Total Home Protection

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.Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and to make sure it is removed.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/22/2018COMPLAINT 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 cooling on 7/18/2018. The diagnosis concluded that the cause of the failure was the indoor and outdoor unit were extremely dirty, the filters were impacted and the drain line is clogged. 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.

An electrical claim was placed on 4/23/2018 stating a GFI and an outlet were not working in the kitchen. The diagnosis we recevied was that half of the home was loosing power randomly as the vendor believed the underground wire was compromised. This failure is not covered under the policy as per below

I. BASIS FOR COVERAGE

During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:

C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump

The consumer placed another electric claim on 10/9/2018 stating multiple kitchen outlets are not working at all, possibly a bad GFI. The consumer was advised a Proof Of Repair was needed due the prior electric claim with the same failures were not covered on the 4/23/2018 claim.

We were advised after each claim that the consumer was going to get a 2nd opinion. We advised to send in the second opinion diagnosis for us to review. We have not received a 2nd opinion for either claim to date.

The consumer requested to cancel the policy. The policy was purchased for $1,500.00 on 12/19/2016 and cancelled on 10/19/2018 with 22 months of service. Our monthly rate is $43.67 x 22 months totals $960.74. There is a $50.00 administrative fee and any fees incurred by us which total $504.48. There is no refund on this account as per the policy

XII. CANCELLATION

A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.

B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.

All 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

Total Home Protection apologizes for the confusion. The consumer renewed the policy on 1/9/2018 in the amount of $1,500.00 for 5 years with 1 additional year added for free. The request for cancellation was on 10/19/2018, having 10 months of service. Our monthly prorated amount is $52.00 totaling $520.00, costs incurred by us $474.48 and $50.00 per term totaling $250.00. The balance for refund is $255.52.

XII. CANCELLATION

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing

We sincerely apologize for your negative experience and would like to assist with a resolution. We will authorize to waive the additional term charges of $200.00, making the refund $455.52. For further assistance, please reach out to us ***Sincerely,Laura DTotal Home ProtectionToll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/19/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for plumbing on 9/21/2018 stating there was a leak in the bedroom ceiling. The diagnosis concluded that the cause of the failure was a clogged drain line for the Air Conditioner. 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 offered the consumer good will of $150.00. The consumer requested to cancel so we offered an additional $50.00 as a courtesy. The consumer still wanted to cancel the policy so it was cancelled in accordance with the policy terms.

XII. CANCELLATION

A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.

B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

Complaint ID: ***

7/1/2019

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution. The consumer did a chargeback and received a full refund. As we have done everything on our end to assist this consumer, we ask that this complaint be closed as Resolved.

Sincerely,
Laura D
Total Home Protection

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/19/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a Heating system stating the system was leaking gas and was turned off by the city on 10/14/2018. The diagnosis concluded that the cause of the failure was the heat exchanger was leaking gas due to being clogged by soot from not burning correctly over the years. This is considered a Lack of Maintenance failure, this issue would have been detected when preventative maintainance was performed. 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.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

We have been able to resolve this complaint with the consumer.

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/18/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim on 9/26/2018 advising the unit was cooling since 9/15/2018. We received the diagnosis advising the unit had multiple component failures. We offered a buyout of the unit of $375.00 which the consumer accepted. He was advised he would receive a check within 15-30 days on 10/3/2018, which the payment is still within that time frame.

The consumer took this policy out on 8/1/2018 and it became effective on 8/31/2018 with a monthly cost of $39.50. If the consumer would like to cancel coverage, in an effort to provide good customer service we would authorize a full refund of 3 months of payments totaling $118.50 and waive the administrative fee.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

Sincerely,Laura DTotal Home ProtectionToll Free:

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/22/2018COMPLAINT 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 cooling. The diagnosis concluded that the cause of the failure was the thermal expansion valve (TXV) was stuck closed and not opening. 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.

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.

In an effort to resolve and close the dispute, we have authorized a refund for $281.33, which the consumer accepted. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/12/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for an Air Conditioner not cooling on 7/2/2018. The diagnosis concluded that the cause of the failure was the compressor is shorted to ground. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;

I. BASIS FOR COVERAGE

A. Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:

NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at 1-800-545-0402.

Sincerely,Laura DTotal Home ProtectionToll Free: (800) 545-0402www.totalhomeprotection.com

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/12/2018

COMPLAINT ID: ***

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a Air Conditioner not cooling on 8/29/2018. The vendors diagnosis was that the sub panel/disconnect box shorted out causing the compressor to short to ground which was secondary. As per the policy

I. Electrical System

COVERED: All components and parts, except:

NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. 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.

In an effort to provide good customer service we offered $150.00 good will, which the consumer rejected.

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 Protection

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/12/2018

COMPLAINT ID: ***

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a Air Conditioner not cooling on 8/29/2018. The vendors diagnosis was that the sub panel/disconnect box shorted out causing the compressor to short to ground which was secondary. As per the policy

I. Electrical System

COVERED: All components and parts, except:

NOT COVERED: Attic exhaust fans; direct current (DC) wiring and systems; exterior wiring and components (except main panels mounted to exterior wall); any wiring or components servicing a detached structure; fire, carbon monoxide alarm and/or detection systems; batteries; intercom or speaker systems; doorbells; multi-media systems; lighting fixtures; load control devices; low voltage systems including wiring and relays; service entrance cables; telephone systems; telephone wiring; cable wiring; alarm and/or security systems and wiring; timers; touch pad assemblies; transmitters and remotes; utility meter base pans; solar power systems and panels; all solar components and parts; energy management systems; commercial grade equipment; auxiliary or sub-panels; bus bars; broken and/or severed wires; rerunning of new wiring for broken wires; wire tracing; central vacuum systems. Failures and conditions caused by inadequate wiring capacity, inadequate size breakers, circuit overload, power failure/shortage or surge, and corrosion are not covered. 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.

In an effort to provide good customer service we offered $150.00 good will, which the consumer rejected.

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 Protection

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/17/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a water heater not having hot water on 7/3/2018. The diagnosis concluded that the cause of the failure was the tank was leaking internally. 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.

The consumer advised the unit was not leaking and we advised they could get a second opinion and submit to us for review.

A plumbing claim was submitted on 10/1/2018 advising the shower won't stop running once it is turned off. The vendor advised the handle in the guest bath was physically broken. As per the policy this failure is not covered under the policy as per below.

In an effort to provide good customer service, if the consumer is unhappy with the service we can have a member of our Retention team contact her to go over the cancellation of her policies.

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 review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the water heaterfailure was as a result of a non-covered condition.

The vendor called in a verbal diagnosis who advised the valve stem was broken. The valve stem is part of the fixture which holds the handle which is not covered under the warranty.

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. As a gesture of good customer we can offer $200.00 goodwill which the consumer accepted which should resolve this complaint.

If the consumer would like to cancel the policy, our pro rata standard monthly rate is $52.00. The consumer purchased the policy on 3/7/2018 with 7 months of service totaling $364.00 + $50.00 administrative fee. Costs incurred by us for the garbage disposal claim $205.00. The consumer paid $349.30, no refund is due.

XII. CANCELLATION

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.

For additional assistance, please reach out to us ***.

Sincerely,Laura DTotal Home ProtectionToll Free: (***Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/11/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a Air Conditioner tripping the breaker on 8/16/2018. The diagnosis concluded that the cause of the failure was the compressor shorted to ground. 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.

The consumer had a Refrigerator claim on 9/4/2017, we were advised that the compressor was failing. The coil was clean but the vendor was unsure if there was freon in the unit. The part was no longer available for repair so we offered the consumer $450.00 as per the policy.

U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

The consumer then placed a claim on 9/25/2018 for a Refrigerator the customer purchased from the buyout on 9/4/2017 stating the freezer was not freezing, and there was an issue with the icemaker. The diagnosis we received from the vendor was the condenser coil was partially clogged and the compressor failed. Our Authorizations team determined this was a lack of maintenance failure which is not covered under the policy. When a coil gets partially clogged or completely clogged, it causes the unit to over heat and the compressor to fail. The consumer did not have optional ice maker coverage for the failure with the ice maker.

The consumer requested to cancel with a full refund. The policy was purchased on 7/17/2017 and he requested to cancel 10/11/2018. As per the policy

XII. CANCELLATION

C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.Payments are $35.33 per month for 16 months totaling 565.28. We incurred costs of $570.00 and there is a $50.00 administrative fee, which was waived. In an effort to provide good customer service we offered the consumer $70.00 which he accepted.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/15/2018COMPLAINT 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 plumbing system on 9/26/2018 stating the toilet was leaking. We assigned a vendor but was advised they only handled snaking the linee and advised the flange failed. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;

V. COVERAGE

F. Plumbing System and Stoppage

Note: Mainline stoppages are only covered if there is an accessible ground level clean out.

COVERED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots; toilet tanks, bowls and mechanisms within the toilet tank (replaced with builder’s grade as necessary); toilet wax ring seals; valves for shower, tub, and diverter angle stops, rinses and gate valves; permanently installed interior sump pumps; built-in bathtub whirlpool motor and pump assemblies; stoppages and/or clogs in drain and sewer lines up to 100 feet from access point. Repair and finish of any walls or ceilings where it is necessary to break through to effect repair is only covered to the following extent: repair of walls or ceilings to rough finish up to $500 per claim. Rough finish is defined to include hanging of drywall, patching of drywall, stucco, and lath. Repair to rough finish does not include supplies or labor for paint, sanding, wall texture, wallpaper and/or tile work.

NOT COVERED: All plumbing in or under the ground, foundation or slab; all piping and plumbing outside of the perimeter of the foundation; any piping or plumbing in a detached structure; stoppage of concrete encased lines; any fees for locating, accessing or installing cleanouts; removal of water closets/toilets in order to clear stoppages, any fees for photo/video equipment, hydro-jetting equipment; jet or steam clearing; chemicals; stoppages caused by root invasion; stoppages caused by foreign objects, such as but not limited to, sanitary wipes, toys, bottle caps, etc.; bath tubs; toilet lids and seats; sinks; cracked porcelain; basket and strainers; pop-up assemblies; tub waste overflow; glass; bidets; electronic toilets/bidets; caulking or grout; color or purity of the water in the system; concrete encased plumbing; conditions of insufficient or excessive water pressure; conditions of water flow restriction due to scale, rust, sediment, and other deposits; exterior hose bibs; faucets and fixtures; water softeners; freeze damage; holding and pressure tanks; jet pumps; laundry tubs; lawn sprinkler systems; saunas and/or steam systems; polybutylene or quest piping; galvanized drain lines; drum traps; flange; repair and finish of any floors where it is necessary to break through to effect repairs; septic tanks and systems in or outside of the home; sewage ejector pumps; sewer and water laterals; shower enclosures and base pans. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.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 us that the vendor did not thoroughly diagnose the failure and she got a second opinion vendor out to her home. We are still waiting for the 2nd diagnosis to be submitted for review.

The consumer advised there was an issue with a water heater. We assigned a vendor but they were advised by the consumer they were not needed.

We are currently waiting for a diagnosis for both claims to determine the failure to continue processing the claims to resolve.

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

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/11/2018COMPLAINT ID: *** To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

On 8/4/2018 an Air Conditioner claim was submitted stating the unit was not turning on. We assigned a vendor on 8/6/2018 in accordance with the policy (see below III. B). On 8/10/2018 the consumer called in stating they had a vendor come out, so we advised the consumer to submit the diagnosis for review. The consumer submitted a paid receipt that showed the unit had a clogged drain line, which was clogged with sludge build up filling the secondary drain pan. This was a failure due to a maintenance issue which is not covered under the policy. Work was also performed without Authorization.

V. COVERAGE

A. Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:

NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

The consumer placed a claim for a well pump not working on 9/26/2018. We were advised during the call that the customer was getting their own vendor. A reimbursement form was sent to the customer with the procedure of how to go through reimbursement. The diagnosis we received was the system was clogged such as the pressure valve, schrader valve and the air volume control. We were also advised the main control board was burnt out. The initial issue was the system was clogged causing the board to fail. The repair was also done prior to getting authorization as the Reimbursement form (see attachment) states as per the 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.

On 9/4/2018 a claim was placed for the water heater stating while taking a shower they heard a thud causing the junction box to fail. We assigned a vendor for water heater claim but we then had to open an electric claim instead on 9/5/2018. We assigned a vendor on 9/5/2018.

On 9/10/2018 the consumer called advising a Reimbursement form was needed as they had gotten their own vendor out to the home to do the repairs. The consumer was advised at that time, repairs done without prior approval are not covered as per section III.C

As we are not an emergency service, repairs can not be made without first contacting us and submitting a claim and contacting us prior to repair 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.

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.

C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.

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.

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.

F. If service work performed under this contract should fail, then we will make the necessary repairs without an additional Trade Service Call Fee for a period of 90 days on parts and 30 days on labor.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

In an effort to provide good customer service, we offered $100.00 good will on the well pump claim which the customer accepted. We also sent a release form in order to resolve the issue, which the consumer refused to sign.

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

Thank you for reaching back out to us. The consumer received a full refund of $401.80 Reference # *** on 11/14/2018 and should see it back on her financial statement within the next 24-48 hrs.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.Sincerely,Laura DTotal Home Protection

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/5/2018COMPLAINT 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 stoppage on 9/14/2018. The diagnosis concluded that the cause of the failure was the kitchen sink drain needs to be replaced all the way to the stack due to corrosion. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;

VII. GENERAL LIMITATIONS OF LIABILITY

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.

In an effort to provide good customer service we offer $100.00 good will towards this non covered failure.

All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.

We at 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 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 provide good customer service, please send the 2nd opinion diagnosis from your vendor 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

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/11/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

Please note that the consumer filed a claim on 10/2/2018. We reached back out to him on 10/4/2018 for additional information. As we are not an emergency service the policy states that we assign a vendor within 2 days during normal business hours and up to 4 days on weekends and holidays.

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 being the consumer is unhappy with the policy, we will offer a full refund. We apologize for any inconvenience this may have caused.

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

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/4/2018COMPLAINT ID: ***To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

The consumer placed a claim for a water heater not heating on 10/3/2018. The diagnosis concluded that the cause of the failure was unit was leaking from the tank. Unfortunately this failure is excluded from coverage. Please see the referenced section of the policy below;

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.

In an effort to provide good customer service, we can offer $100.00 good will to the consumer.

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: ***

To Whom It May Concern:

Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.

In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and to make sure it is removed.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

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.

Please be advised that we have no record in our system for this customer being a lead in our Sales System to be receiving calls. We have checked by name, address and phone number and nothing is coming up. In an effort to provide good customer service, we have reached out to our Marketing & Research department with the customers name, address, email and phone number provided in the complaint to keep an eye out for this information in our system and the make sure if it becomes available to have it removed.We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .

Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/2/2018COMPLAINT 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 consumers plan is a yearly plan for $374.25 with 2 months free and a $45.00 service charge fee. The policy was purchased on 6/29/2018 and became effective on 7/29/2018. We do not offer a $33.00 rate, our standard service charge fee rate is $60.00 with the promotional rate of $45.00.

The consumer placed a claim for a water heater not getting hot on 8/27/2018. The diagnosis concluded that the cause of the failure was there was an internal leak in the tank. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;

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.

A claim was placed for the clothes dryer on 8/29/2018 stating the unit was not heating. The diagnosis was that the vents were clogged and needed to be cleared. This is a maintenance issue and not covered under the policy as per below.

E. Clothes Dryer

COVERED: All components and parts, except:

NOT COVERED: Venting; lint screens; knobs and dials; doors, door seals, and hinges; glass; leveling and balancing; noise without a related mechanical failure; damage to clothing; conditions of air flow restriction due to a lack of maintenance and/or clogged lint screens.

There were two claims placed on 9/6/2018 one for the water heater, stating there was no hot water in the 2nd bathroom and the other a plumbing claim stating there was a leak in the home. We assigned the same vendor to each of the plumbing claims who diagnosed the failures. There was no failure with the water heater at that time and on the 2nd claim the leak was coming from the roof, which the consumer did not have optional limited roof leak coverage.

When there are two claims with the same type of vendor in this case plumbing, as a courtesy we waive the 2nd service charge fee. Being the consumer was charged for both claims, in an effort to provide good customer service, we will refund the consumer $45.00.

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

Just wanted to let you know that this complaint has been settled, we refunded the consumer in full $374.25 on 12/6/2018.

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/5/2018COMPLAINT 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 garbage disposal not grinding on 9/18/2018. We assigned a vendor but have been advised that they do not do work for warranty companies. Our dispatch department is working diligently on locating a vendor with availability. In an effort to provide good customer service, we will waive the service charge fee.

A claim was also placed for an air conditioner on 9/28/2018 stating the unit was leaking water. As per the policy this failure is not covered under the policy as listed below:

V. COVERAGE

A. Air Conditioning System

Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.

COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:

NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

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

3/1/2019

COMPLAINT ID: ***

Total Home Protection properly addressed this review. In an effort to provide good customer service, the service charge fee was waived and the funds should not have come out when processing the reimbursement. We will process a check for $60.00 within 15-30 days. We sincerely apologize for your negative experience . For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103

10/3/2018COMPLAINT 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 Condition not cooling on 8/19/2018. The diagnosis concluded that the cause of the failure was the king valve cap is still attached to the unit, but the cap is rusted/corroded and has been cracked off for some time. This has allowed some freon to slowly leak out which has caused the unit to freeze up causing weak points in the evaporator coils and causing them to leak. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;

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.

D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.

In an effort to provide good customer service, we can offer $250.00 good will to the customer.

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 complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. See attached pictures, which clearly shows the king valve cap still attached to the unit, but rusted/corroded. We were advised it had been cracked off for some time. 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 offer $250.00 good will and we will authorize one free service call fee on the next claim. For further assistance, please reach out to us .

Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST