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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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I found it was dropping water above my basement ceiling last Aug. Then I called total home protection to check if it is covered, they told me the pluming issue is covered and they sent me a tech to do the estimate price. After they got the price they said they need more details since the tech did not open the ceiling to check the pipe.Then I cut the ceiling up and called total home protection to send the tech here to take pictures and get more details.when I called the tech company they said they have financial issues with THP SO THEY WILL NOT COME OUT.Then I called THP again told them the issue and they told me to send me another company to check.I had waited and waited for weeks no one showed up. I called THP again they told me to find my own tech to fix it then they will do the reimburse, finally I found a handy guy fixed the problem. I paid him $395 total. Then I called THP to pay me back, and they told me it was the corrosion issue which was not covered also told me the handy guy was not authorized tech so it was not covered either way.it has been 6 month. I finally find some one fixed it but you guys told me it is not 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.
The consumer placed a claim for a plumbing issue on 9/24/2018 stating pipes were leaking in the basement. 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 issue and once approved we would send a reimbursement check upon receipt of the invoice.
The vendor reported 3 L shape elbows 3/4" joints and 2 straight copper pipes were leaking and needed to be replaced. He advised the failure was due to corrosion buildup. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; 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 requested to cancel, in an effort to provide good customer service we offered $50.00 goodwill and 2 months of service waive for this non covered failure, which the consumer accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
When they are representing the coverage they state that they repair or replace with a like item. Once they have your money you find they give no service. When making a claim they were supposed to provide a technician to make repairs. When I made a claim they never followed up with the tech. When I contacted them they said they could not find a tech and I should find one myself. It would be nice if they had gotten back to me with that information. After I got the tech he diagnosed the problem and contacted the company to get authorization for repair. This was a bad dishwasher and repairs would come to 350. They said that since repairs were more than what they could replace it for they would issue me a check for $100 towards replacement the rest was on me. This is a high end unit. How am I supposed to replace it for a $100 dollars? The were very patient reading me the contract but the contract does not match what they promote. I can also see that this will be the same issue on any future claim. The repair will always be more than their supposed replacement cost.
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 a dishwasher not drying on 1/11/2019. The vendor reported that the unit was working correctly. He stated that there were no mechanical failures on the unit but the unit started making noises about 20 minutes into the cycle. He additionally advised that the motor and sump assembly were failing but as of now it has not failed and the unit is draining and cycling correctly. With the age of the unit and multiple components failing, a buyout of $150.00 was offered to the consumer, which was processed on 1/23/2019.
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.
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:This is a totally bogus response. They are simply giving the same answer with no answer to my initial problem. They are a warranty firm that does not provide service. While I admit that they are living up to the written contract they are not living up to the service their sales staff represent. You purchase the service without actually seeing the contract and as with most people I did not read the contract after the fact relying on the sales persons claims. I have dealt with other warranty firms which provide service as they market which is to repair or replace with a similar item. In this case a high end dishwasher. Their claim is that the dishwasher can be replaced for 150.00 is ludicrous. They also claim the unit is not actually broken but still functions. My claim was that it was not functioning properly, in this case did not dry and did not clean properly and made a very loud noise during the clean cycle. This was verified by the technician. I should also state that the are supposed to provide a technician. In this case they did not and I was informed that since they could not find a company in my area for my claim, I would have to find a company on my own and I would be reimbursed for the service call. When the tech arrived he told me the reason they could not find a service provider was because no one will work for this firm. I have to say that I did not do my homework prior to purchasing the contract. If I had I would have found that many people have had the same problems with them, they are not a member of Revdex.com and are under investigation by at least one State Government. Also I have to say that I was told the check for the 150 dollars would arrive in two to three weeks but has not arrived yet and I have no confidence that I will ever see it.
Regards
Complaint ID: ***
April 19, 2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience. A check for $150.00 was sent to the consumer on 3/18/2019. For further assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
Poor service & a rip off! Our blower motor on our inside heating unit went out. My husband called on 1/20/2019 and a technician came out on 1/21/2019. The tech took pictures & sent them to Total Home Protection service representative. The rep told the tech that he did not think that the company was going to cover our part for replacement due to what appeared to be poor maintenance. Then the tech stated that the rep was going to call my husband but never did. After several minutes of waiting for the rep to call my husband, he decided to call the rep while the tech was still present. The tech told my husband that the wear and dust that was on the wires after removal of the door & screws was normal wear and collective dust. However, when I called to speak with a rep to gain understanding as to why the company was not going to repair the heating blower, I was told the same thing by a supervisor (Ashley). She told me that it was left up to the home owners to get their AC/Heating units inspected once a year by a licensed professional for maintenance.
I told her that the last licensed professional was sent by Total Home Protection when we had an issue with the AC within the last year. The tech at that time, checked the same units inside and outside and did not suggest or let us know that we needed to have it serviced for removal of dust. The tech just fixed what was wrong with the AC and we paid the service call fee. I advised the supervisor that our home was built in 2004-2005 and we purchased the home in 2010. Our home warranty is paid up until 2021 and this is January 2019. I reminded Ms. Ashley that if the inside AC/Heating unit needed serious maintenance, then the last tech that her company sent to our home should have provided quality attention to detail so that we as home owners would have made sure that the unit was up to their standards to avoid such issues. And, according to the pictures, it shows normal wear with rust & dust mites on the wires that Total Home Protection viewed as poor maintenance. They offered no alternative solutions and show no concerns for offering to resolve our concern or keep us as valued customers.
I husband wanted to cancel but was told that we would not get a prorated amount and would not be refunded the difference. I would never recommend this company to anyone! One of the worst home warranty companies I have ever used!
Paid for 1 year of protection and when I needed repairs and service they say I don't have a contract. I have a policy # can prove I paid for it with my credit card. This company sucks.
Complaint ID
1/23/2019
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please be advised that we have no record in our system for this consumer being one of our customers. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.
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 this customer and a full refund Reference Number: *** was given to the customer back to the card on file on 3/29/2019 which resolved this complaint.
Please follow up the customer regarding this and close the complaint accordingly.
Best Regards,
Laura D
Consumer Advocate Specialist
Total Home Protection
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***
A representative from Total Home Protection contacted me and she resolved the problem over the phone. This matter is closed. She was a very NICE lady and we are all good on this matter. Thank you.
TotalHome Protection Is a rip off I got home warrenty thru them on tuesday jan 16 2019 my furnane wet out called them first lady answerd phone was sleep she took info said they will send me email with name of company who will fix it never got email I called them next day said they sent it check spam al nothing well her is info I called repair they gave me *** he came next day said inducer motor was out now its 33 degrees cold in house he said he will work asap have infant in home then I got a call from warrenty company saing they not payong for it I said way they said cause pictures they have showed motor dirty no true they gave me same pictures not tru well we not payimg called *** again told them what warrenty company said he said that is not true n dirt found on furnance just inducer motor out and that is normal wear and tear he called them they said no again he called me back saing they are a fraud I called them again they refuse to pay then said *** cleaned furnce he said he did no such thing they just dont want to pay going back and forth nothing still no heat in my home all *** was 481.05
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/23/2019
COMPLAINT ID: ***
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim on 1/17/2019 for the heating system not coming on. The vendor reported that the inducer motor failed. Pictures were submitted and our Authorization team determined the cause of failure was lack of proper routine maintenance. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; 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 offered $250.00 goodwill for this non covered failure which the consumer accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Sincerely,
Laura DTotal Home Protection
The company advertises that they'll cover any repairs to all appliances in the home along with AC/Heat and plumbing. My dryer went out on Christmas Eve and Water Heater went out New Years Day. My dryer was fixed on the 14th of January by a business I hired. As of 1-18-2019, my water heater is still down. I live in a cold climate region and we've had a few feet of snow and single digit temperatures at night. I also have 4 children. When they are contacted, you are transferred several times, the service reps talk to you unprofessionally and use comments like I don't know what to tell you, there is nothing we can do. They will assign your claim to a company or contractor and then those folks call and tell you they've never heard of THP or we aren't contracted with them anymore. They will push and drag you along until you finally have the repair done yourself. THP will right away tell you to get the item fixed yourself and THP will reimburse you for it. The reimbursement process can take 30-60 days...Hahaha. Stay away from THP
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/29/2019COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 the dryer on 12/24/2018. Unable to get a vendor with availability we offered the consumer to go through reimbursement, where the customer would contact their own technician to diagnose the unit and once approved, we would send a reimbursement check upon receipt of the invoice. On 1/3/2019 we contacted the consumer to advise of some vendors they could use. We have not received a dignosis or estimate regarding this failure to date. The documents can be sent to [email protected]
A claim was placed for the water heater on 1/1/2019, the vendor reported the unit was full of sediment and the lower element was embedded in sediment and failed. As per the policy this failure is a non covered failure.
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.
In an effort to provide good customer service we offer $50.00 goodwill towards 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 questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: *** ..In reference to a vendor for the dryer, none was given to me. You THP insisted I get the dryer fixed myself and Ibwas never given "a list" of vendors to contact. I eventually found someone nearbybwho could replace and had it fixed for $70.00. You guys put up a bravado when you sell this plan that all appliances are covered and if they can't be repaired , THP will replace the appliance with a new kne of equal or lesser value. Im still in the process of getting a water heater placed. I will take care of this myself at full cost. The service technician gave me an invoice stating the elements were fine and that it was an old unit that needed to be replaced. Your policy rules and guidelines for coverage are for elements only but thenot covered is a list from D.C. to Hong Kong. You guys are garbage and really cheat the consumer out of this so called "insurance" and you walk away with hundreds to thousands of dollars from people. By the way, look at your lousy communication with the number of calls Ive made to you for both of these issues from the time of Christmas Eve to NYE. At this point I am finished with THP and would like a refund from February 2019 to January 2020 placed back on my credit card. You have my contact number if you want to ask me anymore questions and I would like to get a verification of a refund to my CC.
I am rejecting this response because:
Regards
I requested service on 1/6/19 Claim NO. *** for an issue with my master bathroom plumbing, lack of hot water and and the inability to use the shower. The first technician assigned refused service because the warranty company had not paid them for a previous service at which point we were told they had no other plumbers. Suddenly assigned another plumber who came out diagnosed the issue a few days later, and automatically denied my claim by the warranty company stating it was a faucet issue. The plumber has since attempted 3 more times to call the company and explain it is not the faucet but a part in the wall attached to the valve but they will not call him back. They have only cut and paste the contract to me stating denial for faucets and fixtures. When I called again and explained the valve they told me it now has to be the shut off valve nothing else is covered and I would have to give access to the pipes by cutting my wall, also not the issue. They are violating my contract and not covering what is stated as a shower valve issue. I have also found out they are not licensed in California and have ignored that when addressed. I have been hung up on 4 times and rudely spoken too. I have asked to cancel and requested a partial refund on the policy which at the time of purchase was told is part of the policy as well, they do not respond to the request or call back.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/29/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 the plumbing system on 1/6/2019 stating there was no hot water in the mater bathroom. The vendor reported the cartridge failed within the fixture. As per the policy this failure is not covered under the policy.
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.
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 1, 2019
Total Home Protection properly addressed this review and cited applicable sections of the policy.
In an effort to provide good customer service a free service charge fee has been added to the consumers account.Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 12/28/2018 my furnace quit heating. I called Total Home Protection and started my claim #***. *** was to come out which they did. My heater needed a enducer and switch at a cost of $950.00. The repair was denied. The insurance said there was dirt and debris. I took more pictures and proved there was no dirt. Then they said there was rust and water stains and to get a second opinion which I did. They still denied after the second opinion stated the unit operates with water. Now they are saying there are loose bolts. I give up!! I have been dealing with this insurance for almost a month. I am going to have my heater repaired by the company that gave me the second opinion.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/30/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a heating claim on 12/26/2018 stating the unit was not coming on. The vendor reported that the inducer motor seized and the pressure switch failed. Pictures were presented that show the inducer motor was not properly bolted down and rust/corrosion developed on the bottom of the unit contributing to the failure. Our Authorizations team determined this is a non covered failure due to lack of proper routine maintenance. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
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.
We are currently in the process of reviewing the consumers 2nd opinon 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
I am responding to this email. I have read the contents and I do disagree with total home protection stated they said that they were sending me a check for the full amount. I spoke with *** in their mediation department and she told me that they were sending me a check in the amount of my policy which would then be canceled out. I told her to go ahead and send it if she wished that I was still taking them to small claims court which I still intend to do. They have never said anything about the sending me a check for the full amount of the cost of repairing the heater which was $1000.Thank you
Complaint ID: ***3/26/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The failure was determined to be due to lack of proper routine maintenance, which the consumer was unable to provide maintenance records to dispute the denial. We sincerely apologize for your negative experience and a full refund of the policy was given on 3/6/2019. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
my dishwasher was leaking. total home sent a tech out to fix it and I paid him $45 per contract. The leak was not fixed and Total home sent him out again and I was charged another $45. He said there was a crack in the sump pump and total home claimed that it was not due to normal wear and tear even though the serviceman turned it in as reasonable wear and tear.
so now I have a dishwasher that leaks and have paid two $45 charges
the serviceman said it was due to reasonable wear and tear and I do not know what else it could be
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/22/2019COMPLAINT 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 dishwasher leaking on 1/10/2019. The vendor reported that there was a cracked sump housing, it was also leaking at the drain solenoid seal. Our Authorization team determined this failure is excluded from coverage. The sump housing does not crack due to normal wear and tear conditions. 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 can offer $100.00 goodwill towards this non covered failure and add a free service charge fee for the next claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any 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 policy covers normal wear and tear mechanical failures. A crack in the housing unfortunately does not fall within the scope of coverage. 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 $100.00 goodwill towards this non covered failure and one free service call fee for the next claim. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have emailed the Pa. attorney general's office which is reviewing this case. If Total does not live up to its warranty obligation and if the attorney general's office is unable to help, I will proceed in small claims court
Regards
I filed a claim on my oil boiler as we were leaking oil and our heater would just randomly stop. When I first called to file the claim I was told there was a billing issue on my account that the credit card on file did not go through the last time and until it was taken care of I was told I couldn’t file a claim. I gave new credit card info and I was assigned a technician 20-25 min later. That was a Tuesday and by Wednesday the technician was out. He checked everything out and I said “well what do you think is going on” he said “well the oil burner is definitely bad.. it’s very old”. He said he would have to get approval for the part and then he’d be in touch and out again to install it. That Saturday the heater stopped working completely. I called the technician and he said he was “getting the run around from THP and they were going to make him jump through hoops” to get it approved under the warranty. He said he’d have to come back and get pictures. Then he went on to ask if I set up a thorough cleaning of my boiler that that would probably get the system working. I said “I thought the oil burner was bad, why would we expect that to work?” He said “ I never said that I said the burner was old”. I said “ No your exact words were the oil burner is definitely bad”. He said “I’m not gonna argue about a play on words” I said “I’m not gonna work with a liar. I’m going to get my claim reassigned to another technician”. I called THR and apparently the technician had already called them (of course he did). Now it was gonna take 24-48 hrs to get my claim reassigned? But it took 20-25 minutes when I paid them my monthly premium. I told them I had no heat that my house was 60 degrees and I had small children and animals. They said they weren’t an emergency service and did I want info about their reimbursement process. I said if I could afford those kind of bills I wouldn’t carry home warranties on both my homes. When I asked for supervisor they said same thing thing. I said “what am I paying for”. Brrrrr.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/22/2019COMPLAINT 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 the heating system on 1/8/2019. Unable to get an available technician with availability we offered the consumer to go through reimbursement, where the customer would contact their own technician to diagnose the unit and once approved we would send a reimbursement check upon receipt of the invoice.
The consumer is dissatisfied with the terms of service and does not want to go through reimbursement. As we are unable to service this customer we can cancel the policy with a full refund.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I was sold a bill of goods, on paper that really means nothing can be fixed, without several phones, if that.
I bought the platinum as was told that would be the best for me.
First claim I had; there are not any service people in my area, none!
I had to find my own and then fight to get any of it paid.
I filed a claim for a leaky commode the lady told me they don’t cover parts and would not take my claim, I got a new commode as all the insides did not work correctly any longer.
I have a microwave that is not getting hot and am not able to get a response on if they will fix it or not.
Air conditioner had a problem had to find my own technician and had to argue to have the claim paid.
I was never informed when I purchased the policy there were not any technicians around the town I live in, I was told they have technicians everywhere.
I spent over a thousand dollars with this company and am not getting anything. Was promised when the @sakesman” sold it to me. I would love to just get my money back and handle my own breakdowns, as I have to anyway. This company is a mess grrrr
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/16/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a plumbing system advising there was water leaking out of the bottom of the toilet. on 1/8/2019. The vendor reported that the cause of the failure was the toilet was cracked physically. 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.
The consumer submitted a claim for a microwave on 1/7/2019 stating the unit was not heating properly. Unable to get a vendor with availability we offered the consumer to go through reimbursement, where the customer would contact their own technician to diagnose the unit and once approved we would send a reimbursement check upon receipt of the invoice. We are still trying to reach the consumers vendor for a complete diagnosis.
A claim was submitted on 7/29/2018 for the air conditioner not cooling. Unable to get a vendor with availability, the consumer contacted a vendor to come out and diagnose the failure. The consumer submitted the receipt which the work was performed without authorization. The receipt stated that they cleaned the coil and adjusted air flow. As per the policy maintenance is not covered.
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.
In an effort to provide good customer service we offered the consumer $175.00 towards this non covered failure, which was 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.
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 wa[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I was told when I purchased this policy it would be very easy to use, they had technicians everywhere, they do not have technicians in my area. When I call someone to come fix something I have to pay them, and then several messages back and forth the THP trying to get the work approved or seeing if it’s qualified. I recently talked to a manager named Kevin and we discussed giving back the $175 if they worked on my air-conditioner, and then give me back my full refund of buying the home protection but I’m not able to use, it has been a disaster from the beginning. They told me I would be able to get things fixed easily and quickly and so far the three things that I’ve had happened have been a nightmare for me so I would just like for us to part ways and get my money back and they can have their money back for the off air-conditioner that they had fixed thank you so much and Kevin had said that he was going to try to make that happen and he would call me back the next day and that was a week ago and I still have not heard anything. I feel like I have no faith in this company and I feel like what I was sold is exactly what I’m not getting The technicians I have called do not not want to work with them, as they say “they find a loop hole, and they do not have time to go back and forth with THP, so I am always out the money.
Regards
Complaint ID: ***
2/28/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience . The policy was cancelled on 2/15/2019 and the consumer was refunded on 2/28/2019. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
This company would not fix my heating system. I’ve been with them for 8 months now. They denied my claim and said that it was due to wear and tear when that’s simply not true. I called them three time was on hold for 40 minutes. *** aka the manager that would not give me his last name said that they know it’s true and they need maintenance records. My heater broke last week. Why would I need maintenance record for something that happened less than a week ago. Took 60 dollars from me and wanted me to pay 500 dollars to repair the heating system. This is ridiculous. Customer service was extremely rude and disheartening. I asked multiple times how did they know if it was wear and tear and did not get an answer. This company is not to be trusted at all.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/15/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a heating system not blowing warm air on 1/10/2019. The vendor reported the blower motor, the capacitor and the hot surface igniter failed. The vendor also included picture of the unit, which our Authorizations team determined the failures were 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 assist the consumer further we asked if there were maintenance records and we were advised there were none. So in an effort to provide good customer service we offered the consumer $75.00 goodwill towards this non covered failure and a free service charge fee which the consumer rejected. The consumer requested to cancel the policy which was cancelled on 1/11/2019.
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
My email to Total Home Protection -
Claim # *** I have a leaking water heater causing damage to my home.I am very upset concerning your lack of service. We called in a service request on 5 Jan. Your service rep came on 8 Jan, we paid the tech $125.00 for the call. Your tech called Kaitin B and he was told we would have a new unit the following day. We still are waiting on a replacement. We have called your office on 9 Jan (1x) and 2x on 10 Jan only to find the replacement has not been ordered? We were not allowed to speak with a manager. Your have given us the run around and conflicting stories. This email services as notice, unless my repair is effected by 11 Jan, I will be pursuing legal and social media alternatives for fraud, damages to my home, personal property and a replacment hot water heater by others. The ball is in your court to make this sad situation right.
Not fixed and still leaking.
Poor, actually the worst Home warranty program on the market! (It is worth the read!)
In August of 2018 I received a call from Total Home Protection(THP) sales staff asking if I had a home warranty program, to which I replied, yes. They indicated that THP could provide better service, better rates and had long term specials that would make THP a better option. We discuss this for a pretty good amount of time, as I presented numerous questions regarding the service providers in our area, to which he stated that they had providers though out most regions. After hearing his presentations, conversation via emails, additional phone calls I decided to give them a try. I also convinced my mother (77 years young) to also sign up with THP and she spoke with the same salesman , both of us cancelled our existing polices and signed up with THP. Effective Sept 1st we both had THP warranties for 28 months paid in full. On Oct. 7th I tried to utilize my upstairs cooling (HVAC) system and the unit would not cool. I opened a claim *** with THP. The next day I received an email with a contractor to contact for service. I spoke with the HVAC company and they said they do not service my area. I contacted THP advised them of the response, THP provided a second contractor for me to contact. I called their office on to be told that they did not service the area as well. Two days later I received an additional another email for the third contractor, of course they also did not service the area. After 5 days of requesting a contractor THP advised that I could utilize my on contractor. I called a local HVAC provider whom came out the same day and completed the repair. We went through the correct protocol of having my provider contract THP for approval. After speaking with THP customer service authorization department, and following their protocol, they said they would call me back, asked that I not repair the unit until they returned my call. After 30 minutes of waiting, I told my contractor to fix the unit. I followed up with THP to see what the status of my claim was, the THP service advisor ask when the last time I used the unit, which I replied back in July of 2018(this is a upstairs room that is utilized several times a year, upstairs bonus room), THP said that they would get back with me. The called the next to advise me that they would not pay for the repair as in their opinion, the unit was non-operational prior to my contract. I asked how they could determine that, they said it worked the last time I used, must have became non-operational at that time, not when I tried to use it 3 months later. I specifically asked how they could determine that, THP said that was final. I asked if you drive your car into the garage, and it is running correctly, and you try to start it the next day and it would not start, when did the failure occur? THP replies was” it was broken in July, we will not pay for it”. After paying for the repair out of my pocket, I called to cancel my account, they put me through to the Resolution Department. I spoke with them on several occasions to present my dissatisfaction with THP, and he was very kind and suggested an alternative to cancelling my contract. THP offered to provide me with a $250.00 check, and a free service fee on the next claim, basically covering most of my repair costs of $358.45. The item that failed was a Dual Capacitor (Replacement). After settling this dispute in the manner that THP did, I agreed to continue with THP, keeping my account active, again it was paid in full for 28 months.
On Friday December 21st of 2018, we woke to a very cold home, no visual electric to the thermostat, no heat, no fans, nothing. I called THP to open my claim #577133. On the same day received a confirmation email from THP with the following: Your claim has been assigned to ***. They can be reached at or ***@***.com. Please contact the service contractor directly to schedule a mutually convenient appointment. Upon the technicians arrival you will be required to pay a $0 service call fee. (please note the zero service call fee from the prior claim as described above). I contacted *** only to be informed that they do not service my area. I then phoned THP, stating the them, they said they would try to find a another provider. I received an second email at 4:09 P.M. on Friday December 21st stating the following: Your claim has been assigned to ***. They can be reached at or ***@***.com. Please contact the service contractor directly to schedule a mutually convenient appointment. Upon the technicians arrival you will be required to pay a $0 service call fee. At 4:16 I received a call for *** indicating that they would arrive the next day, Saturday Dec. 22nd to repair the unit. AS presented the *** contractor arrived at 09:00 A.M. on Saturday morning. The following is the sequence of events that I presented to the mediation team at Total Home Protection when they advised me that the claim was denied and that my only recourse was mediation. I spoke with Consumer Advocate Specialist on the phone and offered the following email response: From Consumer Advocate Specialist for Total Home Protection:
Thank you for reaching out to Mediation. Please allow me some time to review your claim. As per the policy
IX. MEDIATION
In the event of a dispute over claims or Coverage you agree to file a written informal claim with us and allow us twenty (20) calendar days to respond to the claim.
I presented the following mediation data via email as requested:
• *** technician arrived at 0900 A.M. Saturday morning to diagnose issue
o Technician determined that the unit had the following issue
? The values had deteriorated over a period of 16 years which is normal wear and tear due to systems that are active 8 to 9 months during a
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/11/2019COMPLAINT 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 9/30/2018 for the air conditioner, stating the outside unit was not coming on. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated 7/4/2018 and had maintenance on the unit maybe 2 years ago. As per the terms of service:
- This Agreement does not cover any known or unknown pre-existing conditions.
- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 9/1/2018. Being that the unit was not working properly on 7/4/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 9/1/2018. In an effort to assist the consumer we sent a vendor who reported the capicitor failed. In an effort to provide good customer service we offered the consumer $250.00 good will which was accepted.
On 12/21/2018 the consumer placed a claim for the heating system not responding to the thermostat. Although a proof of repair is asked for in order to go forward with the claim to assure the last failure was resolved, in an effort to assist the consumer, we assigned a vendor. The vendor reported there was a restricted thermal expansion valve. The valves inside are pumping but not heating. In an effort to provide good customer service we offered $75.00 goodwill which the consumer rejected. The consumer requested to cancel the policy on 1/8/2019 according to the terms and conditions of the policy.
V. COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
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.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
All 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 last year for a home that I purchased for Sale By Owner. On Thanksgiving Day my *** stainless steel refrigerator stopped working. The next day I called and spoke to the company and they had a call me several days later to schedule a time to come out and look at my refrigerator. The technician came out and told me that the compressor was bad and that it would have to be ordered and that would take a couple of weeks. 4 weeks later I still did not have a working refrigerator and no call from either the tech or Total Home Protection. Finally I called today and was told that the repair would not be covered due to lack of scheduled maintenance on the refrigerator blaming that is why the compressor failed. Okay, how do you know what the previous owner did or didn't do to appliances, plumbing, electrical etc. Isn't that why you get a home warranty? Thoroughly disgusted in this very moment that I paid almost $700 for a home warranty that has been of absolutely no help at all to me. Lastly because the technician told me to leave the refrigerator plugged in until he returned with the compressor my refrigerator is now full of mold (even though it was completely cleaned out when he did the initially inspected it).
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/14/2019COMPLAINT 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 11/23/2018. The vendor reported that the failure was the compressor failed. He stated that there are freon taps on the unit being there is pressure and that there were no leaks in the system. He provided pictures which shows the unit is full of debris/dust. Our Authorizations team determined the compressor failed due to lack of proper routine maintenance on the unit. Due to the condensing coils being dirty it did not allow the system to properly cool down causing the compressor to internally short. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
E. This Agreement shall not cover any item(s) if they are mismatched systems with components having incompatible capacity ratings; modified from the original manufacturer design or application; items determined to be defective by the Consumer Product Safety Commission or the manufacturer and for which either has issued, or issues, a warning or recall, or which is otherwise necessitated due to failure caused by the manufacturer’s improper design, use of improper materials and/or formulas, manufacturing process or any other manufacturing defect; improperly installed; or below the slab or basement floor of the home; or located outside the perimeter of the main foundation (i.e., outside the outer load bearing walls of the structure with the exception of central air conditioning unit, main electrical panel) or unless specifically covered with Optional Coverage purchased for items outside the main perimeter.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer $150.00 good will towards this non covered failure which the consumer rejected.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***
2/28/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The vendor reported that the condensing coils are very dirty. Due to the condensing coils being dirty it did not allow the system to properly cool down causing the compressor to internally short. 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 $150.00 goodwill and one free service call fee on the next claim. For further assistance, please reach out to us .
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I called for repairs to my garbage disposal, which took several attempts, then finally I had to call the company back several times again. Someone came out, checked the disposal, stated it couldn't be fixed, it was frozen, nothing about any rust,told me to purchase one would be about a $100.00 dollars, he said someone would call me, a supervisor called me named Ashley, told me that the warranty don't cover rust, the plumber didn't say that to me and if you know anything about disposals, that is metal and it's wet most of the time and a little rust sets in, a little rust has always been there because of the blades moving around.also I was never told that I had to pay a fee when someone came out. I read the service agreement, their is nothing about rust and that has been their as long as I have used it.this company has misled me, lied and don't want to pay for another disposal and they disabled my account because I haven't paid, and I'm not paying because I haven't got the service that i'm entitled to.I want another disposal.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/9/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim on 12/19/219 for a garbage disposal not coming on. The diagnosis concluded that the cause of the failure was due to rust/corrosion of the unit . 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 provide good customer service we offered the consumer $75.00 goodwill which the consumer rejected. The consumer requested to cancel, the account was in a past due status so refund was due.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
On 1/1/19, we reported a sewage backup in our basement and was informed that it was covered and the job was being sent to dispatch. Dispatch would contact a technician to come out and clean out our line. We let them know it was an emergency as we had 6 inches of water/sewage in our basement. We waited but still had not heard anything 24 hours later. Called back again and was told it was still pending at dispatch and that they would mark as an emergency. It may take 48 hours to hear back. Keep in mind that we still had 6 inches of sewage and water in our basement. We continued to wait the 48 hours and were again told that it was with dispatch and that we still had to wait. Friday 1/3. I called and had someone clean out the drain on our own. I called costumer service to ask to speak to a supervisor about being reimbursed and they told me that because I did not wait for dispatch that we would not be reimbursed. I asked - what if dispatched never got back to us? It would never be repaired/covered then was there response. I asked for 2nd supervisor and was placed on hold for 30 minutes then hung up on.
Complaint ID
1/9/2018
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please be advised that we have no record in our system for this consumer being our customer. We have checked by name, address, phone number and email address and nothing is coming up in our system. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I purchased Total Home Protection Policy on December 5th,2018 Policy in force December 10,2018 - Dec. 10th 2019 Policy # ***. On December 20th I called them and followed all procedures required by the contract before hiring *** The company that installed our furnace. The service man answered their questions and sent them pictures and assured them that the problem was normal wear and tear not neglect. He gave them the estimate $127.33 to discover problem and the total bill $912.71 They denied the claim because it had only been active for 10 days. There is nothing in the contract that says your equipment can't break down for a certain # of days after contract begins. We had no problem with the furnace until the day it stopped working Dec. 20th ( Repair was for a Fan Motor Module) When they denied my claim, I asked for a refund. Since I had a month by month contract for the year, they said I could not get a refund. I asked them to cancel contract. They sent me a release agreement Claim # *** they would give me two months free coverage and send me $100.00 for my trouble. I did not sign or send back the agreement. I contacted you. This release agreement lists all the things I may not do or say about this claim. I can send you a copy of this release agreement and original contract if you need. Unbelievable!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/7/2019
COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a heating system blowing cool air on 12/20/2018. The vendor reported that the failure was a failed blower motor module. The vendor submitted pictures and our Authorization team determined the failure was due to lack of maintenance. The pictures show the unit is covered in dust and the wires for the motor are heavily impacted. 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.
During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer advised 12/19/2018. As per the terms of service:
- This Agreement does not cover any known or unknown pre-existing conditions.
- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 12/10/2018. Being that the unit was not working properly on 12/19/2018, this failure could not have happened within 9 days of the policy and is the definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 12/20/2018.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, we offered the consumer 2 free months of service which the consumer rejected. We then offered $100.00 goodwill which the consumer accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
On December 3rd I put in a claim for washer repair. I was told I would receive an email with the name of the contractor to whom the claim was assigned. I never received it. Finally, after several phone calls, I was able to get the name of the repairman, ***, & schedule an appt. They were very unprofessional & rarely returned phone calls. I had to call multiple times to arrange the appt. They came & diagnosed my problem & informed me that they would order the part & call me to schedule my repair. After a wk, I still hadn't heard back so I called them. After several calls & 2 weeks later, I scheduled for them to come to complete the repair. I was told they would be at my house around 2pm. By 3pm they hadn't shown up & hadn't responded to my phone calls so I called Total Home Protection to complain. The customer svc rep I spoke to informed me that *** had never even gotten back to them to tell them what was wrong with my washer or to authorize my repair. I was upset & spoke to sprvsr Keron, expressing my frustration with the lack of professionalism. He apologized but offered no consolation other than to reassign my claim to another company, ***. I contacted them & scheduled for Dec.29th. They never showed up, never called to explain & never returned my phone call in regards to the no call, no show. I contacted Total Home Protection & was told they would call the contractor to see what was going on. I never received a return phone call. I called them again on January 2 & was put on hold. An automated system advised me I could press 9 to be called back by a rep since their call volume was high at the time of my call. I did so. Today is January 4th & I have yet to receive a return phone call. I called again & spoke to Angel, a sr mgr. He is promises to get the issue resolved. I informed him that if my issue isn't resolved within a week, I'm canceling my contract. I am totally disgusted by the lack of professionalism & poor cust svc with Total Home Prot!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/10/2019COMPLAINT 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 clothes washer on 12/3/2018. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer stated the last time she used it. When asked when that was she was not sure, the representative asked last week, and the consumer agreed. As per the terms of service:
-This Agreement does not cover any known or unknown pre-existing conditions.
-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 11/30/2018. Being that the unit was not working properly the week prior, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 11/30/2018.
In an effort to provide good customer service we assigned a vendor to the claim. The vendor advised the lid switch failed. This part takes time to fail which confirms this is a pre existing failure.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home Protection
Complaint ID: ***
6/11/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. The consumer requested to cancel the policy as per the terms and conditions and was refunded on 1/25/2019. In an effort to provide good customer service we waived the $50.00 administrative fee, which was refunded on 4/26/2019.Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The bottom line is THEY ARE THEIVES!!!!!! They refused to honor their contract and then penalized ME for canceling the policy despite the fact that they did not honor their end of the deal. Several of the contractors they assigned me to never showed up nd the one that did tried some sheisty stuff and tried to do a repair without even making sure it was ok with the company. All this, while time was ticking away, so they could then only issue me a partial refund of the money due to me upon cancellation. They are no better than theives who break into someone's home and rob them. They should be ashamed of themselves. They deserve a lawsuit for their shady business practices. I WANT ALLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL OF MY MONEY BACK!@!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Regards
My refrigerator broke on 12/20/18. Contacted total Home Protection to have the unit serviced. A repair person came out on 12/22/2018 and said the unit needed to be replaced. Total Home Protection denied the claim saying the repair person was not qualified to make the assessment. They scheduled 2 more repair people who never showed. Finally a third showed and said the unit had a bad pump and needed to be repaired or replaced. Total Home then denied the claim due to a Freon leak, and when proven there was no freon leak they denied it again due to previous work being done on the unit. After that was proven to be false they then again denied the claim. Even after having a 3-way call with total home protection and their repair company who explained that the damage to the unit was no fault of my own, they upheld the denial of my claim. I then pushed it and asked for the repair or a refund. I paid a discounted price of $484 for a 1-year home warranty, and they are refunding me $104. They claim that since I had 6 months left on my contract they are going to prorate me for 6 months at full price ($54 a month) and then charge me a $50 administrative fee, leaving me with only $104 refund and a $900+ repair to deal with. This type of service is ridiculous, they fought me every step of the way, making up reasons to deny my claim and then when I when I ask for a refund due to them not meeting their contractual obligations they gouge me on my refund and claim they can't do anything more.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/15/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a refrigerator not cooling on 12/19/2018. The diagnosis concluded that the cause of the failure was the compressor shorted to ground. The vendor reported that there is a service valve installed on a sealed system. The vendor discovered filter dryers had been used on the sealed system as well however the compressor was original to the unit. The failure is a line restriction in the sealed system Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including integral freezer unit, except:
NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection 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.
In an effort to provide good customer service we offered $100.00 good will towards 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