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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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BEWARE Mislead me in paying a 3 year policy upfront without furnishing a correct policy, in two years THP has found a loop hole in my policy and failed to repair any and all items in my home. This company is a SCAM
DONT FALL TO THIS SCAM - MANY PEOPLE END UP BUYING PLAN FROM THIS COMPANY BECAUSE THEY HAVE OVER HYPER SALES FOLKS WITH AUTOMATED CALLS ETC.
The worst experience you will ever have with any home warranty company..
November 2019 - Called in for HVAC heating issue.. Scheduling took a while and company sent some horrible contractor I can almost guarantee he knows nothing about heating system..
He blamed it on PECO issue and no heating issue.. went back and forth with company for more than week in cold weather at home.. figured out they couldnt do anything so I went ahead with their reimursement option, I hired my contactor he fixed it for $200 and they approved the work & said they would reimburse it by check within 30 business days 4+ months and I am still waiting try contacting every other week but same reasons you can search for the same of their company when you google...
My other experience is with Refrigerator repair.. I really don't want to spend my time behind this horrible company by even typing review .. I am just saying they couldn't send any contractor,........................................................................⇄ /> BE AWARE OF THIS SCAM COMPANY.. PLEASE VALUE YOUR PEACE OF MIND and DON'T LET THEM A DOLLAR THATS MONEY YOU DRAINED.. I HOPE CUSTOMERS DONT ENROLL..
SALES GUY WOULD SAY THEY WILL REPLACE THE ITEM IF THEY COULDN'T REPAIR HOWEVER WHEN ITS THE TIME FOR ANY ITEM THEY WILL READ FINE PRINT IN THEIR POLICY AND THAT MENTIONS THEY WILL ONLY PROVIDE CASH VALUE ACCORDING TO THEIR TERMS..
was allotted a $500 claim reimbursement in September 2019 for a submitted claim under my effective policy. seven months later, I still have not received the $500 check and I have been told by numerous Total Home Protection representatives that their check system was down.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/6/2020COMPLAINT 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.
Due to an internal system issue, there was a delay in the check being sent. The check was mailed 2/28/2020
In an effort to provide good customer service we have added a free service charge fee on the consumers account. We apologize for any inconvenience this may have caused.
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 the consumer would like to cancel as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Don't waste your money and time they are unfaithful they will take your money but will never give you any service.
Although the initial response to my first claim was timely, my experience after their assigning a service representative was horrible!! I was promised, verbally by the salesman from whom I bought the policy (on the telephone), one free service call. However, the "person" who was sent to respond to the claim demanded payment for the service call. I paid him, not remembering the "promise" of "one free service call. He was totally unprofessional and difficult to communicate with - English is not his "first language" and I do not speak whatever he preferred to speak. He took my money and said he'd get back to me when he figured out what parts he needed and how much they cost.
I paid the service representative additional monies for the parts, informing him I would dispute this with Total Home Protection. He took the money, and I called THP to dispute the charges. THP assigned another service company, who came and wanted a much higher amount to fix the problem. So I again called THP and told them I was disappointed with the coverage and their very serious lack of response to all telephone messages (many) and emails (a number). I spent many hours (at least two) on hold, listening to promises of service, which were very contrary to what I experienced: no professionalism, no rapid response, no polite help, no quick action, et al.
It took more than five "requests" and almost two-weeks of constant attempts to communicate with THP to cancel my policy and get refunds for the premium and for the "service never received." Total Home Protection finally agreed to cancel my policy, but only at a pro-rated amount, much in their favor, and much to my displeasure. I acquiesced to avoid further aggravation and acrimony. Getting THP to agree to reimburse for the never received service was also difficult and unprofessional.
Total Home Protection is not the company they promise to be - one that has a "goal...to provide ...customers with a great customer experience...." Very difficult to deal with. Very difficult to communicate with. Very unreliable to meet the promised service their customers pay for and expect.
We filed 3 clams garbage disposal plus 2 refrigerators they didn't fixed any of these the first refer just stop working the 2nd refer the ice maker stop working we called them on the first refer they said because it was in the garage it was not covered the garbage disposal had a leak and needed to be replaced so we bought and just wanted it installed they said no on that and on the 2nd refer the one in the house they said the ice maker was not covered so we called them we spoke to a man named Keith he was one of the managers he told my wife because we had been good customers he would add it to the plan and send somebody to give an estimate when the estimate came it was 630 dollars my wife called them to find out what they were going to do they said it was a water leak and it wasn't covered my wife called again and spoke with Keith he said he was sorry but all he could do is send us 225 dollars to fix the problem our selves now they are saying we don't get the 225 either can you help we have no ice maker
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
3/2/2020COMPLAINT ID:***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a refrigerator ice maker not cooling on 5/23/2019 stating the unit was not working. The consumer was advised they did not have optional ice maker coverage and this was not a covered claim.
VI. OPTIONAL COVERAGE
K. Refrigerator Ice Maker
COVERED: Mechanical components and parts related to the kitchen refrigerator ice maker only, except:
NOT COVERED: Free standing ice makers; ***; disposal and recapture of ***; dispensers; ice crushers; water lines and valve to ice maker; line restrictions. We will pay no more than $200 per contract term for access, diagnosis, repair and/or replacement.
In an effort to assist the consumer, we offered $100.00 goodwill towards this non covered failure and to add the coverage for free to the policy, which the consumer accepted.
The consumer placed a claim on 8/8/2019 for the garbage disposal dripping water. Unable to secure one of vendors with availability, the consumer was advised of reimbursement. Reimbursement is where the consumer contacts a local vendor to come out and diagnose the failure. The consumers vendor must contact us prior to any repair to advise of the failure, parts & pricing. Once approved a check would be processed upon receiving the paid receipt. No documents have ever been submitted to Total Home Protection to review.
On 12/10/2019 the consumer placed a refrigerator claim stating the unit was not cooling properly. The account was in a past due status. While in a past due status, no action is taken on an account until it is in an active status as per the policy.
III. REQUESTING SERVICE – CALL
A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade Service Call Fees and Plan Fees are made current.
The consumer placed a claim on 1/17/2020 for a refrigerator not cooling. The vendor reported there was a mousse caught in the fan and the wires were chewed. The vendor also reported the unit was in the garage. As per the policy, the unit must be located in the kitchen and pest damage is excluded.
V. COVERAGE
C. Refrigerator
Note: Refrigerator must be located in the kitchen.
COVERED: All components and parts, including integral freezer unit, except:
NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; ***; disposal and recapture of ***; ice makers, ice crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions; leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator; wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers and internet connection components.
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; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
On 2/10/2020 the consumer submitted a claim for the refrigerator stating the ice maker broke. The vendor reported the ice maker failed due to a water leak, the ice bucket cracked and the ice seal failed. The icemaker coverage was added the same day 2/10/2020. As per the policy water leaks are not covered (see above refrigerator portion of the policy)
In an effort to provide good customer service we offered the consumer $225.00 goodwill towards this non covered failure which was accepted on 2/17/2020.
The consumer contacted us on 2/28/2020 to cancel the policy which was processed the same day. The goodwill funds were voided as costs incurred.
XII. CANCELLATION
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
The most horrible warranty company with very deceptive sales and service practices. They don’t want to repair/replace any items. The contractors are third grade and Total home protection customer service processes are the worst. No support on the weekend, no emails/calls to inform the contractor to whom claim has been assigned. PLEASE STAY AWAY FROM THIS COMPANY.
1. Read the contract carefully, they do not cover most appliances or cover only parts that don't break
2. Contractors and technicians do not want to deal with this company for many reasons
3. Even you get them to cover your repairs, they will not pay you. I've been waiting for a check for a few month now and they simply hang up on my when I call
If I could give no stars I would. Long story short, Back in November 2019 they deemed my dryer as not fixable and gave me peanuts for a new one, when I called to cancel services they some how found more money to give me towards a new dryer. February 2020 I still hadn’t received the check. Issue in the billing department yet they still seem to collect monthly dues. This company was the worst ever, even the contractors would tell me the company will do the most not to cover appliances. They sell themselves as a peace of mind “if it can’t be fixed we will replace it” but that’s BS. Please stay away from them. I cancelled my services they were terrible in every area.
I called Total Home Protection in reference to my dishwasher and after 3 weeks and 14 calls later, (none were returned) I was told I needed to get an outside repair person and I would be reimbursed the difference of the service call. The person I talked to was in the claims dept. om 30 Jan, 2020 at 12:32 p.m. I was told if the dishwasher could not be fixed it would be replaced. up to $1000.00. The service person said the part was no longer available. He called the Home Protection people and told them the same. I received an email asking to contact the company in reference to the claim which I did 8 times, each time leaving a message. When no return call was made I then looked up the company's owner as well as one of the key principals. I called and left 3 messages before it was returned. The peron who called said they would pay to replace the part. I told her the part was not available. She stated they can make the part and that is what they will replace. I told her that was a play on words and the person who I talked to in the claims dept. said the dishwasher would be replaced. I gave her the name, date and time as to which I had the conversation with and still they have not returned the call.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/24/2020COMPLAINT ID:***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a dishwasher not cleaning properly on 1/13/2020. The vendor reported that motor is not turning properly and the unit needs the motor assembly replaced. The vendor also reported that the part is no longer available. As per the policy " If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair." We offered the consumer $150.00 towards this failure which was submitted on 2/3/2020. Checks are processed within 30-45 business days.
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint: ***
3/4/2020Total Home Protection properly addressed this complaint. All home service contracts have inclusions as well as exclusions. As per the policy 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.
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
We sincerely apologize for your negative experience, but our offer of $200.00 is still available. As a gesture of good customer service we can offer one free service call fee as a courtesy. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 5:00pm EST
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: This is the same response as before. It will cost you money if we need to get attorneys involved, therefore I will accept a settlement of $400.00 to close this case.
Regards
The entire buying experience from beginning to end has been a joy. First off, I like how they didn't spam our emails or phones after requesting a quest. They did reach out at a civilized time and only sent me the information I requested. After a couple of days, giving me time to read the material they sent, I got another call, again at a normal working hour and offered to fill in the gaps the documents might have been missing. After we agreed on the terms and I was ready to sign, not before, they offered me an extra discount and a brand new toaster. They didn't use that to close me, which again I liked. I've been with them for 4 months now, and the same level of customer service that I had in the sales experience has been maintained in the support I received to date.
I purchased a policy with Total Home Protection and paid my premiums for about 1 year. In May of 2019 I filed a claim for repair on my central air conditioning. I paid my deductible and they dispatched a company to access the claim and repair. They then notified me that my claim had been denied. I had the repair work done and paid about $200.00 to cover the cost. It was just a simple repair that was easy to fix. It required the replacement of a fan. I contacted the company and informed that what ever the repairman reported to them was incorrect. They agreed to settle my claim by sending me $150.00. I never received it. Something happen to the card that the premiums was being drawn from. I receive a call just about every day trying to get me to give them another number so that they can collect the premiums. Just this week a representative called me discussing the claim. He informed me that the check was mailed bus was lost in the mail. This company is full of lies and the contract that they do is not worth the paper that it is written on. This was a very bad experience for me that I dom't this treatment and I am very dissatisfied with the services and feel that I havn't been treated fairly.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/19/2020COMPLAINT 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 5/13/2019. The vendor reported that the condensing fan motor and hard start kit failed. It was determined this failure was caused by lack of proper routine maintenance which is excluded from 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; failures due to calcium build-up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; water damage; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure. We are not responsible for drywall or rough finish repairs on not covered claims.
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 assist the consumer we offered $200.00 goodwill towards this non covered failure, which was accepted on 7/23/2019. Checks are processed within 30-45 business days.
The consumers account went into a past due status on 8/18/2019. Checks do not process when an account is in a past due status. Once the account is in active status the check will process. The consumer has not made payments on the policy since 7/18/2019 so the check had not been processed. After 7 months of non-payment the policy was cancelled.
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
Please do not trust Total Home Protection.I had a claim in 12/2019.They did not send a list of HVAC
contractor because they had the wrong email address but had the right email address for the payments to Total home .I will be asking for a full refund from them.
Pat G
I just read what they presented for the first complaint, and part of it is not the truth; which makes me even more angry. I have waited over 6 weeks for them to repair the issue, yes they offered money; but I was told it would be sent out the next business day and I should receive it in 1-2 weeks. Well I call today, and I'm transferred 4 times (again-and as they say, accidentally hung up on); and when I finally got to the resolution department, I was told it was 6-8 weeks. I would never of accepted this, and I would have told them to cancel me; but they made sure they lied about that part and took out another payment on 2-1-2020. I am disgusted with the company, and I have spent more money following their directions then I would of like to have; and I could have bought brand new appliances by now. I have been lied to each and every time I call. I am going to share my experience with family and friends.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/11/2020COMPLAINT 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.
Due to an internal system issue, there was a delay in the checks being sent. The checks have been submitted for processing and will be mailed within the next 5-7 days.
In an effort to provide good customer service we have added a free service charge fee on the consumers account. We apologize for any inconvenience this may have caused.
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 the consumer would like to cancel as per the terms & conditions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
This company is great at giving you the run around and creating hurdles to get reimbursed after you find and hire a contractor to complete work on a covered system or appliance. The whole point of having a home warranty is to avoid coming up with hundreds of dollars to repair appliances and systems (i.e. plumbing, electrical) in your home. After spending months finding a contractor to fix my pool pump (which I pay extra to have covered) they will not reimburse me until I send a cancelled check. I provided the invoice and mailed a check to the contractor as I am now living out of state and they are refusing to reimburse until I show proof of payment. Perhaps there are no contractors for this company because of the runaround to get reimbursed for a covered item.
THP keeps saying they can't send me a check because the bank has some kind of hold. Are they financially stable??? Tell me why they can afford to take my money and pay their employees but not give me the $150 they have owed me for the last 3 or 4 months. They keep saying it will be in the next Friday mailing. Just called them and now they don't know when it will be mailed. They want to give me $150 credit on my next 3 claims. I probably won't have any more claims because it doesn't do any good to call. They always have an excuse as to why they don't have to pay for a claim. It is almost impossible to talk to anybody there. I ask to speak to a supervisor, they put me right back on hold. I asked the last "supervisor" I talked spoke with to let me talk to someone over her. She said she was right under the CEO. I highly doubt that and told her so. So in reality, I will probably never get my money. This place is a scam and should be investigated. Especially the part about the bank putting a hold on writing checks. They have been saying this for at least 3 months.
I paid $1700 for this coverage. After a year, when I realized how bad it is, I asked for a refund and they would only give me $250. They told me to "keep it because I may have a claim one day that they would pay for".
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
2/6/2020COMPLAINT ID:***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a clothes washer on 10/7/2019 stating the unit not agitating and/or spinning, and clothes were still soaked with water. The vendor reported the unit outer tub and inner tub have worn out. The vendor also reported the spin basket was loose and the unit needed a basket assembly. The basket assembly needed is no longer available.
VII. GENERAL LIMITATIONS OF LIABILITY
U. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, we will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.
As per the policy we offered the consumer $150.00 due to parts being no longer available which was accepted on 10/16/2019. Checks are processed within 30-45 business days.
Due to an internal system issue, not banking, there was a delay in the check being sent. In an effort to provide good customer service have expedited the check and have added a free service charge fee on the consumers account. We apologize for any inconvenience this may have caused.
I contacted the consumer to advise the check will be processed and sent within the next 7 days, which the consumer understands.
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
My microwave needed repair. The contractor came out on 10/23/19 and reported findings to Total Home Protection. THP said that it was not worth fixing and they would send me a check for 100.00. To date I still do not have my check.I am being told that there is a delay in the billing department. Kevin W from the resolution department said that the check should be sent out by 2/20/20.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/30/2020COMPLAINT 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 microwave claim on 10/18/2019 stating the unit was not heating. The vendor reported the control board failed. Due to the age of the unit and potential additional failures we offered the consumer funds towards a new unit which was accepted 10/28/2019.
Checks are processed and sent within 30-45 business days.
Due to an internal issue, there was a delay in the check being sent and the consumers account expired. We have expedited this check to be sent within 5-7 days. We apologize for any inconvenience this may have caused.
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Total Home Protection is a SCAM!!! this company is a FRAUDULENT company!!!!
They are just thieves. They take your money and forget about you. How is this company still being operated? There should be a class action lawsuit for all the cost of repair/replacement home owners had to shell out themselves because this terrible company sits back and does nothing. I know, nobody from this terrible company will read this but I hope you all get very ill. Then go to the hospital because you're sick, and doctors can deny any treatment. Just like how they denied repair or replacement after taking all of our money.
I purchased my home insurance on October 2019 and after one month waiting period, my insurance became effective from November 2019. On 3rd week of December 2019, I went for vacation for Christmas to my sister house in NY. After my arrival in Houston on January 2020, I discovered my pool automatic timer is not working. According to contact, I called my warranty company (claim# ***)and the claim approval department of the company considered it as preexisting issue. They were unable to back up their decision with any physical proof and violating their contract policy.My pool turning green already which raised a concern in public health issue.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
1/27/2020COMPLAINT 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 pool/spa on 1/20/2020 stating the pump is not priming and leaking and the automatic timer is not working. 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 12/10/2019. The vendor reported there is a plumbing leak for the pool and the clock has failed. It was determined the pool has multiple issues which take time to develop and will not fail within the short life of the policy.
As per the terms of service:
-This Agreement does not cover any known or unknown pre-existing conditions.
-Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components are in place and in proper working order on the effective date of this Agreement
Coverage went into effect on 11/27/2019. Multiple component failures within 13 days of the policy being in effect indicates the unit did not come into the policy in proper working order on the effective coverage start date of 11/27/2019.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
In an effort to assist the consumer, we offered a free service charge fee towards a future claim, which was rejected.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Complaint ID:***
2/3/2020
We sincerely apologize for your negative experience. In an effort to resolve this complaint we will offer the consumer $150.00 goodwill towards this non-covered failure. A free service charge fee has already been added to the consumers account. For additional assistance, please reach out to us .Sincerely,Laura DonovanTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I just like to know how the $150 credit will work?
Regards