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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Total Home Protection denied our claim when the central air conditioning compressor went out and would no longer cool the house or work. They claimed that they denied the claim because of a maintenance issue which is totally false. We had a well known, respectable, licensed AC & Heating contractor inspect the unit just three and one half or so months ago, and he said that everything was in good operating order and it needed no maintenance except one capacitor needed to be replaced which was replaced by him. Total Home Protection (Home Warranty company) claimed that the coils needed to be cleaned and serviced and that a build-up of tree leaves caused damage to the compressor. Not true. All houses in neighborhoods with trees have leaves drop in winter and some occasionally drop in and around exterior AC units. This has never been a problem before with any of my houses in 25 past years. This house was also inspected recently by a licensed home inspector who verified that the AC unit was operating as usual and needed no maintenance.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/12/2019COMPLAINT 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 2/6/2019. The vendor reported that the unit is leaking within the system, the compressor is not pumping to specs and the coils are partially clogged and provided pictures. Our Authorizations team determined this failure is caused by lack of proper routine maintenance and failures due to lack of maintenance are not covered as per the policy
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; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer advised that he is getting a 2nd opinion and we are currently waiting for that diagnosis.
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 properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The pictures we received confirm the lack of proper maintenance as the unit is unable to get proper air flow which caused the compressor to short to ground. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service, we will authorize $100.00 goodwill to assist with this failure. If the consumer would like to provide maintenance records which confirm maintenance was performed for our review, please send to [email protected] 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: I put a claim in for my heating unit. Very patient and didn’t fuss about the slow contractors. Three weeks went by, still not fixed. They reassigned my claim to another contractor after the first one didn't show up. 2nd contractor assigned, he would not come out and will not do business with them because they haven’t paid him for prior tickets. Finally, had to get my own person, as he was out we (both me and the contractor) spoke with the supervisor at Total Home Protection numerous times. Got another contractor at my expense and he and the first one both verified that I had a valid claim and nothing we did abused or neglected the unit in writing. This is totally unexceptional... 3 weeks of waiting and they say they didn't receive reports and pictures from both reputable contractors, but they did three times. Without heat and they won’t honor their contract, and they aren’t paying their contractors!!! Bad business and I’m reporting this to the Better Business, social media and to whoever will listen!!! Wrong is wrong!!! They should be ashamed. False advertising. Scammers that should not be allowed to take people's money and deny valid, real claims! The pictures Total Home Protection sent are not of my daughter's air conditioning conderser unit, but pictures of who knows, but are not pictures of her unit. At my expense I had another licensed, well known and respected AC & Heating contractor inspect the unit and was told by him that Total Home Protection was a scam and this repair should have been covered with no dobut whatsoever. He said that this unit was in pristine condition compared to other units that had been replaced by other home warranty companies that he had replaced in the past. He also verified that he had numerous customers with legitimate claims that were denied by Total Home Protection, and that any warranty company that turned down our claim should be ashamed of themselves, because the only thing that caused a short to ground was when the compressor wiring inside the compresser broke it caused the wiring to touch the exterior walls inside the compressoer which causes a short to ground as any experienced AC man will verify. Attached are pictures of my daughters exterior condenser unit which clearly shows that it was maintained properly and routinely. Total Home Protection even received pictures from two contractors who both verified that the coils were perfectly clean and the unit failed because of no fault of the policy holder. They are a scam company which not be allowed to do business and not pay legitimate claims. An AC contractor told me personally that he will not work for them anymore, because they have denied so many legitimate claims from his customers who should have been paid or had their repairs fixed.
Regards
I contacted total home protection on December 21, 2018 about my garage door opener. They assigned me a technician, whom I contacted, and they came out. He stated that I need a new opener and would put it in the system. Well I am not sure what happened with that technician but I ended up getting assigned another technician, that I have never met but only spoke to over the phone and via text. He informed me that I would not be getting the same unit that I lost but another one. He stated that I had to pay an additional $100 for me to get what I currently have. I contacted Total Home Protection outraged because I am not receiving what I have lost. I finally agree to let them install the cheap version what I had, schedule an install with the technician and he doesn't show. He doesn't call. It is now February 9, 2019 (almost 2 months later and still no opener). In the midst of all of this, I have been paying my monthly premium on-time. So they have been getting their money, but I have not been getting my service.
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 garage door opener not responding to the remote on 12/21/2018. We assigned a vendor the same day and received the diagnosis also on the same day which we approved. The consumer contacted us on 1/4/2019 advising us that the unit had not been repaired and we were advised that the vendor was waiting on parts. The vendor contacted us on 1/14/2019 advising he needed the claim to be reassigned due to a family emergency. We reassigned the claim to a new vendor the same day. The consumer contacted us on 2/4/2019 advising the opener was not fixed, we contacted the vendor who advised the consumer had limited availability. We were advised the vendor was coming out on 2/13/2019 to make the repairs. We tried to reach the consumer on 2/19/2019 to confirm the repair had been completed, left a voicemail but have not heard back from 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.
In an effort to provide good customer service due to the time frame of this claim we offered the consumer to waive 1 month of service for March and billing will resume in April.
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
My dishwasher malfunctioned. Total Home Protection was "unable" to find an appliance technician in my area so I easily found a reputable one myself. The technician called THP's technician hotline ("Authorizations") and explained the problem (heating element overheated and melted through the tub. THP Authorizations determined it was not a "normal" failure, therefore would not be covered. However, a supervisor confirmed that THP does not even have a list of what's "normal," thereby allowing them to just claim everything as "abnormal." I asked to speak with Authorizations and he told me they will not talk to clients, only contractors. THP said they would send me $100 as "good will," but would not cover my appliance. Any money they send is intentionally not sent out for 30 days. Who knows why.
When my contractor called THP, he was told THP would send him money directly to reimburse the service fee. When I called, THP told me they would send me money to give to my contractor. When I called a second time, a "supervisor" said there was no record of anyone agreeing to pay anyone for the service fee. That was a fight, where I was put on hold for 10 minutes so he could "review notes" and magically he found something and agreed to send me the money for my contractor. The service charge was $74.90, but the supervisor said he'd send $70 because that's what the invoice said. I corrected him and told him I highly doubt the contractor sent two differnet invoices amounts to us, and he replied "If you're going to make a big stink over $4.90, we'll just give it to you." Probably one of the more immature and unprofessional responses I've ever gotten from a supervisor. The supervisor confirmed the scam nature of the company when he said that, since the amount is clearly stated in black and white on the contractor's invoice.
Further, my ePolicy they emailed me last year is suddenly no longer available. I get an error message.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/19/2019COMPLAINT 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 12/12/2018 for a dishwasher not coming on and leaking water. As we were unable to locate a vendor with availability the consumer went through the reimbursement process. Reimbursement is where the consumer gets their own vendor out to the home to diagnose the issue. Once approved, we reimburse the consumer. The vendor reported that heating element burned a hole in the bottom of the unit clear through the tub. As per the policy this failure is not a normal wear and tear mechanical failure and is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. 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:
A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and
C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.
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 goodwill of $100.00 for this non covered failure, which was accepted. The consumer contacted us back to advise the vendor charged her a service charge fee of $74.90 - $45.00 which the consumer is to pay, so an additional $29.90 will be included totaling $129.90.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I contacted Total Home Protection on Saturday February 2, 2019 about a leaky toilet in my basement. I was assigned to *** Service LLC on February 4, 2019. I contacted *** the same day to explain my issue and made an appointment for Saturday February 9, 2019. *** told me to text my information because he didn’t receive the information from Total Home. I called *** on Wednesday February 6, 2019 to confirm the appointment and he said because he didn’t receive authorization he asked it be assigned to another technician. I contacted Total Home to get another tech assigned and the representative told me I would have to start over again. This is my first claim with Total Home and I felt that my claim should be assigned immediately. The is unacceptable business practices.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/19/2019COMPLAINT 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 plumbing stating the toilet was leaking water on not cooling on 2/2/2019. A vendor was assigned on 2/4/2019 but we heard back from the consumer on 2/6/2019 at 5:42 pm that we needed to assign a new vendor. A new vendor was assigned on 2/7/2019 at 9:46 am. Please see the referenced section of the policy below;
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.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.
Unfortunately the 2nd vendor assigned advised the consumer he did not service the area.
In an effort to provide good customer service we offered the consumer $200.00 goodwill which was accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I wish to withdraw my complaint number ***@.comSent from my
On 3/29/18 I talked to a sales representative from Total Home Protection. I specifically asked if they covered the replacement of a furnace. The individual stated that they did. So at that time I agreed to take out a policy. During this past year, I had called several times to get a copy of my policy and still to this date, have not received.
Then in the beginning of May, our garbage disposal started to leak and I called to have it repaired. The repair person came out and looked at it and reported back to Total Home Protection that a replacement was needed. Total Home Protection denied the claim. Then in September, our Air Conditioner stopped working. It was a Saturday and a very hot day. The claim agent told me it would not be sent out to a repair individual until Monday because it was a weekend. So, I had to call myself to get it repaired that day because of how hot it was. Total cost was $290.00 and I was reimbursed only $105. Then the biggest issue came on Monday, Feb. 11th, 2019. On Jan. 31st, I called Total Home to file a claim on my furnace. The repair person came out on Friday, 2/1/19 and looked at our furnace. He stated that the heat exchange was totally rusted out and the whole furnace would have to be replaced. Then on Monday, 2/4/19, *** from *** (Local Company that the repair person came from) called to state that Total Home had denied the claim. She stated that this was very strange as most companies cover the heat exchange and the fact that our furnace was 44 years old.
I began calling Total Home on 2/4/19 to discuss what my claim had been denied. I called at 11:40am and was on hold for 22:37 minutes before the phone was answered. Then was transferred to Susie and was on hold for another 7 minutes. Susie was unable to answer my question and told me that her supervisor *** would be calling me back. That never happened!
1:03pm – 2/4/19 – Kalon the Customer Service Supervisor called and stated that the Heat Exchanger was out and my unit was Red Tagged. He told me that my policy did not cover the Heat Exchanger. I than asked to file a complaint and he told me that I could not as my policy did not cover it and more or less, there is nothing you can do. He transferred me to the department to cancel my policy and I pushed “9” as directed to be put in a queue to have a call back. That never happened!
5:00pm – 2/4/19 – TC to Jason in the cancellation department and he was not able to help and told me that someone from Leadership Team would be calling me in 24 to 48 hrs. That never happened!
2/6/19 – Someone from *** came out to give us a quote on a new Furnace and it was $4303.00 that we will have to figure out how to pay.
2/7/19 TC at 9:35am to Total Home to cancel my policy and talked to Ron and he transferred me to Marvin Gold who told me that there was not a Home Warranty Company out there that will cover the Heat Exchanger. Well I told him that he was incorrect and that American Home Shield does cover it. He continued to explain that the reason they do not cover it is because, furnaces come with a life time warranty on the heat exchangers but the catch is that it is for the original owner. He tried hard to make me stay and offered me and month free. What good are they? I want my furnace paid for!!! $4303 !!!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/19/2019COMPLAINT 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 1/31/2019 for a heating system not coming on. The vendor reported that the unit has a rusted cracked heat exchanger. As per the policy this failure is 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); heat exchangers; 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; 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 requested to cancel as per the terms & conditions of the policy. We offered 1 month of service waived but the consumer rejected and the policy was cancelled on 2/7/2019.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I was solicited via phone for this total home protection plan. I was told the Platinum plan was the plan of plans and leaves no appliance uncovered. After spending quite a while on the phone I caved and bought the policy.
A few months later I called about a dishwasher that would only run half a cycle. I spoke to THP and was told "they dont have any available technicians so I should hire a contractor, pay them myself then send in the claim and if it was covered they would reimburse me. It has not been repaired because THP says that because it is the door/internal lock mechanism it's not covered! Fast forward to now with my refrigerator that leaks all over the floor because of an issue with the icemaker which is built into the refrigerator part. This too is not covered apparently.
After this I asked for a refund of the policy since clearly nothing is actually covered and was told that isn't going to happen. I cancelled the policy not so politely gave them my thoughts on the company and hung up. This is a scam as they dont honor any claims.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 dishwasher on 6/14/2018 stating the unit was not completing the cycle. Unable to get a vendor with availability we offered the consumer to go through reimbursement, where the consumer would contact their own vendor to diagnose the unit and once approved we would send a reimbursement check upon receipt of the invoice. We never received an invoice. The consumer advised us on 2/6/2019 that it was an issue with the door, as the policy covers mechanical failures, the consumer was advised the door is not covered as per the policy.
L. Dishwasher
COVERED: All mechanical components and parts, except:
NOT COVERED: Doors; door seals; hinges; handles; glass; knobs; racks, trays, and baskets; rollers; damage caused by broken glass; noise without a related mechanical failure; maintenance and cleaning; commercial units; portable units.
The consumer contacted us on 2/6/2019 to submit an ice maker claim. The consumer was advised that ice maker coverage is an optional coverage which the consumer did not have. We offered to add the coverage, but there would be a 30 day waiting period and the failure at this time would not be covered.
The consumer was dissatisfied with the terms of service and requested to cancel coverage. As per the policy a $50.00 cancellation fee is normally charged, which was waived as a courtesy.
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
This companies promises are false. They do not fulfill any of their so called described recordings or sales person points. We have requested 3 claims all were denied. Verbiage is very critical - Be careful of your words they will twist your words and their 1st MO is to DENY DENY DENY, sound familiar " Hey Rainmaker" WE have had very few polite customer service reps and Supervisors. They refused our repairs they refused even to send any technicians to our hoe for diagnosis. After we hired our own tech and we 3 way called the auth dept they twisted the words of the Tech and again DENY DENY DENY, most ridiculous non service and I am so sad we agreed to sign on with this company and all their false promises! DO NOT, if you want service or Repairs DO NOT go with this company ! We have contacted our Attorney. They have other Revdex.com reviews showing other similar issues and complaints including operating without a license, When we signed up before any of those reviews were present.
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.
The consumer placed a claim for a Air Conditioner not cooling on 5/14/2018. A vendor was assigned the same day. The consumer contacted us on 5/29/2018 stating she did not hear from the vendor and fixed the issue. Customer was advised that they should have contacted us back within a few days of not hearing from the vendor. We advised the consumer to send in the receipt to review to see if we could assist. We never received the paid invoice.
On 12/16/2018 the consumer contacted us stating the microwave door latch would not work. The consumer was advised we cover mechanical failures and the door was not covered.
On 12/17/2018 the consumer contacted us again stating the microwave would not turn on, and was advised that proof of repair for the prior failure was needed in order to proceed with a claim.
On 2/3/2019 the consumer placed a claim for the pool stating the motor mount was broken. We assigned a vendor who reported the motor mount plate was cracked and the motor failed. Our authorizations team determined the motor failed due to cracked motor mount and is a non covered failure.
A. Pool/Spa Equipment
Note: Shared equipment is covered. If equipment is not shared, then only one or the other is covered unless an additional fee is paid.
COVERED: Above ground components and parts of the pumping, and filtration system including pool sweep motor and pump; pump motor; blower motor and timer; filter; filter timer; gaskets; timer; valves, limited to back flush, actuator, check, and 2 and 3-way valves; relays and switches; above ground plumbing pipes and wiring, except:
NOT COVERED: Portable or above ground spas; access to pool and spa equipment; lights; liners and tile; jets; ornamental fountains, waterfalls and their pumping systems; auxiliary pumps; pool cover and related equipment; fill line and fill valves; built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers; fuel storage tanks; disposable filtration mediums; heat pump; heaters; control panels; control boards; multi-media centers; dehumidifiers; salt water generators and components; salt water systems; cracked or corroded filter casings; grids; cartridges; maintenance; structural defects; solar equipment and components. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
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 $100.00 goodwill towards this non covered failure, which was rejected. We then offered $200.00 goodwill which was also rejected.
The consumer paid $740.00 for this policy, if they would like to cancel as per the terms and conditions, they may contact us at .
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
[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:they never sent anyone out to access pool damage
we hired our own after they refused. The repair tech deemed the mounter mount crack was due to the pool pump malfunctioning and not the other way around , we had mutiple conversations with them and. 3 wat call w the repair tech and the the company and that is not what was said we needed up paying $1100.00 in pool repairs due to their decline to even send someone out to access and due to their overall decline of payment, we have not been offered reimbursement of the repair or the policy to cancel. The so called 100-200 dollar offer they provided was not going to aide in any way , we paid for a home warranty policy for repairs not to be paid a sorry fee when we need to use it. There are mutiple complaints against this company for this reason.
The microwave they out right refused to send to send a tech to us even after I called back in and explained the door latch was fixed. There was no offer of reimbursement or anything on that either. They said over and over again that the door latch was not covered, we got the door latch fixed and microwave was still malfunctioning and a supervisor refused to submit my claim a 2nd time..
the AC repair I called in more than once to explain that we had not received a call back they re assigned it and in texas in mid summer we cannot go without ac so yes we fixed it and paid a repair tech ourselves !! As you can see we had already waited over a week!!!
I would like all our charges to be cocosedr for coevrage and considered for reimbursements or a full refund on our policy since we have never been able to use it!!
Regards
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 for the pool failure. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service the offer of $200.00 goodwill is still in effect. If the consumer would still like to cancel the policy they may reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
I was contacted by Total Home Protection... by phone.... several calls.... I finally decided to purchase their Best Home Warranty Plan 5/2/2018... This Jan. ( 1/19/2019) my refrigerator was not cooling... I called them and they sent out a repair company... ***. ph # .. the tech said the defrost unit was not working and had to be replaced.. The total cost was $465.22 they said I had to pay the $45. deductible and Total Home Protection would pay the rest.... TOTAL HOME PROTECTION is refusing to pay for the repair.... and is offering what they call a "buy out" of $250... The refrigerator is only 41/2 years old stainless steel "counter depth" with many xtra's and cost around $2000.00 new.... I filed a complaint with "THEIR" mediation department and got a call from them saying they WOULD pay for the repairs.... NOW, today they called again... ( Tunishia W) and ARE REFUSING TO PAY FOR THE REPAIR.... I had to have the company that they sent out.... ( *** ) go ahead and fix the refrigerator and pay for it myself.... I sent the paid invoice to T.H.P. ( after they requested it and said they would reimburse... and NOW they are saying they will not..... I want paid for the repairs....
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a refrigerator not cooling on 1/3/2019. The vendor reported that the heater, module, thermistor, fan and motor had failed. Our Authorizations team determined the unit was not worth the repair and offered the consumer funds as per the policy. The consumer advised she wanted the unit repaired and in an effort to provide good customer service we authorized the repair. The consumer was refunded, the check was mailed 2/8/2019.
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 - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I purchased a home warranty because this is my first home and wanted to make sure everything was covered. October 10th, I set up my monthly payments to Total Home Protection for $39.50. My oven broke around Christmas time and I placed a claim the beginning of January. An entire month goes by of constantly calling Total Home Protection and the repair tech that is supposedly coming to fix my oven. Finally, when someone comes out, they tell me the part needed to fix the oven no longer exists. I get a call from Total Home Protection that they will be sending a check of $150. No oven cost $150 and the repair tech told me I cannot get my oven fixed for that amount either. After calling Total Home Protection back and reading back to them the Service Agreement, Ashley a supervisor hung up on me. I have been paying $39.50 since October, my service fee is $60, and they want to give me $150. If you add up what I’ve paid it’s $257.50. That is a decent amount more than the $150 they want to give me for parts and labor to repair my oven by myself. Here are some sections from service agreement. “You’re in good hands! When the service contractor arrives at you home, you pay a small Service Call Fee. You’re covered item will be repaired or replaced as specified in your Service Agreement.” “I. Basis For Coverage – During the term of Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure cause by normal wear and tear.” “General Limitations of Liability VII. If parts are no longer available, we will offer cash payment in the amount of the average cost between parts and labor of the covered repair.” I do not know what service they provide if they do not “repair or replace items covered in your Service Agreement.” I do not understand what a home warranty does if they will not provide me with a repair or a replacement of my oven.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a oven not heating on 1/7/2019. The vendor reported that the temperature sensor that feeds the control board failed and the part is no longer available. As per the policy we offered the consumer funds in the amount of the cost between parts and labor
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
Hi ***I wanted to reach out to you because you were the last Revdex.com agent to respond to my complaint. Since my complaint has closed on 2/25/19 the home warranty company I filed the complaint against was suppose to provide me with a claim check within 4-6 weeks. It is well over the amount of time they described and I have yet to receive the check. Earlier today I called and asked about this so called check they were going to provide me with. They said they cancelled the check due to me cancelling my account. I never cancelled my account but did get a new debit card. I am confused as to why an approved claim check was cancelled. If I went through the entire process of having a repair tech coming to my house, paying the tech, the tech verifying the oven is unfixable, and then the company agreeing to provide a claim check why did they cancel it last second? Like I stated in my original complaint I paid well over what they are going to give me for the oven and they wanted me to continue to pay while I waited for the check? It seems counterintuitive and like they would keep making money off of me while I waited for this small amount back from them. Is there anything else I can do? Or am I just out more money from this "company" that just keeps taking money and providing no service.Please let me know.Thank you
Complaint ID: ***
April 1, 2019
Total Home Protection properly addressed this complaint and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions
We sincerely apologize for your negative experience, a check was submitted to be processed but the consumer was in a past due status. No checks will process while in a past due status. The consumer then did a charge back which automatically cancels the consumers account. Once an account is cancelled no checks will process.
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.
For additional assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
" Total Home Protection " denied three (3) separate claim coverage requests for home repairs, each time citing their contract and why these requests were denied... This 3rd and last request was again denied while I read to the representative from the company's contract that my repair request was in fact " Covered "..... She offered to send out a technician but made sure I understood that the $60.00 service fee would be due regardless of my request being deemed covered or not... I asked to Cancel my service and was placed on hold..... This company is a fraud and a scam... I can't imagine what they will ever cover under their policy... I would like to request that this report go on file against this company and my fess paid to them in the last 7 months at $39.00 a month ( for a total of $273.00 ) be immediately refunded in full for failure to provide any acceptable level of service. I actually went ahead and changed the credit card numbers on the payment methods I had submitted to them because I'm sure they would continue to charge me monthly for their " Non - Service " far in to the future.... I appreciate your assistance with this matter.... Please contact me with any questions....
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.
The consumer placed a claim for a refrigerator not cooling and the ice maker stopped working on 7/29/2018. The vendor reported that the failure was just with the ice maker. Ice maker coverage is an optional coverage which the consumer did not have.
VI. OPTIONAL COVERAGE
K. Refrigerator Ice Maker
COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:
NOT COVERED: Free standing ice makers; Freon; disposal and recapture of Freon; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 per contract term for access, diagnosis, repair and/or replacement.
On 12/21/2018 a claim was placed for the water heater not turning on. The vendor reported that the tank was leaking internally. The policy covers mechanical failures and the tank leaking was a non covered failure.
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.
On 1/23/2019 the consumer submitted a plumbing claim stating the water in the shower was only partially diverting to the shower head. We advised the consumer the failure sounds like it was with the diverter angle stop which is a non covered failure. We also advised if the issue was with the faucet/fixture it would not be covered. In an effort to provide good customer service we advised the consumer of the non covered failure but would send a vendor but the service charge fee would be due to the vendor. The consumer requested to cancel the policy which was cancelled on 2/8/2019.
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. 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.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have a home warranty plan through Total Home Protection. They are unable to fulfill their obligations and find contractors to complete repairs or even do inspections. That is the service I am paying for, yet I have not received any service.
I reported a plumbing issue on 1/22/19. I still haven't had a plumber come out. They keep assigning me plumbers who refuse to show up. Then they try to tell me to hire one and get reimbursed but I PAY for their network to keep costs low. It is their job to have a network of providers which they do not.
1. The first one said he did not accept the job and he was busy for 2 weeks.
2. The second one *** accepted the job, make an appointment did not come, did not return calls and texted 6 hours later saying it wasn't worth his time to come.
3. The next one *** said they weren't paid by Total Home and won't work with them.
4. The next one *** said they did not work for Total Home at all.
I have emailed and called, they will not return my calls or help me get a plumber. When I called them this guy Melvin lied and said I already had a plumber come. It is infuriating. They are dishonest.
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.
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 plumbing system on 1/23/2019 stating a toilet was not flushing in the upstairs bath and the downstairs toilet was constantly running. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own technician to diagnose the units and once approved, we would send a reimbursement check upon receipt of the invoice.
The consumer has been a customer since 9/28/2017 and has been provided service on other claims. The consumer renewed November 5, 2018, but requested to cancel on 2/7/2019. There were two claims after the renewal of the policy on 11/9/2018, which $378.70 was paid out. As per the policy no refund is due.
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
Complaint ID
April 19, 2019
Total Home Protection properly addressed this review and cited applicable sections of the policy.
We sincerely apologize for your negative experience. The consumer did chargebacks and the policy was cancelled 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.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: What is a chargeback?
Excuse me, I tried to get a service, a plumber to come out for 2 months. No one came and it was a whirl of referrals to plumbers who did not work with them which is very frustrating. I was able after 2 months of not having them provide a service worker to contact my credit card and dispute this to which end I WON. It was agreed that they did not provide the service I paid for.
I have no chargebacks. I bought a contract. They did not honor it. They are crooks. Buyer beware.
Regards
Sales presentation vs. Contract language. I purchased their best 5 year Platinum warranty, about $1500 by phone. THP was ranked third with ***. The contract was not made visible during the sales pitch by Joe Ext *. For instance, I asked if the Water heater was covered. He said of course. When I got the 10 page contract, I did not study the fine print, but I did read the headlines. Point G. Water Heater. COVERED: All components and parts for gas and/electric hot water heaters, including circulating pumps, except: This line is the headline and is separated from the exceptions. The exceptions include holding or storage tanks. This is one of the main reasons for water heater failure, tank leaks. I feel I was mislead by the sales presentation. The first phrase, "All components and parts for gas . . . . . " What it should say is major causes of failure are not included and minor issues that rarely fail are covered. I was also told that Water Softeners were covered by sales, but was told by service that they were not covered. They are under exceptions.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/5/2019COMPLAINT 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 contacted us on 1/29/2019 to placed a claim for a water heater, advising us the unit was leaking. The consumer was advised that the policy covers the water heater for mechanical failures and if the tank was leaking it was a non covered failure as per the policy.
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.
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 information is post sales. In other words you make decisions before you read the fine print. The sales person on the other hand says of course the water heater is included. that is an all inclusive response which is not accurate. The contract is too clever and I have asked for my money back. Up tell now, you have paid me about $150 and had my $1500. Now that I see how you work, I am not interested. Will you return my money. You have had its use for a couple of years.
Regards
Complaint ID: ***
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 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 can offer $100.00 good will for this non covered failure. If the consumer would still like to cancel they may reach out to us ***.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
I bought a policy with total home protection 9-1-18 my heater fan went out on 1-29-19i was told that total home protection doesn't have hearter techs in my area and I should contact atech and they would reimburse me,tech called total home told them I needed a new fan motor they the tech send them pictures after he sent the picture they transferred him to claims (Ashley) denied the claim because there was a light flim of dust,the last time it was serviced was 1/11/18 the heater is 20 years old.
I'm out $556.00
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/4/2019COMPLAINT 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 the heating system not coming on. The vendor reported that the fan motor was not working in heat speed. We received pictures and our Authorization team determined the failure was due to lack of proper routine maintenance. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offer $100.00 goodwill toward this non covered failure.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
The technician said for being a 20 year old unit that his company serviced 4 months before I bought the house it was in good condition.
Complaint: ***
I am rejecting this response because:
Regards,
***
Total home protection said they would cover heating with a "45 deductible I will put there company on the news and in the court house in a class action suit before these theives get away with this
Paid $1817 for a six yr. contract with Total Home Protection to begin April 1, 2018. Have filed a claim for a leaking shower pipe split at the valve that turns the water on and off. Serious damage has occurred in our wall and shower is demolished awaiting repair due to the water damage. THP refuses to pay claim stating that the "valve" at the shower is NOT a "valve"; therefore it is not covered. Our plumber explained to them that it IS a valve. It IS the shut off valve-turns the water on and off. THP claims the "shut off valve" is the only valve they cover. The policy states under COVERED plumbing: VALVES FOR SHOWER.... as being covered. THP is mincing words--proper words per a licensed, certified plumber with their words to avoid paying a claim.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/5/2019COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing system stating there was a leak in the wall of the shower. The consumer had their own vendor contact us who advised the failure was the master bath shower shower pan, which was permanently installed not draining. We advised this was a non covered failure as per the policy. In an effort to assist the consumer we offered $150.00 goodwill for this non covered failure and to reimburse for the balance of the service charge fee totaling $180.00. The consumer rejected this offer.
The consumer contacted us back with a 2nd opinion vendor who reported that the 3 way shower valve faucet/fixture needs to be replaced. As per the policy faucets/fixtures are non covered
Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. 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, the offer of $150.00 goodwill and the balance of $30.00 for the service charge fee totaling $180.00 is still applicable.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have been with Total Home Protection since 08-03-18. I have had several issue with items in my house having coverage when a issue arises. They would not cover my refrigerator and my master bath shower issue. A had a washer machine problem never got reassigned. Water heater issue probably won’t be covered and I have not yet had a service call. But I did have a service call for my dishwasher and I paid my $60 service fee on 1-17-19. My dishwasher was deemed not fixable and needs to be replaced per the warranty company. I have a plan that when I signed they replace your item. They only offered me $100 for replacement value. Where can you buy a dishwasher for $100. I have a *** dishwasher that cost about $1000 to replace. They would not give me more money. I said to the yesterday a manager split the difference and they said no. I have the warranty to help me financially when a problem occurs and this is not happening. So in reality I get $40 for my dishwasher minus the service call to get the machine to get fixed. They also denied me to fix the dishwasher machine. Please assist in this matter with the warranty company.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/14/2019COMPLAINT 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 on 1/9/2019 for a dishwasher stating the unit was beeping, not coming on. The vendor reported multiiple component failures that the pump failed, the soap dispenser was not opening and the control board failed. We offered the consumer $100.00 for the unit which was rejected.
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.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer requested to cancel the monthly policy on 2/4/2019 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
I am totally dissatisfied. You purchase a warranty company to protect your appliances. To replace or repair. You can not buy a dishwasher any where for $100. They never sent any money for my washing machine. Why would a stay with a company that does not protect you. They always are lying to the customers. They owe me $200 that they never paid. They never fixed my washing machine. I had to fix it my self. There customer service is terrible. They always denie you service and nothing is ever covered. Why would a stay with a company that will not fix your appliances. If my stove breaks will they also refuse to fix it. Like my water heater and shower valve denied. Most of my claims denied. It cost me $60 service fee for my dishwasher and get a $100 for replacement . So I get $40 for a new dishwasher. There customer service department rude with very long wait times to speak to a live agent. There sales agents lie about there coverage. Buyers be aware of this unreliable company.[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
I made the mistake of changing from *** to total home protection and I pay monthly plus I pay $60 for a service call. I had an issue with my oven not working properly, literally leaving food undone, I made a claim, they sent out a tech and I paid $60 service call. The tech determined that my electrical board was faulty and that it needed to be replaces, I was notified that the part could not be found by him and later THP said that they couldn't find the part. I was then told I would get a check for $150 to buy the part and labor costs, for a part that is not available. This is a scam and I regret doing business with a fraud home protection company, I have spent more out of pocket than what they are offering me, I cant purchase a stove for that price and it is wild that this is the poor type of service that they offer. I asked to speak to a super in customer service and the lady tells me she is the super and there is nobody above her. I see they have horrible ratings now and several complaints. This is a scam.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a oven cutting off, display not working on 1/25/2019. The vendor reported that control board failed and the part is no longer available. As per the policy we offered the consumer funds in the amount of the cost between parts and labor.
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 1-800-545-0402.
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,
***
You found a way to neglect your responsibilities and as I said before if the part is obsolete then what are you basing your price of it on, I have priced boards for other stoves the same brand and nothing was as cheap as you quoted me...I see why there lawsuits against you. The repairman even said your company said the entire stove would be replaced. You cheated me but I should have stayed with
Complaint: ***
2/1/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize to refund 1 month of $39.00 back to your account. For further assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
This company lied to me when I signed up for their service. When I signed up for their home warranty service I was informed by the sales representative that if I decided to cancel I would be refunded for any months that I did not use. I signed up for a one year contract and paid for the entire year up front, effective July 30, 2018. Now, January 30, 2019, I tried to call and cancel the contract and they informed me that they would be happy to cancel the contract but would not be issuing any refund to me for the time I did not use. The manager I spoke to kept saying that everything in their system was "automatic" and there was nothing he could do to help me get refunded for the time of the service contract that I did not use. I am very ticked off because this is completely contradictory to what the sales rep told me over the phone when I signed up. Buyer Beware, It seems all this company cares about is meeting their sales goals at all costs and lying to their customers if that's what it takes to get a sale. How does it make sense to not refund someone for a product or service that they no longer need and have never even used?
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/13/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please note that the consumer opened the policy on 6/30/2018 and requested to cancel service on 1/30/2019. In the event the consumer cancels prior to the end of the term date a prorated refund will be determined. Our standard contract fee rate is $52.00 a month. The consumer had the policy for 8 months when they requested to cancel. The consumer paid the discounted yearly rate of $375.00, with 8 months of service at $52.00 a month which is standard contract fee rate totaling $416.00. There is a $50.00 administrative fee with no costs incurred by Total Home Protection, 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.
Full terms and conditions can be found at http://www.totalhomeprotection.com/terms.
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
[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 sales representative that sold me the contract lied about the terms of the contract. He stated that if I wanted to cancel they would take the amount I paid and divide it by the number of months the contract was for, and then refund me for the months not used. I do not accept their response because what they told me over the phon when I paid for it and what they have written down are two different things. I would not have paid for the contract up front if I had known that I would not be refunded in the event that I canceled. I feel cheated because of the lies they told me on the phone, especially since I never even used the service for anything! I will make sure to tell everyone I meet to stay away from this company!
Regards
I have a valid contract with THP. I had problems with both my *** Refrigerator and *** Microwave/Convection Oven and on 10/29/18 initiated two claims, one for the Refrigerator (claim ***) and one for the Microwave (claim ***). To date, I'm still waiting for Total Home to approve and pay for service.
On 10/29/18 a service company (Accurate Appliance Repair) was assigned to claim ***. I spoke to them and they did not have a technician who was *** certified.
On 10/30/18 a service company (***) was assigned to claim 571271. I spoke to Anthony from *** and found out he was not *** certified.
On 12/14/18 I called THP and insisted a *** certified technician. They said they cannot supply one. At this point a THP representative named Silvia I spoke with said THP will do “total reimbursement” instead per the contract. She explained the process very clearly.
I called *** and arranged a diagnosis and estimate for the two appliances per the direction of THP. On 12/24 a service person came (Ily), diagnosed the two appliances and charged me a service charge of $180 ($100 for refrigerator and $80 for Microwave). On 1/2/19 I received an estimate for the parts and labor of both appliances in the amount of $1,915.88.
On 1/4/19 I spoke to the Reimbursement department who told me to send email with estimate to claims@totalhomeprotectioncom, which I did.
On 1/8/19 I called THP and they told me they needed to talk to the technician. A THP agent called *** and connected them with claims reimbursement department.
On 1/11/19 THP and they said they only will reimburse at their rate (i.e., $150 for the microwave even though the *** model we have cost about $1,500). I Received an email from Karon T (supervisor) and replied to him with an email. This is contrary to what Rep Sylvia told me.
On 1/14/19 I spoke to a supervisor named Joe. He stood by the original denial and said it would be escalated to Arbitration dept.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/14/2019COMPLAINT 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 10/23/2018. The vendor reported that the heater bank and evaporator fan motor failed. With the age of the unit and multiple component failures it was determined the unit was not worth the repair. Funds were offered to the consumer which have been accepted.
A claim for the microwave was submitted on 10/29/2018 stating the unit was working intermittently. The vendor reported the touch panel was not responding. Funds were offered to the consumer which have been accepted
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.
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.
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
We purchased a Home protection package, was promised verbally they would include a pellet heater in our basement. I went to claim it (this is my 3rd attempted claim) and was denied. I stated we were promised it was included, she (the manager) states it is not noted and is not covered. I demanded to listen to the recording of our conversation and of conveniently it is not available.
I have made now 3 claims, the well (Which ended up being ELECTRICAL not WELL) which I was not told on the phone when I stated we had a well, my garage heater, which the company could not provide me a service man to fix, their employee stated to me that if I got my own technician to fix it they would only pay a percentage of the claim. This was Thanksgiving week. As of today they have not sent me a tech to fix my heater. They took FIVE days to give me a tech and that was after me calling AGAIN. The tech immediately called me and canceled once he asked me what company I have. I now am filing a claim on my pellet heater and it's "not covered" after I was promised it will be. I demand my money back and they refuse to give me a full refund. I have not been serviced and have been sorely inconvenienced. They offered $190 our of $450 for 4 months of NON-Protection. This company is a fraud to me. I demand my money back. They have never helped me nor filled any of my claims. My husband ended up taking apart the garage heater and spent 5-6 hours fixing it, the manager wanted a receipt for parts only. How about his HOURS he spent fixing it. A tech would of billed hours, not one part. I simply said give me my money back and we walk away. They are a very untruthful company and they just can't sell a policy and say everything you want to hear and then not follow through. This is illegal. It is recorded that I was promised a pellet heater covered.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/4/2019COMPLAINT 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.
On 11/15/2018 the consumer contacted us stating they had no water in the home and felt the well pump was not working. The consumer has the Platinum Plan which does not include well pump coverage. Well pump coverage is an optional coverage which the consumer did not purchase. Unfortunately we were unable to send a vendor for this issue.
The consumer placed a claim on 11/19/2018 for the heating system not coming on stating it keeps clicking. As we were unable to locate a vendor with availability we offered the consumer to go through reimbursement, where the consumer would contact their own vendor to diagnose the unit and once approved we would send a reimbursement check upon receipt of the paid invoice. We never received any documents from the consumer to date.
On 1/28/2019 the consumer contacted us to place a claim advising us her pellet stove was not working. She was advised at this time that the policy does not cover the pellet stove.
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); heat exchangers; 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; 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.
Terms and conditions of the policy can be found at https://www.totalhomeprotection.com/terms
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. If the consumer would like to cancel, we can cancel the policy as per the terms and 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. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
This company is a total scam. Do not even consider for one second getting a policy with them. Their "closers" (sales team) are very good and will come up with lies to get your business. Within 4 months, I've had both my refrigerator and water heater break and they claim that neither is covered, even though they clearly stated that both were indeed covered and replaced if unable to fix. Obviously they will never give you the details you need in order to make a smart business decision. If they would, nobody would even consider this company as they exclude everything! When I originally switched over to this company (to save my family money) they confirmed that my gas water heater was covered. Now that it broke, they state that they don't cover the tank! What a joke! That is normally what a customer needs to have covered, not wiring and other small components of the tank. They should've been honest and upfront with me when I asked these questions about both appliances. This company is worthless and please protect your family by not giving them your business. They have a lot to learn on how to take care of their customers because they simply DON'T! I guess their current Revdex.com rating says a lot. Hope this is read by someone considering this company.