Total Home Protection

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

10/1/2018COMPLAINT 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 the policy was purchased on 3/5/2018 and coverage started 4/4/2018. The consumer requested to cancel service on 9/28/2018. The consumer received a discount for taking out a multi year policy. If the consumer requests to cancel prior to the end term a pro rata standard monthly fee $43.67 is applied. There was 7 months of service at our monthly prorated amount of $43.67 totaling $305.69. There is a $50.00 administrative fee and any costs incurred by us totaling $337.32 (amount paid on both claims). An applicable refund is for $280.04 as per the policy below

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 the are any other questions, please call .

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

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

10/1/2018COMPLAINT 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 9/3/2018. The diagnosis concluded that the cause of the failure was the water heater which was installed in this home is not the correct one. The ventilation system demands are for a power vent water heater and not a standard water heater, which the consumer has a standard water heater. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;

VII. GENERAL LIMITATIONS OF LIABILITY

R. This Agreement does not cover any mechanical failure when the covered item or system has been repaired, modified, disabled or adjusted in any way which prevents us or our independent Service Contractor(s) from inspecting, diagnosing and/or repairing the mechanical failure. This Agreement does not cover any mechanical failure to any covered item or system that has been improperly altered, repaired, installed, modified or damaged in the course of remodeling or unauthorized repair.

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

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: ***

6/3/2019

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We advised the consumer they could get a second opinion diagnosis and send to us for review. We made numerous attempts to contact the consumer and have not received any paperwork regarding this claim. We sincerely apologize for your negative experience and would like to assist with a resolution. The consumer can send us the second opinion diagnosis/receipt for us to review. If approved the consumer will be reimbursed for the repair.

Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST

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

9/28/2018COMPLAINT 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 clothes dryer having a burner odor on 9/3/2018. We assigned a vendor and we were advised by the consumer he was disrespectful so we assigned a new vendor. Unfortunately the second vendor was to unable to service the claim. Unable to get a technician with availability we offered the consumer to go through reimbursement, where the consumer would contact their own technician to diagnose the unit and once approved, we would send a reimbursement check upon receipt of the invoice.

The consumers vendor contacted us with a diagnosis stating the unit was pulling real high amps, the wiring was bad on the inside with a burning smell coming from the motor. When asked what he felt needed to be repaired he stated he thought it was the motor but had not completed the diagnosis. He was advised to complete the diagnosis and contact us back.

As we are not an emergency service, we sincerely apologize for your negative experience we can offer a free service charge fee for their next claim.

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: ***

6/3/2019

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. In an effort to assist, on 10/1/2018 the consumer was offered a full refund which they advised us they would think about it. We then offered $100.00 good will which the consumer declined. The consumer was given a full refund on 10/17/2018 to resolve.

Sincerely,
Laura D
Total Home Protection
Toll Free:
Hours: Monday - Friday, 9:00am - 6:00pm EST

Revdex.com***

9/28/2018COMPLAINT 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 on 12/18/2017 for a Microwave not coming on. The diagnosis stated that there were multiple component failures, the magnatron, transformer and diode failed. The consumer was advised that the unit was not worth the repair and was offered $240.00 which was accepted.

On 5/23/3018 the consumer placed a claim for the Air Conditioner not coming on. The diagnosis we recevied stated that the drain line was clogged and needed to be cleared. This is a maintanence issue which is not covered under 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.

Please note the policy was purchased on 9/13/2017 and coverage started 10/13/2017. The consumer requested to cancel service on 7/19/2018. We discussed the cancellation policy as outlined in the terms & conditions. An applicable refund was given of $166.97. There was 9 months of service at our monthly prorated amount of $43.67 totaling $393.03. There was a $50.00 administrative fee and costs incurred by us totaling $365.00. An applicable refund was mailed to the customer of $166.97 on 8/10/2018 within the 15-30 days time frame.

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 *** have an unwavering commitment to uphold our founding ideals to provide industry-leading *** products and exceptional services to the customers we're privileged to serve. If the are any other questions, please call 1-800-545-.

Sincerely,Laura D

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

9/24/2018COMPLAINT 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.

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

A claim was placed on 6/30/2017 stating the Water Heater was leaking. The consumer was advised prior to sending a vendor out that the tank leaking is not covered under the warranty. The consumer stated it was leaking from the top and wanted a vendor to look at it. We assigned a vendor and the diagnosis was the unit was rusted/corroded at the top of the main holding tank. This failure is excluded from coverage as per the policy.

G. Water Heater

COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:

NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.

In an effort to provide good customer service we offered $100.00 good will payable to the vendor.

The consumer placed a claim for a Heating system on 9/18/2018. 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.

The consumer was dissatisfied with the terms of service and requested to cancel coverage. In an effort to assist the consumer we waived the $50.00 administrative fee for cancelling the policy prior to the term date.

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

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

Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We sincerely apologize for your negative experience and would like to assist with a resolution.

Our Authorizations team reviewed the 2nd opinion diagnosis stating the gas valve failed, the blower motor was dirty and leaking oil. It was determined this failure is excluded from coverage as per the policy

B. Heating SystemNote: Coverage available on units up to a 5-ton capacity, and for residential use only.COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heat exchangers; heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.VII. GENERAL LIMITATIONS OF LIABILITYD. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.The consumer requested to cancel on 9/20/2018 which was processed on the same day. In an effort to provide good customer service we can offer 1 month of service refunded.For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 8/30/2018. The diagnosis concluded that the cause of the failure was due to the reversing valve on the heat pump system not fuctioning causing the unit to get no freon and causing the compressor to fail. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
B. Heating System
Note: Coverage available on units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) systems, either hot water and steam heating system or centrally ducted forced air gas/electric/oil heating system or electric baseboard units, if providing the primary source of heat in dwelling, as follows: accessible ductwork from covered heating unit to point of attachment to register/grill; blower fan motors; burners; controls; fan blades; heat/cool thermostats (programmable and electronic set back units will be replaced only with standard units); heat exchangers; heating elements; ignitor and pilot assemblies; internal system controls; wiring; and relays; motors (excludes dampers); and switches. Electric baseboard units are covered if they are the primary source of heating for the property.
NOT COVERED: Chimneys, flues, and liners; cleaning and re-lighting of pilots; concrete encased or inaccessible ductwork; concrete encased or inaccessible steam or radiant heating coils or lines; conditions of water flow restriction due to scale, rust, minerals and other deposits; cracked heat exchangers; rusted and/or corroded heat exchangers; maintenance and cleaning; calcium build-up; evaporator coil pan; primary or secondary drain pans; fossil and dual fuel control systems and other energy management systems and controls; dampers; asbestos insulated ductwork or piping; electric baseboard heat unless primary heating system in home; filters (including electronic/electrostatic and de-ionizing filter systems); fireplaces and their respective components and gas lines; free-standing or portable heating units; heat lamps; pellet stoves; fuel storage tanks, lines, and filters; gas log systems, including gas feed lines; valves; key valves; oil filters, nozzles, or strainers; humidifiers; inaccessible water/steam lines leading to or from system; backflow preventers; individual space heaters; panels and/or cabinetry; radiant heating systems built into walls, floors or ceilings; registers and grills; secondary units; solar heating devices and components; maintenance; noise without a related mechanical failure; improperly sized heating systems; mismatched systems; and structural components.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.
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 $200.00 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 ***.

Revdex.com***

9/24/2018COMPLAINT 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 Air Conditioner leaking water on 7/27/2018. The customer was advised that water leaks are not covered under the warranty. The customer advised the coil was broke and blowing water out of it. In an effort to provide good customer service to the customer, we sent a vendor to diagnose the failure. The diagnosis concluded that the cause of the failure was Rust/Corrosion on the Evaporator Coil causing it to leak freon and the drain pan is cracked. Per our policy this failure is clearly excluded from coverage. Additionally this is considered a pre existing condition as the failure could not have happened within the start date of the policy on 7/9/2018. Please see the referenced section of the policy below;

I. BASIS FOR COVERAGE

A. Air Conditioning System

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

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

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

VII. GENERAL LIMITATIONS OF LIABILITY

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 dishwasher claim was placed on 8/3/2018 stating the unit comes on but nothing happens. The diagnosis was the board, touch pad, wire harness and float switch all failed. With multiple component failures it was determined these failures could not have happened within the time frame of the start date of the policy of 7/9/2018. The policy does not cover a unknown or known pre existing condition.

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

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

Sincerely,Laura D ***Toll Free:

properly addressed this complaint 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. We were advised the unit was leaking water by the consumer, our vendor advised it was leaking freon due to the coil being rusted/corroded, as well as the drain pan being cracked.

We sincerely apologize for your negative experience, but the failure to the dishwasher is not included in coverage. As a gesture of good customer service we can offer $100.00 good will for the dishwasher claim.

We are currently not selling contracts in the State of *** due to a licensing issue which we are working with the CIC. We are still able to serve the current customers we have. 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 Donovan***Toll Free: ***Hours: Monday - Friday, 9:00am - 6:00pm EST

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

9/20/2018COMPLAINT 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 9/12/2018 for the Air Conditioner not coming on. During the initial claim call-in questionnaire, we asked the consumer when was the last time the unit was working properly, and the consumer advised 9/11/2018. As per the terms of service:

- This Agreement does not cover any known or unknown pre-existing conditions.

-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement

Coverage went into effect on 9/2/2018. The diagnosis concluded the the condenser fan was not running at full capacity and the unit needed a capacitor. Due the being advised the fan was not running at full capacity, the unit was still in the process of failing. This failure happens over time and could not have happened within the 9 days the policy was effective.

In an effort to provide good customer service we offered goodwill of $450.00 and are waiting to hear back from the consumer.

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 DonovanTotal Home ProtectionToll Free: www.totalhomeprotection.com

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 of Total Home Protection. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.

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

Sincerely,

Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com

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

9/27/2018COMPLAINT ID: ***To Whom It May Concern:

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

The consumer placed a claim for the Air Conditioner not cooling on 9/4/2018. Unable to get an available technician we offered the consumer to go through reimbursement, where the consumer would contact their own technician to diagnose the failure, once determined it is a covered failure, we would send a reimbursement check upon receipt of the invoice. The consumer was advised to have the vendor contacted us prior to any repairs to confirm the failure. We were advised by the vendor that the repair was done prior to him contacting us. 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.The diagnosis from the vendor was the unit was completely out of refrigerant. Pictures were sent and our Authorizations team determined the failure was due to rust/corroded coil. As per the policy rusted and/or corroded coils are not covered under the policy.

V. COVERAGE

A. Air Conditioning System

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

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

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

In an effort to provide good customer service, we offered the consumer $125.00 good will which the consumer refused.

The consumer requested to cancel the policy. The consumer was advised they would be entitled to a pro rata refund at the standard contact fee rate for the unexpired term, less a $50.00 administration fee and any costs incurred by us. As per the terms of the policy the customer was refunded $313.62 as the policy was purchased 7/12/2017 and cancelled on 9/14/2018 at a standard monthly rate of $43.67.

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 cancellation requests must be submitted in writing.

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

Thank you contacting us with the above referenced review. We at Total Home Protection treat each review with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim on 6/21/2018 for a Air Conditioner not coming on. The diagnosis concluded that the cause of the failure was a restriction in the line set. This has been determined to be a Lack of Maintenance Failure. When there is a line restriction it can be detected during maintenance. Anytime the air conditioners refrigeration system is worked on a filter drier needs to be replaced. This prevents contaminants from getting into the sealed system, avoiding restrictions. 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.
In an effort to provide good customer service we are offering the consumer $200.00 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 D
Total Home Protection
Toll Free: ***
www.totalhomeprotection.com

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

9/12/2018COMPLAINT 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 the Air Conditioner not cooling on 7/25/2018. 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 7/20/2018. As per the terms of service:

- This Agreement does not cover any known or unknown pre-existing conditions. -

- Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement

The diagnosis from the vendor was the compressor was failing, it was still pumping but not how it should. This type of failure happens over time. The unit was still in the process of failing and had not completely failed yet which proves it is not an immediate failure. Coverage went into effect on 7/18/2018. Being that the unit was not working properly on 7/20/2018, this is absolute definition of a “pre-existing condition” and NOT in proper working order on the effective coverage start date of 7/18/2018.

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

The consumer requested to cancel the policy. The consumer was advised the she would be entitled to a pro rata refund at the standard contact fee rate for the unexpired term, less a $50.00 administration fee and any costs incurred by us. As per the terms of the policy the customer was refunded $218.99 as the policy was purchased 6/18/2018 and cancelled on 9/12/2018 at a standard monthly rate of $43.67.

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 cancellation requests must be submitted in writing.

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 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 within 10-15 days. 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

9/17/2018COMPLAINT 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 plumbing issue advising us they were not sure where the leak was coming from on 5/18/2018. The consumer was advised that we do not search for leaks and we needed to know where the leak was coming from. We were advised the leak was coming from the slab. As per the 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.

The consumer created access to locate the leak, being the claim was a non covered failure, as per the policy we do not close the opening.

VII. GENERAL LIMITATIONS OF LIABILITY

C. At times it is necessary to open walls or ceilings to make repairs. The Service Contractor provided by us will close the opening, and return to a rough finish condition. We are not responsible for restoration of any wall coverings, floor coverings, plaster, cabinets, counter tops, tiling, paint, or the like. 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.

A claim was filed on 5/17/2018 for the garbage disposal not coming on. A vendor was assigned and the diagnosis was the unit had a shorted out motor. Authorization was given to our vendor to replace the unit.

The policy was purchased on 2/28/2018 and the consumer requested to cancel on 7/16/2018, she was given the pro rata refund amount of $429.65. The breakdown is as follows $43.67x 6 months of coverage= $262.02. Claims paid out $231.38 plus the $50.00 administrative fee. $262.02+ $231.38 + $50.00 totals $543.40. The consumer paid us $973.05- $543.40 = $429.65 which the consumer was refunded.

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 review. We sincerely apologize for your negative experience, in an effort to resolve this complaint we can offer $150.00 refund as requested as a courtesy. 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

9/11/2018COMPLAINT 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.

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 Electrical system stating several outlets were not working on 9/4/2017. Unable to get an available technician with availability we offered the consumer to go through reimbursement, where the customer would contact their own technician to service the unit and we would send a reimbursement check upon receipt of the invoice. There are certain areas where vendors are limited.

In an effort to provide good customer service, we have waived the $60.00 service charge fee. Our Dispatch team is working diligently on securing a vendor for this consumers 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

Total Home Protection properly addressed this complaint. We sincerely apologize for your negative experience as there are some areas where we are limited with vendors but 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 within 7 days. For further assistance, please reach out to us 1-800-545-0402.Sincerely,Laura DTotal Home ProtectionToll Free: (800) 545-0402Hours: Monday - Friday, 9:00am - 6:00pm EST

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 *** being one of our customers. This complaint is intended for Total Protect and not Total Home Protection as stated in the complaint. We are not affiliated with Total Protect/Cross Country/HMS in any way.

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.com1411 K St. NW, 10th FloorWashington, DC 20005-3404 9/10/2018Complaint 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.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. This complaint may have been intended for Total Protect which we are not affiliated with, and not Total Home Protection.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 apologize for any inconveience this may be causing.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection

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 8/7/2018. The vendor advised us that the compressor was shorted to groundf. 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.

The consumer got a second opinion and submitted the diagnosis to us as the failure not being a shorted to ground compressor. The diagnosis we received states there were 2 failed capacitors. We are in the process of reimbursing the consumer $214.00 for the repair.

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

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

8/31/2018

COMPLAINT ID: ***

To Whom It May Concern:

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

The consumer placed a claim for the Refrigerator on 8/2/2018. We received a diagnosis stating there were multiple component failures and it was determined with the age and failures with the unit that we would offer a buyout of the unit for $375.00 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 1-800-545-0402.

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

Total Home Protection properly addressed this complaint and have been in contact with the consumer. 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 the buyout of $375.00 and have included one free service call fee for the next claim. For further assistance, please reach out to us 1-800-545-0402.Sincerely,Laura DonovanTotal Home ProtectionToll Free: (800) 545-0402Hours: Monday - Friday, 9:00am - 6:00pm EST

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

8/31/2018COMPLAINT ID: ***To Whom It May Concern:

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

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 Air Conditioner on 8/27/2018 stating the unit was not coming on. Unable to get an available technician with availability our dispatch team worked dilengently to locate a vendor with availability. We were able to assign a vendor on 8/31/2018 who can go out the same day and we waived the service charge fee of $45.00 as a courtesy for the consumers inconvenience.

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 as we are not an emergency service, provided a vendor within the scope of the policy as per below

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.

VII. GENERAL LIMITATIONS OF LIABILITY

O. This Agreement does not cover delays or failures to provide service caused by, or related to any of the exclusions listed herein; shortages of labor and/or materials; or any other cause beyond our reasonable control. This Agreement does not cover additional charges to access or transport materials, supplies, or independent Service Contractors to the covered property due to lack of or inhibited serviceability, such as but not limited to, tolls, required use of ferries or barges and/or remote locations.

P. This Agreement does not cover any incidental, consequential, special, and/or punitive damages, and you agree to waive any and all claims for such damages, arising from, resulting from and/or related to the failure of any item or system, including, but not limited to, food spoilage, loss of income, additional living expenses, and/or any loss, damage, cost or expense directly or indirectly arising out of or resulting from, or in any manner related to mold, mildew, mycotoxins, fungus, bacteria, viruses, condensation, wet or dry rot and/or other property damage.

We sincerely apologize for your negative experience and wanted to assist with a resolution. In an effort to provide good customer service we waived the service charge fee for this claim. For further assistance, please reach out to us ***

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

Complaint #***

To Whom It May Concern:

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

Please be advised that we have no record in our system for this consumer being a customer in our system. We have checked by name, address and phone number and nothing is coming up. This complaint may have been intended for Total Protect, which we are not affiliated with and not Total Home Protection.

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

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