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Address: 300 McGaw Drive, Ste 2, Edison, New Jersey, United States, 08837
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This company is a scam. We bought a home warranty plan and paid for a full 5 year coverage. They took our money, over a thousand dollars. Our AC unit broke in the middle of August and we've been without AC for 11 days now with no resolution. Not even close to getting resolved. They keep denying our claim on an 20 yr old unit that lived way past its life expectancy. Customer service team is the worst. They're only interested in looking for a reason to deny claims instead of finding the true reason of the problem. If we chose to terminate our contract they will charge us a penalty. They have robbed us of money and more people are at risk of being scammed of thousands of dollars.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/29/2018COMPLAINT ID: To Whom It May Concern:Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Air Conditioner not cooling on 8/17/2018. The diagnosis concluded that the cause of the failure was the compressor has open windings. This failure is due to a Lack of Maintenance which is not covered in the policy. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
VII. GENERAL LIMITATIONS OF LIABILITY
S. This Agreement does not cover performance of routine maintenance. You are responsible for performing all routine maintenance and cleaning for all covered items and systems as specified and recommended by the manufacturer. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We will not pay for repairs or failures that result from your failure to perform normal or routine maintenance.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we offered $550.00 good will to the consumer which was rejected. We are currently in the process of Mediation.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the Air Conditioner failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we can offer a full refund of $1,621.76 and cancel the policy with no charges for service and waive the $50.00 Administration fee. For additional assistance, please reach out to us .
Sincerely,
Laura D
Total Home Protection
Toll 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. Due to my dissatisfaction with this warranty company and they way my claim was handled, I accept a full refund of my policy for $1621.76, and cancel the policy with no charges for service, and waive the $50.00 administration fee.
Total Home Protection,
when can we expect to receive our refund?
Regards
On 7/16/18 I purchased a home warranty plan. Due to the 30 day waiting period the plan did not go into effect until 8/15/18. The following weekend on 8/18/18 I went to use the garbage disposal and it just made a humming sound. We filed a complaint right away in an attempt to get someone out right away. I didn’t receive a response until 8/21/18 through email stating we need to call the contractor to schedule an appointment. We had an appointment today in which the contractor relayed to the warranty company that the garbage disposal was bad and needed to be replaced. Our claim was denied due to it being a pre existing condition. I’m confused as to how it is considered a pre existing condition when the appliance did not malfunction until the plan was effective. Therefore it will be my believe that any claim submitted will be rejected due to a pre existing condition since nothing is new and no one came in to inspect our house to see what was working at the time we signed up. Believe me that I am not in the business of making complaints however this is wrong. If you are going to consider that it is a prexisting condition then I’m paying monthly for nothing to be repaired. I’m not a dishonest person and the supervisor my husband spoke to eluded that we are due to calling shortly after the plan was in effect. So disappointing!!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/28/2018COMPLAINT 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 the Garbage Disposal on 8/19/2018. 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 8/17/2018. 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 8/15/2018. The diagnosis concluded that the motor was humming and not turning off and the unit was leaking from the bottom. With the policy being 2 days old, it takes longer for the unit to be worn through to the point of leaking and the motor to fail, indicating the unit did not enter the policy in proper working order on the effective coverage start date of 8/15/2018.
We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company; however, this claim does fall outside the scope of coverage.
In an effort to provide good customer service we offered goodwill of $75.00 and a free service charge fee which the customer has accepted.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any questions, please contact me at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
My dishwasher doesn't work I call the company they took to long to send me a technician he came and charge me $45.00 for deductible and told me they will come on Monday to repair they never show up every day I call they send me to the next day always lying the company charge me $32.75 a month since may 15 total $176.00 they never want to fix the problem now I am tired I need my money back $32.75×4 +$45.00 deductible
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 7/30/2018 for a dishwasher not coming on. We received the diagnosis which concluded that the cause of the failure was a bad motor/pump assembly. The claim was approved for repair on 8/14/2018 We spoke to the vendor on 8/22/2018 and were advised they are waiting for the part. The repair was completed on 8/24/2018.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at ***
Sincerely,Laura DTotal Home Protection
I am *** complaint # *** I want Revdex.com to close the complaint as resolve thank you very much
I paid $1746.50 warranty contract, term 12/24/2017-12/24/2023, policy #***, Total Home protection refused to repair the Refrigerator, claim # ***, they claim it is secondary damage and gave me the option to hire a private Technician, I purchased *** Warranty contract and *** repaired the Refrigerator and stated in writing that Total Home Protection installed parts NOT PROPERLY on May 31 2018. Furthermore they refused to come to repair the second refrigerator (under the term of the policy). I wrote a certified registered letter to Laura D the manager of the claim department, confirm that I want to cancel the warranty policy immediately and refund my money in full of $1746.50 plus *** charges of $237.38. I sent Laura D the written comment made by *** Technician and the invoice. I received no reply. I just want my money back and I will be happy to send you a full documentation.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/21/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The consumer placed a claim for a Refrigerator not cooling on 4/23/2018. The diagnosis concluded that the cause of the failure was the heating element had shorted out and the claim was approved for repair on 4/26/2018. On 5/9/2018 the consumer called in stating there was an issue with the unit so we dispatched the same vendor to go back out on the recall. The diagnosis we received was the defrost timer board was faulty. The vendor advised us that when the unit failed the defrost control board was damaged due to the incorrect readings given off by the faulty heating element. Per our policy secondary damage is excluded from coverage. Please see the referenced section of the policy below;
VII. GENERAL LIMITATIONS OF LIABILITY
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
The consumer requested a denial in writing which was provided on 6/8/2018.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any further questions, please contact us at .
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy, which was grounds for denial of coverage. We were advised by the vendor that the heating element WR51X10042 was the issue and approved this repair. The part was replaced on 4/29/2018. We were advised on 5/9/2018 stating there was still an issue with the unit. The vendor was sent back out on a recall as it was within the 30 days since the repair. We were advised at that time that the defrost timer board was failing. It was determined this failure was secondary damage due to the readings given off by the faulty heating element. We contacted the vendor back who assures us there is no way to improperly install this part as it just gets plugged in. (picture included).
We sincerely apologize for your negative experience and would like to assist with a resolution. The policy is currently still in effect as no request for cancellation has been received. A retention manager will contact the consumer for cancellation of the policy. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm 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: I will contact an attorney in Philadelphia as soon as possible to issue proceeding in court against Total Home Protection.
Regards
I have three properties that use Total Home Protection. They are one of the worst Home Warranty companies available. Always denying claims, poor customer service, and difficult to get a hold of in times of need. I have a 16 year old water heater that finally broke down. Total Home Protection quickly denied the claim. Water heaters usually last for about 6 years before breaking down. Total Home protection offered no help. They are garbage!
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/21/2018COMPLAINT 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 leaking on 8/18/2018. The consumer was advised that if the tank is leaking that it is not a covered failure under the policy. The consumer stated that it could be the pressure valve and wanted a vendor assigned. The diagnosis concluded that the cause of the failure was the unit was leaking from the tank and was in need of code upgrades. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement
VII. GENERAL LIMITATIONS OF LIABILITY
F. This Agreement does not cover upgrading or making modifications to items due to, but not limited to, the following reasons: capacity (over or undersized); dimensional or design change; conditions of insufficient or excessive water pressure; conditions of inadequate wiring capacity; circuit overload; power failure and/or surge; failure to meet building code(s); zoning requirements; utility regulations; or failure to comply with local, state or federal laws or regulations.
G. This Agreement does not cover any costs associated with construction, carpentry, or other modifications made necessary by the repair or replacement of existing equipment or installing different equipment. This Agreement does not cover any costs associated with any upgrades or modifications to comply with federal, state, and/or local law, code, regulation, or ordinance. All such costs are your responsibility.
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 home is getting older so I started looking for home warranties. I stared calling around to get estimates on home warranty companies starting in April of 2018. I found Total home warranty I stared talking with a sales person regarding what was covered. We spoke for over a week talking mainly about air conditioning coverage because my unit is getting very old and I needed the best coverage. The sales rep told me that if I got the platinum plan it would cover everything with my unit. He stated that everything from the wiring, coils, condensers, electrical, Freon, and if they could not fix it they would replace the unit. After talking with the rep my boyfriend put the cost of the policy on is credit card a cost of $550.00. One week after getting the plan with total home warranties I was sent a book that broke down the coverage on each and everything in my home. I looked at the book and it said and it said one small paragraph about what was covered and then showed a huge section of what was not covered. So I called the rep back and asked him about that, he sad I had the platinum plan and not to worry because it would cover it all. So I called for service call on the 17th of June to come fix my unit and they sent over accompany on the 18th of June. The service person opened my unit and just took a look at it and said the wires are all disconnected and that he would not fix my unit. I watched everything he did and that was nothing but taking pictures. And were not even here a total of 15 minutes then he came down off the roof and told me I needed to pay the $45.00 service call and he would go back and ask Total home to give him more time to fix it. Total home called me two days later and said they would not cover any work with unit because it was an electrical issue and they do not cover that. I spoke to My AC Company and I was told it was not an electrical issue it was normal wear and tear on the condenser. So now I am fighting with the appeal department to get it fixed and getting nothing
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/20/2018COMPLAINT 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 6/18/2018 for a Air Conditioner not coming on. The diagnosis concluded that the cause of the failure was a shorted to ground compressor. Per our policy this failure is clearly excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
A. Air Conditioning System
Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
NOT COVERED: Filters; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; thermal expansion valves; all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service we were working with the consumer for her to purchase a unit through our Purchasing Department at our cost. She was advised that in order for us to proceed with getting pricing we would need the dimensions for her old unit which we have never received from her vendor after multiple attempts to reach him for that information.
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
. At this point all I am asking for is for the return of my $550.00 that was paid and my $45.00 copay for the rep doing nothing to fix it.to them. So I can get a real home warranty that will fix my air. This company miss lead me and lied to me about the coverage of the policy and now they are telling me I had to pay to replace my unit. This company miss represented the policy and lied about the coverage.they told me everything was covered!!!!
[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:
Regards,
Diane Mchugh
Total Home Protection properly addressed this review and cited applicable sections of the policy, which are grounds for denial of coverage. All home service contracts have inclusions as well as exclusions. In this case the Air Conditioner failure was as a result of a non-covered condition.
We sincerely apologize for your negative experience, but this failure is not included in coverage. As a gesture of good customer we can offer a full refund of $486.75 which is what the consumer paid to us not $550.00. We will waive the $50.00 administrative fee for cancellation of the policy. The $45.00 service charge fee can not be refunded, the vendor did provide service which the consumer paid the initial $45.00 and we pay the vendor the balance of his $100.00 service charge fee. For additional assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
I contacted Total Home Protection when my toilet started leaking. I filed a claim with THP the first week of April. I rec'd an email April 4th saying that my repair had been scheduled. The plumber called to inform me that I was not in his area and he had informed THP that he would not be handling this. I did nto hear back from THP and emailed them again. I received another notification and this plumber called and said he was not under contract with them but if I was available he would come out but I would have to pay for the work because he has been burnt by these types of companies. I emailed THP again and was told to find a plumber and send them the bill. This was THREE WEEKS (April 21) without the toilet to get to the point where I called my regular plumber. He came that day and fixed the toilet. I paid the plumber and submitted the invoice. I did not received the reimbursement till 48 days later. I tried canceling the service but am locked in for the full year AND they will not post that the policy is to be canceled as of Febraury 2019. I have to call and cancel at that time. I cannot get into my payment account to remove my credit card info either.
Thank you contacting us with the above referenced review. 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 plumbing claim on 4/4/2018. 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.
We initally authorized the reimbursement of $65.00 which was processed. We were advised of a different amount and reprocessed the payment which was sent out on 6/1/2018. We sincerely apologize for the delay in receiving the funds, but once the amount was changed it caused a delay.
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 questions, please contact me at
I recently had a problem with my AC as it was not very cool. I called and filed a claim with Total Home Protections and they were very helpful and genuinely concerned with helping me get the problem fixed as soon as possible. They arranged for a contractor to come out that afternoon. It was out of freon. The tech filled it up and cleaned it and it was cooling fine again. Overall I have had a great experience with this company so far. I'm glad I chose them for my home warranty needs.
Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We 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. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at ***.
This company will not stop calling me. These are automated messages that come from a multitude of different phone numbers. If I block a number, a different one will call me the next day.
Revdex.com1411 K St. NW, 10th FloorWashington, DC 20005-3404 8/17/2018
Complaint ID: ***Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.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.Sincerely,Laura DConsumer Advocate SpecialistTotal Home Protection
My daughter got coverage from Total Home Protection in December 2017. They were not able to fix her garbage disposile, because of coroision, in the first week of August. I was not aware of this until August 15th when she came over the house.
I got coverage from Total Home Protection on August 13th for two homes and it was a 5 year term and the 6th years was free the cost was $1625 for 6 years on each property. When I found out on August 15th about the garbage disposal not being covered. I decided to cancel my policy on August 16, 2018.
I had such a difficult time canceling, Mr. Angle Santiago, Mgr, would NOT cancel my policy until I would give him my daughters address to see if there was anything he could do, Well, needless to say, there was nothing that could be done. Mr. Santiago was pushy and persistent and he was doing everything possible for me to join for 1 year. The coverage for both homes was $3250.
When I enrolled on the 13th of August, Total Home Protection INSTANTLY Charge my credit card $3250.00. My Dispute is that Total Home Protection will NOT refund my money till 15-30 days from August 16, 2018. This is Abuse. Mr Santiago laugh at me and said to me what will I be reporting that they would cancel my policy today, that I have no grounds for a dispute.
I had warranty to fix appliances in my home,, I call on 7/15/2018 about air conditioner being broken. Which I was told tech would call next day, but on 7/16 2018 no tech called, so I called later that evening and was told my payment was denied forJuly, so I used another credit card anit was paid. So I called again 7/18/2018, because I was suppose to get email that morning, which did not happen. So on 7/19/2018 I was given company name Extraordinary Air and phone number, which I called and was told that they had not had any contact with Total Home Protection n long time. When I called back to tell them what was said, she states would find another one, but told me their where no venders in my area, now this had gone on for 5 days with out air and I do have disabilities, which are brain injury and ADHD. So that evening I called ***, who put in air conditioner in 2008. I had appt for between 8-11 am on 7/20/2018, thank God. I was told service run $90.00 and cost to fix, I've paid Total Home Protection $34.93 x 6 months. Laura *** called left message, but I could not get back in contact with her. *** charged me $270.00 for all service, $90.00 service run, $135.00 capacitor and $45.00 labor, which the total was $270.00. Tech from *** called and spoke with a person from Total Home Protection and explained what was done. This was worse service I've every had, so I called and told them air conditioner was fixed , I would pay $45.00 fee and other money need to be refunded for $225 to me. On 7/30/2018 called me said I would get $225.00 back in week, which has never happened. I faxed the information to Revdex.com on 7/21/2018 @ 10:57 am, sent me email to do on line, which I've done. I also canceled my subscription with them on 8/6/2018. Thank you. Ruby Smith-Forte, 502-741-7681
Thank you for reaching back out to us. The payment for August will be refunded and the account will be cancelled. It remained open in order for the reimbursement check to process. I apologize for any inconvenience this may have caused.
Regards,
Laura ***
Consumer Advocate Specialist
Total Home Protection
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been with Total Home Protection for almost 2 year. Never had a problem until July. My garage door opener gear bent and the chain will not stay on the garage door opener. I called Total Home Protection at least 6 time and they said they will send some one out but never do. They never emailed to.Very poor quality company. Now I know it would be very hard to get them to pay for anything. What I have read on complaint and reviews. They make excuses.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/17/2018COMPLAINT 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.
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 consumers policy started 4/30/2017. A claim was placed for a Garage Door Opener on 7/17/2018. We were advised by the consumer that the gears were bent but would contact us back once he got back from vacation. At that time we offered the customer $100.00 in the event he did not want wait on a vendor and to get his own. We received a call back from him on 8/7/2018 and he was advised that we were unable to get a vendor with availability we offered him 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 on 8/11/2018. The consumer had a monthly service plan, no refund was due. In an effort to provide good customer service we waived the $50.00 administrative fee upon cancellation of the policy.
All claims have been properly serviced in accordance with the Service Agreement. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. 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 and would like to assist with a fair resolution between all parties.In an effort to resolve and close the dispute, we will refund the customer $200.00 as requested. We will issue a check in the amount of $200.00 to be received within the next 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
[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 disappointment! Total Home Protection does not stand behind their contractors. You better hope who comes to fix your appliances is knowledgeable. If they don't fix it right the first time. Total Home Protection will put the responsibility back on the customer.
I wish I never purchased this service. I have been without a refrigerator for over a month now. My refrigerator was not keeping its cool, so I called Total Home Protection and they dispatched someone in my area to look at my refrigerator. After the guy diagnosed it, he said it would be 3-4 weeks for a special order for a part. I waited almost a month and had to eat fast food because I was unable to keep anything cool in my house. After the part was delivered. The repair guy claimed there were more things to be repaired to the unit. He then packs his things and leave and says either he or Total Home Protection will be calling me.
I was later told by Total Home Protection they are not responsible for secondary damages. I was told that I would have to pay $185.00 out of pocket in order for my fridge to be repaired because they aren't covering it.
I spend over an hour and a half talking to supervisor Felicia and Angel who was the Resolutions Manager. Both of them could not explain why my fridge could not be repaired or replaced.
Angel stated that because Total Home Protection already paid once to have it repaired, they were not going to pay to have the problem fixed because the guy did not do his job properly. Angel also stated because they already spend over $300 on the main part that did not work, they refuse to do any other work.
I asked Angel how the appliances get replaced, he still did not have an answer. So basically if the repair guy drops the ball, Total Home Protection will put responsibility on the customer to pay.
Purchasing this protection plan was a waste of my money and a lesson learned to never to do business with this company again. It is too late to get my money back, so Total Home Protect has every right to ignore my complaints. But I will make sure people know to look elsewhere and not consider Total Home Protection.
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 Refrigerator not cooling on 7/12/2018. The diagnosis concluded that the cause of the failure no voltage going to the compressor or fans and the main control board shorted out. We authorized the repair of the control board which was the initial failure. We were also advised that additional failures were found with the inverter board which was caused by the initial failure of the control board. Per our policy this failure is excluded from coverage. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
D. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as without limitation abuse; misuse and/or neglect; lack of maintenance; rust and/or corrosion; noise without a related mechanical failure; chemical or sedimentary build up; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company. If you have any further questions, please contact us at
Had a claim out for my AC not working. The part needs to be replaced is the “zone control board” when we found this out I called Total Home Protection to make sure this part was something covered. I was told Yes the “zone control board” is covered and I asked multiple times to assure they knew what I was talking about and I got the whole conversation on recording. When the AC company submitted the claim so they could start work Total Home Protection suddenly said that the “zone control board” was NOT covered. After calling total home protection and letting 2 different people the costumer service supervisor and also the retention department director Nick P they agreed that them telling a part would be covered and then it not that I should be compensated (they also pulled the recording of the call on their end as well and heard the same thing the person telling me YEs the zone control board is covered. We agreed on a 200$ check to me to go towards me having the pay for part on my own. I was told 10-15 days I would receive the check. It has now been 35 days and no check. Every time I call I get a different answer. The latest answer was it actually takes 40 days to get ur check and then I was told it had been mailed out Thursday 8/9/18. Also one of the times I called to get a status on the check the costumer service manager refused to transfer me to the Retention department (which is the department I had been in contact with the whole time and who was paying out the check. He finally transferred me after he told me the only way he will transfer me is if I want to cancel my policy so I told him I wanted to now cancel and he transferred me. (I ended up not canceling) also during this claim with my AC I had 3 different companies reffferd to me by Total home protection and 2 out of the 3 refused to come out to my home and said they will not work with total home
Protection anymore due to them not being paid for work done.
[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: yes I was offered 200$ but it has been 36 days and still no check when I was told it would take 10-15 business days to receive the check. I will accept this response when I finally receive the 200$ and or another resolution to my problem. And although the contract states the zone control board IS NOT covered I was told it was when I called and have that on recording and I also never received a copy of my contract to tell me what was covered and when I asked total home protection why I never got a copy and if they had proof that they did send the contract no proof could be provided.
Regards
Total Home Protection properly addressed this complaint and cited the appropriate section of the policy. We sincerely apologize for your negative experience and would like to assist with a resolution. We have discovered that as we were updating our system there was an issue with anything being processed the week of 7/22/2018 through 7/28/2018 which we were unaware of until we received confirmation from our customers. In order to provide good customer service, we have put a hold on his account as to not have the system charge his account until his check has received. We have processed and will expedite the check for $200.00 for this customer.
My AC stopped working last Friday(8/3) afternoon, 4:30pm in AZ, it's 7:30pm in east coast, their office had closed for the day and for the weekends, and won't open until Monday.
The only one available is their receptionist (without dispatching authority) said he understood the heat wave was coming to AZ, over 110 degrees on weekend, people couldn't tolerate the heat without AC for 3 days, and suggested me to find a contractor to fix the AC, he also sent me a claim reimbursement form, and asked me to submit the form with the receipt after the repair. He also asked me to see if someone would come to the office on Saturday.
I called back again on Saturday(8/4), nobody was there. So I went ahead and had the AC fixed by a technician, with the lowest price I could find.
On Monday, nobody from this company called me, so I called them, they asked me if I'm a technician? I said I was the owner. They asked if the repair was done, I said yes, they asked me to send in the receipt and reimbursement form, I did that.
On the second day(8/7), they declined my repair. I told them the story about the repair, they asked me to have the technician call back and would review it. I gave my technician's phone number to them, they said they would call my technician, but they never did.
My technician called back many many times, long wait time, disconnected by them several times, it was a headache. Eventually, he got connected with the authorization department on 8/9(Thursday) and gave them all information they needed.
I called back again, they said it's denied, because it was not authorized before the repair.
No matter how I explained the situation, the heat in Arizona, they closed their office on weekend, their representative asked me to find a technician to fix the AC, and sent me the claim reimbursement form, etc., they just declined.
If they can't reimburse any repairs before authorization, why did their first representative gave me a very misleading information? said I could find another technician to repair and get reimbursed? Why did he send me a CLAIM REIMBURSEMENT FORM on 8/3, when I called them the first time? This is very misleading.
Why did they ask my technician to try so hard to call them back? it wasted my technician a few hours.
After we did what they asked, they still declined the repair.
The repaired item is a condenser fan motor, it costed me $385.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/13/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
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 customer submitted a claim on 8/3/2018 stating the Air Conditioner fan was not working. As we are not an emergency service, this claim was placed outside normal business hours. As per the policy we will assign a vendor within 4 days during weekends and holidays.The customer was advised he can get his own vendor and go through reimbursement. The reimbursement form states that the consumer is given a pre set $100 Authorizations Limit.
III. REQUESTING SERVICE – CALL
A. We must be notified as soon as the malfunction is discovered and prior to expiration of the Agreement. You can request service by calling . We will accept service requests 24 hours a day, 7 days a week. We will not provide service until all past due Trade Service Call Fees and Plan Fees are made current.
B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.
C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
D. We reserve the right to obtain a second opinion at our expense. In the event that we inform you the malfunction is not covered under this Agreement, you have the right to request a second opinion of the cause of the malfunction. You must ask us for a second opinion from another Service Contractor within seven (7) days from us informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then we may, in our discretion, decide whether to accept Coverage under this Agreement. If you request a second opinion, you will be responsible for the payment of an additional Trade Service Call Fee only if the outcome of the second opinion is the same as the initial opinion.
E. In the event we authorize or request you to contact an independent service contractor to perform a covered service, we will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by us before any reimbursement will be paid. We are not responsible for expenses you incur without our express consent. We will not reimburse you for any costs associated with unauthorized repairs or work performed by unauthorized contractors.
F. If service work performed under this contract should fail, then we will make the necessary repairs without an additional Trade Service Call Fee for a period of 90 days on parts and 30 days on labor.
In an effort to provide good customer service we have advised the customer that we will good will $100.00. We are still waiting for a response from this customer.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve. If you have any 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 have authorized reimbursement for $340.00. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I Called total home protection June 30th to set up a policy to have a home warranty for my home. I was told by Jeff they were running a special for July 4th weekend and $100 will be taken off so it $349 because U had also included roof repair if a shingle were to come off. A week or so later I checked my statement to find I was charged $449.00 I immediately called to cancel. Because he told me the 100.00 was being waived for the July 4th special. I could not find Jeffs number. He was the one who signed me up under the special. So I called the one 800 number and I said I wanted to cancel it because I was charged different price of $100 more than what I was told. The man who answered told me that I must’ve misunderstood there’s no way I could’ve been given a price of $349.00. He would not cancel the policy right away because he kept trying to talk me into not canceling. I kept telling him to please cancel no thank you. After about 15 minutes of trying to sale other offers to me he finally said he would cancel my policy. He said it takes 15-30 days to get my refund back on my card. That was on July 10, 2018 at 12:40 in the morning. As of date
my $449.00 has not been credited back to my card.
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/10/2017COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
Please note that the consumer was contacted on 6/29/2018 after we received an inquiry regarding a policy. Ray contacted her and advised the retail price of a policy was $499.00 but due to a special he would be able to get her a price of $399.00. The consumer asked multiple questions, one of which was regarding roof repair. Ray advised that we did offer coverage for Limited Roof for an additional $50.00 which would bring her cost to $449.00 for a yearly plan with two additional months free and a $60.00 service charge fee. Ray was informative and answered all the questions asked, including if the vinyl fence was covered which he advised it was not. Ray also went over fees for a multi year policy.
The customer requested to cancel on 7/10/2018 stating she was not charged as discussed, which after reviewing the recorded call, she was. In order to provide good customer service we offered to lower her payment and service charge fee but the customer wanted to cancel. We processed the cancellation as per the terms and condition. A confirmation cancellation email was sent stating an applicable refund will be issued within 15-30 days. The customer received a full refund on 8/8/2018.
We at Total Home Protection have an unwavering commitment to uphold our founding ideals to provide industry-leading home warranty products and exceptional services to the customers we're privileged to serve.
Sincerely,Laura DTotal Home ProtectionToll Free: www.totalhomeprotection.com
I am excepting this only because I got my complete $449 back. Per my credit card it was still pending on the 8th from the merchant. But it’s actually posted and back to my card. I want to make it known that there should be some type of consumer beware when dealing with this company. I know what Mr Jay told me and what we discussed. I never had this happen with the company I had when I lived in Raleigh. Now I can look else where.
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
When we purchased our home warranty through Total Home, we really didn't anticipate it using it anytime soon. However, we soon discovered that our pool needed some new parts at the beginning of summer and we were looking at paying THOUSANDS out of pocket to replace the 3 things that had stopped working, but because of our warranty we were able to get the service we needed saving us all that money. I was able to get through to an agent quickly to file our claim and they were able to have our repair man out to us in 2 days. I am extremely impressed by their quick turnaround time. They really treat each claim with urgency and importance. Plus, the repair man was really efficient and handy! He had the pool fixed in 3 hours and we were swimming by that afternoon!
Thank you for selecting Total Home Protection for all your home warranty needs. We know your time is valuable so we take feedback very seriously. Your feedback allows us to improve our business and promote the level of service expected from a trusted industry leader. Total Home Protection strives to be a top rated home warranty provider. We 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. We sincerely thank you for your feedback. If you have any questions, please contact Customer Service during normal business hours at ***.
Wish we able to give this a minus. We have only had this since October 2017. We changed from another insurer because we thought this would be better and were told if we purchased a 3 year contract our deductible would only be $45.00.
We paid $900. 00 for three years and had a minor problem with dish washer that they first declined but ended up taking care of it. This past week our water heater went out. When I called they informed me it was not covered and to read the coverage booklet.
The issue with that is we had to request that booklet after we had already paid the money! We were only able to go by the salesperson telling us what a great policy this was.
After talking with different people about this claim we were told they would gladly send us $100.00 from a fund they had for problems like this! So $1500.00 later we paid out of pocket for the water heater.
I called today to cancel and talked to a person named Harry and told if I cancelled we would only get $126.00 refund on our $900.00 for a policy only 9 months old! Hi
Please please don’t sign up for this unless you want to throw your money away. Plus “Harry” said they were accredited with Revdex.com which we see is not true!
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 customer placed a claim for a Water Heater on 8/3/2018 stating the tank was leaking from the bottom. We advised the customer that the policy does not cover the holding/storage tank. The customer called back and asked to speak to a Supervisor, and was advised that if it is the tank it is not something that is covered. He was advised that we can send a vendor but if it was determined to be the tank then the service charge fee would still be due. Please see the referenced section of the policy below;
I. BASIS FOR COVERAGE
G. Water Heater
COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
All claims have been properly serviced in accordance with the Service Agreement - all contracts have inclusions as well as exclusions. We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors, employees, and our company.
In an effort to provide good customer service, we offered to send a vendor or could give $100.00 goodwill. Being the customer advised the tank was leaking in the initial claim, we did not want them to pay a service charge fee unnecessarily.
The customer took the policy out on 9/1/2017 and advised if he wanted to cancel what the prorated refund would be or they can reach out to *** to see if the issue can be resolved as per the policy
IX. MEDIATION
In the event of a dispute over claims or Coverage you agree to file a written informal claim with us and allow us twenty (20) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration. All written claims should be mailed to Total Home Protection, Mediation Department, *** or e-mailed to *** .
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 ***.
I purchased the platinum plan from total home protection about a month and half ago. I was told there was a 30 day waiting period before the policy would be in effect. 2 days prior to my policy being active my down stairs ac goes out. I called home warranty claims # to file a claim. I explained to them that my ac unit had gone out and asked them to overlook the remaining 2 days and to put my policy into effect. I felt like this would be an excellent chance for this warranty company to prove to me that I had a good honest and fair warranty company. I bought their best plan for 6 yrs I felt like I wasn't asking for much. Their response was no coverage because policy want active. My response was cancel my policy then. They said ok and with in an hours time I get a call back from the sales guy or underwriter that handled my policy. His name was ares or adam something with an A and he assured me that they would cover my ac unit and the claim would get payed. I actually believed the guy. Im going to skip all the middle stuff because that is going to be separate complaint against warranty company but long story short I was told claim denied "pre existing condition" I asked the guy to explain why and was givin a bs answer that compressors just don't fail for no reason and that something that was building up caused it to fail. What warranty company didn't know is that I had just had an ac company come and inspect my ac unit the prior month and was told that the outside unit was in excellent condition. The warranty company quickly changed their story to ther failure happened before policy was active so claim is denied. I told him to cancel my policy and he tried to bribe me not to cancel with 500 bucks The company will not issue a full refund only partial because of admin fees and what not. The guy who called and talked me into not canceling said what ever he could to delay me from canceling before the 30 day so they would have to refund full amount
Revdex.com1880 John F. Kennedy Blvd., Suite 1330Philadelphia, PA 19103
8/6/2018COMPLAINT ID: ***To Whom It May Concern:
Thank you contacting us with the above referenced complaint. We at Total Home Protection treat each complaint with the utmost respect and use this feedback to better serve our valued customers. Understandably there are two sides to every story and always look for a fair resolution between all parties.
The customer placed a claim for Air Conditioner on 7/17/2018. 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 the same day. 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.
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and
C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.
In an effort to provide good customer service we offered to send a vendor to diagnose the issue to see if we could offer some assistance. The diagnosis concluded that the compressor failed. This is a catastrophic failure to the unit which takes time to happen and could not have happened within the 30 day waiting period. The customer stated he wanted to cancel and we still offered to assist with a $500.00 good will, which the customer rejected. We cancelled his policy in accordance with the terms
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
We 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
[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:
Regards,
***
The issue is that when I called 2 days prior to my policy being active to ask if they would make an exception I was told initially told no they would not do it. So I kindly told them to cancel my policy which would I would get a full refund because it's before the 30day. They said ok they would cancel it. Well about an hour later I get a call back from a guy named aires I think and he said anything he could to get me to not cancel. He stated that he would see to it that my ac would be covered even though it was before the 30 day. So I accepted the offer and canceled my cancellation on the assumption that I would be covered. Then after the horrible process of filing t the claim come to find out they will not honor their word and my claim was denied. Some joker tried to bribe me with 500 to keep policy active and I declined. The aires guy lied and assured me that I would be covered only so that my 30day period had passed so they would not have to give me my full refund. That is extremly dishonest. If this matter doesn't get resolved correctly this matter will most definatly escalate and legal action will be taken.
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 and cancel the policy as requested. For further assistance, please reach out to us .Sincerely,Laura DTotal Home ProtectionToll Free: Hours: Monday - Friday, 9:00am - 6:00pm EST
This company is a scam they will say what ever to get your business but when it comes time to pay a claim it's very difficult to even get it filed to start with but they will use every excuse in the book as to why they won't cover said item. Don't make the same mistake I did. Run!
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 customer placed a claim for Air Conditioner on 7/17/2018. 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 the same day. The customers policy did not start until 7/18/2018. 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.
I. BASIS FOR COVERAGE
During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear. Determination of Coverage including the operational condition as of the Agreement effective date for any claim will be made solely by us, considering but not limited to, our independent contractor’s diagnosis, hereinafter referred to as the “Service Contractor”. This Agreement does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE CONTRACTOR and is not itself undertaking to repair or replace any such systems or components. This Agreement covers single-family homes, new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fees are paid. This Agreement will not cover systems or appliances within (a) commercial properties; (b) residential properties used for business purposes, including, but not limited to, dwellings used for rest homes, day care centers, schools and/or professional offices; (c) common areas of condominiums, multi-family houses and/or cooperatives; (d) vacant properties, and; (e) foreclosed/short sold properties. Coverage applies to the systems and components mentioned as “covered” in accordance with the terms and conditions of this Agreement so long as such systems and components:
A. Become inoperable due to normal wear and tear; and
B. Are in place and in proper working order on the effective date of this Agreement; and
C. Are located inside the confines of the main foundation of the home or attached or detached garage, with the exception of the air conditioner, exterior pool/spa, septic system, and well pump.
In an effort to provide good customer service we offered to send a vendor to diagnose the issue to see if we could offer some assistance. The diagnosis concluded that the compressor failed. This is a catastrophic failure to the unit which takes time to happen and could not have happened within the 30 day waiting period. The customer stated he wanted to cancel and we still offered to assist with a $500.00 good will, which the customer rejected. We cancelled his policy in accordance with the terms
XII. CANCELLATION
A. This Agreement may be cancelled by THP for the following reasons: (i) nonpayment of Agreement fees or other breach of this Agreement by the customer; (ii) nonpayment of Trade Service Call Fee, as stated in section IV; (iii) fraud or misrepresentation by the customer and/or customer representative of facts material to THP’s issuance of this Agreement; or (iv) a change in laws or regulations that has a material effect on the business of THP or THP’s ability to fulfill its obligations under this Agreement.
B. You may cancel this Agreement within the first thirty (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us.
C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs incurred by us. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you.
We 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