Total Home Protection Reviews (%countItem)
View Photos
Total Home Protection Rating
Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Total Home Protection
Add new contacts
ADVERTISEMENT
Before we purchased our new home I was looking for the perfect Home Warranty company and asked around for quotes. However, we did complete the purchase of our home and at the time purchased a Home Warranty. Total Home Protection Home Warranty was not the one we selected. I have received phone calls from them almost daily, and sometimes multiple times a day as well as text messages. I have answered and texted back and asked them to remove me from all of their lists and that I do not need another Home Warranty, but they have never stopped calling and texting. They repeatedly and continuously contact me to try to sell me their warranty.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/30/2018
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.In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and to make sure it is removed.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
My AC unit has been taken care of yearly by a home warranty company for years. I canceled service with that company and switched to Total Home protection in April 2018.
We had one claim and it was for the AC unit, service was declined due to the condition of the unit according to the company sent out to service it. The claim was denied by Total Home Warranty and the company sent to service the AC unit. I agreed to have service done that I would have to do befroe they would service the unit, but they denied that also.
I paid $35.33 every month thinking I was covered if anything goes wrong, I guess I was wrong.
When I got nowhere with them I requested a refund of my last payment, that was 11/6/18 and have not seen a cent.
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 Air Conditioner blowing warm air on 11/5/2018. The diagnosis concluded that the cause of the failure was both coils are extremely impacted and deteriorated, failed disconnect box, failed defrost board, blown capacitor and the condenser needs to be leveled. Per our policy this failure is clearly excluded from coverage. It was determined the claim was non covered due to lack of maintenance to the unit. 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.
In an effort to provide good customer service we advised the consumer he could submit a 2nd opinion diagnosis, which was rejected. We offered 2 months of service free which the consumer declined. The consumer requested to cancel the policy which was cancelled as per the terms & conditions of the policy on 11/11/2018. We are refunding 1 month of service $35.00 within 15-30 days.
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 absolutely horrible. My policy is under *** at *** Millville, PA ***. if you pay a contractor yourself, then submit for reimbursement it takes forever to get your money back. then went to get something else fixed and they say they assign it in 2-3 business days. it took three weeks, then the company they assigned called me and said due to ongoing issues with total home protection, they are no longer doing business with them. Then rather than find someone else they just closed my claim never tried to contact me. Then I try to cancel on 11/27/18 around 6:00PM and the gentleman says I have to pay back everything they paid out in claims which was $200. He said it says that on my policy under cancellation and it does not say that anywhere. I checked. I can provide a picture of cancellation policy if needed, I still have my whole policy. I said I will stop payment then he threatened to put a lien on my house if I stopped payment and it went to collections. I cant apply policy number cause it is telling me its a social security number. That gentleman should be fired. I wish I could give his name but I could not understand him that good. They should reimburse me everything I paid in in monthly fees minus the $200 they covered for septic pumping. You should never threaten a customer.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/5/2018COMPLAINT 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 a water softener on 9/17/2018. Unable to get an 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 not satisfied, so we offer a free month of service as a courtesy, which the consumer rejected and wanted to cancel the policy. The policy was purchased on 6/20/2018 with 5 months of service at $49.50 totaling $247.50. There was $200.00 costs incurred by us and a $50.00 administrative fee. As per the terms of the policy below no refund was due
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: (***www.totalhomeprotection.com
[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: never was I advised on this situation for reimbursement. The company they set us called me to advise me due to on going issues with total home protection, they will no longer do business with them. Then after that I was never contacted, the claim was just closed. After all the issues I was having with them after not having anyone that does repairs in my area. After they told me they had people in my area after first signing up. Then this company that did go through them said they will no longer do business is when I had enough and wanted to cancel.
THEN THEIR REPRESENATIVE CONSISTANTLT THREATENED ME WHEN TRYING TO CANCEL SAYING HE WOULD EMPTY MY BANK ACCOUNT. WHAT KIND OF BUSINESS IS THAT.
ALSO TAKE NOTE TO THE GOVERNMENT ACTIONS GOING ON WITH THEM THIS COMPANT IS RED FLAGGED THROUGH THE Revdex.com.
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We apologize for the confusion, no funds can be taken from your account that are not authorized. No refund was available as costs were incurred by Total Home Protection.
The policy has been cancelled since 11/28/2018.
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
During the Week of November 5,2018 I filed a service claim for a water heater repair. The technician came on 11/12/18 and replaced a wire, however, that did not work, I went from having warm water to cold water. Since them the company has been giving me the run around.I called the company on 11/21/18 and was told that the technician was not responding to their communications,at which time I asked them why didn't they send someone else. This was my 2nd request for another technician. The technician later contacted me stating that he needed to take pictures of the unit, I advised him of what was said and he indicated that that was in corrected that he was in fact in contact with them four previous times. I called the technician immediately after this conversation and left a message indicating that I would be available on 11/23/18 for him to take the pictures. Neither the technician or Total home contacted me. I contacted Total Home today, The customer service Rep Jasmine forwarded my call to Beth the supervisor who stated that they did not receive my payment which was due on 11/25/18 and until this monthly service payment is made they will not provide service. At the same time they have failed to provide a service for which I have been paying to receive. Please look into this. Thank you
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/11/2018
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 for a water heater not producing enough hot water on 11/8/2018. We were advised the vendor came out and we received a partial diagnosis. We have dilegently tried to get the remaining diagnosis but we have been unsuccessful.
In an effort to provide good customer service, we are currently in the process of getting a new vendor assigned and will waive the service charge fee. As a courtesy we will waive January's payment of $48.45.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I received a call from STephanie, a supervisor
She has stated that I would have to find my own tech and pay out of my pocket for the replacement at which time they would reimburse me at their fees. I told her that this is not stated in their policy agreement she said it’s not but it will be on the reimbursement form. I told her this was unacceptable and bad business practice. This should be disclosed with appropriate transparency and not a switch and bait. Since they cannot meet their obligations then if I am to pay out of my pocket I should be reimbursed fully.
Regards
On October 27, 2018, I contacted Total Home Protection (THP) to report that my Heating unit (HVAC) was no longer heating my home.
Unfortunately, the company has not honored their service agreement, as my unit was not repaired. My family and I were without heat for a month. I have received less than par service. A total of 2 technicians have been to my home. The first technician, employed by THP, misdiagnosed the system. He also removed a part from my unit that he said he would repair after speaking with THP. He provided details to THP that the problem was due to lack of maintenance because dirt was within the unit (that is outside if I might add). If this was the case, why did he remove my system’s part? THP said it would not repair the system because lack of maintenance voids warranty coverage. They would only consider repairing the system if a second opinion was given. I had to call the technician multiple times as he did not return my part nor did he say when he would return it. I finally reached the THP technician and he said he would reinstall my part in my unit. I had to pay out of pocket for a second technician to diagnosis my unit. The second technician informed me that the part the THP technician removed was still missing from my unit. I had to call him once again and request my part. The second technician said that the heating element was cracked which was causing the outage. Once THP received the second opinion, they still would not repair my unit. They exclaimed that the new diagnosis was also not covered. When I originally signed up for service I ordered the platinum protection plan. The sales agent for THP explained that it covered basically all malfunctions with all appliances, plumbing, and electrical problems in the home, to name a few. I even asked the sales agent about coverage on the HVAC system for example freon coverage. He explained that the HVAC system’s freon would be an additional charge per pound that’s needed but everything outside of that is covered. He said, all that you would be responsible for is a service charge. This is false advertisement because this company would find any loophole to avoid repairing/replacing what’s broken. The highway robbery that this organization is allowed is beyond imaginable. If I pay for a service and hold up my end of the bargain, why shouldn’t this organization be held to the same standards? This is what I pay this company to do, cover my appliances once they no longer function. I am not expected or asking for anything unreasonable. The THP technician did finally return my system’s part that he removed. I have cancelled service with this joke of a company. My question… if the unit is broken and cannot be repaired, why wouldn’t they replace it?? This is what I pay this company to do, cover my appliances once they no longer function. I am not expected or asking for anything unreasonable. What I want and need from this company, an apology from upper management and I need to be reimbursed for the HVAC system that I had to pay for out of pocket. This is a total of $5,160. I will consider this theft if this company does not reimburse me. Sales agents give false information just to get you to sign up for THP so they can get a commission. The promises of repair are constantly played on THP’s hold music. Companies like Total Home Protection should go back to the business blue prints on how to honor quality service and to respect loyal customers’ time and money.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/30/2018COMPLAINT 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 10/27/2018 for a Heating system not coming on. We assigned a vendor who advised the blower motor failed. We were also advised the motor and fins were dirty causing the motor to fail along with the limit switch The diagnosis concluded that the cause of the failure was from lack of maintenance of the unit. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
In an effort to provide good customer service we offered the consumer $100.00 goodwill, along with a free service charge fee which was refused. The consumer advised he would get a second opinion. The vendor advised there were several cracks in the heat exchanger.
B. Heating System
Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heat exchangers; heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.
The consumer requested to cancel, in order to assist we waived the $50.00 administrative fee and cancelled the policy.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The purpose of a home warranty per there hold messages and sales representatives is so that the consumer “won’t get caught holding the bag for when unexpected repairs are needed I.e. HVAC units”. When the initial claim was made and their contracted company showed up, the problem was misdiagnosed. I was then made to believe that the fan blower was the only problem. After the technician removed the part from inside the unit is when it was discovered that it was dirty and not neglected. After this was brought to THP’s attention is when they instantly denied the claim. Go figure! As a consumer of any home warranty, a home owner or anyone with some savviness to believe that a piece of equipment that resides solely outside is not to have collected some dust??? How can this be a legitimate reason to deny service? After not accepting BS from this organization or anyone associated with this outfit, I proactively got a second opinion in which this was another expense I endured. Only then is when the unit was properly diagnosed as to what the problem was. It was documented and forwarded to Angel @ THP. Shortly there afterwards, I received another denial because they conveniently don’t cover heat exchanges!! Now the question is, what do you cover? It appears they cover parts such as limited switches, fan switches,& other minor ancillary parts that cost roughly $40 to replace plus labor. Now we arrive at the question what’s the point of a home warranty when anyone can replace a $40 part without having a home warranty. This company has debited my account monthly with no problems and has hoodwinked me about their services!!
Regards
In reference to my Total Home Protection Policy # *** for my rental property at ***, Virginia Beach, VA ***, the microwave was not working as of late August 2018 and claim was filed with Total Home Protection, Claim #***. Total Home Protection referred me to at least 4 or more contractors on separate occasions, none of whom would follow through on the repair. Finally, Total Home Protection said I could find my own contractor and file for reimbursement. The total amount that Total Home Protection is offering me for reimbursement is $189 but the Total cost of replacement and installation was $541.14 and was accomplished on Nov 16, 2018.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
12/5/2018COMPLAINT 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 microwave not heating on 8/27/2018. The diagnosis concluded that the cause of the failure was the magnatron and capacitor failed. Our Authorizations team determined with the age of the unit and multiple component failures the unit was not worth the repair and the consumer was offered $189.00 buyout. The consumer was not satisfied so in an effort to provide good customer service we also offered to lower the claim service charge fee which the consumer accepted.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have repeatedly asked them to remove me from their robocall lists. Yet they KEEP CALLING ME! My cell phone does allow me to block them, but somehow their voicemail messages STILL COME THROUGH. This is not only angering, but I just got yet another one from a *** number. Calling that number back doesn't go through because it's not a valid number. It's like they're spoofing their caller IDs so they can get around whatever loophole they can get around so they can avoid getting in trouble? I don't think so. I've had to call their actual number *** only to be transferred to a rude jerk to get my number off their list. When I asked will it actually work because THIS IS THE THIRD DAMNED TIME I'VE REQUESTED IT...he hung up on me. So I am filing this complaint in hopes that it gets somewhere. Your questionaire said
Complaint IDTo 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.In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and to make sure it is removed.We at *** 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 D ***Toll Free:
[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 disagree with the canned response that there are "two sides to every story." That seems like a load of hogwash. I have asked several times for you to stop calling me, but I still got calls. We'll see if I get anymore calls/voicemails. But for now, we'll call this good to go.
Regards,
Steve Jann
As a veteran, I tried to support a veteran backed company and the service was horrendous. I purchased a platinum package warranty through “Total Home Protection” for $999.00. I called to purchase the warranty on September 6, 2018 and was charged on September 10, 2018.
Coverage Summary:
Property Type: Single Family
Term: 10/6/18 – 4/6/22
Rate: $999.00
Service Call Fee: $45
About a month into the warranty; Oct.6, 2018, my AC went out and I called to have repairs done. The agent informed me that the contract wouldn’t take effect until a month after purchase so, I had to call customer service to dispute this service. They agreed. During this time, it took about a week and a half to maneuver through their widgets of having a tech come out to review my unit. Finally, two weeks later a tech came out I paid the service call fee and he reviewed the unit. The warranty company decided that the repair needed wasn’t covered by the warranty. At that point, I called the warranty company and requested to have my warranty cancelled. The resolution department strong armed me into retaining the service by indicated that if I was unhappy after this service, that I would be able to call back and cancel my warranty without any penalties. The company agreed to pay 20% ($120) of the total of $600 charge to repair the unit. I paid the remaining balance and the service tech commenced to repair the unit. About two weeks later, the weather shifted and became extremely cold. I called the warranty company to have someone come out and service the unit. After taking about a week to schedule a tech to come out and service the unit. I was back in the same position again. I paid the $45 service fee to have the technician to evaluate the unit and report back to the warrant company. The outcome was identical to the last time, the warranty company declined the authorization to repair. So, I decide enough is enough and called to finally cancel for good. The company tried to strong arm me into retaining the service again and once I passionately indicated that I no longer wanted their service. The Sr. Manager become disgruntle and aggressive and told me that I could cancel but all I would be refunded was $297. Very disappointing, being that I have had nothing but dissatisfying service from day one. They are very deceptive in their practices and berate you if you don’t agree with them. Watch out for this business.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/23/2018
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 for an air conditioner on 10/15/2018 stating the downstairs was not getting cool. The vendor submitted the diagnosis stating the electronic damper failed on this split system. This failure is not covered under the policy
V. COVERAGE
B. Heating System
Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heat exchangers; heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.
In an effort to provide good customer service we offered to goodwill half of $102.50
The consumer requested a claim on the same system for a heating issue. We dispatched a vendor and the diagnosis was the defrost board shorted out. The unit was confirmed to be under a manufacturers warranty for this failure. This was determined to be a non covered failure as per the policy.
VII. GENERAL LIMITATIONS OF LIABILITY
Q. This Agreement does not cover repairs or replacements of any item covered by other insurance, warranties or guarantees, including but not limited to, manufacturer’s, contractor’s, builder’s, distributor’s, or home warranty. Our Coverage is secondary to such insurance, warranties, or guarantees.
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 policy was purchased on a 3 year policy with 6 months addred for free on 9/6/2018 and the consumer requested to cancel on 11/20/2018. The standard contract rate for this policy is $60.00 + $50.00 per term administative and any costs incurred totaling $227.00. The refund is $442.00 We apologize for the error in the calculation of the refund and in an effort to provide good customer service we will waive the admistrative fees making the refund $592.00.
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
[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. I will be contacting the business to complete the resolution. Thank you for reviewing this case.
Regards
Was sold this insurance based on repair ($45 per service call) or replace. I was told didn't matter how old the appliance (repeatedly asked and repeatedly answered in the affirmative.
Had a claim (oven) waited two days to have a service tech assigned then told no service techs in my area (southern Maine)complained Angel S called me and found a tech. Gave me the wrong phone# and non-existent email address. Found a number for the guy myself had to call multiple times to get him to come. Before he came the oven would broil and convection bake but not bake,1 week before Thanksgiving. He came tore the thing apart said the control module was bad, called the company gave them the part#, which they determined was the baking element. They called back before he even left (fast response) and said they determined that I would get $169 for my (repair OR replace) wall oven. Directed to read my policy! Something about the average cost of the part and labor (not replace) I offered to give them the part number of the actual part. They didn't want to hear it, and reminded me that Total Home Protection is the sole determiner of what is needed. You'll be getting a check. Did I mention, that after the tech left the oven would no longer broil, convection bake. In short, false advertising (repair or replace), short changed on the part and therefore on their own contact requirements, shoddy(in the extreme) service.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/30/2018COMPLAINT 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 oven not heating properly on 11/14/2018 stating the last time working properly was 10/10/2018. The diagnosis concluded that the cause of the failure was the bake element would not work due to the control board failing. We were advised by the vendor that this part was no longer available. As per the policy if parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We offered the consumer $169.95 which the consumer accepted. As per the policy
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: As I said in my initial complaint: A) the plan advertising was misleading "repair or replace," is not repair or buyout based on the least expensive part, and B) the direct cause of the oven failure was the control module, not the bake element. In fact, the bake element may have had nothing wrong with it and the bake element was one of only two parts that were available for that oven on line. Therefore, the average cost of replacement should have been based on the cost of the control module and installation, a higher basis.
Purchased THP, filed a claim in September for my refrigerator. They sent out 3 contractors and we even paid out of pocket for the parts, because the contractor and THP department said that they can't get the part and THP will reimburse us within 15 days and that was 10/15/18. As of 11/19/2018, still haven't received any refunds. Poor customer service. Currently to date my refrigerator is not repaired and now I have to find my own company because the company that I am paying a service for can't find a repair company and want to still try and send the other incompetent companies out to repair it. How pathetic is this company and its empty promises.
I have a family member who is ill and requires the medication to be refrigerated and I had to go out and purchase a compact refrigerator to store the medication. It is becoming very costly with the food that we had to throw away and the loss of pay because we had to take off of work.
I have even paid for 2 properties; 1 with a 3 year contract and the other with a 1 year contract.
I will be canceling the one for the 3 year service and once this refrigerator is resolved, I will be canceling this service.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/26/2018COMPLAINT 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 refrigerator having ice buildup on 9/24/2018. 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 9/23/2018. The diagnosis there were multiple component failures, temperature sensor and heater failed. Per our policy this failure is excluded from coverage.
-This Agreement does not cover any known or unknown pre-existing conditions.
-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 9/18/2018. With multiple component failures this shows the unit did not enter the policy in proper working condition when the claim was called in on 9/24/2018 with the last time working properly being 9/23/2018.
In an effort to provide good customer service the consumer purchased parts that we offered goodwill in the amount of the parts and labor. Parts were $97.62 and labor was authorized for $85.00, totaling $182.62. The consumer submitted additional failures which are not covered in addition to the initial non covered failures. We can offer $200.00 goodwill for this claim or cancel as the consumer requested according to the terms & conditions of 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.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The refrigerator was in working condition and covered under the contract. It was the freezer with the ice build up at the bottom and not a pre-existing condition. It was on a Sunday when I noticed it and I called on a Monday during business hours. If it wasn't covered under the plan, they would have never sent out a contractor to make the repairs. Contractor came out, who was very rude at that. All he did was de-ice the freezer and instructed us to leave it off for 6 hours to fully defrost. While he was here, I saw him look up something on his phone a part and write down a price on an invoice. However did not give it to me, he just provided me with the receipt of my $45 deductible. One week later, on a sunday again, the same issue occurred. I called the company after they informed me that I could make my calls on Sunday's. I had asked for another contractor due to the original one did not fix the problem and come to find out that he submitted a work order for circuit board, which we were never aware of this. No one informed us what the issue was and we never received a call back from either Total Home protection or the contractor to get his issue rectified. THP sent out an email with another contractor who they had gotten in contact with and that was another circus in itself, with the contractor making the appointment on a Wednesday, they never came out or called to inform us that they are not going to make it. Then they made the appointment, the tech stated that we needed a thermistor and a heating element. We never heard back from THP, when we called them, they stated that the contractor or their parts department can not find the part to order. So my husband and I had asked what are the parts number, we went on line and found it. We called THP spoke to Kevin Krilla, he stated thats great, if you order and pay for it, we will reimburse it to you. That was in October, still have not received any reimbursement from THP. I have documented emails of all that has been occurring through the entire process. We received the parts within 24 hours, and then the inconsistency of the contractor occurred again. This ordeal went on for weeks trying to get them out and finally the contractor stated that they are not coming out due to THP has not paid them and they dropped them at a time in the past. Then THP, called another company Affordable Appliance, who stated that we are too far for them to come out. After a few more weeks, They ended up coming out and installing the parts that was diagnosed by the other contractor, which made the refrigerator now not work properly (it is the temperature of a wine cooler and the freezer temp as a fridge) not just the icing of the freezer. So we continued to call back and forth for them to come out and actually diagnose the issue and repair it. They finally came out and the tech said it is the circuit/control board. When I called THP, they said they are waiting for the invoice to get the part numbers and for the company to come back. We had to constantly call them due to not answering. I then finally got a hold of the owner, Manny and he stated that he hasn't gotten paid, so he will not be coming out as well. Then they called another company and he just as rude a the first guy and refused to come out due to too many contractors on this project. This ordeal went back and forth for 2 months and is ridiculous. THP stated for us to get someone to fix it and they will reimburse us. I refused because until this day, we still haven't received reimbursement of the $97.62 for the parts we paid out of pocket. I have emails going back and forth from THP, that states the entire scenario.
This is what I am asking for due to their negligence, I want a full refund for both of the properties that I had paid for which totaled roughly in the amount of $1700 back in August. I want my reimbursement of the parts we paid for and I also want a new replacement refrigerator, since no one seems to be able to fix it and it states it in the contract.
Again, If the company is saying that some of the repairs are not in covered, then why did they have a contractor try to make the repairs?
If you provide me with an email address, I will forward all the emails back and forth from THP.
Regards
Complaint ID: ***
6/11/2019
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience. The vendor reported he went back out multiple times after the repair and there was no failure with the unit. The consumer was refunded their reimbursement on 11/27/2018. For further assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
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 IN 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 the policies were finally cancelled Oct. 11 2018.
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
11/20/2018
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 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 consumer had another 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.
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
I placed a claim over one week ago about my washer and they placed a service provider that was not allowed to service my machine. I called total home protection and they said that they would send a new vendor within 24 to 48 hours. This was 5 days ago and when you call their phone numbers you get a machine telling to wait and they finally put you through to a healthcare organization.
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer placed a claim for a clothes washer on 11/8/2018. Unable to get a vendor with availability we offered her to go through reimbursement, where the customer would contact their own vendor to diagnose the unit and once approved for repair we would send a reimbursement check upon receipt of the invoice.
In an effort to provide good customer service we will waive the service charge fee.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at
On July 2018 I purchased and paid in full ($1625 x 2 = $3250) two six year warranties for both of my properties. On Sept. 24 I filed a claim about a washer/dryer not working. The next day, Sept. 25, a Tuesday, after personal examination, I realized the issue was electrical. I called THP, cancelled first claim and began second claim. I waited a minimum of 48 hours. I never heard from them. When I called them after four days I was told that they could not find a contractor in my area to service me. This was a huge red flag to me as I live in a large city outside Minneapolis/St. Paul. After speaking to an electrical contractor I know, he explained many contractors do not wish to work with warranty companies because of the dickering and hassles they must endure to get a job accomplished. Per contract agreement, I sent two letters requesting cancellation of my contracts certified mail on October 16, 2018. I waited a minimum of two to three weeks to hear from THP, but they did not email or call me. I had to call them. I had to contact them and spoke to a man named Angel S. He tried so desperately to keep me as a customer and offered to pay me $250 for the inconvenience I had endured. I thought about it for a day and decided not to accept the offer. I told Angel I wanted the entire amount of money owed to me minus a $50 administrative fee per contract. Since I had not had any claims answered or completed, I expected to receive $3150 for both contracts. Then I was contacted by a man named Kevin offering me more money to keep my contracts. At this time I backed very suspicious and harassed by THP for wanting to cancel. Kevin then told me I would only be refunded a total of $951 for each policy I paid in full at the rate of $1625.00 even though I had no claims completed. His explanation was that I was also being deducted over $100 for each month that I was on the policy since July 2018. At this writing, because of their delays, we are talking 5 months. I call non performance and fraud on THP. BAD!!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/19/2018COMPLAINT 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 a washer on 9/24/2018 stating that the washer and dryer were not working. We were contacted the next day 9/25/2018 that it was not an appliance issue but an electrical issue with the outlet in the laundry room not working. Unable to get a technician with availability we offered her to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice.
We were advised by the consumer that she hired her own vendor and did not have to pay anything. The consumer was dissatisfied with the terms of service and requested to cancel coverage. In an effort to provide good customer service Total Home Protection offered $250.00 goodwill towards the claim which the consumer declined.
The consumer requested to cancel both policies. She was advised of the cancellation terms as per 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.
We apologize that we did not have a vendor available for service, and in an effort to provide good customer service we will refund as requested $1,575.00 per policy totaling $3,150.00 within 7 days.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[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 contacted this company to fix my dishwasher in August and it still not fixed in November. The company and technician they assigned to the Repair just give excuses and is very unreliable. I have to called the both constantly, the company and technician on the progress and get nothing but excuses and the runaround. The technician comes 3 to 4 hours after schedules time. This is very unacceptable.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/23/2018COMPLAINT 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.
A claim was placed on 8/27/2018 stating the dishwasher stating the unit was not going through the cycle. We assigned a vendor but was informed the vendor was unable to service the customer. 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 unit and once approved, we would send a reimbursement check upon receipt of the invoice.
In an effort to provide good customer service, we will waive the service charge fee for this 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 questions, please contact me at .
Sincerely,
Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I have a home warranty with this company and called them on Tuesday November 6, 2018 because my refrigerator stopped cooling. They assigned me to ***. *** came out to my house on Thursday November 8th with a screw driver in his hand that he did NOT use (that's a different complaint)and said that I need a control Board. I was not at home at the time but had my adult niece there. Long story short my refrigerator is still not fixed and Total Home protection, who got a diagnosis from *** on Friday are still contemplating their decision. I PAY for this service what's to contemplate? Send out a reputable company to correctly diagnose and repair my refrigerator.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/19/2018COMPLAINT 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 refrigerator on 11/6/2018 and a vendor was assigned. We received a partial diagnosis on 11/9/2018 stating nothing was running within the unit but were waiting for additional information from the vendor. On 11/14/2018 we advised the consumer the unit was not worth the repair and offered $375.00 which was accepted and processed within 15 days.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I had a contract with Total home protection signed in May 2018.
I recently filed a repair request for a dishwasher that failed
But got rejected on the basis of lack of mainteance.
This business has breached the contract they have with the customer
It seems all they do is take unsuspecting customer money
And claim the breaking of appliance is due to lack of maintenance
Unbelievable story from what looks like a scamming business
I am seeking reimbursement for taking care of my dishwasher
On my own when supposedly I have appliance repair contract with
This business. This business really should be investigated.
Why I this great land of laws and regulations someone
Is allowed to scam people.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/19/2018COMPLAINT 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 dishwasher not draining on 8/26/2018. The diagnosis concluded that the cause of the failure was the drain pump failed. We authorized the repair.
Another claim was placed on 11/2/2018 stating the dishwasher was not draining. We assigned a vendor and was advised the drain line was clogged with food and such. Food debris is blocking the drain lines causing multiple malfunctions in the unit The vendor has been out to the home 3 times to unclog the drain. Our Authorizations team determined this was a Lack of Maintenance failure due to finding food debris blocking the drain lines.
Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered the consumer $75.00 goodwill which he 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
[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:
TotalHomeProtection home warranty (a company based at: *** #***, Philadelphia, PA *** is a total liar. My dishwasher at *** austin TX *** was diagnosed by the technician contracted to TotalHomeProtection and the technician said the reason it is not draining is due to the timer not working properly and does not go on to complete the wash cycle.
TotalHomeProtection rejected this VERY LIKELY because they thought the timer fix of about $270 was too much for them. That's the bottom line of how this scam business OPERATES AND BREACHES the contract that they sign with unsuspecting customers like me. I ended up replacing my dishwasher and now asking to be refunded for at least $270 (cost of repair). This business really should be audited for these practices. I hope someone in Texas takes notice of that. Just lookup the web hoe many complaints you find under what ?? yes under the claim of "LACK OF MAINTENANCE" Poor unsuspecting and innocent customer will think "yes it might be true"
CAN ANYONE PLEASE LOOK INTO THIS BUSINESS FOR THE SCAM THEY RUN.
Regards
Total Home Protection is an appliance insurance company. I purchased coverage with them and about 4 months into my plan, my oven did not work. I filed my claim September 27,2018. I waited for 2 weeks for them to find a technician, once contacted the technician informed me that they do not work for THP. I called THP and they stated I would have to find a local technician and then submit reimbursement forms for any service calls, labor and parts. I have incurred $528 in “repair” fees, in which THP states they will only reimburse $190 of. The oven was “fixed” November 6, 2018 and on November 10, 2018 began malfunctioning the same way prior to being “fixed”. I again called THP to ask how I am protected, should the oven need to be replaced and the supervisor, Kyron, stated that since it was a technician that I picked, they would not cover any further costs, that the claim was over 30 days old and can not be considered a recall. I asked how can THP cover my appliances if they do not have certified technicians in my area. I was then transferred and disconnected. I have called in excess of 11 times with no resolution. My oven now needs to be replaced and I have to pay out of
pocket for the entire cost of the replacement, plus the $300+ that I spent in repairs.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/26/2018COMPLAINT 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 a Oven on 9/24/2018 stating the stove was clicking on and off then would not come on. We assigned a vendor to the claim but was advised the vendor was unable to service this customer. While searching 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 failure on the unit. The vendor would need to contact us prior to any repairs and once approved, we would send a reimbursement check upon receipt of the invoice.
On 10/4/2018 we received a diagnosis from the consumers vendor stating the unit was running properly. We contacted the consumer and left a message to contact us back. When the consumer called back she advised the unit was not working properly. We advised the consumer to contact the vendor back as it was considered a recall. The consumer contacted us on 11/5/2018 and advised the vendor did not give us a complete diagnosis and we needed to contact him. The consumer send in receipts which advised the unit needed a new control and overlay which was approved for repair. The vendor contacted us and advised the wire harness also failed. This is a factory installed part and can not be replaced. The vendor failed to accurately diagnose the failure to the unit. This was determine not a normal wear and tear failure and not covered under the policy.
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
A. Become inoperable due to normal wear and tear; and
Although determined to be a non covered failure we offered the consumer $190.00 towards the original diagnosis to keep. In an effort to provide good customer service, we can offer $110.00 totaling $300.00 towards this non covered failure.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
In May this year, I was looking for a home warranty (1 year plan). An agent convinced me for a $900 /3-year plan saying that I could cancel anytime with a prorated refund. In November, I decided to cancel the warranty and called an agent. The first agent said that if I cancel, the prorated refund will be based on an annual rate of $600/year (or $1800/year), so I will be getting only ~$500 refund. I was shocked because I'm expecting the fee should be based on the $900 I paid. The policy also suggested this.
I called the next day to confirm the refund anyway, but a different agent said that the prorate will be based on a monthly fee of ~$110/month, plus 3 $50 service call fee. So now basically I will get a refund no more than $100. This really sound like a scam to me as the policy doesn't suggest any of these details. Clearly I wouldn't have purchased their service if they have such refund policy.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/19/2018COMPLAINT 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 garage door opener on 7/28/2018 stating the door is not closing between 6-7pm. We assigned a vendor, but were advised the vendor was unable to schedule an appointment between that time. We assigned another vendor on 8/2/2018. We did not hear back from the consumer until 11/12/2018 when he requested to cancel.
Please note that the consumer requested to cancel service on 11/12/2018. The policy was opened on 4/27/2018 with 7 months of service. We discussed the cancellation policy as outlined in the terms & conditions. The consumer had the policy for 7 months at the standard monthly rate for this policy at $52.00+ $50.00 administrative fee per term and there were no costs incurred. An applicable refund of $486.00 would be processed within 15- 30 days.
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 offered the consumer $250.00 goodwill towards the garage door opener repair that was done without authorization 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 additional assistance is required, please call .
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. The policy was taken out on 4/27/2018 with 8 months of service at a discounted promotion rate of $900.00 for a 3 year policy. The standard monthly rate is $52.00 a month as shown on our website. In an effort to provide good customer service we are willing to break a $300.00 a year payment to $25.00 a month pro rated totaling $200.00 for the term the policy has been in effect with a $50 administrative fee. Since my last response a check for $250.00 was sent on 12/28/2018, as per the policy this is costs incurred by us and will be deducted from the refund. This would make the total refund after the deductions of $400.00. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Hi, I've called their number and resolved this outside the correspondence at Revdex.com. Thanks for checking!Regards
Complaint against TOTAL HOME PROTECTION in PA Did not receive service after 30 days which is the warranty period. Seek reimbursement from Total Protection for not honoring reimbursement policy.Jason,I will not go into how sad I am about how Total Home Protection has handle this matter. Your Co. assigned a plumber to come out and do the work (I believe ***) and he did not show or call for a least 3 days when assigned and there were numerous attempts to reach them both by Total Protection and me. I was told by your agent or representative that since the plumber YOU assigned did not show up to repair the leak, I could get a plumber to do it and be reimbursed. SHE SAID SINCE THE PLUMBER TOTAL PROTECTION ASSIGNED DID NOT SHOW UP OR CALL AFTER MANY ATTEMPTS THAT WAS THE AUTHORITY ACCORDING TO THE AGENT FOR ME TO GET ANOTHER PLUMBER AND RECEIVE REIMBURSMENT.The leak that I reported on Sept.3, 2018 was not Pre-Existing! I started the account on July 13, 2018 and you debited 43.67 and on Aug. 13, 2018 you debited another 43.67. That's a total of 87.34 with NO SERVICE! I forwarded a copy of the FIRST work order to Keatris A for 313.43 to show that I had repaired the leak that was in my bathroom and THAT YOUR CLAIM'S SUPERVISOR SAID WAS A PRE-EXISTING CLAIM. There has been 24-25 days since I made the first claim and according to Total Protection policy it is NOT CONSIDERED A PRE-EXISTING CLAIM AFTER 30 DAYS FROM THE START OF THE POLICY.If this is a sham please tell the customers because this is deceptive and unethical for Total Protection to scam monies out of people and do not give them the service. I will personally file with the Revdex.com of your fraudulent actions and contact the State Attorney General's office for warranty fraud. I will also, if necessary report this to a Small Claim's Court because this need to stop! I did as your representative told me to do and after many calls (I have the dates and times) not ONE of your representatives told me that the claim was Pre-existing. If you will honor my reimbursement which I have all rights to especially since YOUR CONTRACTOR (***) DID NOT COMPLY WITH YOUR GUIDELINES (THAT'S NOT MY FAULT THAT I DID NOT RECEIVE SERVICE). I will retain this letter should I need to forward a copy to the Dispute Agencies.Please respond Jason and let me know how I should proceed.Thank you for your handling of this matter.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/14/2018COMPLAINT 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 plumbing on 8/12/2018 stating the pipe was leaking in the master bathroom. 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 8/10/2018. The consumers own vendor submitted the diagnosis as there were multiple leaks coming from behind the wall in the master bath. As per the terms of service:
- This Agreement does not cover any known or unknown pre-existing conditions.
- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 8/11/2018. Being that the unit was not working properly on 8/10/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 8/11/2018.
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.
In an effort to provide good customer service we offered $150.00 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 questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I would like for you to read this original complaint that was sent to Total Home Protection resolution mangers. You noted in your response that the claim I made on 8/12/18 was pre-existing and I agreed and sent in pictures and work order of the repairs that cost 313.43.
However, 24-25 days after the first claim I made another claim that was not considered pre-existing which was also denied by Total Home Protection.
I tried to upload this information using my ***@***.com account but could not upload the letter below. Ms. D I do not know if you were informed of the second claim, work order (356.36), & pictures I forwarded to Mark Anthony and Angel S. Please note if I cannot be reimbursed for the 356.36 I spent for plumbing repairs then the next step would be the State Attorney General’s office and the Small Claim’s Court. I know you take pride in bringing about a resolution and I know you will do so in this case. Please respond ASAP.
Thank You
I was told by Angel S a Senior Resolution Manager for Total Home Protection to forward you the complaint letter I sent to Jason S, and Mark A who are managers at Total Home Protection. Please advise as to how I can be reimbursed for the $356.36 I spent for the plumbing repair. Also, I sent Mark A the work order and pictures to verify the repair but he has not responded after many attempts to communicate with him. The letter below was first sent to Jason S.
Please send response to ***@***.com or call: ***
Thank you.
Jason,
I will not go into how sad I am about how Total Home Protection has handle this matter. Your Co. assigned a plumber to come out and do the work (I believe ***) and he did not show or call for a least 3 days when assigned and there were numerous attempts to reach them both by Total Protection and me. I was told by your agent or representative that since the plumber YOU assigned did not show up to repair the leak, I could get a plumber to do it and be reimbursed. SHE SAID SINCE THE PLUMBER TOTAL PROTECTION ASSIGNED DID NOT SHOW UP OR CALL AFTER MANY ATTEMPTS THAT WAS THE AUTHORITY ACCORDING TO THE AGENT FOR ME TO GET ANOTHER PLUMBER AND RECEIVE REIMBURSMENT. Total Home said I needed an Authorization number which was not mentioned by the agent I spoke with. I don’t think I should be blamed for not knowing the reimbursement policy of needing an authorization #.
The leak that I reported on Sept.3, 2018 was not Pre-Existing! I started the account on July 13, 2018 and you debited 43.67 and on Aug. 13, 2018 you debited another 43.67. That’s a total of 87.34 with NO SERVICE! I forwarded a copy of the FIRST work order to Keatris A for 313.43 to show that I had repaired the leak that was in my bathroom and THAT YOUR CLAIM’S SUPERVISOR SAID WAS A PRE-EXISTING CLAIM. There has been 24-25 days since I made the first claim and according to Total Protection policy it is NOT CONSIDERED A PRE-EXISTING CLAIM AFTER 30 DAYS FROM THE START OF THE POLICY.
If this is a sham please tell the customers because this is deceptive and unethical for Total Protection to scam monies out of people and do not give them the service. I will personally file with the Revdex.com of your fraudulent actions and contact the State Attorney General’s office for warranty fraud. I will also, if necessary report this to a Small Claim’s Court because this need to stop!
I did as your representative told me to do and after many calls (I have the dates and times) not ONE of your representatives told me that the claim was Pre-existing. If you will honor my reimbursement which I have all rights to especially since YOUR CONTRACTOR (***) DID NOT COMPLY WITH YOUR GUIDELINES (THAT’S NOT MY FAULT THAT I DID NOT RECEIVE SERVICE). I will retain this letter should I need to forward a copy to the Dispute Agencies.
Please respond Jason and let me know how I should proceed.
Thank you for your handling of this matter.
On sep 12 our ac went out.A tech finally arrived on oct 18.Now on Nov 12 we are being told that it is a pre existing condition and will not be coverd
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/13/2018COMPLAINT 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 for the air conditioner on 9/14/2018 stating the unit was not coming on. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working, and the consumer stated 9/13/2018. Coverage went into effect on 9/05/2018. We were advised by the vendor the diagnosis was the compressor failed. This mechanical component takes time to fail and it was determined this was a pre-existing issue and the unit did not enter the policy in proper working condition. As per the policy
-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
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
Complaint ID: ***
3/4/2019
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 consumer emailed an invoice but it was not the diagnosis of the wire tracing. In order to try to assist the consumer further we need a copy of the diagnosis of the wire tracing or a paid receipt which explains the failure to be sent to [email protected] For further assistance, please reach out to us ***.
Sincerely,Laura DTotal Home Protection
[***
Complaint: ***
I am rejecting this response because I
pay a monthly fee for such problems only to be screwed at the first chance.
Regards