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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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July 25 2018 I purchased 2 home warranty policies from Total Home Protection Ins. over the telephone. The services I was sold over the telephone do not correlate with policies I received in writing. Policies referred as "A" & "B". Policies were paid by my credit card on July 26, 2018 *Policy "A" TERM: 8/24/18 - 8/25/24 (72 months, cost of $24.30 per month) paid $1,750.00 in full with a credit card. Service Call Fee: $0.00 for the first 3 calls & $45.00 on subsequent calls. *Policy "B" TERM: 8/24/18 - 8/25/24 (72 months, cost of $24.30 per month) paid $1,750.00 in full with a credit card. Service Call Fee: $0.00 for the first 3 calls & $45.00 on subsequent calls. When I realized the policies were FRAUDULENT I spoke with various individuals at the Ins. company who went over the COVERED & NOT COVERED parts of the policies. The NOT COVERED part of the policy is written in a way to never cover any claims. I VERBALLY CANCELLED the policies on Oct. 2 2018. In the meantime my property manager, who I had not informed of my policy cancellation requests, had opened 2 claims on policy "B" (one for a leak & one for an Air Conditioner-neither claim was covered). THIS GAVE ME THE OPPORTUNITY TO SEE THE COVERAGE/LACK OF ACTION. I was told the air conditioner was old, well, yea, if it had been new it would've been covered by the manufacturer's warranty. Total Home Protection IGNORED MY verbal policy cancellation REQUESTS. I requested the cancellation by email on Oct. 3 2018 After more phone calls total Home Protection finally cancelled the policies on Oct. 11 2018. A month later-November 11, 2018 I received a partial refund of $1,212.99 (SHORT $488.41) for Policy: "A" AND a partial refund of $1,012.99 (SHORT $688.41) for policy: "B" Since the policies were in place less than 2 months, Total Home Protection should only charge my monthly cost of $24.30 each. ETHICALLY, they should make a 100% refund because of their deceitful practices.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/8/2019
COMPLAINT ID: ***
To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an air conditioner on 7/28/2018 for policy *** stating the unit was sparking. The vendor submitted the diagnosis stating failed compressor and condenser fan motor, shorted to ground and tripping the breaker. This failure is not covered under 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.
In an effort to provide good customer service we offered the consumer $400.00 goodwill towards this claim. She declined, and in an effort to assist further we counter offered $600.00 goodwill which the consumer stated she would think about it.
A claim was also placed on this policy for a plumbing issue on 9/26/2018 stating there was a leak under the bathroom sink. A vendor was assigned and diganosed the failure to be the faucet was leaking. As per the policy faucets/fixtures are not covered.
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.
Please note that the consumer requested to cancel service on 10/11/2018. The policies were opened on 7/25/2018 with 4 months of service. Each policy was for 5 years with 1 additional year added for free. The consumer had the policy for 4 months at the standard monthly rate for this policy at $52.00+ $50.00 administrative fee per term and there were no costs incurred on *** and $280.00 incurred on ***. An applicable refund of would be processed within 15- 30 days.
The consumers policy *** which no claims were submitted, an additional $80.00 will be refunded.
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.
In an effort to provide good customer service, we will charge 1 term administrative fee of $50.00 for each policy and waive the additional terms for $200.00 for each policy totaling an additional refund of $400.00. This would bring the total refund of an additional $480.00.
This offer was given on the last response on 11/23/2018 for complaint *** which the consumer never responded to.
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 additional assistance is required, please call .Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited applicable sections of the policy. All home service contracts have inclusions as well as exclusions.
As per our records the consumer contacted us on 9/27/2018 to advise we were to add the property manager to the policy
notes from policy ***
Oak tree property will be the one calling in to make the claims. When they place a claim we are to charge the card on file the SCF and let the tech know that THP will be paying the tech. 2018-09-27 13:27:09On 10/2/2018 the consumer contacted us to cancel both policies which was processed and the prorated refund was given within 30 days. notes from policy ***Customer Retained - Please review and process goodwill payment accordingly.Goodwill Amount : $ 600.00 offered, customer will call back 2018-10-02 19:09:20 Partial Refund was successful for $1012.99 system 2018-11-10 17:11:41This policy has been cancelled. An applicable refund will be issued within 15-30 days. 2018-10-11 15:18:18
Process cancellation request - Be sure to cancel any active ARB.Notes :Called to make sure the account was canceled. Customer is saying she requested to cancel both accounts on 10/02/18 and it was never done. Advised customer of offer on 10/2 but customer does not want to accept. Refund Amount:$ 1012.99 2018-10-11 14:59:43 notes from policy ***Partial Refund was successful for $1212.99 system 2018-11-11 16:34:43 Process cancellation request - Be sure to cancel any active ARB.Notes : RF amountRefund Amount:$ 1212.99 2018-10-11 16:42:06] 2018-10-11 16:40:30 Partial Refund was successful for $80.00 system 2019-01-25 13:35:48Please note that the consumer requested to cancel service on 10/11/2018. The policies were opened on 7/25/2018 with 4 months of service. Each policy was for 5 years with 1 additional year added for free. The consumer had the policy for 4 months at the STANDARD monthly rate for this policy at $52.00 + $50.00 administrative fee per term and there were no costs incurred on *** and $280.00 incurred on ***. We sincerely apologize for your negative experience, the addtional $80.00 has been refunded. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Total Home Protection is failing to comply with the Policies/contracts Terms and conditions. I verbally cancelled both policies on September 29, 2018 I verbally cancelled them again on Oct. 2...because the business refused to honor the verbal requests, I cancelled again, in writing on October 3 2018. They continue to deliberately ignore my daily cancellation requests until October 11 2018. AND now they are refusing to refund the money they've stolen.
EACH POLICY TERM IS 8/24/18 - 8/25/24.....THIS EQUALS 6 YEARS which equals 72 MONTHS- at a cost for each policy of $1,750.0 which is equal to $24.30 per month. The business claims the contracts are for 5 years and a "free year" (THIS IS NOT REFLECTED ON THE CONTRACT TERMS).....if the contracts had been for 5 years, that would be a total of 60 months (1750.00 divided by 60 months) = 29.16 per month. Not the FRAUDULENT cost of $134.25 per month the "business" is charging me. Some of which is imaginary time.
Now, lets look at the contracts I purchased....EACH Policy I was sold has the following terms
Term: 8/24/18 - 8/25/24
Rate: $1,750.00
Service Call Fee: $45.00 $0.00 for the first 3 calls
REGARDING Policy/Contract Number: ***
I paid: $1,750.00
Refund was: -1212.99
-----------------
the "business" kept $537.01 (1750.00-1212.00=537.01)
The business claims they are charging me for 4 months....that means they are FRAUDULENTLY charging me $134.25 per month ( 537.01 divided by 4 =134.2525). THIS IS NOT LEGAL AND IS NOT ACCEPTABLE.
Regarding the $50.00 dollar cancellation fee....this is a one-time administrative fee per contract NOT FOR EACH MONTH THE POLICY IS ACTIVE. And, it only applies to real calendar months used in the United States of America.
Regarding the months the POLICIES were active: From August 24 to September 24 = ONE MONTH
The business wants to charge for a month before the policy/contract TERM started....so that would make a the SECOND MONTH.
Now, from September 24th to Sept 29th when I cancelled the policies......ok ok, they might explode if they don't steal more money,sooo....FROM Sept. 24 to October 3 when I cancelled the policies in writing IS NOT A COMPLETE MONTH. But the business might explode if they don't steal more money....so this could be the THIRD MONTH they are claiming.
Now, where in the name of anything that is honorable, hmmm, wait, they don't have honor, so, in this case, LEGAL did the "business" make a FOURTH MONTH appear from?
REGARDING Policy/Contract Number: ***
I paid: $1,750.00
Refund: -1012.99
--------------
737.01
the "business" kept $737.01 (1750.00-1012.00=737.01)
In violation of the contract terms and conditions, the "business" is charging me $134.25 per month plus $200.00 for services.
Regarding the "services" of $200.00 being OVERCHARGED.....for this policy there were 2 claims opened, one was for plumbing and one for an air conditioner. There were 2 vendors dispatched. NO WORK WAS DONE FOR EITHER CLAIM. The companies and charges for the address on the policy are the following:
***....In 2018, ***. was charging $98.00 dollars/RETAIL for diagnosis. The commercial price total home protection receives is a lot lower.
*** was sent for the A/C claim. *** charges $89.00 RETAIL for the this type of diagnosis. The commercial price is lower than this.
The $200.00 "service" charge: TotalHomeProtection can have this $200.00. But they need to return the rest of the money they FRAUDULENTLY took.
Regards
Paid for home protection warranty and now comoany will not fix without wantining more money. They used their technician and want except his repair estimate. Been without heat for a week with no end in cite.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/18/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 on 12/29/2018 for the heating system not coming on. Unable to get an available technician with availability we offered her 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.
Unable to secure a vendor we offered the consumer a full refund on the cost of repair as it was a covered claim and the consumer refused. The consumer requested to cancel the policy which was cancelled on 1/8/2018 as per the Terms & Conditions.The consumer will be refunded $1,236.50 within 15 days of the cancellation date.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[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 paid this. Ompany 1700.00 dollars for 5 years ins. Only had the ins for 3 1/2 months and then I paid 45.00 for the man they sent out and then would not let him complete the job. After waiting 3 weeks with no one else sent I I had to pay 865.00 to have it fixed so we could have. This was during winter months three weeks with no heat waiting on them to do nothing. I want my full 1700.00 dollars back that's what it will take to settle this. They want to give us 1200.00 not acceptable.
Regards
Re: ID # *** - ***
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, the consumer received the balance for a full refund on 3/14/2019. For further assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
When the salesman for this company s*** me the policy for three years for $973.19 on March 28, 2018 , he guaranteed that I can cancel the policy anytime without any fees and it will be prorated according to the time. We submitted a claim 2x, which this company refused to cover, stating the repairs needed are not covered by the policy. Today, Dec 31, 2018, I called the company to cancel but Marvin G (c*** be G) claimed I will only get refunded $173.19 because there is a cancellation fee of $150 and that monthly plan that I will be charged for the time we had the policy is $55. He said the $973.19 was the discounted rate. This was not explained or disclosed when I bought the policy. What can I do to stop this company from ripping consumers off.
Revdex.com***
1/2/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for the heating system stating it was blowing cold air on 10/30/2018. The vendor reported that the unit was leaking water internally from multiple joints due to rust and corrosion. 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 the policy on 12/31/2018, as per the terms and conditions of the policy.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
The 3 year policy was opened on 3/28/2018 with 10 months of service at the standard monthly rate of $57.00 totaling $570.00. We incurred costs of $80.00 and $50.00 per term for administrative fees. In an effort to provide good customer service we can refund the 1 pro rata monthly amount of $57.00 and waive the additional administrative fees for an additional refund of $157.00 for a total refund of $330.19.
We at *** have an unwavering commitment to uph*** 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 D ***Toll Free
I purchased home warranty from *** since 6/28/18. Within the past 2 weeks I have 1 out of the 2 hot water heater that went out. The water pressure was low, barely any hot water. I called for service on a Friday 12/14/18. I was assigned to a plumbing company that doesn't service our area. By the time I called back ***, the office was closed. on 12/19/18 they assigned me to another plumbing company. I left several messages and no one bothered to return my call for service. On 12/24/18 I called *** back to let them know that I'm still having hot water heater issues. They asked me to wait until 12/26/18 due to holidays. I patiently waited until the morning of 12/26/18, I was told to wait until 2pm to give *** a chance to call me back. I waited most of the day, I call *** and finally they told me to call any plumber to fix the issue. I got *** out to take care of the issue. After removing and installing the hot water heater, it was discovered that the outlet was corroded shut. ***s is refusing to pay for the service.
On 12/21/18 my refrigerator and freezer died. It was not keeping the temperature low enough. I called for service on Friday 12/21/18 and was told it was after hour, I had to call back on Monday 12/24/18 to get an assigned appliance company to come out. Left messages for *** on 12/24/18, nothing. Called 12/26/18, nothing. I filed a complaint with ***, they asked me just to call anyone. I called *** and they came out same day on 12/27/18. The compressor died, Stephen called and reported the issue. *** does not want to fix my frig. They offer me $150 towards a new frig. What a joke! I'm more than frustrated with this warranty company. Why even buy warranty if they don't want to cover anything? I already paid $1750 per home for 3 of my properties. I would like them to take care of my issues like they advertise. Worst company!!!
Revdex.com***
1/3/2019COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a water heater not coming on 12/26/2018. The vendor reported that the cause of the failure caused from sediment buildup not allowing water to pass through. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR 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.
The consumer placed a claim for a refrigerator on 12/22/2018 stating the unit was not cooling properly. The vendor reported the initial failure was the start overload on the compressor failed causing secondary failure of the compressor to seize. We offered $185.00 for the initial failure as per the policy. In an effort to provide good customer service we increased the offer of $300.00
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.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura D ***Toll Free:
Total Home Protection has done their best to weasel their way out of paying us what we are owed per our contract with them: $505.
Our contract started on 7/9/18 and since then we have had issues with our Stovetop Oven and our A/C Unit.
On 8/11/18, one of the heating elements on our Stovetop range stopped working, so we filed a claim and were told we would be receiving a check for $300 in the mail to "cover the cost of a new range" instead of having the work performed to fix it. We were told the check mailed on 10/18/18. We have yet to receive this check or further communication from Total Home Protection.
On 9/11/18, our A/C stopped working, so we filed a claim and after a lot of back and forth, we were issued $205 to "cover the cost" of our $600 AC condenser. We were told this check was mailed on 11/7/18. We have yet to receive this check or further communication from Total Home Protection.
Since 8/11, I have called at least a dozen times and have been told the same thing over and over again: "Oh! That's odd! It says here that payment has already been sent to you! I'll personally give you a call back next Monday to confirm if you received it or not!" Each time, we have NEVER receive a callback.
On 12/10/18 I emailed a representative at THP seeking mediation and was greeted very professionally, but she also just stated that the checks were already sent out, and would "get back to [me] shortly with an update." That email was received on 12/11. It has been 15 days since I was last communicated with.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/8/2019
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 oven not heating on 8/11/2018. The vendor reported that the cause of the failure was the dual front burner and the burner switch. We offered funds in leiu of repair due to the age of the unit, which the consumer accepted.
A check for this claim was sent on 11/6/2018
The consumer placed a claim for the air conditioner on 9/11/2018 stating the outside unit was not functioning. We received the diagnosis which was approved for reimbursement.
A check for this claim was sent on 11/8/2018.
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.
The consumer has advised us that both checks have not been received. We have verified the mailing address and will issue new checks.
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: ***
February 5,2019
Total Home Protection properly addressed this complaint . We voided the original check that was sent out on 10/19/2018. After verifying the correct mailing address we reissued a new check *** which was mailed on 1/21/2019 through USPS. We sincerely apologize for your negative experience. Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I purchased a home warranty from them back in september. Tonight my hot water sprung a leak so I called them. They told me the tank is not covered even though on the homepage of their website it talks about the cost of water heater replacement as to why you need a home warranty. I was very upset an asked for a refund which they only refunded half even though I only had the policy for six months.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/31/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer contacted us to place a claim for a water heater leaking from the tank on 12/21/2018. The consumer was advised that the policy covers mechanical failures of the unit and if the tank was leaking that was a non covered failure. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer requested to cancel the policy which was cancelled on 12/24/2018 according to the terms and conditions of the policy.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
The consumers 1 policy was taken out 9/26/2018 and became effective 10/26/2018 for $429.00. The standard monthly contract rate is $52.00 and the consumer had additional optional coverage for a 2nd refrigerator for $35.00 per year ($2.92 a month). The total monthly amount of 54.92 x 3 months= $164.76 + $50.00 administrative fee totals $214.76. The consumer will receive a refund of $214.24 within 15-20 days.
In an effort to provide good customer service we can waive the $50.00 administrative fee making the total refund $264.24.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Our claim for repair of our clothes dryer was denied because of a "so called" report by a contractor sent to our home by Total Home Protection.
We disputed this information by their contractor by submitting a second opinion paid for by us.
Their contractor attempted to repair our clothes dryer and it begin to work. These contractor accepted our deductible, our dryer started to run. It was not running at all before they repaired it; however, the next day we saw that there was no heat to actually dry our clothes, so we called them back. This contractor explained what the issue was and said that they would return to complete the repairs, said that they needed authorization from Total Home Protection. When we called the contractors, they would not take our call. We called Total Home Protection who said that our claim for repair had been denied because we did not maintain our dryer. This information was not true as disputed by our second opinion.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/31/2018
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 10/29/2018 for a dryer not coming on. The diagnosis concluded that the cause of the failure was the heating element failed, there was a burnt thermal fuse which took out the control board. It was also reported that the dryer vent was clogged. Due to the vent being clogged it caused the unit to overheat, which caused multiple component failures. Our Authorizations team determined that Lack of Maintenance to the dry vent caused this failure. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;VII. GENERAL LIMITATIONS OF LIABILITYD. 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 can offer the consumer $100.00 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 further questions, please contact us at 1-800-545-0402.Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
This company did not provide the service and contractors they claim they have when I signed up.
The owner Angel was argumentative with me, he yelled and spoke over me. He stated my repairs would be denied always and I would be lucky to get my money back.
The call staff state they have no contractors in Southwest Florida.
I am so upset the way I was treated. They were nothing like what they advertise. I feel scammed.
I have been crying and I am so upset.
The owner Angel was just so rude. I’ve never been treated like this by an owner of a company or anyone.
Horrible.
This company is a scam
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/27/2018COMPLAINT 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 plumbing stating there was a leak in the wall behind the shower handles on 12/13/2018. 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 failure and once approved we would send a reimbursement check upon receipt of the invoice.
The consumer was dissatisfied with the terms of service and requested to cancel coverage. The policy was cancelled on 12/17/2018. A full refund will be given within 10-15 days.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. A full refund was issued on 12/27/2018.
Sincerely,Total 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: False marketing. You do not have providers in SW Florida. I have an ongoing investigation by the Florida State Attorney to prevent others from having this same issue.
Regards
Nov. of 2018 I submitted claim . heater freezing up ( condenser outside) repair man said my inside coil needed to be cleaned Total Home denied claim , so I cleaned coil. Dec. unit still freezing up,submitted another claim. They sent another Company repair man out.This repair man said the defrost board is bad ,had nothing to do with dirty coil witch I cleaned and he said it looked great, but Total Home has denied claim. They said I must have a recite where I paid someone to clean the coil.It has cost me $60.00 each service call and my heater is freezing up. Please Help
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/27/2018COMPLAINT 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 heater not blowing warm air and the outside unit was freezing up on 11/16/2018. The diagnosis concluded that the cause of the failure was the evaporator coil was dirty causing the unit not to produce warm air. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
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.
The consumer contacted us again on 12/14/2018 stating the outside unit was freezing up again. We advised the consumer that proof of repair from a licensed vendor was needed, he advised he cleaned the unit himself. In an effort to provide good customer service we assigned a vendor to the claim. It was reported that there was a bad defrost control. We received pictures which showed the board was completely impacted with dirt & debris. There was damage to the board from blown relays with water damage. With no proof of prior repair and the diagnosis of the failure, this claim was not covered as per the policy.
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 the consumer 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
[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 10/30/2018 I turned on heat in my house and nothing happened.I contacted my home warranty company and submitted a claim.They contracted with Premier Heating and Air to fix the problem. Phone number . They came to my house around 11/3/18 and said there had been a voltage spike which caused several components to fail.I asked how could they prove there had been a voltage spike and was told it happens frequently. I was told by Total Home Protection several days later that the claim had been denied because they only cover repairs to parts that wear out due to normal wear and tear. I was also told that if I did not agree with the diagnosis I could hire a contractor at my own expense and submit a second opinion to the warranty company.I did that and his diagnosis was there was a bad control board that had failed due to normal usage.Since the weather was turning colder and I still had not received any resolution from the warranty company I had the second contractor order and install the control board.He did so on 12/1/18 and the heating unit checked out and ran normal. I provided this info to the warranty company along with pictures.Several days later I was told that they would not cover the claim because the contractor had used electrical tape to insulate some of the new spade wire connections. I have since then cancelled my policy and refused their settlement offer of $61.14 and a signed release not to submit any negative reviews or file any complaints with any consumer protection agencies.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/18/2018COMPLAINT 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 10/30/2018 for a heating system not coming on. The diagnosis reported was the cause of the unit had a surge that caused all the electric to fail inside the unit. It was reported the main board, transformer and 3 safety switches need to be replaced. The vendor submitted pictures which show the control board is improperly installed, wire is connected with electrical tape. Per our policy this failure is excluded from coverage.
Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to resolve provide good customer service we offered the consumer $100.00 goodwill, which the consumer rejected. We then offered 2 free months of service refunded which was accepted then rejected. The consumer wanted the policy cancelled, which was processed on 12/17/2018.
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
Yes. I filed a claim with this company and they sent a serviceman out for a diagnostic. I paid him and he left without giving me a receipt and a copy of his diagnostic. He said the problem was a fuse and capacitor before he left and filed a complete different claim with Total Home Protection. He said he would knock on my door before he left he didn't. I paid him 60 bucks for the diagnostic and he left w/o giving me a receipt or diagnostic papers.. the company refused to repair based off his faulty diagnostic which he said was a blower "instead" of what he told me when he left.(it is snow here and I have yet to get it fixed) It took him 6 days to file the claim.(the so called "supervisors" had to make him file the claim. Also, customer service filed a wrong date that I said incident happened. Customer service refused to give me a copy of his diagnostic. I had someone look at my unit afterwards. the technician..broke my fuse and stole my cap where it went. He did say someone else did it and I never went out to look at what he said because I was with my friend when we looked the day before and I knew no one broke the fuse. The company is a complete scam. I cannot do a charge back and would like my money refunded. I don't even think the technician they sent out was licensed..they said he was..I have pictures of the damage the technician did and the email I sent to this technician to get a copy of my diagnostic and receipt of 60 dollars that was required to pay when he came out. He has refused even when the company has told him to. the company also refused to give me a copy of what he sent in. This business is scamming people all over and everyone that works for them needs to be arrested along with the crook that came out to my house. Please assist me in this matter plzz...The whole company and customer service are scams.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/17/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for the heating system on 11/27/2018. 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 11/22/2018. 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 11/26/2018. Being that the unit was not working properly on 11/22/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 11/26/2018. The vendor reported multiple component failures which could not happen within the start date of the policy.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
This company is terrible. They find dubious ways to get out of paying for services that should be covered. I tried to cancel after 4 months of service. They offered me 25% of my total contract price as my refund amount. They never pair you with a credible contractor. If you can reach the company that they pair you with, they either don’t call you back or they don’t show up for your scheduled appointment.
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Limited Roof Leak stating water was coming into the garage on 10/26/2018. The diagnosis reported there was black mold growing inside the ceiling in the garage, there was water damage to the insulation in the ceiling, there were missing shingles, the flashing was leaking and some nails popped. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
B. Limited Roof Leak
Note: Coverage applies to single family homes only.
COVERED: Repair of shake and composition roof leaks over the occupied living area.
NOT COVERED: Leaks related to patios; porches; decks; metal roofs; foam roofs; shingles; cemwood shakes; cracked and/or missing material; tiles; tar and gravel; flat or built-up roofs; structural leaks; asphalt; gutters; downspouts; skylights; flashing; patio covers; solar components; attic vents; roof jacks; satellite components; antennae; chimney components; partial roof replacement; preventative maintenance. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
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 $75.00 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 ***.
My Daughter and Husband paid for a Total Home Protection plan, which has been paid in full for a 5 year plan. I had to have my HVAC replaced , due to compressure failure. I called they said I would have to find someone. I did and I had to pay for all of cost of service call and replacement. I followed contract faxed all paper work in, and had to email it three different times. and they refuse to pay any of bill as per contract. they did the same with my refrigerator, And dryer.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/13/2018COMPLAINT 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 9/21/2018 for an air conditioner not cooling. We received the diagnosis that the compressor failed.
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 9/7/2018 Coverage went into effect on 9/1/2018. This type of failure takes time to progress and could not have happened within the 6 days the policy was in effect. Our Authorizations team determined being that the unit was not working properly on 9/7/17, 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.
As per the terms of service:
- This Agreement does not cover any known or unknown pre-existing conditions.
- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
In an effort to provide good customer service we offered the consumer $300.00 goodwill which was accepted.
The consumer also placed another claim on 9/21/2018 for the refrigerator not cooling. We were advised by the consumers vendor that the failure was a defrost thermostat which failed due to a power surge. As per the policy this is a non covered failure
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 order to assist the consumer we offered $100.00 goodwill which was accepted.
The consumer placed a claim for a dryer on 12/6/2018, 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 the unit and once approved, we would send a reimbursement check upon receipt of the invoice. Due to the consumers concerns we offered $300.00 goodwill to put towards the repair or purchase of a new unit, 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
This company is a complete joke and reading reviews on them online as well as other Revdex.com Complaints, I am not the only one being run through the ringer. We pay for a really good policy on a house we just got possession of. We pay them monthly, they refuse to help in any way for a heater problem. We turned the heat on at the first sign of cold and the furnace goes out. We contact Total Home Protection, they send some random guy out.(Have to take time off of work and not get paid, plus pay him on top of that.) He states it is a maintenance issue. What do you mean a maintenance issue? We just got this house and this is the first time the heat has been used and it doesn't work. How is that a maintenance issue? THP Refuses to help tells us we can pay for an independent person out of our own pocket and they will reimburse us if the other guy tells us it is a different issue. we hire a guy out of our pocket, take more time off of work for him to find multiple things wrong with it that have to do with age, wear and tear and NOT maintenance issues. we send that to THP and they still refuse all the way up to a supervisor to pay for anything or help in anyway. state that it is a maintenance issue. The replies on Revdex.com are standard form letters, which means they truly don't care about their customers. They had better coverage or so we thought and that is why we went with them. Back to AHS instead. I want to be compensated for everything we have ever given them, plus the money we had to pay for first and second guy, plus time off of work. Also to actually pay for the AC/Furnace like they should repair or replace. this is their response. 'Big ticket item, deny.' Refute claim, big ticket item, '***.'
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/14/2018COMPLAINT 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 coming on 11/10/2018. We assigned a vendor who reported the diagnosis concluded that the cause of the failure stating an incorrect thermostat was installed for their type of unit, also states the control board was bad causing the unit to continuously run. We were also advised the filter was clogged as well. Our authorizations team determined the failure is with the Nest thermostat that is not the correct unit for the system as the system is a heat pump unit and the straight cool nest is what was improperly installed. The improper installation is causing additional strain on the control board which is causing the blower motor to continually run. There is dirt & debris build up on the unit causing the malfunction. Per our policy this failure is clearly excluded from coverage.
The consumer requested a second opinion, we advised they can get a vendor out and to have them contact us with their diagnosis. Their vendor advised there was a failed reversing valve, the blower motor was pulling high amps. They also reported it was dirty and had visible burn marks. Also reported there was a pitted contactor and a weak capacitor.
Please see the referenced section of the policy below;
V. COVERAGE
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.
R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.
The consumer requested a second opinion, we advised they can get a vendor out and to have them contact us with their diagnosis. Their vendor advised there was a failed reversing valve, the blower motor was pulling high amps. They also reported it was dirty and had visible burn marks. Also reported there was a pitted contactor and a weak capacitor. Our authorizations team determined in accordance with the first diagnosis this was a non covered failure due to the lack of maintenance.
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 refund 1 month of service for $35.88.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have a home warranty with Total Home Protection that was contracted at the end of September,and was stated by sales rep, which is no longer employed at the company, that I would need to wait until 30 days to process any claims. Which I understood. I filed a claim for service for an electrician. The electrician came and stated I needed, 4 breakers,which are two double breakers. He called it in and they stated, they were not paying was too soon. So I called and I spoke to a supervisor, the supervisor said it was pre-existing. I told them it was not. Spoke to Manager to cancel contract,explained to Manager I just purchased this home with an Inspection, and this was not Pre-existing. He just offered a waiver for no payment for next call.This is why I purchase a Home Warranty to get things that break fixed.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/6/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for an electrical system advising there was no power in the kitchen on 11/30/2018. The diagnosis concluded that the cause of the failure was 4 breakers needed to be replaced, they were locked into place, unable to be reset or turned on/off. Our Authorizations department determined with multiple failures this was pre existing to the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.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 for this non covered failure, we offered the consumer a free service charge fee which was accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I bought a home warranty that covers issues with plumbing through Total Home Protection. I had an issue with my master bedroom shower faucet that it is constantly leaking/running. A plumber came to my house and saw the problem. The plumber suggested I repair the issue myself because it would be to much work for him to repair the issue and he wasn't sure that my warranty would pay for his efforts. The plumber collected the $60 service charge and indicated that Total Home Protection will call me to discuss. That hasn't happened. I have been having a very difficult time getting a hold of someone at Total Home Protection and the issue isn't resolved. Claim #: ***. The claim was created on 11-17-2018.
To Whom It May Concern:Please close this complaint. The issue was resolved on 12/6.Thank you for all your help.
Our dryer went out in late September they couldn't fix it so they were gonna replace it. We were suppose to get 299.00 refund. I have called them multiple times and get the same run around its in the mail should get it within such and such date now remember I called 3 times. Here it is November 30, 2018 and still no check when our contract is up we will not renew. My advice to anyone is not to use them. We thought having this coverage would be a good thing but with this company it is not so needless to say we will be looking into other companies.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/6/2018COMPLAINT 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 9/21/2018 for a dryer not staying on. The diagnosis concluded that the cause of the failure was the vendor was unable to remove the blower wheel from the motor. The blower wheel is plastic and seized to the motor. Authorizations determined the unit was not worth the repair and a buyout in the amount of $300.00 was offered and accepted on 11/5/2018. The check is sent within 15-30 days and was mailed on 11/27/2018.
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.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:They finally did send us the check. Thanks for your help greatly thankful.
Regards
I purchased a home warranty from this company who claimed to offer repairs for break down of home components. I have called for service 4 separate times of which they were ALL denied service for some odd reason or another that made no sense. Hence causing me to pay for the warranty AND a service fee for each call. My home is only 19yrs old and in general GREAT condition and kept maintained. I feel the company is running a SCAM and should be out of business so people are not ripped off like me. It's a bait and switch routine. Then when I tried to cancel after the 2nd month, I was told I'd incur a fee of over half the total amount I paid. Shameful
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/4/2018COMPLAINT 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 not heating stating there was a leak in the home on 9/2/2018. The diagnosis concluded that the cause of the failure was the bathtub faucet was leaking. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
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 placed another claim for an Air Conditioner on 9/4/2018 stating the unit was not cooling and leaking. We assigned a vendor and we received the diagnosis stating the indoor coil was leaking. The consumers policy started 8/22/2018 and this failure was determined to be pre existing to the policy as this failure could not have happened within 13 days of the policy being in effect.
VII. GENERAL LIMITATIONS OF LIABILITY
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
The next claim submitted on 10/5/2018 was for plumbing stating there was a leak in the home. We assigned a vendor and the diagnosis was that the condensate line for the air conditioner was leaking. The policy covers mechanical failures and unfortunately this was a non covered failure as per below.
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer two free service charge fees which was accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[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
Approximately 2 weeks we filed a claim with Total Home Protection for our heater that was not working. At first they supplied us with a company that no longer accepts them but 2 days later we were supplied with another company that does. The technician came to my residence Monday 26 November 2018 and determined the issue to be a bad blower motor. He took the required photos and sent them to Total Home Protection. The technician warned me ahead of time about this company. The next morning the technician called me and informed me he received a call from total home protection and that they were denying my claim due to "excessive dirt around the wiring." I spoke with the technician regarding this and he sent me the pictures and told me that this was not true. The technician was upset this company was trying to do this to me and called the company himself and explained why they were wrong. Still, even after this, the company still denied my claim and I had to come out of pocket and pay for something my warranty company claims they cover. I am sure they will give a BS answer to this but the truth is in the pictures and with what the trained technician see's. When I called for a refund they would only refund a portion and offered me $75 as compensation. This company does not honor their policies and look for loop holes in order to get out of paying for high priced issues and then offer monetary compensation because they know they are in the wrong. Thank goodness for laws that cover this situation.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/11/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a heating system not heating on 11/15/2018. The diagnosis concluded that the cause of the failure was the blower motor failed. The vendor also sent in pictures that determined moisture droplets on the motor and evidence of moisture/mold growth on the start wires to the motor and the board. As per the policy this failure is non 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.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered $100.00 goodwill towards this non covered failure, which 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: ***
I am rejecting this response because:
Good afternoon and thank you for following up. I will tell you that there is a reason this company has an overwhelming amount of complaints and a low rating. The main reason is dishonesty. When I spoke to customer service (manager) it was explained to me that the reason for the denial was "an extreme amount of dirt build up around the wires." When I contacted the technician (company Total Home Protection had us use) he responded to my text message with "That is a bunch of crap in my opinion. That unit was mighty clean. I'll send you pics. That's how they get out fixing it......." and "That not severe build up just some moisture from over time. No dirt or anything on unit insulation as you can see in pic. That's pretty crappy. I won't accept no more jobs for them if they gonna do there customers like this." As you can see the company gave me and the technician one story and you guys a comely different story. I had to come out of pocket $425 to get heat in our house that should have been covered. This company sure took my money with no issues and never once went over with me what is and is not covered. They cited their rules yet was not given these rules to review prior to signing up. They are frauds by the very definition of the word. I will use their initial response to me and the technician along with this new reasoning they provided to you to recouped my mo e through legal channels. They should not be allowed to remain in business ripping off the very customers that keep them in business. For all of the above mentioned reasons, I do not accept their response as it is total BS. Thank you for your time and assistance with this unfortunate matter.
Regards
Complaint: ***
6/11/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. The offer of $100.00 good will is still available if the consumer would like to accept at this time. For further assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
THP did not honor the warranty
Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
A technician was dispatched for the Heating system not turning on and smoking on 11/13/2018. The diagnosis provided including pictures, determined the unit was caked with dirt and debris and it was determined the failure was non covered due to lack of maintenance. As per the policy failures caused by lack of maintenance are 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.
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.