, delete and erase any and all negative reviews posted online including but not limited to social media, review websites, Revdex.com. Also we will need to agree to close out any and all consumer complaints as resolved and/ or satisfactory. We refused to sign and called to cancel the policy to get a full refund. The manager, Angel S, then accused me for blackmailing when I told him I will file a complaint with Revdex.com. This is the worst customer service we ever dealt with.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/25/2019COMPLAINT 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 8/27/2018. The vendor reported the compressor had high amp and the run cap needed to be replaced. 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 8/22/2018. Being the unit had multiple component failues within 5 days of the policy it was determined the unit did not enter the policy in proper working condition. As per the policy we do not cover any known or unknown pre existing conditions. We advised the consumer of the failure and we were advised it was a misdiagnosis and the issue was with the fan motor. We advised the consumer they were able to get a 2nd opinion and submit the diagnosis to us for review.
In an effort to assist the consumer with this non covered failure we offered $100.00 goodwill which was rejected. We then offered $150.00 goodwill which was also rejected.
The consumer submitted a 2nd opinion diagnosis stating the condenser fan motor was defective and the capacitor failed. The unit was 3lbs low on freon. Our authorization team determined these failures could not have happened within the time frame of the effective date and still falls under pre exising as the unit did not enter the policy in proper working order .
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.
If the consumer would like to cancel the policy we can cancel the policy as per the terms & 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.
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
No. Is this a check in the mail?
COMPLAINT ID: ***
April 19, 2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The consumer placed a claim for pool on 3/11/2019 which was approved for reimbursement of $500.00.
If the consumer would still like to cancel, we can cancel the policy as per the terms & conditions of the policy.
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.For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Called in a service Call with Total Home Protection and the first company didn't contact me within the contract agreement timeframe. So I asked for another company to be dispatched, Total Home Protection had a hard time finding another company. But they finally dispatched ***, they were sent out to diagnose the issues and repair at that time I paid my service fee. Total Home Protection had a hard time finding another company. I didn't hear from the repair technician for days. I called him and he stated that choice home warranty would not pay him what he is charging them to do the repair so I was charged and with no repair performed. I decided to cancel service because there was no resolution to the situation.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/25/2019COMPLAINT 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 washer on 7/6/2018 stating the unit was not cycling properly. We assigned a vendor the same day but received a call from the consumer stating that he did not want to work with this vendor because the vendor scheduled him via email and the consumer had not agreed on the time and date. We assigned another vendor to the claim and the diagnosis was submitted. While going over pricing with the vendor the consumer requested to cancel.
The policy was cancelled under the terms & conditions. We waived the $50.00 administrative fee as a courtesy for the $45.00 service charge fee the consumer paid so no refund was due.
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.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
3/4/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. The vendor submitted the diagnosis on 7/18/2018 but additional information was needed, including pricing. The consumer requested to cancel less than 24 hours later on 7/19/2018. We sincerely apologize for your negative experience, in an effort to provide good customer service we can authorize 1 month refund of $32.75. 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:
The contractor you dispatched come out the """"JULY 10TH""". I have a receipt. I canceled the contract after waiting 9 days for someone to get back out to my house and fix the appliance. 9 days is ample time to come to an agreement on price between you and the contractor. I will reiterate you need to have all the negotiated rates established with your contractors before dispatching them. I had to call the contractor to find out you were not agreeing with his rates. If this was a fridge with food in it, this would have been a bigger issue. I would like the full amount refunded for the wasted time and money. My time is valuable also keep that in mind, I had to take the day off from work for this.
Regards
file a claim with Total Home Protection for my heating system, paid them a 45.00 service charge and their contractor came out did nothing,flipped a switch, said the system was working and left. called them back again the next day because the heater went off again, no answer, or call backs. , in 20 degree weather, they finally came out 7 days later, denied my claim, stating that I had a system under warranty, they said I had a *** system, and I have a *** system, when I gave them the correct system information, they denied the claim stating that the system was dirty, which again was not true, we have this system cleaned once a year, and have a UV light in it for dirt, mold, etc. The lied, refused to listen, and never follow up on calls or appointments. I want all of my money refunded, including the service charge for someone else to come out, also the price of the handler motor, and all of the money that I have paid this company so far, after my complaint, they took out another monthly payment of $58.00.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/26/2019COMPLAINT 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 having inadequate heating on 1/21/2019. The vendor reported that the blower motor was pulling high amps and tripping the breaker. Authorizations determined the failure was due to proper routine maintenance. 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 assist the consumer we offered $75.00 goodwill which the consumer rejected. The consumer sent in a maintenance record but it was from 2016 which confirmed the determination. We offered the consumer $100.00 goodwill which was also rejected.
The consumer requested to cancel their monthly policy 2/25/2019, we waived the $50.00 administrative fee 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 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
We purchased a home with a home warranty from this company. We got the keys and we had an issue with the furnace. We called this company and they did not honor the insurance at all stating that the insurance was not valid until 30 days AFTER we move in to the property... something absolutely absurd and crooked. We know about home warranties that are sold for this kind of issues and in their policy there is no where to be found that clause that was invented by the person answering the phone who is a rude criminal.. he even threatened me and insulted me.. this is not a company this is a joint of criminals that should not be doing business.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/25/2019COMPLAINT 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 called in to place a claim for the heating system on 2/12/2019. The policy was initiated by escrow on 2/4/2019 and does not become an active policy until a check is received from the title company. We received the funds on 2/11/2019 and the policy becomes effective 30 days after as per the policy.
II. TERMCoverage starts 30 days after acceptance of application by us and receipt of applicable Agreement fees and continues for 365 days from that date. We reserve the right to waive the 30-day grace period so long as you provide proof or prior coverage, showing no lapse of coverage, from another home service provider. Waiving of the 30-day waiting period is at the sole discretion of us.
This failure is pre existing to the policy and proof of repair will be required going forward.
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
This company total home protection, refuse me from my service, I purchase home warranty for my home, Eg refrigerator, microwave, dishwasher, heater etc. two week ago my refrigerator broke and I call them, they sent some company to come fix my fridge the technician came here and told me that my defrost heater, that he's returning with the parts later he called my total home protection he told them that my main board was bad, total home refuse calling me when I call them asking the state of my claim they told me that I have to pay $300 to fix my fridge, that they wont cover my main board, I ask for a supervisor they wont let me talk to a supervisor, I went to a local parts store got me a defrost heater and a temp sensor my fridge work very fine, please dont use this company total home protection they are fake, I have called them they hangup on me.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/25/2019COMPLAINT 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 refrigerator, stating the freezer was not freezing on 2/4/2019. The vendor reported that the defrost heater failed, the control board failed and the dispenser display shorted out. We advised the consumer that the defrost heater failed which would be covered, shorting out the control board which is secondary damage and not covered under the warranty. The policy does not cover the ice dispenser at all. Please see policy below
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.
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 $50.00 goodwill towards the non covered failure which the consumer 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
Worst than terrible! Nothing but aggravation and frustration. If they did not exist, at least prospective customers could get real insurance at another company. Their model is to deny claims, notwithstanding the clear language of the Insurance Policy and they base the denial on their "policy"- apparently their "policy" trumps the Insurance Policy. When they cannot avoid paying (e.g. -they cannot find any basis for denial)- they will pay only a fraction of the legitimate costs.
The business practices of this company make it unsustainable - which make me wonder what is the real purpose of this company. Obviously, I did not renew my policy upon expiration.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review 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 water heater leaking on 11/19/2018. The consumer was advised that per the policy if the tank was leaking, that this was a non covered failure. The consumer had a vendor come out to diagnose the failure who reported that the unit was being replaced as it was leaking from the tank. He also advised that the re circulation pump needed to be replaced due to age. As the policy covers mechanical component failures of appliances, the failure with the tank leaking is a non covered failure as per the policy.. We will reimburse the consumer for the replacement of the circulation pump of $350.00- $45.00 service charge fee for a total of $305.00.
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.
This company is failing their policy by not fixing my furnace. They have claimed that nothing has been properly been maintained all by a single photo they looked at even though my furnace has been maintained by licensed HVAC. The unit itself is 25 years old and has surpassed its life expectancy and the licensed HVAC even said it is impressive as some parts only carry a 10 year life. Now this home warranty company is denying coverage all because of a picture that they think is not properly maintained. Now me and my family have no heat in the dead of winter in Minnesota where it gets subzero temps.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/22/2019COMPLAINT 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 placed a claim for a heating system not working properly on 2/11/2019. The vendor reported that the inducer motor failed and there was a crack in the middle of the heat exchanger causing the limits to trip. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR 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 advised us that they will be obtaining a second opinion which we are still waiting for the diagnosis from their vendor.
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
TOTAL HOME PROTECTION STATES IN THEIR POLICY BOOKLET THAT I AM ENTITLED TO A PRO RATA REFUND IF POLICY IS CANCELLED. WHEN I CALLED TO CANCEL TODAY THEIR REP STATED THAT ONLY APPLIES TO ANNUAL CUSTOMERS (I AM MONTH TO MONTH). HOWEVER, THEIR POLICY DOESN'T STATE ANYTHING OF THE SUCH. WHEN I ASKED HIM TO TELL ME WHERE IT STATES SO IN THEIR POLICY, HE SAID THEY DON'T HAVE TO AND HE IS LETTING ME KNOW NOW. THE LAST PAYMENT DEDUCTED FROM MY ACCOUNT FOR SERVICES WAS 1/18/19. TODAY IS 1/11/19 THEREFORE A PRO RATED REFUND WOULD BE DUE TO ME. I SAID THIS TO HIM BUT HIS REPLY WAS: HOW MUCH IS THAT? ABOUT $2? THE ISSUE ISN'T ABOUT THE MONEY, BUT INSTEAD ONE OF FRAUD. I SEE THERE HAVE BEEN OTHER ISSUES REGARDING THIS COMPANY. THIS COMPANY WILL CONTINUE TO TAKE ADVANTAGE OF PEOPLE AND CONDUCT THEMSELVES IN A FRAUDULENT MANNER IF THEY ARE NOT MADE TO CLOSE PERMANATELY.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/20/2019COMPLAINT 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 2/11/2019. The applicable refund of $7.35 has been processed to the consumers account.
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