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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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Contract# ***
On November 2, 2018. I called Total Home Protection warranty for services per my washer machine broken down per the policy home warranty coverage that I purchased from them. After all the local Technician came over to my home and diagnosed the repair and cost needs to be fix was about $800.00 if it to be fix which included the labor and parts. In the main time Total Home Protection's management at authority department rejected it, without an explanation why? what?.
That was not on the policy of Total Home Protection Warranty that they sale to me while the sell representative sale the warranty policy to me, it was indicated and said that it covered: dryer, washer, AC, Heat...etc.
The purpose of the complaint is to report to public to know and not to do business with this Total Home Protection, they lied to customers, lied of policy coverage for home warranty.
I am a physician professional for over ten years of health care provided services in hospital public. I never see such a thing like Total Home Protect did to me.
Thanks in advance
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/15/2018COMPLAINT 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 customer placed a claim for the clothes washer not draining on 10/30/2018. 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 10/27/2018. The vendor went out to diagnose the unit and submitted a diagnosis stating the rear bearing and the drain pump failed. He advised the bearings are in the tub so the outer tub would also need to be replaced. As per the terms of service:
- This Agreement does not cover any known or unknown pre-existing conditions.
- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 10/17/2018. The unit had multiple component failures, which take time to fail and will not fail within the short life of the policy. It was determined these failures were pre-existing and the unit did not enter the policy in proper working order on the effective coverage start date of 10/17/2018.
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.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the washer failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer service we waived the $50.00 administrative fee when the policy was cancelled. We can offer an additional $35.00 refund for 1 month of service.
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I submitted a valid claim for my air conditioning unit when it failed 6 months after purchasing their home warranty protection plan. The unit failed due to normal wear and tear. The claim was denied for false reasons. The A/C company they sent determined that the unit failed for covered reasons and attempted to resubmit the claim. I purchased the plan based upon being sold the peace of mind of not having to worry about the impact to my budget to have to come out of pocket to repair or replace my aging major appliances and systems. I resubmitted a claim and have not heard from the company.
I believe I have been a victim of a scam / fraud. They unit is covered and failed on its own due to normal wear and tear and they are not covering it.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/15/2018COMPLAINT 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 on 10/26/2018 stating the unit would come on but was not cooling. Also said it was leaking water. The diagnosis concluded that the cause of the failure was there was a leak within the line set. The line set is a permanently installed non mechanical, not movable part within the wall that does not leak from normal wear and tear. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Become inoperable due to normal wear and tear
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
The consumer advised she will get a 2nd opinion. We are currently waiting for the diagnosis from the 2nd opinion vendor.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
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 reason for the claim denial is false. There is no leak in the line set. I had ***, the company who services my A/C routinely come out the next day who said pressure in the line set is fine and no leaks or issues. They say there was no reason to test the unit for a leak in the first place, and speculate the only reason a tech would submit that is if they hope to get the entire unit replaced but also want to make sure it won’t be for a reason covered by the warranty company. They indicate it is plain and straight forward to see, and part of any initial service checklist to check the valves are functioning properly before spending customers money on pressure tests. The txv valve failure, is a covered part and is a moving part which has broken down from normal wear and tear, which has stopped functioning.
I tried to explain that to the initial claim representative who simply spoke over me, kept repeating a denial reason that even he did not understand why it how it applied to this claim and ignored my request to speak to the manager or the claims department. After over a week of no response from the initial claim denial or follow up I reached out to the company and got through to a supervisor who informed me he would reopen the claim for review. He never did so I opened a new claim. I had a second company come out at my expense who diagnosed the unit properly and I am awaiting process review from total hone warranty. It is now almost thanksgiving and we are expecting a houseful if family without A/C. we have been without for nearly a month and am told constantly not to repair or they will not cover my claim.
Ms Steele is very helpful.
I don’t understand how you can solicit and sell a warranty product that is meant to cover appliance repairs and replacement from normal wear and tear and not cover those claims.
my suspicion is for large claims they make it tedious and difficult and hope most people simply give up.
Regards
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the Air Conditioner failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience and would like to assist with a resolution. Please submit the 2nd opinion diagnosis to [email protected] for review.
For further assistance, please reach out to us .
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
The company is not transparent with their policies, warranties, or processes. I've contacted customer service regarding my washer issue that broke down in July of 2018, and was directed to book an inspection with a company that did not even take work orders from ***. After the inspection was performed and *** contacted the repair company that did the inspection, I was told by *** that rust or wear and tear will void the warranty. However, when you call their customer service line, the recording claims that their company is one of the ONLY companies that will repair or replace the broken down machine "even from normal wear and tear." To advertise they cover wear and tear, and then tell me over the phone that wear and tear will void the warranty shows their advertising is a complete lie. I had our repair company reach out to clarify the damage to our washer was due to a broken seal, which is not from normal wear and tear.
On top of that, every time I call the customer service line, I am told conflicting facts such as the repair company can email in to correct their quote, or the customer service reps cannot access the email our repair company sent to their company at the direction of the customer service reps. I have escalated my matter to their "mediation" department on 11/5/18 since my warranty plan ends 11/20/18 but only received a response that they may take up to 20 days to respond. By that time, my warranty plan will have expired and I am concerned that they will continue to refuse to repair or replace my washer, which proves even more how dishonest this company is. It seems like they are trying to run out the clock.
If the company refuses to repair/replace the washer, our repair company's quote shows it would be cheaper to replace than to repair the washer,) then we would have canceled our warranty plan and requested a refund of the plan from August-November.
Revdex.com***
11/9/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at *** treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a clothes washer on 7/5/2018 stating the unit started smoking and would not turn on. The diagnosis concluded that the cause of the failure was the seal failed causing the unit to leak on the tub and spin basket causing it to rust and fail. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
D. Clothes Washer
COVERED: All components and parts, except:
NOT COVERED: Soap dispensers; removable minitubs; filter screens; knobs and dials; doors, door seals and hinges; glass; leveling and balancing; damage to clothing; commercial units; noise without a related mechanical failure; conditions of water flow restriction due to scale, rust, minerals and other deposits.
VII. GENERAL LIMITATIONS OF LIABILITY
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we can offer the consumer $100.00 goodwill for this non covered failure.
We at *** have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura D ***Toll Free:
properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage for both the Air Conditioner and Washer claims.
The policy was purchased 08/07/2017 at which time there was no license issue within the State of *** and no contract was signed, we were able to still service our existing customers. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize a full refund of $374.25.
For further assistance, please reach out to us ***Sincerely,Laura D ***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
Hi Laura,
Thank you for your effort trying to resolve our issue with ***. We will accept the refund of our warranty policy. Please let us know when to expect the #374.25 and how the payment will be remitted.
As Consumer Consultant, I hope you can advise the leadership of the company that trying to get our washer issue resolved since July of 2018 was an insurmountable effort, as I spoke to 4-6 different customer service reps and "managers" over the past five months who all gave me conflicting information on how to proceed with the claims process, which slowed down our progress to finally reach a solution. Moreover, I found the whole experience very misleading and frustrating, and I'm certain I'm not the only honest customer who's felt this way. I hope your company can grow and change to become more organized, professional, and transparent.
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 took out a home warranty with Total Home protection. When I turned in a claim for my furnace they sent Little Heat a Little Air out to inspect my system. Little Heat a Little Air informed me the unit needed replaced. Total Home Protection denied the claim stating water had leaked into the motherboard which was never stated by Little Heat Little Air. Pictures were sent in by both Little Heat a Little Air and myself showing there drain is at the bottom of the furnace and the motherboard is located in the middle of the furnace. Once again they claimed water had leaked into the motherboard. I have made every attempt to solve this issue with them even doing a conference call with the repair technicians and Total Home Protection and Total Home Protection hung up on us. Once again the service owner called them and was told the case had been closed. When I contacted them again I was told to hire someone at my expense for a second opinion and contact them. I have requested several times for mediation to contact me only to be lied to time and time again. Upon calling them 11/06/2018 I was told my case was put on hold until mediation contacted me. They have said my unit failed due to water on the motherboard then said they were told maintenance was not done on the unit which is not true. At no time did the repair techs report either issue for the unit failure. Little Heat A Little Air also have stated they would do what is necessary to assist me for they know how many time this company has changed the reasoning behind not honoring their contract. I asked for a refund of money I have paid to this company without since they did not uphold their end of a contract.
Thank you, Sonia Jackson
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/8/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Heating system not heating on 9/17/2018. the technician reported upon arrival he found the unit leaking refrigerant from the schrader valves and due to the unit running low on refrigerant this caused the compressor to overwork, overheat and ultimately fail. Also the evaporator coil was frozen (which is caused by being low on refrigerant) and when it was thawing out, water got into the inner vanity of the furnace shorting out the wires and control board. Authorizations determined this was a non covered failure due to lack of maintenance and 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 can offer $100.00 goodwill for this non covered failure.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home Protection
I purchased this Home Warranty on my rental property. One of the burners on the range/stove needed repaired. Total Home Warranty sent over a green contractor who was obviously very new in working with them. The contractor took 5 days to send over a work order to Total Home Warranty, then it took Total Home Warranty 3 days to decide they would not fix the stove. Instead they offered me $300. which would cover the repair but was only half the cost to replace. They said it wasn't worth fixing but they wouldn't replace it. So having no other options I accepted the cash offer of $300. Then I was advised it could take up to 30 days to receive the check from Total Home Warranty. 34 days went by and no check, so I called and talked to a Supervisor and he said the check hadn't even been printed yet, but that it would be printed this coming Thursday.
This is not a Home Warranty, they will never replace anything. They have this clause in the contract so they can offer cash instead of replacing. This is a scam as far as I am concerned.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/8/2018COMPLAINT 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 the stove stating the burner was not heating properly on 9/14/2018. The diagnosis concluded there was a temperature surface control and main control board failure. It was determined with the age of the unit it was not worth the repair and the consumer was offered $300.00 which he accepted and processed on 10/2/2018. Check #*** was printed EOD 11/7/2018 and mailed today. As per the policy
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy.
If the consumer felt the diagnosis submitted was incorrect, they had the right to get a 2nd opinion which would have been reviewed. Being no 2nd opinion was received, a check for $300.00 was sent in which the consumer can use the funds to repair the unit or towards replacement.
III. REQUESTING SERVICE – CALL
D. We reserve the right to obtain a second opinion at our expense. In the event that we inform you the malfunction is not covered under this Agreement, you have the right to request a second opinion of the cause of the malfunction. You must ask us for a second opinion from another Service Contractor within seven (7) days from us informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then we may, in our discretion, decide whether to accept Coverage under this Agreement. If you request a second opinion, you will be responsible for the payment of an additional Trade Service Call Fee only if the outcome of the second opinion is the same as the initial opinion.For further assistance, please reach out to us .
Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
In response to THP last response.
They are liars!! As soon as I was given a cash offer in place of repair, I immediately ask for a second opinion. I was told by a manager at THP that they did NOT provide a second opinion, and if I wanted a second opinion it was at my expense. I pick the contractor and I pay 100% of any fee they charge to come look at my range. So that statement from them saying I could have asked for a second opinion was a lie. I did ask for a second opinion and I was denied.
Next, I was told my check would be issued November 8th, THP wrote in there 1st response that it was issued Nov 9th and that it would be mailed that same day. I finally got the check,, it was dated Nov. 7th, but it wasn't mailed until Nov. 19th, so why did they hold my check for 12 days before they mailed it?? Again, another lie from THP. A perfect example of the dishonesty and lack of integrity from this company.
If the company is going to offer a cash option instead of repair or replacement, the payment should be processed immediately!! Making the contract owner wait 45 days or more to get paid is just WRONG!! Its bad business, unethical and most of all its very bad customer service.
The definition of integrity is: the quality of being honest and having strong moral principles. Well it is obvious that THP has no integrity.
In my opinion, this just shows the dishonesty, unethical practices and the lack of integrity of this company. I don't think they deserve to be in business and I believe that they should be regulated by the insurance commissioners department since a home warranty is a type of insurance policy. Total Home Protection's home warranty is not a home warranty, it a scam in my opinion. Repair or replace means just that, not a cash offer when they don't want to repair or replace.
Do not get this company. This company is the worst company I ever got. My Refrigerator broke down in May. Now is November and still not working. Paid service fee 2x and still nothing. Call them May, June, July, August, September, October, and November to get this done. If you have tenants do not get this company. I also requested service for a toilet. took the technician a week to call me to setup service. The appointment was for November 2nd at noon. No show. The technician called me at 4:30 saying he was busy and did have time to go. He asked if he could come on Monday November 5th at 10AM. Again!!!! no show no answer when called. What a headache with total home protection. They do not provide what they promice. 8 month of stress and headache. That is what you going to get. Just called to cancel the service. The manager said I was going to be charged 450.00 dollar for cancelling for that part that costed 350.00 for the refrigerator for the request I had put in May of 2018. What is today? November 5th, 2018. 3 companies came to try to repair this refrigerator and still not working. All said controller board was bad in it. for some reason it is approved by no one shows up to perform the job. Unbelievable!!!!!! What a waste of money and time
Dear sir or madam: I like to inform you that after a few months of sales persuasion E.mails and phone calls bY (THP) Total home protection,I decided to purchase a platinum home warranty plan from them starting 7-14-18 ending 1-14-22 for the amount of $1047.90 paid in full in advance.
On August 28th my AC broke down,so I called THP the next day at and filed a service request (claim # ***)
I was promised an expedited repair time due to excessive heat we are experiencing in California,but I never received any response from them,after 3 days I called back,I was told that for some reason my claim was overlooked and they apologized.
After 13 days of living in heat and many time consuming phone calls to THP,I personally had to hire an AC contractor and pay for his services to analyse and estimate the issue and put him in contact with THP.
THP did not approve of my contractor to do the repairs.
After many time consuming phone calls and living in heat above 90 degrees for weeks,finally on 9-17-18 THP decided to appoint a contractor to my case and repair my AC,but the 2 different contractors they assigned to my case refused to do the job unless they were paid in advance,THP REFUSED TO DO SO (I wonder why).
Finally on 9-25-18 I decided to cancel my policy and asked for a full credit back to my account (i was told that was impossible due to the fact that THP does not keep my bank information on record),I was told I will receive a check soon, after a month of nor receiving a check or a response I called and demanded my refund,they deposited the sum of $858.13 in my account WITHOUT ASKING FOR MY BANK INFO,this experience has resulted in a loss of $189.77 for me (plus the $80.00 I paid the contractor) although THP breached our contract,they did not hesitate to steal my money.I have all the supporting documents should you like them to be faxed to you.
I only wonder how many innocent people have fallen into this trap by THP. i'm considering a CLASS ACTION LAWSUIT Thank you and GOD BLESS
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/7/2018COMPLAINT 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.
Please note that the consumer requested to cancel service on 9/25/2018. The policy was opened on 6/14/2018 with 3 months of service. We discussed the cancellation policy as outlined in the terms & conditions. The consumer had the policy for 3 months at the standard monthly rate for this policy at $46.59 + $50.00 administrative fee and there were no costs incurred. An applicable refund of $858.13 was processed on 10/25/2018 as advised 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 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 1-800-545-0402 to process this request.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the air conditioner failure was as a result of a non-covered condition.
The consumer placed a claim for his air conditioner not cooling on 8/29/2018. Unable to get a vendor with availability we offered the consumer to go through reimbursement, where the consumer would contact their own technician to diagnose the unit and if a covered failure, we would send a reimbursement check upon receipt of the invoice.
We received an invoice from the consumers vendor stating they needed to install an emergency drain pan under the evaporator coil and connect the drain line. They also stated the blower needs to be clean and the blower fins are dirty. The vendor also recommended a leak test to determine where the unit was leaking from. Our Authorizations team determined these failures were caused by lack of maintenance which is not covered under the policy.
Marc a retention manager spoke the consumer on 9/20/2018, also a retention manager named Angel spoke to the consumer on 9/21/2018.
As per the policy
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
We sincerely apologize for your negative experience, but this failure is not included in coverage. The policy has been cancelled and an applicable refund has been given.
Sincerely,
Laura D
Total Home Protection
Toll Free: (800) 545-0402
Hours: Monday - Friday, 9:00am - 6:00pm EST
Ms.D***; For almost 3 months I was receiving calls and emails from your company to buy insurance so I finally did on 7-14-18 for $1047.90 starting policy same date on 8-28-18 my AC broke down I called THC I was told no problem however I called for 2 weeks every day for hours with no results finally on 9-11-18 I hired *** myself and put the technician in touch with THC while at my property result was THC will pay for AC repairs and I will pay for all the other suggested repairs however THC told *** not to do the work because they will send their own contractor to do the repairs.after a week of calling on 9-17-18 I was told that my case was given to a few AC.repair contractors and I need to call them and set up a time (plz c attachment 1&2) also one by phone number only, after calling all 3 I was told the same statement "NO REPAIRS UNLESS PAID IN ADVANCE BY THC DUE TO BAD HISTORY" so I informed THC The next day 9-18-18 I called THC I was told that due to the excessive heat we were experiencing in California and the procrastination by THC my case was elevated to a higher level (plz c attachment 3) again no results I called THC again and again for a few days NO RESULTS let it also be known that after purchasing the policy I never received any calls from THC not even after I reported my issue all 49 calls were initiated by me. and the emails I received from THC was due to my requests I hope this clarifies everything *** God Bless
Called the company to place claims on my refrigerator , garbage disposal and an no power to my downstairs bathroom, about 2 days later I received numbers to call these vendor none them returned my call or responded to my emails within a 7 day period , I called the company and the reassigned my claims again , I called the other company's one said they no accepting any new clients and the other 3 I left messages and have not heard still from the other vendors so the company reassigned the other two claims, as frustrating as this is , the staff is not courteous or sympathetic even down the the manager , very unprofessional staff were talking to co workers jokingly while I was on the phone, these claims were reassigned again and the vendor for my garbage disposed came out took my service fee payment and left said he will be back because the company that does authentication was closed, this is really bad service all the way around , this is my first time switching from HMS and I regret it because I've never been through anything like this on top of the fact now there is an infestation of fruit flies from the garbage disposal in my home....
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/9/2018COMPLAINT 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 three claims on 10/24/2018. As we are not an emergency service vendors were assigned to each claim on 10/25/2018 as per the policy. We were advised by the consumer that the vendors were not responding and a new vendor was assigned to each claim. All claims were for a different trade so a service charge fee was required for each claim.
III. REQUESTING SERVICE – CALL
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.
In an effort to provide good customer service we can offer a free service charge fee for the next claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
As of 11/13/18 still no one reached out to me regarding the electrical issue , I paid out of pocket to have someone look at my electrical panel, also paid for someone to replace my garbage disposal , still haven’t heard anything back as of today , I understand this is non emergency but it’s been over 14 business days to not hear anything back from vendors
Regards
COMPLAINT ID: ***To Whom It May Concern:
Total Home Protection properly addressed this review and cited applicable sections of the policy.
The garbage disposal claim was submitted on 10/25/2018 stating it was not turning on. We assigned a vendor and the diagnosis was the unit was rusted and leaking out of the bottom. As per the policy this failure is not covered.
VII. GENERAL LIMITATIONS OF LIABILITY
A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
A claim for the refrigerator was place on 10/24/2018 stating it was leaking water. The diagnosis stated the failure was the unit was defrosting and authorization was given for the thermostat to be replaced which has been completed.
The electrical claim was placed on 10/25/2018 and vendor was assigned. In an effort to resolve this complaint, we are currently in the process of working through mediation with this customer to get this matter resolved. We were advised by the consumer that they would contact the vendor to schedule an appointment. In speaking with the consumer she advised that she got her own vendor out to the home and had the repair done. We are currently working with her through mediation to resolve 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 further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I signed up with Total Home Protection warranty company over 30 days ago. I smelled gas three days ago & called the gas company. The gas company came our & discovered the two leaks in the piping. I was told that I needed to call a plumber. I then called the warranty company. My claim is being denied because they claim it’s due to wear & tear before the policy took place. But I called three days ago.
They don’t want to honor their policy because I haven’t had it long enough. But it doesn’t state that in
the policy, only that I have to wait 30 days to file a claim. This just happened three days ago, so I don’t
understand why they won’t honor their policy. This is total false advertising & they do not honor their
policy unless you have had the policy for however long they feel is adaquate. I have no heat because the gas company turned the gas off because of the leak. I’m on disability & on a fixed income, which is why I initially signed up with the home warranty. But now they will not do their part. In the meantime I have no heat.
Thank You
Florence Jackson
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2018COMPLAINT 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 plumbing claim stating there was a leak in the pipe coming from the basement on 11/1/2018. The diagnosis concluded that the cause of the failure was multiple leaks in the home near the furnace. The basement drum trap is leaking from corrosion and the gas lines need to be repaired due to leaking gas. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
-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 AgreementCoverage went into effect on 10/3/2018. This failure to the drum and gas lines could not have happened within the effective date of the policy and was determined to be pre-existing to the policy. The drum trap is clearly not covered under the policy as per below
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered two months of service for free or a full refund, which the consumer rejected.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
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 was issued a full refund on 11/12/2018 in the amount of $65.50.
Sincerely,Laura DTotal Home Protection
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I called on 10/26/18 to request a home warranty. I told the associate not to charge me or start the policy until 11/3/18. I am a senior citizen on a fixed income. I was charged $52 on 10/29/18 which caused an overdraft fee of $34. I called on 10/29/18 to speak to the highest person I could reach. I was refunded $52 for the warranty because I demanded the policy cancelled immediately. I was offered my first service fee waived (a $45 value) but that is useless since I canceled the policy. The customer service supervisor, Kevin, said he will have his "Director" listen to the phone call to confirm I asked to be billed on 11/3/18 before he will refund NSF fee of $34. I was told this would be completed by 11/2/18. I did not hear from Kevin so I called on 11/2/18. I held 45 minutes before I was able to talk to a person. I have phone records to prove it. Kevin says the "Director" hasn't listened to the call & asked me to allow more time. I don't think it's cost effective to have a director of customer care listen to a call to determine if I will receive a refund. I am furious and don't want anyone else to go thru this mess.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2018COMPLAINT 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 contacted us on October 25, 2018 wanting to purchase a monthly policy to be charged on November 4, 2018. Our system is set up that in order to open a policy, a credit card payment needs to be received first. Once payment is received the policy is created in our system and a confirmation email is sent. On 10/29/2018 the consumer contacted our sales representative advising she had not received a confirmation email. She was advised being she requested not to be charged until the 4th she would not receive an email until the charge date.
When asked if she wanted to continue and get confirmation she advised she would and even provided the security code numbers on the back of the card. She wanted the confirmation email that a policy had been opened but did not state at that time that she still did not want to be charged until the 4th of the month.
The consumer called on 10/31/2018 requesting to cancel. We cancelled the policy and refunded her monthly charge.
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 the consumer would like to cancel coverage, please call to process this request.
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 shopped around for a home warranty on the web making sure the one I chose will cover what we might need in the future. I compare total home warranty with another one and notice in their advertisement in the web they covered tankless water heaters; called the 800 number before I signed up to ask personally and they said they dodecided to go with their company. 2.5 months later our water started acting up , so we called them up and told the operator our TANKLESs water heater is acting up. She looked up my info and told me they will email me contact info for contractor all I have to pay is $60 . Got the email called the contractor on Monday he said he can’t make it until Friday. Totally understandable we can live for a few days. I asked him what time since my husband and I both work he said he doesn’t know between 9 and 630pm. Very rudely . I asked him again he said well total warranty closes at 630pm so he has to be there by then so he can get paid. VERY UNPROFFESIONAL. Friday comes along contractor finally comes. Enters our house to look at water heater NO TOOLS what so ever. He looks at it calls the manufacturer again he didn’t bring any tools in he didn’t take anything apart NOTHING then goes well they said this try replacing this part. Do you want to try and replace it or just replace the whole system. I told them I want to try and fix it. Again this contractor has not touched the system at all except turn the on and off button and turn faucet on. So he calls total home warranty and tells them we want the whole system replaced. Which they said they don’t cover .. I told him I said I want it fixed. He then tells me. Well I already said replace. So you’re going to have to call them yourselves they’ll think I’m crazy again very unprofessional . So we call them up and we’re told they don’t cover tankless water heaters. Which is a lie because when I signed up they said they do . Then the contractors tells us again contractor with no tools I have to go I have to be somewhere by 6 can I hav
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2018COMPLAINT 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 water heater with no hot water on 10/28/2018. We received the diagnosis that the consumer already had multiple parts available from the manufacturer as the thermostat upstairs for the tankless water heater was giving error codes prior to our vendor coming to the home. We were advised the unit had power but the error signals they were getting, the parts had already been replaced. Per our policy with the unit having multiple component failures and the consumer having parts, it has been determined this is a pre-existing and the unit did not enter the policy in proper working condition. Please see the referenced section of the policy below;
-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 10/15/2018. Being that the unit was not working properly on 10/28/2018 and the consumer had parts due to failures prior to this, this is the definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 10/15/2018.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we can offer a free service charge for their next claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection, in violation of its contractual obligation, refused to cover air conditioner replacement as recommended by certified Repair Service company.
They gave no initial reason, and went so far as to cut the phone call transferring it back into the queue. When Warranty company telephone personnel answered the call some twenty minutes later, they informed me that my Claim had been denied due to their determination that the Air Conditioner failure occurred because of a lack of "upkeep".
This assessment the Air Conditioner Company, "***", refuted. Total Home Protection still maintained its decision not to cover, and it maintains it today.
I contend that it is in violation of its service contract in doing so. I also contend that they owe me $3,950 less the $45 service charge I am contractually obligated to pay.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/2/2018COMPLAINT 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 not turning on 9/13/2018. The diagnosis concluded that the cause of the failure was the unit was full of water and the system has severe rust/corrosion because of it. Over time the unit leaked water all throughout the area causing water damage, causing the fan to freeze up.There was also water all over the plenom and ceiling. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we can offer the consumer $100.00 goodwill.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***.
Sincerely,Laura DTotal Home ProtectionToll Free: ***www.totalhomeprotection.com
I am forwarding to you the response of the Air Conditioning Service Company--***. This Complaint is made against the Home Warranty Company--Total Home Protection. Contractually it is not based upon any part or sub-system which II sought to repair. Neither is it based upon any negligence based problem which has resulted in a service-based breakdown.Indeed, my claim is not based upon any repair at all, but entire unit replacement. And this is what the Home Warranty Company, Total Home Protection apparently objects. The Air Conditioning Company, "***", has identified a "Faulty Fan Motor" as being the cause of the AC Unit breakdown. And there is no specific exclusion that can be identified in the Total Home Protection extensive list of Exclusions which can legitimately be cited as the basis of the current denial of coverage under its Contract. The simple problem is, that the unit was over 22 years old. It simply burnt out!Moreover, when I put the AC Company on the phone, under the specific right of Contract which Total Home Protection allows when they are not able to access Service Providers on a timely basis which the Contract Holder--i.e. me,--needs, the Company promptly cut off the call once the AC Contractor explained in technical terms what had caused the mechanical breakdown. and redirected it to an ordinary queue system, although the person we were speaking to was reportedly, a contractual customer care specialist.Hence, we were forced to wait for another thirty minutes in order to obtain the Claim Denial Information, which the Customer Care Specialist apparently had already made despite the articulated findings of the AC Services Company, ***. But even then, we had to call back in to obtain the actual basis of the claim denial But to our amazement, the Company, Total Home Protection, still persisted in sending us only general contractual provisions as the basis of their decision. Furthermore, they have not actually answered the request we make right now even through you, the Revdex.com, as they have only forwarded to you a copy of their general contractual information as the basis of their technical and specific claim denial decisions.Needless to say, this an unethical basis for any entity masquerading as a Warranty Company. Even more damning from a legal and ethical standpoint is the fact that the Warranty Company, Total Home Protection, is willing to make specific claims decisions based upon these general contractual exclusions which they apparently insist upon interpreting on a broad-sweep basis.
I filed a claim with Total Home Protection on September 11, 2018 when my dryer stopped working. I received a letter from them assigning a contractor for service, which we contacted and scheduled with immediately. The contractor assessed the issue with the dryer, worked to get the part and claim approved by Total Home and agreed to contact I or my husband for a return appointment. Once this follow up call was made to me by the contractor, I had to spend a full week attempting to schedule them to come out. Each day and evening appointment we set was canceled at the appointed arrival time by the contractor. I called Total Home with a complaint and requested they assign a new contractor to a claim, I ended the call with their agreement they would do so. When no new information came about a new contractor, I called Total Home again and they denied agreeing to this. Both my husband and I have called Total Home requesting a new contractor and complaining about the current one. The representatives we talk to are rude and dismissive of our requests, and the managers we talk to inform us they will follow up with our requests and us, but then we don't hear from them until we contact them again. We have not had a dryer for close to 2 months and cannot get Total Home to take any action to follow through on the home warranty service we've already paid them for.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2018COMPLAINT 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 clothes dryer on 9/11/2018. We assigned a vendor on 9/12/2018 and authorized the repair on 9/14/2018. We were advised by the consumer and we reached out to the vendor who advised us he would complete the repair. We received a call from the consumer on 10/1/2018 advising the repair was completed on 9/27/2018 but the unit was not working again. We opened a recall and reassigned the original vendor to handle the recall. We received a call that the vendor has not reached out to the consumer and have assigned a new vendor to the claim.
In an effort to provide good customer service we will add 1 free service charge fee onto the consumers account for their next claim.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I purchased a home appliance contract with this company 4 months ago and recently called for service on my air conditioner. A technician was assigned and I was sent an email to call them and set up a time when they could come out. I called the company and was told they would not come put because they were too far away. I called back to Total Home and let them know this and they said they would reassign to another service technician. The next day I got a call that it had been reassigned. I called this new repair technician and he advised me that he did not feel comfortable doing the job because he felt these folks were a scam and he wouldnt get paid because it had happened to him before.
At this point, I had no confidence in this company nor the policy I had purchased. I called them back and asked for a full refund of the cost I paid for the policy. The guy I spoke with tried to say he would try to assign yet another technician and or he would have me call a technician of my choosing and I coyld pay them and then they would pay me. I did not trust this at all. I continued to ask for my full policy refund. The guy told me okay, but they would take off 4 months of the price of the policy plus a $50 consolation fee. I would be getting less than 50% of what I paid and it would take 4-6 weeks to send me this check. They could have just given me a refund to the credit card I used to pay them. This is so wrong on so many levels. Buyer beware.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/5/2018COMPLAINT 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 an air conditioner not cooling on 10/13/2018. We assigned a vendor to the claim on 10/16/2018 but were advised by the consumer a vendor was no longer needed. On 10/29/2018 the consumer called back stating a vendor was needed again so the original vendor was assigned. The vendor contacted us to advise the call was too far and to have the claim reassigned. We assigned a new vendor with our company who was not aware of the payment process. The consumer requested to cancel. Unable to get an available 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 which the consumer accepted.
If the consumer would still like to cancel, we can offer a full refund 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:
I have had a technician come and look at the unit. The condenser moter was bad and had to be replaced. I am waiting for the invoice from the company which I will submit to Total Home to see if they will approve the repair. If they honor the contract and pay for the repair of the unit, I will consider the matter resolved and will not cancel the contract.
Sincerely, ***
Regards
Complaint # on file with THP
Request was made to repair our refrigerator. After one week the THP Contractor visited our home but was unable to repair the refrigerator. On contacting the contractor he stated that he was unsure. of the problem, but it was probably the "main board." He could not give a date for the repair and suggested I contact my repairman if I wanted to get the repair done sooner.
I did this and contacted THP to get permission to use a repairman selected by myself. The authorization to use the outside repairman was granted. When the repairman arrived he found that the "main board" and the wiring harness were "fried." When THP was contacted about the additional work they said that "subsequent" damaged was not covered. Both the THP repairman and the repairman I engaged made their diagnosis that the "main board" needed to be replaced based on the systoms displayed. Neither technician removed the cover to inspect the main board. THP claimed the additional work required was result of subsequent damage. The refrigerator was unplugged after the initial report and the "fried" condition was the cause of the initial failure. There was no subseqent activity that would have caused the failure.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/2/2018
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 contacted us to place a claim for a refrigerator not cooling on 10/15/18. The diagnosis stated the unit needed the main control board failed. We authorized the repair. We received another call from the vendor advising an additional failure that the wire harness also needed to be replaced as it was burn and melted the wires together. This failure is not covered under the policy as it is secondary damage.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 $350.00 to buyout the unit which the consumer declined.
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 "fried" board and associated wiring harness were not recognized by either repairman, because neither removed the cover to the main board. This "fried" condition was not a subsequent failure, because there was no power to the refrigerator after the initial report other than what the repairman used to verify the cause of failure. To say that this was subsequent problem is simply not true.
Regards
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the refrigerator failure was as a result of a non-covered condition, the board shorted out causing secondary damages to the wire harness. We were advised by the vendor the power relay on the control board was not releasing power causing the board to overheat and burn the wire harness. This is considered a secondary failure, which is not covered under the warranty.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer service we offered $288.00 for the initial failure. Being there was secondary damage was a non covered failure in an effort to provide good customer service we offered to buyout the unit for $350.00 which the consumer rejected.
The consumer has been advised of his refund amount as described. As per the terms and conditions, the consumer was advised that his refund would be $374.86. The consumer had 8 months of service at the time he requested to cancel. Our standard monthly rate is $52.00 per month x 8 totaling $416.00 plus any costs incurred by us which were $159.14 also including the $50.00 administrative fee. We are waiting for the consumer to decide how we should proceed.
For additional assistance, please reach out to us ***.
Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST
Total Home Protection violated its contract with me when it refused to cover Plumbing costs for repair of a shower valve and the opening up of a sink drain line.
I was charged $265 for this by ***. Of this amount, I am contractually obligated to pay $45. Total Home Protection owes me $240 for this service call.
Pls note: Due to suspected fraudulent activity, My Bank, *** voided on a precautionary basis, my bankcard and issued a new one. In order to make sure that Total Home Protection had the September monthly payment required, I authorized *** to send them a bank check for the premium for the month of September.
Inasmuch as Total Home Protection would not allow me to submit a claim using their forms, I submitted my claim utilizing a cover form which I personally devised. (Copy can be provided.)
I also sent to them a copy of the *** statement confirming the fact that Total Home Protection had be properly paid for the month of September, along with a memo dated Sept 26, 2018, addressed to a ;Ms. F, one of their special account representatives.
Because Ms. F never responded to the information I submitted in support of my payment and in confirmation of the validity of my claim, I forwarded the above information as a packet to the Total Home Protection Home office in Philadelphia.
Some time later around the middle of October, 2018, the Company acknowledged receipt of the September, 2918 payment. However, they refused, and continue to refuse to pay the claim. Furthermore, they have currently suspended my account with them for reasons I do not know.
Most Recent MessageDate Sent: 11/16/2018 9:02:30 AMTotal Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the failure was as a result of a non-covered condition.
The consumer placed a plumbing claim on 9/17/2018 but his account was in past due status. As per the policy
III. REQUESTING SERVICE – CALL
A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade Service Call Fees and Plan Fees are made current.
The consumers account is charged the 15th of each month by credit/debit card. His account went into past due on 9/15/2018. A plumbing claim was submitted on 9/17/2018 but no action was taken as the account was in a past due status. The consumer advised he mailed in a check on 9/20/2018 and states it was cashed on 9/21/2018. Our system is not set up to accept payments by check so unfortunately it is not an immediate process. The check was processed in our system on 10/08/2018. The account went into a past due status again on 10/15/2018 for which no payment has been received for October or November.
The consumer had his plumbing issue fixed. The receipt shows the vendor disassembled and cleaned the tubular fittings under the hall bathroom sink and replaced the *** cartridge in the faucet. Work was performed without authorization. As per the policy faucets and maintenance is not covered under the policy. Repairs were also performed without authization.
F. Plumbing System and Stoppage
Note: Mainline stoppages are only covered if there is an accessible ground level clean out.
COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.
NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
We sincerely apologize for your negative experience, but this failure is not included in coverage. For additional assistance, please reach out to us .Sincerely
Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
Rebuttal to Total Home Protection Response--Plumbing Claim,
When *** notified me that my current bankcard was being suspended due to suspected fraud, I immediately had them forward a check for the monthly premium I owed the Total Home Protection company. However, the Company, Total Home Protection could never acknowledge receipt of the replacement check, as they stated that they were not "set up to receive payments which came in other than automatic withdrawal". Moreover, they refused to allow me to make a claim when according to their records, the account was "past due". However, they did indicate that their contract did allow their membership to pay a vendor for needed services in advance, and that the Company would reimburse. Hence, because
their system was not set up to receive independently forwarded checks, I decided to proceed on this basis.
Please note that even their own records indicate that they received my claim, Sept 17, 2018. What the Company has not reported is that this claim not only included the Plumber's Report & Bill, but also the Bill Pay Documents, confirming the payment that Total Home Protection had received from my personal account. *In other words, there was never any premium outstanding and the Company, Total Home Protection, would still have a currently paid, and satisfied customer if they only performed under their contract as they said they would. Moreover, the problem is, even according to the Total Home Protection Response, not that they had not properly received payment for the month in question, but the fact that they applied the payment received for my account on an arbitrary basis. 2. Please note that the contractual language as given by the Company re plumbing states that it will cover "stoppages and/or clogs in drain and sewer lines up to 100 feet from access point." Under this provision, the Company, Total Home Protection, has absolutely no basis to deny my claim. 3. Similarly, with regards to shower valve repair, the Contractual language which they have specifically included in their "rebuttal" states the following as expressly being covered: "valves for shower, tub, and diverter angle stops, rinses and gate valves". Now, this is their language, which they have marshalled as justification for their denial of my claim. Again, their denial simply seems to have no merit.Cordially submitted
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage.
The plumbing claim submitted on 9/17/2018, states that the shower connection was not working properly. Being the account was in a past due status a vendor could not be assigned until the check was received and recorded. Understandably the consumer could not leave the failure and advised us on 10/3/2018 that he had the issue fixed. A receipt was submitted that stated disassembled and cleaned tubular fittings under the hall bath lavatory. Replaced *** cartridge in the master bath shower. The policy does not cover maintenance or cartridges for the faucet
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.
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.
We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to provide good customer service, we will authorize one month of service of $34.94 refunded as the account has been cancelled. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
We selected this company for home warranty service of our new home purchase because they claimed to cover major appliances (including the water heater). We did not see the fine print of this contract until the document arrived after purchase and while we were in the middle of our move. We had no time to review the fine print before purchase or during our move. Two months after purchasing the home, the hot water heater started to leak. Now we find that the tank of the water heater is not covered. A standard water heater is nothing more than a tank and a heating element. To exclude the tank is to exclude most of the water heater and the vast majority of the problems. I feel we were mislead and in finally reading the fine print of this contract, it is not worth the cost. It covers very few items and each has a long list of exclusions making it nearly worthless. I would like a refund of this contract.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
11/2/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer contacted us to place a claim for a water heater leaking from the tank on 10/29/2018. The consumer was advised if the actual tank was leaking it would not be a failure covered under the policy as the policy covers mechanical failures. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
V. COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement. .
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
This policy was purchased by the Title company through escrow who was advised of our Terms & Conditions. If the consumer would like to cancel, a $50.00 administrative fee would be deducted giving them a refund of $450.00.
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 you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint . We sincerely apologize for your negative experience, the refund check *** for $500.00 was mailed by USPS on 11/27/2018. Being this goes out in bulk mailings, please allow a few more days to receive. If you should not receive after the holidays, please reach out directly to [email protected] for further assistance. Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I live in NC and this company solicited to sell home warranty to me. My complaint is that they make false representation of their warranty services, they failed to provide warranty coverage, offered insufficient amount to buyout, unable to send good and reputable repair contractor, such as electrician.
There are 3 issue I had and I reached them for warranty coverage. Most recent one is in Oct when I called them for repair of our washer, when we noticed burning smell and smoke coming. We have a *** front loader, which is less only 7 to 8 years old machine. It costs us ~ $1,300. When I called Total Home Protection, they first told me they wouldn't cover this kind of issues, and don't have any contractors in the Raleigh area that they can send for washer repair. Next week, I received a call from their customer service, who advised me that they will send out *** appliance service to perform diagnosis. I scheduled a diagnosis with *** of ***. This person came out, and didn't even bother running the washer or perform any kind of test. He just told me that he just needs to take the serial number. I was surprised by this fact, and thought what kind of diagnosis is that when all he needed was serial number. He said that the washer was not worth repairing. He was going to upload his diagnosis statement to Total Home Protection, but didn't do so for two weeks. I kept calling Total Home Protection, and I would be an hour each time just to find out that the contractor has not uploaded the diagnosis. I called ***, but he wouldn't answer my phone. Finally after two weeks, he uploaded the diagnosis. I received a call Kevin from Total Home Protection, who called and said they will offer a buyout for $300 dollars because my '***' washer is more than 10 years old. When I called him out that it is *** and not 10 years old, he said tech has uploaded wrong diagnosis and he would call be back. Next day, he offered $350 same, and told me that they will not repair it
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
10/26/2018
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 clothes washer on 9/28/2018. We received a diagnosis stating the drive motor was locked, with the age of the unit our Authorization team determined the unit was not worth the repair. We offered the consumer $400.00 as per the terms of the policy
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I purchased a home warranty plan with total home protection(THP) on 03/13/18. on 7/16/18 I called THP to make a plumbing claim number#*** due to multiple leaks in my cabinets from the refrigerator water line that connects to the sink.I called THP later that day and the next day and spoke to a supervisor who also stated that it was not 48 hours and there is nothing that they could do to service me sooner. 48 hours later, I called and spoke to a supervisor who stated that they canceled my claim for no reason, and also said that I had to wait another 48 hours. I called back a few hours later and spoke to another supervisor who stated that they didn’t have a service technician in my area and told me to call and schedule a technician on my own.I spoke to ***() who told me that they didn’t work with any home protection plans and that they will not call THP in the fact that I will have to deal with the company on my own. I called THP once again (same day)and conveyed this information to the representative who told me to file a reimbursement claim.*** came to my home at 7am and changed the line from a pvc line to a copper supply line, while the technician was working I called THP and was told that the office was closed and wont open up until 9am est. And my claim was denied as a result of the technician doing work prior to the office being open. I had to pay *** over $336. Spoke with disputes told me I could only get $50 refund if I canceled my plan but advised to email [email protected] which I did. no ressonse as of today. On 10/12/18 I reached out to THP for a water heater leakage C/N 569777, haven't gotten a response, so I called them on 10/18/18, they gave me contractor *** info, we set up appoint for 10/20/18. *** refused to come to my home claiming he was in Indiana which is over 1 hour and 30 mins away and did not show up, declined job, THP is advising me to get another contractor because they have no one to service me, stating they have no other techs.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
10/26/2018
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 called in stating there was a water leak coming from the refrigerator behind her cabinets and a claim was placed on 7/16/2018. Due to the confusion of where the leak was exactly coming from, it delayed assigning a vendor to the claim. The consumer got their own vendor out and had the issue repaired without authorization. The diagnosis concluded that the cause of the failure was 21 feet of plastic water line for the refrigerator had holes and leaked into the cabinets. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including integral freezer unit, except:
NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
III. REQUESTING SERVICE – CALL
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
In an effort to provide good customer service, although a non covered failure, we can offer $100.00 good will.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. In an effort to resolve and close the dispute, we will authorize a full refund of $399.00. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I filed a claim with Total Home Protection when my compressor in my refrigerator stopped working. THP denied the claim when the found that my model of refrigerator has a 10 year manufacturer warranty on the compressor. The didn't care to read the terms of the manufacturer's warranty and denied coverage in its entirety. The manufacturer's warranty was a limited warranty that is valid only to the original retail purchaser of the product and applies only when purchased and used within the United States including U.S. Territories. Proof of original retail purchase is required to obtain warranty service under this limited warranty.” I am not the original purchaser. My contract with Total Home Protection states "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." I brought it to the attention of Total Home Protection that the manufacturer warranty claim was denied per their clearly written terms and that Total Home Protection should now assume liability as the secondary coverage. After waiting 30 for their mediation department to review the claim, they still denied any part of the repair. For a $1200 job, they wanted me to accept a $375 good faith payment and sign a paper saying I would not discuss the terms for which the payment was made and would no longer try to recoup the cost of the repairs. If I don't sign the paper, I get nothing. I refused and will be pursuing legal options.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
10/24/2018COMPLAINT 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 not cooling on 9/6/2018. The diagnosis concluded that the cause of the failure the compressor failed. Authorizations determined the compressor was under a Manufacturer warranty. Parts that are under a manufacturer warranty are not covered under our warranty as per the policy below
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.
The consumer advised us she was not the original owner and unable to provide proof of purchase. In an effort to provide good customer service we offered a buyout of the unit of $375.00 as per our policy below
VII. GENERAL LIMITATIONS OF LIABILITY
V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID: ***Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we offered additional funds from our initial offer totaling $435.00. For additional assistance, please reach out to us ***.Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST
I have filed a previous claim due to Total Home Protection violating the terms of our contract when failing to fix or pay for my refrigerator. Now I am filing a claim because they have failed to send me my dishwasher settlement. When THP sent a contractor out for my dishwasher, he came the next day & evaluated the dishwasher & sent the paperwork in front of me the same day. THP claimed to not have received it for several weeks. I had the contractor email it to me so I could send it. It was finally approved. When the contractor returned to fix it, the problem was more than he originally thought so the claim was resubmitted. THP again claimed not to receive it so I sent it myself again. THP denied the repair because it was now too costly and agreed to give me $150 toward a new dishwasher. I spoke with Laura D and she increased the offer to $200. I accepted because the contract does say they can deem an appliance not worth fixing and they do not need to reimburse at fair market value so they can offer an "wholesale" amount. I didn't catch this when I signed the contract and that is my fault. I agreed to accept the extremely low offer on 11/7/2018. It is now 12/20/2018 and I still haven't received the $200 check. I called to speak with Laura and couldn't speak to her or go to her voicemail. I spoke to Tanisha, a very rude mediation rep, who said Laura was in a very important meeting. Tanisha shows that the claim was processed on 11/15/18 & I must allow 30 days & that they check may be delayed from holiday mail. I find it hard to believe that the mail was so grossly affected on 11/15 to account for being 43 days from when I accepted the settlement & 35 days from when they processed it. I find it easier to believe that this is another ploy from THP to fail to fulfill what they are contractually obligated to provide. I will be adding this situation to a lawsuit I am filing in regards to my refrigerator.TranslateDesired Resolution / Outcome***
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***Desired Outcome: Payment of claim settlement, $200.
I previously filed a claim with the Revdex.com when I filed a claim with Total Home Protection when my compressor in my refrigerator stopped working. THP denied the claim when the found that my model of refrigerator has a 10 year manufacturer warranty on the compressor. The didn't care to read the terms of the manufacturer's warranty and denied coverage in its entirety. The manufacturer's warranty was a limited warranty that is valid only to the original retail purchaser of the product and applies only when purchased and used within the United States including U.S. Territories. Proof of original retail purchase is required to obtain warranty service under this limited warranty.” I am not the original purchaser. My contract with Total Home Protection states "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." I brought it to the attention of Total Home Protection that the manufacturer warranty claim was denied per their clearly written terms and that Total Home Protection should now assume liability as the secondary coverage. After waiting 30 for their mediation department to review the claim, they still denied any part of the repair. For a $1200 job, they wanted me to accept a $375 good faith payment and sign a paper saying I would not discuss the terms for which the payment was made and would no longer try to recoup the cost of the repairs. If I don't sign the paper, I get nothing. I refused and will be pursuing legal options. Laura D contacted me after I complained here. I hoped she would do the right thing. She upped the offer to $600 but I have to agree to not pursue a legal avenue. I have fixed the refrigerator at my own expense and will be filing a claim in court to be reimbursed.***
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***Desired Outcome: Reimburse me the cost of the repair.